Business Profile

Wireless

UScellular

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date: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.
I have been a customer of ********************** for many years. In February 2021 we sold our house in the country and bought a home in town. After we moved in, we started having issues with reception and getting dropped calls on a regular basis. Having the latest phones at the time, S20, we couldn't understand what was happening. We called several times to complain because even **** calling was not working. After going through resets and other technical issues, US Cellular sent out field technicians to get a reading at our location. After a few days I was contacted and told that there was very poor reception at my location and they were very sorry. They added that they have scheduled updates for my location and if I just wait a few months for the upgrades, everything should be fine. In the meantime I would get a reoccurring credit until it was fixed. So have been dealing with it for over a year. I have made every concessions waiting for the upgrade. In February I even tried to upgrade my phone to a S22. But was getting the same results I made several attempts to atleast get **** calling even contacting ******* and having them work on my phone remotely. The said it was the US Cellular that was causing the problem. Then abruptly the credits from US Cellular stopped. After contacting US Cellular, they told me that it was only good for a year and I would have to start paying the normal amount. Which is $300 a month. Knowing that that was too much for the same reception I asked about getting out to go to a more reliable carrier. I even asked if I could bring my new phone back. Since I still owed on 2 S20s and the S22, I was told they would pay off the S20s if I got another carrier to pay off the S22. I thought ok, not realizing that they would only pay a couple hundred, but I would have to pay much more for the S22. I could not find a carrier to assist me with $900. And now that I have found one, I have to pay first and wait 2 weeks to be repayed. $442
Business Response
Date: 09/11/2022
September 11, 2022

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

Re: Complaint Number: 17930448
Customers Name: ***********************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account.

We are in receipt of Mr. ***** complaint in which he states that hes been a customer of ********************** for many years. In February 2021 we sold our house in the country and bought a home in town. After we moved in, we started having issues with reception and getting dropped calls on a regular basis. Having the latest phones at the time, S20, we couldn't understand what was happening. We called several times to complain because even **** calling was not working.After going through resets and other technical issues, US Cellular sent out field technicians to get a reading at our location. After a few days I was contacted and told that there was very poor reception at my location and they were very sorry. They added that they have scheduled updates for my location and if I just wait a few months for the upgrades, everything should be fine. In the meantime I would get a reoccurring credit until it was fixed. So have been dealing with it for over a year. I have made every concessions waiting for the upgrade. In February I even tried to upgrade my phone to a S22. But was getting the same results I made several attempts to atleast get **** calling even contacting ******* and having them work on my phone remotely. The said it was the US Cellular that was causing the problem. Then abruptly the credits from US Cellular stopped. After contacting US Cellular, they told me that it was only good for a year and I would have to start paying the normal amount. Which is $300 a month. Knowing that that was too much for the same reception I asked about getting out to go to a more reliable carrier. I even asked if I could bring my new phone back. Since I still owed on 2 S20s and the S22, I was told they would pay off the S20s if I got another carrier to pay off the S22. I thought ok, not realizing that they would only pay a couple hundred, but I would have to pay much more for the S22. I could not find a carrier to assist me with $900. And now that I have found one, I have to pay first and wait 2 weeks to be repayed. $442

************ is asking for a billing adjustment.I understand the importance of Mr. ***** request and the importance of his inquiry. I will review the account and provide information below.

After reviewing Mr. ***** account, I see that ************ accepted the offer of a discount for one year with service working the same way. When that offer expired, ************ said he will cancel service. We offered to apply a credit for two phones at $199.95 for two phones at a total of $399.90. ************ accepted the offer for credit towards the phones and a credit for a year. After the credit has been applied and accepted by ************, no further credit is due.

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

Sincerely,
April S
Customer Service Support Team
**********************
********
Customer Answer
Date: 09/14/2022

Complaint: 17930448

I am rejecting this response because:
I am not sure what the representatives have put in their reports, but that's not what I agreed to. I wasn't told the credit was only good for a year until after it had stopped. And, I was told US Cellular was working on the issue. My service hasn't improved and that's what prompted me to discuss the matter with a representative. I have done everything I can do to help on my end but US Cellular seems like they want to sweep it under a rug. I have not received the two credits for phones as they tie it into a third phone. These phones are all locked and they will not unlock them until they are all paid for. This makes them worthless. I once thought U.S.Cellular was a good company, but it seems that they want to use half truthful statements for profit. I have had calls dropped while talking to their own agents and they all agree there is an issue. If I was told that I was had a year to change service, why would I continue to keep service with them, and even try to resolve the issue by getting a new phone. The statements U.S.Cellular is making don't make any sense. Just unlock 2 of the phones so I can go elsewhere and I continue paying on my bill. But I can't afford to pay the outrageous bills that they insist that I pay. My service with them is coming to an end very soon and I just want to move on. My last bill is $415 and that's way too high. I lost service because the bill was $300 and I couldn't afford that. In waiting for a check from another company that tells half truths. We got shut off for 10 hours until I could make that payment. The reinstatement fee apparently is the remainder of the bill. U.S.Cellular is all full of surprises. I have never had my service shut off before and the reason this has become a huge problem is that I am not working due to medical issues and probably won't be able to work again. I am waiting for disability benefits but it takes time. So how much does their profits need to be? They are not going to cheat me out of any more money.

Sincerely,

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

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

Re: Complaint Number: 17930448
Customers Name: ***********************
****Cellular Account Number: *********

Dear ******************** Customer Relations Advocate,

Thank you for contacting UScellular about the above account.

We are in receipt of Mr. ***** rebuttal stating that he is rejecting this response because:

I am not sure what the representatives have put in their reports, but that's not what I agreed to. I wasn't told the credit was only good for a year until after it had stopped. And, I was told US Cellular was working on the issue. My service hasn't improved and that's what prompted me to discuss the matter with a representative. I have done everything I can do to help on my end but US Cellular seems like they want to sweep it under a rug. I have not received the two credits for phones as they tie it into a third phone. These phones are all locked and they will not unlock them until they are all paid for. This makes them worthless. I once thought U.S.Cellular was a good company, but it seems that they want to use half truthful statements for profit. I have had calls dropped while talking to their own agents and they all agree there is an issue. If I was told that I was had a year to change service, why would I continue to keep service with them, and even try to resolve the issue by getting a new phone. The statements U.S.Cellular is making don't make any sense. Just unlock 2 of the phones so I can go elsewhere and I continue paying on my bill. But I can't afford to pay the outrageous bills that they insist that I pay. My service with them is coming to an end very soon and I just want to move on. My last bill is $415 and that's way too high. I lost service because the bill was $300 and I couldn't afford that. In waiting for a check from another company that tells half truths. We got shut off for 10 hours until I could make that payment. The reinstatement fee apparently is the remainder of the bill. U.S.Cellular is all full of surprises. I have never had my service shut off before and the reason this has become a huge problem is that I am not working due to medical issues and probably won't be able to work again. I am waiting for disability benefits but it takes time. So how much does their profits need to be? They are not going to cheat me out of any more money.

I regret to hear that *********** has rejected the previous BBB reply. I understand the importance of Mr. ***** request. I reviewed the account again and as previously stated, we have offered to apply a credit of $199.95 for a total of $399.90. We did make that offer on June 15th. ************ called in and stated that he would cancel the lines ending in ***** **** and ****, we offered to wave two of the phone but, *********** had to port out the numbers first before the credit was applied.

We understand that ************ is having a hard time with service, but ************ has accepted all offers that was made to his account. I ask that ************ call **************** and talk to our cancellation department for a full review and to see if there is any other offers available. **************** Department at *************. *****************

Sincerely,
April S
**************** Support Team
********************** ****************
********
Initial Complaint
Date:09/07/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July we began having issues with calls being drop, phones not registered and the inability to make outgoing calls or be able to pick up on incoming calls. We reached out to US Cellular and they opened a ticket with ******** because it was their tower we are roaming on and we have not received any update. After multiple attempts to find a resolution a tech told us to find another network as 5G was not going to allow us the same service we had experienced previously.We found a service provider but now US Cellular says we have a $275 balance left on a free phone we purchased when we started having issues, thinking it was my husband's old phone. We need them to release it so we can move to the new provider that has coverage in this area. We also requested the August bill me brought to zero as we have had no phone access.Just a couple of other details in regards to this. We have been a 20 and maybe even 30 year customer with ********************** and it was hard to make the decision to switch.My husband has leukemia and was hospitalized for 2 weeks, during that time we struggled to get/receive calls from/to each other of his health team. This was not only an emotional time but the added stress was beyond what we should have experienced. But we tried to stay and work it out with them.We also work rescuing dogs and I transport them from NC to NY and all over NC. The only means that my husband or the rescues have to reach me is through Life 360 or ******** Messenger. There have been several instances late at night when we needed to communicate and cold not. That leads to all of the "what ifs and again more anxiety than we should have to experience. But, we tried to work it out with them.Recently our dog was diagnosed with cancer and we have been trying to communicate about his diagnosis and treatment but have been unable to make/receive calls. Another example of anxiety we should not be working through. But, we were still trying to work it out with them.
Business Response
Date: 09/08/2022
9/8/2022

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

Re: Complaint Number: 17927703
Customers Name: *********************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We have received a complaint stating that due to service issues with our 5G network, we advised that the service would not work, and it would be best to get service with a different provider. Due to the issue, a refund request for the billed charges would need to be credited, along with the remaining retail installment balance

It is never our intent to make matters more difficult for our customers, and we truly appreciate the opportunity to assist with this issue.

We have reviewed ****************** complaint, and we show that a response was left by the *********************** on 9/6/22. The resolution pertaining to crediting the billed charges, along with the retail installment has already been applied, and the account has a $0.00 balance.

Per the Office of the President, the service is to remain active until 9/11/22, and should the service cancel no further than that day, no charges will be assessed going forward. The devices have now been unlocked, so that they can be activated with another provider.

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

Sincerely,

******************
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 09/08/2022

Complaint: 17927703

I am rejecting this response because:
We did not chose to leave the service, service cannot be provided so we are requesting we be reimbursed for the balance of the phone that was free as long as we stayed with US Cellular. We paid the remaining balance so we could pick up another service. Releasing the phone after payment has also taken several calls and days after full payment was made.

Sincerely,

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

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

Re:Complaint Number: 17927703
Customers Name: *********************
**** Cellular Account Number: *********

Thank you for contacting **** Cellular again in reference to the above account. We are in receipt of ****************** rebuttal in which she states she did not choose to leave US Cellular, she did so because she was unable to use the service. She wishes to be reimbursed for a device she ********************** was free if she stayed with US Cellular.
We deeply regret to have lost such a long-standing customer over service issues. We understand **************** had a lot going on at the time our service failed her. It is always important to have service, and she explained to us that she had very important personal matters she could not address in a timely fashion due to the lack of service. We are constantly modernizing our towers as a way to better the service in the future. Unfortunately, in ***************** situation, this was not the case.
**************** is requesting that we reimburse her for the cost of the device she chose to keep and was billed for. We periodically offer promotions on devices that would make them free after an agreed upon period of time. The way the promotion works is that the customer is billed monthly for the device and we apply a credit to offset that charge. On 9/6/2022, **************** spoke with our Office of the President and she was offered to be able to return her device upon cancel and we would waive the remaining balance. **************** advised us that she had paid the device off already and would like to keep the device and that she wished for it to be unlocked so she would be able to use it with her new carrier. We then offered to credit service charges for the month and bring her account to a zero dollar balance. Also, as long as **************** ported out by the end of her cycle, which was 9/11/2022, that we would waive any service charges on her next bill. **************** accepted this offer and kept her device.
As of today, 09/15/2022, the account still has a zero dollar balance. The device has been unlocked. It is owned by **************** and not in our possession.
We are very sorry for any inconvenience this may have caused ****************, as we honored our end of the agreement we spoke with **************** about. Should **************** have additional questions, she may contact our *************************** at *************.

Sincerely,
****************
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 09/23/2022

Complaint: 17927703

I am rejecting this response because:
We needed our phone and it seems that we did not read the fine print. I'll accept those charges and let you keep your funds.
We will accept the fact that we did not read the fine print and let you keep your funds. It's unfortunate after almost 30 years of being a loyal customer that it came to this.
Our bill has always been paid on time and we ended our service as instructed by transferring the numbers prior to 9/11.
However, we now have a $75 fee while promised it would be at zero. Please check and make sure there us not bill remaining.

Sincerely,

*********************
Initial Complaint
Date:09/06/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
HI ON 3-3-22 ******* GUY SOLD ME AN STRAIGHT TALK PHONE FOR $250 I ASSUME WAS NEW. I FOUND OUT A MONTH LATER IT WAS USED WHEN MY BROTHER SAID HE KEPT SEEING AN ******* NAME POPING UP WHEN I TRY TO CALL ON HIS CALL LOG(I HAVE NOT CHANGE YET. THEN AFTER UPDATING ITSELF IT WOULD NOT FOCUS WHEN I TRY TO RECORD ANYTHING ON VIDEO. I TOOK IT BACK TO SAME ******* ************ WEST ********* ****. LIKE *** TOLD TO ON 8-1-22 WHERE THEY SAID THEY COULDNT HELP ME TO REPLACE IT OR ANYTHING-NO MONEY CREDIT AS WELL TOOK ME FOR $250 PLUS TAX. THEN THIS LADY IN A ******* VEST NAME ******** CAME TO ME SAYING SHE HAD HEARD HALF I HAD SAID TO THE LADIES AND SHE THINK SHE CAN HELP. I TOLD HER OVER AND OVER I WANTED IT SETUP WHERE I JUST COME TO ******* MONTHLY GET A PREPAID CARD LIKE I DID WITH STRAIGHT TALK FOR LIKE $35PLUS TAX AND THAT WAS ALL I NEED TO DO AND SHE SAID OK. I GOT THIS US CELLULAR PHONE A50 FOR LITTLE MONEY EXTRA AND SHE SAID TO BE SURE TO RETURN IT IN 14 DAYS FOR REFUND/CANCEL OF PHONE. IT WASNT UNTIL 2WEEKS LATER 8-15-22 IN THE MAIL I GET THIS BILL FROM CELLULAR SAYING $75 IS DUE ON 9-1-22 NOW ITS ON 8-29-22. I CALL ******* THEN ON ****-22 CALLED US CELLULAR AND TALKED WITH ***** WHO SAID HE USED TO HAVE A50 PHONE LIKE MY 2 YEARS AGO AND WAS SURPRISE ******* WAS STILL SELLING THEM AND HE COULDNT DO ANYTHING I WOULD HAVE TO GET WITH ******* AND HAVE THEM TO CHANGE IT. SAME DAY/SAME ******* SAID THEY COULDNT DO ANYTHING-BECAUSE IT SEEMS THAT ******** WORKED FOR PREMIUM WIRELESS AND SHE HAD QUIT 10 DAYS EARLIER. I HAD TO CONTACT THEM. I EMAIL PREMIUM ON 8-22-22 AND STILL HAVENT GOT A REPLY-I DID GET CONTACT PERSON ****** ************ ON **** WHICH I SHOULD GET WITH IN NEXT FEW DAYS BECAUSE EMAIL TODAY FROM CELLULAR SAYS SERVICE TO BE STOPPED ON THIS FRIDAY 9-09-22. BILLING IS ******************************************** DOES US CELLULAR KNOW ABOUT PREMIUM? I WANT THIS 2YR THING CANCEL AND SETUP A PREPAID CARD LIKE I HAD WITH STRIGHT TALK OR NEW PHONE/PREPAID CARD DEAL. THANKS
Business Response
Date: 09/08/2022
09/08/2022

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

Re: Complaint Number: 17925946
Customers Name: ****** Close
**** Cellular Account ************* ************************** for contacting **** Cellular in reference to the above account number. We are in receipt of ****** Closes correspondence. Mr. ***** is stating that he does not want to be under a two-year contract due to issues with the phone and he would like to be moved to a prepaid service.

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

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

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

Customer Answer
Date: 09/10/2022

Complaint: 17925946

I am rejecting this response because: the lady from us cellular is correct regarding my complaint. my us cellular account number is *********. however the invoice number ********** where i got a bill in august for $75.47 hasnt been paid because of my desire to change to prepaid card like i had with straight talk also i got from ******* which this ******** lady from premium wireless i told i wanted to have it setup on august 1(when i got your statement 2 weeks later i call you all got ***** on august 18th who said he couldnt do anything i would have to get with *******. ******* email me saying i have to get with premium wireless who i emailed on august 22nd but havent ever got a reply. these reasons plus having the ******** lady from premium wireless to quit days after i started with your phone was upsetting because i havent ever heard of them before. i think the cell phone number is ************. ***** said he had an a50 that she sold me 2 yrs ago and he was surprise that ******* was still selling them. FINALLY THIS PHONE WANTS ME TO FINISH UPDATING INFORMATION OF SOME SORT WHEN I CLICK ON WHATS IN UPDATE IT SAYS ONE THING IS I WONT BE ABLE TO DOWNLOAD INFO. FROM OLD PHONE TO THIS PHONE-STRAIGHT TALK HAD ME TO DO UPDATE AND THE MINUTE IT WAS FINISHED WHEN I TRY TO RECORD VIDEO IT KEPT BEING OUT OF FOCUS SO I HAD TO GO TO ******* FOR ANOTHER PHONE ON 8-1-22 BECAUSE ******* WOULD NOT HELP ME WITH STRAIGHT TALK PHONE. IF I KEPT THIS PHONE AND YOU ALL CHANGE TO PREPAID LIKE I WANT WHAT TO DO ABOUT THIS UPDATE WHICH IS AN 2YR OLD UPDATE TO AN 2 YRS AGO PHONE. SO I HOPE YOU CAN HELP ME WITH THIS. SINCERELY ****** CLOSE

Sincerely,

****** Close
Business Response
Date: 09/13/2022
September 13, 2022

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

Re: Complaint Number: 17925946
Customer's Name: ****** Close
********************** Account Number:   *********

Good Afternoon,
Thank you for contacting UScellular regarding the above account. We are in receipt of Mr. ****** rejection of our original response as he does not feel we were of help. I do understand his concern and will review the issue and his account.

After reviewing Mr. ****** account, I see that Mr. ***** is on one of our Nation Retail Plans that we have available in Wal-Mart stores. These plans are not prepaid and Mr. ***** would need to inform us that he wishes to cancel his current account, either in person or by phone, before we would be able to cancel the current account to have him moved to a prepaid account.

After further review of the account, I see there is also a ****** early termination fee on his plan that would need to be paid in full at the time of cancel. Otherwise, Mr. ***** may wait the 24 months to complete his term and then move to a prepaid account. We do offer an excellence guarantee return period of 15 days. My Closes account was opened on 08/01/2022. His interaction with our tech support associate happened on 08/18/2022. This would have been outside of the return window,which is why he was directed to speak to the Wal-Mart associate.

As for the complaints on Premium Wireless and Straightalk, we would not be able to speak on their behalf.

I would like to thank Mr. ***** for allowing me to review this issue. If Mr. ***** 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 **************
Customer Answer
Date: 09/13/2022

Complaint: 17925946

I am rejecting this response because:

Sincerely,

****** Close
hi i am disappointed with the reply from us cellular. I CAN CALL OR GO IN PERSON LIKE THEY WANT TO CANCEL THIS 2YR CONTRACT I WAS TRICKED INTO BY ******** OF THEIR COMPANY CALLED PREMIUM WIRELESS WHICH IS A PART OF THEIR WEBSITE OF COMPANIES I SAW. THEIR AGENT ***** WHO I THINK DIDNT KNOW THAT IT WAS THE ABOVE COMPANY WHO SOLD ME THE ***** WHILE DRESSED IN AN ******* UNIFORM. BECAUSE I DIDNT KNOW UNTIL I WENT IN PERSON TO THE SAME ******* STORE ALSO ON **** TO GET THIS CONTRACT CHANGED TO PREPAID ACCOUNT OF WHICH SHE NEVER VERBALLY STATED THAT DAY I WAS SIGHING UP FOR A 2YR. CONTRACT WITH US CELLULAR. AGENT ***** SAID TO ME ON THE ***** MY A50 ***** WAS WHAT HE HAD 2 YEARS AGO AND WAS SURPRISE ******* WAS 'STILL' SELLING THEM. I SAID TO HER ''HOW MUCH WILL THE PREPAID CARD COST A MONTH AND AS GOD AS MY WITNESS SHE SAID ''LIKE 55 OR 60 DOLLARS A MONTH'' SHE NEVER AS GOD AS MY WITNESS SAID ANYTHING LIKE OH NO YOUR GOING ON A 2 YEAR CONTRACT DEAL. SO I WILL CALL OR GO TO MY LOCAL US CELLULAR STORE TO ACTUALLY CANCEL THIS AGREEMENT. I WONT PAY ANYMORE FOR ITS NOT MY FAULT THAT LADY TRICKED ME AND I DIDNT KNOW OF THIS AGREEMENT UNTIL YOUR BILL CAME IN MY MAIL BOX ON OR AROUND ****. ON **** AT THE STORE IS WHEN I FOUND OUT THAT LADY HAD QUIT 10 DAYS EARLIER SO I COULDNT HAD CANCEL EARLIER IF I WANTED TO. I CURRENTLY AM ON SUBSENTION BY YOUR BILLING ***** BECAUSE I HAVENT PAID THE $75 YOU ALL BILLED ME ON THIS FIRST BILL I GOT 2 WEEKS WHICH WAS THE FIRST TIME I KNEW OF THIS BILL. I MAY PAID THE $75 IF YOU ALL CANCEL MY COMPLETE 2YR CONTRACT SO I CAN START LOOKING AN ANOTHER COMPANY LIKE VERZION WHO WOULDNT TRICKED ME BY USING UNKNOWN COMPANY PREMIUM AND ******* AND A LADY DRESSED LIKE AN ******* EMPLOYEE TO SELL ME AN 2 YR OLD ***** WITH AN 2YR CONTRACT OF WHICH I DIDNT SIGH ANYTHING OF WHICH SHE NEVER SAID A WORD ABOUT THAT I WAS SIGHNING THEN DAYS LATER QUIT AND NOW YOU ALL 3 COMPANIES STILL WANT TO MAKE ME KEPT THIS 2YR TRICK AGREEMENT. SINCERELY ****** COSE
Initial Complaint
Date:09/06/2022
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.
4g LTE service in my area is less than 2mbps, which doesn't even qualify as 4G. I brought this to their attention several times over the last one and a half years and they have yet to repair their Tower or come to an agreement with another carrier that would allow US Cellular devices to roam off of the other carriers Tower... several of which can be found in a 2-mile radius
Business Response
Date: 09/08/2022
September 8th,2022

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

Re: Complaint Number: 17921858
Customers Name: ***************************
**** Cellular Account Number:853870564

Thank you for contacting ****Cellular in reference to the above account. I am in receipt of Mr. ******** complaint in which he states he is receiving less than 2mbps in is area. ***************** is requesting for a refund. I can certainly understand Mr. ******** frustration with the poor data signal. My name is *** and I will be happy to address the issue.

I reviewed the account and I see that Mr. ******** had issues with signal before which may be contributing to the poor data signal now. ****************** contacted U.S. Cellular on August 15th,2021 and stated that he was having service issue with all his phones at home and surrounding area. He stated that he had dropped calls and data not working.We sent out an engineer to investigate the area.

On August 16th,2021, our engineer team contacted ****************** but was unable to reach him. The engineers found that the area of their home and surrounding neighborhoods is a known weak coverage area. We enabled VoLTE in Columbia in October/November 2020 and the only other change since then would be April 2021, when the leaves came out on the trees. (signal would have gotten weaker).

****************** called back later that day and we advised him what our engineers found. ****************** at that time requested for a credit and we offered him a 20% discount which ****************** is still receiving to this day. We havent spoken to ****************** about any issues since then.

We reviewed Mr. ******** complaint and determined that ****************** has received a 20% discount for service issue since 2021. We also do not see we spoke to ****************** recently about any other issues he was having. I would suggest that we troubleshoot Mr. ******** phone to ensure nothing else is contributing to the poor data service. Because it is virtually impossible to do any type of diagnostic troubleshooting via written correspondence, the best solution would be to contact us at the number listed below. It is best to call from a phone other than the one with which ***************** is experiencing issues such as calling from a home phone, work, or a friends phone. We will then be able to thoroughly troubleshoot his issue and,if necessary, transfer him to one of our Technical Specialists for more extensive support. I sincerely apologize for any inconvenience this may cause for you.

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

Sincerely,

********
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:09/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I began to use auto pay and there must be a glitch with the auto pay system because I had it set to take a certain amount when the bill is due and each time it did it showed it took it an it was deducted off the bill. Something didnt seem right. Then two times I tried to make a payment and something else had come along and apparently taken my funds so the payment shouldve been bounced but it showed it was paid. All these backed up payments resulted in my bill being behind a little over $1,000. Well, I had full intentions of paying my bill, I receive an email on July 18th, 2022 stating it was my last notice before my account cancellation. The email states I have 72 hrs before it is canceled. I received the email at 2:30pm. It was canceled around 7am on July 19th or 20th. It was set for the 20th. Anyways, I did not receive the full 72hrs as promised and my phones were cut off too early. I was trying to pay my bill in full before the 72hrs were up and they said I had to go to a store because it has already been canceled. The associate told me I may be able to get the 2 bounced check fees of $20 taken off since there was issues with the auto pay an paying online and a associate supposedly did take those off later. Also, she said I should be able to have the 3, reconnection fees of $40 per line taken off as well because my account was canceled before the 72hrs I was to be allowed to pay within before canceling. They also told me that all of my promotions are to remain the same once they hooked my phones back up, they did not fix this as promised. I had to call a few days ago and have that fixed. My normal bill is to consist of 3 phones with a discount on each to remain on the unlimited plans to receive these discounts. A $65 charge for one unlimited plan, $70 for another, $15 for the 3rd line. And two $14.99 protection plans. Two phones are $41.63 with $11.65 taken off each. The 3rd line is to be around $29 an change minus about $27 an change. This needs to be fixed
Business Response
Date: 09/06/2022
September 6, 2022

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

Re: Complaint Number: 17919377
Customers Name: *************************
UScellular Account Number: *********
Account Holder: ***********************

Thank you for contacting UScellular about the above account. We are in receipt of *************** request where she states that she began to use auto pay and there must be a glitch with the auto pay system because I had it set to take a certain amount when the bill is due and each time it did it showed it took it an it was deducted off the bill. Something didnt seem right. Then two times I tried to make a payment and something else had come along and apparently taken my funds so the payment shouldve been bounced but it showed it was paid. All these backed up payments resulted in my bill being behind a little over $1,000. Well, I had full intentions of paying my bill, I receive an email on July 18th, 2022 stating it was my last notice before my account cancellation. The email states I have 72 hrs before it is canceled. I received the email at 2:30pm. It was canceled around 7am on July 19th or 20th. It was set for the 20th. Anyways, I did not receive the full 72hrs as promised and my phones were cut off too early. I was trying to pay my bill in full before the 72hrs were up and they said I had to go to a store because it has already been canceled. The associate told me I may be able to get the 2 bounced check fees of $20 taken off since there was issues with the auto pay an paying online and a associate supposedly did take those off later. Also, she said I should be able to have the 3, reconnection fees of $40 per line taken off as well because my account was canceled before the 72hrs I was to be allowed to pay within before canceling. They also told me that all of my promotions are to remain the same once they hooked my phones back up,they did not fix this as promised. I had to call a few days ago and have that fixed. My normal bill is to consist of 3 phones with a discount on each to remain on the unlimited plans to receive these discounts. A $65 charge for one unlimited plan, $70 for another, $15 for the 3rd line. And two $14.99 protection plans. Two phones are $41.63 with $11.65 taken off each. The 3rd line is to be around $29 an change minus about $27 an change. This needs to be fixed

After reviewing *************** BBB request, I see that the account is now resumed, we did talk to *************** on September 1st, and we did advise the promotion has been re-added,and a credit of $101.88 has been applied. I am sorry to hear that service was turned off before the time permitted, but its great to see that service is now resumed. I ask that the BBB be closed as resumed.

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

Sincerely,
April S
Customer Service Support Team
**********************
********
Customer Answer
Date: 09/06/2022

Complaint: 17919377

I am rejecting this response because: I would like to know the exact detailed charges on my new bill an why it is higher than my average bill. Also, a local store associate suggested that U.S. Cellular may be able to remove the 3 charges of $40 per charge for resuming service since the services were canceled before the 72hrs. I am aware of the $101.88 credit due to being overcharged for the phones installment pricing when they stated it will remain the same with the promotions we were receiving before the account was prematurely canceled. All was to remain the same but my bill is very much higher than the average bill I see each month. I feel there is still need for adjustment.

Sincerely,

*************************
Business Response
Date: 09/12/2022

After reviewing *************** BBB request, I see that the account is now resumed, we did talk to *************** on September 1st, and we did advise the promotion has been re-added, and a credit of $101.88 has been applied. I am sorry to hear that service was turned off before the time permitted, but its great to see that service is now resumed. I have reviewed the current bill and see that the charges are indeed accurate. We have adjusted of one the resumption fees. No additional credit will be issued. I ask that the BBB be closed as resumed.
Should *************** have additional questions, she may contact our *************************** at *************.
Have a wonderful day.
Initial Complaint
Date:09/04/2022
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 a US Cellular "pre-paid" phone on 31 Aug 2022 via ********* website, I picked the phone up at the ******* location at **************, ********. When I attempted to activate the phone, US Cellular then admitted it was not a "pre-paid" phone, but just a phone. They have separate, normal US Cellular phones at *******, this is not advertised as one of those phones, it is advertised as a "pre-paid" phone, normally good for one month usage. The customer service representative admitted ********************** actually doesn't have "pre-paid" phones.
Business Response
Date: 09/06/2022
September 6, 2022

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

Re: Complaint Number: 17917804
Customers Name: *****************************
UScellular Account **************************** for contacting UScellular about the above account. We are in receipt of ****************** where he states that he purchased a US Cellular "pre-paid"phone on 31 Aug 2022 via ********* website, I picked the phone up at the ******* location at **************, ********. When I attempted to activate the phone, US Cellular then admitted it was not a "pre-paid" phone, but just a phone. They have separate, normal US Cellular phones at *******, this is not advertised as one of those phones, it is advertised as a "pre-paid" phone, normally good for one month usage. The customer service representative admitted ********************** actually doesn't have "pre-paid" phones.

****************** desired settlement is that UScellular needs to remove all Pre-Paid phones from business nation wide and place all phones in their normal replacement phone purchase options.

After reviewing ****************** BBB request, I notice the cell phone number or account number associated with the account has not been provided. In order to fully address your concern I will need the requested information along with the *** on the account.

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

Sincerely,
April S
Customer Service Support Team
**********************
********

Customer Answer
Date: 09/06/2022

Complaint: 17917804

I am rejecting this response because: I can't provide a cell phone number because US Cellular wouldn't activate the pre-paid cell phone. It's the reason for the complaint. I am available at my home (landline) phone at ************, and having already called the customer service number, which led to the complaint, you can imagine my frustration.

Sincerely,

*****************************
Business Response
Date: 09/08/2022
09/08/2022

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

Re: Complaint Number: 17917804
Customers Name: ***************************;
**** Cellular Account ************* ************************** for contacting **** Cellular in response to the prior complaint. We are in receipt of ****************** correspondence. Mr. ***********;is rejecting the previous response because the phone number cannot be provided due to U.S. Cellular not activating the device. Mr. ****** has provided a home phone number to be reached on due to not wanting to contact customer service because the issue initially stemmed from that department.

We have reviewed Mr. ****** concerns. While it is never our intent to make matters more difficult for our customers, we must ensure the security of our customers' information. If we are unable to verify who we are speaking with, whether verbally, or in writing, we must have the customer verify who they are in a store location with a valid I.D. This would not be the first course of action, if in fact we can secure this information over the phone. Once verification has been completed, Mr. ***** may request to speak with a supervisor due to prior issues with our **************** Department.

We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.

Sincerely,
******************
**************** Support Team
U.S. Cellular

Customer Answer
Date: 09/09/2022

Complaint: 17917804

I am rejecting this response because: Most of it is addressed to someone named "Mr. ************* I have no idea who "Mr. ****** is, but I'm willing to bet he is not satisfied with his response, either.

Sincerely,

*****************************
Initial Complaint
Date:09/04/2022
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.
Today (9/3/2022) was a living nightmare for me due to U.S. Cellular's lack-of service (USC). I have been with USC since **** and always pay my phone bill months ahead. I rarely travel long distances and have not been to ******* for a long-time. After leaving at 3:00 p.m. for a 7:30 p.m. concert; half-way to ******* (was by myself), I lost all signal and no matter what I did (tried everything) I could not get any signal at all (including roaming). This concert was at ************* for which I waited 2.5 years. I could not navigate to my pre-paid parking spot because the *** had me all over the place without signal (data) and due to this, I kept getting lost. The clock was ticking. I was unable to enter the concert because I could not pull-up my mobile ticket (and the concert had already started) and the venue's WiFi was not strong enough for me to do so. I drove 362 miles for nothing. I'm a grown man and this had me in tears, and unusually stressed and extremely upset. Traffic was insane and not having accurate *** due to no signal caused undue hardship and lost time. I could not get out of ******* without being lost because I had no signal. I had to stop at a ********** (in a bad area) as soon as I saw one to get Wifi to somewhat obtain a map for driving directions home. I had missed-out on a concert for which I paid-for, wasted money on fuel for nothing, wear and tear on my car, had no way to contact anyone, and my personal time was wasted. What if something would had happened to me!!? I do not think I have ever been this pi*sed-off in my entire life. This entire experience has made me physically sick. I did not get any signal at all until I was over half-way home. At this time and while considering changing carriers; I am requesting USC cover the ticket, fuel, and I-88 toll fees (because I could not locate I-80) for my return home. Concert ticket: $105.61; fuel there: $35.52; return fuel: $40.00; Toll fees: $10.20. Total: $191.30. Pre-paid parking was refunded.
Business Response
Date: 09/06/2022
Response:
Thank you for taking time to contact us. I sincerely apologize for your unfortunate experience.The National Voice Coverage and ************* Coverage maps depict an approximation of service coverage. Actual coverage may vary. Service may be interrupted or limited due to weather, terrain, customer equipment or network limitations.Coverage indoors may also vary. UScellular does not guarantee coverage. 5G and/or 4G LTE coverage not available in all areas.
While reviewing your account I see that we have already discussed this with you and our Customer Solution Support has offered you a $20.00 credit for 12 months regarding this.
I also wanted to say a special thank you for being part of our U.S. Cellular family. If there is anything,we can do for you in the future, please do not hesitate to contact us at ************ or 611 from your cellular phone. We are always here to help in any way possible.
Have a wonderful day.
Initial Complaint
Date:09/03/2022
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.
When I first signed up as a customer with U S **********************, the sales representative I spoke with lied to me about the promotion available at the time. He said I could get a free phone and be on a lower priced plan. After signing up, I realized he had lied and actually signed me up for a higher plan. When I called back 12 months later, the manager I spoke with implemented a special discount of $10/month and informed me the discount would expire and I would need to call back in 12 months to get a new discount applied to my account. I called back 12 months later and the representative I spoke with told me there were not any special discounts that could be applied to my account.
Business Response
Date: 09/06/2022
Thank you for taking time to contact us. I have reviewed your account and see that you indeed were receiving a special discount of $10.00 per month. That discount was valid for 12 months,unfortunately we are no longer able to continue that. You may reach out to our Customer Solution Specialist and they may have a similar discount available. ************
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. Thanks again!
Customer Answer
Date: 09/12/2022

Complaint: 17915618

I am rejecting this response because: I was told by the representative I spoke with that I would be able to get another 12 months of discounts after the initial 12 months was up, since the contract is for 2 years.

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: 17915618
Customers Name: *************************

Good Afternoon,

Thank you for contacting UScellularregarding the above account. I see *************** is stating in this rebuttal that she was told by a representative that after 12 months of a discount, we would add another 12 months of discounts. I am happy to review this issue for our customer.

In review of Ms. ******* account, the expectation that was set in the conversation with our Customer ******************** on 07/09/2021, was that after the 12 months of discount expired, we could review the account for different discounts at that time. When **************** called in and spoke to our Customer ******************** on 09/03/2022, we advised her that the discount of 12 months was not available to add but did discuss other opportunities for lowering the monthly bill.

In addition, **************** did accept an offer for $10 off for 6 months that was successfully applied 09/11/2022 and will appear on the monthly bill after 1-2 billing cycles.

I do apologize for any confusion or frustration this has caused **************** , If **************** has any further concerns, she may 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!
Customer Answer
Date: 09/13/2022

Complaint: 17915618

I am rejecting this response because:
It isnt my fault that the representative sold me an incorrect promotion in a verbal conversation, so that I wouldnt have proof. Ive been a loyal customer for many years and expect to be treated as such. I got my husband to switch carriers because of the promotion. I signed this contract because the representative said that it included a complimentary phone. When I was overcharged, I was so relieved to be told that the issue caused by that representatives dishonesty would be rectified, only to now have you tell me that its only partially rectified. I should not have to absorb that cost, nor can I afford to. Please help me continue my business with USC and continue to correct your mistake by continuing the promised promotion for the remainder of the 24 months. $60 is a lot to me - it can feed my children during these hard times, but to a company, it isnt much and was promised to me anyway.

Sincerely,

*************************
Initial Complaint
Date:09/03/2022
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.
I recently switched from US cellular to TMoble. I have repeatedly asked US Cellular to cancel my account and shut me off. Starting in early August I have Called them 4 times. They are still billing me. I Don't owe them for any equipment. Account #*********.
Business Response
Date: 09/07/2022
9/7/2022

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

Re: Complaint Number: 17903364
Customers Name: ***************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We have received the complaint stating that the account should be canceled due to starting service with a new provider and that there should not be a remaining balance for equipment charges. We understand you have notified our *************************** multiple times regarding the cancellation, and that has yet to be completed.

It is never our intent to make matters more difficult for our customers, and we apologize for any inconvenience this issue may have caused. I am happy to review this matter further.

I show that port out requests were initiated on 8/22/22, and the Customer Representative advised that the port request was pending and would cancel once completed. We continued to experience issues with the port cancellation as the days followed, and a ticket to have the issue resolved was opened on 8/27/22. The ticket was officially closed on 8/28/2022.

We have reviewed Mr. ***** complaint.I show that all of the lines have been cancelled and services charges have not been accruing, other than when the service was last active on 8/23/2022. I show that due to the pending cancellation date of 9/7/2022, the account will fully close out so that a final bill can be generated. Once you receive the final bill, you will be given credit for anytime of non-service until the end of your billing cycle, which is 9/11/2022.

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

Sincerely,

******************
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:09/02/2022
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.
The manager of my local us cellular store lied multiple times to get me to switch to them from ******** I was told it would be cheaper. It was not. I was told the hotspot would be better. It was not. I was told the phone would be free. When I arrived at the store I was told by another employee that "nothing in life is free" in a very rude fashion. I was lied to. The service was misrepresented and customer service has basically said "oh well your locked in until your "free" phone is paid off. The actions of this manager are not only deceitful but illegal. If nothing is done I am planning to seek legal council on the matter. It was fraud plain and simple, with the sole intent to get me to switch from my previous carrier.
Business Response
Date: 09/14/2022
September 14th,2022

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

Re: Complaint Number: 17898091
Customers Name: *************************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of the complaint submitted by ************************* indicating that U.S. Cellular provided fraudulent claims with the sole intent to have the customer switch from their previous carrier and that the customer was treated rudely when they tried to address this in the store where they completed the transaction.

We can understand ****** frustration with expecting to see their cellular service at a lower rate that their previous provider. We apologize for any frustration or inconvenience that this may have caused.

We certainly do not condone treating our customers in a rude manner and are addressing this with the store in question.

After reviewing the account, we are seeing that the plan and promotions selected by ***** when service was established on June 13, 2022 are being correctly administered. The customer is receiving a monthly credit of $6.90, which offsets the monthly installment of $6.90 for the device, and this is on a 36-month installment, thereby making this a free phone.The customer is on our Unlimited Even Better plan, which does include unlimited text, talk and data, but does have a cap of 30 Gb of hotspot data usage and is $15 per month higher than the Unlimited Basic plan. The total cost for this plan and device is *****, minus the $6.90 promotional credit for the phone,which would be $75 and does not include required taxes and fees.

While it was not indicated in the complaint what the customer was paying with the other provider, it is apparent that the promotional credits and plan are being applied in the intended manner.

Should Kuinn have additional questions, they may be addressed by contacting our *************************** at **************.

Sincerely,

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

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