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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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:10/03/2022
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.
This is a billing dispute as this company charged me for services dated during a time period that I did not have the service. I was charged ***** from July 13 - August 7 2022. This was cancelled I aid ****** on July 6th to cancel this out I should not have been charged for any time after that.
Business Response
Date: 10/04/2022
October 4, 2022

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

Re: Complaint Number: 18160756
Customers Name: *****************

Good afternoon,

Thank you for contacting UScellularregarding the above account with ******************* complaint. I am happy to review this issue for ***, I do understand frustration regarding any billing concerns.

Upon review of the account, Pats billing cycle began on 7/7/2022 and ended on 8/7/2022, the account was cancelled 7/13/2022. There was not any communication from Pat about cancellation otherwise we would have had the opportunity to set proper expectation of billing upon cancelling an account. We do encourage that our customers make changes the day that the billing cycle closes to avoid any unwanted charges. The payment $300 on July 6th, that *** mentioned was to pay off the device that was on a monthly payment plan.

I have located the invoice containing the new customer service agreement terms we sent to Pat explaining the change on how we no longer prorate service upon cancel. *** had 30 days to notify us they did not agree to those terms. We are happy to send a copy if needed to review. In order to request that copy be sent by mail, *** will need to contact our **************** at ************** any day from 7AM-9PM CST.
Initial Complaint
Date:09/29/2022
Type:Customer Service 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 signing up with US cellular About a year and a half ago I clearly asked the rep for service in ************* was told it was florear and no extra charge. There are 3 lines on this contract and 1 flew to *********** received a bill for $630 which I had to push out I called today to pay $300 and get an extension for the remaining they said no . This is a bill I was never informed could happen as *********** is ** territory I was not hoping to get the bill amount dropped I was hoping for more time With the headache of knowing o could not come up with this payment I am now hoping to have this amount taken off the bill
Business Response
Date: 09/29/2022
September 29, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 17183789

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. Ms. ******* complaint states she has been charged for international data usage she felt was covered in her plan. **************** is requesting due to a denial for an extension for payment the charges be removed.I am happy to review the account for our customer.

In review of the account there is no interactions with the customer requesting information on using their devices outside of the continental United States. We do not have any plans that include *********** coverage. When a customer activates their device internationally,they receive multiple text messages advising they are incurring international roaming charges.

To address the denial for Ms.******* request for additional time (a payment arrangement) to pay her bill, I can provide the following information. In the months since becoming a customer in April of 2021, the customers account has been suspended for non-payment 11 times. We have provided the customer 18 separate payment arrangements, of which 5 were completed and the others either broken or renegotiated. The account has continually carried a past due balance, long before the charges on the bill dated August 14, 2022,for international usage. This bill also included late fees, and as the customer had been suspended twice in the cycle, two sets of restore from suspension fees totaling $150.00.

We have attempted to work with *************** multiple times regarding payments and the account balance. However, due to the payment history we are unable to provide additional extensions. As these charges are valid charges, we will not remove them from the account. In review of the account, **************** has requested her services be cancelled. If she or ******************************* changes their mind, they should call us at the number listed below.

I want to thank **************** for giving me the opportunity to review this issue. If **************** has any further concerns, 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: 09/29/2022

Complaint: 18145138

I am rejecting this response because: The request has nothing in part with past due not to mention that the account one way or another has always been paid currently up to date except for the charges that when signing up at the store were never mentioned not even when asked not to mention that there was a long extensive review for charges at the store so just like the company has worked with payments in the past I have had issues in the past as well also now stating I have to call to cancel the disconnection oI did that yesterday not even an hour later and your representative stated no cancellation request was in place and that o was all set but obviously there is again being told incorrect information

Sincerely,

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

Business Response
Date: 10/04/2022
October 4, 2022

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

Re:Complaint Number: 18145138
Customers Name: ************************************
**** Cellular Account Number: *********

Thank you for contacting **** Cellular in reference to the above account. We are in receipt of ************ rebuttal complaint in which she states her original complaint had nothing to do with her payment history.

I can understand that receiving a bill you are not expecting is difficult. Thank you for allowing me the time to review the account.

In review of the account, I can see that Ms. ******* complaint is due to believing international travel to *********** was included in her plan. Ms. ******* plan does include roaming in ****** and ******, but no other territory or country outside of the **** We do offer plans that reduce the roaming rate, available to purchase before travel and then remove after travel. We will be happy to go over those plans in the event of future travel for ****************.

We strive for a positive customer experience with every interaction. We do regret *************** feels as though we gave incorrect information on her plan and its benefits. We do have a full list of all the benefits of our plans listed on our website, along with information on international travel. We hope this brings some understanding to ****************. We regret we are unable to credit the roaming charges as those come from foreign carriers and are charged to **** Cellular,which we then direct to the customer.

If **************** has any further questions or concerns about her account, our *************************** is available daily from 7am to 10pm at the number listed below. Thank you and have a pleasant day!

Sincerely,

****************
Customer Service Support Team
**** **********************
Customer Answer
Date: 10/04/2022

Complaint: 18145138

I am rejecting this response because: I was not given correct information and have to accept a bill of $630.00 when signing up with USCellular that same month had a trip planned to *********** asked about service and rates the response was it is great and covered now again was given incorrect information when the disconnection was requested called back and representative stated no request on file however in the first response to the complaint it said to call to cancel disconnection written proof of how I am always told incorrect information either at the store or over the phone and I have to agree and now being referred to the website for plan details when I ask a representative from your store who assured the information this is not fair I should be credited some of the charges towards my bill as this has been a s**** up on the companys side

Sincerely,

*********************
Initial Complaint
Date:09/29/2022
Type:Customer Service 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 contracted with US Cellular in 2019. In September 2022 we changed cell phone providers due to no coverage in our area. We cancelled our service with US Cellular on September 6th 2022. We were charged our full monthly bill of ****** on September 26th 2022. We called as this amount should have been prorated since we were no longer using their services since September 6th. We were told by manager that the terms of conditions changed about a year ago and on those terms I states they no longer prorated the billing. I asked if these terms and conditions were sent out to review and he stated no. He also stated this information is not ij the original paperwork we signed at the time the new service started. We are seeking our money back for the month of September, less 6 days as we were using their services at this time. We were never notified of any changes regarding the terms and US Cellular has stolen money from us since we were not using their services.
Business Response
Date: 09/29/2022
Tell us why here...September 29,2022

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

Re: Complaint Number: 18145135
Customers Name: **************
UScellular Account Number: *********
Account **************************** for contacting UScellular in reference to the above account. Mr. *** states that he canceled service in September 2022 and only used six days of service. Mr. *** said he is being charged for a full month of service and was told that we did not send out a notification of the update, that service will no longer be prorated. Mr. *** is asking that the bill we waived.

I understand the importance of ************ inquiry. I will review the account and provide information below.

I reviewed the bills on *********** account for the past year and on July 28,2021 billing statement,UScellular did print on the bill the updated and change to no longer prorating monthly service. When Mr. *** cancelled, service was prorated and Mr. *** did not call in and speak to anyone in ***************** I have provided a copy of the Change to **************** Agreement listed on the bill. If Mr. *** would like a copy of the bill, we will be happy to mail a copy.

* * *CHANGES TO CUSTOMER SERVICE AGREEMENT * * *
This notice applies to customers who have entered into a retail Customer
Service Agreement for the provision of service. This notice does not apply
to large business or government customers who have entered into a Business
**************** Agreement or similar custom agreement for the provision
of service. Effective September 12, 2021, your service and the associated
monthly recurring service charges will no longer be prorated upon
termination of service. Termination of service may occur at any point
during the month but youll remain responsible for all fees and charges
through the end of your billing cycle for that month. Additionally, at
least 50% of your monthly usage (including data) for each device on your
account must be used in UScellulars licensed markets. The requirement to
use no more than 400 MB of data usage per month per line in UScellulars
non-licensed markets has been removed. For more information, please see
the **************** Agreement Terms and Conditions at
uscellular.com/legal/customer-service-agreement.If you do not agree with
these changes, you may cancel your agreement without incurring an early
termination fee by notifying us within 30 days after this notice. If you
use the Service after the 30-day period, you agree to be bound by the
changes.

I hope the information provided below is helpful. Should Mr. *** have additional questions, he may contact our **************** Department at *************.

Sincerely,
April. S
**************** Support Team
**********************
********
Initial Complaint
Date:09/26/2022
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.
On Saturday November 6th of 2021 at 12:37 p.m. I purchased a phone from US Cellular to use with my drone as it was the only place nearby that sold a affordable phone that was compatible with the drone that I owned. The salesperson explained to me that if I bought the phone and paid cash for it and a month's worth of service that after that month I could have my phone transferred to a different carrier as US Cellular does not work where I live. This is a bald-faced lie and I've spent the last 11 days trying to get them to unlock my phone and they won't do it because they say that I had to have had that service on 180 days but they never disclosed that at purchase but the complete opposite. Now I either have to buy more service with them that I cannot use or throw away a brand new phone and the difference that I would have paid at the time of purchase to be able to do what they told me I would be able to do was $80 and they did not disclose that to me .. I would have happily paid it then. They say their policy is that the phone must be turned on for at least 180 days or pay a different price for the phone and it wouldn't be a problem the difference being literally $80 and now I'm stuck with the phone that I cannot use for anything. As far as I know the law says that if you pay for something and you don't owe anything on it , that it belongs to you but apparently US Cellular is going to extort more money out of me for services I cannot use on a phone that I already own. I have been all the way up to the top tier with their complaint resolution department and they basically told me I was out of luck. I have both receipts to prove that I did my part. I either want them to buy the phone back or unlock it as it belongs to me and I don't owe them any money.
Business Response
Date: 09/29/2022
September 29, 2022

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

Re: Complaint Number: 18130572
Customers Name: *****************************

Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of ********************** correspondence. In which he states that he wants the device to be unlocked, or he wants *** Cellular to buy the phone back.

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

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

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ************** | **************** Support Team | ************
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Initial Complaint
Date:09/26/2022
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 purchased two new phones from the US Cellular store in ************, ** in February of 2022. These were purchased during a promotion where all iPhone 13 Pro and Pro *** were "free" with a 2-year agreement. It was explained that the payment would show on the bill, but there would be a credit to offset the payments on both phones. However, there have only been credits for the iPhone 13 Pro. They have not been giving the credit for the iPhone 13 Pro ***. I have called about six times on calls lasting 30 - 45 minutes each, trying to resolve this. Every time they tell me it is resolved and I should see the credits begin on the next bill. They are still failing to apply the credits for the iPhone 13 Pro *** phone line ending in ****. I am beyond frustrated with this inexcusable situation and waste of my time! Please help them understand that they need to keep their end of the agreement. Otherwise, I wish to be released from the agreement, so I can go to a professionally operated cellular service company that can follow through with their contracts.
Business Response
Date: 09/29/2022
September 29, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18130279

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. Mr. ******** complaint states he has not been provided the Promotional Credit for his line ending ****. I am happy to review this issue for our customer.

In review of the account, I see ****************** has called in repeatedly to have this issue resolved. Though the representatives followed procedure, we definitely dropped the ball on follow through.

The issue is showing resolved moving forward as of September 19, 2022. The customer will see the correct credits as of his November bill at the latest. Once the correction was made, it can take up to two cycles to catch up. The line should have received a credit of $33.30 monthly. The account reflects on August 1, 2022, we provided credits for 3 months (February, March, April) totaling $99.90. However, this still shows missing credits for *** through September, and possibly October. I have placed a credit on the account for these 6 months for $199.80. The account may reflect duplicate credits for September and/or October on upcoming bills. Any additional credits, of course, will not be removed, and hopefully help with our delay in the resolution.

Again, I truly apologize for the delay and inconvenience this has caused ******************. I want to thank him for giving me the opportunity to review this issue. I hope he finds this resolution acceptable. 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,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 09/30/2022

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:09/26/2022
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.
I was told by US Cellular that I needed to upgrade to a "5G" phone, so I did. The phone cost $450+. The next day I contacted USC and told them the phone did not work in my home (weak signal from tower). My 3G phone worked OK, but they refused to reactivate it. I continued to complain, but no solution was offered, I finally was told it may improve "by the end of the year". I'm a 74 year old Disabled ******** Veteran, and I live alone, so a functioning phone is very important, so I switched service providers. I TOLD them I would have to switch, but no resolution was offered. Now they want me to pay for a phone I cannot use, they refuse to allow me to return it, even though I began reporting the problem the day after I received it. I'm on a fixed income, and $450 right now is a real burden. Please help me if possible. Thank You, *********************
Business Response
Date: 09/29/2022
September 29, 2022

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

Re: Complaint Number: 18126731
Customers Name: *****************************
**** Cellular Account Number: *********

Thank you for contacting UScellular regarding the above account. **************** has registered a complaint stating he has had continuous service issues since purchasing a 5G device, as a resolution would like a billing adjustment.
I do understand the importance of having a dependable phone and apologize for the inconvenience **************** has encountered as well as the frustration of not being allowed to return a device outside of our 15-Day Excellence Guarantee. I will be happy to review the account.

In review of the account, I do see that **************** purchased his 5G device on 7/19/2022. **************** called into **************** on 7/28/2022 about service issues, we provided technical support assistance in hoping that would resolve the service issues that **************** mentioned. We did not receive any additional communication from **************** until 8/6/2022, past our 15-day return period. **************** mentioned that we would not reactivate his 3G device, if we reactivated his 3G device, we could not guarantee him service as the 3G network is shutting down across all carriers.

**************** contacted us again to discuss service issues and cancelling his service, at that time we offered to take half off the device balance. **************** accepted the offer of half off the remaining balance of the device, that credit has been applied and will appear on Mr. ******* Final bill.

I want to thank **************** for his services, and the opportunity to review the above listed complaint. I hope he finds this resolution acceptable.If **************** has any additional questions or concerns, he can call out **************** Department at the number listed below, which is available to assist daily from 7AM- 10PM CST. Thank you and have a pleasant day!

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ************** | **************** Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 09/29/2022

Complaint: 18126731

I am rejecting this response because: As indicated in my attachment, I contacted the *** store immediately by phone and later by 2 visits with my problem. At no time was a solution offered to include returning the phone. ALL well within the 15 day limit.

Sincerely,

*********************
Initial Complaint
Date:09/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
in december of 2021 i went into a us cellular store to get a new android phone as the one i had was older and didn't support the security cameras i had. when i went in, the salesman convinced me i would be better off upgrading from my current plan, which included 2 cell phones and one home phone, with a $10 employee discount, for just over $90 a month. the plan had a 10g limit on data a month which my husband and i never came close to reaching. however, i was told that i would get unlimited faster internet and with the deal going on at that time, my husband and i could both get new phones, keep our old phones as new lines, and have our home phone and our bill would hardly increase. i was told even with the monthly cost of our phones, our bill would only go up to around $150 a month, and after 5 months, we could drop the extra two lines to decrease our bill. fast forward six months and my bill went from $150 to over $230. when i called to question and complain, i was told that the first five months had two $40 credits that dropped off and there were still credits on there. the $40 credits were apparently the $200 discount i was given on each of the new phones, which i didn't realize. eventually my bill will be $300 a month. i asked to go back to my original plan and was told it was retired and i couldn't go back, that i was put on this new "better" plan to retain my $10 employee discount. i argued that there was no way i'd have agreed to getting a plan for 3 times the charge of my original plan to retain a $10 discount. both both phone representatives that i talked to said that when i put it like that, it made a lot of sense, but they still couldn't give me my old plan back. the best they could do was give me a $15 discount. i was scammed out of a good plan that worked for me so that us cellular could charge me three times the amount i was paying. i'll also add that being over 55, i feel i was an easy senior target for this company.
Business Response
Date: 09/29/2022
September 29, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611
Re: Complaint Number: 18123051

Customer's Name: ***************************

Good Afternoon,
Thank you for contacting US cellular regarding the above account. ****************** has registered a complaint stating her bill is higher than she was told it would be. I do apologize for the inconvenience **************** has encountered and the frustration of not being on the retired plan that worked well for her account for so long, I am happy to review the account.

In review of this account, it is true that ****************** previous 10GB plan is no longer available.I do see the upgrades that took place December 2021. At the time that ****************** upgraded her devices we offered her two different promotions. We offered $600 off select ******* devices, that promotion has plan requirements. The plan requirement was the Unlimited Evolved plan with a choice of two different levels, the Even Better level of that plan offers the best bundle of services and allows us to apply a discount for ****************** place of employment. Choosing the plan level below Everyday would be a monthly decrease of $10, including the removal of the Partner Employee discount, that is an option and ****************** would continue to receive the $600 off both ******* Devices.

The second promotion that was offered to ****************** was Bring your own Smartphone, get $200 off.That promotion offered a $40 bill credit for 5 months. Now that the 5 months have passed, the credit of $200 has been fulfilled and the 2 additional lines can be removed if service is no longer wanted on the extra 2 lines, otherwise the cost of service remains, causing the bill to be higher than desired.

If **************** would like to remove the additional lines, she can call our *************************** and ask for Retention. The retention department can assist with cancelling those 2 lines at the end of ****************** billing cycle. If ****************** was to cancel the additional lines on the account, lower her plan to the Everydaycontinue with auto pay & paperless billing her monthly bill including the promotions on her new ******* devices would be approximately ****** before taxes and federal fees. Please keep in mind that the amount provided includes 2 cellphones, an insurance plan on both devices, and a home phone service plan.

I hope that this explanation provides clarity on the charges for ****************** account. If ****************** would like to make any of the recommended changes to her account, we ask that she call our *************************** at ************ from 8AM-10PM CST.

Thank you, have a pleasant day!

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
   | ************** | **************** Support Team | ************
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Customer Answer
Date: 09/30/2022

Complaint: 18123051

I am rejecting this response because:
When i walked into the us cellular store on that day in December of 2021, all I was interested in was getting new phones for myself and my husband. Phones that i thought were supposed to cost just over $800 apiece, and i was going to get a $200 discount on each making them just over $600 each. What I'm now hearing is that these phones were over $1400 each and I received a $600 conditional discount plus $200 off? I was not told I received a $600 discount and that there are conditions associated with that discount, as is implied in the response of - that is an option and ****************** would continue to receive the $600 off both ******* Devices. At what point does the $600 discount not apply? How long am I forced to stay with us cellular to retain that discount? Not informing a customer of a contractual obligation associated with a discount is rather fraudulent, especially when the customer isn't even informed that the conditional discount is given.
Then i was told that my employee discount no longer applied to the plan I was currently on but that I could upgrade to a "better" plan for not much more than I was currently paying and it would allow me to keep my discount. If you check, historically, my husband and I rarely, if ever, reached 2gb of service, much less the 10gb that was on that plan (for around $90 per month) so there was no reason for us to "upgrade" to the "better" plan other than a smooth talking salesman. As I have stated, had I been told that switching to this better plan was going to cost three times more than my current plan but it would save my $10 a month discount, I definitely would not have been swayed to switch. What I was told was that for just a little more each month than I was currently paying, I could have a "better" plan and still keep my discount. I was told the price would be around $150 each month for four cell phones and a home phone. I figured that us cellular was trying to stay competitive with the newer cell phone companies that are now around, such as Consumer Cellular and Total Wireless. My sister has one of these companies and pays $110 for four lines each month which is why I assumed maybe us cellular was lowering prices to compete.
I was not told that the price of just over $150 a month would be a temporary reduction to the real price, loaded with credits for the first five months, to make it appear as though it were a better value. I was also not told that I was ultimately still paying $800 for these phones and these credits would be applied for a few months to bring the cost down and make my bill appear lower. What I was told was that the price would be $150 a month and these phones would each cost $600. I was not told that my plan at that time was retired and if I switched I would not be able to go back, I was told that the plan was no longer applicable to my employer discount.
I believe what I was presented with was fraud / misrepresentation and is illegal. I walked into a store to buy phones and was convinced that i could get an upgraded/better plan for one price when, in reality, credits were applied to my bill to make it appear that way for a few months. I was never told the actual/real price of the newer plan. I don't know if it is because I am older and therefore an easy target, or if us cellular is ok with its sales personnel scamming all of its customers. What I do know is that I was told a price for a plan and I believe that I should get that price ($150 for four cell and one home), not for a discounted period, but until I switch plans. Or I should be able to go back to the plan I had ($90 for two cell and one home) when I walked in the door of that store in December. And I should not be held to some contractual obligation for a phone discount that I didn't even know I was getting. These phones should have a cost to me of $600 as I was told with no condition or obligation attached.
Sincerely,

***************************
Business Response
Date: 10/04/2022
Thank you for taking time to contact us again. I do apologize for the inconvenience *************** has encountered and the frustration of not being on the retired plan that worked well for her account for so long.

In review of this account, it is true that ****************** previous 10GB plan is no longer available. I do see the upgrades that took place December 2021. At the time that ****************** upgraded her devices we offered her two different promotions. We offered $600 off select ******* devices, that promotion has plan requirements. The plan requirement was the Unlimited Evolved plan with a choice of two different levels, the Even Better level of that plan offers the best bundle of services and allows us to apply a discount for ***************** place of employment. Choosing the plan level below Everyday would be a monthly decrease of $10, including the removal of the Partner Employee discount, that is an option and ****************** would continue to receive the $600 off both ******* Devices. Promotional offers may have certain requirements to qualify for to get the promotion.
The second promotion that was offered to ****************** was Bring your own Smartphone, get $200 off. That promotion offered a $40 bill credit for 5 months. Now that the 5 months have passed, the credit of $200 has been fulfilled and the 2 additional lines can be removed if service is no longer wanted on the extra 2 lines, otherwise the cost of service remains, causing the bill to be higher than desired.
If **************** would like to remove the additional lines, she can call our *************************** and ask for Retention. The retention department can assist with cancelling those 2 lines at the end of ****************** billing cycle. If ****************** was to cancel the additional lines on the account, lower her plan to the Everyday continue with auto pay & paperless billing her monthly bill including the promotions on her new ******* devices would be approximately ****** before taxes and federal fees. Please keep in mind that the amount provided includes 2 cellphones, an insurance plan on both devices, and a home phone service plan.
I want to thank you for being a valued member of our U.S.Cellular family. We are always here to help so if there is ever anything we can do for you, please do not hesitate to contact us. We are just a phone call or email away. I hope you have a wonderful day!
Customer Answer
Date: 10/04/2022

Complaint: 18123051

I am rejecting this response because:
the response to my rejection of the first message was basically the same message i received in response to my complaint.
obviously us cellular does not care that their sales people lie to their customers and s**** them over. i was not told of any obligation in buying these phones, i was tricked out of the 10g plan that worked perfectly for myself and my husband. us cellular likes to say they value their customers, they don't. they have no issue tricking people into high bills they can't or don't want to pay.
When i walked into the us cellular store on that day in December of 2021, all I was interested in was getting new phones for myself and my husband. Phones that i thought were supposed to cost just over $800 apiece, and i was going to get a $200 discount on each making them just over $600 each. What I'm now hearing is that these phones were over $1400 each and I received a $600 conditional discount plus $200 off? I was not told I received a $600 discount and that there are conditions associated with that discount, as is implied in the response of - that is an option and ****************** would continue to receive the $600 off both ******* Devices. At what point does the $600 discount not apply? How long am I forced to stay with us cellular to retain that discount? Not informing a customer of a contractual obligation associated with a discount is rather fraudulent, especially when the customer isn't even informed that the conditional discount is given.
Then i was told that my employee discount no longer applied to the plan I was currently on but that I could upgrade to a "better" plan for not much more than I was currently paying and it would allow me to keep my discount. If you check, historically, my husband and I rarely, if ever, reached 2gb of service, much less the 10gb that was on that plan (for around $90 per month) so there was no reason for us to "upgrade" to the "better" plan other than a smooth talking salesman. As I have stated, had I been told that switching to this better plan was going to cost three times more than my current plan but it would save my $10 a month discount, I definitely would not have been swayed to switch. What I was told was that for just a little more each month than I was currently paying, I could have a "better" plan and still keep my discount. I was told the price would be around $150 each month for four cell phones and a home phone. I figured that us cellular was trying to stay competitive with the newer cell phone companies that are now around, such as Consumer Cellular and Total Wireless. My sister has one of these companies and pays $110 for four lines each month which is why I assumed maybe us cellular was lowering prices to compete.
I was not told that the price of just over $150 a month would be a temporary reduction to the real price, loaded with credits for the first five months, to make it appear as though it were a better value. I was also not told that I was ultimately still paying $800 for these phones and these credits would be applied for a few months to bring the cost down and make my bill appear lower. What I was told was that the price would be $150 a month and these phones would each cost $600. I was not told that my plan at that time was retired and if I switched I would not be able to go back, I was told that the plan was no longer applicable to my employer discount.
I believe what I was presented with was fraud / misrepresentation and is illegal. I walked into a store to buy phones and was convinced that i could get an upgraded/better plan for one price when, in reality, credits were applied to my bill to make it appear that way for a few months. I was never told the actual/real price of the newer plan. I don't know if it is because I am older and therefore an easy target, or if us cellular is ok with its sales personnel scamming all of its customers. What I do know is that I was told a price for a plan and I believe that I should get that price ($150 for four cell and one home), not for a discounted period, but until I switch plans. Or I should be able to go back to the plan I had ($90 for two cell and one home) when I walked in the door of that store in December. And I should not be held to some contractual obligation for a phone discount that I didn't even know I was getting. These phones should have a cost to me of $600 as I was told with no condition or obligation attached.
Sincerely,

***************************
Initial Complaint
Date:09/23/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We just moved to ************ **. We went to the store in ************ and the gal wasn't very interested in helping. We were just needing our router tethered to a location which required a new *** card exchange. She put the wrong size *** card in first and used a box cutter blade to try to pry it out. She got another employee to get it out and then when she got the right size in he asked if they needed to test it, which I know is their policy because the gentleman in ** who got ** setup said was their policy, and the gal just said, "No they can do that home." When did plug it up the router did not recognize the *** card. I went back today and the guy who was truly helpful did all the trouble shooting he could. He advised that I go to the corporate store in *********** or call the tech support. Since the corporate store was closed I called tech support and was told to go back to the store. We are planning on doing that tomorrow but it is pretty clear that to fix it I have to pay for someone else's mistake.
Business Response
Date: 09/29/2022
September 29, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18118285

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

Good Afternoon,
Thank you for contacting UScellularregarding the above account. Mr. ******* complaint states he took his router into one of our agent locations, and it was damaged by the representative.

First, I would like to apologize for the lack of professionalism in the way Mr. ******* issue was handled. Second, I will provide feedback to store management on the issue. I am glad to review the issue for our customer.

In review of Mr. ******* account,I see the equipment was purchased with a Promotion. This provides the equipment at no charge as $3.00 charge is offset by a $3.00 credit. *********** plan has a monthly charge for unlimited data of $70.00 per month with a corresponding credit of $35.00 and an Auto pay feature credit of $10.00 monthly. This brings the monthly charge for the Home Internet to $25.00 plus applicable taxes and fees. The account shows no usage from September 22 September 27, which would allow for a credit for charges for those 6 days of $5.00.

The account reflects that we provided **************** with replacement equipment on September 28, 2022. We also see the line is back to normal usage. Due to the above, and the inconvenience this issue caused, I am providing a credit of $25.00.

I want to thank **************** for giving me the opportunity to review this issue. I hope he finds this resolution acceptable. 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,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 09/29/2022

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:09/22/2022
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 signed up for prepaid cellular service and canceled service 9/12/2022 and now they want to still charge me.They started charging me $90 for my service and started charging another $121.60 a month extra.There is no way I owe any more Please let them know they cannot collect any more and I feel that $90 for service on two phones is all I should have been charged and the rest should be refunded Service not worth $221.60 a month Falsely advertised
Business Response
Date: 09/29/2022
September 29,2022

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

Re: Complaint Number: 18063779
Customers Name: *************************
UScellular Account Number: *********

Thank you for contacting UScellular in reference to the above account. ********************, states that he signed up for prepaid cellular service and canceled service 9/12/2022 and now they want to still charge me. They started charging me $90 for my service and started charging another $121.60 a month extra. There is no way I owe any more Please let them know they cannot collect anymore and I feel that $90 for service on two phones is all I should have been charged and the rest should be refunded Service not worth $221.60 a month Falsely advertised

I understand the importance of Mr. ********* request and wanting to make sure the final bill is correct. I reviewed the final bill, and the charge is correct. Mr. ************************* printed on August 18th for service from August 18th-September 12th when service was cancelled. During that time **** minutes and164.968MB of data was used between August 18th and September 12th.

After full review, it does show that the final bill is correct. It covers the cost of the final usage on the account.
Should ******************** have additional questions, he may contact our *************************** at *************.

Sincerely,
April. S
Customer Service Support Team
**********************
********
Customer Answer
Date: 09/29/2022

Complaint: 18063779

I am rejecting this response because:
The problem is I signed up for prepaid unlimited service and the phone service was switched without my consent to limited service where as the company switched to the higher fees. According to my contract I should be refunded the extra charges not approved by me . I only agreed to prepaid unlimited at the $90monthly fee for two lines of service and never agreed to be switched from that against to from my original sign up contract.
Sincerely,

*************************
Business Response
Date: 10/04/2022
October 4, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18063779

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. Mr. ********* complaint states the issue is with an incorrect price plan on his account without his permission. I do apologize for the inconvenience which resulted in a rebuttal complaint. I will be happy to review this issue for him.

In review I see that ******************** signed up for service with ** in December of 2021. He was given a ***** credit for 2 lines for 5 months as part of a promotion for bringing your own device.After the ***** in credits each month, Mr. ********* bill was approximately ***** per month. The plan never changed, the promotional period ended. The plan was started and cancelled under Unlimited Evolved-Postpaid consumer for the entire life of the account. No changes were made to the plan or account.

We do regret any confusion ******************* may have had about his account type or plan. It was listed each month on his statement we sent to the billing address on file. The statement lists the billing periods, which would have alerted ******************** that his plan was not prepaid.

I want to thank ******************** for giving me the opportunity to review this issue. I hope he finds this resolution acceptable.If ******************** has any further concerns, he 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,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 10/04/2022

Complaint: 18063779

I am rejecting this response because:

Sincerely,

*************************
I tried to address this over charge with your local office and got no where
I-was charged $45.80 x 2 each month plus a fee of $125.17 varying extra charges
thats $91.60 plus $125.17 = $216.78 total that figures out to be$108.39
per phone per month
how do you justify that amount?
thank you, *************************
Initial Complaint
Date:09/22/2022
Type:Delivery 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 September 5 I ordered a smart watch from us cellular website and never received my order. On September 10th my cell phone was damaged but I had insurance and the insurance company shipped me another one. I received my replacement phone on September 12 and tried to activate my phone. However, us cellular was unable to activate my phone because the (completely unrelated) smart watch order is stuck in their system. It is now September 22, I have not had phone service since September 10. Us cellular tells me every day my ticket has been "escalated" and will be answered in 24 hours and 24 hours later I call back to find out the ticket still hasn't been answered, over and over again. At the end of the month they will charge me for service I never received. They refuse to wave my early cancelation fees ($365) so that I can switch to a company that can provide me with service (this is my desired outcome). I have kids in school and if there's an emergency, there's no way to get ahold of me. We are missing doctors appointments because of this as well. And every time I ask the company for a resolution, I'm told everyday to just continue waiting. To date, I have no smart watch and no phone service, going on 2 weeks. All that needs to happen is that they cancel the smart watch order thats been stuck since September 5 and they cant manage to do that. Please help. My family needs a phone.
Business Response
Date: 09/26/2022
Tell us why here...September 26,2022

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

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

Thank you for contacting UScellular in reference to the above customer. We are in receipt of ****************** correspondence. ****************** explains she had a phone replacement and due to an order for a watch on the account it delayed the activation of her phone. ****************** is asking that we waive the $365.00 so she can cancel service. I understand the importance of ****************** concern and I will review the account.

We have reviewed ****************** concerns. It is great to see that the phone is now activated. I will not be able to waive the $365.00 for ****************** to cancel. I will be able to offer a credit of $25.00 towards the account to cover the time that the phone was not active.

I can understand the frustration of not receiving service when it was expected. We really would like to ****************** resolve this matter. If ****************** will accept the credit, I ask that she call **************** and it will be applied.

Should ****************** have any immediate questions, she may call **************** at ************

Sincerely,
April S
**************** Support Team
**************************
12803736

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