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

818 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:05/01/2026
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.
T-Mobile took over U S Cellular and I canceled my pre-paid account which had a credit of $38.79. They refuse to refund me this credit and have sent an email requesting payment for another month. Q
Business Response
Date: 05/01/2026
Thank you for taking time to contact us. I understand the importance of having your requests responded to in a timely manner. I will be more than happy to help. Im sorry to hear that you have cancelled your prepaid service. Unfortunately, prepaid monthly service is non-refundable. Prepaid service is not prorated if you decide to cancel after making a payment to recharge your balance. For US Cellular Ready Connect Prepaid Terms & Conditions, visit REMOVED, all funds placed on the account are non-refundable.
From all of us at U.S. Cellular, thank you for your time with us, we enjoyed having you as our customer. 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 day.

Sincerely,
REMOVED
Customer Resolution Support Team
Initial Complaint
Date:05/01/2026
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.
Purchased a tablet from us cellular for my son in November of 2025. Purchased the warranty with tablet also. Son broke tablet in December of 2025. Did everything that us cellular and the insurance company told me to do. Still have not received anything from us cellular or insurance company. Us cellular won't do anything. Insurance won't do anything. Still paying for tablet and insurance. Have reached out to both us cellular and insurance company multiple times. Us cellular says it has nothing to do with them.
Business Response
Date: 05/02/2026
May 2, 2026

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

Re: Complaint Number: 24806289
Customers Name: REMOVED
REMOVEDAccount Number: N/A

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Mr. REMOVEDcorrespondence, and we understand that Mr. REMOVEDis upset that he is having issues getting his sons tablet replaced. Mr. REMOVEDis requesting a billing adjustment. We understand how frustrating to not to have a working tablet for his son.

We have reviewed Mr. REMOVEDaccount and see that he does have Device Protection on the tablet line. The Device Protection is through Assurant and they can be reached at REMOVED. REMOVEDwould need to reach out to Assurant on all Device Protection claims. As with any insurance claim, they are only handled by the insurance company. Please contact Assurant at the number listed above.

Sincerely,

REMOVEDT
Customer Service Support Team
REMOVED
Customer Answer
Date: 05/04/2026

Complaint: 24806289

I am rejecting this response because:

Sincerely,

REMOVED
Initial Complaint
Date:04/30/2026
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 travelled to REMOVEDand needed to be able to use my phone because my sister is ill. I called US Cellular and was told that the Europe plan now was $15 a day, and I would only be charged if I used the phone. I turned off cellular data, only used data on wi-fi at hotels, and did not make any calls. I did not use my phone. I received an email from US Cellular while on my trip saying my bill would be due May 8, and the amount was $186.43. They had charged me the $15 even though I had not used my phone. The day after I got home I went to the REMOVEDoffice. They said call REMOVEDI did and they put me on hold then cut me off after a while. I tried again and requested a call back. When the call back came it said to push 1 when I was on the line. It did not recognize it when I pushed one and kept cycling through the message. Then it said I was taking too long and cut me off. i was unhappy with this, but still at the office waiting for 11AM. A bit later, for some reason, I got another call back and was able to talk to someone. She took my info and said she would place a dispute on the bill and I should hear from them in 3-5 business days, and certainly before the due date of May 8. I waited a week and called them again today. Got the same prompt to push 1 and it still did not work. Eventually I was connected and they asked for my PIN which I gave them. They said the PIN was wrong and hung up. The PIN was right but I thought maybe since the phone didn't work, I would try on line. I went in to chat with someone and cycled through asking for my PIN several times until they finally agreed that my PIN was right. The response from the agent was that there was a dispute on the bill and they could not tell me when or if it would be resolved. I went through all of the phone issues again today and was on hold for over an hour. This billing cycle ended half way through my trip. At $15 a day the cost will be $195. I want that charge removed.
Business Response
Date: 05/02/2026
May 2, 2026

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

Re: Complaint Number: 24805784
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

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

We are aware of Ms. REMOVEDcomplaint stating that she was charged for international usage in REMOVEDand would like the charges removed.

In reviewing the account we see Ms. REMOVEDwas charged $105 for international usage in REMOVED We have reviewed the usage and found that REMOVEDused the phone on 4.9.26 which resulted in one $15 per day charge. We have applied a credit of $90. To date these are the only international charges applied to the account. We will review the upcoming bill for international usage and credit if warranted.

At this time the amount due is $95.86 due by May 2, 2026. I hope REMOVEDfinds this a reasonable solution.

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

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED
Customer Answer
Date: 05/04/2026

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. I turned on the block cellular data before I left and the only usage on the 9th of April was them texting me to tell me I would be charged if I used the phone. I will accept the one day charge because I want to settle this before the bill is due on the 8th. They say the bill is due May 2, but in fact the bill is not due until May 8 and I will pay the new amount prior to that time. I will monitor to make sure that I am not charged the international amount on the next months bill. I hope they will not charge me for notifying me of the daily charge when I arrived at the REMOVEDfrom REMOVED

REMOVED,

REMOVED
Initial Complaint
Date:04/30/2026
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 have phone service with number REMOVEDthey wont let me cancle and refund my money im stopping any future payments to the phonne number i have new phone with t REMOVEDwith a new number and they us cellular going to be tREMOVEDsoon and they wont refund me my credit to the new number or send me check in mail for existing credit with us cellulatr i want my REMOVEDand the number shut off
Business Response
Date: 05/02/2026
Date May 2, 2026

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

Re:Complaint Number: 24804307
Customer Name: REMOVED
REMOVEDNumber: 855747434

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. Ms. REMOVEDcorrespondence REMOVEDthat UScellular refuses to cancel her service or refund her money. REMOVEDthat she has a new phone and a new number with T-Mobile. Further,Ms. REMOVEDthe UScellular will be converted to T-Mobile soon and yet refuses to refund the credit on her account or send her a check for that amount. REMOVEDwants a $35 refund and the number cancelled.

We appreciate the opportunity to address this matter. UScellular acknowledges that Ms. REMOVEDhas a $35 balance in her prepaid bucket on her UScellular account. All matters submitted through the BBB are reviewed with diligence and transparency,in alignment with UScellular s obligations to consumer protection and industry compliance.

A full review of the account has been completed. On April 12, 2026, Ms. REMOVEDpaid for service and contacted UScellular via the Webchat team at which time she was advised that she should visit a store or contact the team to assist in moving her number to T-Mobile. On April 16th and again on April 21st more funds were added to Ms. REMOVEDaccount in the amounts of $26.47 and $10 respectively. On April 29th, Ms. REMOVEDcalled about the prepaid balance and was advised that when she moved her number to T-Mobile the balance would move automatically. On April 30th, Ms. REMOVEDagain contacted UScellular via the webchat team advising that she had started new service with REMOVEDand got a new number. Ms. REMOVEDalso requested to cancel the account with REMOVEDthis point, Ms. REMOVEDwas referred to the Prepaid Team for assistance. REMOVEDcontacted the prepaid team on April 30th and was advised to move her number from UScellular to T-Mobile and was provided with her account number and port PIN. Ms. REMOVEDcalled back later that same day asking about carrying over the $35 prepaid balance to T-Mobile and was again advised that she would need to port the UScellular number to carry over the credit. REMOVEDwas advised to port then change number at T-Mobile.

After account review, we find that no refund due to Ms. REMOVEDBy obtaining new service and a new number with T-Mobile Ms. REMOVEDcircumvented the automated process for the transition to T-Mobile service. At that point the process reverts to the normal prepaid process and there are no refunds on prepaid accounts. No refunds for remaining balances or unused service is provided per prepaid policy.

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 UScellular s continued commitment to regulatory compliance, customer privacy,and service integrity.

Sincerely,
REMOVED.
Customer Service Support Team REMOVED
Initial Complaint
Date:04/29/2026
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.
This is the second time REMOVEDfiled a complaint with this company because of unknown charges. I was charged a prorated amount on my account despite nothing being changed in the time frame theyre stating. The past 2 phone bills prior to this one have stayed about the same, and Im not sure why theyre charging me nearly double this month. All it says is prorated plan charges.
Business Response
Date: 05/02/2026
May 2, 2026

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

Re: Complaint Number: 24798862
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 customerscomplaint in which they state there were unknown charges on the bill when nothing had been changed. The customer stated that this is the 2nd time this has happened and that the last 2 bills have been somewhat normal. I understand that getting unexpected charges on the bill can be frustrating. Im happy to review the bill.

After reviewing the account,I see that the customer has the Unlimited Evolved Everyday plan on 2 lines. They are also financing 2 phones on the account. Both lines were getting promotional credits for the phones. I do see that Device Protection was removed from the account which cause the promotion to be removed from the line ending in 2524. After checking the promotion requirements, I found that the removal was in error, and I have reapplied the promotion to the line so that the customer will receive the credits going forward. I have also issued a credit for $29.13 for the missing promo on that line. With the plan they are on the normal bill should be approximately $176.38. This does not include late fees.

The customers bill cycle starts on the 6th of the month. The bill can start generating on the 5th and may take several days to finalize. On the March 6th bill, I see that the past due balance was $281.06. The current charges for service were a credit of $28.61, making the total amount due $241.20. I see that line 9764 was placed on a temporary suspension on March 6th. Due to this suspension, the account was not billed for service from 3/6 to 4/5. As a result of this, when the line was restored, the partial month charges of $121.31 were added to the April 6 bill. Any credits or payments made on or after April 5th were not reflected in amount due on the bill.

After the credit of $29.13 was issued, this left the total balance on the account at $329.24. The balance is valid and no more credits will be issued.

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

Sincerely,

REMOVEDG
Customer Service Support Team
U.S. REMOVED
Initial Complaint
Date:04/28/2026
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.
Soy un estudiante de grado 11 con dificultades financieras. Tengo una deuda de $1,800 por dos equipos y REMOVEDatrasado. He llamado varias veces para cancelar el REMOVEDy establecer un plan de pagos, pero los agentes me dicen que estoy OBLIGADO a reactivar las REMOVEDy pagar ms REMOVEDpara poder cerrar la cuenta. Esto es un abuso. Exijo que cierren mis REMOVEDinmediatamente y me permitan pagar los equipos en cuotas mensuales sin cobrarme ms REMOVED
Business Response
Date: 04/29/2026
29 REMOVEDde 2026 Better Business Bureau de REMOVEDA la atencin de: REMOVEDcon el Cliente de la BBB REMOVEDAsunto: Nmero de queja: REMOVEDNombre del cliente: REMOVEDNmero de cuenta de U.S. Cellular: REMOVEDGracias por contactar a U.S. Cellular en referencia a la cuenta mencionada anteriormente.Hemos recibido la queja de REMOVED, en la cual manifiesta que mantiene una deuda de $1,800 correspondiente a dos equipos y cargos de servicio vencidos. REMOVEDdeclara haber llamado en varias ocasiones para cancelar el servicio y para establecer un plan de pagos. Asimismo, seala que se le ha informado que es requisito indispensable reactivar las lneas para poder cerrar la cuenta. REMOVEDsolicita impugnar la deuda de $1,800.Comprendemos la frustracin de REMOVEDal no poder gestionar su cuenta de la manera que considera necesaria. Pedimos disculpas por cualquier confusin o frustracin que esta situacin haya podido causar a REMOVED.Tras revisar la cuenta, confirmamos que la misma se encuentra en estado de suspensin desde el 5 REMOVEDdebido a una factura vencida con fecha de vencimiento del 22 REMOVEDpor un monto de $1,315.41. No consta en nuestros registros que REMOVEDnos haya contactado en relacin con el saldo vencido antes del 8 REMOVED. La nica opcin disponible para solicitar la cancelacin de los servicios es cuando la cuenta se encuentra activa y el trmite puede ser procesado. Lamentablemente, una vez que la cuenta ha sido suspendida, la REMOVEDva para proceder con la cancelacin es a travs del proceso de gestin de cobros subsiguiente. Para que REMOVEDhubiera podido continuar abonando la financiacin acordada, era necesario que el servicio se mantuviera activo. En este momento, es indispensable liquidar el saldo vencido de $808.98 para poder restablecer los servicios y acceder a cualquiera de las opciones solicitadas. Dicho saldo incluye ahora un monto vencido correspondiente al 22 REMOVED. Si REMOVEDtuviera preguntas adicionales o deseara realizar un pago, puede comunicarse con nuestro REMOVEDal REMOVED. Atentamente,Equipo de REMOVEDU.S. Cellular
Initial Complaint
Date:04/27/2026
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 against UScellular regarding an unauthorized account action and resulting billing errors.I purchased an international plan for approximately $105 that was explicitly described as allowing normal usage while traveling in REMOVEDOn March 30, 2026, UScellular made an account change without my authorization and sent me an email stating: REMOVEDis suspended, confirming a suspension request I did not REMOVEDthat time, I was abroad. My service was disrupted, and I was unable to reliably access my phone. Following this unauthorized suspension and account change, REMOVEDbilling system began incorrectly charging significant roaming-related REMOVEDsubsequent bill shows:$480 in Plan Add-On Charges$310 in Other ChargesA documented Account Change on 03/30/26 UScellular has already applied a partial credit of $375, indicating acknowledgment of a billing issue, but the remaining balance is still incorrect (over $500 total charges).This situation reflects:Unauthorized suspension of service Failure to provide the service I paid for Incorrect and inflated roaming charges triggered by that error I am requesting:Full removal of all incorrect roaming/add-on charges Refund of the international plan cost due to failure of service Correction of my account balance to reflect only valid charges I have documentation of the suspension email and billing statements showing the account change and charges.Note: This account is under my former legal first name due to a name change. I can provide documentation if needed.
Business Response
Date: 04/29/2026
April 29, 2026

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

Re: Complaint Number: 24787318
Customers Name: REMOVED
REMOVEDAccount Number: N/A

Thank you for contacting UScellular in reference to the above account. We are in receipt of Aodh Dolans correspondence. Aodh states they were suspended while abroad and overcharged for international usage. They are disputing $620.00 in charges.

We have reviewed Aodh Dolans concerns. Because we value the security of our customers information, we require the correct name as listed on the account for verification purposes. This was not provided in Aodh Dolans submission.

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

Sincerely,
REMOVED.
Customer Service Support Team
REMOVEDnow a part of T-Mobile

Customer Answer
Date: 04/29/2026

Complaint: 24787318

I am rejecting this response because nothing has been resolved. Attached you will find proof of my legal first name change from REMOVEDto Aodh.

Sincerely,

REMOVED
Business Response
Date: 04/30/2026
April 30th, 2026

Better Business Bureau of REMOVED
Attention: BBB Customer Relations Advocate
REMOVED
REMOVED
Re: Complaint Number: 16673538-BBB
Customer Name: REMOVED
REMOVEDAccount Number: N/A
Thank you for the opportunity to respond to the consumers follow-up correspondence.
UScellular acknowledges the consumers statement that documentation of a legal name change was included with their most recent response. However, at this time, UScellular has not received any documentation verifying a legal name change or otherwise authorizing the consumer to access or dispute the account associated with this complaint.
Due to the sensitive nature of customer proprietary network information (CPNI) and account security requirements, UScellular is unable to review account activity, billing details, or suspension actions without proper verification. Specifically, we require one of the following to proceed:

The exact legal name currently listed on the account, or
Valid supporting documentation confirming a legal name change and establishing authorization to act on the account

Until this information is received, UScellular is unable to substantively address the billing or service concerns referenced in the complaint.
We remain willing to fully review the consumers claims regarding service suspension, international plan functionality, and billing once proper verification is provided. The consumer may resubmit their documentation directly through the BBB complaint portal or contact UScellular customer support to update account records.
We appreciate the BBBs assistance and look forward to resolving this matter promptly upon receipt of the required verification.
Sincerely,
REMOVEDC
Customer Service Support Team
REMOVED
Customer Answer
Date: 05/01/2026

Complaint: 24787318

I am rejecting this response because:
I have already provided sufficient information to identify and review this account, including the account number and associated phone number.
Documentation of my legal name change has also been provided. Documentation of my legal name change has been provided through the BBB portal, and a written copy was also mailed to your Palatine, IL address. This account is under my former legal name, and I have clearly stated this in prior correspondence.
At this point, the request for verification is being used to delay addressing the substance of the complaint. I am the account holder and am authorized to dispute these charges.
Please proceed with review of the billing and service issues described in my complaint.
This matter remains under review with the REMOVEDand BBB.
Requested resolution remains unchanged:
Full reversal of the $620.98 balance due to unauthorized suspension and failure to provide the contracted international service.
I will continue to respond in writing through this channel.
Sincerely,

REMOVED
Initial Complaint
Date:04/21/2026
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.
Re: Impact of T-Mobile 2025 acquisition of U.S. Cellular assets on prepaid balance.I am a prepaid wireless customer REMOVED, now operated by T-Mobile as of August 2025) whom I paid $300.75 in January 2026 for a full year of service ($25/month). I have been informed that my current service will be discontinued by June 2026 unless I transition to a new plan, and that my remaining unused prepaid balanceapproximately $150will neither be refunded nor credited toward a new plan.This denies me access to services I have already paid for. I am not disputing the transition; I am requesting a fair resolution for the unused portion of my prepaid serviceeither a prorated refund or an equivalent credit applied to a new T-Mobile plan of my choosing. Refusing both options results in a financial loss for services not rendered, which may constitute an unfair or deceptive business practice. I respectfully request assistance ensuring consumers are not required to forfeit prepaid funds under these circumstances.The T-Mobile acquisition of U.S. Cellular assets occurred in August 2025, several months before I purchased this annual prepaid plan in January 2026 from a T-Mobile-owned or -operated store. At the time of sale, I was not informed that the service would be partially terminated due to a required migration, nor was I offered any refund or credit for the unused portion.This is unfair and potentially deceptive: the business accepted payment for a full year of service while either knowing, or failing to disclose, that it would not be fully honored. Retaining prepaid funds for services not deliveredwithout refund or creditis an unreasonable outcome that I hope the BBB can help resolve.
Business Response
Date: 04/23/2026
April 23, 2026

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

Re: Complaint Number: 24760458
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 her concern that she paid $300.00 for 12 months of service. She was informed that her current service will be discontinued by June 2026 unless she transitioned to a new plan, and that her remaining unused prepaid balanceapproximately $150would neither be refunded nor credited toward a new plan. This denied her access to services she had already paid for. She is requesting a fair resolution for the unused portion of her prepaid service, either a prorated refund or an equivalent credit applied to a new T-Mobile plan of her choosing. 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.

When Ms. REMOVEDcontacted us the information she was provided with was accurate. However, as we move forward through all the changes ahead,we realized this would have a negative impact on our valued prepaid REMOVEDof April 22nd, I am glad to tell you customers switching from REMOVEDPrepaid to T-Mobile will automatically receive credit for any remaining positive balance on their UScellular account to their new T-Mobile account. No action is required by our customer.

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.
US Cellular, now part of T-Mobile
Customer Resolutions Support
Customer Answer
Date: 04/28/2026

Complaint: 24760458

I am rejecting this response because:

I am rejecting this response because my complaint has not been resolved despite significant good-faith effort on my part.

In her April 23, 2026 response, REMOVED. of US Cellular Customer Resolutions Support stated that as of April 22nd, prepaid customers switching to T-Mobile would automatically receive credit for any remaining balance, and that "no action is required by our customer." In direct contradiction to that commitment, I have had to take extensive action none of which has resulted in the promised credit appearing on my account.

What I have done since receiving that response:

On April 24, 2026 I visited the T-Mobile retail store in REMOVED, REMOVEDand was told they could not help me. I then visited the US Cellular retail store in REMOVED, REMOVEDand received the same response. I called US Cellular Customer Support, where representative RJ confirmed my credit of $246.45 comprising $225 for unused service and $21.45 existing balance. I then transferred my number to T-Mobile, enrolled in a $40 prepaid plan with autopay (reducing to $35/month), and was incorrectly charged $3.80 in sales tax despite residing in tax-free REMOVED. When I attempted to confirm with agent REMOVEDthat the $246.45 credit would be applied to my new T-Mobile account before my debit card was charged, she hung up on me.

On April 25, 2026 I called US Cellular Customer Support and after a REMOVEDwait was unable to reach the prepaid department.

As of today, when I check my T-Mobile account balance I receive the following: "Current plan active until 05/24/2026 and will renew for $35.00. Account Balance $0.00." The promised credit is nowhere to be found.

Resolution I am seeking:

1. The $246.45 credit documented by representative REMOVEDon April 24, 2026 must be applied to my T-Mobile prepaid account and drawn down against my monthly $35 charge beginning May 25, 2026, covering approximately seven months of service before my debit card is accessed. Alternatively, US Cellular/T-Mobile may credit my checking account or issue a check for $246.45.

2. The $3.80 sales tax incorrectly charged on April 24, 2026 should be refunded, as REMOVEDhas no sales tax.

3. It is my sincere hope that US Cellular and T-Mobile will ensure that prepaid customers who were denied credits or refunds prior to April 22, 2026 are identified and made whole. No customer should forfeit prepaid funds due to a corporate acquisition they had no part in.

I want to be transparent that complaints have also been filed with the Federal Communications Commission and the REMOVED. I raise this not as a threat but as factual context relevant to the broader consumer impact of this transition.

I have invested considerable time filing three regulatory complaints, visiting two retail locations, and making multiple phone calls spanning several hours to secure a credit that was explicitly promised to require no action on my part. I respectfully request that the BBB facilitate a prompt and documented resolution.

While I appreciate US Cellular's written commitment to credit my remaining balance, I am unable to verify that this resolution has been implemented until my first billing cycle executes on May 25, 2026. If on that date the $246.45 credit is visible on my account and the $35 charge is deducted from that credit rather than from my personal checking account, I will be prepared to accept the business response. Until that is confirmed, I respectfully ask that this complaint remain open.

REMOVEDE. REMOVED

Business Response
Date: 04/28/2026
Date April 28, 2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED
REMOVED

Re:Complaint Number: 24760458
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 the balance that was remaining on their US Cellular when they ported their number to T-Mobile. REMOVEDis asking that the funds be returned. 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.

A full review of the account has been completed. The following applies: for customers who transitioned to T-Mobile REMOVEDan automatic process will be implemented by May 1 to transfer any remaining positive balance from their U.S.Cellular account as a credit to their new T-Mobile account.
Based on these findings, if Ms. REMOVEDwas charged sales tax on her T-Mobile REMOVEDshe will need to contact T-Mobile directly to have the issue reviewed and corrected. Although REMOVEDhas acquired U.S. Cellular, we do not have access to Ms. REMOVEDT-Mobile account and are therefore unable to make changes on her behalf.

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,
REMOVEDB
Customer Service Support Team REMOVED
Customer Answer
Date: 05/05/2026

Complaint: REMOVED

I am rejecting this response because:
May 1, 2026

Better Business Bureau
Re: BBB Complaint #REMOVED
Complainant: REMOVED
US Cellular Account Number: REMOVED

Re: Unresolved Credit of $246.45 Final Position and Demand for Check
I am writing to update the BBB on the current status of this complaint, to respond to the April 28, 2026 letter from REMOVED. of US Cellulars REMOVEDSupport Team, and to state my final position.
Status as of May 1, 2026 at 3:05 PM ET: My T-Mobile prepaid account shows the following: Current plan active until 05/24/2026 and will renew for $35.00. Account Balance $0.00. Add money by dialing #REMOVEDor redeem a refill card.
No credit of $246.45 or any amount has appeared in my T-Mobile account. The transfer promised by May 1 has not occurred.
1.  Request for a Single Accountable Manager
This complaint has generated two separate responses from two different representatives: REMOVED. (Customer Resolution Support, April 23, 2026) and REMOVED. (REMOVEDSupport Team, April 28, 2026). Both responses have proven inaccurate or misleading.
The April 28 letter from REMOVED. opens by acknowledging the inconvenience this situation may have caused. This hedging language suggesting that perhaps no inconvenience occurred at all is a hallmark of a form-letter template, not a response from someone who actually read this complaint in total. US Cellular has held $246.45 of prepaid funds for months. First T-Mobile/UScellular refused to refund my credit, multiple times. Second, after I filed regulatory complaints on or around April 20, 2026, it made promises in its April 23^rd letter via the BBB complaint As of April 21, I am glad to tell you customers switching from REMOVEDPrepaid to T-Mobile will automatically receive credit for any remaining positive balance on their UScellular account to their new T-Mobile account. No action is required by our customer. That has proved untrue. Third, in its April 28^thletter USCellular made the transfer promise an automatic process will be implemented by May 1 to transfer any remaining positive balance it did not keep, and offered no confirmation number or amount. The inconvenience is not hypothetical.
I respectfully request that the BBB require T-Mobile, as the current owner of US Cellular prepaid accounts, to appoint one named manager to resolve this matter, and that the BBB obtain and provide to me that managers full name, title, and direct phone number. This will ensure: (1) I am communicating with a live, accountable person; (2) there is consistency going forward; and (3) US Cellular/T-Mobile demonstrates genuine commitment to resolution rather than the appearance of it.
2.  A Critical Internal Contradiction in the April 28 Response
REMOVEDB.s letter contains a direct contradiction that goes to the heart of this complaint.
On one hand, the letter H3REMOVED3030323139313936H: an automatic process will be implemented by May 1 to transfer any remaining positive balance from their U.S. Cellular account as a credit to their new T-Mobile account.
On the other hand, the same letter H3REMOVED3030323139313936H: Although T-Mobile has acquired U.S. Cellular, we do not have access to Ms. REMOVEDT-Mobile account and are therefore unable to make changes on her behalf.
These two statements cannot both be true. If US Cellular has no access to T-Mobile accounts and cannot make changes on my behalf, how did they execute or verify a transfer to the correct T-Mobile account? No confirmation number, transfer amount, or receiving account identifier was ever provided. As of today, my balance is $0.00, and I have no way to confirm where, or whether, any funds were sent.
3.  Auto-Pay Concern
My account is enrolled in auto-pay. If US Cellular cannot communicate what action it has taken or confirm funds reached the correct account, it is unclear how T-Mobile would know to draw down from any credited balance rather than charging my payment method directly. The risk of double-billing remains unaddressed.
4.  Final Demand: Check for $246.45
I am no longer willing to pursue a credit transfer between two companies that, by their own admission, cannot communicate with each other, cannot confirm account access, and cannot provide any verification that funds were sent to the correct destination. Chasing a credit through this process is not a reasonable resolution it is an open-ended runaround.
I request that US Cellular issue a check in the amount of $246.45 mailed to my home address:
REMOVEDpt 0.5in; font-size: medium; font-family: Arial, sans-serif; letter-spacing: 0.2px;">REMOVED
REMOVED
Hopkinton, NH  03229
A check is clean, verifiable, and final. It eliminates all inter-company transfer ambiguity and provides both parties with a clear record of resolution. Upon receipt of the check, I will promptly notify the BBB and authorize closure of this complaint.
5.  Closing Observation
I should not have to spend hours each week pursuing a straightforward refund. US Cellular is capable of generating a simple report of prepaid customers owed refunds due to the T-Mobile acquisition and issuing checks. Instead, I have received two inaccurate responses, no resolution, and a promise that expired today unfulfilled.
I respectfully ask the BBB to keep this complaint open until a check for $246.45 is received at my address provided above.
Sincerely,

REMOVED
BBB Complaint #REMOVED
US Cellular Account #REMOVED

Sincerely,

REMOVED
Business Response
Date: 05/07/2026
May 7, 2026

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

Re: Complaint Number: 24760458
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 Ms. REMOVEDhas an unresolved credit of $246.45. REMOVEDfinal position and demand is for a check. Ms. REMOVEDH3REMOVED3030323139313936H that she is writing to update the BBB on her status of this complaint, and to respond to the April REMOVED, letter from REMOVED. of US Cellular s REMOVEDSupport Team,and to state her final position. Ms.REMOVEDH3REMOVED3030323139313936H that her status as of May 1, 2026, at 3:05 PM ET: shows that her REMOVEDprepaid account shows the following: Current plan active until 05/24/2026 and will renew for $35.00. Account Balance $0.00. Add money by dialing #REMOVEDor redeem a refill card.
Ms. REMOVEDH3REMOVED3030323139313936H that there is no credit of $246.45 or any amount has appeared in her REMOVEDaccount. The transfer she was promised by May 1 has not occurred. Ms. REMOVEDfirst request is for a single accountable manager. She H3REMOVED3030323139313936H this complaint has generated two separate responses from two different representatives: REMOVED. (Customer Resolution Support, April 23, 2026) and REMOVED. (REMOVEDSupport Team, April 28, 2026). Both responses have proven inaccurate or misleading. The April 28th letter from REMOVED. opens by acknowledging the inconvenience this situation may have caused.This hedging language suggesting that perhaps no inconvenience occurred at all she H3REMOVED3030323139313936H this is a hallmark of a form-letter template, not a response from someone who read this complaint in total. US Cellular has held $246.45 of prepaid funds for months.
Ms. REMOVEDgoes on to state that REMOVED/UScellular refused to refund her credit, multiple times. She then H3REMOVED3030323139313936H that after she filed regulatory complaints on or around April 20, 2026, it made promises in its April 23rd letter via the BBB complaint As of April 21, I am glad to tell you customers switching from REMOVEDPrepaid to REMOVEDwill automatically receive credit for any remaining positive balance on their UScellular account to their new REMOVEDaccount. No action is required by our customer. She REMOVEDthat it has proved untrue. Ms. REMOVEDthen H3REMOVED3030323139313936H that in its April 28th letter USCellular made the transfer promise an automatic process will be implemented by May 1 to transfer any remaining positive balance it did not keep and offered no confirmation number or amount. The inconvenience is not hypothetical. She respectfully requests that the BBB requires REMOVED, as the current owner of US Cellular prepaid accounts, to appoint one named manager to resolve this matter, and that the BBB obtains and provides for her the managers full name, title, and direct phone number. This will ensure:(1) That she is communicating with a live, accountable person; (2) there is consistency going forward; and (3) US Cellular/REMOVEDdemonstrates genuine commitment to resolution rather than the appearance of it. 2A Critical Internal Contradiction in April 28th Response REMOVEDB.s letter contains a direct contradiction that goes to the heart of this complaint. On one hand, the letter H3REMOVED3030323139313936H: an automatic process will be implemented by May 1 to transfer any remaining positive balance from their U.S. Cellular account as a credit to her new REMOVEDaccount. On the other hand, the same letter H3REMOVED3030323139313936H:Although REMOVEDhas acquired U.S. Cellular, we do not have access to REMOVEDaccount and are therefore unable to make changes on her behalf. These two statements cannot be true. If US Cellular has no access to REMOVEDaccounts and cannot make changes on their behalf, how did they execute or verify a transfer to the correct REMOVEDaccount? No confirmation number, transfer amount, or receiving account identifier was ever provided. As of today, Ms. REMOVEDbalance is $0.00, and she has no way to confirm where, or whether, any funds were sent. She H3REMOVED3030323139313936H she has an auto-pay concern. Her My Account is enrolled in autopay. She H3REMOVED3030323139313936H that if US Cellular cannot communicate what action it has taken or confirms funds reached the correct account, it is unclear how REMOVEDwould know to draw down from any credited balance rather than charging her payment method directly. The risk of double-billing remains unaddressed. Ms. REMOVEDfinal demand: Check for $246.45,she is no longer willing to pursue a credit transfer between two companies that, by their own admission, cannot communicate with each other, cannot confirm account access, and cannot provide any verification that funds were sent to the correct destination. Ms. REMOVEDH3REMOVED3030323139313936H that chasing a credit through this process is not a reasonable resolution it is an open-ended runaround. Ms. REMOVEDrequest that US Cellular issue a check in the amount of $246.45 mailed to her home address:
Ms. REMOVEDH3REMOVED3030323139313936H that a check is clean, verifiable,and final. It eliminates all inter-company transfer ambiguity and provides both parties with a clear record of resolution. Upon receipt of the check, she will promptly notify the BBB and authorize closure of this complaint. This is Ms. REMOVEDclosing observation
After reviewing the process for prepaid customers moving to REMOVEDwith account balances, it REMOVEDthat customers switching from REMOVEDPrepaid to REMOVED(Prepaid or Postpaid) will automatically receive a credit for any remaining positive balance on their UScellular account to their new REMOVEDaccount. No action is required by associates. The detailed process further H3REMOVED3030323139313936H that No action is needed by associates to ensure customers receive credit for their outstanding, positive account balances. This will be an automatic back-end process. I have included some FAQs below:

FAQs
How much credit will I get?
Youll receive a credit for the remaining positive balance that was on your UScellular Prepaid account at the time you switched.
When will I get the credit?
REMOVEDPrepaid: Within 1-2 refill cycles
REMOVEDPostpaid: Within 1-2 billing cycles
Other carriers (including REMOVEDand Metro by REMOVED): Not applicable
Do I need to do anything to get it?
Noits automatic. You dont need to request it or contact support.
How will I know the credit was applied?
Prepaid: It will show in your account balance
Postpaid: It will appear as a credit on your bill
What if I switched before this was announced?
Youre still covered. Customers who switched on or after February 26 are included, and credits will be applied retroactively.
What if I dont see the credit when expected?
If its not there by your next refill date or bill, contact REMOVEDsupport so we can review your account and make sure everything is applied correctly.
How do you know what my balance was?
REMOVEDuses account information from UScellular to identify any remaining positive balance and apply the correct credit.
Will this lower my bill or just sit on my account?
Prepaid: Adds to your balance and can be used for future refills
Postpaid: Reduces the amount you owe on your bill
I do hope this provide a more clear understanding and timeline to Ms. REMOVEDas to when she can expect to receive her credit.
Should Mr. REMOVEDhave any further questions, she may contact UScellular REMOVEDDepartment at 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
Customer Answer
Date: 05/09/2026

May 9, 2026
Better Business Bureau
Re: BBB Complaint #REMOVED

Complainant: REMOVEDFonda
US Cellular Account Number: REMOVED

Re: Impact of T-Mobile 2025 Acquisition of U.S. Cellular Assets on Prepaid Balance
Response to Business Reply of May 7, 2026 Rejection of Business Response
I am writing to formally reject the business response submitted by REMOVED. of UScellular's REMOVEDon May 7, 2026, and to identify for the BBB's record several significant errors and deficiencies in that response.
1. Wrong Company Named in This Case A Sin of Omission
The BBB notification I received identifies the business in this complaint as "Array Digital Infrastructure" not T-Mobile or UScellular. U.S. Cellular is also known as U.S. Cellular d/b/a Array Digital Infrastructure. Publishing this complaint under "Array Digital Infrastructure" alone, without disclosing that name's relationship to U.S. Cellular, is a sin of omission that runs counter to the BBB's own mission of marketplace transparency and consumer trust. My original complaint was filed against REMOVEDUSA, and the subject line reads: Re: Impact of T-Mobile 2025 Acquisition of U.S. Cellular Assets on Prepaid Balance. The BBB's record should reflect clearly that T-Mobile REMOVED, UScellular, and Array Digital Infrastructure have all been involved in this matter, and that all three have failed to resolve it. If this case is closed, it should not be attributed solely to an entity that was never named in my original complaint.
2. Wrong Account Number in the Business Response
The May 7 response from REMOVED. references UScellular Account Number REMOVEDMy REMOVEDaccount number is REMOVED, as stated in every prior submission in this case. UScellular is responding to a formal BBB complaint while referencing an account that is not mine. This raises serious doubt as to whether my actual account was reviewed at all.
3. A Third Representative My Request for One Accountable Manager Was Ignored
My May 1 submission formally requested that the BBB require T-Mobile/UScellular to appoint a single named manager with a direct phone number to resolve this matter. Instead, I have now received responses from three different representatives across three different departments: REMOVED. (Customer Resolution Support, April 23), REMOVED. (Customer Service Support Team, April 28), and now REMOVED. (CSST, May 7). My request was not acknowledged, let alone honored.

4. The May 1 Broken Promise Is Completely Unaddressed
The April 28 letter from REMOVED. stated explicitly that "an automatic process will be implemented by May 1 to transfer any remaining positive balance." On May 1 at 3:05 PM ET, my T-Mobile account showed: "Account Balance $0.00." I documented this and reported it in my May 1 BBB submission. REMOVED.'s May 7 response does not acknowledge this broken promise anywhere. There is no apology, no explanation, and no accountability for a commitment that expired unfulfilled.
5. A Fourth Timeline Still Vague
The May 7 response introduces a new REMOVEDstating that prepaid customers will receive their credit "within 12 refill cycles." My T-Mobile plan renews on May 24. "12 refill cycles" means either May 24 or June 24. UScellular will not commit to a specific date. This is the fourth distinct timeline offered across four responses none of which has proven accurate.
I also note that the REMOVEDstates eligibility applies to customers who switched on or after February 26. I transferred my US Cellular account to T-Mobile at the end of April 2026 well within that window. UScellular should confirm in writing that I am covered, given that this same REMOVEDis being cited as the resolution to my complaint.
6. The Internal Contradiction Raised in My May 1 Letter Remains Unaddressed
I specifically identified a direct logical contradiction in the April 28 response: UScellular stated both that an automatic transfer would occur and that it has no access to my T-Mobile account. REMOVED.'s May 7 response does not address this contradiction. It remains unresolved on the record.
7. The Auto-Pay Risk Remains Unaddressed
My T-Mobile account is enrolled in auto-pay. My May 1 letter raised a specific concern: if no credit has been communicated to T-Mobile, T-Mobile may charge my payment method on May REMOVEDdouble-billing. This concern was not addressed in the May 7 response.
8. Misgendered in the Business Response
REMOVED.'s letter refers to me as "Mr. REMOVEDI am Ms. REMOVEDThis error is consistent with the pattern of inattentive, form-letter responses this complaint has generated throughout.

My Position Going Forward
I am not willing to continue exchanging letters with rotating representatives who do not read the prior record, reference the wrong account number, and introduce new timelines without acknowledging broken ones and the conflicting information provided in each successive response.
My T-Mobile plan renews on May 24, 2026. I will monitor my account on that date. If the $246.45 credit has been applied and my payment method has not been charged, I will update the BBB accordingly. If my payment method is charged without a credit having been applied, I will return to this complaint with documentation and escalate further.
I also note that T-Mobile USA and UScellular are required to respond to my parallel complaints filed with the REMOVEDand the REMOVEDThose responses are due on or around May 2021, 2026. I will be reviewing those responses as well.
I respectfully ask the BBB to keep this complaint open until the matter is resolved by confirmed credit or by the receipt of a check for $246.45.
Sincerely,
REMOVEDFonda
BBB Complaint #REMOVED
US Cellular Account #REMOVED
Initial Complaint
Date:04/21/2026
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.
On 04/20/2026 I went to Dollar General on REMOVEDand mistakenly bought a US cellular refill card for prepaid account. I added $79 to this card to pay my phone bill at US cellular and they would not accept the card because I have a bill account not a prepaid account. They told me they cannot refund my money since I did not buy it directly from them and Dollar General told me that they will not refund my money either. I just wanted to pay my phone bill or be reimbursed. I dont see why they could not credit my account with this refill card. I am looking to have my account accredited with this card or my money returned to me.
Business Response
Date: 04/23/2026
April 23, 2026

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

Re:Complaint Number: 24770210
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Good afternoon,

Thank you for contacting UScellular regarding the above account with REMOVEDcomplaint of not being able to use a Prepaid card she purchased at Dollar General with UScellular to pay her bill.

I can understand the importance of being able to pay her bill and not losing out on the money she put on the prepaid card. My name is April, and I will be reviewing this issue. Ms. REMOVEDis requesting to be able to pay the bill with the card or receive a credit of $70.00 for the card.
After reviewing Ms. REMOVEDaccount, I see that she has been a customer since 2018 and has no prior credit issues. This is the first issue she has experienced.
The card was purchased at REMOVEDand was a prepaid REMOVED. Soctomah is on a monthly billed plan and is unable to use prepaid cards. As a one-time exception, I can apply a credit once Ms. REMOVEDbrings the prepaid card to a UScellular store. The store associate will need to contact Customer Support to verify and confirm the payment made on the prepaid card.
If Ms. REMOVEDis unable to visit a UScellular store, she may speak with a manager at REMOVEDto see if they are able to issue a Dollar General gift card for the amount paid.
I would like to thank Ms. REMOVEDfor allowing me the time to review and respond to this correspondence. We ask if she has further questions, she reaches out to us directly at REMOVED. Thank you and have a pleasant week!

Sincerely,

April S.
Customer Service Support Team
REMOVED
Customer Answer
Date: 05/04/2026

Complaint: 24770210

I am rejecting this response because:
I just received this message that I can bring the card to US cellular and they will accept payment. This is not closed until payment is made and the amount was $79 not $70.
Sincerely,

REMOVED
Customer Answer
Date: 05/05/2026

Better Business Bureau:

The matter has been resolved I have received reimbursement and Im satisfied

Sincerely,

REMOVED
Business Response
Date: 05/05/2026
May 5,2026

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

Re:Complaint Number: 24770210
Customer Name: REMOVED
REMOVEDNumber: 855973095

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 customer REMOVEDthat she is rejecting our response regarding the accidental purchase of a prepaid payment card from Dollar General in the amount of $79 and then not being able to apply it to the postpaid account.

Since our initial response, we do see that the customer contacted Customer Support through a store location and that we verified the prepaid card was valid. I also see that a credit in the amount of $79 was applied to the customers account on May 3, and that the customer currently has a credit balance of $79 that will go towards their next bill which will be due on May 22, 2026.

Since this is the outcome the customer requested, REMOVEDis requesting this matter is resolved and that it can be closed by the BBB.

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 Service Support Team REMOVED
Initial Complaint
Date:04/18/2026
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.
So yesterday 4 17 26 i reached out to a local store regarding an issue. The issue is wanted my last bill so REMOVEDcan issue the pay off phone contract since i switched over. I been asking all this time for my last final bill where it shows how much is left to pay on the phone so REMOVEDcan pay it off. Well the local store couldnt do it for some reason so they gave me the 800 number to talk to us cellular. got someone on the phone and told them whats going on what i need to have REMOVEDpay them off. The guy was very rude to me and said it so nasty way said only way i can pull and give you a copy of your last bill that shows the whats left to be paid you pay off the collection department and ill get your last bill for you. There is no reason to be so snotty and all about it just simply asking for my last bill so this can all be taken care of. I spoke to REMOVEDhigher up person they actually called me and said they are more than willing to pay it off as soon as i show my last bill. All i wanna do is get this over and done. So im holding US Cellular against this as none of this is my fault, due to going into REMOVEDand the deal was there bring a device we pay it off, but i been needing my final bill. Once i can get that from US Cellular REMOVEDwill pay it off i think they said in like 15 business days. All i want is my last bill that shows the info for payoff, and we can get this dropped. Its not fair if i come in or call and ask for a copy of my last bill with them, why does this have to be so hard to get it done.
Business Response
Date: 04/21/2026
April 21, 2026

Better Business Bureau of Chicago
Attention:BBB Customer Relations Advocate
REMOVED2006
REMOVED;

Re:Complaint Number: 24762750
Customers Name: REMOVED.

REMOVEDAccount Number: N/A

Thank you for contacting U.*. Cellular regarding the account referenced above.Correspondence from Mr. * has been received. The issue and requested resolution are summarized as follows:
Mr. * states that he has tried multiple times to obtain his final bill that shows the remaining amount due for the phone when he changed service providers, and has had no success. Further, Mr. * states that when he went to the store, he was given the toll-free number to contact REMOVEDhowever when he called,he was treated rudely and was told he couldnt have his bill until he paid the collection department. Finally, Mr. * stated that his new carrier advised him they would pay the amount due for the phone within 15 days if only he had the bill.

Upon review of Mr. *s concerns, it was found that the required verification specifically,the account owners full name as well as the correct account number or a mobile number listed on the accountwas not included in the initial submission. Presumably, Mr. * is the account owner but the full name is not provided. In accordance with U.*. Cellulars commitment to safeguarding customer information, this verification is necessary to proceed.

To facilitate further review,Mr. * is advised to resubmit the complaint with the requested account details. Once the required information is received, the matter will be addressed accordingly. If Mr. * is not the account owner, then we can respond to his concerns after the verification information is provided. If Mr. * is not the account owner, nor is he authorized on the account, then we would not be able to address his request but would advise Mr. * to have the account owner submit a new complaint. These verification requirements are to protect the account owner and the account information.

Appreciation is extended for the opportunity to assist, and regret is expressed for any inconvenience experienced during this process.

*incerely,
REMOVED.
Customer *ervice *upport Team
REMOVED

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Array Digital Infrastructure is NOT a BBB Accredited Business.