Business Profile

Wireless

UScellular

Headquarters

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Complaints

This profile includes complaints for UScellular's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

845 total complaints in the last 3 years.
270 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/16/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Regarding account no *********, my name is **** ******. I have had us Cellular for awhile. My monthly bill is around ****************************** is insane. Recently, the Internet doesn't work half the time and videos buffer all the time. I simply want a less costly prepaid plan that offers texting and reliable internet.
Business Response
Date: 04/16/2025
April 16, 2025

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

Re: Complaint Number: 23211430
Customers Name: **** ******
********************** Account Number: *********

Thank you for contacting UScellular, we are in receipt of Mr. ******* complaint regarding the amount of his monthly bill and internet buffering. Mr. ****** is requesting a less costly plan and reliable *********** name is ***** and I welcome the opportunity to review Mr. ******* account.

In review of Mr. ******* current plan, there is an opportunity to receive a monthly discount for participating in Auto pay &paperless billing. Auto pay would need to be set up using a routing and account number, or a debit card.

Mr. ****** mentioned that his internet doesnt work half the time and that the videos buffer all the time. In review of his usage, he uses roughly 132GB per billing cycle. While our plans are unlimited, after 100GBs are reached during a billing cycle, the data is slowed to 3GB speeds which can cause buffering.

We certainly understand the importance of having both an affordable and a reliable service. I strongly urge Mr. ****** contact our *************************** to discuss a more cost-efficient plan, that offers priority data and to sign up for auto pay and paperless billing to receive a discount to lower the monthly bill.

I hope this information has been helpful. We look forward to hearing from Mr. *******
Thank you, have a pleasant day!
Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| ***** *. | Customer Service Support Team | ************
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
Customer Answer
Date: 04/17/2025

Complaint: 23211430

I am rejecting this response because:
I was never told by customer service previously that enrolling in paperless billing and auto pay reduces monthly charges. So, as a loyal customer I have been paying additional fees because no one told me this? Can you please give me a one time credit on my bill reflecting this for 2 months? I am pending disability and am off work, so I am pinching Penny's. Thank you!
Sincerely,

**** ******
Business Response
Date: 04/18/2025
April 18, 2025

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

Re: Complaint Number: 23211430
Customers Name: **** ******
********************** Account Number: *********

Thank you for contacting US cellular in reference to the above account. I am in receipt of rebuttal complaint in which Mr. ****** would like a onetime credit for being a loyal customer

We greatly appreciate the opportunity to review the account. Customer satisfaction has always been our companys primary goal. We strive every single day to provide all our customers with the ideal experience in all dealings with our company.

We would like to ensure Mr. ****** knows he was not billed any additional fees. Autopay and paperless billing selection is an option online to lower the cost of our plans and services. We can confirm he has recently enrolled so the savings will reflect soon in his billing.

To ensure Mr. ****** knows all discount options available we would like to mention we participate in Military Discount and a Partner Employee discount as well. Each discount has different qualifications but should Mr. ****** want to learn more we encourage him to call in a speak further with a representative or visit us online at ************************** for details. As a one-time courtesy we have applied 1 month auto pay courtesy credit of $10.00.

Should Mr. ****** have additional needs please contact our *************************** at *************. Thank you and have a pleasant day!

******** E | U.S. Cellular | **************** Support Team | **************
Customer Answer
Date: 04/21/2025

Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:04/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged ***** for over a year for accessories I did not purchase. It all started in 2023 when I went in to my local US Cellular store and the employee added accessories to be billed out to my bill. When I noticed the charges I went back in and was told the employee was terminated for just that reason, stealing from customers. I called and complained, chatted and complained, went into the store several times at which point I was told a manager would contact me every time I went in. I never ever was contacted regarding this. I paid ****** and was stolen from. I went to the store again today and was able to speak with a manager who informed me they would do nothing ! So, I just get stolen from and that's that? I would appreciate this to be taken care of please. My name is ******* and my phone number is ************. Thank you for your time. *******
Business Response
Date: 04/16/2025
04/16/2025
Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
************************************************************;
*******, IL 60611
Re:Complaint Number: 23207621
Customers Name: ******* ******
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular. We have received the above complaint stating that ********* purchased accessories outright but was billed via a Retail Installment over a 12-month period. Ms. ****** states this started in 2023 when she went into the local US Cellular store and the employee added accessories to be billed out to their bill. When Ms. ****** noticed the charges, she went back to the store and was told the employee was terminated for just that reason, stealing from customers.We cannot provide information regarding the employment of any associate.

Ms. ****** states they have called and complained, chatted and complained, went into the store several times at which point they were told a manager would contact them and never received any follow up. Ms. ****** states they paid $639.00 and feels they were taken advantage of.

We appreciate Ms. ****** taking the time to tell us about the issues they have experienced. We apologize for any frustration that we have caused, and we appreciate the opportunity to investigate this matter further.

Upon reviewing the account, I show that Ms. ****** did sign a Retail Installment contract on 9/27/2023 which included the financing of multiple accessories for $641.84. The accessories would be billed each month for $53.40 for 12 months. Ms. ******* account is not showing a payment made for $641.84 on 9/27/2023.

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

Sincerely,
****** *.
Customer Service Support Team
**************************
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to the US cellular store in ******** Mo to switch my phone plan to an international plan for my trip to ***** on March 24th 2025. I attempted to get a new plan two times prior to my trip. Both times, they told me to call 611 the day before my trip. I called the number on March 23rd and was told I couldn't switch to international because I had a prepaid plan. I went to the US cellular store in ************* before my flight on March 24th and got an international plan. After the plane was in the air I had no phone service until I got back to ******* on April 1st. I don't feel like I should pay for something that never worked and I would have never switched to a different phone plan from my previous prepaid account for something that didn't work. My previous prepaid account was paid until April 21st, 2025. I have made many calls since March 23rd to get this resolved. No one has been helpful in any way. I made an attempt to resolve it in person at the *********** store on April 14th. I was told that I needed to go to the corporate store on the other side of town because they were a third party store. I went to the other store as I was directed to do. I was told that they can't resolve billing disputes and that there isn't any guarantee international plans will work. Us cellular customer service has been terrible during this problem.
Business Response
Date: 04/17/2025
April 17, 2025

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

Re: Complaint Number: 23203797
Customers Name: **** ********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of **** Spaldings complaint which states our customer had to move from a prepaid plan to a postpaid plan to get an international plan added for travel. The plan did not work,and our customer has invested a lot of time and back and forth travel trying to get back on the previous plan and get their international charges reversed.

As a consumer myself, I can understand the importance of keeping a connection abroad. I apologize to our customer they were unable to connect and have had to go through additional steps to have this all reversed.

In review of the account, I do see notes that an engineer was able to review a ticket that was placed on our customers account about the international use. The engineer reviewed and stated due to an error the device would not work until the customer was returned to the *********************************************. This is very unfortunate, and we regret hearing this was the case.

I see the resolution of this matter is to refund the charges and move the customer back to their previous prepaid plan with the credit available until 4/21/25. We are happy to honor the resolution; however, we cannot change the account type through written ***************** save our customer the time of asking again for the refund, I have applied a full credit for the international charges and additionally noted the account that once moved back to the prepaid plan, we will apply a 1-month credit for service on that account as well.

We hope this resolution is suiting for our customer and we apologize again for the error. Please contact us at the number below to have the account moved back to prepaid. Should our customer have any further concerns, we ask that they dial 611 from their cell phone or contact us at **************. Please have a pleasant week!

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 04/18/2025

Better Business Bureau:

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

Sincerely,

**** ********
Initial Complaint
Date:04/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
04/13/2025 - US Cellular was supposed to automatically unlock my phone when it was paid off, this didn't happen, phone paid off weeks ago. I have switched to a new carrier but can't get my new carrier activated because my phone is still locked by US Cellular. I attempted to get them to unlock this phone, but they keep telling me it takes 24 to 48 hours to do this. Now, if they were supposed to do this automatically and didn't why am I being penalized now and having to wait because they won't click the unlock button. I cannot do my job without my cell service. This is ridiculous that I have to wait and cannot do my job because they won't click a button.
Business Response
Date: 04/16/2025
April 16th 2025

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

Re: Complaint Number: 23201457
Customers Name: ***** *******
************************** 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 states that her phone is not unlocked after paying off the device. Ms. ******* is requesting that we complete the unlock.

Thank you for bringing this matter to our attention. We appreciate the opportunity to address Ms. ******* concerns with the unlock status of her phone.

According to our records, the phone in question is already unlocked in our system and the Ms. ******* should be able to proceed with activating her device with her new carrier. Ms. ******* spoke with our *************************** on April 15th, and we advised her that the phone she will need to factory reset the device to clear any network restriction.

If the device is still not able to be activated, Ms. ******* may need to contact the new carrier to ensure they are entering in the correct IMEI number.

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

Sincerely,

*** W
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:04/08/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started using this companies internet service as there was minimal options for my location. I was told there was strictly no no contract and no cancellation fee. After 2 billing cycles with this service I found a much better alternative and tried to cancel their service. I was given an ultimatum of; pay the remaining $400+ for the hardware, or be forced to keep paying for the service. I offered to return the hardware as its essentially brand new, but was refused. Additionally I continue to be charge $100 more than my bill with NO explanation. The first time I was told it was for proration, but this month makes no sense whatsoever.
Business Response
Date: 04/09/2025
April 9, 2025

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

Re: Complaint Number: 23177233
Customers Name: ***** *******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We have received Mr. ******* complaint. Mr. ******* states he started using our internet service as there was minimal options for his location. He says he was told there was strictly no contract and no cancellation fee. After 2 billing cycles he wanted to cancel the service but was told he would need to pay the remaining $400 for the equipment. He offered to return the hardware, but that solution was refused. He also states that he continues to be charged $100 more than he expected with no explanation and that his bill does not make sense. He would like as a solution to be refunded for the equipment he purchased.

My name is *******, and I appreciate the opportunity to address his concerns. I know its important to watch every dollar these days and am sorry to hear that we have not met his expectations.

I have reviewed Mr. ******* account. He started service with us on 2/3/2025. Please find attached a copy of the contract that he electronically signed. At UScellular we do have a 15-day excellence guarantee, a period of time in which you can return the equipment for a refund, but Mr. ******* did not ask to return the equipment within that time frame. Regretfully we are unable to honor his request for a refund.

On his first bill he is charged $57.88 for the time frame 2/10 through 3/6, and then he is billed $59.99 for the time frame from 3/7 through 4/6 since we bill 30 days in advance. He is charged $6.99 for Device protection and $5.33 in fees and taxes. Because of pro-rated charges this bill is higher than his future bills will be.

His next statement, which is currently being processed,should show a monthly plan charge of $59.99, an installment payment of $12.50,Device Protection charge of $6.99, and fees and taxes. A good estimate of his bill would be about $85.00.

I hope my explanation of his bill has been helpful. Should Mr. ******* have additional questions, he may contact our *************************** at *************.

Sincerely,

******* *.
Customer Service Support Team
**********************
Customer Answer
Date: 04/21/2025

Complaint: 23177233

I am rejecting this response because: Hello, This is ***** *******, I'm reaching out in regards to my complaint on US cellular. This took too long for the timeframe I was given for me to respond, but I am absolutely not happy with how they responded. I have zero option to get out of a plan that did not perform as advertised. I was offered no feasible way out of a plan I did not sign a contract for. I fully expect them to either allow me to return the hardware that is BRANDED US cellular, or just waive the fee to pay it off. I will not be forced into paying for something worse than advertised with no way to back out of it. Their unfair "15 day return policy" on the hardware makes customers quit and return the hardware before one full billing cycle's worth of usage. They claim "no contract" to entice people to try their service, but give you half a billing cycle's worth of time to figure out that it's unfair. I will not stop pursuing this until they take the hardware back, or wave the fee. I have ZERO intentions of even using tha US CELLULAR BRANDED hardware if it was even paid off. I ask that the BBB provide myself and others with support against an unfair predatory business that likes to set customers in traps they can't pay off. Additionally, US cellular states on the phone that they do in fact record calls, I'd welcome you to seek the conversation I had with that representative to better support my side.Thank you.

Sincerely,

***** *******
Business Response
Date: 04/21/2025
April 21st, 2025

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

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

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

We are in receipt of Mr. ******** complaint rebuttal. We are happy to review and assist.

Mr. ******* requests that we allow him to return his equipment or waive the fee to have the equipment taken care of. As stated in our previous reply:

I have reviewed Mr. ******* account. He started service with us on 2/3/2025. Please find attached a copy of the contract that he electronically signed. At UScellular we do have a 15-day excellence guarantee, a period of time in which you can return the equipment for a refund, but Mr. ******* did not ask to return the equipment within that time frame. Regretfully we are unable to honor his request for a refund.

On his first bill he is charged $57.88 for the time frame 2/10 through 3/6, and then he is billed $59.99 for the time frame from 3/7 through 4/6 since we bill 30 days in advance. He is charged $6.99 for Device protection and $5.33 in fees and taxes.Because of pro-rated charges this bill is higher than his future bills will be.

His next statement, which is currently being processed, should show a monthly plan charge of $59.99, an installment payment of $12.50, Device Protection charge of $6.99, and fees and taxes. A good estimate of his bill would be about $85.00.

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

Sincerely,

Customer Service Support Team
U.S. **********************

Customer Answer
Date: 04/23/2025

Complaint: 23177233

I am rejecting this response because:

Sincerely,

***** *******
Initial Complaint
Date:04/07/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Monthly bill has doubled or more over the past several months
Business Response
Date: 04/08/2025
April 8, 2025
Better Business Bureau of *******
Attention: BBB Customer Relations Representative
*************************************************
*******, *******; 60601
Re: Complaint Number: 23170954
Customer's Name: ****** *******
U.S. Cellular Account Number: N/A
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Mr. ******** correspondence in which ********** has mentioned his monthly bills have doubled or more, over the past several months. As a consumer myself, I understand the importance of ensuring *********** charges are billed correctly, and Id like to apologize for any discrepancies. My name is ******, and I welcome the opportunity to address this matter for Mr. ******* today.
After careful review of Mr. ******** monthly charges, Ive determined his charges should be $112.74 plus tax and surcharges. Ive included a breakdown of Mr. ******** monthly charges below.
Unlimited Data-Everyday 2.0 Plan $70
Retail Installment Charge $27.75
Device Protection Ultimate $14.99

Mr. ******** charges have been higher monthly because he is receiving Third Party charges totaling to $26.73. Were not permitted to discuss these charges through written correspondence; however, these charges can be found on page 3 of Mr. ******** bills.
In addition, Mr. ******** account has been suspended for non-payment almost every month. Each time Mr. ******** account is suspended, it creates prorated charges, and once his account has been restored, our system automatically bills a $25 restore from suspension fee.
U.S. Cellular would like to help ********** prevent this from happening in the future, and we respectfully ask for *********** to contact us to set up payment arrangements, should he need additional time to pay his bill, as this is the only way to guarantee his service remains connected. Placing this call will allow us an opportunity to review Mr. ******** account for options such as changing his billing cycle to get a new due date. I was also able confirm Mr. ******* recently set up payment arrangements for 4/21/25 for his current bill balance 243.48.
Id like to thank Mr. ******* for being our customer, allowing me an opportunity to review this matter for him today. Should Mr. ******** have any additional questions or concerns, please have him contact our *************************** by calling 611 from his U.S. Cellular wireless phone or toll free at **************.
****** *. | U.S. Cellular | **************** Support Team | **************
Initial Complaint
Date:04/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reached out to US Cellular on 3/31/25 to get a transfer pin and my account number to transfer service to a different carrier. I was given the requested information and told a bill would be mailed out. The agent asked why I was interested in switching carriers. I told her that I was looking for a lower payment, and she offered a payment of $29.99 per month. There was no mention of a cancellation fee.A new cycle started on March 28th and the $29.99 would not go into effect until the following month which would leave me paying the old bill amount that I could not afford. For this reason, I declined the $29.99 offer. After getting the transfer pin and account number, I contacted another carrier that had a lower monthly rate. I gave them the necessary information to transfer my service. After receiving a **** card through the mail, I was on the line with the new carrier as they walked me through activation. The agent called US Cellular while I was on the phone with them as there was an issue with activation. It was then mentioned that a cancellation fee had to be paid. There was no way that I would have gone through cancelling the service had I known there would be a $200+ cancellation fee. I paid the other carrier and had to get a refund after I could not have my service transferred. I called twice today 4/5/25 to reinstate service and was on the phone for 52 minutes and 1.5 hours to no avail. I was transferred several times and received conflicting information.
Business Response
Date: 04/07/2025

April 07, 2025

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

Re: Complaint Number: 23166567
Customers Name: **** ****
********************** Account Number: Not Provided

Thank you for contacting UScellular in reference to Mr. **** complaint. Mr. **** is stating that when he ported out service, he was not aware that the cancellation fee would be $283.36. Mr. **** is asking that we restore service at the $29.99 rate and the cancellation fee be removed.

I can certainly understand his frustration over this process. I know how important it to make sure his service is affordable.

I reviewed the account, and Mr. ***** called Customer Support on March 31st, requesting a transfer Pin to port his service to another provider. We did ***ise Mr. **** that he had a pending bill and Early Termination Fee. We did say that we would reverse the Early Termination Fee if he ported service back to UScellular.

On April 4th Mr.**** called in for the Pin to transfer his service out of *********************** and we did review the Early Termination Fee with Mr. **** at that time and said the Early Termination Fee is $283.36, we gave Mr. **** the Pin to port out. *************** was ported out on April 4th.

Mr. **** called back between April 4th-5th asking to port the service back and we *** he would need the Pin from his new provider. We did go over with Mr. **** that he would have to go to a ******* Store where he initially started service to resume service. Due to the plan Mr. **** had we are not able to resume the service over the phone.

We respectfully ask that the Better Business Bureau consider this matter resolved. UScellular has provide the information needed for Mr. **** to resume the service. Mr. **** was aware of the Early Termination Fee before he ported service out. Once Mr. **** resume service at ******** we will then review the account and help him get the $29.99 plan. The $29.99 plan is only available if Mr. **** set up auto pay and paperless billing, if not it will be $39.99 a month.

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

Sincerely,
April S.
Customer Service Support Team
**********************
Initial Complaint
Date:04/04/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Trying to payoff router have had nothing but problems with your internet which I haven't had for over a year I can't close the account until router is paid off but I keep getting billed for the internet so I never have a zero balance therefore the money I send doesn't go toward the router I want the balance on the internet transferred to the router balance anyone who asks me about us cellular are the internet I will say don't bother go with another company
Business Response
Date: 04/06/2025
April 6, 2025

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

Re: Complaint Number: 23163008
Customers Name: ****** ********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. Ms. ******** advises that she purchased a router, and service, from UScellular and that the router did not work for her. *********** ********************** that we have continued to bill her for the internet service even though she couldnt use it. Ms. ******** mentions that she can not cancel the line as the cost of the router would be billed in full. Ms. ******** would like a refund of $53.37. My name is ***** *** and its my pleasure to assist *********** today.

Upon review of Ms. ********* account, I dont see that a Home Internet line was ever active. If the Home Internet was on its own account we would need Ms. ******** to provide a phone number, or account number, so that we may access the correct account.

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

Sincerely,

***** *** *.
Customer Service Support Team
**********************
Customer Answer
Date: 04/07/2025

Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:04/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When trying to upgrade my phone, the US Cell website shows a monthly payment of *****, however when speaking with 2 reps they indicate the amount will be around 122. They are indicating that my phone is not eligible for trade in therefore I have to make payments on the phone. I don't understand since the website has all my phone information, the make, model and plan that I am using why it is showing a different amount then going into a store. They are telling me my phone is not eligible for trade in due to the value. This is completely unethical that the website would show one thing but that is not what I would be charged. When asked why the difference they indicated in the end I would be charged the amount on they are telling me not the website. This is WRONG, I have documents showing what the amount would be and how can you end up charging more once I have signed the contract. I have been a loyal customer for many, many years and this is not how you treat customers and is unethical showing one amount on the website but something else when you go into a store. The website has all the information and should be showing the correct amount and not a scam to get you to sign the contract and then increase your bill. This really puts my loyalty to US cell to the test.,
Business Response
Date: 04/06/2025
April 6, 2025

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

Re: Complaint Number: 23161892
Customers Name: ***** *****
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are aware of Mr. ****** complaint stating that UScellular is being deceptive on our website as he has selected a certain promotion to update his phone but is being told that he doesnt qualify for that promotion.

In reviewing the information,the website is correct in that the customer would not qualify for the promotion he has selected based on the fact that it requires a trade in of a device valued at $50 or more through our trade-in portal. In checking Mr. ****** device, it is only valued at $40, which would not qualify for this particular promotion.

I would strongly encourage Mr. ***** to either go into a UScellular store and speak with a representative as I am sure we have a current promotion in place that would allow him to complete the upgrade and get the promotion he is looking for, even with the possibility of NOT having to provide a trade-in to get the promotion. If he is unable to go into a store, I would have him speak with our ******************** as they can go over and find a promotion as well without having to go into the store.

And, if he is unable to find a solution through a store or Telesales, then I would recommend speaking with our ******************** as we certainly value Mr. ***** being a UScellular customer for over 24 years, as Retention also has offers that they can extend to long-time customers that arent available on-line or through the other channels.

Finally, the website is correct that he is eligible to upgrade his device just not on the promotion that he currently has selected.

I feel that if Mr. ***** selects one of the options listed above, he will be able to upgrade his device with a similar promotion and quite possibly one that does not require a device trade-in.Should Mr. ***** have any additional questions, he should visit a local store or contact our ******************** at **************

Sincerely,

****** *.
Customer Service Support Team
**********************
Customer Answer
Date: 04/09/2025

Better Business Bureau:

Assuming the information that teleservices provided when i spoke to them yesterday and if they hold true to this information. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
June of 2023, I bought a home in remote area and in need of internet service. I ordered a router through online sales with rush shipping to accommodate my arrival on that day. Package never came, so I went to a local store and purchased another router. Set everything up and realized the service is very poor for my remote area. Days later received my package that was suppose to overnighted. I cancelled that account and returned the equipment within the return policy time period. I then cancelled my account with the second account and returned the equipment within the return period. I received a bill for $528, I called and asked about the charges, they confirmed both accounts were closed and that the equipment returned was completed correctly and satisfactory. Informed the charges are to be reversed. Months later I received another bill for the same amount and thought it must be an error. Months later during a mortgage preapproval I discovered that $528 was reported on my credit which significantly dropped my score and prevented me from acquiring a mortgage. I called US cellular and the collection agency but felt like I was tossed back and forth between the two companies both saying it not us its them. I hired a lawyer, he sent a letter demanding the removal off my credit. While it was temporarily removed, US Cellular continues to sell the debt to different collection agencies, causing it to reappear on my credit report under different names. This situation has unfairly damaged my financial standing, preventing me from accessing my home equity or new mortgage. US Cellulars negligence in processing my return and failure to properly communicate with their collection agencies has resulted in unjust harm. I am requesting Immediate and permanent removal of this collection from my credit report across all agencies. ***** all further sale or reporting of this disputed debt to any collection agencies. Written confirmation from US Cellular that I owe nothing.
Business Response
Date: 04/04/2025
April 4, 2025

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

Re: Complaint Number: 23149634
Customers Name: ******** ******
************************** Account Number: n/a

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

We are in receipt of Ms. ******* complaint in which she states that she is being billed for a device that she returned to our retail location, because she was not receiving service in her new home. Ms. ****** is also concerned that her credit rating dropped with the credit reporting agencies because of her unpaid bill with UScellular.

We do apologize for any frustration or inconvenience that this may have caused her.

Upon reviewing the account, ********* was advised that she would need to visit the store location to return and receive a refund for the router purchased in store. The router was mailed back to our warehouse instead. The warehouse does not have the capability to process refunds for devices that are purchased in store. We have pulled the account back from the collection agency and will apply a credit in the amount of $528.60 to the account. Please be advised that this credit can take up to 5 business days to be applied and notification will be sent to remove the debt from all Collection reporting agencies.

Sincerely,

****** *.
UScellular Customer Support Team
Customer Answer
Date: 04/04/2025

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,

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

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