Business Profile

Wireless

Array Digital Infrastructure

Headquarters

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Complaints

This profile includes complaints for Array Digital Infrastructure's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

816 total complaints in the last 3 years.
274 complaints closed in the last 12 months.

If you've experienced an issue

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:03/30/2026
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 been a satisfied customer of REMOVEDfor over 30 years. Now they have been bought out by REMOVEDand with not provide the same service that I need. I feel that should entitle me to seek a different carrier that will provide the service I need. However, US Cellular will not unlock my phone so I can transfer. Since US Cellular is in breech of contract I want to be free to connect with a different carrier.
Business Response
Date: 03/31/2026
March 31st, 2026

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

Re: Complaint Number: REMOVED
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

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

We are in receipt of the customers complaint in which they state that UScellular is refusing to unlock his device REMOVEDGalaxy S25).

The customer has been advised several times that this device is showing as unlocked by UScellular and that a factory reset may be needed to remove the lock. The device may appear to be locked due to a bug in a security update from January 2026 provided by REMOVEDcausing the device to think it is locked when it isnt. This is why a factory reset may need to be done to remove this bug and unlock the device and the customer was advised to contact REMOVEDregarding this.

The customer has been advised by several different UScellular associates that the factory reset needs to be done to unlock the device, otherwise it will remain locked until this is done and this is the customers responsibility to perform this.

Should the customer have additional questions or require further technical support, they may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED
Customer Answer
Date: 04/01/2026

Complaint: 24695838

I am rejecting this response because: The factory reset advised by US Cellular would have deleted all the data I had on the phone. At this point it doesn't make any difference as I now have a new phone from a different carrier and my data is transfered. I will be returning the defective phone when I am near their store.

Sincerely,

REMOVED
Business Response
Date: 04/06/2026
April 6, 2026

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

Re: Complaint Number: 24695838
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for forwarding Mr. REMOVEDrebuttal regarding his recent experience. We sincerely apologize that he feels that we have not adequately resolved the situation with his device.

As Mr. REMOVEDhas been advised several times, a factory reset may be needed to remove a software update that may be causing the issue with his phone appearing to be locked when it is not and to contact the manufacturer for any other possible solutions, he states that he does not accept this resolution.

Mr. REMOVEDalso states in his rebuttal that he has chosen a different provider and has been able to transfer the data that he feared losing to a new device with that carrier.

We are happy that the customer has found a more satisfactory resolution to this issue for himself. Should he have additional questions he may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED

Customer Answer
Date: 04/08/2026

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. As long as they don't try to charge for the phone that doesn't work. I tried to return their phone to the local store but the clerk would not accept it. If they want it back, they will have to tell me how to get it to them.

Sincerely,

REMOVED
Initial Complaint
Date:03/28/2026
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.
This complaint is directed at the corporate billing practices of United States Cellular Corporation (UScellular), not this individual retail location. Please route to corporate/executive customer relations.I am disputing repeated excessive restoration fees applied to my UScellular account across multiple billing cycles.Over several months, my bill shows a clear pattern where fees and taxes increase dramatically from a normal range of approximately $25$40 to as high as $115$159. These spikes occur when my lines are restored after suspension.UScellular applies a $25 restoration fee per line, which results in multiple stacked charges (typically $75$100+) for what is effectively a single account-level event.These fees are not government taxes, but discretionary carrier charges, and are being applied in a duplicative and disproportionate manner.I contacted UScellular and was given a one-time credit of $75 for the most recent bill. However, the company refused to address the same charges applied in prior months, stating this was their one-time policy.This does not resolve the issue, as the same billing practice occurred across multiple billing cycles and resulted in over $300 in excessive charges.Desired Resolution:I am requesting:A full review of my account billing Refund/credit of all excessive restoration fees across impacted months Assurance that this billing practice will not continue Additional Context:An REMOVEDcomplaint has already been filed regarding this issue.
Business Response
Date: 03/30/2026
March 30th, 2026

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

Re: Complaint Number: REMOVED
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

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

We are in receipt of REMOVEDcomplaint in which they state they are disputing restoration fees. REMOVEDstates that the fees are being charged the fee per line and not at an account-level. REMOVEDstates that they worked with an associate that was able to remove three fees as a courtesy. REMOVEDis requesting a full refund for past restoration fees as well.

We can understand REMOVEDfrustration when seeing a higher bill than expected. We apologize for any confusion that this may have caused them.

Restoration fees are charged on a line basis since the system must restore service on a line-by-line status through the account the lines fall under. This is why there is a fee charged for each line of service when a customer is suspended for nonpayment and then restored.

After reviewing REMOVEDaccount, we see another bill generated on February 22nd, 2026, for a balance of $195.85 due by March 14th, 2026. We show that REMOVEDhad this past due balance that caused suspension recently on March 26th, 2026. We do not show that REMOVEDcontacted our service to review any options regarding this past due balance before that date. REMOVEDthen made a payment on March 27th, 2026, that covered the past due balance needed to restore services to all lines on the account. On March 28th, 2026, REMOVEDcontacted REMOVEDand spoke with the escalation team that waived all three lines fees as a courtesy.

All postpaid customers first use service for the month and then a bill is generated with a due date that is typically around three weeks away. Along with the statement REMOVEDalso receives notifications via email regarding the balance due when a statement is ready. If REMOVEDneeds more time to make their payment beyond the due date, we offer payment arrangements that can be discussed to prevent system suspension. These arrangements can be made by contacting REMOVEDor without contacting us and accessing the My Account app or directly through the account on our website REMOVED.

At this time, we have waived all fees that have been charged on the most recent statement as a courtesy,however, we will not be able to waive any further fees, as they are REMOVEDresponsibility.
Should REMOVEDhave additional questions, they may contact our REMOVEDDepartment at REMOVED.

Sincerely,

REMOVEDSupport Team
U.S. REMOVED
Initial Complaint
Date:03/27/2026
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.
I had a past due amount of $286. I made a partial payment of $136 leaving a remaining past due amount of $150 and called and asked if I could pay the remaining past due amount on 4/2 the REMOVEDthat I spoke with said I had to pay $13 in addition to the payment I made because my past due amount is $150. I stated my past due amount was $286 and then I paid $136 to bring the balance down to $150 so is she sure I only had to pay the $13 she stated yes. I asked if she could hold for a moment while I called somebody to borrow the $13 and she did. Somebody sent me the money and I paid the $13 and she told me she would be extending it until 4/11. I thanked her and the call ended. I called back later that day to confirm the pay agreement was set up because I did not see it online. The REMOVEDI spoke with told be their policy had changed and even though the 1st REMOVEDI talked to told me they had set up a pay agreement to 4/11 they would not be honoring what she told me. I asked to speak to a supervisor and was transferred to somebody named REMOVEDwho was extremely rude and disrespectful and when I asked to speak to somebody else or above him he told me he would not be escalating my concerns and when I asked to speak to somebody about him he told me he would not get me to somebody else and hung up in my face. I called back and got another REMOVEDwho was extremely rude and disrespectful and when I said I was recording the call she said she was hanging up because I couldnt record her. Us cellular has messed up on my accounts so many times and their representatives are so disrespectful.
Business Response
Date: 03/31/2026
March 31, 2026

Better Business Bureau of REMOVED
Attention: BBB Customer Relations Representative
REMOVED
REMOVED, REMOVED; 60601
Re: Complaint Number: 24690248
Customer's Name: REMOVED
U.S. REMOVEDAccount Number: REMOVED
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Ms. REMOVEDin which she was advised she was told she could extend her payment arrangement to 4/11/26 and was later advised that was no longer an option. Ms. REMOVEDalso shared she spoke with a few representatives, however, there was one that was extremely rude and disrespectful and that associate also denied her request to be transferred to someone else.

Addressing our customers concerns is very important to us and we apologize for the experience we provided. My name is REMOVED, and Ill be reviewing this matter for Ms. REMOVEDtoday.

After careful review of Ms. REMOVEDaccount, I was able to confirm we initially spoke with Ms. REMOVEDon 3/2/2026. During our interaction,Ms. REMOVEDrequested to set up a payment arrangement, which was set for $311.42 to be paid on 3/27/2026.

On 3/27/26, Ms. REMOVEDcontacted us requesting a modification of her payment arrangement. She was initially advised that her payment arrangement can be extended until 4/11 once she made a $150 payment to cover her full past due amount,however, this information was incorrect, as our new payment arrangement terms went into effect 3/15/26

Ms. REMOVEDcalled us later that day, because she didnt see the updated payment arrangement terms online. Unfortunately, due to the recent changes to our payment arrangement policies, our representative had to inform REMOVEDthat we were unable to modify her current payment arrangement, nor honor the previous offer to extend it till 4/11/26.

Ms. REMOVEDthen requested to speak with a supervisor, who also advised Ms. REMOVEDof our new payment arrangement policies.

I truly understand the frustration we caused Ms. REMOVEDand I would like to acknowledge our error and sincerely apologize for confusion weve created. To further prevent this from happening to other customers, well submit feedback to the associates leaders who provided the wrong payment arrangement options.

Moving forward, if Ms. REMOVEDwould like to set up payment arrangements in the future, wed like to share were only allowed to offer a 14-day extension from the most recent due date. This is the only option available and no one within the organization can provide any other alternatives.

Thanks for allowing me an opportunity to review this matter for Ms. REMOVEDtoday. Should she have any further concerns, please have her contact us toll free by dialing REMOVED, or 611 from her cell phone.

Have a wonderful day!
Sincerely,
REMOVED. | U.S. Cellular | REMOVEDSupport Team | REMOVED
Customer Answer
Date: 04/01/2026

Complaint: 24690248

I am rejecting this response because: I was told incorrect information. The representative that I spoke would told me she set up the agreement. After seeing she was not able to she didnt even attempt to call me back. I just happened to call back to confirm the agreement was set up and if I would not have done that my phone would have been cut off and I have 2 disabled children. I had to take out a payday loan to pay my bill because the representative told me she did something that she did not do. I feel I should receive a credit to my account for huge inconvenience this was
Sincerely,

REMOVED
Business Response
Date: 04/07/2026
April 7, 2026

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

Re: Complaint Number: 24690248
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Ms. REMOVEDrebuttal wherein Ms. REMOVEDstates that she would like a credit for the inconvenience caused by incorrect information provided by our associate. My name is REMOVEDand its my pleasure to assist Ms. REMOVEDtoday.

Upon review of Ms. REMOVEDaccount, we do see that she has been with UScellular for several years. Due to Ms.REMOVEDtenure, I have applied a credit of $25 to her account as a courtesy. Ms.REMOVEDnew balance is $260.37, which was due on March 28, 2026.

We have reviewed Ms. REMOVEDcomplaint and applied a credit for the inconvenience that Ms. REMOVEDexperienced.

Should Ms. REMOVEDhave additional questions, she may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED

Customer Answer
Date: 04/09/2026

Better Business Bureau:

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

Sincerely,

REMOVED
Initial Complaint
Date:03/26/2026
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.
uscellular will not stop billing me. I called them and quit on 11/17/26 because of terrible internet services. Internet kept buffering and losing connections. Right in the middle of a movie, we would lose connections. We have fought with bad services since we signed up with them on 8/21/23. I should have quit within 30 days but I bought a WE Booster to try for a better signal which didn't help at all. We live in a bad area, all giant trees and valleys and after several phone calls to them, they said my WE Booster that I bought was probably an old one and they sold me another one. When it arrived in the mail, it was exactly the same kind we already had, same model. So I sent it back. All our equipment was paid for. After 4 phone calls and them still charging me, I stopped our automatic bank payments. They still keep billing me each month. I wrote them a Certified letter and have the receipt to prove it and. they still kept billing. I talked to one of their supervisors who said he fixed it and we didn't owe anything....but they still keep billing me each month. I am afraid I will get a bad credit rating because of them. Our Modem and router were unplugged November 17, 2025 and we have had NO service from them. Yet, they continue to bill me each month, which I refuse to pay. How do I get them to STOP. This should be illegal to keep billing for NOTHING.
Business Response
Date: 03/26/2026
March 26, 2026

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

Re: Complaint Number: 24681876
Customers Name: REMOVED
REMOVEDAccount Number: Not provided

Thank you for contacting UScellular in reference to the above account number. We are in receipt of the customers correspondence in which they stated that they purchased internet service from UScellular. The customer stated that after multiple issues with the service, they requested the service be cancelled. The customer stated they spoke to a supervisor that told them everything was fixed and they would not owe anything. The customer stated that REMOVEDcontinues to bill them for services they could not use.

We have reviewed Mr. REMOVEDconcerns. Because we value the security of our customers information,we require the mobile device number as listed on the account for verification purposes. This was not provided in the submission.

Please advise the customer to resubmit this complaint with the information requested above and we will be happy to address their concern at that time. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.

The customer may also contact REMOVEDdirectly by dialing REMOVED.

Sincerely,
REMOVED.
REMOVEDSupport Team
REMOVED
Customer Answer
Date: 03/27/2026

Complaint: 24681876

I am rejecting this response because: The business , US Cellular, said that they needed my Internet Phone Number in order to process my complaint, so here is my internet phone number REMOVED. Account number is REMOVEDunplugged the modem and router on November 17th. There is 0 usage after that. The internet service they were trying to give us, would not work in our area. We have tried boosters which do not help. I bought a WE booster for REMOVEDand it did not help. We live in a bad area for signals. When I called them, they told me that probably my booster was an old one and they sold me a new one. When it arrived, it was exactly like the one we had, same model, so I sent it back to them. Each person I called at US Cellular told me something different on why they were billing me. All our equipment was paid for and I paid every month up to the time that we unplugged it 11/17/2025. They want to charge me because I signed a contract for so many months and said that I could not leave them without paying them a FEE for leaving them. I do not think it is legal to charge for services that they cannot give us. TV buffered all the time. You would lose signal in middle of movie. Could not complete work on computer because in the middle of something, the signal was lost. I tried moving the INSEEGO box in every side of the house...nothing worked. I have called them several times and each person tells me something different. One person told me that he took care of everything and we did not owe them anything. They constantly bill me. I sent them a Certified Letter which I have proof of and explained things and they still billed me, I stopped the auto payments after the day we unplugged it but they still bill me. I am not asking for money back from them. I just want a zero balance on my account. I just had a triple bypass which did not work and no way to fix it so my heart is working at 20% and my wife is 86 years old so the stress here is very high and I am afraid our credit rating will be ruined. We don't have money to throw away and that is what US Cellular wants us to do. Our credit rating is excellent and I've never had a problem like this before. We pay for what we use and US Cellular is not providing anything anymore for us. Please straighten this out. Thank You.

Sincerely,

REMOVED
Business Response
Date: 03/27/2026
Date:March 27, 2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED>REMOVED
Re:Complaint Number: 24681876
Customer Name: REMOVED
REMOVEDNumber: 855349492

Thank you for contacting UScellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards. The correspondence indicates that the concern relates to continued bill, with a request for adjustment to $0.00 balance. Appreciation is extended for the opportunity to address this matter.
UScellularacknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with UScellular s obligations to consumer protection and industry compliance.
Based on the information available, the following events led to the issue: Mr. REMOVEDcontacted UScellular in November requesting to cancel the account but there was a Retail Installment Contract (RIC) that had not completed billing. The account was not cancelled at that time due to UScellular policy that the REMOVEDmust be paid off before the line could be cancelled. Mr. REMOVEDcalled back on December 1st requesting again to cancel, since the service was no longer working. The Solutions associate set the line to cease and advised we would waive the remaining balance on the REMOVEDsince the customer could not use the service on that router any longer. The Solutions associate also applied credit for the service charges from the last bill, ostensibly due to Mr. REMOVEDnot being able to use the service. After the service ceased, the device charge was waived as promised but the last month of service charges were still billed along with fees and taxes. We have applied credit for $69.79, the full account balance. We apologize for the inconvenience Mr. REMOVEDhas experienced due to this issue. We also want to advise Mr. REMOVEDthat another bill began processing on March 24th and that bill has the previous balance and a late fee on it. We will attempt to divert that bill as we will waive those charges, however, if Mr. REMOVEDreceives notification of another bill, he may simply discard it.
We are sorry to hear that Mr. REMOVEDis experiencing health issues and we wish him well. For any additional questions or further assistance, contact the UScellular REMOVEDat REMOVED. Representatives are available daily.
This response is submitted in accordance with BBB guidelines and reflects UScellulars continued commitment to regulatory compliance, customer privacy, and service integrity.
Sincerely,
REMOVED.
Customer Service Support Team
REMOVED
Customer Answer
Date: 03/30/2026

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. It is a shame that I had to take the step to go to BBB and that with all the phone calls and certified letter to you , it couldn't have been settled. But thankfully, it is done. Thank you so much.

Sincerely,

REMOVED
Initial Complaint
Date:03/24/2026
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 get charged a state tax on each of my 4 phones on each line. Then I get charged state taxes charged at the end of the bill. For the total amount. To me it seems as though I am paying for state taxes twice. I have noticed that my bill had gone up quite of bit a few months ago. In my researching it, I see that the taxes are so much more then they were.
Business Response
Date: 03/25/2026
March 25, 2026

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
REMOVED;
REMOVED;

Re: Complaint Number: 24676884
Customer Name: REMOVEDMuir
UScellular Account Number: N/A

Thank you for contacting UScellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards.

The correspondence indicates that the concern relates to taxes at line level and group level.

Ms. Muirs concern states she is being charged state taxes on each line and again at the end of the bill for the total amount. Ms. REMOVEDis stating she is paying state taxes twice.

Appreciation is extended for the opportunity to address this matter.  UScellular acknowledges the concern this can cause and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with UScellular s obligations to consumer protection and industry compliance.

Based on the information provided, the breakdown of taxes shows on page 5 of the bill provided by Ms. REMOVEDEach lines taxes and fees are broken down as well as the account level taxes and fees. The total taxes and fees are $30.86, which was charged only once. Ms. REMOVEDplan has a cost of $150.00 with a discount of $20.00 for Autopay and paperless. This makes the cost of the plan $130.00 plus the taxes and fees of $30.86 for a total bill of $160.86.

A full review of the account has been completed. Based on these findings, we do not show that Ms. REMOVEDis being billed twice for taxes.

For any additional questions or further assistance, contact UScellular REMOVEDat REMOVEDRepresentatives are available daily.

This response is submitted in accordance with BBB guidelines and reflects UScellular s continued commitment to regulatory compliance, customer privacy, and service integrity.

Sincerely,

REMOVED.
CSST UScellular
Initial Complaint
Date:03/23/2026
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.
US Cellular support will not fix our cell phones. I reported to them last Friday 3/13/2026 that we were not receiving incoming calls from land lines. They said they would check into it. I called back on Monday 3/16/2026 to get a status on everything. I repeated everything I told them was happening and they said that they were sorry but the tech that filed the ticket filed it incorrectly and they were closing my ticket and I would have to call back and start over again. I received a call on Tuesday 3/17/2026 telling me the same thing after describing again what was happening, they again told me that the report was misfiled and I had to call back and start a new ticket. What it happening is when a landline calls any of my 3 cell phones it might go thru about 50% of the time or the other 50% of the time it won't go thru or it might be busy or it may say that the call can not be completed as dialed or the call ends up going to someone else or someone else's voicemail. My personal information was actually left on someone's voicemail as my bank did not realize that they had the wrong voicemail and left a voicemail that pertained to my account number. I talked to REMOVEDagain yesterday giving them very detailed information on calls from landline phone numbers and times the calls were made and over 24 hours later, it has not been fixed and I have no status updates. They do not seem to care that I have spent hours working on trying to figure out why people that were calling me from landlines could not get thru on 3 of our cell phones and continue to require me to put in the leg work for something that is their job. I just want my phones to provide me with the service I am paying for and to feel safe that other people aren't getting messages that were meant only for me.
Business Response
Date: 03/23/2026
March 23, 2026

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

Re: Complaint Number: 24665003
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

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

We are in receipt of Ms.REMOVEDin which she stated that she has reported to UScellular that three of her phones are not receiving calls from landline phones and some of her calls are routing to other numbers. She also states that despite several calls to UScellular they have not resolved the issue. Ms. REMOVEDis asking that the issue be resolved in a timely manner.

In our review of the account,we can see that Ms. REMOVEDreported the issue to UScellular on March 13, 2026. UScellular attempted to call her back the morning of March 14, 2026, and left a message requesting she call us back so that we could obtain additional information needed to resolve the issue.

We received a call back from Ms. REMOVEDMarch 16, 2026, and we advised her at that time that we needed the number or numbers that were unable to reach her, the carrier or carriers of the callers and dates and times the issue occurred as we had checked all of our systems and resources and were unable to find any problems on our side and we were unable to recreate the issue.

We contacted Ms. REMOVEDon March 17, 2026, for an update and she advised us that the calls that were not routing to her were calls coming from Brightspeed. We advised her that we would need to partner with REMOVEDto have the issue investigated and resolved.

Ms. REMOVEDcalled us back on March 19, 2026 and stated that the issue was still ongoing and wanted the issue resolved within the next 24 hours.

We contacted Ms. REMOVEDagain on March 23, 2026, regarding this issue and we were told at that time that the other carrier had resolved the issue. All of the tickets for this issue have now been closed and all information regarding our findings is noted on the account in case of any further issues of this kind.

Should Ms. REMOVEDhave additional questions, she may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.

Customer Service Support Team
U.S. REMOVED

Customer Answer
Date: 03/23/2026

Better Business Bureau:

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

Sincerely,

REMOVED
Initial Complaint
Date:03/23/2026
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.
On December 8, 2025 the wi-fi delivered from US Celluar stopped sending a powerful enough signal and I had to get a different carrier. I took the modem back to the local US Cellular store and told them that due to their failure to deliver service, I was closing my accounts for phone and wi-fi. They refused to take back the modem even though they gave it to me. The next week, I received a NEW modem, even though I didn't ask for one. I then shut down my automatic payment account. I tried to email multiple times, but there is no customer service email address. I started getting bills for the modem and each time I would call and tell them my area does not receive a strong enough signal (T-mobile didn't lease the cell tower for my area), but they keep billing me month after month and it's going to affect my credit score.
Business Response
Date: 03/24/2026
March 24, 2026

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

Re: Complaint Number: 24672264
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Ms. REMOVEDcomplaint, wherein Ms. REMOVEDstates that on December 8, 2025 the WI-FI signal dropped enough that Ms. REMOVEDhad to get a different carrier. Ms. REMOVEDtried to return the modem and was advised that we could not accept the device. A week later Ms. REMOVEDreceived a new modem that she did not ask for. Ms. REMOVEDmentions that she was not provided with an email address to try to resolve the matter via email. Ms. REMOVEDwould like a billing adjustment for $210.00. My name is REMOVEDand its my pleasure to assist Ms. REMOVEDtoday.

Upon review of Ms. REMOVEDaccount, I do see that the Home Internet line was started on October 24, 2025.When Ms. REMOVEDinitiated the line she signed a REMOVEDAgreement that REMOVEDRepresentations of coverage by UScellular or its agents are not guarantees. Additionally, Ms. REMOVEDsigned an agreement to make monthly payments of $12.50 each month towards the cost of the router. As its beyond our 15 Day Excellence Guarantee policy, we are not able to accept the device as a return.

Further review of Ms. REMOVEDaccount indicates that an Advance Exchange was processed to replace Ms. REMOVEDold router, which is why she received another one. Please be aware that this was in response to troubleshooting that Ms. REMOVEDperformed on January 12, 2026.

We have reviewed Ms. REMOVEDcomplaint.Due to the contract and agreement signed by Ms. REMOVEDon October REMOVEDwe are within our rights to continue billing Ms. REMOVEDfor the device that she agreed to pay for. I do apologize for any further frustration that this may cause Ms. REMOVED

Should Ms. REMOVEDhave additional questions, she may contact our REMOVEDDepartment at REMOVED

Sincerely,

REMOVED.
REMOVEDSupport Team
U.S. REMOVED
Initial Complaint
Date:03/19/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the evening of 3/9/25 I went into US Cellular on Bluemond Rd in REMOVEDbecause my cell phone was lost the day before while on a trip. I spoke to a male REMOVEDand told him that I had insurance and my phone was lost. He stated that I did not have insurance and would need to pay off the lost device and purchase a new phone. The REMOVEDcharged my card $454.79 for that transaction. He proceeded to charge me $115.48 for a device case and screen protector in a separate transaction for the new device. I was informed a couple days later by REMOVEDthat the lost device was insured. I contacted US. Cellular customer support by phone whom instructed me to return to the store with the receipts, phone and accessories to have the transactions reversed. They added notes to my account instructing the store to return both payments. I went back into the store and both the manager and the original store REMOVEDrefused to reverse the transactions and return my money. I went home called customer support and they shipped a return envelope for the phone to remove future installment payments for the new phone but was unable to return my $454.79 and $115.48. In addition I ended up having to pay REMOVED$149 for the theft claim. So I can not afford to allow US Cellular to keep my $454.79 for the phone payoff and $115.48 for the mew phone accessories. I need my money returned. I received poor customer service in resolving this issue.
Business Response
Date: 03/21/2026
Re: Complaint Number: 24661277
Customer Name Yilitha REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting UScellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards.

The correspondence indicates that Ms. REMOVEDlost her phone while traveling and was incorrectly advised that the device was not insured.Based on this information, she paid the remaining balance on the lost phone in full and purchased a replacement device along with accessories. After later learning that the phone was, in fact, insured, she attempted to return the newly purchased device and request a refund for the payment made on the lost phone; however, the retail location was unable to process the requested REMOVED. Semons is seeking a refund for both the payoff amount on the lost phone and the accessories purchased.

Appreciation is extended for the opportunity to address this matter.
UScellular acknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with UScellular s obligations to consumer protection and industry compliance.

We have reviewed the customers account REMOVEDand taken the following steps to address the concern:
A credit of $399.60 has been issued for the phone, as a return shipping label cannot be provided.
One activation fee has been waived as a courtesy to the customer.
We also credited $115.48 for the accessories she purchased

To complete the return process, the customer must return the phone to the retail store where it was bought within 15 days. Failure to return the device within this period may affect the credited amount.
Please note that the accessories purchased are required to be returned in person to a T-Mobile store, where they were purchased.

We believe this resolution fairly addresses the customers concerns and follows company policy.

For any additional questions or further assistance, contact the UScellular REMOVEDat REMOVED. Representatives are available daily.
This response is submitted in accordance with BBB guidelines and reflects UScellular s continued commitment to regulatory compliance,customer privacy, and service integrity.

Sincerely,

REMOVED.
Customer Resolutions Support
REMOVED, now part of T Mobile
Customer Answer
Date: 03/23/2026

Complaint: 24661277

I am rejecting this response because:

the iPhone 17 phone purchased on 3/9/25 was shipped back to US Cellular on 3/15/26. Well before the return policy date. US Cellular already received the phone back. So the statement to return it to the store within 15 days makes no sense. I provided a copy of the REMOVEDreceipt for the return of the phone 17 with the original complaint and will attach it again to this email. Please provide proof of a credit being issued back to my card for the $399 + the taxes for the new phone for the total of $454.79, and the $115.48 for the accessories

Sincerely,

Yilitha REMOVED
Business Response
Date: 03/24/2026
Thank you for taking the time to contact us again regarding your refund. I have reviewed your account,and I see that our REMOVEDhas created a refund request, I do see that is still pending for completion. I sincerely apologize for any frustration. If you should have any further questions, you may contact our REMOVEDteam over the phone by dialing 611 from your US Cellular phone or by calling REMOVEDand we will be happy to help.
Have a wonderful day.
Sincerely,
REMOVED
REMOVEDSupport Team
Customer Answer
Date: 03/26/2026

Complaint: 24661277

I am rejecting this response because:

I did contact customer support who told me that the refund was never requested to go back to my debit card. So they kept the funds on my account and began taking next months fees that are not even due until 4/10/26, so I could not receive the $399, $115, $60 activation fee refunds in full back to my debit. Its very misleading to say you are issuing me a refund but thats not the case and you continue to keep it on the US Cellular account . That is the same as when you took the monies for the fees on the 3/9/26 in the store and kept it in the US Cellular account. I have customer support 3 times and no help has been given just being left on hold.
All equipment has been returned by the way as a recap: phone sent by via REMOVED3/15/26 in the package provided by US Cellular customer support. The phone accessories were returned via REMOVEDto the original store of purchase address. A copy of both receipts attached.
Sincerely,

Yilitha REMOVED
Business Response
Date: 03/27/2026
Thank you for taking the time to contact us again regarding your refund. The request for your refund is still pending for completion. Any credit balance on your account will be refunded to you. Again, I sincerely apologize for any frustration. If you should have any further questions, you may contact our REMOVEDteam over the phone by dialing 611 from your US Cellular phone or by calling REMOVEDand we will be happy to help.
Have a wonderful day.
Sincerely,
REMOVED
REMOVEDSupport Team
Customer Answer
Date: 04/01/2026

Complaint: 24661277

I am rejecting this response because:
US Cellular has still not returned my money to my debit card.

Sincerely,

Yilitha REMOVED
Initial Complaint
Date:03/16/2026
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 have suspended two of my lines and when they suspend my line for nonpayment they charge me a reconnection fee for the lines that are not even in use. This has happened for the past 3 months or more.I have tried and tried to understand this but it doesnt makes sense.
Business Response
Date: 03/18/2026
March 18, 2026

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
REMOVED;
REMOVED;

Re: Complaint Number: 24631390
Customer Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting UScellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards.
The correspondence indicates that the concern relates to a service issue. Ms.REMOVEDthat she suspended two of her lines and when we suspended her lines for nonpayment we charged her a reconnection fee for the lines that are not even in use. Ms. REMOVEDthen REMOVEDthat this has happened for the past three months or more. Ms. REMOVEDhas tried to understand this, but it doesnt makes sense to her. Ms. REMOVEDis disputing the amount owed of $200.00 and her desired settlement is a refund.
Appreciation is extended for the opportunity to address this matter. UScellular acknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with UScellular s obligations to consumer protection and industry compliance.
After reviewing the account, I do show that we spoke with Ms. REMOVEDabout not being able to waive the restore fees due to waiving them in the past. We offered to extend her payment arrangement and Ms. REMOVEDaccepted our offer. Due to this, we would not be able to waive the restore fees due to them being valid charges.
Should Ms. REMOVEDhave any further questions, she may contact UScellular REMOVEDat REMOVED.Representatives are available daily.
This response is submitted in accordance with BBB guidelines and reflects UScellular s continued commitment to regulatory compliance, customer privacy, and service integrity.

Sincerely,
REMOVED.
CSST UScellular
Initial Complaint
Date:03/16/2026
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.
Purchased phone insurance for my 2 kids phone. Have been paying several months if not a year, 9.99 2 a month. My son cracked his screen and I attempted to file a claim just to be told their phone models were not covered. When I purchased the phone I was offered the insurance assuming this company knew which phones would be covered. I ultimately removed the coverage from both phones and suspended his line as the phone is rendered useless.
Business Response
Date: 03/25/2026
March 25, 2026

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

Re:Complaint Number: 24644419
Customers Name: REMOVED
U.S. REMOVEDAccount Number: REMOVED
Account Owner: REMOVED

Thank you for contacting UScellular regarding the above-referenced account.
We are in receipt of Jennifers complaint, in which she states that she purchased device protection for two phones at a cost of $9.99 per month each. REMOVEDfurther states that when she attempted to file a claim,she was advised that the device was not covered.
Upon review of the account, our records confirm that device protection was active on the line. As of August 2025, UScellular became part of T-Mobile. As a result of this transition, several service changes were implemented, including updates to device protection coverage and claim processing.
If the device issue occurred before January 31, 2026,claims must be filed through Asurion. If the issue occurred on or after February 1, 2026, claims should be filed through Assurant by visiting REMOVEDor by calling REMOVED.
We ask that REMOVEDcontact Customer Support so that we may review the specific device protection applied to the account and confirm whether the correct coverage was in place at the time the claim was attempted.
Should REMOVEDhave additional questions, she may contact our REMOVEDat REMOVED.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.

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