Business Profile

Wireless

UScellular

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wireless.

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.
269 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/19/2025
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 have been a customer of ********************** for more than 15 years. I have been trying to get them to unlock my phone for 6 days and counting. - I paid off my phone on Saturday, June 14th and was told at that time I could port my number and the phone was "free and clear." I ported my number and then the new provider informed me that the phone was still locked.- I was then told I had to pay off my bill (even though it was not due yet) before it would be unlocked. So I paid off my bill. Still - they did not unlock my phone.- I have contacted customer service either by phone (borrowing another phone) and online chat every single day since Saturday and I get a different story from every entity I speak to.- I have spent hours trying to resolve this issue and I get nowhere. - My account was in good standing and had been for more than 15 years. - My phone is fully paid off.And yet - they are holding me hostage and giving me the run around at every single turn. They are deceitful and untrustworthy. I want my phone unlocked so that I can run my business, travel safely, and go on with my life.
Business Response
Date: 06/21/2025
June 21, 2025

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

Re: Complaint Number: 23494234
Customers Name: ****** *******
********************** Account Number: *********

Thank you for contacting US Cellular in reference to the above account. We are in receipt of Ms. ******** complaint regarding a request to unlock her devices. My name is ***** and I welcome the opportunity to review Ms. ******** account and respond to her concerns.

In review of Ms. ******** account, both devices have been unlocked as of 06/19/2025. If Ms. ******* is unable to activate the unlocked devices with her new carrier, we recommend connecting the devices to Wi-Fi, downloading,and installing the latest software updates. It is also important to verify with the new carrier that the specific make and model of Ms. ******** devices are accepted on their network.

We would like to thank Ms. ******* for being a part of our US Cellular family for many years, have a pleasant day!

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ***** *. | Customer Service Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 06/23/2025

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,

****** *******
Initial Complaint
Date:06/19/2025
Type:Order 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.
Phone updated to the newest software without permissions and I feel that this is a break of contract between us cellular and *******, it shut down ****** and you tube and it wants go go back to old UI but there is no way to do that conventionally
Business Response
Date: 06/21/2025
June 21, 2025

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

Re: Complaint Number: 23493936
Customers Name: **** *********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account.

We have reviewed Mr.Underwoods complaint that there was a software update performed on his ******* tablet by ******* and UScellular and that he did not request this update. Mr. ********* states he considers this a breach of contract and he would like to return to the previous software version as he is now experiencing issues with some of his applications randomly closing.

With regard to software updates, these come directly from the manufacturer and UScellular has no control over the software update process. Customers should receive notification when a new update is available and follow on screen prompts to upgrade. In all instances the customer must be connected to Wi-Fi to download any available upgrades.

I regret that UScellular cannot assist Mr. ********* with this issue. He will need to contact ******* directly for resolution.

Sincerely,

******** *.
Customer Service Support Team
**********************
Initial Complaint
Date:06/18/2025
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.
My parents had decided back in December to get a family plan with US Cellular and offered to put me on it since they've been paying my sister's phone bill for years. I initially got a ******* galaxy S24FE from them, which was financed. I upgraded to a galaxy Z Fold 6 with them on April 19th, which I paid in full the day I bought it for $1899.99. Yesterday, we decided to switch to ***** as we have our internet through them and they cut us a good deal by bundling our phone service with them. Today, June 18th, I go to US Cellular and pay off the balance owed on the S24FE I had financed with them back in December. The associate then informs me that I will not be able to transfer my Z fold 6 over to ****** network until August, because they have a built-in feature that prevents phones purchased from them from being able to move to other carriers, specifically 120 days in my case. I guess this is the mechanism they use to extort or coerce people into staying with them. Nothing was said about this when we signed up for them initially back in December. My father, who is an elderly man in his 70s and wears hearing aids was having trouble getting his phone transferred to their network, and he ended up being sort of rushed through signing all the forms at the end, since it was close to their closing time. I believe some things were not explained very well to him, and I have no recollection of us being told they could effectively "hold hostage" any devices we purchased from them for a specified period of time. Our monthly bill has also been higher, about $35 more than the amount my father was quoted. Maybe I'm old fashioned, but I've always had the impression that when you purchase an item in full from a business and receive a receipt of sale, you now have full ownership of said item and are free to use it in whatever capacity you wish. I will never do business with this company again and will actively dissuade any friends and family from using them as well.
Business Response
Date: 06/21/2025
June 21, 2025

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

Re: Complaint Number: 23489382
Customers Name: ****** ********
********************** 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 was included in his familys account when they started service with UScellular in December 2024. Initially he had a ******* Galaxy S24FE and has upgraded to a ************* 6 on April 19th and paid $1,899.99 in full at that time. Further, Mr. ******** states the family decided to move their service to AT&T and was advised that he could not move his device until August because UScellular prevent phones, specifically the model Mr. ******** has, from being moved to other carriers for 120 *******. Stinnett states he surmises this is a mechanism to extort and coerce customers into keeping service with **********************. Mr. ******** also states his father is elderly and believes he was rushed into signing the service agreement when service was started without a full explanation. Mr. ******** states the bill has been higher than his father was quoted and he will never do business with USCellular again. Finally, Mr. ******** wants as a resolution to have his phone unlocked so he can move to another carrier now or be allowed to return it for a full refund.

We have reviewed Mr. ********* concerns. Upon review of the account Mr. ******** is not an authorized party and because we value the security of our customers information, we cannot provide any information that is specific to the account. However, we can confirm that UScellular does have a policy that post-paid smartphones are locked to our network for 120 days even when paid in full. This is an industry standard practice, although different carriers have different device lock **********. Stinnett stated he purchased his device in April and is therefore outside the 15day guarantee period. There is no exception to the device locking policy even though a phone is paid in full.

We recommend that when Mr. ******** can or does take his device to another carrier that he confirms their device locking policy terms. If more information is needed, the Account Owner can submit a complaint or contact our **************** team to review the account and discuss the options with our Cancellation Team by calling ************.

Sincerely,
***** *.
**************** Support Team
**********************
Customer Answer
Date: 06/23/2025

Complaint: 23489382

I am rejecting this response because: Our salesperson stated that our plan "was not under contract" when signing up. To the average individual, that would imply that the service can be terminated, and devices transferred to another carrier at any time without penalty, so long as the customer has no remaining financial obligation to the service provider, which we did not in this case. I think that would make that "no contract" statement somewhat dishonest, although perhaps not intentionally. Maybe in ***'s frame of mind this policy is not so, however having the ability to willfully inhibit the use of someone's device sounds a lot like a contractual obligation to me. I will give them the benefit of the doubt that their claim of this being an industry wide practice is truthful, as we were informed by AT&T that they have a 60 day unlock policy before signing up. That's the main difference here, AT&T was up front and transparent about this practice, *** on the other hand never mentioned it once to my recollection. Again, I am not stating that I believe that the *** **** were intentionally deceitful, but such a policy should be clearly and concisely disclosed to the customer before they make a purchase and or enter into an agreement with a service provider. Why would it be the customers responsibility to comb through snares and entanglements hidden within fine print? The only conclusion I can come to is that it must be something they would rather the customer not know about. I have yet to think of any other industry where a consumer can purchase a product from a business, have full ownership of it, yet the company who sold the product and no longer has any financial or other claim of ownership to it can inhibit the customers use of the product at will. That being the case, I'm going to make a counter recommendation that *** trains its sales associates to disclose terms and conditions directly to the customer before a transaction is finalized, particularly if they are going to give a customer the impression that they are not being placed under contractual obligations or contractual like obligations.

Sincerely,

****** ********
Business Response
Date: 06/24/2025
June 24, 2025

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

Re: Complaint Number: 23489382
Customers Name: ****** ********
********************** Account Number: N/A

Thank you for contacting UScellular in reference to the above account number. We are in receipt of ******************** correspondence in which he disputes our response regarding the Device Unlocking Policy for Postpaid Devices.

As stated in our previous response, ****** is NOT an authorized party on the account and therefore we cannot provide any additional information that is specific to the account. We will continue to confirm our Device Unlocking Policy specific for this device and that it will automatically unlock 120 days after the activation date. We also will confirm that there are no exceptions to the device unlocking policy even though the device is paid in full.

If more information is needed, the Account Owner can submit a complaint or contact our **************** team to review the account and discuss the options with our Cancellation Team by calling ************.

Sincerely,
****** *.
**************** Support Team
**********************
Customer Answer
Date: 06/25/2025

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,

****** ********
Initial Complaint
Date:06/18/2025
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.
Between 07/24/2024 and 06/05/2025. U.S. Cellular has charged each month for global pass (international calling) when I requested it be removed on 07/24/2024 when I returned stateside. Everytime I questioned their customer service I was told charges were valid. Finally on or around the 06/01/2025 I went into the store and the representative there immediately saw what they had been doing, we contacted customer service spoke with ****** who verified all this put in notes a ticket stating they had overcharged me $1056 dollars, he ask me to wait 5 days and call back. I did and 5 days I was told they removed this from any future bill, but they would refund or give me bill credit for the overcharges amount because bills were valid. How can they be valid when they were charging me a service I did ask for? When two of their representatives admitted to me they overcharged ***** my opinion they are thieves
Business Response
Date: 06/20/2025
June 20th, 2025

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

Re: Complaint Number: 23488503
Customers Name: *********** ******
U.S.Cellular Account Number: n/a

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

We are in receipt of ********** complaint in which he states that he is being overcharged for international services on the billing. We can understand Mr. ******* frustration when his billing is not what is to be expected. We apologize for any frustration this may have caused Mr. ***************** would love to assist ********* further, however, the phone number listed on the complaint does not match an account and there is no other account information listed. If we are still needed for assistance, please have Mr. ****** reach back out with one of those pieces of information.

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

Sincerely,

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

Customer Answer
Date: 06/30/2025

Complaint: 23488503

I am rejecting this response because: This matter has not been resolved and US Cellular has made no attempts to contact me regarding this matter.
Please don't show this as closed. This is a very bad business and they deserve any ***** **** they get.

Thank you.

Sincerely,

*********** ******
Business Response
Date: 07/01/2025
July 1, 2025

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

Re: Complaint Number: 23488503
Customers Name: *********** ******
UScellularAccount Number: n/a

Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Mr. ******* rebuttal in which he states his issue has not been resolved and we have made no attempts to contact him regarding this matter. Mr. ******* desired settlement is a billing adjustment.

We are truly sorry for any frustration Mr. ****** has experienced. When we receive a complaint through the Better Business Bureau, we need the UScellular phone number or account number to review the account and respond to the inquiry via the Better Business Bureau;we do not reach out to the complainant in other manners. Since the phone number Mr. ****** provided in his is complaint not a UScellular number, we are unable to proceed with reviewing Mr. ******* complaint. He is welcome to resubmit his complaint with his UScellular phone number or account number if he would like to continue the process of communicating via the Better Business Bureau.

Should Mr. ****** have additional questions, or like immediate assistance, he may contact our *************************** at *************.

Sincerely,

*** *.
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:06/18/2025
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.
On 6/17 5pm I walked into the corporate center of US cellular. **************************************************. There were 2 staff. ****** I spoke with and there was a gray haired bearded man. Neither had name tags or calling cards.I had spoken to *** on the phone due to continued reception and dropped phone calls at my house. I explained to ****** the dilemma and told him I was instructed to come in and get a new Sim card for my phone to see if that would improve. I gave the number part. He rolled his eyes and said " they shouldnt have told you to come here. we don't have any and *** shouldn't have sent you to us." he stated he had another one and that's it. Never once getting out of his chair to check for any other resource such as another phone that may have one. No greeting no manners. I then asked if there were other stores in ****** or Waukegan or Zion that he could call and see if they have them and have it shipped over to this store. "We don't do that. You can do that, that's not in our customer service. " We aren't doing that. That's an old phone and we don't do that. So I asked what he could do to help me with my dilemma ( all being on file in the computer which he could have looked at.) He was highly resistive to any help with the ongoing trouble I was having with my phone. He didnt offer to show me another phone, offer to look at my phone, look at the notes of the online help. He was nasty. His demeanor was agitated and frequently rolled his eyes before he answered questions and would roll back in his chair. Lots of body language that was poor manners and poor customer relation management. He had no ID badge on to identify him. He refused to call the other stores. Thats not my job, your phone is old. You can do that. I am not going there to get a sim card. please see "other statement" and attached word doc.
Business Response
Date: 06/20/2025
June 20,2025
Better Business Bureau of *******
Attention:BBB Customer Relations Advocate
********************************************************************************************

Re:Complaint Number: 23487586
Customers Name: ******* ******
U.S. ********************** Account Number: *********

Good evening,

Thank you for contacting UScellular regarding the above account with Ms. ******* complaint about the service she received in one of the UScellular stores when needing assistance with a new Sim Card, and what she heard after she ended a call with the same associate over the phone. I am happy to review this issue for our customer, I do understand frustration caused by the interaction in her store.

I Sincerely apologize for the experience Ms. ****** has had with our store. This behavior does not reflect the values of our company, and I am truly sorry for any distress this has caused Ms. *******

Please know that we take Ms. ****** feedback very seriously. I will be addressing this matter with my leader and the leader in the store to ensure it does not happen ********* Kleist feedback is invaluable in helping us improve our service in our stores and with Customer Support.

I would like to thank Ms. ****** for bringing this to our attention. Should Ms. ****** have additional questions, she may contact *************************** at ************** We are open 7 days a week from 7AM to 10PM CST and eager to help! I would like to personally thank Ms. ****** for allowing me to review this complaint and I hope she understands this resolution.

Sincerely,
April S
Customer Service Support Team
**********************
Initial Complaint
Date:06/17/2025
Type:Order 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 am simply not receiving the product paid for, I have purchased: Home Internet Everywhere Advanced 600 GB priority internet service, the plane details are as follows: Speeds provided with plan, Typical 50-220Mbs Download 5G-Speeds 13-90Mbs 4G-8-35Mbs,Typical Upload Speed:15-50Mbs 4G:4-15Mbs,Typical Latency:50-60ms 5G+,5G:55-65ms,4G:60-94ms,$0 Charge over, I am paying $59 a month however what I am receiving on a regular basis, 1Mbs and many times -1Mbs download speeds, now I have the best router offered at the time, it is from their store, so completely compatible and the response for tech support always, to disconnect or reset as well as restart the device used, well that is beyond tiring at the least, but worse yet when I connect I keep having to go to check connection and many more times it has to reconnect because the upload a d download speeds are too slow to register, and that with an excellent connection. Now, I would like to stay with the company and receive both my mobile and internet with same company but this is not providing the services I have paid for. Then to top that off I am trying to limit my info being released and opt out all marketing, in which they rely on the **** which means you have to have a California address or hire an agent to represent you, as well be tangled and thwarted by unbelievable hangups, so here's my grievance the main store is in ********, I am in the state of ******, neither of which protects American Citizens from having our privacy protected and I am a a disabled Veteran, a real kick in the teeth.
Business Response
Date: 06/19/2025
June 19, 2025

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

Re: Complaint Number: 23483231
Customers Name: ******* *****
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ****** complaint in which he shares our typical internet speeds and states he is receiving less than typical speeds. To resolve speed issues Mr. ***** states he has to disconnect or reset his device. He also ********************** he would like to limit his information being released and opt out of all marketing. Mr. ****** desired settlement is:I wish to get the services I am paying for.; I would like a credit of service credit added for the months of services not received and the frustration I have suffered; All my data removed, not sold for mailing & internet marketing.

We are truly sorry Mr. ***** has not received the speeds he expected and that he is concerned about his information being released. We understand it can be troublesome to reset a slow device. My name is ***, and I appreciate the opportunity to respond to Mr. ****** complaint.

The home internet we provide is through a cellular connection. As such, speeds can vary. It all depends on the area, coverage, where you place the device in your home, foliage, etc. So,we cant guarantee coverage or speeds, but we do strive to meet the typical speeds we share on our website. Additionally, because the connection is through cellular service it is normal for it take a few minutes after resetting the device for things to come online. Since we cannot guarantee speeds, we are not able to issue credits if Mr. ***** is receiving speeds lower than our typical speeds.

In review of the account, I am not seeing any notes that Mr. ***** has worked with one of our Setup Coaches.Since slow speeds can be a result of device placement, I suggest that Mr. ***** call ************ to work with a Setup Coach. Our Setup Coach can help ******** verify his device has the best possible placement for top speeds.

We certainly understand how important it is to have control of your private information. Mr. ***** may visit our website for our privacy policy ***********************************************************************************; that has information on how all customers,not just those in **********, may opt-out of sharing Customer Proprietary Network Information (CPNI.) Below is a snipped from our website of the information that Mr. ***** may be looking for.
If you wish to opt out,contact us at any time by calling our toll free CPNI Opt-out Line at ************ and follow the instructions. *** users can opt-out by first dialing a telecommunications relay service ************* via 711, in order to contact a TRS Communications Assistant (**). Then simply ask the CA to dial ************ and follow the recorded instructions. We will assume you have provided consent if you do not contact us beginning 30 days after the first time, we provide you notice in your bill or in a text message.

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

Sincerely,

*** *.
Customer Service Support Team
**********************
Initial Complaint
Date:06/15/2025
Type:Order 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.
Paid my last bill and haven't had their service in almost a month. Last bill should've been adjusted but I paid it anyway cause I want them to go away. Then they send another bill even though I don't owe them anything.
Business Response
Date: 06/17/2025
June 17th 2025

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

Re: Complaint Number: 23472632
Customers Name: ******* ******
************************** Account Number: *********

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Mr. ****** complaint in which he states that he should not owe a balance after paying his bill. He is requesting for his bill to be adjusted.

We have adjusted the balance on the account. We apologize for the inconvenience.

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

Sincerely,

*** *.
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:06/13/2025
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.
Hello, I regret to inform you that my account has been compromised. ***** **** Scwarts stole my cellphone ******** A16) and gained access to sensitive personal bank information. She was in possession of my phone April 10th, but had access prior. Due to the fact we were roommate's in Spring 2025. She was able to change the fingerprint verification in my phone 'settings' and pose as me, KatrinaMichelleHuempfner. I no longer have access to the mobile number *************) used to create the account. I can not be sure of how deep this professional con artist dug. So I have reported the fraud with the ************************ as well as the ****************************** and local authorities. This fiasco has taken a negative impact on my credit score and mental health. Any charges or changes to my account that were unauthorized need to be rectified, for I have not had access to the mobile app until recently in June. I am currently unable to log in to the account but regularly recieve messages about transactions pending on the ****** mobile app. I am willing to satisfy the debt incured in a '**** ****' attempt to save my credit which was a mere 719 prior to the incident.When the thief stole my cellphone she removed the eSim in attempts to load her Spectrum phone service. I learned that erasing the eSim essentially disconnected my service from UScellular and somehow voided my insurance. I have been to the local store five occasions and entertained multiple phone conferences with Asurion the cellphone insurance company and UScellular to no avail. A technicality they hide behind to deny my claim even tho the bill is still being paid each month and i have the physical device in hand they will not reactivate my service or provide a replacement. As a result I no longer have access to the mobile number 5071, used to create the account in question. I simply want what I pay for. ************** **********************
Business Response
Date: 06/17/2025
June 17, 2025

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

Re: Complaint Number: 23463697

Thank you for contacting UScellular in reference to the above account.We are in receipt of Ms. ********** correspondence. In her complaint she advises that she was a victim of fraud and that she would like her device replaced by the Asurion policy that was in place.
It was my intention to pull up her account in my system to determine what we could do to assist. Unfortunately, while reviewing the complaint,I noticed that this correspondence was submitted by someone other than the account owner. Ms. ********* is not an authorized party on this ********** protect the privacy of our customers accounts, I am only able to provide account-specific information to authorized parties. To assist her with any account-specific information, I will need the account holder to contact us and add her as an authorized user.
If the account owner would like immediate assistance, he may contact our *************************** at ************ or 611 from a US Cellular phone U.S.Cellular. Thank you for the opportunity to assist you.
Sincerely,

******* *.
Customer Service Support Team
**********************
Initial Complaint
Date:06/12/2025
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.
please see attachments below to show what happened in screen shots due to visual imparment
Business Response
Date: 06/14/2025
Thank you for taking the time to contact us. Upon reviewing your complaint, it is unclear in the screenshots what you are stating. I have reviewed the notes on your account, and I see you had requested for bill reprints to be sent to you in March 2025. Those reprints have been sent, when reprints are sent there is a $5.00 per month charge that is billed to the account. I see that the charge of $175.00 was credited off yesterday. In the future, if you need to review the call detail for your lines that can be reviewed right through your account online along with viewing the actual billing statement.
I want to thank you for being a valued member of our U.S.Cellular family! We are always here to help so if there is ever anything we can do for you, please do not hesitate to contact us. We are just a phone call or email away. I hope you have a wonderful day!

Customer Service Support Team
**********************
Initial Complaint
Date:06/12/2025
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.
Went into the store back in March to upgrade my sons phone. The representative recommended adding a line to get a free phone. He quoted us the bill around $400. When the bill produced it was significantly higher then what was stated. I contacted them and was told it was a miscommunication due to an ach credit. The representative advised he would give us a 1 time credit of $50 for the mix up and it should be on the next bill. The bill we got had no credit and was still high. In May, I contacted them and was referred to customer service. When I spoke with customer service they referred me back to store that offered the 1 time credit, so I went back into the store to get things worked out. I was advised since I receive paper statements the credit wasn't applied. I changed how I received the statements and was told the credit would be applied. Well I got my bill and it was not applied. I contacted them again and was told this time that customer service was the only people that could apply the credit. I feel I keep getting the run around. I just want my 50 dollar credit that was promised. My bill was supposed to be lowered with adding this new line(that wasn't really even needed) but this has not been the case.
Business Response
Date: 06/14/2025
June 14, 2025

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

Re: Complaint Number: 23454959
Customers Name: ***** ******
********************** Account Number:

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Mr. ******* correspondence in which he stated that they went into our store to upgrade a phone and instead we added a line to the account. The bill has been higher than advised due to a missing credit. They were promised a $50 adjustment on the bill due to the misunderstanding and that the credit would be on the next bill. The adjustment was not applied, and the auto pay/ paperless billing discount was missing. They feel like they are being given the run around and would like to have the credit applied.

We have reviewed Mr. ******* concerns, because we value the security of our customers information,we require the Account Owners name as listed on the account for verification purposes. This was not provided in the submission.

Please advise Mr. ****** to resubmit this complaint with the information requested above and we will be happy to address his 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
**********************
Customer Answer
Date: 06/14/2025

Complaint: 23454959

I am rejecting this response because: account holder name is ***** ******. I am authorized to make changes to the account.

Sincerely,

***** ******
Business Response
Date: 06/18/2025
June 18, 2025

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

Re: Complaint Number:23454959
Customers Name: ***** ******
********************** Account Number:

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Mr. ******* correspondence in which he stated that they went into our store to upgrade a phone and instead we added a line to the account. The bill has been higher than advised due to a missing credit.They were promised a $50 adjustment on the bill due to the misunderstanding and that the credit would be on the next bill. The adjustment was not applied, and the auto pay/ paperless billing discount was missing. They feel like they are being given the run around and would like to have the credit applied.

We have reviewed Mr. ******* concerns, because we value the security of our customers information,we require the Account Owners name and the PIN for ***** as listed on the account for verification purposes. This was not provided in the submission.

Please advise Mr. ****** to resubmit this complaint with the information requested above and we will be happy to address his 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
**********************
Customer Answer
Date: 06/20/2025

Complaint: 23454959

I am rejecting this response because: I've submitted this twice now, you keep rejecting it without telling everything that is needed, first you asked for account holders name but didn't mention the pin. My pin is ****

Sincerely,

***** ******
Business Response
Date: 06/24/2025
June 24, 2025

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

Re: Complaint Number: 23454959
Customers Name: ***** ******
********************** Account Number: *********
***** ******

Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ******* complaint,wherein Mr. ****** provided the security PIN for his ********************** account. My name is ***** *** and its my pleasure to review the original complaint and assist Mr. ****** today.

In Mr. ******* original complaint Mr. ****** states that he was offered a one time credit of $50.00 for a miscommunication and that the credit was not applied to the account.

Upon review of Mr. ******* account, I do seen notes that mention the offered credit. I did not see that the credit was applied. I did apply that credit today.

We have reviewed Mr. ******* complaint. As the requested credit has now been applied, we feel that this matter has been resolved.

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

Sincerely,

***** *** *.
Customer Service Support Team
**********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

UScellular is NOT a BBB Accredited Business.