Business Profile

Wireless

UScellular

Headquarters

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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

847 total complaints in the last 3 years.
275 complaints closed in the last 12 months.

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

Initial Complaint
Date:04/29/2025
Type:Billing 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.
My husband has a US cellular account where we pay $30 a month for unlimited service. He doesnt use Internet. He doesnt text. He just a phone to make and receive calls. Its not a contract. We pay monthly and if his payment is late. They turn off his phone. I tried to make a payment online from my online banking account. The $30 went to an old US cellular account I used to have. started getting a statement showing ahead of $30 credit and I disregarded it for a while cause I thought it was on his account. When I finally called US cellular and asked them about it they told me they will not refund my $30. All I wanted to was apply the $30 to my husbands US cellular bill. His number is ************. They would not allow me to do this. They will not refund the $30 either. Their address is US cellular department 0205 Palatine, *********. The account number is *********. My name is ***** *****. Thank you for your assistance in this matter.
Business Response
Date: 05/01/2025
May 1, 2025

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

Re: Complaint Number: 23262737
Customers Name: ***** *****
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We have received Ms. ****** complaint, and we appreciate the opportunity to address her concerns.

Ms. ****** complaint states that she had made a $30 payment for prepaid service, but it was not applied correctly. Ms. ***** has been receiving statements showing that she has a $30 credit on the account that was billed monthly which has been cancelled since 2017. Further, Ms. ***** states that she has made multiple attempts to have the credit balance applied to the prepaid service but has been denied.

We have reviewed the account and find that Ms. ***** is entirely correct. Her $30 payment from June 2024 was misapplied to the old account. We have removed the credit balance from her old account and applied it to the prepaid service. She will no longer receive statements showing a $30 credit on the cancelled account and the current month service fee for the prepaid line has been covered by applying that credit to the prepaid line.

We apologize for the frustration that Ms. ***** has experienced trying to get this issue resolved and therefore, we have added an additional courtesy credit of $25 to the prepaid service. Ms. ****** next payment will be $5 plus tax and is not due until the 26th of **************************** have additional questions, she may contact our *************************** at *************.

Sincerely,

***** *.
Customer Service Support Team
**********************
Customer Answer
Date: 05/02/2025

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:04/28/2025
Type:Billing 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.
Cancelled final phone on 4/7/25. I was billed and paid in full for my account statement through April 25, 2025. After cancel I was billed a higher monthly amount for only 2 lines I was charged $151 from period ending March 26 - April 7. When I called to understand the charges due, she stated I would receive another bill for $114 in addition to owing the $151 for month we used for 7 days. I asked for a manager to contact me but nothing
Business Response
Date: 04/30/2025
April 30, 2025

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

RE:Complaint Number: 23260747
Customers Name: **** ****
U.S. ********************** Account Number: *********
Account Owner: ******* ****

Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of Ms. ***** concerns in which she states she cancelled her last phone line on April 7, 2025. She further advises she was billed and paid in full for her account statement through April 25, 2025. Ms. **** continues that after cancellation, she was billed a higher monthly amount for only two lines and was charged $151.00 for March 26 April 7.

Ms.**** advises she called to understand the charges due, she was told she would receive another bill for $114.00 in addition to owing the $151.00 for the partial month of service for seven days. She states she requested a callback from a supervisor but never received one. Ms. **** is requesting a billing adjustment of $265.00.

I am sorry to learn Ms. **** was dissatisfied with our service to the point of cancellation of her account and as well as not receiving a callback from a supervisor as she requested. I want to be able to relieve Ms. ***** frustrations, so I have reviewed all interactions over the past several months for better understanding of what transpired.

The port outs for the four numbers on the account occurred on the following dates this year: February 20, March 19, April 1, and April 7. As of April 7, ******** account was fully cancelled.

Ms.**** contacted us numerous times to obtain the transfer PIN required to port each number. Those interactions correspond with the dates provided above for the port outs of the lines. In addition, there is a memo on February 20 from ********* in our ******************** stating Ms. **** requested porting information due to hates our service. There are interactions from several other departments when Ms. **** contacted us for the transfer PIN with notes that there were no questions or concerns, she offered help but only wanted port information, she declined other offers, etc. The most recent interaction was on April 21 when Ms. **** contacted us and spoke ****** in our ********************. Please know ****** also works in a supervisory role as well as the ********************. She advised Ms. **** we are unable to provide credit for numbers ending 4426 and 5137, and she documented Ms. **** declined any offers.

******** March 26 statement generated for the normal monthly charge for the two remaining lines. The total was $151.81 with a due date of April 20. The April 26 bill is still calculating, but our system currently shows a prorated credit of ($37.77) for April 7 April 25 which will ultimately leave a final balance of $114.04. Again, this **** is calculating and will not generate for another one to two days, but the projected final bill/balance Ms. **** will be responsible for following the prorated credits upon cancellation of the last line will be $114.04.

I apologize for any misunderstanding given to Ms. **** indicating she would owe both the $151.81 balance and the $114.04 balance. This is certainly not the case, and clarification should have been given to her that the final bill was still generating with the prorated credit and a final balance would be reflected when the statement confirmed in the system.

Ms.**** is also concerned that she was charged more for two lines than she was for four. This thought is true since the plan she was on was the least expensive with four lines. Her total base rate for the four lines and with the data package that was active on each one was $185.00. When line ending 2126 cancelled on February 20, the base rate for the three remaining lines was $165.00. Following cancellation of line ending 4764,her base rate was left at $140.00 for remaining lines 5137 and 4426.

The last payment Ms. **** made was on March 18 in the amount of $186.04. This payment was the balance for the February 26 statement due on March 23. No payment has been made toward the March 26 statement with the $151.81 balance and with due date of April 20. The projected $114.04 final balance for the April 26 statement following the ($37.77)prorated credit will be due on May 21.

Based on research of the account, Ms. **** is being billed correctly and no adjustment is warranted. Ms. **** still has access to her online My Account, and she will be able to see the final bill with the $114.04 balance within the next one to two days once it confirms in the system.

Thank you for allowing me the opportunity to assist Mr. **** and provide clarification to her. Should Ms. **** have questions or wish to discuss the issue further, she may reach **************** at **************. We are here each day and will be more than happy to continue to assist. We look forward to hearing from Ms. **** if she has questions or needs anything more.

Sincerely,

***** *.
**************** Support Team
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23260747

I am rejecting this response because: today I received another past due notice from US Cellular for the $151. If this amount is still being adjusted and not fully processed how am I past due.
us cellular continues to email me and offer lines for $29.99 per month so I do not understand the billing practices.

Sincerely,

**** ****
Business Response
Date: 05/02/2025
May 2, 2025

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

RE:Complaint Number: 23260747
Customers Name: **** ****
U.S. ********************** Account Number: *********
Account Owner: ******* ****

Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of Mrs. ***** response to our reply regarding our billing practices. Mrs. **** states that she received a past due notice for the $151 and does not understand if this amount is still being adjusted and not fully processed how am I past due?

UScellular processes one bill each month. Any changes since the last bill processed appear on the new bill. Billing notifications are sent out automatically when an account is showing a past due amount. As was explained in our original reply, there were credits to be applied that would change the $151 balance and the new balance would be $114.04.

The Final Bill has now processed and is dated 4.26.25 for the amount of $114.04. This amount is due 5.21.25. This bill is true and correct and there are no further adjustments warranted or pending.

I apologize again for any misunderstanding given to Mrs. **** indicating she would owe both the $151.81 balance and the $114.04 balance.

Thank you for allowing me the opportunity to respond to Mrs. ***** concerns. Should she have questions or wish to discuss the issue further, she may reach **************** at **************. Our **************** Department associates are available each day from 7 am to 10 pm CST and are eager to help with any questions or concerns.

Sincerely,

******** *.
**************** Support Team
**********************
Customer Answer
Date: 05/02/2025

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. While I dont feel the charges are warranted I will pay the $114 and never use this business again and I will take to my social media account to let people know what to expect from us.

Sincerely,

**** ****
Initial Complaint
Date:04/19/2025
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.
USCellular offered a 90.00/4 lines a month deal in December, 2024. New lines would also receive a new iPhone 16.I went in on December 20, 2024 to sign up for the deal. After a month, the deal was not applied for the plan to be reduced. I called in and was told that the credit would apply the following month. The base of my plan that I currently have is $180 a month and has a $30 credit. I called **************** on April 18 to get this result again. It was told that I do not have any $90 a month promotional on my account. He said I would need to go into a store in order to get this resolved. I went into a store today, April 19, and they said that I am on the $90 month plan, but I needed to increase the tier of each of my lines in order to get the deal for the phones. This was never disclosed upon my purchase date. The expectation that was said that I would pay $90 a month and then some taxes and fees in addition. The phones would be paid for with credits over the course of their financed period. Now, being in store, they are trying to redirect me back to customer service over the phone or wait until a manager can come into the store during the week.I cannot afford to take time off of work to meet with a manager, but I also cant afford to pay a phone bill. Thats $200 a month, especially after I was promised it would be 90. I need resolution for this as soon as possible.I did not wanna have to keep tracking down a manager or calling it to customer service. I need ********************** to reach out to me to let me knowthat they will take care of my issue.Till I know this is getting resolved, I am requesting $3600 in this complaint for the total financed period That I would be locked into this plan.
Business Response
Date: 04/22/2025
April 22, 2025

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

Re: Complaint Number: 23226467
Customers Name: ***** *********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ********* complaint in which he states he signed up for a promotion in December 2024 that offered four lines for $90 along with new iPhone 16 devices that would be paid for with credits over the course of the financing period. Mr. ********* contacted customer service about his bill that was $180 for his plan with a $30 credit and was told he did not have the promotion and was referred to the store. When he visited the store, he was told he did have the $90 plan promotion,but he needed to increase the tier of each of his lines to qualify for the free phone promotion. He states he was not told about the increased tier to get the phone promotion, and he was directed to come back to the store when a manger was available or continue with **************** to resolve the ******************* ********* is requesting a $3600 adjustment.

We are truly sorry for the frustration we have caused Mr. ********** We understand how important it is to have the promotions you expect to receive. My name is ***, and I appreciate the opportunity to resolve Mr. ********** complaint.

Upon review of Mr. ********** account, I can confirm he has the discount $7.50 per line totaling $30 to make him eligible for the four lines for $90 plan promotion. The increased data tier that was $10 per line gave Mr. ********* access to additional features such as ************** HD Streaming, Hotspot, and Call Guardian Premium. The increased tier was not required for the promotional phone credits. On April 21, 2025, Mr. ********* was downgraded to the basic data package for each of his lines in our store. The changes will reflect on his next bill bringing the plan cost down to $140 before discounts. The $30 plan discount and device credits will continue making the plan $110 plus taxes and fees. To receive the additional $20 discount, making the plan four lines for $90, Mr. ********* must sign up for both paperless billing and an eligible autopayment method such as a checking account or eligible debit card. Each line receives a $5 discount totaling $20 for four lines. The autopayment must be set up via Mr. ********** online My Account.

As a gesture of goodwill, we have issued an $80 credit to Mr. ********** account to help offset part of the charges from the increased data tier on the account. We are unable to credit all data tier charges as we can see the devices used the additional features included in the increased data tier.

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

Sincerely,

*** *.
**************** Support Team
**********************
Initial Complaint
Date:04/18/2025
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 Oct 2024 US Cellular had a promotion for it's members called US Days. Each day you could enter to win the prize of the day. Later I received an email advising me I had won a smart watch. Being skeptical, I took my message to the US Cellular office in ******* to confirm. After calling the attached number with the sales person in the oshkosh office, I was informed it was legit. The US Cellular person on the phone said I could select any smart watch up to $350. That person also said the credit would be applied to my account. I selected my watch, paid the taxes and took it home. My next US Cellular bill had a device charge. When I called them, they said the payment was included, when the full amount was paid the credit would be applied. No information was shared with me regarding additional monthly payments....never in our conversation. I called them to complain and tell them this was BS, I offered to return the stupid watch if it was going to mean extra monthly charges-which were not communicated to me-they advised my 30 day window was over. I have been calling them monthly since then to complain (again and again for 6 months). At one point they also mentioned something about the credit taking about 3 statements to show up-another point they failed to mention. The credit is still not showing and my monthly bills are still being charged a devise fee. I'm hoping if you get involved, US Cellular will apply the full credit and I can pay off my phone and move to a more honest cellular company.Unfortunately, since I took them at their word, I have no supporting documents. If returning the stupid watch to eliminate any further additional payments at this time is an option, I'm ok with that resolution.
Business Response
Date: 04/20/2025
April 20,2025
Better Business Bureau of *******
Attention: BBB Customer Relations Representative
******************************
*******, ******** 60601
Re: Complaint Number: 23224623
Customer's Name: ***** *****
U.S. ********************** Account Number: *********
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Mrs. *************************** in which she states she received an email advising she won a free watch. She was skeptical of the offer, and visited her local store, who confirmed she could select any smart watch up to $350, and credit would be applied to her account. Mrs. ***** says paid the taxes and took her watch home, then received charges on her next bill. Mrs. ***** also shared with us; she wasnt advised there would be additional charges monthly, and tried returning it, however, she was outside of our return period.
Its never our intention to mislead our customers regarding our promotions, and wed like to sincerely apologize for the misunderstanding that may have been provided. My name is ******, and Ill be reviewing this matter today for Mrs. **************** carefully reviewed the details of our Connected Wearables Offer Get A Free Watch(Up To $350 Off) promotion, and customers who won this offer, were required to go in-store for redemption, as this promotion required our customers to purchase a new connected wearable on an 12 month accessory installment plan agreement,they were also required to add a wearable paired plan, or wearable standalone plan between October 29 and December 12, to qualify to receive the monthly credit of $29.17. Ive listed the promotions requirments below.
Purchase of a Connected Wearable
Activation on a Qualifying Connected Wearable Plan
Eligible Plans:
Wearable Paired Plan*
Wearable Standalone Plan*
*Activation must occur by 12/12/24; failure to activate will result in loss of promo credit
Paperless Billing
Offer paid via monthly credit of $29.17 for 12 months

Our records show Mrs. ***** signed an Accessory Installment Plan agreement on 10/30/24. We also were able to confirm through the notes added to Mrs. ****** account, she contacted us on a few occasions (11/19 and 12/20/24,1/29 and 2/19/25) to address this matter. Our representatives documented they had explained the promotions details and why Mrs. ***** did not qualify.
On 2/19, ********* was transferred to our ********************* as she requested to cancel service because she hadnt received her promotional credits. Our representative provided credits for the months billed and shared the promotion requirements.
On 2/23 Mrs. ***** contacted our customer service team because she received a notification advising she does not qualify promotional credits. Mrs. ***** spoke with our retention department again on 2/25/25. Our representative shared with Mrs. ****** she had to add an wearables plan to receive credits.
We value ********** business, and *** partnered with our retention team, in efforts of providing an alternative solution as Mrs. ***** will no longer qualify for our Free wearable offer, because a wearable plan was not activated by 12/12/24.
Our records show Mrs. ***** is on our Unlimited plan which provides unlimited calls, texts and data for the low cost of $39.99 per month. Mrs. ****** plan has jam packed features and awesome pricing, and because of this were able to offer Mrs. ***** an extra 25% off its costs, which equates to $10 off a month, for six (6)months. This offer will expire 5/2/25. If Mrs. ***** accepts this offer, shell need to contact our **************** Team at ************** or 611 from her cell phone and ask to be transferred to our retention department.
Thanks for allowing me an opportunity to review this matter. Should Mrs. ***** have any further concerns, pleas have her give us a call using any of the numbers listed above.
Sincerely,
****** *. | U.S. Cellular |**************** Support Team | **************
Customer Answer
Date: 04/21/2025

Complaint: 23224623

I am rejecting this response because: i was NEVER informed that I needed to add any service OR was required to pay ANY additional payments to my monthly plan. Even tho I asked the is cellular representative on the phone 'what's the catch?'
He simply said I could choose my watch and the credit would be provided.
I feel us cellular failed to provide clear details of the 'free watch promotion'
I want out of my us cellular contract. I want to return this stupid watch and be done with them

Sincerely,

***** *****
Business Response
Date: 04/22/2025
April 22, 2025

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

Re: Complaint Number: 23224623
Customers Name: ***** *****
************************** Account Number: N/A

Thank you for contacting U.S.Cellular in reference to the above account. We have received Ms. ******* rejection regarding the promo for the SmartWatch that she won.
I have reviewed Ms. ******* account, and while I understand the frustration that Ms. ***** has expressed, we have offered Ms. ***** credit for the promo that she was not receiving. From what I can see, she called in today and received a credit in the amount of $29.16. If Ms. ***** wants to pursue cancellation, we request that she call our ***************************** to do so, this is the same department that offered and applied credit to her account today.
Please be advised that we cannot cancel accounts through any email correspondence, even if requested through the Better Business Bureau. We are asking that this complaint be closed, and that Ms. ***** take the necessary steps to complete her request.

Should Ms. ***** has additional questions; she may contact our *************************** at *************.

Sincerely,

Customer Service Support Team
U.S. **********************
Initial Complaint
Date:04/17/2025
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 took a phone line off of my plan last month and Im seeing charges for it that should not be there.
Business Response
Date: 04/19/2025
April 19, 2025

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

Re: Complaint Number: 23216405
Customers Name: ******* ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* complaint in which she states that she cancelled a line on her account in March. She stated that she is still being charged for that line on the current bill.

I can understand Ms. ******* concern about continuing to be billed for a line that is supposed to be cancelled. I will be happy to review the account.

After reviewing the account.I see that Ms. ****** did contact our Webchat team on March 24th to advise that she wanted to cancel the line ending in 5942. When a customer wants to cancel their service, they need to speak with our Solutions team. When ********* contacted webchat, they set a follow up with our Solutions team to call Ms. ****** to discuss the cancellation of that line. I show that Solutions attempted to call Ms. ****** twice on March 26th. We were unable to speak with her at that time and a message was left asking to call us back. I see that Ms. ****** did speak to Solutions the evening of March 26th; Ms. ****** advised us that she wanted to hold off on cancelling the line. Per her request, no changes were made to the line.

Ms. ****** contacted Webchat again on April 17th to advise that she wants to cancel line 5942. Solutions contacted Ms. ****** the same day. We suspended the line and set it to cancel on May 5th, which is the end of the billing cycle.

Due to Ms. ****** declining to cancel that line in March, she was billed for the current month of service. These charges are valid and would not be waived. The line is scheduled to be cancelled on May 5th. Ms. ****** will not be billed for service on the 5942 line after that date.

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

Sincerely,

******* *.
Customer Service Support Team
**********************
Initial Complaint
Date:04/16/2025
Type:Sales and Advertising 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.
Regarding account no *********, my name is **** ******. I have had us Cellular for awhile. My monthly bill is around ****************************** is insane. Recently, the Internet doesn't work half the time and videos buffer all the time. I simply want a less costly prepaid plan that offers texting and reliable internet.
Business Response
Date: 04/16/2025
April 16, 2025

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

Re: Complaint Number: 23211430
Customers Name: **** ******
********************** Account Number: *********

Thank you for contacting UScellular, we are in receipt of Mr. ******* complaint regarding the amount of his monthly bill and internet buffering. Mr. ****** is requesting a less costly plan and reliable *********** name is ***** and I welcome the opportunity to review Mr. ******* account.

In review of Mr. ******* current plan, there is an opportunity to receive a monthly discount for participating in Auto pay &paperless billing. Auto pay would need to be set up using a routing and account number, or a debit card.

Mr. ****** mentioned that his internet doesnt work half the time and that the videos buffer all the time. In review of his usage, he uses roughly 132GB per billing cycle. While our plans are unlimited, after 100GBs are reached during a billing cycle, the data is slowed to 3GB speeds which can cause buffering.

We certainly understand the importance of having both an affordable and a reliable service. I strongly urge Mr. ****** contact our *************************** to discuss a more cost-efficient plan, that offers priority data and to sign up for auto pay and paperless billing to receive a discount to lower the monthly bill.

I hope this information has been helpful. We look forward to hearing from Mr. *******
Thank you, have a pleasant day!
Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ***** *. | Customer Service Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 04/17/2025

Complaint: 23211430

I am rejecting this response because:
I was never told by customer service previously that enrolling in paperless billing and auto pay reduces monthly charges. So, as a loyal customer I have been paying additional fees because no one told me this? Can you please give me a one time credit on my bill reflecting this for 2 months? I am pending disability and am off work, so I am pinching Penny's. Thank you!
Sincerely,

**** ******
Business Response
Date: 04/18/2025
April 18, 2025

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

Re: Complaint Number: 23211430
Customers Name: **** ******
********************** Account Number: *********

Thank you for contacting US cellular in reference to the above account. I am in receipt of rebuttal complaint in which Mr. ****** would like a onetime credit for being a loyal customer

We greatly appreciate the opportunity to review the account. Customer satisfaction has always been our companys primary goal. We strive every single day to provide all our customers with the ideal experience in all dealings with our company.

We would like to ensure Mr. ****** knows he was not billed any additional fees. Autopay and paperless billing selection is an option online to lower the cost of our plans and services. We can confirm he has recently enrolled so the savings will reflect soon in his billing.

To ensure Mr. ****** knows all discount options available we would like to mention we participate in Military Discount and a Partner Employee discount as well. Each discount has different qualifications but should Mr. ****** want to learn more we encourage him to call in a speak further with a representative or visit us online at ************************** for details. As a one-time courtesy we have applied 1 month auto pay courtesy credit of $10.00.

Should Mr. ****** have additional needs please contact our *************************** at *************. Thank you and have a pleasant day!

******** E | U.S. Cellular | **************** Support Team | **************
Customer Answer
Date: 04/21/2025

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:04/15/2025
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 was charged ***** for over a year for accessories I did not purchase. It all started in 2023 when I went in to my local US Cellular store and the employee added accessories to be billed out to my bill. When I noticed the charges I went back in and was told the employee was terminated for just that reason, stealing from customers. I called and complained, chatted and complained, went into the store several times at which point I was told a manager would contact me every time I went in. I never ever was contacted regarding this. I paid ****** and was stolen from. I went to the store again today and was able to speak with a manager who informed me they would do nothing ! So, I just get stolen from and that's that? I would appreciate this to be taken care of please. My name is ******* and my phone number is ************. Thank you for your time. *******
Business Response
Date: 04/16/2025
04/16/2025
Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
************************************************************;
*******, IL 60611
Re:Complaint Number: 23207621
Customers Name: ******* ******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular. We have received the above complaint stating that ********* purchased accessories outright but was billed via a Retail Installment over a 12-month period. Ms. ****** states this started in 2023 when she went into the local US Cellular store and the employee added accessories to be billed out to their bill. When Ms. ****** noticed the charges, she went back to the store and was told the employee was terminated for just that reason, stealing from customers.We cannot provide information regarding the employment of any associate.

Ms. ****** states they have called and complained, chatted and complained, went into the store several times at which point they were told a manager would contact them and never received any follow up. Ms. ****** states they paid $639.00 and feels they were taken advantage of.

We appreciate Ms. ****** taking the time to tell us about the issues they have experienced. We apologize for any frustration that we have caused, and we appreciate the opportunity to investigate this matter further.

Upon reviewing the account, I show that Ms. ****** did sign a Retail Installment contract on 9/27/2023 which included the financing of multiple accessories for $641.84. The accessories would be billed each month for $53.40 for 12 months. Ms. ******* account is not showing a payment made for $641.84 on 9/27/2023.

Should ********** have any further questions or concerns, she may contact our *************************** at **************.

Sincerely,
****** *.
Customer Service Support Team
**************************
Initial Complaint
Date:04/14/2025
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.
I went to the US cellular store in ******** Mo to switch my phone plan to an international plan for my trip to ***** on March 24th 2025. I attempted to get a new plan two times prior to my trip. Both times, they told me to call 611 the day before my trip. I called the number on March 23rd and was told I couldn't switch to international because I had a prepaid plan. I went to the US cellular store in ************* before my flight on March 24th and got an international plan. After the plane was in the air I had no phone service until I got back to ******* on April 1st. I don't feel like I should pay for something that never worked and I would have never switched to a different phone plan from my previous prepaid account for something that didn't work. My previous prepaid account was paid until April 21st, 2025. I have made many calls since March 23rd to get this resolved. No one has been helpful in any way. I made an attempt to resolve it in person at the *********** store on April 14th. I was told that I needed to go to the corporate store on the other side of town because they were a third party store. I went to the other store as I was directed to do. I was told that they can't resolve billing disputes and that there isn't any guarantee international plans will work. Us cellular customer service has been terrible during this problem.
Business Response
Date: 04/17/2025
April 17, 2025

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

Re: Complaint Number: 23203797
Customers Name: **** ********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of **** Spaldings complaint which states our customer had to move from a prepaid plan to a postpaid plan to get an international plan added for travel. The plan did not work,and our customer has invested a lot of time and back and forth travel trying to get back on the previous plan and get their international charges reversed.

As a consumer myself, I can understand the importance of keeping a connection abroad. I apologize to our customer they were unable to connect and have had to go through additional steps to have this all reversed.

In review of the account, I do see notes that an engineer was able to review a ticket that was placed on our customers account about the international use. The engineer reviewed and stated due to an error the device would not work until the customer was returned to the *********************************************. This is very unfortunate, and we regret hearing this was the case.

I see the resolution of this matter is to refund the charges and move the customer back to their previous prepaid plan with the credit available until 4/21/25. We are happy to honor the resolution; however, we cannot change the account type through written ***************** save our customer the time of asking again for the refund, I have applied a full credit for the international charges and additionally noted the account that once moved back to the prepaid plan, we will apply a 1-month credit for service on that account as well.

We hope this resolution is suiting for our customer and we apologize again for the error. Please contact us at the number below to have the account moved back to prepaid. Should our customer have any further concerns, we ask that they dial 611 from their cell phone or contact us at **************. Please have a pleasant week!

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 04/18/2025

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:04/14/2025
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.
04/13/2025 - US Cellular was supposed to automatically unlock my phone when it was paid off, this didn't happen, phone paid off weeks ago. I have switched to a new carrier but can't get my new carrier activated because my phone is still locked by US Cellular. I attempted to get them to unlock this phone, but they keep telling me it takes 24 to 48 hours to do this. Now, if they were supposed to do this automatically and didn't why am I being penalized now and having to wait because they won't click the unlock button. I cannot do my job without my cell service. This is ridiculous that I have to wait and cannot do my job because they won't click a button.
Business Response
Date: 04/16/2025
April 16th 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
***********************************************************>****************

Re: Complaint Number: 23201457
Customers Name: ***** *******
************************** Account Number: *********
******** *******

Thank you for contacting U.S.Cellular in reference to the above account. I am in receipt of Ms. ******* complaint in which she states that her phone is not unlocked after paying off the device. Ms. ******* is requesting that we complete the unlock.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address Ms. ******* concerns with the unlock status of her phone.

According to our records, the phone in question is already unlocked in our system and the Ms. ******* should be able to proceed with activating her device with her new carrier. Ms. ******* spoke with our *************************** on April 15th, and we advised her that the phone she will need to factory reset the device to clear any network restriction.

If the device is still not able to be activated, Ms. ******* may need to contact the new carrier to ensure they are entering in the correct IMEI number.

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

Sincerely,

*** W
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:04/08/2025
Type:Order 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 using this companies internet service as there was minimal options for my location. I was told there was strictly no no contract and no cancellation fee. After 2 billing cycles with this service I found a much better alternative and tried to cancel their service. I was given an ultimatum of; pay the remaining $400+ for the hardware, or be forced to keep paying for the service. I offered to return the hardware as its essentially brand new, but was refused. Additionally I continue to be charge $100 more than my bill with NO explanation. The first time I was told it was for proration, but this month makes no sense whatsoever.
Business Response
Date: 04/09/2025
April 9, 2025

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

Re: Complaint Number: 23177233
Customers Name: ***** *******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We have received Mr. ******* complaint. Mr. ******* states he started using our internet service as there was minimal options for his location. He says he was told there was strictly no contract and no cancellation fee. After 2 billing cycles he wanted to cancel the service but was told he would need to pay the remaining $400 for the equipment. He offered to return the hardware, but that solution was refused. He also states that he continues to be charged $100 more than he expected with no explanation and that his bill does not make sense. He would like as a solution to be refunded for the equipment he purchased.

My name is *******, and I appreciate the opportunity to address his concerns. I know its important to watch every dollar these days and am sorry to hear that we have not met his expectations.

I have reviewed Mr. ******* account. He started service with us on 2/3/2025. Please find attached a copy of the contract that he electronically signed. At UScellular we do have a 15-day excellence guarantee, a period of time in which you can return the equipment for a refund, but Mr. ******* did not ask to return the equipment within that time frame. Regretfully we are unable to honor his request for a refund.

On his first bill he is charged $57.88 for the time frame 2/10 through 3/6, and then he is billed $59.99 for the time frame from 3/7 through 4/6 since we bill 30 days in advance. He is charged $6.99 for Device protection and $5.33 in fees and taxes. Because of pro-rated charges this bill is higher than his future bills will be.

His next statement, which is currently being processed,should show a monthly plan charge of $59.99, an installment payment of $12.50,Device Protection charge of $6.99, and fees and taxes. A good estimate of his bill would be about $85.00.

I hope my explanation of his bill has been helpful. Should Mr. ******* have additional questions, he may contact our *************************** at *************.

Sincerely,

******* *.
Customer Service Support Team
**********************
Customer Answer
Date: 04/21/2025

Complaint: 23177233

I am rejecting this response because: Hello, This is ***** *******, I'm reaching out in regards to my complaint on US cellular. This took too long for the timeframe I was given for me to respond, but I am absolutely not happy with how they responded. I have zero option to get out of a plan that did not perform as advertised. I was offered no feasible way out of a plan I did not sign a contract for. I fully expect them to either allow me to return the hardware that is BRANDED US cellular, or just waive the fee to pay it off. I will not be forced into paying for something worse than advertised with no way to back out of it. Their unfair "15 day return policy" on the hardware makes customers quit and return the hardware before one full billing cycle's worth of usage. They claim "no contract" to entice people to try their service, but give you half a billing cycle's worth of time to figure out that it's unfair. I will not stop pursuing this until they take the hardware back, or wave the fee. I have ZERO intentions of even using tha US CELLULAR BRANDED hardware if it was even paid off. I ask that the BBB provide myself and others with support against an unfair predatory business that likes to set customers in traps they can't pay off. Additionally, US cellular states on the phone that they do in fact record calls, I'd welcome you to seek the conversation I had with that representative to better support my side.Thank you.

Sincerely,

***** *******
Business Response
Date: 04/21/2025
April 21st, 2025

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

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

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

We are in receipt of Mr. ******** complaint rebuttal. We are happy to review and assist.

Mr. ******* requests that we allow him to return his equipment or waive the fee to have the equipment taken care of. As stated in our previous reply:

I have reviewed Mr. ******* account. He started service with us on 2/3/2025. Please find attached a copy of the contract that he electronically signed. At UScellular we do have a 15-day excellence guarantee, a period of time in which you can return the equipment for a refund, but Mr. ******* did not ask to return the equipment within that time frame. Regretfully we are unable to honor his request for a refund.

On his first bill he is charged $57.88 for the time frame 2/10 through 3/6, and then he is billed $59.99 for the time frame from 3/7 through 4/6 since we bill 30 days in advance. He is charged $6.99 for Device protection and $5.33 in fees and taxes.Because of pro-rated charges this bill is higher than his future bills will be.

His next statement, which is currently being processed, should show a monthly plan charge of $59.99, an installment payment of $12.50, Device Protection charge of $6.99, and fees and taxes. A good estimate of his bill would be about $85.00.

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

Sincerely,

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

Customer Answer
Date: 04/23/2025

Complaint: 23177233

I am rejecting this response because:

Sincerely,

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

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