Business Profile

Wireless

Array Digital Infrastructure

Headquarters

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Complaints

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

Customer Complaints Summary

820 total complaints in the last 3 years.
273 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:04/18/2026
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.
I was a customer of REMOVEDin a prepaid plan. At the end of February (about Feb 26) I switched carriers. I had paid in advance $224.57. I was told that I'd receive a refund the next billing cycle from US cellular. When I didn't, I called to ask about the refund on April 16, 2026. After two hours on the phone I was told that because it was a prepaid plan the money paid in advance was forfeit and that I would not be receiving any refund. I escalated to talk to a supervisor and was told the same thing. It was policy that wasn't shared with me when I switched carriers. The supervisor said I can't reinstate my account to use up the money. I can't transfer the money to a different user. It was forfeit.What I suspect is that a customer service representative thought I was a postpaid customer instead of prepaid. So she told me the wrong information back in REMOVEDa resolution to this issue I would like a refund of $224.57.Thank you.
Business Response
Date: 04/24/2026
April 24, 2026

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

Re: Complaint Number: 24762004
Customers Name: REMOVED

Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or frustration this situation may have caused. We value our customers and appreciate the opportunity to address this concern.

After a thorough review of the account, we can confirm that the REMOVEDwill receive a refund from their postpaid account. Please allow 35 business days for the refund to be reviewed and approved. Once approved, the refund will be issued in the form of a prepaid Mastercard, which may take up to 10 business days to arrive.

The prepaid REMOVEDis issued and delivered by REMOVED. Should REMOVEDhave any questions regarding delivery, activation, or use of the card, they may contact North Lane Card Services directly at REMOVEDfor assistance.

We regret any inconvenience this matter may have caused and appreciate the Lindars patience while the refund is being processed. We remain committed to resolving concerns promptly and ensuring a positive customer experience.

Sincerely,
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| REMOVED. | Customer Service Support Team | REMOVED
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Customer Answer
Date: 04/24/2026

Better Business Bureau:

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

Sincerely,

REMOVED
Initial Complaint
Date:04/13/2026
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.
I cancelled my service with US Cellular on Dec 23, 2025. They bill in advance. The invoice period was for 12/14/25 to 1/13/26. I asked for a reduced bill since I didnt use the service for the invoice period. REMOVEDstated they don't pro-rate ended contracts or refund billing charges and that it was in their contract. It is a crappy business practice. They charge for partial months up front. I want my final bill adjusted to $20. My monthly bill was REMOVED/month, which is roughly $2/day. I used 10 days. They keep sending bills & adding $10 late fees. It is currently up to $85.64.
Business Response
Date: 04/13/2026
April 13, 2026

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

Re: Complaint Number: 24737221
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of the customers complaint in which she stated that the service was cancelled in December 2025. She stated that she was billed for the full month even though she only had service for 10 days. When she called customer service, she was advised that when service is cancelled, the unused portion of the service is not adjusted. She stated that the bill is now $85.64 due to late fees being added to the account and she wants the final bill adjusted to $20.

After reviewing the account,I do see that the customers billing cycle started on 12-14-25 and ended 1-13-26.The phone number was transferred to another provider and was automatically cancelled on December 23rd. The bill was posted to the account on REMOVEDin the amount of $58.64 and was due on 1-6. The customer contacted REMOVEDon 1-29 regarding the bill and was advised that when service is cancelled the bills are not prorated. Late fees totaling $27 have been applied to the account, $7 on 1-17, $10 on 2-17 and $10 on 3-17. In February, the late fee increased from $7 to $10.

The information about the billing after cancellation is part of the Terms and Conditions of Service that the customer signed in December 2022. The information is under the Term portion of the agreement and reads as follows: Termination of Service by you or UScellular may occur at any point during the month but you'll remain responsible for all fees and charges through the end of your billing cycle for that month.

The late fees are also valid as the original bill is currently unpaid. Another $10 late fee will be added to the account in the next few days. If the customer makes the payment for the original bill amount of $58.64 by the end of April, we will waive the late fees on the account. To make a payment the customer can call customer service or visit a local REMOVEDstore.

Should Ms. REMOVEDhave additional questions, she may contact our REMOVEDDepartment at REMOVED.

Sincerely,

REMOVED.
REMOVEDSupport Team
U.S. REMOVED
Customer Answer
Date: 04/19/2026

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is semi-satisfactory to me. I still disagree with the company policy of not prorating bills after sevice is cancelled. It is a terrible policy and I will not be returning to US Cellular & will be sure to tell everyone I know not to do business with US Cellular.

Sincerely,

REMOVED
Initial Complaint
Date:04/13/2026
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.
4/12/2026 Was contacted by US Cellular that I would need to switch from US Cellular to REMOVEDif I wanted to remain active; since US Cellular are now part of T-Mobile and their prepaid service is ending. I called US Cellular and they sent me a transfer pin # to give to REMOVEDto transfer my phone number and info to REMOVED. I was currently on the prepaid plan with US Cellular I had a balance of REMOVED(I paid extra payments my bill was $48.00 per month) at US Cellular and had to pay to be switched to REMOVED$64.60 to switch over. I contacted US Cellular at the 611 phone number regarding refunding the balance of $REMOVEDand was told that they would not be sending me the refund. They indicated that they could not refund me the balance that I had of $REMOVED. I asked to speak with a supervisor and was connected to REMOVED(would not give me her last name) and she indicated that they would not be sending me the balance. She indicated that I was not the only one that was having this issue and that she understood that I was upset about not being able to get a refund. I asked if there was someone else I could speak to and she said that there was no one else. First, I was told by US Cellular that I needed to switch to T-Mobile if I wished to keep receiving services since they were now a part of T-Mobile. Second, I spoke with someone at US Cellular to get the necessary transfer pin information and at no point did they mention that they would not be able to refund my money once I switched. They looked at my account and saw that I had paid up in advance. They never mentioned that I would have to pay to be switched over to T-Mobile. They should have used the money that I had in my account to switch everything over and/or at least refund the remaining balance to me. I indicated to the supervisor REMOVEDthat I would be contacting the BBB about this and I asked for her first and last name and she would not give me her last name.
Business Response
Date: 04/14/2026
April 14th, 2026

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

Re: Complaint Number: REMOVED
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

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

We are in receipt of REMOVEDCarrolls complaint in which they state they called REMOVEDon April 12th, 2026, and was told they would need to switch to T-Mobile to ensure service. REMOVEDstates that they have had a prepaid account and had a credit balance of $135.00. REMOVEDstates that they made payments towards the account in advance. REMOVEDstates that they requested this to be refunded and was told this could not be done. REMOVEDstates they spoke with a supervisor as well and states the supervisor would not provide their last name. REMOVEDis requesting the credit of $135.00 to be refunded back to them.

We can understand the importance in keeping track of the account and the balance included. We apologize for any frustration that this may have caused REMOVED.

Unfortunately, refunds cannot be processed with prepaid accounts, as they are set up to use or lose the balance for payment. This has always been the policy for prepaid accounts and REMOVEDwas correct in providing this information to REMOVED. We show that REMOVEDCarrolls account was closed on April 11th, 2026, from porting out the line with service and the balance is already showing zero at this time. We can understand REMOVEDCarrolls frustration with not getting the full name of the supervisor they spoke with, however, all of the employees are not able to provide last name or ID due to security reasons through the company.

Should REMOVEDhave additional questions, they may contact our REMOVEDDepartment at REMOVED.

Sincerely,

REMOVEDSupport Team
U.S. REMOVED

Customer Answer
Date: 04/16/2026

Complaint: 24743316

I am rejecting this response because:
At no point was I informed that the balance would not be refunded. If I knew that they were not going to refund my money then I would have waited to transfer (but they sent a message to me indicating that if I wanted to stay active that I would need to go ahead and transfer to REMOVED I am requesting that they refund my money in the amount of REMOVED. I am sure if I owed REMOVEDthey would want me to pay and wouldnt write that off.
Sincerely,

REMOVED
Business Response
Date: 04/16/2026
April 16, 2026
Better Business Bureau of REMOVED
Attention: BBB Customer Relations Representative
REMOVED
REMOVED, REMOVED; 60601
Re:Complaint Number: 24743316
Customer's Name: REMOVED
U.S. REMOVEDAccount Number: REMOVED
Hi, REMOVEDfor responding back to us.
We are sorry to hear you werent advised that your remaining prepaid funds would be forfeited once your account has been cancelled.
Unfortunately, refunds cannot be processed with prepaid accounts,because once your account has been fully cancelled in our system, any remaining funds are reduced to zero. This has always been our policy for prepaid account types.
Should Ms. REMOVEDhave any additional questions, please have her contact our REMOVEDat REMOVED.

Customer Service Support Team
REMOVED
Initial Complaint
Date:04/13/2026
Type:Billing 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 had an account with REMOVEDnow REMOVEDI closed services with them in 2023 and moved to spectrum. I have had spectrum services since 2023. They are claiming I have a tablet with them that I do not use and are charging me for that tablet. 3 years with no bill and now they want money for something I do not use. IN Fact over a year ago I received a statement that I had money in the acct since I overpaid and called us cellular asking to return the money, I never received the money was never informed I was being charged for a tablet. the amount of overpayment at that time was REMOVEDdollars. I believe the bill is currently REMOVEDdollars. I went to the store in REMOVEDUS cellular. I called us cellular and this was restated. I would like the 94 dollars wiped off and my 135 dollars overpay returned.
Business Response
Date: 04/15/2026
April 15, 2026

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
REMOVED;
REMOVED;

Re: Complaint Number: 24743677
Customer Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting UScellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards.
The correspondence indicates that Mr. REMOVEDhad an account with REMOVEDnow REMOVEDand he closed services with us in 2023 and moved to Spectrum. Mr.REMOVEDthat he has had spectrum services since 2023. He then goes onto state that they are claiming he has a tablet with them that he does not use and are that he is being charged for that tablet.
Mr. REMOVEDthat three years with no bill and now they want money for something he does not use.He then REMOVEDthat in fact over a year ago he received a statement that he had money in the account since he overpaid and called US cellular asking to return the money. Mr. REMOVEDthat he never received the money and was never informed he was being charged for a tablet. He then REMOVEDthe amount of overpayment at that time was $135.00. Mr. REMOVEDbelieves the bill is currently $94.00. Mr. REMOVEDwent to the store in 2023 and informed them he was no longer using their services and was told that when spectrum picks up the lines the accounts close with REMOVED. He then goes on to call UScellular and this was restated. Mr. REMOVEDhe would like the $94.00 charge to be removed from his account and his desired settlement is to be refunded for $135.00
Appreciation is extended for the opportunity to address this matter. UScellular acknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with UScellular s obligations to consumer protection and industry compliance.
After reviewing the account, I do show that our REMOVEDspoke with Mr. REMOVEDabout this issue on April 14,2026. We advised the records indicate that he was aware of the three lines he had in total on the account. We then applied for $25.00 courtesy credit,which Mr. REMOVEDaccepted. We also advised that only two of the three lines were ported out, and the prior credit on the account covered the service charges until recently. We then advised that Mr. REMOVEDis responsible for the charges due to them being valid.
Should Mr. REMOVEDhave any further questions, he may contact UScellular REMOVEDat REMOVED.Representatives are available daily.
This response is submitted in accordance with BBB guidelines and reflects UScellular s continued commitment to regulatory compliance, customer privacy, and service integrity.

Sincerely,
REMOVED.
CSST UScellular
Initial Complaint
Date:04/10/2026
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 originally bought a newer cell phone from US Cellular. The person who waited on me was very rude and not helpful. This is not the first time I've had problems with US Cellular. It was after this that I decided to change carriers. My new carrier informed me that the new phone was locked. I tried to return the new phone and was informed it was T-Mobile that locked out my phone. They convinced me to keep the phone because it was only locked a short time. Talking to T-Mobile got me nowhere. So I originally filed a complaint about them. Got nowhere. Then found out through my new carrier that it was US Cellular that has me locked out for four months. I called them three different times and was told it would be unlocked the same day. It never was. All I want is my phone unlocked or my money back that I spent. Be lied to is what these two companies do a lot. That is why I chose someone else. No more lies. The owner of this business doesn't care about customers at all. Will wait for response before I tell others of my experience. I don't like being lied to. I wish others to be honest as God teaches. But some don't know who He is.
Business Response
Date: 04/10/2026
April 10, 2026

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

Re: Complaint Number: 24735710
Customers Name: REMOVED
REMOVEDAccount Number: Not provided

Thank you for contacting UScellular in reference to the above account number. We are in receipt of the customers correspondence in which they stated that they purchased a newer cell phone from UScellular. The customer stated that the person who waited on him was rude and not helpful. Mr. REMOVEDthen decided to change carriers but the new carrier advised the phone was locked. Mr. REMOVEDstates that he tried to return the phone and was talked into keeping it and was told his phone would be unlocked but it never was.

We have reviewed Mr. REMOVEDconcerns. Because we value the security of our customers information,we require the mobile device number as listed on the account for verification purposes. This was not provided in the submission.

Please advise the customer to resubmit this complaint with the information requested above and we will be happy to address their concern at that time. We apologize for any inconvenience we may have caused and look forward to receiving the verification needed so that we may proceed in researching this matter.

The customer may also contact REMOVEDdirectly by dialing REMOVED.

Sincerely,
REMOVED.
REMOVEDSupport Team
REMOVED
Customer Answer
Date: 04/13/2026

Complaint: 24735710

I am rejecting this response because:
They are not being specific about what they want. The phone's number or the imei number. I have provided customer service both numerous times in the several times I've talked to them. Yet I still get the runaround. This company deliberately is making things difficult to benefit them. But I don't give up. Calling customer service doesn't yield any results. You need to be more specific. I will file complaint again if you really want because you really don't think I will. I will do it a hundred times if that's what you want. Remember I don't give up including contacting my US Senator for help.
Sincerely,

REMOVED
Business Response
Date: 04/14/2026
April 14, 2026

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

Re: Complaint Number: 24735710
Customer Name: REMOVED
Dear BBB Customer Relations Advocate,
Thank you for forwarding Mr. REMOVEDrebuttal. We would like to clarify the requested information clearly and specifically.
To proceed with reviewing and resolving this matter, UScellular requires the REMOVEDnumber of the device.
Alternatively, the mobile phone number associated with the device may also be provided.
At least one of these two identifiers is required. Without either the REMOVEDnumber or the mobile number, UScellular is unable to locate the account, verify the device, or determine unlock eligibility.
UScellular does not dispute that the customer has contacted REMOVEDpreviously. However, for privacy and security reasons, we cannot access or confirm account details without receiving one of the identifiers listed above through the BBB or directly from the customer.
Once the REMOVEDnumber or mobile phone number is provided, UScellular will promptly review the device status and take appropriate action, including unlocking the device if it meets eligibility requirements or explaining any applicable restrictions.
Mr. REMOVEDmay submit this information through the BBB portal or by contacting UScellular REMOVEDat REMOVED.
We appreciate the opportunity to clarify this request and remain willing to resolve the matter upon receipt of the required information.

Sincerely,

REMOVEDC
REMOVEDSupport Team
REMOVED

Customer Answer
Date: 04/16/2026

Complaint: 24735710

I am rejecting this response because:I have provided this information to customer service of REMOVEDseveral times and they should have it. But when someone wishes to make things difficult this is what they do. I will call customer service and provide them this information but I doubt it will do anything. Let them inform customer service I will provide such information and for them to forward this information to the proper channels.

Sincerely,

REMOVED
Initial Complaint
Date:04/09/2026
Type:Billing 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.
Cannot not get this bill resolved by calling customer service. Dealing with them on the phone and via chat is a joke. I cancelled my service with US Cell 3/1/26 was told my account was closed. I received a huge bill on 4/1/26 and called immediately. The lady said the could not close the two lines because there was a balance owing. On 3/1/26 at us cell i was told it was all cancelled and to not worry. I got my paycheck today and called back like was told on Friday and tried to pay the bill, They want me to pay REMOVEDplus reconnection fees on the lines that were supposed to be cancelled on 3/1/26 They refuse to take my payment. So I went on line paid the two line off Both REMOVED. I have spent enough already and they need to credit my account correctly.
Business Response
Date: 04/10/2026
April 10, 2026

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

Re: Complaint Number:24724243
Customers Name: REMOVED

Thank you for the opportunity to respond to this complaint. We sincerely apologize for the frustration and inconvenience this situation has caused the Ms. REMOVED

After reviewing the account history, we understand the customer contacted U.S. REMOVEDon 3/1/26 requesting a transfer pin and three phone lines were cancelled that day by port out.

Ms. REMOVEDlater received a statement dated 4/1/26 for a balance due of $586.70, this balance includes a of $441.60 that was due on 03/08/2026, that was left unpaid, along with current charges for the internet plan and remaining two lines that Ms. REMOVEDwas advised could not be closed due to an outstanding balance on the devices.

Based on our review of the account, reconnection fees have not been billed, and two phone lines remain active as of today 04/10/2026. I was able to verify a payment was made 04/07/2026,however that payment was made toward the services billed, not the device installment payments. We ask that Ms. REMOVEDreach out to our REMOVEDto bill the remaining device installment balances directly to the account and proceed with cancellation of the affected lines.

We appreciate the Ms. REMOVEDs patience and regret the inconvenience this situation caused.
Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| REMOVED. | Customer Service Support Team | REMOVED
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Customer Answer
Date: 04/10/2026

Complaint: 24724243

I am rejecting this response because: I paid the 2 phones off on line because you staff would not take the payment for the 2 Phones because the lines were suspended. If you applied in correctly that not my issue, I paid them both under the phone numbers. Clearly you were able to take payment and lied to be. Now that amounts been applied to the balance. Its very clear where those payment were suppose to be applied the match the balance of the 2 phones $133.14.
Give me a break I supplied documentation that all the services were stopped on 3/1/26, the staff did not follow through which is not my issue either. I was to I need not do anything else.
Sincerely,

REMOVED
Business Response
Date: 04/15/2026
April 15, 2026

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

Re: Complaint Number: 24724243
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of the customers rebuttal wherein they state that two payments made online were intended to pay off the remaining device installment balance but instead were applied against the general account balance.

We understand the frustration when a payment made did not go where it was intended, but the customer was advised when they spoke with our retention department that they could not be applied towards the remining device installment balance due to the fact that the account was suspended for non-payment.

I will submit a billing case to see if we can get the two payments that were applied to the general account balance credited again the device installment balance and then cancel those two lines. This case can take up to 5 business days for resolution.

Should the customer have additional questions, they may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED
Customer Answer
Date: 04/17/2026

Complaint: 24724243

I am rejecting this response because: This does not resolve any of this. The issue is that I closed my account 3/1/26 at the REMOVEDstore in REMOVEDand was told my account was closed. I did not need to do anything else. The issue is that that was not done. I m tired of going around and around. I do not owe them and I want my account credit correctly. Its not my fault there staff did not do there job.

Sincerely,

REMOVED
Business Response
Date: 04/21/2026
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of the customers rebuttal wherein they state that two payments made online were intended to pay off the remaining device installment balance but instead were applied against the general account balance.
We understand the frustration when a payment made did not go where it was intended, but the customer was advised when they spoke with our retention department that they could not be applied towards the remining device installment balance since the account was suspended for non-payment.
After reviewing the account history, we understand the customer contacted U.S. REMOVEDon 3/1/26 requesting a transfer pin and three phone lines were cancelled that day by port out. 2 lines remained active as there was no request to cancel those remaining lines.
Ms. REMOVEDlater received a statement dated 4/1/26 for a balance due of $586.70, this balance includes a of $441.60 that was due on 03/08/2026, that was left unpaid., along with current charges for the internet plan and remaining two lines that Ms. REMOVEDwas advised that the lines could not be closed due to an outstanding balance on the remaining devices.
Based on our review of the account, reconnection fees have not been billed, and two phone lines were suspended as of 3-19-2026 and billing has stopped. I was able to verify a payment was made 04/07/2026, however that payment was made toward the services billed, not the device installment payments and unfortunately those payment made cannot be changed to cover the retail installment balances. The account has been cancelled as of today and the remaining retail installments charges will appear on the final bill statement. The past due balance is correct and for past services.
Again, we sincerely apologize and regret the inconvenience this situation caused. If there is anything we can do for you in the future, please do not hesitate to contact us at REMOVED. We are always here to help in any way possible.
I hope you have a wonderful evening.
Sincerely,
REMOVED
Customer Service Support Team
Customer Answer
Date: 04/23/2026

Complaint: 24724243

I am rejecting this response because: This resolves nothing, and they are admitting to everything as well as how incorrectly this was handled.

Sincerely,

REMOVED
Initial Complaint
Date:04/08/2026
Type:Billing 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 am filing a complaint regarding unauthorized changes made to my UScellular account at the REMOVEDretail store in REMOVED, REMOVEDA UScellular representative changed a phone number on my account in order to apply a promotion without my consent. The representative also made this change without properly contacting or obtaining authorization from my brother, who was associated with the line. He did not request the change, and I did not authorize it.This means an account-level change was completed without proper authorization from either the account holder or the line user.I contacted REMOVEDto report this as a security concern and unauthorized account change. I was told the issue would be escalated and that I would receive a callback within 48 hours. I did not receive the promised callback.When I followed up again, representatives appeared unaware of the escalation and could not provide a clear update or case status.Additionally, one of the representatives later contacted me from what appeared to be a personal phone number rather than an official company contact method, which raised further concerns about how my account was handled.
Business Response
Date: 04/13/2026
April 13, 2026

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

Re: Complaint Number: 24728379
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting UScellular regarding the above-referenced complaint. We are in receipt of Mr. REMOVEDcorrespondence in which he alleges that one of his phone numbers was changed to qualify for a promotional offer without his consent or without authorization obtained from his brother.

Mr. Wilbanksrequested resolution includes the following:
A formal corporate investigation into how an unauthorized account change was permitted
Confirmation that his account is secure and restricted to authorized users only
Documentation of corrective action taken to prevent a similar occurrence in the future

We sincerely apologize for any frustration Mr. REMOVEDmay have experienced. Customer satisfaction is our highest priority, and it is never our intention to create difficulties for our customers.

Upon review of Mr. REMOVEDaccount, records indicate that on March 25, a store associate contacted the account holder, Mr. REMOVEDand explained that a phone number change was required in order to qualify for a free phone promotion. According to account notes, the customer agreed to the number change and a new number was assigned.

On March 26,Mr. REMOVEDcontacted Customer Support and stated that he did not provide permission for the number change.

I subsequently spoke with the store associate involved. The associate confirmed that all required verification procedures were followed prior to making the account change. REMOVEDpolicy requires verification of account credentialsincluding the account PINbefore any changes may be made. When an individual successfully verifies the account PIN, changes may be completed in accordance with the customers stated authorization.

REMOVEDcontinuously strives to maintain the highest standards of account security.Verification is required before any account changes are made, whether in store,over the phone, or online. If anyone other than Mr. REMOVEDhas access to his account PIN, we strongly recommend that he contact Customer Support to reset his PIN and update his security question. At that time, he may also review and update the list of authorized users on his account.

Please note that any corrective or disciplinary action involving an associate, if warranted, is handled internally and remains a confidential matter between the associate and UScellular.
We appreciate the opportunity to review this concern and remain committed to ensuring the security and integrity of our customers accounts.

Should REMOVEDcontact Customer Support at REMOVEDor 611 from any UScellular

Sincerely,
April S.
Customer Service Support Team
REMOVED
Customer Answer
Date: 04/14/2026

Complaint: 24728379

I am rejecting this response because:
I never gave my pin to the agent to change my number, nor did he verify who I was when they called to change the number for the promotion.
Sincerely,

REMOVED
Business Response
Date: 04/16/2026
Date April 16, 2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED

Re:Complaint Number: 24728379
Customer Name: REMOVED
REMOVEDAccount Number REMOVED

Thank you for contacting US Cellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards.

The correspondence indicates that the concern related to a phone call received from one of our Retail Locations and not asking for a PIN Number to complete changes on the account. Appreciation is extended for the opportunity to address this matter.

US Cellularacknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with US Cellular s obligations to consumer protection and industry compliance.

Based on the information available we spoke with the Store Representative that spoke with Mr. REMOVEDthat they have indeed confirmed that the PIN Number was verified, and that Mr. REMOVEDdid agree to the changes to their account.

For any additional questions or further assistance, contact the US Cellular REMOVEDat REMOVED. Representatives are available daily.

This response is submitted in accordance with BBB guidelines and reflects US Cellulars continued commitment to regulatory compliance, customer privacy, and service integrity.

Sincerely,
REMOVED.
Customer Service Support Team REMOVED
Customer Answer
Date: 04/21/2026

Complaint: 24728379

I am rejecting this response because:
I did not give him the PIN, and I did not accept the changes
Sincerely,

REMOVED
Business Response
Date: 04/23/2026
April 23,2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED
REMOVED
Re:Complaint Number: 24728379
Customer Name: REMOVED
REMOVEDNumber: 856508062

Thank you for contacting UScellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards.
The correspondence indicates that the concern relates to not giving his PIN and not agreeing to the changes made. Appreciation is extended for the opportunity to address this matter.
UScellularacknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with UScellular s obligations to consumer protection and industry compliance.
Based on the information available, as previously stated, we spoke with the Store Representative that spoke with Mr. REMOVEDThe associate confirmed that all required verification procedures were followed prior to making the account change. REMOVEDpolicy requires verification of account credentials including the account PIN before any changes may be made. When an individual successfully verifies the account PIN, changes may be completed in accordance with the customers stated authorization.
REMOVEDcontinuously strives to maintain the highest standards of account security.Verification is required before any account changes are made, whether in store,over the phone, or online. If anyone other than Mr. REMOVEDhas access to his account PIN, we strongly recommend that he contact Customer Support to reset his PIN and update his security question. At that time, he may also review and update the list of authorized users on his account.
For any additional questions or further assistance, contact the UScellular REMOVEDat REMOVEDRepresentatives are available daily.
This response is submitted in accordance with BBB guidelines and reflects UScellulars continued commitment to regulatory compliance, customer privacy, and service integrity.
Sincerely,
REMOVED.
Customer Service Support Team REMOVED
Customer Answer
Date: 04/24/2026

Complaint: 24728379

I am rejecting this response because:

Sincerely,
The associates apologized to me on the phone for not understanding consent, and I can guarantee the associate never received my pin to make that change. I did not authorize any changes to my account

REMOVED
Initial Complaint
Date:04/07/2026
Type:Billing 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.
Dec 2024,jan 2025 paid bill thru credit union bill pay. Fought with uscellular and showed proof of payment. They refused to acknowledge payment REMOVEDcontinued to charge for service after telling them to cancel my plan. REMOVEDrefuses to refund monies. I have been sent to collections for 2 payments and continued charges. Have heard from REMOVEDsince feb REMOVEDuntil collection company sent letter march 2026
Business Response
Date: 04/09/2026
April, 9 2026

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

Re: Complaint Number: 24636135
Customer Name REMOVED
REMOVEDAccount Number: unknown

Thank you for contacting UScellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards.

The correspondence indicates that the concern relates to payments he made to UScellular. He asserts that he made payments and they were not applied to his account. He requests we apply $171.00 to his account and correct the information on his credit report. Appreciation is extended for the opportunity to address this matter.

UScellular acknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with UScellulars obligations to consumer protection and industry compliance.

We respectfully request that Mr. REMOVEDprovide the applicable account number, as the issue may pertain to an account other than the one associated with phone number REMOVED. A review of the account linked to this number shows no payment discrepancies. Our records indicate one suspension on this account, which occurred for one day in 2015. We are unable to identify any accounts reflecting the issue being disputed.

For any additional questions or further assistance, contact the UScellular REMOVEDat REMOVED. Representatives are available daily.
This response is submitted in accordance with BBB guidelines and reflects UScellular s continued commitment to regulatory compliance,customer privacy, and service integrity.

Sincerely,

REMOVED.
Customer Resolutions Support
REMOVED, now part of T-Mobile
Initial Complaint
Date:03/30/2026
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.
Received email from US Cellular who is now part of T-Mobile. Memo remark, "as US Cellular and T-Mobile continue to come together, you need to take action to move your account and ensure your service continues without interruption." My friend & I stopped Verona store 3/17/26; signed up for Wi-Fi. 3/20/26 account authenticated. 3/27/26 at 12:43 pm I began the process of porting out my US REMOVED# to T-Mobile by phone. I worked tirelessly for hours. Continued on 3/28/26 I even chatted throughout the night. Back at it on 3/29/26. REMOVEDto REMOVEDstore received a SIM card. Went to store on REMOVEDin REMOVEDand told to come back Mon. to see a manager. I was still unable to use cell phone. Found out error made my # port to T-Mobile Wi-Fi and not to new cell plan with T-Mobile. My friend came with her phone to my home from 1:00p until 9:00p attempting to work unsuccessful with agents by phone. Went into US Cell on REMOVEDon Mon morning to see manager. Was assisted by an individual. I have been without cell service for phone and text since Friday morning. Was charged $5.66 for prepaid payment. Charged $26.76 for device connection charge and value prepaid refill. They did not refund my account balance of $5. I don't understand why they charged me to get connected when I am a lifelong customer being asked to change my account over and have had no support to accomplished it to be done successfully that it required me to go in person and spend 2.5 hrs. and pay to get my phone and text service back up. I'm asking to be reimbursed versus disputing. It is not my fault the companies are changing nor that I don't have qualified people assisting me with the switchover. My friend never had to pay anything. It's not my fault working online or by phone they couldn't take care of the issue. It's appalling to be charged after the stress I went through without anyone who could solve the problem and they're the people who are supposed to be assisting the client, me!
Business Response
Date: 04/01/2026
Date April 1, 2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED
Re:Complaint Number: 24699279
Customer Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting US Cellular regarding the account referenced above. The complaint has been received through the Better Business Bureau and reviewed in accordance with applicable regulatory standards.
The correspondence indicates that the concern relates to porting their US Cellulartelephone number to T-Mobile with a request for a credit to be issued for $37.42. Appreciation is extended for the opportunity to address this matter.
US Cellularacknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with US Cellular s obligations to consumer protection and industry compliance.
Based on the information available, the following events led to the issue Ms. REMOVEDwas creating a new internet account with T-Mobile and her cellphone number,from US Cellular, was ported and assigned to the new internet line and not a new line of phone service. This resulted in Ms. REMOVEDbeing without phone service for several days.
A full review of the account has been completed. The following details are provided:
Account status: Prepaid
Current balance: $5.00
Charges reflected: Account is paid through 05.1.2026
Based on these findings, any credit balances in your prepaid account are not refundable.We can place credit on the account for an additional free month of service which then extends Ms. REMOVEDaccount through REMOVED.
For any additional questions or further assistance, contact the US Cellular REMOVEDat REMOVED. Representatives are available daily.
This response is submitted in accordance with BBB guidelines and reflects US Cellulars continued commitment to regulatory compliance, customer privacy, and service integrity.
Sincerely,
REMOVED.
Customer Service Support Team REMOVED
Customer Answer
Date: 04/06/2026
Complaint: 24699279

I am rejecting this response because:
This FULL ISSUE is NOT just about the $5 balance remaining on my US Cellular account to which should be refunded or transferred over to T-Mobile REMOVEDWHEN they figure out how to fix the problem that I apparently right now don't have an account. I started this process on March 20th to transfer my cell service to T-Mobile because of a letter I received if I did not do so I risked the chance of being disconnected. However, when I went into a store, they were more concerned about setting me up for Wi-Fi then for a phone service. I agreed to try the Wi-Fi out but in the meantime I was also still trying to get a prepaid 15 GB plan for $15 a month. That was the purpose of porting my number from US Cellular to T-Mobile. It is still not working. I tried to set up my account online to see my balances and activity, only to find out Saturday after I had been in the store a week ago Monday, that there are glitches and I don't have a prepaid plan for my cell phone. Everything's functioning on the Wi-Fi so they should not be touching that. But I have been in limbo now since March 20th. My place to call to the presidential liaison on the 20th as well. At this point I'm asking for a much higher settlement then the $5 currently on my account, along with the charges that I paid when I was there a week ago Monday to get this taken to care of. My phone still shows a sim with US Cellular. They did this electronically. However, the sim should have been T-Mobile which I had with me and attempted to provide to the agent but they would not take it. Discovered all of this as well on Saturday. I would like to have a life! I have deadlines if I want to cancel my current Wi-Fi with T-Mobile because I am not happy with the customer service I am receiving overall. This is outrageous! The hours taken away in my life should know give me a year free of Wi-Fi and prepaid cell service because no one seems to know what to do. I'm fighting everyday and I'm worrying everyday that my long time cell phone number and my lifetime service under u.s Cellular is going to be mistakenly given away and it will be a suffrage I will not be able to bear for handle. Again this is not simple. They don't understand apparently the issues I've been facing and it's still not fixed. How higher can I go then speaking to the presidential liaison office. They claimed they would check into this. I'm giving Monday a break from following up with anybody as I should get a phone call back from someone with an update on what's being done. For now I am still a US Cellular customer but can't get into my account because they say I am not. I have T-Mobile for home Wi-Fi. US cellular prepaid was to be poured it over to T-Mobile connection 15 GB prepaid $15 a month. Anything I have paid to know definitely needs to be refunded for the pain and suffering and more because it continues that I'm sitting here worried about my number and worried when will this nightmare go away. Lifetime customer of REMOVEDNever ever should be going through what I am. I'm tired of arguing about prepaid and postpaid I have an option. My friend who I have supported for years on her service went through this without a problem. She only had to make one trip back for a SIM card for T-Mobile. I've had a conglomerate of mismatch mistakes and they need to be corrected and they need to be correct expediently so I can go on with my life and stop having to worry everyday when is this going to get done so the stress can go away and I make sure I have my cell phone number that I've had for a lifetime and live my life without further cause but highly paid for the pain and agony I have gone through since I first walked into a store on March 17th which is when I want it to check out cell phone plans but they wanted to sell me the Wi-Fi. I've had two weeks to experiment with it and those two weeks were hREMOVEDresolving this issue when I attempted to bring my phone number over because again you sent a threatening letter that my services could be disconnected. There was no time frames listed in that letter. So, I am asking for higher compensation at this time being that both of my services have been interrupted because of the hours I have spent troubleshooting this whether it was by phone, chat, or in person. No one ever has heard of such a thing happening. So, someone with skills needs to fix this and if I have to go back to the corporate store to have a SIM card put in, when I had it to begin with, they can call me and walk me through the process cuz I am capable of inserting a SIM card. Now let's get this done today is Monday and I'll be darn if I'm sitting here even 2 days from now without the issue resolved. I have deadlines for many other things in my lifetime. This has consumed my life. I am horribly upset and stressed. This should be a priority. I should be hearing back from the presidential office liaison today, Monday. And again, I am now asking for a year of free service because of all the stress you have put me under for something that should have been so simple.
Sincerely,

REMOVED
Business Response
Date: 04/09/2026
April 9, 2026

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

Re: Complaint Number: 24699279
Customers Name: REMOVED

We appreciate the customer taking the time to further outline their concerns and we recognize that the transition from US Cellular to T-Mobile services has been frustrating. We do not take these concerns lightly and have carefully reviewed the situation again.
We would like to clarify that the customers service is active and functioning,and the issue discussed relates specifically to the mobile prepaid service transition and porting process. This matter has already been escalated internally, including review by our executive support team, to ensure the customers phone number remains protected and the account is addressed appropriately.
As a goodwill accommodation for the inconvenience experienced, a full month of free service was already provided. This credit exceeded the remaining prepaid balance on the account and was issued despite the fact that the customer did not experience a permanent service loss or loss of their phone number.
While we understand the customers dissatisfaction, we cannot grant a year of free home internet or mobile service. The request for a full year of free services goes beyond what is reasonable or warranted under our policies, especially given the resolution efforts already taken and the goodwill credit already applied. No additional refunds or credits will be issued.
Charges related to the attempted service setup were reviewed during prior interactions,and appropriate adjustments were made at that time. We do not find grounds for further compensation beyond what has already been extended.
We remain committed to completing the technical resolution of the mobile service transition and are continuing to work toward ensuring the account is properly established. However, the financial accommodation already provided represents our final resolution to this matter.
We believe this response reflects a fair, reasonable, and good-faith effort to address the customers concerns. We would like to ask the BBB to close this issue as resolved at this time. Thank you and have a great day!
Sincerely,
REMOVED.
UScellular Customer Support Specialist
Customer Answer
Date: 04/14/2026
Complaint: 24699279

I am rejecting this response because:
As of Tuesday, 4/14/26, I had to go in person for 4th time to T-Mobile store and request again the porting of my number from prepaid US Cellular to T-Mobile prepaid. I spend hours days ahead of this on phone from morning to night between US Cellular and T-Mobile. Nobody knew what they were doing as nothing got accomplished. I was still in REMOVED. I call you a cellular they say the number was ported. I called T-Mobile they say the number was ported. Actually the number was not ported and it was with US Cellular. I had a different number on my records at T-Mobile that somehow appeared when I opened my prepaid account. This should have been done on March 20th and my time, effort, gasoline, and distress accounts for a lot. I believe since I was transferring from US Cellular to T-Mobile that the $10 prepaid from me on my account should be refunded to me or applied to the T-Mobile account. I did not leave US Cellular I transferred and therefore I should not lose any prepaid amount since I received documentation that if I didn't take action now I risk deactivation of my lifelong cellular number. Therefore the $10 should be coming to me as a refund to my original form of payment or applied to my T-Mobile prepaid account. As far as the compensations already received, I was provided that for a weekend of no service and hours on the phone, going to stores trying to troubleshoot. The second discount was applied for once again the time spent going to stores and still not having a resolution. I there for feel there should be another compensation for the fact that I have spent days resolving this by phone or in person from March 20th to April 14th. I can only hope on April 15th the port has been done and done correctly. Some form of compensation should be given to my account and it shouldn't be minimal considering that a person's wealth is based on what they make as a daily wage and if I would have had to take off work to go in to try to deal with this as long as I did that would be quite a sum. Therefore, if they don't want to give me a year free then I would say they should give me at least another $100 credit because I have been unable to enjoy my T-Mobile Wi-Fi relaxing and watching my paid streaming services since March 20th.
Sincerely,
REMOVED.
Business Response
Date: 04/16/2026
April 16, 2026

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

Re: Complaint Number: 24699279
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Ms. REMOVEDrebuttal wherein Ms. REMOVEDstates that she rejected the response because she had to go, in person, to the T-Mobile store 4 times regarding porting out her number. Ms. REMOVEDstates she also spent hours on the phone with both UScellular and T-Mobile trying to resolve the porting issue. Ms. REMOVEDstates that she should received a larger credit due to the time spent working on this issue. My name is REMOVEDand its my pleasure to assist Ms. REMOVEDtoday.

Upon review of Ms. REMOVEDaccount, I do see that it was a prepaid account that Ms. REMOVEDpaid $25.00 for each month. The credit that Ms. REMOVEDreceived, of $5.00, was the cost of service for more than 5 days. No further credits are able to be applied to Ms.REMOVEDUScellular account, as that account has been cancelled.

Please be aware that,although UScellular is now part of T-Mobile, it takes time to merge two large businesses into one. As both companies use different systems, and the accounts have not been fully moved over yet, the UScellular side cannot access the T-Mobile systems, and vice versa. If Ms. REMOVEDwould like to submit a new BBB to T-Mobile, that is her right.

We have reviewed Ms. REMOVEDcomplaint. We feel that we have compensated Ms. REMOVEDcorrectly for the frustrations of porting her number over to T-Mobile.

Should Ms. REMOVEDhave additional questions, she may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED
Customer Answer
Date: 04/16/2026

Complaint: 24699279

I am rejecting this response because:
I spoke to someone today that listened to everything that I went through. I believe I have a working phone but that does not compensate for the hassles and stress I went through. I am expecting an additional phone call on this as well to come to a decision on further compensation. Hoping it will be coming from the office of presidential liaison. This was unacceptable for any individual who purchases a product and the amount of time and energy put into it to resolve it. Therefore again because of the fact I was with US Cellular as a prepaid customer and being transferred into T-Mobile, I don't feel like I left US Cellular. Had I gone to AT&T, spectrum or some other company like that it clearly would have been that I left but all I was doing was transferring my service over to T-Mobile who bought out US Cellular. There were a lot of incompetent employees who didn't know how to handle the situation and made it worse. There were few but at least some who were able to help me out and appreciated the time that I put into this. Those people I acknowledged as well for their ability to assist and actually finally get me port over and a phone workable. I am still waiting for a return call as I had other options as far as trying to get a financial settlement and hopefully between the call and whatever the next step may be this will get resolved because of the inconvenience. No one ever should go through what I went through for a simple poured out of a phone to another line.

Sincerely,

REMOVED
Initial Complaint
Date:03/30/2026
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 have been a satisfied customer of REMOVEDfor over 30 years. Now they have been bought out by REMOVEDand with not provide the same service that I need. I feel that should entitle me to seek a different carrier that will provide the service I need. However, US Cellular will not unlock my phone so I can transfer. Since US Cellular is in breech of contract I want to be free to connect with a different carrier.
Business Response
Date: 03/31/2026
March 31st, 2026

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

Re: Complaint Number: REMOVED
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

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

We are in receipt of the customers complaint in which they state that UScellular is refusing to unlock his device REMOVEDGalaxy S25).

The customer has been advised several times that this device is showing as unlocked by UScellular and that a factory reset may be needed to remove the lock. The device may appear to be locked due to a bug in a security update from January 2026 provided by REMOVEDcausing the device to think it is locked when it isnt. This is why a factory reset may need to be done to remove this bug and unlock the device and the customer was advised to contact REMOVEDregarding this.

The customer has been advised by several different UScellular associates that the factory reset needs to be done to unlock the device, otherwise it will remain locked until this is done and this is the customers responsibility to perform this.

Should the customer have additional questions or require further technical support, they may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED
Customer Answer
Date: 04/01/2026

Complaint: 24695838

I am rejecting this response because: The factory reset advised by US Cellular would have deleted all the data I had on the phone. At this point it doesn't make any difference as I now have a new phone from a different carrier and my data is transfered. I will be returning the defective phone when I am near their store.

Sincerely,

REMOVED
Business Response
Date: 04/06/2026
April 6, 2026

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

Re: Complaint Number: 24695838
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for forwarding Mr. REMOVEDrebuttal regarding his recent experience. We sincerely apologize that he feels that we have not adequately resolved the situation with his device.

As Mr. REMOVEDhas been advised several times, a factory reset may be needed to remove a software update that may be causing the issue with his phone appearing to be locked when it is not and to contact the manufacturer for any other possible solutions, he states that he does not accept this resolution.

Mr. REMOVEDalso states in his rebuttal that he has chosen a different provider and has been able to transfer the data that he feared losing to a new device with that carrier.

We are happy that the customer has found a more satisfactory resolution to this issue for himself. Should he have additional questions he may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED

Customer Answer
Date: 04/08/2026

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. As long as they don't try to charge for the phone that doesn't work. I tried to return their phone to the local store but the clerk would not accept it. If they want it back, they will have to tell me how to get it to them.

Sincerely,

REMOVED

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When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.

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