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

799 total complaints in the last 3 years.
267 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:07/16/2026
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.
Us cellular won't give us a transfer pin to get a different carrier. Their phone number recording says to go to a store and hangs up. The people at the store say to call the phone number. The chat on the website says to call or go to the store. Us cellular sold to T-Mobile so our phones don't work.
Business Response
Date: 07/17/2026
July 17, 2026

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

Re: Complaint Number: 24989640
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED
Account holder: Kaisee REMOVED

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Mr. REMOVEDcomplaint wherein Mr. REMOVEDstates that he requested a transfer PIN to move his phone number to a different provider and was denied. My name is REMOVEDand it is my pleasure to assist Mr. REMOVEDtoday.

I have reviewed the account and our records show that both lines on the account were transferred out on June 27, 2026 and the account closed the same day.

I apologize for any delays or inconvenience to Mr. REMOVEDduring the transfer process and wish him the best going forward.

Should Mr. REMOVEDhave additional questions, he may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED

Customer Answer
Date: 07/18/2026

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:07/16/2026
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.
US Cellular owes me $21.67. I have contacted them at their customer support number asking for help with the billing error & requested the refund numerous times, at least six times. Every representative has told me they will send a prepaid REMOVEDcard through the REMOVEDto me to my home address/mailbox, minus $5 fee, which I have told each representative. I do not agree with the fee, but to go ahead and mail the card to me.. It has been 3 1/2 months & still no refund. Every month US Cellular sends me a monthly billing statement through my email that shows the credit of $-21.67. I just received this email again. I called them again today. The representative hung up on me saying she could not find my account. They owe me the money. I closed my account and switched to a different cell phone carrier in April. I tried to upload a picture of the email with this claim, but it will not upload . The money they collected from me on the last bill was too much after the bill was finalized.
Business Response
Date: 07/23/2026
July 23, 2026

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

Re: Complaint Number: 25055124
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 the concern relates to a credit that was promised to REMOVED, she states she has called repeatedly to ask for this credit and has had poor customer service. She requests that this refund be processed with expediency. 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.

Based on the information available, I have escalated her concerns. While reviewing the account today I found a note that states that the account has been refunded $21.67, Refund will be issued via prepaid MasterCard and can take up to 3 weeks to be received. All inquiries/issues with the card should be directed to the North Lane REMOVEDat REMOVED. I also can see that her balance is showing zero, not a credit of REMOVEDmeaning that the refund is truly in process. I regret that this has taken so long and that we have not met her expectations of good customer service.

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
REMOVEDpart of T-Mobile
Customer Answer
Date: 07/25/2026

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:07/14/2026
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.
My phone refused to charge May 1, 2026. I called REMOVEDsaid I cannot get help or a new phone as they were in process of transferring our service &wouldnt be complete until end of 8/2026. They said to ask for transfer of service by going to Us REMOVED, IolaKS then REMOVEDstore in REMOVEDKs. We asked for phones, data, REMOVEDto be transferred & USCellular assured us that service was cancelled & transferred as of May 8, 2026. We only had service with USCellular from 5/4-5/8/2026, We were assured charges for 5/4-5/8, Then we got a bill asking us for the full monthly amount. They did not credit anything. I had to call three times the fourth time I talked to REMOVEDand REMOVED.REMOVEDquoted us $49.20 that would be due.. that was on June 3 @10:45 AM. She was the US cellular representative. She said dont pay anything wait to get your new bill and it will show $49.20 or any amount close to that . We kept getting REMOVEDtelling us we owed the full monthly amount. now were getting late fees. We have near perfect record of timely payments to USCellular for decades! They also said that no one told us that we had to manually ourselves transfer the service and that is false US cellular via REMOVED, REMOVEDrefused to fix my phone or allow me to get a new phone because they said I had to wait till the end of August and said that I can manually go get it done myself by getting a passcode number from USCELLULAR after the representative from T-Mobile called them and sent me to USCellular in REMOVEDto get that number, I then took the information from USCellular to T-Mobile to complete the transaction of transferring both phone phones, data, Internet, and router. When we got the bill on Wednesday, June 3 the router wasnt even taken off. They didnt even complete the job that was supposed to be done. That was promised us on 5/8/2026..We paid $49.20 thats all we owe to this company and I dont understand why they are harassing us.
Business Response
Date: 07/14/2026
July 14, 2026
Better Business Bureau of REMOVED
Attention: BBB Customer Relations Representative
REMOVED
REMOVED, REMOVED; 60601
Re: Complaint Number: 25047289
Customer's Name: REMOVED
U.S. Cellular Account Number: REMOVED
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Ms. REMOVEDcorrespondence in which she had advised her phone stopped charging and she needed a new phone, however, were unable to complete the upgrade due to upcoming T-Mobile account migration. She then cancelled & transferred her services as of May 8, 2026, however she only had service with us from 5/4-5/8/2026, and she received a final bill for the full month of service.
After careful review of Ms. REMOVEDbills, we didn't find any billing errors. The phone line ending in 1064 was cancelled on 5/3. Lines ending in 8723 and 0461 were cancelled 5/8/26, 4 days after their new billing cycle starte, and REMOVEDprinted 5/4/26. To avoid being charged for a full month of service, Ms. REMOVEDlines would have needed to be cancelled by or before the 3rd of the month, which is the last day of her billing, as her new bill prints on the 4th of every month.

As of September 12, 2021, we made changes to our customer service agreements, and we added verbiage which advises we will no longer issue prorated credits upon termination of service. All customers were notified of this change on their August 2021 billing statements. If Ms. REMOVEDwould like to review the changes communicated, please advise her this information can be found on page 5 of her billing statement dated 8/4/2021. If Ms. REMOVEDis unable to review her billing statement, please share with her that weve submitted a request to mail this bill to her. She should receive the reprint within 3-5 business days. Ive also included the content from her bill below:

* * * CHANGES TO CUSTOMER SERVICE AGREEMENT * * *
This notice applies to customers who have entered into a retail Customer
Service Agreement for the provision of service. This notice does not apply
to large business or government customers who have entered into a REMOVEDAgreement or similar custom agreement for the provision
of service. Effective September 12, 2021, your service and the associated
monthly recurring service charges will no longer be prorated upon
termination of service. Termination of service 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.Additionally, at
least 50% of your monthly usage (including data) for each device on your
account must be used in UScellular"s licensed markets. The requirement to
use no more than 400 MB of data usage per month per line in UScellular"s
non-licensed markets has been removed. For more information, please see
the REMOVEDAgreement Terms and Conditions at
REMOVED. If you do not agree with
these changes, you may cancel your agreement without incurring an early
termination fee by notifying us within 30 days after this notice. If you
use the Service after the 30-day period, you agree to be bound by the
changes.

Unfortunately, no additional credits will be applied at this time.

Thanks for allowing me an opportunity to review this matter for Ms. REMOVEDtoday. Should she have any further questions, please have her call us over the phone by dialing REMOVED.

Best regards,
REMOVED. | U.S. Cellular Now Part of T-Mobile|REMOVEDSupport Team | REMOVED
Initial Complaint
Date:07/06/2026
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.
On 5/21/26 I converted from US Cellular (USCC)to REMOVEDbecause US Cellular was no longer offering services after I believe 7/31/26. My final bill from REMOVEDwas dated 5/4/26 and was for services 5/4-6/3/26. My first bill with REMOVEDwas dated 5/20/26 and for services 5/21-6/20/26. I contacted REMOVEDvia text chat on 5/25/26 inquiring about the 5/4 bill and whether I would get a credit from the time I converted to REMOVED(5/21) since they billed me ahead through 6/4. I was told I would get a credit. I did not receive a credit. I called them today and was told they dont issue credits if the plan is canceled. I was out of a contract at the time by the way and had zero contracted ties to REMOVED. I also converted to their carrier that bought out REMOVED. I believe I am due a refund from REMOVEDfrom 5/21-6/4/26 as I did not have their service at that time. I have support and documentation, but it wouldnt let me attach it to this complaint form
Business Response
Date: 07/06/2026
Thanks again for contacting us, REMOVED. I also wanted to say a special thank you for being part of our U.S. Cellular family for 28 years. We sincerely appreciate it! Upon reviewing your account, I see that your lines have ported/transferred over to T-Mobile on 5-22-2026. As per your service agreement termination of Service by you or US Cellular 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 terms and conditions can be found on our website under the legal tab. No credit will be issued. Any further questions or concerns must be directed at T-Mobile. Their customer service number is REMOVED, simply dialing 611 or you can contact them using the T-Life App from your cellular phone. We are very confident that T-Mobile will continue to provide you with the best service the wireless industry has to offer for years to come. T-Mobile has radically reinvented customer service providing a total experience and benefits that include best-in-class,personalized support from experts when needed and an exceptional 5G network. These experts are available to provide you with a next-level experience, including tailored service and support, as you begin your relationship with them.

I hope you have a wonderful day.
REMOVED
Customer Service Support Team
U.S. REMOVEDnow a part of T-Mobile
Initial Complaint
Date:07/06/2026
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.
Automatic withdrawal for future service. Service was cancelled by US Cellular and me. Credit on account for unused service. US Cellular refuses to refund. Your UScellular bill is now available.Account Number REMOVEDAmount Due $-12.81
Business Response
Date: 07/07/2026
July 7, 2026

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

Re: Complaint Number: 25015916
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 the concern relates to Ms.Briccos recent bill. She ported out, or cancelled, her account on May 15, REMOVEDrequested the credit balance in the amount of $12.81 be refunded to her.Appreciation is extended for the opportunity to address this matter.

The last statement that we sent to her covered the period from April 20, 2026, through
May REMOVED. Ms. REMOVEDcalled Customer Support on July 6th to discuss the final bill, and at that time we advised Ms. REMOVEDthat the credit balance will be refunded to her via mail and is issued in the form of a prepaid Mastercard that can take up to 6 weeks for her to receive. UScellular no longer handles the process of refunding credit balances as we have been acquired by REMOVED.

UScellular acknowledges the inconvenience this situation may have caused and remains committed to providing a thorough and respectful resolution. We ask Ms. REMOVEDto please allow the time allotted to receive the refund as outlined above. UScellular never advised her that we will not issue the refund. All matters submitted through the BBB are reviewed with diligence and transparency, in alignment with UScellular s obligations to consumer protection and industry compliance

Sincerely,

REMOVED.
Customer Service Support
REMOVED
Customer Answer
Date: 07/09/2026

Complaint: 25015916

I am rejecting this response because:
July 6, 2026, was my third attempt to obtain a refund.During both the first and second attempts, I was assured that a refund would be issued via a prepaid Mastercard. However, that never occurred, and I never received the promised card.

During my third attempt on July 6, I was informed that nothing further would be done. No refund was offered, and there was no mention of the prepaid Mastercard that had previously been promised.

Based on these inconsistent responses, I have serious concerns about the accuracy of the information being provided. At this point, I have little confidence that a prepaid REMOVEDwill actually be sent. I will consider the matter resolved only when the promised refund is received.

Please provide a clear explanation of why the previous refund commitments were not honored and confirm the specific steps that will be taken to complete my refund, including the expected timeline.

Sincerely,

REMOVED
Business Response
Date: 07/10/2026
Date July 10, 2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED
REMOVED

Re:Complaint Number: 25015916
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 having a credit balance refunded with a request for this to be completed as soon as possible. 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, a second request was submitted to have the credit balance refunded to Ms. REMOVEDCredit requests generally take REMOVEDbusiness days to be worked and the resolution to be added to Ms. REMOVEDaccount. We would like to ask that Ms. REMOVEDto contact our REMOVEDin REMOVEDbusiness days. US Cellular REMOVEDcan be reached at 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 Specialist REMOVED
REMOVEDnow a part of T-Mobile
Initial Complaint
Date:07/02/2026
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.
10/2/25 was the date of the transaction at the US Cellular store at REMOVEDI was told since I was trading my not paid off phone that they would handle the bill and pay it off for me due to me switching services. They did not. Now it is in collections and ruining my credit due to them lying to me. I have contacted them about it multiple times and no remedy was made.
Business Response
Date: 07/06/2026
July 6, 2026

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

Re: Complaint Number: 24949131
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. REMOVEDcomplaint, wherein Ms. REMOVEDstates that she was told that since she was trading her not paid off phone, that the store associate advised that the balance of the phone would be taken care of by our store. My name is REMOVEDand its my pleasure to assist Ms. REMOVEDtoday.

While reviewing Ms. REMOVEDcomplaint, I was not able to locate Ms. REMOVEDaccount with the information provided. Please be aware that we would need a phone number on the account (or the account number), the main name on the account and Ms. REMOVEDfour digit security PIN, before we can access Ms. REMOVEDaccount.

We have reviewed Ms. REMOVEDcomplaint. At this time there is not enough information provided. Once REMOVEDis able to provide the information mentioned above, we will be happy to review the account and complaint.

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

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED

Customer Answer
Date: 07/12/2026

Complaint: 24949131

I am rejecting this response because of they need extra information.
The account phone number is REMOVEDand it is under REMOVEDYork. My phone number is REMOVEDand the pin is REMOVED.
Please let me know if I need to provide anything else.

Sincerely,

REMOVED
Business Response
Date: 07/15/2026

July 15, 2026

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

Re: Complaint Number: 24949131
Customers Name: REMOVED
REMOVEDAccount Number: N/A

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Ms. REMOVEDcorrespondence. Ms. REMOVEDstates that her credit is being ruined of no fault of her own due to a mishap with a phone being traded in that wasnt.

We have reviewed Ms. REMOVEDconcerns. Because we value the security of our customers information,we require the correct account number or cell phone number as listed on the account and the submitting party to be a verified account holder for verification purposes. This was not provided in her submission.

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

Sincerely,
REMOVED.
Customer Service Support Team
REMOVED
Initial Complaint
Date:07/02/2026
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 canceled the family US Cellular accounts asks if all canceled told yes got a confirmation number one month later get over 500 dollar bill. Told owed for Apple Watch which was supposed to have been paid off with account credit we had. US Cellular said there were no notes that all was paid. That this amount was owed. This was paid so credit was not effected
Business Response
Date: 07/06/2026
July 6th, 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 REMOVEDParkers complaint in which they state that they cancelled their family account with our company. REMOVEDstates that a month later, they received a $500.00 bill. REMOVEDstates that they were told that the final bill was for an Apple Watch. REMOVEDstates that the watch should have been paid off with an account credit. REMOVEDis now disputing the amount of $426.00.

We can understand REMOVEDParkers frustration when receiving an unexpected bill. We apologize for any confusion that this may have caused.

After reviewing REMOVEDParkers account, we show that there was an Apple Watch financed on October 13th,2025, for 36 months at $13.88 monthly for a total of $499.99. At the time of cancellation on April 23rd, 2026, we show that REMOVEDstill had 29 months to complete the accessory installment agreement. We show that REMOVEDmade a combined payment the day of cancellation for the remaining amount of $416.40 that was billed to them. REMOVEDis responsible for the remaining amount of this agreement that was left and we do not show any credit at that time that would have been applied so that REMOVEDdid not owe this.

Should REMOVEDhave additional questions, they may contact our REMOVEDat REMOVED.

Sincerely,

Customer Service Support Team
U.S. REMOVED
Customer Answer
Date: 07/06/2026

Complaint: 24885033

I am rejecting this response because:

Sincerely,

REMOVED
Business Response
Date: 07/08/2026
July 8, 2026

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

Re: Complaint Number: 24885033
Customer Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting UScellular regarding the account referenced above. The previous response is as follows:

Thank you for contacting U.S. Cellular in reference to the above account.
We are in receipt of REMOVEDParkers complaint in which they state that they cancelled their family account with our company.REMOVEDstates that a month later, they received a $500.00 bill. REMOVEDstates that they were told that the final bill was for an Apple Watch.REMOVEDstates that the watch should have been paid off with an account credit. REMOVEDis now disputing the amount of $426.00.
We can understand REMOVEDParkers frustration when receiving an unexpected bill. We apologize for any confusion that this may have caused.
After reviewing REMOVEDParkers account, we show that there was an Apple Watch financed on October 13th, 2025, for 36 months at $13.88 monthly for a total of $499.99. At the time of cancellation on April 23rd, 2026, we show that REMOVEDstill had 29 months to complete the accessory installment agreement. We show that REMOVEDmade a combined payment the day of cancellation for the remaining amount of $416.40 that was billed to them. REMOVEDis responsible for the remaining amount of this agreement that was left and we do not show any credit at that time that would have been applied so that REMOVEDdid not owe this.
Should REMOVEDhave additional questions, they may contact our REMOVEDat REMOVED.
While we understand that Ms. REMOVEDis rejecting this response, our findings are consistent with the previous representatives conclusion.
Should Ms. REMOVEDhave any further questions, she 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,
Customer Service Support Team
REMOVED
Customer Answer
Date: 07/09/2026

Complaint: 24885033

I am rejecting this response because I was told that the family account was completely closed and a confirmation number was given.

Sincerely,

REMOVED
Initial Complaint
Date:06/30/2026
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.
On March 14, 2026, I contacted US Cellular customer service to close my account. During this call, I paid my remaining balance in full. The representative explicitly informed me that my equipment fees for internet service were being waived as a result of the ongoing T-Mobile and US Cellular merger as they would not be using that equipment. Despite this agreement, I am now being billed for these waived fees and subjected to collection efforts. When I contacted the US Cellular customer support team via chat on April 1, 2026, to resolve this, no one looked into the phone call recording on March 14. I was also threatened with derogatory credit reposting and collection calls. This is unacceptable, as the recording is the definitive record of the waiver promised to me and I was told that the call was being recorded. I sent a certified letter to US Cellular in April of 2026 and they did not respond. I have a copy of the letter that I sent to US Cellular and the return receipt that was signed when it was delivered. It will not allow me to upload a document. I would be happy to provide those documents another way.
Business Response
Date: 07/01/2026
07/01/2026

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

Re: Complaint Number: 24998339
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting U.S.Cellular in reference to the above account. REMOVEDis disputing a credit amount.

In review o the account, we see our Office of The President spoke to REMOVEDtoday and worked out an offer. This was agreed by both parties.

We apologize for the time our customer had to take to address this matter. Should REMOVEDhave additional questions, they may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
U.S. REMOVED
Initial Complaint
Date:06/29/2026
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.
This is in regards to two cell phone purchases made at U.S. Cellular. Note: This business is permanently closed. U.S. Cellular was purchased by REMOVED. Both my daughter and I received oversized postal cards in the mail. The cards were from U.S. Cellular, warning us that our phones would no longer work when T-Mobile takes over U.S. Cellular and that as an incentive, we would each have $830 (this amount might be incorrect - it is from memory) to spend on a new REMOVEDdaughter and I began at the REMOVEDlocation. We were told which phones would be "cost free" for each of us under the incentive on the promotional card. I purchased a phone. We had to go to a 2nd store in town - REMOVEDto get the same phone as the Grindstone store had only one in stock.We are now paying for both phones - $18.05 / month / phone for a total of $36.10 per month. I called U.S. Cellular and was told the deal is we pay off those phones and then, after they are paid off, our payments will be credited to the current issuer of the payment (credit card, checking account, etc.). Those charges bring with them extra taxes and carrier fees. At no time during the purchase of either phone was I told that this was the process and I'd be billed. I also had to call them to take off the "Device Protection Plan" that I told them I did not wwant on both phones. This is now gone on this month's bill.I want to know if I have a class-action suit? Were we, the public, duped with this promotional offer in believing we would receive these phones with an immediate credit and no charges?
Business Response
Date: 07/01/2026
July 1,2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED
REMOVED
Re:Complaint Number: REMOVED
Customer Name: REMOVED
REMOVEDNumber: 480926414

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 charges for new devices with a request for a refund. Appreciation is extended for the opportunity to address this matter.
UScellularacknowledges the inconvenience this situation may have been 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, the following events led to the issue: Ms. REMOVEDstates that both she and her daughter received promotional materials in the mail and upgraded their devices in March 2026. However, the installment and promotional process was not explained, and Ms. REMOVEDhas been charged for both devices and has not received any promotional credits. Ms. REMOVEDfurther states that she specifically advised the associate that she did not want insurance, but it was added anyway. Previous notes state that the customer was not receiving the promotional credits due to the devices not being returned. Ms. REMOVEDis disputing this and stating that the devices were returned as required. The agents location has closed and cannot be contacted.
In review of the account, we found that in May Ms. REMOVEDcalled customer service and the entire complaint was reviewed and Ms. REMOVEDwas promised certain credits. Our review finds that those credits for billed charges for the devices, insurance and device activation fees were never applied even though promised.
Ms. REMOVEDhas been a long-term valued customer of REMOVED, and we acknowledge multiple errors on the part of UScellular associates and agent partners. As a courtesy,we have waived the remaining installments for both devices, as well as the installments that have already been billed. We have also applied credit for the device activation fee that was charged in error and the insurance charges.
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 UScellulars continued commitment to regulatory compliance, customer privacy, and service integrity.
Sincerely,
REMOVED.
Customer Support Specialist
REMOVED
Initial Complaint
Date:06/27/2026
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay for a protection plan on my phone for its lifespan, as shown on my bill. Once I make a claim, I somehow no longer have insurance, but my bill shows otherwise.
Business Response
Date: 06/28/2026
June 28th, 2026

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

Re: Complaint Number: 24988923
Customers Name: REMOVED
REMOVEDAccount Number: REMOVED

Thank you for contacting UScelluar in reference to the above account.

We are in receipt of the customers complaint where they state that they thought they had Device Protection on a line where the device needs to be replaced. While we acknowledge that they do have Device Protection on several of their lines and devices, they do not have it on the line in question.

Further investigation shows that the Device Protection was removed by the customer on February 20, 2024 and it was never readded.

While we certainly understand the frustration and inconvenience to the customer of not having Device Protection, it is the customers responsibility to maintain and be aware of the additional features added to each line, especially when swapping different devices amongst their lines.

Since Device Protection cannot be readded to the line, UScellular is requesting the BBB consider this issue closed.

Should the customer require further assistance with any of their other devices, they may contact our REMOVEDat REMOVED.

Sincerely,

REMOVED.
Customer Service Support Team
REMOVED
Customer Answer
Date: 07/02/2026

Complaint: 24988923

I am rejecting this response because:

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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