ComplaintsforUScellular

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account is in collections. After services were disconnected. Me and my fiance went in to get a print out for the $1650 we owed. And why we owed that amount if our bill was usually 525$ to which we were told it would be mailed to us. Okay Then it goes into collections for $4000 hold up how we get from $1650 to 4000$?? Again went in. No one would do a print out of why we owe this. Help. All I want is a simple list breaking down what I owe. Im not paying anything until I know why they tried to s**** me over like they have with so many people I know. Not right at all.

  Business response

  11/11/2024

  November 11th,2024
  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *******************************************************
  ****************
  
  Re: Complaint Number:  22534196
  Customers Name:  ******* ********
  ************************** Account Number: N/A
  
  Thank you for contacting U.S.Cellular in reference to the above account.
  
  We are in receipt of Ms.********* ********* in which she states she would like a detailed bill print-out to show what is listed and owed.
  
  Unfortunately, we were unable to locate an account with the phone number Ms. ******** provided in her *********. In order to review this information and assist, we must have the UScellular phone number or account number. Please reply back with this information if you have not already been assisted with this.
  
  Should Ms. ******** have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  Customer Service Support Team
  U.S. **********************

  Customer response

  11/12/2024

   
  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

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a e-mail from US Cellular about upgrading my at 0-down payment, 0-monthly payments, credits would added to my account monthly. The email said 1000.00-1200.00 for an upgrade if I traded my iPhone in. I stoped at at near by store and they told me my iPhone was in great shape. So I traded my iPhone in and now I received a email as they gave me ****** for my old iPhone that was not old and was in new shape. My wife and my daughter all did the same thing. Not I am going to get hooked on pay the difference as they did not give us what they said. We was to get a new phone trading our old ones in for 1000.00-1200.00. I am sure we got ripped off from the company. We got the same size iPhones as we had.

  Business response

  11/09/2024

  Thank you for taking time to contact us.   Promotional offers may have certain requirements to qualify for to get the promotion.  If all requirements are not met, then you would not qualify for the promotional offer. If there is something missing I would recommend reaching out to your sales representative and they can submit a promo exception form.  The trade in value for your equipment is determined by our 3rd party vendor Hyla, for any questions you can reach out to them at ************.
  If there is anything we can do for you in the future, please do not hesitate to contact us at ************ or 611 from your cellular phone.We are always here to help in any way possible.
  Have a wonderful day.
  Sincerely,
  *******
  Customer Service Support Team

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid 4 phones off from my account *********. Was wanting to transfer to ******* since phones were paid off. We went to us cellular first to make sure phones were paid off and unlocked and the *** said YES they are(store located in the mall) We went to **********; *********************** and went to *******. They got my phone number(0116) transferred but not the actual phone itself. So we get all the at transferred and it still said SIM LOCK. Well the day prior my girlfriend was on the chat with us cellular and filled out an unlock form and they did all that. While at ******* it wouldnt let the phone come over to ******** So we called Us Cellular and they told us EVEN IF WE PAY PHONES OFF WE HAVE TO WAIT 120 DAYS. No where in our customer agreement does it say that, ANYWHERE. Even the employees at Us cellular had no idea about this 120 days policy I paid the phones off. Its mine. Not us cellular anymore. I dont think its fair, and the agent on the phone said that no one pays their phones off before the 120 days The agent said theyve had this issue before with people, I wouldnt have paid my phone off if I knew this would happen, Im not looking for a refund just to be done with them completely.We want our phones unlocked as it is ours now. And to be done with Us Cellular. They didnt seem to want to put any effort into helping us, we felt pushed off and held hostage to be with them.

  Business response

  11/05/2024

  November 5, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number: 22508964
  Customers Name:  ****** ********
  ********************** Account Number:  Not Provided
  
  
  Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Mr. ********* correspondence in which he states that he is wanting to transfer to ******* and paid off his phones. Mr. ******** states he was told that with the phones being paid off, they were unlocked. Mr. ******** also states when he went to *******,the phones were still locked at which point he contacted UScellular again and was informed that he would have to wait 120 days to have the phones unlocked.  
  I am truly sorry for any trouble this has caused Mr. ********* I understand how important it is to have the correct information to make the best decision. I apologize for any misinformation Mr. ******** received.
  We do have a waiting period for phones to be unlocked. That waiting period is 120 days. This is an industry norm and after the 120 days we would be happy to unlock the phones for Mr.*********
  I hope this information has been helpful in answering this complaint.
  Sincerely,
  ****** *.
  US Cellular **************** Support Team

  Customer response

  11/06/2024

   
  Complaint: 22508964
  
  I am rejecting this response because: I should not be held hostage to a company when I paid off my phones. Its like buying a car, if you decide to pay it early, the bank cant say we have to have the car for 120 days before you can do anything so well hold onto the title until then that would just make 0 sense. I demand my phones to be unlocked otherwise I am lightly informing you that further action may be taken. No where in my consumer agreement or *** stated the 120 days. Thats just ridiculous. Its my phone now. Not yours. Mine. I made the necessary payments to obtain the phones. 
  
  Sincerely,
  
  ****** ********

  Business response

  11/08/2024

  November 8, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number: 22508964
  Customers Name:  ****** ********
  ********************** Account Number:  Not Provided
  
  
  Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Mr. ********* rebuttal in which he states that the 120-day waiting period to unlock the phones should not apply since the phones are paid off.
  I understand Mr. ******** frustration with this process. Our unlocking policy does state that the phone must be activated with UScellular for 120 days to be unlocked. This includes all devices, even those that are paid in full at time of purchase or paid off early.The Retail installment contact that Mr. ******** signed does state that other conditions of wireless service may apply. The only exception to the 120-day requirement is for Military Deployment outside of UScellular coverage.
  Should Mr. ******** have any additional concerns he may contact customer service by dial ************.  I respectfully request that the Better Business Bureau close this complaint as this issue has been addressed.
  
  Sincerely,
  ******* *.
  US Cellular **************** Support Team

  Customer response

  11/11/2024

   
  Complaint: 22508964
  
  I am rejecting this response because: you are saying other wireless service its nothing to do with my service. Its to do with my phone. Phones shouldnt be held to you even if I paid them off early. Did you pay for it? If you did, then this would be your phone. But no. I paid for it. So its my phone. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After my wife traveled to **** for a couple of weeks with her US Cellular phone, I noticed add-on charges on my 10/04/2024 phone bill labeled "$15 Daily Global Travel Pass Excluding MEX-CAN" for 8 consecutive days (09/07/24 to 09/14/24), totaling $120. While abroad, my wife had noticed pop-up messages on her phone offering her cellular service. She ignored these messages and never followed the link to authorize such service. She kept her cellular data turned off the entire time she was out of the US and only used WiFi networks. I contacted **************** three times to complain about these unauthorized charges. Once I was told that since usage under the service had been minimal, the dispute team would likely waive the charges. However, that did not happen. I reopened the dispute one more time but never heard back.We had traveled with US Cellular phones to ****** and **** in the past without any such issues. I don't see how I should be responsible for US Cellular's glitchy software that activated unwanted services we didn't use. Since the charges were unauthorized, I expect a full refund of the $120 charged, plus tax and surcharges.

  Business response

  11/04/2024

  November 4, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *******************************************************
  *****************
  
  Re: Complaint Number: 22505136
  Customers Name:  ******* ****
  ********************** Account Number:  Not Provided
  
  
  Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Mr. ***** correspondence in which he states his wife traveled to **** and was charged daily international fees although she never subscribed to an international plan. He is requesting he be refunded $120 for those charges.

  
  I am truly sorry for any trouble this has caused Mr. ***** I understand how important it to understand what you are being charged for and for the bill to be what you expect it to be.I do see Mr. **** called and requested a refund and a case was opened to have the charges researched and the charges were found to be valid and no credit was issued.  There was an attempt to reach Mr. **** by phone and when the call was not answered, a text message was sent requesting he call us at his earliest convenience.

  
  I would like for Mr. **** to know that the text messages his wife received were not solicitations to subscribe to an international plan, they were informational messages letting her know that any time she used her phone she would be charged $15 per day.

  
  In my research I find on the bill dated 10/4/24 his wifes line was indeed charged $120 for international usage.  I checked her line specifically for the time she was traveling and found she made international calls on 9/7/24 and sent text messages on 9/7/24, 9/9/24, 9/11/24 and 9/13.24, the other days she was charged were for days there was data usage. The data usage was very minimal and was probably incurred when she was accessing the wifi she connected to while she was traveling.  I have issued a $60 credit to the account for the days she was charged due to the minimal data usage.  Mr. **** is responsible for the remaining charges.
  

  I hope this information has been helpful in answering this complaint and providing Mr. **** with a satisfactory resolution.
  
  
  Sincerely,
  ******** *.
  US Cellular **************** Support Team

  Customer response

  11/05/2024

  Complaint: 22505136
  
  Regarding ******** *.'s response, firstly, I never had a missed call from US Cellular or any text messages regarding this matter and neither did my wife.
  
  While she was out of the country, my wife had cellular data turned off the entire time. To her best knowledge, she only used her phone on private or publicly available (free) WiFi networks. With cellular data turned off, she had no reason to believe that she would be charged by US Cellular for using her phone, and she did consider those notifications to be solicitations.
  
  Again, we previously travelled internationally with our US Cellular phones using the same precautions described above (cellular data off; WiFi only), and did not experience any issues. Another thing that strikes me as strange is that although my wife travelled outside the country from 09/07/2024 through 09/21/2024, charges appear only for the first half of that time. During this time period, my wife did not change the way she used her phone, which, in combination with the minimal usage, supports the suspicion that during the period from 09/07/2024 through 09/14/2024, some technical glitch caused US Cellular to treat her phone differently.
  
  My wife acted in good faith while using her phone, neither requesting nor authorizing any services to be provided by US Cellular, and she would not have been inconvenienced if such services had not been available. For these reasons, I believe, a full refund of the charges is justified.
  
  Regards,
  ******* ****
  

  Business response

  11/07/2024

  November 7th, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *******************************************************
  *****************
  
  Re: Complaint Number: 22505136
  Customers Name: ******* ****
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Mr. ***** rebuttal from our previous correspondence in which Mr. **** feels that he should receive a full credit for the international charges his **** incurred while traveling in *****
  I can absolutely understand the frustration when you receive a bill higher than normal.  In review of ******** initial complaint and rebuttal he specifically advised that his **** purposefully ignored the messages from us stating the charges that would be incurred while using the phone while abroad.
  Even though we sent messages specifically advising the billing impact, we have already waived of those charges in our initial communication as a courtesy due to Mr. ***** long-standing service with  us as a courtesy. 
  UScellular is billed any time our customers use their phones abroad and in turn those charges are reflected on customers billing once we are billed for those services.  We have already absorbed the cost of half of those charges, however as the customer described in their initial complaint, they specifically ignored the messages advising the possible billing ramifications for using the services abroad.
  After reviewing this rebuttal, we will not apply any additional credits for these charges on Mr. ***** billing as we have already done that in our initial response.    While I understand that Mr. **** might be frustrated by this response, we specifically sent those messages to provide ******** **** the ability to understand the potential billing impact by using her phone abroad and she ignored them. 
  At this time we request this matter to be closed and if ******* has any further questions about international charges and/or billing questions, they may contact our **************** team by dialing ************ or by dialing 611 from their cell phone. Thank you for giving us a chance to look at this further.
  
  ******* C

  UScellular

  **************** Support Team

  Customer response

  11/09/2024

  Complaint: 22505136
  
  I am rejecting this response. Since US Cellular is fighting me tooth and nail on this, I will provide some more background and detail - I still believe this dispute should never even have required assistance through the Better Business Bureau, and US Cellular is making this unnecessarily difficult.
  
  Regarding the statement that my "wife purposefully ignored the messages from us stating the charges that would be incurred while using the phone while abroad": shortly before her trip, my wife's mom had passed away in the ***********. The purpose of her travel was to be with her family and help prepare for the funeral. When she arrived in ******, ******, her stop along the way, after a more than 15-hour flight from *******, she was understandably exhausted. The combination of her fatigue after the long flight, her emotionally vulnerable state given her recent loss, and her desire to get in touch with her loved ones in the ** and the *********** caused her to misinterpret the message she saw. On subsequent occasions during her trip, she may have recognized repeat notifications as the same message she had previously misinterpreted and dismissed it without further scrutiny.
  
  Again, this should also be viewed in the context of our past experience traveling abroad: we traveled to the *********** in December 2022/January 2023 (two US Cellular phones on my account) and to *******/******* in July 2023 (four US Cellular phones). We always followed the same procedure by turning off cellular data prior to reaching our destination abroad and not turning it back on until returning to the **, only using our phones on WiFi networks. While in *******, I remember seeing notifications on my phone offering cellular service through a local provider. I recall not having to take any further action other than dismissing the notification, and none of us were ever charged for any of our phone usage abroad.
  
  Apparently, these services were offered on an opt-in basis; we did not have to take any action to avoid subscribing to the services offered. The way that US Cellular has described the service offered to my wife in September of this year makes it seem like an opt-out service: if my wife had taken action upon receiving the notifications on her phone, she could have avoided being charged. Apparently, turning cellular data off was not sufficient for some reason. We were not aware of the change from an opt-in to an opt-out service.
  
  Incidentally, I noticed contradicting information on the US Cellular website on this matter: for example, on ***************************************************************************************************************************************************, the company advises their customers as follows: "To avoid unexpected costs while traveling abroad, it is recommended to switch off mobile internet or data roaming. Note: If you turn off mobile data, you will not have any access to the internet once you are out of range of a Wi-Fi network." The instructions are equivalent to the actions my wife took to turn off cellular data. In contrast to this, on **************************************************************, under "What should I do while traveling internationally", US Cellular states that "When traveling outside ******/******, $15 Daily Travel Pass is automatically added to your account"; and under "How do I set up my phone for International Travel", it says: "If you want to use Wi-Fi only, make sure you're on airplane mode the entire trip and connect to Wi-Fi while in airplane mode."
  
  With this complaint, I am doing US Cellular a favor by pointing out how their change in business practice from opt-in to opt-out and their confusing and contradictory online messaging prevents their customers from receiving satisfactory services while traveling abroad. Instead of fighting me tooth and nail on this matter, the company should have given me a full refund the first time I complained. As far as my long-standing service with US Cellular is concerned, I am currently tempted into looking at alternatives.
  
  Regards,
  ******* ****
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we went to US Cellular to get my wife a new phone during US days. We qualified for a free phone when we updated to an unlimited everyday 3.0 plan. All we had to do is pay ***** a month the we would be credited ***** a month on our bill. I have called multiple times and been back to the store on 4 occasions to get the credit to show up on my bill. still not showing any credit. so this free phone is just a scam I have been pursuing this for 6 months now and still no credit.I would just like my credit or my free phone as advertised.

  Business response

  10/31/2024

  October 31, 2024

  Better Business Bureau of *******
  Attention: BBB Customer Relations Representative
  ******************************
  ******** *******; 60601

  Re:Complaint Number: 22482936

  Customer's Name: *** ******

  U.S. ********************** Account Number:  N/A

  Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Mr. ******* correspondence in which of Mr. ****** has advised he upgraded his device and changed his data plan to qualify for our US Days Upgrade and Get up to $830 Off Smartphones with Unlimited Evolved (3.0, 2.0, 1.0) Every day or Even Better promotion. Mr. ****** has not received his credits and has contacted our store on several occasions to rectify this matter, however, Mr. ******* has yet to receive his promotional credits. My name is ******* and Ill be honored to review this matter for Mr. ****** today.

  As a consumer myself, I understand the importance of ensuring Mr. ****** receives his promotional credits, and I would like to apologize for the difficulties Mr. ****** has experienced, with trying to resolve this matter.
  

  After careful review of the notes documented on Mr. ******* account, I was able to determine, the US Days Upgrade and Get up to $830 Off Smartphones with Unlimited Evolved (3.0, 2.0, 1.0) Every day or Even Better promotion code was added 7/14, however it was removed on 7/30, because Mr. ****** didnt trade in a device. We shared this information with Mr. ******* when he contacted our ******************** on 8/30. ********* then visited our Store Location on 9/5, and turned in his S21, as the trade in device, and a promo exception form was submitted.  On 9/7, our promotions team documented, promo could not be added, because a device purchases up to $830 is required.
  

  After carefully reviewing the requirements of our promotion, I was able to determine Mr. ****** has met the requirements to receive the monthly promotional credit of $16.66. To ensure Mr. ****** receives the US Days promotional credits on future bills, Ive re-added the promotion code. Also, Mr. ****** has been billed for 7 Retail Installment payments, which totals to $116.62. Mr. ****** received credits on 7/11($16.66),7/21($16.66) and 9/5 ($45.98), and I've applied an additional credit of $33.32 to cover the missed credits.
  

  U.S. Cellular would like to thank Mr. ****** for allowing us an opportunity to resolve this matter. Should Mr. ****** have any further concerns, please have him call us at *************** or 611 from his cell phone.
  

  Have a wonderful day!

  Sincerely,

  ****** *. | U.S. Cellular | **************** Support Team | **************

  Customer response

  11/03/2024

   
  Complaint: 22482936
  
  I would like to reject this offer.
  I would like the phone paid off completely heres why.
  My first visit to the store was to get my wife a free phone.(During US Days)  Then I noticed after a month or 2 I was getting charged and no credit was coming off. So, I called customer service they said the paperwork was filled out incorrectly and I had to go back to the store to get it fixed they couldnt help me. So, we went back to the store (35 miles and 45 min. one-way). We redid the paperwork and the manager gave us back our old phone. the bill was good for a couple months then noticed we were getting charged again and no credit was coming off. Called customer service again they said we didnt turn in a phone. We did they just gave it back to us (I dont know why its their manager) So back to the store we go another 35miles and ****************** line for an hour to get service. Talking to customer service at the store. They said our old phone wasnt worth as much (but 3 months earlier it was) so she called regional manager and she gave the ok for the little extra. The customer service said this was taking up a lot of time and she said she will write up when its slower of what happened and put it in our file then we should get the credit. After 2 months no credit on my bill I called the store the customer service said they will look into my account and call me back by end of day. Guess what NO CALL.
  So, for all the inconvenience (140 extra miles 3 extra hours)I would like the phone paid off in full making it a free phone. so, I dont have to worry about if its going to be credited on my bill.
  ****** please feel free to call me and discuss any other resolution. As I would like to see the credits on my bill before I sign off.
  Thank you *** ****** ************

  Business response

  11/04/2024

  November 4, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 22482936
  Customers Name: ****** ******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ******* rebuttal wherein Mr. ****** states that he would like to reject our previous offer. ********* advises his reasons as having to drive **************************************************************** line, that he did turn in a phone that was returned to him and then had to go back to the store and turn it in again. ********* does not want to worry about if the credit will drop off again. My name is ***** *** and its my pleasure to assists Mr. ****** today.
  
  Upon review of Mr. ******* account I do see that our last response advised that the promotion was successfully added (I confirmed the promotion is active) and all missing credits were applied. Please let me explain how our promotions work. When a promotion is for a device that is purchased with financing the offered amount off the device is credited each month in increments, just like the monthly installment on the device. In this case, the monthly credits will cover the entire cost of the phone, making it free. At this time, as the promotion is working as designed, we are not able to credit the full amount for the phone.
  
  Regarding Mr. ******* driving and waiting times, I have applied a $50 credit to Mr. ******* account for the inconvenience.
  
  We have reviewed Mr. ****** complaint.We have confirmed the promotion is working as designed and applied a credit for the inconvenience of having to return to the store.
  
  Should Mr. ****** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  ***** *** *.
  Customer Service Support Team
  **********************

  Customer response

  11/06/2024

   
  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

  10/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello. I have an issue I hope can be fixed. I tried to resolve this via the customer service phone number, but a supervisor refused to take my call and I was eventually hung up on. I was a customer for two years and decided to switch services. I ended service in the beginning of September. I was then charged $193.09 for the entire month even though I did not use your service. I paid it, whatever. I felt this was unfair (of course) but I paid it. Then I asked for the pay off balance on the devices. This is when no one would help me. My new phone company was offering to pay these off, but I had 30 days to get the final bill. Your company would not give me the final bill until well after that. I kept asking and was hanged up on. Due to this I feel like my final balance of $471.64 should be waived. Had your company tried to help me, they would be paid off. Not only that, the sales agent got my name wrong on this account. Its listed as P****** S**** (why?) and no one from your company has a contract I signed.

  Business response

  10/28/2024

  October 28, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number:  22477002
  
  Customer's Name:  ******** *****
  ********************** Account Number:  Not provided.
  
  Good afternoon,
  Thank you for contacting UScellularregarding the above account. Ms. ****** complaint regarding the final billing for the devices she purchased. I am happy to review the account for a resolution. In review of this complaint, the telephone number that was provided is missing a digit, and I am unable to find an account with the matching address. As Ms. ***** mentions, the name provided may not match the name on the account. We do not have order numbers that are configured as a number that was provided.
  
  Without the above information, I am unable to verify an account for review. I can provide some basic information that may be helpful.  *********** policy since September 12, 2021, aligns with the industry standard on cancellation. Termination of service may occur at any point during the month, but customer will remain responsible for all fees and charges through the end of the billing cycle for that month.  The final bill will process on the first day of the customers billing cycle. This final bill will have the amount (if any) they are being billed for amount(s) remaining on Retail Installment Contracts. We are unable to generate or provide final bills on demand.
  
  Customers are provided the option for paper copies or to view online at the time of purchase for any Retail Installment Contracts.
  
  I wish I was able to review the actual interactions. However without correct account information for verification this is not possible. If Ms. ***** has any further concerns, she may 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,
  
  ****** *.
  UScellular **************** Support Team   **************

  Customer response

  10/29/2024

   
  Complaint: 22477002
  
  I am rejecting this response because it's false. Had I been able to view my final bill online, this wouldn't be an issue. I stopped service in September. The final bill was available in November. If ****** really went through my interactions she would know that that's all I was asking for. She also would have known supervisors will not get on the phone to talk to customers so why is she offering a phone number. Since I paid for service I dodmlid not use, I should have a credit, no?
  

  Business response

  10/30/2024

  October 30, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 22477002
  Customers Name: ******** *****
  ********************** Account Number: N/A
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ****** rebuttal, wherein he states that he is rejecting our response.
  
  As stated in our previous response, we are not directly able to provide details of Mr. ****** account as the phone number provided in the original complaint is not complete and we are unable to match an account to Mr. ****** name.
  
  I understand Mr. ****** frustration in wanting to get this issue resolved, but we do value customer privacy very much and we are asking that he provide us with either a complete phone number associated with the account or his ********************** account number from the last bill he received. Once we have that information,we will be able to discuss his complaint in more detail.
  
  Should Mr. ***** have additional questions, he may contact our *************************** at ************* or 611 from his cell phone for assistance.
  
  
  Sincerely,
  
  ****** *.
  Customer Service Support Team
  **********************
  
  
  
  
  
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to work with US cellular to show me proof that there are agreements on the following lines that i have been billed for ************ ************ ************ If no agreements exist, i would like **** to cease billing me for the devices effective immediately

  Business response

  10/29/2024

  October 29, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 22472719
  Customers Name: ***** ******
  ********************** Account Number: *********
  
  
  Thank you for contacting UScellular in reference to the above account. In this complaint Mr. ******* asks us to provide contracts for three devices that were purchased in October of 2022
   The phone numbers on these devices are *****************-979-8338 and ************. If they cannot be provided he requests that we no longer bill him for these devices.I know record keeping is important for a business and so I am glad to respond to him today.
  
  We are unable to provide the documents he is requesting. From the information I have gathered in his account he is asking for these documents because he believes that he may have paid for the devices at the time of sale or that the phones would be no charge. Since the contracts are not available, our only recourse is to refer to his statements that were sent in October and November of 2022. In these statements we find record of phones that were purchased. It shows the full amounts of these devices and that there was a device installment deferment which means there are to be payments made on the devices.  As we review the next several bills, we can see that each of these lines continue to make a monthly installment,and no large amount is recorded that would indicate the devices were paid off.
  
  I hope this information resolves his concerns. I have requested that both bills be reprinted and mailed to the address we have on file for him for his records. Should Mr. ****** have additional questions, he may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  ******* *.
  Customer Service Support Team
  **********************

  Customer response

  10/30/2024

   
  Complaint: 22472719
  
  I am rejecting this response because:
  

  Thank you for your response. I hereby formally request a copy of the contracts, as they are legally binding documents admissible in court. It is unconscionable to continue billing an individual under these circumstances. As with any mortgage, auto loan, or lease, proof of the agreement must be provided. It is inconceivable that any individual at USCC  if they were in my shoes or any organization or person would agree to continue paying for a service without a valid, standing agreement.

  
  When I acquired the phones, they were to be provided free of charge with the monthly credit extended by Customer Relations at that time. I am uncertain where the miscommunication has occurred or why **** is reluctant to furnish the contracts or acknowledge the error and take corrective action. At this juncture, I have only one partys hearsay based on notes and verbal communication.

  To reiterate, I hereby formally request copies of the agreement to verify the balance, term, and my signature as proof of a legal agreement between myself and ****. Please advise if an escalation point is necessary and provide the appropriate address for such correspondence. If this matter is not resolved promptly, I will seek legal counsel to ensure my rights are protected.
  Sincerely,
  
  ***** ******

  Business response

  11/01/2024

  November 1, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 22472719
  Customers Name: ***** ******
  ********************** Account Number: *********
  
  
  Thank you for contacting UScellular in reference to the above account. I have received Mr. ******* rebuttal to our ***********. ****** again is requesting copies of contracts that were signed at the time of purchase. He contends that the phones were to be provided free of charge with the monthly credit extended by customer relations at that time.  I thank you for the opportunity to respond to this request. We do appreciate Mr. ******* business and want to do all we can to meet his requests.
  
  Let me begin by summarizing the information we find on his account. The three lines he refers to are as follows:
  ********** the device is iPhone 16 Pro Max,installments started 10/20/22, 36 payments of ***** each
  ********** the device is iPhone 16 Pro Max ,installments started 10/17/22, 36 payments of ***** each
  ********** the device is iPhone 14 Pro Max, installments started 10/15/22, 36 payments of ***** each
  
  Mr. ******* specifically asked to see service agreements on **********, **********, and **********. As previously stated,these service agreements are not available. However, if you review his statements each month since October 2022, we have billed installments of $***** each and provided credit on each of the lines of $20.00 each month. So,although the phones were not free he only had to pay $10.50 each month due to the promotion he was offered. Each statement we sent clearly states that he is being billed for installments. If at any point Mr. ******* felt that his phones should have been free, he would have needed to notify us within 180 days. Our terms and conditions for customer service agreements can be found at *********************************************************************. Part of this agreement reads You may seek a credit or refund for errors in billing for up to 180 days (or as otherwise provided by CA law for CA customer) after issuance to you of the bill on which the error is contained by contacting uscellular as provided on your bill. You will have waived your right to dispute the bill and to bring, or participate in, any legal action raising such dispute if you fail to dispute the charge on your bill within 180 days (or as otherwise provided by CA law for CA customers) after the issuance of the bill
  
  In summary I understand this is not the desired outcome Mr. ****** has asked for however our bill has shown that Mr. ****** was set up for monthly installments since October of 2022. We respectfully ask that the BBB consider this matter answered and resolved.
  
  
  
  Sincerely,
  
  
  ******* *.
  Customer Service Support Team
  **********************
  

  Customer response

  11/04/2024

   
  Complaint: 22472719
  
  I am rejecting this response because: no agreements have been provided. 
  
  Sincerely,
  
  ***** ******

  Business response

  11/05/2024

  November 5, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 22472719
  Customers Name: ***** ******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We have received Mr. ******* rebuttal in which he states he is rejecting our response because he has not received the service agreements.His desired outcome is to no longer be billed for the devices.
  
  I have reviewed the previous correspondences and confirmed we do not have a digital copy of the service agreements. They were not uploaded from the store the devices were ordered at. Our records indicate Mr. ****** contacted our Solutions Team several times in October of 2022 while he was waiting on his devices to negotiate a $20 monthly installment credit on the devices and to waive the device activation fees. Ultimately, we have shown the devices and terms to pay on monthly billing statements. Mr. ****** has been paying on the devices for two years. The charges are valid, and we will continue to bill monthly until the devices are paid off after 36 installments.
  
  While we understand this is not the desired outcome Mr. ****** has asked for, the charges for the devices are valid and will not be removed. We respectfully ask that the BBB consider this matter resolved as our position remains unchanged.
  
  Sincerely,
  
  
  *** *.
  Customer Service Support Team
  **********************
  

  Customer response

  11/06/2024

   
  Complaint: 22472719
  
  I am rejecting this response. Matter referred to the state AG office 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've not been happy with my service for over 2 years with UScellular. The *** that opened my account reassured me there was a tower near my rural location, and even said it was possible to connect to 5G as the phones I purchased. I gave it a few weeks. I was literally having to work hours at night to get any service at all to run my laptop. I complained so many times. They didn't care. When it came time for me to put my property up for sale I cancelled my service, which they said I could do at anytime, no fees, no obligations, no contracts. They are still billing me for my phones which were paid off months ago. They won't cancel my internet, which I've tried to do in store, over the phone but had no luck trying to reach someone who cared or could assist me. I've spent hours on hold with no resolution. The company has mis***resented their services and continue to do so. I could not run my small business with the terrible phone and internet service. I'm semi retired and on a fixed income and they have screwed me every way they possibly can. 

  Business response

  10/25/2024

  October 25, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number:  22466731
  Customers Name: ****** *****
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of the complaint from ******** in which she states that she has not been happy with the service from UScellularfor over two years and states she complained many times. Further, Ms. ***** states that UScellular did not care that she had bad service and that she cancelled her service and was told that she could do so at any time, no fees,no obligations, no contracts. The complaint states that we are stilling billing for phones that have been paid off and that Uscellular refuses to cancel the service for internet which she has attempted both in store and over the phone.Finally, Ms. ***** states that Uscellular misrepresented our service and continue to do so which made it impossible for her to run her small business.
  
  I am happy to address Ms.Leighs concerns. A review of the account shows that Ms. ***** started service with Uscellular on July 18, 2022, for two phones and a router for internet service. There is not a single memo on the account that ********************** Ms. ***** contacted **************** for troubleshooting for either the phones or the router.  We cannot address how many times Ms. ***** may have gone to the store unless the account is accessed. Ms. ***** paid off one of her phones on June 3, 2024, and the other on June 13, 2024. Both transactions were completed in the store and no additional installments were billed since the phones were paid off. However, service continued until ******** ported out both phones. One was ported to another carrier on July *******, and the other on July 22, 2024. The internet service has never been cancelled. UScellular received written correspondence on August 21, 2024,stating she would not pay the balance due. We also received a check for $110.56 leaving an unpaid balance of $115.00 on that day. The $115.00 charge on her bill dated July 20, 2024, included $70 for internet service plus $10 for each phones step-up data. UScellular does not prorate charges when a customer cancels service. When we attempted to contact Ms. ***** on that day the call was disconnected after we advised who was calling.
  
  Finally, the account shows that Ms. ***** called **************** on September 13, 2024, and stated that she wanted to cancel the service on her internet. Ms. ***** was advised that to cancel her service she needed to speak to our Retention/Cancellation team.**************** associates cannot cancel service. Ms. ***** disconnected the call before the **************** associate could initiate the transfer. Our Cancellation Team would have advised Ms. ***** that she must pay the remaining installments on the router before it could be cancelled. The service on the router has been suspended for non-payment. The current balance due on the account is $161.26. All charges are valid. No credit is due.
  
  We encourage Ms. ***** to contact **************** by calling ************ as soon as possible so that we can get her partnered with the Cancellation team to discuss cancelling her service.
  
  
  Sincerely,
  
  ***** *.
  **************** Support Team
  **********************
  

  Customer response

  10/28/2024

   
  Complaint: 22466731
  
  I am rejecting this response because: i didn't have good enough signal to call and not get disconnected the entire time I had my service. My signal barely worked. You are not addressing the real issue. I was never happy with my service. I tried calling you and I would get stuck on hold for minutes at a time, which led to hours, which led to days of trying to contact you about my service issues. I would get so frustrated, I would go into the store and they wouldn't help me, except take my money in bizarre increments!!!!!! You are not standing behind your product and I was very misinformed when I set up my account. I have friends and family that will testify ads to the type of service I was receiving and the signal i was not getting. Why would anybody pay you a ***** more for a service that didn't work? Im on a limited income and I do not plan to give you anymore of my money. 
  
  Sincerely,
  
  ****** *****

  Business response

  10/29/2024

  Thank you for taking time to contact us once again.  We have reviewed your account, and I see that we have already responded to your complaint. There is not a single memo on the account that ********************** youve contacted **************** for troubleshooting for either the phones or the router.  Both phones have been paid off and have ported out.  The internet service was not cancelled at that time because you did not request that to be cancelled.UScellular received written correspondence on August 21, 2024, stating you would not pay the balance due. We also received a check for $110.56 leaving an unpaid balance of $115.00 on that day. The $115.00 charge on her bill dated July 20, 2024, included $70 for internet service plus $10 for each phones step-up data. UScellular does not prorate charges when a customer cancels service. When we attempted to contact you on that day the call was disconnected after we advised who was calling.
  Finally, you called **************** on September 13, ******** stated that you wanted to cancel the service on your internet. We advised that to cancel your service you needed to speak to our Retention/Cancellation team. **************** associates cannot cancel service. You disconnected the call before the **************** associate could initiate the transfer. Our Cancellation Team would have advised you that the remaining installments on the router must be paid before it could be cancelled. The service on the router has been suspended for non-payment. The current balance due on the account is $161.26. All charges are valid. No credit is due.
  We encourage you to contact **************** by calling ************ as soon as possible so that you can partner with the Cancellation team to discuss cancelling your service.
  We sincerely apologize for any frustration this may have caused.  I hope you have a wonderful day.
  *******
  **************** Support Team
  **********************

  Customer response

  10/30/2024

   
  Complaint: 22466731
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/20/2024 Extremely poor support with the ****** IA branch (which is where I have purchased my last several iPhones). This last phone purchased a couple weeks ago has not worked properly since. Been in several times with no resolution. This last visit the attendant said she did not know what to do and that she couldnt do anything. I asked for a manager. She said there wasnt one. I left my phone number and told her to contact a manager and have he/she call me. Nothing was resolved. Phone still has issues. Extremely disappointed with this poor service. I want this NEW phone replaced immediately or fixed immediately (which I have little confidence).Sincerely, extremely unsatisfied customer (of many years)".PLEASE ADDRESS!!!!**** *******

  Business response

  10/23/2024

  October 23, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 22453281
  Customers Name: **** *******
  
  Thank you for contacting US Cellular in reference to a US Cellular account. We have received Mr. ******** complaint and reviewed the stated concerns. Because we value the security of our customers information,we require the correct account number or cell phone number and the account owner's name as listed on the account for verification purposes. This was not provided in the submission.
  
  Mr. ******* states in his complaint that the device he recently purchased has not worked properly and that he has gone to his local US cellular store several times and the issue has not been resolved. We certainly understand Mr. ******** frustration and the importance of having reliable service. We recommend that Mr. ******* contact our *************************** at ************ for assistance with trouble shooting the device.
  
  Mr. ******* is requesting the device to be replaced. US cellular offers a 15-day excellence guarantee so that the device can be returned if it does not meet our customers expectations. If there is a malfunction with the device outside of the 15-days, the device is to be replaced or repaired through manufactures warranty.
  
  I hope that this information is helpful. We look forward to hearing from Mr. ******** so that we can troubleshoot his device. Thank you and have a pleasant day!
  
  
  Sincerely,
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------  
     | ***** *. | Customer Service Support Team  | ************
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 17th 2024 called US cellular and wanted both of my lines canceled. I am not on a contract and both phones are paid off. I ended up calling again on the 18th and tried yet again to get service canceled was told on phone it would be on Monday the 21st due to the billing cycle. I also told them I was paying a full last bill if any due to we just paid. That I'd like it to be prorated. And now yet again here it is Monday the 21st and my service is still on when called was told it's pending, like I was told Friday. I told them that it shouldn't take this long as I know when people don't pay there bill the service is off that day no waiting for billing cycle or anything to that matter. And there promotion is a lie false advertisement. **** in before I decided to switch provider. I was told in order to get the promo the phones had to be in excellent condition so they can send them in have them overlooked and than resell them again.

  Business response

  10/24/2024

  October 24, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number: 22452675
  Customers Name: ******* ******
  ********************** Account Number: N/A
  Account Holder: ******* ******
  
  Thank you for contacting US Cellular in reference to the above account. We have reviewed Mr.******* complaint regarding the cancellation of his cellular account. He ********************** that he called in to cancel service on October 17th and again on October 18th at which time he was told that the service would cancel at the end of the bill cycle that ended on the 21st of October.
  We do understand the importance of having the account cancelled when requested, however it is our policy to cancel on the last day of the bill cycle for the current month. After reviewing Mr. ******* account, I can confirm that we made an exception to the policy, and we did cancel the account on the 17th as he requested.
  Mr. ****** will receive a final bill in the mail within the next couple weeks, that **** will have the final charges for the usage used between 9/22/24 through 10/17/24. If Mr. ****** has questions about this bill, he can call Customer Support after he receives the bill to discuss the charges. We ask that he waits until he receives the bill, as we are not able to see the final charges in the system yet. Customer Support can be reached at **************.
  
  Sincerely,
  ****** *.
  UScellular **************** Support

*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. ↩