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US Cellular

Additional Locations

Phone: (888) 944-9400 Fax: (608) 282-1575 View Additional Phone Numbers 8410 W Bryn Mawr Ave Ste 700, Chicago, IL 60631 View Additional Email Addresses http://www.uscellular.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that US Cellular meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for US Cellular include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 2936 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

2936 complaints closed with BBB in last 3 years | 502 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 220
Billing/Collection Issues 94
Delivery Issues 74
Guarantee/Warranty Issues 14
Problems with Product/Service 860
Total Closed Complaints 2936

Customer Reviews Summary Read customer reviews

28 Customer Reviews on US Cellular
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 25
Total Customer Reviews 28

Additional Information

BBB file opened: December 14, 1993 Business started: 01/01/1983 Business started locally: 01/01/1983 Business incorporated 07/26/1985 in DE
Type of Entity

Corporation

Business Management
Mr. Joseph Bright Ms. Nancy Fratzke, Vice President Customer Service Ms. Paula Keith, Executive Assistant To: Kathy Hust, VP - Mid-Cent Mr. Kenneth Meyers, President & CEO Ms. Leala Rice, Manager Customer Resolutions Support
Contact Information
Principal: Mr. Joseph Bright
Customer Contact: Ms. Leala Rice, Manager Customer Resolutions Support
Business Category

Cellular Telephone Service & Supplies Telephone Service - Long Distance Cell Phone & Tablet Equipment, Supplies & Repair Telephone Equipment & Systems Service & Repair Wireless Telecommunications Carriers (except Satellite) (NAICS: 517210)

Alternate Business Names
United States Cellular Corp. US Cellular Corporation

Customer Review Rating plus BBB Rating Summary

US Cellular has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 110 E Wing St

    Arlington Heights, IL 60004

  • 1156 Fox Valley Center
    Fox Valley Mall

    Aurora, IL 60504

  • 122 Hawthorn Center
    Hawthorn Center Mall

    Vernon Hills, IL 60061

  • 1507 Rand Road

    Des Plaines, IL 60016

  • 16925 S Torrence Ave

    Lansing, IL 60438

  • 1876 S West Ave

    Freeport, IL 61032

  • THIS LOCATION IS NOT BBB ACCREDITED

    220 N. Meridian St.
    Room 1390

    Indianapolis, IN 46204

  • 233 N Michigan Ave

    Chicago, IL 60601

  • 245 W Crossroads Pkwy

    Bolingbrook, IL 60440

  • 288 Orland Square
    Orland Square Mall

    Orland Park, IL 60462

  • 3057 W. 159th Street Ste a

    Markham, IL 60428

  • 3244 Sycamore Rd.

    Dekalb, IL 60115

  • 3319 N Milwaukee Ave

    Chicago, IL 60641

  • 3635 N Halsted St

    Chicago, IL 60613

  • 7200 Harrison Ave
    Cherry Vale Mall

    Rockford, IL 61112

  • 800 W Washington Blvd

    Chicago, IL 60607

  • 821 Chicago Ridge Mall

    Chicago Ridge, IL 60415

  • 8410 W Bryn Mawr Ave Ste 700

    Chicago, IL 60631 (630) 226-7004 (630) 226-7111

  • 881 S. Perryville Road

    Rockford, IL 61108

  • 9525 W. Bryn Mawr

    Des Plaines, IL 60018

  • Dept. 603470
    Dept. 0005

    Palatine, IL 60055 (630) 226-7233 (888) 944-9400

  • Executive Resolutions
    1515 Woodfield Rd.

    Schaumburg, IL 60173

  • Market 603930
    Dept.0005

    Palatine, IL 60055

  • P.O. Box 0203

    Palatine, IL 60078

  • P.O. Box 94250

    Palatine, IL 60094

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/24/2016 Problems with Product/Service
5/24/2016 Billing/Collection Issues | Complaint Details Unavailable
5/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: US Cellular (**** S. *******, Tulsa, OK) failed to tell me that not all ****** features work with their network. I am a long-time ****** user who switched from *** to US Cellular 6 weeks ago; however, I later found out voice and data do not work simultaneously on US Cellular ******* like they do on ***. This became a BIG issue when I had 200 students on a bus on the shoulder of a highway during a medical emergency! I had a frightened/sick child with me and a worried mother on the phone but had to hang up in order to use my data/maps to find the nearest medical facility. I am a public school teacher who frequently travels with students and I simply MUST be able to access my maps & data while using text or voice calls. None of this was disclosed to me nor can I get confirmation of this anywhere on US Cellular's website; however, several customer services representatives have confirmed this. (*****, ****** & ***** as well as another person I was speaking with today when the call dropped). US Cellular phone rep (*****) today stated that ***** was making US Cellular phones differently so they could be produced cheaper than the ones *** has - even though they charge the same amount. Also, I have spoken to several US Cellular representatives trying to understand my bill. The issue is that not one of them gives me the same amount of my monthly service. What was quoted in the store was $216.97 inc. taxes. Each time I've called US Cellular's customer service department, I'm quoted amounts that vary from $186.98 to $240 + taxes.

Desired Settlement: A: receipt of my promised reimbursement of $1223.28 immediately so I can stop US Cellular service and switch back to ***. I have filed the paperwork but now have to wait 8-10 weeks for this to process. OR B: $2320.00 = purchase price of the two ****** 6S Plus ($749 each), one ******* ****** *** ($672) and ETF for ******* tablet ($150). We did not want the table but salesperson stated it was only $10/mo. Again, was not told and did not know it was on a contract so there is an Early Termination Fee for this device.

Business Response:

May 16th 2016

Better Business Bureau of Chicago

***ention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ******* *****

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of your complaint regarding her device capabilities.

Ms. ***** states that U.S. Cellular failed to advise her that not all ******* are compatible with the U.S. Cellular network. Ms. ***** states that she switched to U.S. Cellular six weeks ago and after which she discovered that ******* do not function for voice and data simultaneously on U.S. Cellular network as opposed to **** network. Ms. ***** states that there was an emergency with her work and as she was not able to access data while on a call, she had to hang up to access her data. Ms. ***** states that she must be able to use her data and voice and text simultaneously. Ms. ***** states that she spoke with many U.S. Cellular associates regarding this m***er. Ms. ***** states that one associate shared with her that ***** manufactures their ******* for U.S. Cellular modified so that simultaneous voice and data is not a functionality so that they phones are cheaper, but are marketed at the same price. Ms. ***** states that each U. S. Cellular associate she speaks with regarding her plan, all provide her with different price plan quotes. Ms. ***** states she was quoted $216.97 plus tax, in store. However when she calls in, the quote is anywhere from $186.98 plus tax and to $240.00 plus tax.

Ms. *****s’ desired resolution is to immediately receive her promised reimbursement of ($1223.28), so that she may leave U.S. Cellular and go back to her previous wireless provider. Ms. ***** states that she has filed her paperwork but now has to wait 8-10 weeks for processing. Ms. ***** states her other option is to cancel her account and requests the Retail Installment Contracts (RIC’s) on the phones and the Early Termination Fee (ETF) on the Tablet waived; which she states she was not advised it came with a contract.

Customer satisfaction is and has always been our company’s primary goal. I would like to extend a heartfelt apology for any frustration Ms. ***** may have experienced regarding the ****** functionality as well as her price plan quotes. It is never our intent to make things more difficult for our customers but rather quite the contrary. While we take great measure to make sure our customers are well informed, we are human. It was my pleasure to review her account to address this m***er.

I see Ms. ***** began her U.S. Cellular service on April 2nd 2016. Ms. ***** began her service with three phones (two ******* and one *******) and a Tablet. Ms. ***** selected our 10GB Shared Connect plan for $70.00 per month along with a 30% monthly discount ($21.00) which puts her plan at $49.00 per month. She has three Smartphones with the standard Smartphone connection charge at $40.00 per month per line. All three of her Smartphones have the additional Device Protection+ feature for $8.99 per month. Her two ******* lines (-**** and -****) have Retail Installments for $31.00 per month per line. Her ******* line (-****) also has Retail Installments of $28.00 per month. Her Tablet line (-****) has the standard Tablet connection charge at $10.00 per month. This all puts the total cost of her monthly plan at $220.97 plus normal taxes and fees.  I see our Customer Service advised Ms. ***** of this information when we spoke to her on May 12th 2016.

I have partnered with our Rebate vendor site for the following status of Ms. *****s Rebates:

Smartphone Line -****, ($200.00) Switcher Promo Rebate approved, ($135.28) Contract Payoff Promo processing.

Smartphone Line -****, ($200.00) Switcher Promo Rebate processing, ($487.47) Contract Payoff Promo Rebate approved.

Smartphone Line -7182, ($200.00) Switcher Promo Rebate approved, ($599.99) Contract Payoff Promo Rebate approved.

We have reviewed Ms. *****s’ complaint. While we are extremely sympathetic to her situation, as her Rebates are approved or still processing with no way to expedite this process, there is no credit due. We thank Ms. ***** for her business with us.

Should Ms. ***** have additional questions, she may contact our Customer Service Department at (************.

Sincerely,

***** T.

Customer Resolution Support

U.S. Cellular®

Consumer Response:


Complaint: ********

I am rejecting this response because: US Cellular withheld information about phone compatibility with their network.  Neither of the three phones we purchased have full functionality on the US Cellular network - we purchased same brand of phones we had on ***.  THIS IS A SAFETY ISSUE due to my frequent supervision of traveling public school students. 

Further, we continue to have dropped calls, slow texts which sometimes don't send at all, voicemail that comes in an hour after call is made, calls that don't connect - all within city limits of Tulsa, OK.

1.   Request immediate release from further payment obligation on 3 phones (2- ****** 6S Plus, ******* ****** S-7)

2.   Allow us to return all three phones and tablet to US Cellular without further obligation upon our receipt of rebate which is currently in process (required waiting period)

Sincerely,

******* *****

Business Response:

May 23rd 2016

Better Business Bureau of Chicago

***ention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ******* *****

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of her Rebuttal requesting to cancel her three phone lines without penalty.

Ms. ***** states that U.S. Cellular withheld information regarding the feature of the phone and its’ inability to utilize both voice and data simultaneously. Ms. ***** states that this is a “safety” issue for her as she needs to utilize this feature for her work. Ms. ***** also states that she continuously gets dropped calls, delayed text messaging (which sometimes don’t go through) and delayed voicemails. Ms. ***** states that sometime her calls won’t go through at all.

We have reviewed Ms. *****s’ Rebuttal. I deeply regret any device issues she may be experiencing and truly recommend that she calls in to speak with our Technical Support for troubleshooting. With that being said, we deny Ms. *****s’ request to cancel her phone lines without penalty. We offer a 15 day Subscribers Remorse guarantee that allows our customers to trial our service risk free. If for any reason said customer was unsatisfied, their Early Termination Fee/remaining Retail Installments and Device Activation fee would be waived upon receipt of the returned device(s). The customer is subject to a $35.00 Restocking fee as well as is responsible for all prorated charges for service. As Ms. ***** did not utilize this 15 day guarantee, we are unable to approve the waiving of any cancellation penalties. I genuinely apologize for any further frustration or inconvenience this m***er may cause her. I respectfully request this m***er closed.

Should Ms. ***** have any other questions, she may contact our Customer Service Department at (************.

Sincerely,

***** T.

Customer Resolution Support

U.S. Cellular®

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5/20/2016 Problems with Product/Service
5/19/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service
5/16/2016 Problems with Product/Service
5/14/2016 Problems with Product/Service
5/13/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service
5/7/2016 Problems with Product/Service
5/5/2016 Problems with Product/Service
5/4/2016 Problems with Product/Service
5/4/2016 Problems with Product/Service
5/3/2016 Problems with Product/Service
5/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I wanted to get a new phone for my wife. I asked the Wireless Agent if we upgraded her phone, do I have to switch from the plan that I have today. She said no. I asked her to contact me the following business day (a Monday) and we could work out the details. The wireless agent (***** from the ******* Iowa Store) did contact me and we visited. Again she stated I didn't have to switch plans. I told her that my wife would come over after work and get the new phone, and she did. I had given the rep a 1-time authorization for my wife to upgrade her phone, so she did. A week later I ran into an issue and broke my phone, and the plan I have been on for years covers the replacement of the phone at no charge. I drove 45 minutes to the store to get my phone replaced and spent the next two hours finding out that the Wireless Agent the week before, did indeed change my plan even though I had not authorized it and specifically said I wouldn't upgrade my wifes phone if I had to change plans. They have attempted to work with me but will not move me back to our plan, and this plan is not near as comprehensive. All I want is to go back to my old plan...period. Please advise.

Desired Settlement: I simply want to go back to my plan that I have been on for years!

Business Response:

April 25, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ******

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ******’s complaint.  In his complaint, Mr. ****** states that he was moved to a new price plan and that he wants back on his old plan. Mr. ****** also states that we will not move him back to his old plan. Mr. ******’s desired resolution in this matter is to move him back to his old plan.

I can certainly understand Mr. ******s’ frustration. We are always looking and implementing new price plans to meet the expectations of our customers whose needs are constantly evolving. For that reason, as new plans are introduced to meet those needs, retired plans are deleted. For that reason, unfortunately, we are not able to retrieve his prior plan at this point as it is no longer in our system. The most current plan that Mr. ****** now enjoys has far more benefits at even less cost. Individual line discounts for qualifying lines and 12 month upgrades are just a couple. In reviewing Mr ******’s account we see that he wanted to take advantage of our tablet promotion for just $10 per month. This enhanced promotion was not available on his prior plan. His new plan is saving $48 per month over his prior plan with the same features.

While Mr. ****** states that he did not want to change plans, he has given his wife the position of authorized user on the account. Any authorized user has the latitude to change price plans if desired which is what Mrs. ****** did in our retail location on 4/11/2016.

I realize this resolution is not what Mr. ****** is requesting. However, it is not possible to return him to his prior plan. Please know that we will do everything possible to ensure Mr. ****** that he will continue to receive the best possible plan for the least expensive price when applicable.

Should Mr. ****** have additional questions, he may contact our Customer Service Department at (*************

Sincerely,

***** H.

Customer Resolution Support

U.S. Cellular®

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

As ***** from US Cellular states in his first paragraph, I was misinformed. It was the Wireless Agent from his company who stated this. Not only did they state this initially at the Outdoor Show, but again on the Monday when we lined up for my wife to come over and get her new phone. ***** also keeps stating information regarding the tablet being a factor in ANY of this, where again he is misinformed. When my wife showed up to get the new device, we did not take the promotional offer of the tablet, so this COULD NOT have weighed into the decision to have changed our plan. I believe the Wireless Agent was trained to try and deceive my wife and to get her to get off of a retired plan due to the fact they have retired it because it is a good deal for the consumer and not for the provider.

 

And as he states in his second paragraph that I was told by the retail store that my wife was not authorized, again it's the same discrepancies that I have dealt with since making contact with MY provider. 

 

***** goes on in the third paragraph to state that I would not have been able to stay at the monthly amount of $210 per month, again I was mis-informed by his company not only once, but twice. I have been in nearly daily contact with ***** and thus far, just like he states here, they are unwilling to work with me on this. This whole thing came to light this quickly only because I happened to damage my phone the following Saturday and needed a replacement in which the best I could negotiate down to was $175.00 otherwise I would still be without a phone. I am upset because I have been paying for this coverage in the retired plan that I have been on and now they have the opportunity to stick me for more money.

 

I am not sure if ***** mentioned I did try and resolve this with him and his company. here was what I proposed:

·         US Cellular waive the phone replacement cost of my replacement phone
·         Provide insurance on the two ** phones on this account at no cost to me
·         Put us back to 15GB of internet

I am not trying to be unreasonable here nor do I have the time to sit around and argue about how badly I was mis-informed as well as deceived by US Cellular. I also told ***** if he wasn't willing to do anything, then I want to simply return the tablet, new phone that was bought, and the replacement phone and drop his company and go to another provider. I really don't want to leave, but if they won't work with me then I have no choice.

 

Please advise!


Sincerely,

***** ******

Business Response:

May 2, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ******

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ******’s additional comments regarding his requests for resolution.

In his response Mr. ****** makes several references to my rebuttal response which I will be happy to address.

Mr. ****** states in his opening paragraph that he did not want a tablet or talk about a tablet during his wife’s visit to our retail location. While he was not present during the initial plan change, he did later contact the store to see if he could take advantage of that promotion to which we accommodated his request since he was now on a plan that offered that promotion. Mr. ****** did state in his initial email to me that he did want to take advantage of this promotion even though the transaction was done by him at a later date. As I stated in the previous rebuttal, this would not have been possible on his prior plan.

Mr. ****** also states that he was informed by the retail location that his wife was not authorized on the account stating the discrepancies that were given. As stated previously, our records show that Mrs. ****** was authorized on the account dating back to 2013 which superseded any limited authorization Mr. ****** provided on April 11th.  Per our policy, users are either fully authorized or not authorized, we do not offer options for limited authorizations on consumer accounts. In addition, customers must sign a contract for the plan change to show confirmation of the customer’s acceptance which Mrs. ****** did on that date.

In his most recent response Mr. ****** has now changed his requests from his original desired resolution.

There is certainly one thing that Mr.****** and we can both agree. Neither one of us wants to see Mr. ****** move to another provider. While we cannot agree to his desired list of resolutions, I would like to offer an alternate resolution. If Mr. ****** can locate a different provider that can provide the same service, features and benefits that he is enjoying on his current plan OR prior plan for less money, and can provide written proof to the store Manager, Mr. *****, for review, we will match that plan price so that Mr. ****** can continue to have the peace of mind of having access to the best network in the industry. I do hope this will help to show that we are interested in keeping Mr. ******’s business and are willing to provide the best benefits at the least expensive price.

Should Mr. ****** have additional questions, she may contact our Customer Service Department at (*************

Sincerely,

***** H.

Customer Resolution Support

U.S. Cellular®

4/29/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service
4/26/2016 Problems with Product/Service
4/25/2016 Problems with Product/Service
4/23/2016 Problems with Product/Service
4/23/2016 Problems with Product/Service
4/23/2016 Problems with Product/Service
4/22/2016 Problems with Product/Service
4/22/2016 Problems with Product/Service
4/20/2016 Problems with Product/Service
4/20/2016 Problems with Product/Service
4/19/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service
4/16/2016 Problems with Product/Service
4/15/2016 Problems with Product/Service
4/15/2016 Problems with Product/Service
4/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Started service with US Cellular in 2015 upon moving to Western North Carolina. I was very happy with my service. We moved back to Kentucky in November 2015. I started experiencing problems with my service (unable to use any data, unable to send/receive picture messages, unable to receive calls, unable to receive voicemails) so I contacted US Cellular sometime in November - early December. At that time, I was advised that due to being outside of the home market that my data had been capped at 400 MB. The representative stated that I would need to find another cellular carrier as US Cellular would eventually contact me to notify me that I could not continue service in an area where their service isn't available. She advised me that I would not be responsible for an Early Termination Fee because they would not be able to provide me with service. I called back at the end of January 2016 to advise that I'd located a new carrier that did service our area. At this time, I was, again, advised by a member of the ********* Team that I would not be responsible for an Early Termination Fee, but that I would need to pay something for the equipment. We agreed on $100 total for *both* phones, and the representative advised that my final bill would be only around $100. My service ended on 2/13/2016 - I received a bill for $94.08. I paid $94.08 to US Cellular on 3/1/2016. Then, sometime in March, I received another bill for somewhere between $450 - $550 - all of this amount consisted of Early Termination fees. I've called to have this corrected, but a balance remains of $126.52 ($5 of which is a late fee!) - the balance consists only of the remaining Early Termination Fees. I would like the full remaining balance refunded as I was advised by US Cellular to terminate my contract. I would not have cancelled service had I known that I would've been assessed almost $500 in Early Termination Fees!

Desired Settlement: I want a full refund of the $126.52.

Business Response:

April 13th, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name:  ***** ********

U.S. Cellular Account Number: *********

Thank you for contacting us in regards to the above account.  We are in receipt of Ms. ********’s complaint, wherein she states that she moved out of our service area in November of 2015, and afterwards experienced poor service.  Ms. ******** states that she contacted U.S. Cellular regarding her poor service, and was informed of the terms of roaming service, and that she would need to find a local carrier.  Ms. ******** states that she was informed on two occasions that she would not need to pay Early Termination Fees for her lines, however she would owe $100.00 total for her equipment.

Ms. ******** states that she received a statement in the amount of $94.08, which she paid.  After this statement, Ms. ******** advises that she received a further statement requesting additional payment for Early Termination Fees.  Ms. ******** would like the remaining balance on her account, in the amount of $126.52, credited.

U.S. Cellular knows that every penny counts, so I can understand Ms. ********’s concern regarding the outstanding balance on her account.  I have reviewed her account, and I hope that she will find my information helpful.

On February 4th, 2016, Ms. ******** spoke with one of our ********* Consultants, who advised Ms. ******** that she was still under contract, and that cancelling her account would result in Early Termination Fees.  During that call, we advised Ms. ******** that we would credit half of each of the Early Termination Fees, as a courtesy to her.  The approximate cost of each of the Early Termination Fees was $233.00, and we advised that the new amount of the Early Termination Fees, after the credit, would be approximately $116.50.  Ms. ******** accepted this offer, and the credits were applied on March 1st, 2016.

U.S. Cellular has not issued a statement to Ms. ******** in the amount of $94.08.  Ms. ********’s statement, which was due on March 10th, 2016, did show a past due amount of $94.08, in addition to the two Early Termination Fee charges.  This statement generated on February 14th, 2016, which was before the credits for half of the Early Termination Fees were issued. 

The Terms and Conditions of service, to which Ms. ******** agreed when she began service with us, states that an Early Termination Fee may be charged any time a customer breaks their contract with U.S. Cellular.  The agreement to waive half of Ms. ********’s Early Termination Fees was made as a courtesy to her, and our records indicate that she accepted the offer.  The final amount due on Ms. ********’s account is $126.52, and no further credits will be issued to the account.

I sincerely appreciate the opportunity to review Ms. ********’s account, and provide information that I hope is helpful to her.  Should Ms. ******** have any additional questions, she may contact our Customer Service Department by dialing (**** ********.

Sincerely,

***** W.

Customer Resolution Support

U.S. Cellular

Consumer Response:


Complaint: ********

I am rejecting this response because I did not "accept" any offer, and stated that their offer was unacceptable, which US Cellular would be aware of if they actually reviewed the calls as requested again and again. I am also rejecting the response because I would still like a full refund in the amount of the remaining balance. 

And, yes, I did receive a statement for $94.08 - you are incorrect and have not reviewed the billing history. I am now doubtful of your abilities to do your job accurately. 

The notes on my account are in direct conflict with the multiple conversations that have taken place. 

Also worth noting: no one wants to mention or locate the call I placed to them in November/December 2015. Odd.

I would still like a full refund of the remaining balance. I still want someone at US Cellular to take ownership of this issue.

Once this complaint is closed without a refund, I will simply call US Cellular every day on my lunch break to ask for a refund. 


Sincerely,

***** ********

4/13/2016 Problems with Product/Service
4/13/2016 Problems with Product/Service
4/12/2016 Problems with Product/Service
4/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a loyal customer for over 15 years. I have never experienced the amount of problems that I have been experiencing within the last couple of years with US Cellular. First, it was the additional lines that we had placed on our plan. Both of our parents share a plan with us and they each paid an additional $10 a month. As the additional lines were not smart phones. We had a problem with calls being placed to Canada on one of the lines. We never made calls to Canada. I was in the US cellular office every month trying to figure this out and why it continued to happen. Finally, I asked for a new number and it had stopped. I asked for some follow-up with this to see if the person was caught that was utilizing our phone number. I have never received a phone call yet to see if it had continued or not with someone else that may have obtained this cell number. I wasted countless hours each month in the US Cellular office. I was eventually reimbursed for the charges accrued and the phone number was changed a we haven't had a problem since. The Adams, WI office was very nice about it. There customer service was top notch. Please congratulate them on their efforts to help me. They also couldn't believe all the time I had spent in there over those few months this had continued. Then, we had decided to update our plan with more gigs. We were told by the representative that our bill would decrease as this was a promotional opportunity going on at the same time. Well it didn't decrease with the switching of the plan. It went up. Our 4 extra lines increased to $30 a piece as well. This is not what the representative had told us when we were switching. We asked if everything else would stay the same and that we just get more data/gigs for less of a price due to the promotion. She had said yes and that our bill would be lower too. I called several times and everyone keeps telling me that the rep that changed the plan was wrong.

Desired Settlement: This is not our fault that the rep that switched our plan told us wrongfully. We pay an $80 a month just for the 4 extra lines. When it was only $40. It is now $120 for the 4 extra lines. I would like to see this go back to $10 a line like was promised to us when we changed the line. Also, it was brought to my attention while I was discussing this with a friend and they stated that they have 2 apple smart phones through US Cellular and pay a total of $80 for both phones for the same plan that we have. This sounds absurd to me that our bill is almost $250 a month now. When there is another couple with the same phones and same plan paying $80 a month. I want someone to listen to me and to not tell me that they can't do anything about this. I'm very frustrated with US Cellular and wasting my time each month calling in regards to the bill. Please advise. I have been a loyal customer for over 15 years and have never experienced this before. I'm on the verge of switching company

Business Response:

April 11, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: **** ******

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ******’s complaint which she states that she has been a long time customer for over 15 years and has never experienced as many issues as she has over the past few years. Ms. ****** states she had a problem ith calls being made to Canada from a line on her account when they never call Canada. Thankfully those issues have been resolved. Ms. ****** now states that the cost of her plan monthly is not what she was told it would be when she changed from an old Family plan to our new Shared Data plans. I certainly understand her frustration and I will be happy to assist her.

Ms. ****** was on a old Family 1000 plan until November 2, 2015 when she switched to a 6GB for $55.00. Ms. ****** then changed her plan to the Promotional plan of 6GB for $40.00. The charge for each line on the Family 1000 plan after the first two lines would be $10.00. However, the Shared Data plans bill to what devices are on each line. On the Shared Data plan smartphones are billed at $40.00 and basic phones are billed at $30.00. However, if the lines qualify they could receive a discount from these charges.

While on the $55.00 Shared Data plan some of Ms. ******’s lines were receiving discounts. The lines ending in 4121, 5702, and 1925 were receiving the correct $10.00 discount associated with the basic phones on these lines. These discounts brought the $30.00 basic phone access charge down to $20.00 for each line. With the $55.00 for 6GB, the lines above being charged $20.00 a month, line 1926 being $30 due to not meeting requirements for the discount, and the two lines **** and 1718 being smartphones and not meeting the discount requiremens were billed at a $40.00 access charge. This would bring a total before taxes to $225 a month.

Now that Ms. ****** is on the $40.00 for 6GB plan the discounts remain the same and the overall savings is $15.00 from the amount above. The billing for the account is correct as I have found no errors. However, the two smartphones on your account will meet the requirements for their discounts in just a few weeks. I have added these discounts early and this will mean the smartphones will receive a $20.00 discount each off their monthly access charge. This will bring your monthly bills before taxes or fees to $170.00 a month. Ms. ****** will see these discounts shown on her next bill due in May along with extra prorated amount of discount.

Should Ms. ****** have additional questions, he/she may contact our Customer Service Department at (************.

Sincerely,

****** A.

Customer Resolution Support

U.S. Cellular®

Consumer Response:
Complaint: ********

I am rejecting this response because: I was told that our extra lines would not change when I inquired about changing the plan. I would not have changed the plan knowing this information that I know now. I had called to discuss this and I was told that the lady was wrong and they couldn't do anything or change me back to the old plan. I don't feel I should pay $20-$30 for the 4 extra phone lines. I would like fOr them to go back to $10 as I was told would happen. 

Sincerely,

**** ******

Business Response:

April 12, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: **** ******

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ******’s rebuttal which she states she does not accept my response to her complaint. The reason Ms. ****** does not accept my response is because she was told the extra lines she added to the account would not change in cost. Ms. ******’s desired resolution is for U.S. Cellular to change these lines to the charges she states she was told.

On November 2, 2015 Ms. ****** called in regarding upgrading the data packed on the line ending in ****. At this time Ms. ****** was on a plan that had separate data packages for each line. It was at this time we spoke with Ms. ****** regarding the charges and how the Shared Data Plans work. Ms. ****** chose at this time to switch to the plan with all the details provided to her regarding the Shared Data plans. When Ms. ****** added the two lines for her parents to her account she was still on the old Family 1000 plan. This plan did charge each additional line, after the first two at $10.00 a month. However, all the devices are bill differently on the Shared Data plans.

On October 13, 2013 U.S. Cellular launched our Shared Data plans and ceased to offer our Belief Plans to customers. For this particular reason U.S. Cellular is unable to change Ms. ******’s plan back to the plan she had before she switched to our Shared Data plan.

Ms. ****** is currently receiveing the lowest cost possible and all charges on her account are currently correct. Unfortunately U.S. Cellular will not be able to provide Ms. ****** her desired resolution and will consider this matter close. Should Ms. ****** have additional questions, she may contact our Customer Service Department at (************.

Sincerely,

****** A.

Customer Resolution Support

U.S. Cellular®

4/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: First off **** to right from the start was told if we went to us celluar they would paid off our ******* acct to switch and we didn't have to take care of anything well that was a lie well in face I guess we had to file for a rebate and wait 4 months to get one to pay off ******* who wants there credit ruined waiting that long. So I call us celluar and they say fax us a copy of the bill and we will credit your account to help you pay off your ******* bill which this happened 2 months ago and I have had to call them every month to get my credit taken off. Act like I have no credit. Then my husband has a warranty with his phone and they send him the wrong phone and got the run around trying to get them to send him a new phone. Wouldn't let him speak to a supervisor. Finally got his right phone. All this has happened since Jan 2016. Too much stress have I dealt with this company. If I new they were this bad I would have never switched. All I want is to end our contract mail back all the phones and call it even. If I have had this many problems in 2 months its gonna be a long 2 years. I just want out. No one should be put through this much stress over a phone. Please Us Celluar let us out and call it even and let us move on. I had ******* for 6 years and never had any problems and in 2 short months it has been a nightmare. I don't wanna pay $1300 like they said to get out. I just want out. Should not have had to make several phone calls to a company. The only reason why we switched was to get a discount from my husbands work and they switched that to off that data package so the $6 discount is not worth the trouble or problems we have had to deal with. So over US CELLUAR just want out and to start over fresh with someone new.

Desired Settlement: I want out of the contract without paying all the fees. We are willing to mail all the phones back to so we don't have to pay them. I don't wanna be with the company no more. I just wanna call it all even and move on.

Business Response:

August 31, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                                    

Re: Complaint Number: ********

Customer’s Name: ***** *******

U.S. Cellular Account Number: *********

Tevan *******

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. *******’s complaint where she states she felt **** to from the beginning of the start of her account and with the confusion surrounding how she would receive her contract payoff rebates so she could pay your previous provider.

First, I would also like to let Ms. ******* know that we appreciate her honest feedback regarding the customer service or lack thereof that she experienced when dealing with this issue. Customer satisfaction is and has always been our company’s primary goal. I would like to extend a heartfelt apology for all the frustration she has experienced. For this I cannot apologize enough. Please know, it is never our intent to make things more difficult for our customers but rather quite the contrary.

I am truly sorry that the payoff rebate wasn’t explained to Ms. ******* and that she has had to call in for both of the credits that were app**** to the account for the full payoff amount of $240.00. I am relieved however to see that Ms. *******’s account has been credited the full amount. I also have checked the status of the actual rebate payoff on our website and see that she will be receiving 2 cards for $120.00 each. I hope that the double adjustment would cover the inconvenience of her having to follow up on this issue. Ms. ******* can check the status of her rebate card at our website or by clicking on the following link http://uscellular.rewardpromo.com/Results.aspx.

I also see that on 3/23/16 Mr. ******* spoke to our Technical Department regarding receiving the incorrect device due to a warranty exchange and the issue was sent to a supervisor. There may be times that we do not have a supervisor to take the call immediately, at those times the issue is escalated to a supervisor resulting in a follow up call with the customer. Those return calls can take up to 48 business hours. Ms. ******* called back on 3/24/16 and was then transferred to a supervisor, which negated the original request for a supervisor.

As much as I do understand the level of frustration that the *******s have experienced since they started their service with U.S. Cellular, we have made every attempt to correct those issues. We would not be able to allow the return of any devices since we are outside of the 15 day excellence guarantee period. We do not want to lose Ms. ******* as a customer, however if the service is canceled the remaining amounts owed on each phone would be valid and would not be eligible for any time of waiver.

Should Ms. ******* have any additional questions, she may contact our Customer Service Department at (************.

Sincerely,

******* C.

Customer Resolution Support

U.S. Cellular®

Tell us why here...

Consumer Response:
Complaint: ********

I am rejecting this response because: I didn't no what button to push as I do reject not helping get out of contract l, which in the next few months it will be happening as I'm talking with ******* to try and go back there where in 6 years never had one problem. So my question to you guys is if we were to go back to ******* are you willing to wait until we get the rebates from them to pay you off? And I also do believe your store we have been going to needs to be retrained on some issues. So thanks for getting my husband a new screen protector. So I guess we will have to leave it as I'm not happy and work on getting out if you will work with us when we have time to work on it more with *******. So lmk what your thoughts are and next time I will leave it alone. 

Sincerely,

***** *******

Business Response:

April 12, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** *******

U.S. Cellular Account Number: *********

Tevan *******

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipts of Ms. *******’s rebuttal stating she does not accept our response because we will not allow her out of her contracts with U.S. Cellular. I am more than happy to review the account and answer her questions.

As I stated in the two previous responses, the contracts are valid on Ms. *******’s account and we will not be able to waive those charges if she decides to cancel service. I do understand that Ms. ******* has been unhappy since starting her service with U.S. Cellular, and we would like nothing more than to be able to repair that relationship. If Ms. ******* does decide to cancel her service we would need for the final bill to be paid within 60 days or the account will be subject to placement with an outside collection agency.

I also have submitted feedback to the store that provided the misinformation regarding Ms. *******’s contract payoff, while the situation was not ideal we feel as though we have more than corrected these issues on Ms. *******’s account. Ms. *******’s concerns have been resolved and we do respectfully request that this complaint be closed.

Should Ms. ******* have additional questions, she may contact our Customer Service Department at (************.

Sincerely,

******* C.

Customer Resolution Support

U.S. Cellular®

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3/30/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went online to pay my phone bill. The phone bill was $197.11. After I submitted it for payment they had charged #399.22. I called them imidatley. They could not answer how that happened. They reversed the charge on the computer but refused to send me anything to show the reversal. My bank has a hold on this amount and will not release the hold until US Cellular provides them with a copy of the cancellation. Financial services refuses to submit anything. I asked to speak with corporate accounting and they refuse to give me the phone #. I can not find any phone number for their offices. I have been told to email my complaint. This happened once before and my bank held the transaction for 15 days and US Cellular still refused to submit anything. They said that the website is not always reliable to pay your bill.

Desired Settlement: Release the Hold or work with my bank to release. Fix your website to correctly charge the proper transaction.

Business Response:

March 29, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ******* P. *******

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. *******’s complaint stating that he made a payment online and he requested it for $197.11 but once it went through he was charged $399.22. He contacted us and we reversed the charges on the computer but his bank currently has a hold on the money and they will not release the funds back to the account unless we submit something to the bank or he wait until they release it back. He is requesting that we provide him with something showing that the funds have been returned to him or provide the information to his bank showing that it has been released.

I can certainly understand how frustrating this situation must be for Mr. *******. I know that in this day in time that every penny counts. I also understand how inconvenient it can be when additional funds are taken when it wasn’t budgeted. I will be more than happy to review the account and provide additional details on the account.

Upon review of the account our documents show a payment was made on 03/26/2016 in the amount of $399.22. Mr. ******* called us and requested that the credit balance be refunded back to him. Our Financial Services Department backed out the payment and Mr. ******* didn’t want to make another payment over the phone he stated he would go into the store. He later called back and spoke with a supervisor and he was upset because he needed a copy of the voided payment. But before any options were given the call was disconnected.

When a payment is made online on the main page it will show the current balance due at the time. But if you select make a payment it will take you to the payment screen where it will automatically populate the balance that shows on the bill; however, it gives the option to change the amount to pay. In Mr. *******’s case the bill printed out showing a total balance of $399.22 for the bill date of 03/06/2016. The bill showed that amount because we received his last payment the same day that the 03/06/2016 billing was generating. Therefore, we didn’t catch his payment in time to report it on the bill. Had that happened a double payment wouldn’t have been taken. What I would recommend is if he decides to make a payment online again that he make sure the amount to pay box is the not the amount posted on the bill but the current amount due. It gives him the option to change the information online. There are also other options of making the payment on the account. He can go into the local store to make the payment or call our Customer Service Department or through the automated system and make a payment at no cost.

We have reviewed Mr. *******’s complaint and there are a few options. He can log into his online account and go to bills and payments, payment history and print off the detail showing the payment was taken and showing that the payment was returned. He can go into the local store and have us print off the payment detail showing the payment was made and reversed. Or I can provide a letter with the U.S. Cellular® letter head attached and mail a copy to him to provide to the bank or if he can provide a fax number and who to address it to I will be happy to get a letter sent over to the bank for him.  As of right now there is still currently a balance of $197.11 that is due on 03/31/2016.

Should Mr. ******* have additional questions, he/he may contact our Customer Service Department at ###-###-####.

Sincerely,

******** C.

Customer Resolution Support

U.S. Cellular®

Consumer Response:


Complaint: ********

I am rejecting this response because: These options were not given and the ********* service refused anything to be faxed to the bank as requested.  I explained what I needed and was told they do not communicate with the Bank.  All I asked for and was refused is a letter faxed to the bank stating that the Transaction was cancelled.  ****** Refused to do so.  " We do not talk to the Bank"  They need to fix the problem with the website.  The total balance all the way through specifically said 197.11 I verified this all the way through, since it had happened once before.  If there system has a flaw that defaults to another previous balance they need to correct it.  I submitted 197.11 and 399.22 was charged.  If they are the ones processing the debit cards they need to follow through not on with their system but the processing company that they use to make sure that the hold is released.  My bank finally called someone and spent 20 minutes just trying to get confirmation that the payment was reversed a simple yes or no.  Finally they said it was reversed and it was not being processed. 

 

Simple resoloution would be to correct there online bill pay or submit suffiecent documentation to the customer to correct Debit Card hold when there is an error.

 


Sincerely,

******* O'leary

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3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had US Cellular for many years as a valued customer that was very rarely late if ever. Our bill was constantly fluctuating and it was always a battle with keeping our bill the same. As well as when we cancelled our services with them they claim they sent a copy of our final bill with all of our lines of service itemized, we however never received this paper. All we received was a "final bill" with only one number listed out of 3. When we called to get a copy with the lines listed they said that, "It can't be done." Leaving me with only the choice to drive an hour away to get a paper statement with the info needed. Afterwards we found out on our own accord we could go online and print it off ourselves. The lack of customer service on their part throughout the many years of service we provided was absolutely un acceptable. This situation almost required us to drive an hour away on our own money and all because they did not want to disclose the information we needed.

Desired Settlement: Given the many thousands of dollars we spent with this company and the lack of their customer service department to even try to keep us or make us happy we want to have at least one of the phones on our previous account unlocked and paid off for the amount of trouble and hassle we had to go through as recompense for our troubles. We also want to let other future customers know of the lack of consideration from this company.

Business Response:

March 7, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

Re: Complaint Number: ********

Customer’s Name: ******** *****

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account.

I am sincerely sorry for all the inconvenience Ms. ***** has experienced when trying to cancel his account.  Customer satisfaction has always been our company’s primary goal, and we appreciate the feedback that Ms. ***** has provided regarding her experience with U.S. Cellular®.  I will be more than happy to research the account and provide assistance.

Ms. ***** stated she has been a U.S. Cellular for many years, was very rarely late, her bills were constantly fluctuating and it was always a battle with keeping her bills the same.  Ms. ***** goes on to say when she cancelled her service she never received a final bill with all of her lines of service itemized; only one line was listed.  When Ms. ***** called to get a copy of her bill with all lines she was advised it cannot be done. This misinformation almost caused Ms. ***** to drive an hour away to have a paper statement printed out when she could go online and print the bill information herself.  Ms. ***** feels it was a lack of customer service not only on this experience however; throughout the many years of service we her provided. Ms. ***** feels this is absolutely unacceptable and her desired settlement is to unlocked her device and have her bill paid off for her troubles and hassle.

Please allow me to say how much I truly respect the honest feedback Ms. ***** has shared with us. I want her to know that her voice is being heard! Customer satisfaction is and has always been our company’s primary goal. We, here at U.S. Cellular® take great pride in providing, not just “Good” customer service, but “World Class” customer service! It deeply saddens me to hear of anyone who feels they have received anything less. I would like to extend a heartfelt apology for all the frustration Ms. ***** experienced regarding this matter and would like her to know we truly appreciate Ms. *****’s loyalty with us since 2012.

After reviewing Ms. *****’s billing statements, I noticed Ms. ***** carried a past due balance since July 10, 2015.  With a past due balance this means the balance will fluctuate each billing statement and consistently show the balance from the month previous.  I show on October 10, 2015, Ms. *****’s account was suspended for nonpayment which resulted in all the lines being disconnected. On October 11th a payment of $285.00 was received and the account was restored. When Ms. *****’s account restored there was a $25.00 restoral fees, per line. With that being said, Ms. *****’s billing cycle ended on the 9th of each and restarted on the 10th.  In this situation, Ms. *****’s October billing statement posted for a balance of $41.56 which was for $28.00 for a Retail Installments only, on line -****, plus a past due fee of $5.00 and taxes. As you can see this was not a full bill, due to being suspended on the first few days of the billing cycle.  Once the November bill printed, she was billed for service from her past bill, October 10th through November 9th and current bill, November 10th through December 9th.  On November 19th we spoke to Ms. ***** and waived the reconnect fees for a total of $75.00 as a courtesy.

I confirm on December 21st, Ms. ***** canceled her line ending in -0702 by taking her number to another provider. On December 29th, line -**** also completed the same action.  This left line -0273 as the only number active on the account. As we mentioned previously her cycle ends on the 9th of each month and restarts on the 10th and the account had one remaining line, no the final bill never printed, due to having an active line. On January 11th, 2016 the account suspended nonpayment and on January 25th the account officially canceled for nonpayment.

As of February 10th, the final bill printed now that the full account was canceled. After reviewing the account in full detail, the last payment made to the account was on October 11th for 285.00 and November 19th for $41.56.  As you can see, a payment was never received to cover service used, nor was the Retail Installments paid in full.  Once the Account is paid then the device the Ms. ***** wishes to unlock can be processed.  In the meantime, I would highly recommend Ms. ***** reaching out to our Financial Service Department to avoid being sent to a collection agency.

Although my research did not produce the outcome Ms. ***** had hoped for, I would like to take this opportunity to thank Ms. ***** for her years of service with U.S. Cellular® and I appreciate the opportunity to address her concerns. Should Ms. ***** have additional questions, they may contact our Customer Service Department at (*************

Sincerely,

******* K.

Customer Resolution Support

U.S. Cellular®

Consumer Response:
Complaint: ********

I am rejecting this response because: You are still not addressing the customer service issues I have fought and fought with on a monthly basis. Your rates fluctuate and the level of customer service I received upon attempting to cancel my account and then to receive the final bill was absolutely far below what I would expect from a company that claims the prize customer satisfaction.

Sincerely,

******** *****

Business Response:

March 16, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ******** *****

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. Ms. ***** states we are still not addressing the customer service issues as she had to fight and fight on a monthly basis because the rates would fluctuate.  She goes on to say the level of customer service she received upon attempting to cancel her account was far below what she had expected and then to receive the final bill was absolutely unacceptable.

Please allow me to say how much I truly respect the honest feedback Ms. ***** shared with us. Allow me to apologize for any inconvenience Ms. ***** experienced with our Customer Service Department throughout her time with us as well as attempting to cancel service. I want her to know that her voice is being heard! Customer satisfaction is and has always been our company’s primary goal. We, here at U.S. Cellular® take great pride in providing, not just “Good” customer service, but “World Class” customer service! It deeply saddens me to hear of anyone who feels they have received anything less. I would like to extend a heartfelt apology for all the frustration Ms. ***** experienced regarding this matter. In response to Ms. *****’s concerns, I will be delighted to review her account to provide additional information she may find helpful. 

As I mentioned in the previous communications, Ms. ***** had been past due on her payments since July of 2015.  On October 10, 2015 Ms. ***** called in and wanted to canceled service due to her account was suspended for non-payment.  At that time we advised her of the Retail Installment fees remaining along with the contract termination fees.  Ms. ***** spoke to our Solutions Consultant Department and asked if she could return her phones to void any fees and we advised it would not be possible as the 15 day excellence guarantee had passed and she would be responsible for the fees involved with canceling. On that same day, we offered to change her to our 3 gigabyte Shared Data plan to save Ms. ***** money, in which she declined. We also offered Ms. ***** to pay $285.00 and we would waive $40.61 as a courtesy to keep her business.

On October 11, 2015, Ms. ***** visited the local store and paid her part of $285.00 and the $40.61 was waived.  At this time, she changed from the 10 gigabyte plan for $90.00 to the promotional 10 gigabyte plan for $70.00.  During the time Ms. *****’s account was suspended her billing statement was in the middle of processing.  Ms. *****’s billing cycle date ended on the 9th and reset on the 10th.  Due to Ms. *****’s account being suspended on October 10th her October billing statement posted with a small balance of $41.56, due November 3rd with no payment received.

On November 10th Ms. *****’s bill posted with service from October 11th through November 9th and current changes from November 10th through December 9th.  As you can see this bill was higher due to the previous bill not being billed out correctly. On November 19th Ms. ***** contacted our Customer Service Department dissatisfied with the charges. After explaining the charges and fees were correct, we offered to waive the reconnect fees of $25.00 each. At the time, Ms. ***** had three lines that suspended, therefore; had a total of $75.00 in fees. We offered in good faith to waive the $75.00 plus taxes to keep her service with us. Ms. ***** declined the offer.

Later on November 19th, Ms. ***** reached back out to our Social Media Team and was offered the same credit and she agreed to the credit of $85.92 and it was applied to her account.

On February 7th Ms. ***** called our Customer Service Department and wanted to know how much she owed for each line to cancel. We advised line -0702 was billed $168.38 and line -**** for $182.02 as what was displayed on the January 10th billing statement.  In regards fro line -0273 this line suspended for nonpayment and ceased for nonpayment on January 25th.  During this interaction Ms. ***** changed her billing address and a bill was reset.  Ms. ***** also requested her ******* ****** S5 be unlocked and we advised to visit the local store.

On March 5, 2016, Ms. ***** spoke to our Financial Department and declined a payment and is now in jeopardy of being sent to a collection agency. Ms. ***** also requested a bill reprint and we advised she would need to visit the local store due to her account was canceled and her address changed. At this time, Ms. ***** is well aware of the charges owned on her account along with the Termination fees and Retail Installment charges.

We have reviewed Ms. ***** complaint and although we are extremely saddened that Ms. ***** feels she received anything less than superior Customer Service the charges owned on her account are correct and do not require any form of credit.

In closing, should Ms. ***** have additional questions, she may contact our Customer Service Department at (*************

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Additional Notes

Complaint: formerly with * ******, then moved to Humboldt County, CA where there's no * *** store within 3 hours. I broke my phone and needed to resolve. Only thing around was US Cellular. Recently there have been commercials saying get a $300 rebate when switching over. Sounded good, so I signed up. Being on a fixed income, retired, trying to keep costs down for monthly bills. Used credit card to pay for phone and elected to opt out of the monthly insurance coverage. Store mgr tried 3 times to get my rebate, to no avail. Turns out I was supposed to carry that insurance plus finance the phone to be eligible for the rebate. No one told me that, but signed me up anyway. Then later the mgr said oh sorry, he was disappointed no one told me the rules. So meanwhile I owed money to * *** for that old phone, just over what the rebate was going to be, $312. It sounded nice in theory that the rebate would pay for that, but it didn't happen, I managed to raise the money from my disability to pay for it. I posted my opinion on social media. Someone from the company responded to my post on Twitter within hours and tried to buy me off for $75, saying since I didn't follow the rules, it was the best they could do. I think that misleading and false advertising should be removed from tv and the company should live up to their claim, but it seems unlikely. Also, they say the service coverage works "anywhere", but it's not true. I'm very unhappy with this company and sorry I left * ******, which has always been an excellent phone service provider, although lacking in store locations

Desired Settlement: give me my $300 rebate as advertised

Business Response:

March 8, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ******

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am sincerely sorry for all the inconvenience Ms. ****** has experienced when trying to receive her Mail in Rebate.  Customer satisfaction has always been our company’s primary goal, and we appreciate the feedback that Ms. ****** has provided regarding her experience with U.S. Cellular®.  I will be more than happy to research the account and provide assistance.

In Ms. ******’s complaint she stated she was formerly with * ***ile, then moved to Humboldt County, CA where there's no * ***ile store within three hours. She broke her phone and needed it resolved and she chose to activate service with U.S. Cellular. She goes on to say; recently there has been commercials saying, get a $300 rebate when switching over. This sounded good to Ms. ******, so she signed up although she was on a fixed income, retired and trying to keep costs down for monthly bills. Ms. ****** stated she used a credit card to pay for the phone and elected to opt out of the monthly Device Protection coverage. Ms. ****** returned to the store where the manager tried three times to get the rebate approved for Ms. ******, to no avail. Ms. ****** realizes she was supposed to carry the Device Protection, plus finance the phone to be eligible for the rebate. She feels no one told her this information when signing up for service. Ms. ****** posted her opinion on social media and within hours she was offered a $75.00 credit for the inconvenience.  Ms. ****** feels this is misleading and false advertising and needs to be removed from T.V. and U.S. Cellular should live up to the offer. Also, she goes on to say the quote where service coverage works "anywhere", is not true. Ms. ****** is very unhappy with this U.S. Cellular and wants her desired settlement of $300.00 as advertised.

We have reviewed Ms. ******’s complaint and first allow me to thank Ms. ****** for joining our U.S. Cellular family. I understand the frustration and disappointment Ms. ****** is feeling not receiving her rebate. After reviewing Ms. ******’s account, I confirm she started service on December 4, 2015.  Our main switcher offer for the time frame she started would qualify her to receive up $400 per line. She would first receive a $150 closed loop promotional card at the point of sale and either a $200 or $250 closed loop promotional card sent directly to the customer after validation. In order to receive the full rebate Ms. ****** would have had to complete the following:

  • New line activation

  • ********** Turn-in (In good, working condition)

  • Number port in (Exception: out of market numbers that cannot be ported)

  • ********** activation

  • Shared Connect

  • Retail Installment 

  • Device Protection +

Ms. ****** completed four out of the seven listed above.  The three missing above are the ********** Turn-in (In good, working condition), Retail Installment and Device Protection+.

As Ms. ****** mentioned she was offered a $75.00 credit and declined. I show on March 4, 2016 we received an email from Ms. ****** regarding this situation and on March 8, 2016 we replayed to her advising we would honor her request or the remaining $250.00. With that being said, once the Rebate is approved it will take 8 to 12 weeks for the reprocessing of the card and shipping. 

We greatly apologize for the frustration and disappointment Ms. ****** has endured during the past communications. I hope this kind gesture shows Ms. ****** that we truly appreciate her choosing U.S. Cellular for her wireless needs and we hope to serve her for many years to come.

In conclusion, we would also like the opportunity to address Ms. ****** concerns with her coverage as she mentioned our ad, service coverage works "anywhere".  Ms. ****** stated this was an issue and we would ask her to contract our Customer Service Department to troubleshoot the issue further. Should Ms. ****** have additional questions, she may contact our Customer Service Department at (*************

Sincerely,

******* K.

Customer Resolution Support

U.S. Cellular®

3/15/2016 Problems with Product/Service
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3/1/2016 Problems with Product/Service
2/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: August 1, 2015 I canged from **** to US Cellular because of a advertisement on television. It offered to pay off your cell service up to $400.00 per line to switch to US Cellular. All the documentation was given to US Cellular and their representativesl submitted to there company. I paid my final bill to **** OF over $ 650.00 am still waiting for refund. I have returned to the US Cellular store at least 10 times and they are telling me to wait 6 more weeks each time. How many people are they doing this to for who knows how many millions of dollars.

Desired Settlement: Live up to their add and pay me what they owe me.

Business Response:

February 15, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: # ********

Customer’s Name: ******* ********

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ********’s complaint where Mr. ******** is stating he has not received the Contract Buyout rebate cards he qualified for.

I understand Mr. ********’s concern over the delay he has experienced. I will be happy to review the account to see how I can help.

This particular promotion in question required the customer to enter a submission for each line and provide the Rebate Center with a copy of the bill from their previous carrier showing the exact Early Termination Fee for each line. The entries were dated December 11, 2015, for line 2792, January 12, 2016, for line 1211 and January 28, 2016, for line 1224.  In review of Mr. ********’s account I see: on December 10, 2015, Mr. ******** was in our retail store and the account is noted that the customer did not have the correct copy of his bill required to complete the rebates. I cannot say if the delay was due to the store not communicating the requirements to the customer, if the store did not follow through correctly, or if the requirements needed with the customer’s bill were not received by the Rebate Center.

On January 12, 2016, Mr. ******** called our Customer Service Department requesting information on the rebates, and at this time he was given the information to contact the Rebate Center. On January 28, 2016, we responded to an e-mail we received with a request as to the status of the rebate cards. We reached out to the Rebate Center and confirmed approval for three of the 4 lines in question. Requirements to be eligible for the contract payoff promotion, the number needs to be ported (which the lines were), a new phone with U.S. Cellular needs to be purchased on a Retail Installment, and Device Protection Plus needs to be added to the line. A submission for each line must be made through the Rebate Center, and a bill must be provided.  Three of the lines did meet all of the qualifications for the promotion.  The rebate card of $94.00 for line 2792 was processed on December 11th and the card in the amount of $172.00 for line 1211 was processed on January 12th.  The line ending in -1224 was escalated at the time of our response to Mr. ********’s email and the card for $172.00 was in process.  The line ending in 2696 did not meet the requirements as it is not on a retail installment plan and there is no device protection on the device.  The normal process, as advertised, request the customer allow 12 to 14 weeks to receive their rebate upon receipt of the verification of requirements.

I would like Mr. ******** to know how sorry we are for this delay. It is very important he know the store was not lying when they explained an error had occurred. A part of this promotion required confirmation of the requirements be met, and unfortunately we were unaware for some time that the submissions had not been processed. It did take some time for us to know there was an issue and we have worked diligently to correct and prevent future issues. Once we were aware there was a problem with Mr. ********’s Contract Buyout reimbursement, we escalated the issue to the Rebate Center which takes an additional 4 to 8 weeks.  I have been in contact with our Pricing and Promotions Department and the Rebate Center to verify these 3 rebate cards have been expedited and Mr. ******** should receive them within the next 7 to 10 days.

Again, our sincere apologies for the confusion and delay Mr. ******** has experienced around this promotion. Should Mr. ******** have additional questions, he may contact our Customer Service Department at (888)944-9400.

Sincerely,

Janice R.

Customer Resolution Support

U.S. Cellular®

2/26/2016 Problems with Product/Service
2/25/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They informed us if we moved from ******* to them they would pay off our early term and what we owed through *******. We did this so we could get the no contract deal. The guy was well informed that we wanted no contract and that was why we moved. We said it multiple times. How it works is...we pay all the fees and they reimburse us on a credit card. So we do the deal and pay everything and as we are leaving the guy says to bring in the bill and then it will take 12 weeks to get the card. We get the bill from ******* and they tell us at US Cellular that the info they need isn't on the bill so they will not cover what we owed. Being as pissed as we were, we said the hell with that crap and went back to *******. Screw liar companies. Now, 2 months later I get a bill from US Cellular for $760. I was under no contract and bought no phones or equipment from them. I call up and they tell me the man signed us up for contracts and since we signed those contracts we were responsible for the cancellation. They won't even try to work anything out and are having me talk with the store. They have no management that will talk with me at home office about it and essentially told me I signed the contract and no matter what he told me I was going to have to pay. What kind of company isn't even willing to work with someone or come up with some sort of compromise? Worst customer service ever.

Desired Settlement: I would like the company to remove the early termination fees from my bill. I am willing to pay what I owe for the last month of service which I believe is a bit over $100, but do not think it is fair to pay for something I did not want or request. I was clear in the order of a no contract plan and should not have to pay because I was swindled by a shady sales person.

Business Response:

February 19, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ********

U.S. Cellular Account Number: *********

Account owner: ******* ********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. ********’s complaint in which he states that the account owner began service with us after coming from ******* with the expectation that they would have a no contract plan and U.S. Cellular would pay the early termination fees incurred from ******* as a result of leaving them. He is requesting that we compromise with the early termination fees that he has since incurred from U.S. Cellular in the amount of $657.08 plus taxes.

We certainly want to apologize for the frustration that the account owner or Mr. ******** has had to deal with so far in this matter. We also want to apologize for any confusion that may have been a result of the retail interaction that took place between Mr. ********, the account owner and our retail associate.

I have reviewed the account and will gladly provide the following information.  Mr. ******** states that the account owner was advised that we could not pay the early termination fees from ******* as the documentation provided did not contain the correct information for the fees charged. This situation is not uncommon and is resolved by the account owner contacting the previous provider and requesting the exact documentation needed. Mr. ********, by his own admission, became very agitated at this news and he and the account owner chose to return to ******* at that time for cellular service. There is no documentation on the account in which Mr. ******** or the account owner tried to reach us for further resolution. We would have gladly honored our commitment to pay any fees incurred to Mr. ******** from ******* once the proper documentation could have been provided.

The account owner contacted us on November 2nd and was advised that if they were to cancel service with us she would incur early termination fees. She then chose to move service to ******* that same day.

I regret that Mr. ******** or the account owner had a negative experience in our store when they began service with us. The account owner did leave our premises on September 18th with a signed contract in hand that clearly explains terms and conditions if the contract is broken. Those terms and conditions are clear that early termination fees would be incurred if the contract is not adhered to.

The current balance showing on this account is $760.86 of which $700.86 is the early termination fees from the 2 lines of service. The remaining amount of $60.00 is for service and late fees from October 20 to November 2nd at which time service was discontinued from the account owner.

Mr. ******** is requesting that we compromise and possibly credit the fees for disconnection. At this time we cannot honor this request as the account owner knowingly broke the conditions of the contract with the knowledge that these fees would be incurred as of November 2nd. I would suggest that the account owner may want to inquire to their new provider if these fees would be covered as a result of their move.

                                                                                         

Should Mr. ******** or the account owner have additional questions, they may contact our Customer Service Department at (************.

Sincerely,

***** H.

Customer Resolution Support

U.S. Cellular®

Consumer Response:


Complaint: ********

I am rejecting this response because:

We never saw the commercials or your web site since we came in and asked about switching to the no contract plan and that was when the sales person told us they would pay off our stuff, so you have multiple ways, but we seem to be one of the ones who were misinformed by one of those ways. And you admit that there could potentially have been misinformation and yet you care so little for the customer that you are not willing to make any sort of compromise.

Sincerely,

***** ********

Business Response:

February 25, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ********

U.S. Cellular Account Number: *********

Account owner: ******* ********

Thank you for contacting U.S. Cellular. We are in receipt of Mr. ********’s fourth rebuttal in which he re-states that the sales person did not inform him he was signing a contract. He also restates that we care little for our customers and restates we are unwilling to compromise in this matter. He also states he did not read about our promotions on our website.

Unfortunately, if the account owner and Mr. ******** feel as if they were not advised of a contract or retail installments it would be superseded by the final responsibility of Mr. ******** and the account owner to read what was provided to them prior to beginning service at our retail location. We do not offer to pay for early termination fees without the customer’s agreement to a 2 year commitment or installment plan. I regret that the account owner or Mr. ******** did not read the terms and conditions of what they were signing which explained fully their obligations including the two year agreement. As stated in our initial response, there is not a “no contract” option offered as part of our switcher promotion.

We have discussed and addressed the obvious negative feelings of the account owner and Mr. ******** in the three most recent rebuttals. While we apologize for those feelings we also do not see any further need for future discussion as this matter has been fully addressed. We respectfully ask the Better Business Bureau to consider this matter closed.

Sincerely,

***** H.

Customer Resolution Support

U.S. Cellular®

Tell us why here...

2/25/2016 Problems with Product/Service
2/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September we switched from ******* to U.S. Cellular after we were told that U.S Cellular would give a rebate to pay off our old contract. We submitted the former like the sales rep told us. In December we still have not received the rebate so we called U.S. Cellular and was told the the sales rep did not send in our old phones we gave them. So they then said they would send out the rebate in two weeks. It is now Feburary and we have still not received anything. I do not think it is right for us to keep waiting on a problem caused by U.S Cellular.

Desired Settlement: I want my rebate that was promised. I should not need to keep waiting for it like they will tell us

Business Response:

February 11, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ******

U.S. Cellular Account Number: *********

**** ******

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ******’s complaint. Mr. ****** states that he switched to U.S. Cellular, from *******, in September 2015, after he was told we would pay off the old contracts. Mr. ****** states that they submitted the forms as instructed and still hadn’t received the rebates by December. Mr. ****** states he called us in December and was told that the sales associate did not send the old phones in. Mr. ****** states we told him the rebates would be sent out in two weeks. Mr. ****** states they still have not received the rebates. Mr. ****** requests that we send the promised rebates.

It’s my pleasure to assist Mr. ****** with this matter. Upon review of Mr. ******’s account, I see that on February 4, 2016 Ms. ****** called and we advised her that it would be another eight to ten weeks before the cards would arrive. I completely understand the frustration caused by this information.

We have reviewed Mr. ******’s complaint. I have escalated the rebate processing and the rebate cards will arrive via mail in 7-10 business days. I would like to apologize that it’s taken this long to get the rebates to Mr. ******.

Should Mr. ****** have additional questions, he may contact our Customer Service Department at (************.

Sincerely,

***** *** R.

Customer Resolution Support

U.S. Cellular®

Consumer Response: m wife called and was advised that it would only be 2 days before the rebate would send.  She called again on 2.11.16. 5.27 pm and they told her it would only be a couple more day before they send the refund.  
Complaint: ********

I am rejecting this response because:

Sincerely,

***** ******

Business Response:

February 16, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ******

U.S. Cellular Account Number: *********

**** ******

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ******’s rebuttal wherein he does not accept my response. Mr. ****** says Ms. ****** called on February 11, 2016 and was told that it would be a couple more days before the refund is sent.

It’s my pleasure to continue assisting Mr. ****** with this matter. I have been in contact with our Rebate department’s Escalation team. The Escalation team has assured me that Mr. ******’s rebates would arrive within 7-10 business days from February 12, 2016.

We have reviewed Mr. ******’s complaint. We have expedited the rebate to have it arrive as soon as possible to Mr. ******. The following cards were mailed on February 15, 2016. For the number ending in 8101 in the amount of $210.00, and for the number ending in 8524 in the amount of $140.00. As the rebate cards are in the mail, we respectfully request that this case be closed.

Should Mr. ****** have additional questions, he may contact our Customer Service Department at (************.

Sincerely,

***** *** R.

Customer Resolution Support

U.S. Cellular®

2/25/2016 Problems with Product/Service
2/25/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since we got our first bill we were being billed for a 3rd phone when we only had 2 every month we would get the bill take it in to our local store they would have to call there corporate billing to get it credited and was told it was removed but every month it was just a repeat of the same process and finally they did remove it from the bill but the bill amount/total was still the same and even the sales associate in the store could figure out why the bill was the same amount or where they were getting the total from because the charges on the bill did not add up so we left us cellular and they charged us for a disconnect fee on 3 lines when we only had 2 and when I call us cellular they say its in the hands of the collection agency and there is nothing they can do I call the agency to dispute the amount and they contact u.s. cellular and com back with the same amount on the bill not even looking into it or fixing it or making it right I would gladly pay my bill if it was the right bill with the right amount for the correct services that we had with them

Desired Settlement: I would like the bill to be adjusted to the correct amount

Business Response:

February 15, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                                    

Re: Complaint Number: ********

Customer’s Name: ***** C. ****

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular® in reference to the above account. I have reviewed Mr. ****’s complaint and welcome the opportunity to address you this afternoon.

I would like to start by apologizing for any frustration that may have befallen Mr. **** during this ordeal. It is never our intent to make life more difficult for our customer but rather quite the opposite. In reviewing Mr. ****’s account, I’ve looked over ever billing statement that was processed from the opening of the account on January 12th, 2015 through the closing on November 29th, 2015. I was unable to find an instance where the customer was billed for more than two phone lines on the account. This also holds true for the final statement. When the account was close there were two outstanding Retail Installment Contracts (RICs) on the account. These were an agreement to make a small monthly payment for the devices on the account in exchange for a discount on the account price plan. When the account was ceased the remaining balance of the RICs were charged against the account along with the final amount due for the service. Currently only two of these charges exist on the account, both of which were presented on the statement sent after the account closed.

With this information, the finally billing amount is correct and no adjustment needs to be made. If at any time Mr. **** has any additional questions, concerns we hope he does not hesitate to contact the Customer Service Team with U.S. Cellular® by dialing ************ from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you.    

Take care,

Thom D

Customer Resolutions Support

U.S. Cellular®

Customer Service: 1(************

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2/25/2016 Problems with Product/Service
2/25/2016 Problems with Product/Service
2/22/2016 Problems with Product/Service
2/22/2016 Problems with Product/Service
2/20/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a 6 GB internet plan with USC and watch my net usage on the company provided usage counter on my screen every time I use the internet. When the counter reaches 5.2 GB or so, I stop using the net. Until February 4 afternoon, 2016, the counter correctly reflected 800 MB. I used about 900 MB on Feb 4 in the evening and about 1.1 Mb on Feb 5. This is correctly reflected on the USC GB counter today, on Feb 6 as 2.5 GB. On Feb 4 I received a message that I have used more than 6 GB, contrary to what the counter shows. I have not used 6 GB. No movies, music, upgrades or leaving the internet on when I do not use it. One representative recommended I travel to another town (*******, IA) to personally view my usage in their log. When I called the store, they referred me back to customer service. After talks with 3 representatives, 2 technicians, and a phone call to the USC store in *******, it is still not clear how the missing 4 GB, which are not even showing on the USC counter, have been accrued, and why there is a discrepancy between the company intern data and the company owned usage counter on my computer. screen. I apologize for my convoluted sentences. This is not my native language.

Desired Settlement: Cell phone companies need to operate like telephone companies and give their customers a detailed bill.

Business Response:

February 8, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ***

U.S. Cellular Account Number: **********

Dear BBB Customer Relations Advocate,

Thank you for contacting U.S. Cellular in reference to the above account. I have received ***** ***’s complaint pertaining to the data usage of their connected device. I certainly can understand why ***** would question usage of the magnitude described especially if the date reflected does not match their usage counter. I can definitely see how this situation could have caused some frustration and the need for explanation. I will be happy to review the complaint as well as the account to see if we can determine what may have caused ***** to feel such a way in hopes of reaching some type of resolution to this situation.

First of all, the usage counter on the connected device and our internal system log which reports the usage on the accounts can vary as much as 24 to 72 hours. This is why many times the alerts we send do not include the most recent data used. In *****’s case it is possible that a download occurred in the background, such as a system update for example, that would have caused a higher than normal usage on our account log. This usage should have also shown up on the modem’s counter as well although maybe not on the same date due to the delay in reporting as mentioned above. ***** is correct in reporting that they contacted our Customer Service Department regarding this issue on more than one occasion. I do see that we tried to assist with making sure the date for the counter on the modem coincided with our bill cycle date but was unsuccessful. We also recommended taking the modem and the laptop to the retail location to have that date checked. It is very important that the counter log on the modem match the bill cycle dates to insure accurate reporting. For that reason, I would ask ***** to please do this at the earliest convenience. Once it is determined that the dates of the modem log and our bill cycle match, we may need to perform further troubleshooting steps through our Technical Support Department.

We do have a feature that can be provided to the account for $2.99 per month in which a cap limit can be set for each device on the account. While this does not guarantee that overage would not occur, it would cap the device from using more data once the limit has been reached.

In an effort to provide some resolution in this matter, we will agree to credit any overage incurred on this current bill cycle as a result of the dispute from ***** and apologize for any inconvenience and frustration this has caused. Should ***** see any charges for overage on the next bill, I would as ***** to call our Customer Service Department at the number listed below to receive credit. ***** requested the possibility of providing data billing detail in the future. Currently we do not have the ability to provide such detail for our billing. However, this may be something that we can look into for the future.

I immensely appreciate the time that ***** has invested into this matter up to this point. Should ***** have additional questions or should need immediate assistance, please contact our Customer Service Department at (************.

Sincerely,

***** H.

Customer Resolution Support

U.S. Cellular

2/19/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was notified that my plan was obsolete and I should take advantage of the new plans back in June 2015. After going through the new plans and agreeing to one that had a set 8GB of data to be shared by up to 10 phones with the ability to add and remove phones as needed, I was told I had to sign a 2 year contract to take advantage of the quote. I declined and called USCC on the phone while in the USCC store and they offered me a discount on the price for the same plan I was told about in the store. I made sure it was the same and agreed to the price. The next month the bill was over the agreed price so I called USCC and had it "fixed." Next month same thing, bill not what was quoted. Called again to have it "fixed." 3rd month, another billing issue and "fix." So my plan was changed 4 times in 2015 to correct the issue that started with the errors of the person who made my contract. In November one number on my account was removed, leaving 2 on my plan still and I was charged an early termination fee which was not what was told would happen by the person who told my the terms of my plan. FYI All my phones were paid for and out of contract before these issues.

Desired Settlement: After all these problems and all my time wasted just to get USCC to honor the plan and price I was quoted , I would like out of the whole contract. I would settle for the early termination fees reversed on the line that was switched to a different carrier at minimum.

Business Response:

February 9, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ********

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ********’s complaint stating that in June he agreed to a two year agreement with us at a set price. He stated that for a few months there were problems with the price of the bill and we corrected our error each time. One of the lines associated with his account took their number to a new provider, which resulted in an early termination fee. Mr. ******** is requesting that we waive the early termination fee due to us not getting him the correct pricing over the last few months.

I would first like to apologize to Mr. ******** on behalf of U.S. Cellular for all the problems he has experienced with his bill. I know that having the correct detail is very important so he doesn’t have to continue to have to follow up with us to get it corrected. However, I am glad that we have made the attempt each time to correct our problem. I will be more than happy to review Mr. ********’s account and provide additional information on the account.

Our documents show that on 06/16/2015 we offer Mr. ******** an 8 gigabyte data plan with a 30% loyal customer discount and discounts on all three of his lines with a two year agreement and he agreed. The billing cycle on the account starts over on the 14th of each month. Therefore, he got a bill that was dated 06/14/2015 which was higher than what he was quoted just a few days prior. Since the bill was already generating when the changes were made they didn’t reflect on the 06/14/2015 bill. All changes that he made reflected on the 07/14/2015 statement, and that is why that bill was only $20.65 due by 08/08/2015.

On the 08/14/2015 bill it was $239.05 and that bill was higher due to $116.55 in calls billed to the account. On 08/22/15 Mr. ******** contacted us to see why the bill was higher. We advised that there were calls on the bill and unfortunately, we couldn’t provide the details on the calls that we was looking for. We advised him that we would need for him to have a copy of the bill for him to let us know what numbers were dialed in order for us to discuss them. A research case was created regarding this issue and once the case was worked we attempted to call him and left messages for him to call back. We never received a payment for that bill and we also didn’t receive a call back regarding this until 10/08/2015.

When he called back we applied a credit to the account at the time and informed him of the remaining balance, which he paid. Since a partial credit was applied for the calls on the account another case was created to apply the remaining credit, which was denied as we found no errors in the calls. However, on 10/22/15 Mr. ******** called in and we waived the fees as a one-time courtesy.

There were no further calls to us regarding the bill after this point until recently when he called us questioning why he bill was higher. We advised him that the -9264 line was charged and early termination fee for cancelling the service before the agreement was over. He contacted us and wanted us to waive the fee since he states he has been having problems with his bill each month. We offered to waive 1/3 of the fee twice, but he declined on both occasions.

Mr. ******** contacted us and stated he was aware that the line was porting out but based off our documentation we show that he also stated he was never aware of the contract. However, in this BBB he states that he was aware of the two year agreement; therefore, he would be responsible for the full early termination fee.  We will be willing to apply credit for 1/3 of the charge that was offered in the past, but we will not make this offer again if it is declined he will be responsible for the full fee.

We have reviewed Mr. ********’s complaint and we have offered to waive 1/3of the charge as a one-time courtesy due to Mr. ********’s tenure. This offer will be available for 7 days. If he chooses to take advantage of the offer we will be happy to apply the adjustment until 02/16/2016. He currently has a balance of $270.27 that is past due. If he needs more time with making this payment he can contact Financial Services and they will be happy to see what options are available.  

Should Mr. ******** have any additional questions, he may contact our Customer Service Department at (************.

Sincerely,

******** C.

Customer Resolution Support

U.S. Cellular®

Consumer Response:


Complaint: ********

I am rejecting this response because:

This is untrue! My calls were due to customer service not honoring the quoted price that  we agreed to, not to the time of changes being too close to a new bill being printed. The next month I called again and that customer service rep took off my loyalty discount, changed my plan and raised the bill even more. My problem is with being told that I can add and remove phones as needed with this plan as long as I stay on a shared plan. It was already agreed between the customer service rep and me that the person that quoted my plan in the first place was in error. If she quoted the wrong cost for the plan, the other details of the plan were most likely wrong also. I am asking for this early termination fee to be reversed because I was told I could add and remove phones to my plan not because of the billing errors and hours of my wasted time trying to fix those errors. I can't believe this is how someone that has maintained service with you for 13 years is rewarded.

Sincerely,

***** ********

Business Response:

February 11, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ***** ********

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account.

Thank you for contacting U.S. Cellular in reference to the complaint listed above received February 10, 2016.  As a member of U.S. Cellular’s Customer Resolution Support Team, I am responding to the complaint filed by Mr. ********.  

Mr. ******** states his calls to customer service were due to not honoring the quoted price that he agreed to when he changed his plan. Also that he was told that he can add and remove phones as needed with this plan as long as he stayed on a shared plan. Mr. ******** is asking for his early termination fee to be reversed because he was told he could add and remove phones at any time and feels unrewarded after having service with us for thirteen years.

I want Mr. ******** to know we value him as our customer and we do not take his loyalty with us for the past thirteen years lightly.  I sincerely apologize for any confusion we may have caused Mr. ******** on his previous billing statements. As he mentioned, he did call into Customer Service and the issues were resolved as advised in the first communications.

In regards, to adding or removing phones as needed, Mr. ********, is correct. On any of our plans he is welcome to add a line or remove a line, however; Mr. ******** would be reasonable for any contract time remaining on the lines if he cancels the line early. Consequently, canceling line

-9264 before the contract ended, an early termination fee has applied to Mr. ********’s account. At this time, we have offered to waive a third of the early termination fee which would be $91.53 credit off the $274.59 billed to Mr. ********’s account. Another alternative would be for Mr. ******** to bring his number back within the next 60 days and continue with the current contract time and we can reverse the full termination fee.

As stated previously we offered to waive 1/3 of the cost of the early termination fee for line -9264.  This offer will be available for 7 days, which ends on February 16th.  If Mr. ******** chooses to take advantage of the offer we will be happy to apply the adjustment. Please have Mr. ******** reach out to our Solutions Consultant Department at the number provided below. I would also like to mention Mr. ******** currently has a balance of $270.27 which is past due. If he needs more time with making this payment he can contact Financial Services and they will be happy to see what options are available. 

Although my research did not produce a new outcome Mr. ******** had hoped for, I hope we can continue our business relationship with Mr. ********.  I appreciate the opportunity to address his concerns and once again would like to thank him for his service with us.  Should Mr. ******** have additional questions, he may contact our Customer Service Department at (************.

Sincerely,

******* K.

Customer Resolution Support

U.S. Cellular®

 

2/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I chatted online with a US Cellular agent a couple weeks ago in regards to changing the plan I was on. Since I had 5 lines, and one currently under contract, the connection fees for moving to a shared data plan for the 4 lines not under contract would be at the installment pricing level (at the time I was on an old plan, not a Shared Connect plan) of $20/phone. The fifth line, which is under contract would be at the contract pricing of $40. I went to the store to make the plan change and also change financial responsibility from my grandmother to myself. The switch went relatively easy. When I received the bill, it shows all the phones connected at the contract connection price - $40 each for the two smart phones, and $30 each for the three basic phones. This brought my bill higher than it was before switching, which is why we had held off until now. When I contacted chat again to question the bill, I was advised that all of my lines were under a new contract effective the date that I took over responsibility for the account, and that resulted in the elevated connection fees. Had I known that would happen, we would have left the account as it was. Now the monthly bill is higher than anticipated, and all my phones are under contract. With two phones needing replacement, and a third coming close, my hands are tied for two years until the contract runs out, or I have to purchase them at full price. I was not advised in the store that the lines would go under contract again. I feel mislead or at the least under informed about what would happen in this process. We have been with US Cellular for years, and I have never felt this level of betrayal. I am truly disappointed.

Desired Settlement: I am requesting that the contracts on the four lines be canceled, and the billing rate changed to where I was told it would be, or allow us to undo all of the changes and revert back to the plan and owner we had before.

Business Response:

February 18th, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name:  ***** ********

U.S. Cellular Account Number:  *********

Thank you for contacting us in regards to the above account.  We are in receipt of Mr. ********’s complaint, wherein he states that he went into our store to make a plan change and also change financial responsibility from his grandmother to himself.

Mr. ******** said the switch went relatively easy. When he received the bill, it showed the phones connection price, $40 each for the two smart phones, and $30 for each of the three basic phones. He said that made the bill higher than what it was before switching the account into his name. Mr. ********, also has concerns that he was put into contract with the phones. I am happy to review his account to address his concerns and provide additional information that he may find helpful.

When Mr. ******** took financial responsibility over the 5 lines in question, the contracts applied per line, which is a requirement with the new Shared Data plans.

His 5 lines upgrade eligibility dates remained the same, as it is separate from the contract. The lines ending in ****, ****, **** and **** are currently eligible to get new phones at promotional pricing. If the phones are purchased at a promotional price, then any connection discounts would not apply, due to getting the discounts up front, by the phone already being discounted.

I have added discount on the lines that are currently eligible for them. The lines ending in ****, **** and **** now has the $10.00 discount. The line ending in **** has the $20.00 discount, so all qualifying lines now have the appropriate discount applied.  I have also applied a $50.00 credit to the account, making the updated balance due $190.75.

Purchasing the phone on retail installments, would qualify the lines to continue getting the connection discount. The smartphone discounts are $20.00 and feature phone discounts are $10.00 on the current plan that Mr. ******** is on.

Although, unable to cancel Mr. ********’s contract and return everything back into the previous owners name, I trust that the resolution provided is satisfactory for Mr. ********.

We truly appreciate Mr. ********s business and should he have any additional questions, he may contact our Customer Service Department by dialing (888) ********.

Sincerely,

**********.

Customer Resolution Support

U.S. Cellular

Consumer Response:


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. The response and resolution was in line with what I had expected initially from US Cellular. I am very happy that this is resolved, and look forward to remaining a loyal customer.

I extend thanks to the Better Business Bureau for the assistance in this matter, and to US Cellular for making the adjustments.

Sincerely,

***** ********

2/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In late October 2015 my fiance and myself got a 2 year contract with two phones and 10gb of data. When we were talking with our sales person we informed him that *** works in Chicago and needs Wi-Fi and hot spot, he said know problem you will have 4G. Well he started to have slow or no connection we called Customer service in November and was told uscellular doesn't have towers in Chicago anymore. And there wasn't anything they could do to help us if we wanted out of the contract we would have to pay about $1000.00 for the phones and $350.00 for the plan. That was miss repentation and fraud us cellular only wants to make a sale and not care about the customer. Thank you *******

Desired Settlement: Take back the phones and contract. Give us the phone numbers we are using as *** had the number before and brought to us cellular. Or let us but the phones at a good price and unlock the phones so we can get a service in Chicago.

Business Response:

February 12, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ******* *****

U.S. Cellular® Account Number: *********

Dear BBB Customer Relations Advocate,

Thank you for contacting U.S. Cellular in reference to the above account. I have reviewed Ms. *****’s complaint and will be happy to see how I may be of assistance in this situation.

Here at U.S. Cellular we strive to provide all of our customers with an exceptional ******** experience. So, I was saddened to learn of the trouble that Ms. ***** and her fiancé had been having while using mobile data in the Chicago area. I know how important it is to stay connected to high-speed data so I can definitely see how this situation may have caused them some frustration. I will be happy to review Ms. *****’s account to see how this problem may be addressed most effectively.

Since starting service with us it appears that Ms. *****’s fiancé has been experiencing throttling of his data speeds. This would be directly related to the data roaming terms of service found on our Customer Service Agreements. These terms state that during each billing cycle, a customer will use no more than 400 MB of high-speed data while roaming in unlicensed U.S. Cellular markets. If they use more than this 400 MB they will be throttled down to 1x speed. If this were to develop into a pattern, their account could possibly be cancelled by us for violating these terms. The customer’s signature on the C.S.A. serves as an agreement between us that at least 50% of their monthly data usage will occur in U.S. Cellular’s licensed markets. Since Ms. *****’s fiancé works in Chicago, which is not a licensed market for U.S. Cellular, he has been exceeding this 400 MB monthly data  roaming limit; therefore his data throughput speed has been getting throttled. And, as outlined in the terms above, this is a normal consequence of our data roaming agreement.

In Ms. *****’s complaint she states that when she was setting up her service with us on 10/24/15 in the ********* Park Store she told them that her fiancé worked in Chicago and that he would consistently have a need for large amounts of 4 G data since he frequently uses his smartphone as a mobile hotspot. She states that our response to this was “no problem.”

After performing * ************* ******** ** *** ******* ******* * ********* * ************ **** *** ****** ******** ********** ****) that set this account up for Ms. *****. After an in-depth discussion with him I ascertained that he is well aware of the limitations that would accompany consistently high data usage in Chicago. And due to the fact that ********* Park is in proximity to Chicago, he himself has recently experienced data throttling on his own, personal U.S. Cellular phone while visiting friends there. He assured me that if a potential customer were to mention the need for large amounts of data while in Chicago it would definitely trigger him to discuss the data roaming terms of service with them. I have to say that I ended this call with a strong feeling of assurance that he is well aware of the headaches that this type of data usage would cause and that he would definitely stop to advise his customers of this if it were mentioned.

I think we can all admit that establishing new ******** service can be a confusing, and sometimes overwhelming process. We are presented with a barrage of information, numbers and figures are thrown around, we get distracted by shiny new electronic gadgets, and quite honestly, it’s pretty easy to just get bored with the whole process. All of these variables tend to compound what is already a fairly complicated process. We try to make it as effortless as possible for our customers but at times we can fall short of that goal. 

I do not feel it advantageous at this point to embark into a discussion of who-said-what during the establishment of this account. I think it best if we all just admit that a misunderstanding has taken place and instead exert our time and energy into reaching a resolution that is favorable to all parties involved.

In Ms. *****’s settlement request she mentions that she would like for us to either:

  1. Take back the phones, allow them out of their contracts, and give them their phone umbers

Or

  1. Allow her to buy the phones at a good price and unlock them for use with another provider.

Since I received Ms. *****’s Better Business Bureau Complaint she has paid off the balances for both of the ****** Installment Contract’s on her account. The fact that she has now purchased these devices makes the application of either of her suggestions somewhat problematic. If Ms. ***** would like to lend some clarification to her desired settlement to this situation I will be happy to respond accordingly.

I sincerely appreciate the time that Ms. ***** has already invested into this matter and would once more like to apologize for any inconvenience or frustration that this may have caused her. Should Ms. ***** have additional questions or should she need immediate assistance, she may contact our Customer Service Department at (************.

Sincerely,

******** D.

Customer Resolution Support

U.S. Cellular


Consumer Response:
Complaint: ********

I am rejecting this response because:
Why didn't the sales person tell us there was no coverage in the Chicago area. And is this the way us cellular trains their employees? We have since bought the phones out and we could not use his phone with the carrier he went to and has to buy a new phone. It's not a matter of he said--we said. We would have never  bought service through us cellular if they didn't have coverage in the Chicago area. The sales people know where the coverage areas are. That's the reason we were switching to their plan. I will never use us cellular again. They should have at least offered us a buy out plan for their misrepresentation. Thank you for your time
Sincerely,

******* *****

Business Response:

February 17, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ******* *****

U.S. Cellular® Account Number: *********

Dear BBB Customer Relations Advocate,

Thank you for your continued correspondence in reference to the above U.S. Cellular account. I have reviewed Ms. *****’s rejection response and will be happy to see if I can be of any further assistance in this matter.

In her response, Ms. ***** summarizes how she feels that she was misled by the ****** ******** ********** (***) who helped her to establish her service with us. As I mentioned in my previous response, I feel that is realistic that some misinformation may have been exchanged during this interaction. But after my conversation with that particular ***, I do not feel it likely that Ms. ***** was intentionally misled about the availability of high-speed data in the Chicago area.

Initially, Ms. ***** had presented us with two possible settlement scenarios that she felt would resolve this complaint. Both of these options involved paying off the ****** Installment Contracts (RIC) on her account. Since these options were proffered by her, Ms. ***** has paid off the balances of both of the RIC’s. This action on her part makes the two previously mentioned resolutions problematic. In her most recent response, she does not provide a revised settlement that she feels would resolve this situation. Therefore, unless further correspondence is received by U.S. Cellular regarding this matter, we will consider it closed.

I sincerely appreciate the time that Ms. ***** invested in this matter. I would like to apologize for any inconvenience or frustration that this may have caused her and I wish that her experience with us had been a better one. Should Ms. ***** have additional questions or should she need immediate assistance, she may contact our Customer Service Department at (************.

Sincerely,

******** D.

Customer Resolution Support

U.S. Cellular


2/17/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service
2/14/2016 Problems with Product/Service
2/14/2016 Problems with Product/Service
2/14/2016 Problems with Product/Service
2/13/2016 Problems with Product/Service
2/13/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
2/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: http://www.********.com/business/us-cellular-flooded-with-complaints-over-new-billing-system-***********-*********.html During the US Cellular billing debacle described in the newspaper link above, my account was terminated and overcharged like everyone else. Now, several years later I am being hounded and threatened by **** Inc, the collection arm of US Cellular.

Desired Settlement: Removal of $286.69 overcharges. Restoration of credit reports to former status. Cease and desist harassment.

Business Response: February 4, 2016

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006 
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: **** ***********
U.S. Cellular Account Number: n/a

Thank you for contacting U.S. Cellular in reference to Mr. ***********’s account. I am receipt of his complaint which states his dissatisfaction with the current status of his account due to the billing issues that Mr. *********** states he endured in 2013. Due to this account balance, Mr. *********** states he is receiving harassing phone calls from a collection agency and is requesting that we remove his account balance and restore his credit class to a prior state before the collection activity began. I appreciate the opportunity to address his concerns and request.

We have reviewed Mr. ***********’s concerns. Because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in his submission. 

Please advise Mr. *********** to resubmit this complaint with the information requested above and we will be happy to address his concern at that time. 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,


***** H.
Customer Resolution Support
U.S. Cellular® 

Business Response: February 9, 2016

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006 
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: **** ***********
U.S. Cellular Account Number: n/a

Thank you for contacting U.S. Cellular in reference to the above account. I see that Mr. *********** has been unable to speak with us by phone due to the misunderstanding of our associates and the collection status of his account. I am happy to address this.

Our normal procedure for an account in collections is to provide the collection agency contact information as we are typically unable to access or discuss the account when it has been assigned to outsourced agency. When addressing Mr. ***********’s initial complaint, I was able to contact our Financial Services Department to request that the account be pulled back temporarily so that I may access and discuss the account in detail. This was done successfully. Our associates that he spoke with following my recommendation unfortunately did not see the memos that I entered on his account stating it’s availability to discuss until 3/4/16. I have flagged his account and entered a documentation to pop up when his account is accessed. There should be no reason as to why Mr. *********** may not now contact us to process his payment. If the next associate is concerned about the collection activity on the account, Mr. *********** may advise the associate to review the Better Business Bureau documentation that I have left readily available for their viewing in the memos of the account. I apologize for the confusion on our associate’s part. 

Mr. *********** requested a new copy of his statement reflecting the new balance I have provided. I’m afraid that this cannot be provided now that the account is completely cancelled and all billing aspects of the account have closed. I can provide copies of his statements from 2014 showing his final balances if he would prefer, though they will not be 100% accurate now that I have made an adjustment to his balance to reflect the offer to waive his restore from suspension fees before the account cancellation. The new balance that was provided to Mr. *********** is for all normal charges due from September of 2013 – the date the account was closed.

Should Mr. *********** have any additional concerns, he may reach out to our Customer Service Department. Again, notes have been provided on the account to clarify our ability to assist him with his payment. Have a wonderful day!



Sincerely,



***** H.

Consumer Response:


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.

I called the number and they read the note and accepted my payment of $203.38 on 2/9/2016 approx 4:33pm.

Sincerely,

**** ***********

2/10/2016 Problems with Product/Service
2/9/2016 Problems with Product/Service
2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: stop!!!! charging me reconnect fees for your mistakes and please stop charging me 1,000.00 per month for a contract that's 200.00 per month and when you call in they are dishonest about there mistake

Desired Settlement: stop! charging me for reconnect fees for your mistake and stop! charging me over 1,000.00 a month for a contract that is suppose to be 200.00 per month please!

Business Response:

January 27, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: ******* *****

U.S. Cellular Account Number: *********

Good Afternoon, Thank you for contacting U.S. Cellular in reference to the above account.

I am in receipt of the complaint regarding Mr. *****’s billing. Mr. ***** is stating that he is receiving Restore Fees that were caused due to US Cellular’s error. He is also stating that his billing exceeds $1,000.00 when his plan should be around $200.00 a month.

I can understand Mr. *****’s concern of this billing and am happy to look into this for him. I would be concerned about getting charges that are not valid too.

Before reviewing all the statements, I want to explain the normal monthly charges without any past due balances, overages or restore fees.  I also want to explain that we have recently changed this customers plan to a lower plan to help save him money. The following charges are before the recent changes and without the Regulatory Fees and Taxes. The normal Monthly Service Charge is $100.00 for 10GB of Data with the added feature of Data Usage Control for $2.99 a month.  The line ending in 2343 had a connection charge of $40.00 (with a $20.00 discount due to having Monthly Retail Installments), $8.99 for Device Protection Plus and a Retail Installment of $22.45 a month.  The line ending in 5127 has a monthly connection charge of $30.00. This brought his total to $184.43 before the Regulatory Fees and Taxes.

After reviewing the past five statements, I see that there is a lot of activity happening on the account. Starting back on the August 14, 2015 statement (activity dates for July 14 through August 13) there was a Past Due Balance of $153.71, current charges of $225.11 giving an overall balance of $378.82.  The payment received for that billing period was $270.45 which was returned for insufficient funds (NSF).  Other payments that were received were for $30.00, $26.00 and $200.00 (which restored service). This left a balance of $122.82. Due to the NFS the account had an interruption in service. This generated the Restore fees ($25.00 per line) when Mr. *****’s payment resumed his service. He was also charged a Returned payment charge of $20.00. These payments, restore fees, and Returned Payment charge all show on the September 14, 2015 statement.

Mr. *****’s September 14, 2015 statement (activity dates August 14 – September 13) started off with a past due balance of $122.82. The current charges were $796.68 bringing the overall total to $919.50. This balance consisted of a phone purchase and accessories. The phone upgrade is for an ****** 6 with Monthly Retail Installments of $22.45 but also required a Down payment of $200.00. This also had a Device Activation Fee of $25.00. The Taxes for the new device are billed at the time of the upgrade as well. This charge was $54.11. There was also a purchase on this monthly bill for an accessory of a **** ***** Case for the phone which was $99.99. Along with these charges, Mr. ***** had two interruptions in service.  The first on August 20th for non-payment that was restored on August 21st with a payment.  The second interruption was on August 24th due to the NSF check that was returned and then restored on August 24th. These two interruptions caused each line to have two restore fees.

The October 14, 2015 statement (activity dates September 14, 2015 – October 13, 2015) started with the past due balance of $791.68 and the current charges were $287.91 bringing the total balance to $1,039.59. The customer had interruption in service on September 19, 2015 causing restore fees. This is the only thing adding additional charges besides the monthly service charges and Monthly Retail Installments to this bill. The payment received throughout this month was $167.82.

The November  14, 2015 statement (activity dates October 14, 2015 - November 13, 2015) started with a past due balance of $427.33 and current charges of 418.70 bringing the total balance to $846.03. A payment was made for $550.00 that was returned by the bank as a Closed Account. This generated a Returned Payment Fee of $20.00. This also caused the account to get interrupted in service which generated Restore fees. During this billing cycle the customer had interruption in service on Ocober 21, 2015, restored the same day, October 25, 2015, restored the same day and November 2, 2015, restored on November 3, 2015. I see that we waived one set of these restore fees for the customer, giving the account a $50.00 credit.  The payments received through this billing cycle were October 25, 2015 $550.00 (which was returned by the bank) and November 3, 2015 $553.72.

The December 14, 2015 statement (activity dates November 14, 2015 – December 13, 2015) started with a past due balance of $546.78, current charges showing as $356.35 bringing the total balance to $903.13. During this month there was interruption in service on 11/24/15 causing a restore fee per line. There was also another returned payment during this cycle for $105.77. The payment received during this cycle was for $299.25 on November 24, 2015 to restore the service at the time of interruption.

The January 14, 2016 statement (activity dates December 14, 2015 – January 13, 2016) started with a past due balance of $356.13 with current charges of $322.42 bringing the total to $678.55. This statement had Data overages of $45.00.  During this billing cycle there was interruption on December 19, 2015 generating restore fees for each line.  On December 19, 2015 there was a payment received for $547.00.

We have received a payment for $300.00 on January 19, 2016. This upcoming statement the customer will have additional restore fees due to the interruption on January 24, 2016.

We have a department that the customer can work with to avoid this interruption in service by setting up Payment arrangements with our Financial Service Department. I see that the customer has worked with them however there were broken arrangements causing the interruption in service. Any time past the Due date the account is subject for interruption.

Should Mr. ***** have additional questions, he may contact our Customer Service Department at (************.

Sincerely,

*** W.

Customer Resolution Support

U.S. Cellular®

2/7/2016 Problems with Product/Service
2/7/2016 Problems with Product/Service
2/6/2016 Problems with Product/Service
2/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a long time customer of U.S. Cellular. I switched cellphone services to Verizon in August of 2015. I was expecting a final bill or a fee for early termination of my contract. I had automated withdrawal set up for my billing with U.S. Cellular. I never received a bill by mail and there was not a fee deducted from my account. On January 21,2016 I received a letter from a collection agency stating that I had a past due bill with U.S. Celluar. How could this be in collections since I never received a final bill from U.S. Cellular? What gives them the right to turn me into collections for a bill that I never even had the opportunity to pay? I believe this is an example of unfair and unjust business practices. Not to mention horrible customer service. I called U.S. Cellular to get this bill removed from collections and they said that there was nothing they could do once it has reached legal action. I spoke with two different supervisors and they said there was absolutely nothing they could do.

Desired Settlement: I want U.S. Cellular to be held accountable for their actions. I want to be certain this isn't on my credit report. If it is on my credit report, I want all history of this removed as if it never happened. I would also like a written apology from U.S. Cellular sent to my email: *************@yahoo.com.

Business Response:

January 25, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: # ********

Customer’s Name: ******** J. *****

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. *****'s complaint. Mr. ***** is stating he never received a final bill from U.S. Cellular. Mr. ***** also states the balance due was turned over to a collection agency. Mr. ***** states he spoke to two different supervisors at U.S. Cellular and both advised him once the account is given to an outside collection agency we no longer have access to discuss the account. Mr. ***** is requesting a written apology and to have this removed from his credit history as if it never happened.

I understand Mr. *****’s concern over having his account given to a collection agency. We do apologize that he was not aware of the remaining balance on his account. I will be happy to review the account to see how I can help.  We would like to inform Mr. ***** that we have notified the collection agency and requested the account be put on hold for 30 days from the date of this response.

In review of Mr. *****’s account I see that on March 17, 2014, Mr. ***** spoke to our Customer Service Department and changed to one of our promotional Shared Data plans that put the two lines on a new 2 year Customer Service Agreement. The next communication we had with Mr. ***** was on August 29, 2015, when Mr. ***** went into one of our retail stores to use his promotional reward points to purchase 4 cellphone accessories.  The next communication was on January 21, 2016, when Mr. ***** called to question the account being sent to a third party collection agency.

There is no record of Mr. ***** calling and speaking to our Solutions Consultant Department regarding cancelling his account. On August 31, 2015, a request was processed by another carrier to port (transfer) Mr. *****’s two lines off our service. This type of a transaction will stop the billing on the two lines, and charge all final fees and credit any prorated amounts. Once the account is cancelled the auto payment feature is disabled and paper bills begin to process to the address the customer has on file for their billing address. This information is normally provided to our customers when they speak to our Solutions Consultant Department regarding cancelling their service.

Bill dated September 2, 2015, for $182.84 included a credit for services not used August 31, 2015 – September 1, 2015, and two Early Termination Fees in the amount of $95.48 each, with taxes and fees.

Bill dated October 2, 2015, for $187.84 included the previous balance and one $5.00 late fee.

Bill dated November 2, 2015, for $192.84 included the previous balance and one $5.00 late fee.

Bill dated December 2, 2015, for $197.84 included the previous balance and one $5.00 late fee.

Bill dated January 2, 2016, for 197.84 was the final bill printed and mailed before the account was given to the collection agency.

The bills listed above were all sent by postal mail to the address on file for Mr. *****’s account. We did not receive them as return to sender. We have no record of Mr. ***** reaching out to give us his current address for his final bill, or questioning why he had not received his final bill. After a standard period of time our Financial Services Department will close the account and send to a third party collection agency.

I apologize for any frustration this situation may have caused Mr. *****. I hope the information supplied will help Mr. ***** with a clearer understanding of the process which resulted in the account going to a collection agency. The account balance of $197.84 would need to be brought to zero to keep it from being returned to the collection agency.

Thank you for your time and consideration in this matter. Should Mr. ***** have additional questions, he may contact our Customer Service Department at (************.

Sincerely,

****** R.

Customer Resolution Support

U.S. Cellular®

2/3/2016 Problems with Product/Service
2/2/2016 Problems with Product/Service
2/2/2016 Problems with Product/Service
2/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I have done business with u.s cellular since 2009. This last fall they quoted me a price for 160.00 plus taxes on my bill. The bill should run 180.00. My bill is running about 222.00. That is 42.00 more a month. They have no notes with the price that was quoted. I have had a lot of problems with them in the past. They never notate what they say. Unless its something to their advantage. I either want 40.00 a month knocked off of my bill. Or I want to be able to get out of the contract free and clear. I am so sick of them and their billing. Also, the promotions they are offering new customers is completely unreal. Its really unfair to those of us who have done business with them for many years.

Desired Settlement: I want 40.00 a month knocked off of my bill or I want free and clear out of the contract.

Business Response:

January 21st, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name:  ****** ********

U.S. Cellular Account Number:  *********

Thank you for contacting us in regards to the above account.  We are in receipt of Ms. ********’s complaint, wherein she states that last fall she was quoted a price of $160.00 before taxes and fees, and her total should be approximately $180.00 per month.  She states that her current bills are approximately $222.00 per month, and that the price she was quoted was not notated on her account.  Ms. ******** states that the discounts offered to new customers are unfair, and she requests that her bill be lowered by $40.00 per month, or that she be allowed to cancel her account without fees.

U.S. Cellular knows that every penny counts these days, so I can understand Ms. ******** seeking to lower her monthly statement.  I have reviewed Ms. ********’s account, and I hope that she will find my information helpful.

Ms. ******** changed to our Shared Connect 10 gigabyte plan on December 16th, 2014.  The cost of the plan at that time was $90.00 for 10 gigabytes of data, and $40.00 per smartphone connection.  Ms. ******** received a discount of $30.00 for her line ending in ****, and also received a 100% discount on her line ending in 9511.  This 100% discount was good for 12 months, and the total for Ms. ********’s plan, before taxes, fees, and optional services, came to $140.00 per month.

On November 6th, 2015, Ms. ******** spoke with us, and we advised her that the 100% discount on her line ending in **** would expire in December 2015.  During this interaction, Ms. ******** switched her plan to the newer version of our 10 gigabyte Shared Connect plan.  The cost for this newer version was $70.00 for 10 gigabytes of data, and $40.00 per smartphone line.  The discount for Ms. ********’s line ending in **** switched from $30.00 to $25.00 per month, and at that time, she still received a 100% discount on her line ending in 9511.  The new cost for her plan, before taxes, fees, and optional services, came to $125.00 per month.

On November 20th, 2015, Ms. ******** financed a new ******* ****** * * **** on her line ending in ****, and moved that device to her line ending in 9511.  On December 17th, 2015, the 100% discount on Ms. ********’s line ending in **** expired.  The new total for Ms. ********’s plan, before taxes, fees, and optional services, breaks down as follows:

10 Gigabytes = $70.00

Line 3031 - Smartphone Connection = $40.00

Line **** - Smartphone Connection = $40.00 - $25.00 discount = $15.00

Retail Installment Payment = $24.95

Line **** - Smartphone Connection = $40.00

Total = $189.95

In addition to her data plan and three lines of service, Ms. ******** has added Device Protection to her line ending in 9511, which is $8.99 per month.  She also uses our Data Controls service, which is $2.99 per month.  These two additional services bring Ms. ********’s total, before taxes and fees, to $201.93.

Each of Ms. ********’s price plan changes is clearly noted in her account, including our advising Ms. ******** of the expiration date for her 100% discount on her line ending in 9511.  When Ms. ******** changed her plan in December of 2014, we made a special offer to her so that she could have one of her lines for free for 12 months.  This type of offer was made available to her, as she has been with us for a long time.  As we grow our business, we often make offers available to attract new customers.  Some of these offers are available only to new customers, and some are available to new and existing customers.  Competition between carriers increases the need for these types of offers, and also increases the frequency at which we revise our existing plans to ensure that our customers are receiving the best value we can offer.

We certainly do not want to lose Ms. ******** as a customer, however there are no additional discounts available for her lines at this time.  Should Ms. ******** wish to cancel her service, the Early Termination Fees, as well as the payoff amount for her financed device, would be valid.

I sincerely appreciate the opportunity to review Ms. ********’s account, and provide information that I hope is helpful to her.  Should Ms. ******** have any additional questions, she may contact our Customer Service Department by dialing (**** ********.

Sincerely,

***** W.

Customer Resolution Support

U.S. Cellular

Consumer Response:


Complaint: 1109287
I am rejecting this response because: Yes, US cellular gave me a discount for a year. I am very thankful for that. Yes I did get a financed phone for my son because he broke his. I told them that I couldn't afford an additional 25.00 charge. They told me that I wouldn't notice a difference because they would take 25.00 off the data. It is something they are offering with a device payout. I specifically told them my discount was expiring, and need to know the price of plan. They told me 160.00 prior to taxes they changed up my plan. They are not being comparible to other carries. Right now they are offering 4 lines with data for 140.00 for new customers. *******, and *** offer deals substantially lower than that. They get you lured in and then they raise the price. It is so expensive to get out of contract that you are kinda stuck. I'm looking at 350.00 a piece for two lines and 529.00 for another.. If they can offer

 

 

that promo to new customers. They can offer it to old faithful ones..

Sincerely,

****** ********

Business Response:

January 23rd, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name:  ****** ********

U.S. Cellular Account Number:  *********

Thank you for contacting us in regards to the above account.  We are in receipt of Ms. ********’s rebuttal wherein she states that she is aware of her one year discount, and that she financed a device, however she states that she was told the financing charge would be balanced by a discount on her data.  She states that she was told that her plan would be $160.00 before taxes, and feels that we have lured her in only to raise our price.  Ms. ******** further states that we are offering 4 lines with data for $140.00 to new customers, and that this pricing should be made available to her.

I regret that Ms. ******** is under the impression that we would attempt to coerce customers into signing up for plans or services which they do not want or cannot afford, and then change the pricing to make it difficult for them to pay.  This type of practice would not benefit our company or our customers in any way. 

As previously stated, we informed Ms. ******** on December 16th, 2014, that her plan would be $140.00 per month before taxes and fees.  On November 6th, 2015, we advised Ms. ******** that her new plan would be $125.00 per month, before taxes and fees, and including her free connection promotion which would soon expire. 

The retail installment payment on Ms. ********’s line ending in **** is $24.95, which is balanced by the $25.00 line discount she is receiving for her line.  The free connection promotion which Ms. ******** had on her line ending in **** was a 12 month promotion, and we made every attempt to ensure that Ms. ******** was aware that it would expire, and that this would change the price of her plan.

I understand that Ms. ******** does not wish to pay more than necessary for her service, however, our pricing is clear, and we have made Ms. ******** aware of the changes she will see on her statement each time she has made a change to her plan.

At this time, we are not offering any promotion for new customers which is $140.00.  Our current promotion is a 6 gigabyte data package for $40.00, which is available to new and current customers.  This promotional price is currently $20.00 cheaper than the ******* plan of the same size.  If Ms. ******** would like to move to this plan, which is smaller than the current package she has, she may do so at any time during the promotion.

I sincerely appreciate the opportunity to review Ms. ********’s account, and provide information that I hope is helpful to her.  Should Ms. ******** have any additional questions, she may contact our Customer Service Department by dialing (**** ********.

Sincerely,

***** W.

Customer Resolution Support

U.S. Cellular

2/1/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service
1/30/2016 Problems with Product/Service
1/30/2016 Problems with Product/Service
1/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When a payment arrangement is set up almost every time I'm told by the reps that I miss understood and that it is something else. Then they try to muscle me into paying now. Also the bill continues to get higher and higher and my usage is the same

Desired Settlement: I would like for US Cellular to just adjust the payment arrangement so that we can move forward. I would like my services restored. don't want to be forced to move to another company

Business Response: January 18, 2016

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006 
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name:  Dale Harvill 
U.S. Cellular Account Number:  N/A

Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Mr. ********* correspondence. Mr. ******* is requesting that his payment arrangement be adjusted and that we restore his service.  He also has questions about why his bill is higher than normal.  

I understand that it is frustrating when cellular service has been suspended and when there are unexpected charges on the bill.  We certainly want to be able to address Mr. ********* concerns.  

I regret that after review that we found that Mr. ******* has not provided the correct information to be verified on the account.  We must have the correct name and address, phone number, or account number to be able to open the account and review his concerns. Because we value the security of our customers’ information, we will require Mr. ******* to contact U.S. Cellular again. He may do this via the Better Business Bureau or by contacting our Customer Service Department directly at 1-888-944-9400 or 611 from his U.S. Cellular phone. We apologize for any inconvenience this may cause and we look forward to working with Mr. ******* to help resolve this matter.

Sincerely,

Betty P. 
Customer Resolution Support
U.S. Cellular® 

1/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went to US Cell in Tulsa OK at the Tulsa Hills location back in November 2015 to upgrade my phone from an iPhone 6 to another iPhone 6 with more memory. First off I should've Artie had the iPhone 6 with more memory because that's what I told when I bought the first one however it wasn't so I had to wait to upgrade to the other one for more memory. On top of that when I went in to the store she offer me two tablets to my plan for an additional 20 bucks a month for the tablets and for the first three months my gigabytes would be more. Well it's now January and I'm being charged for the tablets the activation fees. I was also told that all my phones and tablets had a data blockage on them to where I can't go over my data, however I went over my data. I am also being charge for a phone case that I shouldn't be charge for because the points I've had on my account. With all these hidden fees and everything else you guys added to my bill it has made over $1000 I made arrangements to pay them $300 yesterday and weekly payments I was denied because of an arrangement that was already arranged that was broken however I didn't make an arrangement to pay the whole balance. What is the point in a payment arrangement if the payment arrangement was made for the whole balance? I now have two iPhones and two tablets on a plan that has been shut off because somebody didn't want to inform me of all the hidden fees activation fees and the cost of the tablets had I known I was going to be charge for one I wouldn't of gotten them. I want my service turn back on and I want to be able to make a payment arrangement that is something that I can pay or you can take all the ***** back take it off my account and I'll just pay the monthly payment and my new phone: when I called yesterday to speak to somebody about the options that I can do not one person was nice to me except for I believe his name was Donnie. And I ran out of room to let you know the rest

Desired Settlement: I want my Service turn back on and I don't want to be charge for these **** tablets

Business Response:

January 18, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name:  Jennifer L. ******

U.S. Cellular Account Number:  Not Provided

Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Ms. ******** correspondence in which she states she purchased a new phone, two tablets, a case with rewards points, and added a data blockage so she couldn’t go over her data.  Her bill is over $1000 and she was denied arrangements because of a broken payment arrangement.  Ms. ****** would like for her services to be turned back on and she does not want to be charged for her tablets. 

We are truly sorry for any frustration this situation has caused.  Ms. ****** states her rewards points should have covered the case she purchased.  U.S. Cellular began to phase out our rewards program in early 2015 and ended our rewards points program on September 1st, 2015.  Rewards points were not available to Ms. ****** in November to purchase a case.

Please know it is never our intention to hide any charges or activation fees from a customer.  Our activation fees are printed on each service agreement that must be signed.  In regards to our data blocking service, we offer data usage controls that will prevent new data sessions once a specified limit has reached our system.  We will not interrupt a customer in the middle of a data session so there is the possibility of overage.  The usage controls are intended to minimize overage, not completely prevent it. 

We have reviewed Ms. ******** concerns. Because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in her submission.

Please advise Ms. ****** to resubmit this complaint with the information requested above and we will be happy to address her concern at that time.  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,

Amy C.

Customer Resolution Support

U.S. Cellular®

Business Response:

January 18, 2016

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name:  Jennifer L. ******

U.S. Cellular Account Number:  Not Provided

Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Ms. ******** correspondence in which she states she purchased a new phone, two tablets, a case with rewards points, and added a data blockage so she couldn’t go over her data.  Her bill is over $1000 and she was denied arrangements because of a broken payment arrangement.  Ms. ****** would like for her services to be turned back on and she does not want to be charged for her tablets. 

We are truly sorry for any frustration this situation has caused.  Ms. ****** states her rewards points should have covered the case she purchased.  U.S. Cellular began to phase out our rewards program in early 2015 and ended our rewards points program on September 1st, 2015.  Rewards points were not available to Ms. ****** in November to purchase a case.

Please know it is never our intention to hide any charges or activation fees from a customer.  Our activation fees are printed on each service agreement that must be signed.  In regards to our data blocking service, we offer data usage controls that will prevent new data sessions once a specified limit has reached our system.  We will not interrupt a customer in the middle of a data session so there is the possibility of overage.  The usage controls are intended to minimize overage, not completely prevent it. 

We have reviewed Ms. ******** concerns. Because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in her submission.

Please advise Ms. ****** to resubmit this complaint with the information requested above and we will be happy to address her concern at that time.  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,

Amy C.

Customer Resolution Support

U.S. Cellular®

1/22/2016 Problems with Product/Service
1/22/2016 Problems with Product/Service
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1/18/2016 Problems with Product/Service
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1/13/2016 Problems with Product/Service
1/13/2016 Problems with Product/Service
1/12/2016 Problems with Product/Service
1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have had an account with US Cellular at least since 2003.Yesterday, 12/24/15, my wife and I went into the US Cellular store in Pittsburg, KS, to purchase a screen protector for my wife's phone. We also briefly looked at a few of their phones on display with the rep who was helping us. He pulled up our account on his computer and began to review our options for discounts and/or free phones, and overall if there was a way to lower the cost of our monthly bill, that has been close to $500 for what we THOUGHT was a total of 2 phones sharing a data package. This rep informed us, that we have been paying $40/month for a THIRD phone number on this account, since 2003---over 13 years! We explained that we had no knowledge of the number he read off, and he told us that there was zero data usage on that third "phone" So, this amounts to more than $6,000.00 they have added on to our already sky high monthly charges. The rep called some associate and handed me the phone. This woman proceeded to tell me that they would not refund ANY of this $6,000+ and then went so far as to press me, trying to convince me not to have them shut off that extra line. This is sickening and they are completely disinterested in refunding money that they took from us for a non-existent phone and a third number we have not known about until yesterday.

Desired Settlement: US Cellular refunds the entire amount we paid them, minimum of $6,480.00 for a third, non-working phone number on the account without our agreement or knowledge of, which is $40/month over the course of greater than 12 years.

Business Response:

 

12/26/15

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

Re: Complaint Number: 11012400

Customer’s Name: Ronald D. Edwards

U.S. Cellular Account Number: 841051230

Thank you for contacting U.S. Cellular in reference to the above account.

I am in receipt of Mr. Edwards’s complaint. I understand that Mr. Edwards is rejecting that a third line 4639 was added to the account in 2003. I understand Mr. Edwards would like reimbursement for the service charges for this line from the start date up to the cancellation of this line on 12/24/15.

I can certainly understand the confusion surrounding this type of situation. I will be happy to provide some further information on the account. I do apologize for the confusion this has caused.

In review of the account history, I am not showing this line was activated on the current account in 2003, I am showing the start-up order for this line under the current account was on 2/17/2011 on the current account. The line was activated with a Samsung Galaxy S4 device. I am showing that we were reached out to in store regarding the customer having more than one account open and wanted to have these account combined. During this interaction, the 3rd line was added to the account. Currently, I show no indication that this was an error on the part of U.S. Cellular®. It shows that all procedures were followed based on the request we received while the customer was in store.

We are unable to provide any adjustments to the amounts billed on the account. These charges have been showing on the billing invoices that we have been sending Mr. Edwards continuously. U.S. Cellular® sends a monthly billing invoice that is receivable via mail or can be viewed online in our Customers’ My Account. It is the consumers’ responsibility to ensure that they are fully reviewing the billing statements for accuracy, and if there are any discrepancies pertaining to the charges, the customer needs to reach out to us immediately to address the situation. Even when a line shows no usage history, we cannot determine if the line is being utilized as an emergency device, backup device, or should not be active on the account without knowledge from the customer. I do apologize, but we cannot currently validate any adjustment requests towards Mr. Edwards’s account.

Should Mr. Edwards have additional questions, he may contact our Customer Service Department at (888)944-9400.

Sincerely,

Chris H.

Customer Resolution Support

U.S. Cellular®

Consumer Response:
Complaint: 11012400

I am rejecting this response because: We did not add a line. In the store, in 2011, we upgraded service on two phones to Samsung galaxy s4. The clerk helping us assured me that there were only two phones on the account, for the only two devices we have, phone numbers ************ and ************. You  had to be fully aware that we had no knowledge of the extra line, as there is not a third phone. This is not an acceptable resolution. It is completely wrong. I have been a loyal customer for many many years, and have numerous friends and 

Sincerely,

Ronald *******

Business Response:

12/31/15

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
 
Re: Complaint Number: ********
Customer’s Name: RONALD *******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account.

I have received Mr. *******’s rebuttal. I understand that Mr. ******* is advising that on the date this line was activated that upgrades were performed on the account.

I will be happy to assist further. We always want to make sure that we are providing the appropriate attention to situations of this nature for our customers and addressing their needs accordingly.

While my understanding is that Mr. ******* has advised this was a mistake during the activation of the new equipment. It is very important for any bill discrepancies be reported immediately. The U.S. Cellular® terms of service agreement includes the following information regarding billing disputes:

YOU MAY SEEK A CREDIT OR REFUND FOR ERRORS IN BILLING FOR UP TO 180 DAYS (OR AS OTHERWISE PROVIDED BY CA LAW FOR
CA CUSTOMERS) AFTER ISSUANCE TO YOU OF THE BILL ON WHICH THE ERROR IS CONTAINED BY CONTACTING U.S. CELLULAR AS
PROVIDED ON YOUR BILL. YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL AND TO BRING, OR PARTICIPATE IN, ANY LEGAL
ACTION RAISING SUCH DISPUTE IF YOU FAIL TO DISPUTE THE CHARGE ON YOUR BILL WITHIN 180 DAYS (OR AS OTHERWISE PROVIDED BY
CA LAW FOR CA CUSTOMERS) AFTER THE ISSUANCE OF THE BILL. WE MAY ALSO BACK BILL YOU FOR ANY ERROR THAT RESULTS IN AN
UNDERBILLING TO YOU WITHIN 180 DAYS OF THE ISSUANCE OF THE BILL THAT SHOULD HAVE REFLECTED THE UNDERBILLED CHARGE.

Based on the Terms of Service agreement Mr. ******* agreed to, I am willing to credit back 6 months of service charges as we will certainly uphold our agreement. This credit amounts to $40.00/month for the line charges + $6.99/month for Device Protection + taxes and federal fees. The total adjustment issued on the account is $297.59, including taxes and federal fees. The new balance on Mr. *******’s account is $139.26
 
Should Mr. ******* have additional questions, he may contact our Customer Service Department at (888)944-9400.
 

Sincerely,

Chris H.
Customer Resolution Support
U.S. Cellular®

Tell us why here...

1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have automatic payments set up to pay for my prepaid phone service. I have never had an issue with a company taking out money if a payment was posted before the due date of the automatic payment, however US Cellular not only did this (I made a payment on my due date this month December 2015), but they also were not very helpful when I called in to get the issue resolved. They took money from me without notifing me, even though I do have the agreement to be informed either by mail, SMS message or both, but they did so in the middle of a billing period, AFTER I had already paid for their service and 10 DAYS PRIOR to the agreed upon date in my contract. This is not only causing issues with my trust in US Cellular, but it is also now causing problems for bills that I have to have paid by the 29th of December, 2015 (and it is currently 26th Decembe, 2015) and I risk now the possibility of having other services shut off (example: house utilities and internet services, which will be TWICE as much money to be re-activated an paid for, including late fees and back balances) and having to go through the process of getting loaned money. It may seem like something insignificant because it is only $50, however being someone of the lower-middle class that $50 was an important peg in trying to make ends meet that they have effectively dismantled. To make matters worse, they were very non-chalant about my issue and did not even help me the first time I called, and the second time they were generally disingenuous and and rude.

Desired Settlement: A complete refund of the dollar amount and an apology for not only the poor customer service, but the whole ordeal in general. This has caused quite a bit of stress and frustration.

Business Response:

December 28, 2015

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number:********

Customer’s Name: Noelle *****

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We have received Ms. *****’s complaint in regards to the poor customer service she received when she called and the refund that she is requesting.  I do apologize that Ms. ***** did not receive superior customer service when she called about her account.  That is not what we expect from our associates when they are assisting customers; we never want our customers to feel as though they are unimportant and we certainly never intend to cause stress and frustration.  I understand how Ms. ***** feels and I will be glad to provide additional information about the account. 

Ms. ***** does have automatic payment set up on her account which is set to take out the payment of $48.61 on the 12th of each month.  The first payment was taken out on November 12th.   When the automated system tried to take out the next payment early in the morning on December 12th, the payment failed.  This caused the account to suspend and we continued to try to take a payment until one was successful around 11:44 A.M. on that day.  Ms. ***** should have received email and or text alerts about those payments since she has that set up on her My Account automatic payment settings. 

We then show that a one-time manual payment for $48.61 was made on 12/23 and posted to the account on 12/24.  That payment was not done by the My Account automated system; it is a payment that was made by someone calling our automated phone service and manually making a payment or by someone manually making a payment on the My Account page.  We have no way of knowing why Ms. *****, or someone with access to her account information,  chose to make a manual payment at that time since no payment was due until January 12th

We spoke with Ms. ***** on the 26th and at that time we filed a ticket to have the credit on the account of $48.61 refunded to her card.  Since that was over the holiday weekend, we told her that the ticket would not be worked until today.  That ticket has been worked and the credit for $48.61 has been sent back to her card holder.  Since that goes back to the card holder to reapply to the card, the card holder now determines how long it takes for the money to be back on her card.  It can take from 3 – 10 business days for it to be reapplied by the bank.  She will want to check with her card holder to find out how quickly they will put the money back in her account. 

Once again, I apologize for the frustration and inconvenience that this has caused for Ms. *****.  We certainly appreciate her business and we are here to help her in any way that we can.  Should Ms. *****  have additional questions, she may contact our Customer Service Department at (888)944-9400.

Sincerely,

Betty P

Customer Resolution Support

U.S. Cellular®

Consumer Response:


Complaint: ********

I am rejecting this response because:

I have my credit card records with Capital One showing that I made a manual payment with my credit card On Sunday, December 13th, 2015, and the payment posted on December 13th, 2014. Nobody called and made a "manual payment" on Christmas Eve because I was with family and my phone bill was already paid. Something has gone wrong with your system and because of it I have to endure the flak. 3-10 business days is an unacceptable time frame for my money to be returned to me for something that was 100% a mess up on US Cellular's end. 

Not only do I have my credit card statements showing that I did in fact make that manual payment, but I have phone records to prove that nobody made a call either from my cellular device nor my home phone to US Cellular to make any sort of payment. I am led to believe that someone on your end tried to pull the money again, 10 days after renewel of my service and 19 days before another automatic payment was due to happen. I would like a proper explination for why this happened, and how this is to be resolved.

Sincerely,

Noelle *****

Business Response:

December 31, 2015

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                                    

Re: Complaint Number: ********

Customer’s Name: Noelle *****

U.S. Cellular Account Number: *********

Thank you for getting back in touch with us. I would like to take this opportunity to apologize for any additional frustration this situation has caused. It is never our intent to make life more difficult for our customer but rather quite the contrary.

The time frame needed to return money to a credit/debit card is not solely dependent on U.S. Cellular®. When payment is to be returned against a credit/debit card there are other factors that go into place such as credit card processors redirecting the credit, the banks acceptance of the request, the processor letting us know the request has been accepted/denied, then actually sending the fund to the bank. It’s not just a cut and dry matter of returning funds to an account. The request was processed on the 28th of December and if the funds have not been returned as of yet they should be very soon.

During this matter we have worked closely with our Payment Control team for the information provided. Our records indicate the payment made for the 23rd was not completed as part of an automatic payment. Due to the shortage of notes on the account for that day the best conclusion we can arrive to is it was made through the automated phone system. We do not have any additional information regarding this payment. The only steps what would prompt us to process a payment would be an automatic payment or someone manually making a payment.

Again, I would like to apologize on behalf of U.S. Cellular for any stress Noelle experienced caused by this situation. If at any time Noelle has any additional questions or concerns, our hope is there is no hesitation to contact the Customer Service Team with U.S. Cellular® by dialing 611 from a U.S. Cellular mobile phone or by dialing 888-944-9400 from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you.    

Sincerely,

Thom D.

Customer Resolution Tell us why here...

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1/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had US Cellular and lost the phone that we were using. Because there are no US Cellular stores in our area we ended up going with another carrier. Over the course of 4-5 months we have tried to cancel our US Cellular service because we don't have a phone and there are no US Cellular stores in our area. Each time they either disconnected the call or just flat out wouldn't speak to us. Over the last 4-5 months we had to pay them over $500 because they refused to speak with us so we could cancel the service. After finally getting through to a supervisor (Ben S.)he did help and we were finally able to get the account cancelled. Obviously this wasn't until we had paid an additional $500 for NO service. This is an unacceptable business practice and under no circumstances should this company be allowed to do this!!! All the while holding our credit as hostage.

Desired Settlement: This company should #1 issue an apology and #2 refund at least a portion of the money paid for no service and refusing to cancel the service.

Business Response:

12/29/2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
 
Re: Complaint Number: ********
Customer’s Name: Samantha *******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account.

I am in receipt of Ms. *******’s complaint. I understand Ms. ******* has advised that she had lost the device she was using and due to being out of range of any U.S. Cellular® stores, had decided to switch to another provider for cellular services. Ms. ******* states that over the course of 4-5 months, there were attempts made to cancel the service. She states that each time we either disconnected the call or we would not speak with her.

I can understand the frustration this type of situation and will be more than happy to review the account history to get a better understanding of what has happened and provide some further information.

In review of the documentation on the account, I see the initial issue began when we received a call on 4/26/15 regarding the device having been damaged. During this interaction, we were advised that she had recently moved but were denied the opportunity to put her in touch with our Solutions Consultants (our cancellation department) due to the customer not having time to speak with them.

The next interaction was on 5/17/15 in which there was a credit card payment processed on the account. There are no notations regarding any cancellation requests in this interaction.

On 10/14/15 Ms. ******* reached out to our Financial Services Department and processed a payment. During this interaction, there was a request to cancel and the notations show that our Financial Services had transferred Ms. ******* to our Solutions Consultants Department as our Financial Services has no ability to cancel lines. I have no notations from our Solutions Consultants Department that the call ever reached their department. Therefore the cancellation did not get processed during this interaction.

The last interaction was on 12/28/15 in which Ms. *******, contacted us and requested a Supervisor. During this interaction, she spoke with Ben who completed the request for cancellation and advised of  the release of deposits and the Early Termination Fee  for cancelling the service.

We have reviewed Ms. *******’s complaint.

Based upon the account history, I show no follow ups from Ms. ******* regarding the requests to cancel the account as stated. As a company, we never decline to cancel any customers’ services. We may attempt to offer alternative options to retain services. Any accidental disconnects during transfer, would not be intentional to avoid the cancellation process as there would be no impact to the associate performing the transfer to the Solutions Consultants Department.

In any events in which a call may be dropped during transfer, we would expect the customer to contact us back as soon as possible to ensure that their requests and needs are fully met. The only situation in which we would decline any cancellation is in the event that a customer cannot properly validate their credentials for us to access the account via phone. In a situation like this, the customer would need to go to the store with government issued photo identification to process any requests. There is no documentation that this type of situation occurred. Currently, all charges are valid balances owed to U.S. Cellular®. I certainly apologize for any inconvenience this has caused. We would have certainly expected Ms. ******* to follow up with us as bills were still generating and being sent. No adjustments are able to be processed on Ms. *******'s account.

Should Ms. ******* have additional questions, she may contact our Customer Service Department at (888)944-9400.
 

Sincerely,

Chris H.
Customer Resolution Support
U.S. Cellular®

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12/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account has been messed up for 2 1/2 years. I have had to go in to my local US cellular on numerous occasions to have the issues resolved. Finally after this long they want to tell me that the problem is resolved. So now I'm just supposed to trust that it's all fine and dandy. Ive had a lot of credit put on my account for mistakes they made but now when they say it's fixed I'm just supposed to say OK cool. A customer should not have watch their account month after month for this long making sure everything is still ok. l should get some credit for having to deal with it this long. I'm to the point where now I don't care what happens to my service. Shut it off I don't care. Then I will just contact my lawyer to deal with the matter.There is such a long list of issues with my account that I wish I could just wipe the slate clean and start over but they tell me that's not possible. Well I guess we will have to see what's possible after this complaint. I guess l should have filed a complaint every time someone told me my account was resolved and it wasn't. Your complaint list would be over double what it is now I'm sure. l have installments to pay on 2 phones & contracts also. Im told i would have to payout the installments and contract fees or basically wait until my installments and contract is done. So in other words I'm screwed. l will have to check my account for the remaing time to make sure nothing is messed up...every month! And I get nothing. Thanks a lot US CELLULAR!

Desired Settlement: I would like to have some credit every month for the remainder of my contract and my account brought current. OR ideally I would like to close my account and get charged nothing because I cant trust it's fixed for good. I need something for having to deal with all this.

Business Response:

December 29, 2015

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: Lanette **********

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account.  I am in receipt of Ms. **********’ complaint regarding her account with U.S. Cellular.  Ms. ********** states that her account has not been correct for the past two and one half years and that she has had to call in every month to get her issues corrected.  She also noted that she has received multiple credits applied to her account due to the issues she has experienced.  Ms. ********** mentioned that she was informed that the issues have been corrected and she is concerned that they are not.  Her complaint states that she has two phones on payment plans and that U.S. Cellular informed her that in order to cancel her account she would be required to pay off the remaining amount for the phones in a lump sum or wait until the phones were paid off via her monthly statement.  Ms. ********** is requesting credits every month for the remainder of her contract time and also have her account brought current or she is requesting to cancel her account with no fees as she feels she cannot trust that her issues have been resolved.  Ms. ********** feels that she should receive credits for her time in dealing with the issues that she has been experiencing.

I regret to hear that Ms. ********** has experienced such frustration in dealing with her account with U.S. Cellular.  It is never our intention to cause any undue stress for our customers.  Ms. ********** has been a valued member of our U.S. Cellular family for more than 4 years and I hate to hear that she feels that we have not treated her fairly.  I would be pleased to review Ms. ********** account and provide information that I hope she finds helpful.

Upon review of the account, I found that Ms. ********** has been with U.S. Cellular since December 2, 2011.  She currently has five active lines on her account.  The most recent two lines were just added in August of this year, 2015.

Ms. ********** states that there are too many individual issues that she was not able to list them all.  In Ms. ********** complaint, she stated that she has received multiple credits for the issues that she has experienced.  Upon review of the account, I show that in the last two years, Ms. ********** has received over $1,600.00 in credits to her account.  If a customer has experienced a billing error, U.S. Cellular will make any and all appropriated credits to correct the error.  Ms. ********** has received all the appropriate credits for the issues regarding her account.  Most recently, U.S. Cellular waived Ms. ********** entire bill amount of $470.65.  In addition, a payment of $156.45 was received on August 14, 2015 and a payment of $43.36 on November 18.  Our records indicate that no payments were received in September, October, or December.  Currently, Ms. **********’ account past due in the amount of $709.43.  I do show that she has a payment arrangement with our Financial Services Department for the full past due amount to be paid by December 30, 2015 or the account will be suspended for non-payment.

Ms. ********** is requesting credits every month for the remainder of her contract time and also wanting her account brought current or she is requesting to cancel her account with no fees as she feels she cannot trust that her issues have been resolved.  Ms. ********** feels that she should receive credits for her time in dealing with the issues that she has been experiencing.  As noted above, Ms. ********** has received the appropriate credits for the issues that she had experienced.  At this time, I am unable to apply any further credits to Ms. ********** account.

Should Ms. ********** have additional questions, she may contact our Customer Service Department at (888)944-9400.

Sincerely,

Mary H.

Customer Resolution Support

U.S. Cellular®

Consumer Response:


Complaint: ********

I am rejecting this response because:

I think it is absolutely unacceptable that a customer has to deal with an issue for over 2 years before anything gets resolved. Us cellular claims I received over $1600 in credits in 2 years but they fail to mention why those credits needed to be made. Most of the credits were because of billing issues as a direct result of the original mistake that has taken this long to fix. It has been extremely stressful having to go in to my local store and wait for hours dealing with these issues. I have had to do more than just basic monitoring of my account. It has been a constant battle with my local store, customer service, customer relations, managers, etc. And all you can say is "its fixed now so you're all good." What about everything I've had to go through to get to this point? It's not like I've been impatient or rude with anyone. A customer should not have to monitor their account in such a way that that much time needs spent on the phone and in the store with us cellular employees. All I'm asking for is a little sympathy? Put yourself in my exact situation? Would you feel like continuing service and paying a company if you were having all these issues? I bet not once did anyone go back and read every single note on the account because it would take hours. I'm sure you see all the credits and think WOW, she hasn't hardly paid anything. Well I have paid my bill when it has been due. But I got to the point where the frustration has exceeded what I can handle. I feel as though your company is responsible for the stress caused from all the issues I've had with this account. I dint only use my phone for personal use. I'm self employed and I rely on my service but when I have to deal with all this the only thing I want to do is wash my hands of it all.

Sincerely,

Lanette **********

12/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Extra charges and promises were false. and people who are not available to resolve the problems their workers are wrong

Desired Settlement: to remove the extra charges Seme I will cancel the contract they gave me

Business Response:

December 30th, 2015

Better Business Bureau of Chicago

Attention: BBB Customer Relations Advocate

330 N Wabash Avenue Suite 2006

Chicago, IL 60611

                                       

Re: Complaint Number: ********

Customer’s Name: Ma Soledad Diaz *********

U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. *********’s complaint in which she states that she has extra charges on her bill that she was not aware of, in addition to receiving some false promises in regards to those charges.  In her desired settlement, Ms. ********* wishes to remove “extra charges.”

We certainly hate to hear of any issues with billing that caused Ms. ********* to choose to dispute her billing with the Better Business Bureau.  In review of the account, I do see that we have been very upfront with Ms. ********* in regards to her billing with not only the information that was printed out on her contract when her services began on October 22nd, but as well in follow-ups with Ms. *********.

In further review of Ms. *********’s account, I see in her last few interactions with our Customer Service team, she was disputing the activation fee of $40.00 per line for her three phones that were purchased at a discounted price, in addition to the 25.00 activation fee per line for her two phones that were purchased with a Retail Installment Contract. 

These charges were detailed on her first bill that was due on December 22nd, 2015.  These disputed charges were listed on the contracts on the five lines that Ms. ********* signed on October 22nd when she began service with us.  In speaking with the retail sales manager who assisted Ms. ********* in setting up her account, these fees were verbally advised as well at the point of sale to once again inform Ms. ********* that these one-time fees would show on her first bill.

We certainly understand how frustrating that it can be when you receive a bill that is higher than expected and we take these types of things into consideration if a customer has issues. I do see that Serenity, the sales manager of our Machesney Park, IL retail location, credited Ms. *********’s account for the amount of $39.87 on December 28th.  In addition, our Customer Service team waived two Device Activation Fees and the late fee on Ms. *********’s account on December 28th as well, which totaled a credit of $85.00. 

Even though these charges were detailed on the contracts that Ms. ********* signed on October 22nd, as well as verbally reinforced during the point of sale, we did waive a total of $124.87 of valid charges and fees off of Ms. *********’s account as a courtesy in order to assist her with any financial hardship she felt when she received her bill.

We have reviewed Ms. *********’s complaint. It is not clear which charges she is disputing in her complaint with U.S. Cellular, however in review of her account, I see that she had a dispute with the activation fees that were billed to her account upon the start of service on October 22nd, 2015.  While we understand that no one wants to pay additional fees if they do not have to, Ms. ********* was not only verbally informed of these fees as the point of sale, but she also signed a contract that detailed acknowledgement of these charges as well. 

Ms. ********* has already talked with our Financial Services team in order to set up a payment extension on the past due balance of $841.45 to be paid on January 8th, 2016.  Since there was no clear explanation in Ms. *********’s which detailed the exact charges that she is disputing on this bill, we consider this matter resolved at this time.

Should Ms. ********* have additional questions, she may contact our Customer Service Department at (888)944-9400.

Sincerely,

Shannon C

Customer Resolution Support

U.S. Cellular®

Consumer Response:
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,

Ma Soledad Diaz *********

12/29/2015 Problems with Product/Service
12/29/2015 Problems with Product/Service
12/29/2015 Problems with Product/Service
12/29/2015 Problems with Product/Service
12/29/2015 Problems with Product/Service
12/29/2015 Problems with Product/Service
12/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: U.S Cellular has a real issue with their billing practices. I have been into this store several times and apparently resolved the problem -by paying an exorbitant price to keep our phones active, only to have the same thing happen again. I have paid for the month in advance but always seem to be billed for twice the amount we are contracted to pay. For instance, I paid over 500.00 at the end of October 2015 and was told my next payment wouldn't be due again until December 3, 2015 for our regularly contracted price (usually in the amount of around $225.00 per month for TWO cell phones and Ipads with limited data). I understand that I am two weeks late but now for some reason the bill is again $551.00. I've paid what was due on 12-3 (224.00 for one month) and should not be billed again until beginning of January 2016. I do not understand, why, once again, I'm being billed for this exorbitant amount. I have tried to contact U.S. Cellular but I'm not able to speak with a live person no matter which store I call. I have gone to the U S Cellular store in person as recently as October 31, 2015. This store is particularly adept at talking in circles. Every time I pay the COMPLETE balance as quoted by the sales representative, I get another bill 3-4 weeks later amounting to over $500.00. I'd like to know how this is possible when we are contracted to pay less than 200.00 per month. I would NEVER even refer my worst enemy to U S Cellular.

Desired Settlement: I would like this bill straightened out and I believe that we have a credit to be paid back or at least some months free of charge.

Business Response: December 18, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name:  Timothy S *******
U.S. Cellular Account Number:  *********


Thank you for contacting U.S. Cellular in reference to the above account.  I am in receipt of Mr. *******’s complaint in which he states that he as concerns about U.S. Cellular’s billing practices and that he feels he is paying more than he should be each month in order to keep his service active.  Mr. ******* also states that he has tried to call multiple stores and is not able to speak with a live person no matter which store he calls.  Mr. ******* states that his desired resolution is to have his bill straightened out and a credit applied to his account.

I can certainly understand Mr. *******’s concerns.  We always want to make sure our customers are billed correctly and that they understand the charges on their accounts.  I appreciate this opportunity to assist in this matter today.

Upon reviewing the account, I see that Mr. ******* often carries a past due balance forward from month to month.  Mr. *******’s bill begins printing each month on the first day of his bill cycle which is the 20th or each month.  Since the payments are being made after the next bill has printed, this results in a larger amount being reflected on the bill.  Mr. *******’s monthly charges for his plan are $198.02 + tax each month.  Since the payments are regularly made late, there is often a $5 late fee.  After tax the normal monthly charge is approximately $220.22 per month. Below, I have included a detailed breakdown of the monthly charges for Mr. *******’s account and the payments made each month since August 20, 2015 which is the last bill to print without a past due balance. 

Monthly Charges
August 20, 2015 – $224.11 due 9/14/15
September 20, 2015 – $220.26 due 10/15/15
October 20,  2015 – $220.22 due 11/14/15
November 20, 2015 – $332.35 due 12/15/15 (this balance is higher due to Restore fees of $25 + tax per line that resulted in an interruption in service on 10/24/15 due to a past due balance).
Total Billed between 8/20/15 and 11/20/15 – $996.94

Payments Made
October 16, 2015 - $220.26 (for September 20, 2015 charges due 10/15/15)
October 24, 2015 - $224.11 (for August 20, 2015 charges due 9/14/15)
December 16, 2015 - $224.11 (for October 20, 2015 charges due 11/14/14)
Total Paid between 8/20/15 and 12/16/15 - $668.48

Credit applied 12/4/15 - $1.26

Total Remaining Balance - $327.20 Due 12/15/15 (Currently Past Due)

Upon reviewing the total monthly charges and each payment that has been made, we see that Mr. ******* is being billed correctly each month and that the current balance due is correct.  The restore fees that were billed are valid fees based on the interruption in service that resulted from the past due balance on the account.  As I mentioned previously if Mr. ******* makes his payment after the next billing statement has printed on the 20th of each month, his balance reflected on the statement will be larger than what is actually currently due. 

In regards to Mr. ******* having difficulty reaching someone to discuss his bill, I cannot say why he is running into that issue unless he is attempting to contact the store outside of normal business hours.  As I mentioned previously, we always want to make sure our customers are billed correctly and understand the charges on their account.  Anytime Mr. ******* has a question about his bill or account balance, he is welcome to contact our Customer Service Department over the phone and we will be happy to address any concerns that he may have.  Our Customer Service Department is available 7 days a week between 6am and 11pm Central Time.  Mr. ******* can reach our Customer Service Department by calling 1(888)944-9400 or 611 from a U.S. Cellular phone. 

We have reviewed Mr. *******’s complaint.  After looking at a detailed break down of the charges and payments on the account, we can confirm that Mr. ******* has been billed correctly and the balance on the account is correct.  I have also provided Mr. ******* with the contact information to call and speak with our Customer Service Department anytime he has questions about his bill or account balance.  I hope that my response helps to ease Mr. Handley’s concerns. 

Should Mr. ******* have additional questions, he may contact our Customer Service Department at (888)944-9400.

Sincerely,

Clayton L.
Customer Resolution Support
U.S. Cellular

12/28/2015 Problems with Product/Service
12/28/2015 Problems with Product/Service
12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am experiencing issues with this business that are compounding. The first issue is cellular service. I am told by the online "Chat" associates that I have good coverage in my area, yet my local store admits there is a dead zone where I live. We can not reliably make or receive calls where I live. I have brought this issue up a number of times with no investigation or solution. Another issue I had was excessive data usage. I used the "chat" feature to get an account review and some info as to why I am using so much data while connected to wi-fi all day. They did not come up with any explanation, other than it was the apps I was using. I was told to get another app to monitor my data usage, or to purchase home internet service from another company- which is not a solution to me getting what I paid for from US Cellular. My most recent issue involves having my service disconnected due to inability to pay overages. I once again contacted "chat" about my bill and the customer service person found some incorrect charges on my bill that were making it exceptionally higher. I was told that I had some warning calls about being disconnected- but for personal safety reasons, I wasn't taking calls when the number came up as "unknown" as it had when they called. I was told I could contact Account Services to work on a payment plan to avoid disconnection and overages. I happened to go into the US Cellular store in Wisconsin Rapids to discuss this plan and I was told don't worry, if I paid on the 15th of December, I wouldn't be disconnected. I was disconnected on the 14th. The "chat" representative told me the store wasn't authorized to do that. I paid $104 today and My Account says I am current. The chat representative I am talking to says I still owe $69.98, which I can not see on My Account. She says I may have my service disconnected again but can't tell me definitively when. My bill says it is due in 18 days.

Desired Settlement: We have resolved to switch our service due to lack of service and the monthly billing errors and charges we do not understand. We would like to be released from any contract with US Cellular due to lack of service in our area. I would like is a refund of the disconnection charges of $50. I was told by the store that I wouldn't be disconnected, and I was. When I talked to customer service on the "chat" feature, I was told to contact "account services" but I was unaware that the store had no power to make the decision to allow me to make a delayed payment. That was an error on their part and a miscommunication of power. I am now told I still owe $69.98, but my account says I am current and my bill isn't due for 18 days. I would like to receive accurate information from all communications from US Cellular so that I am not confused, and then suffer for it.

Business Response: December 17, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name:  ******* *****
U.S. Cellular Account Number:  *********
Account Holder: ****** *****


Thank you for contacting U.S. Cellular in reference to the above account.  I am in receipt of Ms* ******* complaint stating that she has had multiple issues with our company. The first problem she stated she is having is with her cellular service in her area. She states she has been told by a chat representative that she is in a good coverage area but in the store they advised her that she was in a dead zone. The second issue she is having is with the data overages on the account. The final problem she stated she is having is with her services being suspended and restore and having the fees charges to the account. The desired resolution she is seeking is for us to release her from her contract and a refund for the restore fees.

I can understand how each of the situations would be very frustrating for Ms. ***** to deal with. I know that having accurate information is very important to all of our customers. I will be more than happy to review the account and provide more information.

Our documents show that the account has been active since June 5, 2015 and based off our coverage map she is in our best coverage area and she should be getting great service in her area. I did review the account and I don’t see that since she has started service with us that she has contacted us to inform us of any issues with the service beside when she sent us an email on October 15, 2015. During that interaction we advised Ms. ***** that she would need to contact our Technical Support Department to so we could troubleshoot with her since she hadn’t in the past.

Upon review of the account it does show that four out of seven bills have had data overages on it. It shows that as of June 29, 2015 the data plan was changed from an eight gigabyte data plan to a 10 gigabyte data plan. Prior to the change there were data overages on the account. The first set of overages showed on the July 8, 2015 bill. It shows over the past few months the line that has had the majority of the overages on the bills that have had overages came from the -**** line. There was one month where the ***** line used the majority of the data. It shows the -**** line has an iPhone 6 plus and the ***** has a Moto X on it. Ms. ***** sent in an email on October 15, 2015 where she stated both lines were always on Wi-Fi and shouldn’t be using that much data.

In the email response we advised Ms. ***** on different settings in each of the phones that could be utilized to help manage the data on each of the device. We advised that with the iPhone if they had the most up to date version of software that Apple had now added a feature called Wi-Fi assist. With the feature if it is turned on and if the customer is connected to Wi-Fi if the Wi-Fi signal gets weak then it will automatically revert back to the cellular data which could result in higher amounts of data being used. We also advised in the settings of the Moto X that there was a data usage tool that would tell her what applications are pulling the majority of the data and if they got that set they could make the appropriate changes to the usage. Whether it is restricting the background data or making changes in the application itself. We didn’t find any errors in the usage that came from each device. The usage is valid. There were also multiple alerts that came out regarding the data as well. Only on one occasion did we receive any contact about the data overages. We advised there was nothing wrong and advised to either contact our Technical Support Department or visit the local store to see if it was an issue with the device. Unfortunately, I am not sure if any point in time when Ms. ***** was in store if that was brought up so we could connect the device to the diagnostic tool to see if it was an issue with the phone or not and again there is no record of her reaching out to our Technical Support Department as well.

In regards to the restore from suspension fees that were applied to the account because the account got suspended on December 14, 2015 and restored on December 15, 2015 we made multiple attempts to prevent this from happening. She reached out to us November 13, 2015 to question the past due balance on the account. We discussed that with her and she wanted to know about options to change the data plan to a higher package. The package was changed same day but there was no contact with our Financial Services Department to set up any payment arrangements.

Ms. ***** chatted back in with us on December 4, 2015 and we advised her of the past due balance. At that time we informed her that it would be best for her to contact our Financial Services Department to avoid interruption in her service. We also informed her that the last attempt prior to that day that Financial Service tried to contact her was on November 13, 2015 as a courtesy so we could see if she could make a payment then of if she needed payment arrangements. We understand Ms. *****’s concerns with not answering unknown numbers, but the call from our Financial Services Department would have come from ***** ********. It shows that as of December 14, 2015 our Financial Services Department made another attempt to reach out to Ms. *****. We would first make an attempt to the main number on the account and if we do not reach the customer then we will reach out to any other lines on the account.

On December 15, 2015 she chatted back in with our web chat team and was disputing the restore from suspend fees. We advised Ms. ***** that we advised her to reach out to Financial Services to set up payment arrangements not to go into the store, as the store cannot establish or guarantee service when the account is past due. Our web chat associated informed Ms. ***** that the charges would be valid and we would not be able to waive the fees as we had given her multiple options on how to prevent this from happening. She then took to our Social Media page and they offered to waive the restore from suspend fees on the account once they were billed. Since this was promised to Ms. ***** and the charges were pending on the account I have taken care of the charges today. Therefore, she will not see the charges on the next month’s bill.

We have reviewed Ms. *****’s complaint and we have provided her with all the detail on how to prevent the account from being suspend, how to prevent the data overages, and how to get better signal. Unfortunately, Ms. ***** has not reached out to our Technical Support Department when she was advised and she also didn’t reach out to Financial Services Department either. We have provided Ms. ***** with multiple options on how to resolve the problems she has been having; however, Ms. ***** has not taken the appropriate steps to gain her desired resolution. However, we have agreed to waive the restore from suspend fees which has taken place today. As far as being let out of the agreement with us Ms. ***** would have to pay off both phones before she would be released from the agreement.

Should Ms. ***** have additional questions, they may contact our Customer Service Department at (************.

Sincerely,

******** **
Customer Resolution Support
U.S. Cellular

12/28/2015 Problems with Product/Service
12/26/2015 Problems with Product/Service
12/26/2015 Problems with Product/Service
12/26/2015 Problems with Product/Service
12/24/2015 Problems with Product/Service
12/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently went in to a local us cellular store for their promotion of "we will buy out your contract". I had 3 phones and a tablet on contract at a different carrier. I made the change and was informed once I received the final bill from my carrier I could mail or scan the totals to us cellular and they would send me a master card for the total. during the next couple of months I finally got a separated bill on each line as I was instructed to do. finally went to web site only to b informed that you only have 60 days to claim the money which I was never told that ever. so after 2100.00 bucks out of my pocket I am trying to get this resolved and customer service blows me off to another department and they blame the store. tell me oh well sorry nothing we can do u r just out 2100.00 bucks . this was beyond ridiculous , felt like I was suckered by a ad and never given all the info to make the transaction happen. not happy at all and will be leaving them if not resolved quickly. I do not have 2100 to throw away. they do not care either. I feel like they should honor our agreement in the beginning . the only reason I switched was the promo. I would be very careful before falling for this type of ads . they do not tell u everything so they do not have to pay out.

Desired Settlement: refund me the 2100 I am out as a result of their polices and procedures that are not in place to make sure customer service is top priority. I should not have to pay for failure from the store to inform me of the rules nor did I sign off on the rules to acknowledge how the program works

Business Response: December 7, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: Erik ******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ******’s complaint regarding qualifying for the Contract Payoff Promotion we were offering when he started service with US Cellular. Mr. ****** is upset because he feels like he was not given adequate instruction on how to qualify for and submit for the Contract Payoff Reimbursement from his previous carrier. I truly apologize for the inconvenience and frustration Mr. ****** has experienced. I would be happy to review his account and assist him in any way possible.

I contacted our Rebate Team and I was informed that they have not received a submission from Mr. ******. I understand that Mr. ****** may have not submitted the information after being told he was outside of the 60 day time frame for submission.

I definitely want to assist Mr. ****** in receiving his reimbursement. First, Mr. ****** will need to submit his final bill from his previous carrier showing the Early Termination Fees or remaining installments payments from each of the lines he is requesting reimbursement for. Since he is requesting reimbursement for 4 separate lines, he should submit 4 separate submissions. After our Rebate Team receives the submissions, even though they will be denied due to the time frame, we will then be able to escalate the rebates. Our Rebate Team must first receive the submissions though.

Since US Cellular is not currently offering the Contract Payoff Promotion, Mr. ****** will need to speak with our Rebate Team directly in order to submit his information. Mr. ****** can reach our Rebate Team by dialing 1-800-979-8447. They are open from 7:00am-7:00pm Monday-Friday CST. After he has submitted his information or if Mr. ****** experiences any trouble when speaking with our Rebate Team, Mr. ****** should contact Customer Service. He can reach Customer Service either by dialing 611 from his US Cellular phone, by dialing our toll free number 1-888-944-9400 from any phone or he can also send us an e-mail by visiting our website and selecting the Contact Us option.

Once again, I truly apologize for the inconvenience. Should Mr. ****** have any additional questions or concerns, he may contact our Customer Service Department for further assistance.


Sincerely,


Augusta W.
Customer Resolution Support
U.S. Cellular®

Consumer Response:
Complaint: ********

I am rejecting this response because: I have already contacted the rebate center and customer service prior to contacting the bbb and they told me sorry nothing they could do. this happened at both rebate center and customer service so I need a different diffraction to resolve this issue

Sincerely,

Erick ******

Business Response: December 15, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: Erik ******
U.S. Cellular Account Number: *********

Thank you once again for contacting U.S. Cellular in reference to the above account. I understand that Mr. ****** has indicated that he did not accept the resolution provided during my original response. I am sorry that Mr. ****** feels like the solution provided was not adequate. I would be happy to further assist in finding an acceptable solution.

I understand that Mr. ****** states he has already contacted our Rebate Team and feels like he was not offered assistance; however I was unable to find any record of an interaction between our Rebate Team and Mr. ******. I called our Rebate Team again today and the representative I spoke to confirmed that the last interaction regarding Mr. ******’s account they had any record of was my phone call from December 7th.

The representative I spoke with today confirmed that the Rebate Team has never received a submission for the Contract Payoff Promotion from Mr. ******. He also verified that Mr. ****** may still submit his information for the Contract Payoff Promotion through our Rebate Team, even though the time frame for the promotion has now passed and the submission would be denied due to this. Before I would be able to escalate and override the denial of the promotion, Mr. ****** must first submit the information for the promotion.

Since US Cellular is not currently offering the Contract Payoff Promotion, Mr. ****** will need to speak with our Rebate Team directly in order to submit his information. Mr. ****** can reach our Rebate Team by dialing 1-800-979-8447. They are open from 7:00am-7:00pm Monday-Friday CST. After he has submitted his information or if Mr. ****** experiences any trouble when speaking with our Rebate Team, Mr. ****** should contact Customer Service. He can reach Customer Service either by dialing 611 from his US Cellular phone, by dialing our toll free number 1-888-944-9400 from any phone or he can also send us an e-mail by visiting our website and selecting the Contact Us option.

If Mr. ****** refuses to contact our Rebate Team, and would prefer to receive a credit for this issue, we can apply a credit however we cannot apply a credit for the full amount Mr. ****** claims he would have qualified for under the Contract Payoff Promotion. I could apply a credit of $300 to Mr. ******’s account if he would prefer to receive a credit as opposed to a reimbursement. If Mr. ****** would prefer to be reimbursed for the amount he claims to have qualified for he must contact our Rebate Team and submit his information.

Once again, I truly apologize for the inconvenience. I hope I have succeeded in explaining the options available to Mr. ******. Should Mr. ****** have any additional questions or concerns, he may contact our Customer Service Department for further assistance.


Sincerely,


Augusta W.
Customer Resolution Support
U.S. Cellular®

12/24/2015 Problems with Product/Service
12/22/2015 Problems with Product/Service
12/22/2015 Problems with Product/Service
12/22/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I switched to US Cellular from ****** with the promotion that my ETF (early termination fee) from ****** would be waived (payed off by US Cell) if I switched and purchased a new phone. I chatted online with a US Cell representative and asked for any and all relevant information and was pleased with what I got. I went into the store and the switch seemed easy, I asked more questions and bought a new phone and was assured I would get my account credit (via a prepaid card, not actual US Cell account credit) if I followed through with the protocol. The requirement was to "submit your final bill with your ETF listed on your bill". I did this online and I was rejected because my bill was not specific enough apparently about my ETF, the problem was my bill did not sat "ETF" and said instead "cancellation fee". I emailed a representative and asked them how they could help, they told me they would work with me so I could get my account credit, they obviously lied to me because it only got harder from there. Next time I submitted my info online to get my account credit I was told I did not have the necessary info and I never "submitted a device". I was never told once I had to submit a device to get an account credit and I asked everyone I talked to if this was a requirement, they all said no. I contacted US Cellular again via email and was told basically the same thing, that they would help me out so I could get my credit. This did not happen and the deadline has passed. Now I cannot afford to pay my ETF to ****** and my credit is damaged. US Cellular was not honest with me and their customer service team did not try to help me at all despite the fact they said they would. I am disappointed in switching and regret ever doing it. I honestly feel like switching to a different carrier just because US Cell has been so shady and dishonest with me. I am not one to file a complaint but I honestly feel like US Cell did me wrong and I expect a prompt response to this complaint.

Desired Settlement: I want two things, and one is unlikely to happen, but I expect the first item to absolutely be catered to. Number one, I want my account refund, as advertised (via a prepaid card), I want the full amount I am entitled to ($350), my ETF was around $400 but the maximum they would give via prepaid card is $350. Second, if possible, I want US Cellular to try to remove the derogatory item from my now damaged credit. I can understand if the second item is not possible but I absolutely require the first item for the desired outcome if US Cellular wants to continue doing business with me and recommend their company to friends and family.

Business Response: December 9, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: ******* ******
U.S. Cellular Account Number:  *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ******’s complaint. Mr. ****** states that he switched to U.S. Cellular with the expectation that he would receive $350.00 towards the payoff of his cancellation fees with the previous provider. Mr. ****** states he was advised to submit his final bill with any Early Termination Fees listed on the page that itemizes the charges. Mr. ****** states that his first submission was denied stating his bill wasn’t specific enough. Mr. ****** states that he was then offered an account credit, that he accepted, and then it was never applied. Mr. ****** states that the second time he submitted for the rebate he was advised it was denied because he never submitted a device. Mr. ****** states that he asked several times if it was required that he turn in his old phone and was told it wasn’t. Mr. ****** would like U.S. Cellular to send him a gift card, in the amount of $350.00, as offered during this promotion. Mr. ****** also requests that U.S. Cellular contact the credit bureau to clear this up.

It’s my pleasure to assist Mr. ****** with this matter. I have reviewed Mr. ******’s account and find that there is no documentation that we advised Mr. ****** of the requirement to turn in a phone. On October 6, 2015, we replied to Mr. ******’s email with the requirements for our Contract Payoff promotion. There was no mention of turning in a device.

We have reviewed Mr. ******’s complaint. I have reached out to our Rebate department and arranged for Mr. ****** to receive a prepaid debit Mastercard in the amount of $379.09 for the full cancellation fee. Mr. ****** should receive the card within the next 8 weeks. In regards to Mr. ******’s request that U.S. Cellular contact the credit bureau, regretfully we are not able to do this. I apologize for any inconvenience this may cause Mr. ******.

Should Mr. ****** have additional questions, he may contact our Customer Service Department at **************


Sincerely,


***** *** **
Customer Resolution Support
U.S. Cellular®

12/20/2015 Problems with Product/Service
12/20/2015 Problems with Product/Service
12/19/2015 Problems with Product/Service
12/19/2015 Problems with Product/Service
12/19/2015 Problems with Product/Service
12/18/2015 Problems with Product/Service
12/18/2015 Problems with Product/Service
12/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I chose U.S. Cellular as my internet data provider as I work from home 3 months ago. In those three months they have been the most painful thing about my job. It took me 6 phone calls to get added to my husband's account to even begin to speak to someone as each time they would verify that I was on the account and every time I called back they had no record of me! The first month I had technical issues that took me dozens of phone calls to resolve with very poor customer service. For each of the 3 months I have received a bill with over $100 in extra charges that were false. As I expense my data service, I've made 10 phone calls to get a correct bill or receipt for the true charges I paid, and have as of yet been able to do so. The only solutions US Cell has been able to provide is to SHIP me an old bill with incorrect charges, or they asked ME to DRIVE 20 miles to my store (that has no helpful account reps), to pay in person if I wanted to get a receipt on future bills. No one can provide me with anything other than a phone confirmation ID number for the money I have paid them. I'm not looking forward to 2 more years of this contract. I've have had the very worst repeated service of my life from US Cellular.

Desired Settlement: A billing system that can provide a simple receipt for payment accepted by US Cellular, and bills that I don't have to call and dispute to keep from getting screwed over each month!

Business Response: December 7, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: Monica *****
U.S. Cellular Account Number: *********
Account Holder: Adam *****

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. *****’s complaint stating that within the first few months of having the service she had to contact our Technical support Department multiple times. She mentioned that for each of the months she used the service she also got incorrect bills from us. Since she expenses her data usage with her employer she needs a bill that doesn’t show any incorrect charges or any charges that she didn’t have to pay. The desired resolution she is seeking is a billing system that can give her a receipt of payments she has made and bills that she doesn’t have to call in and dispute each month.

I would first like to apologize to Ms. ***** for any frustration and dissatisfaction she has encountered while dealing with our company over the last few months. I know that having a working device for work purposes is very important. We don’t want her to get behind on any of her work due to issues that she has experienced from lack of service on our part. We understand that her time is valuable and having to spend time on the phone with us takes up her time. I will be happy to review the account and provide further details.

Upon review of the account it shows this account has been active since 2013. There had been no interactions on this account until the recent interactions from Ms. *****. It shows that on September 25, 2015 that Ms. ***** contacted us and we didn’t have her listed on the account as an authorized party; therefore, we were only able to provide her with general information about the account until we spoke with the account holder. As of October 5, 2015 Mr. ***** contacted us to add Ms. ***** to the account, unfortunately, that was not completed which resulted in Mr. ***** having to call back in later that day to get her added to the account.

Once we got her added to the account she contacted us regarding the billing and advised of the data overages that were on the account and she escalated to a supervisor. Once she spoke with the supervisor we gave her an option to upgrade the current hotspot to either a new hotspot or a router with us and in exchange we would waive the $60.00 in overages on the account. We transferred her to our Telesales Department so we could order the new device for her and there was a misunderstanding on the call as to what should have taken place, which resulted in Ms. ***** getting transferred to a different department that couldn’t help her with her request. She was able to order the new router this day and she changed the plan to an 18 gigabyte Shared Connect plan.

On October 6, 2015 Ms. ***** contacted us to get the new device activated she was experiencing some issues and we had to update the account. As of October 9, 2015 she contacted us because the internet on the device was moving slowly. We did basic troubleshooting and the data was working faster but later that day she continued to experience the same issues with the device and we suggested that she get a new SIM card.

A couple of days later she reached out to us again and she was still having problems with the internet service on the router. We did more troubleshooting with the device and it worked for another few days. On October 13, 2015 she called and wanted to see what the options were for the device as she was still having problems with the device. We offered to send her out a new device and if she had any problems with the new device then we would allow her to return the device and waive the restocking fee. We sent her out a new device that day.

When Ms. ***** received the new bill she contacted us on November 18, 2015 so we could waive the overage charges off of the account. Although prior documentation showed that we would only waive $60.00 of the overages we waived the full amount of $70.00 off of the bill, the shipping and handling charge, and the late fee off of the bill. We took a payment on the account and we provided her with the confirmation number for the payment. She requested that we get her a receipt of the payment; however, if we make any adjustments on the account we cannot reprint a new bill not showing any charges that we have adjusted. We offered to get her an invoice of her payment history and she declined as she stated her employer would not accept that.

She called us back on December 1, 2015 and she requested a receipt of a payment which at that time we advised that she would have to make future payments in the store if she wanted a physical receipt of what she paid. Otherwise, the only options she would have is the confirmation of the payment we provided, she can print out her payment history online, or she can wait until the next bill prints that will show the payments she has made and any credits that we would have had to issue on the account. I see that the Office of the President attempted to reach out to Ms. ***** on December 3, 2015 and today and we were unable to reach her to address her concerns.

We have reviewed Ms. *****’s complaint and the desired resolution we cannot provide her. If there weren’t any data overages that took place on the account then the bill will not print out showing a higher balance. When she has gone over or is getting ready to go over there are alerts that come out that would let her know if she has reached 75% or 100% of her data usage. She can always manage and monitor the usage online or by reaching out to us to check the usage for her. In regards to getting her a physical receipt unfortunately we cannot do that unless she goes into a store and makes her payment. If she calls Customer Service and makes a payment over the phone then we can only provide her with the confirmation number of the payment. I am not sure if Ms. ***** was ever made aware that she could view any payments she has made with us online but if not she can certainly do that under her online account. It would be located under bills and payments and payment history.

Should Ms. ***** have additional questions, he/she may contact our Customer Service Department at (888)944-9400.


Sincerely,


Kimberly C.
Customer Resolution Support
U.S. Cellular®

12/18/2015 Problems with Product/Service
12/16/2015 Problems with Product/Service
12/15/2015 Problems with Product/Service
12/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I spoke with Shantel @ US Cellular via phone on 11/9/2015. Originally had 10 gb plan for $90 per month and was paying $10 per phone for 5 phones. I changed my plan on 11/9/2015 because Shantel told me via phone I could get 12gb for $60 or 15gb for $$70. I was told that the contract on my phones would NOT change. So I received my bill on the weekend of 11/27/2015. I had been charged $80 for 12gb instead of the quoted $60. My charge for 4 of the phones increased fro $10 each to $15 each. I knew the phone charge was going to change; but was told I would be paying $60 for 12gb. I called US Cellular on 10/28/2015 & spoke with Jackie. She said they did not even offer a 12gb plan and that I could not get it for $60. I reminded her that my conversation on 11/9 had been recorded and she could have access to the phone call conversation. I asked to speak with her supervisor, I reviewed what had happened on the 11/9 with the supervisor. The supervisor offered me 15 gb for $70 but I would have to sign two-year new contracts on all 5 of my lines. This is ridiculous. I would have never changed my plan!! I asked if I could have my plan prior to 11/9 since they did not honor the agreement that I made with Shantel on 11/9/2015. I am now paying more money per phone. Why would I have changed if it was going to cost more more? I let them know I would be filing a report with bbb. Product_Or_Service: Samsung //12 gb Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want 12gb data for $60, since that was my conversation with Shantel. I do NOT want a two-year contract with US Cellular.I would also consider the 15gb data for $70 without a two-year contract. I really do not feel I need this amount of data, but the 15gb price is advertised online.Or, take my plan EXACT plan back prior to 11/9/2015. 10gb data $90 and only $10 per each of 5 phone lines.

Business Response: December 4, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 10976901
Customer’s Name: April ****s
U.S. Cellular Account Number: 812059555

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ****s’s complaint. Ms. ****s states that we offered a 12GB Data plan for $60.00 and that we advised her that the contracts on each line wouldn’t change. Ms. ****s states that when the bill arrived she was charged $80.00 for the 12GB of data and that each line’s individual charges went up by $5.00 each. Ms. ****s requests that we change her plan to 12GB at $60.00, or 15GB for $70.00 without a contract or change her plan back to the exact plan and charges she had before the change. It’s my pleasure to assist Ms. ****s in this matter.

Upon of Ms. ****s’s account, I see notes from 11/9/15 stating the plan was changed to 15GB with the monthly discount.  There is no mention of the 12GB plan or any pricing, in fact, we no longer have a 12GB plan. Although our calls may be recorded for quality purposes, not all calls are actually recorded. We have not been able to locate a recording of the call Ms. ****s refers to on November 9, 2015 and are not able to confirm the details of that call.

The 15GB data plan that Ms. ****s mentioned as advertised on our website clearly states this offer is only for new customers. Additionally, with our new pricing, the per line discounts also changed. Ms. ****s was receiving a $30.00 discount on each line and now she is receiving a $25.00 discount on each line. I would like to apologize if we didn’t advise Ms. ****s of this change. Also, the contract dates on Ms. ****s’s phones were not affected.

We have reviewed Ms. ****s’s complaint. When we offer promotional prices we experience a loss in revenue, which is why any promotional plan prices we have do require a two year commitment. Regretfully, we are not able to add the 15GB plan for $70.00 without a two year commitment. We no longer offer a 12GB plan at all. Unfortunately, we are not able to place the old pricing and discounts back on Ms. ****s’s account as the previous pricing and discounts are also no longer available, having been retired a couple of months ago. Additionally, on November 30, 2015 our records show that Ms. ****s contacted us and was offered an additional 20% discount for 12 months and that Ms. ****s accepted this offer.  

Should Ms. ****s have additional questions, he/she may contact our Customer Service Department at (888)944-9400.


Sincerely,


Cindy Lou R.
Customer Resolution Support
U.S. Cellular®

12/15/2015 Problems with Product/Service
12/14/2015 Problems with Product/Service
12/13/2015 Problems with Product/Service
12/12/2015 Problems with Product/Service
12/11/2015 Problems with Product/Service
12/11/2015 Problems with Product/Service
12/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: the price was 1cent. went to the store to buy the phone (galaxy s6) and the sales person told me it would add $30 to my monthly bill. she told me it was to recover the cost of the phone I would lose my $30 a month discount that I have on my plan now.

Desired Settlement: I just want the galaxy s6 for the advertised price of 1 cent plus the one time activation fee of $40.

Business Response:
November 29, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: Jody *****
U.S. Cellular Account Number: *********
Account Holder: Jennifer *****

Thank you for contacting U.S. Cellular in reference to the above account.

We are in receipt of Ms. *****s complaint where she states there is an Advertising issue. She mentions the Samsung Galaxy S6 was one penny. She states when she went to the store she was told her bill would increase by $30 to recover the cost of the phone. Ms. ***** would like the option to upgrade to the Samsung Galaxy S6 without affecting her monthly bill.

I certainly understand why Ms. ***** would want to take advantage of that promotion for the phone as it was a great deal. I will be happy to discuss with you the difference between Device Financing and Subsidized pricing an elaborate the Retail Wireless Consultants explanation of the bill increasing.

There a few differences between Device Financing and Subsidized. The first reason is subsidized discounts require a contract while Device Financing does not. Obviously there is a difference in the price you pay as well. For example the Black Friday and Saturday subsidized promotional pricing for the Samsung Galaxy S6 was $.01 (The current subsidized promotional rate is $99.99 as the penny rate was available for November 27th and 28th only). The Full Retail value of the phone is $499.20. That is nearly a $400 savings! We initially take an upfront loss on the equipment and expect to make our money back over the course of the contract period. There are no discounts available on the price plan when subsidized equipment is purchased because of the upfront loss on equipment. Ms. ***** currently receives this discount because it has been more than two years since the line was upgraded with a subsidy.

For Device Financing the full retail of value of $499.20 for the Samsung Galaxy S6 is broken down over 24 monthly payments totaling $20.80 per month. Any customer who has Device Financing will receive a discount off the monthly access fee for that line. There is no loss on equipment with Device Financing so the saving is passed on to our customer. Once a subsidized purchase is made there is no longer a savings available to pass on to the customer.

I can see how Ms. ***** would feel upgrading with subsidized equipment would feel like a penalty because she would be losing a monthly discount since she has owned the equipment on her line for more than 2 years. I would ask that she please think of it this way; she would be choosing to take the discount upfront off the cost of the phone as opposed to spreading the discount out over 2 years. All of our customers have the same choice: Subsidy versus Device Financing. Ultimately the discount can either be applied to the phone or the plan, how the discount is allocated is completely up to the customer based on their choice of how they choose to upgrade.

We appreciate the opportunity to view Ms. *****s account. I hope the explanation of how Device Financing and Subsided pricing works provides a better understanding of when discounts are applicable. Should Ms. ***** have further questions she may reach out to our friendly Customer Service Department at (888)944-9400.


Sincerely,


Paris D.
Customer Resolution Support
U.S. Cellular®

12/8/2015 Problems with Product/Service
12/7/2015 Billing/Collection Issues | Complaint Details Unavailable
12/6/2015 Problems with Product/Service
12/6/2015 Problems with Product/Service
12/4/2015 Problems with Product/Service
12/4/2015 Problems with Product/Service
12/4/2015 Problems with Product/Service
12/3/2015 Problems with Product/Service
12/2/2015 Problems with Product/Service
12/2/2015 Problems with Product/Service
12/1/2015 Problems with Product/Service
12/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: US Cellular did a hard inquiry (pulled my credit) on 3/11/2014. This was not authorized and fraudulent. On several occasions I tried to write letters and make calls to demand to have the unauthorized fraudulent inquiry removed and they continue to ignore me.

Desired Settlement: Remove the hard inquiry done on 3/11/2014 and reported to credit bureau of its removal.

Business Response: November 19th, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name:  Rachel *********
U.S. Cellular Account Number:  N/A

Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Ms. *********** correspondence. In Ms. *********** complaint, she states that US Cellular did a hard inquiry on her credit rating on March 11th, 2014. She feels as this was not authorized and is considered fraudulent. Ms. ********* further states that on several occasions she tried to write letters and make calls to demand to have the unauthorized fraudulent inquiry removed and the requests have been unanswered.

We have reviewed Ms. *********** concerns. We can certainly understand any alarm that Ms. Bernhardt may have had if she has a credit inquiry from U.S. Cellular show up on her credit report and does not understand how.   

Generally speaking, a credit inquiry is only ran if a perspective customer wishes to obtain U.S. Cellular service either in store, online, or via our Telesales department over the phone.  If Ms. ********* feels that a credit inquiry was made without her authorization, she would need to file a dispute with the credit bureau that is supplying the information and we would be able to follow the proper credit inquiry dispute protocol at that time.  Unfortunately due to the legality of this type of request, it is not something that can be solved with a phone call or a Better Business Bureau complaint.

Please advise Ms. ********* of our request for her to follow the standard credit inquiry dispute and we would love to further assist her with this request. We apologize for any inconvenience this may have caused and look forward to receiving the credit bureau dispute so that we may proceed in researching this matter further.

Sincerely,

Shannon C
Customer Resolution Support
U.S. Cellular® 

Consumer Response:


Complaint: 10958204

I am rejecting this response because:

The credit bureaus asked me to make contact with US Cellular first as they are unable to remove the hard inquiry.

Sincerely,

Rachel *********

Business Response: November 23rd, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 10958204
Customer’s Name:  Rachel *********
U.S. Cellular Account Number:  N/A

Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Ms. *********** rebuttal. In Ms. *********** complaint, she states that US Cellular did a hard inquiry on her credit rating on March 11th, 2014. She feels as this was not authorized and is considered fraudulent. Ms. ********* further states that on several occasions she tried to write letters and make calls to demand to have the unauthorized fraudulent inquiry removed and the requests have been unanswered.

We have reviewed Ms. *********** concerns. In Ms. *********** rebuttal, she stated that the credit bureau had her contact us in order to remove the hard inquiry from her credit score.  We certainly apologize for any inconvenience as this was incorrect information provided to Ms. *********. As communicated in our previous correspondence, unfortunately due to the legality of this type of request, it is not something that can be solved with a phone call or a Better Business Bureau complaint.  Ms. ********* would need to file a dispute with the credit bureau that is supplying the information and we would be able to follow the proper credit inquiry dispute protocol at that time.

We apologize for any inconvenience this may have caused and look forward to receiving the credit bureau dispute so that we may proceed in researching this matter further.

Sincerely,

Shannon C
Customer Resolution Support
U.S. Cellular®

12/1/2015 Problems with Product/Service
11/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had been having troubles with the line ********** iphone 6 for a few months and complained getting no where. Finally when it didn't hold a charge I went into the store and they called and did a warranty claim sending me a new one. The brand new phone came in a sealed package after hooking it up and using it a few days I realized the vibrate didn't actually work. I tried everything to fix it and no luck. I called 611 and explained to them so he sent out a 2nd warranty phone. The phone came this one wasn't new it was a refurbished aka broken and suppose-ably fixed. I got it hooked up and realized the bottom half of the screen didn't work it glitched in and out and you couldn't see anything. We whipped the phone everything no luck. I called they first lady told me she couldn't hook up the previous warranty phone that it was impossible to do. I asked for a manager who did get the previous phone hooked up. She told me she couldn't send another phone till they had the other two marked as returned. And that I may see large phone charges on the bill but she noted the account so not to worry they would be removed once the phones came in and than she could send out another warranty phone. Now today we get a $900 charge on are bill for the phones I called they told me the tracking numbers show the "carrier" picked them both up. And it would take 10-14 days to get them shown as returned and to call back. So I've had a non working for phone for weeks now. US Cellular basically told me that its not there fault apple sends them bad phones. And I will just be sent another broken phone again! I made statements on Facebook about my experience and that got dozen of comments of how so many people are cancelling there service and switching to Verizon because of the awful service they also experienced. My friends asked me to let them know how my outcome turned out because they had the same problem of getting constant refurbished phones that once again didn't work.

Desired Settlement: I want the billing adjustment so all charges from the warranty phones are taken off this month! The rep made it very clear that apples iphone 6 was the problem not us cellular. So I want a free upgrade to the iphone6s. I DO NOT WANT ANOTHER REFURBISHED PHONE! I have been using broken phones for months now! US Cellular has the contract with Apple for the phones there for US Cellular is responsible for standing behind apple products. US Cellular is whom I am buying the phone from so I want US Cellular to stand up and correct the problem and stop trying to pound me off on Apple.

Business Response:
November 17, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name:  Kathy *****
U.S. Cellular Account Number:  *********

Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. *****’s correspondence concerning her device. I do apologize for the delay in our response and I welcome the opportunity to address his concerns.

I’m sorry to hear of the issues Ms. ***** keeps having with the various iPhones® she has been receiving. As an iPhone user myself I know having the phone work as intended will make it a wonderful device to use and when not working properly the issues can become cumbersome and frustrating quickly. U.S. Cellular® has specific contractual requirements with Apple® regarding how we proceed with troubleshooting and replacing devices. Apple has dictated to us that within the first 90 days of an issue we are direct the customer to Apple Care® for troubleshooting, also any problem with the device that would fall outside of a direct U.S. Cellular issue, such as the ability to complete any updates, would be directed to Apple Care as well.  Once outside the first 90 days, out Technical Support Team follows certain troubleshoot guidelines before completing an exchange. Any warranty on the devices is for one year and is back by the manufacturer as they actually produced the phone and we are simply the service provider for said device.

Ms. ***** has stated she wants U.S. Cellular to waive all fees associated with the replacement devices and allow her the opportunity to upgrade early to the iPhone 6s. At this time I’ve only seen two fees associated with returned/exchanged device. The first was a shipping and handling charges for $0.01, of which has been reversed, and a charge of $649+tax for a non-returned device. Once the phone has been confirmed returned to us we will gladly waive this charge. The offer has already been made to send a new, not refurbished, iPhone 6 to Ms. ***** once of the two devices we have sent are confirmed returned. As this promise has been made we will not be able to honor her request to allow for the early upgrade to the iPhone 6s. If Ms. ***** has continued problems with the iPhone 6 she is welcome to discuss replacing the device with an iPhone 6s directly with Apple, or she is welcome to purchase the phone at the full retail cost and have it added to the line in question.

If at any time Ms. ***** has any additional questions or concerns, please do not hesitate to contact the Customer Service Team with U.S. Cellular® by dialing 611 from your mobile phone or by dialing 888-944-9400 from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you.    

Sincerely,
Thom D.
Customer Resolution Support
U.S. Cellular®

11/28/2015 Problems with Product/Service
11/28/2015 Problems with Product/Service
11/27/2015 Problems with Product/Service
11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had family belief plan that was supposed to be able to upgrade every 2 yrs without renewing contract. Went in when 2yrs was up spent 7hrs in store then after all that, new phones activated I was then made aware I had to signup for new 2yr contract but could keep same plan. I thought I would try another provider after about 15months. Left for 2wks and was not happy with other provider coverage/service. I called and talked to US cellular they told me I could come back same plan/phone everything just had to stop in store. I even specifically asked if my ETF's would be reversed and if I would have to "resign up" for 2yrs like last time. Us Cell told me no I actually had 90days to come back no penalty and could come back same plan everything. Stopped in store that week and was with store for 4hrs. Gal at store could not figure out how to reactivate my account. She had to call their home office support. Gal on line with support said that they would pull my call and address with the customer care rep that with my plan i could not have same plan. However, I was told that I would not have to pay any etfs and could upgrade my phone in July when my 2yrs was up. Since then my etf's from Feb were not reversed. I called 3 times and was told they would get it corrected. Since the hassle I finally left for another carrier and couldnt be happier. But now since i left 3 things have happened. US cell charged me another set of EFT's, I made necessary payments that have not properly been applied to my acct, and now I am being contacted by collection agency constantly to point of harassment. I requested detail billing which shows a 312.75 payment not applied correctly to be account. I also requested transcripts of all my calls with us cell for last 6months which was not supplied. doing business was painful from the start, numerous times i would have to call us cell and would be on hold for hours only to have them say oh yes we will fix that and i would have to call in again and again. Product_Or_Service: Motorola /electrify/family premium plus belief Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want my credit report updated immediately I have been denied credit & my CC's have lowered limits due collection, ALL ETF's waived as I was promised by Us cell, a full refund of any excess money owed to me (I have details of what should be refunded) within 30days this includes any interest/late fees charged for their discrepancy, if not paid within 30days late fees/interest will be assessed, and I want compensated for lost wages due to having to address this issue at $26/hr for 5hrs minimum.

Business Response: October 21, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ***** ******
U.S. Cellular Account Number* *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ******** complaint in which she details the changes she made with service providers, the time she spent in the store to reactivate her service, the different answers she received related to keeping her old plan and waiving the ETF's, the contact she made with U.S. Cellular to remove the ETF's, payments that have not properly been applied to her account and her account being turned over to a collection agency. Ms. ******** requests that U.S. Cellular update her credit report, waive all ETF's and a refund of excess money owed to her within 30 days. Further, Ms. ******** requests that we compensate her for lost wages, late fees and interest if it takes beyond 30 days.

My name is *** and I appreciate the opportunity to review Ms. ******** complaint. We would like to sincerely apologize to Ms. ****** for the frustration she has experienced. It is never our intention to cause our customers angst, especially to the point of cancelation. I hope to provide information Ms. ****** will find helpful.

On September 3, 2013 Ms. ****** upgraded both of her phones with a two-year agreement. At that time U.S. Cellular had recently undergone a complete billing system change. Unfortunately, many changes took much longer than normal during this time period and we are truly sorry the process to upgrade Ms. ******** phones took hours.

On January 18, 2015 one of Ms. ******** lines was ported to another service provider followed by the second line on January 23, 2015. Because the two-year agreement was broken, Ms. ****** was assessed an ETF that latter appeared on her bill dated: 2/6/15.

On February 1, 2015 Ms. ******** contacted our Customer Service Department to discuss the process of returning to U.S. Cellular. She was advised to visit the store to begin the process of restarting her account. During this interaction we incorrectly advised Ms. ****** that she would be able to keep the same retired plan, Family Premium Plus, she had prior to porting her numbers out.

On February 2, 2015 Ms. ****** visited our store on ******** **** ** ***** ******* ** and worked with our Sales Associate, *****. ***** was unable to reinstate Ms. ******** account with the retired plan and she contacted our Customer Relations Department. ******* from our Customer Relations Department advised ***** we would be unable to reinstate the retired plan. ******* then spoke with Ms. ****** to let her know we would be unable to activate her old plan. According to our notations, ******* told Ms. ****** in order to return to U.S. Cellular she would need to activate on a new plan with a two-year agreement. Further, she would be eligible for new phones as of July 3, 2015 and she should contact U.S. Cellular once she received the billed ETF's to have them removed. Ms. ****** left the store with our 1GB Shared Connect Plan and two temporary numbers that were used until her numbers were ported back to U.S. Cellular. On February 4, 2015 Ms. ****** called our Customer Service Department to change from her temporary numbers to her ported-in numbers.

Prior to porting her numbers, Ms. ****** had a bill dated: 1/6/15 that showed a balance of $312.75 due 1/31/15; this included $94.72 in past due charges and $213.08 in current charges. We received a $100 payment on 1/21/15 leaving a balance of $212.75. After porting her numbers out and back in, a bill dated 2/6/15 showed a balance of $736.51 due 3/4/15; this included $212.75 in past due charges and $523.76 in current charges of which $458.60 was ETF charges. On 2/18/15 we received a payment of $100. A bill dated 3/6/15 showed a balance of $784.26 due 3/31/15; this included $636.51 in past due charges and $147.75 in current charges. We received a $100 payment on 3/19/15 and a $200 payment on 3/30/15 leaving a balance of $484.26.

We do not have any documented interactions with Ms. ****** between February 4th and April 6th. On April 6th Ms. ****** contacted our Customer Service Department about her balance. We discovered the ETF's had not yet been removed and a request was submitted to remove the ETF charges from her bill. This request was completed on April 7th when a credit of $458.60 was applied to Ms. ******** account. We also received a payment of $200 on April 7th leaving a credit balance of $174.34 on the account.

On April 12th, we received a port-out request for both of Ms. ******** numbers. We were truly saddened to see this. Also on this date, the bill dated: 4/6/15 posted and the account had a credit balance of $36.98. Two ETF's were generated on the bill dated: 5/6/15 because the two-year agreement required for the 1GB Shared Connect Plan Ms. ******** selected when she returned to U.S. Cellular was not fulfilled. The final balance was $493.98 due 5/31/15. There were no late fees added to this balance. We do not have any documented interactions with Ms. ******** beyond April 11th when she called for her account number.

On September 11th we turned over the balance of $493.98 to a collection agency. U.S. Cellular does not directly report to the credit bureaus. We require the collection agencies we work with to wait a minimum of 30 days to report unpaid balances to the credit bureaus. We want to provide our customers every opportunity to ask questions and pay off their balances before their credit is impacted.

On October 1st we received a request from the collection agency Ms. ******** account had been placed with to provide bill reprints and a copy of Ms. ******** contract. On October 14th the collection agency returned Ms. ******** account to U.S. Cellular because they received a cease and desist request from her.

At this time the balance owed to U.S. Cellular is $493.98. We kindly ask that Ms. ****** remit payment to U.S. Cellular to clear this balance. Upon Ms. ******** request, we would be happy to mail a copy of the two-year service agreement she signed on February 2nd that led to the ETF's that make up her balance.

We want to encourage Ms. ****** to make sure her payment to U.S. Cellular has posted by December 4th, 2015 at 5pm Central Time. Payments can be made over the phone, in store or via mail. We would certainly hate to see this happen, but if Ms. ****** is unable to remit payment her account will be turned over to an outside collection agency.

We are truly sorry for the frustration Ms. ****** has encountered. We want to reassure Ms. ****** her current balance of $493.98 is valid and all erroneous charges were removed from her account on April 7th. Should Ms. ****** have additional questions or want to make a payment, she may contact our Customer Service Department at ************** We are available daily from 6am-11pm Central Time.

Sincerely,

*** **
Customer Resolution Support
U.S. Cellular(r)

Business Response: October 28, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ***** ******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. ******** rebuttal, wherein she states she would not have ETFs as of July when she would qualify for a new phone and she was told the only way to port her number back in was to sign a new contract for the plan change only. Ms. ****** highlights that our contracts pro-rate and she refuses to pay for U.S. Cellular's mistakes in communication and handling of her account.

We certainly apologize for any inconvenience that Ms. ****** incurred with the cancellation and subsequent ETFs she was billed. We respect Ms. ******** time and hope to clear up this matter quickly.

I am pleased to confirm Ms. ****** is correct in her rebuttal when she states that the new contract was for the plan only. Ms. ****** is also correct that we pro-rate the ETF. The plan Ms. ****** selected has an ETF of $350 per line that pro-rates over 24 months. Ms. ****** was billed an ETF of $315.97 per line when she ported her numbers out approximately two months after returning to U.S. Cellular and signing a 2-year contract for a new plan.

We would like to reassure Ms. ****** that she was credited for the ETFs she was billed when she first ported to another service provider in January of this year. We are truly sorry Ms. ****** was surprised by the amount of the ETFs she has been billed. We were saddened that Ms. ****** did not speak with us prior to porting her numbers out to review any potential charges.

If Ms. ****** would like to receive a copy of her signed service agreement from February 2nd we would be happy to mail this to her. Should Ms. ****** have any additional questions or want to make a payment, she may contact our Customer Service Department at ***** *********

Sincerely,

*** **
Customer Resolution Support
U.S. Cellular(r)

Consumer Response:

 better Business Bureau:I have reviewed the response made by the business in reference to my complaint and will accept their solution. I would like us cell to make sure they put better measures in to prevent this horrible inconvenience and utmost worst customer experience ever. I will never recommend their services to anyone. Thank you

 ***** ******

11/25/2015 Problems with Product/Service
11/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Charging us for stuff that we were under the impression that was free and was charged $900 4 one line using 67 gigabytes in 25 days which is impossible when that line 75% of the 25 days was connected to a neighbor's Wi-Fi and my internet was was turned off for days before my first bill was due and the overage charges when even on that bill Product_Or_Service: Samsung /Grand prime /Shared connect Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) All I want is a public apology from them for being humiliated

Business Response: November 11th, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 10887435
Customer’s Name:  ******* ********
U.S. Cellular Account Number:  *********

Thank you for contacting U.S. Cellular regarding the above account.  We are in receipt of Mr. ********** complaint, wherein he states that he is being charged for services he believed to be free.  He states that his line was connected to Wi-Fi for 75% of the 25 days in which we report him having used 67 gigabytes.  He states that his service was disconnected before his first bill was due, and that there were no overage charges on that statement.  Mr. ********** desired resolution is for U.S. Cellular to make a public apology for his humiliation.

U.S. Cellular knows how important it is to stay connected, so I can understand Mr. ********** distress over finding that his data service has been suspended.  I have reviewed Mr. ********** account, and I hope that he will find my information helpful.

On October 26th, 2015, the data on Mr. ********** account was suspended due to excessive usage.  As stated in our Terms of Service for data usage, U.S. Cellular reserves the right to limit throughput, at its sole discretion, at any time and without further notice. U.S. Cellular also reserves the right to suspend and/or terminate service, without notice, if a data plan is used in a prohibited manner, or if usage adversely impacts (or potentially impacts) our network or service levels.  At the point when we suspended service, we showed approximately 63.619 gigabytes of usage on the account, which greatly exceeded Mr. ********** 3 gigabyte data package. 

In an effort to prevent further overage, we suspended the data on the account.  We require the account owner or authorized user to verbally agree to the Terms of Service for data usage before service can be restored.  I see that Mr. ******** spoke with us on October 26th, 2015, however he did not agree to the Terms of Service, and therefore his data connection was not restored.  We spoke with Mr. ******** in a store on October 27th, 2015, and further discussed the data usage on the account. 

U.S. Cellular sends Overage Protection text alerts to our customers when they reach 75% and 100% of their data package.  Should the customer go on to exceed their data allowance, they are provided with additional gigabytes at the rate of $15.00 each, and receive Overage Protection messages again at 75% and 100% of each of these additional gigabytes.  I see that we sent Mr. ******** these Overage Protection text messages repeatedly during the time he was using data.  I regret that Mr. ******** never called us to discuss any of these messages. 

I have had Mr. ********** data usage investigated, and we show that the line ending in 8729 used approximately 60.235 gigabytes of data from October 4th, 2015 through October 28th, 2015.  The investigation did not uncover any errors in reporting.  It did show that the tethering feature on line 8729 was used by several devices.  The tethering feature is a convenient way to voluntarily share data with other devices, and all of the data usage will be recorded on the line with the tethering enabled.  The investigation showed that a majority of the usage for the device was from streaming videos.

While I certainly regret any distress which has been caused by the suspension of Mr. ********** data, there has been no error on U.S. Cellular’s part.  We want our customers to be able to enjoy the use of their data, and we would be happy to discuss ways in which Mr. ******** can monitor his data usage, so as to prevent this situation from occurring again.

At this time, Mr. ********** service has been suspended due to our not having received the payment of $268.97 which was due on October 29th, 2015.  If Mr. ******** would like to have his data and phone service restored, he may contact us and agree to the Terms of Service for data usage, and provide payment of the amount which is now past due. 

I sincerely appreciate the opportunity to assist Mr. ********, and provide information which I hope is helpful to him.  Should Mr. ******** have any further questions, he may contact our Customer Service Department by dialing (888) 944-9400.

Sincerely,

Laura W.
Customer Resolution Support
U.S. Cellular

11/24/2015 Problems with Product/Service
11/23/2015 Problems with Product/Service
11/23/2015 Problems with Product/Service
11/22/2015 Problems with Product/Service
11/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ever since I purchased a new computer over a year and a half ago, the ****** modem would not work with the new Microsoft Windows 10. They even had me bring in the device "for repair" but after it came back almost 3 months later, it still did not work. I was told I could not cancel because of the contract. So I was stuck paying for something that didn't work for a year. Contract finally fulfilled, I signed it June 2013 but they told me no, it fulfilled in July 2015; then they told me it fulfilled August 2015. I've tried calling, even wrote to the company to cancel. When I call, they want to troubleshoot and won't cancel. I switched my internet to Charter when I received the device back still not working, so I'm not interested in this service with US Cellular. I've had to pay $26.91 a month for over a year for something I couldn't use. I just want to cancel. I will write them again. Clearly, they can see I haven't used it. I was stuck paying over $320 for something I couldn't use, didn't work with my computer.

Desired Settlement: I stopped paying the bills after I requested cancellation by phone and by writing. There is a 3 month balance of $90.72. I would like that VOID and any future billings on the ****** cancelled.

Business Response: November 10, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name:  ********* *******
U.S. Cellular Account Number:  N/A

Thank you for contacting U.S. Cellular in reference to the U.S. Cellular account.  We have received Ms. ********* *******’s complaint in which she describes she was unable to use her ****** modem as it would not work with her new computer.  Mr. ******* states that she the device sent in for repair at the instruction of U.S. Cellular and after 3 months received the modem back.  At this point, it still did not work as Ms. ******* describes.  Her complaint continues by describing that she was advised that she could not cancel her account due to the contract and was required to continue paying for service for a year even though she states it did not work.  Ms. ******* states that she was previously advised that she could cancel in June but was then told July and then was told August; and now is advised to troubleshoot the issue instead of cancelling it.  Finally, Ms. ******* states that she has already received alternative internet with Charter and has no desire to continue her service.  The desire resolution from Ms. ******* is to have the last 3 months non-paid service that have accumulated and future billings to be voided and the service cancelled.

We have reviewed Ms. *******’s concerns.  Because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposes.  This was not provided in her submission.

Please advise Ms. ******* to resubmit this complaint with the information requested above and we will be happy to address her concern at that time.  Alternatively, she may reach out to our Solutions Consultants Department via our Customer Service Department at 888-944-9400 to discuss the status of her account further.  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,

***** M.
Customer Resolution Support
U.S. Cellular® 

11/21/2015 Problems with Product/Service
11/19/2015 Problems with Product/Service
11/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: U S CELLULAR, BEEN A CUSTOMER OF THEIRS FOR YEARS My contract ended in June. Decided no more contracts, just pay and go on with life," BUT BEWARE " as I entered their store I said," No Contract Renewals." I had dropped my Galaxy phone and it was destroyed,so I purchased an Iphone and just wanted to have my number put on it. Well, all was fine until the sales clerk sold me a Tablet and accessories and once the Tablet was ADDED and turned on, Guess ? Yep, today I was told by that clerk and their Customer Service, that I am back in a Two yr Contract. I was not told that up front especially after being up front with them on Not wanting to be in a Contract. It was a deliberate, and sneaky when She had me sign for the Tablet but She never told or explained the paperwork and did not give me a copy . If this had been a contract, I would not have signed it. I have spent my entire day and now, night trying to get help from any and all at U S Cellular, But they offered no remedy .

Desired Settlement: I will deliver the Tablet along with accessories back for total refund as I have 15 days to do so. I want US Cellular to drop the $500 fee for leaving because I feel defrauded in the making of a contract when I explicitly stated to the clerk I DO NOT WANT TO UPGRADE OR RENEW MY POLICY.

Business Response: November 18, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name:  Sandra *******
U.S. Cellular Account Number:  *********
CLAXTON AUTO SALES


Thank you for contacting U.S. Cellular in reference to the above account.  I have received Ms. ********* complaint in which she describes that after being a U.S. Cellular customer for years, she no longer wanted a contract and preferred to go month to month.  Ms. ******* states that she purchased an iPhone after hers had been damaged and wanted to simply place her number on the phone purchased.  She states that she advised that she did not want a contract at that time.  Ms. Cameron continues by explaining that everything was okay until she was sold a tablet with accessories; at which point she was placed on a 2 year contract.  She explains that she was not told this upfront and feels that this was deliberately and sneakily done when she was told to sign for the tablet.  She further explains that the paperwork was not explained and she was not given a copy.  Ms. ******* states if it had been contract she would not have signed it.  She also states that she has not been able to get a remedy to this matter from U.S. Cellular.  Ms. ********* desired resolution is to have U.S. Cellular drop the $500.00 fee for leaving.

I can certainly understand the concern Ms. ******* may have.  I know how important it is to have a full understanding of what will happen next in order to know how to make your next decision.  I apologize for any confusion or miscommunication that may have occurred while making this purchase.  I am more than happy to review the account and assist further.

In review of the account, I show that prior to November 11, 2015 both cell phone lines were no longer under contract and had been on month to month services.  Per our notations, Ms. ******* visited our store location in search of a new battery for her phone; at which point she was advised that we do not have any batteries in store.  At this point, information was provided to Ms. ******* regarding our plans and the possibility to save money; however, it was noted that no changes were to be made at that time.  It is further noted that Ms. ******* had mentioned that she may be cancelling and going to another carrier; at which time we explained how our plans are better.

On this same day, there are notations of an iPhone phone being activated to the line ending in -2262 as well as a new line being added to the account for a tablet.  Because the tablet was purchase to account, this required a plan updated to allow for data usage on the tablet line.  All of our currently active plans require a 2 year contract renewal.  This information would have been listed on the paperwork signed by Ms. ******* at the time of purchase. 

Ms. ******* would have been provided the paperwork at that time to review prior to signing to ensure that the information is what was expected and agreed upon.  Since Ms. ******* agreed to this information by signing the paperwork, this would make the contract correct.

In further review, I have verified that Ms. ******* has returned the tablet line within the 15 day guarantee as of November 16, 2015 and was therefore let out of the contract for the tablet line with no Early Termination Fee billed.

Should Ms. ******* have additional questions, she may contact our Customer Service Department at (888)944-9400.


Sincerely,


Quita M.
Customer Resolution Support
U.S. Cellular®

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10955885, and find that this resolution is satisfactory to me.

Sincerely,

Sandra *******

11/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December of 2014, after over 4 years of being a loyal Customer, I fell behind on my balance. It was a particularly tough winter in Maine, especially with heating costs. My January 4th 2015 invoice put my total balance at $300.85 - $0.85 cents over my credit limit. US Cellular, who had up until this incident had been fair with me, decided to shut off my service over 85 cents. I called and paid, and spoke with a representative who, after I explained this story, agreed to credit the $50 fee for turning my account back on.February and March both passed, I paid the current invoices each month excluding the $50 fee that was supposed to be credited. April 8th arrived, and once again my service was shut off. However, this time it was for the $50 that was supposed to be credited. I was told that I would receive a credit to the balance when I called in upset, and reluctantly agreed to pay it.To my surprise, my May 4th invoice had another $50 charge for restoring the service. After calling in a final time, I was advised that I would receive a credit for the fee and that the prior promises were "being looked into" - a claim I never heard the result of. I paid my average rate of $115.00 afterwards, waiting to see my credits before paying anything else. That was a failed gesture, as I never received them and my service was shut off not long after.I received a Cancellation Notice dated 7/9/15. My final invoice, dated, 8/4/15, added on an early termination fee of $59.07, yet my Service Agreement has a 24 month stipulation that was signed 10/30/2010. Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) To resolve this, I am requesting a credit of $244.07 towards remaining balance. This is for three $50 restoration fees during all this, the $59.07 for an early termination fee and a $35 credit for various late fees, data charges, and the hours of my life I have lost, calling, and writing, asking for help and being met with broken promises after many years of being a client. I am willing to pay the remaining balance once these are applied. This seems a fair resolution given the history.

Business Response:
October 2nd, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: James **********
U.S. Cellular Account Number: *********


Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. **********'s complaint in which he states that he called us when he made his January payment for some assistance because he had incurred restore from suspension fees when his services had suspended for nonpayment on December 4th, 2014. Mr. ********** further states that he incurred further restore from suspend fees when his account once again suspended for nonpayment on April 8th, 2015.

In addition to the restore from suspend fees, Mr. ********** states that he feels as if he should not have to pay for the early termination fee that occurred on his phone number ending in 8728 because the last contract he remembered signing on that line was signed on October 30th, 2010. Mr. ********** is requesting that we waive the restore from suspension fees that occurred on December 4th, 2014 and April 8th, 2015, as well as the early termination fee on the phone number ending in 8728 and the late fees that he occurred on his last seven bills.

We certainly want to apologize for any inconvenience that this has caused Mr. ********** and we certainly value the time that he spent with us as a customer. We also understand how frustrating that it can be when you find charges on your bill that you feel should not be there. In review of Mr **********'s account, the last documented contact that we had with him on the phone was on December 12th, 2013 when he had called in to make a payment with our Financial Services team. The last store documentation that we have on Mr. **********'s account that I see was on August 7th, 2014. When we access a customer's account, whether it is on the phone with a Customer Service representative, or in the store with a Retail representative, a distinctive timestamp is left on the account to acknowledge that someone had pulled up their account. Mr. **********'s last timestamp on his account was from an interaction with a store representative on August 7th, 2014.

I want to apologize for any confusion that Mr. ********** may have when it pertains to this process, however I see no documentation of an offer to waive his restore from suspension fees on his January 2015 bill. In review of Mr. **********'s financial records since his November 2014 bill, I see the following information:

November 4th, 2014 bill printed for the amount of $237.04, which included a past due balance of $116.02 that was actually due by October 29th, 2014. The current balance of $121.02 of that bill was due by November 29th, 2014.
December 4th, 2014 bill printed for the amount of $250.13, which included a past due balance of $237.04 that was actually due by November 29th, 2014. The current balance of $13.09 of that bill was due by December 28th, 2014. The balance for this month was lower than normal due to the fact that Mr. **********'s account was suspended on December 4th, 2014. If a customer is suspended when their bill prints, we are unable to legally charge them for their service until their next bill prints. If the customer pays their balance to restore the account, they would then be charged for services used in the previous billing period, in addition to a $25.00 per line restore from suspension fee.
January 4th, 2015 bill printed for the amount of $300.85, which included a past due balance of $13.09 that was actually due by December 28th, 2014. The current balance of $287.76 of that bill was due by January 29th, 2015. The current charges of this bill covered services provided to Mr. ********** from December 5th, 2014 thru January 3rd, 2015, as well as January 4th, 2014 thru February 3rd, 2015 in addition to the restore from suspension fees that were applied when Mr. ********** made a payment on December 5th to restore the account from suspension.
February 4th, 2015 bill printed for the amount of $174.46, which included a past due balance of $50.00 that was actually due by January 29th, 2015. The current balance of $124.46 of that bill was due by March 1st, 2015.
March 4th, 2015 bill printed for the amount of $169.46, which included a past due balance of $50.00 that was actually due by March 1st, 2015. The current balance of $119.46 of that bill was due by March 29th, 2015.
April 4th, 2015 bill printed for the amount of $171.48, which included a past due balance of $50.00 that was actually due by March 29th, 2015. The current balance of $121.48 of that bill was due by April 29th, 2015.
May 4th, 2015 bill printed for the amount of $309.30, which included a past due balance of $121.48 that was actually due by April 29th, 2015. The current balance of $187.82 of that bill was due by May 29th, 2015.
June 4th, 2015 bill printed for the amount of $318.78, which included a past due balance of $194.30 that was actually due by May 29th, 2015. The current balance of $124.48 of that bill was due by June 29th, 2015.
July 4th, 2015 bill printed for the amount of $443.17, which included a past due balance of $318.78 that was actually due by June 29th, 2015. The current balance of $124.39 of that bill was due by July 28th, 2015.
August 4th, 2015 bill printed for the amount of $242.36, which included a past due balance of $278.17 that was actually due by July 28th, 2015. The current balance was actually a credit of $35.81, due to the account suspended for nonpayment, that went towards the previous balance to reduce charges due by August 29th down to $242.36.

Mr. **********'s account suspended for nonpayment for the final time on July 5th, 2015. On July 20th, 2015, his account cancelled for nonpayment due to the escalated past due balance. In further review of Mr. **********'s account, I see that he visited a retail location on May 3rd, 2014 to upgrade his phone number ending in 8728 to the LG Freedom 2. In that transaction, Mr. ********** signed a two year agreement to purchase that device for only $49.99 instead of the full retail price, so the early termination fee for that line was based upon the date of cancellation and the breaking of the remainder of the contract, which would have been fulfilled on May 3rd, 2016.

We have reviewed Mr. **********'s complaint. While we certainly empathize with the harsh effects of dealing with the winter cold and having increased costs of keeping warm during this time, however we have no documentation on Mr. **********'s account that confirms his request for assistance on his billing in December. In the following months, Mr. ********** never followed up with us to inquire about the previous balance of $50.00 that carried over for many months, which eventually caused the account to suspend for nonpayment on April 8th, 2015.

Due to any confusion of this issue, I have removed the two restore from suspension fees, in addition to the applicable taxes from Mr. **********'s January 4th, 2015 bill. This credit reduces Mr. **********'s total balance down to $186.60. All of the remaining charges on Mr. **********'s bill are valid fees and are not eligible to be waived.

We understand that sometimes things come up that can get you behind and we would love to help. If Mr. ********** would want to set up a payment arrangement on his balance, he can contact our Financial Services Department so we can go over payment options with him. Mr. ********** can reach our Financial Services at 866-487-5341. Our Financial Services are available Monday through Saturday from 6:00am-10:00 pm, Central Standard Time. The Financial Services Department is closed on Sunday.

Should Mr ********** have additional questions, he may contact our Customer Service Department at (888)944-9400.

Sincerely,

Shannon C
Customer Resolution Support
U.S. Cellular(r)

Consumer Response:
Complaint: ********

I am rejecting this response because:

I was lied to by the US Cellular Customer Service and now am being extorted, at the risk of my damaging my credit report, to pay a portion of the balance I was promised would be credited.  $50 dollars, for reconnection fees that were incurred for being shut off for going 85 cents over my credit limit, was rightfully credited, now, as originally promised.  However, while waiting for those very fees they now credited to be credited when I was told they would be, another $50 in reconnect fees were leveled against me (while paying the invoices as they were issued).  I am very disappointed and plan on telling everyone I know how horrible this entire experience has been and the dishonesty I have experienced as a Customer of this organization.

Sincerely,

James **********

Business Response: November 5th, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: James **********
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. **********’s rebuttal in which he states that he rejected our previous correspondence because he feels that he was lied to by a U.S. Cellular representative in reference to waiving restoral from suspension fees. We certainly apologize for any frustration that Mr. ********** has incurred while awaiting a resolution of this matter.

In our previous correspondences, we detailed the fact that when we access a customer’s account, whether it is on the phone with a Customer Service representative, or in the store with a Retail representative, a distinctive timestamp is left on the account to acknowledge that someone had pulled up their account.  Mr. **********’s last timestamp on his account, prior to his Better Business Bureau complaint, was from an interaction with a store representative on August 7th, 2014. 

There are no interaction memos to confirm his initial claim that someone would have waived a set of restoral from suspension fees to him as a courtesy due to the harsh winter conditions that his area incurred, which Mr. ********** stated that caused him to get behind on his U.S. Cellular billing.  Despite this lack of information, we waived this set of restore fees in our initial Better Business Bureau complaint.

While we certainly apologize for any inconvenience that the suspension in services may have caused him, Mr. ********** received multiple bills with past due balances that were delinquent, which twice led his account to suspend for non-payment.  Even with this information, we have offered and have honored in the previous complaint to waive one set of restore from suspension fees which lowered Mr. **********’s total balane down to $186.60.  All of the remaining charges on Mr. **********’s bill are valid fees and are not eligible to be waived.

Our position on Mr. **********’s account has not changed, due to the information that Mr. ********** has provided and the distinctive timestamps that would have been placed on his account had someone offered to give him a credit for his restore from suspension fees on his January 2015 bill.  Mr. ********** received multiple monthly bills after that transaction to warn him of any past due balance and Mr. ********** never contacted either our Customer Service team or Financial Services team to discuss these balances. 

Since we have offered to waive one set of the restore from suspension fees, even due to lack of any interactions from Mr. ********** during this time, we respectfully ask that this issue be marked as resolved by the Better Business Bureau as no new information has been provided by the customer at this time. Should Mr. ********** have additional questions, he/she may contact our Customer Service Department at (888)944-9400.

Sincerely,
Shannon C
Customer Resolution Support
U.S. Cellular®

11/16/2015 Problems with Product/Service
11/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to buy four phones from Uscellular , they charged me for the tax on these four phones $140 never received the phones and so I canceled service. After four attempts to trying get my money back I still have yet to receive my $140 back. 3 months. Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like to get my $140 back from Uscellular .

Business Response: 10/16/15

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ******** *****
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. Ms. ***** states in her complaint that she paid the taxes on four devices. She later returned the equipment and still has not received the refund for the taxes she paid. Ms. ******* desired resolution is to receive the refund she has requested from us.

I can certainly understand Ms. ******* complaint. I would be more than happy to carefully review the account for more information concerning this issue.

Upon review of Ms. ******* account, I see that on July 28, 2015 the customer called in to request a 15 day excellence guarantee return for four devices she did not yet receive. There are several notations on the account from 7/30/15and 9/4/15 where Ms. ***** called in regarding her refund. Based on the notations, I show that a refund of $142.80 was issued on 10/13/15 to Ms. ******* account for the tax amount she paid back in July.

Since the credit has been issued to the account, I now show a balance of $122.80 on Ms. ******* account that as of today is past due. If Ms. ***** is unable to remit payment to the account for the balance of $122.80, I would encourage Ms. ***** to contact our Financial Services Department by calling Customer Service at **************. Financial Services would be more than happy to review the account to see if we are able to provide Ms. ***** with a payment arrangement for the past due balance. Although payment arrangements due incur a $5.00 late fee on the account, they will also prevent interruption of service from a lingering past due balance. Financial Services are available Monday through Friday from 7AM-11PM, Saturday from 9AM-12PM and Closed on Sunday.

I am very happy to hear we were able to credit Ms. ******* account the $142.80 that was owed to her from the taxes on her returned equipment. If Ms. ***** has any further inquiries or concerns, she can contact our Customer Service Department at ************** and we would be more than happy to assist her.

Sincerely,

******* **
Customer Resolution Support
U.S. Cellular(r)

Business Response:
November 3, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: ******** *****
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account.  I am in receipt of Ms. ******* rebuttal concerning her U.S. Cellular® account.  In her rebuttal Ms. ***** states she cancelled her services within the 15 day guarantee and is still concerned she has not received a refund for the taxes she paid on four phones she ordered with us.  Ms. ***** also states that since she cancelled, she has called eight times to get the funds returned to her.  I am happy to further assist Ms. ***** in this matter.

After careful review of the account, as of 11/3/15, I show that the Final bill has not yet generated on Ms. ******* account.  Since there will still be additional credits that will generate on the final invoice, I will need to wait until the bill prints to issue further credits/refunds on the account.  Ms. ***** will be refunded any payment made for the taxes to the credit card that was used in store.  I will also ensure that Ms. ***** has a final balance of $0.00 for any charge that was incurred. 

I am happy to take full responsibility for Ms. ******* account and I will follow up with the account to ensure the Final Bill is credited accordingly.  I apologize that Ms. ***** did not have a good customer service experience in her previous interactions with us.  I am happy to assist Ms. ***** with any additional needs going forward until the issue is resolved.  Ms. ***** can contact Customer Service by calling ************** and provide a call back number where I am able to reach her by phone once the issue is resolved. 


Sincerely,


******* **
Customer Resolution Support
U.S. Cellular®Tell us why here...

Consumer Response:
Complaint: ********

I am rejecting this response because: I'm not sure why US Cellular keeps referring to my "bill" ? I called and canceled all services well  before any service was ever provided. I have stated before that the money CAN NOT be applied to my original credit card now because a month after this fiasco of customer service started my purse was stolen with that card! To say I have received poor service is accurate. I am appalled at  the lack of notation after speaking at length with many different reps from this company. I just recently received another "bill" please just issue me a check for these funds like I requested on my fourth phone call. I am shocked that this company is making me spend so much time over 142 dollars To say I Am disappointed is an understatement. I wait for their "final bill" and see what happens going forward. I am not convinced they will return my monies.

Sincerely,

******** * *****

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I switched my service from **** to U.S. Cellular because they had a store where I live and the promise of better rates. First off, they put the account in my middle name ***** instead of ******** Second, When I got my first bill it was for over $300. They said it was for activation fees which I was never told about. Third, I applied for a $50 rebate card if they couldn't beat my previous plan. I got a letter saying I wasn't eligible for it because I didn't put a protection plan on my phone, which again I was never told about. Fourth, I had a 4G plan with ***** They gave me a 3G plan and as a result I keep getting messages my data plan has reached 100% and I have to pay for more data. Fifth, they are suppose to pay off ***** Not only haven't they done it yet, but **** is adding late fees to my bill which means I will still have a bill with them because of the extra fees. And last, I just got my new bill and again it's over $300. Product_Or_Service: Apple // Account_Number* ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like them to do as they were promised when I went work their company. I'm on a fixed income and I can't afford the these bills. I was paying $140 an month wit* **** for better service. I would not have switched if I had known about this.

Business Response: October 31, 2015

Better Business Bureau of Chicago
Attention:  BBB Customer Relations Advocate
330 N Wabash Avenue, Suite 2006
Chicago, IL 60611

Re: Complaint Number:  ********
Customer’s Name:  ***** *****
U.S. Cellular® Account Number:  *********

Thank you for contacting U.S. Cellular® in reference to the above account.  We are in receipt of *** ******s correspondence regarding her account and the resulting issues and charges upon activation.  *** ***** states she transferred from **** to U.S. Cellular® at her local store based on the promise of better rates.  She then proceeds to list the following six issues causing continuing concerns to her.  These issues are as follows:

*** ***** states U.S. Cellular® incorrectly listed the account in her middle name of ******* rather than her first name of “Frances.”

*** ***** further states the first bill she received was more than $300.00.She advises she was told the high cost was due to activation fees of which she advises she was never informed.

*** ******s third concern involves a $50.00 rebate card offered if U.S. Cellular® could not offer her service at a cost lower than her **** plan.She advises she was not eligible for the $50.00 rebate card because she did not put a protection plan on her phone.*** ***** states she was not informed of the need for Device Protection+.

*** ***** states she had a 4G plan with **** and U.S. Cellular® ultimately placed her on a 3G plan.She advises as a result she is receiving messages that her data has reached 100% of the limit and she is paying a higher cost.

*** ***** states U.S. Cellular® is to pay off **** but has not done so.She advises she is receiving additional late fees assessed by **** which will ultimately result in her having a remaining balance on her **** account.

Lastly, *** ***** states she just received her most recent bill which is over $300.00 again.

*** ***** is very frustrated over these numerous issues.  Her desired resolution is for U.S. Cellular® to stand behind the offers made when she originally activated service.  She further states she is on a fixed income and cannot afford the high bills.  *** ***** advises she was paying $140.00 per month with **** for better service and would not have switched providers had she known of these issues. 

I can definitely understand *** ******s concerns and frustrations regarding the higher-than expected bills as well as the payoffs for her **** account.  Each and every penny counts in today’s economy, especially when one is on a limited monthly income.  There are many variables with each of *** ******s concerns listed above, and I am very happy to have the opportunity to work with *** ***** and provide details regarding each item.  For simplicity, I will provide responses to each item in a numbered list.

*** ***** is correct in her statement that her account has been activated under her middle name of ******* rather than her first name of *********”I want to profusely apologize for this error on our part.I would like to ask *** ***** to visit any U.S. Cellular® store at her convenience to have this information corrected.She will need to have a government issued photo ID with her (e.g., driver’s license, etc.) when she visits the store.*** ***** does not have to return to the same store if a different location is more convenient; any sales associate is able to quickly update the account name.I am sorry to say this is not a situation that may be corrected via correspondence.Due to security and privacy concerns and to ensure we are in compliance with all federal regulations, this information will need to be updated in the store with the proper ID.I apologize once again for this error.

*** ***** is correct in her statement that her first bill was in excess of $300.00.The total balance on the first bill dated September 2nd was $342.66.There are several factors contributing to these charges, so I will provide a breakdown of each:

*** ***** completed activation of her new service for two cell phones and one home phone on August 4 on a 1GB Shared Data (SD) Plan.Since *** ***** changed from the 1GB SD Plan to the 3GB SD Plan on August 6, so she was charged a prorated charge of $1.94 for these two days (August 4 – August 5).

When *** ***** changed from the 1GB SD Plan to the 3GB SD Plan on August 6, she was billed a prorated charge of $43.55 for the period of August 6 – September 1 (end of bill cycle) for the 3GB Shared Data Plan.

The normal monthly billing of $50.00 for the 3GB SD Plan for the full month of September 2 – October 1 also appeared on this statement.

*** ***** exceeded her 3GB SD Plan for the period of August 6 – September 1 by 908.485MB.Due to this overage, she was charged $15.00 for the additional tier of data.

Please note all of the above information is shown on pages 3-4 of the September 2 bill.

As noted above, *** ***** activated two lines of service on August 4.Line ending 0112 was activated with the purchase of a basic at a monthly charge of $30.00.As with the charges described above for the account level, there is a prorated charge and a normal monthly charge.The prorated charge for August 4 – September 1 for was $28.06, and the standard monthly charge for September 2 – October 1 was $30.00 (Page 9 of the September 2 bill).

Since *** ***** purchased the Kyocera Dura XA on a Retail Installment Contract (RIC), she qualified to receive a $10.00 Basic Phone Discount each month on this line.The discounts of $9.36CR for the prorated period of August 6 – September 1 and $10.00CR for the full month of service for September 2 – October 1 were properly applied.

*** ***** chose Device Protection+ (DP+) for this line.The proration for DP+ was $6.54 for August 6 – September 1, and the normal $6.99 charge for September 2 – October 1.

The Retail Installment payment for the Kyocera Dura XA will bill at $9.17 each month for a duration of 24 months or until she chooses to pay the remaining balance of the phone.

The second line of service activated August 4 was for line ending 0183 and is billed a $40.00 Smartphone Access Fee each month.Details of these charges are on Page 10 of the September 2 bill.

*** ***** disputes not receiving a $50.00 rebate card.This rebate is a called Guaranteed to Beat Your Plan offer and is offered for **** and Verizon customers.If U.S. Cellular is unable to match or provide a current offer lower in price than either of these carriers, the customer will receive a $50.00 gift card via mail.This card is only provided if we are unable to beat the competitor and the customer does not activate new service.Since *** ***** did activate new service, she did not qualify for this promotional offer.

*** ***** references her 4G data plan with **** and states we placed her on a 3G plan.This statement involves two different aspects.*** ***** was on a 1GB and then moved to a 3GB data package.As with ****, the speed of the U.S. Cellular® network is 4G/LTE.My review reveals she is receiving 3G and 4G/LTE speeds on her cell phone, and the mobile hotspot has only had usage on 4G/LTE speeds thus far.

*** ***** is concerned about her rebate for her payoff of the remaining balance with ****.I do want to clarify that we do not directly pay any other carrier.The rebate is in the form of a gift card sent to the customer typically in 10 to 12 weeks after submission.There are two separate situations involved with *** ******s concerns:

After obtaining copies of the contractual paperwork from the store, I find *** ***** did not elect to have the required Device Protection+ for line ending 0183.However, I have confirmed *** ***** added this protection on September 10, and I have submitted a request for an exception for *** *****.I am asking the Rebate Center to honor her **** installment balance payoff of $314.99.*** ***** will need to allow time for processing the rebate.If she will allow a few days for the exception request to be approved and her information updated, she may follow the progress of the rebate on www.uscelular.com/rebate.I will also monitor her account to ensure all processes correctly.

*** ***** also has an Early Termination Fee (ETF) of $74.00 for line ending 0112.A separate request is required for each individual line, and I do not see a request submitted for this number.She may visit www.uscellular.com/contractpayoff to submit a request for line ending 0112.I would ask that she complete a rebate form for line ending 0112 and upload or mail this with a copy of the **** statement showing the ETF just as she did with line ending 0183.Again, once this is completed successfully, she will need to allow for the processing period and may follow the progress on the site noted above.

*** ******s last concern is regarding the more than $300.00 balance of her October 2 bill.There are several factors involved in this final balance:
The prorated charge for August 4 – September 1 was $37.42, and the normal full month of service for September 2 – October 1 was $40.00.

The iPhone 5s was purchased on a Retail Installment Contract, so the line qualifies for a $20.00 Smartphone Discount each month.The application of the discount resulted in a prorated credit of $18.71CR for August 4 – September 1 and the full credit of $20.00CR for September 2 – October 1.

The monthly installment of $22.45 was applied.This charge will appear on each bill for 20 months or until the full price of the phone has been paid.

*** ***** also activated line ending 3450 as a home phone line of service on August 4.Charges are shown on Page 8 of the September 2 bill.

The proration for August 4 – September 1 was $18.71, and the standard full month of service billed for September 2 – October 1 was $20.00.

Due to a promotional offer for activating a home phone line of service, *** ***** received credits for of $18.71CR and $20.00CR to offset these charges shown above.This line of service did not cost *** ***** anything other than the $1.91 in fees.

On August 6, *** ***** chose to activate a new line of service for a mobile hotspot.The hotspot is line ending 1624 (P. 7 of the September 2 bill).

A charge of $17.42 for proration is for August 6 – September 1, and the standard monthly charge of $20.00 is shown for September 2 – October 1.

All new lines of service are charged with either a $25.00 or a $40.00 Device Activation Fee (DAF).Since *** ***** purchased each of the cell phones on a Retail Installment Contract, these lines were each assessed a $25.00 Device Activation Fee.As a part of the promotional offer at the time of activation, the home phone line (line ending 3450) qualified for waiver of the $40.00 Device Activation Fee, so she was not charged the $40.00 DAF on this line.Review of *** ******s account also shows she was not charged with the $40.00 DAF when she activated the mobile hotspot on August 6.This charge is normally applied to a new line of service; however, *** ***** received a waived activation for this line.

Calculation of all charges and applicable discounts shown above (underlined and in bold and italic) totals $305.47.With the $15.00 in data overage discussed earlier included and all applicable taxes and fees added, the final balance of *** ******s first bill came to $342.66.

I have obtained copies of *** ******s Retail Installment Contracts from the local authorized agent location where she originated her service.Because neither form *** ***** left with in hand has the $25.00 Device Activation Fee documented, I have waived both of these fees from *** ******s account.Total credit is $52.38.

This statement contains her standard monthly charges for her data package ($50.00), basic phone ($20.00 after RIC discount), smartphone ($20.00 after RIC discount), home phone ($20.00), mobile hotspot ($20.00), Data Controls ($2.99), Device Protection+ ($6.99 and $8.99), and RIC payments for the devices ($9.17 and $22.45).

Due to *** ***** adding Device Protection+ to line ending 0183 on September 10, there is a prorated charge of $6.59 for September 10 – October 1.

The home phone line charged $18.00 back to the account due to the promotional offer of one month of free service.Because the expectation of only a 30-day period was not clarified at the time of activation, I have credited the $18.00 chargeback.

*** ***** was assessed a $5.00 Late Payment Fee for making the payment for the September 2 statement after the due date.

The largest contributing factor to this balance is primarily due to $120.00 in data overages for the period of September 2 – October 1.As referenced earlier, *** ***** contacted Customer Service and was provided this information, and her plan was ultimately updated to 6GB.*** ***** was also given credit for $60.00 of the $120.00 overage charge while speaking with Customer Service on October 23.

With *** ******s new data package and all features charged and credits applied, she should expect a normal bill to be $185.59 before taxes/fees.  This quote is based on no additional charges for data overages, product purchases, late payment or restoral fees, etc.  If *** ***** finds that more data is needed, she could easily upgrade to a 10GB Shared Data Plan.  While this plan is $15.00 higher, her $20.00 discount on line ending 0183 would increase to $25.00.  Therefore, the additional 4GB of data would ultimately only run $10.00 more per month. 

As noted earlier, *** ***** states she is on a fixed income and cannot afford the higher-than-expected bills.  Her desired resolution is for U.S. Cellular® to honor the offers made when she activated service.  I would like to note *** ***** only had three lines of service with ****, and she has opted for four lines with U.S. Cellular®; she only had 3GB of data with **** where she elected to have 6GB with U.S. Cellular®; and only one device was financed with **** while two are financed with our company.  While the bill will be somewhat higher than her monthly costs with ****, it does include these additional features.  Once the two devices are paid in full, the monthly billing will drop by $31.62 (down to $153.97). 

I hope the explanations I have offered provide clarification to *** ***** regarding her first two bills.  I also hope the steps I have taken regarding the waived activation fees, the credit of the $18.00 chargeback, and the escalation of the rebate are satisfactory to *** ***** and will restore her trust in our company.  It is never our intention to mislead a customer in any form or fashion, and I apologize to *** ***** for any and all misunderstandings regarding her new account.  We are truly grateful she chose U.S. Cellular® as her wireless provider and hope to have a long relationship in the future. 

I sincerely appreciate working with you on behalf of Ms. Mabry.  Should she have additional questions or concerns, she may contact our Customer Service Department at (888) 944-9400 or by dialing 611 from her cell phone.  Thank you once again, and I wish you both a wonderful rest of your weekend.

Sincerely,
***** **
Customer Resolution Support
U.S. Cellular®

11/16/2015 Problems with Product/Service | Complaint Details Unavailable
11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When ordering phones there was an offer to buy an ** tablet for $99 and get a second one free. We purchased the tablets and were never told that we would have to pay $10/month for the term of the contract one is *** *** **** the other is *** *** ***** I talked to them about 3 or4 months ago and they said i agreed with the contract. I told them my contract was only about 6 pages and no where does it state that. They said they would have a copy of the contract sent to me and contact me.that never happened so I went back a month ago and showed them my copy of the contract. They again stated they would get a copy of the contract and contact me in a couple weeks. I have still not heard anything from them.We were never told we would be charged an additional $240 per tablet or we would not have purchased then. For $290 per tablet we could have purchased much larger and better tablets. Product_Or_Service: ******* *********/shared connect plan Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Refund the money paid for the monthly charges or provide the documentation they say I signed with the contract.

Business Response: October 21, 2015


Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ****** *********
U.S. Cellular Account Number: *********


Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of *** **********s complaint regarding being charged an access charge for the two tablets that were purchased on his account. He states that he was never advised of those access charges when he started those two lines of service. *** ********* requests the amount he has paid for those access charges be refunded to him, or for U.S. Cellular to provide proof that he signed the contract agreeing to those charges.

I am sincerely sorry for all of the frustration *** ********* has experienced due to the access charges being charged to his account each month for those tablets. It is never our intention to mislead any customer with incomplete information about charges for new devices. I appreciate the opportunity to review *** *********'s account and provide additional information he may find useful.

On November 6, 2014, *** ********* added five lines onto his account including the two lines for those tablets. The next note regarding contract retrieval is not seen until September 21, 2015, where an associate noted that they were requesting to have a contract retrieved and sent to them. The reason that *** ********* never heard anything back from this associate is due to that associate no longer being with the company. Any time a contract retrieval request is submitted, that contract is sent to the associate's email address. I apologize that *** ********* was never able to have that document delivered to him.

Even though I do not have a copy of the signed contract that *** ********* signed on that day, I do have the draft that was saved to the account. On that document the access charge of $10 is listed directly below the Associate Activation Charge of $40, just a few lines above where it explains the cost of those tablets. The reason that we are able to offer these tablets, valued at $270 each, as buy one for $99 and get the second free is due to these access charges.

We have reviewed *** *********'s complaint, and have determined that the access charge is listed on the documentation that he signed on November 6, 2014. As there is too much account specific information on that contract, I am unable to place a copy of it with this BBB response. However, if this customer would like to have a copy of that signed contract he may send this request to ****************************************, including his first and last name, the PIN to his account, and the reason for the request. When that request is received, we will locate the contract and send it back to him via email.

If *** ********* has any further inquiries or concerns, he can contact our Customer Service Department at 1-888-944-9400 and we would be more than happy to assist them.

Sincerely,

****** **
Customer Resolution Support
U.S. Cellular(r)

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
First the associate I talked to was the store manager and that was 3 or 4 months ago. He told me he was requesting it and a copy would be sent to me. I checked back a month later and was told it could take a billing cycle so I waited. If the only information they have is from my September request the store manager was not truthful and never sent the request as he told me he would. I did not document every date of my communication as I thought they would address it for me and provide the documentation or credit me.
I also filed this complaint because even though I visited the store again and was told a second time that they would get me the contract in September as they state i still have not heard anything a month later. I have to question why they continue to not provide the contract stating I was told about a monthly fee. My contract that I showed to the store is about 6 pages and has no information about the tablet fees.
I would also question why I would have to pay $290 for a tablet they claim is valued at $270. I can also get a larger better tablet from Walmart for less than $290 and had i known there was a monthly fee I would not have taken the tablets.
I have tried to get a copy of the contract they state I signed and the store has twice stated they would get it. Now they want me to request it again...not very good customer service. I also would like to know how they determined that the documents I signed have the access charges on if as they state later they will "locate" my contract after I send in a request again.

Business Response: October 24, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ****** *********
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of *** *********** rebuttal where he states that he submitted his first contract retrieval request 3 or 4 months ago, and that the first request was submitted through a store manager. He further states that he wants to know why he had to pay $290 for the tablet when we value it at $270, as well as how we determined that the access charge is listed on his contract. *** ********* wants to know why he has to resubmit a contract retrieval request if we already know that the access charge is listed on the contract he signed.

I would be happy to look to look further into *** *********** account to answer any further questions that he has on this subject, and I apologize for the continued frustration that *** ********* is experiencing with this issue.

I sincerely apologize that *** *********** first contract retrieval request was not documented on his account. Due to it not being documented, I am unable to determine who I should contact to see if they ever received a copy of your contract. Also, as I explained in my first response, the second request for your contract was documented on his account, but as that associate is no longer with the company, I have no way to contact them to receive that document.

At the time of the purchase of those tablets, the ** * Pad 7.0 LTE was valued at $290, but it has since gone down in price like all electronics do after a certain period of time. When I said that the value of those tablets is $270, I was quoting the current price for that tablet. I apologize for any confusion that this caused with *** *********.

As to how I know that the access charge was listed on the contract that *** ********* signed, as I stated in my first response, the draft is saved on his account. This draft is what our stores print out to have the customer sign when they purchase equipment for their account. The reason that I do not send this draft to *** ********* is because his signature is not on the document. However, I have gone ahead and submitted a request to have the signed document sent to me so I am able to see if this charge was listed on his agreement. When I receive this document, I will review the charges listed and send a copy to *** *********** address that is listed on his account. If, as he says, that the charges are not listed, then I will remove those charges from his account and credit the prior months that he has already paid for.

We have reviewed *** *********** rebuttal and will wait until the contract retrieval request has been received before making a final determination on his account. The turnaround time for this request varies from a few days to 2 weeks, so I ask that *** ********* please be patient while this document is searched for.

If *** ********* has any further inquiries or concerns, he can contact our Customer Service Department at ************** and we would be more than happy to assist him.

Sincerely,
****** **
Customer Resolution Support
U.S. Cellular(r)

11/16/2015 Problems with Product/Service
11/14/2015 Problems with Product/Service
11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I didn't understand the Basic Plan Minutes question - I have unlimited minutes.My complaint:I have been a customer for probably 15+ years. I had to drop 1 of my lines and change from a shared talk plan to an individual plan. The representative was very courteous & helpful. However, in order to change this plan, I was forced to sign another 2-year contract. I just don't think this is right & fair. I just simply wanted to drop and cancel 1 of my lines & not be forced to sign yet another contract. Product_Or_Service: ******* /SCHR480/Individual Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I don't want to be under another contract for 2 years.

Business Response:
October 27, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 94575995
Customer's Name: Wanda Faye ******
U.S. Cellular Account Number: 919917243

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. *****l's complaint. Ms. ****** states that she wanted to cancel one line without having to sign another contract. Ms. ****** states that she was forced to change from a shared plan to an individual plan and that she had to sign another 2 year contract. Ms. ****** does not wish to be under another 2 year contract. It's my pleasure to assist Ms. ****** in this matter.

Upon review of Ms. *****l's account, I see that on April 29, 2014 Ms. ****** started another two year contract that went until April 29, 2016. When Ms. *****l's plan was changed on October 24, 2015 her current contract was only extended by 18 months.

Ms. ****** was on a retired family plan and would have been paying $99.99 before taxes and fees each month, after cancelling the second line. Changing her plan lowered future bills to $40.00 before taxes and fees each month. This will save Ms. ****** $59.99 each month.

We have reviewed the recorded agreement between Ms. ****** and U.S. Cellular, on October 24, 2015. Ms. ****** was asked if she understood she was agreeing to a 24 month agreement and she replied 'Yes'. This provided Ms. ****** the opportunity to refuse the agreement and stay on her, then current, plan.

I have reviewed Ms. *****l's complaint. Due to the recorded agreement, wherein Ms. ****** was asked directly if she understood the contract and she answered in the affirmative which makes the contract valid. Regretfully, we will not be able to remove the contract from Ms. *****l's account.

Should Ms. ****** have additional questions, she may contact our Customer Service Department at (888)944-9400.


Sincerely,


Cindy Lou R.
Customer Resolution Support
U.S. Cellular(r)

11/13/2015 Problems with Product/Service
11/13/2015 Problems with Product/Service
11/13/2015 Problems with Product/Service | Complaint Details Unavailable
11/13/2015 Problems with Product/Service
11/13/2015 Problems with Product/Service
11/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have filed several complaints against US Cellular in regards to their billing department. The issue I was having was with my bill. I was constantly getting screwed over on my bill every month. Every month I would have to call and spend hours on the phone with customer service trying to get my account straightened out. They would constantly take off my discounts that I was suppose to be receiving such as the auto pay discount. They would automatically take my money out of my account to pay the bill but then would say I was not signed up for auto pay to be getting the discount. I finally got tired of their fraudulent billing and switched to another phone company. I believe I did that in July of this year. Since that time I have continued to have issues with US Cellular and their billing department. I have been trying since cancelling my service to get a complete bill so that I can pay my bill. The only thing they will send me is a statement with a total amount due on it. I have called multiple times trying to get an actual statement that shows a list of charges so I know they are not trying to fraudulently bill my for charges I don't owe, since they have such a history of doing so. I have repeatedly called to get a complete statement and they continue to tell me since I closed my account they do not have access to send anything like that out. The only thing they can send me is a bill with the total amount that does not list any individual charges. I went down to my local US Cellular store in Valentine and spoke to Dottie. Dottie also called trying to get this statement for me and was told the same thing. She tried her best to help me but was unable to. As a representative of US Cellular, she was very shocked that the company would do this. In October I received a letter from a collection agency stating US Cellular had turned me into collections for nonpayment. I have been trying for months to pay this account! Contact Dottie at Huskerland Communications for verification. Account_Number: ###-###-####

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) US Cellular needs to withdraw my account from collections. The collection agency would take at least 40% of the amount owed for their service, so US Cellular can adjust that from my account also, $120.00. I made several attempts to pay this account and they made it impossible for me to do so. I will only pay this account once it is removed from collections and I am only willing to pay $180.0 due to their failure to provide a complete statement.

Business Response: October 26, 2015

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

Re: Complaint Number: 94575829
Customer's Name: Billie *******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. *******'s complaint in which she details her troubles with our billing department including trying to get a detailed statement that individually lists each charge. Ms. ******* has requested that U.S. Cellular withdraw her account from collections, make a $120.00 adjustment and accept a payment of $180.00.

My name is Amy and I appreciate the opportunity to review Ms. *******'s complaint. We would like to sincerely apologize to Ms. ******* for the frustration she has experienced. It is never our intention to cause our customers trouble, especially to the point of cancelation. I hope to provide information Ms. ******* will find helpful.

To receive a detailed list of charges, Ms. ******* can request a detailed print out from Diversified Adjustment Services, the collection agency her account has been placed with. While we are not able to withdraw Ms. *******'s account from the collection agency, I am happy to detail the charges, and billing dates of those charges, Ms. ******* had prior to being turned over to a collection agency.

On 4/20/15 we sent a bill to Ms. ******* in the amount of $69.56 due 5/15/15. This bill was higher than past bills because we received notification from the Nebraska Telephone Assistance Program (NTAP) that Ms. ******* no longer qualified for a lifeline discount of $13.50 or a credit to the Regulatory Cost Recovery Fee of $1.82. A payment of $55.00 was received on 5/15/15 leaving a balance of $14.56. This was the final payment we received from Ms. *******.

On 5/20/15 we sent a bill to Ms. ******* in the amount of $91.69. This included the past due balance of $14.46 and current charges of $77.13 due 6/13/15. On this bill Ms. ******* did not receive her 5% auto-pay and paperless billing discount, a value of $3.50, since she had a past due balance carried over from the month before.

On 6/20/15 we sent a bill to Ms. ******* in the amount of $246.49. This included a past due balance of $91.69 and current charges of $154.80 due 7/14/15. Because Ms. ******* ported her number to another service provider on May 27th, we issued a credit of $54.19 for unused services from that day until the close of her billing cycle on June 19th. There was an early termination fee of $203.65 plus taxes and fees on this bill as well. This was from breaking the two-year contract Ms. ******* signed for on July 26th, 2014 when she received a 16GB iPhone 5c.

U.S. Cellular received a request from the postal service to update Ms. *******'s address on August 14th. To protect the privacy of our customer's accounts, we will not send a copy of an old bill to an alternate address until at least one bill has been received at the new address. We would typically know a bill has been received at a new address when a customer is able to remit payment for the bill received. On September 15th Dottie from Huskerland Communications spoke with Samantha from our Customer Service Department. Samantha advised Dottie if bill reprints were mailed they would go to the address they were originally sent to. She recommended Ms. ******* visit a corporate owned store so we could print out the bills in store for her with a copy of a valid photo id. On September 21st Ms. *******'s account was assigned to Diversified Adjustment Services, an outside collection agency. Once an account has been assigned to an outside collection agency U.S. Cellular is no longer able to send billing reprints and all reprints must be requested through the collection agency.

We are truly sorry for the frustration Ms. ******* has encountered. We want to assure Ms. ******* the bills detailed above are accurate. Should Ms. ******* have additional questions, or to request a detailed bill print out of all charges, she may contact Diversified Adjustment Services Inc. at ###-###-####.

Sincerely,

Amy C.
Customer Resolution Support
U.S. Cellular(r)

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
It does me no good now to contact the collection agency to get a detailed statement. I tried for months to get it from US Cellular, which is who I owe money to and who should have been able to provide this statement. You claim you sent a bill to me in April 2015. Only $55.00 was paid towards that bill because that is what I had to set my auto pay up to pay. My auto pay was set up to pay a maximum of $55.00 due to US Cellular taking out an excessive amount from my account every month. I understand my bill in April was more due to one of my discounts being discontinued. The trouble I had was for the last 2 years when I did have the discounts and they continued to ignore them and not apply them and take out an excessive amount from my bank account. I did get a bill from US Cellular in May but it did not list the charges, only a total amount. I wanted to know what I was being billed for, so your explanation now does not do me any good. I needed to know in May, June, July and August so I could pay my bill. I called every month to get a detailed statement and all they would send is a total of what I owed. I did receive those statement every month but it was not a detailed bill. You claim in August you received noticed that I moved. I did not move. My address has not changed. In September when Dottie from Huskerland communications called she was told that since I switched carriers and my account was closed they could not provide a detailed bill. She was also given an address for me. She said she was not allowed to give out the address they had on file but it was listed in a different town. They also told me at that time that I needed to go to a cooperate store to get a detailed bill. The closest cooperate store was 120 miles away. A week later I was turned over to collections. There is no reason US Cellular should not have to provide a detailed account statement of what they are expecting me to pay. There is no reasonable excuse for them to expect somebody to pay a bill without knowing what they are paying. Due to all the trouble I had with US Cellulars billing for over a period of 2 years I look at my statements very closely. I am not disputing that I may possibly owe all the charges billed but there was no way for me to know. I find this completely inexcusable that after being a customer for 5 years I get turned over to collections because of their failure to provide a proper statement. US Cellular needs to be investigated for fraudulent billing and improper practices! I did everything I could to try to pay this account. I called every month. Sometimes several times a month. I went down to my local office and tried to get help from them. I should not be expected to drive 120 miles one way to obtain a statement due to US Cellulars lack of proper procedures. I do not understand how any business would expect somebody to pay a bill based off of a total amount and not show what the details of the bill were for. I have never heard of that before from any legit company or business. Your apology means nothing at this point. You turned me into collections for your faulty practice and now you are trying to explain yourself and defend what you did. It does me absolutely no good for you to explain now what my charges are after you have already turned me into collections. You could have done your job and provide a statement showing these charges months ago and none of this would have happened. Now I have to pay the price for your incompetence. Shame on you US Cellular!

Business Response: October 28, 2015

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

Re: Complaint Number: 94575829
Customer's Name: Billie *******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. *******'s rebuttal, wherein she states her auto pay was set up to pay a maximum of $55.00 due to U.S. Cellular taking out an excessive amount from her account and trouble with discounts not applying. Ms. ******* states our explanation of the charges and our apologies now do not do her any good. She also states she did not move and Dottie, her sales associate, was told a detailed bill could not be provided because her account was closed. Furthermore, Ms. ******* states there is no reason U.S. Cellular should not have to provide a detailed account statement of what she is expected to pay and that she may possibly owe all the charges but there is no way for her to know.

We certainly apologize for any inconvenience that Ms. ******* has incurred with her bill and her account being turned over to a collection agency. We are truly saddened Ms. ******* is so disappointed with U.S. Cellular. Our goal is to provide the best experience possible to each one of our customers.

We want Ms. ******* to be confident in the charges she has been billed for. With permission from Diversified Adjustment Services, the collection agency Ms. *******'s account was turned over to, we are able to provide Ms. ******* a copy of her bills dated: 5/20/15 and 6/20/15. Even though U.S. Cellular is providing the reprints, Ms. ******* needs to direct her payment to Diversified Adjustment Services, not U.S. Cellular. These bills will be mailed to the address Dottie confirmed with our Customer Service Department when she called on Ms. *******'s behalf on September 15th.

In regards to Ms. *******'s address, I am able to confirm Ms. ******* was on paperless billing while her account was active with U.S. Cellular. This means Ms. ******* was receiving her bill electronically instead of a standard paper bill. Once the account closed we began to send paper bills and notices. This is the point at which we received a notification from the U.S. Postal Service that Ms. *******'s address had changed. We actually received two notifications; the first on August 14th and the second on August 31st. I apologize if this update was in error and I would encourage Ms. ******* to check with the United States Postal Service to see if they have directed any other businesses to change her mailing address.

U.S. Cellular is happy to mail our customers a detailed bill of all charges. I apologize if Dottie told Ms. ******* anything to the contrary. As outlined in my previous response, we told Dottie any billing reprints would automatically be sent to what we understood was an incorrect for Ms. *******.

We do not have any documented interactions with Ms. ******* from May 26th, the day before she ported her number, until August 31st. We were not trying to prevent Ms. ******* from having a detailed copy of her billing statements. Her account was referred to a collection agency very shortly after she began communicating with us again because there were approximately three months where we did not receive any correspondence. We allowed Ms. ******* to carry a past due balance with us from May 16th until September 21st.

I appreciate the opportunity to respond to Ms. ******* and provide information I hope she finds helpful. Should Ms. ******* have additional questions, or wish to make a payment, she should contact Diversified Adjustment Services Inc. at ###-###-####.

Sincerely,

Amy C.
Customer Resolution Support
U.S. Cellular(r)

11/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Phone stopped working. Us cellular rep stated because the Sims card is notorious for causing the malfunction. I don't feel as if I should have to pay for a replacement phone. Since the malfunctioning phone I purchased through us cellular, the Sims card purchased and installed by us cellular reportedly caused the malfunction of the phone. Product_Or_Service: ******* /****** s4/ Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Full credit to be granted for current billing of replacement phone.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Because the phone malfunctioned and was u fixable according to the sells rep Tim at the Delafield wi l9cation. I was told I was eligible for an upgrade. However I do not feel as if 8 should have to purchase a replacement phone for hundreds of dollars when the phone I had just stopped functioning by no mistake treatment by myself. I am contesting the fact that us cellular suspended my service do to not being able to pay for the phone in full price all at once. Us cellular has not offered any other alternative solution other than me buying a new phone. Then suspending my service. The rep said the Sims card that was purchased at us cellular, installed by us cellular, malfunctioned the phone. I should. Ot have to pay for a new phone out of pocket when it was not my doing the phone stopped fuctioning.

Business Response: October 27, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 94575828
Customer's Name: TONYA ********
U.S. Cellular Account Number: 213550062

Thank you for contacting U.S. Cellular in reference to the complaint listed above received October 26, 2015. As a member of U.S. Cellular's Customer Resolution Support Team, I am responding to the complaint filed by Ms. ********.

Ms. ******** stated her phone stopped working and was advised by a U.S. Cellular representative that the SIM Card was notorious for causing malfunctions. Ms. ******** doesn't feel as if she should have to pay for a replacement phone since the phone is malfunctioning. Ms. ******** desired settlement is to receive a full credit to be granted for current billing of replacement phone.

First allow me to apologize if we advised Ms. ******** that SIM Cards are notorious for malfunctions. Currently we are unaware of any known issues regarding the SIM Card causing issues in devices. As Ms. ******** mentioned, she doesn't feel she should have to pay for a replacement device and I am happy to say, I see Ms. ******** upgraded her device on July 24, 2015 from the ******* ****** S4 to the ******* ****** Note Edge. When you purchase a new device the phone comes with a one year manufacture warranty, which covers manufacture defects. If the device does not fall within the manufacture warranty, Ms. ******** can choose to utilize her Device Protection to have her phone replaced. Please know with Device Protection there is a $175.00 decidable, per incident.

At this time we would love the opportunity to troubleshoot Ms. ******** device. I would suggest Ms. ******** visiting the local store near her and if necessary we can send her device off for repair or if she prefers she may reach out to our Technical Service Department at the number provided below. I am sad to say I am unable to provide the request Ms. Reynold has asked for as I am unable to waive any fee associated with a replacement device, through warranty or Device Protection.

Although my research did not produce the outcome Ms. ******** had hoped for, I would like to take this opportunity to thank Ms. ******** for her years of service with U.S. Cellular(r) and I appreciate the opportunity to address her concerns. Should Ms. ******** have additional questions, she may contact our Customer Service Department at (888)944-9400.


Sincerely,


MaryAnn K.
Customer Resolution Support
U.S. Cellular(r)

Business Response: October 28, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 94575828
Customer's Name: Tonya ********
U.S. Cellular Account Number: 213550062

Thank you for contacting U.S. Cellular in reference to the above account. Ms. ******** stated because the phone malfunctioned and is not fixable she would be eligible for an upgrade. Ms. ******** feels she should not have to purchase a replacement phone for hundreds of dollars when the phone she purchased just stopped functioning.
Ms. ******** is also contesting that her service is suspended do to having a past due balance. She feels she is not being offered any other alternative solution other than buying a new phone. Ms. ******** mentions she was told the SIM Card that she purchased at U.S. Cellular, installed by U.S. Cellular, malfunctioned the phone. Ms. Reynold feels she should not have to pay for a new phone due to the malfunction.

I am sincerely sorry for all the inconvenience Ms. ******** has experienced when trying to get her phone replaced. I will be more than happy to research the account and provide assistance.

After reviewing Ms. ******** account, I noticed she has a one year manufacture warranty on her new device purchased on July 24, 2015 which will cover any defects in the device. What we would ask Ms. ******** to do is either visit the local U.S. Cellular store or calls our Technical Department to have her phone replaced. Please know the phone will be replaced as long as the device shows no physical or water damage. Ms. ******** will be responsible to pay for the $35.00 replacement fee, at the time of the transaction; this is called an Advance Exchange.

I understand Ms. ******** is disappointed we are unable to offer her another option to pay the remaining balance off at this time. As Ms. ******** is aware the outstanding balance of $28.05 will need to be paid in full in order for the account to be restored. Once the account is restored she will see proration along with her regular service and a $25.00 restore fee. Ms. ******** will need to have the account in good standing to order her replacement device. Should Ms. ******** need more time to pay her balance she will need to partner with our Financial Service Department to view all of her options.

Should Ms. ******** have additional questions, she may contact our Customer Service Department at (888)944-9400.


Sincerely,


MaryAnn K.
Customer Resolution Support
U.S. Cellular(r)

11/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: DECEPTIVE & MISLEADING PRACTICES WITH UNFAIR CREDIT INTERFERENCEThis formal complaint being filed is for the false and misleading use of the term Unlimited Usage by the company US Cellular and not for the actual service they provide. The term or descriptive phrase, Unlimited Usage being used to describe the access of their Data service in 2010 service have never been used and should have been discontinued as it is deceptive in nature and leads customers to believe there is no limit on usage. No matter how you spin it, the dictionary denotation of the word unlimited is still the same and US Cellular was wrong to use it on a service that had an UNDISCLOSED LIMIT. US Cellular falsely advertised to me and mislead me with what they called UNLIMITED DATA USAGEAs a result my service was interrupted when an UNDISCLOSED 5GB LIMIT was reached. The sudden termination of service halted my business and threatened my livelihood forcing me to switch service to Verizon Wireless who at the time also offered an UNLIMITED DATA plan. The switch resulted in an early termination of the US Cellular contract in which they mislead me to believe my data usage was UNLIMITED.US Cellular has since reported an unpaid early termination fee of $51.00 to the credit bureaus causing my credit to drop since 2011. US Cellular representatives lied to me and every other consumer purchasing a service plan at that time by not disclosing their mysterious interpretation of the word unlimited.NO ONE should be allowed to deceptively use a word or term that has already been well defined by society, the dictionary, and the history of its use, to mislead consumers into contracts based on the implied definition.Any and all entities that use the term UNLIMITED better be sure its what they are indeed defining to consumers, or they should not be allowed to use that word by itself, as part of a phrase or at all, period. Its just common sense! Product_Or_Service: Other /*** Touch Pro II/Wide Area 700 w/ Unlimited Data Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) US Cellular's own misuse of language resulted in a failure on their part to provide service to me as a contract holder which resulted in the need to terminate that very contract. US Cellular needs to immediately retract the claim that I owe them an unpaid balance for early termination and remove any entry from all credit bureaus stating that I am in default to get that off my credit reports. They also need to cease any and all collection efforts for this ridiculously stupid amount of $51.00

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Their claim of not selling Unlimited Data usage in 2010 is irrelevant as my contract was dated November 30th 2009 and carried over into 2010. I have attached the final Invoice from US Cellular along with the one dated December 2009 showing the *** Touch Pro II Phone which was coupled with the plan.
The company's sales rep sold me an "easyEdge" Data service plan for an extra $24.95 per month. This service with the SOC of ********* was explained as an UNLIMITED USAGE plan and this is further noted on every single bill I got afterwards. NO WHERE on my contract does it say anything about some mysterious cap of 5GB. NO WHERE!

The attached PDF has all the account info in the world as it is a scan of that last bill. (US-Cellular-Complaint-BBB-Paperwork.pdf)

Business Response: October 23, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ***** ****
U.S. Cellular Account Number: unknown

Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Shawn ****'s correspondence. In his complaint Mr. **** states he purchased a plan that included unlimited data and that when he exceeded 5 Gigabytes of data, which he says was not disclosed, then his service was disconnected. He then moved his number to Verizon and was charged for an Early Termination Fee which has since gone to a third party collection agency.

As a resolution he would like us to remove the account from the collection agency and remove the fee of $51.00.

We have reviewed his complaint but in this complaint he does not provide an account number or the phone number that he used when he was at US Cellular. We cannot therefore access his specific account.

By way of general information we can affirm that we did not sell, nor advertise, an Unlimited Data plan in 2010 which is the year he mentions that he had service.

Please advise ***** **** to resubmit this complaint with his account number or the phone number he had when he was with US Cellular. We will be glad to discuss his account in a specific manner at that time. If he has documentation such as a contract or a US Cellular statement indicating that he had unlimited data we will be glad to review this documentation. He can attach this documentation in a response to this BBB complaint if he prefers to do so. 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,

****** **
Customer Resolution Support
U.S. Cellular(r)

Business Response: October 28, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ***** ****
U.S. Cellular Account Number: 4********

Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. ****'s rebuttal in which he attaches his bill from 8/24/10 and 12/24/10. Since these two bills include his account number we can proceed with viewing his account.

In this rebuttal Mr. **** states that in my response I mentioned that we did not sell unlimited plans in 2010 but his contract was initiated in 2009. He advises us that the attached statements show that he was paying $24.95 a month for data and that it was his perception that the data was unlimited, that this is how it had been explained to him. He mentions that this is noted on every bill he received. He says the contract does not explain that there was a 5 GB limit.

Mr. **** is correct that in my response I advised him that we did not offer an unlimited plan in 2010. I would like to add to my response that we did not offer, or advertise, an unlimited plan in 2009 either. If there was a misunderstanding in the retail store we do apologize but since we cannot go back and "hear" what was said in the store we can only defend our position by knowing that an unlimited plan was not offered during these time frames. We do take note of his statements that he attached that show he had unlimited messaging but it does not say unlimited messaging and unlimited data. The statements therefore do provide his phone and account number but do not provide evidence that his data was unlimited.

I am still unable to provide any specific information regarding his balance. We are unable to
make any adjustments or discuss the nature of the balance since we no longer have
access to the details of the account. The account no longer belongs to us and has been sold to
Credit Management LP. Mr. **** would need to contact the collection agency that now owns
the account to settle this matter. The name of the collection agency that his account has
been assigned to is:

****** *********** *** ***** **** ************* **** *********** ** ***** ************

We certainly hope that Mr. **** is able to resolve this issue with CMI and wish him the best in his future endeavors. Thank you for taking the time to contact us.
Sincerely,
****** **
Customer Resolutions Support
U.S. Cellular(r)

11/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been with US Cellular since 2008. In October 2014, my wife and I relocated to Indiana for work. We talked to US Cellular about ending the contract since they did not offer service in the area where we moved. They told us that we would have to return the phones to get out of the ETF. The gentleman that I spoke to stated that they would send a package that we could return the phone in. We have never received a package to return the phones, but instead they have turned it over to collections. My wife and I have both tried talking to US Cellular numerous times and each person we spoke to tells us something different. We have been refused the ability to speak to a supervisor, told "I don't care" by one representative, told that we could not have the phones unlocked even if we paid the fees unless we brought the phones into a US Cellular store even though we do not have a US Cellular store where we live. When we asked to speak to someone at the corporate office, we were told that someone would call us, they never called. We have never been treated so poorly and rudely by any company before. Now we are being harassed by collection companies for more than $800. We have tried to resolve this on our own and return the phones and they refuse to work with us. Product_Or_Service: Apple /Iphone/Unsure Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want US Cellular to send the package that is needed to return the phones to them like I was promised. I want the fees adjusted appropriately without the ETF. I also want the credit fixed.

Business Response: October 20, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ****** *******
U.S. Cellular Account Number: *********
Thank you for contacting U.S. Cellular in reference to the above account. Mr. ******* states that he has been a customer of U.S. Cellular since 2008. Mr. ******* states the in 2014 he relocated to an area outside of the U.S. Cellular footprint therefore the only coverage they get is roaming coverage. Mr. ******* states that we advised him to return his equipment and we would waive the Early Termination Fees. Mr. ******* was waiting on the package to be sent to him so he could return the item and he never received it and now his account is in collections. Mr. ******* states that he then asked to speak to a supervisor and after several requests for a supervisor and being treated rudely by the associate, he was then able to speak to a supervisor. Mr. ******* states that when he requested to have the phones unlocked so that the phones may be used with a local provider, he was advised that he would need to first pay the Early Termination Fees and then drive to a U.S. Cellular store to get the phones unlocked. Mr. ******* states that he explained that there were no U.S. Cellular stores nearby. Mr. ******* states he wanted to speak to someone from corporate office and never received a call. Mr. ******* goes on to say he has never been treated so poorly and rude by any company. Mr. ******* states he is now being harassed by the collection agency for more than $800.00. He goes on to say he has tried to resolve this on his own and return the phones and U.S. Cellular refuses to work with Mr. *******. Mr. ******* desired settlement is to have the return packages sent to him as promised and all the fees adjusted appropriately without the Early Termination Fee and his credit fixed.

Customer satisfaction is and has always been our company's primary goal. I would like to apologize for any frustration Mr. ******* has experienced regarding this matter. It is never our intent to make things more difficult.

After reviewing the account, I confirm on November 29, 2014 we did in fact offer Mr. ******* to return the devices and provide a copy of his new utility bill as proof of move and we would waive the Early Termination Fee as a courtesy. Mr. ******* stated he would consider and call back. An hour later, Mr. ******* called back and wanted the unlock code for his device and was advised he would have to complete the contract terms or pay the Early Termination Fee before the devices could be unlocked. Later that day we talked to Ms. ******* and she agreed to pay off the Early Termination Fee and go to the store and have the phones unlocked. Ms. ******* requested to speak to a supervisor and once again was advised the Early Termination Fee needs to be paid before unlocking the devices and unlocking her devices requires visiting the local store. Ms. ******* advised she had already moved and was no longer in our coverage area. At that time, we advised the Early Termination Fees are valid fees, as the phones where never returned nor a utility bill provided. During this call Ms. ******* requested to speak to a Manager. We advised she would receive a call back in 48 business hours.

I humbly apologize as we were unable to call Ms. ******* back as the numbers had canceled on the account and no call back number was given.

I see on August 17, 2015, Ms. ******* made an attempt to reach out to us via the Better Business Bureau however, due to the state of the account we requested the account holder to reach out to us. On August 28, 2015 the Better Business Bureau did not hear anything back from either Mr. or Ms. ******* and the dispute was closed.

I am sad to say the offer to return the devices and provide a copy of the utility bill of the move was back in November of 2014. At this time, the 60 days to return the device and provide the bill has clearly ended and we are no longer able to make any changes or provide any adjustments to the account as the request to provide the information above was never fulfilled.

Although my research did not produce the outcome Mr. ******* had hoped for, I would like to take this opportunity to thank Mr. ******* for his years of service with U.S. Cellular(r) and I appreciate the opportunity to address his concerns. Should Mr. ******* have additional questions, he may contact our Customer Service Department at (*************


Sincerely,

******* **
Customer Resolution Support
U.S. Cellular(r)

Consumer Response:
Complaint: ********

I am rejecting this response because:

I find it interesting that US Cellular keeps stating that we did not follow up  and are holding us accountable for our actions, yet they are in no way holding their employees accountable for their actions.  We should not have to follow up for a package that an employee said they would send.  That is not our fault that an employee did not follow through with what they were suppose to do.  This company is constantly making it impossible to communicate, understand, or follow through with anything.  When you talk to 5 different people and all 5 people tell you different things, and then you make a complaint and that person tells you a 6th different story, how are we to know which person to believe and which person is giving us the proper instructions?  We don't.  This seems to be the way US Cellular operates.  Keep you confused but damn sure wants your money even if they are at fault.  Also, they state that they spoke to my wife, that my wife discussed having the phones unlocked, however, my wife was not the account holder and could not officially make that decision.  After all, they would not accept the BBB complaint that she filed because she was not the account holder.  That is why I refiled one.  What is the difference?  They cannot respond to a complaint that she filed, but they can listen to her on the phone and go against what I requested when I asked for a return package?  She was not the account holder and therefore could not override what I discussed with the representatives.  After all, I am the official account holder and therefore she had no authority with the contract anyway.  I was told I would receive a return package and never did.  That is the point.  I was never told 60 days, they knew the address we moved to as they were able to get it to a collection agency, and it is not my responsibility to make sure their employees do as they say they will.  Don't feel that it is fair at all that I am fully accountable and their employees get by with lying and not carrying out their job responsibly.  I would be fired if I did that at my job.  Finally, I have had service with ***** ******** *** ****** in that past and can honestly say that these companies NEVER acted or treated us the way US Cellular did.  I would never ever do business with US Cellular again and have made sure to let all of our friends and relatives that are in the coverage area know how they have done so that they will not use them either!  Even my employer left them before I moved.  That should say something about these crooks.  Now I am stuck with phones that I cannot use, that are not unlocked, cannot be unlocked unless we drive hundreds of miles, and now they say they will not take back!  Unreal!!

Sincerely,

****** A *******

Business Response:

November 4, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer’s Name: ****** *******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. Mr. ******* is rejecting our response because he feels we did not hold up on our side of the exception.  Mr. ******* stated his wife is not the account holder and would not be able to make any decisions on his account, as proof in the Better Business complaint she had filed and U.S. Cellular was unable to respond to her.  Mr. ******* is unsure why Ms. ******* can call Customer Service and get a response and send a Better Business complaint and get denied.  Mr. ******* goes on to say he never received a return package and that is his point. Nor was he advised he had 60 days to return the equipment. Mr. ******* feels he has been treated unfair and will never be a part of the U.S. Cellular family and will let all his friends and family know as well.

Please allow me to apologize for all the confusion and frustration this experience has caused Mr. ******. As we advised previously, we had made an exception to have Mr. ******* return the equipment in order to waive the Early Termination Fees due to moving outside of our coverage area.  This is not our standard procedure and was an exception to him. I understand Mr. ******* feels we did not hold up on our side of the exception and for that I humbly apologize. As Mr. ******* stated we did in fact reject Ms. *******’s Better Business complaint and spoke to her over the phone.  Just to bring clarity Ms. Stanley was fully authorized on the account to make all changes including termination fees.  However when the Better Business complaint was composed the account was already sent out to an outside agency which means only the account holder has the ability to discuss the account. 
I am disappointed I was unable to provide Mr. ******* with the results he had hoped for. I appreciate the opportunity to address his concerns. Should Mr. ******* have additional questions, he may contact our Customer Service Department at (*************

Sincerely,


******* **
Customer Resolution Support
U.S. Cellular®

11/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called them to find out what my early termination fees would be. After trying to convince me to stay they put a block on all my phones. When I went to a different carrier I could not transfer my service. I called them they said they would not remove the block until I paid the cancellation fees. I paid the fees and my phone 13 hours later is still blocked. I can't use my phone to call them, because it is not working. Product_Or_Service: Apple /iPhone plus and 6/Unknown Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Unblock my phone so I can resume service with another company

Business Response: October 16, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 94574597
Customer's Name: Terri ***********
U.S. Cellular Account Number: 851124557

Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. ***********'s correspondence concerning the release of her numbers. I do apologize for the delay in our response and I welcome the opportunity to address his concerns.

I am sorry to hear of the dissatisfaction that Ms. *********** has experienced with our service and her recent transgressions in trying to move her service. I do see where she partner with our Solutions Consultants team on October 14th, 2015 to close the account and pay any necessary charges to allow us open her number to be ported to another provider and to unlock her phones. At this time the request was submitted to have her devices unlocked which is a process that can take up to 48 hours to complete. We spoke with Matthew Ward, an authorized party for account, and Ms. *********** several times the following day advising them as the time frame needed to unlock their devices. This is a process that can take some time for the iPhones(r) on the account and is not an immediate process. As of approximately 8:45am this morning (October 16, 2015) the account was noted from our Direct Fulfillment Team that the process is nearly finished and rebooting the devices should complete the process.

If at any time Ms. *********** has any additional questions or concerns, we hope she does not hesitate to contact the Customer Service Team with U.S. Cellular(r) by dialing 888-944-9400 from any land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you.




Sincerely,
Thom D.
Customer Resolution Support
U.S. Cellular(r)

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
If this statement were true then why did you tell the BBB that all the phones had been unlocked? Why was it that every time I called I received a different response? Why did you unblock 2 of the 3 phones. As usual your company is full of nothing more than LIES and deceit! When I cancelled my service with you I not only had a credit with you, but I also paid you$744.00 in cancellation fees. i cancelled service on the 14th, the first phone was unblocked 10/17. The second phone was unblocked 10/19. The last phone you refused to unlock. I have since purchased a new phone for that line, so therefore I feel US Cellular owes me either the price of the new phone, or refund me the cancellation fees.

Business Response: November 2, 2015          

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 94574597
Customer’s Name:  Terri ***********
U.S. Cellular Account Number:  851124557

Thank you for getting back with us. I have been in direct contact with an Operations Manager regarding the situation. As a company, we’ve already made an exception to allow the unlocking of the first two devices before the final invoice has been paid. This policy is designed to uphold the regulations set forth by the government, minimize our risk, keep bad debt low, and ensure that we don’t unlock other carriers’ devices. My first correspondence stating the devices were unlocked was a misinterpretation on my part and for that I do apologize.

This is the position we must follow until the time in which the final invoice has been fulfilled. When a device is purchased at a subsidized price as her phones were, the Early Termination fee is a way to help minimize the loss in revenue to U.S. Cellular. As the decision was made by Terri to leave U.S. Cellular®, the Early Termination Fee will stand and because of her voluntary decision to leave we will not reimburse her for any additional equipment purchased elsewhere.


We do sincerely apologize for the frustration this situation has caused. As always, feel free to contact us with any additional questions.


Sincerely,
Thom D.
Customer Resolution Support
U.S. Cellular® 

11/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 9/18/2015, I prepaid my account for the month (Sept - Oct) for a total amount of $42.58.On 9/24/2015, I switched providers and terminated my month-to-month contract with US Cellular.US Cellular refuses to issue me a refund for the balance on my account - for services that I paid for in advance that did not use. Product_Or_Service: Samsung // Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want a refund of $30.00. I used one week of the service (1/4 of a month) and believe I am entitled to a refund of the remainder of the service which I paid for, in advance, but did not use.

Business Response: October 26th 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: *********** *******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. *******s' complaint regarding a refund request.

Mr. ******* states that on September 18th 2015 he prepaid his account for the month of September through October. Mr. ******* states that this was a total payment of ($42.58). Mr. ******* states that on September 24th 2015 he switched service providers thereby terminating his month to month contract with U.S. Cellular. Mr. ******* states that U.S. Cellular is "refusing" to issue a refund for the balance on his account; for services he paid for in advance but did not use.

Mr. *******s' desired resolution is receive a refund of ($30.00) Mr. ******* states that he has reached this amount due to the fact that he used one week of his services out of a four week month. Therefore requests a refund for the 3 weeks that went unused.

I can certainly appreciate wanting to receive a refund for services that went unused. I have thoroughly researched Mr. *******s' Prepaid account.

I find that Mr. ******* began his Prepaid account with us on November 10th 2011. As his account was Prepaid, it did not require a contract. I regret to find that on September 24th 2015, Mr. ******* transferred his cellular number over to another service provider which in effect cancelled his U.S. Cellular Prepaid account. I find that on September 16th 2015 we received a payment of ($42.58) to pay for his services from that day through October 16th 2015 as he mentioned. We would like Mr. ******* to please understand, once a payment has been processed on a Prepaid account, the option to refund said payment simply does not exist. We genuinely apologize for any frustration or inconvenience this may have caused Mr. *******.

We have reviewed Mr. *******s' complaint. While we are extremely sympathetic to his situation, there is no option to issue a refund. We would like to thank Mr. ******* for his time with us. We enjoyed having him as our customer.

Should Mr. ******* have additional questions, he may contact our Customer Service Department at **************


Sincerely,


***** T.
Customer Resolution Support
U.S. Cellular(r)

11/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In April 2015 I went into the Sheboygan US Cellular store to get a ******* tab s. I had no issues at first had to pay a deposit but I got the tablet and took it home. Over the next three days the tablet having quite a few issues, it was freezing up and we're unable to do anything with it until the battery died we took it to the store and had it flashed and reset. But the problem persisted thankfully or so we thought, US Cellular have a 15 day guarantee, which were told usually has a $35 restocking fee unless the device is DOA meaning dead on arrival. So we return the tablet and the fee was waived and the account will so we believed was shut down.About 5 months later I received a call from a collection agency saying we owed over $100 for that tablet. After talking to the collection agency telling them that's not possible because we returned everything within the 15 days. We then called US Cellular and US Cellular said they could tell us nothing because the account was in collections. So after being a little frustrated, we called the collection C and put it in a dispute. The other day the collection agency said that u.s. cellular service charges stand. Basically US Cellular system did not correctly close our account and because of that we were charged for an additional 3 months. Product_Or_Service: ******* /******* tab s/Shared connect Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want US Cellular to remove this debt we do not all this money and should not pay it, the tablet was returned within 3 business days of being purchased and you can charge me $100 for 3 days I don't think so. Please remove this charge.

Business Response: October 28, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ******** *** *****
U.S. Cellular Account Number: 851178930

Greetings:

Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. *****'s complaint, wherein she states that she got a tablet from a U.S. Cellular store, and that the tablet was having quite a few issues over the next three days. The problems persisted, even after troubleshooting was done at the store, so they returned the tablet under our 15-day guarantee. About five months later, Ms. ***** received a call from a collection agency saying they owed over $100.00 for the tablet. Ms. ***** said that this was due to the account not being closed correctly. Ms. ***** wants the debt removed.

I completely understand Ms. *****'s frustration with this situation. I empathize with her position, and I welcome the opportunity to resolve this issue for her.

Upon reviewing Ms. *****'s account, I discovered, as Ms. ***** said, that it was not cancelled correctly after the equipment was returned within the required time-frame. This resulted in monthly charges accruing until the account was eventually cancelled due to nonpayment.

On behalf of U.S. Cellular, I extend my deepest apologies to Ms. *****. To correct the problem, I have recalled the debt from the collection agency, and cancelled it completely. I have also taken the appropriate measures to ensure that this will not affect her credit rating.

It has been my pleasure to resolve this issue for Ms. *****. Should she have additional questions or concerns, Ms. ***** may contact our Customer Service Department at (888)944-9400.

Sincerely,
**** *.
Customer Resolution Support
U.S. Cellular

Consumer Response:
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,

S******* *** *****

11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a US Cellular customer for almost 10 years. I have always paid my bill fully and on time. In August of this year I took a new job working in a public school district. They offered to absorb my cell phone into their plan. I paid my current bill and did this. A month or so later I received a bill from US Cellular for $99. I tried to login to my account to check this, as I thought it was wrong, and I could not login to my account, it said it was not active. Which makes sense, since my phone was moved to the school's account.At this point I went into my local US Cellular store in Farmington and asked them to check on it for me. They looked in their system and told me that they could find no record of me owing anything. I received another bill later on, at which point I took it to the US Cellular store in Augusta and asked them the same question. They too told me there is no record of me owing anything. I tried calling customer support but I could not get through as my phone # is currently associated with the school district account, to which I don't have administrative access.I received a phonecall today from a collections agency saying that US Cellular has sent my $99 bill to collections. I am horrified. I contacted US Cellular on facebook (they offer support through social media now) and was told they cannot help me and I must deal with the collections agency.I will 'not' admit guilt by paying this collections agency. I am happy to pay the money if I do in fact owe the money to US Cellular. But I was told to my face by two separate stores that I did not have a balance. I asked the person who told me they cannot speak with me about it if I could speak to a manager, and I have not received a reply.I am very disappointed as I have been a long-time customer, a good one at that. I am hoping there is something that can be done. As I said, if it turns out that I actually do owe US Cellular money, I am happy to pay that to them, but I am not willing to have a collection on my credit! Product_Or_Service: Samsung // Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like someone from US Cellular to contact me and verify one way or the other if I do in fact have a balance with them. If I do, I want to be able to pay that balance to US Cellular and have the collections hounds called off. If I do NOT have a balance, I want someone to apologize for this nonsense as it has been a gigantic waste of my valuable time.

Business Response: October 22, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ******* ********
U.S. Cellular Account Number: *********

Dear BBB Customer Relations Advocate,

Thank you for contacting U.S. Cellular in reference to the above account, we are in receipt of Mr. ********'s complaint, I understand that he is frustrated regarding confusion about his balance due and a collection notice he received.

I am sorry for the frustration Mr. ******** has experienced. I do show that a balance is due of $99.42, and that due to the period of time it went unpaid, it has been assigned to an outside collection agency. The following is a timeline of events and how the balance accrued:

On May 15th, 2015, a bill posted to Mr. ********'s account for $100.43, with the balance due on June 2nd.
On June 14th, 2015, another bill posted to his account, for an additional $100.43, bringing his total balance to $200.86.
On June 16th, 2015, we received payment for Mr. ******** for $100.43 for the bill due on June 2nd. This reduced his balance to $100.43, with the remaining balance due on July 3rd.
On July 6th, Mr. ********'s phone was moved from his personal account to another account as he described in his complaint. This resulted in a credit of $1.21 to his account, bringing his balance to $99.42.
We never received payment for that remaining balance, and on October 10th, 2015, more than 120 days after it was due, we assigned it to a collection agency for further action.

Now, I understand from Mr. ********'s complaint that he states he was told on two different occasions in U.S. Cellular stores that he had no balance due. I do not have any idea why, when presented with a bill clearly showing he owed money, on multiple occasions, we would have told him nothing was due. However, I do not question what Mr. ******** states in his complaint, and I believe this to have been a clear error on our behalf, for which we completely apologize.

Regarding Mr. ******** calling in, while he is correct that he may not have administrative access to the new account his phone is under presently, he still retains full access to his cancelled account, and we could and would provide him with any and all information appropriate pertaining to that account.

Having provided all of those details, and taking into account the incorrect information provided to Mr. ******** on more than one occasion, I find it best based on Mr. ********'s prior loyalty to us, his ongoing service under a different account, and his good faith attempts to previously resolve this issue, to clear the balance due on his account. I am very sorry this was not handled better previously. We have credited his account for the remaining balance and are removing it from the collection agency. He will receive a revised final statement from us showing his account is at a zero balance. We appreciate him bringing this to our attention and again, I am very sorry for how this was handled previously

If Mr. ******** has any further questions or concerns, he may contact our Customer Service Department at (888)944-9400. They are available to assist daily from 6:00 AM - 11:00 PM Central Time.


Sincerely,

****** M.
Customer Resolution Support
U.S. Cellular

11/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received phone had it for 2 days did not work properly called them it could not be fixed theyRefused to replace phone for the amount I paid I had a 25$ loyalty discount and they said they would not honor that and I would have to pay full price to replace the phone so I cancelled phone but reallyWanted a replacement Product_Or_Service: Other /Doro626/Basic Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) They refused to replace phone for the amount I paid so they cancelled my acct

Business Response: October 19th 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: Marge ******
U.S. Cellular Account Number: N/A

Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. ******' complaint.

Ms. ****** states that she received a phone and had it two days when it stopped working properly. Ms. ****** states that when she called in and was advised that the phone could not be fixed. Ms. ****** states that she was also advised that the phone would not be replaced for the amount that she paid for it. Ms. ****** states that she had a $25.00 Loyalty discount and was advised said discount would not be honored. Ms. ****** states that as such, she was advised that she would have to pay full retail price to replace the phone. Ms. ****** states that instead, she cancelled the account. Ms. ****** states that what she really wanted was a replacement phone.

Ms. ******' desired resolution is that "they" refused to replace the phone for the amount she paid so "they" cancelled her account.

We have reviewed Ms. ******' concerns. Because we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in her submission.

Please advise Ms. ****** to resubmit this complaint with the information requested above and we will be happy to address her concern at that time. 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,
***** T.
Customer Resolution Support
U.S. Cellular(r)

11/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sign a two year contract... I become eligible to upgrade my phone. I attempt to upgrade my phone and am forced to switch to phone financing. Phone financing is against all religious and moral beliefs of mine- I do not believe in be indebted to objects like cellular phones. Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like to stay on my plan as I am loyal customer. I do not want to be forced to finance new phones. Also, my order was canceled because I couldn't order anything without financing- but the website allowed the order to be placed. They need to remove the ability to place an order, have the order confirmed, and then have the order canceled without explanation... that is false advertising.

Business Response:



October 21, 2015

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: ********
Customer's Name: ****** *****
U.S. Cellular Account Number: ****** *****

Thank you for contacting U.S. Cellular(r) in reference to the above account number. We are in receipt of ******** correspondence concerning her upgrade options. I do apologize for the delay in our response and I welcome the opportunity to address her concerns.

I'm sorry to hear of ******** concerns surrounding our current upgrade options. The decision was made several months ago to require a Retail Installment Contract (RIC) with our retired plans as U.S. Cellular(r) found as a company we were experiencing heavy losses in phone sales. Over the course of a year it would be possible for us to lose around 1/2 a billion dollars in phone sales. If we were to continue down that path, we wouldn't remain a company very long. As a way to combat this we started requiring the RIC as a way to reduce our loss. This also allowed us to help offset the additional month cost of the phone by offering a discount to that particular line. For our customer on our retired plans such as ********, we encourage them to move to our newer plan options as the generally provide greater flexibility and can offer more service for the same money. For example, ******** current plan with 1000 minutes, unlimited message, and five of her six lines have 2GB of data works out to be $284.99 a month before taxes or regulatory fees. As her plan stands now, our new pricing options would give her unlimited minutes, unlimited messages, and 10GB of data to share among the five smartphones and would be $265 a month before taxes and regulatory fees. The RIC also helps provide options for faster upgrades which can allow our customers to acquire new devices faster. This is becoming the industry standard as the majority of the major cellular providers are moving to the RIC option over subsidized pricing

With the new plans, we are able to remove the discount if the customer wants to purchase a device at a promotional or discounted price. On our retired plans if she does not want to purchase the device using a RIC we are able to see the phone at full retail price.

In this instance, we will grant a one-time exception to Elaine to upgrade a phone at a subsidized price. She is welcome to visit a U.S. Cellular Store or partner with our Telesales team and they can process the request for her. Please be aware this is a one-time exception and this allowance will not be granted in the future unless a change is made to a plan which allows for the purchase of equipment through discount pricing.

If at any time Elaine has any additional questions or concerns, we hope she does not hesitate to contact the Customer Service Team with U.S. Cellular(r) by dialing 611 from your mobile phone or by dialing 888-944-9400 from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist her.




Sincerely,
**** **
Customer Resolution Support
U.S. Cellular(r)

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Europe at the End of July for y school Residency and need a phone to take internationally. So I went down to US Cellular in Gardiner and saw Rick the manager. He told me my Android phone that I had at the time would not work internationally and I would need and IPhone. So I bought a used IPhone of from Rick at that time to take. He gave me the instructions to activate it over seas when I got to Paris, When I got to Paris I tired to activate and the phone would not work. I was not able to make any phone calls or message anyone while I was over there. I was cut off from my contacts over here. It was my first time over seas and it was scary. When I got back from Europe I went right down to US Cellular and gave /Rick heck for sending me over seas with a faulty phone. He called US cellular and at that time they said it was a faulty chip in the phone. Now they are saying the chip was not faulty, data was used to main stream videos and music. I asked them if they knew that much if they could find the IP address as well. They said no, that they could not locate the IP address and was going to charge me a $1,000.00 of a 1,300.00 bill. which I only used 140.00 worth of the bill. I am at a lost and do not know what to do. I have been scammed by the IPhone, I have been a good customer of US Celluar for quite a few years and have always run a credit there. Now they are trying to scam me. Please Help! Product_Or_Service: Apple /IPhone/ Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like my account restored to the good credit it had before I went to Europe and it credit for the Europe scam data that was used. I was not able to use the phone while over in Europe and feel I should not be responsible for the data usage. If they can find out what kind of data usage was used then they should be able to find the IP address that used it and bill the (arty that really used it and not me. Please Help Me! Thank you !!!

Business Response: Initial Business Response /* (1000, 10, 2015/10/20) */ October 16, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: 94574501 Customer's Name: Ellen Louise ****** U.S. Cellular Account Number: ********* Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ******'s complaint stating that she took a trip over to Europe and prior to going she went into a U.S. Cellular(r) location. While at the store she was told that her Android phone wouldn't work in Europe so she purchased and iPhone and was told to activate when she got to her destination. She states that while she was there she was not able to use the phone and now she is getting charged with a $1300.00 bill. The resolution she is seeking is for us to credit the data charges from being over in Europe. I would first like to apologize to Ms. ****** on behalf of U.S. Cellular for the trouble she is experiencing. I can certainly understand her concern with having a higher bill than she is normally used to. I know that now days every penny counts. I will be happy to review the account in further detail. Upon review of the account our documentations shows that on June 29, 2015 Ms. ****** called us to see if her phone would work internationally. We informed her that the phone she had was not a world phone so she would have to get a world phone for her to have service while travelling. On July 7, 2015 I see that we added on an international plan and changed the phone to an iPhone 5c. I also see that the sim card number was change and the sim card type was also changed. The sim card is the primary component that would determine if the phone would or wouldn't work internationally in our system. Therefore, the correct sim card was placed in the phone at the time the international package was added; otherwise, our system wouldn't have allowed us to add on the package on to her account. On July 22, 2015 the service were suspended due to excessive data usage being used in Turkey. On August 4, 2015 we received a call from Ms. ****** stating she was unable to use her phone in France. We explained why and the charges and restored the service and removed the international package off of the account. As of August 17, 2015 the store manager called in and we advised that the phone Ms. ****** had was a world capable phone and per the system it appear that the sim was not showing the correct type and a case was created for us to investigate the data usage on the account. On September 29, 2015 we began to research the usage and we had to submit the information for further review. As of October 8, 2015 it showed that we received more information back regarding the usage and it was determined to be valid usage. There were no errors at all. All usage was associated was serial number of the phone and the high amount of data charges was due to video and music streaming. On the international plan the data is billed at $10.00 per megabyte used and it shows that 124.157 megabytes were reported back to us based off of Ms. ******'s location. If she was unable to use the phone while out of the country she would not have been able to send any kind of text messages from her device. However, upon review of the bill it shows that text messages were sent out to numbers that were previously texted before she left the country. It shows that later in the day on October 8, 2015 Ms. ****** took the phone into store and the store agent called in and stated the phone did not have the correct sim card in the phone when she went out of country and was considering cancelling the service over the issue. Once they spoke with our Solutions Consultant Department they advised that an additional follow up was set on the account for the following day and no action was taken to cancel the account at that time. On October 9, 2015 we attempted to reach out to the store and the agent was helping Ms. ****** at the time and requested for them to email us regarding the data usage and we never received any communication from the store. As of October 12, 2015 Ms. ****** called in regarding the charges on the account and we offered to contact the store to verify the information and give her a call back and at that time she stated she would be filing this complaint. On October 14, 2015 Ms. ****** called back in and we went over the usage in Turkey. We offered to credit $310.40 of the charges and Ms. ****** declined. At this time the account is currently suspended for non-payment. In order to get the services restored the balance of $1428.46 is due. We have reviewed Ms. ******'s complaint and we determined that the usage was valid and coming directly from her device. At this time we will not be able to apply any credits to the account and no further credit offers stand. All charges are valid and the service was used while out of the country. Unfortunately, when a request is made to research data usage we do not get information regarding the IP address when we submit the request for further research. The purpose of us researching the matter is generally to tell what was used that contributed to high amounts of data usage and that is exactly what we did. If Ms. ****** would like to see about setting up payment arrangements to restore the service I would recommend that she contact our Financial Services Department at (888) 944-9400. They are available Monday-Friday 6am to 10pm and Saturday 8am to 7pm, Central Standard Time. She will also receive a letter in the mail from us based off of the previous case stating this same information. Should Ms. ****** have additional questions, he/she may contact our Customer Service Department at (888)944-9400. Sincerely, Kimberly C. Customer Resolution Support U.S. Cellular(r) Initial Consumer Rebuttal /* (3000, 12, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) *Because she was able to text before leaving the country she would of been able to use it internationally. This is not an accurate statement. When I bought the IPhone from Rick at US Cellular in Gardiner he advised me and gave me written directions to follow as he called US Cellular for these directions on how to operate the IPhone internationally. They told me what to do to turn it on once I reached my destination to switch it to an international phone. so while I was here in the states it was not international phone yet. That once I reached my destination in Paris I was to follow the directions to turn the phone on and then wait to receive three messages from US Cellular telling me the phone was on. I never received the three text messages from US Cellular telling me the phone was on. Second if I was going to sit in an Airport in Turkey and listen to music and video's or what have you. Don't you think I would want to call home after being away for a week, first time away from home... no familiar voices... scary. you think? just a little??? This is all so crazy.. Even at home on my own computer I barely listen to music and videos.. Check it out.. if you like.. My phone record should speak for it self. I have been scammed by my own cell phone company. Apparently I was a hot spot for somebody at the Turkish airport without being aware of it. If you can figure out what was watched you should be able to figure out what IP address watched.. Because it as not my phone. Thank you Final Business Response /* (4000, 14, 2015/10/22) */ October 22, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: 94574501 Customer's Name: Ellen Louise ****** U.S. Cellular Account Number: ********* Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ******'s rebuttal stating that she followed the instructions given to her by Rick to not turn the phone on before she got to her destination. She does not agree with my statement of "If she was unable to use the phone while out of the country she would not have been able to send any kind of text messages from her device. However, upon review of the bill it shows that text messages were sent out to numbers that were previously texted before she left the country". She stated that if we were able to tell her what was watched then we should be able to tell her the IP address. She is still seeking that we credit the account and get her account back active. I understand that being out of country must have been a scary experience for Ms. ****** and we certainly don't want this to cause any hardship on her. I will be more than happy to address her concerns today. Ms. ****** stating she didn't turn the phone until she to her destination, which that may be true since the iPhone was something new for her. However, the text messages that showed on the bill were from someone that she knew. On the bill it shows three text messages on the bill while she was in Turkey and that would have been right before the service got suspend for excessive data usage. Out of the text messages that were on the bill if we review her text messages before she got the iPhone or even before she left the States then we will find that two of the messages came from someone she had previously texted before. Also at no point did we advise her of what she watched. We don't have the ability to see what she would have watched or any of the websites she may have visited. We only have the ability to see what contributed to the data usage which it was determined that video and music streaming was done from the device and unfortunately we do not have the IP address that it came from. Upon review of the account it shows that after the previous BBB was submitted she contacted us on October 21, 2015 and requested to cancel the account again. On that day a request was put in to cancel the account. However, as of today it shows a store agent called in and spoke with our Help Queue Department and they agreed to waive the full charges on the account. At this time she still has a balance of $183.11 and the account is still suspended. In order to restore the service on the account we would need a payment of $82.84 on the account. The remaining balance of $100.27 is due on November 2, 2015. We have reviewed Ms. ******'s request and we still stand by the fact that the usage was valid. She did have the correct sim card in the phone otherwise no text messages would have been able to come in or out from the device and the data charges wouldn't have occurred. Also our system wouldn't have allowed us to add an international package without the correct sim card being detected. However, our Help Queue Department approved the credit on the account and Ms. ****** needs to pay $82.84 to restore her phone service with us. We respectfully request that this matter be closed as Ms. ****** has gotten her desired resolution as of today. If Ms. ****** has any further inquiries or concerns, she can contact our Customer Service Department at 1-888-944-9400 and we would be more than happy to assist her. Sincerely, Kimberly C. Customer Resolution Support U.S. Cellular(r) Final Consumer Response /* (4200, 16, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) *Never said the IPhone did not work in the United States. I used the IPhone in the United States worked just fine in the US of A. However, Rick at US Cellular of Gardiner in Gardiner Maine (who can confirm this) gave me direction to switch the phone to international once I got to my destination in Paris. I followed the direction and never received the three confirmation text messages from US Cellular telling me the phone had been switched on to international. I tried however to call home just the same on the IPhone and was not able to do so from Paris so put the phone away (was no good to me). I feel that at this point US Cellular has taken this o the extreme. It should of never lasted or gone this far. They are the one's who have been informing me of the all the information I have gathered such as, my phone being used as a Hot spot in Turkey while I was sitting in the airport wheelchair assistance area. I ad no idea music and video's had been main streamed till US Cellular informed me as such. You can take a look at my Personal LAP TOP if you like. I do not watch video or music. I go to school on my computer. I have been a great customer of US Cellular for many years. Have always run a credit on ym account. If I had used the service I would gladly pay for what usage. I do not appreciate being called a liar. I feel US Cellular has regened on their contract at this point and I would like for the Better Business Bureau to please check into this for me and see if I can be released without any further consequences, due to their actions toward me thus far. I am a disabled student and this has brought great stress down upon me and has caused much anxiety within my daily life. US Cellular will be fortunate at this point, if I do not sue them for punitive damages. They would do well to just let me go. I have had enough of their bullying and the news sources will be notified of this whole event. Thank you

10/28/2015
10/28/2015
10/27/2015
10/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a us cellular customer for 15 plus years. The last plan I signed up for was the family essential 1200 beliefs program with 3 phones.The beliefs program supposedly required no contracts and you earned points by how long you were a member to have free phone upgrades. the plan had unlimited minutes texting and 5 gb of data. After a few years of being on this plan my data went to 2 gb of data when I recieved a new phone. My wife had issues with her phone and could never get the company to solve the issue, so I opted to go to another phone service. I recieved a **** of 628.32 from US cellular for early termination of contract. The beliefs program was supposed to be a no contract type plan. I called company customer service and they stated the belief program was being phase out during new equipment upgrades and customes were signing 2 year contracts. The salesperson during time of new phone purchase did not mention a contract at all. They said paperwork signing was for purchase of new phone and activation of new phone. I could not get the company to drop the charges for the early term fee except for my wife's phone which showed continual issues with it. I have not paid charges yet and a debt collector is trying to collect the charges.The **** for the debt collector does not reflect any credit for my wifes phone. I feel US Cellular used unfair business practices to tie me to a contract unknowingly. I stronly feel that I should not have to pay these charges. The last 5 years with us cellular involved numerous instances of disputed charges. Product_Or_Service: Samsung /galaxy/belief program family essential 1200 Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) As stated earlier, I feel US Cellular used unfair and deceictful tactics to tie my to contract unknowingly. I strongly feel that I do not owe them anything. In the last several years of dealings with them where instances filled with constatnt issues such as (not giving me group discounts, added charges on the bill, poor service with phone's etc).I would like to see US Cellular and the debt collector (AMO Recoveries) not bother me with these charges anymore and drop all charges.

Business Response: Initial Business Response /* (1000, 10, 2015/10/16) */ 10/16/15 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* ****** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ****** concerns regarding being billed an early termination fee for canceling service prior to the end of a contract that he was not aware he was under. Mr. ******, states that he was on a belief plan and believed that he would have no contract. He goes on to state that he had on going service issues with one device which caused him to cancel the whole account. His desired resolution is to have the fees waived and no longer be contacted by us or by the collection agency. I can certainly understand Mr. ****** concerns. I am more than ***** to carefully review the account for more information concerning this issue. Upon review of Mr. ****** account I found that he was on the belief plan which had one and done contracts within certain restrictions. If customers no longer wanted to sign a new contract they would have to pick devices that did not require a new contract. I show that in *** and July of 2014 Mr. ****** picked to receive discounts on new devices that were not part of the no contract options. Since Mr. ****** decided to receive a discount on devices that were not part of the no contract option he opted at that time to sign a new contract which came with an early termination fee should he decide to cancel prior to the end of the contract. This information regarding the contract term and the fee was detailed on the paperwork that Mr. ****** signed when upgrading the devices. As Mr. ****** mentioned we waived the fee for his wife's line due to issues that she had. The original amount due with her lines early termination fee included was $679.63; the amount of $201.97 was adjusted on 6/2/2015 which was the adjustment for the early termination fee for his wife's line. The remaining balance of $477.66 for early termination fees that went unpaid was turned over to a collection agency. This amount is due as Mr. ****** decided to upgrade to devices that were not part of the one and done program. I recommend that Mr. ****** contact the agency to arrange payment on the balance that is owed. Should Mr. ****** any further inquiries or concerns, he can contact our Customer Service Department at X-XXX-XXX-XXXX and we would be more than ***** to assist her. Sincerely, ********** Customer Resolution Support U.S. Cellular(r)

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: theres a hard inquiry on my credit report oct.7 2015 i didnt apply for services an dont have services Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) i would like that inquiry removed from my report

Business Response: Initial Business Response /* (1000, 10, 2015/10/12) */ October 12, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXX Customer's Name: ******** ***** U.S. Cellular Account Number: N/A Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. ****** correspondence. Ms. ****** stated there is a hard inquiry on her credit report placed on October 7, 2015 and she didn't apply for services nor has services with U.S. Cellular. Ms. ****** desired solution would be to have the inquiry removed from her report. I am extremely disappointed to hear Ms. ***** received a hard credit check without her knowledge on October 7, 2015. I understand Ms. ****** concern with having the inquiry removed. Please know we would be more than ***** to help getting the inquiry removed. At this time, I would ask Ms. ****** to visit the local U.S. Cellular Store with a valid photo I.D. and we will provide her the next steps to dispute the inquiry. Another option would be to partner with the Credit Bureau and have the inquiry disputed. Although my research did not produce the outcome Ms. ****** had hoped for, I would like to take this opportunity to thank Ms. ****** for her time and I appreciate the opportunity to address her concerns. Should Ms. ****** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular(r) Initial Consumer Rebuttal /* (3000, 12, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted the credit bureau to dispute it they said a hard inquiry can't be disputed us cellular has to call an have it removed I contacted us cellular an got no help Final Business Response /* (4000, 14, 2015/10/15) */ October 15, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******** ***** U.S. Cellular Account Number: NA Thank you for contacting U.S. Cellular in reference to Ms. ***** concerns. Ms. ***** stated she contacted the Credit Bureau and was advised that U.S. Cellular would have to dispute the inquiry and have it removed. She also mentioned when she calls U.S. Cellular she gets no help. Ms. ***** would like that inquiry removed from her report. We have reviewed Ms. ***** concerns and I would like to extend a heart fault apology for the inconvenience Ms. ***** has been through in regards to the hard credit inquiry in her name. She as well as U.S. Cellular does not want her to deal with fraudulent activity in her name. At this time, I would respectfully ask Ms. ***** to reach out to a member of our Fraud Department to get this resolved for her in the timeliest manner. Please have Ms. ***** call X-XXX-XXX-XXXX between the hours of 8:00am through 6:00pm, Central Standard Time, Monday through Friday. We apologize for any inconvenience we *** have caused Ms. ***** and we look forward to hearing from her so that we *** proceed in researching this matter. Sincerely, ********** Customer Resolution Support U.S. Cellular(r)

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have been us cellular for about 6yrs out 6yrs they have charger me for tone room deluxe which is ring tones and ring backs which I have never used at the cost 4.99 per months since 2011 I figure it up to be about 299.40 for all those years .try on several different occasions spoke with different people about problem all I can get its 15.00 credit on my bill.that to me is not justice !!!! I want my money back !!! Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want my money in a check .

Business Response: Initial Business Response /* (1000, 10, 2015/10/14) */ October 14, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ***** *** ****** U.S. Cellular Account Number: XXXXXXXXX Greetings: Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. ******'s complaint, wherein she suggests that she has been unfairly charged about $299.40 for the Tone Room Deluxe service since 2011. She is not satisfied with the credits offered thus far. Ms. ****** desires a refund by check of the full amount that she believes she was charged for this service. I completely understand Ms. ******'s frustration with this situation, I empathize with her position, and I welcome the opportunity to resolve this issue for her. The Tone Room Deluxe service is priced at $4.99 per month, charged to the customer's bill. In order to activate Tone Room Deluxe, the customer must purchase a subscription on a Tone Room Deluxe capable phone, only after accepting the terms and conditions. This deliberate, step-by-step process makes it highly improbable that the Tone Room Deluxe service was activated unintentionally. Ms. ****** has been subscribed to Tone Room Deluxe since January 7, 2011. The $4.99 charge has appeared on all of Ms. ******'s monthly bills since then; however, according to the records on her account, this issue was first raised to our attention by Ms. ****** on October 9, 2015. Although we deeply regret the circumstances resulting in these unwanted charges, I must emphasize that the customer is primarily responsible for reviewing the bill, and bringing any issues or discrepancies to our attention in a timely manner. Because this was not done, we cannot grant Ms. ******'s request for a full refund of all of the Tone Room Deluxe charges since it was first activated in 2011. Nevertheless, we can help Ms. ****** with the charges, to some extent. On November 27, 2013, Ms. ****** switched to a new phone that is incompatible with Tone Room Deluxe. At this point, it would have been very helpful if we had informed Ms. ****** of this complication, and recommended that she cancel her subscription. Since we neglected to do so, I have applied a courtesy credit for the subscription charges going back to that date. The total credit was $119.05, which reduced the account balance to $65.30. It has been my pleasure to address this issue for Ms. ******. Should she have additional questions or concerns, Ms. ****** *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ******* Customer Resolution Support U.S. Cellular

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Okay I have had U.S.cellular for over 2 years now and had a contract with them always paid my bill on time...And come to find out my phone was cut off without a warning and when I called them to resolve this matter they complained on the phone said it was cancelled my me..and when I told them I knowed that was alie then they had some other excuse that it was because of my Mega bites..well why was that when I had 5 GB but yet they said they cancelled because I used 200 Mega bites...why should it matter how many Mega bites or GB I use when I pay my bill...And then they had another excuse well you use the phone with someone else why did that matter if I'm paying my bill...well I never been able to even send pic or receive pic with the phone I have and told them about that issue ever since I've had the phone and they never resolved that issue either...And I've always payed my bills on time and I just recently lost my ex husband and my son passed **** and it's been really ******* me...and it hurts to know that right after you pay your bill to a cellular company they take the money and next day cut your phone off...this is so wrong of them... I've been shafted and this is a shady company... I've never been done so wrong....GB is more than MB so why did they cut off my phone for ...and why should it matter how much I use if I pay my bill...I've called the company many times and talked with different ones to resolve the matter but they only switched me to person to person and gave me the run around...Is that away to treat your customers that's been with you for three years...My name is ***** ****** and my email address is ********************* Com...and I advise no one to go to U.S.Cellular for business...I want recommend anyone to go to this company.wasThe ppl who was with this company is very rude and don't care how they talk to customers or treat customers...The cell phone number that they cut off was (XXX)XXX-XXXX Product_Or_Service: Motorola /Motorola/Us cellular Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like for them to give me my refund and to quite treating ppl like they don't matter and I would like to see them pay for what they have done...because if they get by they will continue to treat ppl like they did me...I want the issue resolved... Please make sure that they don't do to others as they did to me...thank-you sincerely ************...I was treated with disrespect and the ppl are so rude ...

Business Response: Initial Business Response /* (1000, 10, 2015/09/29) */ August 26, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ***** ****** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ******'s complaint about how her account was cancelled recently and the treatment that she received during this process. Ms. ****** states that her phone was cutoff without warning. She also mentions that when she contacted U.S. Cellular in regard to this that we complained to her. Ms. ****** states that it shouldn't matter how much data she uses as long as her bill is paid. Ms. ****** mentioned that when she calls U.S. Cellular that she gets transferred many times. Ms. Ported is requesting that we provide her with her refund and pay for what we have done and that we should discontinue treating people rudely and with disrespect. I can certainly understand Ms. ******'s frustration in feeling disrespected when her account was cancelled. It is never our intention to cause undue stress or frustration for our customers. I am ***** to review Ms. ******'s account to provide information regarding this issue. Firstly, I would like to express my sincere condolences on the loss of Ms. ******'s husband and son. The loss of loved ones is never an easy time and I regret if the situation with her account added burden to her on top of an already difficult time. Ms. ****** mentioned that as long as she paid her bill on time, it shouldn't matter how many megabytes or gigabytes she uses. I would like to explain. Our terms and conditions that were agreed to upon starting an account state: No more than 200 MB of your data usage in any month for each device on your account *** be used in U.S. Cellular's non-licensed markets. On September 29, 2014, Ms. ******'s line ending in ***** was being reviewed for data roaming violations. The line had used 1,206 megabytes when the allowed amount when outside of a U.S. Cellular market is 200 megabytes as stated in the terms and conditions shown above. The second occurrence of a violation was February 3, 2015. The roaming data usage during that cycle was 1,069 megabytes. At that time, the data usage was suspended until the end of the billing cycle which is the 19th of each month. On September 2, 2015, the line was again being review for a violation of the data roaming terms of service. A block was placed on the data usage and a voice mail was left for Ms. ****** to contact us in regard to the usage. Ms. ****** contacted our Customer Service Department on September 4, 2014 in regard to her data being suspended. She spoke with a Roaming Support Specialist in regard to the violations that had occurred. During that conversation, Ms. ****** was informed that due to three violations of the data roaming terms of service, that the line will need to be transferred to another carrier or the line would be cancelled on September 14, 2015. This was a ten day notice for Ms. ****** to either cancel the line herself or move it to another carrier. Since Ms. ******'s line ***** was cancelled, she has contacted U.S. Cellular three times in regard to this situation. The explanation that was given to her on September 4th was provided to her again. I truly regret if Ms. ****** was unnecessarily transferred during any of these conversations. The situation above required a transfer to a specialized department that handles the data roaming violations. Also, if she was spoken to with any disrespect, I apologize on behalf of the company. No one contacting U.S. Cellular, customer or not, should be not be spoken to with anything but respect and caring. Based on the information I have provided, I feel that proper notification was provided to Ms. ******. She requested that we provide her with a refund. I am unclear as to what refund she is requesting. Ms. ****** still has an active line on her account with U.S. Cellular. It is my sincere hope that the information I have provided above will provide a resolution. If Ms. ****** has further questions or concerns we hope that she will feel free to contact us by responding to this correspondence through the Better Business Bureau. She *** also contact our Customer Service Department at X-XXX-XXX-XXXX. Please thank Ms. ****** for her time and patience. Sincerely, ******* Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The US cellular is full of lies if I was so bad on roaming and why didn't they cut off the other phone line then...and the company never tried to notify me of cancelation ...and they just cut me off without a warning after I paid my $170.00 and they didn't write me until I told uscelluar I was gonna go to better business bureau... Yes I've contacted them three times after my phone got cut off who wouldn't after they pay there bill...and why should it matter how much roaming or Mega bites when I had 5 GB and that's more than Mega Bites...and yes I do think I should get a refund ...and after I tried to reason with them they told me to get another phone company... They are con artist....and they should know how to treat there customer... And after I been a good customer and paid my bill on time every time...they cut my phone off with a warning wouldn't you want your money back after I had a contract with them and they just cut my phone off like that...wouldn't you be mad also especially after all that's going on in your life with your ex husband died and your son died to and then you got lawyers and schools who had your number and they couldn't get ahold of you because your phone was cut off...yes it made me mad and I'll never get this company or recommend this company to anyone else...that's a shady company and they shafted me...and they don't think they did anything wrong.. Final Consumer Response /* (4200, 23, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from the uscelluar because I've asked them nicely to fix my phone about the picture messaging and they never did so...and the phone had a flaw every since I payed for the phone...and no they never contacted me about no gaga bites I always contacted them after they cut my phone off...I even got from 2 gaga bites to 5 gaga bites ...and as from 200 maga bites that's less than 5 gaga bites...and I've never had a problem with any phone company except this one ...because they just cut my phone off without a warning and then gave someone else my number...and they never treated me right at all...and I've had two phones on the same contract...so I didn't violate my contract at all...us cellular violated the contract because I had two phones on two lines on the same contract...yes I think I deserve a refund...I don't think you all know how to treat customers... Final Business Response /* (4000, 25, 2015/10/23) */ October 23, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ***** ****** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ******'s rebuttal about how her account was cancelled without warning and that U.S. Cellular violated the contract. She states that her phone had a flaw the entire time she had it and it never worked properly and U.S. Cellular didn't fix it. Ms. ****** is requesting that we provide her with her refund. I can certainly understand Ms. ******'s frustration with having a phone that doesn't work. In the busy world that we are all living in, we need to have a reliable phone to be able to stay in touch. I am ***** to review Ms. ******'s account to provide information regarding this issue. Ms. ****** mentioned that U.S. Cellular violated the contract with her by cancelling her line without warning. As I stated in my previous responses, our terms and conditions that were agreed to upon starting an account state: No more than 200 MB of your data usage in any month for each device on your account *** be used in U.S. Cellular's non-licensed markets. As previously noted, if a customer exceeds this amount on a consistent basis, after 3 occurrences, the line will be cancelled. We did speak with Ms. ****** on September 4, 2014 and during that conversation she was informed that due to three violations of the data roaming terms of service, that the line would need to be transferred to another carrier or the line would be cancelled on September 14, 2015. This was a ten day notice for Ms. ****** to either cancel the line herself or move it to another carrier. Ms. ****** again stated that her phone was not able to send and receive picture messages. As mentioned previously, she did contact U.S. Cellular about this issue on November 2, 2014. At the time she called, she was out of the U.S. Cellular market so the necessary troubleshooting steps could not be performed. November 2nd is the only day that Ms. Ported contacted U.S. Cellular about this issue. As noted, due to her being out of the area, we were unable to provide and walk through the needed troubleshooting steps. Ms. ****** noted that U.S. Cellular broke the contract as she had two lines on her account, both on the same contract. When an account is started, each line has a separate contract. Therefore, by one of her lines being cancelled due to three violations of the data roaming terms of service, we are not violating the contract terms. Ms. ****** is again requesting a refund. I am unclear as to what refund and what amount she is requesting. If Ms. ****** is requesting a refund, I respectfully request that she specify the amount and what the refund is for as she has not been incorrectly charged or has not had any billing issues. As we have not found any new information from the previous responses and rebuttals, we respectfully request that this matter be closed. If Ms. ****** has further questions or concerns, she *** contact our Customer Service Department at X-XXX-XXX-XXXX. Please thank Ms. ****** for her time and patience. Sincerely, ******* Customer Resolution Support U.S. Cellular

10/26/2015
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10/23/2015
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10/23/2015 Billing/Collection Issues
10/21/2015 Problems with Product/Service
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10/19/2015 Delivery Issues
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10/12/2015
10/12/2015 Problems with Product/Service
10/12/2015
10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I started service with them i was told I would have excellent coverage in my home area. Service has consistently degraded. My data keeps turning off or changing from 1x,3g, or 4g. I get very little signal strength and there are times I get no signal. I upgraded my phone hoping to resolve the issue and purchased a tablet. I was assured there would be no issues with service. The tablet will not connect to the network and I was told by a tech that a 4g tablet would not work in my area. In order to use the tablet I have to drive somewhere with wifi. I contacted uscc and was told I could return the tablet. They also filed a ticket regarding my service issues with my phone. I have been contacted by uscc several times and they have told me they are working on the issue. Meanwhile I'm paying full price for terrible service. My battery drains constantly due to the phone trying to aquire signal. I called to see what my options were due to my service issues. I was informed that I would have to pay almost 900 to change to a more reliable company. I have been offered no credit for my service issues. I have been patient and keep being told to be patient. I don't believe uscc was truthfull in how good their service is in this area. I have not returned the tablet as I want a total resolution. I find it odd that they will tell me the tablet should not have been sold to me as it would not work in my area and that I can return that, but when I'm having service issues with my phone in my home area, I have to be patient, pay full price, or spend almost 900 to leave their company when they misrepresented the coverage in my home area. The phone works great when I'm in town. But I had the associate check my home address to ensure coverage. I was told I would have excellent coverage but that's not the case. Product_Or_Service: Samsung /galaxy 6 edge/ Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Let me return the phone and tablet and go with a provider that can give me service, or compensate me for my issues and resolve them! If I return the tablet I will lose over 100.00 worth of books and music I've downloaded over wifi.

Business Response: Initial Business Response /* (1000, 10, 2015/09/30) */ September 30, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ****** ********* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. *********'s complaint in which he states that when he started service with US Cellular he was told that he would have good coverage. The customer explains that his service is very degraded and he does not get 4G data at his home address on either his phone or his tablet and the data speeds toggle between 1X and 3G. Mr. ********* advises that he has worked with our Technical Support team but has not found resolution and does not want to continue to pay for service that he cannot use. The customer states that he only gets good service when he is in town; however, when at home the phone is always searching for service and this causes the battery to drain. We are very sorry to know that this matter has caused Mr. ********* any amount of frustration. . U.S. Cellular strives to develop and maintain the best wireless network possible for our customers as well as providing service in rural and underserved areas. I appreciate the opportunity to review Mr. *********'s account and provide further information. After review of Mr. *********'s account I see that on September 25th, 2015 after testing service in and around Mr. *********'s home address our engineering department concluded that in places up to 50% of the signal from the nearest serving site is being blocked due to a hill with dense tree growth. A line of sight matter due to topographical conditions is not something that US Cellular can adjust within their towers. On September 25th, 2015 the customer spoke with one of our Solutions Consultants and was advised to send back his tablet and we will cancel the table line without any fees. In regards to Mr. *********'s current phone (Samsung S6 Edge) he will be responsible for completing the terms of the Retail Installment Contract which is approximately $632.00. When Mr. ********* started service with us on February 13th, 2015 he originally had an LG G3 phone that he obtained with a Retail Installment Contract. The customer paid the remainder of this Installment Contract off on *** 15th, 2015 and entered into another Retail Installment Contract for the Samsung S6 Edge. Mr. *********'s desired resolution is to return the phone and be compensated for the media that has downloaded on his tablet. The topographical conditions that are causing the line of sight signal issues at Mr. *********'s home address were the same when he chose to enter into a second Retail Installment Contract and for this reason we will not waive the remaining cost owed for the Samsung S6 phone. The media that Mr. ********* has downloaded on his tabled can be saved to an SD Card or flash drive but the table would have to be returned in order to have the monthly service cancelled without a fee. I have added a $30.00 adjustment to Mr. *********'s account to compensate for the cost of buying a 32GB SD Card or flash drive based on average pricing of these devices at popular retail stores. Sincerely, ******** Customer Resolution Support U.S. Cellular(r)

10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This service was disconnect on September 22nd when we transferred our service to********* On September 25th, they removed the prepaid amount for the next 30 days in the amount of $55.41. We have documentation that service was transferred on the 22nd which US Cellular disputes. They say service was discontinued on September 25th. There was an issue with US Cellular shutting off our port prior to transfer and they did have to temporarily turn service back on so transfer to*********could go through. They assured me that by doing this they would not charge the activation fee or next months bill. Product_Or_Service: Samsung /Galaxy/Prepaid Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Reverse $55.41 that was taken from our checking account.

Business Response: Initial Business Response /* (1000, 10, 2015/09/30) */ September 30th, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******************* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. **********'s correspondence. In his complaint, Mr. ********** states that we charged him for service after he ported out to cancel with Verizon and he requests that we refund money that was charged to him after this change. We have reviewed Mr. **********'s concerns. Because we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in Mr. **********'s submission. Please advise Mr. ********** to resubmit this complaint with the information requested above and we will be ***** to address Mr. **********'s concern at that time. We apologize for any inconvenience we *** have caused and look forward to receiving the needed verification so that we *** proceed in researching this matter. Sincerely, ********* Customer Resolution Support U.S. Cellular(r)

10/9/2015
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10/6/2015 Advertising/Sales Issues
10/6/2015
10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 1st 2015 I signed up for the contract buyout at US Cellular. They were supposed to send me $290 to "pay off" my outstanding bill with at&t. they informed me that it could take up to 3 months to recieve payment. I was having trouble uploading my at&t bill to the contract buyout website, i had to take it into my local store. they had trouble there as well, so they had to call the people who manage the contract buyouts. They informed us that they were no longer doing the contract buyout. So at this point i was pretty furious that i was sold a so called deal that wasn't even happening anymore. Anyways, the store manager got ahold of someone who said they would fix the issue. I ended up getting the bill uploaded and they asked if I wanted the $290 credited to my US cellular account or if i still wanted it mailed to me. I told them to mail it. This was 2 months ago, so i figured it would have been taken care of. I had to go back into my local store asking where my payment is as its been 4 months. They said i was mailed something on the 4th when i asked what it was, they wouldnt tell me. They then told me if i didnt recieve anything by the end of the week tha i needed to find the nearest coorprate store and take my bill in. I do not see why I should be running around for my renburstment. Especially since i wasnt notified before hand that they were no longer provding contract buyout services. Essintally i got sold something that doesnt even exist, while still making outrageous phone payments each month. Product_Or_Service: Samsung /Galaxy note 4 edge /Shared data connect pan Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) All i want is my renburstment. I was told they would buy out my at&t contract, so I would like for them to do so.

Business Response: Initial Business Response /* (1000, 10, 2015/09/18) */ September 18, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ************** ***** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. *****' complaint stating she has not received her contract buyout reimbursement. She has requested the $290.00 reimbursement to cover the charges from ending her ****(r) contact. I appreciate the opportunity to review Ms. *****' complaint and account. We would like to sincerely apologize for the frustration Ms. ***** has experienced. Ms. ***** was initially provided inaccurate information about the program being over as our Contract Payoff Promotion is still ongoing. We were unable to locate Ms. *****' uploaded bill with our Rebate Center; I am unsure as to what would have been mailed on the 4th. It is never our intention to have a customer runaround or make extraordinary efforts to receive a promotion. Ms. ***** has certainly put forth every effort to provide us with the required information. I have adjusted Ms. *****' account the $290 she accrued from ending her contract early with ****. I have also issued a $25 courtesy adjustment in an effort to rebuild Ms. Site's trust in U.S. Cellular. Ms. *****' balance is now $31.56; this balance is due 9/29/2015. We know there are many choices when it comes to selecting a service provider and we are truly honored Ms. ***** selected U.S. Cellular. We strive to be a company that is easy to do business with and we hope to exceed Ms. *****' expectations going forward. Should she have any additional questions, our Customer Service Department is available daily from 6am-11pm Central Time by calling XXX-XXX-XXXX or 611 from any U.S. Cellular phone. Sincerely, ****** Customer Resolution Support U.S. Cellular(r)

10/1/2015
9/28/2015
9/28/2015
9/28/2015 Problems with Product/Service
9/28/2015
9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was given a phone by my son. (**************) I had minuets add on the phone I had them to take out time on a bank card. the phone was stopped as of April 7th. NTELOS continued to take the $40.00 out of my account. The steps I took to stop this was closing my account I asked for the money to be reinstated to me, I was told no how can a business do this to someone. If I had used this account then ok ,but I didn't. I'm out total of $160.00. AS retired person I truly think this is no way to be treated. Thank You Ms. ************** Product_Or_Service: Limited time on cell phone Account_Number: **************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would appreciate having my money reinstated to me. ***************************************************************************************************

Business Response: Initial Business Response /* (1000, 5, 2015/09/15) */ September 15, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* *** ****** U.S. Cellular Account Number: N/A Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. ******'s correspondence. Ms. ****** stated that she was given a phone by her son ***** which she cancelled service on April 7th. Ms. ****** goes on to state that she continued to be billed $40.00 a month once the service was cancelled. Her desired resolution would be to be refunded the money. I can certainly understand the frustration this must have caused Ms. ******. I do apologize for any trouble this has caused her. We have reviewed Ms. ******'s concerns. I regret that after review that we found that Ms. ****** has not been authorized on this account by the account owner. Because we value the security of our customers' information, we will require the Account Owner or and Authorized User contact U.S. Cellular. The account holder *** do this via the Better Business Bureau or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience this *** cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter. Sincerely, ********** Customer Resolution Support U.S. Cellular(r)

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since Thursday 9-10-2015 I been trying to obtain a Iphone 5s 16gb. I tried calling the ********* store. I called 4 times each with the person telling me they would have to call back. I gave them my number each time with my name. Its been 3 days and still no phone call. Today 9-12-2015 I called the Authurized US Cell agent in ************ and asked if they had a Iphone 5s they said only the 32gb so They called over to the Agent in******* and they had the 16gb. We headed over there and I was greeted by a********. I asked for the Iphone and he unkindly told me I was going backwards in technology, I told him I know.******** told me that I could get the 32gb phone for a penny but he did not have them in store. I told him the Bellevue store just told me that it was 100. He told me they were wrong and called the bellevue store and talked to a ******* He had the phone placed on hold and told me to head over there. SOOOO my family and I piled back into my car and drove some more to get the phone I have been looking for... arrival at the store *******got the phone and she said******** was wrong... then after some time she told me******** called while we were enroute and said he was wrong. I just told him how I was upset at the customer service with US cellular and he couldn't even get his own facts straight. He had to fill me in he a Samsung Master and had 4 degrees and he was sure it wasn't the staff at the stores that it was the call center. I am very close at closing my account and taking my parents and sister with me. I am super upset and I know US Cellular will do nothing with my complaint. But I feel they need to be docked for untrained and rude workers. It would be nice to see an outcome better in my favor but that wont ever happen. I am just one unhappy customer.

Desired Settlement: It would be nice for US cellular to give me the 32gb phone for the penny as promised from one of their agents. But I am sure it won't happen.

Business Response: Initial Business Response /* (1000, 5, 2015/09/14) */ September 14, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ***** ***** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. *****'s complaint regarding the problems that he had when trying to purchase a new iPhone 5S. I apologize that the first store Mr. ***** contacted did not call him back and that when he went into two of our agent locations he was given incorrect information. I certainly understand his frustration and we do want to help him get this resolved. Mr. ***** is interested in getting a new iPhone 5S 32 GB phone for .01. That is the current pricing for that particular phone and I am sorry that neither of our agent locations was aware of that pricing. The pricing had just been changed and they had not updated their pricing lists at the time that he went into the stores. Because iPhone 5S phones are discontinued, we have a low inventory on that particular phone. I have contacted the corporate store located at ************* D**********************XXX and as of this morning they have six Gold iPhone 5S 32 GB phones available. I have also contacted the Camera Case agent location in Bellevue and they have a few remaining in stock. I cannot guarantee that the stores will still have that phone in stock should Mr. ***** choose to return to either store, so he *** want to call them to check their inventory before he makes a trip. The phone number for the********** store is XXXXXXXXXX and for the Bellevue store is XXXXXXXXXX. I have checked our inventory to see if I could order a 32GB 5S for Mr. ***** and have it shipped to him, but we do not have any in stock. Due to the problems that Mr. ***** had when trying to purchase the phone last week, I am noting his account that we will waive the device activation fee as a courtesy on any device that he selects as an upgrade on his line. Once again, I apologize for the inconvenience that Mr. ***** experienced when trying to do an upgrade on his line last week. Mr. ***** *** call our Solutions Department if he would like to discuss other options. He *** reach them by dialing 611 from his cellular phone or by calling XXX-XXX-XXXX from any phone. Sincerely, ******** Customer Resolution Support U.S. Cellular

9/25/2015
9/25/2015
9/23/2015
9/23/2015
9/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had US Cell for just my phone for over 8 years. Recently I added home phone to save money. I did not have a contract before now I do. I was told when I signed up that I would get 6GB of data and I get unlimited texts for $110 a month. My first bill was almost $200 so they took away 3 GB of my data promised to lower my bill. They said I barely used 1 GB of data. Now the last 2 months I am being charged for overage of date at $100 a month. I am not using the data and my phone shows that. They refuse to help unless I waste my time and gas money and travel 3 hers to the nearest store. I know they can do this without me going as they have fixed my phone by phone before. They refuse to help and just want to charge me double. They just stick it to you once you get a contract. My plan before was unlimited data and text for $60 a month now I pay more have less and they double charge me. Product_Or_Service: Motorola /G/ Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like my bills to be reduced to the $110 a month and also be credited for the extra 3 GB of data that I was told was included in the price when I went to a contract. And to be given the 6 GB of data for the $110 a month as promised. So 3 GB credit since contract was implied. Plus bills at price quoted.

Business Response: Initial Business Response /* (1000, 10, 2015/09/19) */ September 19, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ****************** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. ******'s complaint stating that when she started service she agreed to the contract because she was told she would get six gigabytes of data and unlimited text for $110.00 per month, but her first bill was over $200.00. She stated that we took away three gigabytes of her data to get her a lower bill. She stated that she was advised that she wasn't using any more than one gigabyte of data each month, but for the past two months she has been going over on her data and being charged overage. She states that we refuse to help her unless she goes into store, which is a good distance from where she is located. The desired resolution she is seeking is for us to provide her with the six gigabytes for $110.00 per month. I would first like to apologize to Ms. ****** for all the trouble she has experienced with her billing over the past few months. I understand that in this day in time every penny counts. We never intended for Ms. ****** to feel as if she was being misled. I will be ***** to review her account and provide additional information. Our documents show that on March 3, 2015 Ms. ****** called in wanted to add a hotspot and a home phone to her account. Upon speaking with our Telesales Department she ordered a router with voice service attached to it. We were going to use some of her belief points to waive the cost of the device and the device activation fee on the account. There was an issue with that order which on March 5, 2015 we had to recreate the order for the products she was seeking. On March 10, 2015 Ms. ****** called in to see why the rebate form was not sent with her package. We advised that she could either go into store and pick up the form or print it out from our website. She stated that the store was a bit of a distance and didn't have a printer and wanted to cancel the device. Upon speaking with our Solutions Consultants they agreed to credit the account $50.00 once the device had been activated since she did not get the rebate form from us. On March 12, 2015 she contacted us to activate the home phone and router service. At that time we had already changed the plan to our six gigabyte shared connect plan. During the date of the activation for the home phone and router Ms. ****** experienced multiple issues with porting in her number to us as well as not being able to get connected to the internet. Due to the issues she wanted to upgrade her phone to a Blackberry that we didn't offer and she didn't like any of the other phones that we offered. As a result she wanted to cancel the service. She spoke back with our Solutions Consultants and we provided her with general information about different phones that we offered and the cost of the phones, no actions were taken at this time. On March 13, 2015 she contacted our Porting Department to check on the status of her ported number and we were able to successfully get everything updated. She also wanted to see about upgrading her line again and we partnered her back up with our Telesales Department. We advised her that there would be a $40.00 device activation fee that she did not agree with and wanted to cancel. We partnered her with our Solutions Consultants who agreed to waive the device activation fee due to all the hassle she had experienced over the past few days and her phone was ordered the same day. On March 19, 2015 she called the see about her rebate credit and she was informed multiple times that they could not find any documentation support that. Upon speaking with a supervisor the credit was applied to the account. But it was applied to the current balance not the past due charges on the account. Since it was not posted to the past due balance and she had a broken payment arrangement due to this another supervisor applied another $50.00 credit to the correct balance. Therefore, for a $50.00 rebate that she was promised on March 10, 2015 she got $100.00 in credit for a rebate. On March 20, 2015 she called to check the status of her phone order and we provided her with an update. She called to activate the new phone on March 21, 2015 and she was having problems with some applications on the phone and we transferred her over to Technical Support. On March 22, 2015 she called to see about ordering a case for her phone the case she was seeking to purchase was out of stock. We offered her a different case which she requested that we provide it to her at no cost. We advised we were unable to do that and she wanted to cancel. Upon speaking with our Solutions Consultants they credited $35.00 to the account so she could get the case. We made an outbound call to Ms. ****** regarding her order and during the call she stated she was having problems with the router she had from us. We approved an advanced exchange and sent out a replacement device and her phone case for free. On April 1, 2015 we did a 15 day exchange for the phone she upgraded to on March 13, 2015 to a Moto G. She contacted us on the 3rd of April to activate the new router and her new phone. April 22, 2015 Ms. ****** called to see why her billing was so high. We went over the billing and informed her that the balance was updated but no credit were applied, which resulted in Ms. ****** having to call back in on June 2, 2015 to get the credits applied. On *** 20, 2015 she called to see about her billing. At that time is when her data plan was changed down to a 3 gigabyte data plan. She made two calls to us on June 2nd. The first call was in regard to the above credit that should have been applied on April 22, 2015, but the second call was in regards to a text message she got from us. During the second call she stated she was looking into different providers and we transferred her over to our Solutions consultants. They offered her 3 gigabytes of data, the cellphone, home phone, and a 30% discount for $105.00 plus tax per month which she accepted. She contacted us on June 30, 2015 due to having problems with her router. We offered to replace the phone without the replacement fee. The new device was activated on July 20, 2015. On August 22, 2015 she called in due to text messages she had received about her data. We advised her that she was over by $105.00 and in order to check the validity of the data and make sure that not a problem with the phone that she could take the phone to the store and add on data caps to the account, which she declined. On September 15, 2015 she contacted our Social Media Team and requested for us to do a diagnostic over the phone, but we didn't. Upon review of the account it shows that for the past two months she did go over on the 3 gigabytes of data. Based off previous internet usage before she switched to a 4g LTE device she was using under 1 gigabyte of data. She previously had a Blackberry, but once she changed over to the Imperial and the Moto G her usage has picked each month. We have reviewed Ms. ******'s complaint and we will be willing to move the data back up to the 6 gigabyte plan as she originally had and rerate the last two bills on the account. If we do that since her data overages were $105.00 on the August 8, 2015 bill she would still owe data overages unless she took the phone into store to have us connect it to our diagnostic tool. Unfortunately, we cannot do a diagnostic over the phone. Otherwise she is taking responsibility of the remaining data overages. With that being the case the total adjustment that would be applied to that bill would be $38.00 and any applicable taxes. As for the September 8, 2015 bill we would take care of complete overage since it would have still been less than 6 gigabytes of data. If we change the account to the 6gigabyte plan with the current 30% discount, her cell phone, home phone, and lifeline discount her bill would run $98.50 plus tax. The breakdown is provided below: $60.00 (6 gigabyte data plan) - $18.00 (30% discount)= $42.00 $40.00 (smartphone)- $13.50 (lifeline discount)= 26.50 $30.00 (home phone/ router) Total: $98.50 If Ms. ****** would like to get this changed we can do this for her. She can either reply back to this complaint or contact Customer Service. But since her billing cycle starts over on the 8th of the month she will experience some proration on the next bill that will not be credited. If she waits to closer to the cycle date the less the proration charges will be. Should Ms. ****** have any additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, *********** Customer Resolution Support U.S. Cellular(r) Initial Consumer Rebuttal /* (3000, 12, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I except the plan but not the rebate as US Cellular stated in March I was to get 6 GB and *** the lowered it to 3GB they broke their agreement . So for 4 months they owe me a total of 12 GB of data. Which is $180 by their rates. I will except the new plan for $98.50 a month and a credit of the $180 to my bill. That would be the amount of data they did not provide me threw the plan I was origanally quoted. Which would make my August bill $20.05 not $202.05 Final Consumer Response /* (4200, 16, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still believe if they can charge $15 for every 1 GB that if they fail to honor an agreement you should be untitled to the same. And I was denied 12 GB in a 4 month span. But that's how these companies work. It would have cost me $180 but they do not pay when they neglect to give you the agreed upon plan. But that's what social media is for! Final Business Response /* (4000, 14, 2015/09/23) */ September 23, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ****************** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. ******'s rebuttal stating that she accepts the plan change offered for the 6 gigabytes of data for $98.50 plus tax. But she is stating that since she was lowered down to three gigabytes that we owe her 12 gigabytes for the past four months and a credit of $180.00 on the account. I will be more than ***** to address Ms. ****** concerns regarding the credit that she feels that she is owed and to make the plan changes on the account. I am sorry for any frustration this matter has caused her over the past few months. I have changed the plan as I mentioned in the previous complaint. As of today Ms. ****** has a full six gigabytes of data to last her for the remainder of the billing cycle. When her cycle starts over on the 8th of the month she will then have another full 6 gigabytes of data. Instead of just crediting $83.00 as mentioned based off the rerate in my previous correspondence I went ahead and wiped the full overage that she encountered completely clean due to us lowering the data plan. That was $105.00 on the 08/08/15 bill and $45.00 on the 09/08/2015 bill. As far as for the cycle she is in currently she wasn't over on the three gigabytes; therefore, there will be no need for any adjustments on the next bill. All overages over the six gigabytes from this point going forward will be Ms. ******'s responsibility to pay unless there is a confirmed issue with the phone. The only way we would be able to confirm that it is an issue with the phone is if Ms. ****** takes her phone into store. As far as a credit that she is seeking for $180.00 we do not owe that to Ms. ******. For the three gigabyte plan before any discount it is $50.00 and for the six gigabytes plan it is $60.00 before any discount are applied. That is a $10.00 per more per month. Therefore, if I were to go back to that time frame she would owe us $40.00 more. So instead of charging her anything additional I went ahead and wiped all the data overages clean. At this time with both the adjustments being applied that is leaving a balance of $199.10 on the account and of that balance $97.10 is past due. The remaining portion of $102.05 isn't due until 10/3/2015. I would recommend Ms. ****** to make a payment on her account as soon as possible to avoid interruption in her service. If she isn't able to make payment I would recommend that she reaches out to our Financial Services Department by dialing (XXX) XXX-XXXX. They are available Monday-Friday 6am to 10pm and Saturday 8am to 7pm, Central Standard Time. If the account gets suspended for non-payment Ms. ****** responsibility to pay the restore from suspend fees of $25.00 per line. No adjustments will be applied for that. We have reviewed Ms. ******'s complaint and changed the plan to the six gigabyte data plan for $98.50 plus tax per month. We have also wiped out all data overages that were charged due to us lowering the data plan down to the three gigabytes. With all the adjustments being applied that is still leaving a balance on the account of $199.10 with a past due balance of $97.10. Should Ms. ****** have any additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, *********** Customer Resolution Support U.S. Cellular(r)

9/22/2015
9/22/2015
9/22/2015
9/21/2015
9/21/2015
9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the months of June, July and August at the beginning of our data cycle on the 22 of the month, 10 days into it we get a message that 75% of our data is used already. For the first two months this was happening we would argue with them saying there was now way one of us is using 5gs in less than 20 days. They have told us to cap lines so the user cant go over neglecting to inform us it wont work if you are streaming. Which is not done on any of the 4 phones. So that didn't work the second month it was the same excuse... Streaming. Which we said was not the case. So we had the phone checked out upon their request. We took the phone into the apple store to find out there is nothing wrong. This last month August we get the 75% message on the 31st. We just unblocked three of the lines BUT did not turn on the data with the phone they said was using all the data on the 28th. To prove its not on our end we left the data turned off. During the hour and a hslf phone call they say that that phone has eaten up 5 gs. I told them that that was impossible because the data is turned off and not being used. After arguing with me they decided to investigate now. They told me it will be $263 for each of the 4 lines to cancel early. We are not getting what we pay for the last three months. We never had a data problem and have had this carrier for yrs. we have done everything they have asked to "fix " the problem. Its on their end not ours Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) We want them to drop the cancellation charges of $263 for each of the 4 phones and let us out of our contracts because they are not fullfilling it . We do not want them as our carrier.

Business Response: Initial Business Response /* (1000, 10, 2015/09/03) */ September 3, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ************** ******* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. *******'s complaint regarding the high data usage on his account. Mr. ******* states that he has had the phone checked out at our store, at our suggestion, and we found nothing wrong. Mr. ******* also states that the phone still used data when the mobile data was turned off. Mr. ******* states that he has done everything we have asked and the issue is on our end not his. Mr. ******* asks that we let him out of his contract with no Cancellation charges for any of his phones. Customer satisfaction is and has always been our company's primary goal. I would like to extend a heartfelt apology to Mr. ******* for all the frustration he has experienced regarding the data usage on his account. In response to Mr. *******'s concerns, I will be ***** to research this matter for him. Upon review of Mr. *******'s account, I see that we submitted case #XXXXXXX, on September 3, 2015, to research the data usage on Mr. *******'s account. Additionally, I see notes that indicate Mr. ******* has called several times over the last few months, regarding the data usage and data limits on the account, and has done everything we suggested trying to resolve this issue. We have reviewed Mr. *******'s complaint. I have retrieved the data research case and have submitted the usage information for further research. The results can take up to 3 weeks to arrive. Once the results arrive, I will contact Mr. ******* to review these results. In regards to Mr. *******'s request that we release him from the contract with no cancellation fees, I don't see any account notes indicating that Mr. ******* has spoken with our Solutions Consultants department. Mr. ******* would need to speak with our Solutions Consultants department to determine if there is anything we can do about the cancellation fees. Our Solutions Consultants department can be contacted through Customer Service by dialing 611 on any U.S. Cellular phone, or dialing the number listed below, from 6:00AM until 11:00PM, 7 days a week. Should Mr. ******* have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ************ Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were supposed to call us friday September 4th with there results of the "investigation ". They did not. We gave them through Tuesday September 8th and still no response. Again I am going to have to call. I will call the "solutions consultant " as said to do. We want out of the contract with cancellation fee waived. This is very frustrating and upsetting. We have been with them for awhile. They again have not done what they have said they are going to do. Final Business Response /* (4000, 14, 2015/09/09) */ September 9, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ************** ******* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. *******'s rebuttal which states that he was told we would call him by September 4, 2015 and that he still has not received any calls from us. Mr. ******* also states he will call our Solutions Consultants and that he would like to be released from his contract with no cancellation fees. Thank you for allowing me to address Mr. *******'s concerns. At this time, I see that we have just received the results from my data research request on the number ending in****** I would like to apologize if Mr. ******* was told that we would contact him the day after the original research case was submitted, as this was not possible. Once a case is submitted it goes through a process and takes a minimum of 24 hours to be placed in our queue and would be worked in the order that it was submitted. Cases to research data take a little longer as we have to send the information off to be researched. Per Mr. *******'s request, I have called and spoke with Mrs. ******* regarding the data usage and submitted another data research request on the number ending in ***** Mrs. ******* and I agreed that I will call her once the results arrive to determine the cause of large sessions of data on the line ending in ***** Additionally, I see that Mr. ******* still hasn't had a chance to speak with our Solutions Consultants department regarding the contract and cancellation fee. Should Mr. ******* have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ************ Customer Resolution Support U.S. Cellular

9/18/2015
9/16/2015
9/15/2015
9/15/2015
9/14/2015
9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a us cellular iPhone 6 that I purchase about a year ago with a two year contract. My biggest problem is the new update came out for my phone and every time I try to download it it reads "updated requested" and nothing happens that it will say "error updated failed". I have restarted and reset my phone. I contacted apple and they wanted to reset my phone again! This would be the 4th time in two months. keep in mind every time I reset my phone I have to spend hours setting all my work accounts emails, apps again and this uses more of my data. I also lost pictures because they didn't make sure everything was transferred to icloud. My time and pictures I cannot get back. Apple asked me to drive a hour and half to a apple store so they could basically do everything that was already done all over again! I contacted us cellular for the 2nd time they told me everything has to go through apple support. I explained to them how horrible apples service was and that I was tired of paying for a phone that does not work they wouldn't help me. This update was suppose to fix the other tech issues my phone has been having. 1.My app store and iTunes store will only work if I have my data on. If I have it connected to wifi it will not work. 2. I will get the little band on the top of my screen saying I have a text message and the persons name. So I click on it to read the full message but when it takes me to the text conversation the recent text won't show up. I have to double tap close out the text message app and go back into it than it will be there. It happens 30% of the time. 3. Contacts that I have a ring tone set for 70% of the time when they text me even after I open the text the ring tone will keep going the full length of time as if I didn't open it and there is know way to make it stop. And 60% of the time it won't even play the ring tone it just plays the default tone. 4. My iphone uses 3 times the amount of data as my S4 why is this? 5. Often my phone goes black and the screen wont turn on. Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like a warranty done on my phone for a new one with know cost to me. With a credit applied to my account for all the hassle and time I have spent trying to get someone to help me! or a no credit a free upgrade to the new iphone because the iphone 6 is horrible in my opinion. I have also filled a complaint towards Apple. If Apple or Us cellular does not resolve this problem in the proper I will be voicing my story on social media.

Business Response: Initial Business Response /* (1000, 10, 2015/08/27) */ August 27th 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ****** ***** U.S. Cellular Account Number: XXXXXXXXX Account Holder: ***** ***** Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms.******* complaint regarding the issues surrounding her device software update. Ms. ***** states that she upgraded about a year ago to an iPhone 6 with a new 2 year contract. Ms. ***** states that when she tries to install the new software update, it keeps failing. Ms. ***** states that she has restarted and reset her phone to no avail. Ms. ***** states she has contacted Apple who recommended she reset her phone (for the fourth time in two months). Ms. ***** states that every time she resets her phone, she then has to re-set up her phone including downloads and email accounts. Ms. ***** states that re-setting up her phone takes her hours to do and uses a lot of her data. Ms. ***** states that she has also lost pictures because "they" didn't make sure everything was backed up to her iCloud. Ms. ***** states that she cannot get back her time and lost pictures. Ms. ***** states that Apple suggested she drive an hour and a half to a store, for them to do basically what had already been done. Ms. ***** states that the second time she contacted U.S. Cellular, she was directed to Apple support. Ms. ***** states that she shared with the U.S. Cellular associate how "horrible" Apple services were and she was tired of paying for a phone that does not work. Ms. ***** states "they" would not help her. Ms. ***** states that this software update was supposed to fix the other technical issues she's been experiencing with her phone. Ms.******* desired resolution is to receive a warranty replacement phone at no cost to her. Ms. ***** would also like a credit applied to her account for all the frustration and time spent trying to resolve this issue or instead of a credit, an approved upgrade to the new iPhone at no cost to her. Ms. ***** states that she has also filed a complaint with Apple. Customer satisfaction is and has always been our company's primary goal. I would like to extend a heartfelt apology for all the frustration Ms. ***** has experienced regarding the software update to her phone and the loss of her time and pictures. It is never our intent to make things more difficult for our customers but rather quite the contrary. In response to Ms.******* complaint, I have diligently researched her account to address this matter. On October 29th 2014, Ms. ***** upgraded to the iPhone 6 16gb with a new 2 year contract. I would like to share with Ms. ***** our troubleshooting process for Apple products. If the issue is within the first 90 days, we would do basic troubleshooting and if we are still unable to resolve, we are obliged to refer the customer to Apple. If the issue is after the first 90 days, but still within the 1 year warranty, we would troubleshoot and do everything we could to resolve this type of issue (including a factory data reset which regrettably deletes all personal data) and if unable to resolve, we would then explore the option of a warranty exchange. I deeply saddened that I find no memo's on the account that Ms. ***** spoke with our Technical Support regarding her software update issue. I would love the opportunity to resolve this matter for her. As such, I respectfully request Ms. ***** call in to speak to our Technical Support for resolution to this matter. I would also like to advise Ms. *****, that should Technical Support deem it necessary to process a warranty exchange, we will waive the $35.00 shipping fee as a one-time gesture for all the frustration Ms. ***** has experienced regarding this matter. I do make this offer so that Ms. ***** *** know that we truly do appreciate her loyalty with us. While researching Ms.******* account, I found that her Feature phone lines ending in ***** and ***** qualify for a monthly access discount. To qualify for a monthly access discount on the Shared Connect plans, our customers would need to either have had the phone long enough that they now own it, or upgrade with Retail Installments (where they pay for the cost of the phone over a 20-24 month period depending on the phone type). In our error, this discount was not added when Ms.******* account switched over to Shared Connect on *** 3rd 2015. I sincerely apologize for this oversight, but appreciate the opportunity to remedy this. As such, I have added the ($10.00) monthly Feature phone access discounts to both qualifying lines. I have also re-rated the affected bills for a total credit of ($76.66 plus tax). This leaves a credit balance of ($82.27) on her account at this time. This credit balance will apply to her following bill once it generates. We have reviewed Ms.******* complaint. We look forward to being able to resolve Ms.******* device concerns when she calls in to our Technical Support. Should our Technical Support process a warranty exchange, we will waive the standard shipping fee leaving no out of pocket expense to Ms. *****. Should Ms. ***** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ******** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) So you want me to go through the entire tech support again and start allover having my phone reset again before you will do anything because your employees didn't document my phone calls. The min I call about a iphone problem I was told I had to call apple. I once again on Friday contacted apple was with them for probably a hour and half I had to download itunes and jump start my phone in order to get the update to go through. Not to mention when i contact them the first person was speaking to me than just randomly without notice through me to someone else and I had to reexplain my story. My phone got fixed it worked for maybe 5 hours. Now once again the ringtones aren't working that are set for people and on an doff all weekend it wouldn't make phone calls even though I had full service i couldn't even dial *228. Oh not to mention in the matter of 5 seconds my phone went from 23% to dead. I want my phone replaced with a brand new un-used one. Final Business Response /* (4000, 14, 2015/08/31) */ August 31st 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ****** ***** U.S. Cellular Account Number: XXXXXXXXX Account Holder: ***** ***** Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms.******* Rebuttal regarding her phone. Ms. ***** states that she contacted Apple support and was on the phone with them for an hour and a half. Ms. ***** states that Apple instructed her to download iTunes and "jumpstart" her phone so that the software update *** complete. Ms. ***** states that when she contacted Apple, the first person she spoke with "randomly" transferred her to another associate so that she then had to re-explain herself again. Ms. ***** states that her phone did get fixed, but only for about 5 hours before reverting back to previous issues. Ms. ***** states she wants her phone replaced with a brand new "un-used" phone. I would like to begin by apologizing for any frustration Ms. ***** experienced when contacting Apple support. As we are a separate company from Apple, Ms. ***** *** contact Apple to voice her concerns with them directly. I can certainly appreciate how frustrating the prospect of having to re-do any troubleshooting that has already been done by Apple support. I regret that I am unable to affirm what troubleshooting steps our Technical Support *** need to complete before an Advanced Exchange is deemed necessary. We do understand Ms.******* time is valuable and we make every attempt to troubleshoot phones and provide resolution in the most timely of fashions. I would like to share with Ms. ***** our normal process for Advanced Exchanges. If we are unable to resolve the device issue and it meets all the requirements for an Advanced Exchange, our Technical Support would process this Advanced Exchange replacement phone order. A standard $35.00 shipping fee applies, however, as I previously mentioned, we would waive this for Ms. ***** due to this situation. Also, Advanced Exchanges replacement phones are generally used phones, however, as we do not have any used iPhones in stock, we would replace an iPhone with a new iPhone. We look forward to resolving this matter for Ms. *****. She simply needs to call in to our Technical Support, other than the phone experiencing the issue so that we *** help her. We have reviewed Ms.******* complaint. As no new information has been provided, we respectfully request this matter closed. Should Ms. ***** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ******** Customer Resolution Support U.S. Cellular

9/11/2015 Problems with Product/Service
9/11/2015
9/10/2015
9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am being charged for over usage even though we know how to set our phones to Wi-Fi. Three phones under plan...Android LG XXX-XXX-XXXX, (2) 5s iPhones XXX-XXX-XXXX and XXX-XXX-XXXX Product_Or_Service: Apple /5s/ Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want to be reimbursed for overage charges and I want (2) new phones that actually work...meaning connecting to Wi-Fi. I will turn these two back in to US Cellular. Please check the account, you will see I have to waste time every month to question my bill.

Business Response: Initial Business Response /* (1000, 10, 2015/09/04) */ September 4, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name:********* ******** U.S. Cellular Account Number: XXXXXXXXX Greetings: Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. ********'s complaint, wherein she infers that she is being unfairly charged for data overages. Ms. ******** wants to be reimbursed for the data overage charges, and she wants two new phones. U.S. Cellular deeply regrets the circumstances leading to Ms. ********'s complaint, and I welcome the opportunity to address this for her. Data overages occur when data usage exceeds the specified data allowance on a line or a plan. For example, if a single line is allotted 5 gigabytes (GB), and the user of this line uses 6.5 GB, there would be a data overage of 1.5 GB. On a shared data plan, all of the devices share the total data allowance on the plan, so the overage occurs when the overall data allowance is exceeded. For example, if the data allowance for the whole plan was 10 GB, and the combined data usage of all the devices was 12 GB, there would be an overage of 2 GB. Data overages are charged at predetermined rates that are specified in the service agreement. During an exhaustive review of Ms. ********'s account, bills, and data usage, I discovered that it is only the line ending in **** that is using excessive amounts of data, which is causing the overages. There have been fluctuating overages for the last five billing cycles due primarily to the usage on this line, and overages in January and August of 2014, due solely to the usage on this line. There are several methods and tools available to monitor and manage data usage. Data usage can be monitored in the customer's online account, or by calling Customer Service, or on the phones themselves, in most cases. There is a Data Estimator Tool on our website at www.uscellular.com that customers can use to estimate which activities will cause how much data usage. Also available is our Data Usage Controls feature, which allows the customer to set specific data cap limits for each line, substantially reducing the chances of any data overage. Strictly as a courtesy, U.S. Cellular issues data usage warnings, via text message, when usage reaches 75% and 100% of the allowance, and then again for each tier of extra data allotted. For example, the initial data allowance is 10 GB, and a tier of extra data is 1 GB. When the customer exceeds the initial allowance, an extra charge of $15.00 is automatically added to the bill. This covers the first 1 GB "tier" of extra usage. At the 75% and 100% usage levels of this tier, text warnings are again issued. Then, if usage exceeds the first 1 GB tier, another $15.00 is added to the bill, to cover the next 1 GB tier, and so on and so forth. Ms. ********'s account history reflects that all of these warning texts are being received, for both the initial allowance, and each additional tier of data usage. Through extensive troubleshooting, it was determined that the data usage and subsequent overage charges were valid. Nevertheless, because of Ms. ********'s long tenure as a loyal U.S. Cellular customer, out of the total of $685.00 in overage charges incurred over the last two years, $440.00 have been credited back to her account as courtesy credits. For these reasons, we believe that we have already gone far beyond any obligation we have to ensure Ms. ********'s ultimate satisfaction, and that the issuance of additional credits and/or new phones is unwarranted. Once again, we genuinely regret the circumstances leading to this complaint. It is our sincere hope that, upon thoughtful consideration, Ms. ******** will reach the conclusion that we have been more than fair. We deeply appreciate Ms. ********'s patience and understanding. Should she have additional questions or concerns, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ******* Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree I have received credit for overages but what I'm concerned about is the line that is going over is the phone itself. After extensive research, the 5s iPhone has had problems using Wi-Fi and even though you have you're settings right, you will be charged for data usage. That's my complaint. The phone is faulty. Final Business Response /* (4000, 14, 2015/09/09) */ September 9, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name:********* ******** U.S. Cellular Account Number: XXXXXXXXX Greetings: Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. ********'s rebuttal, wherein she acknowledges receiving the credits for the data overages, but also asserts that the phone is faulty. To determine whether or not a phone is faulty, there are some troubleshooting steps that need to be performed. First, the phone should be taken to one of our retail stores for diagnostic testing. If a problem is detected through diagnostic testing, the next step would be to contact our Technical Support Department, which will conduct further troubleshooting, and determine whether the phone can be repaired, and if not, whether the phone, and the problem itself, qualify for replacement under warranty. If it does not, we would then discuss other replacement options with Ms. ********. The notes on the account reflect that troubleshooting done earlier this summer revealed that the home router (not a U.S. Cellular device) was faulty. It does not appear that the phone itself has been tested using the diagnostic tool at one of our retail stores yet, or that any troubleshooting has been done by our Technical Support Department yet. These steps would need to be taken and clearly documented before phone replacement would be considered. There is nothing so far that suggests any problem with the phone. Our recommendation is that Ms. ******** works with our retail and Technical Support Departments to determine whether there is a problem with the phone. Ms. ******** can locate a retail store via our website at www.uscellular.com/storefinder, and she can reach our Technical Support Department via Customer Service, by dialing 611 from any U.S. Cellular phone, or (XXX)-XXX-XXXX from any phone. She would need to call from a phone other than the one she believes to be faulty. We are confident that this issue can be resolved through the normal channels and processes, and we respectfully request that this case be closed. Should Ms. ******** have additional questions or concerns, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ******* Customer Resolution Support U.S. Cellular

9/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: August 23, 2013 I signed a 2 year cell phone agreement with the US Cellular store in ******* ********** There were 2 phones on the contract, numbers XXX-XXX-XXXX and XXX-XXX-XXXX. I wanted a shared data plan but it was not available. I was told I could switch to a shared plan when/if it became available. I asked if doing so would extend my contract and was told no. Late 2014, US Cellular began offering a shared data plan. December 2014 I returned to the same US Cellular store and inquired about switching to a shared plan. I was offered to upgrade my phones if I switched. I made it clear I did not want to upgrade my phones and I just wanted to alter my plan like I was told I would be able to do. The manager verified that my original contract end date would remain intact as long as no upgrade too place. My plan was changed to a shared plan that day without upgrading my phones.August 5, 2015 I entered the same US Cellular store to inquire about getting new phones and possibly signing a new 2 year contract when my current contract ended August 23, 2015. I was told by the sales person that my contract ended in December 2016. The manager was called. He said when a contract is altered, they generally consider that a new contract. I told him he was that manager that told me my contract would not be extended when I switched plans in December 2014. He would not take responsibility, he blamed it on another manager and said he would stand by any decision the other manager made. I was blatantly lied to! He would not discuss the discrepancy; he would only offer to upgrade my phones. There was no point in continuing the conversation, so I left.Later that day, I called customer service and explained my situation. They could not give me a definitive answer on my contract end date, they claimed they had to do an investigation and would contact me in a few days. They did however offer to upgrade my phones. August 11, 2015 customer service called and said they could not find my contract and I was under no obligation with US Cellular. I asked to get this in writing and they refused. I asked again to verify my phones were not under obligation and was then told only the XXX-XXX-XXXX number was investigated and had no contract. They were unsure about the XXX-XXX-XXXX. I informed them that I got both phones at the same time with one signature in 2013 and switched them both to a family plan in 2014. There should be no logical reason for the phones to have separate obligations. I was then again offered phone upgrades. I refused and wanted my issue addressed. I was told there would be another investigation and would be called with the results. Its been over three weeks I have not received a response. To this date, they are still unable to give me an answer verbally or in writing as to the actual end date of my contract. Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) When I call customer support, they are only interested in upgrading my phone and will sidetrack my concerns. I no longer have the patience or tolerance to deal with them. All I am asking is for US Cellular to honor their agreement and recognize my contract end date as August 23, 2015. Thus allowing me to sign a new contract and get new phones with the carrier of my choice.

Business Response: Initial Business Response /* (1000, 10, 2015/09/08) */ September 8, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer Name: ******* ***** U.S. Cellular Account Number: XXXXXXXXX Dear BBB Customer Relations Advocate: Thank you for contacting us once again regarding Mr. *****' account and complaint with the Better Business Bureau. On August 24, we sent the following response to Mr. *****' original complaint received by U.S. Cellular that same date. The original complaint number was XXXXXXXX. ******** Customer Resolution Support U.S. Cellular Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. *****' complaint. I understand he is frustrated regarding confusion around his ability to upgrade and his contract status. I look forward to resolving this complaint. As Mr. ***** states, he started service with us on August 23rd, 2013, and at that time agreed to a two-year contract. He is correct in stating that we did not offer Shared Data plans at that time; however any conversations regarding them were purely speculation. No one was in a position to make a definitive declaration regarding any requirements the plan *** or *** not have, if offered, in the future. We then did begin to offer these types of plans on October 13th, 2013, and switching to that type of plan did and does require a two-year contract extension. Mr. ***** switched to this type of plan on December 16th, 2014. However, having said that, it was clear from the review we conducted in response to Mr. *****' contact with us on August 5th, 2015, that proper procedure was not followed in securing agreement to the two-year extension the plan required, and as a result we decided to waive the contract on both of Mr. *****' lines. This information was provided verbally to Mr. ***** on August 11th, 2015, but we do not send out written letters confirming such matters. I do apologize for any confusion as to one line's contract being waived vs. the other; both were covered by our review and our decision. As a result, Mr. *****' contract is over with us as of August 23rd, 2015, on both lines, and both lines are eligible to upgrade and sign new contracts as Mr. ***** requested. I would like to note that when we tried to clarify the distinction between upgrade eligibility dates and contract dates (which are often different), we were not trying to sidetrack Mr. ***** - only to clarify a specific difference which was extremely relevant to his dispute. I hope that the above information is helpful and that Mr. ***** will now consider this matter resolved. If Mr. ***** has any further questions or concerns, he *** contact our Customer Service Department at (XXX)XXX-XXXX. They are available to assist daily from 6:00 AM - 11:00 PM Central Time. Thank you once again for your time. Sincerely, ********* Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (2000, 12, 2015/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from US Cellular. I would like to thank them for honoring my original contract and releasing me from a contract that I never agreed to, or even knew about. Regardless, I will still consider US Cellular for my cell phone needs. I would like to note that I fully understood the difference between an upgrade eligibility date and a contract date. Any "confusion" I *** have had was a direct result of customer support consistently misdirecting the conversation away from my issue to my upgrade eligibility. I never once asked for or about an upgrade.

9/8/2015
9/7/2015
9/7/2015 Advertising/Sales Issues
9/7/2015
9/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Friday May 1st 2015 my husband and I had decided to switch to US Cellular due to their advertisement that they will pay off your previous contract if you switch to them. We went into US Cellular, spoke with a couple different reps at their store on *************************** ************* We explained the exact situation we were in with ******, and asked if we would qualify for the contract pay off. They said that we would, so we continued with the process of signing up with US cellular. At the end of process we were given a card and the rep told me that when I get my final bill from ****** to submit it following the directions on this card to get the reimbursement. She said it would come on a visa card, and that we should expect to receveie it about 6-8 weeks after filing for it. I followed these directions, submitted my final bill and a few days later received an email stating that we did not meet the "guidelines". The reason being we had a an early CANCELLATION fee, and not what US Cellular calls and early TERMINATION fee. I don't see the difference, considering they were both fee's for breaking my contract early. I wrote US Cellular back regarding this, and they never replied. I feel as if this is false advertisement, because I even spoke to the reps in the store BEFORE I made the switch to be responsible and make sure we would qualify. Now I have an $800 bill with ****** that is not affecting my credit score, and is on my credit report. Not only that, but switching to US cellular has been the BIGGEST MISTAKE EVER! If I could turn back time, I would have never switched to this company. The way they eat up your data, blaming it on you, even though they don't tell you about the app's that THEY put on your phone running in the background eating up all your data. My husband and I had 20 GB with ****** that we shared, and NEVER did we even come close to reaching that 20 GB mark. With US cellular, and having 20GB we have gone over TWICE and we have not done anything different then we have with ******. We have had to go up to the 30 GB plan and it is RIDICULOUSY expensive. My major issue is being tricked into a "contract" pay off, and then being told because it doesn't say "TERMINATION" and says "CANCELLATION" that they can't pay off my contract. Had I known this, I would have never EVER switched to US Cellular. It's either about educating their employees better, or honoring their word to their customers. Now this is even on my credit report that I owe ****** because it has taken US Cellular so long to even respond. I am extremely upset and disappointed in this process with them.

Desired Settlement: I just want to refund I was promised for switching. The $350 per line, since my "cancellation" fee's were above $350. I realize the remainder if my responsibility, and I don't have any problem paying that. I just don't think that they should promise something to their customers, and then not follow through. That is false advertising.

Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ August 24, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* ******* U.S. Cellular Account Number: N/A Greetings: Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. *******'s complaint, wherein she asserts that she was denied reimbursed for cancellation fees from her previous carrier, strictly due to terminology discrepancies. She also states that she received no reply when she wrote to U.S. Cellular regarding this matter. She is also very dissatisfied with our data services and prices. Ms. *******'s primary concern is being denied reimbursement for cancellation fees from her previous carrier. She considers this to be false advertising, because she was told at the store that they did qualify. Ms. ******* desires to be reimbursed $350.00 per line. On behalf of U.S. Cellular, I extend our deepest apologies for any failure on our part to follow through on our contract payoff promotion, and for our failure to reply to her written correspondence in a timely manner. I also regret that she has been disappointed in our data services. I welcome the opportunity to address all of these issues for Ms. *******, as soon as possible. However, because we strive to keep our customers' accounts secure, and Ms. *******'s U.S. Cellular phone number or account number were not provided in her complaint, I am unable to assist her with any account-specific information or changes at this time. If she would like to continue to a resolution via this process, she *** provide either of these numbers in reply to this response. Alternatively, she *** resubmit her comments, along with the cell phone number and all of the other required information, by email, via the Contact Us section of our website, www.uscellular.com. Or, for more immediate assistance, she *** prefer to call our Customer Service Department at XXX-XXX-XXXX, or 611 from her U.S. Cellular phone. I would very much like to reassure Ms. ******* that this is an isolated situation which is rarely encountered by the vast majority of our customers. Additionally, it would be very out of character for U.S. Cellular not to respond to our customers' questions and concerns. I would also like to reassure her that we do follow through on our promotional commitments, and that I am certain that this can be resolved satisfactorily, once I am able to access her account using her cell phone number or account number. Once again, we genuinely apologize for any negative customer experiences that Ms. ******* has had to endure throughout this entire situation. It is our sincere hope that we can work together to resolve these issues in a way that serves the best interests of both parties. We deeply appreciate Ms. *******'s patience, persistence, and understanding. Should she have additional questions or concerns, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ******* Customer Resolution Support U.S. Cellular

9/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a phone call from United Process Service stating it was a legal complaint filed against me with me name. They said I need to contact their "firm" as if they are a law firm, but they are actually a debt collector. After I called the number, they confirmed my last four digits of my social security and my date of birth. After I asked concerned questions as in the legit business I am speaking with, the caller named ****************** took offense and finally said he is trying to collect a debt. yet they were imposter as a legal firm. the account they were referring to as a debt was a cellphone from when I was a teenager, which is no longer on my credit. Here is the phone number: XXX-XXX-XXXX and I was given a case number. Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) My desire is that they get figured out and reported with legal penalties if applicable.

Business Response: Initial Business Response /* (1000, 10, 2015/08/27) */ August 27th, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: **** ***** U.S. Cellular Account Number: N/A Good afternoon and thank you for contacting U.S. Cellular in reference to the above account! We appreciate you taking the time to contact us. I am in receipt of Ms. *****' complaint in which she states that she received a phone call from a company known as United Process Service. Ms. ***** states that when she accepted the call, she provided her personal information and found that they were collecting a debt. Ms. ***** states that the debt was being collected from a cellphone account that she had as a teenager that was no longer listed on her credit report. Ms. ***** requests that this gets figured out and reported with legal penalties. I can understand where Ms. ***** is coming from when receiving a random debt collection call pertaining to a cellphone that she had many years prior and has since been taken off of her credit report. We apologize for any frustration or confusion this *** have caused her. After researching to find any information in regards to Ms. *****' history with U.S. Cellular, unfortunately, we did not find any matching accounts that contained the phone number that she provided. When an agency contains any of our former customers, the agency is clear as to an account that was registered with a U.S. Cellular account. Ms. *****' would need to ask any specific questions through the agency or under what credit report they are stating this is reported under. If she would like us to check for any service that she *** have had with us any further, we have to ask that she please provide the correct account number, cellphone number, or her full social security number to locate. Once we have this information, if we are able to locate an account that was with U.S. Cellular in general, we will at least be able to provide Ms. ***** with answers such as if the account is with an agency and what agency to refer to. Should Ms. ***** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular

9/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I started back in school this past spring in 2015 and bought myself a laptop for the school. I went up to US cellular to ask about mobile hotspot. They helped me out and got me a side device so I could use internet when needed for school on my laptop. But I was never educated that my cell phone was able to do hotspot and the extra device was never needed so now I have that locked in for a year. The reason I found that out was when I tried to update my phone a week or two before the new S6 came out and I was told by the Us Cellular employees that they weren't getting it. So they convinced me to update to the S5. Within that next 2 weeks my aux port broke on my phone and they replaced it with a new one but didnt tell me that I had the option to switch to the S6 since it was still within the trial period. The fact that they just replaced my phone automatically took me out of the category to get the S6. A month later the Aux port went out AGAIN and was told from a store manager ******* that if my phone was to break again they would replace for the S6. A month later it breaks again but something different not the Aux port so the manager tells me that he cant do anything about it but rent for a replacement and I wasnt still going to be able to get the s6. I call corporate and get****** involved and he was very nice and was going to go ahead and replace for the S6 for all the inconvenience and for the fact that when it first broke they should have replaced it for the S6. But I am still waiting 2 months later for a return package for the broken phone and no more return calls from anyone. Product_Or_Service: Samsung /galaxy s5/ Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like to finally get the broken S5 phone sent back and have the replacement phone I was Given exchanged for what I came in for a NEW S6 I do NOT want a refurnished phone. I would also like the extra Hotspot device taken off my account without any early termination fees. I have been a Us cellular customer for the past decade and never had problems with anything until I encountered the new employees they have hired on to their ***** Store off I-35.

Business Response: Initial Business Response /* (1000, 10, 2015/09/03) */ September 3, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: **** ***** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ***** complaint where he states that we was told by a U.S. Cellular store we were not getting the Samsung Galaxy S6 and went ahead and upgraded to the Samsung Galaxy S5. Approximately 2 months after U.S. Cellular released the Samsung Galaxy S6. Mr. ***** also states that he spoke with a store representative about getting a mobile hotspot to use for school and was not told that his phone could be used as a mobile hotspot. He also states that he had problems with his Samsung Galaxy S5 and was told by U.S. Cellular that we would replace his Galaxy S5 with a Galaxy S6. We have reviewed Mr. ***** complaint. I want to sincerely apologize to Mr. ***** for not having his return label and replacement phone to him by now. While reviewing his account I do see several notes where we state that we would be sending a Galaxy S6 to him along with a return label to send his damaged Galaxy S5 back to U.S. Cellular. On February 18, 2015 Mr. ***** purchased the Galaxy S5 which was 2 months before the Galaxy S6 launched. U.S. Cellular associates do not know what phones will be released until a few weeks prior and the Galaxy S6 was launched April 10, 2015. I have placed the order to send him a Samsung Galaxy S6. This order will be shipped tomorrow at overnight delivery at no extra cost. There is normally a $35.00 restocking fee for items returned to U.S. Cellular. However, I have removed this charge and Mr. ***** will not have to back a restocking fee for returning his Galaxy S5. When U.S. Cellular released the Samsung Galaxy S6 not every store received the device. The majority of non-corporate store locations did not choose to sell the device in store. U.S. Cellular has a great partnership with Samsung which allows us to release new devices along with other carriers. Mr. ***** *** have been at a store location that did not opt in to selling this device in store. On June 6, 2014 Mr. ***** purchased a mobile hotspot with U.S. Cellular. This device was added to his account and a two year agreement was required on this device. Mr. ***** was given paperwork stating the details of his plan, agreement and the U.S. Cellular return policy. The U.S. Cellular return policy states that customers have 15 days to return equipment and cancel the service with no cancelation fee. Mr. ***** did not contact U.S. Cellular one time in regards to not wanting is hotspot for the remainder of 2014. It wasn't until September 1, 2015 he called to inquire about canceling the mobile hotspot. If Mr. ***** decides he would like to cancel the hotspot he purchased on June 6, 2014 an Early Termination of $56.25 would apply to his account and billed to him. Should Mr. ***** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********* Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (2000, 12, 2015/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I do accept. I'm getting what I actually came in for finally after 7 months of going back and forth. Next time I will just wait and not go by what the employees tell me. If they had an idea that the phone was coming in they should of educated me that my best option would be to wait and not to try and get me to just update because I walked into theRe store. I definitely will not believe anything the employees at the****** store tell me for now on. Maybe educate employees better on finding the customers needs and better understanding what the customers actually need so they don't get stuck with 2 devices that have Hot Spot. Which the one they told me I needed ended up in reality not needing it because the phone I had already had those features. I have less then a year left for the mobile hot spot so I can live with it. I've always had great service at that store till this year. They have lost my trust and do not recommend people on going there.

9/4/2015
9/3/2015 Billing/Collection Issues
9/2/2015
9/1/2015
9/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has called me for the last month and I've been polite asking them to remove my number they keep on saying they will. They continue too harass me and calling me about 3x a day after they told me they removed my number...... IVE TOLD THEM IF THEY CALL ME AGAIN I WILL FILE A LAWSUIT Now I'm here with BBB Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I will file charges to the max

Business Response: Initial Business Response /* (1000, 10, 2015/08/21) */ August 21, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ***** ******* U.S. Cellular Account Number: N/A Thank you for contacting U.S. Cellular. We are in receipt of Ms. *******' correspondence. Ms. *******' states that U.S. Cellular is contacting her multiple times a day and that she has asked U.S. Cellular to remove any contact information from our system several times. We have reviewed Ms. *******' concerns. Because we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in her submission. In order for this matter to be resolved we will need an Account Number or Phone Number to access the account. Please advise Ms. ******* to resubmit this complaint with the information requested above and we will be ***** to address her concern at that time. We apologize for any inconvenience we *** have caused and look forward to receiving the needed verification so that we *** proceed in researching this matter. Sincerely, ********* Customer Resolution Support U.S. Cellular(r)

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The user of one of the phones on my plan works out of town where he is roaming. He has went over his Roaming data not the plan data. Since this has happened before US Cellular is terminating his service. I have been with US Cellular for more than 15 years and always paid my bill. They claim they notified me the contract holder this was going to happen but I have received nothing. I spoke to someone on Saturday August 15th and nothing was said regarding this. I was told it was there mistake that the phone would be turned back on and a $25 credit to the account. After a lengthy conversation today nothing was resolved US Cellular is still planning to shut the ************ off. Now I am forced to find another carrier for the phone being shut off but have to keep US Cellular for the other two phones or pay a large penalty to get out of the contract. As a consumer this is not convenient. Had I been notified I would have taken steps to resolve the situation. Product_Or_Service: Samsung /Galaxy S4/Family Essential Plus Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Would like US Cellular to keep the phone turned on or let me out of the contract with no penalties so we can have the convenience of one carrier. I

Business Response: Initial Business Response /* (1000, 10, 2015/08/19) */ August 19, 2015 Better Business Bureau of Chicago 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: **************** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of the correspondence from Ms. **** stating the user of one of the lines on her plan works out of town and is roaming. Ms. **** says that this user has gone over the roaming data and not the pan data. Ms. **** also says that since this has happened before, U.S. Cellular in terminating the service for this line. Ms. **** goes on to say that she has been a customer of U.S. Cellular for more than 15 years and always pays the bill on time. Ms. **** says that U.S. Cellular claims that she was notified this was going to happen but she has received nothing stating this. Ms. **** continues by saying that she spoke with someone on August 15, 2015 and nothing was said regarding the cancelation. Ms. **** states that she was told that this was a mistake that the phone would be turned back on and a $25.00 credit would be applied to the account. Ms. **** says that after a lengthy conversation on August 18, 2015 nothing has been resolved. Ms. **** says that U.S. Cellular is planning on canceling the line ending in -****. Ms. **** states that due to this she is forced to find another carrier for this line while keeping the other two lines with U.S. Cellular or pay a large penalty to get out of the contract. Ms. **** continues by saying that this is inconvenient as a consumer and that had she been notified steps would have been taken to resolve this matter. Ms. **** is requesting that the phone remain on or be released from the contract with no penalties so she can have the convenience of one carrier. I would like to apologize for any frustration Ms. **** *** have experienced while attempting to resolve this matter. I appreciate the opportunity Ms. **** has given us to research this account and address this matter as well as provide additional information that *** be helpful. U.S. Cellular understands that customers *** need to use their phone when traveling in areas that we are not licensed to sell service. This is why U.S. Cellular has roaming agreements with other providers for our customers to use services in these areas. This is how U.S. Cellular is able to offer a National coverage. In the terms and conditions that Ms. **** agreed to, it states "At least 50% of your monthly voice usage for each device on your account must be used in U.S. Cellular's licensed markets. No more than 200 MB of your data usage in any month for each device on your account *** be used in U.S. Cellular's non-licensed markets." When over a period of time the usage has exceeded this agreed upon terms U.S. Cellular reserves the right to cancel the services as the terms have been broken by the customer. U.S. Cellular notifies all customers before cancelation takes place. On February 24, 2015 a letter was sent to the address U.S. Cellular has on file, which matches the address Ms. **** provided. This letter notified Ms. **** of the terms and conditions that were agreed to and that the service was being violated and at risk of cancelation. On March 11, 2015 another notification was sent by letter to the address on file. The data services were also interrupted for the remainder of Ms. ****'s cycle. On March 18, 2015 Ms. **** contacted our Customer Service Department regarding charges for data overages as well as the letter that was received. Our Customer Service Department assisted Ms. **** with additional information and partnered Ms. **** with our department that handles our data roaming usage. It was at this time that Ms. **** was advised again of the terms and conditions of service. We recommended that the Wi-Fi option of the phone be used to help avoid usage. We let Ms. **** know that the line ending in -**** would be set to cancel on the next violation and that another violation by the line ending in -**** would result in a suspension of service. On each date that a letter was sent to the address on the account a text message that said "Your U.S. Cellular data roaming usage exceeds your Terms of Service allowance & data *** be interrupted. Please call XXX-XXX-XXXX" was sent to the line ending in -***** When Ms. **** spoke to our Customer Service Department on March 24, 2015 we advised that due to the Data Roaming violation the data services were interrupted and that the data services would restore at the start of the next cycle. On March 25, 2015 Ms. **** asked how to have the data block removed. We again advised that due to the violation that the service would remain blocked until the start of the new cycle on the 2nd of the following month. On June 27, 2015 Ms. **** contacted U.S. Cellular about a hotspot device and inquired if it would work in the *********** area. Ms. **** was advised that this area was out of the U.S. Cellular network coverage. On August 13, 2015 the data usage on the line ending in -**** was again exceeded. This was the third time for the data violation. A call attempt was placed to the line ending in -**** and a message was left for Ms. **** to contact U.S. Cellular. Another notification was sent by mail and the data services were interrupted to the line ending in -****. On August 17, 2015 Ms. **** contacted U.S. Cellular regarding the data block on the line ending in -****. Ms. **** was advised that the data usage was again in violation of the roaming agreement that was agreed to and that the services would cancel on August 27, 2015. Ms. **** also had the opportunity to speak with a Solution Consultant who let her know that the early termination fee for the line that is being terminated due to the violation of service would be waiver. Should Ms. **** choose to cancel the other two lines of service, applicable termination fees will be applied as the commitment would not be completed. Ms. **** stated that there was to have been a credit of $25.00 applied to the account. Our records show that on March 24, 2015 Ms. **** requested credit for the days that the line ending in -**** was without data service. This line was able to place and receive calls. The plan that Ms. **** is on all services are included in the price. There is no additional charge for only data. A courtesy credit of $15.00 was applied to the account for the interruption of services. There is no record of additional credit that has been promised to be applied to the account. I have reviewed Ms. ****'s complaint. U.S. Cellular provided Ms. **** with the terms and conditions of use when services were activated. U.S. Cellular made multiple attempts to contact Ms. **** when the data usage was being violated. This was dome in writing through letter and through text messaging. Ms. **** has spoken to our Customer Service Department multiple times regarding the data usage while roaming and that the service agreement has been violated. The line ending in -**** will be canceled with no fee on August 27, 2015 if services are not canceled prior to this date. It is due to the violation of services that the early termination fee will be waived on this line. The remaining lines on the account are being used within the U.S. Cellular network and are not violating the service agreement. This would make any early termination fee on the remaining two lines a valid charge should services be canceled. At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Ms. ****'s business and again regret any inconvenience this situation *** have caused. Should there be any additional questions regarding this correspondence, please have Ms. **** contact our Customer Service Department at XXX-XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular

8/31/2015
8/31/2015
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8/31/2015
8/31/2015
8/28/2015
8/28/2015
8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a family plan and because my husband now receives a cell phone through his employer we had to change plans to cancel his plan. We called us cellular to find out how much it would cost for my own individual plan and we were told it would cost us about 62.00 a month before taxes. We have since than received 2 monthly bills and one was 82.00 a month and the other was 88.00. We called to find out why were misinformed of the price of the contract and no one could answer our questions or help us. We still have to pay the almost 90.00 a month and if we cancel our planning would cost us 321.00. Now we are locked in a contract we can't really afford, but we can't afford to cancel it either. Product_Or_Service: Samsung /s5/ Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like for them to change our monthly bill to what we were told it would be in the first place, or not charge us to cancel our contract so that we can switch to a more affordable contract with a different company.

Business Response: Initial Business Response /* (1000, 10, 2015/08/22) */ August 22, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number:********* Customer's Name: ***************** U.S. Cellular Account Number: XXXXXXXXX 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 one of the lines on her account cancelled due to receiving a work phone leaving a only a single line. The customer advises that she was quoted a price of approximately $60.00 a month for the remaining line. Ms. ********** explains that she has received two bills and they were between $82.00 and $88.00 and after calling into Customer Service the only explanation given was that she was quoted incorrectly. We are very sorry to learn that Ms. ********** recent experience with us has not been positive business dealings. It was never our intention to cause our customer any frustration and appreciate the opportunity to review the account and provide information that I hope *** be helpful. On June 15th, 2015 Mr. ********** called in and spoke with one of our Solution Consultants in regards to cancelling his account. He explained that he would be receiving a phone through his employer and was unsure what he was going to do with his remaining line. At this time Mr. ********** was offered the 6GB Shared Data Plan with a 30% discount for 12 months. The cost of the 6GB Shared Data Plan is $60.00 and with the 30% discount would leave the monthly charge for at $42.00. The 30% discount is not a standard discount and can only be offered by the Solutions Team. On Shared Data Plans each line has a monthly connection fee. The standard monthly connection charge for a smartphone is $40.00. If the customer has Retail Installments on the phone, is eligible to upgrade the phone, or purchased the phone outright or from a third party the line qualifies for a discount off $40.00 monthly connection. On June 15th, 2015 when we spoke to Mr. ********** the remaining line was eligible to upgrade and considered customer owned equipment so the $40.00 standard monthly connection fee was eligible to be reduced to a $20.00 monthly connection fee. With the special 30% discount on the Shared Data Plan and remaining line qualifying for the reduced monthly connection fee the quoted cost of $62.00 was correct. There were no changes made to the account on this day. On June 23rd, 2015 Mr. ********** contacted again spoke with our Solutions Teams to make the change to the 6GB Shared Data Plan for $60.00 with the special 30% discount that he was offered. During this call he also ordered a new Samsung S5 with his Reward Points using the eligibility on the remaining line. Now that the remaining line was is no longer eligible for a new phone and because the new phone was not purchased outright or with monthly Retail Installments this line did not qualify for the reduced monthly connection fee of $20.00. The remaining line on the customer's account is billed at the standard monthly connection fee for a smartphone of $40.00. The charge for the 6GB Shared Data Plan with the 30% discount along with the standard monthly connection charge for the smartphone of $40.00 does bring the customer's bill to $82.00 before taxes. On August 15th, 2015 Mr. ********** called in to discuss his bill and it was explained to him that when he upgraded the phone this changed the monthly connection fee of the line and apologized that it was not explained better that when he upgraded on June 23rd, 2015 that he would still get the 30% discount off of the 6GB Shared Data Plan but would not be qualify for the reduced monthly connection fee. We did agree to discount the bill by $20.00 for the next 3 bill cycles. I do not see that we spoke with Ms. ********** during any of these interactions. Should have additional Mr. or Ms. ********** have any questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ******** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) There response does not solve the problem. The issue still remains that we were not told our bill would go up to over 80.00 a month after receiving a new phone. This is the fault of the business not us as the customer. Giving us a 20.00 discount for the next 3 bill cycles doesn't change the cost of the plan which is still out of our budget. We are still stuck with a cancelation fee or monthly bill that is out of our budget. Had we known how much this would have cost us in the first place we would have pursued getting a new phone plan elsewhere. Now we are stuck with US Cellular because we were lied to, and every time my husband calls he gets a difference story. Since US Cellular lied to us about the cost of our bill, we should not be the ones stuck with the extra cost of either the monthly bill or the cost of a cancellation fee. The cancellation fee should be waived as we are only looking to cancel our plan because we were lied to about the cost of our monthly bill. We have both been longtime customers (We have both only used US Cellular) and we have never had issues like this before. Final Business Response /* (4000, 14, 2015/08/27) */ August 27, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number:********* Customer's Name: ***************** U.S. Cellular Account Number: XXXXXXXXX Account Holder:**************** Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ********** rebuttal where she states the $20.00 for the next three bills doesn't change the cost of the future bills. The resolution she is seeking is for us to waive the cancellation fee on the account. I am sincerely sorry that Ms. ********** feels that she was lied to about the cost of her monthly plan and now she is requesting to cancel the account without any penalty. By no means did we ever want to set improper expectations regarding the amount of the plan. I will be ***** to review the account further to see what other options we *** have. Upon further review of the account when we spoke with Mr. ********** on June 15, 2015 we offered the price of $62.00 per month with the intention of Mr. ********** keeping the same device. During that same conversation we also discussed other options such as upgrade and getting a new phone at discounted price versus getting a phone with a retail installment on the line, which could affect the monthly cost of the bill. Had the line not been upgrade the line would have still qualified for the $20.00 per month discount with a monthly bill price of $62.00 per month, but since points were used to upgrade the device that is what caused the line to lose out on that discount now making the monthly bill $82.00 per month. Since once line was cancelled due to getting a device though their employer that has saved the customer $29.99 per month plus taxes compared to what they previously were paying on a monthly basis. Our documents show that before any plan changes were made that Mr. ********** called in and confirmed and agreed to the changes. Otherwise no changes would have been made on the account. We have made an attempt to make things right by offering $20.00 off the monthly bill for three months and that was added to the most recent bill that is due on September 1, 2015. Mr. ********** agreed to take the offer of $20.00 off; therefore, we followed through and added it to the account. At this time instead of making a payment of $87.42 on September 1, 2015 the balance will be $25.19 due on September 1, 2015. We have reviewed Ms. ********** complaint and at this time we will not be able to waive the early termination fee on the account as we have made it clear on what the customer will be receiving from us. At U.S. Cellular(r) we pride ourselves in highly ethical business practices, and we would never intentionally mislead our customer. I realize that Ms. ********** feels that she was misled, and I am sincerely sorry for any confusion and disappointment she has experienced with our company. We have followed through with applying the credit for three months of $20.00 off the bill and that offer was accepted. We understand that this resolution doesn't match what Ms. ********** is requested but we have done our best in both positions. Should Ms. ********** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, *********** Customer Resolution Support U.S. Cellular

8/26/2015 Problems with Product/Service
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8/26/2015
8/24/2015
8/24/2015 Problems with Product/Service
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8/24/2015 Problems with Product/Service
8/24/2015
8/24/2015 Guarantee/Warranty Issues
8/24/2015
8/24/2015
8/24/2015
8/19/2015
8/19/2015
8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called several times to explain to the tech support team that my phone is not working correctly. I am constantly going over on my data limit of 3GB because my WiFi does not work correctly on my phone. I have called three times on that matter and they have me do the same things over and over. Factory reset my phone (which has YET to fix the problem) and acting like you don't have a clue about the issue is not helping. They then research the issue and said it's a known issue with LG and I have to wait for LG to resolve the issue. My problem, I didn't buy an unbranded LG phone, I bought a US Cellular device. They are not providing adequate service to me. Product_Or_Service: LG /G3/Shared Connect - 3 GB Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Normally, I would just ask to be released from my lines, so that I may go to another company who can take care of me. The customer service has been terrible and the service on my phone has been average at best. Please terminate my contract, effective immediately. I will not pay termination fees, if granted termination.

Business Response: Initial Business Response /* (1000, 10, 2015/08/06) */ August 6th, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: **** ***** U.S. Cellular Account Number: XXXXXXXXX Good afternoon and thank you for contacting U.S. Cellular in reference to the above account! We appreciate you taking the time to contact us. I am in receipt of Mr. *****'s complaint in which he states that he has made several calls to our Technical Support team due to going over the three Gigabytes of data in his plan because his Wi-Fi has not been working properly. Mr. ***** states that he has called three times and has done a factory reset on his phone that has yet to resolve this issue. He also states that we told him that this was a known issue with the manufacture, LG, and that he would have to wait for LG to resolve this issue. Mr. ***** states that he feels that he is not being provided adequate service due to this issue and requests that we allow him to terminate his lines without any early termination fees. I can understand Mr. *****'s frustration when seeing unexpected data overages on his account and seeing that his Wi-Fi is not consistently connected when needed. We deeply apologize for any frustration or inconvenience this *** have caused him. I would be ***** to review the account to find any information that *** be helpful. Upon reviewing Mr. *****'s account, we show that he first contacted us regarding the issue with his Wi-Fi connection on July 26th, 2015. In his account memos, we show that we connected Mr. ***** to our Technical Support team that first day (July 26th, 2015) and advised of basic troubleshooting which also included a factory data reset on his phone. On July 27th, 2015, we show that Mr. ***** contacted us again regarding the same issue with his Wi-Fi connection where he again spoke with our Technical Support team. At that time, we explained that the next steps would be to visit his local U.S. Cellular store to revert back to the previous software upgrade or he would be provided the option to do an Advanced Exchange for his device under the manufacture warranty. At this time, we have gone through all necessary steps to attempt to resolve Mr. *****'s issue and also offered additional options for this current situation, but unfortunately Mr. ***** has declined. As a final suggestion as well, I would like to add that Mr. ***** *** also turn off his Mobile Data when connected to Wi-Fi to ensure that this does not toggle between the two signals. This *** offer some peace of mind that the data connection will not randomly connect through his plan if Wi-Fi fails to stay connected. After reviewing information provided through online Android platforms, this is a known issue that Android is aware of and is not directly an issue caused from LG. We apologize for the confusion this *** have caused and the misinformation that we *** have previously given to Mr. *****. All software updates *** come with possible bugs that Android has always diligently looked for a fix to send out to all users or provide a correction through the next software update. We are saddened to hear that because of this that Mr. ***** feels that he is not receiving adequate service from us. If Mr. ***** chose to terminate either of his lines while still under his current agreement showing, then the early termination fees would be charged accurately to him to be responsible for. We would hate to see Mr. ***** make the decision to go elsewhere after being a part of our U.S. Cellular family, so we hope that we can work through this current situation together. We want Mr. ***** to know that we are here for him and hope that this provides some clarity to his concerns. Should Mr. ***** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do no accept this as a resolution. There is no resolution other than to "downgrade" current software in hopes that it would fix the issue. This is not an attempt to resolve, rather a "shot in the dark" and extreme hope that it puts a cover on the real problem. In essence, I have to use older software when newer software is available. As I mentioned before, I was told by the representative that this is a known issue, but yet, US Cellular has not corrected the issue with mine and, more than likely, many other customers. Also, I don't see in their notes where I explained that this isn't just a one time issue, that this is an issue I have had since I purchased the phone. They have not offered anything other going to a store and getting my phone fixed, something that further inconveniences me. I am told something different, every single time I call that customer service department. You ask that I turn off the data on my phone while using WiFi? Classic example of not listening to your customer! THE WIFI IS THE ISSUE AT HAND! IT IS NOT WORKING CORRECTLY! Either replace the phone with a brand, operating system, or whatever you are going to place blame on, with something that works correctly in ALL aspects; or release me from my contract with no termination fees. It is that simple. Anything less will not be accepted. I'm not going to go to a store, wait in line (for who knows how long), and not have anything fixed. My time is worth something to me. Frustrated, **** ***** US Cellular Customer Final Consumer Response /* (4200, 20, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have started the process of leaving US Cellular. Sorry, this issue could not be resolved. The fees for Early Termination will not be an issue, because the company I will going to has offered to pay them on my behalf. Final Business Response /* (4000, 18, 2015/08/18) */ August 18th, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: **** ***** U.S. Cellular Account Number: XXXXXXXXX Good morning and thank you for contacting U.S. Cellular in reference to the above account! We appreciate you contacting us back. I am in receipt of Mr. *****'s rebutted complaint in which he states that he contacted our Customer Care service on August 16th, 2015 to inquire about cancelling his service and the fees associated with his contracts. Mr. ***** states that he was not offered at any time to have his phone replaced and is questioning if this was supposed to be an option offered to him. Mr. ***** states that he is done calling or going into any stores. I can understand Mr. *****'s sincere frustration when contacting us and not being offered something that is expected. We are deeply sorry for the frustration Mr. ***** has been experiencing with his phone and that he has had to take time out of his day to contact us in some way without a solution. We hate to see that when Mr. ***** contacted us to inquire about cancelling, he was not offered an advanced exchange and simply not offered anything further than the information for the early termination fees. The advanced exchange option that I mentioned in my previous response was something noted on Mr. *****'s account from our Technical Team on July 27th, 2015. This is something we show would still be an option and so we apologize that our Solutions Consultants that Mr. ***** spoke with did not see this in a previous transaction on his account. We would hate to see Mr. ***** ultimately decide to cancel, if he is willing to contact and speak with our Technical Team one final time, we will make sure that your advanced exchange is processed and I will personally note his account. If Mr. ***** still chooses to cancel, then unfortunately we have to ask that he please contact us to speak with our Solution Consultants department again to do so. Should Mr. ***** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular

8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved from Washington State to New Mexico about a month ago for a job relocation. Before I left WA state, I stopped by one of their stores and explained to them that I was moving and asked if there was US Cellular in New Mexico. They replied no. Knowing that I had a 2 year commitment I asked what I could do. They replied that I might be able to suspend the account. That was all the information they gave me.I moved to New Mexico and walked into another carrier, ****. **** was unable to reuse my Galaxy S4 because US Cellular has it locked. Called US Cellular and they told me that I would have to take the phone to their store (Which is 1000 miles away) to unlock my phone or mail the phone in. Neither were an option. I asked US Cellular customer service why didn't the store tell me that my phone needed to be unlocked before I left WA state. The person on the phone told me that they are not required to provide such information unless asked. I asked how was I supposed to know something that I didn't know existed? I asked to close out my account in which they charged me $132.62.I was forced to buy a new cell phone with **** because US Cellular did not inform me at their store that my phone would have to be manually unlocked.I just received another bill from US Cellular for $102.43 for 'additional services.' This is after I thought the account was closed and paid. Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I paid the $102.43 to prevent my name sent to a collection agency. I would like a refund of $102.43 plus an additional $250 for having to buy a new phone when my previous phone was in working condition but locked by US Cellular.I would also like for US Cellular to stop the practice of locking phones and requiring that their phones be unlocked manually at one of their stores.Additionally, US Cellular should make customers aware about the locking of their phones.

Business Response: Initial Business Response /* (1000, 10, 2015/08/05) */ August 5, 2015 Better Business Bureau of Chicago 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* ******* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of the correspondence from Mr. ******* stating that about a month ago he moved from Washington State to New Mexico due to job relocation. Mr. ******* states that before leaving the state a visit to a U.S. Cellular store was made to explain the move and to ask if there was U.S. Cellular in New Mexico. Mr. ******* says that he was told that U.S. Cellular is not in New Mexico. Mr. ******* states that he was aware of a two year commitment and asked what could be done. Mr. ******* continues by saying the only information that was provided was that he *** be able to suspend the services. Mr. ******* goes on to say that he moved to New Mexico where he went with another wireless provider. Mr. ******* says that his new provider was unable to reuse his Samsung Galaxy S4 because it was locked by U.S. Cellular. Mr. ******* states that he called U.S. Cellular to unlock the phone at which time he was told that he would need to either bring the phone into the store or mail the phone in. Mr. ******* says that neither of these choices was an option and wanted to know why he was not told that he would need to have the phone unlocked before he left the state. Mr. ******* says that he was advised at that time that U.S. Cellular is not required to provide this information unless asked. Mr. ******* goes on to say that he requested to close out his account in which there was a charge of $132.62. Mr. ******* adds that he was forced to by a new phone with his new provider due to U.S. Cellular did not inform him that the phone needed to be unlocked manually. Mr. ******* states that he received another bill from U.S. Cellular for $102.43 after he thought the account was closed and paid. Mr. ******* goes on to say that he has paid the $102.43 to prevent his name from going to a collection agency. Due to this Mr. ******* is requesting that the $102.43 be refunded with an additional $250.00 to cover the cost of having to buy a new phone. Mr. ******* is also requesting that U.S. Cellular stop the practice of locking phones and the process of the phone needing to be unlocked manually in a store. In addition Mr. ******* has requested that U.S. Cellular make customers aware of phones being locked. I would like to first take a moment and apologize for any frustration Mr. ******* *** have experienced while attempting to resolve this matter regarding his phone being locked. I appreciate the opportunity Mr. ******* has given us to research his account and address this matter as well as provide additional information that *** be helpful. U.S. Cellular purchases phones from multiple manufactures. When the phones are purchased from the manufacture the phone is locked onto the wireless network for the company that purchased the phone. This is industry standard. In *** 2014 U.S. Cellular agreed to unlock phones so that they can be taken from carrier to carrier. It can depend on the model of phone as to the process required to unlock the phone. Mr. ******* has a Samsung Galaxy S4 which requires the phone to be in a store location to be unlocked. Mr. ******* states that he was not advised of this before moving out of the area. U.S. Cellular does not proactively unlock phones or assume what the customer intends to do with the phone. The customer must inquire about or request to have the phone unlocked. Due to Mr. ******* no longer being located near a store it was recommended to have the phone mailed to a store to be unlocked. Mr. ******* chose not to accept this option. On July 16, 2014 Mr. ******* purchased the Samsung Galaxy S4 at a discounted price of $99.99. The full retail cost of the phone is $500.16 providing Mr. ******* with instant savings of $400.17. In return Mr. ******* agreed to a 24 month agreement in which states that should the services be canceled at any time prior to the end of the contract there will be an early termination fee of $350.00. On June 30, 2015 Mr. *******'s number was taken to his new provider. This caused the account to automatically be canceled. U.S. Cellular recognizes that the move was not in Mr. *******'s control. Due to this the early termination fee was prorated by the amount of the contract that had been completed. Mr. ******* completed 11 months of a 24 month contract. This prorated the charges and brought the fee from $350.00 to $182.49 that was applied to the bill dated July 18, 2015. Mr. ******* states that he paid for the termination fee when contacting U.S. Cellular about unlocking the phone and canceling services. Our records show that we received a payment of $132.62 on 6/30. At the time we received the payment the bill dated June 18, 2015 for the amount of $90.68 had generated and would be due on July 13, 2015. This bill covered services from June 18th through July 17th. The payment received was first applied to the current balance that was owed. This payment brought the balance to a credit of $41.94. When Mr. *******'s bill generated on July 18, 2015 there were credits totaling $54.00 for the days of service that was not used. There was also the early termination fee of $182.49 that was applied to this bill. The credits for the services that were not used brought the current charges on the bill to $144.37. The remaining credit from the payment received is what further reduced the balance owed to $102.43. The amount of $132.62 that Mr. ******* paid was not enough to cover the bill that was owed at the time and the termination fee that would be applied. Mr. ******* received credit for the days of services that were not used and was charged the remaining difference owed for the termination fee. There was no error in the charges that were applied. I have reviewed Mr. *******'s complaint. Due to the model of the phone Mr. ******* has it is required to be unlocked in a local U.S. Cellular store. U.S. Cellular provided Mr. ******* with the option to mail the phone in to be unlocked. This option was declined by Mr. *******. While Mr. *******'s move was due to job relocation, the agreement was broken and the termination fee is valid. U.S. Cellular does not compensate for the purchase of another phone with a new provider. Mr. ******* did not pay enough to cover services for the days that were used as well as the termination fee that was applied. This is what resulted in the remaining charges. Mr. *******'s current balance is $0.00. A final bill reflecting this will generate after August 18, 2015. No credits or refunds are warranted at this time. At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. *******'s business and again regret any inconvenience this situation *** have caused. Should there be any additional questions regarding this correspondence, please have Mr. ******* contact our Customer Service Department at XXX-XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel like U.S. Cellular has an obligation to share information to their customers that they would not automatically know. The US Cellular representative at the store knew I would be moving to New Mexico, knew my contract wasn't up, and knew that US Cellular was not in New Mexico. Why would it have hurt US Cellular to ask, 'are you planning to keep your phone when you move?' That would have resolved most of my complaints. Why does this have to be a secret? Why does a customer at U.S. Cellular have to manually unlock a phone. Why can't it be unlocked over the phone? My other concern was my final bill. When I called US Cellular and asked to close and pay out my account, I expected a final bill. That was my understanding. I was shocked to discover a got a SECOND final bill. I almost threw away the bill thinking that I was in the clear. Luckily (or not so luckily) I opened the letter to discover the second bill. US Cellular withheld information to me the consumer about locked cell phones which forced me to purchase a new phone and sent me a second final bill that was not expected. This is misrepresentation of the company's services. Final Business Response /* (4000, 14, 2015/08/07) */ August 7, 2015 Better Business Bureau of Chicago 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* ******* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of the response from Mr. ******* stating that U.S. Cellular should have an obligation to share information to their customers that they would not automatically know. Mr. ******* says that the U.S. Cellular representative in the store was aware that Mr. ******* would be moving to New Mexico, that the contract was not up, and that U.S. Cellular was not available in New Mexico. Mr. ******* asks why it would it have hurt U.S. Cellular to ask if Mr. ******* planned on keeping the phone he has. Mr. ******* states that this would have resolved most of his complaints. Mr. ******* asks why this is a secret. Mr. ******* also wants to know why a U.S. Cellular customer has to manually unlock a phone and why the phone cannot be unlocked over the phone. Mr. ******* goes on to say that the other concern is about the final bill. Mr. ******* states that when he contacted U.S. Cellular to close the account and pay out the account he expected a final bill and that this was his understanding. Mr. ******* says that he was shocked to get a second final bill and almost threw away the bill due to he thought that he was in the clear. Mr. ******* continues by saying that U.S. Cellular withheld information to him about the phone being locked which forced the purchase of a new phone and that a second final bill was sent that was not expected. Mr. ******* states that this is a misrepresentation of the company's services. I would like to again apologize for any frustration Mr. ******* has experienced while attempting to resolve this matter regarding unlocking the phone and the final bill. I appreciate the opportunity Mr. ******* has given us to further research his account and address this matter as well as provide additional information that *** be helpful. U.S. Cellular does its best to provide accurate information that is inquired about. Mr. ******* inquired about services in New Mexico and was advised accurately that U.S. Cellular does not provide service in this area. U.S. Cellular does not assume what a customer's intentions with the phone *** be as the phone *** also be given to a family member or a friend. When a phone is unlocked it is not guaranteed that the phone will work with another carrier's network or that the features of the phone will not be impacted. This is just a couple of the many reasons that we do not volunteer information about unlocking a phone. While the information about the option to unlock Mr. *******'s phone was not volunteered it was not withheld as there was no inquiry by Mr. ******* for this option. U.S. Cellular has not refused this information and cannot answer a question that is not asked. The option to unlock phones over the phone is available with many different phone models. Mr. ******* has a Samsung Galaxy S4. This particular phone is one of the few phones that due to the software on the phone is required to be unlocked in a U.S. Cellular store. Mr. ******* stated in his first correspondence that the option to mail the phone to U.S. Cellular to be unlocked was provided. Due to Mr. ******* not being close to a U.S. Cellular store this was the best option that U.S. Cellular could offer Mr. ******* to unlock the phone. Mr. ******* has stated that this was not an option that he accepted. U.S. Cellular attempted to provide a resolution to resolve the issue of unlocking the phone and the resolution provided was not accepted. On June 18, 2015 Mr. *******'s bill generated for the amount of $90.68 that would be due on July 13, 2015. This bill covered services from June 18th through July 17th. The dates of services being charged for are provided on the bill. This could not have been a final bill as the services were still active. The services were canceled when Mr. *******'s number was taken to the new provider on June 30, 2015. U.S. Cellular also received a payment of $132.62 on June 30, 2015. This payment was first applied to the balance that was owed and brought the balance to a credit of ($41.94). Mr. *******'s final bill generated after July 18, 2015 as this is the first bill to generate after the services had been canceled. Mr. ******* received a total credit of ($54.00) for services that were not used from June 30th through July 17th. This can be found on pages 3 and 5 of the bill. The early termination fee of $182.49 was applied to this bill. This charge plus taxes is what brought the remaining balance to the $102.43 that was paid on August 1, 2015. Together Mr. *******'s payments totaled $235.05. This covered services from June 18th through June 29th that were not previously paid for and the early termination fee. Mr. ******* has not received more than one final bill. Mr. ******* will receive another final bill after August 18, 2015 showing the balance of $0.00. I have further reviewed Mr. *******'s complaint. The representative in the U.S. Cellular store followed normal procedures in letting Mr. ******* know that there was no U.S. Cellular service in New Mexico. There was no inquiry by Mr. ******* about unlocking the phone until he was not near access to a U.S. Cellular store. Due to the programming and software on Mr. *******'s phone, it cannot be unlocked over the phone. U.S. Cellular offered Mr. ******* the option to mail the phone to a store to have it unlocked. This was not accepted by Mr. *******. The payments received by Mr. ******* have covered services that were used and not previously paid for as well as the early termination fee. There has not been a second final bill as when Mr. *******'s first payment was received the previous bill was not paid. Mr. ******* has received the correct credits for days of service that was not used as well as charged for the termination of the contract prior to the end date. The details of what is charged or credited each month are provided in detail on the bill. I was unable to find where information was withheld from Mr. ******* nor were U.S. Cellular services misrepresented. At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. ******* business and again regret any inconvenience this situation *** have caused. Should there be any additional questions regarding this correspondence, please have Mr. ******* contact our Customer Service Department at XXX-XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular

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8/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: When I upgraded my contract, I told the representative helping me I work for WE Energies and get a get a 15% discount monthly. I choose a plan good for me. The consultant stated that I was eligible and verified my employment. When I got my first bill the discount wasn't on the bill. I called US Cellular and was told I did not have the right plan for the discount. Product_Or_Service: Apple // Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want my employee discount no matter what plan I choose. I was told I was eligible. There is no disclaimer stating that there is a dollar limit to be reached.

Business Response: Initial Business Response /* (1000, 10, 2015/08/12) */ August 12, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* **** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ****' complaint in which she told the representative helping her with the activation that she works for WE Energies who gets a 15% discount. Once she received her first bill Ms. **** found the discount had not been applied. Ms. **** called and was told the plan she selected does not qualify for the discount. Ms. **** would like to have the employee discount added because she was initially told she was eligible for the discount. I am truly sorry for the frustration Ms. **** has experienced. I understand how important it is to know all available discounts have been applied. U.S. Cellular has worked with many employers to provide discounts to their employees when certain conditions are met. For WE Energies, we have negotiated a 15% data plan discount on data plans 6GB for $60 or higher. Ms. **** has a 300MB data plan that is $20 per month. In addition to the 300MB Ms. **** pays for, we have given her an additional 1GB per month for the first 12 months of her contract at no additional cost. This is not a standard promotion as the value of an additional 1GB for a 300MB plan is over $45 per month. The additional 1GB is far more valuable than receiving 15% off of $20 which would equate to $3 per month and $72 over a 24 month period. If Ms. **** does not need the additional 1GB of data, I would like to offer Ms. **** the option of receiving a one-time credit of $72. We would need to issue a one-time credit as her plan will not allow us to add the 15% WE Energies discount. After issuing the one-time credit we would remove the promotional 1GB of data. To accept this offer Ms. **** can contact our Customer Service Department or visit her local store. I appreciate the opportunity to review Ms. ****' account and provide information I hope she has found helpful. Should Ms. **** elect to accept our one-time credit offer or have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX or 611 from her cell phone. We are available daily from 6am-11pm Central Time. Sincerely, ****** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This 1GB of data was not offered in lieu of my employee discount. I will not accept a stipend of $72.00 to shut me up. If there is a limit on the discount it should be mentioned in the listing, of which there is not. The representative who signed me up did not state there was a limit. If my bill is only $20.00, then why is my bill $72.00 a month,more if I go over this exotic data plan I have. Again there was no mentioned of the 1GB plan in lieu of my discount. I was told it was part of the promotion. Final Business Response /* (4000, 14, 2015/08/14) */ August 14, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* **** U.S. Cellular Account Number: XXXXXXXXX I am in receipt of Ms. ****' rebuttal in which she states the 1GB of data was not offered in lieu of the employee discount and she will not accept our offer of a one-time $72.00 credit. Furthermore, she states if there is a limit on the discount it should be mentioned in the listing and she was not told about it. Ms. **** has also inquired why her bill is $72.00 a month, or more, if her data plan is $20.00. I appreciate the opportunity to respond to Ms. ****' concerns. I apologize for any confusion, but the additional 1GB is not apart, and has not been apart, of our promotions on the 300MB plan. The overage rate on the 300MB plan Ms. **** selected is $15 for every tier of overage. Each tier is defined as 1MB-300MB over. An additional 1GB is equal to 1024 MB; more than triple the 300MB plan selected. It is our intention to be transparent with our customers about available promotions and our promotions can be viewed on our website. At U.S. Cellular we offer a two component pricing structure. There is one charge for the selected data plan and the other charge is a connection charge for each device. Ms. **** selected the 300MB data plan which is $20 per month. The connection charge for Ms. ****' smartphone is $40 per month and the connection charge for the tablet is $10 per month. The pre-tax total for Ms. ****' services is $70 monthly. On the most recent billing statement dated: 7/26/15, Ms. **** used a total of 2.032GB, or 2081MB, of data. With the 300MB of data included in Ms. ****' plan plus the additional 1GB of promotional data, there was an overage of 0.739 GB, or 757MB. This resulted in an overage charge of $45. Our percentages off discounts, such as an employee discount, are taken off of the data package portion of the pricing. That is why over the course of 24 months Ms. **** would only save $72.00 if the discount were offered on the plan she selected. Qualification details of our Partner Employee Discount Program can be found at www.uscellular.com/partner. Below is a copy of the "Things we want you to know" section: Things we want you to know: Shared Connect Plan and Customer Service Agreement with a 2-yr. initial term (subject to a pro-rated $150 early termination fee for feature phones, modems and hotspot devices and a $350 early termination fee for smartphones and tablets) or Retail Installment Contract for installment pricing required. Credit approval also required. A $40 Device Activation Fee applies for devices purchased with a 2 yr. agmt. A $25 Device Activation Fee applies for devices purchased with a Retail Installment Contract. A Regulatory Cost Recovery Fee (currently $1.82) applies; this is not a tax or gvmt. required charge. Additional fees, taxes, terms, conditions and coverage areas apply and *** vary by plan, service and phone. Offers valid at participating locations only and cannot be combined. See store or uscellular.com for details. Customers not on Shared Connect Plans must be on a plan with a monthly recurring charge of $69.95 or higher for single line plans and $99.95 or higher for Family Plans. Offer valid on Shared Connect Plans of 6GB and higher. Not valid on Data Only Shared Connect Plans. Discount will only be applied to the monthly data charge for your chosen plan. Discount not available on equipment or accessories. U.S. Cellular *** require that you provide proof of your employment. If you are no longer an employee of the eligible organization or if the organization is no longer a business customer of U.S. Cellular, U.S. Cellular reserves the right to remove any discount that has been applied to your account without notice. Customer must reapply, verify employment or verify program requirements every two years. All terms and conditions of the U.S. Cellular Customer Service Agreement apply to your participation in this program. The discount will be applied to your account within 1-3 billing cycles. After a thorough review of Ms. ****' account, her usage does not match the plan she selected. At U.S. Cellular we want our customers to have a plan that meets their needs. Our store or our Customer Service Department would be ***** to review ways to reduce data usage or make a plan change to match her usage. Our offer to allow Ms. **** to receive a one-time $72.00 credit with removal of the promotional 1GB of data is still available. We truly hope the detailed information provided gives Ms. **** a greater understanding of what she has and how our pricing works. Should Ms. **** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX or 611 from her cell phone. Sincerely, ****** Customer Resolution Support U.S. Cellular

8/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Was going in to up date policy and checking to see what lines where going to cost us because if old lines they said would be 10.00 going down list they gave me a name which my son and I hhave no clue who it is. Called them trying to make my point so say can't see that name on there other people said no action done.Not my point she had access to are line since Nov XX XXXX.I have a major problem with this and want something done . terrible service and attitude toward me and my son Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) 3 months for free I pay them 400 a month for there service.

Business Response: Initial Business Response /* (1000, 10, 2015/08/06) */ August 6, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ***** ******* ******* U.S. Cellular Account Number: N/A Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. *******'s correspondence in which he states that he went into store to make some updates in while doing so he was provided a name of someone that has been authorized on the account since November of 2013 that neither he or his son knows. He also stated when he called in he was informed that they could not see the name on the account. The desired resolution he is seeking is three months free service from us. I would like to first apologize to Mr. ******* on behalf of U.S. Cellular(r) for any inconvenience this matter has caused him. I certainly understand how unsettling it is to find out that another party has been authorized on the account without his knowledge. I will be more than ***** to provide additional information regarding this matter. We have reviewed Mr. *******'s concerns. I regret that after review that we found that Mr. ******* has not been authorized on this account by the account owner. Because we value the security of our customers' information, we will require the Account Owner or and Authorized User contact U.S. Cellular. He *** do this via the Better Business Bureau or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience this *** cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter. Sincerely, *********** Customer Resolution Support U.S. Cellular(r)

8/14/2015 Delivery Issues
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8/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I recently cancelled my service with US Cellular to switch to a different carrier with better nationwide coverage. I received my final service bill of $119.30, but chose to wait on payment until I received the final bill inclusive of all charges to pay in full once everything was finalized. Upon receipt of my final bill including all prorated and other charges, I noticed that there were two charges for termination fees. One for $73.64 for the line ending in **** and one for $73.47 for the line ending in*****. I called customer support to see about getting these charges removed so I could make one final payment to pay everything off and was told that I signed a two year agreement with a $150 termination fee per line and that these were the prorated amounts for the termination fees and that I would be required to pay since I they claim that I signed a contract. I clarified that I did not sign a contract with termination fees and this was made very clear upon signing up for my service because I asked multiple times. Upon completing the call, I pulled out my original service agreement that was signed while signing up for my service with US Cellular. It clearly states on pages 1, 2, and 3 that the termination fee is $0. This contract was signed and dated on 6/20/2015 by myself and the sales representative that assisted me.

Desired Settlement: I would like the $147.11 in question to be credited to my account. Once this credit is received, I will make a one time payment in the amount of $349.76 in order to settle all debts with US Cellular. While this process is in review, I will not accept any additional late payment charges.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ August 5th, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* ****** U.S. Cellular Account Number: XXXXXXXXX Good afternoon and thank you for contacting U.S. Cellular in reference to the above account! We appreciate you taking the time to contact us. I am in receipt of Mr. ******' complaint in which he states that he recently cancelled his service to switch to another provider. Mr. ****** also states that he received the final bill including all proration and two early termination fees. Mr. ****** then states that he contacted our Customer Service over the phone to dispute those fees and was told that these were valid early termination fees, in place of signing a new two year agreement for each line. Mr. ****** states that he was able to find his original service agreement for his service and this clearly shows a $0.00 amount in the termination fee field with the sales associate and his signature also showing. Mr. ****** requests that the $147.11 in question be credited back to his account so he can pay his final balance and in the process, he would like to make sure that he is not charged any late fees. I can understand where Mr. ****** is coming from when seeing unexpected charges on his bill as well as any frustration or confusion this *** have caused him. We would like to deeply apologize for any frustration or confusion this *** have caused him. I would be ***** to review his account and find any information that *** be helpful. When Mr. ****** activated service on his account on June 20th, 2015, he agreed to a retail installment agreement for both lines ending with **************** When the line ending with -**** was ported out and cancelled on June 29th, 2015, the remaining retail installment balance was billed onto the account. This amount of $302.50 for the remainder of the retail installment balance shows on the billed dated July 22nd, 2015 for the line -****. However, when the line -0880 was ported out on June 26th, 2015 the remainder of the retail installment balance of $161.00 was not billed. After reviewing the account, we show that on September 2nd, 2014 that an advanced exchange replacement phone was activated in the store and our system removed the retail installment charge in error. This is what caused the remaining balance of $161.00 for the phone on line -0880 to not be billed to him as it should have been. Therefore, Mr. ****** is responsible for the fees of $157.40 (which includes tax) in place of the remaining installment balance of $161.00 from the line -0880. While we are extremely sympathetic to Mr. ******' concern and requests, this account shows no merit towards the account for any additional credits. Should Mr. ****** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before I am able to accept this resolution, please confirm what my final bill payment should be. I called the US Cellular Customer Service Department and the total they were able to give me was $496.87 which is the same amount as my final bill that included the early termination fees. Final Business Response /* (4000, 9, 2015/08/07) */ August, 7th, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* ****** U.S. Cellular Account Number: XXXXXXXXX Good afternoon and thank you again for contacting U.S. Cellular in reference to the above account! I am in receipt of Mr. ******' rebuttal complaint in which he states that before he accepts our resolution, he would like to know the final total balance to make his payment. He states that when he contacted our Customer Service department that he was given a total of $496.87 as his final total. I can understand Mr. ******' confusion when contacting us regarding his balance and expecting a specific total than what is given to him. We apologize for any confusion or frustration this *** have caused him. In our original response to Mr. ******' complaint, I explained that after reviewing his account that his remaining balance for the phone on line -0880 was not billed to him for $161.00. Because of this, the prorated early termination fees, which total $157.40, will remain on his account in place of the phone cost that was not billed. The final total that our Customer Service associate recently gave Mr. ******' again on August 5th, 2014 for $496.87 is the correct amount he is responsible for. This includes a past balance of $119.30 due from July 17th, 2015 and the new bill amount of $377.57 due on August 16th, 2015. Mr. ******' final bill amount of $377.57 includes all regular prorated credits, so with his past due balance of $119.30, this totals $496.87 showing. As we previously stated, this account merits no further credit to be applied. I hope that this information brings more clarification for Mr. ******' concern in his response back. Should Mr. ****** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular Final Consumer Response /* (2000, 11, 2015/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I now fully understand the charges. This will be paid in full.

8/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: US Cellular is now the largest cell phone company lying and deceiving its customers. Stay away from them. They use to be the best until they sold out.My contract was or is:Family Essential Plus $139.99per month1500 included minutesA smart plan for Smartphones.Looking for a do-it-all Family Plan that combines plenty of minutes, unlimited messaging (Texts, Pix and Video), a robust 5 GB of data per line and GPS navigation? Here it is. This plan includes 1,500 national minutes and all of the features shown below. If you'd prefer to have unlimited minutes, consider an Premium Plus Plan. This is a National Plan with no roaming fees, and it includes Data Plus with national 3G data, Web, e-mail and turn-by-turn navigation on every line, Unlimited Incoming Calls, Unlimited Nights and Weekends starting at 7 p.m. and Unlimited Mobile-to-Mobile (M2M). The Essential Plus Plan is loaded with value and includes these benefits: One-and-Done ContractAfter your first contract you'll never have to sign another one.Well guess what? When I ordered a new phone, which was also OK to do as an upgrade in this plan with no new changes or contract, US Cellular imposed a new contract on me even after I told the REPRESENTATIVE that I wanted to stay on the same plan, no problem, right? WRONG!!!!! US Cellular sucks! Bad company. Bad service.So after being told I now had a new contract, even though my old plan states, No New Contracts, ever, One and Done, US Cellular then throttled down my data usage from 3G nationwide at 5GB to only 200 MB. So when I travel north of my home 30 miles, my data is now roaming. That was never the case before. And to make things even worst, US Cellular has changed there coverage area from 50 miles north of me top only 30 miles north of me. Without notice, just did it.Worst company for cell phone usage, avoid if at all possible.And now the patronizing and lying will start from the their outsourced customer service sleeze bags. Product_Or_Service: Samsung /Galaxy Note/Family Esentials Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) US Cellular goes out of business.

Business Response: Initial Business Response /* (1000, 10, 2015/08/05) */ August 5, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number:********* Customer's Name: *************** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ********'s complaint regarding the Terms and Conditions of his contract. I apologize for the confusion and frustration Mr. ******** has been experiencing. I would be ***** to assist with this matter in any way possible. In Mr. ********'s complaint he states that he feels like the original Terms and Conditions of Service he agreed to when he first started service with us have been changed or breached. Mr. ******** has two specific objections to his Terms of Service. The first objection Mr. ******** has is that when he first signed up for service in 2011 we had a promotion going on advertised as "One and Done" in reference to contracts. During this time, customers on qualifying plans could get a subsidized device in exchange for a 24 month agreement and when the line became eligible for a discounted upgrade again they could upgrade to a new phone without agreeing to another 24 month agreement. This promotion began in 2010 and the promotion ended in Aug 2013. This promotion was not included in our Terms and Conditions of service and as with any promotion; the offer was subject to change. Mr. ******** upgraded to new phones for his two lines on 02/04/15 at discounted prices. Our notes indicate that before Mr. ******** upgraded we advised him of his upgrade options. We advised at the time he was on a retired plan and his options for upgrade would be limited to doing a Retail Installment Contract (which involves breaking up the full cost of the device into monthly payments) or changing to our current plan in order to do a subsidized upgrade. Mr. ******** was not ***** with either option and we made an exception for him, allowing him to get discounted phones in exchange for a new 2 year agreement without changing his plan as a one-time courtesy. Mr. ******** accepted this offer. The second objection Mr. ******** has is regarding limited high speed data when outside of US Cellular's coverage area. Our Terms and Conditions of Service state "No more than 200 MB of your data usage in any month *** be used in U.S. Cellular's non-licensed markets." These Terms and Conditions have not changed since Mr. ******** started service with us. Mr. ******** is disputing these Terms because his plan includes 5gb of data for each line. However Mr. ******** would need to be inside of our coverage area in order to use all of his allotted high speed data. Mr. ******** feels like his services have changed only recently because he states he has traveled outside of our coverage area before and been able to use more than 200mb but if he was ever able to use more than 200mb that would have been an error. Mr. ******** also states that our coverage area in his home area has changed. We are working on expanding our coverage area and our coverage area is ever-changing along with our partners'. I am sorry if Mr. ******** has noticed any changes in service in his area that he is dissatisfied with but this also is not a violation of our Terms and Conditions of Service. In conclusion, the Terms and Conditions of Service Mr. ******** agreed to back in 2011 have not been breached or changed. Again, I would like to extend my apologies to Mr. ******** for any misunderstandings that *** have taken place. Our Terms and Conditions of Service are located in our stores and online. Should Mr. ******** have any additional questions or concerns, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Thank you for the opportunity to assist with this case. Sincerely, ********** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) US Cellular's position is simple, our terms of service are subject to change as we choose as stated in, "This promotion began in 2010 and the promotion ended in Aug 2013." What this really means, is we'll bait you with some phony promotion and then change the TOS as we choose. It's amazing that US Cellular doesn't take this position, "Well since our TOS are really rules we write and change at will, you're such a great customer, that, now are TOS state that you are now in a contract for life." "Mr. ******** upgraded to new phones for his two lines on 02/04/15 at discounted prices. Our notes indicate that before Mr. ******** upgraded we advised him of his upgrade options. We advised at the time he was on a retired plan and his options for upgrade would be limited to doing a Retail Installment Contract (which involves breaking up the full cost of the device into monthly payments) or changing to our current plan in order to do a subsidized upgrade. Mr. ******** was not ***** with either option and we made an exception for him, allowing him to get discounted phones in exchange for a new 2 year agreement without changing his plan as a one-time courtesy. Mr. ******** accepted this offer." This is a complete lie. When I upgraded my phone, I stated that I wanted to stay on the same plan with no changes. The sales person agreed to this. If your records indicate something different, then US Cellular needs to go back and listen to their tape. NOTE: I try to do business with written documentation but US Cellular will not allow this because then they become accountable. "No more than 200 MB of your data usage in any month *** be used in U.S. Cellular's non-licensed markets." These Terms and Conditions have not changed since Mr. ******** started service with us. Mr. ******** is disputing these Terms because his plan includes 5gb of data for each line This is another flat out lie. We had been using our data plans outside of what US LIARS, now consider their coverage area for two years without throttle downs. In fact, just recently US LIARS changed their map making our area even more restrictive then before. So let's cut to the chase. What once WAS the best cell phone carrier in the nation has got bad. When US LIARS started losing money, they sold off their Wisconsin markets to ****** and ********* and really I'm not even a US Cellular customer anymore. I'm one of those above mentioned customers. SO... you can continue the charade but I know the truth. Now, I'll be bad mouthing US Cell and changing carriers ASAP. Final Business Response /* (4000, 14, 2015/08/10) */ August 10, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number:********* Customer's Name: ****** ******** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I have received Mr. ********'s rebuttal. In Mr. ********'s Rebuttal he states that he is not satisfied with the response included in our previous interaction. I am truly sorry that Mr. ******** feels like he has been treated unfairly. Mr. ******** is upset because the promotion advertised as "One and Done" on contracts was discontinued in 2013. In Mr.*********** Rebuttal he implies that he feels like US Cellular's Terms of Service are changed with little thought involved and all with the intent of deceiving customers. This is in no way true. US Cellular strives to offer a better experience than our competition and we work to provide consumers with the products and services they find valuable. We began the "One and Done" promotion with the understanding that it would be something many consumers would find appealing. The promotion did not live up to expectations and the decision was made to discontinue it. Again, I would like to reiterate that our "One and Done" offer was a promotion and not part of our Terms and Conditions of Service. Mr. ******** is also upset because he states he was not informed that upgrading to new phones at discounted prices back in February of this year would have required new contracts on his lines. We show that Mr. ******** had contacted us via webchat on 02/05/14 and we discussed upgrade options then. We explained that in order to stay on a retired plan and upgrade to new devices he would be required to do a Retail Installment Contract. The customer refused to do a Retail Installment Contract and was given the option to get two phones at discounted prices and remain on his current plan as a one-time courtesy. Getting the two phones at discounted rates required new 2yr contracts at that time. Mr. ******** mentions that he prefers to do business using written documentation and states US Cellular no longer allows this. This is not true. Customers can still start new service agreements and upgrade to new phones in our stores. There has been no change in the option of being able to do these types of things in our stores, except for the Retail Installment Contract being a new upgrade option. If Mr. ******** wanted to do a subsidized upgrade and remain on his retired plan, that would have required a higher-level exception being made, whether in the store or over the phone. The final matter Mr. ******** is unhappy with is the fact that his data service is throttled after the first 200mb of high speed data are used outside of our coverage area. I apologize if Mr. ******** was not aware of these terms and conditions before but they were in place at the time he started service. I am also sorry if Mr. ******** feels like his coverage has changed over the past few years. I am showing that he should have very good service in his home town but I am showing US Cellular's coverage area only extends about 40 minutes north of him. After that he would be outside of our coverage area. If Mr. ******** has been able to use more than 200mb of high speed data when outside of our coverage area without being throttled before, he should not have been able to. I apologize if this has caused him so much confusion now. Again, I would like to express my sincerest apologies to Mr. ******** for any misunderstandings that *** have taken place. Should Mr. ******** have any additional questions or concerns, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Thank you for the opportunity to assist with this case again. Sincerely, ********** Customer Resolution Support U.S. Cellular

8/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I disconnected with us cellular and diversified adjustment services claim I owe $173.83 or settle @ $137.46 I have paperwork stating I didn't get put into collections and I turned it into the police because of the claim after I paid it and saw it wasn't true. I did pay the disconnection fee of $379.06 their service didn't work in my area paid that to convergent. Between us cellular and divesrfied they will not fix the issue I only had one phone! Product_Or_Service: Apple /5c/ Account_Number: 608-834-3013

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I don't owe anymore money please fix this.

8/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: In July 2014 I went in to the local US Cellular store to inquire about plans. I was told my husband & I could share a plan and the total cost would be $99 per month. We were paying $95 per month on a prepaid plan and I specifically asked the salesperson if the price would ever increase. She told me no, it would remain $99 unless I made any changes to my plan. Now, in July 2015 I received an email from US Cellular informing me that a promo code was expiring off my account and my bill was going to go up $40 per month. I have called the local store, the girl remembers me & acknowledges what she told me but says there is nothing she can do. The US Cellular customer service says they can not do anything either to keep my bill at the $99 per month price.I left US Cellular once because of the cost of their plans, they won me back but if my bill does not return to the $99 per month I am leaving again and it will NEVER happen twice. Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) My bill needs to be adjusted to $99 per month as I was told it would be.

Business Response: Initial Business Response /* (1000, 10, 2015/07/24) */ July 24th, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number:********* Customer's Name: ************* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. *******'s complaint which states her dissatisfaction with the removal of a promotional discount on her account and the concern that our store representative advised that this discount would never be removed for the life of the plan. Ms. ******* states that she was advised the cost of her monthly bill would be $99.00 and would never rise as long as she did not make changes on her account, with the understanding that her discount was permanent. In receiving a letter from U.S. Cellular(r) recently, Ms. ******* is now aware that this discount was promotional and requests to have her bill permanently lowered to $99.00 as she was promised. I appreciate the opportunity to address these concerns. I can definitely understand Ms. *******'s frustration with this situation and the potential increase of her monthly cost contrary to what she was advised in store. It is truly never our intention to mislead our customers or cause an inconvenience or concern. We understand the importance of maintaining household costs these days and keeping bills as manageable as possibly. We sincerely apologize for the frustration that Ms. ******* has experienced. In researching the account I see that the associate whom assisted Ms. ******* the day her promotional discount was applied, was contacted personally as she advises. This associate documented the account and advised that the discount was in fact to only last for a one year period and requested the assistance from her leader. An associate at our corporate office made contact with Ms. ******* on 7/23/15 and offered to apply several discounts to her plan in order to maintain her current cost. Ms. ******* has been advised that these discounts will be removed in 12 months, which will raise her monthly cost to $140.00 per month before taxes and fees. Per our documentation from the corporate office, this resolution was understood and agreed upon. I am very ***** to see that we were able to resolve Ms. *******'s concerns and hope that this offer was to her satisfaction. Should Ms. ******* have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Have a wonderful day! Sincerely, ******** Customer Resolution Support U.S. Cellular

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have incurred this problem of dropped calls, not receiving calls every time a phone call comes in when we are home. This has occurred the last five years. All the years before this year, US Cellular has sent a Tech team to our residence, discovered the problem in one of the towers, fixed the problem, followed up several times and we have been very pleased. This year after four phone calls and 5 plus hours on the phone, they have gave various excuses and have not listened to what has been done the previous four years to fix the problem. The last conversation with Tech Support, is that we are sorry we cannot help you, there is nothing we can do. They have fixed the problem the previous four years, but this year they cannot fix the problem. Product_Or_Service: Other // Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Send the Tech team out and fix the problem in the tower as they have done in previous years.

Business Response: Initial Business Response /* (1000, 10, 2015/07/24) */ July 24, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: **** ******** U.S. Cellular Account Number: XXXXXXXXX Account Holder:**************** Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ********'s complaint regarding dropped calls in her home area. Ms. ******** says that she is experiencing a lot of dropped calls while at home. She has contacted our Technical Support Department for assistance and was advised that there is nothing that we can do for her. Ms. ******** is requesting that U.S. Cellular sends out a technician, as done before, to resolve the problems with dropped calls in her home area. I certainly understand the importance in having a working and reliable phone service at all times. I regret to hear that Ms. ********'s problem with dropped calls has not been resolved after the numerous interactions that she has had with us by phone. I will be ***** to take a look into this matter to assist. I have reviewed Ms. ********'s account and I noticed that she has spoken with our Technical Support Department. Our Technical Support Department has filed service tickets for Ms. ********'s home area. The latest service tickets revealed that, at this time, our network is fully optimized. We recommended that Ms. ******** get a signal booster to improve call quality in her home area. We also recommended Ms. ******** have other users contact us if they were experiencing the same service problems. At this time, there are no further actions that can be completed to change the level of signal service that Ms. ******** has access to while in the *********** area. I truly regret any inconveniences and frustrations this *** cause. Should Ms. ******** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********* Customer Resolution Support U.S. Cellular

8/7/2015 Advertising/Sales Issues
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8/6/2015 Problems with Product/Service
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7/31/2015 Problems with Product/Service
7/31/2015
7/31/2015 Delivery Issues | Read Complaint Details
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Complaint: To Whom It *** Concern: Account #: XXXXXXXXX Phone: XXX-XXX-XXXX I am writing this complaint in regards to US Cellular changing the service agreement signed on December 8, 2012 between US Cellular and us without our knowledge. In the agreement signed, we added a phone with unlimited data with 4G LTE speed service of which we can tether the phone's internet to our home computers and other wireless devices. When we signed that agreement, we were encouraged to sign-up for paperless billing and automatic withdrawal payment from our checking or savings to save 5% every month, so we did. We purchased this service with US Cellular for the purpose of having a source of internet connection at home. We have not experienced any major problems with US Cellular internet service until just recently. June 1, 2015-our internet service became really slow that we were not able to surf the internet, download work materials, and even the basic task of checking e-mail became impossible. We thought we would give it several days before contacting US Cellular. My wife use our home internet for work so she had to make arrangement to obtain internet service somewhere else. June 6, 2015-We tried to contact our local US Cellular provider, but could not get through so we called the X-XXX-XXX-XXXX Customer Support number. We shared our concern with the service support personnel. Upon review of our service plan, she indicated that the plan showed for 9GB high speed internet. When we told her that our signed agreement was for unlimited high speed internet, she indicated that we have unlimited internet but that US Cellular restricts the speed after 9GB. We told her that we had used more than 10GB before and had no problems. * 1/18/15 bill = we used 18.589 GB * 2/18/15 bill = we used 31.225 GB * 3/18/15 bill = we used 26.646 GB * 4/18/15 bill = we used 11.219 GB We felt betrayed, upset, and disappointment that US Cellular would make such change in our contract/service without notifying us. We went back and examined our bill and found that our bill last month dated 4/18/15 and the current bill 5/18/15 are different from prior bills. These bills had 9GB high speed data added to the unlimited data notation. I personally have been with US Cellular since 1996 (19 years) and have referred family members and many friends to use them. I question whether I should regret those recommendations now. US Cellular needs to make this right by returning our true unlimited high speed internet service for no additional price. My hope is that US Cellular has not succumbed to dishonesty and trickery just to profit from their customers.

Desired Settlement: US Cellular needs to make this right and standby the original service agreement of unlimited high speed internet service and not restrict the speed of our internet service after certain gigabytes.

Business Response: Initial Business Response /* (1000, 5, 2015/06/08) */ June 8, 2015 Better Business Bureau of Chicago Attention: ************* 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: ****** ********** U.S. Cellular Account Number: XXXXXXXXX Dear Ms.********* Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. ********** correspondence in regards to his contract and data issues. Mr. ********** states that U.S. Cellular changed the service agreement that was signed back in December of 2012. Mr. ********** also states that his data package was changed without his knowledge causing him to experience slowness when trying to use the service. U.S Cellular understands how important data plans and connection speeds are to our customers. It is never our intention to make our customers feel as if we are not owning up to our service agreements, or making changes without advising our customer first. We apologize for any inconvenience this issue *** have caused Mr. **********. I appreciate the opportunity to review Mr. **********'s account and help in any way I can. Upon review of Mr. **********'s account I see that he data plan was changed on April 10, 2015. Mr. ********** agreed to have the promotion plan for 24 months when he signed his contract in December 2012, as stated in the terms and conditions of Mr. **********'s agreement. The promotion for the unlimited data plan ended March 30, 2015. Mr. ********** was able to keep the unlimited data plan for an additional 4 months after his agreement had been reached. We have sent letters to all customers who are on unlimited data plans advising that these changes would be made to their account effective March 31, 2015. We ask that Mr. ********** understands that we have honored our end of the service agreement for the full 24 months. Mr. ********** still has unlimited data, it now is throttled once a certain amount of data is reached. We have reviewed Mr. **********'s complaint. While we understand that Mr. ********** would like his old plan back and not have his data throttled, we are unable to do so as this was a promotional plan for 24months. Should Mr. ********** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, *********** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the response from US Cellular for the following reasons: The 24-month period that Ms. ********** (US Cellular Customer Resolution Support) is the initial term in which if customer is to terminate such contract the customer will have to pay an "early termination fee." As I have stated in my complaint, I have been with US Cellular for at least 19 years and this is the first time where our service agreement were changed without our knowledge. Previously, the contract of service agreement remained the same after the initial term unless we (the customer) seek new contract. The letter in which supposedly sent to all customers who are on unlimited data plans advising them of the changeswe never received a letter advising us of any changed. We have a copy our contract and the US Cellular Plans when we signed the service agreement in 2012. None of these materials indicate any notice about different types of speed for internet connect. To throttle our internet service that we cannot perform basic function such as checking email is malicious and not right Final Business Response /* (4000, 13, 2015/07/31) */ July 30, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ****** ********** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. **********'s rebuttal to our response, and I am more than ***** to address his concerns. I regret the delay of this response, I can see that a reply was composed on June 22, 2015, but unfortunately it was not submitted through the website. I truly appreciate the customer's patience with us. In his rebuttal, Mr. ********** states that the purpose of a service agreement is to charge a termination fee if the lines are cancelled before the commitment is complete, and has no association with his price plan. At this time, Mr. **********'s price plan has not changed, as we do not require this once a contract has ended. However, the unlimited data was an additional feature and a promotion that lasted for 24 months. The two year commitment was simply a requirement in order to qualify for the promotion. To clarify, the unlimited data feature was not removed when the commitment ended in December of 2014 because the commitment had no effect on this feature. The feature was removed in April of 2015 because it was a promotion only valid for 24 months. I sincerely apologize if this was not communicated clearly when Mr. ********** originally elected the promotional data feature in December of 2012. Letters were sent to the billing address of all customers who currently had the promotional feature, and I regret that Mr. ********** did not receive the notice, which caused the change to be a surprise to him. I want to assure Mr. ********** that we value his loyalty, and I am saddened that recent events have left him dissatisfied, as this was never our intention. Should Mr. ********** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, *********** Customer Resolution Support U.S. Cellular

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had signed up during a promotional period, $100.00 for 2 lines and so much data. That didn't happen and I had to call in several times To get billed adjusted and finally corrected. First bill was over $150.00, after being told my plan with 2 lines would only be $100.00 a month by the store clerk selling me the plans and phones. After several calls they finally got the bill down to about $105.00. Their promotion also included the pay off of my previous carriers early termination fees... Again the store clerk advised me he was going to take care of this and I had to do nothing but wait for the credit to be put on a credit card and pay off the fee at that point. I am still arguing this point with no resolution. I am ready to involve the attorneys general office in maine. I would like some help if at all possible. Thank you Product_Or_Service: Apple /iPhone 6/Family share and data Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) An apology and correction to my bill

Business Response: Initial Business Response /* (1000, 10, 2015/06/16) */ June 16, 2015 Better Business Bureau of Chicago Attention: ************* 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: ******* ******** U.S. Cellular Account Number: XXXXXXXXX Dear Ms. ********* Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ********'s concerns stating that he was quoted his plan would be around $100.00 a month and he had to call in to have the plan adjusted to get the amount close to the price he was quoted. Mr. ******** goes on to state that when he started service with us he should have qualified for the contract buyout promotion and was told he would not need to do anything to have the contract buyout paid out. Ms. *********I want to apologize to Mr. ******** for the errors that caused us to bill a higher monthly rate than he was explained. I am ***** to see that we did correct this and now Mr. ******** is paying the fees he agreed to pay in store. I apologize that Mr. ******** has not receive the contract buyout rebate as of this time. I am ***** to review his account to see why he has not received the rebate for the buyout. During my review of Mr. ******** account I found that Mr. ******** does not qualify for the contract buyout rebate as he does not have all the required features needed in order to receive the rebate. In order to receive the rebates Mr. ******** would have had to port in his numbers, activate them with device financing on a Shared Data plan, and add on Device Protection. I show that Mr. ******** is missing Device Protection which makes him ineligible for a rebate. Ms. *********I do apologize again for the trouble that Mr. ******** has encountered. We have corrected the plan to be the price he listed and he even stated in his complaint that we had corrected the plan. Since he does not qualify for the rebate one was not processed. I hope this resolves Mr. ********'s concerns regarding the two issues. Should Mr. ********, have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 17, 2015/07/22) */ This is still unresolved, due to the fact I did have the device protection plan on my account during the original application process back in December. I was told at that point I could take off my protection plan at anytime, and I believe I had taken off the protection plan as recent at April of this year. During such time I have been through this process with us cellular to receive this rebate which I was eligible for during the first 2 attempts at getting my rebate. This whole process is been lies and lies and bad customer service on us cellular part. And I demand resolution or my next step is the state attorney's office in *****. Final Consumer Response /* (4200, 21, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) None of this was not told or explained to me by the sales us cellular sales representative when I signed up. Why would I risk and switch knowing I would have to pay an early termination fee with ********? Who is stupid enough to do such a thing. I will be contacting the state attorney office about this process. And the failure on us cellular part on their sales techniques to basically lie to customers in order to get sales. Again. I was lied to plain and simple, lied about the monthly fee I was to pay, and also about the early termination fee rebate in which I was quoted by us cellular sales representative of qualifying for during the whole sales process of my new service. I was ***** with ******* cellular and I would have never switched unless their was a very good reason to switch. This is not resolved in anyway. And at this point I want out of my current contract with us cellular and I do not want any type of business with them. I am asking and pleading with the BBB to please help me resolve this very stressful process and poor customer service with us cellular. Thank you. Final Business Response /* (4000, 19, 2015/07/23) */ July 23, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name:****** ******** U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. ********'s response stating this issue is unresolved. He states that he had Device Protection until April so he should be eligible for the rebate as he made two attempts to receive it prior to April. I can certainly understand Mr. ********'s concerns with not receiving a rebate after thinking that he was eligible for one. During my review of Mr. ********'s account I noticed that his line ending in -0400 had Device Protection which was removed on March 2, 2015. Reviewing the submission for a rebate I show we received general paperwork on March 22, 2015 at which time Mr. ******** would have had to have Device Protection active in order to receive the rebate. I also reviewed the rebate submission and show the bill copy sent in did not display the line item for an early termination fee. The bill we received with the submission shows the total amount due not the breakdown of what was charged. Without the breakdown of what was charged the rebate would have been denied aside from the fact that Device Protection was not active. I also reviewed the line ending in -**** and show that line has never had Device Protection active so they would not qualify for a rebate. I do apologize for any frustration or inconvenience this *** have caused Mr. ********. At this time we are unable to process rebates for contract buyout as the terms and conditions were not fully met. Should Mr. ******** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********** Customer Resolution Support U.S. Cellular

7/30/2015
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7/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My wife past away June 22nd of Cancer. Shortly before that I redone my families cell phone plan. I informed radio shack of my situation with my wife doing hospice and that she was going to pass **** probably soon. Radio shack informed me that its no big deal and they will just cancel that line when she's does. I have contacted US cellular like 4 times now and have proven my wife's passing ** them. They want me to send them 400 and some odd dollars or her cell phone before they will shut the line off. I informed them that I have two boys at home that have many memories of watching there mother on that phone and that I wasn't going to send that phone. Nor do I believe I should have to pay the 400 some odd dollars! This is terrible for a company to do to a grieving family. With the passing ** my wife I have had to deal with several credit card companies, banks and so on and everyone has been great and very helpful. I'm not asking to terminate my contract! I'm just asking them to shut my wife's phone off so that money can go to my boys. Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I still have 3 other lines with them! I just want them to shut my wife's phone off. That's it.

Business Response: Initial Business Response /* (1000, 10, 2015/07/24) */ July 24, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: **** ***** U.S. Cellular Account Number: XXXXXXXXX ***** ***** Thank you for contacting U.S. Cellular in reference to the above account. I have received Mr. *****'s complaint in which he explains that his wife passed **** shortly after upgrading his family's plan. He states that he had informed the associate in our RadioShack store location that his wife was ill and would probably pass ***** to which he says he was informed that it would not be a problem and that the line could be cancelled once she passed. Mr. ***** continues by stating that he has contacted U.S. Cellular multiple times to have his wife's line cancelled showing proof that she has passed ***** and has been informed that to cancel the line he would be required to pay for his wife's phone. He continues by stating that he does not plan to return the phone and does not feel he should pay the amount requested for the phone. Mr. *****'s desired resolution is to have the phone cancelled. I would first like to express my condolences for the passing ** Mr. *****'s wife. I know how hard it is to have to deal with the loss of loved one, especially a spouse. I wish for strength and peace for Mr. ***** and his son's during this hard time. I would also like to apologize for any confusion or frustration that *** have been caused while trying to get his wife's line cancelled. I am ***** to review Mr. *****'s account and assist him. In review of the account, it is noted that on June 17, 2015, Mr. ***** called our store location and inquired if any lines on the account we eligible for upgrade and if Device Financing could be done on the account. Mr. ***** was advised that he could use an alternate line on his account for the upgrade. Mr. ***** mentioned that his wife was in hospice care. Mr. ***** was then informed that since he had Power of Attorney that he could sign for a Device Financing on the account. On June 18, 2015, Mr. ***** submitted a request to upgrade the cell phone number ending in -3041. By June 19, 215, the line had been upgraded to the Samsung Galaxy S5. The phone was then moved to the number ending in -3074. The line ending in -3041 was upgraded under the Device Financing Program which requires a Retail Installment Contract. With Device Financing, customers are billed a set amount for the phone. The taxes and any applicable deposits are paid upfront and the remaining cost of the phone is divided over several months to pay the remaining cost of the phone while the line is active. The Retail Installment Contract is non-transferable. In this case, Mr. ***** signed a Retail Installment Contract stating that he would pay $24.95 for 20 months towards the total $499.99 cost of the phone on the -3041 while the line was active with U.S. Cellular. A few days later on June 23, 2015, per our notes, Mr. ***** contacted U.S. Cellular to advise that he wanted to cancel his wife's cell phone line as she had passed ***** It is noted that since Mr. ***** was unable to verify the account information, he was referred to the store location with a valid photo ID to receive assistance with the account. As general information, Mr. ***** was advised that he would either need to return the device or keep the line active. On June 25, 2015, it is noted that Mr. ***** visited our store location and once again advised that his wife had passed ***** At this point, Mr. ***** was advised of the Change of Ownership process. The Change of Ownership process allows customer to take responsibility of another customer cell phone number(s). This same day, it is also noted that Mr. ***** was advise that in order to stop the Device Financing on the line (-XXXX), the phone would need to be returned. After declining to return the phone, Mr. ***** was then advised that in order to keep the phone he would need to pay the remaining payments for the device for the line to be cancelled. Our next communication with Mr. ***** was on July 1, 2015. Mr. ***** once again contacted us to cancel his wife's line (-XXXX) due to her passing. He was connected to our Customer Relations Department. Upon speaking with this department, Mr. ***** was once again advised that he could pay the Retail Installment cost off for the line to have is cancelled and keep the phone or return all the phones with Retail Installment Contracts and have the account moved over to his name with previously owned equipment. He was also reminded of the remaining Retail Installment costs for all of the 3 lines that contained one. Mr. ***** declined the options and requested to speak with a supervisor. Upon speaking with the supervisor, Mr. ***** was provided an alternate option. The supervisor decided to meet Mr. ***** provide a credit to the account to help with the cost of the phone. A credit was applied to the account in the amount of $210.34. This amount would have been applied against the current balance on the account. Mr. ***** had stated that he already mailed the payment to cover his bill. Therefore the credit would have remained as on Mr. *****'s account to allow Mr. ***** pay of the cost of the phone, leaving the credit to apply to his next bill. He was then connected to our Customer Relations Department to complete the cancellation. Upon being connected to our Customer Relations Team, Mr. ***** was once again advised that he would need to pay the cost of the phone in order to have the line cancelled and the credit applied would go towards the balance on the account. He once again declined to pay for the device. As of today, the line that belonged to Mr. *****'s wife (ending in -3041) is still active with U.S. Cellular. As you can see from the above information, Mr. ***** has been advised of 4 different options in regards to having his wife's line cancelled and Mr. ***** declined them all. As per the Retail Installment Contract signed, Mr. ***** is responsible for the remaining cost of the phone. As long as the line is active, the cost can continue to be split over the 20 months agreed. However, if the line is to be cancelled, the remaining cost is due to at that time. I have included a section regarding this matter below. "Default: You will be in default if you, (a) fail to make any payment when required, (b) violate any other provision of this Contract, (c) become the subject of any bankruptcy or insolvency proceeding, or (d) die. If you are in default, to the extent permitted by applicable law, we *** require you to pay immediately the entire unpaid Amount Financed as well as our collection costs, attorneys' fees and court costs related to enforcing your obligations under this Contract. If this Contract is entered into in Iowa or Wisconsin, we will not require you to pay attorneys' fees." As an alternative, Mr. ***** has been allotted the opportunity to return the phone and not be held accountable to the remaining cost. Mr. ***** has declined. I certainly understand that there *** be some very special videos or photos, etc. of his wife on the phone that he wishes to keep. For this, I would recommend that Mr. ***** have this information transferred to a different phone or device or forwarded to a specific email account to ensure that this information is save for future view. This way Mr. ***** continues to have these special documents and can return the phone. Regrettably, we are unable to meet Mr. *****'s desired resolution to simply cancel the line until Mr. ***** either returns the phone or makes payment for the remaining cost of the device. I hope that this information provides more clarity into our decision and is found to be helpful. I appreciate this opportunity to review his account and address this matter. If Mr. ***** should have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ******** Customer Resolution Support U.S. Cellular(r) Initial Consumer Rebuttal /* (3000, 12, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most of the above information is correct! But 1st of all I was told at the store there was no worries that when my wife passes *** line would just be unhooked. 2nd I took my wife's upgrade, there for its my phone that I should have to turn in not her phone that is a couple years old. 3rd I was told at 1st it was 400 I would have to pay in which I finally agreed to but when I got transfered to another person it went to 499! Out of all the banks and bills I have had to deal with transferring things over with this by far is the worst experience. All this over a phone! I am done dealing with this and have chosen to move on and keep 4 phones for my boys and I. Crazy what companies will do to make a dollar.

7/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: hi my name is ***************** I did an upgreade in *** XX XXXX and I was ***** intell I added a friend to my line and when we did she was moving to florida and the lady at us celluar told her that they have servise down there which they do not her name is************** she works at the us celluar in plesnt ***************** and after so many problems with them I swiched over to******** way better company but the problem is they were suppost to pay off my phone and they didn't and now im stuck with a 550.00 dollars that I don't have to pay my phone and im trying to make payments but they want to arue with me and charge me a late fee when im wanting to pay small payment arangments I am very upset I am on disablty and don't make that much money I don't work I am handycapped and disabled and I am sick of bussnes treating me poorley and sick of fause avertisment I don't like people tell me one thing then later its another people need to get there facts striate I am a very upset lady and I want the problem to be fixed and two I only had the new written contrack for 5 months before I swich and the phone when I traded it in was still brand new like I just got it and I feel that I should not have to pay all this money im supper mad and hope you can get this problem fixed so sick of lying people thanks and have a nice day... Product_Or_Service: Apple /a1586/unlimmied Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) well I would like this to be over with so if your able to help me that would be great I am soo upset with us celluar I don't want to look at them they did me and my friend wrong .

Business Response: Initial Business Response /* (1000, 10, 2015/07/23) */ July 23rd, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ******* ********* U.S. Cellular Account Number: XXXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. *********'s complaint in which she states she was told in one of our store locations that her friend would have service while in Florida. Ms. ********* went on to state that her friend did not have service while in Florida. Furthermore, Ms. ********* states that she ported her services over to******** due to this issue. Ms. ********* states that******** was supposed to reimburse her for the remaining amount of the Retail Installment that she had for her iPhone 6, which was $479.20; however she states that******** is not following through with their promise to pay this phone off and she feels like she is stuck with the amount. I would like to apologize to Ms. ********* for any frustration that she or her friend *** have experienced because of issues of using their service while in roaming areas. U.S. Cellular provides itself into providing a world class network that is ranked either 1st or 2nd by J.D. Power & Associates in every market we do business in, and we strive to provide service in areas that customers do not normally have cellular service. Also, our advertisements carry the same clear disclaimers about service as do our customer service agreements. We have roaming agreements with many major providers in the state of Florida, so her friend would have had the ability to use her phone within the state of Florida. I, myself, recently traveled to ******* Florida and did not run into any areas within the state of Florida in my travels that did not provide me with cellular service. While we are able to provide cellular service in the state of Florida with partner providers, we do not have any store locations in the state of Florida. When using our services in a roaming territory or on another's carrier's towers, unfortunately we cannot guarantee that your service will work to its best capabilities. In addition to that, we have a limit of 200MB's of data roaming when not in our area. This is a common practice with most mobile carriers in the United States and I certainly hate to see that this has led to Ms. ****** terminating her service with U.S. Cellular with porting her service to another provider. In our customer service agreements (such as the one that Ms. ********* would have signed when she purchased her phone, and also at the initial start of U.S. Cellular service) it clearly states the following information: At least 50% of your monthly voice usage for each device on your account must be used in U.S. Cellular's licensed markets. No more than 200 MB of your data usage in any month for each device on your account *** be used in U.S. Cellular's non-licensed markets. More information that is included on one of our customer service agreements can be accessed by clicking this link: http://www.uscellular.com/site/legal/index.html. As well our coverage maps can be easily located by visiting this link: http://www.uscellular.com/coverage-map/coverage-indicator.html. Furthermore, the Retail Installment agreement that Ms. ********* signed when she purchased her iPhone 6 on January 31st, 2015 clearly states that if the customer cancelled their service before paying off the remainder of the balance owed on the phone, that the full remaining balance would be billed to the customer on their final bill. We have reviewed Ms. *********'s complaint. While we certainly hate to lose Ms. *********'s business, we are very open with not only our roaming policies, but with our coverage areas as well in the service agreement that she signed, as well as information readily available on our website or with our Customer Service department. We do provide our customers with roaming agreements with other cellular providers while outside of our licensed U.S. Cellular markets, such as in the state of Florida. We are sympathetic with the financial issues that Ms. ********* is currently going through, however she voluntarily cancelled her service with U.S. Cellular to go to********. We cannot control the reimbursement policies of another company when it comes to purchasing off the remaining balance of early termination fees or retail installment costs. Unfortunately the full remaining balance of $537.11 is still owed to U.S. Cellular. We understand that sometimes things come up that can get you behind and we would love to help. If Ms. ********* would want to set up a payment arrangement on her balance, she can contact our Financial Services Department so we can go over payment options with her. She can reach our Financial Services at XXX-XXX-XXXX. Our Financial Services are available Monday through Saturday from 6:00am-10:00 pm, Central Standard Time. The Financial Services Department is closed on Sunday. Should Ms. ********* have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ********* Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well I tried to set up small payment arrangements and they told me everything has to be paid in full by August 19 th and there is no way I can do that I'm so sick of people taken people for granted thank you Final Business Response /* (4000, 14, 2015/07/24) */ July 24th, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: U.S. Cellular Account Number: ******* ********* Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. *********'s rebuttal in which she states that we could not come to terms with her on a payment arrangement with our Financial Services Department towards her current balance owed. Payment arrangements can only be made through our Financial Services Department. We are unable to negotiate arrangements through the Better Business Bureau. We would be ***** to accept any payment Ms. ********* can make while her account is with U.S. Cellular. We typically hold an account for at least 30 days after cancellation. The account could potentially be turned over to an outside collection agency if Ms. ********* is unable to pay the balance in full. If that occurs, we can no longer accept payments from Ms. ********* and any remaining funds would need to be paid directly to an outside collection agency. We have reviewed Ms. *********'s rebuttal. While we are sympathetic with the financial issues that Ms. ********* is currently going through, Ms. ********* voluntarily cancelled her service with U.S. Cellular to go to********. Any issues with receiving a reimbursement for a phone trade in with******** would need to be discussed with********. Unfortunately U.S. Cellular does not have any options to assist Ms. ********* in the dealings with another company and because of this, we respectfully ask that this matter be closed. Should Ms. ********* have additional questions, she *** contact our Financial Services Department at XXX-XXX-XXXX or our Customer Service Department at XXX-XXX-XXXX. Sincerely, ********* Customer Resolution Support U.S. Cellular

7/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: US Cellular extended my contract on 5 lines for an extra two years without my authority/agreement.i never signed anything to that extent. I have called support over 40 times and have contacted a lawyer to litigate. Product_Or_Service: Other /samsung/ Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want the contracts cancelled for all the lines. I will pay the early termination fee that i agreed to in writing for the one line and the reduced for 3 of the others.

Business Response: Initial Business Response /* (1000, 10, 2015/07/20) */ July 20, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ****** ******* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. *******'s complaint regarding the contracts on his account, and I am more than ***** to address his concerns. In his complaint, Mr. ******* states that we have extended the two year commitment on each of his five lines. He claims that he never signed a contract associated with the extensions and he has contacted U.S. Cellular over 40 times in attempt to resolve this matter. He would like for his contracts to be reduced, however, he will pay the termination fee that he agreed to in writing for one of his lines (he did not specify which). I can imagine the concern caused when Mr. ******* discovered that he had entered into a new two year commitment on each of his lines when switching to a shared data plan in January, especially since he did not recall being informed of this or signing any paperwork. I am truly sorry for the inconvenience the customer has experienced while attempting to resolve this matter. I regret that this miscommunication has occurred, and that Mr. ******* was not fully aware of the new commitments when completing the plan changes in January. Due to the situation and the inconsistent information he has received surrounding his early termination fees when calling in, I am willing make adjustments to the commitments on each line. Because the customer is disputing the contracts applied to each line on 01/17/2015 when he changed his plan to shared data, which requires a new two year commitment when switching from a retired plan, I will make an exception and remove this contract from each line. He will be responsible for the commitments that existed on each line before change took place or were entered into after the plan change. The customer's updated contract dates and termination fees are as follows (prorated from $350.00): -****: Contract period 04/28/XXXX-XX/28/2016; Associated with iPhone 5c purchased when establishing line on 04/28/2014. The termination fee is approximately $135.42. -****: Contract period 04/28/XXXX-XX/28/2016; Associated with iPhone 5c purchased when establishing line on 04/28/2014. The termination fee is approximately $135.42. -***** Contract period 04/28/XXXX-XX/28/2016; Associated with 30% monthly discount added on 04/28/2014 in exchange for two year commitment as retention offer. The termination fee is approximately $135.42. ****** Contract period 04/28/XXXX-XX/28/2016; Associated with 30% monthly discount added on 04/28/2014 in exchange for two year commitment as retention offer. The termination fee is approximately $135.42. -****: Contract period 03/13/XXXX-XX/13/2015; Associated with upgrade to Galaxy S5 on 03/13/2015. The termination fee is approximately $261.03. I am saddened to learn that Mr. ******* is considering other carriers, as he has been a loyal U.S. Cellular customer for over two years and we do greatly appreciate his business. If Mr. ******* still intends to cancel his account with us, I would recommend that he contact our Customer Relations Department at XXX-XXX-XXXX before doing so to discuss cancellation details, as well as any other options available to him. I hope that my response has been helpful, and that the resolution is to his satisfaction. Should Mr. ******* have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, *********** Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (3000, 12, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am willing to accept the following: ******************* for cancellation of $135 No cancel fee for ***** - this phone is 2 years old Cancel****** for $261 Thank you, **** ******* Final Business Response /* (4000, 14, 2015/07/24) */ July 24, 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: ****** ******* U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. *******'s rebuttal. Mr. ******* states in his rebuttal that US Cellular extended his contract on five lines for an extra two years without his agreement. He states he never signed anything indicating a two year agreement and has contacted a lawyer to dispute the Early Termination Fees he would be liable for. Mr. *******'s desire resolution is to have all contracts cancelled but the one line he remembers signing for. I can certainly understand Mr. *******'s situation and the frustration he has incurred over the dispute of this matter. I would be more than ***** to review the account for further information. I have received all copies of the paperwork that Mr. ******* signed in store for his lines of service on April 28, 2014 and March 13, 2015. Each contract has the Early Termination Fee and 24 month term clearly visible above his signature. If Mr. ******* would like copies of these documents, we would be more than ***** to mail them to the billing address on file. Each document includes the details for lines ending in *************************. All of the Early Termination Fees the customer would incur are valid except for line **** which was determined to have Customer Owned Equipment on it and is not subject to an Early Termination Fee since it is now outside of the 24 month agreement period. Based on this information, should Mr. ******* wish to cancel services with us, he would be liable for the Early Termination Fees for four of the five lines he has on his U.S. Cellular(r) account. I have included below a detailed breakdown of the approximate cost of the Early Termination Fees: **** Line : Contract period 04/28/2014-The termination fee is approximately $135.42. Line ***** Contract period 04/28/2014-The termination fee is approximately $135.42. Line ****: Contract period 04/28/2014-The termination fee is approximately $135.42. Line ***** Contract period 03/13/2015-The termination fee is approximately $261.03. I am saddened that this experience has caused Mr. ******* to consider terminating his service. Customer satisfaction has always been our company's primary goal. We strive to provide all of our customers with the ideal experience in all dealings with our company. We appreciate Mr. *******'s honest feedback. I hope that Mr. ******* will reconsider the cancellation of his account, as we would not want to lose him as a customer. Should Mr. ******* have any additional inquiries, he *** contact our Customer Service Department at X(XXX)XXX-XXXX from 6AM-11PM every day. Sincerely, *********. Customer Resolution Support U.S. Cellular

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7/24/2015
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7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Debited my account for data purchase, never rendered services purchased, stated 15 days for refund, when asked to speak with supervisor the call ended. The company debits accounts without rendering services. Rip off Product_Or_Service: LG /moto x/u Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Refund of full amount, I plan to discontinue service and find a new carrier

Business Response: Initial Business Response /* (1000, 10, 2015/05/20) */ *** 20, 2015 Better Business Bureau of Chicago Attention:************** 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Complaint Number: XXXXXXXX Customer: *************** U.S. Cellular Account Number: XXXXXXXXX Dear Ms. ******** Thank you for contacting U.S. Cellular(r) in reference to the above account. I have reviewed Ms. *******'s complaint and welcome the opportunity to address you this afternoon. Ms.******** we are saddened to hear about the situation Ms. ******* has experienced through this whole ordeal. It is never our intent to make life more difficult for our customers but rather quite the contrary. Upon review of Ms. *******'s account, I do see where a payment was made on 5/17/15 to add additional data service to her account. When it was discovered her plan did not allow for this change the request was immediately filed to return the payment to her card. This return transaction is still in process and has not been completed. I also show record where Ms. ******* asked for a supervisor and the call was dropped. We haven't had any correspondence with Ms. ******* since that time. We are working as quickly as possible in order to resolve this issue. If at any time you or Ms. ******* have any additional questions or concerns, please do not hesitate to contact the Customer Service Team with U.S. Cellular(r) by dialing 611 from your mobile phone or by dialing XXX-XXX-XXXX from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you. Take care, ****** Customer Resolutions Support U.S. Cellular(r) Initial Consumer Rebuttal /* (3000, 12, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) US Cellular advertises that they notify customers before their customers reach 75% and 100% of their data, I was not notified. I already made 3 attempts to speak with a supervisor, all 3 calls were dropped. No attempts were made on their part to resolve this issue. This company has shown repeated unfair business practice as well as false advertisement. Final Business Response /* (1000, 18, 2015/07/20) */ July 20, 2015 Better Business Bureau of Chicago Attention:************** 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Complaint Number: ******** Customer: **** J. ******* U.S. Cellular Account Number: XXXXXXXXX Dear Ms. ******** I appreciate you passing *** *******'s rebuttal along to us. I understand originally Ms. ******* filed her grievance pertaining to a refund of a payment for service we were unable to render. In her rebuttal, I see she is stating we are not providing data usage alerts and we are dropping her calls with our Customer Service and Supervisor Team. On this topic of the refund, as of *** 20, 2015 our Payment Control team extended the refund back against the debit/credit card that was used to make the payment. Once this process has been initiated it can take up to 10 business days for the funds to fully process to her account. If she doesn't see this refund to her account by the end of *** I would suggest a call with our Customer Service so we can partner with Payment Control to check the status of the credit. While reviewing the account, I do see where we have sent notification to her regarding her data usage. I do show record of the messages being sent to her device. There are also other ways to manage data usage for her account. Her phone has a built in data usage monitor under the data usage settings which will keep a closer real time record of her data usage. She is also always welcome to contact Customer Service to find what we have recorded as her data usage. Ultimately it's the customer responsibility to keep up with their usage. When checking the contact history of her account, I see that she spoke with our Customer Service Team to see about adding more data on *** 17th, 2015 at approximately 5:24pm CST and again at approximately 5:57pm CST to discuss getting her money returned. It is documented on the account at that time she requested to speak with a supervisor and the call dropped. We haven't had any contact with Ms. ******* outside of this complaint since that time frame. I appreciate the opportunity to elaborate and give more detail in the events surround Ms. *******'s account. If at any point any additional questions arise please don't hesitate to let us know. Take care, ****** Customer Resolutions Support U.S. Cellular(r) Final Consumer Response /* (3000, 20, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have suspended service with that company. I no longer wish to do business with this company. They have shown unfair business practices, misleading information and advertisements along with unfair tactics. My complaint stands firm. I wish to no longer have contact with this company.

7/21/2015
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7/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August of 2014, we had to make the decision to leave US Cellular as they no longer provided cell phone service in Chicago, where my husband works. A representative on the phone assured us that if we turned in our phones no ETF's would be charged. We were also told that once our phone numbers were released our account would be automatically canceled and we would only owe the bill for the remaining month of August. Several months later we received a bill nearing $700, and all attempts to resolve the matter with the company have resulted in being told we will be forced to pay the amount they say is due. Our account has since been sent to collections, harming our credit score. We are now looking into aquiring legal help to resolve the issue. Product_Or_Service: Other // Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) We would like the amount due be adjusted to what we were orginally told would be due.

Business Response: Initial Business Response /* (1000, 10, 2015/06/30) */ June 30, 2015 Better Business Bureau of Chicago 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: ******** Customer's Name: Jeffery ****** U.S. Cellular Account Number: ********* Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of the correspondence from Mr. ****** stating that in August 2014 the decision was made to leave U.S. Cellular. Mr. ****** states that this decision was made due to U.S. Cellular no longer provided cell service in Chicago where work is located. Mr. ****** says that a representative on the phone assured them that if the phones were turned in the Early Termination Fee would not be charged. Mr. ****** also says that they were advised that once the numbers were released that the account would automatically cancel and that only the remaining month of August would be owed. Mr. ****** goes on to say that a bill was received several months later with the amount nearing $700.00. Mr. ****** also says that all attempts to resolve the matter with U.S. Cellular have resulted in being told that they would be forced to pay the amount showing due. Mr. ****** continues by saying that the account has since been sent to collections which has also harmed the credit score. Mr. ****** has requested that the amount due be adjusted to what was originally was told would be owed. I would like to first take a moment and apologize for any frustration Mr. ****** may have experienced while attempting to resolve this matter. I appreciate the opportunity Mr. ****** has given us to research his account and address this matter as well as provide additional information that may be helpful. On August 25, 2014 Ms. ****** spoke to U.S. Cellular regarding canceling services. At this time the account was still under contract until December 2015. U.S. Cellular offered to waive the Early Termination Fees as long as the phones were returned in good working order. U.S. Cellular was advised that there was an intention to take the numbers to another provider. When the numbers are taken to another provider this automatically cancels the line that is taken. Our records show that on August 26, 2014 the phones and the Hotspot were returned to a local store. Due to the intention of the numbers being taken to another provider the lines were not canceled. Our records show that on September 12, 2014 the lines ending in -**** and -**** were taken to another provider. It was at this time that these lines were canceled. On October 29, 2014, Mr. ****** had visited a store about canceling the remaining line for the Hotspot. It was found that this was to have been done when the device was returned in August and was not. For this a credit of $20.00 was applied to the account. When the phones were returned in August there was a balance of $180.00 covering services through September 13, 2014. Due to the cell phone numbers being taken to another provider prior to the end of the contract the Early Termination Fees were automatically charged. These were charges of $95.69 with an additional $6.70 for taxes on the lines ending in -**** and -****. Due to the phones were returned, I have adjusted these charges. There were also charges totaling $101.82 that were applied to the bill dated September 14, 2014 for services that were not used. There were additional remaining charges of $81.50 to be adjusted from the bill dated October 14, 2014 bill. After the credits for the Early Termination Fees and for services that were not used this has brought the total credit applied to $390.37. This has been updated with the collection agency as no payment was received for the August bill. After reviewing Mr. ******'s account I found that U.S. Cellular promised to waive the Early Termination Fees that had been charged. In addition the Hotspot was not canceled when the device was returned and the line was not taken to another carrier resulting in additional charges for services that were not being used. I have adjusted the Early Termination Fees and charges for the two months of services that were charged in our error. The updated amount has been sent to the collection agency. I encourage Mr. ****** to contact the collection agency with an updated amount that is owed. At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. ******'s business and again regret any inconvenience this situation may have caused. Should there be any additional questions regarding this correspondence, please have Mr. ****** contact our Customer Service Department at ************. Sincerely, Jenifer L. Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal /* (2000, 12, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are very grateful that finally US Cellular has responded to our complaints and taken positive action. We are more than happy to pay the adjusted amount rightfully due, and thank the BBB for their assistance in resolving the matter. Although it is disappointing that the matter had to be taken so far, we are pleased with this final outcome.

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7/10/2015 Advertising/Sales Issues
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7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Terminated due to over use of roaming data. Maxim is only 250 MB per month. Product_Or_Service: Sanyo /S6/Share Plan Account_Number: *************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Explication of limit of roaming data but not calls or texts.

Business Response: Initial Business Response /* (1000, 10, 2015/06/26) */ June 26th 2015 Better Business Bureau of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: ******** Customer's Name: Thomas ********* U.S. Cellular Account Number: ********* Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. *********'s complaint regarding the cancellation of one of his lines of service due to data roaming violation. Mr. ********* states that he was terminated due to use of roaming data, that the maximum is only 250 megabytes per month. Mr. *********'s desired resolution is to receive an explanation of why there is a limit of data roaming, but not for calls or text messages. I can certainly appreciate Mr. *********'s concern regarding this matter. I can certainly understand how confusing it may be to have your Smartphone line terminated for data roaming violation, but yet your Feature phone line (which doesn't use data), remain active. In response to his concerns, I will be honored to review his account to address this matter and provide additional information he may find helpful. We respectfully ask that Mr. ********* understand, the U.S. Celluar guidelines for roaming are that at least 50% of our customers monthly usage (voice and text message) must be in U.S. Cellular licensed markets and no more than 200 megabytes of data usage in any given billing cycle may be used in U.S. Cellular's non-licensed markets. This information is included in our Customer Service Agreements that our customers; including Mr. *********, agree to when entering into a new 2 year contract with us. This information can also be found on our website by clicking the "Legal" hyperlink at the bottom of the page and then clicking on "Customer Service Agreement" in the "Use of Service" section. Also included in the Customer Service Agreement, is the "Term/ Termination/ Early Termination Fee" section. This section states that "U.S. Cellular may terminate or suspend your service if you fail to perform any obligations of this Agreement including the restrictions and obligations in the paragraph regarding "Use of Service"....and may be assessed an Early Termination Fee.". I am saddened to find that on June 19th 2014, Mr. *********'s Smartphone line came under review for data roaming violation. On August 15th 2014, Mr. *********'s data service was suspended for the remainder of the billing cycle for data roaming violation. On August 18th 2014, we spoke with Mr. ********* advising him of his data roaming terms of service and that the next step would be cancellation. Mr. *********'s Smartphone line had not exceeded his data roaming terms of service again until June 11th 2015 wherein his data services were again suspended. We attempted to reach out to Mr. ********* but were unable to reach him, wherein we left him a voicemail message. Later that same day, we were able to speak to Mr. ********* directly regarding this situation. We advised him that, with much regret, he would need to either cancel the line or port the number out or switch to a Feature phone by June 21st 2015 or the line would be cancelled. We also advised him that if the line was cancelled due to this situation, we would waive his early termination fee if he sent us back the phone. We then provided the address to mail the phone back. We then spoke again with Mr. ********* on June 17th 2015 restating that due to the data roaming violation, he would need to either cancel the Smartphone line, port the number out to another carrier or switch the line over to a Feature phone by June 21st 2015 or the line would be cancelled. I find that on June 22nd 2015, Mr. *********** Smartphone line was cancelled for data roaming violation. I am saddened that I do not find that we have received the phone back, therefore I find a pending Early Termination Fee of $318.82, which will appear on Mr. *********** following bill. If we should receive this phone back in good working order soon, we will then honor our offer, and waive said Early Termination Fee. In closing, I find that at this time, there is a past due balance of $390.27 on Mr. *********'s account. We would like Mr. ********* to know that if he is unable to make this payment right away our Financial Services Department may be able to offer him payment options to ensure his services are not interrupted. If Mr. ********* would like to find out more about his payment options, we respectfully request he contact our Financial Services Department directly at ************* We have reviewed Mr. *********'s complaint. We hope this information was helpful in addressing Mr. *********'s desired resolution. We thank him for the opportunity to serve him today with pride and respect. Should Mr. ********* have additional questions, he may contact our Customer Service Department at (888)944-9400. Sincerely, Robyn T. Customer Resolution Support U.S. Cellular

7/9/2015
7/7/2015 Delivery Issues
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7/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two phones from US Cellular around March 9th, 2015. I had to order the phones. When the phones arrived in the US Cellular store, around March 11th, 2015, I had let the representative know that I changed my mind about the phones. He told me that I had to return the phones myself. He contacted customer service. I spoke with them and they told me that I had to return the phones in a box that they were shipping me. After around a month of checking my checking account balance I finally called them. They said that the issue should be resolved in a short time and my refund of $444 and change will be returned to me. It's been more than three months and I still have not received my money. The money that I paid to start my account on two lines. I have called more that 8 times trying to get this issue resolved. I just want my $444 and change returned to my checking account. Product_Or_Service: Other // Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want my refund of $444 and change to be refunded into my checking account. Like it should have been in March of this year (2015).

Business Response: Initial Business Response /* (1000, 10, 2015/06/27) */ June 27, 2015 Better Business Bureau of Chicago Attention: ***** ******* 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: Cha'ley ************** U.S. Cellular Account Number: XXXXXXXXX Dear Ms. ******** Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of ********* correspondence welcome the opportunity to offer any assistance possible. I'm saddened to hear of the issues surrounding the refund that is being requested. A few issues have surfaced in being able to provide the complete refund to ********* We are working diligently to make sure we are able to return the payments as soon as possible. We will be more than happen to return the money used as the down payment for the phone that were returned as soon as we have the whole amount available for refund. I will personally keep a watch over the account and as soon as the total amount is available. If you or ******** have any additional questions or concerns, please do not hesitate to contact the Customer Service Team with U.S. Cellular(r) by dialing XXX-XXX-XXXX from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist. Sincerely, **** ** Customer Resolution Support U.S. Cellular(r) Initial Consumer Rebuttal /* (3000, 12, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent the phones back March 13th, 2015. I assume that the phones would have arrived at the company around March 19th, 2015. Three months have already passed with no refund! Pretty soon it will be four months. I cannot keep waiting for my refund! I need it now! This is no way to do business! If I would have known that thing were going to turn out like this, I would have never handed over my debit card! Final Business Response /* (4000, 14, 2015/07/07) */ July 7, 2015 Better Business Bureau of Chicago Attention: ***** ******* 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: ******** ************** U.S. Cellular Account Number: XXXXXXXXX Dear Ms. ******** Thank you for presenting us with *********** response and allowing us to follow up with this complaint. I'm happy to report we have cleared up the matter and the return of the funds is currently being processed through our Payment Control Team and being sent back to the card used for the purchase. This process can take up to ten business days to be placed back onto the card, but normally the credit is back within a couple days. Two separate credits are being applied, the first for $188.84 and the other $256.96 totaling $445.80. I sincerely apologize this process has taken so long to clear up. If there are any additional questions that arise, or concerns, please let us know so they can be cleared as soon as possible. Sincerely, **** D. Customer Resolution Support U.S. Cellular(r)

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6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I signed up for cell phone service the girl ****** told me that I had to put a deposit down of $100.00 each on both lines on my account (so $200.00 total) and that in a year I would get it back. I called today about getting my refund back because it has been more than a year and the first guy I talked to said that he checked everything over and I was eligible and that he would transfer me to someone that could assist me with that. The lady that he connected me to then connected me to a man that said there are stipulations and that in the last year (November 2014) we had our service interrupted for a day so we can't get the money back now unless we go another year. That is not what we were told when I signed up for the account and I feel like they just tell you things to get you to sign up and it's not right. Product_Or_Service: Other /S4/ Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like the $200 I was told I would get back.

Business Response: Initial Business Response /* (1000, 10, 2015/06/16) */ June 16, 2015 Better Business Bureau of Chicago Attention: ***** ******* 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: ******** ****** U.S. Cellular Account Number: XXXXXXXXX Dear Ms. ******* Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. ********* complaint in which she states that when she signed up for services she paid two $100.00 deposits. At which time one of our Representatives stated that she would receive these deposits after a year of service has been completed. However, when she called in to Customer Services she was told that due to her service being interrupted for one day in November 2014 the time frame to receive her deposits back would start over. Ms. ****** states she was not told this on the original date she started services with U.S. Cellular. Ms. ******** I certainly understand the frustration Ms. ****** has incurred with the information she has been give regarding her deposits. I sincerely apologize for any misunderstanding or miscommunication there was been between U.S. Cellular and Ms. ******* At the time Ms. ****** started services with U.S. Cellular in 2014 she received paperwork stating details of her monthly charges, her agreement time frame, and the Terms and Conditions of her services. In the Terms and Conditions there is a section specifically for deposits customers may have to pay. In the deposit section of the Terms and Conditions it states "Deposits will only be returned to you after a minimum of 12 consecutive months of satisfactory payment history." Therefore, Ms. ****** did receive this information that was stated in the paperwork she received and did not have 12 months of services not interrupted. When customers start services with us we do tell them they can receive their deposits back in 12 months as we cannot anticipate customer's accounts to be interrupted. Ms. ******** account was interrupted on November 24, 2014 and her deposits of $100 each will be placed to her account on November 24, 2015. At which time if Ms. ****** wishes to have those deposit amounts be mailed to her via check by mail she will need to call in and speak with our Customer Service Department to do so. Otherwise, the deposits will be placed on her account as a credit and go towards her following billing statement. If Ms. ****** does have a balance on her account at the time of her deposits releasing they will go towards the balance on the account. Ms. ******** again I certainly understand Ms. ********* frustration with the information she has received. U.S. Cellular has many ways to ensure services are not interrupted. We offer many ways to make payments such as the automated system by calling in, speaking with a Customer Service Representative, and through My Account at www.uscellular.com by setting up auto pay to deduct automatically every month from a Credit Card or Bank Account. Ms. ********* desired resolution to have her two deposits of $100 each at a total of $200 given back to her cannot be completed at this time. However, on November 24, 2015 if her account has not been interrupted again she will receive these deposits back towards her account. Should Ms. ****** have additional questions, they may contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, ****** A. Customer Resolution Support U.S. Cellular

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband & I were convinced to switch to US cellular when we went into the store, based on the fact that we would own our phones when the installment payments were over. We were told that US Cellular would pay our termination fees on our Verizon accounts, it is now 6 months later, I have spent 6+ hours on the phone trying to resolve this, and Verizon still has not been paid. It is now on my husbands credit report to the tune of $800+ dollars. Every time I call us cellular to get it resolved I get a different story. 1. you need to bring the bill to the local office when you receive it. 2. brought the bill, they told me no, it's only done online. 3. went online filled out the request faxed in the page that showed the fees for each line. 4. was told that I needed to send the actual page of the bill, not just the summary. 5. sent the whole bill in and was told that I needed to go online and put a request in for each line. then the rep I was talking to said nevermind, we will expedite it, and take care of all of the fees, just send the bill in. 6. called back in, was told that can only get credit for 3 lines, the other two that were transferred from Verizon didn't transfer the phone number, so I cant get a refund for that. (was never told this when I set up my account and was told I'd have to change my phone number and one of the other ones. I still have no resolution, My husbands credit is severely impacted, and was told to wait another 4 weeks. And I don't have any way to pay the other two lines, 7. the most annoying part is the first 3 times I called they didn't log my phone calls with US cellular. Product_Or_Service: Apple /6/Unlimited Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I would like my husbands credit repaired, I would like a credit for all of the lost time on my us cellular bill, I would like the option to terminate my account with out any charges. To be able to walk away. I have held 100% my end of the business deal when I signed the papers, however us cellular has come up short and has poorly trained staff and professionals. That do not have the right means of notifying their customers of the correct rules and processes.

Business Response: Initial Business Response /* (1000, 10, 2015/06/10) */ June 10, 2015 Better Business Bureau of Chicago Attention: Ms. ******* 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: ******* ******* U.S. Cellular Account Number: XXXXXXXXX Account Holder: ****** ***** Dear Ms. ******** Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. *********** complaint regarding our Contract Payoff Promo. I certainly understand the frustration that Ms. ******* has expressed in her complaint about the misinformation provided about the qualifications for the promo. I will be happy to review Ms. *******'s account to further assist. Ms. ******** at this time, we are currently running a promotion called Contract Payoff Promo. This promotion allows customers to port their numbers in from their current carrier and receive a rebate card for their Early Termination Fees. There are certain criteria that must be met in order for each line being ported in to qualify for the rebate offer. I have included the details of the Contract Payoff Promo below: Contract Payoff Promo: Offer valid on up to 6 consumer lines or 25 business lines. Must port in current number to U.S. Cellular and purchase new Smartphone or tablet through a Retail Installment Contract on a Shared Connect Plan. Submit fi