Frequently Asked Questions
Account & Billing
- Access myCellcom at my.cellcom.com for your last bill amount and current account usage.
- Access your current usage on your Android or iOS smartphone by downloading the myCellcom app .
- #MIN (or #646), while on a Cellcom tower, will give you last bill amount and current account usage. While roaming or calling from a different phone, you may dial (866) 226-4111.
- Dial 611 from your cellular phone, or dial 800-236-0055, to have billing questions answered by a customer care representative during the following hours: 6:30AM - 10:00PM Monday - Friday, and 7:30AM - 9:00PM Saturday & Sunday.
What are my payment options?
At no additional cost to you, choose a payment option that fits your lifestyle. Recurring automated payments can be established by talking with a customer care representative or by visiting myCellcom .
- Make a one-time payment from your Android or iOS smartphone by downloading the myCellcom app .
- Bank Draft: Electronic Funds Transfer - Recurring payment is conveniently deducted from your bank account each month on your due date.
- Credit or Debit Card Draft: Your payment is charged to your credit card (MC, Visa, Discover, AmEx) or Debit Card each month on your due date.
- Online: Cellcom offers on-line bill pay through mycellcom.com. This allows you to make a one-time payment or establish a recurring payment using a credit/debit card or checking/savings account.
- #MIN: a one-time payment option for balance in full is available by dialing #MIN (#646)
- By phone: You can easily pay your monthly bill by contacting our Customer Care Department. Dial 611 from your cellular phone or 800-236-0055.
- By mail: Simply return your check with the remittance form provided on or before the due date indicated on your invoice.
- In person: Our retail locations will be happy to take your payment by cash, credit/debit card, or check.
- Dial 611 from your cellular phone, or dial 800-236-0055, to discuss billing issues with a customer care representative during the following hours: 6:30AM - 10:00PM Monday - Friday, and 7:30AM - 9:00PM Saturday & Sunday.
- Inquiries about your account will be accepted only from the financially responsible party, or authorized representative. If you have questions about your statement or need more information about a transaction,
we must hear from you no later than 60 days after the charges first appeared on your bill. We will investigate your inquiry and correct any errors promptly. Full payment is required while items are under investigation.
Cellcom does not charge a fee, or extend your contract, if you change your rate plan or features. However, if you have a monthly promotional credit for your line of service, and you change to a rate plan of less value, you may lose your promotional credit. Be sure to ask about any current promotional credits on your line of service. Please note that because we bill a month ahead for service, should you change your rate plan, you will notice a proration on your next invoice.
There are a number of different carrier surcharges that may appear on your invoice. They are the Regulatory and other Recovery Fee, Federal Universal Service Fund, and the Wisconsin State Universal Service Fund. For more information, please go to www.cellcom.com/fees .
- The Regulatory and Other Recovery Fee is charged on all calling plans. This charge is associated with the cost of administering and complying with the government-mandated programs such as Wireless Number Pooling, TTY (Text Telephone), CALEA (Communications Assistance for Law Enforcement Act), and Wireless Number Portability.
- The FCC established the Federal Universal Service Fund (USF) to guarantee telecommunication services were reasonably priced for low-income customers and customers residing in rural areas. The USF is a variable charge that is subject to change monthly. It is calculated using a FCC assigned contribution factor. Through this charge, Cellcom recuperates the costs of its mandated contribution as permitted by the FCC.
- The State of Wisconsin established the state Universal Service Fund (USF) to assist in providing telecommunications access for low-income customers, customers residing in rural areas, disabled individuals, as well as advanced telecommunications equipment for hospitals and clinics. The state USF is a variable charge that is subject to change monthly. Through this charge, Cellcom recuperates the cost of its mandated contribution.
The Police and Fire Protection fee is a WI government mandated fee that was effective September 1st, 2009. As a telecommunication's provider, Cellcom is required to collect the fee by adding each fee to subscribers' bills and subsequently turn over 100 percent of the money collected to the State.Source: www.cellcom.com