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:05/21/2025
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 came into ********* to find out about my order that I never received and he said I had to go to the corporate store, whichis totally understandable but then I just asked him if I can just file you to make a new account and fill all the information and give them my ID gave social and then all of a sudden it says that he cant make an account for me. I brought up that I do have identities left on the newspeople that are using my identity. I asked if you can check to see if there is any accounts in my name, he refused to do that I strongly believe that he took my information on my social just to give it out to other people can use it cause I have people that are sitting here gang stalking me harassing me and robbing me so Im almost 100% sure he is involved in it. His name is **** is what he told me.
Business Response
Date: 05/21/2025
May 21, 2025

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

Re: Complaint Number: 23356226
Customers Name: ****** ******
********************** Account Number: N/A

Thank you for contacting UScellular regarding the above-referenced account. We are in receipt of the complaint from Ms. ****** where after going into a local store to check on an order and speaking with a representative, she believes that the representative took her information and then gave it out to other individuals.

UScellular takes these issues seriously and while we are deeply sorry for any inconvenience Ms. ****** is incurring,we need some more information to continue our investigation.

In the complaint, Ms. ****** stated that she visited a store and was then asked to visit a corporate store for help with an order she placed online. Using the zip code in the complaint,we are assuming that this was done in *******, ******. UScellular has two corporate stores in ******* as well as multiple agent locations and we will need to know which of these Ms. ****** visited.

We request that Ms. ****** provide us with as much information as possible regarding dates and locations visited so that we may continue our investigation into the complaint and work towards a resolution.

Sincerely,

****** *.
Customer Service Support Team
**********************
Initial Complaint
Date:05/21/2025
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 went to the ******* in ******, ******** to look at phone plans. The ******* employee sold me a US Cellular phone. I paid for the phone up front and it was supposed to be a month by month service, not a contract. I recently went to transfer my service to a different company and was informed there would be a $289 charge because I was under a 2yr contract and would e leaving it early. They claimed I had signed documents agreeing to it. The employee did have me sign a bunch of documents. I didn't read them because I trusted they were on the up & up. I was put into a contract that I did not want and now I am being charged a fee because I found better services.
Business Response
Date: 05/23/2025
May 23, 2025

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

Re: Complaint Number: 23359950
Customers Name: ***** ********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We have received Ms. ********* complaint in which she states she went to ******* and purchased a phone and was supposed to be on a month-by-month service, not in a contract. Ms. ******** further states that she contacted UScellular to transfer service to a different provider and was advised of a termination fee due to leaving before the commitment end *******. Battiest states that she did sign documents in the store but didnt read them stating she trusted they were on the up and up. Finally, Ms. ******** states she was put in a contract that she did not want and is requesting a refund of the termination fee. We are happy to address Ms. ********* concerns today.

The device that Ms. ******** purchased is a device that has a retail price of $399.99 and when purchased at a discounted price a 24-month commitment for services is required. The current discounted cost for that device at ******* is $79.88 and the price signage would have included the statement *MSRP Subsidy Pricing with 2-Year Agreement. This is standard industry practice when devices are made available at a significantly reduced price. Ms. ******** commitment dates are from August 31, 2024, through August 31, 2026. We are sorry to hear that Ms. ******** did not review the documents that she signed agreeing to the commitment.Additionally, there are no memos on the account indicating that Ms. ******** ever called to inquire about billing or charges. The Early Termination Fee is valid and can only be waived if Ms. ******** ports her number back to Uscellular within 60 days of transferring to another provider and completes her commitment through August 31, 2026.

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

Sincerely,
***** *.
Customer Service Support Team
**********************
Initial Complaint
Date:05/19/2025
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 purchased internet from this carrier, and they did not deliver the high speed promised. I have attempted to resolve the issue multiple times and was constantly told there was an "issue with the tower" in my area. My download speeds were less than 5 MB, and my upload speeds were less than 1 MB regularly. I explained to them multiple times that I was having this issue and was consistently told they had problems with the tower. I was told to purchase an internet booster, and it would resolve my issue with speed from the tower. I spent over $500 on their booster to ensure it was compatible. That did not fix the issproblemI went to the store and was told if I purchased their most up-to-date router that my speeds would increase. That did not happen. I work remotely and was unable to perform my work duties due to the internet lag. I recently paid $119 to replace the router, because I was told that the router was bad. I have replaced the *** card multiple times as I was consistently told it was the card. None of this worked. It came to a point where I was threatened with the loss of my job, as I work remotely. I was forced to go with another internet provider due to this company not delivering the service promised. I called to cancel and was told that I still owed money for the router, and they would not cancel my service until I paid it off. So basically, I was paying for over a year for bad service, paid for additional equipment that didn't help, and was required to pay off the equipment to cancel. I called and was told, by their technical support, that this was a regular occurrence and if I wanted better internet, go with a better carrier. This is bad business and fraudulent advertising, as they promote high speeds, fast streaming, and high speeds. I should not have had to pay off this equipment that no longer worked. I was told I should have made that decision within 15 days of receiving it, and I was out of luck on any type of refund.
Business Response
Date: 05/21/2025
May 21, 2025

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

Complaint Number: 23352039
Customers Name: ***** ******
********************** Account Number: *********
*********
Thank you for contacting UScellular in reference to the above account. We are in receipt of Mrs. ****** compliant which references: US cellular Home internet services did not deliver the high speed as promised, should not have had to pay off this equipment that no longer worked.

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 Mrs. ****** account, due to service being active and used for over *********************************************************************************************************************************** our service agreement. Additional troubleshooting was offered and declined and is understandable due to mentioned circumstance, but we are unable to waive or refund the equipment device charge

Should Mrs. ****** have additional questions please contact our *************************** at *************. Thank you and have a pleasant day!
******** E | U.S. Cellular | **************** Support Team | **************
Initial Complaint
Date:05/19/2025
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 two complaints one being that the store managers tell you that youre going to have this great service but when you go across any state lines, it immediately drop service for upwards of 10 minutes. Their manager who I spoke with on the phone, tried to tell me that it was the first time I had complained about it, and that they were not aware of the issue that occurs . Their technicians, however, verified that they knew for a fact that they would drop calls going across any in Allstate lines . My wife and friend were a witness to this lengthy conversation . Secondly, I bought a stereo boombox from them because I was a new account and I had $200 gift cards that were being given to be for being a new customer. When it came time to use them, I was not able to. They made up some Ponzi scheme to tell me why I could not have it.
Business Response
Date: 05/20/2025
May 20, 2025

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

Re: Complaint Number: 23337065
Customers Name: **** *****
********************** Account Number: *********

Thank you for contacting UScellular regarding the above-referenced account. We have received a complaint from *** *****, who reported experiencing dropped calls when crossing state lines. According to the store manager, they were unaware of the issue; however,a technician noted that this is a known occurrence when transitioning between state networks.
*** ***** also mentioned purchasing a JBL Partybox and receiving two $100 promotional gift cards, which he stated he was unable to use. I have reviewed his account and summarized the findings below:

Service Concerns
On March 24, *** ***** contacted us to report a loss of service after entering *********
UScellular provides partner coverage in ********, meaning service is delivered through another carriers network.
Our coverage map indicates service should be available in that area. However, dropped calls can occur when transitioning between networks.
Complete loss of service is uncommon unless there is a network outage or the devices roaming setting is disabled.
*** ***** discussed the issue with a supervisor and expressed a desire to cancel service and return his devices. As he was beyond the 15-day Excellence Guarantee period, a return was not possible.
A $50 goodwill credit was offered and accepted in acknowledgment of his service concerns.

Accessory Purchase and Promotional Cards
*** ***** purchased a JBL Partybox on March 11 for $279.99 via an accessory installment plan. He paid $19.60 in taxes at the time of purchase.
He qualified for two $100 closed-loop virtual promotional cards, issued to lines ending in 4536 and 9412.
These cards are redeemable exclusively for UScellular products and services, both online and in-store.
Redemption instructions were sent via text on March 12. As of this review, the cards remain unused, and no prior contact was made regarding issues with redemption.

Conclusion
All charges on the account are accurate, and no additional credits will be issued at this time.
Should *** ***** have further questions, he may contact our *************************** at **************.

Sincerely,

******* *.
Customer Service Support Team
**********************
Initial Complaint
Date:05/19/2025
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.
On 5/7 I returned 2 phones to this store and was told I would receive the refund in 5 to 7 days. Today is the 7th business day and they say they cant refund the money because the phones have not been received at the warehouse. I have been without the phones and my money this entire time and now they say it may be another week. This is ridiculous, I know they arent this lax with money owed them.
Business Response
Date: 05/20/2025
May 20, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*******************************************************
*****************
Re: Complaint Number: 23339789

Customer's Name: ******* ****** ****
********************** Account Number: Not provided.

Good afternoon,
Thank you for contacting UScellularregarding the above complaint. Mr. **** is requesting a refund on equipment he purchased and returned. I appreciate the desire for a quick refund, and I do apologize for any delay Mr. **** is experiencing.

In review of Mr. ***** complaint,I see the cellular phone number provided is incomplete. Mr. ***** privacy is our top priority at UScellular. Missing the correct verification information, I am unable to access his account for review to provide more specific information.

There are many variables regarding purchasing devices and returning them shortly thereafter. If customer purchased at an authorized agent location, their inventory is handled in house and not by UScellular. If the devices were purchased with a Retail Installment Contract, any payments to store for taxes etc. are handled by the store and refunded to the original payment method. This is not something we would have access to refund. Before we can remove the Retail Installment Contract, the devices must be received in our warehouse, and the restocking fees must be charged. After that, we can provide a credit for any charges billed.

If Mr. **** would like to have us review the issue, we would need him to provide the complete cellular phone number on the account. As always, he may call our *************************** at the number 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: 05/20/2025

Complaint: 23339789

I am rejecting this response because:
The response is inadequate. US Cellular has had the phones and my money for 13 calendar days now and I have called Customer Support at least ten times. The company has done nothing to solve this

Sincerely,

******* ****** **** ******* ****** ****
Business Response
Date: 05/21/2025
May 21, 2025

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

Re: Complaint Number: 23339789
Customer's Name: ******* ****** ****
********************** Account Number: Not provided.

Thank you for contacting UScellular in reference to the above complaint number. We are in receipt of Mr. ***** rebuttal in which he states: he finds our response inadequate, we have had his phones and money for 13 calendar days, he has contact customer support at least ten times, and nothing has been done to solve for this.

We have reviewed Mr. ***** concerns. Because we value the security of our customers information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in his initial submission or his rebuttal. We welcome the opportunity to support Mr. **** once the requested account information is provided to us.

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: 05/21/2025

Complaint: 23339789

I am rejecting this response because you have my name and contact info and I have called your Customer Support again yesterday and advised them of the BBB complaint number and had them note this in the account. Today is 14 calendar days without the phone or refund. Here is the number if it doesn't get cut due to privacy ************

Sincerely,

******* ****** **** ******* ****** ****
Initial Complaint
Date:05/15/2025
Type:Customer Service 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.
Complaint Against: US Cellular Product/Service: Home Internet + Outdoor Modem Description of the Problem:I signed up for home internet service with US Cellular on March 8, 2024, and initially the service worked well. However, after about 60 days, I began experiencing persistent and worsening problems with dropped signal, weak connections, and frequent periods of no service at all. These issues have continued to this day.I reached out to US Cellular support multiple times and have made good-faith efforts to resolve the issue. They had me perform a SIM card swap (around June or July 2024) and later a full modem replacement (in March 2025), but neither action resolved the poor service quality.Despite the issues, I continued using the service because I work from home and have a household full of kids internet is essential to us. That said, the data usage doesnt mean the service was acceptable. We were simply doing our best to get by with an unreliable connection.When I contacted US Cellular most recently to express my ongoing dissatisfaction and asked to cancel the service, I was told I would need to pay the $310 remaining balance on the modem, even though it is only usable with their service and their service is consistently unreliable at my location. I also stated I would be willing to return the modem, and I still am.Desired Resolution:I am requesting that US Cellular:Waive the $310 balance on the modem, and Allow me to cancel the service without early termination fees or further payments.I believe this is a fair resolution considering the persistent service issues, the time and effort Ive spent attempting to resolve them, and the fact that the modem is not independently usable if the service is not functional.
Business Response
Date: 05/17/2025
May 17, 2025
Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
******************************************** 2006
*******, IL 60611
Re: Complaint Number: 23036852
Customers Name: ****** *****
U.S. ********************** Account Number: ********

Thank you for contacting U.S. Cellular. We have received the above complaint stating that Mr. ***** has been experiencing persistent and worsening problems with dropped signal, weak connections, and frequent periods of no service at all on their US Cellular Outdoor Receiver -Modem. Mr. ***** has expressed their ongoing dissatisfaction and asked to cancel the **********. ***** was told they would need to pay the $310 remaining balance on the modem, even though it is only usable with our service and that our service is consistently unreliable at Mr. *****s location. Mr. ***** is asking to return the modem and requesting that US Cellular waive the $310 balance on the ********. ***** is asking to cancel the service without early termination fees or further payments.

We appreciate Mr. ***** taking the time to tell us about the issues she has experienced. We apologize for any frustration that we have caused, and we appreciate the opportunity to investigate this matter further. Mr. ***** purchased the modem on March ****** on a Retail Installment Contract also known as a RIC. The Retail Installment contract allows a customer to pay for a device over a certain time frame, in Mr. *****s case 36 months, at $14.72 per month. The customer will need to satisfy the consecutive installment payments even if the account is suspended or canceled. If payment terms are not met the full remaining balance will become due immediately.

Upon reviewing the account, I show that Mr. ***** spoke with our Solutions Team on May 14, 2025, and declined doing any troubleshooting and wanted to cancel the line of service. Our Solutions Team explained that over the past several months Mr. ***** used between 600 -900 GBs of data. In reference to taking the phone back, we are unable to process returns for anything outside of our 15-day return period. We will also be unable to waive the remaining Retail Installment balance of $309.12.

Should Mr. ***** have any further questions or concerns, they may contact our *************************** at **************.

Sincerely,
****** *.
Customer Service Support Team
U.S. Cellular
Customer Answer
Date: 05/19/2025

Complaint: 23334425

Thank you for your response. I am rejecting this response because:
While I understand the terms of the Retail Installment Contract (RIC), I believe UScellular is failing to address the substance of my complaint.
I want to clarify a few points:
Troubleshooting: It is disingenuous to say I declined troubleshooting on my most recent call. Ive already gone through multiple rounds of troubleshooting over the past year, including a SIM swap and full modem replacement. Each of these efforts was initiated with UScellular's support and was unsuccessful in resolving the persistent service issues. On my most recent call, I expressed that further troubleshooting seemed futile because weve already exhausted the available options and nothing has improved the reliability of the service long-term. Thats not a refusal to cooperate; thats a reasonable conclusion based on ongoing experience.

Data Usage: UScellular references high data usage as a justification for denying my request. Id like to emphasize that high data usage does not equate to satisfactory service. My household relies on internet access daily, especially as I work from home. We used the service out of necessity, not because it was reliable or acceptable. We experienced regular dropped signals, long periods with no connectivity, and an overall unstable connection that disrupted work and daily life.

Device Return: I am not asking to return the modem outside the 15-day trial window arbitrarily. I am asking because the modem is locked to a service that does not work well at my location, and UScellular has been unable to provide a remedy. If a product does not function as advertised and the company cannot fix it after good-faith attempts, the ethical and customer-focused solution is to release the customer from the remaining financial burden.

To reiterate, I am asking UScellular to:
Waive the $309.12 balance on the modem, as it is now a sunk cost for a nonfunctional service,
Allow me to cancel the service without further charges, and
Return of the modem if necessary to complete the process.

However, I am also open to a reasonable compromise, such as a partial balance forgiveness or credit, if that helps us reach a resolution.
I have made every effort to work through proper channels. I am not looking for a free service Im seeking a fair outcome based on the consistent failure of the product I was sold. I hope UScellular will consider this in the spirit of customer service and integrity.
Sincerely,
****** *****
Business Response
Date: 05/20/2025
May 20th, 2025

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

Re: Complaint Number: 23334425
Customers Name: ****** *****
************************** Account Number: *********

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Mr. ****** complaint rebuttal in which he states that troubleshooting had been completed previously. Mr. ***** also states that his higher usage is mainly due to the need for internet access throughout the home.

We can understand Mr. ****** frustration with the intermittent router issues that have occurred. We apologize for any inconvenience that this may have caused him.

However, as previously stated Thank you for contacting U.S. Cellular. We have received the above complaint stating that Mr. ***** has been experiencing persistent and worsening problems with dropped signal, weak connections, and frequent periods of no service at all on their US Cellular Outdoor Receiver -Modem. Mr. ***** has expressed their ongoing dissatisfaction and asked to cancel the service. Mr. ***** was told they would need to pay the $310 remaining balance on the modem, even though it is only usable with our service and that our service is consistently unreliable at Mr. ****** location. Mr. ***** is asking to return the modem and requesting that US Cellular waive the $310 balance on the modem. Mr. ***** is asking to cancel the service without early termination fees or further payments.

We appreciate Mr. ***** taking the time to tell us about the issues she has experienced. We apologize for any frustration that we have caused, and we appreciate the opportunity to investigate this matter further. Mr. ***** purchased the modem on March ****** on a Retail Installment Contract also known as a RIC. The Retail Installment contract allows a customer to pay for a device over a certain time frame, in Mr. ****** case 36 months, at $14.72 per month. The customer will need to satisfy the consecutive installment payments even if the account is suspended or canceled. If payment terms are not met the full remaining balance will become due immediately.

Upon reviewing the account, I show that Mr. ***** spoke with our Solutions Team on May 14, 2025, and declined doing any troubleshooting and wanted to cancel the line of service. Our Solutions Team explained that over the past several months Mr. ***** used between 600 -900 GBs of data. In reference to taking the phone back, we are unable to process returns for anything outside of our 15-day return period. We will also be unable to waive the remaining Retail Installment balance of $309.12.

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

Sincerely,

Customer Service Support Team
U.S. **********************
Customer Answer
Date: 05/21/2025

Complaint: 23334425
Thank you again for your response. Unfortunately, this latest reply from UScellular does not engage with the substance of my previous rebuttal in any meaningful way. It simply repeats their prior message nearly word-for-word, while claiming to acknowledge my concerns. Thats not a good faith attempt at resolution its avoidance.
Let me restate the facts clearly:
Ive gone through months of intermittent and unreliable service.
Ive already completed all troubleshooting options offered by UScellular: multiple calls, a SIM swap, and a full modem replacement.
Ive continued using the service out of necessity, despite poor performance, because I work from home and have a household of six people depending on internet access.
The device in question is locked to a provider that cannot provide reliable service at my location.
UScellular has acknowledged my dissatisfaction and the existence of service problems yet continues to insist that I owe the full $309.12 because of the installment contract, with no offer of compromise or accountability.
This isnt about avoiding responsibility Ive been patient, cooperative, and have made every attempt to resolve this issue through official channels. But UScellular has made it clear, twice now, that they are unwilling to acknowledge the bigger picture or meet me halfway.

My request remains simple and reasonable:
Waive the remaining $309.12 on the modem or offer a fair partial forgiveness compromise.
Allow me to cancel the service without further charges.
If UScellular continues to ignore valid customer concerns while hiding behind blanket policy language, I will have no choice but to:
Escalate this further via state consumer protection agencies,
Share this experience publicly through review platforms and social media,
Consider whether this qualifies for legal remedy under breach of implied warranty or service unfit for purpose.
I still hope UScellular will choose to act in good faith and resolve this like a company that values its customers.

Sincerely,
****** *****
Initial Complaint
Date:05/13/2025
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.
They offer home internet, but what they dont advertise is that it buffers when you hit your max. And then they wont let you cancel because youre in a 3 year contract.
Business Response
Date: 05/17/2025
May 17, 2025

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

Re: Complaint Number: 23326025
Customers Name: ****** *****
********************** Account Number: *********

Hello,
Thank you for contacting US Cellular in reference to the above account.

We are in receipt of Mr. ****** complaint regarding his home internet service buffering once 900GB are reached, Mr. ***** states that this information is not advertised. Mr. ***** is requesting to cancel his home internet and a refund for all charges paid. My name is *****, and I welcome the opportunity to review Mr. ***** account and plan.

We certainly understand the importance of have reliable service and are very sorry to hear that Mr. ***** is unhappy with his service.

In review of Mr. ****** account, he purchased a home internet plan online 03/29/2025. When selecting a plan online it specifies ********************** , ranging from 300 900 GB, in the same section of the chosen plan is a breakdown of charges, including typical upload and download speeds, along with our ****************** Policy . This information is also included in the screenshots provided by Mr. ****** ******** chose the 900GB priority data and has reached the 900 GB, the speeds have reduced until the billing cycle re-starts.

Mr. ***** has requested to cancel his Home Internet Service,US Cellular offers a 15 Day Excellence Guarantee to allow our customers to use our service and cancel within 15 days if it does not meet expectations. ******** is outside of the 15 Day return period and this line cannot be cancelled until the 36 month term ends, or the remaining balance of the equipment is paid in full.

I apologize that this response is not the outcome that Mr. ***** is wanting, but I appreciate the opportunity to review and respond to Mr. ****** concern. If Mr. ***** has any additional questions or concerns, we ask that he contact our *************************** at *************

Thank you, have a pleasant day!

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ***** *. | Customer Service Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 05/19/2025

Complaint: 23326025

I am rejecting this response because: Priority internet doesnt equal capped internet. I will not be paying for these charges until something is done. Also I find it suspicious that no agent notified me of this cap when I signed up for this service. That is very foul business methods. As you can tell from the screenshots no where does it say it will be capped.

Sincerely,

****** *****
Business Response
Date: 05/20/2025
5/20/2025

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

Re: Complaint Number: 23326025
Customers Name:
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. Mr.****** responded to our previous correspondence with a rebuttal advising that he felt like he was misled with his purchase as an agent didnt advise him that once he hit the maximum limit of high speed usage on his account, his internet speeds would be shifted to a lower speed for the remainder of his billing cycle.

We have reviewed Mr. ******* complaint. In review of when Mr. ****** started this service, he actually purchased the service online through our self service system called My Account. Mr. ****** did not speak with an agent to purchase this device and had all of the necessary information available for him to make an educated purchase when he started the internet service. We have all kinds of information in regards to home internet available by visiting ************************************************************** and Mr. ****** would have had access to that when he purchased the device.

Mr. ****** had 15 days to try the service and make sure it worked for him, and in that window he could have returned the service during our guarantee period, however as advised previously, we are far outside of that window now.

At this time we request this matter to be closed, as Mr. ****** not only had a 15 day excellence guarantee available for him to make sure the service met his needs, but also plenty of information available to him when he made his self-purchase decision. Mr. ****** is blaming us for an issue that is self-inflicted and that is not means for us to cancel the service with no penalty. Mr. ****** can cancel the service if he requests, however at this time there would be a payoff of $425.00 to complete that request, which is the remaining amount of installments for the home internet equipment that he has.

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

Sincerely,

******* C
Customer Service Support Team
**********************
Customer Answer
Date: 05/21/2025

Complaint: 23326025

I am rejecting this response because:
On the website it provides nothing on any data caps. I am hereby asking my internet service be canceled and I not be billed for what wasnt provided. If this case isnt resolved, I will have no choice but to seek out legal action against Us Cellular for fraudulent claims. I hope we can come to a civil solution so it doesnt have to go that far. But I have provided several proof within my screenshots to proof I was misled in bad faith, and I have good faith that any judge will see that I was misled. I have been civil this entire conversation, but lying through the BBB is proving this company is scamming customers and I am sure there are many others who are being misled.
Sincerely,

****** *****
Initial Complaint
Date:05/12/2025
Type:Product 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.
US Cellular sold me an **** security camera (Wilburton, **). The camera worked at first but it stopped working before the 'grace ******* was over. I took the camera back into the store to get it looked at. When I brought the camera to the store to have them check it out, ****** took my phone and had it for an hour an a half. When I got home, I noticed that the phone was wiped completely clean of everything other than phone numbers and pictures. Even my email address had been deleted, my ******* account, even the alarm didn't work anymore. I have called several times to get some help with this and I have been unsuccessful. I was even on the phone with Deserea and she hung up on me. US Cellular is blaming **** for the camera not working, and **** is blaming US Cellular for the camera not working. It has not worked since November and I have still been charged. I was charged in Nov and Dec for $10/month. I got a new card number and have not paid it since and I just got a bill for over $200 for this camera that does not work. I would like a refund for the camera.
Business Response
Date: 05/13/2025
May 13, 2025

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

Re:Complaint Number: 23317915
Customers Name: ******* *****
********************** Account Number: N/A

Thank you for contacting UScellular in reference to the above account. I am in receipt of *** ***** complaint in which he states his **** camera has not worked since November, and he is still being charged for the service. When *** ***** went to the store, the associate in the store looked at the phone and lost all information on the phone. *** ***** is asking for credit for the service he is being charged for the **** camera and he wants to see what can be done about his lost information.

I certainly understand *** ***** frustration. I will be happy to review his account.

I reviewed *** ***** account, and I see he spoke with our Technical Support on November 14th, 2024. *** ***** stated that he was having issues with ******* and his alarm clock, Technical Support suggested that he delete and reinstall the application. On November 18th, *** ***** called back, and we did suggest that he contact ******** because he has a year warranty for his device. *** ***** was transferred over to technical support,and he told technical support that the software update erased all applications on the phone. We did not hear back from *** ***** after that last call to Customer Support in November.

I respectfully ask that the BBB be closed as resolved. We did all the troubleshooting that we can do on our end. We did suggest that *** ***** reach out to ******** because he has a warranty. I do ask that *** ***** contact Customer Support so we can review the bill and if hes being charged for equipment he returned within the first 15 days of service, and we can confirm it, we will credit the account.

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

Sincerely,
April S
Customer Service Support Team
**********************

Business Response
Date: 05/13/2025
May 13, 2025

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

Re:Complaint Number: 23317915
Customers Name: ******* *****
********************** Account Number: N/A

Thank you for contacting UScellular in reference to the above account. I am in receipt of *** ***** complaint in which he states his **** camera has not worked since November, and he is still being charged for the service. When *** ***** went to the store, the associate in the store looked at the phone and lost all information on the phone. *** ***** is asking for credit for the service he is being charged for the **** camera and he wants to see what can be done about his lost information.

I certainly understand *** ***** frustration. I will be happy to review his account.

I reviewed *** ***** account, and I see he spoke with our Technical Support on November 14th, 2024. *** ***** stated that he was having issues with ******* and his alarm clock, Technical Support suggested that he delete and reinstall the application. On November 18th, *** ***** called back, and we did suggest that he contact ******** because he has a year warranty for his device. *** ***** was transferred over to technical support,and he told technical support that the software update erased all applications on the phone. We did not hear back from *** ***** after that last call to Customer Support in November.

I respectfully ask that the BBB be closed as resolved. We did all the troubleshooting that we can do on our end. We did suggest that *** ***** reach out to ******** because he has a warranty. I do ask that *** ***** contact Customer Support so we can review the bill and if hes being charged for equipment he returned within the first 15 days of service, and we can confirm it, we will credit the account.

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

Sincerely,
April S
Customer Service Support Team
**********************
Initial Complaint
Date:05/10/2025
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.
Was told at pos fees would be *****/month was charged excessive tax to reach 45/month.
Business Response
Date: 05/12/2025
May 12, 2025

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

Re: Complaint Number: 23313240
Customers Name: ******** ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* complaint wherein Ms. ****** states that she was told that her bill would be $30.00 each month. Ms. ****** advises that her bill has been $45.00 each month. Ms. ****** would like to dispute this amount. My name is ***** *** and its my pleasure to assist Ms. ****** today.

Upon review of Ms. ******* account, I see that her plan cost is $30.00 each month. The additional charges,bringing the balance to $45, includes taxes, carrier fees and government fees.We are not able to remove any of the taxes or fees from the account. Please be aware that when we provide a quote we dont include taxes or fees as the taxes can be different from one neighborhood to the next. I would like to apologize for any frustration this may have caused Ms. ***************** have reviewed Ms. ******* complaint and find that the billing is correct.

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

Sincerely,

***** *** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/15/2025

Complaint: 23313240

I am rejecting this response because:
US cellular uses a third party company to sell there service at Walmart. The contractor we spoked to lied about about the reception we would get in my city and kept telling us it's only 30$ a month. I requested them to disconnect service. And I am not happy with there customer service. I would be happy if they wouldn't charge us a cancelation fee. We are both disabled and try to budget based on our income. Very unhappy with there all around service.

Sincerely,

******** ******
Business Response
Date: 05/16/2025
May 16, 2025

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

Re: Complaint Number: 23313240
Customers Name: ******** ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ****** rejection of our response to her initial complaint wherein Ms. ****** ********************** that she was told that her bill would be $30.00 each month but was in excess of $45.00. Ms.****** ********************** she feels misled and would like for the service to be cancelled without being charged a cancellation fee. My name is ******** and I am sincerely sorry Ms. ****** feels misled and offer the following information in support of our reply.

As stated in our response,the plan cost is $30.00 each month before the standard taxes, carrier fees and government fees are added. When purchasing our service, whether it is from a branded UScellular store or an agent acting on UScellulars behalf, customers are presented written documentation of our terms of service which the customer signs if they choose to accept. The terms of service clearly state all customers have a ****** window in which to return the equipment and cancel for any reason without a penalty. In Ms.****** **** this was not done and if she wishes to cancel the service the cancellation fee would apply.

I sincerely apologize for any frustration this may have caused Ms. ******* but the billing is correct and we stand by our original answer.

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

Sincerely,

******** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/19/2025

Complaint: 23313240

I am rejecting this response because:

Sincerely,

******** ******
Initial Complaint
Date:05/06/2025
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.
All of the requirements are in the attachments.
Business Response
Date: 05/08/2025
May 8, 2025

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

Re: Complaint Number: 23294844
Customers Name: Pearl-***** *******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******** correspondence regarding service issues with her internet service affecting her business.

In reviewing Ms. ******** comments and reviewing the notes on the account from level 1 and level 2 technical support, we are seeing that the technical support resolution team attempted to contact the customer regarding her service, and that our findings had indicated that the device had been active for a significant period of time after the last reset with notable uplink and downlink usage during this session dated May 6. Technical support attempted to contact the customer at the follow up number provided to verify that service was working, but was unable to speak directly and left a message. There has been no additional contact by the customer since this was noted on May 6.

The customer also ********************** that they have requested a replacement router. In reviewing the account notes, we are not seeing that a request was made to replace the device. We would strongly request that she speak with the level 2 technical support team that did the analysis of the service in her area and they can help determine whether a replacement device will solve the problem. If it is determined that a replacement device is required, then they would work directly with the customer to complete the exchange.

Until Ms. ******* follows up with the request from Technical Support to confirm that service is working or not, UScellular will consider the issue resolved and no further action will be taken pending customer response.

Should Ms. ******* have any additional questions or concerns she should contact our *************************** at ************** and ask to speak with Level 2 Internet Technical Support.

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/12/2025

Complaint: 23294844

I am rejecting this response because:
As of date, the problem has not been resolved. US Cellular never has tried to call or follow up. They tell me each time they don't keep records of the previous support tickets. When I call, they always insist that I reboot the router, even if I have already done this.
Since this issue has continued I stopped keeping a file of the times it didn't work. Since last November I have called a minimum of two to three times per week. This Sunday, May ************************************************************ router. Today I even had a few issues connecting with data on my phone.
They don't manage the tower connections, only for consumer support. i have mentioned exchanging the router on the phone as well as in-store. They tell me only if I pay off the current router, faulty or not.
I'm waiting for the President/CEO of US Cellular to respond.

Sincerely,

Pearl-***** *******
Business Response
Date: 05/14/2025
May 14, 2025

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

Re: Complaint Number: 23294844
Customers Name: Pearl-***** *******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of *********** correspondence rejecting our previous response stating that no one has tried to call her, and the issue has not been resolved.

In reviewing Ms. ******** comments and reviewing the previous response along with notes on the account from level 1 and level 2 technical support, we are seeing that the technical support resolution team attempted to contact the customer regarding her service, and that our findings had indicated that the device had been active for a significant period of time after the last reset with notable uplink and downlink usage during this session dated May 6. Technical support attempted to contact the customer at the follow up number provided to verify that service was working but was unable to speak directly with Ms. ******* and left a message. There has been no additional contact by the customer since this was noted on May 6. Ms. ******* states she had no service on Sunday May 11th and most of Monday May 12th. We do not show a call placed to our technical team on May 11th or anything after May 6th.

The customer also ********************** that they have requested a replacement router. In reviewing the account notes, we are not seeing that a request was made to replace the device. We would strongly request that she speak with the level 2 technical support team that did the analysis of the service in her area and they can help determine whether a replacement device will solve the problem. If it is determined that a replacement device is required, then they would work directly with the customer to complete the exchange. Ms. ******* will need to contact technical support to let them know she is still having issues so we can try to resolve this issue.

Should Ms. ******* have any additional questions or concerns she should contact our *************************** at ************** and ask to speak with Level 2 Internet Technical Support.

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/16/2025

Complaint: 23294844

I am rejecting this response because:
Please send US Cellular the following. Additionally, let them know that I'm not receiving calls from them until I am sure the issues are resolved with how their towers communicate with the consumers' devices.
Since November 2024, I have had persistent connectivity issues on US Cellular's network. Despite escalating my case to Tier 3 support, I have received no meaningful acknowledgment or resolution. Instead, I am repeatedly told that there are no issues on their end, yet my service continues to be unreliable and subpar.
I am still being charged for a service that is not functioning as promised. The network quality is inconsistent, data speeds are unreliable, and VoLTE calls often fail to connect properly. These are not isolated problems; many other consumers report similar issues with inconsistent network quality, throttling of data, and poor customer service experiences.
As outlined in my initial complaint, I have formally reached out to the President and CEO of US Cellular and the Federal Communications Commission (FCC), via certified mail with return receipt requested.
Currently, I am financially locked into paying off my phone and router, but I am stuck with a network that is not delivering the quality I am paying for. I cannot afford to switch to another provider while Im still making payments on my current devices. I am caught between continuing to pay for a subpar service or breaking my contract.
This issue extends far beyond my personal experience and highlights a larger problem with US Cellular's service. Many users report similar issues with network quality, unreliable VoLTE calls, and poor customer support. In light of this, *********************** continued failure to resolve these issues may constitute a violation of Section 201(b) of the Communications Act of 1934 (47 U.S.C. 201(b), which requires telecommunications providers to ensure that their practices are "just and reasonable." Charging for a service that demonstrably fails to perform, while denying its deficiencies, is unjust and unreasonable under FCC standards.
Additionally, if any aspect of the service was misrepresented to me at the time of signing up, or if US Cellular continues to deny known network issues, this could also constitute a violation of *** regulations under 16 CFR *****, which prohibits deceptive practices in the marketing of telecommunications services.
If this issue is not addressed promptly and permanently by the end of May 2025, I will be forced to escalate this matter through the ***, state consumer protection agencies, and public consumer advocacy platforms. This is not just my complaintit is part of a larger trend that seems to affect many other US Cellular customers.
Sincerely,
[Your Full Name]
[Your Contact Information]
Legal Context:
Section 201(b) of the Communications Act of 1934 (47 U.S.C. 201(b))
Requires telecommunications providers to offer "just and reasonable" practices and services. Charging for undelivered or degraded service, while refusing to acknowledge the issue, may be considered unjust and unreasonable under FCC standards.
16 CFR ***** FTC Telemarketing Sales Rule
Prohibits deceptive marketing and sales practices, including misrepresentations about service quality. If US Cellular misrepresented the availability, reliability, or functionality of their services at the time of sale or continues to deny known issues, it may constitute deceptive conduct.

Sincerely,

Pearl-***** *******

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