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

769 total complaints in the last 3 years.
238 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:08/27/2026
Type:Billing 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.
My complaint was a phone conversation with a USCellular representative. I DO NOT KNOW WHERE IT WAS LOCATED, I HAD TO CHOOSE A LOCATION TO FILE THE COMPLAINT. I am filing this complaint regarding UScellular charging me for an entire month of service even though I ported my phone number to another carrier on the first day of a new billing REMOVEDUScellular phone number associated with the account is REMOVED.I understand that UScellular may have a policy regarding billing through the end of a billing cycle. However, I believe it is unreasonable to charge me for an entire month of service when my number was ported out on the very first day of that billing cycle and UScellular was no longer providing service to that number.I contacted UScellular directly in an attempt to resolve this issue before filing a complaint. I spoke with a representative named REMOVEDon 8-27-2026 at approximately 9:10 a.m. ET. Unfortunately, he was very unhelpful and did not provide a reasonable resolution to my concern. I specifically questioned why I should be required to pay for essentially an entire month of service that I did not receive.I am not disputing charges for service that I actually used. I am asking UScellular to make a reasonable adjustment to my final bill and refund or credit the portion of the billing cycle after my number was ported out.Requested Resolution:I am requesting that UScellular prorate my final bill based on the date my number was ported out and refund or credit the charges for the remaining days of the billing cycle when UScellular was no longer providing service to my number.I made a good-faith effort to resolve this directly with UScellular before contacting the Better Business Bureau. I am asking UScellular to review the circumstances and provide a fair and reasonable resolution.
Business Response
Date: 08/28/2026
August 28,2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED
REMOVED
Re:Complaint Number: 25209228
Customer Name: REMOVED
REMOVEDNumber: 855620183

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.
In the complaint Ms. REMOVEDstates that she ported to another carrier on the first day of the bill cycle and further states understanding that UScellular policy regarding no prorations for ceasing service prior to the end of a bill cycle. Ms. REMOVEDstates that it is not reasonable to charge for services not used and REMOVEDis requesting a credit and refund.
We have carefully reviewed the customer's account and appreciate the customer's acknowledgment of REMOVED's billing policy regarding service charges through the end of the billing cycle when service is disconnected or transferred to another carrier. Our records indicate that the customer's wireless number was ported to another carrier on the afternoon of June 7th, the cycle started at Midnight on the morning of June 6th, the bill date. Consistent with UScellular's Terms and Conditions and standard billing practices, service charges are not prorated when a line is disconnected or ported out after a new billing cycle has begun. Because the line remained active in the new billing cycle and was subsequently transferred after the cycle started, the monthly service charges for that billing period were correctly assessed. After reviewing the account, we have determined that the charges on the June 6th bill are valid and accurate.
While we understand Ms. REMOVEDconcerns with being billed for a full monthly cycle after transferring service, the charges were applied in accordance with UScellular's established billing policies. Which is also the industry standard.Therefore, no adjustment, refund, or credit is due.
We appreciate Ms. REMOVEDbringing this matter to our attention and have confirmed that the account was billed appropriately. 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, REMOVED
Customer Answer
Date: 08/31/2026

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:08/24/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had issues with another carrier and went to US cellular for resolution. I made it very clear that we could change our minds and not to send our devices off yet. I mentioned it to the store manager and REMOVEDfrom the beginning. The service ended up being terrible just after a day and a half so I called the store and advised I would be back to pick up our devices as we will not be continuing service. They said okay they will be here on that same Friday which was 3 days later. Friday comes, I go to pick them up and they said they shipped them off days prior which I was very confused as I was told they were still in store and would be held for us in the back all for that to be a lie and they were shipped anyway. I wanted services cancelled immediately and devices returned and was told it would be looked into and told it was too late and here we are practically a year later, still nothing has been done. This should have been dealt with a long time ago and now I owe us cellar money and also the previous carrier after they fixed the issue and had me come back but now do the sREMOVEDup by US. Cellular I owe $6k!! This is beyond ridiculous! Even tho they are at mobile now, Im sure this will still not be resolved and everything will continue to be a mess!
Business Response
Date: 08/25/2026
August 25, 2026

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

Re: Complaint Number: 25195855
Customers Name: REMOVED
REMOVEDAccount Number: N/A

Thank you for contacting UScellular. We are in receipt of Ms. REMOVEDcorrespondence. Ms. REMOVEDstates that she had issues with another carrier and went to UScellular for resolution. Ms. REMOVEDtraded her devices from the carrier that she had issues with, in order to start service with REMOVED. REMOVEDclaims that service was terrible and she went back into the store to return the phones she purchased from UScellular and retrieve her old phones from the previous carrier. Due to a mishap with a phone being traded in she was unable to get her old phones back.

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:08/18/2026
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an account with them years ago and closed my account in REMOVED. All of a sudden in the last year I have a collections hitting my credit for $319. I have called them more than once to understand what this charge is actually for and why I have it but they stated that the account is closed so they have nothing. I would really appreciate some answers as this is getting out of hand.
Business Response
Date: 08/18/2026

8/18/2026

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

Re: Complaint Number: 25154052
Customers Name: REMOVED
REMOVEDAccount Number: N/A

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Terrys correspondence. REMOVEDreached out to us with concerns about a closed UScellular account that is now with a collection agency.

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

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

Sincerely,

REMOVEDC
Customer Service Support Team
REMOVED
Initial Complaint
Date:08/03/2026
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.
My account was set up on autopay. I got an email saying my payment was scheduled. The next thing I know, my account was canceled. After finally getting a hold of someone at customer service, I was told that I only owed $124.89 as the final payment for my iPad after which the device will be paid in full. Please check the recorded phone call from 7/13 where the agent confirms multiple times that my payment of $124.89 was my final payment on my iPad and that I would owe nothing else after that.I will not be paying anything further to UScellular and I expect this balance of $624.45 to be completely dissolved.This will go to the Attorney General if not resolved in the first reply to this complaint. Im tired of going back and forth with this company.Thank you!
Business Response
Date: 08/04/2026
August 4, 2026

Better Business Bureau of Chicago
Attention:BBB Customer Relations Advocate
REMOVED2006
REMOVED,IL 60611

Re:Complaint Number: 25053810
Customers Name: REMOVEDBjorling
U.S.Cellular Account Number:  N/A

Thank you for contacting UScellular regarding the account referenced above.Correspondence from REMOVEDhas been received. Mr. REMOVEDis disputing the balance of his Final Bill.

Upon review of Mr. REMOVEDconcerns, it has been determined that the required verificationspecifically, the account number or a mobile number listed on the accountwas not included in the initial submission. In accordance with USCellulars commitment to safeguarding customer information, this verification is necessary to proceed.

To facilitate further review,Mr. REMOVEDis advised to resubmit the complaint with the requested account details or contact our REMOVEDTeam by calling REMOVED.We are certain Mr. REMOVEDconcerns can be resolved by contacting our REMOVEDTeam. If Mr. REMOVEDprefers to submit a new complaint, we will be glad to address his concerns. Appreciation is extended for the opportunity to assist, and regret is expressed for any inconvenience experienced during this process.

Sincerely,
REMOVED.
REMOVEDSupport Team
REMOVED
Customer Answer
Date: 08/04/2026

Complaint: 25053810

My account number is REMOVED. If you review the latest call from June 13th that I made to UScellular customer service, you will hear that I was told multiple times and confirmed multiple times that the payment I submitted would be my final bill and I would no longer owe a balance on my iPad Thank you for your assistance.

Sincerely,

REMOVED
Business Response
Date: 08/04/2026
August 4, 2026

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

Re: Complaint Number: 25053810
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, stating he was told on June 13, 2026, that the payment he made that day was his final payment. Mr. REMOVEDis disputing the balance of his final bill.

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.

We have reviewed Mr. REMOVEDaccount and see that Mr. REMOVEDstill owed $499.56 as payoff on his tablet.Wrong information was given and we have adjusted the $499.56 due to the misinformation given. Mr. REMOVEDwill receive a bill showing a balance of $0.0. We apologize for the misinformation given and have made this right for Mr. REMOVED

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,

REMOVEDT
Customer Service Support Team
REMOVED
Initial Complaint
Date:07/29/2026
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.
When U.S. Cellular was bought out by REMOVED, I had a credit balance of just over $133 on my U.S. Cellular pREMOVEDaid account that I want refunded to me. I have spoken with U.S. Cellular's pre-paid REMOVEDabout this multiple times. The first time, they told me that there could be a credit balance that would eventually move from U.S. Cellular to my pre-paid REMOVEDaccount. The second time I spoke to U.S. Cellular's pREMOVEDaid REMOVEDthree weeks ago, I requested a refund check instead, since I seriously doubt that the credit balance will transfer over to REMOVED. At that time, the REMOVEDtook my address and other contact information and opened a case for a refund check. I never received any refund check, so I called again today. The first REMOVEDI spoke with today said that when you pre-pay on a U.S. Cellular account and then leave U.S. Cellular, you forfeit the amount you pREMOVEDaid. Well, since I did not voluntarily leave U.S. Cellular, i had no choice because REMOVEDbought them out. So today, I then insisted on talking to a supervisor, who went back to story #1, that I should watch my REMOVEDpREMOVEDaid account in the months ahead and look for the credit and call them back if I never see the credit. That means that if I leave REMOVEDand go to REMOVED, I will have no opportunity to get my $133 back. And I might do that, because REMOVEDhas horrible customer service. All I want isnthe $133 i had pREMOVEDaid to U.S. Cellular, and it seems to me they are trying to get out of getting those funds back to a customer. I cannot imagine I am the only former U.S. Cellular customer who is frustrated because an amount they pREMOVEDaid U.S. Cellular is being held by U.S. Cellular and I have zero confidence that they will transfer the credit balance to REMOVED- ever. This is a terrible way to conduct business, especially because the buyout of U.S. Cellar by REMOVEDwas entirely out of my control! All I want is the credit balance at U.S. Cellular refunded to me in check.
Business Response
Date: 07/29/2026
July 29, 2026

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

Re: Complaint Number: 24994964
Customers Name: REMOVED
U.S. REMOVEDAccount Number: REMOVED

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

We received the complaint submitted by REMOVEDregarding the remaining credit balance on a former U.S. Cellular prepaid account. The customer REMOVEDthat following the transition of U.S. Cellular customers to T-Mobile, they expected to receive a refund of approximately $133 that remained on their prepaid account. The customer advises that they contacted U.S. REMOVEDon multiple occasions regarding the balance and requested a refund check. As resolution, the customer is requesting that U.S. REMOVEDissue a refund for the remaining prepaid account balance.

We have reviewed REMOVEDcomplaint.

Our review confirmed that the customer's account was a prepaid account. Prepaid services operate differently from postpaid services in that funds are added to the account in advance to purchase wireless service.Per the applicable prepaid terms and conditions, prepaid account balances are non-refundable. This information is available on our website at REMOVED.

We also confirmed that this policy was previously discussed with the customer during prior contacts with U.S. REMOVED. While we understand the customer's concerns and regret any confusion that may have resulted from previous conversations, our review found that no refund is due for the prepaid account balance.

Account Status:
The prepaid account does not have an outstanding balance due.
No refund is available for the remaining prepaid account balance in accordance with the prepaid terms and conditions.
No early termination fee was assessed.

We recognize that this outcome may be disappointing to the customer. However, after careful review, U.S. Cellular must respectfully maintain its position that prepaid account balances are not eligible for refund. Therefore, we are unable to provide the requested refund.

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

Sincerely,

REMOVEDC
Customer Service Support Team
U.S. REMOVED
Initial Complaint
Date:07/29/2026
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.
In late December 2025, I paid $300 plus tax for the 12-month pre-paid plan through US Cellular. US Cellular was bought out by REMOVEDin early 2026. I received emails and texts from US Cellular saying my number would be disconnected the end of May. I used 5 of the 12 months of service = I had $180 plus taxes credit at US Cellular. We contacted US Cellular many times, via customer service and in-store (twice), to see how to get the credit. The US Cellular store in REMOVEDsaid a check would be mailed for the remaining credit. I never received a check. Then the store told me to wait until the end of May because they were receiving new info constantly and they didn't know how to handle changing prepaids from us cellular to T-Mobile. I called customer service, they said the remaining balance with US Cellular would transfer to T-Mobile as long as I maintain my same phone number (which I have). At the US Cellular/now T-Mobile store in REMOVED, REMOVEDthey opened a T-Mobile prepaid account for me, and said the remaining funds from US Cellular would transfer to T-Mobile within 40 days. I called back after the 40 days; they said it's now taking 50 days. Today is day 59. I went to the T-Mobile store, they called customer service's retail support line (RSL), who basically said to just keep waiting. My billing cycle starts in 2 days, and the credit still hasn't come over. They said if it's not transferred from US Cellular by tomorrow and I don't pay out of pocket for another month; my line will be disconnected. This obviously is wrong; we've spent so many hours and frustration because of the US Cellular merge and unhelpful T-Mobile support folks. If the $180+tax isn't credited to my T-Mobile account by tomorrow (7/24/26), please send me a check for the $180 plus tax (about $190) that remained with US Cellular.
Business Response
Date: 08/04/2026
August 4th, 2026

Better Business Bureau of REMOVED
Attention: BBB Customer Relations Advocate
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 REMOVEDWipperfurths complaint in which they state they paid $300.00 in December 2025 towards a 12-month prepaid plan. REMOVEDthat they were receiving communications about the changes coming up after the sale with our company. REMOVEDthat they ported their service out to T-Mobile in May. REMOVEDthen states that they had many months left from the prepayment and was advised that they would be receiving a credit towards their T-Mobile account from this. REMOVEDstates that they have not seen the credit applied nor have they received further communication about what to expect.

We can understand the frustration when not receiving a credit that has been expected. We apologize for any confusion or inconvenience this may have caused REMOVED.

After reviewing REMOVEDWipperfurths account, we show that the $300.00 payment was made in December 2025 as stated. We show a payment for the 12 months was first applied on December 20th, shortly after the payment was made. REMOVEDfinal monthly payment processed in May. This would leave $150.00 for the remaining months. The credit did not show as processed over to the new account with T-Mobile simply because this plan was set up to pay for the full year up front and did not leave a credit balance. The end date was only changed to show when the next payment would be needed. We have reached out to our T-Mobile transition team and were able to ensure the credit for $150.00 would be applied to REMOVEDWipperfurths account within the next week. We ask that REMOVEDkeep an eye on billing for this credit and if there are any questions, please contact T-Mobile REMOVEDas they will have record of this.

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

Sincerely,

Customer Service Support Team
U.S. REMOVED
Customer Answer
Date: 08/04/2026
Complaint: 25082119

I am rejecting this response because I'd like to ensure the credit posts/appears before accepting the response.

Sincerely,

REMOVED
Business Response
Date: 08/05/2026
August 5, 2026
Better Business Bureau of REMOVED
Attention:BBB Customer Relations Advocate
REMOVED

Re:Complaint Number: 25082119
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 a credit being applied to their account which is now active with T-Mobile with a request that the credit be applied before they accept the previous resolution. 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, Ms. REMOVEDwas informed, August 4th,2026, that we have reached out to our T-Mobile transition team and were able to ensure the credit for $150.00 would be applied to Ms. REMOVEDaccount within the next week. Since the account is now active with T-Mobile, they would be the ones who will issue the credit and have it applied to their account.
For any additional questions or further assistance please contact T-Mobile 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
REMOVEDSupport Team REMOVED
REMOVEDnow a part of T-Mobile
Customer Answer
Date: 08/05/2026
Better Business Bureau:

This is in regard to complaint #REMOVED. I logged into my account and see the credit has been applied. Please thank US Cellular and close the complaint. Thank you.
Sincerely,

REMOVED
Initial Complaint
Date:07/27/2026
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.
On May 20, 2026, my US Cellular phone lines stopped working. I called US Cellular, was told that my 24+ year account had been migrated to T-Mobile, and I should visit the T-Mobile store in REMOVEDOn May 22, 2026, I spent 3.5 hrs at the T-Mobile store. The representative told me that, except for one device, our phones were incompatible with the T-Mobile network. This representative talked with REMOVEDand set up 5 new phones of which i paid over $800 taxes on. A few days later I returned to the store for set up of two of the phones and spent almost 4.5 hours while they worked on them and the account.Said and done, i was told that although the replacement phones themselves were provided at no cost over 24 mos contract, I had to pay $800 in sales tax to REMOVEDJune 2026 i called us cellular to assure there was no money owed back to my cc and they informed me that they were returning $345 to tmobile on my account and closing it. At which time I began directly dealing with tmobile through app. On July 25, 2026, I received a collection notice from US Cellular REMOVEDstating that I owed $990.94, plus a $10 late fee. Per USCellular, they would have to mail me details, or i could pay over the phone, part was phone charges, part bill. I refused. They said to call Tmobile as they should have made payment to them. TMobile called 7/25/26 at 5pm. They showed my account received from REMOVEDfully may 21, any credits on account transferred to them at that time, i should owe no pmts to us cellular post that date. But couldn't clear US Cellular dispute?Us Cellular said they would mail a detailed bill. REMOVEDsaid they wouldn't have gotten a payment on my account from REMOVEDif money was owed. No one can view each others information. I was tossed to tmobile by uscellular with phones that worked well until that time, it cost me $800 in taxes and a bill that will be the same. Now $1000.94 2 mos later.
Business Response
Date: 07/28/2026
BBB REMOVED

July 28, 2026

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

Re: Complaint Number: 25090138
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. REMOVEDrequest to billing adjustment in the amount of $1000.94. Appreciation is extended for the opportunity to address this matter.

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

Based on the information available our records show the May billing statement printed before service was cancelled. All charges incurred before cancelation is due and a correct charge. The REMOVEDbilling statement is the remaining installments for the phones that have not been paid off. On July 25th, Ms. REMOVEDcontacted Customer Support, and we reviewed the account and offered a courtesy credit of $150.00 due to the changeover to T-Mobile which Ms. REMOVEDaccepted.

Based on these findings, we find no credit to be due to Ms.REMOVEDand wish to assure her that all remaining charges are correct.

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,

April S.
Customer Service Support Team
REMOVEDpart of T-Mobile
Customer Answer
Date: 07/28/2026

Complaint: 25090138

I am rejecting this response because:
It is untrue that I accepted a reduction of $150. I told them I wanted to contest all charges and suspend further late fees being added until we resolved the issue. They told me I would have to do that through TMobile. I called TMobile, which informed me that my account was migrated from US Cellular on May 21, and that with that US Cellular extended them a fowarded credit of $345 they had in excess of what I owed their company. They told me that with that my business was completely transferred to them with no money owed to US Cellular in the future, all further business with REMOVEDper their agreement with US Cellular. They were reaching out to US Cellular for further information however agreed that this was suspicious and indicated I should proceed with my inquiry to the better business bureau. I also asked US Cellular to give me a place with which I could go to discuss my account and they gave me the TMobile address in REMOVEDor an Illinois Address. I am thoroughly confused by this situation. US Cellular ended my service-told me I would have to go to TMobile. I did what I was directed to do. TMobile told me my devices from REMOVEDwould not work on their network, so I obtained 5 new phones (Of different value) and gave them the devices from REMOVED. I paid the taxes. Paid all charges and fees. And as of 7/26/26 was paid in full for all services, devices, etc. per REMOVEDRepresentative.
This screams fraud, scam, racket. They terminated online access to the account I once I had with US Cellular. They sent a letter without a breakdown of charges for a lump sum no explanation but a phone number to call. I called the number and reached an offshore representative who told me I could not regain access to my US Cellular account online becuase there was no uscellular account-it was sold to REMOVED. I asked if they could see the information and email me a bill or fax me a bill with breakdown of charges and they reported it was sent to REMOVEDand they could not see it. They reported they could look on the back side and mail me through standard mail something, however it could mean more late fees as it could take time. I asked for an onshore US Cellular Manager and was told there was no onshore (In the US account manager that I could speak with). As a 30-year Director of REMOVEDin the county in which I live here in REMOVED, I have never seen a bigger mess than the transition of US Cellular to TMobile, people complaining, total loss of service, incredible bills--and I am a member of this population. Not only was my entire communication ability dumped by US Cellular without notice other than "we have sold to TMobile" in the media early last Spring 2026---they are now trying to profit from the transition even further at a personal level.
I need the BBBs help getting to the bottom of this, as US Cellular points me to REMOVEDas my new provider-yet wants $1000 and REMOVEDreports they are my provider of 24+ years (as they purchased the accounts from REMOVEDand my charges are paid in full and cannot help me with this statement of owed dollars to US Cellular because they have no record of such charges. Two different messages. Please help me resolve this, get to the bottom of this and perhaps my story/complaint will help many others who are probably facing the same issue. I have not gone to social media with this but can try to find others who will join in this complaint.
I have recorded dates and times of these calls and have asked for a reference numbers for the calls, neither provider offers reference numbers. But I will sign a release for whatever is needed for you to see the account documents, I REMOVEDwould like to see anything US Cellular has, I can see TMobiles, which reflects exactly what they are telling me. US Cellular reports accounts closed and all information sent to REMOVED, REMOVEDreports they have incoming documents and can see i have been a 24+ year customer in good standing and a credit for overpayment to US Cellular was forwarded with my account. I believe this, can see it in TMobile documents and fully believe that US Cellular is trying to falsely collect money from me that they are not owed.
Respectfully and Appreciative of Your Help,
REMOVED-REMOVED

Business Response
Date: 07/30/2026
July 30, 2026

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

Re: Complaint Number: 25090138
Customer's Name: REMOVED-REMOVED

We appreciate the opportunity to respond to Ms. REMOVEDconcerns and sincerely apologize for the inconvenience and frustration caused by receiving a bill that you did not expect.

After a thorough review of the account, we have determined that the charges in question are valid. Our records indicate that the account was voluntarily ported to T-Mobile,which resulted in the cancellation of the UScellular account. When an account is voluntarily canceled through a port-out, any remaining device installment balances immediately accelerate and become due on the next bill.

Had the account remained active through the transition process, it would have been eligible for the automatic migration program that allowed device installment agreements to transfer to T-Mobile. Because the account was canceled as a result of the port-out prior to completing that transition, the remaining device balances became due under the terms of the installment agreements.

Based on our review, our position remains unchanged. The outstanding balance reflects valid charges for devices that were purchased through UScellular prior to the transition to T-Mobile, and the amount remains owed.

We understand this may not be the outcome Ms. REMOVEDwas hoping for; however, we hope this explanation clarifies why the balance was assessed. Thank you for bringing your concerns to our attention. Have a pleasant day!

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
  | REMOVED. | Customer Service Support Team | REMOVED
---------------------------------------------------------------------------------------------------------------------------------------------------------------------

Customer Answer
Date: 07/31/2026

Complaint: 25090138

I am rejecting this response because: my phone quit working and when I called us cellular I was directed to TMobile for further service, with regard to voluntarily porting the numbers, tmobile worked with me to do this in store and noted that there would be no phone charges. They continue to report that my account was fully migrated and I have been a loyal in good standing customer of their company for 24+ years. Us cellular ended all ability to help me with phones not working on the new mobile service, sent me there and now is calling it my choice to leave their company. It was my choice to continue to have phones for myself, my children and my disabled parent that work. This is completely ridiculous, they terminated my account access can not send me records, T-Mobile records reflect I owe nothing. Tmobile owns my account, same phone numbers I have had for 24, 18 and 4 years. There are no us cellular live agents, only the offshore individual calling with amounts due. I dont even recognize the company name listed on this dispute. I implore BBB to take a look at these nefarious business practices. How many individuals were told "we cant help you, you now have to work with REMOVEDyou go to tmobile they tell u you have to have new phones but no cost, you have to pay $800 in taxes for devices to replace devices that worked until the transition began, and now when the account is 100% owned by REMOVED, which says they bought my 24 yrs service and tell me I owe nothing,
I am being pursued for $1000 from another named company on behalf of the old uscellular, new tmobile. And tmobile has the phones that old us cellular/named company claims to own, they took them from me. Its a crazy mess.
I am completely willing to abandon all agreements return the devices I've had two months and move to a completely independent company. Give me my phone numbers and let me walk away from this mess, or someone reimburse me the $50 per hour I lost in pto to sit in tmobile for over 8 hours from start to finish and now this for 2 hours.
I need help and direction and am willing to pay an attorney if I am directed to the kind I need. please advise.

Sincerely,

REMOVED-REMOVED
Initial Complaint
Date:07/17/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer REMOVEDfor many years and now understand they are under T-Mobile. I have decided to switch to REMOVEDbecause they have a program for switching customers to upgrade my account by knocking down expenses based off what I have paid US Cellular, but REMOVEDrequests an itemized bill from US Cellular/T-Mobile to do this. I have tried to get this address in-person at REMOVEDT-Mobile store where they said they would mail me an itemized bill within a mail. It has been over a month so I tried again by calling T-Mobile automatic REMOVEDbut it doesn't direct you to a person and it is for anyone who is a current customer. I tried to get support from REMOVEDManager named REMOVEDin REMOVEDNH store who called T-Mobile and spoke with them and they said they send the bill to him, but they haven't done that either. I have until the end of the month to get this address. I worry T-Mobile will send me a bill for next month when I am trying to switch my phone over to REMOVED. I need help in getting this issue resolved.
Business Response
Date: 07/21/2026
July 21, 2026

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

Re: Complaint Number: 25056271
Customer's Name: REMOVED

Thank you for contacting US cellular,now a part of T-Mobile. We are in receipt of REMOVEDcomplaint regarding the difficulty in obtaining an itemized bill. My name is REMOVEDand I appreciate the opportunity to review this matter.

We sincerely apologize for the inconvenience caused by not receiving the itemized bill in a timely manner.We understand how important this document is and regret any frustration or delay this may have caused.

To obtain a copy of billing statements, REMOVEDcan download the T-Life application and access his account there. Through the app, REMOVEDcan download copies of the current T-Mobile bills as well as past US Cellular bills. These documents can then be provided to REMOVEDfor records or verification needs.

We appreciate REMOVEDand understanding. If additional need assistance accessing bills through the T-Life app, we ask that REMOVEDreach out to T-Mobile Customer Support and we'll be happy to help.

Thank you.

Sincerely,
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
| REMOVED. | Customer Service Support Team | REMOVED
---------------------------------------------------------------------------------------------------------------------------------------------------------------------
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

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.

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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