Complaints

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

close

Find a Location

UScellular has 370 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  UScellular

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

• 

  UScellular

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

• 

  UScellular

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

• 

  UScellular

  233 N Michigan Ave Chicago, IL 60601-5519

• 

  UScellular

  3635 N Halsted St Chicago, IL 60613-4315

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/22/2022

  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.

  Back on June 26 my husband and I went into the store that is located at Manawa ******* husbands screen was cracked and due to the promotion of free upgrades for new and existing customers we took part in it for his line. While there we inquired about which line had the unlimited hotspot pro we were told it was my line and that it cost $36 a month for that, and then at the same time I also decided to upgrade my phone that following Thursday June30, That weekend we made the decision to take ourselves off of our cable plan since for the last two plus years we have successfully use hotspot for me to work from home and streaming purposes with no issue. I again verified my hotspot cost and availability to which it was again confirmed that it was $36 a month for my line. So then we made the decision to cut our cable. Fast forward about 3-4 weeks and now all of a sudden we are having issues with my hotspot. When I called the customer service line, I was informed that unlimited hot spot pro was never a thing as though I was making it up. I went in to speak with someone at the other store in town on Broadway and he informed me that they had moved me out of my old plan so I no longer had the hotspot access like I had prior and that he didn't recommend me going to the other store as he would have informed me of my usage which was 50gb the month prior. and told me that if they moved me out of the old plan then I would lose the hospot access like I have had. I am not happy that there was deceptiveness and would have never agreed to a new phone if that meant moving me out of my old plan as now I am having issues doing work from home. I also don't think it is right that we signed new contracts for the next 3yrs and were charged an activation fee for both lines. That stings considering we agreed to reup and stay with the company and then charged $60 just for being loyal. I am mad about lack of access,deceptivness and fees.

  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: 18060981
  Customers Name: ***************************
  UScellular Account Number: *********
  Account Holder: *************************
  
  Thank you for contacting UScellular in reference to the above account. ***************** states Back on June 26 my husband and I went into the store that is located at Manawa Dr. ** husbands screen was cracked and due to the promotion of free upgrades for new and existing customers we took part in it for his line. While there we inquired about which line had the unlimited hotspot pro we were told it was my line and that it cost $36 a month for that,and then at the same time I also decided to upgrade my phone that following Thursday June30, That weekend we made the decision to take ourselves off of our cable plan since for the last two plus years we have successfully use hotspot for me to work from home and streaming purposes with no issue. I again verified my hotspot cost and availability to which it was again confirmed that it was $36 a month for my line. So then we made the decision to cut our cable. Fast forward about 3-4 weeks and now all of a sudden we are having issues with my hotspot. When I called the customer service line, I was informed that unlimited hot spot pro was never a thing as though I was making it up. I went in to speak with someone at the other store in town on Broadway and he informed me that they had moved me out of my old plan so I no longer had the hotspot access like I had prior and that he didn't recommend me going to the other store as he would have informed me of my usage which was 50gb the month prior. and told me that if they moved me out of the old plan then I would lose the hospot access like I have had. I am not happy that there was deceptiveness and would have never agreed to a new phone if that meant moving me out of my old plan as now I am having issues doing work from home. I also don't think it is right that we signed new contracts for the next 3yrs and were charged an activation fee for both lines. That stings considering, we agreed to reup and stay with the company and then charged $60 just for being loyal. I am mad about lack of access,deceptivness and fees.
  
  
  I understand the importance of Mrs. ******* inquiry and not being able to use the service as they previously had, along with having a Device Activation Fee. I will review the account and provide information below.
  
  In the past customers were able to use the hotspot unlimited with old plans but it was not a part of the plan. If the customer stayed on the plan you were able to use the hotspot service.  When the phone was upgraded it did require that the plan be changed. During the upgrade, a ************************** Agreement was signed, with the new plan listed on the Agreement.
  
  We do appreciate the McLeans being with UScellular as long as they have. I will be able to waive one of the Device Activation Fees as a courtesy, and a apply a $25.00 Goodwill credit to the account to say thank you. If ***************** will accept the offer, she may call **************** at the number below for the credit to be applied.
  
  Should ***************** have additional questions, she may contact our **************** Department at *************.
  
  
  Sincerely,
  April. S
  **************** Support Team
  
  **********************
  ********

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18060981
  
  I am rejecting this response because:
  Two reasons. One an activation fee is $30 not $25 when one says they will waive an activation fee it should be the whole amount not all but $5.  

   

  The second reason, is because your staff that work at the store where we got our new phone upgrades were 100% deceptive in the fact that we were asking about which line had the unlimited hotspot we were informed the line ending in **** which is my line.  On that Sunday(june26) when my husband's phone was upgraded we asked about the unlimited hotspot that my phone had and NEVER once were we informed that if I upgraded my phone that I in fact lose my ability to have the unlimited access.  That following Thursday(6/30) when I upgraded my phone again asked about the unlimited hot spot and was told yep you have it even while my things were being transferred from my old to my new phone.  ********** we asked what is the difference e from old to new we were told $20, specifically asked about hotspot access both times as one I rely on my hotpsot for work from home and two bc we were trying to determine cutting cable.  So beings we were told $20 difference was the only thing different from old to new phones. Now fast forward and its not just that there is a $20 I actually feel it is more than $20 as my bill for this upcoming month is over $300 before we were paying even with paying for both phones we were paying around $220.  We were told the second or third bill we would see a smaller bill due to credits going to our account each month going forward bc of the phone promotion we took place in.  We also don't have the unlimited hotspot we were told that we would continue to have after asking about it multiple times.   I understand people make commission on things but it takes some guts and deceptive people to bold faced lie to customers for their own financial bottom line AND to not expect people to not only be mad but to also make a BAD name for your company!  I was told by the guy at the Broadway location not to go back to the Manawa location as he has dealt with many people lately coming to their location complaining about the other store not giving them the whole story and also if it we would have upgraded there he would have informed me that this new phone would take away your unlimited hotspot and I see that you used 50gb of hotspot last month so I wouldn't advise you do that if that's something you rely on.  It's the SAME company just different locations!!!

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

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 ***************************************************************** 60611
  Re: Complaint Number: 18060981
  Customer's Name: *************************
  ********************** Account Number:   *********
  
  Good afternoon,
  Thank you for contacting UScellularregarding the above account. **************** is rejecting our response due to confusion on the Device Activation Fee credit offer, and she felt the staff at our retail location failed in communicating the affects their request for new phones under the current promotion would have on their hotspot usage.
  
  I will be happy to review the account for our customer. **************** contacted us on June 25, 2022, inquiring about our options for free phones as his was damaged. We provided information on the insurance coverage he carried on the line for a replacement device. On June *******, we see the customer went into our retail location and took advantage of the promotion 2022 $700 Off Smartphones.  As we mentioned in our previous response: When the phone was upgraded it did require that the plan be changed. During the upgrade, a ************************** Agreement was signed, with the new plan listed on the Agreement. In response to the industry standard Device Activation Fees, we also offered: to waive one of the Device Activation Fees as a courtesy, and a apply a $25.00 Goodwill credit to the account to say thank you.
  
  The customer was not required to change their plan, and it was not done without their knowledge.  They requested to take advantage of the Promotional Offer on the devices. The plan change was a requirement, and they signed the paperwork in agreement. In review of the customers data usage since before and after the plan change, we see line ending **** has continued to show usage of over 50GB of data monthly, and line ending **** has increased their data usage from around 30GB to 63GB of usage.  A discussion with the ************** Plans could be confused with the term of Data being misconceived as all forms of data.  I do apologize if there was any confusion regarding hotspot usage.
  
  As for the promotional credits, we provide signage and information to customers that the corresponding credit *** take up to 2 billing cycles to reflect on bill, but it will be retroactive to purchase date. As Ms. ******* bill dated 8/4/2022 reflects the updated credits, and each bill since has shown the credits reducing the balance.  I would highly recommend Mr. and **************** review the Retail Installment Documents they signed upon purchase. The customer is not under any commitment with us, other than the agreements to purchase the equipment on time with a promotion and interest free. 
  
  After the above response, we see **************** contacted us for a bill explanation, but did not accept our offer for the Device Activation Fee credit of $30.00 and the additional goodwill credit of $25.00.  If the Mcleans would like,we will still provide the credits offered above.
  
  Our position on this matter;however, remains the same and we respectfully request that this complaint be closed. 
  
  If **************** has any further concerns, she *** call our *************************** at the numbers listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!
  
  Sincerely,
  ****************   Customer Service Support Team   **********************

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18060981
  
  I am rejecting this response because:  While I do accept the $30 and the $25 credit.  And while I do understand there are papers that are signed and explain the plan we were LIED to, bu not one but two different people at the same location on two separate days.  When we specifically ask what the difference is and we are told $20 and we ask over and over again about the unlimited hot spot I had on my line.  There is no confusion we know data was unlimited, but as it was explained to me when I went into the Broadway location the old plan we had had an unlimited had an unlimited hotspot that everyone had been grandfathered into in October 2019.  The Broadway location explained that the other location should NOT have infant continued to tell us that we would still have the unlimited hotspot as that was NOT true and they should have told us that with the switching of the phones not only would it be a $20 difference we would also infection go back to having 15gb of hotspot.  I apologize if this is frustrating for you, but please put yourself in the shoes of your customers even though we have paperwork, we were LIED to by two people on two separate days  that work for your company and I would think that when a person is asking straight forward questions and are told verbally we'd like to think and believe that we are being told the truth.  And that the people that work in the actual store are being honest and truthful.  When people are asking questions we are told the truth and not its only a $20 difference.  I'd like to think that while this may be frustrating for you to deal with, you can't tell me you don't understand our frustrations when we are told half truths.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/21/2022

  Type:Order 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 purchased a **** camera from us cellular, I did so for if I had problems I could deal local as I cant hear on phone After 5 weeks camera quit working, us cellular said I had to deal with ****, so I did so through chat 4 weeks later after being told Id have a new camera within a week Im still waiting , Us cellular says he purchased it here but we dont care, we only want the money for the monthly contract he signed for the camera, they agreed with me in ************* but says you still have to pay you signed contract **** case number ********

  Business Response

  Date: 09/23/2022

  September 23, 2022
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 *************** Suite 2006
  *******, ** 60611
  
  Re: Complaint Number: 18058516
  Customers Name: ***********************
  
  Thank you for contacting U.S Cellular, we are in receipt of the above listed complaint in which **************** states his **** camera quit working after 5 weeks of purchase. . Im happy to review the matter on his behalf and am sorry ****************** experience with the **** camera so far has not been anything less than excellent.
  
  In review of ****************** account, I do see that as of today 9/23/2022 the issue has since been resolved. The **** Camera has been replaced by the manufacturer and activated with service.
  
  I sincerely hope this resolution will satisfy *****************Should **************** have any additional questions or concerns we welcome him to call our *************************** at ************ from 8AM-10PM CST
  
  Sincerely,
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------  
     | ************** | **************** Support Team  | ************
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------
  

• Initial Complaint

  Date:09/20/2022

  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.

  Returned phones within the correct window still being billed for devices

  Business Response

  Date: 09/28/2022

  September 28th,2022
  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 ***************************************************************** 60611
  
  Re: Complaint Number: 18055141
  Customers Name:  ***********************************
  ****Cellular Account Number: *********
  
  Thank you for contacting ****Cellular in reference to the above account. We are in receipt of Ms. ********** rebuttal complaint in which she states she returned her devices within the allotted window of time and has been charged.
  
  We can understand Ms.********** frustration when seeing a bill that she did not expect to get. We apologize for any frustration or confusion that this may have caused **********************
  
  After reviewing Ms. ********** account, we do show that she returned her devices along with the case purchased for those devices. Therefore, a credit has been applied to the account, resulting in a $0.00 balance. A finalized bill will be generated to show the $0.00 total listed now.
  
  Should ********************** have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  Customer Service Support Team
  **** **********************

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had ordered wifi from them and never had any wifi at our house tried and tried to fix it called emailed and everything else they took their equipment back and said they wouldn't charge us now they are charging us

  Business Response

  Date: 09/21/2022

  September 21, 2022
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 *************** Suite 2006
  *******, ** 60611
  
  Re: Complaint Number: 18054151
  Customers Name:  *********************
  **** Cellular Account ************* ******************** for contacting **** Cellular in reference to the above account number. We are in receipt of ************** correspondence.
  
  We have reviewed ************** 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 her submission.
  
  Please advise ************ to resubmit this complaint with the information requested above and we will be happy to address her concern at that time. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.
  
  
  Sincerely,
  **************
  Customer Service Support Team
  **************************
  

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18054151
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an I phone 11 pro *** in end of 2019 early 2020 for $1,300+. My daughter got locked out of her phone in December of 2021. She put the wrong code in so many times and forgot her apple ID. (Impatient child!) The phone permanently locked up and we have to go through Apple Support to get it unlocked. Apple Support would like a copy of the purchase receipt that shows all the matching numbers that I am giving them from the service provider and who I purchased the phone from, which would be US Cellular. When I call US Cellular they keep telling me that for security reasons they can jot send me the receipt with those details. What is the security reason? For people copying phones. Even though the numbers I am giving them from the box that belongs to the phone I purchased match the numbers on their screen. It is now September 20th, 2022!! I have had to continue to pay for service on this phone/line every single month even though the phone is technically not activated. US Cellular **************** has given me 1 $50 credit. Says there is nothing else they can do. I can upgrade that line. Which means another monthly payment for a phone, and that is all they can do for me. How is that making any sense that they cannot send me the receipt with the information to something that I have purchased and they know, on their end, that I have purchased as well? I'm just out the cost of the phone plus the monthly service fee for that phone? I have been a customer with them for over 7 years. I have 5 lines with a bill of over $400/month and that is the best they can do for me?

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 ***************************************************************** 60611
  
  Re: Complaint Number: 18052301
  Customers Name: ***************************
  ****Cellular Account Number: *********
  
  Good Afternoon,
  
  Thank you for contacting ****Cellular in reference to the above account. We are in receipt of Ms. ******* complaint in regards to her iphone 11 Pro *** purchased on 12/30/2019 being locked due to multiple attempts at entering the incorrect password. She has requested receipt for purchase to prove to Apple she is the owner of the device so that they may help her get the device unlocked.
  
   I can imagine how frustrating it would be to own and pay for a device you cannot use. I am happy to review Ms. ******* account to see what we can do to help resolve this issue in a timely fashion.
  
  In review of Ms. ******* account, I do see that we have sent the original proof of purchase to the address on file twice, once on 2/28/22 and once on 5/3/2022. We received another request on 5/25/2022 to have it emailed to Ms. ******* email instead,to which we denied because the requested IMEI/MEID of the device was not matching the original receipt we are in possession of. Upon further research, I was able to find that on 8/25/2021, Ms. ******* device in question was replaced by Assurant, the insurance provider at that time.
  
  We will be happy to send a copy of the original proof of purchase to **************** a third time, whether by mail or email, if requested. In order to get the proof of purchase for the device she owns currently, **************** will need to contact Assurant, the insurance company that provided the replacement on 8/25/2021. Their *************************** phone number is *************. Apple will need for the proof of purchase to have the current IMEI/MEID for the device with the issue, not the original financed one that US Cellular has access to.
  
  Due to the non-use of service, I have applied additional credit to Ms. ******* account for six months of service charges on the unused line. Should **************** have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  ****************
  Customer Service Support Team
  U.S. **********************
  
  
  

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for the new iphone 14 Pro. I signed all the documents and got the order confirmation. I've contacted *** multiple times about it, and today they finally told me the order was never completed. I signed everything I got confirmation, they said it must be a glitch. I've waited all this time for nothing and spent a lot of time on the phone with them trying to sort this out. One rep says the device is back ordered. One says it's not. This is just a mess.

  Business Response

  Date: 09/25/2022

  September 25, 2022
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 ***************************************************************** 60611
  
  Re: Complaint Number: 18051386
  Customers Name: ***********************
  UScellular Account Number: *********
  
  
  Thank you for contacting UScellular about the above account. We have received a complaint from **************** stating that he placed an order for the new iPhone 14 Pro. I signed all the documents and got the order confirmation. I've contacted USC multiple times about it, and today they finally told me the order was never completed. I signed everything I got confirmation, they said it must be a glitch. I've waited all this time for nothing and spent a lot of time on the phone with them trying to sort this out. One rep says the device is back ordered. One says it's not. This is just a mess.
  
  **************** is asking for a $25.00 goodwill courtesy credit due to the time it has taken for him to get his phone.
  I understand the importance of **************** request and receiving his phone in a timely manner.
  
  I reviewed the account and I see that the order was put on hold due to further investigation for fraud on September 11th.The order was for an iPad. **************** did not place an order for the iPhone 14th until September 20th. I dont see any notes stating why **************** has not activated the iPhone.
  
  After review, I do not see where there has been any issue with the order. As a one time courtesy we will offer a credit of $25.00, but we will apply it after the iPhone 14 is active on the account. If its not activated, we will not apply a credit. I hope this will meet Mr. ******* request.
  
  Should **************** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  April S
  Customer Service Support Team
  **********************
  ********

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18051386
  
  I am rejecting this response because: I clearly stated this was for the iPhone 14 Pro order,  or the iPad that has already been activated. Due to the technical issues or glitch with the iPhone 14 Pro order, I had to cancel it and go in store to purchase. The device is active and I am sending this response. Theres always issues placing orders online with you. Since the iPhone *************************************************************** ****, please finalize the credit.
  
  Sincerely,
  
  ***********************

  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:  18051386
  
  Customer's Name:  ***********************
  ********************** Account Number:   *********
  
  Good afternoon,
  Thank you for contacting UScellularregarding the above account. Mr. ******* complaint states the issue is with an order on the line ending 1733.  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 the devices are all currently active on the account. I am happy to honor Mr. ******* request for a credit. Due to the time involved and inconvenience for our customer, I will apply a credit of $50.00 to the account.
  
  We respectfully request that this complaint be closed. 
  
  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 now or in the future, he 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

• Initial Complaint

  Date:09/20/2022

  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.

  US Cellar is running a promotion currently on phones, they are advertising it as " Any phone, any brand for free" to both new and existing customers. When you go into a US Cellular location they tell youthe phones aren't absolutely free, you get so much off the retail price depending on what tier plans you are in. I was told I was in the top tier so I got $900 of the retail price of the phone I chose. I chose a $800 thinking it was gunna be free as it was below my $900 discount. I looked at my bill online after leaving and found that I owe over $600 for the phone. How is it they can advertise free phone on tv and online and I end up still paying a slightly reduced price?

  Business Response

  Date: 09/21/2022

  September 21,2022
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 ***************************************************************** 60611
  
  Re: Complaint Number: 18049458
  Customers Name: *************************
  UScellular Account Number: *********
  
  
  Good afternoon, I am in receipt of the complaint from ******************, and I am happy to assist ****************** in regards to his complaint.  
  
  ****************** states that US Cellar is running a promotion currently on phones, they are advertising it as " Any phone, any brand for free" to both new and existing customers. When you go into a US Cellular location they tell youthe phones aren't absolutely free, you get so much off the retail price depending on what tier plans you are in. I was told I was in the top tier so I got $900 of the retail price of the phone I chose. I chose a $800 thinking it was gunna be free as it was below my $900 discount. I looked at my bill online after leaving and found that I owe over $600 for the phone. How is it they can advertise free phone on tv and online and I end up still paying a slightly reduced price?
  
  I understand the importance of ****************** concern with cost of his phone and the impact it has on his bill. I will review the account and provide information below.
  
  UScellular does offer phones for free with requirements.Depending on the promotion that is available at the time. As an example, we may offer Get any Phone free-up to $1900 off, or $830 off.  Each promotion will have its own specific requirements.
  
  I understand that ****************** accepted an offer of up to $900.00 off with the purchase of an $800.00 phone to make the phone free.  The phone is billed in a monthly installment for 36 months. The $800.00 phone at 36 months is $22.22 a month, and ****************** will receive a Promotional credit for $22.22 a month for 36 months making the phone free.  If the customer cancel service or leave ********************** before the 36 months, then they will be responsible for the remaining cost of phone stated on the Retail Installment Agreement
  
  I hope the information I provided gives ***************** a better understanding of why he was billed for the phone.
  Should ******************  have any additional questions he may call ***************** Our *************************** can be contacted at *************.
  
  
  Sincerely,
  April S  
  Customer Service Support Team
  **********************
  12795877

  Customer Answer

  Date: 09/21/2022

   
  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:09/19/2022

  Type:Order 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.

  They r advertising false advertising about there promotion they have going on where current customers n new customers get all of the phones they have for free n that is not true plus ur bill not go up ********* went to renew our ************* bill went up n I now have to pay 700 dollars through out my 3 yr contract now n extra charges I been with them for 24 ********* not happy I have to pay for a phone when it says u get it free plus u get **** person to pay for ur phone new

  Business Response

  Date: 09/21/2022

  September 21,2022
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 ***************************************************************** 60611
  
  Re: Complaint Number: 18047891
  Customers Name: *********************
  UScellular Account Number: *********
  
  
  Good afternoon, I am in receipt of the complaint from ************** and I am happy to assist ************** in regards to his complaint.  
  
  ************** states we are advertising false advertising about their promotion they have going on where current customers in new customers get all of the phones they have for free and that is not true plus our bill not go up ********* went to renew our contract and my bill went up and I now have to pay 700 dollars throughout my 3 yrs. contract now and extra charges I been with them for 24 yrs and I'm not happy I have to pay for a phone when it says you get it free plus you get **** person to pay for your phone new
  
  I understand the importance of ************** concern with cost of his phone and the impact it has on his bill. I will review the account and provide information below.
  
  After review of the account, the line ending in **** has a Retail Installment (monthly cost of phone) of $33.30 a month for 36 months for a total of $1198.80 or the phone. ************** is receiving a device promotion of $700.00 off which is a credit of $19.44 a month for 36 months. ************* will be paying $498.80 instead of $1198.80.
  
  The line ending in **** has a Retail Instalment of $27.75 a month for 36 months, but they have a promotion for a free device. ************** is going to receive a monthly credit of $27.75 to bring the installment charge down to $0.00.
  
  After full review, I see that ************** is receiving his promotional credit. The bill has not printed yet with the new balance. I ask that ************** call in to **************** for full review of the bill after the bill prints on the 25th of the month.  
  
  
  We are always here to assist our customers with any questions, and we welcome the opportunity to assist ************** if he should have any additional questions. Our **************** Department can be contacted at *************.
  
  
  Sincerely,
  April S  
  **************** Support Team
  **********************
  ********

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18047891
  
  I am rejecting this response because: they should honor what they advertise. you should not get to the place you r renewing it    turn around   and   say oh by the way ur bill will go up n u have to pay for your phone also on the commercial they say ur phone bill   will not change up that's   another lie. i have been with us cellular for 24 yrs and had to be on a contract last time for 3 yrs n had to pay monthly payments on 3 phones i think they should honor what they say or not advertise it at all i am still not satisfied at all they should get in trouble somehow if u want   your   customers to keep coming back then you need to have the customer come first n not lies .i am very unhappy  with all this who knows how many people r get sucked into this false advertising. i still should have to pay for the 700 in payments hopefully something can get resolved also u have to have a hook up fees which is also not right 

   

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

  Business Response

  Date: 09/23/2022

  September 23rd,2022
  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 ***************************************************************** 60611
  
  Re: Complaint Number: 18047891
  Customers Name:  *********************
  ****Cellular Account Number: *********
  
  Thank you for contacting ****Cellular in reference to the above account. We are in receipt of ************** rebuttal in which he states that we should honor what we advertise. ************** states that his bill changed after upgrading and was under the assumption that that would not happen.
  
  We can understand ************** frustration when seeing that his billing is different than what he expected. We apologize for any confusion that this may have caused him.
  
  ************** has been provided with all information based on what we show he agreed to for his retail installment agreements. All of the promotions for the devices a long with any activation fees are discussed when purchasing the devices were also discussed with ************* as we would go over with each customer that is upgrading. As we stated previously, After review of the account, the line ending in **** has a Retail Installment (monthly cost of phone) of $33.30 a month for 36 months for a total of $1198.80 or the phone. ************** is receiving a device promotion of $700.00 off which is a credit of $19.44 a month for 36 months. ************** will be paying $498.80 instead of $1198.80.
  
  The line ending in **** has a Retail Instalment of $27.75 a month for 36 months, but they have a promotion for a free device. ************** is going to receive a monthly credit of $27.75 to bring the installment charge down to $0.00.
  
  After full review, I see that ************** is receiving his promotional credit. The bill has not printed yet with the new balance. I ask that ************** call in to **************** for full review of the bill after the bill prints on the 25th of the month.
  
  Should ************** have additional questions, he may contact our **************** Department at *************.
  
  
  Sincerely,
  
  
  **************** Support Team
  U.S. **********************
  
  

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18047891
  
  I am rejecting this response because: the problem is not getting resolved at all i want the 700 totally wiped out n they need to honor what they advertise n not say its under contract. they say everyone gets a frre phone

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

• Initial Complaint

  Date:09/19/2022

  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.

  On July 10 I purchased a prepaid phone plan during the July promotion which was unlimited talk and text and 15g of data for $30/month for one year. we paid for the plan for that month which was ***** and was told our bill would be due the 10th each month and the bill for August was ***** was paid in person. My husband paid the next bill which was again ***** using our ******************* pay program on line on the September 7th and on the 10th my service was cut off. we checked with us cellular and they said they never got the payment. My husband got the receipt from the bank that shows it was paid. We took the bank documentation to the office in ********** and talked to the sales manager, *****. He said he was going to credit our account for September since we could prove that we paid it. When we asked why our bill was ***** instead of 30/tax he said the person that set up the plan had set it up incorrectly and he adjusted the charges and gave us a credit for the ***** per the billing **** at the main office. He told me that from now on our bill would be 30 plus tax. and he reinstated the phone service. 4 days later my service was disconnected again and when we called they said our bill was due on the 17th each month and the payment of my service that ***** had done was for just a couple of days and we still owed ***** to activate my service for another month. We also asked again about the $30 special and they said that since the special was in July that was over and our monthly bill was *****. As of right now I have no phone service . We have tried called the corporate headquarters and can't make them understand the issue. They just keep telling us to talk to our bank. I feel that we purchased the promotional plan in good faith and since it evidently was an error on their employee's part, we should not be penalized and they should honor what we originally purchased.

  Business Response

  Date: 09/19/2022

  Thank you for reaching out to us.  I sincerely apologize for this issue you are experiencing.  We are unfortunately unable to look up your account information.  If you should have any further questions you may contact our **************** team over the phone by dialing 611 from your US Cellular phone or by calling ************ and we will be happy to help.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18043965
  
  I am rejecting this response because: we have already contacted the business at this number several times and we are told to contact our bank every time.  we have done everything we have been told to do and they won't take the time to understand what we are telling them.  I also talked with the sales manager again today  9/20 and he seemed to understand our problem and that the issue would be resolved by noon and my service would be restored by noon today. As of 7pm is has not been restored with no communication. 
  
  Sincerely,
    
  *********************

  Business Response

  Date: 09/22/2022

  September 22, 2022
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 *************** Suite 2006
  *******, ** 60611
  
  Re: Complaint Number: 18043965
  Customers Name: *********************
  **** Cellular Account ************* ******************** for contacting **** Cellular in reference to ***************** account. We are in receipt of Ms. ****** correspondence. She states she would like to know what happened to her September payment and her promotion.
  
  We have reviewed Ms. ****** 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 Ms.****** ***********
  
  Please advise ********************* to resubmit this complaint with the information requested above and we will be happy to address her concern at that time. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.
  
  Sincerely,
  ****************
  Customer Service Support Team
  **************************
  

  Customer Answer

  Date: 09/22/2022

   
  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.  my phone number is ************
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/19/2022

  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.

  The company offered FREE PHONE with added line or upgrade. First. I have not had solid signal it phone service since I transferred from ********** The retail store says I have to reset it every time which is multiple times a day. Second, the monthly bill was for just the one line was $130, they charged me instaLLpayments for the FREE PHONE, they crammed another $60 of set up fees EVEN THOUGH THIS ACCOUNT ALREADY HAD 2 ACTIVE LINES AND THEY'RE SHOULD NOT HAVE BEEN ANY SET UP FEES. THIRD THEY REFUSE TO ALLOW ME TO SEE MY BILL WITHOUT THE OTHER INDIVIDUALS WHO HAVE THE OTHER 2 LINES. FOURTH THEY INSIST THAT I USE WIFI FOR MY PHONE TO HAVE SERVICE. I PAY FOR A SERVICE I SHOULD BUY HAVE TO LINK UP TO A WIFI SIGNAL IN ORDER TO MAKE A PHONE CALL

  Business Response

  Date: 09/19/2022

  Thank you for reaching out to us.  I sincerely apologize for this issue you are experiencing.  I unfortunately do not see that you are authorized on the account.  To discuss specific account details and information you would need to be authorized on the account from the account holder.
  If you should have any further questions, you may contact our **************** team over the phone by dialing 611 from your US Cellular phone or by calling ************ and we will be happy to help.

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18043808
  
  I am rejecting this response because:

   

   MY SON, *******************, took time out of his work day specifically to go in to the local US CELLULAR retailer to SHOW HIS ID TO AUTHORIZE MY PERMISSION TO ACCESS THIS ACCOUNT. Im documenting this response for my FCC AND FTC COMPLAINTSAGAINST US CELLULAR
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/20/2022

  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  330 ***************************************************************** 60611
  
  Re: Complaint Number: 18043808
  Customers Name:  *****************************
  UScellular Account ****************************** ********************
  
  
  Thank you for contacting UScellular about the above account. We are in receipt of ************** rebuttal complaint in which she states she does not accept our previous response. ************** states My son **** took time off to go to the store to authorize permission to access the account. ************** is documenting this response for her FCC and FTC complaint against UScellular.
  
  I regret to see that we are not able to assist ************** currently. I understand the importance of her sons time. We will be able to assist her without him going to the store. If **** has the time to call **************** at the number below, we will be able to add ************** as an authorized user, so we can provide full assistance.
  
  Should ************** have general questions, she may contact our **************** Department at *************.
  
  
  Sincerely,
  April S
  **************** Support Team
  **********************
  ********