Complaints

This profile includes complaints for UScellular's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  UScellular

  8410 W Bryn Mawr Ave Ste 700 Chicago, IL 60631-3486

• 

  UScellular

  Dept. 603470 Dept. 0005 Palatine, IL 60055-0001

• 

  UScellular

  122 Hawthorn Center Hawthorn Center Mall Vernon Hills, IL 60061-1502

• 

  UScellular

  233 N Michigan Ave Chicago, IL 60601-5519

• 

  UScellular

  3635 N Halsted St Chicago, IL 60613-4315

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:04/24/2025

  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.

   
  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: 04/25/2025

  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: 04/30/2025

   
  Complaint: 23245041
  
  I am rejecting this response because:

  Account number *********

  The number associated with that account is ************

  
  Sincerely,
  
  ***** ******

  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,
  
  ***** ******

  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
  **********************

  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
  **********************

• 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.

   
  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,
  
  ***** *****

  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: 04/22/2025

  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. **********************

  
  

  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: 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
  **********************

• Initial Complaint

  Date:04/16/2025

  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.

   
  Complaint: 23211430
  
  I am rejecting this response because:
  I was never told by customer service previously that enrolling in paperless billing and auto pay reduces monthly charges. So, as a loyal customer I have been paying additional fees because no one told me this?  Can you please give me a one time credit on my bill reflecting this for 2 months?  I am pending disability and am off work, so I am pinching Penny's. Thank you!
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number: 23211430
  Customers Name: **** ******
  ********************** Account Number: *********
  
  Thank you for contacting US cellular in reference to the above account. I am in receipt of rebuttal complaint in which Mr. ****** would like a onetime credit for being a loyal customer
  
  We greatly appreciate the opportunity to review the account.  Customer satisfaction has always been our companys primary goal. We strive every single day to provide all our customers with the ideal experience in all dealings with our company. 
  
  We would like to ensure Mr. ****** knows he was not billed any additional fees. Autopay and paperless billing selection is an option online to lower the cost of our plans and services. We can confirm he has recently enrolled so the savings will reflect soon in his billing.   
  
  To ensure Mr. ****** knows all discount options available we would like to mention we participate in Military Discount and a Partner Employee discount as well. Each discount has different qualifications but should Mr. ****** want to learn more we encourage him to call in a speak further with a representative or visit us online at ************************** for details. As a one-time courtesy we have applied 1 month auto pay courtesy credit of $10.00.
  
  Should Mr. ****** have additional needs please contact our *************************** at *************. Thank you and have a pleasant day!
  
  
  ******** E | U.S. Cellular | **************** Support Team | **************

  Customer Answer

  Date: 04/21/2025

   
  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,
  
  **** ******

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 23211430
  Customers Name: **** ******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular, we are in receipt of Mr. ******* complaint regarding the amount of his monthly bill and internet buffering. Mr. ****** is requesting a less costly plan and reliable *********** name is ***** and I welcome the opportunity to review Mr. ******* account.
  
  In review of Mr. ******* current plan, there is an opportunity to receive a monthly discount for participating in Auto pay &paperless billing. Auto pay would need to be set up using a routing and account number, or a debit card.
  
  Mr. ****** mentioned that his internet doesnt work half the time and that the videos buffer all the time. In review of his usage, he uses roughly 132GB per billing cycle. While our plans are unlimited, after 100GBs are reached during a billing cycle, the data is slowed to 3GB speeds which can cause buffering.
  
  We certainly understand the importance of having both an affordable and a reliable service. I strongly urge Mr. ****** contact our *************************** to discuss a more cost-efficient plan, that offers priority data and to sign up for auto pay and paperless billing to receive a discount to lower the monthly bill.
  
  I hope this information has been helpful. We look forward to hearing from Mr. *******
  Thank you, have a pleasant day!
  Sincerely,
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------  
     | ***** *. | Customer Service Support Team  | ************
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------

• Initial Complaint

  Date:04/15/2025

  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 charged ***** for over a year for accessories I did not purchase. It all started in 2023 when I went in to my local US Cellular store and the employee added accessories to be billed out to my bill. When I noticed the charges I went back in and was told the employee was terminated for just that reason, stealing from customers. I called and complained, chatted and complained, went into the store several times at which point I was told a manager would contact me every time I went in. I never ever was contacted regarding this. I paid ****** and was stolen from. I went to the store again today and was able to speak with a manager who informed me they would do nothing ! So, I just get stolen from and that's that? I would appreciate this to be taken care of please. My name is ******* and my phone number is ************. Thank you for your time. *******

  Business Response

  Date: 04/16/2025

  04/16/2025 
  Better Business Bureau of Chicago 
  Attention: BBB Customer Relations Advocate 
  ************************************************************; 
  *******, IL 60611 
   Re:Complaint Number: 23207621
  Customers Name:  ******* ******
  U.S. Cellular Account Number: ********* 
  
  Thank you for contacting U.S. Cellular. We have received the above complaint stating that ********* purchased accessories outright but was billed via a Retail Installment over a 12-month period. Ms. ****** states this started in 2023 when she went into the local US Cellular store and the employee added accessories to be billed out to their bill. When Ms. ****** noticed the charges, she went back to the store and was told the employee was terminated for just that reason, stealing from customers.We cannot provide information regarding the employment of any associate.
  
  Ms. ****** states they have called and complained, chatted and complained, went into the store several times at which point they were told a manager would contact them and never received any follow up. Ms. ****** states they paid $639.00 and feels they were taken advantage of.
  
  We appreciate Ms. ****** taking the time to tell us about the issues they have experienced.  We apologize for any frustration that we have caused, and we appreciate the opportunity to investigate this matter further.   
  
  Upon reviewing the account, I show that Ms. ****** did sign a Retail Installment contract on 9/27/2023 which included the financing of multiple accessories for $641.84. The accessories would be billed each month for $53.40 for 12 months.  Ms. ******* account is not showing a payment made for $641.84 on 9/27/2023.  
  
  Should ********** have any further questions or concerns, she may contact our *************************** at **************. 
  
  Sincerely, 
  ****** *. 
  Customer Service Support Team 
  ************************** 

• Initial Complaint

  Date:04/14/2025

  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.

   
  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,
  
  **** ********. I was told that I needed to go to the corporate store on the other side of town because they were a third party store. I went to the other store as I was directed to do. I was told that they can't resolve billing disputes and that there isn't any guarantee international plans will work. Us cellular customer service has been terrible during this problem.

  Business Response

  Date: 04/17/2025

  April 17, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 23203797
  Customers Name: **** ********
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of **** Spaldings complaint which states our customer had to move from a prepaid plan to a postpaid plan to get an international plan added for travel. The plan did not work,and our customer has invested a lot of time and back and forth travel trying to get back on the previous plan and get their international charges reversed.
  
  As a consumer myself, I can understand the importance of keeping a connection abroad. I apologize to our customer they were unable to connect and have had to go through additional steps to have this all reversed.
  
  In review of the account, I do see notes that an engineer was able to review a ticket that was placed on our customers account about the international use. The engineer reviewed and stated due to an error the device would not work until the customer was returned to the *********************************************. This is very unfortunate, and we regret hearing this was the case.
  
  I see the resolution of this matter is to refund the charges and move the customer back to their previous prepaid plan with the credit available until 4/21/25. We are happy to honor the resolution; however, we cannot change the account type through written ***************** save our customer the time of asking again for the refund, I have applied a full credit for the international charges and additionally noted the account that once moved back to the prepaid plan, we will apply a 1-month credit for service on that account as well.
  
  We hope this resolution is suiting for our customer and we apologize again for the error. Please contact us at the number below to have the account moved back to prepaid. Should our customer have any further concerns, we ask that they dial 611 from their cell phone or contact us at **************. Please have a pleasant week!
  
  Sincerely,
  
  ****** *.
  Customer Service Support Team
  **********************
  

• Initial Complaint

  Date:04/14/2025

  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.

  04/13/2025 - US Cellular was supposed to automatically unlock my phone when it was paid off, this didn't happen, phone paid off weeks ago. I have switched to a new carrier but can't get my new carrier activated because my phone is still locked by US Cellular. I attempted to get them to unlock this phone, but they keep telling me it takes 24 to 48 hours to do this. Now, if they were supposed to do this automatically and didn't why am I being penalized now and having to wait because they won't click the unlock button. I cannot do my job without my cell service. This is ridiculous that I have to wait and cannot do my job because they won't click a button.

  Business Response

  Date: 04/16/2025

  April 16th 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ***********************************************************>****************
  
  Re: Complaint Number: 23201457
  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 her phone is not unlocked after paying off the device. Ms. ******* is requesting that we complete the unlock.
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address Ms. ******* concerns with the unlock status of her phone.
  
  According to our records, the phone in question is already unlocked in our system and the Ms. ******* should be able to proceed with activating her device with her new carrier. Ms. ******* spoke with our *************************** on April 15th, and we advised her that the phone she will need to factory reset the device to clear any network restriction.
  
  If the device is still not able to be activated, Ms. ******* may need to contact the new carrier to ensure they are entering in the correct IMEI number.
  
  Should Ms. ******* have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  *** W
  Customer Service Support Team
  U.S. **********************