ComplaintsforUScellular

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Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
i changed to ******** 6/25/24. I call u s cellular to get released and told them I was done with them. they send me a bill for July $206.2 one claiming I used 28 minutes and 36, 92 and 7 minutes all of the lines were cut off 6/25/24 and weren't used. I was with them for over 20 years and I couldn't get a phone replaced that had a 3 year watt. and now they are sending bills and I don't see how any minutes could have been used at all. all I want is for July bill to be gone if they don't agree to this please help me to take them to court. thank you very much company number is ************.
Business response
08/06/2024
August 8, 2024

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

Re: Complaint Number:21821767
Customers Name: *******************
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Mr. ****** correspondence, and we understand that ************** is upset that he received a bill for July and that all the lines were cut off on June 25, 2024, and were not used. ************** is requesting the July bill be adjusted.

We have reviewed Mr. ****** account and see that he did port out two numbers but did not port out the other 3 numbers. One of the numbers is for a cell phone and one is for a tablet and the last one is for home internet with a router.

We do show that ************** did contact customer service on July 29, 2024, concerning the bill and was advised that not all lines had ported out. ************** did not speak with our cancelation department and does still have 3 lines on the account that are only suspended.If ************** would like to have those lines cancelled, he will need to contact our cancellation department at ************ as that is the only department that can cancel lines.

Due to ************** only porting out 2 numbers and not all of them and not cancelling the numbers that were left on the account, the bill he received for July would be correct. We highly recommend that ************** contact out cancelation team to cancel those lines if he no longer wishes to continue service with us.

Sincerely,

**************
Customer Service Support Team
**********************
Initial Complaint
08/05/2024
Complaint Type:
Billing Issues
Status:
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.
I don't even have an account with these people and I am being charged three different times for an account that I've never used I'm trying to contact them with no success I'm either put on hold waiting for the next representative or I am transferred and disconnected they are taking money out of my account that I did not verify and I want to know why if I can't get answers after this I'm going to corporate and raising h***
Business response
08/05/2024
August 5, 2024

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

Re: Complaint Number: 22093117
Customers Name: *********************
********************** Account Number: Not Provided

Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Ms. ****** correspondence in which she is seeking a refund for money that is being taken out of her account when she does not have service with us.

I am truly sorry for any trouble this has caused **************. I understand how concerning it is to have money come out of your account that you did not authorize.

************* is encouraged to contact her financial institution to dispute the charges and request reimbursement if she did not authorize the charges. Since ************** does not have an account with us, we would be unable to share any details with her.

Sincerely,
**********
Customer Service Support Team
**********************
Customer response
08/13/2024

Complaint: 22093117

I am rejecting this response because:So I will dispute the charges with my bank, bit if they won't discuss anything with me how is this gonna be resolved. I reported my card because those charges from uscc wernt from me.

Sincerely,

*********************
Business response
08/13/2024

August 13, 2024

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

Re: Complaint Number: 22093117
Customers Name: *********************
********************** Account Number: Not Provided

Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Ms. ****** correspondence in which she is seeking a refund for money that is being taken out of her account when she does not have service with us.

I am truly sorry for any trouble this has caused **************. I understand how concerning it is to have money come out of your account that you did not authorize.

************** is encouraged to contact her financial institution to dispute the charges and request reimbursement if she did not authorize the charges. Since ************** does not have an account with us, we would be unable to share any details with her.

Sincerely,
****************
U.S. Cellular **************** Support Team

Customer response
08/14/2024

Complaint: 22093117

I am rejecting this response because: I have disputed the charges with my bank and even reported my card lost/stolen

Sincerely,

*********************
Initial Complaint
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 27, 2024, I ordered a phone and new phone line from US Cellular and I recieved the below email with my new phone number. On July 31, 2024 While trying to get the new phone activated, we spoke to a person in customer service who said we need to make a payment of $40 to turn the phone on. I asked the the customer service agent if I could make the payment online instead of over the phone. She said yes and asked if I needed the phone number. I asked her if it was the same phone number as in the email that was sent to me and she said yes. Turns out the phone number they sent me was incorrect and therefor the payment I made was on the wrong acct. I called in to try to get it fixed and I was told that I needed to go through my bank and they would not fixt it. I advised ***** Supervisor that this was not the banks fault. But they did not care and said they could not help me. I feel this company is scamming people out of money by sending them wrong phone numbers where new members will obviously make a payment on the wrong account without knowing and they have no system in place to help members in this scenario. I spent an hour on the phone with **************** trying to get this resolved which I would like to be compensated for my time as well. See Email Attached.
Business response
08/04/2024
August 4, 2024

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

Re: Complaint Number: 22085458
Customers Name: *************************
********************** Account Number: *********

Thank you for contacting US Vellular in reference to the above account.

We are in receipt of Ms. ****** complaint regarding a misapplied payment. My name is ****** and I will be happy to provide an update on her request.

************** states that she needed to make a $40 payment to activate a new device that she ordered on July 27, 2024. This is correct and we do see that the payment was made.Unfortunately, this payment was applied to the wrong part of her account,instead of being applied to the new prepaid account.

I can confirm that we are in the process of resolving the situation. A request was submitted on August 3,2024 to our billing department to either refund the $40 payment to the card provided, or to transfer the payment to the customers prepaid account. These cases take approximately 5 business days to complete so ************** should be hearing from us shortly with a resolution.

I do wish to apologize for the wrong that was provided when she ordered the device that caused her payment to be applied incorrectly. We are working with those associates to ensure those types of mistakes do not happen again. I have also personally applied one month of free service to Ms. ****** account.

Again, I do wish to apologize for the situation that ************** went through and assure her the payment issue will be resolved shortly. Should ************** have additional questions, she may contact our *************************** at **************.

Sincerely,

****************
Customer Service Support Team
**********************
Initial Complaint
08/01/2024
Complaint Type:
Billing Issues
Status:
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.
I am being billed $ $215 92 for the month June 2024 for a full month of service when I only had service 2 days during that period. The rest of the time I had ******** and did not have access to US Cellular at all. ******** ported my numbers on June 4th. I do not think it is fair of them to bill me the whole month for 2 days service. I am happy to pay for the phones and the 2 days service that I owe but I do not think it is right to have to pay 2 bills ( US Cellular and ********) when i only had one service. They say they don't pro rate but they do pro rate when it's to their advantage. I have always had to pay pro rated bills from them for their service. I have tried to talk to several of the representatives and a supervisor myself. Any help would be appreciated. I have not paid the bill as of yet. I am trying to resolve it before I an forced to pay it or before they send me to collections.
Business response
08/02/2024
August 2, 2024

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

Re: Complaint Number: 22076520
Customers Name: *********************
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account.

We are in receipt of Ms.****** ********* that she cancelled her service two days into a new bill cycle and feels it is unfair that she is being charged for the whole month of service. She is requesting an adjustment to her bill so that she pays for her phones and a prorated amount for the two days she used the service and wants to be credited for the rest of the bill cycle.

While we understand Ms. ****** position, the following information was included with all of our billing statements: 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 you will remain responsible for all fees and charges through the end of your billing cycle for that month. If you do not agree with these changes, you may cancel your agreement without incurring an early termination fee by notifying us within 30 days after this notice. If you use the Service after the 30-day period, you agree to be bound by the changes.

As ************** was notified of the change and continued her service through June of 2024, she is responsible for the full month of service.

As of this date, August 2,2024, the total balance due on this account is $955.12, of which $737.20 is the remaining balance for the cost of the phones.

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

Sincerely,

********************
Customer Service Support Team
**********************
Customer response
08/07/2024

Complaint: 22076520

I am rejecting this response because: if this was in the bill then i never saw it and it should have been made to where it stood out and was noticeable to the customer. This is just bad customer service on *********************** part to charge a whole month for 2 days service. Apparently they must have had a lot of people leaving and this is why they changed it like this because I do not know of a single cell phone company that does this. Apparently this is why they could not stay in business and was bought out by T mobile.

Apparently US Cellular should make their employees aware of this so when someone comes in to get the information they need to transfer the phones over, they can tell you that you will be charged for the whole month unless you do it all on the last day of your cycle. Even the assistant manger said the bill was wrong when I showed it to him and he told me to call customer service and ********************** would get it straightened out foe me. He couldn't help me because he couldn't see my information because it was no longer in his system. And he told me i would have to contact the customer service people. Even gave me his card if I needed anything else. So US Cellular you need to train your people a little better.

Sincerely,

*********************
Business response
08/12/2024
August 12,2024
Better Business Bureau of *******
Attention:BBB Customer Relations Advocate
************************************************************;
*****************

Re: Complaint Number: ********
Customers Name: *********************
U.S. ********************** Account Number: *********

Thank you for contacting U.S. Cellular. We have received the above complaint stating that ************* does not feel she should pay for an entire month of service after canceling two days into their cycle.

Upon reviewing the account, I do show that ************** contacted our *************************** on several occasions and was made aware that we do not prorate 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 their billing cycle for that month.

In closing, if ************** has any other additional concerns, she may contact our *************************** at **************.

Sincerely,
****************
Customer Service Support Team
**************************
Customer response
08/13/2024

Complaint: 22076520

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I asked for a refund that I never received. I was charged two separate amounts for the phone. $49.58 and $16.22. This occurred on May 16th, 2024. I was told that US Cellular is waiting for the phone back in their inventory which again I never received. Today, July29th, 2024 I received a bill from US Cellular in the mail for $158.15. I HAVE NOT SIGNED A SINGLE DOCUMENT FROM US CELLULAR. The person who I spoke to on May 16th, his name is ******. The manager is doing nothing. They say they will call and keep me informed but I have received no such calls.
Business response
07/29/2024
Thank you for taking time to contact us. I am sorry to hear that your device was lost in transit. I certainly can understand your frustration with receiving the most recent bill statement.
I have gone ahead and adjusted off the balance on that statement.
If there is anything we can do for you in the future, please do not hesitate to contact us at ************. We are always here to help in any way possible.
Have a wonderful day.

*******
Customer Service Support Team
**********************
Customer response
07/31/2024

Complaint: 22060922

I am rejecting this response because:
I still have not been refunded in full. It is a matter of principle. This is bad business and it is unacceptable. I didnt receive a phone and I surely didnt lose the phone in transit. That is not my responsibility whatsoever. Its not that difficult to do the right thing. Im simply requesting the money back that I paid. The next step is a bit more costly on your end.
Sincerely,

*****************************
Business response
08/03/2024
August 3, 2024

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

Re: Complaint Number: 22060922
Customers Name: *****************************
********************** Account Number: *********

Thank you for contacting us regarding a refund that is due. In Mr. ********* response he is asking us to refund money he paid in the store for a phone that was lost in transit. I do apologize that this process has taken so much effort on his part to resolve. We certainly agree that,through no fault of his own, the phone was never received, and he should not be responsible for paying for this device.

We now show a credit on his account in the amount of $65.80 and we have requested this refund be mailed to the address we have on record. His check should arrive within the next 30 days if not sooner. I again thank you for this opportunity to work with ******************** and hope this solution meets his expectations.

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

Sincerely,

******************
Customer Service Support Team
**********************
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We spoke with customer service multiple times over the phone, all of our devices have been paid off, and our account has been canceled by US Cellular. They have told me many times that they would unlock my devices, and now Im being told that they have canceled my account after I switched my numbers to ******** but theyve made it known that they wont unlock my devices. I would like my three devices unlocked so I can have cheaper phone service for me and my family.
Business response
07/29/2024
July 29, 2024

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

Re: Complaint Number: 22051512
Customers Name: *************************
********************** Account ************* ******************** for contacting UScellular in reference to the above account. We are in receipt of ************************ correspondence. **************** states she is having service issues. **************** spoke with customer service multiple times over the phone, and all of their devices have been paid off, and the account had been canceled by US Cellular.

**************** states that we informed her that we would unlock her devices, and now she is being told that we have canceled her account after she switched her numbers to T-Mobile. However, U.S. Cellular had made it known that we will not unlock her devices. **************** would like her three devices unlocked so she can have cheaper phone service for her and her family. **************** states her desired settlement is to be contacted by the business.

We have reviewed Ms. ******* concerns. Because we value the security of our customers information, we require the that the correct first and last name be provided as it appears on the account for verification purposes. This was not provided in her submission.

Please advise **************** to resubmit this complaint with the information requested above and we will be happy to address her 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 Team
**********************
Initial Complaint
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I took out service with US cellular and was told up front that my bill would be no more than $70a month. At the time of the agreement they had a promo going for free I phone 15 on sign on, after it was all said and done my bill $95.75 a month because they charged me $23.65 monthly payment for the cost of the I phone. When I inquired they told me that I would have to get a plan upgrade in order to receive the promo so that was a lie and not what they told me, and when I attempted to return the phone they would not take it back and told be they was going to charge me the full cost of a new phone. I live on social security disability and am on a budget and never would agree to a $96.75 monthly bill.
Business response
07/25/2024
July 25, 2024

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

Re: Complaint Number: 22034045
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 stated his bill was supposed to be approximately $70 a month. He stated that he was supposed to get a free phone promotion and was later told that he would need to upgrade his plan to get the promotion. ****************** stated that he attempted to return the phone. He was advised we could not take it back and would be changed for the cost of the phone.

I see that ****************** started service on April 26 and he was supposed to get a promotion of up to $830 off a smartphone. ****************** did call into **************** on May 30th to advise us that the promotion was missing. The installment for the phone was $21.63 a month. We issued a credit of $43.26 for 2 months of the installment on the phone. We also submitted a promotion exception form to have the promotion applied to the account.
When we went to apply the promotion, the exception was denied stating that ****************** was on the incorrect plan. On July 19th, ****************** attempted to return the phone to the store. This was over 2 months after service was started and we can only accept a return within the first 15 days.

We have reviewed Mr. ******** complaint. I found that we had 2 promotions for up to $830 off of a smartphone in April. The 1st promotion ended April 3 and the 2nd ended on April 30th. When we denied the promotion exception, we were looking at the plan requirements for the 1st promotion. We should have been looking at the requirement for the 2nd promotion. Based on this information, ****************** should have been getting the phone for free. With the promotion credit and the autopay discount, the bill should have been approximately $70.12 a month.

The line has been cancelled and I am unable to apply the missing promotion. I have issued a credit for $26.63 to the current balance on the account, leaving a balance due of $70.07. I have also waived the cost of the device due to our error in denying the promotion exception.

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

Sincerely,

******************
**************** Support Team
**********************
Customer response
08/01/2024

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
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 6/28/24 US Cellular was contracted to provide cellular, internet, and landlines service. The landlines connection was returned with the router to the place of purchase within 8 days because it did not work with my phones. US Cellular was notified to terminate the landlines service and add my daughter to the account by the 12th of July. On the 8th and the 12th they were told that the internet reception was very poor. On the 8th the store reset the router. Tech support was called and walked my daughter through 3 resets from my apartment. Reception improved a little. We were asked to wait and call back if it didn't improve. My daughter explained she is about 1 hour away and I cannot do tech support. In the morning it was better so we did not call; it became worse by evening. US Cellular called and said they were checking things...wait. we waited. No improvement. A friend checked to see if we connected properly...my daughter had called the connection line given ..they said it looked correct. My daughter called again. **** was recieved for full month. Still poor internet and cell phone service. (********* and not syncing). They said they wrote everything down but still told her she would have to be at the router to work with them again. 3 tech support calls and they finally wrote a ticket but still insist I or my daughter do the checking. I want them to come out and fix this! I don't feel that I should pay for ************ that I did not have and my daughter should not have to keep driving an hour 1 way to help them solve this problem.
Business response
07/31/2024

July 31, 2024
Better Business Bureau of *******
Attention: BBB Customer Relations Representative
*************************************************
*******, *******; 60601
Re: Complaint Number: 22032366
Customer's Name: *****************************
U.S. ********************** Account ************* **************** for contacting US Cellular in reference to the above complaint. We are in receipt of Ms. ******* correspondence in which she has requested a credit of $175 for her home internet service, due to having poor service. **************** has also advised, she has tried to rectify this matter, on several occasions, by visiting our Retail Location, and contacting our Technical Support Teams, over the phone for troubleshooting.
As a consumer myself, I understand the importance of ensuring **************** has access to use her device on our network, and were very sorry to hear about the difficulties, **************** has experienced. My name is ******, and I am honored to review this matter for *************** today.
U.S. Cellular has carefully reviewed Ms.Lanhams accounts notes. We were able to determine home **************** was set up on 6/28/24.
On 7/11/24, we received a call from Ms. ******* daughter, reporting issues with buffering. Tier 1 troubleshooting steps were completed, however, issue was not resolved, and her daughter was transferred to our Asurion team, to complete, Tier 2 troubleshooting steps. ******* completed a reset, and service was working. They advised if buffering occurs again,to call us back to have a service ticket opened.
**************** called us on 7/15/24, to report buffering issue was occurring again. Tier 1 and 2 troubleshooting steps were completed, and service ticket INC000019402375, was opened.
Ticket INC000019402375 was resolved on 7/16/24, with notes:
Ticket Response:
The site the customer is attached to is a B5 site only (meaning 4G only). There is site congestion that starts around 9:30 am until 10:30 pm. The customer could see slower speeds at this time
Our Tech Support associate made two outbound calls attempts, in efforts of reaching ***************, but there wasnt any answer.
On 7/19/24, Asurion documented,they received a call, requesting troubleshooting assistance, but they were unable to complete any steps, because our customers, didnt have access to the device.
On 7/22/24, ******* placed a follow up call to ****************,to advise they compared data speeds from our Ms.Lanhams device to others in the same area, and the speeds were the same, and to obtain her routers information. **************** advised, she would call us back with information or wait until callback was placed.
On 7/23/24, we received a call from Ms. ******* daughter, advising **************** took a picture of her routers information, but was unable to send the information, and advised us she would be contacting the BBB. Later day we received another call from her, requesting we send someone out to check service. She was transferred to our Tech Support Team, and they advised, service has been down for 2 days in her area, and to allow 24 for hours, because we were working to restore service.
On 7/24/24, our Technical Support Team, made 3 callback attempts, but were unable to reach ****************. ****************, to provide an update. Later that day, Ms. ******* daughter, returned our call, and she was then transferred to Asurion. I was also able to confirm she attempted to receive information on 7/25, and our notes confirm, she was transferred again. Im unable to determine what information was shared, because there werent any notes added.
On 7/31/2024, there are several notes, confirming **************** and her daughter had requested to cancel service.Ms. ******* daughter was eventually transferred to our ********************* They offered to allow router to be returned, and they would be required to keep their cell phone with us, on a flat rate plan. The 2nd option provided was to remove device activation fee on router and a $30 credit. Both options were declined.
**************** has been presented with the options listed above, in efforts of rectifying this matter. Both offers, are good for 5 days. Should **************** decide to accept any of our offers, please have her give us a call by dialing 611 from her cell phone, or **************.
Wed like to thank ****************, for being our customer and allowing us an opportunity to review this matter.
Have a wonderful day!
Sincerely,
**************** | U.S. Cellular | **************** Support Team | **************
Customer response
08/02/2024

Complaint: 22032366

I am rejecting this response because: we were not offered the ability to return the router until after I, *************************, tried to return equipment to the store,was told they would not take it -call corporate. Corporate would not take it or close account, it was a franchise. I got the balance on the phone; purchased it outright. Was told by the franchise they would call the police if I left it there and would turn my 87 yr old mom into collections. Called corporate back to get them to unlock the phone to use it for a different carrier and THEN they sent me to the resolution team. I ham paid the agreed bill and they agreed to take the router back at corporate and are suppose to send a box to return it. This was NOT a fair resolution but it ended it, IF THEY SEND THE RETURN BOX AND LEAVE US ALONE.

Sincerely,

******** & *********************** & ****** *******
Business response
08/06/2024
BBB Case 14860688
August 6th,2024
Better Business Bureau of *******
Attention:BBB Customer Relations Representative
*****************************
*******,*******; 60601
Re: Complaint Number: 22032366
Customer's Name: *****************************
U.S. ********************** Account Number: N/A

**************** replied with: I am rejecting this response because: we were not offered the ability to return the router until after I, *************************, tried to return equipment to the store,was told they would not take it -call corporate.Corporate would not take it or close account, it was a franchise. I got the balance on the phone; purchased it outright. Was told by the franchise they would call the police if I left it there and would turn my 87 yr old mom into collections. Called corporate back to get them to unlock the phone to use it for a different carrier and THEN they sent me to the resolution team. I ham paid the agreed bill and they agreed to take the router back at corporate and are suppose to send a box to return it. This was NOT a fair resolution but it ended it, IF THEY SEND THE RETURN BOX AND LEAVE US ALONE.

My name is ****** and I understand your frustration with the UScellular Inseego Indoor Router FX3100 New not working as expecting. I have issued a one credit for the past due balance of $23.02. I have also emailed a *** Return Label to the email address on file ******************** If **************** does not receive the label and/or has issues with the label we ask that she contacts US Cellular Customer Support for assistance. ********************** Customer Support can be reached by dialing 611 from her cell phone, or ************** from any other phone.

Sincerely,
**************** | U.S. Cellular | **************** Support Team |**************
Customer response
08/07/2024

Complaint: 22032366

I am rejecting this response because: the original bill was for home service, internet, mobile contract. The home service box was returned to the store within a week and was to be credited. I paid the balance on the 1 month service. I want to see that that home service box was taken off and credited back to my mom's discover.please send a breakdown of what was credited back and what was paid. That should take care of it.
PROCOM SERVICES SWEETWAT *******************; **********, **. 37874 ************
SALE
REF#: 00000002
Batch # *** 06/28/24 APPR CODE: 02866P ENCRYPTED BY ELAVON Trace: 2 DISCOVER
11:40:58
Chip A?/*
AMOUNT
$175.41
APPROVED
Discover Credit AID: AO000001523010

Sincerely,

******** & *********************** & ****** *******
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have us celluar for phone service on may 1st was told by us cellar store employee that my bill was due the 19th every month and it hits my bank account three days later. So on June 20th i received notification that my phone bill was coming out on the 21st. i called us cellar customer support and they informed that i was told incorrect my bill is not due the same day every month. And June payment was due on june 18th. so i called my bank and told them that i had the 90 but that i was at work and didnt get off before they closed could they pay it and would deposit the money and i was told that they were already returning it for insufficient funds. so june 20th i called us celluar customer support and asked if there was any way for my phone not to be shut off my payment was being returned by the bank and i could make payment the payment first thing in the morning cuz was at work. I was advised that i had a zero balance and that i didnt need to make a payment. i then told her that the bank was returning the payment and she informed that the bank couldnt return it cuz it had already been paid. After debating with her for 45 min she finally informed that i had to make a payment online to aviod being shut off. So that wat i did. on june ************************************************************************************************** that they had received it and that i didnt need to make another payment till july 19th and didnt owe them anything else for the month of june. then on june 27th us celluar pulled another ***** out of my bank account. i called us celluar on june 30th and spoke with **** and ask wat was going on he informed that they had not received a return payment from bank for the june 18th payment so i needed to call the bank and confirm that they returned it. and if they did i would need to turn off my auto pay for the month of july and the payment that they pulled on june 27th would cover my july payment.
Business response
07/23/2024
July 23, 2024

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

Re: Complaint Number: 22019021
Customer's Name: Two Cycles
Authorized User: *****************************
********************** Account Number: *********

Good afternoon,
Thank you for contacting UScellular regarding the above complaint. ************************ states he has had multiple issues with information provided by us regarding his payment due dates and returned checks from his banking institution. I do apologize for any confusion and am happy to review the account. ************************ requested as a Desired Settlement to only communicate with our corporate office which is the ****************************** To clarify, our Customer ******************** which handles retention calls, is not in UScellulars ***************** Anytime ************************ would like to speak to our ****************************** he just needs to call **************** by dialing 611 from his cellphone, or with the number listed below, and request to speak to that department. If he is wanting the ***************** their contact information is listed on our website. Our team handles **************** Support for issues such as BBB complaints, we are also not the *****************

The customers billing cycle runs from the 24th of one month through the 23rd of the following month. The Due Date is 26 days later. As days in a month vary, the actual due date *** vary by a few days. This information is plainly reflected on the customers monthly bill. Autopay payments are always posted on the accounts due date. However, banking institutions do not all post or process payments the same way. So, we advise *** take up to 3 days to post to customers bank. In no way do we advise customers of any specific timeframe, as that is up to their personal bank. This is also true of Returned Items from a customers bank. Often the customer will be advised long before the process affects the customers ********************** account. In review of this account, we show the payment of $90.00 processed through the autopay feature on June 19, 2024. It does not reflect it was rejected by the customers bank. Information we provide the customer about payments and balances on the account cannot and do not reflect the customers banking institutions results. The customer chose to make another payment of $90.00 on June 21st from the information provided to him by his bank, as we showed no issue with payment and account balance was zero.

It is the customers responsibility to review their bill for due dates, etc. and have the money in the account they are using for Autopay. The Autopay Discount customers are provided is only valid if the account is on paperless billing, and the full balance of the amount due is paid on or before due date. This account will not qualify for the discount until the customer changes from paper bills to paperless billing online. The Autopay on this account is set up for a partial payment, not the full balance due. The discount will only apply if full balance is paid by due date. We send multiple email notifications (which the customer has control over) to advise when a bill is due, if the autopay feature is not set for full amount, or if balance due is past due. The customer has the option of controlling their account, viewing bill and payments online.

************************ contacted our Customer ******************** and first was given a credit of $15.00 for this issue, and then another $10.00 credit in case the Autopay was affected. We also offered to waive the fee he *** be charged from his bank. On each communication, we have educated the customer on how our due dates,autopay requirements and partial payments are processed.
If ************************ still wishes to speak with a Customer Solutions representative, he *** call the number listed below. We are available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,
**************** UScellular **************** Support Team **************
Customer response
07/23/2024

Complaint: 22019021

I am rejecting this response because:
67724523B5796
Complaint: 22019021

I am rejecting this response because:
When I have called 611 and ask to speak to customer retention department I have always ended up not being transfered to them I get customer support supervisor. As far as the part about your system not showing that my bank return the ***** payment on June 19th I submitted proof on july 21 that the payment was return to you on June 21 2024 from my bank and on July 22 recieved an email from the same lady that responded to this complaint that she recieved documents but I needed to provide my pin before continuing. So if you still stand by that you didn't recieve the return payment from my bank on June 21 then why did your system automatically pull another ***** out of my account on June 27th wen by what you are saying the payment was successfully paid threw on my bank account on june ********* this would mean that a payment was made on June 19th June 21 and June 27th for a total of 270. I can provide the emails sent on july 21 and the response from that email from ****** r that I recieved on july 22 but it won't let me upload them here
Sincerely,

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

*****************************
Business response
07/23/2024
July 23, 2024

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

Re: Complaint Number: 22019021
Customer's Name: Two Cycles
Authorized User: *****************************
********************** Account Number: *********

Good afternoon,
We have received **************************** rejection stating that when he calls to speak to our **************** he is never transferred to them. We have reviewed the account, and we can see that ************************ actually spoke to our *************** on 6/30/24. Our *************** advised ************************ that we draw the payments on the 19th of each month, but it can take two to three days for the payment to process through his bank account as the auto pay is setup using routing number and checking account number. These drafts do not go through immediately, like they do when paying with credit card. We encourage to ************************ to speak with his financial institution to confirm what we are advising him is correct. As of today's date, there is no returned transactions from ************************** financial institution. However, it can take up to fourteen days for the financial institution to return the payment to us unpaid. If ********************** has any additional concerns, he is welcome to contact our *************** as we have record of him doing in the past
Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I added a new line to my account in November 2023, at the time there was a promotion going on for new lines etc for a device credit each month. We took advantage of this promotion, shipped in the old phone as required for a trade in. For the first few months the promotional credit was applied to the new line for the device, then suddenly the credit for the device just stopped showing up on the bill. I have contacted us cellular regarding this several times via they website, and over the phone with customer service. I've been told every time that they would "open a ticket" on this issue yet not once have I gotten a response back with any sort of resolution to this billing issue, and the bill is still incorrect every month. I have asked them to correct this many times but instead they continue to overcharge me every month and expect me to keep paying for their billing mistake. I would like that promotional credit added back to the account for the phone line added in November 2023and would like my account to be credited back for the amount that I've paid to date for the device being billed without the promotional credit applied each month as it should be.
Business response
07/24/2024
July 24, 2024

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

Re: Complaint Number: 22012216
Customers Name: ***********************
********************** Account Number: *********

Thank you for contacting us about the above account. We are in receipt of ************************* complaint which states a line on their account had a promotion and it has since fallen off and they are requesting a billing adjustment.

We understand the importance of accurate billing and receiving promotional credits that qualify. I am happy to investigate this issue for our customer.

In review, I am seeing that on 12/1/2023 the promotion applied to the line was Q4 2023 $799.99 Off Smartphones w/Trade. This promotion required Unlimited Evolved plan with **************** package and a trade in.We received the trade-in and at the time the line on ************************* account had the required data package. On 3/16/24, the customer went on their online My Account and changed the data package to Everyday, which disqualified them from the promotion.

To assist, we are happy to change the data back to the Even Better and re-add the promotion to the account. We will need ************************* permission to make this change. This must be done to receive the credits moving forward. To satisfy the customers request and resolve this ********************, I have added the missing credits, minus the cost of the required data plan, back to the customers account.

We look forward to hearing from *********************** to assist in re-adding the required plan and the promotion as well. To complete this process, we will need to be contacted by calling 611 from a US Cellular phone or dialing **************. We appreciate ************************* time and wish them a well week!

Sincerely,

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

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