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:09/01/2022
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.
Responding to US Cellular television ad offering any phone free with their service, on 08/30/2022 I contacted US Cellular Sales to take advantage of this offer. I have been a US Cellular customer for 20+ years & have upgraded infrequently. I was told by the sales rep that I would have to trade in my current phone, valued at $22, to be applied toward the new "free" phone for which I would make a monthly payment for 36 months for a total of approximately $650.00 for the I-Phone I chose. I asked how that would be considered a "free" phone to which he replied, "Details apply." In plain English when something is offered to you "free" it means you do not have to pay for it. Simply stated, if I have to make 36 monthly payments for a new phone, it in no way can be considered "free." Additionally, I was told that if I purchased the phone outright or elsewhere, I would have to pay an additional monthly fee to use US Cellular mobile service. This seems to be false advertising regardless of what details apply.
Business Response
Date: 09/04/2022
September 4th,2022

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

Re: Complaint Number: 17896645
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 contacted us on August 30th, 2022 to take advantage of an offer seen on television for a free phone. ************** states that she was told by an associate that to qualify for a free phone, she would need to trade in her current device. ************** also states that she was told that she would be making a monthly payment for the full thirty-six months that would be financed.

We can understand Ms. ****** frustration when being under a different impression of understanding a promotion than what was explained. We apologize for any frustration or confusion that this may have caused her.

The promotion that is being advertised,that we discussed with **************, was any free phone up to $700.00 cost. Any selected device that costs more than $700.00 will have to pay the difference of the cost with the monthly credit of $19.45 that is applied towards a 36-month retail installment. ************** would not need to trade in her device based on that particular promotion, however, ************** would be required to update her plan to an Unlimited Evolve plan. If ************** were to pick a device that is retailed under $700.00, she will see her first bill with the full monthly cost of the device. But the second month will have the retro dated credit missed and then applied monthly going forward.

Should ************** choose to take advantage of the above promotion, she may contact our *************************** at *************.

Sincerely,

Customer Service Support Team
U.S. **********************
Initial Complaint
Date:08/31/2022
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 signed in to a contract with US cellular about 4 or 5 weeks ago to finance a phone with the promise of 700 dollars off a $999 phone over 36 months. The service however is less than adequate. Missed calls that never ring, dropped calls, no reception at my employer when all my co workers have service on other providers networks. Recently I went to ****** where I was supposed to be able to make wifi calls which wouldn't work either. I was having better service on mint mobile prior to switching here. I called us cellular and tho polite, we're unsympathetic and told me I had to pay full price for the phone which is inflated beyond market value. As of today on ******* website my galaxy 22 plus is less than $700 new and unlocked. I seek a fair negotiation to reduce the remaining balance to an amicable price point. It's not my fault the service is lacking in areas I frequent. I'm not looking for a sweet deal here. But I refuse to be taken for a ride by big business.
Business Response
Date: 09/01/2022

September 1, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611
Re: Complaint Number: 17803445

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

Good Afternoon,
Thank you for contacting UScellularregarding the above account with ************** states that he signed a contract with US cellular about 4 or 5 weeks ago to finance a phone with the promise of 700 dollars off a $999 phone over 36 months. The service however is less than adequate. Missed calls that never ring, dropped calls, no reception at my employer when all my co workers have service on other providers networks. Recently I went to ****** where I was supposed to be able to make wifi calls which wouldn't work either. I was having better service on mint mobile prior to switching here. I called us cellular and tho polite, we're unsympathetic and told me I had to pay full price for the phone which is inflated beyond market value. As of today on ******* website my galaxy 22 plus is less than $700 new and unlocked. I seek a fair negotiation to reduce the remaining balance to an amicable price point. It's not my fault the service is lacking in areas I frequent. I'm not looking for a sweet deal here.But I refuse to be taken for a ride by big business.

I understand the importance of Mr. ****** request and being able to leave without having to pay full price for the phone. I will review the account and provide information below.

I reviewed the account and I see that ************** only called in on August 30th to cancel service but has not called in at any time to state that hes experiencing issues with his phone. If ************** does not call in to let us know he is experiencing issue we have not way of trying to resolve it.

We will not be able to wave the cost of the phone if ************** decides to leave UScellular. I do ask that ************** call **************** so we can try and see why the phone is not working. I regret to see that ************** had issues with the service but we would love the opportunity to try and resolve it.

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

Sincerely,
April S.
**************** Support Team
**********************
********
Customer Answer
Date: 09/02/2022

Complaint: 17803445

I am rejecting this response because:

i should have to call multiple times to be taken seriously. All customer service said was that theybhad great service it the area i complained about but it doesnt seem to he the case.

i will reiterate that i do not wish the cost of the phone to be waivered, rather i want a fair market price to be negotiated because i can get the same brand new phone from ******* for just south of $700. Your new price is inflated 300 bucks. Work with me here please. I am not trying to pull a fast one or rip off US Cellular. I wish to pay a fair amount that is in line with the market. You don't take a loss, and I don't take a loss and we each walk away healthy and unscathed from this unfortunate issue. I really don't think I'm being unreasonable.

Sincerely,

*********************
Business Response
Date: 09/07/2022
September 7th,2022

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

Re: Complaint Number: 17792370
Customers Name: *********************
U.S.Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of Mr. ****** rebuttal complaint in which he states he is wanting a fair market price for a device and not what is being offered for devices in general.

While we understand that ************* is trying to find an option that he would consider fair. We must reiterate that ************** only contacted us once on August 30th. At that time, ************** simply stated he was interested in cancelling and did not continue with any troubleshooting at that time or any other time that we show.We would be happy to assist ************** in troubleshooting his device, should he wish to start somewhere with resolving this issue.

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

Sincerely,

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

Customer Answer
Date: 09/08/2022

Complaint: 17803445

I am rejecting this response because:
I didn't say what is being offered in general. I said you are charging higher than ****** value and in order to settle my payoff I wish to only pay the fair value.

i had us cellular in thebpast and in the same area i live in (which is rural), ive never had luck with your companys service. I was assured when i purchased it in store that 5g had changed things. Saddly it has not. I have called in the past with customer service and no amount of setting changes will fix that.

As of October 1st I am either surrendering the phone at my nearest store and ceasing payment on my future bills, or I am paying in you $700 for the phone to be unlocked at that time . I will then port my number to mint. These are the only two options at this point. That well covers the phone. I am not paying the extra 250 to you as it's unfair given that your coverage in my area is lacking and I cannot pay your contracted price for the allotted time and drop my customers calls due to the service that I was promised was adequate. I am under no agreement that requires me to let you drag this out so you can collect month more payment from me. I am supposed to not do business with my employer or customers and devote this time to US Cellular whom I am paying for a service under contract that they can fulfill?

2 options listed above are the only ones i will agree to. End of the month i will drop off the phone if i dont hear from you. Any reporting to credit agencies will be disputed and removed due to the circumstance.

Sincerely,

*********************
Initial Complaint
Date:08/29/2022
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.
They sold me a ******* S21 phone and the phone has had glitches every since I had it. I owned a ******* s20 phone before this one and never had this problem. It drops my calls, want connect to LTE service and it keeps dropping my LTE from 4x to 1x. I have called US Cellular tech support several times and they say this is a ongoing problem with the S21 and S22 phones and I should wait for update for my phone. It has been a year and it hasn't been fixed yet. I'm still paying for my phone on my plan and can't even use it. I would like for someone from US Cellular to make this right. I have been a customer with ********************** for at least 20yrs and never had this type of issue.
Business Response
Date: 09/01/2022
9/1/2022

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

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

Thank you for contacting **** Cellular in reference to the above account. We have received information pertaining to service issues with ******* Galaxy S21. We understand that the ongoing issue is said to be a known issue according to our **************************** and that an update should prevent issues with dropped calls. However, it has been stated that the update has yet to be released within the past year and the issue continues to persist in the meantime. The resolution being sought is to replace the device with a different one.

It is never our intent to make matters more difficult for our customers. We truly want to assist in resolving this issue and it will be my pleasure to review this situation further.

Due to this being an ongoing issue with dropped calls and service issues, the resolution being requested is to receive a replacement device.

We have reviewed ******************************* complaint. I recommend speaking with our ********************************* This department will determine if we can approve a replacement device for ****************. Please contact us as soon as possible in order to resolve this issue for you.

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

Sincerely,

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

Customer Answer
Date: 09/02/2022

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:08/29/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received my monthly statement from them and noticed that the figures did not add up. When I called their billing department and asked about it, and asked that they explain how they arrived at the charged amount they went into this " jump all over the place, add this and add that " .They were unable to arrive at the charged amount. Their explanation was "that does not include taxes which we have no control over " My wife told them' I have the taxes right here on the bill and they don't add up even close." When she asked them to provide an itemized statement explaining ALL of the charges, including the hidden charges. She was told " we cannot do that."She then informed them that we would be lodging a complain with the State Attorney Generals Consumer Protection and with you. Their representative then started saying that we didn't need to do that. We just hung up.We have notified Consumer Protection and are filing a complain with them as well.We do have copies of the bills and they have been doing this for several months.
Business Response
Date: 08/31/2022
August 31st, 2022

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

Re: Complaint Number: 17780103
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 he states his monthly statement does not add up. ************** states that he contacted **************** and that we were unable to arrive at the billed amount. ************** is requesting that we provide an itemized explanation of the billing.

We can understand **************** confusion when the bill amount does not make sense. We apologize for any frustration that this may have caused him.

After reviewing **************** billing, we show that his normal monthly bill has been about $185.75 for the last few months. We show the base price of the Total plan is $85.00 for the two lines. The line ending with ***** has a two Gigabyte package which adds $5.00 and the line ending with ***** has unlimited data which adds $35.00 to the base cost. We also show a device financing installment on line ***** at $19.99. The line ***** has $13.99 for Device Protection Plus Advanced. The taxes and fees which include charges at state and federal level are then added monthly to the bill and automatically calculated based on the customers address for billing.On **************** last bill dated August 8th, the taxes totaled to $20.87 and the Federal and state fees totaled to $5.90. All charges show $85.00 plus $5.00 plus $35.00 plus $19.99 plus $13.99 plus $20.87 plus $5.90 come to a grand total of $185.75. If the ************** should have any further specific questions regarding a specific bill, we would gladly go over that information with him at the number below.

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

Sincerely,

**************** Support Team
U.S. **********************
Customer Answer
Date: 08/31/2022

Complaint: 17780103

I am rejecting this response because:
We will simply stop our service with them because it is total #$@.

Sincerely,.

***********************
Business Response
Date: 09/01/2022
September 1, 2022

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

Re: Complaint Number: 17780103
Customers Name: ***********************
U.S.Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. I am in receipt of **************** rebuttal in which he states he will just stop his service.

I certainly regret to hear that ************** no longer wants to keep his service with us. We never want to lose a customer especially one who has been with us for over nine years. Should ************** want to cancel his service, please inform him to contact our ***************************** and we will be able to assist and provide any additional assistance.

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

Sincerely,

********
Customer Service Support Team
U.S. ************************** us why here...
Initial Complaint
Date:08/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
08/28/2022 , I went online to US Cellular's website to start prepaid service. I checked that I was bringing my own device, which I own. (BYOD). I opted for the ***** plan. I placed my credit card information,etc. It gave me a phone number and an esim number. Once I completed all the information I received an email that said I needed to wait until my device arrived to activate my device. I did not purchase a device, it was BYOD, so I tried to call from another phone to customer service, ***************) but it immediately disconnected me. I then contacted the chat, and the first rep seemed rude and continued to ask the same questions after I answered them. I asked for supervisor, **** did not help me, He advise I would need to call technical support at **************. I advised him that number was not working. He said he would get me another number and did not. I told ********** needed my phone to work today as storms were coming. He told me I needed to be patient, but I was patient, I advised him he did nothing to help me. I kept calling that number until it finally worked and it was not tech support like he said. I got ****, who told me my order was cancelled because the number belonged to someone else. I told her that did not make sense because it was the number they gave me in the email. I asked for supervisor, and got *****. ***** said that it was not cancelled as the rep had said, it was pending. they kept asking me if I ordered anything, which I did not. I was told to use the other IMEI number ( which I opted for the esim) and ***** said I could not use that. (?) She told me she would cancel the order and I would have to start over. I told her I would do it myself and she said I could, it would send me a sim. I told her I wanted to go get the *** myself and she said I could still do that even though the other *** would be coming in mail. I am sure I am going to be charged both ***** and *****. The 2nd order, I opted for the ***** plan. I dont trust their words.
Business Response
Date: 08/29/2022
August 29, 2022

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

Re: Complaint Number: #********
Customers Name: ***********************
**** Cellular Account Number: Unknown

Thank you for contacting **** Cellular in reference to the above customer. We are in receipt of ****************** correspondence. *********************** explains she ordered service online and never received service and is requesting a refund.

We have reviewed *************************** concerns. Because we value the security of our customersinformation, we require the correct account number or (active) cell phone number as listed on the account for verification purposes. This was not provided in ****************** submission. We cannot locate the account by name. **************** will need to call us directly at ************ to be able to access her account and retrieve/set-up authentication information for us to be able to proceed.

I can understand the frustration of not receiving service when it was expected. We really would like to help *********************** and resolve this matter.

Please advise *********************** to resubmit this complaint with the information requested above and we will be happy to address all concerns 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
**************************
Initial Complaint
Date:08/28/2022
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 was contacted by US Cellular to upgrade my phone as it is an older model , and will not work on the 5G network. I spoke with **** @ ************ on Aug. 15 th , **** stated I would get a $500 credit for a replacement phone and worked with me to select a phone under the $500 limit. We choose the ******* *************** Pro. I was then connected to ******* Love @ ************ in the ********** , **** was customer Support. ******* confirmed the phone was in stock and placed my order , ******* took my credit card info to cover the tax for the phone , $24.93. ******* told me I would receive my new phone by FRI. Aug.19th. I called back on Sat. Aug. 20 and informed the customer service person ******** had not received my new phone. *** said they were busy and I would get the new phone by ***. Aug. 26 th. I called back on Sat. Aug. *********************************************************************************************** I would have to select a CHEAPER , LESS QUALITY PHONE. She stated the phone I selected was for business only. Both the customer service person and myself checked the US Cellular Website and there is NO Mention that it is for business only. I informed them that both **** and ******* checked the website also and there is No Mention that this phone is for business only. I was then told to select a Cheaper Quilty Phone or I would have to PAT OUT OF POCKET for a better quality phone. As I am not up grading my phone because I want a new one , US Cellular is changing the network, I do not feel I should have to pay for the same Quality of phone I have now or select a Cheaper quality phone. I would just PLEASE like the phone I ordered , and not have to settle for a cheap substitute or pay more out of pocket. Our family has 4- lines with US cellular and have been longtime customers , over 10 years. I feel this is POOR CUSTOMER SERVICE and a BAIT AND SWITCH SCAM. I would simply like the phone that was promised and agreed to. Thank You ***********************
Business Response
Date: 08/29/2022

Thank you for taking time to contact us. I understand changing technology can be frustrating or scary.
We do want to encourage you to upgrade. I can appreciate wanting to keep things simple when it comes to your phone. You are eligible for any devices and current promotional offers that are available. You may contact our telesales department at 888-BUY-USCC *************)and we would be happy to go over your options.
Have a wonderful day.
Customer Answer
Date: 09/01/2022

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:08/28/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Talked to local office Account closedWont let her pull up bill 5:36pm7/8/22The notes on 7/6/22 came in and cancelled it within 15 day guarantee No charges since it didnt work for us Shouldnt have to pay anything except what services was used. Wait 45 days shouldnt be charged anythingShould not have generated a bill within 10 daysCame in on 7/27/22 5:45pm to get itWouldve had til Thursday the 11th to keep iIf call customer service speak to retention department Called customer service over the weekend said **** would be fixed in ***** hours said we do not owe. Left notes in system Called Monday ******************* not fixed 8/15/22 Spoke with ***** Final bill will get fixed Manager said not able to pull bill up cuz its cancelled Manager is ****** or ******* Called us cellular main number 2:07 pm 8/15/22 Monday Cancelled but on 6th bill came out on 4th only charge on 4th and 5th.Printed on 2nd- partial credit back 27-cancelled on 5th Take off activation fee Said she would credit cancellation Fee We Cancelled within 15 days RebeccaAsk why billed at all we signed up for the trial periodLady couldnt print $3 off said it would be ok. Wrote on a post it note that we got $3 off but she couldnt print it out.Got it down to $82.76 Not billing anymore **** after oct 2nd Available on 7th or 8th for final bill credit to offset installment 6th to 1stBilled for what we used prior to cancelling.Have to pay aug 27th-Sept5th Did have code in system for promotion $21.79 Partial credit $60.97 Received notice today in an email Sunday 8/28/22 that my account was past due by $82.7Spoke with ****** at 1:49pm on 8/28/2022Stated I will contact bbb today if it isnt resolved todayPut me on hold to get contact someone else - he said it was to get me to the right departmentI have made multiple attempts to get this fixed. I always pay my bills and to have a past due because of them not fixing it is very upsetting. I made many attempts to fix this so i
Business Response
Date: 08/29/2022

Thank you for taking time to contact us. I sincerely apologize for the service not working in your area.
I see that the service was cancelled out on 8-6-2022 and that is when billing has stopped. You will receive a partial credit back on your final bill and that will generate on 9-1-2022. I also see that we have already issued a credit for the activation fee.
From all of us at U.S. Cellular, thank you for your time with us, we enjoyed having you as our customer. If there is anything we can do for you in the future, please do not hesitate to contact us at ************. We are always here to help in any way possible.
Have a wonderful day.
Customer Answer
Date: 08/29/2022

Complaint: 17787486

I am rejecting this response because:

Sincerely,

***********************************
This is not good enough. This is exactly why I called as many times as I have and decided to report to the BBB.
There is no reason a human cannot fix this immediately and for all this stress, it should be zero balance!
I should not have ever been charged a month and advance and I had to call and beg for
the credit I did get which means you absolutely can fix this!
Business Response
Date: 09/02/2022
Once again, thank you for reaching out to us. As we have previous stated, you will be receiving a partial credit on your final bill. No addition credits will be applied as there are no billing errors. Your bill cycle ended on 9-1-2022 and the bill is currently calculating, you should receive it in a few days.
Thank you again for your time with us. Have a wonderful day.
Customer Answer
Date: 09/06/2022

Complaint: 17787486

I am rejecting this response because:

Sincerely,

***********************************
Tuesday 9/6/22 9:00am I asked for manager in billing.
Spoke with ******. He asked what it was about? I told him its about a bill that still isnt fixed even tho I have called 10 times.
He gathered all my personal info.
Put me on hold told me he would have a manager for me. (9:04am) ****** got on phone.
Said shes trying to understand pcharges. Final bill is calculating
As we speak .
Takes it time to fix itself
Based on cycle
Shows everything started generating said its systematic.
Final bill $47.26

Satiated my Balance will be $35.50
Said late fee of $5.00
Said she will take off $5.00 fee immediately.

First bill 112.76
Took $30 activation fee
Brought bill to
$86.76
After Set up for cancellation-
$77.66

Used for 10 days- 7/27/22
Canceled 9/5 canceled out on 6th
she said the
Billing is in process of calculatingstill
Stated the Promotional discount takes one to two cycles to start. $3.33 was to be applied
Would take me to $30.50 even tho I was told in another conversation I only would owe $21.79
In this conversation she Took off $3.33 promotional discount.
She then stated After everything updates, I would owe $27.17- still $6 more than I was previously told.
I asked for the Specific date this bill would be reflected- she said it is now reflected.
I Paid $27.17 today even tho it still ended up being $6 more!
My Balance is now $0
I Will never use us cellular again.
Paid it off even more than they said I should be billed just to end this nightmare. Terrible customer service. Will be cancelling contract that my dad has with this company. I will be sure to let everyone know of my experience. Shame on you for the way you handled this. At the end of the day, Im done with this company. You took a lot of my time from my life that I will never get back trying to get you to help me! And I still paid more than you promised!
Initial Complaint
Date:08/24/2022
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.
They told us that we would get wifi speeds of 40 mbps from day one we never were able to even scroll ******** let alone stream ******* today they finally agreed to take their equipment back I feel that this is false advertising and other potential customers should know ** for your time and consideration.
Business Response
Date: 08/26/2022
August 26, 2022

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

Re: Complaint Number: 17766290
Customers Name: *********************
**** Cellular Account ************* ******************** for contacting UScellular about your account. We are in receipt of ************** correspondence. *********** states she was told she would get Wi-Fi speeds of 40 mbps but was getting lower speeds. ************ also states we did agree to return the equipment but that she felt it was false advertising.

I regret to hear ************ did not receive the Wi-Fi speed she was expecting. I understand the importance of having the Wi-Fi speed to be able to use the internet effectively. My name is ****** and I will be assisting her.

I have reviewed ************** concerns. I regret that after review I found that ************ has not provided a number or account number for me to access the account. Because we value the security of our customers information, we will require ************ to contact UScellular. **** may do this via the Better Business Bureau or by contacting our *************************** directly at ************** or 611 from her UScellular phone. We apologize for any inconvenience this may cause and we look forward to working with ************ to help resolve this matter.

Sincerely,
****************
Customer Service Support Team
**********************
Customer Answer
Date: 08/29/2022

Complaint: 17766290

I am rejecting this response because:

Sincerely,

*********************
Business Response
Date: 09/01/2022
September 1st 2022

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

Re: Complaint Number: 17766290
Customers Name: *********************
****Cellular Account **************************** for contacting UScellular about your account. My name is *** and I am in receipt of ************** rebuttal. Unfortunately, the rebuttal did not include the phone number or the account number to access the account. Because we value the security of our customers information, we will require ************ to provide this information so we can access her account. ************ can contact our *************************** directly at ************** or 611 from her UScellular phone for more immediate assistance or provide the Account Number or Phone Number for the account via the Better Business Bureau. We apologize for any inconvenience this may cause and we look forward to working with ************ to help resolve this matter.

Sincerely,

********
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:08/23/2022
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.
On July 5th 2022, I asked an associate of the ************, ** USCellular store, about getting set up with a phone and service with USCellular. I was told if the I had problems attaining cell service in my area, I could bring the phone back and cancel service within 15 days and be charged only for restocking. On the 12th of July, I returned the phone to the same store and cancelled service. I also returned a router, still in the box that had not been opened. I had cell service only when I was in a town or city. I live 6 miles from the closest town in ****************. I could not get any service at my home or near it. I received a bill for $180.40 from USCellular that was due 8/2/22. I called them the same day I received this bill and spoke to two different associates in USCellular's billing ***** I asked them how could I possibly owe that much for those few days I had the phone. I had already paid $80.55 and $36.48 on July 5th when I purchased the phone and service. When I returned the phone and ended the USCellular service, they did return $47.95 and $6.48 to my checking account. If my math is correct, I paid USCellular $62.60 for service and phone from July 5th through July 12th. Then came the bill for $180.40. I was very upset and as I said, called the billing ***** immediately. I spoke to an associate named ***** and a second associate, both told me that was not my final bill. They both advised to wait for the final bill which would have adjustments that would be for my benefit. They told me not to send any payment, but wait until that final bill arrived with adjustments made. Yesterday, August 22, I received the final bill for USCellular. This bill is for $143.02, due Sept 02, 2022.If I pay this final bill and taking in account the $62.60 I have already paid, I will have paid USCellular $205.62 for service from July 5th-July 12th. The account number is *********. I would greatly appreciate your assistance. I am 75 and living on a fixed income. Thank you.
Business Response
Date: 08/24/2022
August 24th 2022

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

Re: Complaint Number: 17757450
Customers Name: *******************
U.S.Cellular Account Number: *********

Thank you for contacting ****Cellular about the above account. My name is *** and I will be happy to assist **************.

I see ************** is disputing the charges on the account. I certainly understand **************** complaint and willing to review the charges on the account.

I reviewed ************** account and I see that the final bill on the customer account was $138.43. This should have only been for services from July 5th to July 11th and the $35.00 restocking fee for each device. However, the final bill should have had credits for the device activation fees which were not applied. I have applied the credits for the two device activation fees and the $5.00 late fee.This now brings the balance down to $70.83.

We have reviewed **************** complaint and now believe this issue is resolved. We apologize for any inconvenience this may have caused. Should ************** have additional questions, she may contact our *************************** at *************.

Sincerely,

**********
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 08/29/2022

Better Business Bureau:

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

Sincerely,

*******************
Initial Complaint
Date:08/23/2022
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 contacted US cellular by chat after seeing we still owed a balance to this company after we already switched to another carrier and taking our numbers with us. Usually they dont let you if you still have a balance with them. So I contacted them Aug 11th and asked if I could pay Friday the 25th. I have a transcript that says he agreed on it and would take notes. I just contacted them again today Aug 22nd to make sure we were still ok with the arrangements. And found out they dont have records of the conversation. Good thing I kept it. I thought it was illegal to turn over a bill if you have an agreement to pay it. So I would like the turned over bill taken off of my credit report and completely paid in full by them for their mistakes! Because I know with them turning it over will now have more fees added on to it.

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