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:10/31/2022
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 decided in July to get new Telephones and go with ******* as a carrier. So we spoke with US Cellular told them we were canceling our service there and paid off what was due on one of the phones. We told them July ( was already paid in the beginning of July) would be our last month with US Cellular. We got release codes from them and proceeded to purchase new phones with ******* and continue service starting in August with *******. US Cellular gave us the code to transfer service, which is required from them, we gave them notice and continued business with *******. US Cellular decided to keep charging us for coverage even though we terminated business with them. They are now claiming we owe them and we did not discontinue our service. So they claim I owe them ****** and that they close my account not us. I am fearful this will affect my credit. They have been belligerent and nearly impossible to deal with.
Business Response
Date: 11/02/2022
November 2, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18339568

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. Ms. ****** complaint states she advised ** she was going to cancel service in July and advised us that would be their last month of service. She also states we provided codes for her to transfer her service. ************** is disputing the final billing.

I will be happy to review the account for *************** In review of the account, I see ************** contacted our *************************** on July *******, requesting information on the balances she owed on her Retail Installment Contracts. It does not reflect she advised us she would be leaving us, as standard practice we would have connected her to our ************************ Neither Retail nor **************** have the ability to cancel or close a customers account, all is handled by our Cancellation Team. At which time you are required to pay off all remaining installment payments. However, if you move your lines to another carrier, the account will automatically cease, and all charges will be placed on final billing. On August 12, 2022, ************** went into one of our retail stores and paid off her device installment payments. Again, she went in the store on August 25, 2022. If she mentioned cancellation to the retail agent, it is not noted. However, they would have advised her not to cancel until she had moved her lines, then to cancel with us. The lines must be active for another carrier to pull them. On August 27, 2022, the new carrier pulled the lines from us, thereby cancelling the account. **** dated August 6, 2022, for *************** processed for $172.87. As this bill was not paid, the balance carried over to the September 6, 2022, Final Bill with a past due balance due of $167.85. These charges are valid and currently past due.

I have sent a copy of the final bill reflecting the usage to the billing address on file for ************** to review.

I want to thank ************** for giving me the opportunity to review this issue. As the charges on the final bill are valid, we are unable to provide the desired settlement of a billing adjustment. If ************** has any further concerns, she may call our *************************** at the number listed below, we are available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,

****************
**************** Support Team **************
UScellular
Initial Complaint
Date:10/30/2022
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.
07/17/202 - My husband and I traded in our phones under the promotion trade in your phone, get a free phone. We arrived at the US Cellular at opening (12pm - ******************************************************************** *****). We stayed there from opening until close (5pm) and then an additional hour after close to complete this trade in and account setup. The employee helping us was named ***********************. She seemed to be new considering it took until open-close + one hour extra to complete this. We confirmed multiple times with her what was happening. Our bill was supposed to be around $130 for service plus around $30 for phone protection. However, we also signed up for paperless billing/auto draft which would give us a credit to our bill. So our normal monthly bill amount was going to normally be around $150. We confirmed with her that the phones were to be free. She said that the free phones promotion would apply within 3 months. Fast forward to 10/24/22 - it has been over 3 months and our bill has continued to be around $240-$270 for the past 3 months. It has been over the 3 month time frame. Our bill has not gone down as she said it would. We did an online chat with US Cellular. The online rep basically didnt not believe anything we stated the store rep told us. She made it as if we were lying about what we were told. She stated that we were to pay $6.58 total every month for the phones - they were NOT free. Also, the promotion was never put into the account. We stated would go in store, but still want our account adjusted. The rep was to submit a request. 10/30/22 - Our bill is still not adjusted. We went in store and spoke to a man named *******. We did not see ******. He checked our account. I informed him of the lady ****** who set us up and he didnt seem to know who she was at all. He saw that the request was submitted for the promo, but then he and another store rep stated that the promotion would take ANOTHER 1-3 months to be applied to our account. This is beyond insane.
Business Response
Date: 10/31/2022
October 31, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18334375

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. We received a complaint from ********************* stating that she has been waiting for a promotion for a free phone, and it will now take 3 more months than expected to receive.

I will review the account and provide details below. After review of the account, I see that a promotion has been added to the line and ********************* will receive the discount in about 1-3 months. I back discount will be added for the 3 months missed. What I will be able to do is add a credit for $58.25 as a courtesy, to cover on month for the devices on each line.

Should ********************* have any additional questions, she may call **************** at ************ or 611 from the cell phone. **************** Department is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,
April S
**************** Support Team
********************** **************
12932274
Customer Answer
Date: 11/02/2022

Complaint: 18334375

I am rejecting this response because:
1 - You did not address the issue of the employee falsifying information. We were told the phones would be free - they are NOT. There is a monthly payment for them. We stayed in store from open to close then an additional hour after. We asked multiple times and we were told they were free.

2 - You did not address the timeframe its taking to apply the promotion. Not only did your employee say the promotion would be applied within 3 months, your website specifically says promotions are applied WITHIN 3 months. It has been OVER 3 months. We want our account corrected NOW - NOT in another 1-3 months. It should not take half a year to complete what you advertise takes 3 months max.
3 - You did not address the paperless billing and auto draft credit we were to receive. Where is this credit?? It has not been seen either.
US Cellular is NOT upholding their part on what we were told and what is advertised. I feel as if we have been lied to completely about what to expect. You have only repeated what the store employee said which is the promo will be applied in another 1-3 months. The billing is significantly more than we expected and we are only being told we will fix it in the future even though we advertise it to apply within this certain time frame.

Sincerely,
*******************************
Business Response
Date: 11/02/2022
November 2, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18334375

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

Good afternoon,
Thank you for contacting US Cellularregarding the above account. Mrs. ********* rebuttal stating we did not address all her concerns. I apologize for any frustration caused. I will be happy to review the account.

In review of the account, the qualifying promotion is Free Phone Up To $830. The phones chosen on the account are an iPhone 13 Pro ******************* 128GB $1,098.00 and an iPhone 13 Pro Graphite 128GB -- $999.00. We understand that you feel that our associate falsified information, however, this group of promotions are based off a Qualifying Trade In device, for Mr./Mrs. ********* account to qualify for additional credit on the devices Up to $1100, the devices traded in would need a value of $150 or greater,also explained on our website, as well as access to our Trade-In portal to give an estimated value of a device. The iPhone X and XR that were traded in were valued at less than $100.

Promotional codes are expected to be applied to the account at the time of purchase, by the submitting associate.We do apologize that the promotional discount code did not get applied immediately,it was not until a Promotion Device Exception Form was completed after a conversation with ******************** on 10/24/2022. The promotion was approved and applied to the account the following day; it is from 10/25/2022 that the 1-3 billing cycle wait time begins for the credits to appear on the bill. In the previous response, we agreed to apply the back credit for the months of July October.

Auto pay and paperless billing was set up on your account 7/24/2022. The discount is $5 per line and appears on page 3.

I want to thank ********************* for giving me the opportunity to review this issue. If ********************* has any additional questions now or in the future, she may call our *************************** at the number listed below which is available to assist daily from 7AM- 10PM CST.Thank you and have a pleasant day!

Sincerely,

**************
Customer Service Support Team **************
US Cellular
Customer Answer
Date: 11/04/2022

Complaint: 18334375

I am rejecting this response because: Our phones were not valued at less than $100. They were valued at $100 each and we do have paperwork showing that value amount. The associate did not inform us of anything regarding the promotion and having to pay for the new phones. We should not have to dig deep into your website to read fine writing when the associate should have informed us instead of lying.
The promotion and account being fixed within 1-3 business cycles AFTER October isnt acceptable. Our account should have been fixed by now. It is NOT our fault that the associate your company hired is incompetent at her job and most likely causing these issues for others. We have ALREADY waited the initial 1-3 month cycles. It should not take up to 6 months when it is specifically advertised as being applied WITHIN 3 months to show on our bill. He inquired about it just now in October because it should have been applied by now, but it has not. I am not understanding why our account cannot be corrected now to show the proper credits so we are not overpaying for another 3 months.

Sincerely,

*******************************
Initial Complaint
Date:10/29/2022
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.
Account Owner *******************************/***************************** Account Number ********* Invoice Number ********** Bill **** 10/20/2022 Auto pay from credit card of ***************************** I am writing to express my dissatisfaction with my latest US Cellular bill.Unfortunately I am the victim of identity theft. Much of my private information was stolen. It has taken me more than two weeks to change information with banks, credit cards, vendors, etc etc. The thief took my original phone number ************. I was told by US Cellular that it was ported out to ******** He did not take my phone. My phone stopped working on October 10th. I was going to figure out what was wrong when my credit union contacted me (through my daughter) and told me someone had tried to borrow money ($30,000) in my name. When I went in to the US Cellular store, they were very helpful and established a new phone number for me ************. It has taken me two weeks to restore many of my income and expense accounts. All of these accounts now have the new phone number . When I logged on to the US Cellular account bill I saw this in addition to our monthly bill.MONTHLY SERVICE CHARGES 10/20/22 THROUGH 11/19/22 ****** Device Installment Pymt Due (ID:**********) $****** After many calls and being on hold for long periods of time and being told different things at different times, I found out this is the residual amount owed on my "free cell phone" which was now due in full because the "stolen number" was no longer with US Cellular. I was told: "This balance can not be attached to my new number This balance can not exist without a phone numberin fact it has to be the original phone number. The only remedy is to reinstate the ************ number and cancel my current number. "Originally I was told it was ported to ******** now Im told it was cancelled. Changing Phone numbers again is unacceptable to me. I want this amount attached to the new number and reduced each month until paid or forgiven.
Business Response
Date: 11/06/2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *********************************************************************** 60611

Re: Complaint Number: 18332802
Customers Name: *****************************
UScellular Account Number: *********
Customer: ****************************;

Thank you for contacting UScellular regarding the above account. I am in receipt of Ms. ********* complaint. ******************** states that her identity was stolen, and her line was ported without her permission due to her identity being stolen. Due to Ms. ********* line being ported out, the remaining cost of the phone was added to her bill in the amount of $439.56. ******************** states that the line is a free phone, and she is asking that the cost be added to the replaced number and the fee be removed, or the credit be added for the cost of the phone.

I am sorry to hear about Ms. ********* identity being stolen, I can only imagine the frustration it has caused her, and I understand the importance of her inquiry. I will review the account and provide information below.

After review of the account, I see that ******************** has escalated her issue and spoke with a supervisor who stated that, we are not able to add the remaining cost of the phone to the new line. We can re-add the cost if the old number if resumed. To my understand ******************** is not able to retain her old number. On October 27th we did offer to waive the half of the cost of the phone as a courtesy, and ******************** did not accept that offer.

I will continue to offer the credit for half of the phone as a courtesy but, ******************** will have until November 8th to accept the offer. I do ask respectfully that the BBB be closed as resolved.

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

Sincerely,
April S
Customer Service Support Team
******************************
Initial Complaint
Date:10/27/2022
Type:Delivery 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 contacted US Cellular via their chat function on their website at about 10:35 CST on Thursday, October 28, 2022 asking for an update on the two iPhone 14 Pro *** phones we purchased on October 5, 2022. The customer service agent right away said our phones had shipped and would arrive within 1-2 business days. Our orders online still showed as submitted and I did not receive an email stating they had shipped so I told the person I was chatting with this information. They said they are in the billing department and don't know much more information than that, but they said they put a note in my account and gave me a number to call. I called ************ and spoke with someone who said the phone had not shipped yet. So I said, "So the person I spoke with in the chat lied?" and the guy I was talking to said yes. I hung up. I am absolutely appalled that first of all I was down right lied to and second of all that the person I spoke with on the phone didn't try to do anything about it. I am close to cancelling my account.
Business Response
Date: 10/27/2022
October 27, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18321632

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

Good Afternoon,
Thank you for contacting UScellularregarding the above account. Ms. ******* complaint stated she contacted US Cellular via their chat function on their website at about 10:35 CST on Thursday, October 28, 2022 asking for an update on the two iPhone 14 Pro *** phones we purchased on October 5, 2022. The customer service agent right away said our phones had shipped and would arrive within 1-2 business days. Our orders online still showed as submitted and I did not receive an email stating they had shipped so I told the person I was chatting with this information. They said they are in the billing department and don't know much more information than that, but they said they put a note in my account and gave me a number to call. I called ************ and spoke with someone who said the phone had not shipped yet. So I said, "So the person I spoke with in the chat lied?" and the guy I was talking to said yes. I hung up. I am absolutely appalled that first of all I was down right lied to and second of all that the person I spoke with on the phone didn't try to do anything about it. I am close to cancelling my account.

I understand the importance of Ms. ******* complaint. I am sorry to hear that **************** feels that she was lied to. I reviewed the account and on October 27th, **************** spoke with a supervisor who went over the status of the phones and set expectations on when the phones will be mailed out.

I will as a courtesy leave a note on the account to waive one of the device activations fees when its applied to the account. I ask that **************** call **************** for further assistance if needed.

Should **************** have additional questions, she may call **************** at ************ or 611 from your cell phone. We respectfully request that this complaint be closed. Thank you and have a pleasant day!

Sincerely,
April S
**************** Support Team
**********************
********
Customer Answer
Date: 10/28/2022

Complaint: 18321632

I am rejecting this response because: I do not FEEL I was lied to I was told I was lied to. I was specifically told by your customer service agent that the person I chatted with lied to me. The issue here isn't that I have to wait for the phones to arrive, when we purchased them we were told we'd have to wait about a month and that was fine. The issue is when I chatted with someone online I was told the phones had shipped and then when I spoke to someone on the phone and they told me the phones had not shipped I asked them if the person I chatted with lied and the customer service agent flat out said yes. I also don't appreciate in the response I was given via this complaint made it seem like I misunderstood and am in the wrong in this situation, I am not. I did end up speaking with a supervisor who was very nice and helpful and I was glad about that, now the response given to me here has me seriously considering canceling my phone order and switching companies.

Sincerely,

***********************
Business Response
Date: 11/02/2022
Tell us why here...November 2,2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 18321632
Customers Name: ***********************
UScellular Account Number: *********

Thank you for contacting UScellular in reference to the above account.

We are in receipt of Ms. ******* complaint in which she states she is rejecting our response. **************** states that she is rejecting this response because: I do not FEEL I was lied to I was told I was lied to. I was specifically told by your customer service agent that the person I chatted with lied to me. The issue here isn't that I have to wait for the phones to arrive, when we purchased them we were told we'd have to wait about a month and that was fine. The issue is when I chatted with someone online I was told the phones had shipped and then when I spoke to someone on the phone and they told me the phones had not shipped I asked them if the person I chatted with lied and the customer service agent flat out said yes. I also don't appreciate in the response I was given via this complaint made it seem like I misunderstood and am in the wrong in this situation, I am not. I did end up speaking with a supervisor who was very nice and helpful and I was glad about that, now the response given to me here has me seriously considering canceling my phone order and switching companies.

We can understand Ms. ******* frustration with feeling lied to. We apologize for any frustration, or this may have caused her.

I reviewed Ms. ******* original BBB complaint and in the complaint **************** states that the customer service agent right away said our phones had shipped and would arrive within 1-2 business days. Our orders online still showed as submitted and I did not receive an email stating they had shipped so I told the person I was chatting with this information. They said they are in the billing department and don't know much more information than that, but they said they put a note in my account and gave me a number to call. I called ************ and spoke with someone who said the phone had not shipped yet. So I said, "So the person I spoke with in the chat lied?" and the guy I was talking to said yes. I hung up. I am absolutely appalled that first of all I was down right lied to and second of all that the person I spoke with on the phone didn't try to do anything about it. I am close to cancelling my account.

When **************** asked for more information the rep in web chat did advise **************** that they work in billing and do not know anymore information. The rep did ask **************** to call **************** for further information. The second rep should not have said the associate lied,and I apologize that happened. The first rep was trying to assist **************** to the best of their ability and when they realized they could not completely resolve the issue they did point **************** in the wrong direction.

I ask that the BBB be closed as resolved. We would hate to see **************** leave UScellular, I ask that she call **************** so we can partner with our ****************************** for further assistance to see what we can do for her.

**************** may contact our **************** Department at *************.

Sincerely,
April S
**************** Support Team
**********************
********
Customer Answer
Date: 11/04/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I don't find their response satisfactory. Calling customer service clearly gets me nowhere but at this point it is what it is.

Sincerely,

***********************
Initial Complaint
Date:10/26/2022
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.
To Whom It May ********* purchased a TCL flip phone from US Cellular ********************************************************** on Saturday October 22, 2022 for $105.13 (receipt attached ) from the store rep **************************** I was back an hour later because there was a faint ringing in the phone anytime I tried using it. ****** had to remove the battery in order to get it to stop. That told me it was defective, but I didn't have time to exchange it and came back Monday morning to exchange it. ********, the manager said there would be a restocking fee of $35.00. I told her THERE SHOULD NOT BE A RESTOCKING FEE BECAUSE THE ***** WAS DEFECTIVE. No customer service. When I was purchasing the phone on Saturday morning and sitting at ******'s desk with her changing the new phone over the male employee starting whistling which was very annoying and unprofessional. Then he comes over and starts talking to ****** while she is helping me. I said to her that he should not be interrupting her when she has a customer and ****** said he was only trying to make conversation. Neither one of them have the concept of professionalism. Interrupting someone when making a sale is something you never do, so rude and it can kill a sale. ****** didn't have change for my $100.00 bill and asked the male associate (the one who had been whistling and interrupting) to go to Foodlion to get change while she was changing over my phone, but he would not. No teamwork. After she finished changing the data over she left me sitting there wasting my time there while she went around the corner to get change at Foodlion. Customer's time should be valued. I have purchased another phone from another store and had all of my personal data removed from the phone. I am on ***************************** account and she will return the phone to the store where I purchased it and get my $105.13 CASH REFUND after I get a call from you ************. I have been inconvenienced enough by this store and do not want to have to go to a bank with a check .
Business Response
Date: 10/27/2022
October 27, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 18317396
Customers Name: ************************* (Authorized contact *************)
U.S.Cellular Account Number: *********

Good Afternoon,

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of ************ complaint in regards to her purchase of a defective device in one of our stores. She states it was repaired in store but she feels like its best to return and does not want to pay the restocking fee of $35.00. ********** also states she felt her store experience was not professional and her time was not valued. She would also like to receive her refund via cash and not a check.

We take pride in our customer experience and engagement, so we can understand ************ frustration with her visit to our retail location. We always strive to treat our customers with the utmost respect and want them to walk away feeling valued. We value all of our customers and appreciate their business. We apologize for any interaction where we lacked expressing this.

In review of ************ account, I can see that there was a cash purchase made for the *** flip phone in our retail location of $105.29. If ********** chooses to return the device, we would be happy to refund in the same payment method. US Cellular has one of the best excellence guarantees in the industry. We allow our valued customers to exchange their device for up to 15 days after purchase with just a $35.00 restocking fee. This restocking fee allows us to be able to offer our customers the flexibility to exchange their device for up to 15 days after their purchase.

If ********** chooses to keep her device, we would be happy to do some more troubleshooting on it for her peace of mind. Also, *** offers a 1 year manufacture warranty which would cover any malfunctions during the first year unless due to damage. ************ desired settlement for this complaint was a refund. We will offer refund, minus the $35.00 restocking fee as that is part of our 15 day excellence guarantee policy.

I want to thank ********** for allowing me the time to go over this complaint. I hope ********** finds this response acceptable. If there are any further questions or concerns, ********** may contact our *************************** at the number listed below. We are open 7 days a week from 7AM to 9PM CST and eager to help!

Sincerely,

****************
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 11/01/2022

Complaint: 18317396

I am rejecting this response because
PLEASE FORWARD THIS EMAILTO **************** at US Cellular and to her supervisor.
******,
MY COMPLAINT WAS A FULL REFUND AND NOT TAKING OUT A $35.00 RESTOCKING FEE! YOU COULDN'T EVEN UNDERSTAND THE COMPLAINT!!!!!!!!! I didn't state it was repaired in the store I said the associate had to take the battery out to get the faint ringing to stop. That wasn't repaired!!!!!!!!!!! This is not taking pride in your customer's experience...what is wrong with you??? US Cellular has over 556 complaints and you think that is excellence??? I asked that you call me and you did not!!!! WHY? BECAUSE YOU KNOW NOTHING ABOUT GOOD CUSTOMER SERVICE AND DON'T CARE!!! Do you know how important it is to make a customer happy so they will refer new customers to the business? Do you know how many people one unhappy customer tells of their experience??? We are talking $35.00 here for a multi million dollar company to refund $35.00 to a terminally ill senior lady! SHAME ON YOU US CELLULAR!!! Please ask your supervisor to call me immediately ************.
Thank you,
*************

Sincerely,
*************
Initial Complaint
Date:10/22/2022
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.
I received an invoice for monthly charges from 9/14-10/13. I cancelled my service on 9/16 and they will not prorate my final invoice to show that I only owe for service on 9/14 and 9/15. They are saying that I owe for service for the entire month but only had it for 2 days. I do not see how this is legal or ethical. I should not have to pay service that I did not have.
Business Response
Date: 10/23/2022
October 23, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18300575

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. ****************** complaint states she was charged for a full month of service, but she cancelled service within the month.

In review of the account, I see **************** ported her lines to another carrier in the middle of September.However, she did not speak to our *********************** prior to that. Had she contacted us and spoken to our *********************** she would have been reminded of the following:

Customer Service Agreement
Terms and Conditions
Term/Termination/Early Termination Fee
"Termination of Service by you or UScellular may occur at any point during the month; but youll remain responsible for all fees and charges through the end of your billing cycle for that month."

I appreciate **************** giving me the opportunity to review this issue, and I am happy to be able to explain the valid charges. If **************** has any further concerns now or in the future, she may call our *************************** at the number listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 10/27/2022

Complaint: 18300575

I am rejecting this response because: I paid my phones off on 9/13 which would have fallen in the time period that would not have taken me into the next billing cycle. However it was 72 hours before my phones were unlocked by US Cellular. This was out of my control.

Sincerely,

*****************************
Business Response
Date: 11/03/2022
November 3, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 180300575
Customers Name: *****************************
****Cellular Account Number: *********

Good Afternoon,

Thank you for contacting UScellular regarding the above account. I am in receipt of ****************** rebuttal which states she paid her devices off prior to the end of her cycle and had to wait for them to unlock to change carriers,which was not her fault and should not be charged the extra time.

In review of ****************** account, I do see where we spoke to **************** on 9/15/2022, where she requested her devices be unlocked so she could switch carriers. The new bill cycle started over on 9/14/2022, so we would have already had her upcoming bill calculated by the time we spoke with her.

We updated our **************** Agreement on 9/12/2021 regarding no longer prorating our bills. We sent all customers a notice prior to that date. I have located the notice we sent **************** in July of 2021, in which she had 30 days to disagree and end her service or agree and continue service with us. I will be happy to send a copy, but this can also be found at uscellular.com/legal/customer-service-agreement.

I would like to thank **************** for allowing me the opportunity to review this issue. I hope **************** finds this resolution acceptable. If **************** has any further questions, she may contact our **************** at the number listed below. Thank you and have a pleasant day!

Sincerely,

****************
**************** Support Team
*************
UScellular
Initial Complaint
Date:10/21/2022
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 have a family plan with 4 phones. On 3,we purchased insurance in case they are lost or a screen cracks. The US Cellular rep said their insurance is the best because we can get our cracked screens fixed in a couple hours or we can get a phone overnight if ours cant be fixed. Well my daughter dropped her iPhone off her desk and we went to the Store and the told us to make a claim and then go to Insurance store for them to fix at$30. We went to the insurance store and they told us we had to file the claim online (which I did) and it said we would have to send in the phone and pay $175 to replace it! I talked with customer service and they said they changed their policy and I cant get the $30 repair I have to take the $175! Ridiculous I called US cellular and the rep said it wasnt their company nothing they can do. I said let me talk to some in management so they are aware bc I dont like being overcharged nor having a company sell a bait and switch service.
Business Response
Date: 10/24/2022
October 24, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 18297406
Customers Name: *************************** (*************************)
U.S.Cellular Account Number: *********

Good Afternoon,

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of ************** complaint in regards to having to pay more for her service fee deductible through Asurion than she was expecting.

I can imagine how frustrating it would be to be expecting one price and having to pay another which is much more. I am happy to review ************** account and see where I can help.

In review of ************** account, I do see that three of the devices are enrolled in protection with *******. Asurion is the insurance provider US Cellular works with to offer device protection to our customers. When enrolled with *******, you receive a welcome package in the mail that has a brochure that explains the different types of coverages and deductibles. There is an option to have the *************** protection that offers $29.00 cracked screen repair in certain scenarios. I was able to read their brochure and found that if the insurance is listed as standard, that is not available for the $29.00 screen repair. Also, if there is damage to anything other than the front screen, ex. camera lens is cracked, then it would also not be eligible for the $29.00 deductible. I also noticed in the same brochure that ************************* would have received, that Asurion does state their cracked screen repair eligibility can change by device or market at any time.

While we regret ************** confusion and frustration over this matter, we cannot control the policies in place with Asurion. Asurion does send out information, as mentioned above, for our customers to read over. All of our customers may choose to participate in Device Protection by Asurion within 30 days of getting a new device. Coverage is always optional. If ************************* would like us to make any changes to her device protection, she may call us at the number listed below. Our customer service representatives are eager to assist 7 days a week from 8am to 9pm CST.

I would like to thank ************************* for allowing me the opportunity to review this complaint. I hope ************************* finds the response acceptable. Thank you and have a pleasant day!

Sincerely,

****************
Customer Service Support Team
**** **********************
Initial Complaint
Date:10/20/2022
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 received a bill on 10/15/22. After reviewing the bill I realized they double billed me for the taxes and did not stop a service as requested when setting up the new account. I went into the store in ******* ** to address the mistake and was repeatedly told I was wrong and confused. After arguing and getting nowhere i left the store. I would like to be reimbursed and it known that US Cellular over charges their customers. Over charge of 76.30$ This situation makes me regret not looking a little closer at previous bills.
Business Response
Date: 10/21/2022
October 21st, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 18290757
Customers Name: ***************************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of Mr. ******** complaint in which he states that he received a bill dated October 5th,2022. ****************** states that the bill shown double taxes charged from when he set up the account. ****************** also states that his service was not stopped as requested either. ****************** states that he went into one of his local stores and did not get to a resolution. ****************** states that he would like to be reimbursed for an over charge of $76.30.

We can understand Mr. ******** frustration and confusion when his bill is not showing what was expected. We apologize for any frustration that this may have caused him.

After reviewing Mr. ******** account, we show that on September 16th, 2022, that ****************** made a payment for taxes in the store of $54.95. Taxes are always owed up front when setting up new service and then will show as a charge on the bill after the cycle closes with the payment received. On Mr. ******** we show that the taxes paid were an estimate and billed for $61.31. Mr. ******** total bill before the tax payment was $356.23 and then after the tax payment became $301.28. The total amount of $301.28 is a bit higher than Mr. ******** normal monthly bill that he will expect, as this bill reflects a device action fee of **************** of $23.44, and promotional credit of $19.44 that has yet to take effect.The promotional credit is showing for the line ending with ***** and takes one full bill cycle to show so will reflect a retro-dated credit and regular credit on the October 28th, 2022, bill. ****************** should expect future bills to be about $198.28 plus taxes and federal fees. ****************** may also enroll in our automatic payments with paperless billing through www.uscellular.com within his My Account and he will receive a ($5.00) discount per line.

In regards to Mr. ******** statement that he requested service to be stopped, we have reviewed his account and do not show any such request. We also show that service is still currently being used on both lines listed. If ****************** is needing to make any changes,he can contact us at the number listed below or visit his local store.

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

Sincerely,

Customer Service Support Team
**** **********************
Initial Complaint
Date:10/19/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went into store for promotion for free phone was approved . 1 month later I received my bill and noticed promotion wasn't present. Contacted main corporate office and was told I needed to switch to another plan to get promotion which I did . Next month another bill that didn't have promotion talked with supervisor yet again and was told the promotion would kick in the next billing cycle and I would have a credit. Today received another bill without promotion credit. This time their excuse was I didn't trade in another device. I responded I did trade in a device to which their response was the device wasn't fully paid for . The device in question was a s20 ultra which had 209 left to pay off which at the time the phone in mint condition was selling for 500. I had offered to pay for phone prior to getting promotion but was told by the representative that wasn't necessary that they would wave it and that I still qualify for the promotion. This company baited and switched then kept coming up with loopholes in their own contract to force me to pay for the phone. I attempted to return the device and drop their service but was informed I would have to pay for the phone because the 15 day return has passed.
Business Response
Date: 10/21/2022
October 21, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611

Re: Complaint Number: 18247779
Customers Name: ***************************

Thank you for contacting U.S. Cellular in reference to the above listed account. We are in receipt of Mr. ********* complaint in which he states that a U.S Cellular Representative told him that we would waive the balance of his ******* Galaxy S20 Ultra of approximately $209 and include the Galaxy s20 ultra in a promotion to offer ******************** a Free Phone.

We can understand Mr. ********* frustration and confusion when he received his bill, and it was not reflecting the promotion that was discussed in store. I am happy to review Mr. ********* account.

In review of the account, ******************** dd speak with our Customer *********************** where we offered ******************** a $20 monthly bill credit for the term of the 36-month Retail Installment Contract on his new device, as well as a lower monthly rate by moving ******************** to our basic unlimited plan, which would save $15 per month, both in which ******************* accepted.

******************** states that he was willing to pay the balance to complete the previous Retail Installment Contract on his ******* Galaxy s20 Ultra, which had 6 payments remaining to qualify for the promotion of a Free Smartphone. The initial cost of Mr. ********* new device is $1798.20, our offers of the monthly discount, plan change, and a one-time credit of $49.95 applied by our Customer ********************** total $1,309.95. ******************** will remain responsible for the remaining 6 payments of $46.66 of his ******* Galaxy S20 Ultra that was traded in totaling $279.96, and we will apply a One-Time credit of $208.29 to fulfill the total balance of the Free Phone Promotion.

I want to thank ******************** for giving me the opportunity to review this issue. I hope ******************** finds this resolution acceptable. If ******************** has any additional question or concerns, our *************************** is available to assist daily from 7am to 10pm CST.Thank you and have a pleasant day!
Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ************** | **************** Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 10/27/2022

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.

I wanted to document also that I spoke with a rep on the phone from US Cellular in regards to this responds and was told I would not be making any payments on the new phone and that all the payments on my bill will be for my old s20 ultra which I owed $280 and will be divided into 36 monthly payments to qualify me for the new free phone promotion. I reserve the right to reopen the complaint if what I was told today on the phone is somehow changed after this complaint is closed.
sincerely,

***************************
Initial Complaint
Date:10/19/2022
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.
On July 7, 2022 I switched cell phone providers to US Cellular for two phone lines. They said I had a 15 day period to cancel if I was not happy with the service. Unfortunately the phone service was worse than what I had and we were unable to make any calls from my residence. On July 11, 2022 I went to the US Cellular store and canceled our service after only 5 days to learn the cell towers in the area are subpar and this was a problem for many. Our phone numbers were still not connected to the phone so I spent approximately 9 hours either in US Cellulars store, Verizons store and then on the phone with customer service to get the account up and running. I had no correspondence with US Cellular since 7/11/22. On September 29, 2022 I received a Cancellation Notice from US Cellular, stating my service had been cancelled and a balance due of $172.12 was owed. I called them immediately and customer service was finally able to tell me I owed the money but didn't really know what the balance was for. I asked for a copy of the billing cycles and she was unable to print it and told me to go to my local store for help. I did this and they couldn't help either. Apparently I need to go to a corporate store some 40+ miles away from me if I want to see a bill. I will not pay this bill till I see exactly what they are charging me for, and can't imagine how it could be so high for 5 days of service! These big companies are ridiculous to work with, continual run around hoping you get frustrated and quit, I have spent so many hours in person and on the phone with the notion of just having reliable cell service. US Cellular acct #********* Any assistance would be appreciated!
Business Response
Date: 10/21/2022
October 21, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611

Re: Complaint Number: 18247314
Customers Name: *********************

Thank you for contacting U.S. Cellular in reference to the above listed account. We are in receipt of **************** complaint in which she states she received a notice of cancellation and would like a copy of the charges, but a corporate *** Cellular store is over 40 miles away. We are very sorry that our services did not meet the desired expectations.I am happy to review the account.

In review of the account, I do see where services were cancelled and the balance due of $172.12. I did make a manual adjustment to the amount due by crediting the Device Activation Fees, $30 per device.Leaving a balance due of $101.36. I will be sending the past 2 bills to the billing address on **************** account, and she will receive an additional copy labeled as a Revised Final Bill within 30 days for the adjustment made today.

Thank you for allowing me the opportunity to review this account and apply the necessary adjustments. If **************** has any additional questions or concerns, please reach out to our *************************** ************ available from 7AM - 10 PM CST. Have a pleasant day!
Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ************** | **************** Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------

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