Support for Survivors of Domestic Violence
If you are a survivor of domestic violence, or a similar crime, or a designated representative of such survivor, and need to make a change to your mobile phone service or account, Consumer Cellular’s special support team is here to help and can be reached by calling (888) 345-5509 or by emailing at stayconnected@consumercellular.com.
Survivors may request to separate an abuser’s line(s) from a shared account—meaning the abuser would be removed from the account and would have the option of opening their own account or moving their number to a different provider.
Alternatively, survivors may request to separate their line(s) and the line(s) of individuals in their care from a shared account. The survivor will be given the option of opening their own account or moving their number(s) to a different provider.
To make a line separation request, you’ll need to submit a request that contains the following information:
Names, Account, and Contact Information
- Survivor’s name;
- Identify which phone number(s) belong to the survivor and state that the survivor is the user of those phone number(s);
- Name of the abuser (as known to the survivor);
- Preferred contact information for communications regarding the request (e.g., phone, email, text);
- Preferred language (English or Spanish); and
- In the case of a designated representative assisting with or submitting a line separation request on behalf of a survivor, provide the designated representative’s (i) name, (ii) relationship to the survivor, and (iii) a statement that the designated representative assisted the survivor with the request.
Directions for Separation Request
- State that the survivor is requesting relief under the Safe Connections Act (47 U.S.C. 345); and
- Identify the phone number(s) you wish to make a change to (e.g., whether you want to separate the survivor’s line(s) or the abuser’s line(s)) and whether the number(s) belong to the survivor, an individual in the care of a survivor, or an abuser.
- If you are requesting separation of the abuser’s phone number(s), include a statement affirming that the abuser is the user of that specific number; and
- If you are seeking separation of line(s) for any individuals in the care of a survivor, you must also submit a dated affidavit signed by the survivor that states that the individual is in the care of the survivor and is the user of the specific phone number(s) to be separated (a template is provided below).
Documentation of Abuse
- Attach evidence that verifies that an individual who uses a phone number under the shared account committed or allegedly committed domestic or sexual violence, or related crimes, against the survivor or an individual in the survivor’s care (this person is referred to as the abuser above). Such evidence must be either:
- a copy of a signed affidavit from a licensed medical or mental health care provider, licensed military medical or mental health care provider, licensed social worker, victim services provider, or licensed military victim services provider, or an employee of a court, acting within the scope of that person’s employment; or
- a copy of a police report, statements provided by police, including military or Tribal police, to magistrates or judges, charging documents, protective or restraining orders, military protective orders, or any other official record that documents the domestic or sexual violence.
Service Plan Selection and Device Directive
- Indicate which service plan the survivor would like to select if the survivor’s plan will be changing (information about plans is available at consumercellular.com/shopping/choose/plan); and
- Indicate whether the survivor intends to retain possession of any device(s) associated with a separated line.
Once we receive a completed and valid line separation request with the required supporting documentation, our support team will quickly review and notify you using the contact information you provided within 48 hours as to whether we are able to process your request or whether we intend to reject your request.
If we are able to process your request, please note:
- We will notify the account holder, if you are not the primary account holder, of the line separation request within 48 hours of receiving a completed line separation request.
- If you requested to separate the abuser’s line from a shared account, we will need to contact the abuser to complete the request. We will contact the abuser within 48 hours of receiving a completed line separation request directing us to separate the abuser’s account.
If we reject your request, we will explain why and offer you any alternatives that may be available. Any correction, resubmission, or alternatives selected following a denial will be treated as a new request. Please note that we treat all requests and supporting documentation submitted to us as confidential, as permitted by law.
While we always strive to support requests to separate a phone number from an account, whether that be cancelling a phone line on your account, moving your phone line to a new account, helping you port your number to another service provider, or performing a SIM swap, there may be some instances in which we are not able to support a request depending on the specifics of the request, but we will do our best to accommodate your request or provide your other alternatives if we cannot support a specific request.
Please note that a line separation will never be conditioned upon the imposition of penalties, fees, or other requirements or limitations.
For those who may need financial assistance for their phone service, Lifeline is a federal program dedicated to making phone and internet service more affordable for low-income households. Qualified survivors are eligible to receive emergency communications support for up to 6 months. For more information on this program, benefits and eligibility, please visit www.lifelinesupport.org. While Consumer Cellular does not participate in the Lifeline program, we can assist you with transferring your phone number to another service provider if you are eligible and need Lifeline financial assistance.