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:05/06/2025
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.
Early April 2025 we called USCellular to help us upgrade our 4 lines.1 line is a flip phone,the other 3 lines were upgraded from a ******* A53 to ******* S24 Ultra.We contacted US Cellular because their website was was looping various screens and not working properly.Her name is *******.She said that there was an $830 promo and a $500 promo.We could only do the $500 promo because our trade in were not valued enough. We could not afford to pay any more than what we were paying now and the phones were $600 a piece.I said we will have to look at other phones and she said she could make this work for us.She spent awhile going on hold and letting me know its taking awhile.I told her to take her time. I was happy to get the help.She then said that she was able to credit the difference on the 3 ******* upgrades.She clearly stated several times that if we need to call for any reason, she clearly noted the credits on the account, and to make sure we tell the person to read them.3 weeks later we get a message on the one phone that we are late with our trade in.I called in 3 times last week and after getting transferred around for awhile they told me the person who set up the upgrades would call me back.All 3 times I never got a call back. 5/6/2025 I called and explained the whole story and the lady did not even care to look at the account and told me that she will transfer me to someone who can fix our credits.She transferred me to the rudest A**** ever! He was inconsiderate, insulting, talking over me, and over and beyond the rudest person to ever attempt to be in a customer service role. He is definitely a ********************** liability. He said he will transfer me to the team that specifically pulls recorded calls so they can listen to the original call. I was transferred to retention. They said they can not pull the call. I asked for a supervisor. She put in a request to pull the call and made it clear we are stuck paying the additional $300 whether we like it or not.
Business Response
Date: 05/08/2025
May 8, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Representative
******************************
******** *******; 60601
Re: Complaint Number: 23294609
Customer's Name: ******* ******
U.S. ********************** Account Number: *********
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of ******************* correspondence in which Mr. ****** contacted us to upgrade his 4 lines, with our $500 off promo because his devices were not eligible to be traded in. There were several issues that occurred, preventing upgrades from being processed. Mr. ****** then contacted our ********* team to place orders. He states he advised our ***resentative he could not afford to pay any more than what he was currently paying,and he states our *** advised was able to credit the difference on the 3 ******* upgrades.
It never our intention to mislead our customer regarding our promotions or credit offers, and I sincerely apologize for any misunderstanding provided. My name is ******* and Im honored to review this matter for Mr. ****** today.
After careful review of the notes from the ***resentative who placed Mr. ******* order, and I was not able to confirm credits were offered.Weve made several attempts to reach our ***resentative Dasaray, and unfortunately,weve been unsuccessful, as shes a Telesales inbound call ***resentative, and she takes inbound calls, her entire shift.
Ive also carefully reviewed the requirements of our US Days: Upgrade and Get Up To $500 Off Smartphones with No Trade promotion, and Ive listed them below.
Requirements
Smartphones with RIC up to $500
Current Customers must be on an Unlimited Evolved/Data (1.0, 2.0, 3.0) Plan: Everyday or Even Better
36-month Retail Installment Purchase

This is a free phone promotion, provided the phone purchased, is priced $500 or less. This promotion provides a monthly credit of $13.88, over 36 months, and it takes 1-2 billing cycles to appear on the bill. Mr. ******* phones were $599 plus tax. Once his retail installment purchase terms have been met, h*** end up paying $99 for each phone.

Ive carefully reviewed the notes added by Dasaray, and they specify the device price was $599, and promotion applied. I also reviewed the retail installment purchase contracts on file, signed by Mr. ******* and they also show the selling price was $599. Due to this, were unable to apply any additional credits towards the cost of the phones.
Thanks for allowing me an opportunity to review this matter for Mr. ****** today. Should Mr. ****** have any further questions regarding our decision, please have him give us a call at **************.
Have a wonderful day!
****** *. | U.S. Cellular | Customer Service Support Team |**************
Customer Answer
Date: 05/08/2025

Complaint: 23294609

I am rejecting this response because: if you actually take the time to review the call you will here that she said several times to me clearly stating she was crediting the difference of the phones. She clearly stated that the contract is not including the credits she gave me for the difference of the 3 phones. You have your sales agents purposely trained to lie and scam every customer they can to get the sales for **********************. Now you suddenly can't pull the call that everyone knows is recorded and the sales agent is somehow not able to be contacted by people working for the same company. How stupid do you think people are?? PULL THE. CALL, unless you did already and know your lieing to me..... most likely..... Make this right with a loyal customer for years, and credit the 300 dollars that we were clearly promised are being wronged. over!!

Sincerely,

******* ******
Business Response
Date: 05/10/2025
BBB ******* ******

May 9, 2025

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

Re: Complaint Number: 23294609
Customers Name: ******* ******
Account owner: **** *****

Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ******* correspondence. In his rebuttal he rejects our response because he is sure that if the call were reviewed we would know that the associate assured him that she was crediting the difference of the phones. He feels we have trained associates to lie and scam every customer. He is very concerned that we cannot or will not pull a recording of the call.

I am truly sorry to hear that Mr. ****** feels that we are dishonest. It would never be our intention to lie or cheat a customer. We pride ourselves on being an open and transparent business. We would first like to assure Mr. ****** that he is receiving credit for two of the devices. On the line ending in 1333 he is charged $16.66 each month for his device but then receives a credit of $16.89. He is also charged $16.66 on the phone number ending in 0676 but then is issued a monthly credit of $ *****.

A lot of discussion has gone back and forth on this matter but the simplest way to explain this, and an easy resolution, is for us to look at the billing for the last two months. On his bill dated 3/28/25 he is charged $237.69, after the upgrades his new bill was processed on 4/28/25 and he is only charged $230.58. In conclusion, even after upgrades, Mr. ****** has seen a reduction in his bill, not an increase.

I would also like to add at that UScellular, calls are recorded for internal training and monitoring purposes. For purposes of installment and service agreements, we have our customer's sign or e-sign documents and upload them to the online MyAccount since it the installment and or service agreements are binding agreements. We sincerely hope that this response has addressed Mr. ******* concerns

Sincerely,

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

Complaint: 23294609

I am rejecting this response because: our bills have been $205 for the last 3 years. You continue to lie and do your job very poorly. 3 of the 4 lines have the same phone and we were told without any doubt and clearly that all 3 phone were going to be covered and paid for by the promo she gave for 500 off each phone and she stated several times during the call that she is crediting the $100 difference on the 3 phones. We later found out that the line ending in 1333 was put into a promo that it did not qualify for because the ******* phones we got from US Cellular 3 years ago are now only worth $5. Deseray, the sales agent that set up the phones stated to make sure intell the next agent to read her notes to make sure we get our credit of 100 on the 3 lines plus the monthly credit to cover the phone payments. Desersy stated this many times which was all lies and you would know that if you just pull the call which you know you do.
Did you already pull it and find out you are wrong?? Is that why you refuse to do your job?? Your sales agent completely lied to one of your customers which now costs us more each month plus an additional $300 for the credits that she assured she gave us. Deseray specifically on that call that the contract did not reflect *** credits she gave us and that it was alright to sign the contracts. ****, lies, and more lies. Which you would know if you actually pulled the call. You would probably lie about that anyway if you did.
How dare you care so little about your customers that pay you every month for a service that should not include deception, manipulation, and lies.
THIS IS UNACCEPTABLE AND I WILL CONTINUE TO SPREAD THE WRONG US CELLULAR HAS DONE ON SOCIAL MEDIA, ONLINE FORUMS, AND WORD OF MOUTH UNTIL THIS IS MADE RIGHT!!

Sincerely,

******* ******
Business Response
Date: 05/15/2025
May 15th 2025

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

Re: Complaint Number: 23294609
Customers Name: ******* ******
************************** Account Number: *********
**** *****

Thank you for contacting U.S.Cellular in reference to the above account. I have received Mr. ****** rebuttal in which he rejected the previous response. Mr. ****** states that his bill have been $205 for the last three years and previous response must have been a lie.I certainly understand Mr. ****** point. However, I see how the previous response may have caused some confusion.

In the previous response, we mentioned On his bill dated 3/28/25 he is charged $237.69, after the upgrades his new bill was processed on 4/28/25 and he is only charged $230.58. This information is correct but what is not mentioned is the amounts above does not include the promotional discount ********* received for his previous phone and his current phone. Now including the discounts, Mr. ****** **** dated 3/28/25 was $200.34. The bill dated 4/28/25 is $199.49. The 4/28/25 includes his new phones he has purchased. Therefore, his bill is cheaper with his new phones than it was with his previous phones.

We see that our representative who assisted Mr. ****** did make proper adjustments to the account to ensure the price of his plan will remain low. Should Mr. ****** see an increase in his statement we will be happy to further investigate the account and make adjustments as needed. We apologize for the confusion.

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

Sincerely,

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

Complaint: 23294609

I am rejecting this response because: LIES! Why are we still getting text messages all the time still that we are late with trading in our phones and our promo is going to drop off our account? We call ********************** and all they can tell me is that you can't send in our phones because the ******* Galaxy A53 is only worth $5. Our account is all screwed up and all your agent can do is try to keep transferring me until someone finally hangs up on me because they do notbwant to handle all the lies and mess on our account.
Make this right. Put the correct promos on the 3 lines with the ******* Galaxy S24 Ultra of up to $500 in monthly credits. And credit the difference for those 3 phone of $100 each like your agent promised and do the right thing by your customer.

Sincerely,

******* ******
Initial Complaint
Date:05/06/2025
Type:Customer Service 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 switched from US Cellular Mobile to **************** I switched on January 13th 2025. The billing cycles end on the 7th of each month meaning a new cycle begins on the 8th of each month. I am being told that we are receiving a final bill because we cancelled in the middle of a billing cycle. It was actually 5 days into the billing cycle, and because of this, their system will not prorate our final bill. As a rational, fairly intelligent consumer, I do not wish to pay for services that I have not received. I am more than willing to pay for the 4 to 5 days we used their services into the new billing cycle, but I will not pay for the remaining 20+ days that we did not use it. Is this something the BBB can assist with? Thank you in advance.
Business Response
Date: 05/08/2025
May 8, 2025

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

Re: Complaint Number: 23292553
Customers Name: ****** *********
********************** Account Number: N/A

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Ms. ********** correspondence in which she states they cancelled their service early in the bill cycle but were charged for the full month of service. Ms. ********* states she will only pay for the 4 or 5 days of service in their last cycle and will not pay the remainder. ************ wants the account balance adjusted.

We have reviewed Ms.Wentworths concerns. Because we value the security of our customersinformation, we require the correct account name as listed on the account, such as the business name for a business account, for verification purposes. This was not provided in her submission.
While we cannot review the account to confirm account specific information, we can provide some general information about cancellations that may assist in resolving this issue.Namely, beginning in September 2021 the service agreement with UScellularstates: Termination of Service by
you or UScellular may occur at any point during the month but you'll remain responsible for all fees and charges through the end of your billing cycle for that month. This change was due to changes in standard industry practices and the major carriers had already eliminated proration for the final month of service.

If the account was opened prior to September of 2021, we would direct Ms. ********* to her initial documents which stated: Changes to Relationship. We may amend the Agreement at any time by providing advance notice to you. If we make material changes to the Agreement that negatively impact your use of the Service, you may cancel your Agreement without incurring an ETF by notifying us within 30 days after the notice. If you use the Service after the 30-day period, you agree to be bound by the changes. Additionally, UScellular provided a bill inserts in July 2021 bills and printed notifications on the August 2021 bills that stated: Effective September 12, 2021, your service and the associated monthly recurring service charges will no longer be prorated upon termination of service. Termination of service may occur at any point during the month, but youll remain responsible for all fees and charges through the end of your billing cycle for that month.

We hope Ms. ********* finds this information helpful. UScellular does not prorate the final month of service charges when an account cancels. If Ms. ********* would like to pursue this matter further, please advise Ms. ********* to resubmit this complaint with the information requested above and we will be happy to address her concerns more specifically at that time. We apologize for any inconvenience this may cause and look forward to receiving the needed verification so that we may proceed in researching this matter.

Sincerely,
***** *.
Customer Service Support Team
**********************
Initial Complaint
Date:05/05/2025
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.
Us cellular tries to scam people to get internet service that doesnt work at the desired location. When you call into them about it they try to make you pay off the internet modem before u can cancel the service and want u to continue to pay a $70 a month payment for services that dont work. Its a total scam and rip off they sucker u in than get u stuck
Business Response
Date: 05/07/2025
Tell us why here...May 7, 2025

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

Re: Complaint Number: 23291411
Customers Name: ******* ******
********************** Account Number: N/A

Thank you for contacting UScellular in reference to the above account. Mr. ****** advises that he purchased a router, and service, from UScellular and that the router did not work for him. Mr. ****** states that we have continued to scam him for the internet service even though he couldnt use it. Mr. ****** mentions that he cannot cancel the line as the cost of the router would be billed in full. Mr. ****** would like a settlement in the amount of $369.00. My name is ****** and its my pleasure to assist Mr. ****** today.

Upon review of Mr. ******* account, I can see that he purchased the router on August 27, 2024. In October 2024, Mr. ****** suspended the router on a Seasonal Suspension for 150 days. While the line was suspended, he was not charged monthly service fees for the service on that line. Furthermore, Mr. ****** never called in to talk to our **************************** to troubleshoot his concern with his internet service. In fact, there was never a mention of poor service.

Reviewing the account further,the router is currently on Seasonal Suspension again. He also has two other lines of service on his account, both active with iPhones. The internet service on these lines is actively working at Mr. ******* home address. Based on these findings, we decline the request to provide a credit for his service.

Should Mr. ****** have additional questions, or concerns he may contact our *************************** at *************. We will be happy to troubleshoot the internet connectivity on his router.

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/08/2025

Complaint: 23291411

I am rejecting this response because: I have reached out to my local US cellular office to let them know the router did not work and they just told me to move it to another location in my house. I moved it to each window in the house and it does. work. As per my data on my cellphones. 1 cellphone ending in ************************************************************************************************************************************************************* sos mode. The 2nd Iphone in my account is located in a different part of town its not at the same location as my router or phone ending in 7662 so ofc it has no issues with it. I do have the plan suspended because the services DO NOT WORK. and I will keep continuing the suspend the line until u take action to remove this garbage router from my account.

Sincerely,

******* ******
Business Response
Date: 05/09/2025
Thank you for taking time to contact us. I sincerely apologize for the service issue that you have experienced. Upon reviewing your account, I do see that you are currently past the 15-day excellent guarantee to return the router. If you would like to cancel this service, you will need to contact our Customer Solutions Support team.
If there is anything we can do for you in the future, please do not hesitate to contact us at ************. Have a great evening.
Initial Complaint
Date:05/05/2025
Type:Sales and Advertising 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 worked for prime communications **** location of the store was ******************************************************** I started working there in Sept and got fired at the end of April 2025 due to someone coming in with.a bad ID . I was still learning the other two reps been there for years I was still new learning everything and had poor training . They had me mid 3 weeks of work saying we would be under investigation for 72 hrs . They finally reached out to fire all 3 of us i asked them for a separation letter my district manger told me no and his manger told me no shed get me the human resource number and she didnt and they are both ignoring me . Online he doesnt have a number so I reached out with email and they said theyd reach out up to 48 hrs they never did . I need a separation letter bad . Thats all I want
Business Response
Date: 05/07/2025
5/7/2025

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

Re: Complaint Number: 23288898
Customers Name: ****** *****
********************** Account Number: N/A (this is not a ********************** customer)

Thank you for contacting ********************** in reference to the above account number. We are in receipt of Laekyns correspondence. In Laekyns correspondence, they are concerned about a termination they received while working for AT&T and they are requesting a separation letter.

We can absolutely understand wanting to get the separation letter to finalize their business with AT&T, however this is US Cellular and not AT&T. We are a totally separate company than AT&T and not affiliated with them in any capacity, so we are not able to assist in this matter. We would recommend Laekyn reach out to AT&T to resolve their issue.

We appreciate you reaching out to us in this matter and hopefully Laekyn can get some resolution with their grievance with AT&T.

Sincerely,

******* C
Customer Service Support Team
**********************
Initial Complaint
Date:05/02/2025
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.
Overcharged yet again with this *** They keep charging more fees, than I was quoted by customer service.This needs to stop!!I want my bill to read $56.99/ month + taxes. They added taxes of $35! This is incorrect!
Business Response
Date: 05/03/2025

May 3, 2025

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

Re: Complaint Number: 23278697
Customers Name: ***** ******
********************** Account Number: Not Provided

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Ms. ******* correspondence in which she states that she is being overcharged for service and taxes. I can understand Ms. ******* frustration with the bill being higher than expected. I will be happy to review the account

We have reviewed Ms. ******* concerns.Because we value the security of our customers information, we require the correct account number or Mobile Device number as listed on the account for verification purposes. This was not provided in her submission.

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

Sincerely,

*******. G
Customer Service Support Team
**********************
Initial Complaint
Date:04/29/2025
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 was told by salesperson ******** ***** ************* ************************************************************************)at *************************************************** that I would pay $5 per month for a box that gave me home phone service. I asked her if I was getting into a contract, and she said no, you can just bring the box back if you want to end it. The taxes ended up being about $20 after she said they would be a few dollars. This now made my cost higher than my previous carrier which is what she Knew I was trying to lower my cost and see if it was better service. Once I relized the quality of home phone service and options was horrible on the home line, plus it cost me more than my prior company, I decided to port my number out after I called ******** ***** and asked her to look at my bill. She responded saying that they have no way to tell how much the costs will be. It took me awhile to port my number out, but in the process, of trying, I found out from customer service at ********************** that I was in some sort of contract and that the location would have to process the return. I finished my port out to get out of US Cellular home phone as soon as possible and dropped my phone off at US cellular on 4.21.25 The Manager ***** ******* ************* ext 4 at *********************************** said I needed to call customer service its a 2 step process. **************** again led me to the facility and said I was past the 15 days and should have read the contract. I was given an email to a district manager of US cellular ***************************************** but he did not return my email to call me. Manager ***** would not give me his phone number. I have been charged $160.30 for the box that I was told is $5 per month and I could bring it back. $160.30 is due to my bill due on 5.19.25 and would appreciate some help on having them remove the charge that was caused by a fraudulent salesperson who lied about the cost and contract to get a ******* actt # is *********, the home phone number is ************
Business Response
Date: 04/30/2025
April 30, 2025

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

Re: Complaint Number: 23263359
Customers Name: ***** *********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of ***** Kalscheurs complaint which states one of our store representatives set him up with a home phone and told him there was no contract. He was also told that it would only cost $5/month. Our customer ********************** the service was not good and the cost was higher than expected so he went to the store to return the device and was told he was in a contract and that he had to pay remaining amount of the device. Mr. ********* is requesting we remove the charge as the device is at our store and the store will not assist him.

Upon review, I am seeing several conversations had with our customer and our technical support. As a consumer myself, I understand the importance of reliable service. Our customer spent plenty of time trouble shooting to have the issue resolved if there was a resolve. In further review, I do not see any notes from our store representative offering no contract.

After review of the facts in this case, we are going to waive the cost of this device for our customer. This decision was made due to the issues repeatedly with service that we do show history of in the account, and due to the fact that our store is currently in possession of our customers device in question.

We would like to apologize to Mr. ********* for any misunderstandings. We also would like to thank him for allowing us to review this information in order to make a final decision. We do want to be sure Mr. ********* is aware this is a one-time courtesy, and any future purchases will be held to our return policy. We would like to ask that if Mr. ********* has any further questions that he dials 611 from his cell phone or **************. We hope that you have a pleasant week!

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/06/2025

Complaint: 23263359

I am rejecting this response because:
While I thankd ****** *. for her response and action there is one part that is not true. ****** stated that "due to the fact that our store is currently in possession of our customers device in question."
However the day ****** wrote this message to BBB, is the same day that I recieved the device back in the mail from US Cellular. Picture of the box, labels and device are attached.
I notices that ******* asked me to call 611 from my phone, so I did on 5.1.25 around 8:30 pm and spoke with ******* from customer service. ******* was updated and stated that a return label would be emailed to my email ************************* within 24 hours. It has been more than two business days and I have not recieved the email with return label. Could ******* please email me a return slip to my email?

Thank you, Sincerely,

***** *********
************
Business Response
Date: 05/07/2025
May 7th, 2025

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

Re: Complaint Number: 23263359
Customers Name: ***** *********
************************** Account Number: *********

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Mr. ********** rebuttal complaint in which he states he has not receive a return label that was requested.

We apologize for any inconvenience that this may have caused Mr. ********** I have requested a return label to be sent to Mr. ********** email as he requested.

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

Sincerely,

Customer Service Support Team
U.S. **********************
Customer Answer
Date: 05/13/2025

Better Business Bureau:

I have reviewed the response made by the business and confirm that I recieved an email from US Cellular the following day with a return label. I mailed the box the same day. This is in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Thank you to BBB and US Cellular for helping me.

Sincerely,

***** *********
Initial Complaint
Date:04/29/2025
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.
My husband has a US cellular account where we pay $30 a month for unlimited service. He doesnt use Internet. He doesnt text. He just a phone to make and receive calls. Its not a contract. We pay monthly and if his payment is late. They turn off his phone. I tried to make a payment online from my online banking account. The $30 went to an old US cellular account I used to have. started getting a statement showing ahead of $30 credit and I disregarded it for a while cause I thought it was on his account. When I finally called US cellular and asked them about it they told me they will not refund my $30. All I wanted to was apply the $30 to my husbands US cellular bill. His number is ************. They would not allow me to do this. They will not refund the $30 either. Their address is US cellular department 0205 Palatine, *********. The account number is *********. My name is ***** *****. Thank you for your assistance in this matter.
Business Response
Date: 05/01/2025
May 1, 2025

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

Re: Complaint Number: 23262737
Customers Name: ***** *****
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We have received Ms. ****** complaint, and we appreciate the opportunity to address her concerns.

Ms. ****** complaint states that she had made a $30 payment for prepaid service, but it was not applied correctly. Ms. ***** has been receiving statements showing that she has a $30 credit on the account that was billed monthly which has been cancelled since 2017. Further, Ms. ***** states that she has made multiple attempts to have the credit balance applied to the prepaid service but has been denied.

We have reviewed the account and find that Ms. ***** is entirely correct. Her $30 payment from June 2024 was misapplied to the old account. We have removed the credit balance from her old account and applied it to the prepaid service. She will no longer receive statements showing a $30 credit on the cancelled account and the current month service fee for the prepaid line has been covered by applying that credit to the prepaid line.

We apologize for the frustration that Ms. ***** has experienced trying to get this issue resolved and therefore, we have added an additional courtesy credit of $25 to the prepaid service. Ms. ****** next payment will be $5 plus tax and is not due until the 26th of **************************** have additional questions, she may contact our *************************** at *************.

Sincerely,

***** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/02/2025

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:04/29/2025
Type:Customer Service 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.
Refusal to unlock phone.
Business Response
Date: 04/30/2025
April 30, 2025

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

Re: Complaint Number: 23262535
Customers Name: ***** *****
********************** Account Number: Not Found

Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ****** complaint,wherein Mr. ***** states UScellular has refused to unlock a phone. My name is ***** *** and its my pleasure to assist Mr. ***** today.

Upon review of the information provided, we are not able to locate an account for Mr. ****** With that said,our policy on unlocking phones states that only the customer who purchased the phone will be able to unlock it after the scheduled requirements are met. The requirements include, but are not limited to, waiting 120 days after activation (even if the device is paid in full), and if the contract term has been completed.

We have reviewed Mr. ****** complaint. With the information provided I have only included general information above. If ******** wishes more information then he is welcome to call us at the number listed below.

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

Sincerely,

***** *** *.
Customer Service Support Team
**********************
Initial Complaint
Date:04/29/2025
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 bought home internet they shipped it to me I never received it it was sent back and they have not gave me my money back for the taxes they keep telling me to wait and wait and wait no one has any clue on what they are doing do they get trained before talking to customers absolutely crazy
Business Response
Date: 04/24/2025
April 24, 2025

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

Re: Complaint Number: 23161779
Customers Name: ****** *******

Thank you for contacting UScellular, we are in receipt of *********** complaint regarding an experience with a home internet purchase that he did not receive as well as a delay in refund for the taxes paid. My name is *****, and I welcome the opportunity to review Mr. ******** account.

I am very sorry to hear Mr. ******* has had less than an optimal experience with UScellular. We understand the importance of having a reliable service and we pride ourselves on being transparent and respectful in all our dealings with customers.

In review of Mr. ******** account, we spoke with ********** on 04/04/2025 and removed the cost of the rejected equipment and applied a credit of $31.50 toward Mr. ******** account as a refund for the taxes paid.

We apologize for any frustration this has caused. If ********** has any additional questions or concerns, we ask that he contact our *************************** at the number listed below. Have a pleasant day!

*********,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
   | ***** *. | Customer Service Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Business Response
Date: 04/30/2025
April 30, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*******************************************************
*****************
Re: Complaint Number: 23161779

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. There seems to be confusion on complaints we received and our responses. The complaint above seems to be an exact repeat of the complaint we first received on April 4, 2025. The customer requested contact from the customer. I am happy to provide a complete review of the resolved issue.

In review of the account, I see we spoke to Mr. ******* on April 2, 2025. We advised that we had received the equipment that was ordered, and shipment was refused. Due to the process of the return,we would have to provide him an account credit of $31.50 for the taxes paid.However, Mr. ******* refused and wanted the credit replaced on the original payment method. On April 3, 2025, Mr. ******* spoke with our ********************** and we reviewed the situation with the order and return. We advised we would review the issue further with our Warehouse. On April 4, 2025, we spoke with Mr. ******* and advised him the charges for equipment had been removed.But we were unable to place the taxes refund on his credit card. Mr. ******* accepted the credit to his account for the $31.50.

As we mentioned in our previous response dated April 24, 2025:
In review of Mr. ******** account, we spoke with Mr. ******* on 04/04/2025 and removed the cost of the rejected equipment and applied a credit of $31.50 toward Mr. ******** account as a refund for the taxes paid.

Mr. ******* has contacted us for other requests but has not mentioned this issue again since resolved on April 4,2025.

We are deeply sorry for any confusion and are concerned we continue to get the same complaint multiple times. Our position on this matter; however, remains the same and we respectfully request that this complaint be closed.

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

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23161779

I am rejecting this response because:

Sincerely,

****** ******* I need to speak with someone from uscellular
Business Response
Date: 05/02/2025
May 02, 2025

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

Re: Complaint Number: 23161779
Customers Name: ****** *******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. I am in receipt of Mr. ******** rebuttal in which he states that I am rejecting this response because: Mr. ******* does not state why he is rejecting UScellular previous response.

I reviewed the account and ********************** has applied all credit to Mr. ******** account in reference to the order that was rejected. We have reviewed the account with Mr. ******* on April 24th,April 30th (BBB) and on May 1st we talked with Mr. ******* and we advised that the credit has been applied. Respectfully, I ask that the BBB be closed as resolved.

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

Sincerely,

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

Complaint: 23161779

I am rejecting this response because:

I had to call and call to get this order fixed on My account they charged me 450 and I had to sit on the phone for over a hour . My time has been wasted for about two months now dealing with this
Sincerely,

****** *******
Initial Complaint
Date:04/29/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal customer of ********************** for over 20 years. My complaint is Us Cellular treats their customers as numbers and only interested in getting money for their services that are totally too high! My bill was never the same month after month! Always being more than what was discussed in contracts! They do not want care or try to work with you in order to keep their services! Ive tried numerous times to talk with them over my bill and make arrangements to pay in order to keep services! My account has totally been cancelled and lost a phone number Ive had for over 20 years! Im having a hard time paying bill and I was doing all that I could but wasnt good enough for them! In order for me to keep my services I had to pay ****** to have lines turned back on! If I had that kind of money my phone wouldnt be turned off would it? Now theyve sent final bill which is over ***** dollars and expect payment or risk of being turned over to collections, even after I spoke with them about returning said phones to them! All I wanted was a little understanding of a person having a hard time and compassion of not losing a loyal customer! After all of this I intend to take business elsewhere for phone services! If this is how they treat their loyal customers after 20 years I dont want their services. Not even so much as to waive unnecessary fees in order to try to help me get bill current! Their in compassionate ignorance and outrageous billing is no way to do business
Business Response
Date: 04/30/2025
April 30, 2025

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

Re: Complaint Number: 23262238
Customers Name: ****** *********
********************** Account Number: N/A

Thank you for contacting UScellular in reference to the above account number. We are in receipt of MS. ********** correspondence. MS. ********* states she is a long-time customer and feels that she has been treated as a number and only interested in getting money. She states that her bill was never the same month after month. She also states she had tried to set payment arrangements, but the account was cancelled and the final bill is over $2000.00. She sates all she wanted was understanding and compassion for someone having a hard time.

We have reviewed MS.********** concerns. Because we value the security of our customersinformation, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in her submission.

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

Sincerely,
****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23262238

I am rejecting this response because: I am resubmitting complaint due to not having cell number!account nunber on said complaint! Cell number referenced in complaint is ************!
Resubmitting original complaint with added info of cell number stated above.
Sincerely,

****** *********
Business Response
Date: 05/02/2025
05/02/2025
Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
******************************************** 2006
**********************;

Re: Complaint Number: 23262238
Customers Name: ****** Shoemaker
U.S. Cellular Account Number: *********

Ms. ********* thank you for providing your account information so we may review your **********. ********* has stated she was a longtime customer and was having difficulties keeping up with her month statements. Ms. ********* has set up payment arrangements,recently, and they were broken and/or not paid on the agreed upon date and/or amount due.

Ms. ********** service would then be suspended and if resumed would have 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 Collection Agency.

Ms. ********* did have questions on the bill she received for the total amount due of $2318.88 and why it was so high. ****************** 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 30-months per line, to avoid paying the device in full. Ms. ********* did not fulfill the 30-months term, when the account was cancelled for nonpayment, which resulted in the remaining balance of each Retail Installment billing in full.

Ms. ********* is requesting that unnecessary fees be waived, and her numbers be re-established. Ms. ********* would need to pay the balance of $2318.88 and then service can be re-established. However, there is no guarantee that the customer will be able to keep the previously assigned phone number once service has been re-established.

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

Sincerely,
****** *.
Customer Service Support Team
**************************

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