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.
271 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: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 | ************
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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
**************************
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 27, 2025, went to US Cellular store in *************. Phone stopped working, I had the insurance on my plan. At store, I was told it was all covered, they gave me a new phone and explained it was taken care of. I did not need to do anything further. I paid the sales tax. I am on automatic payments so when I saw **** had gone , a call up a call was made to corporate, they said I needed to call the store in *************. Spoke to salesperson who said he was our sales person. Confirmed he made a mistake and should of told us to send the phone in as insurance. He said he would fix it. A call later to confirm the cost of phone is still on bill. Sales person said bring the phone back. Later told he was let go and there is nothing they can do now. Past the 30 days to return the phone. They said we have to pay for a phone even though I had insurance and their employee misinformed us. **** saying he is no longer with company. They want to lower bill and still make me pay for the phone. Why can my bill now be lower, why have the insurance.
Business Response
Date: 05/01/2025
May 1, 2025

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

Re: Complaint Number: 23261335
Customers Name: ***** *********
************************** Account Number: *********

Thank you for contacting U.S.Cellular in reference to the above account. I am in receipt of Ms. ********* complaint in which she states that she was trying to file an insurance claim for her device but instead her line was upgraded to a new device.

We sincerely apologize for the frustration and inconvenience this has caused. My name is *** and I will be happy to assist.

We certainly understand that there was miscommunication at the store level regarding the Device Protection claim. We should have explained that the third-party vendor, Asurion would handle the replacement device the Ms. ********* would pay the deductible with that provider to replace the device if they have one available or a phone similar. Our store location cannot provide customer with replacement devices at the store location via Device Protection. While we regret that the device can no longer be returned due to the return policy, we want to assure Ms. ********* the bill will not increase because of this situation.

We are unable to remove the device protection fees for the entire time. However I am willing to waive three months of the fee which will be a credit amount of $44.97.

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

Sincerely,

*** *.
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:04/28/2025
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.
Cancelled final phone on 4/7/25. I was billed and paid in full for my account statement through April 25, 2025. After cancel I was billed a higher monthly amount for only 2 lines I was charged $151 from period ending March 26 - April 7. When I called to understand the charges due, she stated I would receive another bill for $114 in addition to owing the $151 for month we used for 7 days. I asked for a manager to contact me but nothing
Business Response
Date: 04/30/2025
April 30, 2025

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

RE:Complaint Number: 23260747
Customers Name: **** ****
U.S. ********************** Account Number: *********
Account Owner: ******* ****

Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of Ms. ***** concerns in which she states she cancelled her last phone line on April 7, 2025. She further advises she was billed and paid in full for her account statement through April 25, 2025. Ms. **** continues that after cancellation, she was billed a higher monthly amount for only two lines and was charged $151.00 for March 26 April 7.

Ms.**** advises she called to understand the charges due, she was told she would receive another bill for $114.00 in addition to owing the $151.00 for the partial month of service for seven days. She states she requested a callback from a supervisor but never received one. Ms. **** is requesting a billing adjustment of $265.00.

I am sorry to learn Ms. **** was dissatisfied with our service to the point of cancellation of her account and as well as not receiving a callback from a supervisor as she requested. I want to be able to relieve Ms. ***** frustrations, so I have reviewed all interactions over the past several months for better understanding of what transpired.

The port outs for the four numbers on the account occurred on the following dates this year: February 20, March 19, April 1, and April 7. As of April 7, ******** account was fully cancelled.

Ms.**** contacted us numerous times to obtain the transfer PIN required to port each number. Those interactions correspond with the dates provided above for the port outs of the lines. In addition, there is a memo on February 20 from ********* in our ******************** stating Ms. **** requested porting information due to hates our service. There are interactions from several other departments when Ms. **** contacted us for the transfer PIN with notes that there were no questions or concerns, she offered help but only wanted port information, she declined other offers, etc. The most recent interaction was on April 21 when Ms. **** contacted us and spoke ****** in our ********************. Please know ****** also works in a supervisory role as well as the ********************. She advised Ms. **** we are unable to provide credit for numbers ending 4426 and 5137, and she documented Ms. **** declined any offers.

******** March 26 statement generated for the normal monthly charge for the two remaining lines. The total was $151.81 with a due date of April 20. The April 26 bill is still calculating, but our system currently shows a prorated credit of ($37.77) for April 7 April 25 which will ultimately leave a final balance of $114.04. Again, this **** is calculating and will not generate for another one to two days, but the projected final bill/balance Ms. **** will be responsible for following the prorated credits upon cancellation of the last line will be $114.04.

I apologize for any misunderstanding given to Ms. **** indicating she would owe both the $151.81 balance and the $114.04 balance. This is certainly not the case, and clarification should have been given to her that the final bill was still generating with the prorated credit and a final balance would be reflected when the statement confirmed in the system.

Ms.**** is also concerned that she was charged more for two lines than she was for four. This thought is true since the plan she was on was the least expensive with four lines. Her total base rate for the four lines and with the data package that was active on each one was $185.00. When line ending 2126 cancelled on February 20, the base rate for the three remaining lines was $165.00. Following cancellation of line ending 4764,her base rate was left at $140.00 for remaining lines 5137 and 4426.

The last payment Ms. **** made was on March 18 in the amount of $186.04. This payment was the balance for the February 26 statement due on March 23. No payment has been made toward the March 26 statement with the $151.81 balance and with due date of April 20. The projected $114.04 final balance for the April 26 statement following the ($37.77)prorated credit will be due on May 21.

Based on research of the account, Ms. **** is being billed correctly and no adjustment is warranted. Ms. **** still has access to her online My Account, and she will be able to see the final bill with the $114.04 balance within the next one to two days once it confirms in the system.

Thank you for allowing me the opportunity to assist Mr. **** and provide clarification to her. Should Ms. **** have questions or wish to discuss the issue further, she may reach **************** at **************. We are here each day and will be more than happy to continue to assist. We look forward to hearing from Ms. **** if she has questions or needs anything more.

Sincerely,

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

Complaint: 23260747

I am rejecting this response because: today I received another past due notice from US Cellular for the $151. If this amount is still being adjusted and not fully processed how am I past due.
us cellular continues to email me and offer lines for $29.99 per month so I do not understand the billing practices.

Sincerely,

**** ****
Business Response
Date: 05/02/2025
May 2, 2025

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

RE:Complaint Number: 23260747
Customers Name: **** ****
U.S. ********************** Account Number: *********
Account Owner: ******* ****

Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of Mrs. ***** response to our reply regarding our billing practices. Mrs. **** states that she received a past due notice for the $151 and does not understand if this amount is still being adjusted and not fully processed how am I past due?

UScellular processes one bill each month. Any changes since the last bill processed appear on the new bill. Billing notifications are sent out automatically when an account is showing a past due amount. As was explained in our original reply, there were credits to be applied that would change the $151 balance and the new balance would be $114.04.

The Final Bill has now processed and is dated 4.26.25 for the amount of $114.04. This amount is due 5.21.25. This bill is true and correct and there are no further adjustments warranted or pending.

I apologize again for any misunderstanding given to Mrs. **** indicating she would owe both the $151.81 balance and the $114.04 balance.

Thank you for allowing me the opportunity to respond to Mrs. ***** concerns. Should she have questions or wish to discuss the issue further, she may reach **************** at **************. Our **************** Department associates are available each day from 7 am to 10 pm CST and are eager to help with any questions or concerns.

Sincerely,

******** *.
**************** 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. While I dont feel the charges are warranted I will pay the $114 and never use this business again and I will take to my social media account to let people know what to expect from us.

Sincerely,

**** ****
Initial Complaint
Date:04/26/2025
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.
I signed up with US Cellular at the ******, ** location on March 13, 2025. I was quoted in writing a first bill of $324.57, and all future monthly bills of $204.57, including all taxes, fees, and promotional credits. Despite this, my first bill was over $500, and my second bill was quoted at $370 significantly higher than promised.I contacted customer service multiple times, was placed on hold for over an hour, and received conflicting information. I was later informed that promotional credits were only applied to one of four lines, even though I was promised all four lines would receive them. No paperwork stated a delay in credits being applied.After significant time and stress, a representative named **** from the Iowa call center corrected the account. A transaction number ID *********** was provided, my next bill will now be $56, and future bills will align with the original $204.57 agreement.This situation involved serious miscommunication, misleading sales practices, and poor customer service. I am requesting formal documentation of the correction and an apology for the inconvenience caused.
Business Response
Date: 04/28/2025
April 28, 2025

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

Re: Complaint Number: ********
Customers Name: ******** ******
********************** account: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* correspondence. In her complaint she states that she was quoted an amount on her first bill of $324.57 and future bills would be ******. However, her first bill was over $500 and second bill was $370.

We have reviewed Ms. ******* concerns and after reviewing action taken after the customer spoke with a supervisor on April 24, we see that the missing credits have been applied and the current bill due on May 15th will be $56.65.

The customer was advised at the time of purchase that the first bill would be higher than usual and that it could take one to two billing cycles for the device credits to appear on the bill. We do acknowledge that the credits were not properly applied to her account at the time of purchase, which resulted in the significantly higher bills. For that we do apologize for the inconvenience and time spent resolving the problem.

We can confirm that the issue has been corrected and that her next bill will be as quoted and this should be reflected when the next bill generates on May 20th. And again, we apologize that the promotional credits were not applied at the time of sale, which resulted in the customer having to spend extra time on the phone to get the issue resolved.

Should Ms. ****** have any further questions we encourage her to contact our *************************** at **************.

Sincerely,

****** *.
Customer Service Support Team
**********************
Initial Complaint
Date:04/24/2025
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.
We have been trying to cancel this service since December. They tell us they can't because we don't remember our pin number. We offered our Ss#; anything else but they won't help us after three calls to the company. We don't have a contract. I don't know what to do to end our business relationship.
Business Response
Date: 04/25/2025
Thank you for taking time to contact us. While reviewing your e-mail, I noticed that you did not provide the account number or telephone number. We are very sorry to hear that you wish to cancel your service. Please contact out Customer Solutions Support and they can assist you with your request. They can be reached by dialing 611 or *************.
From all of us at U.S. Cellular, thank you for your time with us, we enjoyed having you as our customer. If there is anything we can do for you in the future, please do not hesitate to contact us. Have a great evening.
Customer Answer
Date: 04/28/2025

Complaint: 23245041

I am rejecting this response because:
We have tried that number 3 times. They told us to drive to the next city over from us. The ******* US Celluar has no idea how to help us.
Sincerely,

***** ******
Business Response
Date: 04/29/2025
April 29, 2025

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

Re: Complaint Number: 23245041
Customers Name: ***** ******
********************** Account Number: unknown

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* request to cancel her account. Although we are sorry to hear she has decided to leave UScellular we would like to do all that we can to help. I can certainly understand how frustrating this must be.

Because we value the security of our customers information,we require that a customer provide either her account number or the phone number associated with her account. This information can be found on her statement. At this point we do not have a way to even locate her account since she has not given this information. Once we review her account, we can proceed from there to resolve the issue. We look forward to hearing from her.

Please advise Ms. ****** to resubmit this complaint with her name and the account number or phone number associated with the account. If she would prefer to call us, we can be reached at ************. We look forward to hearing from her.

Sincerely,

******* *.
Customer Service Support Team
**********************
Customer Answer
Date: 04/30/2025

Complaint: 23245041

I am rejecting this response because:
Account number *********
The number associated with that account is ************

Sincerely,

***** ******
Business Response
Date: 05/02/2025
May 2, 2025

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

Re: Complaint Number: 23245041
Customers Name: ***** ******

Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Ms. ******* rebuttal in which she provided an account number and a phone number. Ms. ******* desired settlement is no further contact by the business.

We apologize for any frustration Ms. ****** has experienced in an attempt to close the account. We value the privacy and security of our customers account. For this reason, we require our customer to provide their four-digit security PIN code to make changes to the account. We also need to speak with the account owner which is not Ms. *******

To securely access the account and update the account PIN, the account owner may visit a ********************** store with valid ID for assistance with updating the PIN. Based upon the address provided in the complaint, our closest store is: ************************************* The store is open Monday-Saturday from 10am-7pm, and on Sunday from 11am-4pm. After in-store verification with ID and resetting the PIN, our store associate can get the account owner in touch with our cancellation team to request closure of the account. Please note, even with the security PIN, we are unable to process any account changes or cancellations via the Better Business Bureau.

We respectfully ask the Better Business Bureau to consider this matter resolved and closed. We will not contact Ms. ****** about this account as she is not the owner of this account.

Sincerely,

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

Complaint: 23245041

I am rejecting this response because:
I will pass this on to **** ********* spouse and owner.
He gave US Cellular permission to speak with me the first time we called them. The representative just had to talk to him.
This has been a nightmare to deal with. Maybe by filling a complaint with the BBB, it will help the next family they do this too.

Sincerely,

***** ******
Initial Complaint
Date:04/22/2025
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.
I cancelled my service and paid the last charge on October 3rd, 2024 before the next billing cycle. U.s. Cellular still charged me for the next month for the service that I didn't get or use. I called their customer service and all they could tell me is that a bill was automatically generated and there was nothing that they could do about it. The disputed bill was sent to collections and now my credit is impacted. I just want the charge removed from collections.
Business Response
Date: 04/25/2025
April 25, 2025

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

Re: Complaint Number:23238493
Customers Name: ******* ****

Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ***** ***************** his complaint he advises that he should not have a balance, and the account was paid when he cancelled his account. I am sorry to hear that he had a poor experience when he called customer service. He would like this amount removed from collections and removed from his credit report. At this point both Mr. **** and UScellular would like a resolution to this problem.

We have reviewed Mr. ***** concerns. Because we value the security of our customers information,we require that a customer provide either his account number or the phone number associated with his account. This information can be found on his statement.

Please advise Mr. **** to resubmit this complaint with his name and the account number or phone number associated with his account. If he would prefer to call us we can be reached at ************. We look forward to hearing from him.

Sincerely,

******* *.
Customer Service Support Team
**********************
Initial Complaint
Date:04/19/2025
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.
USCellular offered a 90.00/4 lines a month deal in December, 2024. New lines would also receive a new iPhone 16.I went in on December 20, 2024 to sign up for the deal. After a month, the deal was not applied for the plan to be reduced. I called in and was told that the credit would apply the following month. The base of my plan that I currently have is $180 a month and has a $30 credit. I called **************** on April 18 to get this result again. It was told that I do not have any $90 a month promotional on my account. He said I would need to go into a store in order to get this resolved. I went into a store today, April 19, and they said that I am on the $90 month plan, but I needed to increase the tier of each of my lines in order to get the deal for the phones. This was never disclosed upon my purchase date. The expectation that was said that I would pay $90 a month and then some taxes and fees in addition. The phones would be paid for with credits over the course of their financed period. Now, being in store, they are trying to redirect me back to customer service over the phone or wait until a manager can come into the store during the week.I cannot afford to take time off of work to meet with a manager, but I also cant afford to pay a phone bill. Thats $200 a month, especially after I was promised it would be 90. I need resolution for this as soon as possible.I did not wanna have to keep tracking down a manager or calling it to customer service. I need ********************** to reach out to me to let me knowthat they will take care of my issue.Till I know this is getting resolved, I am requesting $3600 in this complaint for the total financed period That I would be locked into this plan.
Business Response
Date: 04/22/2025
April 22, 2025

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

Re: Complaint Number: 23226467
Customers Name: ***** *********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ********* complaint in which he states he signed up for a promotion in December 2024 that offered four lines for $90 along with new iPhone 16 devices that would be paid for with credits over the course of the financing period. Mr. ********* contacted customer service about his bill that was $180 for his plan with a $30 credit and was told he did not have the promotion and was referred to the store. When he visited the store, he was told he did have the $90 plan promotion,but he needed to increase the tier of each of his lines to qualify for the free phone promotion. He states he was not told about the increased tier to get the phone promotion, and he was directed to come back to the store when a manger was available or continue with **************** to resolve the ******************* ********* is requesting a $3600 adjustment.

We are truly sorry for the frustration we have caused Mr. ********** We understand how important it is to have the promotions you expect to receive. My name is ***, and I appreciate the opportunity to resolve Mr. ********** complaint.

Upon review of Mr. ********** account, I can confirm he has the discount $7.50 per line totaling $30 to make him eligible for the four lines for $90 plan promotion. The increased data tier that was $10 per line gave Mr. ********* access to additional features such as ************** HD Streaming, Hotspot, and Call Guardian Premium. The increased tier was not required for the promotional phone credits. On April 21, 2025, Mr. ********* was downgraded to the basic data package for each of his lines in our store. The changes will reflect on his next bill bringing the plan cost down to $140 before discounts. The $30 plan discount and device credits will continue making the plan $110 plus taxes and fees. To receive the additional $20 discount, making the plan four lines for $90, Mr. ********* must sign up for both paperless billing and an eligible autopayment method such as a checking account or eligible debit card. Each line receives a $5 discount totaling $20 for four lines. The autopayment must be set up via Mr. ********** online My Account.

As a gesture of goodwill, we have issued an $80 credit to Mr. ********** account to help offset part of the charges from the increased data tier on the account. We are unable to credit all data tier charges as we can see the devices used the additional features included in the increased data tier.

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

Sincerely,

*** *.
**************** Support Team
**********************
Initial Complaint
Date:04/18/2025
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.
In Oct 2024 US Cellular had a promotion for it's members called US Days. Each day you could enter to win the prize of the day. Later I received an email advising me I had won a smart watch. Being skeptical, I took my message to the US Cellular office in ******* to confirm. After calling the attached number with the sales person in the oshkosh office, I was informed it was legit. The US Cellular person on the phone said I could select any smart watch up to $350. That person also said the credit would be applied to my account. I selected my watch, paid the taxes and took it home. My next US Cellular bill had a device charge. When I called them, they said the payment was included, when the full amount was paid the credit would be applied. No information was shared with me regarding additional monthly payments....never in our conversation. I called them to complain and tell them this was BS, I offered to return the stupid watch if it was going to mean extra monthly charges-which were not communicated to me-they advised my 30 day window was over. I have been calling them monthly since then to complain (again and again for 6 months). At one point they also mentioned something about the credit taking about 3 statements to show up-another point they failed to mention. The credit is still not showing and my monthly bills are still being charged a devise fee. I'm hoping if you get involved, US Cellular will apply the full credit and I can pay off my phone and move to a more honest cellular company.Unfortunately, since I took them at their word, I have no supporting documents. If returning the stupid watch to eliminate any further additional payments at this time is an option, I'm ok with that resolution.
Business Response
Date: 04/20/2025
April 20,2025
Better Business Bureau of *******
Attention: BBB Customer Relations Representative
******************************
*******, ******** 60601
Re: Complaint Number: 23224623
Customer's Name: ***** *****
U.S. ********************** Account Number: *********
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Mrs. *************************** in which she states she received an email advising she won a free watch. She was skeptical of the offer, and visited her local store, who confirmed she could select any smart watch up to $350, and credit would be applied to her account. Mrs. ***** says paid the taxes and took her watch home, then received charges on her next bill. Mrs. ***** also shared with us; she wasnt advised there would be additional charges monthly, and tried returning it, however, she was outside of our return period.
Its never our intention to mislead our customers regarding our promotions, and wed like to sincerely apologize for the misunderstanding that may have been provided. My name is ******, and Ill be reviewing this matter today for Mrs. **************** carefully reviewed the details of our Connected Wearables Offer Get A Free Watch(Up To $350 Off) promotion, and customers who won this offer, were required to go in-store for redemption, as this promotion required our customers to purchase a new connected wearable on an 12 month accessory installment plan agreement,they were also required to add a wearable paired plan, or wearable standalone plan between October 29 and December 12, to qualify to receive the monthly credit of $29.17. Ive listed the promotions requirments below.
Purchase of a Connected Wearable
Activation on a Qualifying Connected Wearable Plan
Eligible Plans:
Wearable Paired Plan*
Wearable Standalone Plan*
*Activation must occur by 12/12/24; failure to activate will result in loss of promo credit
Paperless Billing
Offer paid via monthly credit of $29.17 for 12 months

Our records show Mrs. ***** signed an Accessory Installment Plan agreement on 10/30/24. We also were able to confirm through the notes added to Mrs. ****** account, she contacted us on a few occasions (11/19 and 12/20/24,1/29 and 2/19/25) to address this matter. Our representatives documented they had explained the promotions details and why Mrs. ***** did not qualify.
On 2/19, ********* was transferred to our ********************* as she requested to cancel service because she hadnt received her promotional credits. Our representative provided credits for the months billed and shared the promotion requirements.
On 2/23 Mrs. ***** contacted our customer service team because she received a notification advising she does not qualify promotional credits. Mrs. ***** spoke with our retention department again on 2/25/25. Our representative shared with Mrs. ****** she had to add an wearables plan to receive credits.
We value ********** business, and *** partnered with our retention team, in efforts of providing an alternative solution as Mrs. ***** will no longer qualify for our Free wearable offer, because a wearable plan was not activated by 12/12/24.
Our records show Mrs. ***** is on our Unlimited plan which provides unlimited calls, texts and data for the low cost of $39.99 per month. Mrs. ****** plan has jam packed features and awesome pricing, and because of this were able to offer Mrs. ***** an extra 25% off its costs, which equates to $10 off a month, for six (6)months. This offer will expire 5/2/25. If Mrs. ***** accepts this offer, shell need to contact our **************** Team at ************** or 611 from her cell phone and ask to be transferred to our retention department.
Thanks for allowing me an opportunity to review this matter. Should Mrs. ***** have any further concerns, pleas have her give us a call using any of the numbers listed above.
Sincerely,
****** *. | U.S. Cellular |**************** Support Team | **************
Customer Answer
Date: 04/21/2025

Complaint: 23224623

I am rejecting this response because: i was NEVER informed that I needed to add any service OR was required to pay ANY additional payments to my monthly plan. Even tho I asked the is cellular representative on the phone 'what's the catch?'
He simply said I could choose my watch and the credit would be provided.
I feel us cellular failed to provide clear details of the 'free watch promotion'
I want out of my us cellular contract. I want to return this stupid watch and be done with them

Sincerely,

***** *****
Business Response
Date: 04/22/2025
April 22, 2025

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

Re: Complaint Number: 23224623
Customers Name: ***** *****
************************** Account Number: N/A

Thank you for contacting U.S.Cellular in reference to the above account. We have received Ms. ******* rejection regarding the promo for the SmartWatch that she won.
I have reviewed Ms. ******* account, and while I understand the frustration that Ms. ***** has expressed, we have offered Ms. ***** credit for the promo that she was not receiving. From what I can see, she called in today and received a credit in the amount of $29.16. If Ms. ***** wants to pursue cancellation, we request that she call our ***************************** to do so, this is the same department that offered and applied credit to her account today.
Please be advised that we cannot cancel accounts through any email correspondence, even if requested through the Better Business Bureau. We are asking that this complaint be closed, and that Ms. ***** take the necessary steps to complete her request.

Should Ms. ***** has additional questions; she may contact our *************************** at *************.

Sincerely,

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

Customer Answer
Date: 05/21/2025

Complaint: 23224623

I am rejecting this response because:
Please reopen this case.
I apologize for missing **** email and responding.

I reject this offer because I am still being overcharged on my us cellular account for a "free" watch they awarded during their us days promotion.

The only solution I want at this time is to return this stupid watch to us cellular and have any info regarding this "free" watch removed from my us cellular account.
Sincerely,

***** *****
Initial Complaint
Date:04/17/2025
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 took a phone line off of my plan last month and Im seeing charges for it that should not be there.
Business Response
Date: 04/19/2025
April 19, 2025

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

Re: Complaint Number: 23216405
Customers Name: ******* ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* complaint in which she states that she cancelled a line on her account in March. She stated that she is still being charged for that line on the current bill.

I can understand Ms. ******* concern about continuing to be billed for a line that is supposed to be cancelled. I will be happy to review the account.

After reviewing the account.I see that Ms. ****** did contact our Webchat team on March 24th to advise that she wanted to cancel the line ending in 5942. When a customer wants to cancel their service, they need to speak with our Solutions team. When ********* contacted webchat, they set a follow up with our Solutions team to call Ms. ****** to discuss the cancellation of that line. I show that Solutions attempted to call Ms. ****** twice on March 26th. We were unable to speak with her at that time and a message was left asking to call us back. I see that Ms. ****** did speak to Solutions the evening of March 26th; Ms. ****** advised us that she wanted to hold off on cancelling the line. Per her request, no changes were made to the line.

Ms. ****** contacted Webchat again on April 17th to advise that she wants to cancel line 5942. Solutions contacted Ms. ****** the same day. We suspended the line and set it to cancel on May 5th, which is the end of the billing cycle.

Due to Ms. ****** declining to cancel that line in March, she was billed for the current month of service. These charges are valid and would not be waived. The line is scheduled to be cancelled on May 5th. Ms. ****** will not be billed for service on the 5942 line after that date.

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

Sincerely,

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

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