Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Walked in on thrusaday the 23rd of Jan 2025. Was looking for iPhone 13 prepaid but they didn't have it and suggested a moto g play for 9.99 and a prepaid plan.After two hours in the store the phone wouldn't activate.They told me it would activate in ***** hrs. 36 hours later it wasn't activated so I went back to the store seeking remedy.They call customer support that says I need to pay what my bank ans the local store record show I already paid and am thus entitled to service.After that I went to ******* and in 5 minutes I had a new phone activate before I left..Us cellular has cost me 43 follars' and soon to be 4 miles of walking in the cold and still keeping my money but won't provide what I've paid for.This sure seems to be a breach of lemon law and the implied contract of a ****.Took my money in seconds yet 4 days later no service and since Sunday I can't even use the phone on wifi.Avoid this boomer going back krupt and being sued worst cell co.pany in the ** at all costs.

  Business response

  01/28/2025

  January 28, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 22861534
  Customers Name:  ***** *****
  ********************** Account Number:  Not Provided
  
  Thank you for contacting UScellular in reference to the account. We are in receipt of Mr. ****** correspondence in which he states he was looking for an iPhone 13 prepaid, but we didn't have one and suggested a *********** for $9.99 instead. He spent two hours in our store and the phone wouldn't activate. We told him it would activate in ***** hours. It did not, so he went back to our store. We advised him he needed to pay to activate, but his bank and store representative stated he already made a payment.
  
  We have reviewed Mr. ****** concerns.We apologize for any confusion or frustration this has caused. I understand the importance in billing and payment accuracy, and we would love to work with ******** to rectify this situation. However, because we value the security of our customers information, we require the cell phone number as listed on the account for verification purposes. This was not provided in Mr. ****** submission.
  
  Please advise Mr. ***** to resubmit this complaint with the information requested above and we will be happy to address his concerns at that time. Or he may contact **************** by calling ************.
  
  We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.
  
  Sincerely,
  
  ****** *.
  **************** Support Team
  **********************

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12-06-2024 Prior to visiting the store I filled out the information to purchase the 4 lines for $90 as advertised. I was asked to provide my credit card number to cover the taxes for the phones (which were free with this plan) and did so. I was given a order # . It was 2 business day shipping and they didn't arrive . After not being contacted of any issue I called customer service and was told I needed to go to the store with all my identification. I went to the Waterloo store first and they told me the transaction wasn't approved and I could only do a prepay plan. I was very upset and call customer care again and was told no I just needed to prove my identity so I went to the *********** store where I was told they needed to run additional credit. I have an outstanding credit score and didn't understand the issue. They told me to come back q day before 5 so we could call to find out more. Long story short I had to come back twice and somehow was told if they run it as a business plan it should go through and it did. I got the phones and all got $100 gift card for each line. I told the associate **** I didn't want to go over that and purchased accessories and my total was $407.42 so I paid $7.42 in cash and even was asked if I wanted to do that so there was no additional charge. Then there was $130 accessories charge added into the bill and our bill has been over $200:each month. I have called customer service many times and called the store to peak to a manager and no manager is ever there. I've gone to the store twice to try to get this resolved and every time I ask that a manager call me and never get a call back. The associate gave me his number and would not return my texts. I'm so fed up with the entire situation that I don't even want to keep the service and I should be reimbursed for every mistake they made and my time and gas. Hopefully you can help me. 

  Business response

  01/27/2025

  1/27/2025 
  
  
  Better Business Bureau of Chicago 
  Attention: BBB Customer Relations Advocate 
  ******************************************** 2006  
  **********************;
  
  Re: Complaint Number: 22858824 
  Customers Name:  **** Sanderson 
  U.S. Cellular Account Number: ********* 
  
  Thank you for contacting U.S. Cellular. We have received the above complaint stating that *** ********* visited a store on 12-06-2024.  Prior to visiting the store, she filled out the information to purchase four lines for $90.00 as advertised. *** ********* was asked to provide her credit card number to cover the taxes for the phones (which were free with this plan), and she did so.  
  
  *** ********* was given an order number, it was two business day shipping, and the order did not arrive. *** ********* states that after not being contacted about any issue she called customer service and was told she needed to go to the store with her identification. *** ********* went to the Waterloo store first and we told her the transaction was not approved, and she could only do a prepaid plan. *** ********* was very upset and called customer care again.  She was then told she just needed to prove her identity, so she went to the *********** store where she was told we needed to run additional credit.  
  
  *** ********* states she has an outstanding credit score and didn't understand the issue. We then told *** ********* to come back a day before 5:00pm so we could call to find out more. She then states she had to come back twice and somehow was told if we run it as a business plan it should go through and it did. *** ********* got the phones and got a $100.00 gift card for each line. She then told the associate that she didn't want to go over that and purchased accessories and her total was $407.42.  *** ********* states she paid $7.42 in cash and was asked if she wanted to do that there with no additional charge. She then states there was $130.00 in accessories charges added onto the bill and her bill has been over $200.00 each month.   
  
  *** ********* then called customer service many times and called the store to speak to a manager and no manager was ever there. She states she has gone to the store twice to try to get this resolved and every time she asks the manager to call, she never gets a call back. She states the associate gave her his number and would not return her texts. *** ********* states she is so upset with the entire situation that she doesnt even want to keep the service, and she should be reimbursed for every mistake we have made and her time and gas.  *** Sandersons desired settlement is to get a refund. 
  
  We appreciate *** ********************* the time to tell us about the issues she has experienced.  We apologize for any frustration that she has experienced.   
  
  Upon reviewing the account, I show that we explained to *** ********* on more than one occasion that she had the option to complete a 15-day return for the remaining accessories charge.  *** ********* was advised that she had a remaining balance of $124.22 that would need to be paid for the accessories, in which that balance was set up on a monthly retail installment of $10.92 a month for the next 12 months.  Due to this, there is no refund that will be issued. 
  
  Should Mr. ******** have any further questions or concerns, he may contact our *************************** at **************. 
  
  Sincerely, 
  
  ******* *. 
  Customer Service Support Team 
  U.S. Cellular 
  
  

  Customer response

  01/29/2025

  Complaint: 22858824
  
  I am rejecting this response because: The attached documents show no beginning balance.
  
  Sincerely,
  
  **** *********

  Business response

  01/30/2025

  January 30, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 22858824
  Customers Name: **** *********
  ********************** Account Number: *********
  
  It is good to hear back from Ms. ********** We really do appreciate the opportunity to work with her. I am so sorry that she had a poor experience with us. My name is ******* and I certainly hope my response will resolve her concerns.
  
  In Ms. ********** rebuttal she states that she still finds the matter to be unresolved because the documents attached to her original complaint do not show the beginning balance of the devices and accessories.Just today we sent her an email with a copy of her Retail Installment Contract and a copy of the contract for her accessories.  We believe these are the documents she is looking for. These documents were sent to the email address we have on file for her account.
  
  Of course, if she still has concerns, she may contact our *************************** at ************* or contact us again through the Better Business Bureau. I again regret to hear that we did not meet her expectations.
  
  Sincerely,
  
  
  ******* *.
  Customer Service Support Team
  **********************

  Customer response

  02/01/2025

   
  Complaint: 22858824
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband purchased a new phone from UScellular in August, 2024. On January 15, 2025 we decided to switch carriers paying off the balance of his phone with UScellular of $228.16 and opening an account with Consumer **********************. When downloading the esim with Consumer Cellular, a lock screen appeared on the phone which prevented the download from completing. Consumer Cellular advised me to contact UScellular to resolve the problem. On January 16th I visited the UScellular office in ******, **. At first the employee could not find a reason for the lock and even had me call ******** for resolution (******** advised UScelluar had to unlock the phone). Eventually she found a document on her computer that stated certain makes and models of their phones must remain on the UScellular network and cannot be transferred to another carrier. My husband's phone was on that list. I asked how that information is disclosed to the buyer of the phone at the time of purchase and was told it comes up as a "quick flash" on the screen when the phone is activated. A UScellular employee activated my husband's phone so he did not see the "quick flash" and the employee failed to explain that restriction to him. The girl that was assisting me said the lock could not be removed and that we would have to purchase another phone if we wanted to switch carriers. I told her that we really didn't want to purchase another new phone so soon and that I didn't think was right not to explain the restriction when the phone was purchased. I then requested they give us a refund of the $228.16 and told her they could keep the phone. She said she "didn't have the power" to do that and proceed to call her supervisor. He said they had done everything they could do and also declined the refund. I'm sure there is someone at UScellular that has that power and we would be most appreciative of any assistance to get a refund on the phone.

  Business response

  01/27/2025

  January 27, 2025
  
  Better Business Bureau of *******
  Attention:BBB Customer Relations Advocate
  *******************************************************
  *****************
  
  Re:Complaint Number: 22820130
  Customers Name: ******* ********
  U.S. ********************** Account Number: *********
  
  Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Ms. ********* complaint in which she states that after they paid off a device to switch to another carrier on January 15, 2025, the device is showing as locked and not usable with their new carriers SIM card.
  
  In reviewing the account information, I do see that the device was purchased as new on August 21, 2024. UScellulars device unlocking policy states that a device has to be active on our network for at least 120 days which this device has.
  
  I can also confirm that the device is showing as unlocked by verifying the **** number, which is a number unique to each device, and that the device is not showing on our flagged list, which shows if a device has been reported as lost or stolen.
  
  I would encourage Ms. ******** to contact her new service provider and attempt again to activate the device on their network as the device is showing unlocked in the UScellular system. Should Ms. ******** have any further questions or concerns, I would encourage her to contact our *************************** at **************.
  
  Sincerely,
  
  
  
  ****** *.
  Customer Service Support Team
  **********************

  Customer response

  01/27/2025

   
  Complaint: 22820130
  
  I am rejecting this response because:

  The US cellular employee I spoke with in the ****** office told me this was an "enhanced lock" that could not be removed and was embedded in the phone, after viewing the message that was displayed on the screen.  She also advised that there were certain makes and models of phones sold by US Cellular that were locked to their network only and could not be used on other carrier networks and that our phone was on that list.  The phone is still showing a screen stating a US Cellular SIM card must be installed and the phone is unable to be used. I have already spoken with a customer service representative at Consumer Cellular and with a representative from ********. Both of these people told me that US Cellular has to unlock the phone before it can be used. In addition, I have also spoken to US Cellular customer service and they were unable to provide any assistance.  As I stated earlier, we had to purchase a new phone in order to change over to Consumer Cellular and we are requesting a refund on the phone we had purchased from US Cellular as they are refusing to unlock this phone. The reason we are making complaints with the Better Business Bureau is because we are getting the runaround from US Cellular and apparently they are going to continue that practice and they are not admitting this policy is in place. I'm guessing that their employee was not supposed to tell us about that.
  
  Sincerely,
  
  ******* ********

  Business response

  01/29/2025

  January 29, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 22820130             
  Customers Name: ******* ********
  U.S. ********************** Account Number: *********
  
  Thank you for contacting US Cellular. We are in receipt of *** ********* rebuttal regarding a lock on her US Cellular purchased device.  My name is ***** and I welcome the opportunity to review *** ******** account and provide information regarding the lock status of her device.
  
  In review of *** ******** s account, the ******** moto g stylus 5G 2024 is an UNLOCKED device. *** ******** has met all requirements to have the device unlocked, including the device being paid in-full and the device being active for 120 days on UScellulars network.
  
  *** ******** mentioned an Enhanced Lock, an enhanced lock is put in place for devices that are newly purchased, powered on and connected to WiFi without being activated within 48 hours. Devices that are NOT activated on the network within 48 hours become Enhanced Locked and that lock is removed within 2 hours of the device activation on *********************** network.
  
  Again, we have confirmed that *** ********* device is no longer a locked device with **********************. US Cellular cannot guarantee that an unlocked device will operate on another carriers network and/or perform as it would on US Cellulars network.
  I understand that this may not be the response that *** ******** was hoping for, however, this device is not locked on our network. Thank you for allowing me the opportunity to review and respond to this matter for *** ********,have a pleasant day!
  
  Sincerely,
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------  
     | ***** *. | Customer Service Support Team  | ************
  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------

  Customer response

  01/30/2025

   
  Complaint: 22820130
  
  I am rejecting this response because:

  
  The phone was activated on the US cellular network on the day it was purchased by a US Cellular employee. When the phone is turned on a screen stating a US Cellular SIM card must be inserted and any attempt to operate the phone is unsuccessful. I have taken the phone to the US Cellular store where their own employee told me the phone is locked and is not able to be unlocked. Again, I am requesting a refund for the balance that we paid on the phone. We really should be asking for a refund for the cost of obtaining a new phone so we could switch to consumer cellular network as directed by the US Cellular employee. However, we will settle for the amount we paid off with US Cellular.
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning of the relationship with USCellular I felt they were not being upfront with me and taking the time to explain things especially when payments were taken incorrectly and trying to resolve situations and I was left with no choice but to leave in order to have phone service. I felt I was looked at as someone who would not understand because of my age and even after I left I tried to resolve the balance by arguing the amount and no help locally or on the phone

  Business response

  01/29/2025

  January 29th, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number:22849114
  Customers Name: ****** ******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account number. We are in receipt of ********** correspondence. Ms. ****** states that UScellular has not taken time to explain the charges and payments on her account. Ms. ****** is requesting a balance decrease or remove her account from the credit bureau.
  
  I certainly understand ********** concerns, and we apologize for any inconvenience this may have cause. We will be happy to investigate this issue.
  
  We have reviewed Ms. ******* account, and I see where Ms. ******* authorized user ****** ****** was the only one reaching out to UScellular Customer Support about the account. ********* was only reaching out to set up payment arrangements, I do not see any notes where Ms. ****** disputed the charges or asked to review charges on the account.
  
  All charges are correct, the monthly service bills were never paid in full, Ms. ****** carried over a balance every month, and the final bill has charges for the remaining cost for the equipment on the account.
  
  Please advise Ms. ****** we have pulled her account from collections for 30 days, and it will be sent back in March. I hope this information is helpful. Should Ms. ****** have any additional questions, she may contact Customer Support at ************.
  
  Sincerely,
  April S.
  Customer Service Support Team
  ********************** 

  Customer response

  01/30/2025

   
  Complaint: 22849114
  
  I am rejecting this response because:
  
  I gave permission to ***** to discuss the bill because they were confusing me when we were on a 3 way call and we did go into the store here in ************ as well as peak to persons on the phone and I feel notes were not taken correctly.. I would like to know what the balance is and a detailed listing of what the charges are exactly for so I may understand completely.  Please respond with this information.  Thank you so I may see how to fix the situation with your company
  Sincerely,
  
  ****** *****

  Business response

  01/31/2025

  January 31, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 22849114
  Customers Name: ****** *****
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ****** rebuttal in which she states than she and Ms. ****** did call and visit a store location for assistance with the bill. Ms. ***** wants to know what the balance is and what charges the balance includes.
  
  I understand Ms. ****** request for additional information regarding the charges on the account. I will be happy to provide additional detail. The account was suspended for payment on May 7, 2024, and all monthly service charges ceased at that time. While the account was active, there were 4 lines of service open. There were 3 phone lines and 1 tablet line. The service for the 3 lines was $190.00. The 4th line was suspended per customer request and was not being charged for service; instead that line would have been charged a seasonal suspend fee of $10. Ms. ***** had Device Protection on 2 of the phones and the tablet at a cost of $45.97. Ms. ***** was paying for the 3 phone and accessory through installments billed monthly. The month charges for the equipment were $102.22. Ms. ****** monthly bill would have been $348.19 plus taxes and fees. The last payment was made on April 12th,2024. At the time the account was cancelled for payment the balance was $851.81.
  
  Ms. ****** account was cancelled on June 7, 2024, which caused all installments for the equipment to be billed to the account in full. Total installment charges were $1,998.89.
  Accessories $87.16
  iPhone 13 Pro MAX $183.00
  iPhone 15 Pro MAX $1,243.48
  Samsung Galaxy S23 Plus $485.25
  This left the total balance on the account at $2,855.70. This amount was sent to collection in September 2024. The collection has been paused for 30 days. However, the collection agency may apply additional charges to that amount.
  
  Should Ms. ***** have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  ******* *.
  Customer Service Support Team
  **********************

  Customer response

  02/03/2025

   
  Complaint: 22849114
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My phone was stolen. I filed a claim to receive a new phone. The new phone arrived on time. However, I didnt have service after setting it up. I tried to chat with a representative and they told me the only way to enable service was by sending me a 6 digit PIN via SMS, even though I explicitly told them I do not have service. They told me the only other way to activate the phone was by going to a store, the nearest of which is over 2 hours away from me. I was told that its the only way they have to verify my identity to activate the phone despite them having ALL my other personal information. I tried calling and was told the same thing. There was nothing else that they were willing to do. My phone was stolen. How would I receive this code? They were no help at all and I still dont have service. Even though Im supposed to be covered under my protection plan, I still had to pay $200 for the new phone, and they say theres nothing they can do to help me activate it unless I drive 2 hours, one way, to do it in person.

  Business response

  01/24/2025

  January 24, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re: Complaint Number: 22848877
  Customers Name: ***** ******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account.
  
  We are in receipt of Mr. ******* complaint in which he advises he has received a replacement device from the insurance provider but is unable to activate it without driving two hours to the nearest store.  His requested resolution is that we finish the job.
  
  I can certainly understand his frustration. Since his phone was stolen, he is unable to receive a one time verification pin to activate the device yet we are unable to activate, even a replacement device, without this extra measure of security. Although it is very frustrating the recent increase of fraud throughout the entire wireless industry has forced us to implement these measures.
  
  Originally, Mr. ****** opened his account in ****, and we can now see that his BBB complaint has been sent showing an address in ****************. He has apparently moved outside the area where we are licensed to provide service. I can also see when I review his account that he spoke to one of our representatives yesterday about porting his number over to a new provider. Although we hate to lose him as a customer, if he intends to permanently stay in **********, it would be best for him to choose a new provider that is licensed in that area.
  
  Should Mr. ****** have additional questions, he may contact our *************************** at *************.
  
  Sincerely,
  
  
  ******* *.
  Customer Service Support Team
  **********************

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** for several years. I recently changed bank accounts, and due to a glitch in US Cellulars system, they are unable to process payments from new payment methods. This has resulted in my phone being shut off, several hours of back and forth phone calls with US Cellular and my bank. I have attempted to process payments for my account over 40 ***** ******, over the phone through the automated system, and with a representative with no luck. Having my phone shut off due to no fault of my own is extremely embarrassing and I have had to miss several hours away from work and my children to deal with this. The resolution that US Cellular has given me is to drive over 2 hours through inclement weather to pay in cash at a US Cellular store each month or to mail in a check. I do not even own checks and do not believe I should have to pay to order checks to be able to mail my phone payment in monthly. In addition to this, I have been trying to switch my service over to ******* and have had several issues with the porting department. After spending over an hour on the phone with Tier 2 Porting and being assured that everything was taken care of, 24 hours have passed and my port has not been completed. Today I was told that all of the issues with my account are one-off situations. US Cellular has effectively not allowed me to make payments to my account, they are holding my phone number hostage and they will now be billing me for the remaining balance on my phone - to no fault of mine.

  Business response

  01/24/2025

  January 24, 2025
  
  Better Business Bureau of *******
  Attention:BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re:Complaint Number: 22844407
  Customers Name: Heaven Curl
  U.S. ********************** Account Number: *********
  
  Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of Ms. ***** complaint in which she states due to issues with her payments since changing banks she has had to spend several hours trying to rectify the situation between UScellular and her bank but has not been successful.  She also states she then sought service with a different provider and is having issues porting her number out of UScellular.  She states UScellular is holding her phone number hostage and is seeking credit for the hours she has spent off work and away from her family while trying to work out these issues.
  
  I appreciate Ms. **** reaching out for assistance with these issues and I understand her concerns about her payment options and apologize for any frustration caused by this situation.
  
  In review of Ms. ***** account, the glitch she referred to with her payments is a block that was put on her account after her bank rejected her payment.  This is normal when a checking account is used for payment and the payment is rejected. The customer then must pay with certified funds that do not go through her checking account.  Depending on the number of rejected payments the block is in place for six months or a year from the date the block is applied.  Ms. **** did request the block be removed however this request was denied.
  
  As for the porting process, there are often delays due to incorrect information received from the requesting carrier.  I can see that ******* said there was a request submitted, but we did not find one in the system and requested that they cancel the initial request and resubmit a new one, waiting 24 hours between canceling and resubmitting to allow the system to fully process each request.  We always document the account each time we have an interaction with our customer.  According to our documentation ******* submitted a request 1/21/25 that was rejected due to an incorrect address, and then canceled the same day.  A request was submitted 1/22/25 that was confirmed by UScellular as portable 1/22/25 at 4:40 PM eastern time.  Since the request shows confirmed on the UScellular side and the due date and time has passed, ******* can activate the number on their system as soon as they are ready to do so.
  
  I hope I have answered all of Ms. ***** concerns and should she have any additional questions, she may contact our *************************** at *************.  Our *************************** associates are available each day from 7 am to 10 pm CST and are eager to help with any questions or concerns and always happy to hear from our customers. 
  
  Thank you for the opportunity to assist once again. We look forward to hearing from you if anything more is needed.
  
  Sincerely,
  
  
  
  ******** *.
  Customer Service Support Team
  **********************

• Initial Complaint

  01/22/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******* ****** Account: ********* I signed up for a promotion for for lines for $90 per month. I have not been able to access the online account and the emails I am getting state I owe almost $300.I was also supposed to ger promo cards , $100 each per line. I need someone to help fix my account so my charges are correct, get ** in to my online account to set up autopsy and access my bills, and help with my promo cards please.

  Business response

  01/23/2025

  January 23, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 22843879
  Customers Name: ******* ******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We have received Ms. ******* complaint in which she states that she requested the promotion for four lines for $90.Additionally, Ms. ****** states that she has not been able to access her online account and the emails that she is receiving state that she owes almost $******. Gorski also states that she was supposed to get a $100 promotion card for each line of service. Finally, Ms. ****** states she needs someone to fix her account, so the charges are correct, she has access to her online account to set up autopay and access her bills and assistance with her promo cards.
  
  We appreciate Ms. ****** giving us the opportunity to address her concerns.  We are sorry Ms. ****** did not contact our **************** Team for assistance with these issues. I am happy to confirm that Ms. ******* online account is set up and that autopay and paperless billing have also been set up on her account already. If Ms. ****** needs assistance accessing her online account, she should contact **************** by calling ************ or 611 from her cellphone. Our **************** Team has access to tools to provide her with her username or set up a new password for her online account.
  
  Regarding the $100 promotion cards for each line. These are virtual cards. Ms. ****** will not receive a physical card to use. A review of Ms. ******* account shows that the system has documented the phone number ending ***** has activated the virtual card for that line. The system shows that all three of the other lines have received a text message to redeem the virtual card for their lines. Ms. ****** should check with the users and if additional assistance is needed then our **************** Team can certainly assist.
  
  Finally, the charges on the bill dated December 22, 2024, are correct and they include the discount for autopay and paperless billing, as well as the discount which would bring four lines of service down to $90 on the basic data plan. She still gets that additional discount even though only three lines of service were active when that bill processed. Ms. ****** did not activate the fourth line until December the 26th. That means she received the pricing for three lines of service and not four lines of service. Our regular plan pricing includes a large price reduction when the fourth line is activated. The December 22nd bill only had 3 lines active so the per line cost was higher. Additionally, ********* has one line on the account with a step-up on the data, which is a requirement for the promotion to get the free phone on the line ending *****.This data step-up is just an additional $10 per month. Finally, the bill contains proration for services from November 27th when the first phone was activated through December 21st which is a partial month of service. The bill then contains the regular charges for those three lines from December 22nd through January 21st. This is the regular charges for the three active lines. Please note, the fourth line was activated on December 26th, therefore there will be proration again on the January 22nd bill but just for that one line. And beginning December 26th there were four lines active on the account, so the reduced regular plan cost applies.  
  
  We hope Ms. ****** contacts our **************** Team for the additional assistance she has requested for her online account and virtual promotion cards. Assistance for these issues cannot be provided via a Better Business Bureau complaint response due to customer privacy.
  
  Sincerely,
  ***** *.
  **************** Support Team
  **********************

  Customer response

  01/24/2025

   
  Complaint: 22843879
  
  I am rejecting this response because:
  I still can not log in to the account to update my payment information. The card used when I set up the account  was replaced so no autopay can come from that.

  I tried contacting customer support and was left on hold with no contact twice.

  The 4th line would not auto activate.  I had to **** to a store to fix this issue which cost me time and money to do so. 

  The fact nobody reached out to me about this complaint to help me fix these issues is concerning.

  I feel I should not be charged extra money on my account for not being able to auto activate the 4th line. I also feel being charged additional cost for the 4 lines not being on autopsy is unfair when I can not log on to my account. 

  I will try to call again today to address these concerns

  I would like a bill adjustment for these issues please. 

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

  Business response

  01/27/2025

  January 27th 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *******************************************************
  ****************
  
  Re: Complaint Number: 22843879
  Customers Name: ******* ******
  ************************** Account Number: *********
  
  Thank you for reaching out to U.S. Cellular regarding the above-mentioned account. I have received *********** rebuttal, in which she expresses her dissatisfaction with our previous response due to ongoing issues with logging in to update her payment information. Ms. ****** has also requested a bill adjustment related to this matter.
  
  I am truly sorry to hear about the difficulties Ms. ****** has been experiencing with accessing her online account. My name is ***, and I am committed to resolving her concerns promptly.
  
  To assist Ms. ****** in regaining access to her online account, she has several options available:
  1. She can utilize the "Forgot User or Password?" feature on our website to retrieve her login credentials.
  2. She may contact our **************** Representatives, who can assist her in retrieving her login information or updating her payment information over the phone.
  
  Regarding the activation of the 4P line, I would like to clarify that Ms. ****** was not charged extra for this line. The line was prorated because it was activated later than the others. Had the line been activated simultaneously with the others, the charge would have appeared on the previous bill rather than the current one.
  
  In recognition of the inconvenience Ms. ****** has experienced, I am pleased to apply a $10 credit to her account. Should she have any further questions or require additional assistance, Ms. ****** is welcome to contact our **************** Department at **************.
  
  Thank you for bringing this matter to our attention. We value Ms. ******** business and are dedicated to ensuring her satisfaction.
  
  
  Sincerely,
  
  
  *** *.
  **************** Support Team
  U.S. **********************

  Customer response

  01/29/2025

   
  Complaint: 22843879
  
  I am rejecting this response because.

   

  Hello ***.

  I am still very confused. 

  I was able to reset my password and log in to the account just now and can finally log in to my account. 

  I signed up for the plan that was supposed to be $90 per month for the service. I see on the bill I am being charged $150 per month for the service.

  Some how this equated out to my first bill being $263. This is not what I signed up for nor what I was told my bill would be upon signing up. All devices are on a promo where the device payment plan makes them free for the month. So how is the first bill $263. And the second bill $165?

  even if taxes and fees are $45 per month that would equal put to $135 PER  month for the service charges and taxes/fees. 

  I have been way over charged. 

  Please advise and why I was charged this much and what you can do to fix this. 

  I never would have switched to US Cellular if I was told the truth by your **** as to what my bill would be. 

   

  Thank you.

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

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filled a complaint against this company before. Their service has been awful I couldnt even talk on my phone and they wouldnt help or try and fix the issue in any way other then trying to sell me quot better service and or new phones I didnt need. so I paid off the phones that was on the account and have switched to another company. I still have a bill for 205 and honestly I dont feel like I should haft to pay for it for as little to nothing they done other then trying to sell me something. its crazy I had to go to such extreme measures to fix the issues and they are fixed now. The whole experience is ridiculous honestly. I paid 588 to have the phones unlocked

  Business response

  01/23/2025

  January 23, 2025
  
  Better Business Bureau of *******
  Attention:BBB Customer Relations Advocate
  *******************************************************
  *****************
  
  Re:Complaint Number: 22837152
  Customers Name: ******* *******
  U.S. ********************** Account Number: *********
  
  Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of Mr. ******** complaint in which he states he has filed grievances against our company before, the service has been awful and he could not talk on his phone, and UScellular would not help or try to fix the issue in any way other than sell or quote better service or new phones he did not need.  Mr. ******* states he paid off his existing phones and switched to another provider. The customer further ********************** he still has a bill for $205.00 and does not feel he should be responsible for paying this balance.  In addition, he is requesting a settlement of $588.00 since this was the balance required to pay his phones in full.
  
  I appreciate Mr. ******* reaching out and understand his concerns regarding poor service.  Our phones are an integral part of our everyday lives now, and I apologize for Mr. ******** frustrations.
  
  In review of Mr. ******** account, I see he contacted the Better Business Bureau (BBB)three times in October 2024.  Mr. ******* voiced concerns regarding service issues in his BBB complaints.  However, as was explained in each response, there was no contact from the customer regarding the issues he was experiencing prior to any of the complaints.  As we previously explained, we cannot address that of which we are unaware.  We always document the account each time we have an interaction with our customer. However, there are no records of such calls or contact from the customer.  Submitting a complaint to the Better Business Bureau will not allow proper troubleshooting of the situation, the necessary discussion to gather vital information, etc. We must be able to speak with our customer to resolve any concerns he may have.
  
  In light of the lack of contact from Mr. ******* regarding his concerns and as previously advised, there will be no waiver of the $205.00 account balance or settlement of the $588.00 disputed amount. 
  
  Should Mr. ******* have any additional questions, he may contact our *************************** at **************.  We are available each day and always happy to hear from our customers. 
  
  Thank you for the opportunity to assist once again. We look forward to hearing from you if anything more is needed.
  
  Sincerely,
  
  
  
  ***** *.
  Customer Service Support Team
  **********************

  Customer response

  01/24/2025

   
  Complaint: 22837152
  
  I am rejecting this response because: I didnt ask for a settlement of $588 I just dont think all the hassle and BS that Ive been through the least they can do is cover the last payment for basically no service they helped in no way shape of form and very bad customer service as well. thank god we switched! Have fun being transferred into T Mobile 
  
  Sincerely,
  
  ******* *******

  Business response

  01/27/2025

  January 27, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  ********************************************************************************************
  
  Re: Complaint Number: 22837152
  Customers Name: ******* *******
  ********************** Account Number: *********
  
  Thank you for contacting UScellular in reference to the above account. We are in receipt of Mr. ******** rebuttal,wherein Mr. ******* states that he didnt ask for a settlement of $588 and thinks that UScellular should clear his remaining balance of $202.76 due to poor service and customer service. My name is ***** *** and its my pleasure to assist Mr. ******* today.
  
  Upon review of Mr. ******** account, I do see that we replaced SIM cards on July 6, 2024 and July 7, 2024.These SIM card changes were for new devices that were purchased on July 6, ******** Branham did not contact UScellular to troubleshoot the poor service and we were not aware of the reception issues he was having. We do rely on our customers to alert us to service, and/or reception, issues. Without the customer contacting us we are not able to address the issues.
  
  Due to the lack of troubleshooting Mr. ******* is responsible for the balance of $205.76 on the account. I apologize for any further inconvenience this may cause Mr. ********
  
  We have reviewed Mr. ******* complaint.With notice we could have done troubleshooting on his lines to address any service/reception issues. We have done all we could for Mr. ******* with the information provided and respectfully request that this complaint be closed.
  
  Should Mr. ******* have additional questions, he may contact our *************************** at **************
  
  
  Sincerely,
  
  
  ***** *** *.
  Customer Service Support Team
  **********************

  Customer response

  01/29/2025

   
  Complaint: 22837152
  
   I am rejecting this response because I have gone to the main store where I purchased the phones, they converted my **** to eSIM. We have made several trips to the store over this issue. We have contacted US Cellular directly and messaged them, only to be told we need new phones or a more expensive service plan. We have done everything to get the issue fixed, but nothing was ever done. Our only resort was to switch to a new company, which by the way our old phones work perfectly on. This is ridiculous. You are a bunch of money-hungry, *****-pinching people. The bad customer service and bad service altogether are probably why you are going out of business. I am glad to be rid of you. As for what is left owed, you can send it to collections; I don't care. I refuse to pay for it. You are the nastiest people I have ever dealt with.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/20/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertisement. Advertising 4 free phones 4 lines for $90/ month. When we actually tried to get the deal we were told it would cost $282 per month. Not even close to the advertisement

  Business response

  01/21/2025

  January 21, 2025
  
  Better Business Bureau of *******
  Attention:BBB Customer Relations Advocate
  **********************************************************************************************
  
  Re:Complaint Number: 22834643
  Customers Name: ******* *******
  
  Thank you for contacting U.S. Cellular in reference to the above customer complaint.We are in receipt of Mr. ******** complaint in which he states we advertised 4 free phones with 4 lines of service for $90.00 and when he went in our store to take advantage of the offer,he was quoted $282/month.
  
  I can understand feeling mislead when a price is much higher than expected. I am happy to check into this for Mr. ******** Also, we greatly appreciate the feedback!
  
  In review of our current offers, I am seeing that our 4 lines for $90 offer is basically $7.50 off per line for up to 10 lines. With our Unlimited Evolved Basic plan with 4 lines priced at $120/month after autopay and paperless billing, saving $30 (with 4 lines) would bring the price to $90.00 plan cost. This offer can be combined with any of our device offers. For the free phones, each promotion has different requirements. For example, our $1000 off offer requires a trade in of $75 value and our Everyday or **************** plan. Everyday plan is $10 more than the basic. This would make the plan cost for 4 lines on Everyday $130. Then, if we were to add on our Device Protection Ultimate plan,that would be an additional $14.99/line. Even Better plan would be an additional $15/line, bringing 4 lines of service to $150. Additionally, if we have an offer for a free ******* Galaxy S24, and the customer chooses the Ultra model, or the 1TB storage model, the additional cost from the base model is then the customers responsibility. We would credit the base price of the S24 and the difference in the cost would bill to the customer in a monthly installment for the term of their financing (usually 36 months).
  
  I am unsure of the specifics of the quote Mr. ******* was offered, but I did want to provide an example of what may cause variation in the total cost. Our promotions are available to view on our website where Mr. ******* can put together an online order for a quote, or we would also be happy to provide him a quote based of his specific needs by speaking to one of our representatives in Telesales.
  
  We apologize for any confusion and do not wish for Mr. ******* to feel as if he was misled. We urge him to contact us directly at the number below for more information. Thank you and have a great day!
  
  Sincerely,
  
  
  ****** *.
  Customer Service Support Team
  U.S. **********************

  Customer response

  01/22/2025

   
  Complaint: 22834643
  
  I am rejecting this response because:
  

  Advertisements should be simple to understand for the average person and, when specifically referenced, should be shown to the customer. 

  When we entered the business, we told the sales *** that we wanted the deal as advertised.  She took us around and told us that we could pick phones.  The only ones that we picked that she told us were not within the "free" amount were iPhones.  She told us there was a one-time activation charge per line, which is also sketchy as the ad specifically mentions new customers.  As such, any fees such as that, should be openly disclosed on the advertisement.

  With regards to the other fees, there was no other breakdown provided except a list of credits per phone.  We told her we wanted the special and the basic plan for unlimited data as part of the ad.  We did not ask about service plans or warranties as we never reached that point.  When we questioned it, we were not offered any changes and I pointed out that it was certainly not the $90 and 4 free phones with 4 lines.  The only thing she pointed out was the iPhones which were a fraction of the overall amount, and certainly did not add up to the difference.  If there were actually phones and lines to reach the amount of $90 per month, it should have been offered at one of the different points when I specifically asked for that deal.

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

  Business response

  01/23/2025

  January 23, 2025
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number: 22834643
  Customers Name: ******* *******
  
  Thank you for contacting U.S. Cellular in reference to the above customer complaint. We are in receipt of Mr. ******** complaint in which he states we advertised 4 free phones with 4 lines of service for $90.00 and when he went in our store to take advantage of the offer, he was quoted $282/month.
  
  I can understand feeling mislead when a price is much higher than expected. I am happy to check into this for Mr. ******** Also,we greatly appreciate the feedback!
  
  In review of our current offers, I am seeing that our 4 lines for $90 offer is basically $7.50 off per line for up to 10 lines. With our Unlimited Evolved Basic plan with 4 lines priced at $120/month after autopay and paperless billing, saving $30 (with 4 lines) would bring the price to $90.00 plan cost. This offer can be combined with any of our device offers. For the free phones, each promotion has different requirements. For example, our $1000 off offer requires a trade in of $75 value and our Everyday or **************** plan. Everyday plan is $10 more than the basic. This would make the plan cost for 4 lines on Everyday $130. Then, if we were to add on our Device Protection Ultimate plan, that would be an additional $14.99/line. Even Better plan would be an additional $15/line, bringing 4 lines of service to $150. Additionally, if we have an offer for a free ******* Galaxy S24, and the customer chooses the Ultra model, or the 1TB storage model, the additional cost from the base model is then the customers responsibility. We would credit the base price of the S24 and the difference in the cost would bill to the customer in a monthly installment for the term of their financing (usually 36 months).
  
  I am unsure of the specifics of the quote ********** was offered, but I did want to provide an example of what may cause variation in the total cost. Our promotions are available to view on our website where Mr. ******* can put together an online order for a quote, or we would also be happy to provide him a quote based of his specific needs by speaking to one of our representatives in Telesales.
  
  We apologize for any confusion and do not wish for Mr. ******* to feel as if he was misled. We will pass along his concern to upper management. In the meantime, we urge him to contact us directly at the number below for more information. Thank you and have a great day!
  Sincerely,
  Customer Service Support Team @ U.S. ************************..

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cell phone service has been sporadic for 3.5 months now. They are not modifying the charges in any way. They say the towers were damaged in Hurricane ****** but other carriers are not having any problems. This needs to be corrected. The customer is my dad *** ***** and I am authorized on his account.

  Business response

  01/20/2025

  January 20th, 2025
  
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *******************************************************
  ****************
  
  Re: Complaint Number:  22816847
  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 the cellphone service has been sporadic for several years. Ms. ******* states that she was told that Hurricane ****** damaged many of the towers. Ms. ******* requests that charges on the account be adjusted.
  
  We can understand Ms. ******** frustration when not receiving the service that she expects. We apologize for any inconvenience that this may have caused.
  
  After looking up the phone number provided by Ms. ******** unfortunately, we were unable to locate an active account. If this is still needing to be reviewed, please send a new request with the active phone number for the account.
  
  
  Should Ms. ******* have additional questions, she may contact our *************************** at *************.
  
  
  Sincerely,
  
  
  Customer Service Support Team
  U.S. **********************
  
  

  Customer response

  01/26/2025

   
  Complaint: 22816847
  
  I am rejecting this response because: I put in the complaint that it concerned my parents account not my own. That number is ************ *** *****. If a call is made it needs to be made to my number due to their age and hearing issues. I DID NOT SAY IT HAD BEEN A PROBLEM FOR SEVERAL YEARS! The service was very good before ******. It is now atrocious, at time dropping a call after 2 minutes and then unable to call back. 

  Nothing is being done to improve this issue and they are still paying >$95.00 per month for 2 lines that are worthless more than 75% of the time. My sister is also having that issue as well as neighbors and acquaintances all over ****** and ******** counties. 
  This is unacceptable business conduct. The issue should be fixed or the charge suspended until it is.

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

  Business response

  01/27/2025

  January 27, 2025
  
  Better Business Bureau of *******
  Attention: BBB Customer Relations Advocate
  *********************************************************************************************
  
  Re: Complaint Number:  22816847
  
  Customer's Name:  ***** Barnett  
  UScellular Account Number:   *********
  
  Good afternoon,
  Thank you for contacting UScellularregarding the above account. Ms. ******** rebuttal complaint states she advised us she was speaking for her father, *** ****** account. However, she did not originally provide any information on Mr. ****** account for us to locate it.The only information provided in her original complaint was for her name, cellular number, and address. Which is the account information we responded to.
  
  However, as she has provided additional information, I am happy to review the account with ********************** phone number ************. In review of the account with this phone number listed, it reflects the Account Owner as ***** *******, not *** *****. The first communication we show regarding service issues from Ms. ******* is on December 5, 2024. At this time, she spoke to our ***************************** We advised that our systems showed a slight improvement in services since September. We also advised customer that the device in question was in need of a software update.We recommended Ms. ******* take the device to a store and have the *** card replaced. The account does not reflect that was done. On December 10, 2024, Ms.******* spoke to our **************************** again, at which time she was escalated to our ******************************** As the account was already on a promotional unlimited plan of $29.99 for each line, we were unable to provide any additional discounts, etc.
  
  Device usage reflects more as a standard for this accounts normal usage for 2024.
  Average voice usage over prior 3.5 months 732 minutes and Data usage 5.50 GB for line ending 5004.
  Voice usage has been minimal for the recent 1.5 months but for Sept and Oct average voice 41 mins and data 3.7 GB for line ending 6812.
  
  There have been no communications on this account from Ms. ******* nor Mr. ***** since December 10, 2024. The previous request for an adjustment in the amount of $290.00 us unable to be addressed at this time. The request for this amount is unclear as to what exactly it is based on. Ms. ******* may want to address the previous suggestions regarding replacing the *** cards and device software updates. Once this has been resolved, and if the issue persists, we suggest if issues remain the customer call **************** from a device other than the one experiencing the issue at the time for additional troubleshooting.
  
  If Ms. ******* has any further concerns, she can call our **************** 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,
  
  ****** *. UScellular **************** Support Team  **************

*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. ↩