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

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

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Submit a Complaint

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

Initial Complaint
Date: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.
US Cellular fraudulently charged my banking account over $2200.00 in 5 transactions. I contacted them and they said their fraud department couldn't help. I've notified the bank but they can't do anything until tomorrow. In the meantime, my bank account is overdrawn. Here are the transactions:USC IVR USCCIVR USCC IVR USCC IVR USC IVR -$546.25 -$546.25 -$546.25 -$546.25 -$55.30 After being on the phone with ****** for 30 minutes, she stated US Cellular will not take responsibility for making such fraudulent charges. And, they will not reimburse for bank fees or even apologize. This is wrong!! No one should have to fight to get the money back. I want an immediate resolution plus bank fees and a fee for my inconvenience. My entire check plus overdraft protection is gone. I can't even buy gas to go to work. I can be reached at ************. I truly hope you can help. Thank you,*****
Business Response
Date: 08/26/2022
August 26th, 2022

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

Re: Complaint Number: 17755689
Customers Name: *********************
****Cellular Account Number: N/A

We are in receipt of ************* complaint in which he states that we have fraudulently charged his bank account for five transactions totaling over $2200.00. ************** states that he contacted us and that our fraud department would not help. ************** states that he has also notified his bank, but they were not able to assist until the next day. ************** states that he was on the phone with our **************** for more than thirty minutes and the associate stated that we could not take responsibility for the charges and could not reimburse him. ************** states that he would like an immediate resolution and reimbursement for bank fees and inconveniences.

We can understand ************** frustration when seeing charges on his bank account that he is not familiar with. We apologize for any confusion or frustration that this may have caused him.

Due to the situation that ************* has, we must ask ************** to contact our ***************** team at ************ to discuss any options and resolution for the payments withdrawn from his bank account. That is what ************** will need to do to get this resolved as we cannot review any of this information via any other correspondence. This will allow us to speak with him directly to go over all details and research the situation to assist ***************

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

Sincerely,

**************** Support Team
U.S. **********************
Initial Complaint
Date:08/22/2022
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.
My information needs to be private. US cell does NOT allow me to OPT out This is a MAJOR issue
Customer Answer
Date: 08/26/2022
Remove my phone number ************ from ALL DISTRIBUTION lists.
I am getting SPAMMED both BY US CELL and by people, this WOULD NOT have happened had US CELL keep my information PRIVATE.
I am citing CONSUMER PRIVAY ACT

Business Response
Date: 08/26/2022
August 26th, 2022

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

Re: Complaint Number: 17746856
Customers Name: ***************************
****Cellular Account Number: *********

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

We are in receipt of Mr.********* ********* in which he states that we will not allow him to opt out. ******************* states that he needs his information to be private.

We can understand Mr.********* frustration when not being able to opt out as he would expect. We apologize for any frustration that this may have caused him.

After reviewing Mr. ********* account, we show that he has opted out on February 26th, May 7th,June 24th, July 8th, and August 16th, of 2022.However, an opt out option is available on our www.uscellular.com site under the privacy section at the very bottom of the page. ******************** can contact our Opt-out line by dialing ************ and follow the instructions.

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

Sincerely,

Customer Service Support Team
U.S. **********************
Customer Answer
Date: 08/28/2022

Complaint: 17746856

I am rejecting this response because:
The privacy that individuatl mentioned was just the oprt out of their texts FROM us-cell
I need the information out of the web.
See attached is for ********** I am in ********

Sincerely,

***************************
Business Response
Date: 08/29/2022
August 29th, 2022

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

Re: Complaint Number: 17746856
Customers Name: ***************************
****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 that the information we provided only applies to the states of ********** and *****. ******************** states that he lives in Nebraska and these do not apply.

We can understand Mr.********* frustration when not being able to opt out as he would expect. We apologize for any frustration that this may have caused him.

On our privacy page (https://www.uscellular.com/privacy)there is a section entitled Privacy Choices. This is where ******************** may manage and opt-out in CPNI, Marketing Communications and Cookie Preferences and Web Tracking. These choices are NOT based on residence location. ******************** can also contact our Opt-out line by dialing ************ and follow the instructions.

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

Sincerely,

Customer Service Support Team
U.S. **********************
Initial Complaint
Date:08/22/2022
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 started service with US Cellular in 2021, with two 'free' ******* Galaxy S21 Ultra 5G phones via a credit back to the account each month. The phones/service were ok up until about the past 4-6 months, where reception has been marginal at best. The past 2 months have been terrible with continual dropped calls, searching for service, no service, or emergency calls only messages. I use my phone for voice calls frequently, so have experienced these issues more than my daughters phone, but she too will get the searching for service or emergency calls only message on her phone. I called US Cellular in early July to troubleshoot the issue. Tech walked me through several tasks that didn't resolve the issue. I called back in on 7/24 and was told that at this point, I should reach out to *******, as I only have about 1 month left under the manufacturer warranty. I called ******* and was told to take the phone to a UBreak store to have diagnostics run to see if it was an issue with the phone. UBreak ran diagnostics on 8/2 and said it was not an issue with the phone, but an issue with the carrier (US Cellular). I went to the US Cellular store in ********** on 8/2 to see about getting out of the contract as the phone isn't working and I am paying for a service that I can't rely on. At the store, the best option they had was to replace the *** card in my phone, which they did. That didn't fix the issue. I called US Cellular again today 8/10, explained the issues and talked with a few different people. The tech support lady I spoke with (********) said to call ******* and let them know that US Cellular's info is showing that its an internal issue with the phone, not US Cellulars service, and to request a replacement and that if needed ******* could call US Cellular for confirmation of the issue. I called *******, and they want the phone sent in to look at see if it can be fixed which will take 5-7 days. I didn't agree to this so called US Cellular back for assistance
Business Response
Date: 08/24/2022
8/24/2022

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

Re: Complaint Number: <17699328 #>
Customers **************************************************** Cellular Account Number: <*********>
<Insert account holder name if different from above customer>

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

We have received the complaint the complaint in regards to issues with the customers phone service and experiencing dropped calls and no service at times. We then attempted to troubleshoot the issue, however this did not resolve the problem and we advised that the manufacturer would need to be contacted. The manufacturer stated there was no issue on their end and the customer would need to contact their wireless provider. The customer then went into a store location and the resolution was to replace the *** card, which did not alleviate the issue. The customer then reached back out to ******* to look into fixing the device, but due to the extended timeframe of getting the phone fixed, the customer did not agree to sending in the device. The customer is seeking a resolution of returning the phones and being let out of the contract as a result.

We are more than happy to look into this situation in an attempt to provide some resolve for the customer. It is never our intent to make things more difficult for our customers, and we appreciate the opportunity to assist with this matter.
To summarize, the customer has had ongoing issues with the quality of service for about six months. There have been multiple attempts to assist with these issues via our Technical Support, in store associates, along with ******* offering to fix the device should the customer want to send in the phone, to which the customer declined. The customer is now at a point of wanting to return the phones and be released from the contracts at no cost.

We have reviewed ******************** complaint. While we understand there have been issues with the quality of service, we would not be able to take the devices back due to the terms of the retail installment contract. We do understand the need to have a working device at all times, and we would encourage ******************** to allow the Manufacturer to attempt to fix the device. Should the issue persist after having ******* fix the device, we would request that ******************** speak with our ******************************** to discuss further options to assist with the issue.

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

Sincerely,

******************
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:08/22/2022
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 had a prepaid account with US Cellular and after searching for my options with a less expensive option, I ported my number with ********* since they have senior's plan for less. For my bitter surprise, they now say that I have no refund to receive because it is a prepaid account with no contract, to which I took my own device. So I paid in full for a service that never will be used and they do not give my money back? Where is it stated?
Business Response
Date: 08/23/2022

August 23, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 17750694

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

Good Afternoon,
Thank you for contacting UScellularregarding the above account. ********************** submitted a complaint about not receiving a credit or service not used. ********************** had pre-paid service and made a payment for the month, within that month ********************** left UScellular for a different provider and is requesting a credit for service not used.

I understand the importance of Ms.********** request for a credit. When you have a pre-paid plan, you pay for service for the month, if the customer decides to leave before the month is over, then there is no refund provided. ********************** can finish out the service for the month so she can have her payments worth of service. Because its a prepaid account there is no bill for service so no way to provide a credit. In order to fully review the account, we will need the phone number along with the *** on the account for verification.

Should ********************** have additional questions, she may call our *************************** at the number listed below, we are available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,
April S
Customer Service Support Team **************
UScellular
12689916
Initial Complaint
Date:08/22/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A little over a year ago I signed a contract with US Cellular, I was told that my bill would be 60 a month and that after 3 months the new phone that I was qualified for with this plan would be credited on my bill. Every month since then I have been charged another ***** and told that is part of the plan, even though that was not disclosed at the time I got the phone and every month AFTER my bill is sent to me they credit the account, but every month they turn off my phone or threaten suspension because I refuse to pay the amount that should be credited and then charge me a suspension fee....so basically they are making sure they get that $40.00 a month regardless. I have asked them numerous times to take care of this or change my billing date if that is the problem and every CC associate says they can not do that until I pay them the money they know should be credited on my account for the phone. This very much feels like some kind of scam and when asked about terminating my contact I am told that after a year I still have to pay $700 for a phone that was a $1000 a year ago and is supposed to be paid of after a two year contract. I am very unhappy with everything about this company and don't feel like these are legal or acceptable business practices.
Business Response
Date: 08/22/2022
Thank you for taking time to contact us. I have reviewed your account/bill and I do see that all billing is accurate, and you are getting the promotion credit for the device as we have previously stated. I have issued a courtesy credit for the restore fee. I also see that your bill cycle ends on the 23rd of the month and that is when the promo credit is applied. I do see that your account is still currently past due. If you need to make a payment arrangement,please contact our financial service **** *************) to avoid any service interruption. We certainly understand the importance of keeping your service connected and do not want to suspend your service.
I hope you have a wonderful day!
Initial Complaint
Date:08/19/2022
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.
It has not involved the ******* location, however the ******* and ****** locations do not appear in a search. It does involve the two previously named stores and wherever you are connected with the 800 number.Around July 6th, I paid part of our bill at the ******* location. I asked them if that amount would suffice to keep service on until I got my paycheck. The clerk assured me it would. A couple days later, when I ended up calling the 800 number, they told me that store clerks are not authorized to take payments and authorize continuation of service. At this time. I complained to the 800 number.Now our bill was due on August 6th. My boyfriend went into the ******, ** location. He asked if we paid $100 on Tuesday with the balance on Thursday, if it would stop service from being interrupted. At which point, the store clerk told him that would be fine. This tells me that it is some part of the training to get money, even if you have to lie and say that you have the authority to do something that you do not. But lying seems to be part of the training.The next day, my boyfriend received an email saying he was eligible for a free upgrade. He paid over $1000 for the phone he currently has that he brought into this plan, but the screen is cracked. The clerk informed him that, contrary to the email he received, he was not eligible because his screen was cracked. He told them he had the liquid screen put on his phone, but they told him it was not covered. They said if he got the screen fixed, he could upgrade for a certain amount, but he would be paying it monthly for 3 years.Now fast forward to yesterday (Thursday). I go to pay the phone bill online because I am now thoroughly disgusted with any location. The online system took 4 tries and still got it wrong. Then it still got the wrong amount. Then service was interrupted because of a past due balance. When my boyfriend called the 800 to complain, they blamed it on the automated system and did nothing.
Business Response
Date: 08/23/2022

August 23, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 17742541

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

Good Afternoon,
Thank you for contacting UScellularregarding the above account ******************** states that he made a partial payment in one of the stores and set up a payment arrangement for the remaining balance in the store. A few days later he called **************** and we told ******************* the store is not authorized for payment arrangements. An authorized user of ******************** went into the store a short time after and set up a payment arrangement. The next day, my boyfriend received an email saying he was eligible for a free upgrade. He paid over $1000 for the phone he currently has that he brought into this plan, but the screen is cracked. The clerk informed him that, contrary to the email he received, he was not eligible because his screen was cracked. He told them he had the liquid screen put on his phone, but they told him it was not covered. They said if he got the screen fixed, he could upgrade for a certain amount, but he would be paying it monthly for 3 years. Now fast forward to yesterday (Thursday). I go to pay the phone bill online because I am now thoroughly disgusted with any location. The online system took 4 tries and still got it wrong. Then it still got the wrong amount.Then service was interrupted because of a past due balance. When my boyfriend called the 800 to complain, they blamed it on the automated system and did nothing.

I am sorry to hear about ******************** service being interrupted and not receiving a phone based on the offer. ******************** was no longer available for the offer due to the screen being cracked. If the offer required a phone turn in than the phone could not have any physical damage.

The way ******************** will be able to set up payment arrangements is by calling ****************. We do not set up payment arrangements in store. Going forward I ask that ******************** call **************** for payment arrangements to avoid interruption in service. What I can offer as a courtesy is to waive the restore fees when the bill print. I ask that ******************** call in for a credit after he receives the bill.

Should ******************** have additional questions, he may call our **************** Department at the number listed below, we are available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,
April S
**************** Support Team **************
UScellular
12689280
Initial Complaint
Date:08/18/2022
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.
Over the last few months I, along with other people who have us cellular, have been receiving texts that say; "why should only certain people with phones get free upgrades. We are now including all people to get free upgrades. Stop in today". Not sure on exact wording, but it was something like that. I stop in to upgrade my phone. I have a flip phone. And I wanted to upgrade to a new flip phone. I don't like the smart phones. They said to me, that that offer doesn't include flip phones, and my plan doesn't either. The text didnt say anything about what type of phone or plan was included. I say it's false advertising. My phone is old and the flip hinge is ready to break. So I need a new phone and will get one. But I wanted to let you guys know about this. Thanks.
Business Response
Date: 08/19/2022
August 19, 2022

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

Re: Complaint Number: 17735373
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 he received a text stating he could get a free phone but when he went into the store there were restrictions on it.

I understand Mr. ***** frustration at having an older phone with a bad hinge and wanting to upgrade that phone for free.

After reviewing Mr. ***** account further, we do show that the customer has currently upgraded his phone.With the current promotions there are specific plan requirements associated with the promotion. ************ is on an older retired plan that is no longer available. Part of the requirement for promotional pricing on phones is that the customer be on a current plan. In Mr. ***** he could keep the lower cost plan or get the promotion on the new phone. All of our ads do state that restrictions apply.

We do apologize for any confusion that this may have caused, and we hope that this has provided some clarity. Should ************ have additional questions, he may contact our *************************** at **************.

Sincerely,

****************
Customer Service Support Team
**** **********************
Customer Answer
Date: 08/22/2022

Better Business Bureau:

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

Sincerely,

*******************
Initial Complaint
Date:08/16/2022
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.
I opened a new account with US Cellular in October 2020, at the time, I set up automatic payments.Every month, I received a statement that I reviewed, showing a payment due in the amount of approximately $203.88.When I received I my August 2020 statement, I noticed the payment due was $188.20; an amount different than the past 21 months. I compared my July and August 2022 statements and noticed the August 2022 statement included a $15.00 credit for auto pay.On August 15, 2022, I immediately contacted US Cellular, via their online chat, and chatted with a representative named ******. I explained that I have not been receiving the $15/month credit for auto pay for the last 21 months and asked for the $315 to be credited to me. She stated she was unable to process that but confirmed I should have $315 refunded to me and instructed me to contact ****************.I then contacted **************** and spoke to a gentlemen named **** who stated he saw ******'s notes on the account so he would do further research and get back to me, but indicated I should call back if I don't hear from him.At approximately, 5:30 p.m., I contacted **************** and spoke to a representative, who's name I did not get. I told her the situation and she confirmed ****** and ****'s notes on my account. She stated she was only able to refund me for 3 months, a total of $45.I then asked to speak to a manager and was connected with a manager named ****************** explained the situation to ******** and she tried to say this was my fault. I explained that I've reviewed every statement and contacted their **************** as soon as I noticed a discrepancy.She indicated she would refund me 12 months, a total of $180.I explained that was not acceptable when a total of $315 is due to me, that ****** confirmed that, my account has always been in good standing and I did not make the error on my billing.I then asked to speak to a manager above her and she stated someone would call me back.
Business Response
Date: 08/19/2022
August 19th, 2022

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

Re: Complaint Number: 17722685
Customers Name: *******************
**** Cellular Account Number: *********

Thank you for contacting **** Cellular in reference to the above account. We are in receipt of Trinas complaint in which she states that she has not received the auto pay and paperless billing discount , $5 per line until the most recent statement dated 08/08/2022.

Customer satisfaction is and has always been our companys primary goal. I would like to apologize for any frustration ***** may have experienced regarding her billing.It is never our intent to make things more difficult for our customers but rather quite the contrary.

In review of the account, I was able to see that there was not any communication from ***** stating that she was not receiving the auto pay discount that is now brought to our attention , however there was a recent update to the auto pay method by using the online My Account portal on 07/06/2022, in which notified the automatic billing system to apply the discount to future bills. We do take pride in the online ****************** allowing our customers access to view the monthly bills, and our customer service department being available to address questions and concerns regarding accounts and billing.

In response to Trinas concerns, we have happily made an exception to our adjustment policy that outlines we do not adjust charges/credits outside of 180 days: approx.6 months. We have applied a billing credit for the above listed complaint of $180 equaling 12 months of the auto pay discount for Trinas account.

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

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ************** | **************** Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 08/22/2022
Complaint: 17722685

I am rejecting this response because:
It was my understanding the auto pay credit was already adjusted in my monthly bill and since US Cellular made the error starting as far back as my first bill, I wasn't aware I was not receiving the proper credit until the amount due in the August statement differed from all previous statements.
Further, on Monday, August 15, 2022, Skylar, a US Cellular chat representative, confirmed the total $315 was due to me. I requested the chat transcript be emailed to me but US Cellular has failed to provide it.
Additionally, on Monday, August 15, 2022, I spoke to ********, a US Cellular manager, who informed me she would have her manager follow up with me via telephone within ***** hours; as of August 22, 2022, I have still not received a call (or any form of communication).
Finally, on Friday, August 19, 2022, ****, a US Cellular chat representative, confirmed the total $315 PLUS an additional $20 (for an issue with their service in May, in which I was unable to make or receive calls) will be credited to my account in the next billing cycle. A copy of the full August 19, 2022, chat, a picture of the specific messages with the confirmation of the adjustment due to me, and a copy of another chat I had with *****, a US Cellular chat representative, on August 17, 2022, are attached.
Since this is an error on US Cellular's part, I will not accept anything less than the total $315 plus $20, that has now been confirmed by two different US Cellular representatives, to be due to me.
After all this hassle and the way the manager blamed me for not "reviewing my statements," when, in fact, I reviewed my statements every month and immediately contacted **************** as soon as I noticed the discrepancy between the July and August statements. If I owed US Cellular money, they wouldn't let me wait for the next billing cylce to pay them, so I'm not waiting for the next billing cycle to see the credit. After all this hassle, I will be transferring my service elsewhere immediately; therefore, I want the $335 credited to my account immediately.

Sincerely,

*******************
Business Response
Date: 08/26/2022
August 26th, 2022

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

Re: Complaint Number: 17722685
Customers Name: *******************
****Cellular Account Number: *********

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

We are in receipt of Ms. ***** rebuttal complaint in which she states she is rejecting our response. ************ states that she had an understanding that the automatic payment was already adjusting her monthly bill from the first bill that she received at the start of the account. ************ states that she was not aware of anything otherwise until she noticed a difference in a recent bill that began showing a credit for the automatic payment set up. ************ states that she was told that $315.00 was due to her plus another $20.00 and will not accept anything less.

We can understand Ms. ***** frustration and confusion when seeing that her bills are not reflecting what she expected. We apologize for any frustration that this may have caused her.

After reviewing Ms. ***** account, we show that her service began on this account as of February 5th,2021 with two lines. ************ added a third line in a change of ownership on November 10th, 2021. ************ has missed a total of $240.00 worth of autopayment discounted towards her bill. The first nine months with two lines at $5.00 per line equaling $90.00 and then ten months for three lines at $150.00. ************ was provided an adjustment on August 15th, 2022 for $180.00 and then another $20.00 on August 17th, 2022. We have provided an adjustment today for the remaining amount of $40.00 to complete the adjusted amount that ************ was due. Again, we apologize for any confusion that this may have caused, and we appreciate ************ bringing this to our attention.

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

Sincerely,

Customer Service Support Team
**** **********************
Customer Answer
Date: 08/31/2022

Complaint: 17722685

I am rejecting this response because: the $20 credit on August 17, 2022, was a credit from May when I was unable to make or receive calls for two days (and when I contacted **************** to request the credit, it never actually got applied to my account); that has nothing to do with the automatic payment discount. Therefore, the most recent credit of $40 should have actually been $60 so I am still being shorted $20. Please credit the additional $20 as soon as possible. Once the additional $20 is credited to my account, I will consider this matter resolved.
It is extremely frustrating that I have had to spend this much time trying to resolve an error that wasn't even my fault.

Sincerely,

*******************
Initial Complaint
Date:08/15/2022
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.
I made a payment which uscellular applied to a different number. When I talked to them about my account not being credited they found their error and applied a month to my bill and told me that I would be getting a refund but that it would take about a month. When I didn't get the refund after a month I called and was told that they don't do refunds and then was told mine was denied.
Business Response
Date: 08/19/2022
August 19, 2022

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

Re: Complaint Number: 17719237
Customers Name: *************************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of Ms. ************** in which she states that a payment was made to the wrong account. ************* states the payment was moved to the correct account and was told she would get a refund.

After reviewing Ms. ************ further, we do show that the customer did make a payment that applied to an account that was not her account. We show the payment was moved to ************* account on July 10, 2022. Since the payment was posted to the correct account for the monthly service, there would not have been a refund.

We do apologize for any confusion that this may have caused, and we hope that this has provided some clarity. Should ************** have additional questions, she may contact our *************************** at **************.

Sincerely,

****************
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 08/22/2022

Complaint: 17719237

I am rejecting this response because: I was told that I would get a refund and because of this fact I was counting on it to make my next payment, something I would not have done had I not been told I would. I had to then go borrow money from a friend to make a payment to get my services restored ALL of which would have been avoided if I had not been TOLD one thing and then given another. If there was even a chance that I might not get a refund that should have been stated and I would not have counted on it to use as my next payment. Nothing like that was ever said.

Sincerely,

*************************
Business Response
Date: 08/26/2022
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of ************** rejection to our previous response in which we explained that in place of a refund , we removed ************** payment from the incorrect account and placed that payment on her account.

We do apologize for any frustration this issue has caused. Although there was a misapplied payment, we were able to locate that payment and move that payment to the correct account. Since the funds have been applied to the correct account, there are not any additional funds to be issued to ************** as a refund.

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

If ************** has any further concerns, she can call our *************************** at the number listed below. Thank you and have a pleasant day!

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

Complaint: 17719237

I am rejecting this response because:Bad, bad, BAD customer service. I am looking for another mobile carrier and will be taking my business elsewhere as well as telling anyone who will hear how unbelievably ridiculous US Cellular is.
If they hadn't have TOLD me I was going to be getting a refund all of this would have been avoided. Maybe they need to better train their customer service agents.

Sincerely,

*************************
Initial Complaint
Date:08/15/2022
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.
On 7/27/22 I cancelled service with US Cellular. I did so over the phone which US Cellular recorded. I had just paid my bill with them & was told there was no longer a balance. I then received a bill ($93.58) for or a full month of service, which they claim is for 7/26-8/25. I have tried several times resolving this issue with them to no avail.
Business Response
Date: 08/15/2022
Aug 15th, 2022

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

Re: Complaint Number: 17704485
Customers Name: ***********************
U.S.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 we are charging him full price for a line that was transferred to another carrier after two days into a new billing cycle. ******************** sent attachment showing he received a statement for $93.58.******************** then states that he has tried to work this out with **************** several times to no avail. His account shows our **************** told him that he would need to pay for the full month of service as we no longer pro-rate customer bills.

After reviewing Mr. ********* account further, we do show that the line ending in ***** was ported out on July 27th, 2022. ******************** would have been able to retain his service through the end of his bill cycle had the line not changed to a new company. Our policies changed in 2021 for how billing would be simplified without proration being included any longer. We never want our customers to be surprised by changes and for that reason, we provided this change in a bill insert and through electronic copies on Mr. ********* My Account notifications that are tied to Mr. ********* email address. These notices were sent within a 60-day window before this policy change took place in October of 2021.

We do apologize for any confusion that this may have caused, and we hope that this has provided some clarity. Should ******************** have additional questions, he may contact our **************** Department at *************.

Sincerely,

****************
**************** Support Team
U.S. **********************
Customer Answer
Date: 08/16/2022

Complaint: 17704485

I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 08/18/2022
Aug 18th, 2022

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

Re: Complaint Number: 17704485
Customers Name: ***********************
U.S.Cellular Account Number: *********

Good Morning,

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

I have located the invoice containing the new customer service agreement terms we sent to ******************** explaining the change on how we no longer prorate service upon cancel. ******************** had 30 days to notify us if he did not agree to those terms. We are happy to send ******************** a copy if needed to review. In order to request that copy be sent by mail, ******************** will need to contact our **************** at ************** any day from 7AM-9PM CST.

Sincerely,

****************
**************** Support Team
**********************
Customer Answer
Date: 08/19/2022

Complaint: 17704485

I am rejecting this response because:. When I cancelled my service I was told there was no balance and no money was due. Please review the phone conversation from 7/27/22. Had I been told then that you no longer prorated cancellations I would have waited to cancel. The notification you say I had 30 days to respond to was hidden in small writing and deceptive to customers. I have paid my bill on time every month with maybe one exception during the past three or four years I've had this account I expected better customer service. The fact that I was told one thing over the phone when, in fact what I was told is not true frustrates me. Regardless the fact remains I am being charged for a service that I'm not receiving and it is unfair. I'll be happy to pay part of this bill, is there an amount we could agree to? I think $30 is more than fair would that be acceptable?

Sincerely,

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

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