ComplaintsforUScellular

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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 | **************

• Initial Complaint

  10/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 2024 I got a plan for phone and internet. Sales person told me the internet would be 5G speed. When I set it up the person on the phone told me there were not speeds up to 5G in my area. The internet buffered constantly and I was not satisfied with their service. When I went to ****** I was told that I would have to pay $300 for the router and I could not return it to them. Very poor internet. It happened after the initial 15 day grace ******* I was never told at any time that I was financing a router and that if I wanted to cancel that I was responsible for payments on a router or I never would have agreed to their plan.I would like to return the router to them and get refund for the $300 they are charging me to be able to cancel services.

  Business response

  10/15/2024

  October 15, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 22415353
  Customers Name: ***** ******
  Account Number: *********
  
  Thank you for contacting US Cellular in reference to a ***** ******* account. We have received ********** ********* stating she is not happy with the internet she purchased from us and wishes to return it. She was told that she would need to pay $300.00 to return and states she was never informed that she was financing a router.For the desired settlement, *** ****** is requesting we allow her to cancel the internet and waive the $300.00.
  
  We regret hearing *** ****** is unsatisfied with the internet service. Needing reliable connection is understandable and we are happy to investigate this issue for our customer.
  
  In review, the line of internet service was started on 3/2/2024 under another customer. *** ****** did a change of ownership with the line on 7/12/2024. We can see that the plan is 600 GB a month of high-speed internet and that after the plan limit, the data is slowed. Over the last several months, *** ****** has reached her limit and then exceeded it. We have added additional data buckets to satisfy our customer. We would encourage *** ****** to contact our **************** to see if there are any updated plans in her area that may offer higher GB plans. Currently, the line is outside of our return period.
  
  In further review of the account, we see *** ****** has been advised that the 15 Day Guarantee is passed, and the device may not be returned at this time. Since *** ****** took ownership of line from another user in July, she would need to reach out to that user to get a copy of the service agreement.For general agreement information, our 15 Day Excellence Guarantee policy can be found at **********************************************************, along with other important Customer Agreement topics.
  
  We regret hearing that our customer is not satisfied with their service and that due to policy, we cannot waive the fee to cancel. We are happy to go over other options, such as a seasonal suspend or plan change if ********* would like more time to decide. Should she wish to go over these options,we ask she contact us at **************. We hope *** ****** has a pleasant week!
  
  
  Sincerely,
  
  ****** *.
  **************** Support Team
  **********************
  
  

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 16, 2024 I flew out of ****** to ******** My phone was on PLANE MODE My phone remained on plane mode until I returned to ****** on Sept. 27, 2024 US Cellular billed my husband (**** D. *******) $90.00 plus carrier fees My phone shows no record of any calls My husband called US Cellular and told them the phone was not used for calls US Cellular said they would take $35.00 off the bill

  Business response

  10/11/2024

  October 11, 2024
  
  Better Business Bureau of Chicago
  Attention: BBB Customer Relations Advocate
  330 N Wabash Avenue Suite 2006
  Chicago, IL 60611
  
  Re: Complaint Number: 22407152
  Customer’s Name: Susan Meynell
  UScellular ™ Account Number: 487478119
  Account Holder: Paul Meynell
  
  Thank you for contacting UScellular in reference to the above account. My name is Karen, and I am happy to address Mrs. Meynell’s concerns. Mrs. Meynell states that she flew to Portugal on Sepember 16, 2024 and returned on September 27, 2024, and her phone was on plane mode for the entire trip. Mrs. Meynell further states that UScellular™ charged the account $90 plus carrier fees and the phone shows no records of calls. Finally, Mrs. Meynell states that the account owner called UScellular and advised the phone was not used for calls and he was advised that we would apply $35 credit to the account.
  
  We appreciate Mrs. Meynell’s attempts to minimize charges while traveling abroad and a review of the account confirms that there were no calls made during the days of her travel. However, there was data usage. When the device uses the international carrier’s network then they provide the detail and charge UScellular for the usage which UScellular passes along to the customer. Mrs. Meynell’s usage of data was what the charges were for, and they are valid. We want Mrs. Maynell to be aware that the bill showing the $90 in charges was for the bill dated September 24, 2024. The are an additional $45 in charges pending that will be on the bill dated October 24, 2024, for the additional data used between September 24 and September 27th.
  
  The Apple® iphones will not show data usage for specific dates unless a data usage application is downloaded to the phone. If the account owner or Mrs. Meynell would like the see the actual data usage they may go to the UScellular corporate store in Ellsworth and request the usage detail for the specific dates of her travel in September. That information will be available for the next couple of months.
  
  Finally, Mrs. Meynell has requested a billing adjustment. We have already credited the account for $75 even though the charges are completely valid. No additional adjustment is being made. Should Mrs. Meynell have additional questions, she may contact our Customer Service Department at (888)944-9400.
  
  
  Sincerely,
  
  
  Karen M.
  Customer Service Support Team
  UScellular

  Customer response

  10/12/2024

   
  Complaint: 22407152
  
  I am rejecting this response because:

  
  Airplane Mode turns off your device's ability to connect to cellular networks (meaning it can no longer send or receive calls or texts, or use data). As it is no longer accessing local cellular networks, it will not be charged roaming fees (caused by your device connecting to networks outside its home region).

   Sincerely,
  
  Susan Meynell

  Business response

  10/14/2024

  October 14, 2024
  
  Better Business Bureau of Chicago
  Attention: BBB Customer Relations Advocate
  330 N Wabash Avenue Suite 2006
  Chicago, IL 60611
  
  Re: Complaint Number: 22407152
  Customer’s Name: Susan Meynell
  UScellular ™ Account Number: 487478119
  Account Holder: Paul Meynell
  
  Thank you for your response, we understand that Mrs. Meynell is rejecting our response, because plane mode was on the phone. While there are no calls made from the phone, data was used between September 24 and September 27th. The international carrier provided the data usage detail and charged UScellular for the usage on Mrs. Meynell’s phone, UScellular then passed along the charge to the customer. 
  The Apple® iPhone will not show data usage for specific dates unless a data usage application is downloaded to the phone. If the account owner or Mrs. Meynell would like the see the actual data usage, they may go to the UScellular corporate store in Ellsworth and request the usage detail for the specific dates of her travel in September. That information will be available for the next couple of months.
  Upon further review of Mrs. Meynell’s account, we already issued a credit in the amount of $75 to cover all but $15 of the $90 charge that Mrs. Meynell incurred. We will not apply any further credits to the account, as these charges were valid. 
  Should Mrs. Meynell have additional questions, she may contact our Customer Service Department at (888)944-9400.
  
  Sincerely,
  Tressa M. 
  Customer Service Support Team 
  USCellular
  
  

  Customer response

  10/16/2024

   
  Complaint: 22407152
  
  I am rejecting this response because:

  I have been with US Cellular for decades, but I have decided to switch to another carrier. Unfortunately, I have found no information to support your argument regarding usage charges, apps to access the usage, or usage being charged while the phone is in airplane mode, while traveling overseas.
  I followed the instructions provided by US Cellular and placed my phone in airplane mode during our entire overseas trip to avoid charges. It is not the money US Cellular, but rather the credibility and public confidence in a carrier.

  Sincerely,
  
  Susan Meynell

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My service ended September 24th and they are charging me until October 15th. I never agreed to that and am refusing to pay for a service I no longer have access to. I do not want this on my credit report. I am willing to pay for the days that I had service which amounts to under $50.

  Business response

  10/12/2024

  October 12, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number: 22407322
  Customers Name:  ******** *******
  ********************** Account Number:  Not Provided
  
  
  Thank you for contacting UScellular in reference to the above complaint. We are in receipt of Ms. ******** correspondence in which she is stating that she cancelled the account on September 24th and was charged until October 15th.
  I am truly sorry for any trouble this has caused Ms. ******** After careful review of the account, I am showing Ms. ******** billing cycle starts on the 14th of each month and ends on the 13th of the following month. The bill in question is from September 14th through October 13th. When a customer ports out or cancels, the bill does not prorate. This balance is correct and is valid and owed.
  
  Although this is not the resolution Ms. **** requested,I hope the information is helpful in clarifying to Ms. ******* what she was billed for.
  Sincerely,
  ****** *.
  US Cellular **************** Support Team

  Customer response

  10/23/2024

   
  Complaint: 22407322
  
  I am rejecting this response because: 

  I have been a loyal US Cellular business customer for more than 30 years. I have been content with my service until the 5G began a few years ago. Recently, as my service coverage has dwindled to the point that I have been losing thousands of dollars a month, US Cellular has giving me no choice but to switch carriers.  Upon switching on September 23rd, I reached out to customer service to find out what my final pro-rated payment would be and was told that although my pay period runs from September 14-October 14, I would have to pay the for the full month instead of only the 9 days that I used the service. I have never heard of having to pay for service that is no longer accessible in my life. I also was never notified that this was a new policy. I have cancelled service on things like ******** services, Sirius XM, garbage pickup, electrical services, internet service, regular housekeepers and many, many more and was never required to continue to pay once the service was cancelled. Needless to say, I'm not going to start paying for cancelled services now. I requested that the additional charge of approximately $116.62 be marked as a credit on my account, and I will gladly pay the $49.98 as it is owed. I was repeatedly told that they refused to credit my account, and that it will go into collections if I do not pay for the services, I no longer have access to.  That is absolutely insane and unheard of and quite honestly sounds like theft of services and extortion. I'm sure the individual I spoke with was incorrect, and so I am requesting that they please credit my account so this can be peacefully resolved, and the misunderstanding can stay between us instead of reaching out to alternate methods, platforms, companies or individual legal consulters to resolve this issue. 

  
  

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

  Business response

  10/24/2024

  10/24/2024 
  
  
  Better Business Bureau of Chicago 
  Attention: BBB Customer Relations Advocate 
  ******************************************** 2006  
  **********************;
  
  Re: Complaint Number:  22407322 
  Customers Name:  ******** Gardner 
  U.S. Cellular Account Number: ********* 
  
  Thank you for contacting U.S. Cellular. We have received the above complaint stating that Ms. ******** is rejecting the previous response because.  Ms. *********************************** she has been a loyal US Cellular business customer for more than 30 years. She had been content with her service since 5G began a few years ago. Ms. *********************************** that recently her coverage has dwindled to the point that she has been losing thousands of dollars a month.  She states US Cellular has been giving her no choice but to switch carriers.   
  
  Ms. Gardner then states upon switching on September 23rd, she reached out to customer service to find out what her final pro-rated payment would be and was told that although her pay period runs from September 14-October 14, she would have to pay the for the full month instead of only the 9 days that she used the service.  Ms. *********************************** she never heard of having to pay for service that is no longer accessible in her life. Ms. *********************************** she was never notified that this was a new policy. ********************************** on things like ********* Sirius XM, garbage pickup, electrical services, internet service, regular housekeepers and many, many more and was never required to continue to pay once the service was cancelled. Ms. *********************************** that she is not going to start paying for cancelled services now.  
  
  Ms. Gardner requests that the additional charge of approximately $116.62 be marked as a credit on her account, and she will gladly pay the $49.98 as it is owed. She was repeatedly told that we refused to credit her account, and that it will go into collection if she does not pay for the services, she no longer has access to.  Ms. *********************************** that it is absolutely insane and unheard of and quite honestly sounds like theft of services and extortion. She states the individual she spoke with was incorrect, and she is requesting that we please credit her account so this can be peacefully resolved, and the misunderstanding can stay between her and U.S. Cellualar instead of reaching out to alternate methods, platforms, companies or individual legal consulters to resolve this issue.  
  
  We appreciate Ms. ******************* the time to tell us about the issues she has experienced.  We apologize for any frustration that she has experienced.   
  
  Upon reviewing the account, Ms. **************** advised accurately regarding our billing system on October 12th.  after speaking with another representative in our department.  Which stated that Ms. ******** billing cycle starts on the 14th of each month and ends on the 13th of the following month. The bill in question is from September 14th through October 13th. When a customer ports out or cancels, the bill does not prorate. This balance is correct and is valid and owed.  As a result, we are unable to offer a credit towards the account.  
  
  Should Mr. ******* have any further questions or concerns; he may contact our *************************** at **************. 
  
  Sincerely, 
  
  ******* *. 
  Customer Service Support Team 
  U.S. Cellular 
  
  

  Customer response

  10/25/2024

   
  Complaint: 22407322
  
  I am rejecting this response because:

  I was never made aware of the change in policy which apparently took place during covid and customers were not properly notified. I will be happy to pay the amount owed while I had access to service.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently had to travel to ****** for a military deployment. I contacted my phone carrier us celluar to notify them. The told me that I could turn on their international plan that cost $100 per month or prorated at that rate if I turned it off early. I asked the *** if there was any other charges or fees I should be aware of and was told no. After being out of country for 22 days called again to turn off the plan. I received my bill later to see surprise fees and tolls. They charged me twice for the int plan and also for tolls. I called them last week saying I was not told this how the billing would work and requested an adjustment they did not contact me back to tell me they declined the request. I call again today to discover the results. I believe this is poor buisness disclosure on behalf of us celluar had they been more up front with their fees I would have use other means. In addition to my regular $130 monthly rate, I agreed to the prorated $100 per month fee of 22 days. I am looking for the adjustment of the remaining charges. I have attached the billing statement. Greatly appreciate any assistance you can provide.

  Business response

  10/11/2024

  October 11, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 22405528
  Customers Name: ******* ******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ******* complaint regarding his receiving additional charges for calls he made while he was out of the country even though he had a travel pass that he feels should have covered those calls.  My name is ******** and its my pleasure to assist Mr. ****** today.
  
  Upon review, I do see that prior to his traveling to ****** and the United Kingdom, Mr. ****** had the $100.00 international travel pass added to his account. This charge was prorated as he was out of the country for only 22 days of this bill cycle. The total charge for the international travel package, including fees and taxes, was $71.64. 
  
  The additional charges and fees Mr. ****** is disputing are the calls he made to numbers that were outside the county he was visiting while he was there. I can understand that he may have been confused because most those calls were made to what are widely considered Toll-Free Numbers, but an international customer cannot call a ***** number for free. Toll-free numbers are bound by the restrictions, coverage maps, and dialing format of the country it belongs to. Toll-free numbers are free to use if the caller is in the same country as the business. For this reason we have applied a credit of $80 to the account leaving Mr. ****** responsible for $30.92 of the additional charges and any taxes and fees for those charges.  He will also be getting credit for the additional travel pass he was charged for and that credit will appear on his October billing statement.
  
  Should Mr. ****** have additional questions after receiving his October statement, he may contact our *************************** at ************* for assistance.
  

  Sincerely,
  
  ******** *.
  Customer Service Support Team
  **********************
  

  Customer response

  10/19/2024

   
  Complaint: 22405528
  
  I am rejecting this response because:
  

  6 days have passed and the proposed credits have not been posted. If they have, I am unable to see them on the uscelluar app.

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

  Business response

  10/22/2024

  October 22, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 22405528
  Customers Name: ******* ******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ******* rebuttal, wherein he states six days have passed and the credits have not posted, or he is unable to see them on the UScellular app.
  
  I am sorry Mr. ****** is unable to see the credit balance in the UScellular My Account App. I can confirm there is a credit balance of $55.50 on the account at this time. Since there is a credit balance on the account, Mr. ******* autopayment will not process on November 2nd and the $55.50 credit balance will carry over to the November 8th bill. For reference, when the October 8th bill was created, it showed a balance due of $24.50 for November 2nd.
  
  Should Mr. ****** have additional questions, he may contact our *************************** at ************* or 611 from his cell phone for assistance.
  
  
  Sincerely,
  
  *** *.
  Customer Service Support Team
  **********************

  Customer response

  10/28/2024

   
  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

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided to go get internet because of how it was advertised. I spent more time with tech support and speed tests because the internet was buffering, lags, couldn't connect my laptop and phones all at once. I had to get different internet sonI could actually have multiple devices on. The line number is **********. I barely had usage because I could only have 1 tv on and that struggled. I don't like paying for something I couldn't use.

  Business response

  10/07/2024

  October 7, 2024
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  
  Complaint ID: ********
  Customers Name: ****** *******
  ********************** Account Number: **********
  
  
  Thank you for contacting UScellular in reference to the above complaint. We are in receipt of ********** correspondence which states, she not satisfied with the **************** purchased and paying for something she could not use.  
  
  We greatly appreciate the opportunity to review the account and we certainly understand your  concerns. Its never our intention to cause dissatisfaction with service. Per review of the account, we can see that Ms ********** has spoken with our cancelation team to process the return, upon return all nessasary credits or ajustments will be completed. Should ********** wish to speak with us further, please contact our customer service at your earliest convenience. We can be reached by dialing 611 from your cell phone or **************. Thank you 
  
  
  ******** E | U.S. Cellular | **************** Support Team | **************

  Customer response

  10/10/2024

   
  Complaint: 22387135
  
  I am rejecting this response because: I want a billing adjustment now on my bill that is ******. Prior I spoke with ******* who said I couldn't get out of a contract. On the phone again with a representative and getting nothing. I was told my bill would be adjusted and I have yet to see this.
  
  Sincerely,
  
  ****** *******

  Business response

  10/11/2024

  October 11th, 2024
  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *******************************************************
  ****************
  
  Re: Complaint Number: 22387135
  Customers Name:  ****** *******
  ************************** Account Number: *********
  
  Thank you for contacting U.S.Cellular in reference to the above account.
  
  We are in receipt of Ms. ******** rebuttal complaint in which she states she that she would like a billing adjustment for $494.00. Ms. ******* also states she has been told her bill would be adjusted and has yet to see this.
  
  We can understand Ms. ******** frustration when not seeing an adjustment that was promised. We apologize for any frustration that this may have caused.
  
  After reviewing Ms. ******** account, we show that Ms. ******* spoke with our Retention team on October 6th,2024. Ms. ******* stated that she requested the home internet router line to be cancelled and requested an adjustment to the bill for the cost of the service.Our retention associate reviewed the account and found no request to have the router line cancelled. That same associate stated that we could provide an exception to return the router device and we offered a $30.00 bill credit that we should Ms. ******* accepted. We provided the adjustment of $30.00 that same day and will show on the bill following the end of the billing cycle October 15th,2024. This is why Ms. ******** account balance went from a total of $524.99 to $494.99.  
  
  We have provided the options available to Ms. ******* that she accepted. We graciously ask the BBB to close this matter as resolved.
  
  Should Ms. ******* have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  Customer Service Support Team
  U.S. **********************
  
  

  Customer response

  10/14/2024

   
  Complaint: 22387135
  
  I am rejecting this response because: I will still be charged the monthly amount of ***** due to the contract upon the understanding that the internet would work after many time of being on the phone with tech support. I request my bill be looked at by the BBB and the contract as well. Those notes also need reviewing from asurion as the issues were sent higher up. The rest of the monthly amount outside of the ***** needs reimbursed and NO future charges for the internet. 
  
  Sincerely,
  
  ****** *******

  Business response

  10/16/2024

  October 16th, 2024
  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *******************************************************
  ****************
  
  Re: Complaint Number:  22387135
  Customers Name:  ****** *******
  ************************** Account Number: *********
  
  Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Ms. *************** complaint in which she states that she would like her bill and contract to be reviewed. Ms. ******* states that she would like a credit for the fully monthly service for the home internet package outside of the $30.00 credit offered.
  
  After reviewing Ms. ******** account, we do show that the router has now been marked as returned and the devices line is now ceased as of today. We thank Ms. ******* for returning the device as necessary. However, the credit offered to Ms. ******* for $30.00 was towards the monthly service plan of $69.99 and Ms. ******* accepted this offer with the return of the device during the call made to our Customer Retention team on October 6th, 2024.
  
  At this time, Ms. ******* was provided the options available and accepted and we have done our part with accepting Ms. ******** returned device and ceased the line as needed.
  
  
  Should Ms. ******* have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  Customer Service Support Team
  U.S. **********************

  Customer response

  10/19/2024

   
  Complaint: 22387135
  
  I am rejecting this response because: I want the remaining 53 some dollars off my bill for the internet I was told would work in my area. I do not want to see anymore further charges on my account for any internet fees. I was barely able to use it because the internet is trash. 
  
  Sincerely,
  
  ****** *******

  Business response

  10/21/2024

  October 21st, 2024
  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *******************************************************
  *****************
  
  Re: Complaint Number:  22387135
  Customers Name:  ****** *******
  U.S. Cellular Account ****************
  
  Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Ms. ******** rebuttal complaint in which she states that she would like the remaining $53 removed from her bill.
  
  After reviewing Ms. ******** account, we see that no other credits should be issues. Ms. ******* accepted the offer for the $30 bill credit. The remaining balance on the account is correct and the Ms. ******* owes.
  
  We considered this issue as resolved and we graciously ask the BBB to close this matter as resolved.
  
  Should Ms. ******* have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  *** W
  Customer Service Support Team
  U.S. **********************

  Customer response

  10/25/2024

   
  Complaint: 22387135
  
  I am rejecting this response because: I want remaining internet charges removed.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wanted to get Hotspot so went to store, my plan was $29.99 . To get Hotspot sign in store and on internet said plan would be $39.99. While in store I asked about the plan on the sign and was told that was what he changed mine to. Got home and saw it wasn't. Did chat with guy I believe his name was ***. Explained situation and what I wanted we argued a bit and finally he said he fixed it and my plan was $39.99 with 25 gb hotspot. Which showed as #*********A on 8/23/24. Then when my bill came out it said $72.25 which was $10 more than should be i then called us cellular and the lady kept saying that I had to do auto pay to get that price I told her *** never said anything about that as a matter of fact until her nothing was said about it. I did not want autopay as I had had it and they would take out their payment and t hen payment of same amount would be put on hold and cause me insufficient funds causing me problems. I finally asked for supervisor and had same argument , both women were rude. Finally hung up received no satisfaction.although I did go online and checked ad to find out nothing was said about autopay unless you clicked on details and went to another page to read it. I feel I should get plan that *** gave me. On their page I cansee where *** changed it and t hen it was changed back by someone.

  Business response

  10/07/2024

  October 6, 2024
  
  Better Business Bureau of Chicago
  Attention: BBB Customer Relations Advocate
  330 N Wabash Avenue Suite 2006
  Chicago, IL 60611
  
  Re: Complaint Number:  22384604
  
  Customer's Name:  Becky Vigil
  UScellular® Account Number:   855117914
  
  Good afternoon,
  Thank you for contacting UScellular® regarding the above account. Ms. Vigil’s complaint states she did not get the plan she was promised, as she was not told that the plan required using the AutoPay Paperless feature for the discounted price.  I understand how important account management is and I am happy to review the account.
  
  In review of Ms. Vigil’s account, I see she began our service with her cellular phone line on March 3, 2023. At this time, she chose our Promotional Unlimited Basic Flat Rate Plan for $29.99. This plan does state this price is the amount if using our paperless billing and being on autopay. The notes on the account reflect the store agent advised Ms. Vigil of this requirement. Ms. Vigil did set up the Autopay/paperless feature and was receiving the discounted price. This plan is a basic plan that does not include the Hotspot feature. On May 14, 2023, Ms. Vigil contacted our Webchat department and requested information on using her device has a Hotspot. She was advised her current basic plan did not include this feature. She was advised the next plan up would include 25GB of Hotspot and would be an extra $10.00 per month. She did not request any changes at this time. On August 12, 2023, Ms. Vigil contacted us stating we had taken an additional monthly payment of $44.71 out of her account. We advised our system only reflected the one payment of $44.71 processed via UScellular autopay on August 5, 2023. However, it may take a few days to be reflected by her banking institution. We suggested she may want to check with her bank to see if they have an amount on hold. If they show an actual double payment to contact us for information on how to send us the statement reflecting the double payment. However, Ms. Vigil did not contact us about the issue again. Our system did not take an additional payment. On December 2, 2023, the account reflects the customer removed her scheduled payment online. This caused the account to be suspended for nonpayment on December 23, 2023, which added a Restore Fee of $25.00 to her next bill.
  
  Approximately April 11, 2024, Ms. Vigil removed the current scheduled payment through her online account. This caused the $10.00 discount to be removed. On August 23, 2024, Ms. Vigil contacted us to add the additional Hotspot feature to her account. At this time, we advised her of the cost of the plan due to changing from the Basic Plan to the Everyday Plan would be $49.99. If readded the Autopay/paperless feature, she would also get a $10.00 discount monthly.
  
  On September 18, 2024, Ms. Vigil contacted us to change her data plan. We advised if she wanted the monthly plan cost to be $39.99 without the autopay feature, she would need to remove the Hotspot feature. If she wanted to keep the feature, would need to go back to the autopay feature for discount she had set up from March 2023 through March 2024.  Ms. Vigil requested a leader to speak with due to her confusion on the advertising of the plans. We offered a one-time courtesy credit to customer and to send her information on the plan requirements. However, Ms. Vigil hung up on our representative, so no action was taken.
  
  The discount on plans by using autopay and paperless billing is an industry standard. All out advertisements specify this. Ms. Vigil’s account reflects she was very aware of this, as she participated and received the discount for the first year of her service. It was the customer’s choice to remove the features and upgrade her plan. Her current monthly recurring charges for the plan she has requested is $49.99, plus equipment charges, taxes and fees. The customer’s plan was never changed, the only change was she requested the additional feature for Hotspot usage for an additional $10.00. We are unable to provide Ms. Vigil with a billing adjustment, as there is no error.
  
  If Ms. Vigil has any further concerns, she can call our Customer Service Department at the number listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!
  
  Sincerely,
  
  Janice R.
  UScellular® Customer Service Support Team  1-888-944-9400

  Customer response

  10/09/2024

   
  Complaint: 22384604
  
  I am rejecting this response because:
  None of what they said was true. I was not told that I had to have autopay to get the $39.99 plan until I talked to the last 2 ladies. Also Jim changed my plan to $39.99 and told me he did and that I was all set, order#1244870771A on 08/23/24.  But then without telling me it was changed back and I saw this when I received my bill. At which time I called and spoke with Dinah? And a supervisor. Yes I hung up on supervisor as she wouldn't let me talk and was talking over me, basically she was right and that was it, she didn't offer me anything.   Both ladies were rude. And I explained to her and in my complaint that I canceled autopay because they were taking out their payment and then putting another one on hold causing me all kinds of problems, ie rent check returned causing me return fee also money added to rent amount and I can no longer write them a check so I have the added expense of a money order!! When I called the bank as told to by us cellular they would say it wasn't them it was us cellular,  called us cellular and they would say it was the bank. This went on for a year and the bank said they were always having problems with us cellular doing this. So I solved it by canceling autopay so I wouldn't have any insufficient funds caused by them. 
  Sincerely,
  
  Becky Vigil

  Business response

  10/11/2024

  October 11, 2024
  
  Better Business Bureau of Chicago
  Attention: BBB Customer Relations Advocate
  330 N Wabash Avenue Suite 2006
  Chicago, IL 60611
  
  Re: Complaint Number: 22384604
  Customer’s Name: Becky Vigil
  UScellular ™ Account Number: 855117914
  
  Thank you for contacting UScellular® regarding the above account. Ms. Vigil’s complaint states she did not get the plan she was promised, as she was not told that the plan required using the AutoPay Paperless feature for the discounted price.  I understand how important account management is and I am happy to review the account.
  
  In review of Ms. Vigil’s account, I see that when Ms. Vigil started service with UScellular® on March 3, 2023. The store associate did note the account that Ms. Vigil was advised that autopay and paperless billing was required to get the $10.00 discount.
  
  I do see that the Hotspot was removed from the account on August 21, 2024 by the store. I also see that Ms. Vigil contacted out Webchat department on August 23, 2024 to reapply the Hotspot feature to the account.
  
  The Unlimited Basic plan is $39.99 and the Unlimited Everyday plan is $49.99 before the $10.00 autopay/ paperless billing discount is applied. All the information provided in the store or online does state that autopay and paperless billing is required to get the discounted plan price.
  
  I understand the reason why Ms. Vigil removed the autopay from the account. Unfortunately, to get the advertised price on the plan, autopay must be active on the account. I have included the Broadband Fact for the Basic and Everyday plan for Ms. Vigil’s review.
  
  Should Ms. Vigil have additional questions; she may contact our Customer Service Department at (888)944-9400.

  Sincerely,
  
  
  Christy G.
  Customer Service Support Team
  UScellular

  Customer response

  10/14/2024

   
  Complaint: 22384604
  
  I am rejecting this response because:

  Like when I kept contacting them about 2nd payment on hold it is a merry go round. They resolve nothing even when I sent a copy of ad .
  
  Sincerely,
  
  Becky Vigil

*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. ↩