ComplaintsforUScellular

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 4 cell phones and plan 1 year ago at US Cellular. We put insurance plans on 2 of the phones that belong to our kids. 2 weeks ago, my son dropped his phone and cracked the screen. The phone still works, just needs the screen fixed. Filed claim online through Asurion (US Cellulars 3rd party insurance company that we were not aware of that it was a 3rd party) and only gave an option to upgrade the phone for $175 and we have to update our family phone plan which increases the price. We went to the US Cellular store on 11/19/21 and the agent told us that we did not have the correct insurance plan to cover the cost of the screen repair (minus $29 fee). We were never told there was more than 1 insurance plan. At the time of purchase, the agent told us the 2 phones would be covered if lost, damaged/broken or stolen (just need to pay the $29 fee). The agent in the store on 11/19/21 told us to contact an agent at Asurion to file a claim over the phone and talk to a live person. I did this in the store and given the same result, they could only upgrade to a newer phone, it would change our family plan and increase the monthly payment. The agent in the store told us that the insurance company is telling us we need to upgrade because our phone (Galaxy S20) is on backorder. The agent told us we can try using US Cellular "Ubreakifix" store in **********, ** to repair the screen since the phone works, and we should only be charged the service fee. When I called this store, they charge $250 to fix the screen because they said I needed the other insurance plan on the phone. US cellular is now telling me their hands are tied because the insurance company Asurion is a 3rd party and the insurance company Asurion is saying it was up to US cellular to sell us the proper plan. I want the screen fixed at "Ubreakifix" for the $29 fee as we have been paying for insurance and never told there was more than 1 plan. I don't want to upgrade, our phone works.

  Business response

  12/03/2021

  
  December 3rd, 2021
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 16197323
  Customers Name: *********************************
  ****Cellular Account Number: *********
  
  Thank you for contacting ****Cellular in reference to the above account.
  
  We are in receipt of Ms.********* complaint in which she states that she purchased four devices about a year ago. ******************** states that she added insurance plans to two of the lines because they belong to her children. ******************** states that, about two weeks ago, that her son dropped his phone and cracked the screen. ******************** states that the device still works but the screen needs to be fixed. ******************* states that she filed an online claim with Asurion, the device protection vendor. ******************** states that the online portal only gave the option to upgrade the device for $175.00 and update their family plan,increasing the cost. ******************** states that she visited a **** Cellular store on November 19th, 2021 and was told that they do not have the insurance option that would cover a $29.00 screen repair. ******************** explains that she was not aware that there was more than one insurance option. ******************* states that the store told her to contact Asurion by phone to speak with an associate, regarding the claim options, which she chose to do while still in the store. ******************** states that she was given the same options when she contacted Asurion by phone as she was given through the online portal.******************** states that she was told this was the only option because their make and model of device was on backorder and not available. ******************** then states that the agent location explained that she could try going through our Ubreakifixstore in ********** *********. However, once ******************** contacted that store,she was told that the charge to repair the device would be $250.00, as she did not have the correct device protection for a $29.00 fee. ******************** is stating that she would like the screen repaired at the Ubreakifix store for $29.00 and does not want to upgrade because the device still works.
  
  We can understand Ms. ********* frustration and confusion when finding the device protection plan was not what she had come to expect. We apologize for any confusion that this may have caused her.
  
  After reviewing Ms. ********* account, we show that the lines ending in ***** and ***** have standard Device Protection listed for $9.99 per line. These device protection packages were added on December 22nd, 2020 in an agent location during upgrades to the devices. ******************** would have received a welcome packet within 30 days of activating for the device protection that was listed, with all the situations covered and deductibles due for each service. ******************** would have needed to contact us within that 30-day window, upon receipt of the Asurion welcome packet letter to make any changes or within a 90-day window to dispute any charges billed to the account. ******************** was given correct information based on how the account shows and based on the availability of devices to replace.Currently, ******************** does not have the protection plan to cover a $29.00 screen repair fee. ******************** is welcome to speak with Asurion within the allotted 90-day window of the filed claim to make a choice as needed.
  
  Should ******************** have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  ******************
  Customer Service Support Team
  **** **********************

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Why does my us cellular **** differ from month to month one month its $95. The next it's $125. The next it's $116. Shouldn't the **** be the same from month to month (except for the occasional late payment fee) been with us cellular for about 20yrs. Just been letting this go on and on. I have talked to us cellular on several occasions and they just give me the run around like no one knows why. Great service but the bills are so sparatic that I never know how much I'm over paying them and none can tell me why....

  Business response

  12/06/2021

  
  December 6, 2021
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  Re: Complaint Number: 16197350
  
  Customer's Name: Kyl West
  **** ********************** Account Number:   *********
  
  Good Afternoon,
  Thank you for contacting uscellularregarding the above account. Mr. ***** complaint states his monthly **** amount fluctuates and he does not understand why.  He requests a settlement of explanation of charges.
  
  I am happy to review Mr. ***** account and provide the requested explanation. In review of Mr. ***** account. I see he has not contacted us since April 6, 2021. The account reflects we did a **** explanation to the customer at that time.  On April 8, 2021, a line was cancelled. Changes to the account will always change the monthly ****. 
  
  Currently the customer is billed as follows:
  Monthly Service Plan (1 line)                                                       $60.00
  Equipment Monthly Installment                                                $39.99
  Monthly Equipment Promo Credit                                            ($13.34)               
  Third Party App                                                                                 $3.99
                  Sub Total                                                                                                             $90.64
  Charges that can make the monthly amount fluctuate
  Include Taxes approximately                                       $ 1.85
  Applicable Government Fees approximately        $10.00                  
   and often a Late Fee                                                      $5.00                                                                   
                                                                                                                  Approximate Total                                           $107.50
  
  What the customer may be seeing as a fluctuation in his **** is a fluctuation in the Past Due amount. As ************ is not paying the billed amount by the due date, the promotional credit will go toward the oldest amount due. This will cause the credit to go twice toward a past due amount, and then not at all to the current amount. This is one of the disadvantages of not paying the **** by the due date, along with the late fee of $5.00.  Mr. ***** monthly charges are not fluctuating, but his balance due can be affected by the timing of his payments.  ************ does receive a paper ****, and we would be happy to go over it with him in store or over the phone. All the customer needs to do is ask!
  
  I want to thank ************ for giving me the opportunity to review and clarify this issue for him. I hope he finds this resolution acceptable. If ************ has any further concerns, he can call our *************************** at the numbers listed below, which is available to assist daily from 7am to 10pm CST. Thank you and have a pleasant day!
  
  Sincerely,
  
  ****************
  Customer Service Support Team
  ********************

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