ComplaintsforUScellular

• Initial Complaint

  07/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for services. Representative completed service and traded in a device for credit of $1,200 off of new device. Upon completion, rep gave me trade in receipt of only $515.

  Business response

  07/16/2024

  July 16, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21987538
  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 completed a trade in for a device credit of $1200 but his receipt only showed $515. Mr. ****** desired settlement is to receive an adjustment.
  
  We would like to welcome ************** to the UScellular family and apologize for any confusion his receipt caused.The receipt provided by ************** shows the Trade-in Value of his phone as $515. This is the amount ************** would have been offered if he did not take advantage of the promotion that is shown lower on his receipt. The promotion ************** received showing on his receipt just below the Trade-in Device MEIDis: Q324 NEW LINE 1200 OFF SMTPHS TD.
  
  Ultimately, ************** traded in a phone with a value of $515 and will receive a promotion that has a value of $1200. The promotion will be executed via monthly bill credits to offset the cost of his device. Should ************** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  **********
  Customer Service Support Team
  **********************

  Customer response

  07/16/2024

   
  Complaint: 21987538
  
  I am rejecting this response because: They did not address the complaint, but only stated the obvious. The problem is with the value of $515 and it not being shown until after the transaction, thus misleading the sale. Consumer protection from un ethical business practices is a serious thing. 
  
  Sincerely,
  
  *********************

  Business response

  07/17/2024

  July 17, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Complaint Number:21987538
  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 references the problem is with the value of device not being shown until after the transaction, thus misleading the sale.
  
  We greatly appreciate the opportunity to review the account.  Customer satisfaction has always been our companys primary goal. We strive every single day to provide all of our customers with the ideal experience in all dealings with our company. I recognize that we did not meet these expectations and I can understand the frustration it caused, and I want to take this opportunity to show our appreciation for ************** honest feedback. We will forward ************** concerns to Management for review. This will ensure that the process is addressed. I would like to apologize, again, for the negative experience he may have had with us.  If ************** has additional questions, he may contact our *************************** at *************.
  
  Sincerely,
  
  ******** E | U.S. Cellular | **************** Support Team | **************
  
  

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the afternoon 7/13/2024 I went to the USCellular store in *********************. I had to move the phone number from my iPhone that had a broken screen to my Pixel that was no longer in use. After half an hour of fumbling around and calling his manager, **** said they couldn't move a number from one phone to another because they had been swapped too many times before, and the data in their records was all "scrambled". When I asked what I had to do, he said I had to pay off the phones and start from scratch with new phones. Needless to say this is ridiculous. If the records are scrambled it is surely the fault of US Cellular. If they can't resolve such a simple request, they should release me from my contracts so I can move to another provider.

  Business response

  07/16/2024

  7-16-2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21987281
  Customers Name: ***********************
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We have received ******************** complaint in which he states that he visited a store on July 13th to upgrade a device and couldnt get that completed due to either some confusion or a technical issue. 
  
  We have reviewed ******************** complaint and we apologize for any inconvenience during this visit when he was unable to leave the store with a device. Upon review of the account, I do see one line is currently eligible for a new phone upgrade, which would be his phone line ending in 8179. 
  
  Due to the issue, I would be willing to offer that we can waive the activation fee upon upgrading that device.  If Mr. ******* would like to do so, he can visit a store location to upgrade that device, or may do so by upgrading the device online by logging into his My Account at www.uscellular.com, or he may contact our Telesales team by dialing 888-BUY-USCC (8880-289-8722),  Our Telesales team is available Mon-Fri 8am-9pm,Sat-Sun 9am-6pm.  ***** times are Central Standard time.
  
  Should Mr. ******* have additional questions or concerns, he may contact our *************************** at *************. I would like to remind Mr. ******* that our response times are much faster by contacting us directly to resolve his issues,as I understand that waiting on a response for an urgent matter can increase frustration, and thats the last thing we want to do for this customer.
  
  
  Sincerely,
  
  
  ****************
  Customer Service Support Team
  **********************

  Customer response

  07/23/2024

   
  Complaint: 21987281

  Although I appreciate the acknowledgment of my complaint, I have to reject the response. The UScellular representative, *******, did not address the core issue of the "scrambled" records and the inability to perform a straightforward number transfer. Instead, she offered an upgrade on a single line and the waiver of an activation fee, which does not help at all. This suggests a lack of understanding and attention to the specific issues I raised.
  
  Furthermore, I find it concerning that a technical problem originating from data mismanagement in UScellular's system is being passed on to me as the customer. This is a clear indication of a system fault that should be rectified by UScellular, not by obligating customers to incur additional costs and go through unnecessary procedures.
  
  I need UScellular to find a solution that satisfies my requirements without requiring me to invest more time and money to resolve their internal technical issues. If UScellular cannot do this, they should release me from my contracts without penalty, allowing me to seek service from another provider capable of meeting my needs.
  
  Sincerely,
  
  ***********************

  Business response

  07/24/2024

  July 24th, 2024
  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: ********
  Customers Name:  ***********************
  ************************** Account Number: *********
  
  Thank you for contacting U.S.Cellular in reference to the above account. We appreciate you taking the time to contact us again.
  
  We are in receipt of ******************* rebuttal complaint in which he states that his issue was not resolved with our last response.
  
  We can understand your frustration when not being able to handle an account manner as you would expect to be able to. We apologize for any inconvenience that this *** have caused you.
  
  After reviewing ******************** account and information, we show no reason that we could not swap the devices as needed. However, we also do not show any specific information that we can see from the store to understand the technical issue or system limitation that we *** have run into. With that being said, we still stand by our offer to waive an activation fee, should Mr. ******* choose to upgrade. Or we would have to ask Mr. ******* to visit his local store so that we *** address his need for a swap and review any issues on our side that *** arise in that moment.
  
  Should Mr. ******* have additional questions, he *** contact our *************************** at *************.
  
  
  Sincerely,
  
  
  Customer Service Support Team
  U.S. **********************
  
  

  Customer response

  07/31/2024

   
  Complaint: 21987281
  
  I am rejecting this response because:

  This response does not add anything to the previous one.The continued offer of waiving the activation fee is ludicrous. Why should I have to be tied to yet another phone for multiple years, rather than have US cellular complete the simple task I am requesting? I am dismayed by the utter lack of support offered. I will attempt to get my numbers swapped at a different store but I am not hopeful given the absence of customer service that seems to be the norm at US cellular now.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into us cellular over a year ago a got a phone which I told was going to be free. Turns out theyve been secretly charging me $30 a month for it. Went in a month ago to dispute it and they keep telling me different things. Then I got the international plan and was specially told that Id only be charged for the amount of time Ive used it. But now that ** trying to get to get it off theyre saying you cant do that with plans. I have a witness who heard them tell me the entire thing.

  Business response

  07/14/2024

  July 14, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ******************************************** 2006 
  *****************
  Re: Complaint Number: 21983242
  Customer's Name: ***************************
  U.S. ********************** Account ************* **************** for contacting US Cellular in reference to the above complaint. We are in receipt of Mr. ******** correspondence in which he has shared with us, he purchased a phone, over a year ago, and was told it was going to be free. ****************** also shared he added an International Travel Plan and was told hed only be charged, if he used services.
  US Cellular is committed to ensuring that our customers receive accurate information regarding their services plans. We also take pride in ensuring our customers are eligible to receive their promotion credits. Were saddened to hear we have not been able to fully rectify these matters for ****************** and were grateful to have an opportunity to review this matter today.
  ****************** purchase his device on a ******** Retail Instalment contract. The monthly cost for his phone is $30.50.  ****************** signed a DocuSign document for this purchase, and a copy should have been emailed to *****************.
  We will submit a Promotion Exception form, when a customers promotion code is missing.After careful review of Mr. ******** account, I was able to determine, one was submitted for Mr. ******** behalf, to add $1098 Off Smartphones promotion to his line.
  Our records confirm, on 5/14/2023, ****************** changed his **** plan, online, through his My account. ****************** changed from the Even better **** tier plan to the basic **** tier plan. Due to this change, our team denied the request to add $1098 Off Smartphones promotion, as Mr. ******** **** plan did not meet the promotions requirements. To qualify, for this specific promotion, ****************** would need to change his **** plan, back to the Even better **** plan.  
  To further rectify this matter, we submitted a request to have $700 Off Smartphones promotion added. ****************** qualified for this promotion, and it was added on 7/1/24. ****************** will see credits applied to his bill, within 1-2 billing cycles.  
  For international travel packages, we offer a $15 Daily Pass option, or $100 Monthly Global Travel Pass. Both passes enable usage of their plans Voice, SMS, and Data. However, daily pass charges only incur, if customer does not have the $100 Monthly Global Travel Pass active, and  Voice, SMS, or Data has been used.
  After carefully reviewing the changes made on ******** account, I was able to determine,****************** added the $100 Monthly Global Travel Pass on 6/10/24. This package was removed 6/30/24. Due to this ****************** will only be billed for the time package was active,  and will receive a prorated charge for dates 6/10-6/30/24. Please also be advised, we were able to share this information with ******* verbally on 7/12/24, when he contacted our **************** Team.
  Based off the usage reported, if ****************** had the daily pass active, he would have incurred $105 in charges.  There werent any billing errors found with this package and its charges, and unfortunately, were unable to apply any credits for charges for this package.
  Wed like to thank ****************** for al allowing us an opportunity to review this matter today.  Should ****************** have any further concerns, we recommend ****************** contact our **************** Team at **************, or 611 from any US Cellular phone.
  We thank ****************** for being our customer, and we look forwarding to doing business with him in the future.
  Warmest Regards,
  **************** | U.S. Cellular | **************** Support Team | **************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started 6 months ago. Phone was going into Emergency Mode. Chatted with US Cellular online, and then phone would work. In the last 2 weeks, phone stays in emergency mode. Last week, online chat with US Cellular told me a server was down. This week I was told I have to upgrade my phone because it is not compatible with the changes US Cellular made to the servers? My phone is paid for and was in complete working order before all this. I have paid $149.97 per month for 2 paid in full phones that are not working properly now. Since this started, I have paid $149.97 a month x 6 months = $899.92 I am paying for a service I am not receiving. It is affecting my job as I work for an emergency rail & natural disaster team. I should not have to pay to replace a perfectly working phone because it is paid off. Then they can charge me for the new phones and the contract.

  Business response

  07/13/2024

  July 13, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number:  21979375
  Customer's Name:  *************************
  ********************** Account Number:   *********
  
  Good afternoon,
  Thank you for contacting U.S.Cellular in response to the above listed complaint. We are in receipt of Ms. ******* correspondence in which she states she does not feel she should be paying for service with a phone that is not working and does not feel that she should have to purchase a new phone. I do understand her concern and will review the issue and her account.
  
  
  After reviewing Ms. ******* account, I see that ****************, has contacted our web chat department on 3 different occasions. I do see that with trouble shooting we were able to get her phone working. In her complaint **************** states both phones are paid for.I am showing the Galaxy S10e is paid for, and the other line has upgraded recently. 
  
  We do understand how frustrating it is to have a phone that is not working. After review of the account, I show we did advise that the Galaxy S10e was on the 3g affected list. That phone is not on the 3g affected list and I apologize for the misinformation that was given to ****************. We would recommend **************** calling in to **************** (from a phone other than the one having issues if possible) so we can fully trouble shoot the issue. We also have a tier 2 technical support that **************** can reach out to if basic trouble shooting does not resolve the issue. If the issue is the device, it is out of warranty at this time and one option would be to file an insurance claim since **************** does not wish to upgrade her phone at this time.
  
  In her complaint, **************** is requesting an adjustment of $899.92. At this time, I am showing usage on both lines during the last several months so a refund would not be warranted. We would love the opportunity to do troubleshooting and if **************** does decide to upgrade her phone, we would be willing to waive the activation fee.
  
  
  I want to thank you for giving me the opportunity to review this issue. If **************** has any further concerns now or in the future, she can call our **************** Department at the number listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!
  
  Sincerely,
  
  ****************
  **************** Support Team  **************
  UScellular

  Customer response

  07/15/2024

   
  Complaint: 21979375
  
  I am rejecting this response because: On Friday 7/12/24, my phone would not come out of Emergency Mode. My business colleauges, were trying all day to contact me about a job we have been working since the floods. I had no choice but to go get an upgraded phone. I was in fact charged the activation fee. Also, this new phone was going into emergency mode at 8am this morning 7/15/24. The fact that I was told my previous phone was on the affected list when in fact it was not? That is very aggravating to me. I request that my activation fee for this new phone be credited back to me immediately. AS long as this new phone stays working and the activation fee be credited, that will work for me. However, if this new phone continues to go into emergency mode then we will have a problem.
  
  Sincerely,
  
  *************************

  Business response

  07/15/2024

  July 15, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ****************************************************************************************
  
  Re: Complaint Number: 21979375
  Customers Name:  *************************
  ********************** Account Number: *********
  
  Thank you for responding to our previous reply. We are in receipt of ******************** rebuttal which states she was charged an activation fee for her new phone and wishes for it to be waived. She states that as long as the fee is waived, and she does not see an emergency only error on her device then she will feel her issue is resolved.
  
  We have reviewed Ms. ******* concerns and can understand the importance of having a fee waived that was offered.In review of Ms. ******* account, we are unable to find a charge for the activation fee. In honor of our previous reply, we have applied a $35.00 courtesy credit to her account instead.
  
  If **************** has any further concerns, we ask that she call ************** for ***************** Please listen to the menu options and choose either Technical Support if her device is having issues, or general support for all other inquiries. We appreciate Ms. ******* time and hope she has a pleasant week!
  
  Sincerely,
  
  ****************
  Customer Service Support
  U.S. **********************

  Customer response

  07/16/2024

   
  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just switched service from **** in *** was told I was gonna have all these promotions and my bill will be set at $400 a month which was cheaper than **** which is why I switched! I have 2 iPhone pro *** 15s, 2 iPhone 15 and 1 iPhone 15 plus. One promo for the month of *** was get an iPhone on us promo. We paid taxes on the phones the day of set up. We were supposed to have my military discount added as well. I received my first bill in June stating our bill was $1,063 for the month. I went into the store they assured me it would be taken care of and the bill would update to $420 and some change. Well it never did, so I called customer service their answer was I havent paid taxes and that flew out bill to over a $1,000 we went back and forth the lowered our bill to $886?! Stupid me sent in for a tablet on line over a month ago and never received it or any notification during this process. Called customer service and all anyone can tell me is well your phones high because taxes! Today I called back and the consultant told me I need to pay $336 by the 15th and 337 by the 22nd and my phone bill is gonna be $600 a month! And no we dont qualify for promos. I thought **** was a joke I was sadly mistaken because is cellular has by far been the hardest to deal with

  Business response

  07/27/2024

  July 14, 2024 
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ************************************************************;
  *****************
  
  Re: Complaint Number: 21975852
  Customer's Name: ***************************
  **********************  Account Number: *********
  
  
  Thank you for contacting UScellular in reference to the above account. 
  
   We are in receipt of **************** complaint that he was told his monthly service would be $400 per month when he initiated service with UScellular in May of this year.  He states his first bill in **** was $1,063 and he has yet to receive a satisfactory explanation of the charges.  He further states he returned to the store with the bill and was told it would be amended to $420 and some change.  **************** states he never received a revised statement and after calling UScellular **************** was told the bill could be broken into two payments and his final monthly charge would be approximately $600 per month.  **************** is requesting an adjustment to his charges.
  
  We have reviewed ****************' complaint and his account information and are prepared to offer the following breakdown of charges:
  
  Customers receive one bill per month. 
  **************** is on Bill ***** 10 so his billing cycle starts the 10th of each month and finishes on the 9th of the following month.   
  **************** first bill consists of prorated charges from 5/16/24 through 6/9/24 and full monthly service charges from 6/10/24 through 7/9/24. 
  Since the first bill typically includes a partial month plus a full month of service, the first bill is higher than a normal monthly bill.
  
  **************** paid a total of $470.54 in the store and he can see this reflected on page 1 of the bill. 
  This amount consists of taxes on the retail installment contracts for each device and each accessory for the devices that were purchased in the store.
  
  On the **** bill the total prorated charges from 05/10/24 - 06/09/24 is $269.03.  This charge will not be on his July statement.
  There are one time activation fees totaling $300 that will not be charged on the July statement.
  What **************** can expect on a normal monthly bill will consist of service charges for five lines of service $275, additional charges of $79.95 for device protection for all five lines, retail installments of $138.44 and installments for accessories purchased on installment contracts $49.92 for a total of $543.31.  He will also receive promotional credits totaling $115.19, so before taxes and fees, **************** is looking at a monthly bill of $428.12.
  As a courtesy for the frustration **************** has experienced over the issues with his bill, we have applied a credit of $150 for half of the device activation fees. We show the total amount due at this time to be $613.87. 
  
  Additionally, **************** mentioned a tablet that was ordered but never received.  Our records show the device ordered 6/17/24 and the order was canceled the same day and he was never charged for it.
  
  I hope this information is helpful and should **************** have additional questions, he may contact our **************** Department at *************.
  
  

  Customer response

  07/29/2024

   
  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

  07/09/2024

  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:

  Answered

  More info

  I went to them to get phone and internet service combined together. They set it up, paid the activation fee, got the internet service on. Next month I got a bill for my phone service then a bill from my internet service which was supposed to be combined. I am getting various bills for both the internet and the phone service. I cancelled the internet service. I argued with them since April and I am getting billed separately for my phone and my internet. I talked to them and have gotten the runaround and no one has told me anything about getting this corrected. I am out of the money for the internet. My phone service is fine but it was never bundled since April.I just want the phone service and one bill for the phone service only.

  Customer response

  07/08/2024

  Phone number ************

  Account number *********

  Business response

  07/09/2024

  July 9,2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21945850
  Customers Name: ***********************
  ***************************** Number: 855300692
  
  Thank you for contacting UScellular in reference to the above account. I am in receipt of **************** complaint in which he states he has a cell phone and internet account, and he wants them both on one account. ************** desired settlement is to receive one bill with both lines on one account.
  
  I am truly sorry for any confusion or frustration this situation has caused. I understand how important it is to receive one bill. My name is ***** and I appreciate the opportunity to address **************** complaint.
  
  After review of ************** account,I see that ************** is on a pre-paid account, pre-paid is not able to be combined with a line that receives a bill.
  
  If ************** has another account thats not pre-paid, I ask that he call Customer Support so we can review it for him. ************** may contact our ************* team by calling ************ or 611 from his cell phone.
  
  Sincerely,
  April S.  
  Customer Service Support Team
  **********************

  Customer response

  07/09/2024

   
  Complaint: 21945850
  
  I am rejecting this response because: 

  At the start of **************** I was told the accounts could be tied together, to receive the discounts. I truly feel I was mislead. 

  Because they were not tied together it created a payment ( without the discount) that I could not pay. With the way it was represented to me it would not have been a problem. 

  All efforts to fix the problem, with customer service, has been frustrating with all the run around and transfers, to one department then another, only to be transferred again and again. That's why I seen the only solution was contacting the BBB, so hopefully this doesn't happen to other people.

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

  Business response

  07/10/2024

  July 10, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **************************************************************************************
  
  Re: Complaint Number: 21945850
  Customers Name: ***********************
  ********************** Account Number: *********
  
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of ************** rebuttal in which he states he was told the accounts could be tied together to receive the discounts.His desired resolution is to have phone service and have only one bill for the services.
  
  I sincerely apologize for any misinformation ************** received when activating services. To bundle home internet and cellular service on the same account, they must both be services that receive a monthly bill. ************** has prepaid cellular service which does not generate a monthly bill statement that is mailed or emailed to him.
  
  An option would be for ************* to move his prepaid services to a plan where he gets a monthly bill. We have a plan that is $29.99 with eligible autopayment and paperless billing or $39.99 without autopayment or paperless billing that would give ************** unlimited talk, text, and basic data.  
  
  Should ************** like to move his prepaid account to a get a bill plan so that it can be bundled with home internet, he can do so in store, or over the phone by calling our ******************** at ************.
  
  Sincerely,
  
  
  **********
  Customer Service Support Team
  **********************
  

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