ComplaintsforUScellular

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Initial Complaint
10/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have 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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I'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
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.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 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
Initial Complaint
10/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My intention was to accept a cell phone promo providing a new IPhone 16 Pro (without requiring a trade in.) I believe this expired yesterday as I dont see it online as I write this, but application was done during eligible dates. I was also willing to upgrade the phone and pay the additional charge. We currently have 7 phones with ******* and were wanting to convert all to UScellular under this promo. I was denied when credit was not approved. I could not get any details regarding my credit classification, evaluation, etc. and was denied speaking with anyone else in the customer service to explain.I have run my credit reports and spoken with one agency (**********) and find nothing negative to prevent approval. I have never been denied credit and have an excellent rating. Two other family members allowed UScellular to run there SS#s and were denied also tho they are equally credit worthy. I questioned if this was a scam and we should not be restricted. I have a customer ID# from the application as well as a PIN. I am not faulting the store personnel as they do not have access either to the criteria or results from the application so I expect corporate needs make response to this. I have had no success to obtain additional information. I question that the company has supported this promo as advertised.
Business response
10/21/2024
October 21, 2024

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

Re: Complaint Number: 22405395
Customers Name: ********* *********
********************** Customer ID: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ********** complaint wherein Ms. ********* states that her intention was to purchase a cell phone using a promotion. Ms. ********* states that she was denied for credit reasons. Ms. ********* states that she has checked with one credit agency and nothing negative was found to prevent approval. Ms. ********* questions if the promotion was valid. My name is ***** *** and its my pleasure to assist Ms. ********* today.

Upon review of Ms. ********** account, I do see that her credit class did approve up to 10 lines to be added to the account. Additionally, when Ms. ********** credit was run in our system, she was only approved for $1200.00 credit, with a down payment of $25.00, to finance phones. This is why Ms. ********* is not able to finance more than one phone with us. We are not able to advise why the credit class is lower than Ms. ********* expected as that information is not available to us.

Please be assured that the promotion mentioned by Ms. ********* is valid if all requirements are met.

We have reviewed Ms. ********** complaint and an explanation has been provided for why Ms. ********* was not able to finance more than one phone with us.

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

Sincerely,

***** *** *.
Customer Service Support Team
**********************
Customer response
10/21/2024

Complaint: 22405395

I am rejecting this response because:

Sincerely,

********* *********
Initial Complaint
10/17/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had an account with ********************** and back in APRIL 2022 I disconnected my internet with them. I called and talked to a gentleman who stated he shut it off. A month later I received a bill. I called US cellular they told me I never called. I told them i did and I shouldn't have to pay the $100. Over 2 years pass and I'm now in collections
Business response
10/19/2024
October 19,2024

Better Business Bureau of *******
Attention:BBB Customer Relations Advocate
************************************************************;
*****************
Re: Complaint Number: 22437226
Customers Name: ***** ******
U.S. ********************** Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. ******* correspondence. Ms. ****** states she had canceled an account with **********************, payment was not received, and the account has been assigned an outside Collection Agency.

We have reviewed Ms. ******* concerns. Because the account has been assigned an outside ****************** Credence, Ms. ****** would need to contact them regarding the debt that is owed. Credence can be reached at ************ Monday -Friday 8 am -12 ET and Saturdays 11am 7:30 pm ET.

Sincerely,
****** *.
Customer Service Support Team
**************************
Customer response
10/21/2024

Complaint: 22437226

I am rejecting this response because: I should of never been charged to begin with. I cancelled the service but I kept being billed. I would like the charge of $100 to be taken away and withdrawn from collection

Sincerely,

***** Lawyer
Business response
10/22/2024
October 22, 2024

Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*******************************************************
*****************
Re: Complaint Number: 22437226
Customers Name: ***** ******
U.S. ********************** Account Number: *********

Thank you for contacting US Cellular in reference to the above account. We are in receipt of Ms. ****** rebuttal in which she is rejecting our response and references she would like the charge of $100 to be taken away and withdrawn from collection.

We greatly appreciate the opportunity to review the account. Customer satisfaction has always been our companys primary goal.We strive every single day to provide all of our customers with the ideal experience in all dealings with our company. I recognize that we possibly did not meet these expectations based on the customer experience and I can understand the frustration it caused. In this situation, Because the account has been assigned an outside ****************** Credence, Ms. ****** would need to contact them regarding the debt that is owed, and her dispute. Credence can be reached at ************ Monday -Friday 8 am -12 ET and Saturdays 11am 7:30 pm ET. Thank you

Sincerely,
******** E
Customer Service Support Team
U.S. **********************
Initial Complaint
10/17/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered tablet charged for returning after being told I would not be charged anything at all all on a recorded line then say they can't remove their charge after they wouldn't allow the return in the first place an the tablet was never activated or used by me when it was attempted to be canceled or returned they said their is nothing to be returned an we won't be charged for anything at all all this is an was on a recorded line an noted in the account I want the ************************************************ I will not remove my complaint
Business response
10/22/2024
Re: Complaint Number: 22435325
Customers Name: **** ******
********************** Account Number: *********

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

We have received Mr. ******* complaint. He advised us that he purchased a tablet and then later returned it.He states that he was told there would be no charge, but he was charged a restocking fee. He is requesting a credit of $40.00. I appreciate the opportunity to address his concerns. I know its important that his balance be fair.

If Mr. ****** would like to review our terms and conditions, they are available on our website at **********************************************************************. It is here that we see a small $35 restocking fee per item applies. After reviewing his account, I can confirm he was charged $35.00 rather than $40.00. This would be a valid charge.

That being said we realize that Mr. ****** has been our customer since 2016, and we certainly value that kind of loyalty. I have credited his account for that $35.00 charge today as a gesture of good will.

Should Mr. ****** have additional questions, he may contact our *************************** at *************.
Customer response
10/25/2024

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
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband is the primary account holder and Im authorized on the account as well. Hes been a customer for over 25 years with **********************. Weve been having issue with their service for a while prior to this and attempted to resolve. Despite having a tower less than a mile from us our cell service would go SOS frequently in our home while the same internet service they provided us would continue to receive signal and work just fine. Our last effort was within a USCellular store receiving a new eSIM card. During this visit I confirmed the process of transferring service to a new company. I was advised we would need to pay off our current phones, we would need my husbands pin for the transfer # in order to keep our same phone #s. I specifically asked and was told we would not be responsible for paying for any services after transferring our #s since we wouldnt have access to any services after with US Cellular. We completed this process having active service from 9/16-9/23. Later when I cancelled our internet service I was told that internet service would remain active and usable until the end of our billing cycle. That was fine and made sense since we were still able to utilize the service through 10/15. Today speaking with 2 advocates one being an account leader I was told they would not assist and it did not matter what an employee had told me previously. I asked to speak with a supervisor and was denied speaking to anyone else or receiving a callback from one. We were offered no resolution beyond Im sorry and confirmed that well be sent to collections if we do not pay for service that were not provided or even available for us to use for the remainder of our billing cycle. Amount total amount to pay is $180.59. However this does include the internet service ($40) I agreed on being responsible to pay since we did have access to utilize this service through the full billing cycle. $900.80 paid to USCellular to transfer #s and trade phones.
Business response
10/17/2024
October 17, 2024

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

Re: Complaint Number: 22427992
Customers Name: *** *********
********************** Account Number: *********
Account Holder: **** *********

Thank you for contacting UScellular in reference to the above complaint. We are in receipt of the LaLuzernes correspondence in which they are stating that they should not be charged for their remaining period of service after they ported out on September 23rd.
UScellular, per policy, does not pro-rate account balances for a partial cycle month. In this instance, the billing period was from September 16th to October 15th and the customer ported out on September 23rd. This means that the remaining balance of $180.59 is correct and valid.
The customer is also stating that they had to pay the remaining balance on their devices off when they ported out to a new carrier and this is also correct. Regardless of what promotion they may be on, once services are terminated with UScellular the remaining device balance that was covered by the promotion comes due, and we do see that the customer has already paid that.
In light of the customers long tenure with **********************, I am making an exception and waiving the remaining balance of $180.59 on the account which was left after the device installments were paid.
Should **** or *** ********* have additional questions, they may contact our *************************** at *************.

Sincerely,
****** *.
Customer Service Support Team
**********************
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently subscribed to US Cellular internet service. Everything was fine, but suddenly internet service slowed too a crawl. In contacting them, they told me I used up 300 GB of service under my plan and it will slow down. I was not informed of this when I purchased the service. They have other plans with more data, but not in my area. The issue is I can cancel, but they would charge me approximately $400 for the router. I feel because of the poor service in this area with limited plans, I should be able to return the router and not have to pay for it.
Business response
10/16/2024
10/16/2024

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
******************************************** 2006
**********************;

Re: Complaint Number:
22423884
Customers Name: ****** Miller
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular. We have received the above complaint stating that Mr. ****** recently subscribed to U.S. Cellular internet service. Mr. ****** states that everything was fine, but suddenly his internet service slowed down.

Mr. ****** states that after contacting us, we told Mr. ****** he used 300 gigabytes of data which caused his service to slow down. Mr. ****** then states he was not informed of this when he purchased the service. Mr. ****** states that we have other plans with more data, but not in his area.

Mr. ****** states the issue is that he can cancel, but he would be charged approximately $400.00 for the router. Mr. ****** states that because of the poor service in this area with limited plans, he should be able to return the router and not have to pay for it. Mr. Millers desired settlement is to be refunded.

We appreciate Mr. ****** taking the time to tell us about the issues he has experienced. We apologize for any frustration that Mr. *************** experienced.

Upon reviewing the account, Mr. ****** spoke with our ******************************** on 10/14/24. We advised Mr. ****** that the 15 day return period has expired. Offered to complete troubleshooting to assist with the issues. As a result, we are unable to offer a refund.

Should Mr. ****** have any further questions or concerns, he may contact our *************************** at **************.

Sincerely,

******* *.
Customer Service Support Team
U.S. Cellular
Customer response
10/17/2024

Complaint: 22423884

I am rejecting this response because:
Customer service did offer me solutions that I consider unreasonable. They told me to not use my phone with the **** to save data. However, when I turned off the phone on my ****, I stated getting data warnings on my phone and then the data on my phone would slow down. They told me to turn my TVs off of high definition. The solutions were to use my devices to the full extent of their capabilities. I paid for the technology and should be able to use them to their maximum capabilities. Also my point is they did not warn me of this. When I called the local store and said I have unilimited data, they said technically you do. My point is they never warned me that I my data would slow to a crawl.
Also, had my internet slowed down in the first days, I certainly would have returned the router. Unfortunately, I had no idea my data would slow to a crawl after the initial 15 day return window.
Sincerely,

****** ******
Business response
10/19/2024
Customer Resolution Support
Customer response
10/25/2024

Complaint: 22423884

I can't find the response from US Cellular dated 10/21/24?

Sincerely,

****** ******
Business response
10/28/2024
October 28, 2024

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

Re:Complaint Number: 22423884
Customers Name: ****** ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. I am in receipt of Mr. ******* rebuttal in which he states that he is rejecting the response because customer service offer was unreasonable. Also, had my internet slowed down in the first days, I certainly would have returned the router. Unfortunately, I had no idea my data would slow to a crawl after the initial 15-day return window.

I certainly understand the importance of always having service and the impact it can have on your day when not working. I ask that Mr. ****** call Customer Support and we will connect him with our ******************************

Customer Retention will be able to review the account and see what options we have available after we troubleshoot with ********************************** have additional questions, he may contact our *************************** at *************.

Sincerely,
April S
Customer Service Support Team
**********************
Customer response
10/30/2024

Complaint: 22423884

I am rejecting this response because:
I had already contacted US Cellular customer support. They checked if there was any plans available with more data in my area, but they're is not any other plan available in my area. Then, they recommended turning my TV's off of High Definition and that we not connect our phones to WIFI to use less data. As a result, I can't get more data because of limited offerings in my area and I want to use my devices to their highest capabilities. With today's high technology, I should not have to lower the standard of my devices to meet their limited data plan.
Finally, legally US Cellular can win this one. However from a customer service standpoint, this is awful treatment of a customer. I am guessing I have been a loyal customer of ********************** for approximately ***** years with our phones. If US Cellular makes pay for a $400 router that I will not be using because the internet service slows to a crawl after 300 GB of data, that's their call. I will cancel our phone service as soon as our next contract is up.

Sincerely,

****** ******
Initial Complaint
10/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Back in June 14th of 2024 I switched internet and phone service. I was not in a contract with H31373033383730**3331H. I went in and canceled, they told me to call in to cancel service for internet. I tried to call but couldn&#**;t get anyone so i left a message canceling service. I was with ******** this whole time. Last week I got a letter stating my service has been canceled and I owed 634 dollars. However, there is no break down. I called customer service again and got someone finally and they said that they were never told. They said since it was available to me they would charge me. I requested that I get a break down of the charges, but I have yet to receive it.
Business response
10/16/2024
October 16, 2024
Better Business Bureau of *******
Attention: BBB Customer Relations Representative
******************************
******** *******; 60601
Re: Complaint Number: 22424369
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 he stated he requested to cancel his internet service in June in store, and was advised to contact us over the phone, however he didnt reach anyone and left a voicemail. Mr. ***** also requested a breakdown of his billed charges and has never received them. As a consumer myself,I understand the importance of ensuring the balance owed, is accurate, and Id like to apologize for the troubles Mr. ***** has experienced with trying to resolve this matter. My name is ****** and Im honored to assist Mr. ***** with this matter today.
Please advise Mr. ****** cancellation requests can only be handled over the phone through our CSS Team. If a cancellation request is made in store, the representative would have to place a call into our **************** Team by dialing 611, or our toll free number *************** and request to be connected to this this team, or they would provide those contact numbers directly to Mr. ***** so he may contact them himself.
After careful review of notes documented on Mr. ****** account, I was not able to determine we received any calls from Mr. ******* requesting to cancel service.
*** also sent bill reprints from May 2024-September 2024. Mr. ***** should receive these copies withing 3-5 days. Once Mr. ***** has reviewed his billed charges, please have him call us at **************. if he has any further questions,regarding his charges.
I would like to thank Mr. ***** for being our customer and allowing me an opportunity to review this matter.
Have a wonderful evening.
Sincerely,
****** *. | U.S. Cellular | **************** Support Team | **************

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