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:09/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I had to the 28th of September but they turned me off on 9/16/2023 all calls are recorded when you call * *** *** **** were the guy I talked to told me I had to the 28th to pay the $*** and they will not turn my phones off but they did anyways.

  Business Response

  Date: 10/05/2023

  October 5, 2023
  
  Better Business Bureau of Chicago
  ********** *** ******** ********* ********
  *** * ****** ****** ***** ****
  ******** ** *****
  
  Re: Complaint Number*********
  Customer’s Name: Joseph ********
  U.S. Cellular Account Number: *********
  
  Thank you for contacting U.S. Cellular in
  reference to the above account. We are in receipt of Mr. ********’s complaint
  which states he was told he could extend his payment until 9/28/2023 but was
  suspended on 9/16/2023. He is requesting a bill adjustment.
  I can understand the
  importance of correct billing. I regret hearing our customer is unsatisfied
  with the accuracy of our billing department. My name is Diedra, and it is my
  pleasure to investigate this issue for our customer.
  In review of Mr. ********’s
  account and correspondence with us, we advised the customer on 9/14/2023 in a
  Web Chat response that we could not extend his payment until 9/28/2023. We then
  spoke with him on the phone the same day, 9/14/2023, and advised him we could
  not extend the payment arrangement without a partial payment of 327.00. Mr.
  Nowotnik’s set payment arrangement was for 9/15/2023. We did not receive
  payment and the customer suspended. On 9/16/2023, we spoke to him and advised
  him again that we cannot extend the arrangement or offer any credit to his account.
  He requested a supervisor and was informed of the same.
  I regret hearing Mr.
  Nowotnik was unhappy with our arrangement agreed upon. To protect our business
  and customers alike, we have a strict policy on how many days delinquent our
  system allows for extensions of payment. We had already given the max time
  allowed and could not go further. We appreciate all our customers and we hope
  to be able to serve Mr. ******** with pride and respect for a long time to
  come.
  I would like to thank Mr.
  Nowotnik for allowing me to review this correspondence and respond. I hope this
  helps provide some clarity for the payment arrangement. If Mr. ******** has any
  further inquiries, we may be contacted via BBB or (888) 944-9400. We are open 7
  days a week from 7AM to 10PM CST. Thank you and have a pleasant week!
  
  Sincerely,
  
  Diedra W.
  Customer Service Support Team
  U.S. Cellular®