Business Profile

Wireless

UScellular

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Complaints

This profile includes complaints for UScellular's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

842 total complaints in the last 3 years.
268 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have a discontinued router from U.S. Cellular. It has stopped connecting entirely and our service is unreliable. We called on 7/7/25, spent two hours on the phone and were told to call back on 7/8/25 to get our tracking number for the replacement. We called on 7/8/25 and were told the replacement was in the mail after another hour on the phone. We spoke with another supervisor this evening, on 7/10/25, and were told we could not cancel and that our replacement router would be for the remaining installments. After 2 hours and 36 minutes we were told by tech support that there is no warranty on our router and we can not receive a replacement without another 36 month contract. We have been on the phone for over 5 hours collectively and a resolution has not been met. We cannot cancel, and we cannot get a replacement router, leaving us with no internet while we are still paying for a service we are not receiving.
Business Response
Date: 07/14/2025
July 14th, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*******************************************************
****************

Re: Complaint Number: 23584543
Customers Name: ****** Corsair
************************** Account Number: *********

Thank you for contacting U.S.Cellular in reference to the above account.

We are in receipt of the customers complaint in which they state that they have a home internet router that has stopped working, and are not able to get a replacement device.

After reviewing the notes on the account, there are several things that need to be addressed.

First, the customer purchased the device new on June 24, 2023. The device does have a ******** warranty,which has since expired. The customer also has Device Protection to cover the router which can be activated for a $19 deductible.

I do see in the account notes that a representative stated they had authorized an advance exchange, but it had to be approved by Asurion. Notes on the account also indicate that the customer has had difficulty getting this advanced exchange order placed.

I have reviewed this information with my leader, and we agree that we need to send the customer a new router through an advanced exchange as this was promised another leader. I have personally processed the advance exchange order for overnight shipment and the customer should receive it in the next few days depending on how fast the device ships from our warehouse. Please note that upon receipt and activation of the replacement device,there will be a return label to send the old device back to our warehouse.

I apologize for the effort that the customer has had to go through to get their replacement device and hope this helps to resolve their issues. Should there be any further questions,please contact our *************************** at **************.

Sincerely,

****** *.
Customer Service Support Team
U.S. **********************

Customer Answer
Date: 07/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** Corsair
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled service with US Cellular due to ******* buying them out and wanted to take advantage of new promotions with *******. Service was cancelled and found out that ******* does not have service at our house even though their map showed we did. Then had to go to ******* which we are happy with. I have called US cellular before and asked about our final bill and was told we would be getting one in the mail. I had cancelled auto pay. Still had. Or received the bill, so I called again due to them sending me emails that my bill was due and now Im passed due. We have never had a past due bill with them ever after many years with them. When I called I was told what my bill amount was. I asked if I could pay over phone and was told they would charge me $7.00. When I asked why, I was told that is what they charge. I am unable to pay on line due to my account is closed, cant pay on person as they wont accept it due to being a final bill and they want to charge me 7.00 to pay over phone, and they said they can mail the bill to me which I have to wait a week to 10 days. That does not seem legal and I would like this looked into. Now Im past due and no way to pay unless I pay them $7.00.
Business Response
Date: 07/09/2025
July 9, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
********************************************************************************************

Re: Complaint Number: 23568277
Customers Name: ***** ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. In the complaint Ms. ****** states that she cancelled service to move to a different provider. Ms. ****** states she had called about the final bill and was advised she would receive it in the *******. Leaton states she cancelled autopay. Ms. ****** states that she received e-mails advising that her bill was due and now is past due. Ms. ****** states when she called,she was advised that there would be a $7 fee to make a payment over the phone with a **************** Representative. Ms. ****** states she cannot pay online due to the account is closed and cannot pay in person due to it being a final bill and is going to be charged $7 to pay over the phone. Finally, Ms. ****** states she was advised that we could send her a paper bill, but it would be a week to ********************************************************************************************************** ****** states that her desired resolution is to pay her bill and not be charged to pay it over the phone and not get a past due feel.

We have reviewed Ms. ******* complaint, and we are happy to address her concerns. A review of the account shows that there were two phone lines and a tablet line of service. On June 19th both phone numbers were ported to a different service provider and Ms. ****** called our **************** team and requested the tablet line be voluntarily ceased.On June 30th, Ms. ****** called again and was advised the tablet was set to cancel on July 9th the last day of the cycle per policy, we manually changed her billing to paper bills rather than paperless and we also cancelled the autopay as requested. Finally, a bill reprint from the bill dated June 10th was submitted. Ms. ****** would have been able to reprint the bill up through today because the account was active until the tablet line is ceased which will occur tonight at midnight.

Per policy, Ms. ******* online My Account will be available for 60 days beyond the cancellation of the account and there is no charge for making a payment online. Only the dashboard and payment functions are available after the account is fully cancelled but that is Ms. ******* option to avoid the $7 fee for a representative to manually take a payment. The $7 late fee and the $7 fee for a representative to manually apply a payment to the account are valid fees and will not be waived.

Should Ms. ****** have additional questions, she may contact our **************** Department at *************.

Sincerely,

***** *.
**************** Support Team
**********************
Customer Answer
Date: 07/10/2025

Complaint: 23568277

I am rejecting this response because: first of all when I called to make the payment over the phone not one time did the *** say this was a late charge fee. Only said it was a fee to pay the bill. If they would have told me it was a late fee I would have paid it.
secondly, I just now tried to get on line because they said I have 60 days to access my account and when I do it tells me that the account and phone number are inactive. I actually cannot get onto the account to pay it. I tried quick pay and also just logging in. Both say my account is inactive and to call customer service.
I am rejecting this due to the fact that the information in their response is inaccurate, however I will call and pay the bill over there phone and incurre the 7.00 fee even though I believe this is wrong and I do. Or want to get another late fee. Its late because I didnt have a way to pay it. I tried logging in, I tried paying it in person and they had not sent me a paper bill.
I feel this is illegal to impose late fees when they dont give me ways to pay it. I have never been late with paying them.

Sincerely,

***** ******
Business Response
Date: 07/14/2025
July 14, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
********************************************************************************************

Re: Complaint Number: 23568277
Customers Name: ***** ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* rebuttal wherein Ms. ****** states that she rejected our previous response because she was not able to make her payment via phone and not once was she told it was a late fee. Additionally, Ms. ****** states that she is still not able to access her online My Account to make a payment. Ms. ****** states that the information in our response is inaccurate. Ms. ****** advises that her payment was only late because she was not able to make the payment without being charged the $7.00 fee. My name is ***** *** and its my pleasure to assist Ms. ****** today.

Upon review of Ms. ******* account, I do see that her tablet line was active until July 9, 2025 so her online My Account would have been active until at least that day. I would like to apologize if Ms. ****** is still not able to access her online My ********** our policy is to leave the online My Account active for 60 days after cancelling the account, this is a glitch in our system that Ive already alerted our team about.

The fees that Ms. ****** mentioned are the $7.00 late fee and the $7.00 fee to make a payment via phone.I would like to clarify that both of these fees are $7.00 each. Further review of Ms. ******* account shows that she was not charged a late fee and her last payment did not include the associate payment fee of $7.00 either. At this time I show that the account balance at this time is $0.

We have reviewed Ms. ******* complaint and find that the mentioned fees were not charged to the account at this time. Also, we do apologize that Ms. ****** is not able to access her online My Account, and this has been forwarded to the correct team.

Should Ms. ****** have additional questions, she may contact our *************************** at *************.

Sincerely,

***** *** *.
Customer Service Support Team
**********************
Customer Answer
Date: 07/15/2025

Better Business Bureau:
I was able to log into us cellular app on my tablet and was able to pay this without the 7.00 late fee.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Problems:1.) I was charged $70.00 in restocking fees after USCellular sent me the wrong ********************************** activated the receivers automatically 15 days after new device *********************************** will not allow me to open an online account to monitor data usage. 4.) If I quit USCellular now, I will owe $437.50 for each receiver ($875 total)REQUEST:I request a full refund for each Titan5100 receiver due to the fact I cannot set up an online account or use the app to monitor data usage for these receivers. I will return the receivers in their original packaging. I also request a $70.00 refund for the restocking fees after USCellular sent the wrong models.I ordered two Titan5100 receivers in April 2025. Upon receiving the wrong models, I returned them but was charged restocking fees for incorrect models sent. Phone customer service acknowledged wrong models sent and resent the correct models on 4/27/2025. I did not activate home internet receivers, planning to return them due to a test of reception on 5/15/25 of only ****************************************************************************** know these models would be automatically activated within 15 days of shipment of receivers. I understood that I had to activate them myself. I was out of town when receivers arrived in the mail and performed the operational test as soon as I returned home. In addition, I was informed today that I am not able to set up an online account because I do not have a USCellular personal cell phone number. Again I was not informed of this and it makes no sense. I need to monitor data usage with my two 600GB per month Titan5100 receivers so I know when to switch over from one to the other (I use ********GB per month). If I return the receivers today I will owe $437.50 for each receiver. I have paid the activation fees and internet service fees to-date and request full refund for each receiver (which I will return in original packaging), along with a refund for restocking fee.
Business Response
Date: 07/07/2025
July 7, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Representative
******************************
******** *******; 60601
Re: Complaint Number:23562332
Customer's Name: ******* ******
U.S. Cellular Account Number: *********
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Ms. ******* correspondence in which she has requested a credit of $70 applied for restocking fees due to wrong device being shipped. She has also requested a full refund for her Titan 5100 receivers and would like to return them and cancel service, as she was recently advised she would not be able to monitor her usage online. Its never our intention to provide our customers with misinformation regarding our products and services and Id like to apologize for the experience Ms. ******* has been provided. My name is ****** and Ill be reviewing this matter for Ms. ****** today.
After careful review of Ms. ******* account. I was able to able to determine Ms. ****** contacted our Web Chat team today 7/7/25 to dispute her restocking fees. Their notes confirm the credit request was approved; however, the credit has not yet been applied. To rectify this matter, Ive applied the credit of $35 plus taxes for both lines. ********* now has a credit balance of $86.36, as our team also applied a credit for $12.50 for a missing promotional credit.
Ms. ******* new devices were ordered 4/28/25. *** tracking number 1ZA6069F0364904848 shows devices were received 5/1/25. For direct fulfilled devices,our return ****** excellence guarantee return starts on the day the devices are delivered. Unfortunately, Ms. ****** is not eligible to return the devices as the last day to return her devices was 5/16/25.
I was also able to determine Ms. ******* can register her account online. To accomplish this, instead of using the phone number assigned to her router, Ms. ****** would need to use her routers IMEI information. Once entered she should be given an option to receive a code through email.
Thanks for allowing me an opportunity to review this matter for Ms. ****** today. Should Ms. ****** have any further concerns, please have her give us call at **************.
Have a wonderful day!
Initial Complaint
Date:07/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted U.S. Cellular after my bill randomly shot up to $352. The first representative immediately accused me of not paying my **** billdespite clear, timestamped proof that I did. He dismissed everything I said, repeated the same script over and over, and insisted there was nothing wrong.I had to escalate just to get a real answer.Only after reaching a supervisor was I told the truth: the bill was high because they prorated charges for services I hadnt even used yet. So I was being billed ahead of timewith zero explanation or notice.There was no apology. No accountability. Just condescension, blame, and a complete refusal to listen.This company doesnt value its customers. Theyd rather accuse than assist, deflect than explain, and leave you feeling like youre the problem.I wouldnt recommend U.S. Cellular to anyone. Not because of the billing errorbut because of how they handled it.
Business Response
Date: 07/05/2025
July 5, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*******************************************************
*****************

Re: Complaint Number: 23547758
Customers Name: ********* *****
********************** Account Number:

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Ms. ****** correspondence in which she stated that she contacted UScellular due to the bill being extremely high. She was initially told that the balance was due to a past due balance which was incorrect. Ms. ***** then request a supervisor and was told that the bill was high due to partial month plus full month charges on the account. Ms. ***** also stated that she was given no explanation of why there would be additional charges on the account. Ms. ***** felt that we refused to listen or address the issue. I understand that having a bill that is higher than expected can be frustrating, especially when there is no explanation of why it is high.

We will be happy to review Ms. ****** account. Regrettably,the phone number takes us to an account that does not match the payment history that Ms. ***** provided. In order to address Ms. ****** concerns, we require the correct account number or mobile device number as listed on the account in question.

Please advise Ms. ***** to resubmit this complaint with the information requested above and we will be happy to address her concern at that time. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.

Sincerely,

******* *.
Customer Service Support Team
**********************
Initial Complaint
Date:06/30/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They set up payment arrangements dont follow through. Disconnect your services and demand more money put bogus and extra charges on your bill. They extort you for money. Do unethical and illegal practices. Horrible horrible company
Business Response
Date: 07/01/2025
July 1, 2025,

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*********************************************************************************************

Complaint Number: 23533765
Customers Name: ******* *****
********************** Account Number: *********
*********
Thank you for contacting US cellular in reference to the above account. We are in receipt of ******* ***** compliant which references a bad experience e using our payment arrangement options.

We greatly appreciate the opportunity to review the account. Customer satisfaction has always been our companys primary goal. We strive every single day to provide all our customers with the ideal experience in all dealings with our company. We certainly regret that this has not been ideal.

Payment Arrangements are options offered by us to resolve a balance owed by a customer. Payment Arrangements are mutually beneficial to our customer and the company. By allowing customers additional time to secure the balance owed, US cellular?can keep the service active and reduce the risk of ongoing balances being unpaid.
The timeframes for Payment Arrangements can be limited but at times we can extended an additional 1-2 days if needed, using good judgment. we must ensure an agreement is made to address the past-due balance. When payment arrangement is not fulfilled an account will be suspended for non-pay and after resumption fees do apply.
We have reviewed the account, and no error has been found in billing. Should Ms. ***** have additional questions please contact our *************************** at *************. Thank you and have a pleasant day!

******** E | U.S. Cellular | **************** Support Team | **************
Initial Complaint
Date:06/30/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Approximately 4 months ago, I discovered on the US Cellular app, that I had been paying for 2 extra phone lines for 2 years. Neither phone line had been used even one time. So I suspended service to both lines, 1 was for my wife, and 1 was for me. (Approximate cost for 2 years of in needed lines, $$3590.10. Not very happy, but lets go forward, and do better watching these under handed people. One month, March I believe, the bill was much better. Then ****** highest bill yet. May and June, more of the same. So, I use the app again to investigate, and they have added 2 lines to me now, phone numbers Ive never had before. These people play these games and I dont have the time or the inclination to investigate them each and every month. The contracts are paid off, phones are paid for, account is in good standing, Ive tried calling them and its simply too hard to get a person. No time for games, Im not willing to negotiate, Im taking business elsewhere. 2 extra lines at $41.40 per. Times 2 = $82.80 a month, for ****** **** and June= $248.40. Thats my disputed amount. Again, they can check their own records and clearly see that both lines were never used, not once. Ive already moved cell service elsewhere over this. Sincerely, ***** *****
Business Response
Date: 07/01/2025
July 1st 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
***********************************************************>****************

Re: Complaint Number: 23532727
Customers Name: ***** *****
U.S. ********************** Account ****************

Thank you for contacting U.S.Cellular in reference to the above account. I am in receipt of Mr. ***** complaint in which he is disputing the amount for lines he says is not being used. Mr. ***** is request that we refund the amount of $248.40.

I certainly understand ******** frustration with the charges on the account for lines he is unaware of. We reviewed the account, and I see that Mr. ***** did request to add the two lines he is disputing on February 7th, 2022, to take advantage of the $400 off promo we had for new lines. The notes specifically state that would then be moving the devices to his active lines and he was aware of the charges.

The lines were never ceased once the devices were paid off. Mr. ***** did suspend the two lines on January 29th.However, the service did resume on May 12th since it was past 60 days.This was advised when Mr. ***** suspended the line on his UScellular app.

We have reviewed Mr. ***** complaint and have determined that the charges are valid, and no credits will be issued. We regret to hear that Mr. ***** has already moved his service elsewhere. We do show that his service is still active on all his lines. We highly suggest that Mr. ***** contact our **************************** at the number below to cease the lines if Mr. ***** is no longer using the devices.

Should Mr. ***** have additional questions, he may contact our *************************** at *************.

Sincerely,

*** W
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:06/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered US cellulars Internet and when I got it after a few months of complaining, I realized they were never going to give me the download or upload speed that I was guaranteed. when I called to cancel it, they are trying to charge me $450 For a modem if I want to cancel. I never agreed to pay for a modem. I was scammed and I am sure they are scamming many other customers my area. when I tried to get a hold of the customer service they told me to write a letter to the president of the company. I just want to return the modem and cancel
Business Response
Date: 06/28/2025
Thank you for contacting U.S. Cellular regarding your internet service. I am sorry to hear that you have an issue with the speed. We do offer a 15 exchange/return period if you are not happy with the device or service. Upon reviewing your account, I see that you purchased your device on 1-30-2025 with a retail installment. If you do choose to cancel service after the 15-return period you would be responsible for the remaining balance of the equipment,your remaining balance is $387.50
Returns: You may return the Property to us in good condition and accompanied with original packaging, battery, accessories and instruction manuals within fifteen (15) days of purchase. If you return the Property, you must have valid proof of purchase and will be entitled to a full refund of the purchase price, less a restocking fee of $35.00. After completing the return, and payment of the restocking fee, we will credit the amount of your refund to your obligation to pay the Amount Financed.
Upon reviewing your account, I see that we have already advised you of the above and sent you duplicate copies of your retail installment contract and service agreement.
If you should have any further questions or would like to cancel your internet service, you may contact our Customer Solutions Specialist by calling 611 from your U.S. Cellular wireless phone or toll free at **************. I appreciate you allowing me the opportunity to address your needs.
I hope you have a wonderful day.
Sincerely,
*******
Customer Resolution Support Team
**********************
Customer Answer
Date: 06/30/2025

Complaint: 23523898

I am rejecting this response because: the service is not working properly. I have tried troubleshooting many times and us cellular does not provide 5g coverage in my area and therefor I cannot get an upload speed of the listed ***** gb/sec. I am unable to to upload videos and I was under the impression that the service would be fixed to my expectations. I was also guaranteed unlimited data but after 100gb of usage the service is slowed down and they charge me more every month for over usage. I do not feel comfortable paying 300+ dollars to cancel when I am going to give them back their equipment in the same manner it was received. I will pay the 35$ restocking fee if we can come to an agreement.

Sincerely,

******* *****
Business Response
Date: 07/01/2025
7/1/2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
********************************************************************************************

Re: Complaint Number: 23523898
Customers Name: ******* *****
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ****** rebuttal in which she states that she has tried troubleshooting her service issues multiple times and has not had any resolution of her problem. In addition, Ms. ***** claims that her plan has unlimited date up to 100gb of data and it is slowed down after that amount,and that she is charged for overages over that amount. Ms. ***** is requesting to be let out of their contract because of the issues.

We definitely hate to hear of the issues that Ms. ***** is experiencing and would love to help. In review of Ms. ****** account, I see the very first time she contacted our **************** team after receiving the Home Internet on Jan 29th, 2025 was on June 26th. Ms. ***** declined troubleshooting and escalated right away to be let of our her contract. In review of the account, Ms. ***** has not attempted troubleshooting at all with our **************** representatives.

In addition, Ms. ***** claims that her plan only has 100gb of high speed internet and it would slow down after that to incur overage charges. In review of Ms. ****** plan, they have the Home Internet Plan which provides *******gb of priority intenet data. Once those thresholds are reached, the data is slowed down but there are no overage charges, so I am unsure where Ms. ***** got the information in their claim. More information about our Home Internet plans can be found by visiting *******************************************************;

At this time, all of the information that Ms. ***** has provided has been incorrect and we request this issue be closed. ************ still has issues with their internet, our **************** team would be more than happy to help troubleshoot the issues by contacting us at the number listed below.

Should Ms. ***** have additional questions, he/she may contact our **************** Department at *************.

Sincerely,

******* C
**************** Support Team
**********************
Customer Answer
Date: 07/02/2025

Complaint: 23523898

I am rejecting this response because:
they are the ones that are lying. As the time goes on the service continues to get worse. The upload speed is nonexistent and they tell you it will be between ***** and I have never gotten over 8. It takes me all day to upload a ten minute video. The service is not available at high speeds in my area and it does not work as promised. I would like to return my equipment and cancel the ***************** Us cellular is clearly manipulating the situation and taking advantage of me as a customer. If the service worked I would not be complaining.

Sincerely,

******* *****
Initial Complaint
Date:06/24/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with US Cellular for 10 years. I recently purchased a new phone and was paying $40.00 unlimited. You realized once I got home that i there was no hot spot on the phone. I called **************** and since that didn&#**;t work out I went back up to the store. I got a new phone Moto 2025 the hot spot still didn&#**;t work. I was told to bring my old phone back and they would reactived so that the hot spot would be on my old phone. I was promised that I would get a refund of $40.00 for the new phone since the hot spot wouldn&#**;t work.
Business Response
Date: 06/25/2025
June 25, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*******************************************************
****************

Re: Complaint Number: 23511440
Customers Name: ******* ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of ******* ******* complaint which states one of our store representatives sold them a new phone due to the hot spot not working, but the hotspot did not work with the new device either.******* ****** is requesting a refund of *****.

Upon review, I am seeing several conversations had with our customer in store and though over the phone support about the hot spot issue. While we strive for one call resolution, in this specific case, our customer needs to ask for Technical Support. The hot spot worked just fine last bill cycle, as all 15 GB were used in full.

After review of the facts in this case, we are going to apply a one-time credit of ***** to ******* ******* account.

We would like to apologize for any misunderstandings and technical issues. We also would like to thank ******* ****** for allowing us to review this information to make a final decision. We do want to be sure ******* ****** is aware this is a one-time courtesy, and any future requests for credit will be strictly adhered to our policy. We would like to ask that if our customer has any further questions that they dial 611 from their cell phone or **************. We hope that you have a pleasant week!

Sincerely,

****** *.
Customer Service Support Team
**************************...
Initial Complaint
Date:06/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need a copy of my final bill with US cellular to forward to my new phone provider so they can send me a **** gift card to pay off my bill. I contacted US cellular to get a copy of my bill sent to me or emailed to me so that I could pay them off. They denied my request saying that my account was deactivated and could only send me a paper bill to my old address ( I have not lived at my old address for 2 years) I asked if they could mail it to my new address and they said "no" because my account was deactivated, I asked if they could email it to me, again the response was "no" because my account was deactivated. I explained that I did want to pay off my balance but needed a copy of my final bill. They refused to send it to my current address or email address and said there was nothing they could do about it. I just need a copy of my final bill to pay them in full, but they will not send it to me.
Business Response
Date: 06/25/2025
June 25, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
**********************************************************************************************

Re:Complaint Number: 23508497
Customers Name: ***** ***************
UScellular Account Number: N/A

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Mr. **************** correspondence in which he states that he needs a copy of his final bill with UScellular to send to his new phone provider to get a pay off on his equipment. He states his request was denied due to his account was deactivated and could only send a paper bill to the old address. Mr. *************** states he has not lived at his old address for 2 years. Mr. *************** also states he was denied when requested a copy of his bill be sent to his email address.

We understand how important it is for Mr. *************** to get a copy of his final bill. Upon review of the account, we do see the account has been cancelled. Because we value the security of our customersinformation, we require a one-time PIN be sent to an active MDN on the account to update the address. We also are not able to email a copy of the bill to an email address.

We recommend that Mr. *************** visit a UScellular store, with valid photo ID, to have a copy of his final bill printed out.

Sincerely,
****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 06/27/2025

Complaint: 23508497

I am rejecting this response because: 2 reasons. 1 I tried to update my address and the person on the phone said that it could not be updated due to the account was deactivated. 2 The closest store to me is in a different state almost 3 hours away.

Sincerely,

***** Vanwesterhuyzen
Business Response
Date: 06/30/2025

June 30, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*******************************************************
*****************
Re: Complaint Number: 23508497

Customer's Name: ***** ***************
********************** Account Number: *********

Good afternoon,
Thank you for contacting UScellularregarding the above account. Mr. *************** has rejected our response stating denied the update of his address, and he lives almost 3 hours from our local store. I understand Mr. ***************s situation and will review the issue for him.

The account reflects Mr.*************** set the account up on September 30, 2022, with the current billing address on file. He set up his online account, which he used to manage the account and Auto-payment and Paperless billing features. In the many communications with the customer since that time, Mr. *************** never attempted to change his address on the account with us or online. On April *******, he moved the cellular numbers to a new carrier.
This change removed the Paperless billing and Auto-payment feature on the account. Between April 2, 2025, and June 5, 2025, multiple emails and text messages were sent to the previous phone number and email of record on the account. We did not hear from Mr. *************** until June 23, 2025, requesting a copy of his previous 3 bills.

I apologize for the inconvenience it may cause Mr. *************** to get a paper copy of his statements.However, our policies are set for our customers security. We are unable to email copies of bills, and we can only send reprints to the billing address on file after it has been on the account for a full cycle. Due to the increase in fraud in our industry, we cannot change the address we send personal information to over the phone without a form of Multiple Factor ***************** review, to avoid the account going to collections on a past due balance from April 28, 2025, I would highly recommend Mr. *************** stop by one of corporate stores to update the account and make a payment.

Our position on this matter;however, remains the same and we respectfully request that this complaint be closed.

If Mr. *************** has any new concerns, he may call our *************************** at the numbers listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 07/01/2025

Complaint: 23508497

I am rejecting this response because: I am not trying to defraud anyone, I just want to pay off my account and need a paper or email statement. I am more than willing to fill out "a form of Multiple Factor Authentication" or give any information needed to update my address to get a final billing statement sent to me. I do not think it is acceptable for US cellular to ask me to drive 3 hours or more to get a copy of my statement that I just want to pay the account.
I do apologize for this inconvenience, but I had to move and switch my service due to the fact that you do not service my area. My time with US cellular was very good, I never had any problems and the service was great. I understand policies and that there is a lot of fraud out there. I am willing to give you any information you need to be able to update my address to send me a final bill so that I can pay it in full. If there is any other option than driving 3 or more hours to get a copy of my statement I would be thankful.

Sincerely,

***** Vanwesterhuyzen
Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reached out to US Cellular using their chat function and eventually reached a representative. I told them I was interested in receiving the promo I had received in an ad. I was eventually told I needed to switch data plans, and I asked her which plan I needed to switch to and I agreed. Once I agreed, she told me I now needed to switch to a more expensive plan to get the promo. It was a classic bait and switch. It took almost two hours of talking with her and her manager to finally get my plan back to how it was. I asked for proof that my plan would be changed back, and they said they could not provide it. These bait and switch promotions from US Cellular are constantly reported but it seems there are never any repercussions.
Business Response
Date: 06/22/2025
June 22, 2025
Better Business Bureau of *******
Attention: BBB Customer Relations Representative
***********************************************
******** *******; 60601
Re: Complaint Number: 23498421
Customer's Name: **** ****
U.S. ********************** Account Number: *********
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Mr. ***** correspondence in which ******* shared he reached out to us through our Web Chat Channel, in efforts of getting a promotional offer applied he received in an ad. Its never our intention to mislead our customers about our promotional offers, and Id like to apologize for the troubles Mr. **** has experienced with this matter. My name is ******* and Ill be reviewing this matter for Mr. **** today.
Although I cannot see any ads that may have been presented to Mr. ***** I was able to check Mr. ***** account to review offer codes weve sent. Currently the only offer showing on Mr. ***** account is our 50% Off Newest iPhone (Promo Code APLPOSTCR415). To qualify for this promotion, our ******** would have been required to change his current plan. Ive included the promotions requirements below.
Campaign Source Code
Unlimited Evolved/Data (1.0, 2.0 or 3.0) Plan; Even Better
Customer must be Early Upgrade eligible to qualify
Qualifying iPhone purchase on 36-month RIC
Offer paid via monthly credit of $11.53 on a 36-mo. ***
After careful review of the notes on Mr. ***** account documented 6/20/25, I was able to determine Mr. **** contacted our Web Chat team to have this promotion applied. Our team also advised Mr. **** his current plan (Unlimited Evolved 2.0) was not eligible for the promotion. Mr. ****** plan was then changed to our Unlimited Evolved Consumer offer. A few moments later, Mr. ****** plan was changed back to his original plan- Unlimited Evolved 2.0.
Due to system limitations, were unable to provide ******* with documentation showing plan was changed back to his original plan. If ******* would like to see the details of his current plan, he can sign into MyAccount,or wait for his next bill to generate, as it will show the offer changes that were completed on 6/20/25.

If Mr. **** is still interested in our 50% Off Newest iPhone,please have him contact us at *************** or 611 from his cell phone, and well be more than happy to change his plan and send him a new iPhone.
I would like to thank Mr. **** for being our customer and allowing me an opportunity to review this matter for him today. Should ******* have any further questions, please have him contact us using any of the numbers listed above.
Sincerely,
****** *. | U.S. Cellular | **************** Support Team | **************

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