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.
269 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:06/11/2025
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 have tried multiple times to cancel my internet services but they said I have agreed to a contract yet I was not made aware that the Wi-Fi was on a contract and I was to the understanding that it was a rental like any other internet service where you sign up you use their equipment and if you decide to cancel you send their equipment back this was not the case and now they are refusing to fix their mistakes and to be very clear I am canceling internet services with them due to the fact that their internet services do not provide well for my family in our household
Business Response
Date: 06/13/2025
June 13,2025

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

Re: Complaint Number: 23457070
Customers Name: Brooklyn ******
***************************** Number: N/A

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* complaint in which she is seeking to cancel the internet account due to not knowing that the internet account, was connected to a contact.

I am truly sorry for any frustration Ms. ******* experience from this situation. I understand how important it is to be able to cancel when needed. My name is April, and I appreciate the opportunity to assist Ms. *******

Upon review of the account, I that Ms. ****** has not provided the number associated with the internet account, without the verification, I ask that Ms. ****** contact Customer Support for assistance or re-submit a BBB request with the account phone number included.

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

Sincerely,
April S.
Customer Service Support Team
**********************
Initial Complaint
Date:06/11/2025
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.
The other day I noticed lots of spam call all the sudden. Around ***** per day. Then my phone stopped accepting or letting calls come in or go out. Us cellular said nothing about outages. Now they refuse to shut off my account which is fraud. They purposely dont have a button to cancel through their website so they can keep you as a customer by force. I seek credit in the amount of my bill for 2 months and them to pay off the phone I purchased through them. I also am in the process of transferring my number but theyre purposely holding that process up as well which is affecting my work. If this is not resolved quickly, it will become a legal matter.
Business Response
Date: 06/12/2025
6/12/2025

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

Re: Complaint Number: 23453890
Customers Name: ****** ******
********************** Account Number: **********

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Kutter Calliss correspondence. In Kutters complaint, they advised a few different concerns ranging from receiving spam calls, to an outage, to having issues cancelling their service. We definitely hate to hear of the above described issues and would love to help.

We have reviewed Kutters concerns.Because we value the security of our customers information, we require the correct address as listed on the account for verification purposes. This was not provided in their submission.

Please advise Kutter to resubmit this complaint with the information requested above and we will be happy to address their 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,

******* C
Customer Service Support Team
**********************
Customer Answer
Date: 06/14/2025

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. We have settled the issue and all issues have been corrected outside of the BBB communication. Thank you for your time.

Sincerely,

****** ******
Initial Complaint
Date:06/05/2025
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.
$226.83 to $262.14 for last to months. We are told that $226.83 will not be amount going forward. We were taking off auto pay and that cost us $10 a month. We are back on it now. Don't know what happen in May. *********** was terrible in helping they either didn't understand us or just played dumb. I called them on 4-16-2025 same problem and when ask to talk to supervisor they hung up on me. This time on 6-05-2025 the would not let me talk to supervisor. Said none available and they would call me back. US Cellular drop the call with this customer. Correct invoice amount is **********. Wrong Invoice Number 0728981480.Thanks BBB
Business Response
Date: 06/07/2025
June 7, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*************************************************
*******, *******; 60601

Re: Complaint Number: 23431972
Customers Name: ***** ********
********************** Account Number: N/A

Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Mr. ********* correspondence in which he states UScellular took him off autopay without his consent and he was hung up on when requesting a supervisor. Mr. ******** states his bills have been $226.83 to $262.14 for last two months. He is disputing $80.00 and requesting an explanation of charges.

We have reviewed Mr. ********* concerns. Because we value the security of our customers information, we require the account owner to submit any disputes via the Better Business Bureau.

Please advise Mr. ******** to have the account owner submit this complaint and we will be happy to address the concern at that time. *************** is authorized on the account, our *************************** can speak with him to review the why the autopay was removed and review the bills in question. We apologize for any inconvenience 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: 06/10/2025

Complaint: 23431972

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 06/11/2025

Complaint: 23431972

I am rejecting this response because:
I am authorized on the US cellular account. I'm the one paying the bills. They have no problem overcharge in my account. I have also already contacted the call center *****. I was hung up the first time and a supervisor never called me back the second. I have full access a 100% to the account. We set it up in the beginning with the representative from US cellular in the store. We did bring this up that I need full access to do whatever with the account. And of course, they said yes, and now they're saying that I'm not authorized to file a complaint?

Thanks for your help

Brian

Sincerely,

***** ********
Business Response
Date: 06/11/2025
June 11, 2025

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

Re: Complaint Number: 23431972
Customers Name: ***** ********
********************** Account Number: N/A
**** *****

Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ********* rebuttal,wherein Mr. ******** states that he rejected the previous response that advised Mr. ******** that he was not authorized on the account. Mr. ******** also mentioned that he was hung up on, and that a supervisor did not call him back,by UScellular. Mr. ******** would like a bill breakdown for the last couple of months. My name is ***** *** and its my pleasure to assist Mr. ******** today.

First, I would like to apologize to Mr. ******** for the experience he had when he called our **************** team. If Mr. ******** is able to provide the name of the associates he spoke with well be happy to provide feedback to those associates.

Upon review of the account, I do see that Mr. ******** is authorized. I have reviewed the May and April bills and see that the autopay discount did not generate in May. This is why Mr.********* **** increased in the month of May. Although the discount was not applied due to an expired card on file, I have applied a credit of $35.00 for the missing discount.

We have reviewed Mr. ********* complaint. We have applied a credit for the missing discount to resolve the issue.

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

Sincerely,

***** *** *.
**************** Support Team
**********************
Initial Complaint
Date:06/05/2025
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.
In the month of December I switched my plan from another carrier to us cellular and wanted my bill to be as close to the bill I was paying as possible which was $ ****** I was told my bill would be $170 with the switch of the 4linesand that the initial bill would be a little higher because of fees but not that much I agreed switched four lines. Im on a fixed income and now my bill is almost ***** because I can not afford almost 300 dollars per month bill thats why the bill has been each month I can not afford over the $170 per month. Im going to have to cancel the service at this point. I was honest when I said what I could afford. I would have stayed with the carrier I previously had I known that what I was told was not honest as well
Business Response
Date: 06/06/2025
06/06/2025
Better Business Bureau of Chicago
Attention:BBB Customer Relations Advocate
************************************************************;
*******, IL 60611
Re: Complaint Number: 23429251
Customers Name: Bitika *************
U.S. Cellular Account Number: *********

Ms. ************* thank you for contacting US Cellular regarding your account. Ms. ************* has stated she was told her bill would be $170.00 per month. Ms. ************* plan for 4 lines is $170.00 before Device Protection, device Insurance, which is billed at $14.99 and is on 3 of her lines. Ms. ************* is also not considering both state and federal taxes and fees that are applied to her monthly statement.
Ms. ************* also has multiple occurrences when their account was suspended and restored,for non-payment, which results in having received restoral fees. The restoral fee is $25.00 per line and are billed once the lines are resumed and the account is active. If an account is not resumed, it would then be canceled for non-payment and then the account would be assigned a ****************** Ms. ************* account is not currently assigned a Collection Agency;we were just providing additional information.
Ms. ************* did complete upgrades on her lines; she signed a Retail Installment contract on each line. Retail Installments allow a customer to pay for a device over a specific term, in Ms. ************* case it was 36-months per line, to avoid paying the device in full. Should Ms. ************* not fulfill the 36-months term, as stated she will cancel service, the remaining balance of each Retail Installment would be billed in full for $732.30 each.

Should Ms. ************* have any further questions or concerns, she may contact our *************************** at **************.

Sincerely,
****** *.
Customer Service Support Team
Initial Complaint
Date:06/04/2025
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 signed up with US Cellular to for cell phone service and to purchase a phone in 10/2021. US Cellular has sent me a proof of purchase of my phone. My iPhone 13pro is listed as black listed/stolen. I have been the only owner of this phone. US Cellular has explained they do this to ensure the phone is paid off., which they confirmed the phone was paid off. They also explain that the phone has been released from these lists but I still find the phone listed as black listed. I singed up with another cell phone provider for a better deal on service cost after being with US Cellular for about 4 years. This all came to my attention when I went to trade my iPhone 13pro in for a new phone and they would not accept it. This all happened about a month ago. US Cellular does not seem like they want to address it after many calls, text messages, and an email (there was no response, so I am unsure if they received it).This is costing me $999, as my new phone would have been free but now I am paying for the phone and I have this iPhone 13pro that I cannot get rid of.I am not sure what to do at this point. I understand the true worth of a used cell phone is not exactly measurable but this is costing me money I should not have to pay.The IMEI is ***************** I would also like for US Cellular to not put others in this situation.
Business Response
Date: 06/06/2025
June 6, 2025,

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

Complaint Number: 23427122
Customers Name: ********* ******
********************** Account Number: *********
*********
Thank you for contacting UScellular in reference to the above account. We are in receipt of ********* ****** compliant which references; she has an iPhone 13pro that she cannot get rid of due to the phone listed as blacklisted.

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.
We have reviewed our records which show the **** associated with the telephone number ************, with **** *************** was unlocked on March 2, 2022 and again on May 31, 2025.

Further review with our Senior Manager of our device team to research/confirm the unlock status of Ms.Battens iPhone referenced above. The review found this device has failed to accept the unlock key that was sent to it. On rare occasions, an iPhone may not unlock through the UScellular backend just by connecting to cellular or Wi-Fi.When this happens, it is SIM locked in the settings and will need to be manually unlocked by the owner of the device. The following steps need to be executed in the exact order:

Please make sure not to skip any of these steps:
1.         Confirm the iPhone is unlocked from the UScellular network (confirmed/shown above).
2.         Download and install the latest version of iOS.
3.         Backup the iPhone to iCloud.
4.         Perform a factory data reset of the device.
5.         Restore the iPhone from iCloud.
6.         Power-cycle the device.
7.         Verify that No SIM restrictions now appears under Settings>General>About>Carrier Lock.

I hope that the above information assists ****************** have additional questions please contact our *************************** at *************. Thank you and have a pleasant day!

******** E | U.S. Cellular | **************** Support Team | **************
Initial Complaint
Date:06/04/2025
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 a bill that US Cellular says I owe but didn't even have a phone with them after April 5th. They're saying I owe between April 6th and May 5th. I have attached pictures showing proof I was no longer with them. I went with **** for better phone signal and got a transfer code from them and everything on April 5th. I have the same number but it's no longer with US Cellular. I strongly feel I don't owe this bill.
Business Response
Date: 06/08/2025
June 8, 2025
Better Business Bureau of *******
Attention: BBB Customer Relations Representative
******************************
*******, *******; 60601
Re: Complaint Number: 23417678
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 Mr. *************************** in which he has shared he received a bill from US Cellular that he does not owe because he didnt have service with past April 5, 2025.
Ensuring Mr. ******* billed charges are correct is very important to us, and I am sorry to hear there may be discrepancies. My name is ******, and Ill be honored to review this matter for Mr. ****** today.
After careful review of Mr. ******* account, I was able to determine we received a port out request for Mr. ******* phone line on 4/7/2025.
Please note, our system does not provide prorated credits. To avoid charges Mr. ******* line had to be ported out by or before 4/5/2025. Mr. ******* billing cycle closed on 4/5/25, and his Aprils bill printed 4/6/2025. Since Mr. ******* line was ported out 2 days into his billing cycle, he was charged for a full month of service.
There arent any errors with Mr. ******* billed charges, and no credits will be applied at this time.
Thanks for allowing me an opportunity to review this matter for Mr. ****** today. Should Mr. ****** have any further questions regarding his bill, please have his give us a call at **************.
Have a wonderful day.
Sincerely,
****** *. | U.S. Cellular | **************** Support Team | **************
Customer Answer
Date: 06/17/2025

Complaint: 23417678

I am rejecting this response because:
My records show that I called US Cellular and canceled and got my AT&T phone turned on on April 5th not April 7th so I don't owe US Cellular's bill especially for a full a month that I didn't even have service through them. I just received another bill from them today saying I owe $54.58 which I don't owe and I'm not paying it and tell US Cellular that that I don't owe it. I would appreciate them quit sending me bills that I don't owe.
Sincerely,

****** ******
Initial Complaint
Date:06/02/2025
Type:Delivery 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 a Apple Pen and it was defective when I received it. I called and they sent me a label that I was not able to use to due to the ** code. I contacted a manager by the name of ******* and she gave me the return address and I mailed it out on 05/14/2025. I was informed that the address that ******* gave me was the wrong address and they have not received the item and they are still charging me. I want the $131.89 to be credited back to my account. I have spent countless hours on the phone with them and they are saying that they need 72 hours to get this figured out.
Business Response
Date: 06/02/2025
Thank you for taking time to contact us. I sincerely apologize for the defective pen. I have reviewed your account and do not see any documentation regarding this purchase. I do see that your service was cancelled back in 9/2024. We are unable to issue any credits without confirmation of the returned item with in the 15 day service guarantee.
From all of us at U.S.Cellular, thank you for your time with us, we enjoyed having you as our customer. If there is anything we can do for you in the future, please do not hesitate to contact us at ************. We are always here to help in any way possible.
I hope you have a wonderful day.
Customer Answer
Date: 06/10/2025
Complaint: 23408352

I am rejecting this response because: This is not acceptable. I received a defective Apple Pen and asked for a return label. The representative sent one with a code. I had told him I had no way to use it, so I spoke with a manager, and he gave me the return address to send it back to. Now they're saying the return address was incorrect and they have to contact warehouses to find the return, so they need to do it. Its not my fault if its over the fifteen days; this is on them. I want my refund back, and they need to do their part.

Sincerely,

****** *******
Business Response
Date: 06/11/2025
June 11, 2025

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

Re: Complaint Number : 23408352
Customers Name: ****** *******
********************** Account Number: *********

Thank you for contacting US Cellular, we are in receipt of Ms. ******* rebuttal regarding a defective apple pen. My name is *****, and I welcome the opportunity to review and respond to Ms. ****************** have reviewed the account with the information provided my Ms. ******* and are unable to verify a purchase or return of an apple ******. ******* account has been cancelled since September 2024. If Ms. ******* has a different account with us that the pen may have been purchased on, we ask that she respond with that account information for review.

At this time, our position on this matter remains the same.We are unable to provide a credit without confirmation of a returned item. I understand that this may not be the outcome that Ms. ******* was hoping for,and for that we apologize.

Thank you for the opportunity to review and respond. Have a pleasant day!

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ***** *. | Customer Service Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 06/12/2025

Complaint: 23408352

I am rejecting this response because:

Sincerely,

****** *******. The account number is *********. I received a defective apple pen I contacted customer service I took it to the store for help and was told to return it. The representative sent me a return label I could not use I had asked him to send a regular label but it did not happen. So I spoke with ******* manager of **** gave me the address to return it back to on my own so I did. Now your saying that was wrong address and you were supposed to of checked with warehouse to see if you have it. Im tired of the run around and my time on this I want it refunded I did my part. I returned it back May 15
Initial Complaint
Date:05/30/2025
Type:Billing 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.
When i when into the store and opened a account I paid $68 down to open the account and that's for 2 phones was told unless I pay the down payment im unablenfo open the account (was later told that wasn't the case via web conversation with another employee) come to find if I do pay that I will be able to have it where my account bill will be good standing for 2 full calendar months and I won't have to pay any bill for 2 month and my next bill will be $177 and some change, come to find out less then a full month and I have a first months bill that's almost $4000 for my first months bill and I belive her name was **** im notnto sure but I've attached a pdf of the first months bill I contacted someone in store and was toldnthat she didn't put my phones that I was told I was financing into monthly payments she made it where my first months bill would pay for 3 phones and a home internet when that's not what I signed up for and im not having them s**** me over on this s***
Business Response
Date: 05/31/2025
May 31, 2025

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

Re: Complaint Number: 23396111
Customers Name: ******* *****

Thank you for contacting US Cellular in reference to a US Cellular account. We have received Mr. ***** complaint and reviewed his concerns. I regret that after review that we found that he is neither the account owner nor is he listed as an authorized user.

Mr. ***** ********************** when he went in to set up the account he was told he would not have a bill for the first two months and the first bill would be approximately $177. He states that he received his first months bill after the first month of service and it was almost $4000. Since the account is not verified we cannot address his concerns at this time. We will need the Account Owner to contact us via the Better Business Bureau or by contacting our *************************** directly at ************** and providing the required authorization information to verify the account. We apologize for any inconvenience this may cause and we look forward to working with the Account Owner to help resolve this matter.
Initial Complaint
Date:05/28/2025
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.
Complaint Form Attached
Business Response
Date: 05/29/2025
May 29, 2025

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

Re: Complaint Number: 23386077
Customers Name: ******** P. *******

Thank you for contacting UScellular in reference to the above account.We are in receipt of Ms. ******** correspondence. In her complaint she advises us she did not purchase a phone from UScellular but rather her boyfriend did. She states she did not know she was signing a contract. She would like her bill adjusted and would like for her account to be corrected on her credit report.She also requests an explanation of her balance.

I am sorry to hear that Ms. ******* is in poor health. My name is ******* and I will be assisting you today. I know its important to Ms. ******** to resolve this matter.

As she mentioned she is aware that the balance on the account is due to a purchase of a ******* Galaxy A15. When the account was closed, she was charged an Early Termination Fee for this device as agreed to in her contract. This device was purchased in person at one of our agent locations. All transactions done in person require a picture ID so Ms. ******* would have had to show her ID in order to purchase this phone. She would have also signed the contract, electronically, agreeing to an early termination fee if the account closed before the agreed upon time for service. This contract would be both legal and binding, She also mentioned that the phone did not work yet we have no record of her contacting us to let us know about the problem. Our records show several calls and text messages were sent shortly before the account closed so we see no evidence of the device not working.

I do hope this information has addressed her concerns. If she has further questions she may contact us at ************ and we will be glad to assist.

Sincerely,

******* *.
Customer Service Support Team
**********************
Initial Complaint
Date:05/27/2025
Type:Billing 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 added US Cellular **************** for our personal home around December 2022. The cost of the service was $54.48 ($59.99 service - $10 autopay discount + $4.49 carrier fees). The quality of service was not a good fit for our family, so we went in person to the US Cellular, **************** store in March 2023 and requested cancellation of our internet service. The company's policy was for us to buy out the internet modem/router even though we only had internet through them for a few months. We paid for the modem/router in full per policy. Almost a year later (February 2024), we realized we were still being charged for internet service even though we requested cancellation a year prior. I called the Centerville Iowa store, and the store associate stated he saw in the system where we requested termination of internet service back in Spring 2023. He assured us he would correct the error. Additionally, he stated we would receive an account credit, which would be applied to future monthly statements. We received a credit of $326.21 in March 2024. Afterwards, our next 3-4 monthly bills were correct. Recently, much to my surprise, I received an email from US Cellular asking to review my current internet service. I logged into my account and noticed I was again being overcharged $54.48 for the past 10 months for internet services that I NEVER authorized. I have not received nor requested US Cellular internet services since March 2023. I called the Centerville Iowa store and learned our internet services had been "suspended" when I requested "cancellation." They told me I could only receive a credit for up to 6 months. I replied that I deserve the last 10 months (August 2024 - May 2025) that I overpaid for a service that I wasn't receiving nor did I authorize. I am requesting 10 months refund (******). I was made to believe our internet service had been terminated when they were actually temporarily suspended and reactivated without my authorization.
Business Response
Date: 05/29/2025
May 29, 2025

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

Re:Complaint Number: 23371902
Customers Name: ******* ****
***************************** Number: Not Provided

Thank you for contacting UScellular in reference to the account. We are in receipt of Mr. ***** correspondence in which he states he requested to cancel internet service in March of 2023. He also states that the service wasnt actually cancelled but only placed on a suspension and he wants a credit for service that he paid for but did not ask for.

We have reviewed Mr. ***** concerns. We apologize for any confusion or frustration this has caused. We would love to work with Mr. **** to rectify this situation.

Please advise Mr. **** to contact **************** by calling ************ for updates regarding is account. A credit has been applied for 10 months as requested.

Sincerely,

****** *.
**************** Support Team
**********************

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