Business Profile

Wireless

UScellular

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wireless.

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.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/17/2022
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 recently filed complaint #s ******** and *******. In both of those filings, US Cellular assured me the problem would be addressed. It has not been. When I call the business to check on the status of their progress, representatives tell me they don't know of any changes to the network. They tell me if I were to lift the suspension to check on service myself, I would begin incurring suspension fees to resuspend the line, even if any upgrades have not been made or do not work. We have not had home phone service since approximately May 4, 2022. US Cellular told me they could provide quality service and they have not. We have school age children who are old enough to stay home alone. They need to have access to a telephone in the event of an emergency. Additionally, we have had this telephone number ************ for over 14 years through a competitor. The competitor no longer provides landlines or this type of home phone service. This number is printed on business cards and clothing. It serves as an alternative means of contact for my customers. We cannot simply get a new number without incurring a great many fees to reprint business materials. There is no way to gauge how much income I've lost due to this service being suspended. A contract was proffered by US Cellular and signed by me when this telephone number was ported into US Cellular's network. Because they have not provided a reliable network, they are in breach of contract. I have tried to deal with representatives at the local level and at the corporate level to no avail. If US Cellular does not provide the service that was contracted, my only option is to contact the *** along with a federal attorney to determine my plan of action and estimated amount for damages. At this point in time, I will be satisfied to have reliable home phone service. US Cellular may call me at ************ to discuss this situation and solutions.
Business Response
Date: 09/19/2022
Thank you for taking time to contact us. I sincerely apologize for the issue that you are having with your home phone line. I certainly can understand your frustration. Could you possibly be more specific as to the issue? You could also contact our technical support **** for trouble shooting. We certainly understand the importance of remaining connected to friends and family. Actual coverage may vary from home to home. Service may be interrupted or limited due to weather, terrain, customer equipment, or network limitations. Coverage indoors may also vary. U.S. Cellular does not guarantee coverage. 5G capable device required to experience 5G. Under limited circumstances, the 5G indicator on a device may occasionally be activated even when no 5G signal is being transmitted.
I also wanted to say a special thank you for being part of our U.S. Cellular family. We sincerely appreciate it and look forward to providing you with the best service the wireless industry has to offer for years to come. 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.

I hope you have a wonderful day.
Customer Answer
Date: 09/20/2022

Complaint: 18040841

I am rejecting this response because:
The issue is not fixed. We do not have phone service. They want me to me more specific in the reasons but all they need to do is look in the complaint numbers I listed. We were given an Nseego device after the previous one went out numerous times. US Cellular's technical support team said it will not work until their system is upgraded. I call technical support regularly for updates. Whoever responded to this complaint says US Cellular doesn't guarantee the service will work, but they are sure in a hurry to sell you the device and tell you it will work. We need home phone service. You may call me on my US Cellular mobile phone at ************ to discuss this further.

Sincerely,

*****************************
Business Response
Date: 09/23/2022
Thank you for taking time to contact us. I sincerely apologize for the issue that you are having with your home phone line. I certainly can understand your frustration. We certainly understand the importance of remaining connected to friends and family. Unfortunately, we do not have a timeframe on when upgrades to the network will be completed. If the device is not working, there is a 1 year manufacturer warranty. Any warranty replacement would be handled directly from the manufacturer. Actual coverage may vary from home to home. Service may be interrupted or limited due to weather, terrain, customer equipment, or network limitations. Coverage indoors may also vary. U.S. Cellular does not guarantee coverage.
I also wanted to say a special thank you for being part of our U.S. Cellular family. We sincerely appreciate it and look forward to providing you with the best service the wireless industry has to offer for years to come. 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.
I hope you have a wonderful day.
Customer Answer
Date: 09/26/2022

Complaint: 18040841

I am rejecting this response because: This response doesn't do anything to solve the problem. The device works. The service is what does not. The latest device was sent to me from ******* in **************** from the *******, ******** corporate office. The store that soldme the original device DID in fact guarantee service. Now you only want to say sorry and too bad. I am contacting the *** today. What you have done here and are continuing to do is fraudulent.

Sincerely,

*****************************
Initial Complaint
Date:09/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About 1 week after paying our bill we went in to be sure that we did not have to do anything to disconnect on our end as we were switching services to try something new on July 28th 2022. The In store associate at **************** location told ** that as soon as we switch carriers it would end the service with us cellular and we would get a partial refund for unused service time. Well come September 15th we got an email that we have a full monthly bill of $122 due by September 14th. Billing date was for August 20th. End of cycle being august 19th I believe. So we were confused why we have to pay in full even though we did not have service at all for the month of august and we were previously told otherwise by our local us cellular. Our same numbers were being used with a whole different service at this time. We called the local store again today on September 15th and the guy said our account was showing up as disconnected and he can not pull up our bill. Instead he gave us a number to call to see if they could deal with our billing issue. We then called the number shortly after and the lady we spoke to told us we did have to pay the full month even if we only used partial of it (about a week of the billing cycle was used) and that the previous associate we talked to at the store was wrong. She said they do not give partial for unused services anymore. We asked if there was any way she could adjust it as we were told wrong information by their company but she said no. It is just disappointing that employees are not trained on their own policys. We could have just waited to switch services at the end of the month instead of taking an employees word on the policy. Now we have double the cell phone bill this month with two different services.
Business Response
Date: 09/16/2022
September 16, 2022

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

Re: Complaint Number: 18033484
Customers Name: ***********************
****Cellular Account Number: *********

Thank you for contacting ****Cellular about the above account. We have received ****************** complaint regarding being billed for the last month of service, but ****************** says he only had service for a few days in the month.

I understand the importance of only billed for service used. My name is *****, and I will review the account.

After review of the account,I see that the bill printed on July 20th and the customer did not cancel until July 29th. ****************** used 38 text messages, 3.04GB of data, and 189 minutes during that time. The final bill is correct because the service was used before it was cancelled.

UScellular does not prorate for monthly service when cancelled because the customer has the option to use service until the end of the month. Should ****************** have additional questions, he may contact our *************************** at *************.

Sincerely,
April S
Customer Service Support Team
**********************
********
Customer Answer
Date: 09/19/2022

Complaint: 18033484

I am rejecting this response because we were told otherwise by an employee at the UsCellular **************** location. If employees were properly trained on the policy then this should have never been told to us in the first place. We were not told we had the option to wait the whole month. Instead, were told we would only had to pay for the days we actually had service activated and not the whole entire month so we could cancel anytime. We trusted in this company to give us correct directions when trying to cancel.. Most companies honor when a mistake was made from an employee but sounds like US Cellular will not. Thank you for your time.

Sincerely,

****/*******************************
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: 18033484

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

Good afternoon,
Thank you for contacting UScellularregarding the above account. ****************** rebuttal states he does not accept our original response due to a miscommunication with one of our authorized agent locations. I will be happy to review for clarification.

In review of the account, I see ***************** called into our *************************** on July 28, 2022, to request the account number as he was switching carriers. At this time, we advised ****************** he should speak with our ************************ However, ****************** declined to speak to our ************************ If he would have allowed us to connect him, he would have received all the appropriate information on the cancellation and billing process. Stores do not normally provide cancellation information. They will provide information on the affect porting (moving) your lines to another carrier. Basic information is that once your new carrier requests the telephone numbers to be transferred to them, the lines will cease on our system. However, this does not cover the accounts final billing.

As we mentioned in our original response, the customer did use our services during the cycle they have been billed for. I appreciate ****************** position on his final billing, I do wish he had spoken to our *********************** when it was offered. The current amount due does include charges for services used, which have not been paid for. However, as previously stated, we are unable to provide any additional credits. We respectfully request that this complaint be closed.

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

Sincerely,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 09/22/2022

Complaint: 18033484

I am rejecting this response because: Employee at the **************** location should have stated that they can not comment on cancelation processes if this is policy instead of telling us we can cancel anytime and only be changed by time used. This was false on their part. Again, employees are not properly trained. We only called us cellular on July 28th as we were at the ******************** spectrum in the process of switching. ******** told us we had to call US cellular while there as we were required to in order to unlock the phones from their services so spectrum could continue switching our numbers to their service. Of course we were taking up spectrums time so no we could not talk to another department at that time. Which is why we asked this information BEFORE hand at our local US cellular in ****************. There was no reason to talk to another department over the phone as we had no reason to believe an employee gave us wrong information before hand. We took the information he gave us and trusted in it, so there was no need to talk to a cancelation department at the time. We did everything we could to prepare before heading to spectrum but its out of my control when we are told wrong information from an untrained employee from in store.
Sincerely,

****/*******************************
Initial Complaint
Date:09/14/2022
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 called US Cellular somewhere neard the end of August to confirm that my phone was paid off. They told me that yes the payment that was made that day had paid off my phone. Later that day I called US cellular to cancel my account in which they confirmed it would be cancelled. However, now I am being charged for another month in the amount of $99.99 for a phone that I was told is already paid off. All of their messages are recorded and they told me they simply misread the bill wrong. My phone is already traded in to a different company and I have already switched services. Now they want to bill me for another month.
Business Response
Date: 09/15/2022
Tell us why here...September 15, 2022

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

Re: Complaint Number: 18024533
Customers Name: ****
****Cellular Account ************************************************* you for contacting UScellular about the above account. We are in receipt of Mr. ******* complaint stating that he called US Cellular somewhere neard the end of August to confirm that my phone was paid off. They told me that yes the payment that was made that day had paid off my phone. Later that day I called US cellular to cancel my account in which they confirmed it would be cancelled. However, now I am being charged for another month in the amount of $99.99 for a phone that I was told is already paid off.All of their messages are recorded and they told me they simply misread the bill wrong. My phone is already traded in to a different company and I have already switched services. Now they want to bill me for another month.

I understand the importance of making sure your final bill is correct. I will review the account and provide information below. **************** is requesting a refund of the amount.

After review of the BBB complaint, I see that **************** has not provided the correct phone number or account number. I ask that **************** call **************** at the number below. I know this is an issue we can resolve over the phone.

You may reach **************** Department for a full review at *************. Thank you for your patience.

Sincerely,
April S
**************** Support Team
********************** ****************
********
Customer Answer
Date: 09/15/2022

Complaint: 18024533

I am rejecting this response because: I have already tried calling customer service previously and this issue was not resolved.
The number on the account getting charged is ************ which is the line that was cancelled the same day. ************ is the account holder number
Sincerely,

*********************
Business Response
Date: 09/19/2022
September 19, 2022

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

Re: Complaint Number: 18024533
Customers Name: ***************************
****Cellular Account Number: *********

Good Afternoon,

Thank you for contacting UScellular regarding the above account with ********************** rebuttal to our previous response. I am happy to review this issue for our customer. In review of account, I do understand his frustration regarding any billing concerns.

I see that on August 29, 2022, **************** requested cancel of a line on his account. We did tell **************** that his device was paid in full. As a courtesy, we will credit off the last installment of *****, as we lead **************** to believe he would not see another charge for the device. Mr. ******* line will officially be cancelled as of today, September 19, 2022, which is the last day of the current billing cycle. The current cycle started on August 20, 2022. Since the cancel request was after the start of the new billing cycle, **************** would still owe any service charges until the bill cycle end date, September 19, 2022.

I have located the invoice containing the new customer service agreement terms we sent to **************** explaining the change on how we no longer prorate service upon cancel. **************** had 30 days to notify us if he 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.

Sincerely,

****************
**************** Support Team
**********************
Customer Answer
Date: 09/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:09/13/2022
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.
I recently bought a new IPhone 13 in the beginning of July around July 7th I believe, from our local US Cellular branch. As we were checking out the employee was applying something to my phone without asking when I asked she told me it was liquid glass, I then told her I did not want the liquid glass because my skin seems to have a reaction to it, she then told me she can't take it off and wasn't taking it off, she then proceeded to "clean" the screen very hard which left scratches that she said "would go away" I asked if I could have a new phone since I already paid and this one was messed up and she completely ignored me! The scratches never went away which I told them but they want me to pay $100 for another phone to be delivered to be when I already paid for the phone I have and it was scratched up as soon as I left the store!! Im not paying for a new phone!
Business Response
Date: 09/14/2022
September 14, 2022

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

Re: Complaint Number: 18017943
Customers Name: ***************************
****Cellular Account **************************** for contacting ****Cellular about the above account.

We are in receipt of Ms.******** ********* in which she states that one of our retail associates placed a liquid glass screen protector on her new iPhone 13 without her permission and felt ignored when she asked for a new phone, without the liquid glass protector. I do truly apologize for the in-store experience that you received,as we should ask permission before adding products of any kind to a device.

In review of the account, I do not see any form of communication from ****************** about the above listed ********* to give us an opportunity to provide options of exchange during the allotted time frame. Our *************************** and/or U.S. ********************** store, would have offered a 15-Day Excellence Guarantee. The 15-Day Excellence Guarantee allows our customers to exchange or return a device that does not meet expectations,for any reason.

Understanding that the new phone was purchased July 7th, 2022 and is outside of the 15-Day Return window, insurance would be the available option to have the device replaced.

For any additional questions or concerns, ****************** is welcome to 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
U.S **********************
Customer Answer
Date: 09/16/2022

Complaint: 18017943

I am rejecting this response because: I came back within a week and was told that my purchase was permanent and they would not help me any further!! I spoke with insurance and filed a claim they said it does not meet the requirements and I must speak with US Cellular. I am NOT paying for a new phone when the new one I received should not have been sent home with me! Im completely unsatisfied. I have been a customer for a while and thought I would have no problems getting my new iPhone 13 I refuse to pay for another phone this is completely out of line!

Sincerely,

***************************
Business Response
Date: 09/19/2022
September 19, 2022

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

Re:Complaint Number: 18017943
Customers Name: ***************************
**** Cellular Account **************************** for contacting **** Cellular again in reference to the above account. We are in receipt of Ms. ******** rebuttal in which she states she contacted insurance in regards to a replacement device that was damaged because of the application of a liquid screen protector without her permission and that she states that she did come back into the store within a week after the device was purchased on July 7, 2022.
In our original response dated September 14, 2022, we indicated that because this was not address with our 15-Day Excellence Guarantee that her only option for resolution was to file a claim with the device protection company. The customer ********************** that her claim was rejected because it didnt meet the device protection requirements and also states that she did go back into the store to try and complete the 15-day return but the store would not assist her.
Based on the information we have been able to obtain, US Cellular is willing to ***** an exception on our 15-Day Excellence Guarantee as the screen on the device was damaged by the application of the liquid screen protector without the customers permission and was not removed without damaging the screen.

This has been noted on her account and we ask that ***************** contact our *************************** at ************ to begin the return process and get a new phone.
We are very sorry for any inconvenience this may have caused ******************. Any additional questions may be address through our *************************** at ************.

Sincerely,
****************
Customer Service Support Team
U.S. **********************

Customer Answer
Date: 09/23/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I sincerely appreciate the effort in helping me!

Sincerely,

***************************
Initial Complaint
Date:09/12/2022
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.
September 10th, 2022. I I go to the store in *********** called US cellular that's where I'll have my phone service with, to discuss how they misled me with my Wi-Fi that I just got connected from them. I was supposed to be paying only $30 a month because I am a part of the *** program and I get a message from their corporate office saying that since everything is in my mom's name and I was the one that got approved for that program that I cannot receive the discount it will have to pay $70 a month for my service. my mom is on the phone with me and we are trying to get everything switched over into my name and US cellular the workers there tell me that it can only be faxed the paperwork, or we have to be in the same store together well we do not live in the same cities so my mom is on the phone with me and I'm trying to explain to her certain things and she gets upset because they are not taking me seriously and saying that I am not in a contract but I am because I had to sign a bunch of papers and I cannot get out of this contract unless I pay $265, so my mom wants to speak to him and I hand him the phone and the worker that work ***** cellular puts it on speaker so everyone in the store can hear and our business is out there for everyone to hear people start looking at me and it's time goes on people start laughing at me and looking at me because of how embarrassing the conversation is and I'm too embarrassed to say anything because people are laughing at me so meanwhile my information is being shared with everyone in the entire store end up being left that still don't resolve the problem and I'm still M left with this horrible plan because they said it wasn't a contract but it is or I have to pay money to get out of it
Business Response
Date: 09/13/2022
September 13th,2022

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

Re: Complaint Number: 18015271
Customers Name: *********************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of Ms. ****** complaint in which she states that she has been approved for the Affordable Communications Program (***) and is requesting to receive the *** credit for their home internet service, but because the account is listed in her mothers name, the *** credit cannot be applied.

We can understand Ms. ****** frustration with expecting to have this credit applied to her account. We apologize for any frustration or inconvenience that this may have caused **************

After reviewing Ms. ******* account, we show that she did opt-in to the *** benefit program on September 7th,but was advised that only the Account Owner (**) can certify and opt-in for benefits.She spoke with a member of the *** team, who advise that either the ** apply for *** benefits, or she should work with the ** complete a Change of Ownership (***) to her name so Ms. ****** *** benefits could apply.

It was also explained to ************* that a *** cannot be done over the phone, it must be done in-person. ************* did indicate that the ** lives some distance away from her and it was also explained that the ** could go into a local store and complete the *** paperwork and then have it faxed to the store near ************** so she could complete her part of the paperwork.

************** states in her complaint that she was having issues with the store personnel in the ***********,** location and that they did not treat her in a professional manner regarding her request to complete the ***. They also did indicate that if she wished to end her home internet service, it would cost $265 to end the service.

While we will address her concerns with the customer service she received in the ***********, ** store,we can confirm that she would be obligated to pay the remaining balance on the home internet device, per the Retail Installment Contract signed at the time of purchase on August 24, 2022, if she wishes to end the home internet service. Also, unless the current ** wishes to enroll in the *** program, a *** would have to be completed to change the account into her name and use her *** benefits.

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

Sincerely,

Customer Service Support Team
U.S. **********************
Initial Complaint
Date:09/10/2022
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: 09/13/2022
September 13th,2022

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

Re: Complaint Number: 18007272
Customers Name: *****************************
U.S.Cellular Account **************************** for contacting ****Cellular in reference to the above account. We are in receipt of **************** correspondence regarding a promotion for a free phone and activation fees.

We have reviewed **************** concerns. Because we value the security of our customers information, we require that an authorized user submit request with the account number for verification purposes. ************** is not listed as an authorized user on the account.

Please advise ************** to resubmit the complaint with the information requested 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
U.S. **********************
Customer Answer
Date: 09/13/2022

Complaint: 18007272

I am rejecting this response because:
My son will be allowing my permission very shortly. Talk to you soon. I will file another complaint here FCC AND FTC ALSO THANK YOU
Sincerely,

*****************************
Business Response
Date: 09/15/2022
September 15th 2022

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

Re: Complaint Number: 18007272
Customers Name: *****************************
U.S.Cellular Account **************************** for contacting ****Cellular in reference to the above account. We received **************** rebuttal in which she states she will have her son give her permission on the account and she will submit another complaint.

We look forward to address *************** concerns once she is authorized.

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

Sincerely,

**********
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 09/19/2022

Complaint: 18007272

I am rejecting this response because: I HAVE AUTHORIZATION FROM THE ACCOUNT OWNER ******************* ,MY SON, and I have stepped contact with us cellular. The charges for adding a 3rd line, such as ACCOUNT SET UP . THE ACCOUNT IS ALREADY SET UP. The false advertising of FREE ***** AND THEN CHARGE AN INSTALMENT PAYMENT TELLS ME THAT THE ***** WAS NOT FREE THAT I AM ON MONTHLY INSTALLMENTS OF PAYMENT FOR THE FREE *****. And LAST BUT NOT LEAST, I have no signal. I can not make phone calls I can not treibende calls. If US cellular could not provide me a signal bebaust I am not in their service stress, THEN THEY SHOULD NOT HAVE CREATED A CONTRACT WITH ME. Also isnt it a FCC LAW THAT A SERVICE PROVIDER MUST ALSO PROVIDE THE EQUIPMENT NEEDED TO USE THEIR SERVICES, free of charge??? I am an authorized user for this account and this phone nine. I have made numerous attempts to resolve this issue with us cellular. I can provide documented chats as proof. I can also prove that my service is not consistent and I am not receiving the service that was agreed upon when I signed the contract. M

Sincerely,

***************************** FREE ***** IS BEING BILLED PAYMENT INSTRUMENTS MONTHLY SO THATS FALSE ADVERTISEMENT
Initial Complaint
Date:09/09/2022
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.
Company keeps over charging for services and suspending services in which payments were made. Charging price for the same month twice. Adding on additional fees. Charging for services for the price of almost 4 lines and theres only 2 lines on the account. Spoken with management and nothing has resolved!!
Business Response
Date: 09/14/2022
September 14, 2022

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

Re: Complaint Number: 18002605
Customers Name: *********************************

Thank you for contacting U.S.Cellular about the above account. I will be happy to assist ******************.

I see ****************** has concerns about billing. I certainly understand Ms. ******** complaint and willing to review the charges on the account.

I reviewed Ms. ******** account and I can see where they may be some confusion about charges being billed twice. Ms. ***************** is due every 30 days, falling on the 14th or the 15th of each month, the following months bill begins generating on the 20th of every month. The payments that are being made to U.S.Cellular are received later than the due date and less than the total balance due, causing the following bill to reflect a past due balance, hence a Double bill.

The additional fees that ***************** mentioned in the above complaint are a Late fee and Restore from suspension fee. A $5 late fee is billed on the account due to the full balance on the account not being received on time and a balance carrying over to the following bill. ****************** was charged Restore from suspension fees after she made an agreement to pay on a specific date, and that agreement was not fulfilled. We have happily made an exception in the past and applied credits toward the restore from suspension fees and had the opportunity to explain what causes the additional charges to appear on the bill.

U.S. Cellular does offer the option to change the billing due date permanently if there is a preferred date that works better for ******************, we also continue to offer payment arrangements that can be set up both online and by calling into our **************************** to avoid interruption of service and the additional fees. I truly hope you find this information helpful. Should ****************** have additional questions, she may contact our *************************** at *************.

Thank you for choosing U.S.Cellular, Have a great day!

Sincerely,

**************
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:09/09/2022
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.
I am a **************************** I ordered via phone a phone case that I was charged ***** for. When I received the case it was so cheap that I called and said I wanted to return it. They said I could not but for my trouble they would give me ***** credit. I said I appreciated that but wanted a refund on my card and they could have the case back. They refused. After the holiday I have tried again to discuss this and have it resolved. They refuse and say that they will not refund my money. I feel this is wrong and I feel making people pay for things with out the chance to return it is wrong.
Business Response
Date: 09/14/2022
September 14, 2022

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

Re: Complaint Number: 18002603
Customers Name: *************************
****Cellular Account ******************************** for contacting **** Cellular in reference to the above complaint. We are in receipt of ******************* correspondence. ***** feels she was unjustly denied a return on her account for a case that she no longer needed. Also, ***** mentioned she is a 26 year customer with us. She requested a refund for full amount to her credit card, but was only credited ***** to her account instead.

Because we value the security of our customers information,we require the correct account number as listed on the account for verification purposes. This was not provided in ******************* submission.We are in appreciation of the fact that ************************* has been a customer with us for such a long time. To avoid any delay, we were able to speak over the phone to complete verification on the account.

We are pleased that ************************* was able to speak to us over the phone and resolve this issue in a timely fashion. We apologize for any inconvenience we may have caused and look forward to doing business with ************************* for years to come!

Sincerely,

****************
Customer Service Support Team
**************************
Customer Answer
Date: 09/15/2022

Better Business Bureau:

I was called and they apologized noting that my request for a refund and return was with in the 15 days agreement . They will refund my purchase to my credit in 10 days. I would like to click satisfied after I receive my money back .

Sincerely,

*************************
Initial Complaint
Date:09/08/2022
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 WOULD LIKE TO START BY CALLING THIS FALSE ADVERTISEMENT. US CELLULAR HAS BEEN RUNNING AN AD OFFERING "ANY PHONE FOR FREE". I DROVE 30 MILES TO THE US CELLULAR WHERE I PURCHASED MY PHONE, WANTING TO GET THE SAME PHONE I ALREADY HAD. NOW, THE OFFER SAYS "ANY PHONE", WHEN I GET MY TURN TO HAVE SOMEONE HELP ME I AM TOLD THIS OFFER DOES NOT INCLUDE THAT PHONE. I SAID I DON'T UNDERSTAND WHY NOT, I PURCHASED THIS PHONE FROM YOU AT THE THIS STORE...*********, **, YOUR AD SAYS ANY PHONE AND I WANT TO GET THE SAME PHONE I ALREADY HAVE. THE EMPLOYEE SAYS I AM SORRY BUT AGAIN THAT PHONE IS NOT INCLUDED IN THE OFFER NOW IF THERE ISN'T ANYTHING ELSE I CAN DO FOR YOU I AM BUSY AND WOULD LIKE TO HELP SOMEONE ELSE. I WAS SO MAD I WALKED OUT. NOW, I BOUGHT MY PHONE FROM US CELLULAR, THIS AD RUNS A MILLION TIMES A DAY AND I JUST GET SO MAD BECAUSE ALL I WANT TO DO IS GET THE SAME PHONE I BOUGHT FROM THEM USING THE SPECIAL THEY ARE ADVERTISING.
Business Response
Date: 09/09/2022
Response:
Thank you for taking time to contact us. Promotional offers may have certain requirements to qualify for to get the promotion. If all requirements are not met, then you would not qualify for the promotional offer.
I also wanted to say a special thank you for being part of our U.S. Cellular family. We sincerely appreciate it and look forward to providing you with the best service the wireless industry has to offer for years to come. If you should have any further questions you may contact our Telesales team over the phone by dialing 611 from your US Cellular phone or by calling 888-BUY-USCC ************* and we will be happy to help.
Initial Complaint
Date:09/07/2022
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.
After having problems with my service for 2 years and hours and hours on the phone with customer service, I changed companies in July 2022. I spoke to US Cellular and gave them repeated chances to fix my no service problem and no one could. In 2021, after a year of issues, I called again to inform them about changing companies if it wasn't fixed, and was guaranteed it would be fixed and I was offered a $20 a month credit for a year for my hassle. After that year ended, my service was still bad so I switched. I ported my number a week into my billing cycle. I called (July 2022) and was informed that my last bill would show a credit of my prorated month. So, I waitef the month and no credit. So, I called again (Sept 2022) and was told they wouldn't refund because I closed my account. (I had specifically called and asked this question and was reassured my bill would be prorated.) I do not understand how customer service can lie and say one thing, and not be held accountable. US Cellular went from great service and excellent customer service to horrible on both ends.
Business Response
Date: 09/09/2022
September 9th,2022

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

Re: Complaint Number: 17931278
Customers Name: *********************
U.S.Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of ****************** complaint in which she states that she had problems with her service after two years and hours of phone calls to us. **************** states she changed providers due to this issue. **************** states she ported her service to another provider about a week into her billing cycle. **************** states that she was informed that she would receive a prorated bill but never did see a bill with a credit back. **************** states that she called **************** regarding the billing and was told that she would not receive credit back.

We can understand ****************** frustration when not getting the service that she expected to receive. We apologize for any frustration or inconvenience that this may have caused *****************

After reviewing ****************** account, we show that **************** first contacted us on November 14th,2017 to inform us that she had moved. That day, we advised **************** that that area had fair coverage. **************** stated that she was not getting any service inside her home because of the type of material they had used to buy their house. Our Technical team discussed a booster option and offered to provide a booster that is usually $549.00 with a discount to only charge $200.00. We show that **************** accepted that option to assist with better coverage. We show that **************** did not contact us regarding her service until April 2nd,2020. **************** stated that she was having issues connecting to data on two of her lines at that time, so **************** worked with our Technical team and a ticket was submitted. **************** contacted us on April 16th, 2020 regarding the ticket submitted and we advised **************** that it was still being worked on and provided a credit of $50.00 as a courtesy. On May 1st, 2020,the ticket was resolved, and we went over the ticket update with ****************.

On January 7th,2021 **************** contacted us and explained that she was having multiple service issues. We reviewed her location and the location of our towers to **************** and found that the closest tower was south of her. We advised **************** to move the booster to a Southwestern area of the house to try to reach signal.Our teams also provided **************** with a $20.00 monthly credit for twelve months that she accepted. We show that **************** did not contact us again regarding her service until January 7th, 2022. At that time, we offered to connect her to our Technical team, but explained that troubleshooting would be limited due to the findings of the location that **************** had moved to. Our Technical team advised that we were going to be updating some of the nearest towers to her in December 2021 through February 2022, but we could not guarantee anything due to her location. **************** told our Technical team that she is considering switching providers at that time. Our Retention team, then spoke with **************** but explained what we had reviewed and provided already.

On April 28th,2022 **************** contacted us regarding service issues and was connected to our Technical team. Our Technical team explained that, unfortunately, until we were able to build our network closer to her in that area, the coverage would not change. We offered to walk through setting up an option to use Wi-Fi calling to possibly provide a better connection, but **************** was not at home and did not contact us back. On July 8th, 2022 **************** contacted us and requested account information to port her service out. **************** already had a bill on the way from a cycle closed on July 1st, 2022 for $123.37. **************** contacted us on August 11th, 2022 to ask about the billing and we went over that billing as there were no other bills generated. **************** was provided with many notifications via her My Account, bill inserts, and otherwise, starting around September of 2021 that proration was no longer going to apply. This information stated that if a customer closed their account during the bill cycle, that there would be no proration and that the month will charge in full. While we do understand that **************** is requesting a refund of service, unfortunately, this is not something that can be provided. *************** ported her service out on July 8th, 2022 after her cycle started on July 2nd, 2022 and therefore the month in advance that she was billed is accurately owed. We do apologize for the confusion and for the issues with her service. We have provided as much as a courtesy as available to assist, however, the coverage was already lacking in the area when *************** moved and that severely limited our options right away.

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

Sincerely,

**************** Support Team
U.S. **********************
Customer Answer
Date: 09/12/2022

Complaint: 17931278

I am rejecting this response because: US Cellular acts like I never had service once I moved, yet I did after I bought their booster. Once I had trouble again, I tried several times to fix the problem. Why would they tell me in July that my prorated bill would apply and I would get a credit. When that didn't happen, is when I called again. And when and how did they inform me of changes to their policy in Sept? And once again, this was not mentioned when I called twice in July.
Sincerely,
*********************
Business Response
Date: 09/13/2022
September 13, 2022

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

Re: Complaint Number: 17931278
Customers Name: *********************

Good afternoon,

Thank you for contacting UScellular regarding the above account with *********************** rebuttal to our previous response. I am happy to review this issue for our customer.

I am understanding from ****************** response she is wanting to know when and how she was informed of changes to our policy. The following is the notification found on page 5 of 9 of Ms. *********************** dated 08/02/2021.

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 you"ll remain responsible for all fees and charges
through the end of your billing cycle for that month.

I would like to include that when a customer choses paperless billing, it is still their responsibility to review/read their billing information.

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

If **************** has any further concerns, she can call our *************************** at the numbers listed below, which is available to assist daily from 8am to 9pm CST. Thank you and have a pleasant day!
Sincerely,

**************
**************** Support Team
**********************
Customer Answer
Date: 09/14/2022

Complaint: 17931278

I am rejecting this response because: Once again. No one is addressing that their customer service agreed to prorate my bill and said that the new bill credit would arrive in August. I just can't believe a company can say one thing and do another. Plus, I was a customer for 20 plus years. It's not like I didn't give them ample time (almost 2 years of lying....it will be fixed by this date, no this date, it is on my end, No....repeated lies) to fix my problem before I switched.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

UScellular is NOT a BBB Accredited Business.