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:08/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We originally left us cellular due to them consrantly increasing the price of our monthly bill. When we came back, even upon returning most of the devices and continuing service with the devices, we were billed up front for all of them. Even though the devices we never stopped service on. Now we have a rolling $2000+ bill every month and no one at US Cell will work with us to get it paid down. They keep pushing out this insane amount and we run the risk of losing cell service while my husband is looking for a job. I want this made so we can afford monthly payments instead of getting the balance continuously pushed out.
Business Response
Date: 08/17/2022
August 17, 2022

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

Re: Complaint Number:17710665
Customers Name: *************************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. We are in receipt of ******************** complaint in which she states that since they returned to U.S. Cellular, their bill has been consistently high and no one at U.S. Cellular is willing to work with them to lower the bill.

After reviewing ******************** account further, we do show that the customer did change their service to another carrier on May 4, 2022. At that time, there was a total remaining device and accessory financing balance on both of those lines of $1,196.72 and that was added to their account balance when service was ended. While they did return to U.S. Cellular on May 14, 2022, those charges remained on the account.Additionally, a past due balance of $895.48 carried forward which would explain why the bill has been around $2,000 each month.

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: 08/17/2022

Complaint: 17710665

I am rejecting this response because:we returned the two phones and were told a credit would be issued monthly on our bill instead. We also never removed the two tablets nor the ipad from the plan as theyncontinue to work. SO ontop of our monthly bill which is higher than we were told it would be AND late fees added, we are trying to pay off this excessive amount all at once for devices YOU have back. Youre charging for phones we do not have.

Sincerely,

*************************
Business Response
Date: 08/18/2022
August 18, 2022

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

Re: Complaint Number:17710665
Customers Name: ***************************
****Cellular Account Number: *********

Good afternoon,

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

I am understanding from ******************** response that they turned in their devices when they ported their numbers back in to UScellular on May 14, 2022. That was part of a promotion to receive credit on the account for new devices purchased. When the account closed on May 4, 2022, the previous installment contracts on those devices turned in was broken. They billed in full to the account. When a new account was opened, the amount would have still been owed. We can provide the Johnsons with a copy of their original retail installment contracts for the previous devices if they wish. ****************** also mentioned a monthly credit should be applying to their monthly bill for the new devices they purchased. I do show a credit of ***** is applying to each of the two new devices on their account.

I can understand that it can be difficult to catch up a balance not expected. We have offered additional time on payment due dates. As a courtesy, I have waived the 2 late fees shown on the account.

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

Should ****************** have additional questions, she may contact our *************************** at ************** and we are happy to assist 7 days a week from 7AM to 9PM CST.

Sincerely,

****************
Customer Service Support Team
**********************
Initial Complaint
Date:08/12/2022
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.
So I had signed up with US Cellular about a year ago. First off the price Im paying a month is steeper then what they had originally told me. When I called the first time they said it would drop after the first month that it was just the first bill. Im still paying an increased amount. Second, I have called in about 40 times in the past 12 months due to service issues Im having. Constant call drops, poor service and also data being used when nothing is running. They say it shows on their end it is being used when we simply are barely home to use it. Every time I have called I am told a different thing. I have spoke with professionals outside of the US cellular business (tech teams and also other wifi providers) they tell me it is impossible to use the amount of wifi that Us Cellular is saying Im using. So due to service always being down, the higher priced bill then what was stated from the beginning and also the poor professionalism of the company I am wanting to switch carriers. I called to do so and they are saying that I will have to pay off the phones that constantly have service issues for $1500 and also my router bill. I dont feel as if I should have to do so for multiple reasons. Not upholding to what their sales department told me from the beginning, service issues 24/7, dropping calls left and right and also for systems not working properly. I just want to switch to a different carrier and leave the corrupt business they provide behind. They have been extremely unprofessional with resolving my issues.
Business Response
Date: 08/13/2022
ugust 13, 2022

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

Re: Complaint Number: 17708129
Customers Name: *********************
UScellular Account Number: *********

Thank you for contacting UScellular about the above account.

We are in receipt of Mr. ****** complaint in which he states he has received poor data service. ************** said he has more data used and does not know why, and his bill is higher than expected.************** has now left UScellular and is asking that we waive the remaining cost for his phone.

I understand the importance of Mr. ****** inquiry. I will review the account and provide detail information below.

After review of Mr. ****** account,I see that we first talked to ************** on July 2021 about his data. We went over the data and ************** said he had an Xbox update, and we went over how it can use a lot of data with game updates. ************** did not call back until October 2021 and said he was using ******* and Xbox live. We did suggest ************** change the ******* settings for the streaming quality to save on the data. ************** did not call back until February 2022 and said he was using ******** gaming, and video streaming daily. We went over how that will use a lot of data. On May 2022 ************** called about data use and his data slowing down, we did offer a return exception and ************** declined the offer. In June 2022 we did offer a $65.00 credit for data service and ************** accepted the offer.

After extensive review of the account, I see that there were no issues on UScellulars end, and a lot of data was being consumed by **************. On August 11th, we did offer to have ************** talk to Tech support for to troubleshooting the account and ************* declined. There is no documentation that ************** has never talked to Technical Support for full review. I ask that the BBB be closed as resolved after research shows that there was no issue on UScellular end, and ************** declined the return exception in May.

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

Sincerely,
April S
Customer Service Support Team
**********************
********
Customer Answer
Date: 08/16/2022

Complaint: 17708129

I am rejecting this response because: One time they had told me it was due to the Xbox updating by itself so I corrected it and turned off the automatic updates. I have called every month since I have had the service. The response they have given is a lie and they are going off the documentation of their own employees. Just because their employees cannot do their job correctly they blame it on the customer. Theyve told me it is using data on my end but I cannot load anything it sets there and spins. I have not messed with the Xbox since I turned off the automatic updates. I work 70 hours a week and just simply dont have time. They are saying Im using 384 gb of data a month on one tv. I have spoke with actual professionals and they say there is simply no way to use that much from one tv. They guaranteed good service from the beginning and have not held up on their end. They need to start being held accountable for their lies and actions or they will continue to rip off every customer they can. Put a stop to this business and stop letting them do this to people. US Cellular, you are a joke thats why your rating is a 1. Your business is corrupt and you dont deserve to still be in business. The way you conduct your services is sad.

Sincerely,

*********************
Business Response
Date: 08/19/2022
August 19, 2022

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

Re: Complaint Number: 17708129
Customer's Name: *********************
********************** Account Number: *********

Good Afternoon,
Thank you for contacting UScellularregarding the above account. We are in receipt of Mr. ****** rejection of our original response as he does not feel he has used very much data. I do understand his concern and will review the issue and his account.

After reviewing Mr. ****** account, I see that ************** has stated to us that he uses Xbox live, Netflix,YouTube and does video streaming daily. We have explained that all these things do use substantial amounts of data. We also offered to do a return exception in May of this year which was declined. We have offered to have ************** work with our technical team for troubleshooting and was declined.

After extensive review of the account, I see there was a lot of data being consumed by ************** and we did explain the usage. I find no issues on UScellulars end.

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

Sincerely,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 08/23/2022

Complaint: 17708129

I am rejecting this response because: Never once have they given me a chance to return my devices! If they had given me the opportunity to return my devices I would have done it right away. The responses they have given are complete lies and I am tired of going back and forth with them. One time I told them I was video streaming and gaming. That was a year ago. I no longer video stream or game. I watch ******* at night 30 minutes before bed. I have again spoke with professionals on how I could use that much data and they are still telling me there is no way. I have also called their corporate office to speak with them on numerous occasions and cannot seem to get through to anybody. When I spoke with another supervisor after their last response on here, they had explained to me it seems like they are pulling my leg on their end. I need this resolved as soon as possible. Again, Us Cellular you are a joke and very unprofessional.

Sincerely,

*********************
Initial Complaint
Date:08/10/2022
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 this year and purchased phones on an installment plan. US Cellular promised me 5G speeds and good coverage. I have chatted with them through their website multiple times about the slow speeds and the drop in service and they have given me the response "we're doing the best we can". When I talked with the customer relations people they said only one instance had been recorded. I spent a week in ******* and had no data coverage the entire time. When I told them about it they said those are not our towers so it's not our fault. I have paid my **** in full and on time but am not getting the service agreed upon by US Celluar. I want to return the phones and be released from the remaining installments since US Cellular has given poor service.
Business Response
Date: 08/14/2022
Tell us why here...

August 14,2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611
Re: Complaint Number: 17698466

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

Good Afternoon,
Thank you for contacting UScellularregarding the above account. ************** states that he has not been receiving service and when he traveled to *******, he did not have service. ************** is asking to return the phone and have the installments waived due to not service.

I understand the importance of your inquiry and will be happy to review the account. I looked over the account and I do see where ************** has called in once about service back in March. Because there has only been one call and service is cancelled, we will not be able to waive the remaining cost of the phone. UScellular was not provided the opportunity to resolve any issues ************** may have experienced due to no one calling in.

Should ************** have any further concerns, he may call our *************************** at the numbers 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
**********************
********
Initial Complaint
Date:08/10/2022
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.
In June of 2022, US Cellular made an offer for a free phone. The premise being that it would take a contract for service, a trade in of my old phone and to upgrade to a different type of line. My daughter needed a new phone and before going to the US Cellular store on ************* in ********* **, I called and spoke to a representative of US Cellular. This person gave me all the particulars of the offer but never once said i had to go to paperless billing to qualify even though she could see my account while we spoke. My daughter and I went to the store on ************* and traded her phone in on the new phone and paid the taxes on the phone at that time. Never once did the store representative say anything about having to go to paperless billing to qualify even though, once again, he could see my account on the computer. When I got my next ****, i knew that there would be a charge for the new phone that was supposed to be waived, but the person on the phone and in the store said that it would take 1 or 2 billing cycles to get credit but there was an additional $30.00 fee that I did not understand. I called customer service and the young man researched my **** and informed me there was a $30.00 activation fee which was understandable, but even though he was looking at my account, he never informed me that I was not eligible because I did not have paperless billing. Today 8/9/22, I received my August **** and again there was a charge of $30.50 for the phone that had not been waived. When I called to ask when these would be waived, i was told by the young lady that I was not in the promotion because I was not on paperless billing. She informed me she could sign me up for paperless billing, which I don't want and would not have done the promotion if told I had to do this, and then file an exception to see if they would put me on the promotion and refund the 2 months. I explained the situation but to no avail. I now owe over $1000.00 for a phone!
Initial Complaint
Date:08/03/2022
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 June 22nd, 2022, my son and I purchased 2 ******** G ***** 2022 cell phones and a family prepaid plan. We were informed about a one year warranty for these devices through the manufacturer by the sales representative. While my son's phone works ********** is now defective and suffering from connectivity problems. This warranty was misrepresented as ******** provides refurbished phones instead of new phones as the replacement. The physical store location has failed to provide any resolution to this matter. I would like to return the phone for a refund.
Business Response
Date: 08/08/2022
Thank you for taking time to contact us. I am sorry to hear that your device is having a problem. The manufacture ******** *************) does support their warranty. It is at their discretion how they manage their manufacture warranty. They may replace equipment with refurbished equipment. US Cellular does support a return period of 15 days after the activation. Equipment may not be returned outside of the 15-Day Excellence Guarantee.
I hope you have a wonderful day.
Customer Answer
Date: 08/08/2022

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:07/31/2022
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 called the company due to a lot of billing issues. I'm being over charged and no one is willing to assist with this matter. Please help!
Initial Complaint
Date:07/30/2022
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.
7/30/22 I called us Cellular to cancel a line of service that is paid off. I was told they wouldnt cancel my phone effective today, that I had to wait until 8/15/22, when the billing cycle is over. I upheld my end of the contract, and want the phone canceled immediately, and do not want to pay the 2 extra weeks of service, I do not need them, I have gotten a phone somewhere else. This is not right, there is no longer a contract, and I am free to cancel service any time I want.
Business Response
Date: 08/01/2022
Thank you for taking time to contact us. Im sorry to hear that you have cancelled your service with us.
Cancellation requests will default to the end of the customers **** cycle. Termination of service may occur at any point during the month, but youll remain responsible for all fees and charges through the end of your billing cycle for that month.
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.
Initial Complaint
Date:07/28/2022
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.
In February, my *********** went into US Cellular in ********* ** to get 2 prepaid phones. We wanted to lower our **** because it was $240. We spoke to Geoff who looked at our account. He said he could give us a free ********* add another line for ******..So we have yet to pay that amount. The **** remained around $240 a month. I spoke to ********** was going to fix it. This has been going on ********** My 2nd complaint to the bbb. He told me not to pay my ****, that I would have over $400 in credits. He would protect it from getting shut off till everything was fixed. It was shut off. **************** restored it so he could fix the billing errors. Geoff has quit & I have been dealing with the store manager, but hes either busy with a customer when I call & doesnt return my call or hes not there. I have called customer service & the ********* I spoke to for over an hour. She said it should be correct now. The new **** just came out & its $320. I was charged late fees & restoral charges which were not supposed to be charged. If you remove the late **************** its still over $200. I really dont know what else to do. We just want to pay the ****** that it says we were gonna pay. You cant just give someone a price in writing mind you & not hold up to that. I will also be filing a complaint with the attorney generals office if this is not resolved within the week.
Business Response
Date: 07/31/2022
July 31, 2022

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

Re: Complaint Number: 17636724
Customers Name: ***********************
UScellular Account Number: *********

Thank you for contacting UScellular about the monthly billing statement.

We are in receipt of ***************** complaint in which he states that he was supposed to receive a free phone and the monthly service would be $164.99. **************** said his **** has been over $240.00, his service was turned off for non-payment and he now has restore fees on his account.

I understand the importance of ****************** complaint and I will review the account and provide information.

After review of the account,I see that we spoke to ***************** on July 13th, we offered to apply a $20TC credit, with a $20 off the plan for 1year, along with a $40.00 credit due to us rerating the previous bills minus the $40.00. ***************** removed device protection from the line ending in *****. After the credit is applied and the device protection is removed the balance will be $152.62 plus taxes.

On July 21st we submitted a request to waive the restore fees along with the late fees off the account. ***************** has accepted all credits and offers made towards the account.I ask that the BBB be closed as resolved.

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

Sincerely,
April S
Customer Service Support Team
**********************
********
Customer Answer
Date: 08/01/2022

Complaint: 17636724

I am rejecting this response because:as of 8/1, all restoration fees & late charges are still on the ****. If I deduct those fees off the total, the **** is still over 200. So how much am I paying this month? Can I just remit payment for the $153? Not sure why after 10 days it still says it is owed. **************** is obviously an ongoing issue. Im also really not sure what Ive already been credit, since we have had bills due every month. I also noticed that I was supposed to have a line that was only $10 & it isnt $10 on any of the bills.please explain

Sincerely,

*****/***********************
Business Response
Date: 08/15/2022
August 15, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611
Re: Complaint Number: 17636724
Customer's Name: ***********************
UScellular Account Number: *********

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

As of 8/9/22 all the late fees and restoration fees were waived on our end, and although the printed **** will not change, the account has been updated. We received ****************** payment of ****** on 8/10/22.

The plan **************** is currently on only shows on the **** an aggregated total for all 3 cellular lines. The breakdown of that is ***** for the first line, ***** for the second line and ***** for the third line without autopay and paperless. If **************** chooses to do autopay and paperless, that will save **** per line bringing the cost of the third line to *****.

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

If **************** has any further concerns, he may call our *************************** at the numbers listed below, which is available to assist daily from 7am to 9pm CST. Thank you and have a pleasant day!

Sincerely,

****************
Customer Service Support Team
**********************
Initial Complaint
Date:07/26/2022
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 purchased a ******* 21 cell phone about a year ago and have been having service issues since then. It has only gotten worse since then I frequently have dropped call, no service messages, emergency calls only or not connected to the network on my phone. I have been a customer of ********************** for at least **************************************************************** the local US Cellular office several times and each time I have been told it was an issue with the towers, so I just waited for that to get fixed. I feel that there has been adequate time to resolve this issue within the last year, but service has only declined. Today when I was in the US Cellular office I was told that I had a 25% drop call rate on the phone when service was available. My daughter's phone a ******* 22 had a 21% dropped call rate when she had service but is experiencing the same issues. I was also told that there are no plans of upgrading in my area until next year. I pay over $350 each month for service that is awful. I never had this problem with my old phone and I let this continue because I had always had good service in the past and I thought it would be resolved. US Cellular is always advertising they have the best service in the US, but that is not so in my area. I live in a rural area and my husband is a disabled veteran and we need to have a phone that works.
Business Response
Date: 08/09/2022
Tell us why herAugust 9, 2022

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

Re: Complaint Number: 17629128
Customers Name: *************************
UScellular Account Number: *********
Account Holder: ***********************************

Thank you for contacting UScellular about the above account number. We are in receipt of Ms. ***** correspondence in which she states that she has had poor service for the past year. ************ said that two phones on the account not getting service or dropping calls. ************ said she has gone to the store and was told its tower and not the phone

We can understand Ms. ***** frustration with her service not being consistent. ************ is asking for a refund and replacement. I will review the account and provide detail information below

We have reviewed Ms. ***** concern and I see that she has been to the store to review her service, but I dont see where she has spoken to our Technical Support. I ask that ************ call **************** at the number below so we can partner with Technical Support and fully review her account and assist you. After Technical Support review the account and depending on the outcome, we will decide on what the next step will be.

************ may call **************** Department directly at **************. We apologize for any inconvenience this may cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter.

Sincerely,
April S
**************** 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:07/26/2022
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 have went to the us cellular stores in both ********** , AND ********** and had told them about the cell tower located in Williamstown having connection issues. I had even called the US cellular company directly two years prior and they sold me a booster in hopes that would help. It seemed to help for a while, but now the tower seems to not stay connected to its users, as i am noticing a constant fluctuation in signal strength to no signal at all. I asked a friend who works for a competing cell company and he said that it sounded like the panels that send and receive the signals are damaged and needs looked at. The tower is US cellulars, as I had looked it up online. The information I have for it is as follows-ASR number ******, latatude-40.25098/longitude--*********, Site number-******, cluster ********, market-mo rsa 3, type - CE, ETC=yes, mtso-colu, SWcellID ****, twrstatus-owned, market nymber ******. hope this helps.All im asking for is your company to make a legitimate attempt at fixing this cell tower so all its users can utilize it. Thanks for your time
Business Response
Date: 07/31/2022
July 31, 2022

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

Re: Complaint Number: 17626585
Customers Name: ***********************
UScellular Account **************************** for contacting UScellular about the service in your area.

We are in receipt of ***************** complaint in which he states that he has been to stores in MO, and ** told ** about the tower located in Williamstown having connection issues. ***************** has purchased a booster about two years ago and it has helped until now. ****************** is experiencing constant fluctuation in service. ****************** is asking that we investigate the tower in the area and attempt to fix it.

We can always understand ***************** concern with service in the area and being able to use the phone. I apologize for the service issues with ****************** has experienced, we will do our best to assist him.

For us to fully assist ***************** we will need ****************** to provide his account number or phone number to view his account. I ask that ****************** call **************** at the number below so we can fully assist him and submit a request for a technician to check the area.

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

Sincerely,
April S
**************** Support Team
**********************
********
Customer Answer
Date: 08/05/2022

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,

***********************.

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