Complaints

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:05/06/2025

  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 12/20/2024, I was in our local ******* to buy a flip phone. The guy from OSL, ****** ******* offered me a flip phone. He said the phone after 3 months would be free from ***** I tried to return it after 7 days because it was a very old model and I was told that I couldnt return it. I paid $7 per month for the first3 months. Then on the 4th month i was charged for the phone again. I went back to see ****** and at that time he told me it may take longer. I have been paying this whole time for a phone I was told was free. On 4/21/25 I went back again and he told me to contact the **** loyalty department. When I called the **** loyalty department they said they never heard of ***. So now I am stuck with an old refurbished SE 3rd generation 64 GB with a balance of $224.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 16, 2024 myself and my husband **** were shopping at ******* and was told about a special for cell phones from an employee named Justin who was working behind the counter in the electronics department. He stated that there was a special on iphones where we would get 2 cell phones for $10.00 each as long as we had an active *** line, which we do. Several months later, I look at our *** bill and it shows that we owe a total of $2000.00 for these phones. Person we need to contact ******** which I did call several times and the manager of the store and the ethics line have not responded to me regarding this matter. I called the guy who assisted us as he gave his phone number to us in case we needed help when we got home and he states he no longer works for ******* but he did send me the offer/promotion and states that I should not have been charged for these phones. He also provided me with the contact number for his manager who assisted him that day, his name is Joe, and his phone number is ###-###-####. I called and spoke with a Kelly who told me that someone by the name of Paul would contact me. I then called the ethics line and they would not assist me and transferred me to the online department, who stated that they would file a report for me and that the manager would contact me within 48 hours, it has now been several weeks. I am willing to give these phones back as we were told they were basically free to us, there is no way I would have gotten these phones under any circumstance paying this type of money. We were told one thing and another happened. When I called ******* and spoke with Kelly, she stated that our purchase was in the computer, but that it did not show who completed the transaction. No one from ******* has made any attempt to contact me and I have done everything I can to get assistance. I have attached the information that the employee sent to me as it relates to this promo and the fact that we should not have been charged.

• Initial Complaint

  Date:02/07/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 bought 2 phones from this company at the ******* in ******* wi. First they were suppose to be on 2 separate accounts. That didn't happen. The 2 employees that sold me the phones told us the phones were a 45$ prepaid account. I never signed anything for a contract at all with them. I was never given any paperwork even stating that it was a contract. Myself and my husband asked multiple times making sure this was all a prepaid phone. We were assured it was prepaid just that after we paid for the phones we would have to call us cellular to set everything up so it would come directly out of our account. Well now they are trying to tell us it's a contract phone and that if we want prepaid we have to pay 350$ for early termination. I have been to the store over 10 times and to multiple US cellular stores and called customer service multiple times and no one will help us. We told them we will stay with us cellular just switch us to the prepaid like we were told. Now remind you I never once signed on any piece of paper or put my initials anywhere stating that I agreed to a contract. I was not given any paperwork saying I was in a contract and the 2 phones were not to be on an account together because I bought the other phone as a gift for someone because I was told they were prepaid phones. But that's not what ended up happening and now no one will fix it without trying to charge us 350$ for each phone for early termination. I need helping fixing this

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Last July a man named ***** talked me into buying a new iPhone 14 and switching to ATT. He said my bill will only be $60 a month. It took ***** two weeks for my new phone to have my original phone number claiming its because many years ago I used ATT and that messed up their computer. This past December 20th I went to ATT store to pay my bill in person with cash and the girl that works there said my bill is $122. She informed me that I am being charged for two phones and two phone lines. She also told me that according to her computer it was ****** that sold me the phone and tacked on another line. This is untrue. There is no ******. It was *****. When I text ***** to tell him ATT has been charging me for two lines he just replies Ill call you tomorrow. He never does. ***** works for a company called OSL Retail services. *** is who sells the phones at *******. I have called OSL and they always say somebody will be getting ahold of me. Nobody ever does. *** wont help me saying its ******** fault. ******* says its **** fault. *** says its ATTs fault. Come to find out this is a common scam used by some employees of ***. Its because theres a triangle of companies blaming each other knowing nothing will ever be resolved. Ive been paying for two phones and two phone bills every month which I never signed up for. I dont have another phone. I dont have another phone number. I am just a single 50 year old living alone. The ******* where ***** works at through OSL Retail services is in ***********************. What can I do? Thank you.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2 iphones from an *** *** at ******* in ****. The *** lied about the price of the phone (said they were $650 each, but they were $730 each) and also lied and told us if we paid for 1 month of service from ******* (which was $255), we could pay off the phone and ******* would unlock the phones, which is not the case, ******* said we have to pay for 3 months of service before they will unlock the phones. I do not get ******* cell service at my house, nor does my husband get verzon service at his work and I need to cancel the phone servcie that I am not able to have.. The *** *** now tells me that I can only return the phones to the location of purchase, which is about 16 hours round trip, which would incur additional expense. As soon as I learned of the ******* truths and they will not sell me the phones and unlock them, I immediately have been trying to reach OSL for resolution, but have have no luck.

• Initial Complaint

  Date:08/19/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 Aug 2, 2024, Wife and I were at ******* at **** **** ******* ****, ****, ** *****. An OSL agent (Justus R. lied to us. He stated we could get 2 new Iphones and the cost of 2 lines at $75 a month. He stated that if we paid the initial down payment for phones, we would get them for free. He stated we would be billed each month the cost of phones, but also on that same bill, we would also be credited for the 2 phones. Agent stated that if we kept the phones/plan for 18 months the phones would be paid off. While sitting with Agent, I overheard his coworker (Ray'al) telling someone else that they could get new Iphone for only $55 a month. When I asked Justus why his coworker was telling other cutomers this, he stated that she shouldnt be telling them that, and that his coworker was new. When I later told his coworker this, she was shocked and stated that he was lying and he was the newer employee. I received a bill from **** and then realized that I was lied to/scammed. The attached bills have been uploaded. Took this issue to ******* who said they would look into it but never heard back from them. After discovering what had happened, my wife and I returned to ******* 3 or 4 times to see if we could find this agent. His coworker advised us that he would be there on a particular day that week (Thursday, and Saturday) but agent never showed up. Also, as can be noted on the unsigned contracts, which I had to later fight to get copy of, the down payment stated $0 for both phones. We did receive reimbursement from ******* for initial $102.06 we paid for two phones. This "made-up" plan is ending up costing me $50 a month then my original plan. Both my old iphones were paid off. Agent also never told me that the plan only is 4G, instead of the 5G we had with out other plan.

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  OSL's employee Veronica used expletive language when I was in a ******* in ***** ** on 06/26/2024. She gave me a fake email address to make a complaint. I could not reach the company at the number listed ###-###-####.

• Initial Complaint

  Date:06/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Manager, for OSL, *****, [***'t know last name] who oversees selling of phones in ********* in *********, *********, *******, ******** told us that we could change cell service to **** through him, our bill would be $88.00 a month for 5 lines with my daughter's ******* employee discount. He spoke with my daughter on 3 different occasions[ I was there for 2} and told her, us, the same thing every time,. He said we could add her as authorized user to get discount of 35% We spent 4 1/2 hrs on 5/10 in ******* ******* trying to change our phones over. We changed 3, had to come back ******* system shut down, to do other 2, went in on 5/13 to do the other 2, system shut down, went to **** store to finish the transfer. Went back to ********** in ********* 5/29 to trade in husband's phone, he had been out-of-town. ****** (**** employee) informed us that there isn't a discount of 35%, they *** have discounts that high, daughter has to be acct. holder to get her discount, she's 17 so she can't, cant transfer all accts. to one acct. no. for 3 months and we are paying $71. per line, not including taxes and fees. It was past 14 days, so couldn't cancel, we are now paying $350 per month for 5 lines when we had a plan with Cricket wherein we had 5 lines unlimited texting , calling, data and we paid $125 a month. We would never have switched if ***** had not lied to us. He gave us COMPLETELY FALSE information. I'm now in a 3 yr. contract. and paying 3X what I was paying. I didn't have a contract with Cricket. He completely mislead us on all accounts and I am furious. ****** told us that they get alot of complaints about this guy and the company he works for and she felt bad because we were completely lied too and screwed over by him. My husband is disabled, we are on a fixed income, now I have to pay 3X times more because this guy wanted to meet a quota, so he lied and mislead us.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2/8/2024 I purchased Samsung phone from OSL ******* location on **** Street in Eastlake Ohio. That phone caught on fire on 2/10/2024. I returned the phone and because it was under warranty, they replaced it. So far so good. A few weeks later I get a bill for $311.64. The bill was unusually high so I contacted AT & T who I feel is also complicit in this matter. They informed me that I am being billed for 2 phones and 2 lines. I have one phone. I did not sign any agreement. I simply purchased a phone. Now I am learning that I am being billed for 2 phones, 2 data plans and an installment plan on each phone of $3.31 per month for 36 months. I have tried to reach the individuals at OSL but they have not been in all week and have not returned messages. I feel this is deceptive business practices and neither entity is accepting responsibility. I did not sign an agreement for any of this and want all fees and extra charges removed. ** * * is well aware of OSL scam and has the ability to revoke these licenses. They refuse to assist me even after I filed a fraud complaint. Since I do not have a working phone or access to my email, I can only be reached at work, M-F from 8 am-4:30 pm. It is acceptable to leave a message. I need my phone to keep in contact with my elderly parents who rely on me.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  3/15/2024
  amount altogether was $160 for down payment of phone, activation fee, and month phone service I didn't use.
  order number is **********
  the company is both between OSL and *******.
  
  I went to ******* and wanted a prepaid phone and instead got talked into a contract phone, which I never put down a signature for, nor did my husband, after she reinsured me it was prepaid. I did cancel my phone service through *******, but I still have a $60 phone bill when I only had service for 4 days and didn't even use it. Now, I go to ******* to return the phone and OSL retail people aren't even there, even when I called and talked to the person and said I would be there, she left before I even got there, so I couldn't even return the phone. And I can't get the $60 phone bill part because they blocked me from my account info after cancelling the phone, but I have and gave proof of the activation fee and the down payment for the phone.