ComplaintsforUScellular

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called to pay my bill on July 4th and it is normally $306 and this time it was over $550. Being the holiday weekend I waited to go into my local store and speak with someone. They told me it was all from international day plan charges to 3 phone lines and the charges were from June 10th to July 10th. My family and I did travel out of the country from May 27th to June 1st. However we have roaming disabled on our account and all three phones had mobile data turned off and on WIFI only. The store was unable to help, but they did see that at no time did I accept or turn on international day plans. They also filled for a credit for me but advised me to call because I should get all charges removed. So I called and finally got through to someone after an hour of trying. They looked into the issue for me and found that the phone numbers *********** and ************ showed data usage from 1 day not the 6 days each they charged. However they said that *********** used data all 6 days. I told her that all lines had cell data turned off and we were connected to wifi. She told me well the phones automatically ping towers and connect. Not sure how this is possible being cell data was turned off on our phones. Then she said it was because of roaming and I know for a fact I have roaming turned off on my account. In the end I just gave up and they said they would credit me $105 because on two lines we actually didn't use it 5 out of the 6 days. Which means I occurred charges I shouldn't have gotten in the first place. This leaves me with an extra $155 I still have on my bill for charges I did not accept at all which was 8 day passes at $15 each. Do the math and it should only add up to $120. Where is the extra $35 even coming from?

  Business response

  07/10/2024

  July 10th, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Complaint Number:  21960531
  Customers Name: *****************************
  ************************** Account Number: *********
  
  Thank you for contacting U.S.Cellular in reference to having issues with your service.  ****************** states that he called to pay his bill on July 4th and that it is normally $306.00, but this time it was over $55000. ****************** then states that with it being the holiday weekend,he waited to go into his local store and speak with someone. He was then told the charges were from an international day plan, in which three phone lines were charged from June 10th through Jully 10th. 
  
  ****************** states that him and his family did travel out of the country from May 27th to June 1st. However,they had roaming disabled on their account and all three phones had mobile data turned off and enabled Wi-Fi only. He states the store was unable to help them,but they did see that at no time did ****************** accept or turn on international day plans. The store also filed for a credit but advised him to call to get all the charges removed. ****************** contacted ***************** and they investigated the issue for him and found that the phone numbers XXX-XXX-9779 and XXX-XXX-5518 showed data usage for one day and not the six days they were charged.
  
  ****************** states that the line ending in ***** used data for all six days. He then states that he told her that all the lines had cell data turned off and they were connected to Wi-Fi.****************** states that he was told the phones automatically ping towers and connect. ****************** is not sure how this is possible considering the cell phone data was turned off on their phones. He was then told it was because of roaming and he knew that they had roaming turned off.
  
  ****************** states that in the end he just gave up and we advised we would credit him $105.00 because on two lines they didnt use it five out of six days, which would indicate that they should not have received the charges. ****************** states that this leaves him with an extra $155.00 on his bill for charges that he did not accept. ****************** states that it should only add up to $120.00 and would like to know where the extra $35.00 is coming from.****************** states that he disputes the charges of $255.00 and his desired settlement is to have the bill adjusted.
  
  We can certainly understand the concern of having unexpected charges on your billing statement.  It is never our intent to make things more difficult for our customers, and I will be happy to review your account further due to this matter.
  
  I show that you spoke with a store associate on 7/9/24, and we were not able to verify that any type of GSM Roaming plan was added.  As a result, I have issued a credit for $255.00.  We do recommend that ****************** contact us should he travel outside of the country going forward to avoid charges like this in the future.
  
  Should ****************** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  ******************
  Customer Service Support Team
  U.S. **********************

  Customer response

  07/11/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to US Cellular **** du *** store to have my cell phone disconnected. I was told I owed ****** on my phone yet, so I agreed to pay that off so my account could be canceled. Paid the money and was told that my account was canceled. The lady I was dealing with informed me that I would still get a bill in June for what was left on my account. Received a bill in June and paid it, now I received a July invoice and went back to the store and was told my phone was never canceled and I was on the hook for July and next month. Store would not work with me and said if I didnt pay invoices they can destroy my credit. Im at the end of my rope and not sure how to end this. I visited the store May 6'th 2024 to cancel and am still be billed, ****** and 2 months of invoices for a phone I do not have.

  Business response

  07/10/2024

  July 10, 2024
  
  Better Business Bureau of *******
  Attention:BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re:Complaint Number: 21955980
  Customers Name: ***************************
  
  
  Thank you for contacting USCellular in reference to the above account. We are in receipt of Mr. ******* complaint in which he states that he requested his account be cancelled in store on May 6th,2024, and has continued to receive bills. My name is ***** and I welcome the opportunity to review this matter for ****************.
  
  In review of Mr. ******* account, Mr. ******* account was cancelled 07/08/2024, we apologize for the confusion and frustration this situation has caused. When **************** requested his account number and pin number, we were under the assumption that he was going to port his number to another carrier, if we would have cancelled the account, he would not have been able to.
  
  Our records show that **************** did not port his number to another carrier, which allowed the account to remain active until we spoke with **************** on 07/08/2024, we applied a $40 credit during our last conversation with **************** and the account is currently at a $0.00 balance. I will monitor the account for the next billing cycle and credit any remaining services charges that process on a final bill.
  
  Thank you for allowing me the opportunity to review this matter for ****************, if things do not work out with his new provider, we would certainly be glad to welcome him back to US Cellular. Should **************** have any additional questions or concerns, he may reach out to our customer service department at *************.
  Sincerely,
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------  
     | ************** | **************** Support Team  | ************
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------

  Customer response

  07/11/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/28/24 I switch my cellular provider from USCellular over to ********* My old billing cycle with USCellular previously ran from the 28th of the month to the 27th of the following month. In an attempt to make the transition as smooth as possible (and avoid incurring any additional charges) I tried to make the transition on 6/27, but the representative (***********************. Phone # **************) helping me at the ******** store (****************************, store #***G) ran into an internet connection issue, causing a delay on into the following day. I figured the one extra day wouldn't be a big deal, but I was wrong. This small delay led to me getting charged for an entire month for one unwanted extra day of service. When I contacted USCellular they informed me that there's simply nothing they can do about the discrepancy.I consider being charged an entire month for one day of service to be absurd and very unprofessional. Furthermore, this extra day of service was outside of my control. For this reason I'm requesting that my USCellular bill be dropped.

  Business response

  07/10/2024

  July 10th, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21955338
  Customers Name: ***************************
  ************************** Account Number: *********
  
  Thank you for contacting U.S.Cellular in reference to the above account. I am in receipt of Mr. ********** complaint in which he states he was charged for a full month of service because of a line that was unable to port out before the start of his new cycle. ********************* is requesting that the charges be waived. I certainly understand Mr.Vanbumbles concern. My name is *** and I will be happy to assist.
  
  As of September 12th, 2021, our customers were notified that monthly recurring service charges will no longer be prorated upon termination of service. Termination of service may occur at any point during the month, but the customer will remain responsible for all fees and charges through the end of that billing cycle. We regret to hear that ********************** had issues with transferring that number which resulted in the delayed transfer. Although the issue was not U.S. Cellular fault, I will agree to waive the charges.
  
  Should ********************** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  **********
  Customer Service Support Team
  U.S. **********************

  Customer response

  07/11/2024

   
  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/05/2024 I went to the *******, WV store. MY BILL IS $400 for WHAT ???????????????? They could not tell me why they were charging me for a phone I cancled on 06/28/2024 I have asked them to cancel them. THEY HUNG UP ON ME AND DIDN'T CANCEL MY ACCOUNT they told me i have to pay for SERVICES I AM NOT USING AFTER THE SUPERVISOR PROMISED THAT THEY WOULD. I HAVE THE ***** RECORDING FROM THEM PROMISING ME I WOULD BE PRORATED. THEY ALSO LAUGHED AND LAUGHED AT **. I HAVE THE SCREEN SHOTS OF ME CALLING 6 TIMES AND TEXT MESSAGES BETWEEN ME AND US CELLULAR. I WANT ALL THE CALLS PULLED BECAUSE THIS IS UNETHICAL RESPOND TO MY COMPLAINT.

  Business response

  07/09/2024

  July 9, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21948376
  Customers Name: ***********************
  ********************** Account **************************** for contacting UScellular in reference to the above account. We have received Mr. ***** complaint, however, since we strongly value customer privacy and security,we are unable to directly address the concern as ************ provided a cancelled phone number. To properly verify the account, we need to have the account number and customers four digit PIN.
  
  Once this has bee provided by ************, we will be willing to work with him to address his concerns and resolve the situation.
  
  Sincerely,
  
  
  ****************
  Customer Service Support Team
  **********************
  

  Customer response

  07/09/2024

   
  Complaint: 21948376
  
  I am rejecting this response because: they obviously knew what my account was and could of called me my account # ********* Pin: **** and they have refused several times to prorate my charges for the time I didnt use. They didnt cancel the number when I called in on the 28th and the agent on the phone sent me to the store 3 times! This is the most basic and worst response EVER. No one in the store has called me back in **********. This is really sad I want my charges prorated charges, the supervisors they have with the customer service line laugh and hang up on me! Very unprofessional!  

  
  Sincerely,
  
  ***********************

  Business response

  07/10/2024

  July 10, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21948376
  Customers Name: ***********************
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We have received the requested verification information from ************ to discuss his complaint.************ stated that he has requested to cancel phone number ************ on July 5 2024. In reviewing the account, I see that an order to cease this number has been submitted on that date and is currently in a hold process to complete on his cycle date of July 19, 2024. This is in alignment with US Cellular policy and procedure regarding the ceasing of lines.
  
  ************ is also requesting that we prorate the charges on this line back to the date the cease order was submitted. Per our customer service agreement which was agreed to by ************ when the device was purchased on October 23, 2022:
  
  * * * CHANGES TO CUSTOMER SERVICE AGREEMENT * * * Effective September 12, 2021, your service and the associated monthly recurring service charges will no longer be prorated upon termination of service. Termination of service may occur at any point during the month but youll remain responsible for all fees and charges through the end of your billing cycle for that month.
  
  Therefore, we are unable to prorate the charges that ************ is requesting and the line will cease on the cycle date of July 19, 2024.
  
  Should ************ have any additional questions, he may contact our *************************** at *************.
  
  Sincerely,
  
  
  ****************
  Customer Service Support Team
  **********************
  

  Customer response

  07/11/2024

   
  Complaint: 21948376
  
  I am rejecting this response because: this is totally unacceptable to make a customer pay for SERVICES they are not using again Us cellular HAS YET TO CALL LIKE THEY PROMISED they also seem to forget that I have recordings of them saying I will not be charged and pictures of when I was hung up on several times on 6/28/24 when a SUPERVISOR hung up on me. On 6/28/24 was when I called and canceled my line and the person told me it was canceled only to go into the store and find out it wasnt canceled the line only used 0.4 of data and was requested to be turned off! FIX MY CHARGES. And again call me as promised!!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been paying a high bill for cellular service for some time now and do not get the amount of service I am paying for. I have an unlimited data plan and get cut off after a day or two of paying my bill that is only waiting 4 or 5 day after paying bill for service to start again I pay my bill by the due date every mouth. I do not know why I am limited on my usage on an unlimited plan. I am tried of pay for service I am not receiving I have complained by for to customer service only to be told to do this or that to my phone for it not work. I am hoping you can get results.

  Business response

  07/09/2024

  July 9, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ******************************************** 2006 
  *****************
  
  Re: Complaint Number: 21945507
  Customers Name:  *******************
  ********************** Account ************* ******************** for contacting UScellular, we are in receipt of *********************** correspondence. ************ states that he has been paying high bills and not getting the service that he is paying for. 
  
  We have reviewed his concerns. Because we value the security of our customers information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in his submission. We also as that ************ call in to speak with Customer Support to discuss his concerns, as it is easier to discuss these concerns over the phone in real time. 
  
  If  ************ chosses to correspond this route, we ask that he resubmit this complaint with the information requested above and we will be happy to address his 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. 
  
  Sincerely,
  
  ****************
  Customer Service Support
  U.S. **********************

  Customer response

  07/10/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to ******* trip (total of 5 phones). Had 2 phones setup for International monthly plan with US Cellular. 3 other phones were on airplane mode and used the wifi to connect for data to the other 2 phones (tether) setup for international monthly plan. US cellular charged 2 of the phones their daily international plan $15 a day totaling to $270. Called US cellular to address the issue, they weren't helpful and directed to go to the office to get a print out of the data usage. It's very generic and doesn't provide what was accessed for data (see attachments). Called US cellular again and this time they informed me they saw no data usage and would remove the charges on 6/20/24. Didn't see the charges removed on 7/1/24, so called them. They told me they couldn't remove the charges, basically giving me around about answer. They wouldn't let me speak to a manager. Basically got upset and hung up the call.I also think it's a rip off that there is no notification that if one would travel with data enabled, no acceptance usage is provided before being charged. It just gets charged automatically without the user's knowledge. Seems a bit like fraud.

  Business response

  07/02/2024

  July 2, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21925502
  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 that he was billed $270 for the daily international data plan on 2 lines that were in airplane mode. ************ wants the $270 in charges credited to the account.
  
  We apologize for any frustration this has caused ************. I understand how concerning it is to come back from a trip and have unexpected charges on the phone bill. I will be more than happy to review the account.
  
  After reviewing the account,I see that ************ did speak with **************** on June 20th to discuss the charges. We can discuss data usage over the phone; however, customer service does not have access to print data usage, which is why we advised *********** to visit the store. The data usage is all we can view. We do not have access to what websites or applications were being accessed on the phone.
  
  I also see that customer service stated that because less than 1 megabyte of data was used each day we would credit the $270 in data charges. A billing dispute was submitted instead of a credit request. Since there was usage and we had previously issue credit for the $15 daily international plan we deemed the charges valid.
  
  Since ************ was advised that the charge would be credited, I have issued a credit for $270 to the account. Should ************ travel internationally in the future, I would advise to access the settings on the devices and turn off the mobile data to avoid any future charges for the daily international plan.
  
  Should ************ have additional questions, he may contact our **************** Department at *************.
  
  
  Sincerely,
  
  
  ******************
  **************** Support Team
  **********************

  Customer response

  07/03/2024

   
  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,
  
  Cheusy ****

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Called on 4/16 and spoke at length with CSR about not having International charges two days before leaving on a trip to ******. I was ensured the settings on our two phones were changed so we would not incur data roaming charges. Since then we have been billed over $300 for international charges. US Cellular has yet to apologize or take responsibility for their mistake. They offered a $90 one-time credit and then a monthly $20 credit for 12 months. After speaking multiple times with supervisors they cannot prove or put in writing that I will be receiving this monthly credit. Multiple times supervisors said I would receive a call back within 48 hours to discuss further and this never happened. I always had to follow up. After receiving my latest bill the $20 credit is missing. When I asked to speak to speak to their manager for confirmation I was told they do not take phone calls or emails, but that in the year 2024 I could write and mail a letter to them and wait for a response. This morning when reviewing my billing history I noticed that when the one-time $90 credit was issued on our May/June bill they removed the two $13.34 monthly promotional credits tied to the phones we purchased two years ago so we are missing an additional $26.68. Based on this incident, convoluted billing practices, and prior issues related to billing there is no reason to believe US Cellular when speaking with them. This is further proven because they are unwilling to put anything in writing via email or their online customer portal. It seems like they hope you will just stop asking questions and then they will remove past credits (the two for $13.34 each), tell your false information resulting in additional charges, and refuse to actually lay out their terms and conditions in hopes that you will forget about them.

  Business response

  07/01/2024

  July 1, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21919803
  Customers Name: *************************
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of ****************** complaint wherein **************** states that he spoke with our associate, before leaving for a trip to ******, and was advised how to avoid roaming charges while traveling. **************** mentions that he has been charged over $300.00 for international charges. **************** advises that US Cellular offered a one time credit of $90.00 and then a monthly $20.00 credit for 12 months. **************** also said that US Cellular did not return his calls when we told him that we would. **************** states that his billing history shows the $90.00 credit on the same bill where we removed two promotional credits of $13.34 each. **************** would like a billing adjustment.
  
  Upon review of ****************** account I see that the bill dates of May 22, 2024 and April 22, 2024 show international charges for the lines ending in 2597 and 0549. Further review shows that the line ending in 0549 sent one text message on April 25, 2024,otherwise the data sessions are so small that it looks like the phones were trying to connect to a network and were not able to. All of these charges,except $15 for the day the text message was sent, are invalid. Notes on ***************** account indicate that $90.00 was credited for the April bill. Due to ***************** frustration I did apply a credit for the $210.00 on the May bill. I am able to confirm that the $20.00 monthly credit has been applied to ****************** line ending in 2597.
  
  Regarding the promotional credits that are no longer appearing on Mr. ************************ I see that the lines ending in 2597 and 0549 both had promotions that provided a credit of $13.34 each month. The promotions offered the credit of $13.34 to offset the cost of the devices. As the monthly installments have been completed, so has the promotion. These lines no longer qualify for the promotional credits.
  
  I would like to apologize to *************** that our supervisor did not call him back as promised. I am truly sorry for any further inconvenience this matter may have caused him.
  
  Should **************** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  ***** **********
  Customer Service Support Team
  **********************

  Customer response

  07/01/2024

   
  Complaint: 21919803
  
  I am rejecting this response because: Thanks for issuing a credit for the International charges, however I reject the portion regarding the installment credits. On the May 22 bill we were billed for installment charges, $24.30 & $27.63. There is no installment credit under each of these charges like on the prior month's bill dated April 22. 
  
  Sincerely,
  
  *************************

  Business response

  07/02/2024

  7/2/2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21919803
  Customers Name: *************************
  ********************** Account Number: *********
  
  
  Thank you for contacting UScellular in reference to the above account.  *************** rejected our previous correspondence as he said that he did not see promotional credits on his lines ending in 2597 and 0549 on his last months billing. 
  
  We have reviewed ****************** rebuttal.  The reason that the lines ending in 2597 and 0549 do not show any more promotional credits for the device installment charges for those lines is because those phone numbers no longer have device installment charges.  Those credits were applied when the phone lines had charges for the devices, however for the phone line ending in 2597, the last monthly charge for device installments on that line was on April 23rd, 2024.  On the phone line ending in 0549, the last monthly charge for device installments on that line was also on April 23rd,2024.  **************** will no longer see promotional device credits on those lines because there are no monthly device installments on those lines.
  
  **************** advises that the May 22 bill we were billed for installment charges, $24.30 & $27.63. After looking at the billing, I see that this was correct information and the promotional device credits were not showing on that billing, so I have credited the charges totaling $51.93.  ****************** current balance is now a credit of $63.93 that will go towards next months billing.  I appreciate **************** for bringing that to our attention so it can be rectified. 
  
  Should **************** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  ****************
  Customer Service Support Team
  **********************

  Customer response

  07/02/2024

   
  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

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I stopped service with U S Cellular on 06/24/2024. I started new service with ATT. I received a bill from U S Cellular for $79.89 a few days later for service from 06/20/24 thru 07/19/24.i called ************ and Spoke To ******, an associate and asked for a. Corrected billing for 6-20 to ***** as I had a new service and they had been notified. She saidyou cannot cancel midstream service as their service will be available for the whole month. I said I am not paying for service I am no longer using. I have been a customer of U S ********************** for over 20 years. They recently sold out to ******** and I was not even notified. I saw it on the internet. I expect the same courtesy from them On notification. I want a Corrected billing from them. Please advise.

  Business response

  07/02/2024

  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ************************* 2006
  ****************
  
  Re: Complaint Number: 21915973
  Customers Name: *****************************
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We appreciate this opportunity to discuss the account and address Ms. ********* concerns. In her complaint ******************** states that she cancelled her service on June 20, 2024,and was only 4 days into her billing cycle. She was disappointed when she received her final bill and was charged for the entire month. She called us and we explained we no longer prorate bills if a customer changes providers in the middle of their billing cycle. ******************** also mentioned that US Cellular had been sold to ******** and they had not been informed of this sale.  She requests that we correct her bill.
  
  I understand ******************** would be concerned. I am sure she had to pay her new bill with AT and T but was still charged for service at US Cellular. I value this chance to explain why she received a bill for more than four days. Unfortunately, we no longer issue prorated credits for unused monthly services. This is in line with all the other major carriers and this change to our **************** Agreement was disclosed on both the July and August statements to all our customers. This is what it looked like on page 6 of her July statement.
  
   * * * CHANGES TO CUSTOMER SERVICE AGREEMENT * * * Effective September 12, 2021, your service and the associated monthly recurring service charges will no longer be prorated upon termination of service. Termination of service may occur at any point during the month but youll remain responsible for all fees and charges through the end of your billing cycle for that month.
  
  We therefore are unable to issue credit to her account as she is requesting.
  
  ******************** mentioned that US Cellular had been sold to ******** and she was not told of this sale. The information she read on the internet is a step in a process that is anticipated to close in mid-2025. We will contact our customers when we have additional information to share.
  
  We want to recognize ******************* for being with us nearly 20 years! If things do not work out with her new provider, we would be certainly be glad to welcome her back. Should ******************** have additional questions, she may contact our **************** Department at *************.
  
  
  Sincerely,
  
  
  ******************
  **************** Support Team
  **********************

  Customer response

  07/03/2024

   
  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. I guess reading the fine print is important. Since I just get  notice in email, it might good for the company to put it in the email regarding changes in billing. I will pay the final bill and would not consider this company for future cell service.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new iPhone 15 Pro *** at US cellular the gentleman that helped me explain to me that I could come get the phone swapped out for a different one or change colors for $35 restocking fee. He said if there was anything wrong with the phone I could get it swapped out for free that same day, I found a piece of dust/lint in the camera lens the very next day I brought in the phone and the lady said it would cost $35 restocking fee. I explained to her that the gentleman yesterday said it was going to be free, if there was something wrong with the phone, she said thats what her manager told her and asked if I had the box for my phone I said no Ill go grab it. Ill be back. I came back to speak with the manager to explain to him the situation of what was said to me the previous day and he said he couldnt do anything because its not affecting the performance or ability of the phone itself and said that it would cost $35 we went back-and-forth for a while. I decided not to pay the $35 restocking fee because the gentleman yesterday told me it was going to be for free if something was faulty with the phone. I contacted Apple Support on the phone he was in agreement with Me and then the Apple support talk to the manager at US cellular. My issue still wasnt resolved. I would like for them to be held accountable for their word at the business and not promise or tell me something thats false.

  Business response

  06/29/2024

  June 29, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ****************************************************************************************
  
  Re: Complaint Number : 21913584
  Customers Name: *************************
  ********************** Account ************* ******************** for contacting UScellular in reference to the above account number. We are in receipt of Mr. ******** correspondence. ****************** states he bought a new iPhone 15 Pro *** and states he was advised that if he wanted a different one, he could swap it out for $35 restocking fee and if there was something wrong with the phone then it would be swapped out for free.
  
  We have reviewed Mr. ******** concerns. Because we value the security of our customers Information, we can only respond to concerns from the Account Owner as there are no authorized parties on the account. However,we can provide some general information that ****************** may find helpful. The USCellular Return Policy & Warranties information can be found at ************************************************************************* hope this information is of some assistance and regret this has been frustrating for him.
  
  If ****************** still finds the issue to be unresolved, the Account Owner will need to contact us by contacting our *************************** directly at ************** or by resubmitting the complaint to the BBB but from the Account Owner. We apologize for any inconvenience this may cause and we look forward to working with the Account Owner to help resolve this matter.
  
  Sincerely,
  **************
  Customer Service Support Team
  **********************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two years ago, I purchased a new ******* ****** 3 at my local U.S. Cellular store. Less than a year later, a crack developed in the crease where the phone folds. I paid $249 to replace but when I contacted ******* directly shortly afterwards, I was told that my defective phone should have been referred directly to ******* for a warranty repair. There is another BBB complaint from me at that time, but I could not figure out how to reference it. I did not pursue any additional action at that time, but now my replacement (refurbished) phone has also developed a crack in the same spot, clearly indicating defective design, materials, or both. Since the Monona, WI store rep misinformed me about my options, I should not have had to pay to replace my original phone and should therefore be refunded the $249 I paid. And given that the product appears to be fundamentally flawed, and that it appears that this will happen every year, I should be given an option to trade it for a product that is not clearly defective.

  Business response

  06/29/2024

  Thank you for taking time to contact us.  I am sorry to hear that your device is having a problem.  The manufacture ******* *************)does support their warranty which is 1 year. It is at their discretion how they manage their manufacture warranty.  They may replace equipment with refurbished equipment.  I would recommend reaching out directly to them.  If you select to carry device protection,then you will need to submit an insurance claim directly with them.
  I want to thank you for being a valued member of our U.S.Cellular family!  We are always here to help so if there is ever anything we can do for you, please do not hesitate to contact us.  We are just a phone call or email away.  I hope you have a wonderful day!

  Customer response

  07/01/2024

   
  Complaint: 21912684
  
  I am rejecting this response because it does not address the mistake made by their staff in initially charging me for, what they acknowledge should have been a referral to ******** We rely on US Celllular's representatives to guide us a correct resolution without undue costs. In this case, I was unfairly charged $249 because of a lack of competence or training or both. US Cellular should be responsible for that, not me.
  
  Sincerely,
  
  ***********************

  Business response

  07/02/2024

  Tell us why here.July 2, 2024
  
  Better Business Bureau of *******
  Attention:BBB Customer Relations Advocate
  *******************************************************************************************
  
  Re:Complaint Number: 21912684
  Customers Name:  ***********************
  ********************** Account Number: *********
  
  Thank you for contacting US cellular in reference to the above account. We are in receipt of rebuttal in which ****************** is rejecting our response and he has requested to receive a refund for $249.
  
  We greatly appreciate the opportunity to review the account and we certainly understand the customers concerns. Its never our intention to make it hard for our customers to do business . At this time, we are not able to refund the $249 paid to device protection. If his current device is defected we recommend reaching out directly to  Samsung *************) It is at their discretion how they manage their manufacture warranty  We are aware this may not be resolution desired,however, if ****************** has additional questions or may want to speak about possible device upgrade options to ensure he has the desired working device of his choice,  he may contact our *************************** at *************.
  
  Sincerely,
  
  
  ******** E | U.S. Cellular | **************** Support Team | **************..

  Customer response

  07/03/2024

   
  Complaint: 21912684
  
  I am rejecting this response because it does not address the failure of their store representative to provide good advice and customer service. ********************** should take responsibility for people that represent them to the public, but they don't seem to be interested in standing behind their people or the products they sell.
  
  Sincerely,
  
  ***********************

*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. ↩