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

840 total complaints in the last 3 years.
269 complaints closed in the last 12 months.

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Submit a Complaint

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:10/15/2022
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 had prepaid service with US Cellular. Service was paid through October 15. US Cellular called me on October 14 demanding payment. When I told them I had service through October 15 and was in the process of switching carriers, they cut my service off immediately without permission to block me from porting the number to ********
Business Response
Date: 10/20/2022
October 20, 2022
Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******,** 60611
Re: Complaint Number: 18228690
Customers Name: *****************
****Cellular Account ************* ******************** for contacting UScellular about your account. We are in receipt of Ms.****** *************** ************** states she had prepaid service with us and wanted to port her number to ******* but we turned off her service the day before. She is asking we allow her to port the number.
I regret to hear ************** did not get to port her number. I understand the importance of Ms. ****** request. My name is ****** and I will be assisting her.
I have reviewed Ms. ****** concerns. I regret that after review I found that ************* has not provided a phone number or account number for me to access the account. The phone number listed in the complaint does not match any information that ************** has given in her *************** Because we value the security of our customers information, we will require ************** to contact UScellular. ************** may do this via the Better Business Bureau or by contacting our *************************** directly at **************. We apologize for any inconvenience this may cause and we look forward to working with ************** to help resolve this matter.

Sincerely,
****************
Customer Service Support Team
**********************
Customer Answer
Date: 10/21/2022

Complaint: 18228690

I am rejecting this response because:I have contacted US Cellular and they still refuse to assist me in porting my number.

Sincerely,

*****************
Customer Answer
Date: 10/27/2022
************
Business Response
Date: 10/28/2022
October 28, 2022

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

Re: Complaint Number: 18228690
Customers Name: *****************

Thank you for contacting U.S. Cellular in reference to the above listed account. We are in receipt of Ms. ****** complaint in which she previously stated that we cut her service off after demanding a payment. I am happy to review Ms. ****** account.

In review of Ms. ****** account, ************** had automatic payment set up until 10/11/2022 until she requested it be removed, ************** had already pre-paid for services, therefor we would not demand any additional payments. ************** called to speak to our prepaid customer service department on 10/14/2022 3:19PM CST and requested this account to be closed, at that time we advised ************** that she would no longer be able to use the phone number, that all her previously saved voicemails would be deleted and that there would not be a refund for unused prepaid services. ************* acknowledged the information provided and requested the cancellation to be completed. ************** called back in to speak to our Prepaid customer service department 10/14/2022 8:48 PM CST requesting US Cellular to Reactivate her phone number so that she could port out her number to another carrier, at that time the phone number was not available as this process is meant for situations in which a phone number was cancelled in error, not by customer request.

However, we understand the importance of keeping the same phone number. We have decided to make a one-time exception on Ms. ****** account, to retrieve the phone number that she has requested. The prepaid account and phone number have been reactivated and is available for use or port out.

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 | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Initial Complaint
Date:10/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About August 15, 2022 I purchased an auto pay full home internet plan which promised unlimited everywhere service at 3.5 mbps. I received this amount for about 10 days, and the remaining 20 days I received only 1.1 mbps. I have only 6 devices that are intermittently connected but not all the time. The effects of the 1.1 mbps is inability to download from the internet without severely long delays, and sometimes not at all; constant buffering of TV every 5 minutes; a fuzzy picture with difficulty reading text; internet disconnections at ***** day and night causing my security system to go off line. Went back to store to get a refund and discontinue services. The manager came out and told me I needed to purchase (3) more routers. I purchased one to see if there would be any improvement. The manager told me he would waiver the 15 day return policy. I called customer service about the problem and they told me it doesn't matter how many routers you purchase in one home; the allocated speed would be the same. She also explained that even though they advertise unlimited coverage, US Cellular apportions amounts much less than the advertised mbps. So get about 3.o mbps for ten days and the remaining 20 days I get only 1.1 mbps in any given cycle. For each router and line to service it I paid a $275 set fee per line and I am billed $100 per month for each line.When I returned in September to return the second router ( unboxed and unopened) and the close out the unused line to its the Manager refused to talk with me and would not waiver the return policy as originally promised. To add insult to injury, in October, US Cellular rolled out a promotional plan called the home Internet EVEN BETTER PLAN at $50 per month on auto pay. When I requested this plan instead on the one I have, I was told that they could not cancel the second line or take the router and I was therefore ineligible for get into the EVEN BETTER PLAN. I am stuck with an inoperative internet plan.
Business Response
Date: 10/17/2022
October 17, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18224786

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. Ms. ******* complaint states she purchased a Home Internet router with us on 8/2/2022 and has not had the service she had hoped for and that we failed to honor an extension on the 15 day Excellence Guarantee we offered. I am happy to review the account and see what we can do to help ***************.

Upon review, I see **************** purchased the first router with us on 8/2/2022. The plan for the Home Internet provided 300GB of high speed data, which will slow to 1.5MBPS after the 300GB have been used. **************** used 300GB within 9 days. She went to one of our retail locations and discussed this with the manger there. I have also spoken with him this afternoon. He did advise **************** that for the type of things she was using the internet for that she would need at least 3 routers to provide that amount of data. He offered to ***** 20 days on the return for the first router if she purchased a second one and it did not solve the issue. **************** accepted that offer and purchased another router in store on 8/15/2022. The total price for the router is ******, which in both purchases was deferred to a retail installment of **** per month for 36 months. **************** paid sales tax on 8/2/2022 in the amount of ***** and then on 8/15/2022 another ***** + ***** device activation fee. **************** mentions that she paid ****** for both devices, however, we are not showing that on her financial account. There was a regular bill invoice of ****** paid on 9/10/2022, which would have included all lines of service and taxes and fees for a billing cycle. We are happy to send out that invoice upon Ms. ******* request.

Continuing my review, I do see *************** called our customer service on 09/14/2022 requesting to return the second router as it was never removed from the box. We denied the request as this was outside of the 15 day Excellence Guarantee return window. Even adding an additional 5 days, **************** would have been outside of the return window by 23 days, as the offer was for the return of the first box by 20 days if the second router did not help. If **************** never used the router, our wish is that she would have returned it within the time frame provided.

**************** is requesting resolution by desired settlement: Line 1, switch to Even Better plan for ***** per month. Line 2, cancel the line and allow the return of the device and refund ****** for the device and an additional ****** per month for service not used.

We regret we cannot accept the return of the router at this point. **************** may either use it for additional data, or we can offer a short term or seasonal suspend until she can pay off the retail installment contract and cancel the line. For the refund of ******,that was never paid toward a router so there is not a refund to offer. For the ****** per month in billed service not used, I see that the line not being used is costing **************** ***** per month after the autopay discount. We will offer a one-time credit of ****** for 3 months of billed service not used. To avoid continuing to pay the service on the second router, **************** will need to contact our *************************** at the number listed below to inform us on her decision to suspend the line or not. We would also need to have her on the line before we can make any plan changes on the first router. Upon hearing from ****************, we are happy to change her plan to any plan we have available in her area at her request.

I want to thank **************** for giving me the opportunity to review this issue. I hope **************** finds this resolution acceptable. We look forward to hearing from **************** on the next steps to take for her router. Our *************************** 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: 10/24/2022

Complaint: 18224786

I am rejecting this response because:

Sincerely,

**************************
Initial Complaint
Date:10/14/2022
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.
When I purchased a new IPhone 13 on June 30th 2022, I was told by the associate that I would get $700 off the purchase of the iPhone. While activating my new service the associate told me that I needed the $34 a month plan to get the $700 off promotion as I originally chose the $29 plan, so I chose the $34 plan. I wanted to pay the remaining price of $398 immediately, but she stated that it had to be billed. After leaving the store, the associate called me and told me that I had to activate automatic payment and paperless billing to get the $700 off promotion and I pulled over as I was traveling and accessed my U.S. Cellular account and set up auto pay and paperless billing and called the associate back and let her know that it was all set and she told me I should be all set for the promotion and she would take care of it for me. After a couple bills, I still didnt see my bill going down and I contacted customer service on Sep ******* about the $700 promotion and they told me that there must have been an error with the associate not putting me in for my promotion when I bought the phone and to contact them directly. I called the US Cellular store that I originally purchased the phone on Sep 18,2022 and spoke with the associate who sold me the phone and she remembered me and told me that she would take care of it for me. When I received my Oct bill from US Cellular I noticed it dropped $5 a month. I thought maybe it takes time to adjust billing and gave it a few more days. I called US Cellular again on Oct 14, 2022 and the representative that I spoke to told me that I needed to be on the $70 plan to get the $700 off promotion. When I purchased the phone I was assured that I was on the proper plan for the promotion, 3 1/2 months later they tell me I need to be on a different plan. I wouldve never bought the IPhone 13 if they had told me I needed the $70 plan and I believe since I was frauded by US Cellular that our contract is null and void
Business Response
Date: 10/17/2022

October 17,2022

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

Customer's Name: *************************
*************************** Number: 18224312

Good Afternoon,
Thank you for contacting Uscellularregarding the above account. We have received from ************** regarding his $700.00 promotional credit. ************** said he was told that he would need a certain plan to receive the $700.00 promotion.It is now three months later, and **************** was told the plan was incorrect and he would not be receiving the promotion.
I understand the importance of **************** inquiry, I will review the plan and provide the information below.
After review of the account, I see that **************** does qualify for the 2022 $700 Off Smartphones. **************** is on the correct plan. I apologize for the inconvenience this may have caused. I have added the discount and it will take abut 1-2 months for the discount to be added. **************** may call **************** for a back credit of $58.32 to be applied.
After the resolve, we respectfully request that this complaint be closed. Should **************** have additional questions, he may contact our **************** Department at *************, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,
April S
**************** Support Team
**********************
********
Initial Complaint
Date:10/12/2022
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 canceled my service and on my final bill noticed a charge of $349.92 that I was not expecting. I called on 9/20/22 to track down the fee. I was given several different explanations from early termination fee (I had no contract) to something about if I was paying less than a certain amount per month per phone line, I owed them back for a promotion. None of these reasons tracked, as I had three phones to pay off, all obtained the same way, but only one strange fee. After much pushing, they finally came back and said it was indeed an error and it would be removed. So, I waited days for it to be removed. It wasnt, so I paid my final bill minus this amount. I checked back a few times via chat and was told they could not help me with this issue and that I had to contact the solutions team about cancellations. That is what I spent 40 minutes doing on 9/20. If this is a billing error on the part of US Cellular, why am I, a customer, having to do so much leg work to get it corrected? Their customer service was a big reason for me canceling service and this reinforces that and now I guess I wait to see if a $349.92 bill of mine gets sent to collections because they refuse to check the notes of my previous contact with customer service.
Business Response
Date: 10/13/2022
October 13, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611
Re: Complaint Number: 18206729

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. I see Ms. ******** complaint is regarding a remaining balance of $349.92 on her closed account. I do apologize for the frustration she has had to deal with for a resolution. I will be happy to review the account.

In review I do see the charge was incorrectly billed as an Early Termination Fee. I have removed the charge from the account. ****************** will receive a new statement reflecting a zero balance to close out the account. I do appreciate ****************** reaching out so we can resolve this matter, and again I am sorry it was not handled previously.

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

Sincerely,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 10/20/2022

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.

Sincerely,

*********************************
Initial Complaint
Date:10/12/2022
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 pay $200 a month for our cellular service. Recently our cell phone service hasn't been working. We have no service for hours, dropped calls, text messages not being sent. We've contacted U.S Cellular and they tell us there is nothing that can be done because they are switching from 3G coverage to 5G coverage and they don't have the signal strength to provide us with the service they advertise, the service we have had for the last 10 years, and the service agreed to when we signed up for cell service with this company. They offered us a $50 one time credit but said the service will not improve in our area and they can't guarantee a time line of when it will improve to standard it was when agreed to the terms of our bill. I don't think we should be paying for a service that is falsely advertised. Us cellular in the middle of anywhere. Well that's absolutely not true. You can barely get service in the middle of town. We didn't ask or agree to a change in our service. This seems like a very unfair practice for a business. If you can't offer actually give people what they are paying for then I would assume that's fraud.
Business Response
Date: 10/13/2022
October 13, 2022

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

Re: Complaint Number: 18203476
Customers Name: ***************************
**** Cellular Account Number:N/A

Thank you for contacting **** Cellular in reference to the above account. We are in receipt of Mr. ********* complaint in which he states,recently his cell phone service hasnt been working during our transition from 3G to 5G. I am sorry to hear that ******************** is experiencing a difference in service, I definitely understand the importance of having reliable service and I am happy to review his account.

In review of the Mr. ********* account, I do see that he called in to discuss Service issues. Our technician was able to determine that there is Poor coverage in Mr. ********* home area, at that time we recommended Wi-Fi Calling as a temporary solution, which can be found in the settings of each device. If that is not an option,it is recommend that ******************** explore purchasing a third party in-building signal booster such as one from WeBoost. Should ******************** be interested in this option, US Cellular has several booster options available on our website at www.uscellular.com.

******************** mentioned in the above listed complaint that he doesnt feel that they should have to pay for service, however Per US Cellulars Terms and Conditions of service: Coverage. You understand that Service may be interrupted or unavailable due to atmospheric or topographical conditions,governmental regulations or orders, or system capacity limitations.Representations of coverage by U.S. Cellular or its agents are not guarantees. He requested as a settlement a billing adjustment , we offered a one-time courtesy credit of $50, which was accepted by ******************** and has been applied to his account, currently we are not able to provide any additional credits for this issue.

I want to thank ******************* for giving me the opportunity to review this issue. If ******************** has any further concerns, he may call our *************************** at the number listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ************** | **************** Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 10/14/2022

Complaint: 18203476

I am rejecting this response because: When I initially signed up for service with U.S. cellular I was given 30 days to try out the service to make sure I was satisfied. I did this and agreed to the contract on the basis that I had good service in the areas I needed it most. Now I no longer have this service. Which U.S. cellular by it's own admission has admitted. The customer service representative also stated this is a problem because they are transitioning from 3G to 5G. All advertisements for U.S. cellular says they have the fast and more reliable 5G network of any carrier. This obviously isn't true. It's also untrue that I was given a $50 credit. I didn't agree to a $50 credit as a solution to the problem. I'm paying the same price I've always for a service that no longer works in an area that it use to. That seems very unfair. U.S. cellular suggestion of using wifi calling is ridiculous. I pay for Us cellular coverage and wifi separately. Is U.S. cellular going to pay for my wifi service? Why should I have to use wifi calling when I'm paying U.S. cellular for cellphone service? Why should I have to buy a signal booster when I'm paying U.S. cellular for cell phone coverage? Is U.S. cellular going to pay for a signal booster? I'm paying cell phone coverage that I'm not receiving. Cell phone coverage that I use to receive with no issues. My problem isn't paying for this service. My problem is I'm paying $200 a month for service I'm not receiving. You're advertising service you can provide. I'm more than happy to continue paying the same price I've always paid if my service is the same as it's always been. It would make sense that if you plan to transition from 3G coverage to 5G coverage you would have the infrastructure in place to make this transition without interruption in coverage. Instead we are giving no time line as to when things will improve and asked to continue to pay the same amount for dropped calls, no service, unsent text messages, and low signal strength. A one time $50 credit isn't going to make up for the amount of service we are losing. I would like a drop in our monthly bill, increased coverage area to the levels it was before they decided to transition the coverage without adequate infrastructure, us cellular to purchase a signal booster to increase their signal that we are paying them for, or US cellular to pay our Wifi bill every month in order for us to use Wifi calling.

Sincerely, ************************;

***************************
Initial Complaint
Date:10/11/2022
Type:Sales and Advertising 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 originally switched to UScellular at the beginning of July. There was a promo going on that if you brought an eligible phone you would get a $600 card. I brought an iPhone 13 Pro *** that was eligible. On August 24, I got a text saying I was eligible for a promo and would receive the card in 45 days. Between then and now I bought an unlocked iPhone 14 Pro *** from Apple, not USCellular, and activated it on my line. I thought since I got the original text saying I was eligible I would be fine. I got a text on October 8, saying I was ineligible. I reached out to support and they said because I have a different phone means Im not eligible. I have a screenshot of the terms and it did not say anything about keeping the same phone active for an amount of time. Its not like I downgraded phones. I am very upset that this made me ineligible, and is the only reason I switched back to us cellular.
Business Response
Date: 10/13/2022

October 13, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18200234

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

Good Afternoon,
Thank you for contacting UScellularregarding the above account ************************ states that he originally switched to UScellular at the beginning of July. There was a promo going on that if you brought an eligible phone you would get a $600 card. I brought an iPhone 13 Pro *** that was eligible. On August 24, I got a text saying I was eligible for a promo and would receive the card in 45 days. Between then and now I bought an unlocked iPhone 14 Pro *** from Apple, not USCellular, and activated it on my line. I thought since I got the original text saying I was eligible I would be fine. I got a text on October 8, saying I was ineligible. I reached out to support and they said because I have a different phone means Im not eligible. I have a screenshot of the terms and it did not say anything about keeping the same phone active for an amount of time. Its not like I downgraded phones. I am very upset that this made me ineligible, and is the only reason I switched back to us cellular.

I understand the importance of ************************ inquire. I will review the account and provide general information below. For ************************ to receive and keep the discount a qualifying device must be activated on the account. If a phone purchased from somewhere other than UScellular would not qualify for the discount and discontinue the promotion. ************************ called in a few times and we have reviewed this information with ************************.

I ask that ************************ call **************** and we will review the promotion and go over the promo requirements with him.
I want to thank ************************ for giving me the opportunity to continue to work on this issue. I hope he finds this resolution acceptable. If ************************ has any further concerns, he can call our **************** Department at the number listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,
April S
**************** Support Team **************
UScellular
12872596
Initial Complaint
Date:10/06/2022
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 want a credit for late fees that have been applied to my account for the last year. My billing cycle is 14th-13th of the month. My due date is on the 9th meaning any payment from the 9th to the 13th should not have a late fee applied due to the dates of my billing cycle. Any late fee applied for payments made after 9th but before the 13th should be credited back since it actually would not be late.
Business Response
Date: 10/07/2022
October 7th, 2022

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

Re: Complaint Number: 18176626
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 his bill cycle is the 14th to the 13th of the month and his due date is around the 9th of the month. ****************** states that any payment made from the 9th to the 13th should not have a late fee applied. ****************** states that he has been charged a late fee for the last year and would like them all refunded.

We can understand Mr. ******** confusion and frustration when seeing a late fee on his billing. We apologize for any confusion that this may have caused him.

After reviewing Mr. ******** account, we show that our Office of the President reached out to ****************** shortly before he wrote to the BBB. We thoroughly reviewed all of Mr. ******** payments made based on when his bills were generating and when his payment was originally due. We determined after Mr. ******** account review that when a late fee was charged, it was due to ****************** making a payment after the bill cycle for the next bill was finished, therefore, charging the late fee as it should. You can see the last several bill cycles, due dates, and payments during those times below:

Bill cycle February 14th through March 13th due April 9th paid on March 3rd not charged a late fee
Bill cycle March 14th through April 13th due May 9th paid on May 14th charged a late fee
Bill cycle April 14th through May 13th due June 9th paid on June 9th not charged a late fee
Bill cycle May 14th through June 13th due July 9th paid on July 9th not charged a late fee
Bill cycle June 14th through July 13th due August 9th paid on August 9th - not charged a late fee
Bill cycle July 14th through August 13th due September 9th paid on September 14th charged a late fee

As you can see, ****************** has had payments made on time without a late fee and other dates where he has paid after the new cycle has started resulting in a late fee. No credit is due for accurate billing. Because we have already worked with ****************** through our Office of the President and have provided the same information here, we respectfully ask that the BBB close this matter as resolved.

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

Sincerely,

Customer Service Support Team
**** **********************
Initial Complaint
Date:10/05/2022
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.
9/9/22 I purchased an iwatch through the US Cellular app, paid for 2 days shipping. 2 weeks later the watch had still not shipped so I called and was told the watch was out of stock and due to a new watch being released the following day, the one I ordered would never be restocked. So I attempted to cancel my order, get a refund, so I can purchase a different in stock watch. My cancellation ticket has been "stuck" in their system for over 2 weeks, and I've talked to several representatives that are unable to do anything. My account is essentially frozen due to this pending "stuck" order, preventing me from purchasing a different watch or make changes to my account. Not to mention the money they took right away that I probably will never get back. Now, my bill is 1 day past due and I'm getting harassing phone calls, texts and emails about "resolving my past due balance" even though they aren't working at all to fix my stuck/frozen account or give me back my money. Very frustrating to have to call and wait on hold for 45 mins, to get passed around to 3 different departments, and then to tell me there is nothing they can do, as it's not their fault the system isn't working as it should. If the shoe were on the other foot, they would be sending me to collections for not giving them what they owe me, which in my case is an iwatch. The same out of stock/never being restocked watch is still for sale on their website.
Business Response
Date: 10/07/2022
October 7th, 2022

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

Re: Complaint Number: 17792370
Customers Name: *******************************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of Ms. ********* complaint in which she states that she purchased an iWatch with two-day shipping through the **** Cellular device app. ******************** states that the watch had not shipped even two weeks later and when she called **************** was told that a ticket had to be submitted because the order was stuck. ******************** states that she was not refunded for the payment that she made with the order and could not place any other orders/changes on her account.

We can understand Ms. ********* frustration when not receiving an order that she placed as expected. We apologize for any frustration or inconvenience that this may have caused her.

After reviewing Ms. ********* account, we show that the ticket has since been resolved on October 7th,after going through the proper channels of escalation to have the issue corrected on the account. We also show that ******************** has since made her monthly payment on October 7th as well. We show that ******************** was not charged for any shipping on the device but had already paid for the taxes of $17.50 on September 9th. We have credited $17.50 back to Ms.********* account, as we cannot apply back as a refund to Ms. ********* card due to her bill cycle already closing again for a new bill amount to generate and the credit will automatically apply to any balance on the account.

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

Sincerely,

**************** Support Team
**** **********************
Initial Complaint
Date:10/05/2022
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.
This cellular company was given a payment, that they claim, they did not receive. I requested payment history from them 1 month ago to try to solve this issue. The payment was made through a third part source, that I had to pay back. Without showing that this payment didn't make it I am stuck being charged. I have called several times requesting info. Account number is *********
Business Response
Date: 10/06/2022
October 6, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18171519

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. ****************** complaint states she has not received a Payment History, she requested on September 1, 2022. I apologize for any delay and will be happy to review the account.

Upon review I see we processed the request and mailed it to the address on file September 6, 2022. Since it has been quite some time, I have processed another request which should be processed within 48 business hours. Currently we show the account has been cancelled and has a current balance due of $1,291.75 with a past due amount of $390.21.

I want to thank ****************** for giving me the opportunity to review this issue. ****************** has requested a billing adjustment as a resolution. At this time we do not see any valid reason for a billing adjustment. I hope she finds this resolution acceptable. If ***************** has any further concerns now or in the future, she can 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: 10/06/2022

Complaint: 18171519

I am rejecting this response because: Once I get the billing history, I may be able to find a missing payment that I have complained about for a month. I will not pay anymore monies until I find where the money that was paid went to. It was paid on line through a third party system. I received a final bill, not not the payment history. Of this company can send a final bill they can show me where ,y payment went.

Sincerely,

*************************
Business Response
Date: 10/13/2022
October 13, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18171519

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. ****************** rebuttal complaint states she is rejecting our response because she feels the payment history will help find her missing payment. She states she will not pay any additional monies until she finds where the money went to. As I mentioned in the previous response, we requested another Payment History Report be sent. It processed today and as I mentioned is being sent to the customers address on file.

As we have advised ****************** on previous communications, we do not have the payment in question listed with the information she had provided. As the payment in question was for $138.00, and the balance currently past due is $1291.75, I would highly urge ****************** to make a payment toward this balance to avoid collections.

Our position on this matter;however, remains the same and we respectfully request that this complaint be closed.

I want to thank ****************** for giving me the opportunity to review this issue. I hope she finds this resolution acceptable. If she 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: 10/14/2022

Complaint: 18171519

I am rejecting this response because:. If this company does not know where ,y ******. went to why won't they give me the record showing they did not receive it so I can get my ****** back from the 3rd party paying source, called *******. I am not going to pay additional money if there is a lost payment floating around. There should be no harm in sending me a payment history.

Sincerely,

*************************
Initial Complaint
Date:10/03/2022
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.
At the end of December in 2021, I activated a hotspot from a store in *****, **. Unfortunately it did not work and thinking it was the least expensive hotspot I activated a second (better model) one from a store in ******, ** as the one in ***** did not have any in stock. Unfortunately it did not work either. I returned both within the 15 day buyers remorse and was told my accounts were canceled. In August, I believe, I received a phone called from a collector for a $132.30 bill. I have tried calling US Cellular only to be told they cannot help as it has been turned over to a collector and the collector just tells me it is a valid bill from US Cellular. Neither will help me on this issue. The US Cellular account is *********. I know I may owe something for the two weeks or less I had it but not $132.30. The issue was when I took out the server they asked for my address, and I asked do you want where it is installed or my billing. They put the install address instead of my billing address which is why I received no bills and I didn't catch it in my contract. I also received no phone calls from US Cellular. I have receipts showing that I returned both hotspots and in the comments one says buyers remorse the other cancelled service. Also US Cellular should show no device was active past the end of December. And there should have only been one line that I was billed for.
Business Response
Date: 10/04/2022
October 4, 2022

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

Re: Complaint Number: 18162712
Customer's Name: *******************
********************** Account ******************* *************************************** you for contacting UScellular regarding the above listed account,unfortunately the account number, phone number or address provided in this complaint does not match any records for *****. I would also like to add that any account that has been assigned to an outside collection agency cannot be discussed. The assigned account can be disputed with the collection agency and re-assigned to UScellular, at that point we will be allowed to discuss the account with ***********

Thank you for your time, have a pleasant day!

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
   | ************** | **************** Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 10/04/2022

Complaint: 18162712

I am rejecting this response because:
I have attempted to contact the collection agency with the documents attached.   They have sent it to US Cellular and US Cellular just provided a statement that said it was a valid bill.   US Cellular did not attempt to contact me as far as I can tell. Nor have I gotten a any documentation explaining what the charges were other than a final bill. I am attaching the documents I got from the collection agency that includes the documents US Cellular gave them.     Neither party US Cellular nor the collection agency they gave it to will take the time to look over the charges or the evidence that shows that I returned the hotspot. I need step by step instructions to communicate to the collection agency as what I need to do to get them to send it back so that US Cellular will actually talk to me about it.   I am getting the run around from both US Cellular and the collection agency. Neither wants to help. Just wants me to pay for something I didn't have.

Sincerely,

*******************
Business Response
Date: 10/06/2022

October 6, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18162712

Customer's Name: *******************
********************** Account Number:   none provided

Good afternoon,
Thank you for contacting UScellularregarding the above account. ************ rejects our previous response stating the collection agency that owns the account states has attempted to contact us and provided sales receipts for equipment but no resolution to issue of final billing.   I apologize this has caused *********** so much frustration.

In review of the complaint, as we mentioned on our original response, the information ************ provided in his complaint does not match an account with UScellular. What we would need to move forward is the address ************ used on the account with us, an account number (which would be located on bills from us and the collection agency), one of the phone numbers used on the account for the devices. If ************ remembers his 4-digit code, and provides at least the address used on the account, we should be able to assist.

Once we can open the account for review, we can have it pulled back from the collection agency for review of the issue and provide the requested information for a resolution.

I want to thank ****************** for giving me the opportunity to review this issue. I hope he can provide the required information necessary.If ****************** has any further concerns now or in the future, he may call our *************************** at the number listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 10/07/2022

Complaint: 18162712

I am rejecting this response because:

Address:
12759 ***********
***** ** 63539

Account Number:
*********

I am not sure this is a phone number but it looks like one:   **********

I do remember my code, but since I do not know if this message will be publicly available, I would rather not post it. If given an alternative means of providing it, I will.

All of the above information plus more is available in the documents I attached to previous messages. Including both the sales receipts and the returns receipts as well as the bill copy I received from the collector.

I am not sure who ****************** you reference in your response. I am assuming you handle a lot of communications and have gotten the name mixed up.

Sorry there was only two choice. I selected rejecting so I could supply the requested information.
I will summarize the documents that I have already give to provide the information that is needed.

Sincerely,

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

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