Business Profile

Wireless

UScellular

Headquarters

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Complaints

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

Customer Complaints Summary

845 total complaints in the last 3 years.
270 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:12/21/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Us cellular reports to have the best coverage in *****. I switched to them and now have no coverage at my home at all and they dont have WiFi calling in my area, that was never disclosed to me. Now Im hosed.
Business Response
Date: 12/22/2022
December 22, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18623904

Customer's Name: *******************************
UScellular Account Number: *********

Good afternoon,
Thank you for contacting UScellularregarding the above account. ********************** complaint states Us cellular reports to have the best coverage in *****. I switched to them and now have no coverage at my home at all and they dont have Wi-Fi calling in my area, that was never disclosed to me. Now Im hosed. ************ is requesting as a solution to Finish the job;Modification/discontinuance of an advertised claim.

As I understand how important it is to stay connected, I will be happy to review the account and ********************** troubleshooting completed on the issue. In review of ********************** account, I see there has been no troubleshooting done to resolve the issue. On reviewing the account, the phones were activated in November of 2022. I show ******************** called in stating there was no service at her house because the phones had not been activated at that point. I show no other communication from ******************** once the phones were activated.

We do offer a 15-day guarantee where any customer can try out our service and if it does not suit them for any reason, they are able to return the equipment for a full refund and would only pay for the service used. This 15-day guarantee would have applied to ********************, I do not show she took advantage of it to return the equipment and is now outside the return window.

We do understand the importance of a working phone and would be happy to complete troubleshooting with *******************. Please have her contact our *************************** at the number listed below. We are open from 7 am to 10 pm CST.

I want to thank ******************** for giving me the opportunity to review this issue. If ******************** has any further concerns now or in the future, she can call our *************************** at the number listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,

****************
Customer Service Support Team **************
UScellular
Initial Complaint
Date:12/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been in contact with US cellular on Numerous occasions in 2022. Spoke with them regarding the sub par service my wife and I receive on there service. Only to be told that there is nothing they can do. We consistently drop calls and are told excuse after excuse that its our devices and not there service. They also refuse to adjust our billing fkr the sub par service we receive. Have reached out to customer service and they refuse. I want them to fix our service and quit refusing to ******* for the lack of service we recieve Acct# ********* *******************
Business Response
Date: 12/23/2022
December 23, 2022

*******************
350 **************
**********, ** 65706

UScellular Account Number: *********

Dear ************,

Thank you for your recent inquiry to us regarding your service. ************ states I have been in contact with US cellular on Numerous occasions in 2022. Spoke with them regarding the subpar service my wife and I receive on their service. Only to be told that there is nothing they can do. We consistently drop calls and are told excuse after excuse that its our devices and not their service. They also refuse to adjust our billing fkr the subpar service we receive. Have reached out to customer service and they refuse. I want them to fix our service and quit refusing to comp us for the lack of service we receive Acct#

I understand the importance of Ms. ***** concern with being billed for service, shes not able to consistently use. My name is *****,and I will review Ms. ***** account and provide information below.

After review of the account, I see that we spoke to ************ in January 2022. At the time ************ said service was going in and out, we did offer a booster at half off. ************ accepted that offer of the booster at half off. We did not receive a call about service again until December 19,2022. ************ states that service is not working everywhere she travels. Technical Support did advise that the issue would be the phone. We suggested ************ reach out to Apple Care. We have not heard from ************ since then.

I ask that the BBB be closed as resolved, we have determined that there is no service issues in Ms. ***** area.
Thank you again for allowing me the opportunity to provide you with assistance in regard to your account. If you should have any further questions,you may contact our **************** team over the phone by dialing ************ and we will be happy to help.

Sincerely,
**************** Support Team
**********************
********
Customer Answer
Date: 12/27/2022

Complaint: 18622964

I am rejecting this response because: I have contacted us cellukar several times regarding our service. Including the iPad that has cellular. If you will not take responsibility I will leave the company and move elsewhere.

Sincerely,

****/*******************
Initial Complaint
Date:12/21/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a double payment this month of December on accident. I seen it right away and contacted customer service. The payment amount was $198.01 twice. They said they cancelled the second payment and I would be refunded in 3 to 5 days. Well this has been about 2 weeks and nothing. I had tried contacting several times again and always told to just wait another day. What is the problem with doing a simple refund?
Business Response
Date: 12/22/2022
December 22nd 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 18621034
Customers Name: *************************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. I am in receipt of Mr. ******** complaint in which he states he requested a refund and has yet to receive it. I certainly understand ****************** concern with his refund. My name is *** and I will be happy to assist.

Upon reviewing Mr. ******** account, our records indicate that the payment was processed on December 7th and second payment was processed on December 8th. The December 8th payment was backed out on the same date. The refund typically would be in his account with 3-5 business days. However, the refund was not processed correct by U.S. Cellular. I personally reached out to our Payment team and requested that another refund be processed. Because of the mishap we will be issuing a refund check to ******************. This can take up to 3 weeks to receive but typically most of our customer receive the check prior to that time. Due to the inconvenience,I have applied a $50 courtesy credit on the account.

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

Sincerely,

**********
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 12/22/2022

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:12/20/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have paid my us cellular bill via my bank account for the last couple of years. Now they're sending me a few notifications a day to pay as a 'prepaid account' customer. I have a direct deposit with which is already authorized to pay for the bill each month. In summation, us cellular should discontinue their annoying messages regarding this matter. Thank you for your help.
Business Response
Date: 12/23/2022
December 23, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18614671

Customer's Name: ***************************
********************** Account Number: *********

Good afternoon,
Thank you for contacting UScellularregarding the above account. Ms. ******** complaint states she has paid her USCellular bill via her bank account for the last couple of years. Now she is receiving several notifications a day to pay as a 'prepaid account' customer. She has a direct deposit to pay her bill each month. ****************** is requesting as a solution a bill adjustment.

As I understand how annoying it is to receive several notifications a day, I will be happy to review the account and Ms. ******** notification history.

In review of Ms. ******** account,I see that she is indeed set up on auto pay and the notifications she is receiving are the ones that advise when a payment has been successfully processed and the reminders advising when the payment will be processed. The only other notifications that I am seeing on the account are when a payment does not process successfully or if a pay means is about to expire. These are all notifications that are sent out as a courtesy to ensure ****************** is kept up to date about her account. These are not notifications that we can remove.

As a courtesy, I did adjust $5.00 to ****************** account.

I want to thank ***************** for giving me the opportunity to review this issue. If ****************** has any further concerns now or in the future, she can call our *************************** at the number listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!

Sincerely,

****************
Customer Service Support Team **************
UScellular
Initial Complaint
Date:12/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've contacted us cellular multiple times about an issue with service after receiving two neww phones. They have opened up Engineering tickets over not having service anywhere we go with the phones. They claim that it's the towers with the new 5g but they provide no solution. I've asked to be contacted multiple times in which they claim they have reached out from the engineering team. I've asked to see prove from them reaching out which has.never been provided. Not only has our bill went up the service has gotten worse with the new phones. At this point it seems to be false advertising from the company with claims of the best service. I would like ample compensation from purchase dates of new phones and a solution that is not sorry about your luck like every time I've called.
Business Response
Date: 12/19/2022
December 19, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************************** 60611

Re: Complaint Number: 18607362
Customers Name: ********************************;
**** Cellular Account Number: *********

Thank you for contacting **** Cellular in reference to the above account. We have received the above complaint pertaining to ************************** issues with his service after receiving two new phones. ************************ states that engineering tickets have been created due to service issues wherever he goes, in which we advise this is related to the 5G network, however we do not provide a solution.

************************ states he requested contact multiple times, and we claim our engineering team tried to contact him. ************************ states he has asked to see proof of us reaching out to him, in which he states that proof has never been provided to him.

************************ further states that not only has his bill gone up, but the service has also got worse with the new phones. ************************ states that at this point it is false advertising from the company with claims of the best service. ************************ would like ample compensation from his purchase dates of new phones and a solution that is not sorry about your luck every time he has called. ************************** desired resolution is for us to finish the job.

Customer satisfaction is our companys primary goal, and I would like to apologize for any frustration we have caused regarding this matter. It is never our intent to make things more difficult for our customers and I would be happy to assist with this issue.

Upon reviewing the account, I show that our Solutions Team offered the line ending in 6179 a $40.00 discount for 12 months on 10/19/22, in which that offer was accepted. This offer was made due to the service issues that line is having.

The account also reflects several notes from our Technical Support Team reaching out to ************************ on 11/01/2022, 11/02/2022 and 11/03/2022. We were unable to reach ************************ during any of those attempts to identify the specific locations of where the problem is occurring.

Due to the severity of ************************** issue, the recommendation would be to speak with our ******************************** to see what options are available for compensation due to ongoing service issues with his device. Please contact our *************************** at **************, we look forward to speaking with you as soon as possible.

Sincerely,

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

Customer Service Support Team
U.S. Cellular
Initial Complaint
Date:12/16/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a **** Cellular pre-paid customer since 2017, and have had the same service plan since then. On 11/15/2022 I was attempting to pay my monthly bill of $40 to refill my "$40 unlimited plan." The remote option to pay over the phone was not working, suspiciously, and I was forced to talk to an associate to pay my bill. This associate told me about a $39 dollar version of my plan that she claimed "would be the same" meaning that I would have unlimited everything and I specifically asked if this applied to my hotspot access. She assured me that it would be the same. So I switched to this cheaper plan not knowing that in fact it was not the same. This new plan only had 8 gigabytes of hotspot access and I would have to pay $5 for 5 gigabytes after I used the initial 8. I have since tried to contact U.S. Cellular since via the customer service line and the online chat option. On the customer service line they told me that I could not go back to my previous plan that I have had for almost 7 years, and on the chat line they told me that they had gotten me back onto my $40 unlimited plan. Unfortunately my service ran out before I could confirm it was in fact the same plan I had previously, so I called the customer service line once again and they informed me that I only had 15 gigabytes of data and 15 gigabytes of hotspot. I then asked to speak with the supervisor who informed me that my plan could not be re obtained, and that since I had switched it was impossible to go back. To which I responded "So you tricked me into changing my plan so that you (U.S. Cellular) didn't have to provide me with my $40 unlimited plan anymore." Which he responded to with "sorry about that." I feel that I have been swindled, as I was promised that this new $39 plan would be the same as my $40 plan. If I had been honestly informed of the parameters I would have never switched. I would like for U.S. Cellular to provide my original plan back to me.
Business Response
Date: 12/17/2022
Thank you for taking time to contact us, we greatly appreciate you reaching out to contact us. I understand the importance of having your requests responded to in a timely manner. I sincerely apologize for this situation. Unfortunately, once a plan has been expired if you change off of that we dont have the ability to change you back to that expired plan.
We are always here to help and would be grateful for the opportunity to assist you in the future. If you need anything, please do not hesitate to contact us. Thank you for your continued loyalty.
Have a wonderful day.
Initial Complaint
Date:12/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the 2nd month that my bill has been $500.00 and know one can tell me why. So last month I paid the extra $124.00 and I was given a credit for $100. Because know on new why it was so high. So now this month I received another bill for $500.00 and once again no one know why. So I need for you to look into this problem. No ones bill should be this high every month. But Im a good customer but cant get any answers. They are robbing people and its not right.
Business Response
Date: 12/16/2022
December 16, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18578573

Customer's Name: *************************
********************** Account Number: *********

Good afternoon,
Thank you for contacting UScellularregarding the above account. **************** complaint states his bill has been over $500.00 for two months and no one can tell him why. ************** is requesting as a solution contact by the business.

As I understand how concerning a large bill may be, I will be happy to review the account and **************** price plan and payment history. In review of **************** account, I see he changed his billing cycle date on 10/5/22. This does cause a partial bill and a full bill due in the same month. I see there was a partial bill of $217.24 that was due on 11/8/2022 and a full bill of ****** due on 11/14/2022. I am showing a payment on 11/11/2022 of $300.00 and $124.57 on 11/25/22 which left $135.01 past due that carried over to the next bill. I am also showing a new phone was purchased on the **** line that would have had a $30.00 activation fee.

Currently the customers balance of $420.90 is past due. This amount was due on 12/15/22. Total balance showing on the account of $521.85 includes accessories billed to the account of $100.95 for screen protector, charger, and case for the new phone. Only payment made in December was for the taxes on the new phone of $50.37.

In reviewing the account, I see that we did discuss this with the authorized user on the account several times.

I want to thank ************** for giving me the opportunity to review this issue. If ************** has any further concerns now or in the future, please contact our *************************** at the number listed below, which can assist daily from 7 am to 10 pm CST. Thank you and have a pleasant day!

Sincerely,

****************
Customer Service Support Team **************
UScellular
Customer Answer
Date: 01/03/2023

Complaint: 18578573

I am rejecting this response because:
To:"Customer Relations" <**********************************************************************************************>
I received another bill saying now I owe $900 ! Really??? Have them to respond to this as well!!

Sent from Yahoo Mail for iPhone

Sincerely,

*************************
Business Response
Date: 01/04/2023

January 4, 2023

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611
Re: Complaint Number: 18578573

Customer's Name: *************************
********************** Account Number: *********

Good afternoon,
Thank you for contacting UScellularregarding the above account. **************** complaint states he received a recent bill that was over $900.

In reviewing **************** account,we do acknowledge that he has contacted us regarding past bill. The account was at a zero balance on 11/25/2022. New charges include an invoice for service on 11/26/22 for $420.90 which was due on 12/15/2022; accessories for a new device that were charged to the bill for a total of $100.95 on 12/1/2022 that will be due on 1/25/2023 but is part of the current balance; and current charges of ****** which generated on 12/24/2022 and will be due on 1/14/2023.

This gives a total balance of $946.20,as of 1/4/2023, with $397.56 past due as of 12/15/22; $****** due on 1/14/23 and $100.95 due on 1/25/2023. The customer has received promo credits of $23.34 which are factored into the past due balance and will be receiving a $46 credit for his new device on the next bill due in February. The only payments that have posted to this account were on 12/1 for $50.37, when he paid for the taxes on a new device.

In reviewing the account, I see that we did discuss this with the authorized user on the account several times.

I ask that the complaint with the BBB be closed as resolved. We have provided the same information to the account holder as well as the BBB. I ask that ************** call **************** and we will be able to fully review the bill and account with **************

We do hope that this provided some clarity to the issue. Should ************** have any additional questions, he may contact our *************************** at **************.

Sincerely,

****************
**************** Support Team
**********************
********
Customer Answer
Date: 01/13/2023

Complaint: 18578573

I am rejecting this response because:

You guys did not take off the $125 I had to pay with $347 bill in November. And the lady said she took off $100 which she did not to make my balance 0. Now I just paid $347.00 more dollars now my bill is $500 instead of the $347.00 like always. The phone that got added just took the place of the old iPhone that was paid off. And we had to pay the taxes to receive it. So with that being said!!! The bill should not go up $180 more when one phone took the place of the other. And can the bbb get the voice recording of the times I talk to someone to someone on the phone?? If they they get the recording they will see that everything that you are saying is a lie! Can they get them??? Or are you guys hiding something! Tell the truth and shame the devil!!! How about that! Send it to the bbb and we can resolve this right now!!

Sincerely,

*************************
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received 3 cell phones with 3 lines on November of 2020. Since then, I have been paying for the phones and supposedly receiving promotional credits that was agreed upon on a contract signed when I received the phones. Since then my phone bill slowly started changing. The bill was always inconsistent. I have spent the last 6-8 months arguing for a contract so I can deliver my account with US Cellular and go my separate ways. They until this day have not been able to provide me a contact. However, *** been told a different story each time I call them from I have been getting charged international fees to insurance fees and now charged with promotional fees that were suppose to be free. The bill is hard to read and very inconsistent. When I call I get hung up on, promised to call back or no help at all. Horrible customer service. Im going to sit down from November 2020 and comb through each bill with a fine tooth comb. I was advised that I had to pay the remaining amount without a contract that I should just believe customer service when I was being charged unauthorized services from the beginning. Your company is fraudulent. I have paid ***** dollars this year in 3 lines when the phones were suppose to be free through promotional credits. I want answers on my contract because word of mouth and what you decide to put on paper isnt justifiable at this point. If you cant provide me a contract, I want to know how your going to justify the remaining amount of what is left on the phones.
Business Response
Date: 12/14/2022
December 14, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 18570218
Customers Name: ***********************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. I am in receipt of ******************** complaint in which she states that her bill has been slowly changing. ******************** states that she has paid $2,600 this year for 3 lines when the phones were supposed to be free through promotional credits. ******************** is requesting answers on her contract. If a contract cannot be provided, ******************** is requesting to be able to opt of service with U.S.Cellular with no penalty.

I certainly understand ******************* frustration. I will be happy to address her concerns and provide any explanation of the charges.

I reviewed ******************** account and I see she spoke with our ******************** on December 13th and we advised her that she has been receiving the promotional credits for the phone as she mentioned on all of her lines. However, on the line ending in ****, the promotional credit was removed in October in error. We offered to rectify the issue, but the customer declined to resume service so we could fix the issue.

We also explained to ******************** that her balance has been higher than normal due to the multiple nonpayment and late fees. Each time the account is suspended due to nonpayment, the customer is charged a $25 restore fee per line. ******************** has been suspended for nonpayment nine times this year resulting in eight restoral fees for each line or $600 in total. We have also credit $300 for some these restore fees as a courtesy over the last year. After reviewing the previous months bills, the charges on the account are correct.

******************** received a copy of her service agreement at the point of sales. This information should have either been provided in store and/or via email. Although ******************** no longer has a copy of her own contract, she would still be responsible for the charges on her account once she opts out of her service agreement. I will send a request to get a copy of the service agreement if available. Please note this may take 2 or 3 weeks before it is available. We highly suggest ******************** to search for the paperwork provided or review her emails from November 27th,2020, for a faster resolution.

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

Sincerely,

**********
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 12/16/2022

Complaint: 18570218

I am rejecting this response because:
I've been advised I have been charged for International Roaming Fees and paying for insurance on a phone that I dropped over a year ago. Every time I call the story changes and I learn something new of what I've paid. Then of course the promotional codes for the phone ending in ****. I'm still getting charged for services that I'm no longer using. I shouldn't have to call and argue about a bill. My bill monthly since December of 2021 has been 226 dollars and more since then a month. It's not my job to make sure that you don't add fees that aren't requested, it's yours. Unfortunately, I've had to print out every bill and will be spending this weekend going through every extra charge that was added. My bank account changed and caused my bill to lapse once which a huge headache. I wasn't allowed after that to pay online or through the electronic system. Your only available certain times of the day. I work more than one job so I don't have forever to wait on hold, put my number in for a phone call back that never happens or get hung up on. Yes, your customer service is HORRIBLE! I want a copy of the binding contract because nothing your company has advised has been truthful. I don't want a receipt from the day of purchase. I've asked for a copy of the binding contract for months now. I don't have a reason to trust your company so a document trail has been requested to support what was advised. What are the stipulations of the contract? The length of the promotional codes indicated on the contract? The monthly promotional codes that you offered for November 2020? A break down of the agreement of the bill for each month? I think I deserve to see the details of this that I agreed upon when I signed up for the phones.

***********************
Business Response
Date: 12/21/2022
December 14, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 18570218
Customers Name: ***********************
****Cellular Account Number: *********

Thank you for contacting ****Cellular in reference to the above account. I am in receipt of ******************** rebuttal in which she states that she is rejecting the response because she does want a copy of her service agreement. We will be happy to honor her request as stated in the previous correspondence. Please sure ******************** is aware that the request will take several weeks and will mail a copy of the service agreement she signed to the address we have on file.

The monthly promotion ******************** received on her lines in November 2020 was the Holiday 2020 New Line $829 Off Select iPhones Promotion. This promotion offered a $27.64 monthly discount for each line as long as the lines are active on the account.

We reviewed the account and ******************* has not been charges for insurance (Device Protection) since February 2021. I do not see any changes since that time. I also do not see any international roaming charges on ******************** account either. This information that was provide to ******************** is not correct. The charges as of September 27th,2022, are as follow:

$130.00 for three lines on the Unlimited Evolved Plan
$15.00 **************** Plan - Line 2207
$27.63 iPhone 12 White 64GB Line 2644
$27.63 iPhone 12 White 64GB Line 3855
$36.63 iPhone 12 ************ 128GB Line 2207
$20.83 Apple Watch S7 Alum
$13.74 Apple Watch SE 2nd Gen
-$27.63 Promotional Credit for Phone
-$27.63 Promotional Credit for Phone
-$27.63 Promotional Credit for Phone
= $188.57 before taxes and general fees

This is what a normal bill amount would be for ******************** if there were not any restoral or late fees on her account. Unfortunately, since June 2022, ******************** account has been suspended over 9 times which has caused a higher bill due to restoral and late fees. Should ******************** have questions about our service agreement, additional information can be found on our website https://www.uscellular.com/legal/customer-service-agreement.

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

Sincerely,

**********
Customer Service Support Team
U.S. **********************
Customer Answer
Date: 12/22/2022

Complaint: 18570218

I am rejecting this response because:

please read through all of the notes that were taken with your customer service representatives. They indicated different charges every time I called in. Yes I changed bank accounts and didnt change it on my automatic payment and ever since, I wasnt able to make a payment online or over the phone. I had to speak with a representative to make a payment. My bill has never been consistent based off the monthly charges since I started my contract with your company. Please provide me a copy of the contract so I can pay what is remaining and go my separate ways. Im not declining to pay what is fair. Also, the contract that your referring to for the phones isnt available online for my viewing. Ive requested it for over 6 months now from a representative. Why are you not able to provide me a copy of this?

Sincerely,

***********************
Initial Complaint
Date:12/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of ********************** for several years, but was on a family plan for which I reimbursed the administrator of the account. In January 2022, I went out on my own with a separate plan, in order to build my credit and get a line activated for my then boyfriend. I was told a lot of information by a sales rep, which later I found was false information. The first thing that was not correct was the monthly charges for service. He said my monthly fee for the plan we selected would be $50 per month per line. This was only $10 more than what I had paid on the family plan so I accepted. Instead, for several months I was charged $60 per line. I also expressed my need for the bill to be due mid month and he said it would come out on the 10th of every month but I could also call customer service and get that pushed out a few days. I needed this because most of my bills are due between the 1st and 5th of the month and as a CNA, I only make $13 an hour. This is turned out to be untrue as my bill has been due the 2nd of each month and getting an extension has resulted in late fees. I was also told that other than paying taxes, the second phone was a free phone but that was also false. After my boyfriend and I broke up, I was told I could not cancel the phone until his was fully paid for but that I could suspend the line every 3 months. This also turned out to be false. It was not stated as a one time action but something I could do every 3 months. After suspending the line 2 separate times I was told by a phone rep that it was only allowed once and that allowing it 2x must have been a "system error." Additionally, I have been treated very rudely by US Cellular Reps on more than one occasion. The rep who signed me up was very friendly, he just wasn't honest. I don't understand why a well known business such as this one would outright lie to a customer about multiple things.
Business Response
Date: 12/09/2022
December 9,2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************** 60611

Re: Complaint Number: 18547948
Customers Name: ***************************
****Cellular Account Number: *********

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

We are in receipt of ************* complaint where she states In January 2022, I went out on my own with a separate plan, in order to build my credit and get a line activated for my then boyfriend. I was told a lot of information by a sales rep, which later I found was false information. The first thing that was not correct was the monthly charges for service. He said my monthly fee for the plan we selected would be $50 per month per line. This was only $10 more than what I had paid on the family plan so I accepted. Instead, for several months I was charged $60 per line. I also expressed my need for the bill to be due mid month and he said it would come out on the 10th of every month but I could also call customer service and get that pushed out a few days. I needed this because most of my bills are due between the 1st and 5th of the month and as a CNA, I only make $13 an hour. This is turned out to be untrue as my bill has been due the 2nd of each month and getting an extension has resulted in late fees. I was also told that other than paying taxes, the second phone was a free phone but that was also false. After my boyfriend and I broke up, I was told I could not cancel the phone until his was fully paid for but that I could suspend the line every 3 months. This also turned out to be false. It was not stated as a one time action but something I could do every 3 months. After suspending the line 2 separate times I was told by a phone rep that it was only allowed once and that allowing it 2x must have been a "system error."Additionally, I have been treated very rudely by US Cellular Reps on more than one occasion. The rep who signed me up was very friendly, he just wasn't honest.I don't understand why a well known business such as this one would outright lie to a customer about multiple things..

I understand the importance of ************** inquiry, and I am sorry to see that the service has caused some frustration. I will review the account and provide information.

After review of the account,I see that the plan is $78.00 a month for both lines, that does not include the device protection at $9.99, and retail installment at $26.66 for line ending in *****. The line ending in ***** has $9.33for an installment. The balance is $123.98 before taxes and fees. The plan is less than what was quoted to ************** at $39.00 a line for a total of $78.00, the additional charges are all customer option. ************** has the option to set up for auto pay and paperless billing to save $10.00 a month.

We do not have the option to suspend the line each month until the phone is paid off. I am sorry if some has provided that misinformation. I double checked and the line ending in **** has $167.94 left to pay off. If that phone is paid off, ************** has the option to cancel service at that time.

Currently, ************** due date is the beginning of the month and we do have the option to change the due date.In order to change the due date, we will have to change the cycle date.

Once again I apologize for any misinformation provided to **************, if she will call **************** we will be able to assist with the due date, review her plan with her, and see if the phone qualified for a promotion at the time of purchase.

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

Sincerely,
April S
**************** Support Team
**********************
********
Initial Complaint
Date:12/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had been do for an upgrade on my cellular phone. Dec 3rd, 2022 I decided to go into celltech and get a new phone. My wife, daughter and myself went into the us cellular store in ********** around 10:30-11:00 am. I told them I wanted to get an upgrade, they said great which phone was you looking at. The customer service lady that assisted us walked us over to the phones and we began looking. She came back over asked if we found one we I did. She then asked which one and told me there was a promotional going on right now I could get $600 off the price of the phone plus $100 in accessories. Great we picked out the items and went back to the counter as she retrieved the items. As we are all grouchy sitting there she said in order for me to get a new phone I have to change my plan because the one I had was expired. (I have had us cellular for about 4 years) so my wife then asked how much was it going to be. The manager then came over and said let me figure the cost for you. My wife then stated that will tax we pay about $410 a month now. She said it is gonna be able $360. Great like sign us up. Never once did the sales manger or the sales associate say the plan was going to be different and not just cheaper. We have 5 phone lines on my plan. My step son called around 4 pm that evening stated that he could not hook up to Hot spot on his phone nor could his brother. So we called celltech back and told them about the hotspot. They said sorry for the inconvenience but it is no longer on the new plan we put you on. We told them we would bring the phone back and they could put us back on the old plan. They said they cant now because its expired. My sons use hotspot as their sole internet service and have for over a year. We called the us cellular company and they said they couldnt do anything either. We since have had to get internet service for my 2 step sons. Which is an additional $54.99 a month so if you add the new phone plan of $360 and $54.99 that is over $410.
Business Response
Date: 12/14/2022
December 14, 2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 *************** Suite 2006
*******, ** 60611

Re: Complaint Number: 18543451
Customers Name: *****************************
**** Cellular Account ************* ************************ for contacting **** Cellular in response to the above listed complaint. We are in receipt of ******** correspondence. We understand the importance of having a plan that fits the needs of all family members and that the hotspot service has been their sole internet service for over a year. We apologize for the frustration this has caused.

We have reviewed Shannons concerns. However, while it is never our intent to make matters more difficult for our customers, we must ensure the security of our customers' information. We have reviewed the information that ******* has provided and found that they did not provide a correct phone number for the account to be considered verified. In order to move forward ******* will need to provide this information in a new response or can contact us at the number listed below.

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. ********************* reach us by dialing 611 from any U.S.Cellular device or ************.

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ************** | **************** Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 12/18/2022

Complaint: 18543451

I am rejecting this response because:
Us cellular was requesting more of my information to verify my account.
*****************************
************
204 ************************************************************************* 62366

Sincerely,

*****************************
Business Response
Date: 12/22/2022
12/22/2022

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
330 ***************************************************************************** 60611

Re: Complaint Number: 18543451
Customers Name: ***************************;
**** Cellular Account Number: *********

Thank you for contacting **** Cellular. We have received the above complaint stating that ****************** was due for an upgrade on his phone. ****************** went into Cell Tech on December 3rd to get a new phone. ****************** states his wife, daughter and himself went into the **** Cellular store in ********** around 10:30-11:00 am.

****************** stated that he wanted an upgrade, and then asked him what kind of what he was looking for. ****************** states the customer service representative assisted them with looking for a new phone. The store associate then advised ****************** that there was a promotional offer on the phone he selected, which would give him $600.00 off the price of the phone, plus $100.00 in accessories.

****************** selected the phone with the promotional offer and was then advised by the store associate that he would need to change his plan in order to qualify for the promotional offer. ****************** then spoke with the manager to determine the cost of changing their price plan. ******************** wife then stated that they pay around $410.00 a month now. The store associate stated the bill would be around $360.00 and **************** agreed to make the price plan change.

****************** states neither the sales manager nor the sales associate advised him of the plan being different as a result of it being cheaper. **************** states they have five phones on their account. His stepson called that evening stating that he could not connect to the hotspot on his device nor could his brother. ****************** contacted Celltech to advise us of the hotspot issue. However, they said they are sorry for the inconvenience, but it is no longer on the new plan we put you on.

****************** states he advised he would return the phone if he could get back to his old plan, however due to the plan being retired we could not put them back on that plan. ****************** states his sons use the hotspot as their sole internet service and have done so for over a year. ****************** called *** Cellular and was advised that we could not help him either. ****************** ended up having to get internet service for his two stepsons, which is an additional $54.99 a month. Altogether, the cost exceeds the $410.00 figure that they had originally.

Customer satisfaction is our companys primary goal, and I would like to apologize for any frustration we have caused regarding this matter, and I will be happy to assist with this issue further.

Upon reviewing the account, I do show that we in fact did change the plan prior to inquiring about the usage of the hotspot. While we cannot put you back on the previous plan, I do recommend speaking with our Solutions Consultants Team to try and help lower the cost of your bill due to this error on our end.
We may be able to help reduce the cost, so you are back paying what you were quoted, or something close to it. Please contact us at the number below at your earliest convenience.

Please contact our *************************** at **************, we look forward to speaking with you as soon as possible.

Sincerely,

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

Customer Service Support Team
U.S. Cellular

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