ComplaintsforUScellular

• Initial Complaint

  09/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I pre-ordered 4 ******* Galaxy Fold 3s on August 25th 2021. The salesman processed all of my information, took my credit card number, ran my credit, etc etc etc, all was good. No confirmation of order, seems weird but okay I'll take him at his word. Pre-order launch day was the 27th. I had received the same phone from ******* themselves that same day, 7/25/21. I needed 4 more for the family. The salesman put me in for over night delivery and told me it'll arrive on Friday, launch day, 7/27/21. I've called several times to the store and to corporate with the explanation of delay being different every single time. From telling me to go a store and buy one there to telling me that they're being packaged and delivered 7/30/21 to being told that they have no forecast and don't even know if they'll get any. It is now 8/4/2021. I still have no phones. My prior contract has been canceled due to US cellular requirements for the new devices. I JUST WANT MY PHONES!

  Business response

  09/13/2021

  Tell us why here...
  September 13 , 2021
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ****************************************************
  
  Complaint Rebuttal Number: 15836600
  Customers Name: ***************************
  Account Number: ********
  
  Thank you for contacting **** Cellular in reference to the above account.
  
  I certainly understand the importance of *************************** concern regarding his request for new devices. Its never our intention to make it hard to do business. We have reviewed the account in question and notes support we have spoken to the account owner August 25,2021 and advised the pre ordered 4 ******* Galaxy Fold 3s cost is outside of their credit approval amount, and we have suggested different models or a down payment would be required to get all 4 devices at one time.  Should  *************************** or the account owner have any additional request, we ask that they please contact our **************** or *************************** at ************* to ensure their needs and concerns are addressed as soon as possible .
  
  Sincerely,
  
  
  ******** E
  Customer Service Support Team
  **** **********************

  Customer response

  09/14/2021

   
  Complaint: 15836600
  
  I am rejecting this response because:

  The business representative is referencing an account for ***************. I have called numerous times and even went into the store for myself, The salesman called in to verify that I am approved for 4 lines and he indicated that I in fact am. I have called 4 times since then checking on my order placement. Every time having trouble finding my account they always succeed and tell me that the only answer they have for me is that they have no shipped from ******* yet and they have no ETA. If in fact I am not eligible to receive 4 devices based on my credit then I need this in writing and sent to my email address because at this point all of US Cellular customer service reps have told me that I am just waiting in line and 4 weeks beyond the preorder date is a ridiculous wait time. 
  Sincerely,
  
  ***************************

  Business response

  09/17/2021

  
  September 17, 2021
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 15836600
  Customers Name: ***************************
  
  Thank you for contacting UScellular about the above account. I am in receipt of Mr. ********* BBB complaint. ******************* has refused the first BBB response to Mr. ********* complaint.
  
  I am sorry to see that we were not able to meet Mr. ********* needs. Based off Mr. ********* credit check and his personal information provided, a security freeze was put on the account.The security freeze prolonged the process of the pre-order on his phone.
  
  Because the original order was cancelled due to the security freeze, the pre-order is back on the account.  The order is on hold due to inventory.  When the phone is back in stock, continue to process the order.  
  
  Should ******************** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  April S
  Customer Service Support Team
  **********************
  

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began service with US Cellular on 14 August 2021. I bought new phone and largest data package. I was told I had 14 days to return my device and cancel service if not happy. I have not received my unlimited data since day one. I tried a few days later to return the phone and cancel service and now they want 35 dollars for restock fee and i specifically asked about this. I have complained a very large amount of times. Today is 24 August and no one with us cellular will help me. I want my refund.

  Business response

  08/26/2021

  Tell us why here...
  
  August 26 , 2021
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ****************************************************
  
  Complaint Rebuttal Number: 15796052
  Customers Name: *********************
  Account Number: *********
  
  Thank you for contacting **** Cellular in reference to theabove account.
  
  I certainly understand the importance of ********************* concernregarding a refund for our 15 day return restocking fee. Please know Customersatisfaction is and has always been our companys primary goal. And wecertainly appreciate the feedback you have shared with us regarding yourexperience. Its never our intention to make it harder to do business with us.We have reviewed the account and services are currently active. If our customerwishes to cancel service and have a restocking fee waived, we will first needto cancel service. I regret to mention cancelation can only be completed byspeaking to our ********************** or visiting a retail store. AccountNotes indicate there were issues at our location **** S Jefferson  ************************. We ask our customer visit another location for his return ifhe chooses to go into a local store. Should ********************* have further questionsor would like to cancel right away, for fastest service, please contact us backat ************. Thank you
  
  Sincerely,
  
  ******** E
  Customer Service Support Team
  **** **********************
  
  Notes : I began service with US Cellular on 14 August 2021.I bought new phone and largest data package. I was told I had 14 days to returnmy device and cancel service if not happy. I have not received my unlimiteddata since day one. I tried a few days later to return the phone and cancelservice and now they want 35 dollars for restock fee and i specifically askedabout this. I have complained a very large amount of times. Today is 24 Augustand no one with us cellular will help me. I want my refund.

  Customer response

  08/28/2021

   
  Complaint: 15796052
  
  I am rejecting this response because:
  
  I did not have an altercation at your store as I did not go back to your store. Im going to finish the month I paid for and you can keep your poor service. I never said you could continue charging my bank. Better not try!! The world will hear of this worst cell service period! Sincerely,
  
  *********************

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE have had zero service, cannot make a call, attempted to trouble shoot, or get somewhere. Multiple people in our area have the same problems. Occasionally our phones are a lifeline, with no way to reach anyone, it could be detrimental.

  Business response

  08/29/2021

  
  August 29,2021
  
  Better Business Bureau of *******
  Attention: BBB CustomerRelations Advocate
  **************************************************
  
  Re: Complaint Number: 15790577
  Customers Name: ***********************************
  ****Cellular Account Number: *********
  BJHedgecock
  
  Thank you for contacting UScellularabout the above account. ********************** states they have zero service and cannotmake a call to trouble shoot or get somewhere. Multiple people in the area havethe same problems. Occasionally the phones area lifeline, with no way to reachanyone, it could be detrimental.  Ms. Hedgecockis asking for a billing adjustment.
  
  Thank you for contacting **** Cellular My name is ***** andI welcome the opportunity to address this matter for you today.
  
  I reviewed ********************** s account and I see the first timewe received a call about service was on August 23rd, the last ****** the account was in *****. When I review the use on the line, there has beenover 40GB of data used, over **** minutes, and over 100 text messages on themost recent ****.
  
  What I will be able to offer is a credit of service from August23rd until today August 29th.  I see that technical support has submitted a ticketto research the issues on the account.  If ********************** will accept the credit, I ask that she call Customer serviceat one of the numbers below.
  
  Should ********************** haveadditional questions, she may contact our *************************** at*************, or 611 from the cell phone
  
  
  Sincerely,
  ***** S
  Customer Service Support Team
  **** **********************
  Case 11324357
  

  Customer response

  08/30/2021

  The "msgs" are this. We've called/ chatted and told we must go in, during a pandemic, as faras other reports, they're set to call us last week, and then they dont call. Call back request a call back. Etc. So obviously, tbere are issues

*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. ↩