Business Profile

Wireless

UScellular

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Complaints

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

Customer Complaints Summary

841 total complaints in the last 3 years.
273 complaints closed in the last 12 months.

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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:07/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried to cancel the device protection on 3 devices. They want to record information that is a security violation. They are not doing what the customer wants, and they take a chance on my information being stolen. **************** my information and then does not do what is asked to do. I asked for supervisor- ****, he states that I have to have my pin number recorded again. I ask to speak with a manager, and he tells me they don't take calls. Finally, I give enough frustration, and he transfers me to *********** who says he is a manager. *********** says he cannot remove the device protections without me being recorded again along with my pin. I tell him that is another security concern. I get transferred to ***** in account retention and I start with her, and I am hung up on.
Business Response
Date: 07/21/2025
July 21, 2025
Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
*******************************************************
*****************

Re: Complaint Number: 23624191
Customers Name: ***** *******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of ***** Zehrungs complaint which states that removing device protection from 4 of their lines has not been successful because they do not wish to complete the Record on Demand procedure due to feeling like it is a security risk.

Upon review, I am seeing several conversations had with our customer over this issue. We take our customers security seriously and must adhere to our policies when handling customer information. Our Record on Demand policy shows: To comply with the Contract Documents Policy associates are required to record the customers approval to when modifying or removing Device Protection+ on an existing account. This means that when speaking to the customer over the phone, we cannot remove or change the device protection without completing this recording. We can walk the customer through removing on their own through their My Account, or our customer can have the device protection removed in any of our stores.

After review of the facts in this case, we are going to apply a one-time credit of $44.97 for one month credit for the cost of Device Protection plans remaining on three lines.Please keep in mind this is a one-time credit to account for the time taken to resolve this complaint. The Device Protection remains on the lines at this time and will only be removed by following one of the above options.

We would like to apologize for any misunderstandings and additional time taken to resolve this issue. We also would like to thank ***** ******* for allowing us to review this information to make a final decision. We would like to ask that if our customer has any further questions that they dial 611 from their cell phone or *************. We hope that you have a pleasant week!

Sincerely,

****** *.
Customer Service Support Team
**********************
Initial Complaint
Date:07/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I get home internet service from them because its easier and faster than wait for a fiber service to come to my house to installed, so I got charge $50+ due at contract I received the device and it was ready to go a few days ago the service started to get slow so today I contacted customer service to let them know whats going on and they told me that my unlimited service has a limit of 600gb of priority speed after that will get slower (something that wasnt discussed when hired) so I was like I dont like that and want to cancel the service an boom if I want to cancel I have to pay them $340 for the remaining balance on the device something that i never agreed to buy as soon as I cancel the service the device will be returned due that I dont have any other use for it because Im guessing only works with theyre SIM cards
Business Response
Date: 07/24/2025
July 24, 2025

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

Re: Complaint Number: 23622719
Customers Name: ******** ********
********************** Account Number: N/A

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Mr. ********* correspondence, and we understand that Mr. ******** is upset that his home internet service has a limit of 600GB, and his internet has slowed. Mr. ******** is requesting he be let out of his contract without having to pay off the equipment.

We have reviewed Mr. ********* account and see that he has the Home Internet Everywhere Advanced plan which includes 600GB of ********************** and is slowed to 2 Mbps after that. There are never any overage charges on this plan. If Mr. ******** finds he needs more priority data, there is a 100GB add on data bucket for $10.00 that can be added on. This information can be found on our website in the description of our plans.

Further review shows that the router that was purchased, was purchased on installments and is split into 36 installments of $9.72 each. We do have a 15-day trial period where if not satisfied for any reason you may return the equipment and cancel with only owing for services used. Mr. ******** started service with us on 6/21/2025. He is outside of the trial period and normal process for cancellation would apply and the cost of the router would be due.

If Mr. ******** no longer wishes to continue service with us, he may contact our cancellation team at ************. He would need to pay off the equipment.

Sincerely,

****** T
Customer Service Support Team
**********************
Customer Answer
Date: 07/25/2025

Complaint: 23622719

I am rejecting this response because:
Im not accepting to pay for the device because Im not keeping it it would be returned at the time of cancellation theres no other use for it, with another company, its not a cellphone so theres no other functions other than providing internet so why I would pay for something that its yours, or explain me how you guys will provide de service without accepting purchasing the device
Sincerely,

******** ********
Business Response
Date: 07/28/2025
July 28th, 2025

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

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

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Mr. ********* rebuttal complaint in which he states that he does not accept the payment that is needed for the device financing. Mr. ******** states he would be returning the device upon cancelling, as he has no use for it with the new company.

We can understand ************ frustration with the provided information regarding cancellation of service. However, as we stated previously, there is only a 15-day service guarantee which provides the option to return/exchange any devices. Mr. ******** is outside of this window and if cancellation is ultimately what Mr. ******** chooses to do, we cannot accept the device back as he would owe the remainder of his financing agreement towards said device. As also previously states, We have reviewed Mr. ********* account and see that he has the Home Internet Everywhere Advanced plan which includes 600GB of ********************** and is slowed to 2 Mbps after that. There are never any overage charges on this plan.If Mr. ******** finds he needs more priority data, there is a 100GB add on data bucket for $10.00 that can be added on. This information can be found on our website in the description of our plans.

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

Sincerely,

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

Customer Answer
Date: 07/29/2025

Complaint: 23622719

I am rejecting this response because:
I dont agree to pay for the device that belongs to you if you tell me I can use it with another provider well that change the whole situation but as I can imagine its lock to be use with only your carrier meaning ITS YOURS an dont see the reason to pay for something that isnt mine so please tell me where to drop it off, I AGREE to pay for the monthly services provided but nothing else such a device, the device its still as brand new condition because has been use for 1 single month
Sincerely,

******** ********
Initial Complaint
Date:07/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2 hours and 14 min on the phone and this experience was not hassle free or no jumping through hoops as the email stated.I received an email and a text message that I could upgrade my device and receive $950 off without a plan change.I called customer service the same day I received the communications. The first call was 14 min and the *** confirmed the promotion. She transferred me to telesales and that call lasted 31 min. Towards the end, the *** shared I would need to change my plan. I explained the comms I received explicitly stated I did not need to change my plan. The *** said I would need to, so I decided not to upgrade.I called again and todays call lasted 1 hour and 30 mins. Between sharing my story again, system errors, including a message I would need to change my plan, the *** said there was a work around. I asked if there could be something done to accommodate for my nearly 2 hour time for the ordeal. The *** stated she could waive my 2 activation fees. These activation fees were not mentioned in any of the calls, until this one.I said that would be great and I was also looking for an additional compensation as I felt the wool was pulled over my eyes with the marketing messages and if I didnt keep advocating for the targeting promo, I wouldnt have received it. She said she could credit $25. I asked if anything else could be done and she transferred me to a supervisor. The supervisor heard my story, said sorry and transferred me back to telesales. I had no idea she was transferring back, as I thought she was simply researching something, and we didnt discuss credits. ********* said they could only waive the activation fees, and if I was looking for further credit, I would need to be transferred back to a supervisor then back to telesales to finish the upgrades. I opted to end the call. This whole experience was beyond maddening. I am requesting the promo be honored, activation fees waived and for a credit of at least $100.
Business Response
Date: 07/22/2025
July 22,2025

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

Re: Complaint Number: 23622628
0Customers Name: **** *******
UScellular Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******** complaint in which she is seeking a credit for the device activation fees, $25 credit we offered and a $100.00 credit for the time spent on upgrading her device.

I am truly sorry for any frustration Ms. ******* experienced from this situation. I understand how important it is to be billed for the correct plan and the process be handled in timely manner. My name is April, and I appreciate the opportunity to assist Ms. ************************** review of the account, I see Ms. ******* contacted UScellular on July 17th to take advantage of an offer for an upgraded, Ms. ******* as told that the plan had to be changed, but Ms. ******* stated that it does not require to be changed. The plan being changed was not a requirement and the plan was not changed, I apologize for the misinformation provided.

Due to the time to process the upgraded, we did offer to waive the device activation fee for each line upgraded and offered a credit of $25.00. We have credit the $30.00 device activation fee for two lines, and with the $25.00 credit, thats a total credit of $85.00. I can offer an additional credit of $15.00 bringing the total credit to $100.00

Ultimately, we have completed the upgraded for Ms. ******* and she has kept the same plan, and have made an offer of a total credit of $85.00 which was accepted, and I offered an additional $15.00 credit for a total of $100.00. If Ms. ******* would like to accept the additional credit for $15.00, she may contact Customer Support. An additional credit of $100.00 on top of what we have offered will not be able to be applied to the account.

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

Sincerely,
April S
Customer Service Support Team
**********************

Customer Answer
Date: 07/23/2025

Complaint: 23622628

I am rejecting this response because:
Can you provide clarification for the below statement? Was my upgrade completed? I didnt sign an agreement, so am confused about the first sentence.
Also, can you provide clarity on if a credit of $85 has already been issued to my account?
Thank you
Ultimately, we have completed the upgraded for Ms. ******* and she has kept the same plan, and have made an offer of a total credit of $85.00 which was accepted, and I offered an additional $15.00 credit for a total of $100.00.

Sincerely,

**** *******
Business Response
Date: 07/24/2025
July 24,2025
Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
**********************************************************************************************

Re: Complaint Number: 23622628
0Customers Name: **** *******
US Cellular Account Number: *********

Ms. ******** thank you for contacting US Cellular in reference to the above account. My name is ******, and I would like to confirm that your lines have not been upgraded, and you did not sign any new contract. Our Telesales Representative did offer to waive two activation fees, $30.00 each, and offered an additional $25.00 credit as a courtesy. ************************* did not complete the upgrades the $60.00 for the activation fees were never billed to their account and a credit was not issued. ****************** complete the two upgrades,US Cellular will honor the request and waive two activation fees. Ms. ******** I have issued a onetime $50.00 courtesy credit, in place of the $25.00 that was originally offered, for the misinformation provided about the upgrades on the account.

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

Sincerely,
****** *.
**************** Support Team
**********************

Customer Answer
Date: 07/25/2025

Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This problem stared just two months after I got my i telnet on April. They told me I was getting the best router and everything was fine until may when I got this disconnections and can not stream on my tv things got worse when in June my mom was here she couldn't get to see the tv or even make a secure connection with family members on WhatsApp. When I call they told me I had to pay more since my internet only had 300 mg and I said that I sing up for fast realyable internet for ***** I was so frustrated that I was not so polite but the answer given to me was that I could do anything that I want but that if I wanted the internet to work properly I had to pay 10 dollars more. So I let it go thinking that my mom was going to be here just for a week more. The month passed with the same difficulties and even after I was bill for July so yesterday July 15 whent to the store and try to give their modem and all equipment back and was told that I was going to have to pay for it since the warranty had expired and I said that I would not pay anything because of all the issues and the way I was treated by customer service. And to make things worse I was charge more than I told they always have an excuse for that but the truth is way too bad for customers. After the girl that was attending me even when I ask for the manager who was there chatting whit her never ever crossed a word with me that make me feel like I'm not appreciated **** if he was doing me a favor anyways after I said that this was like the second time I spent more than an hour with them trying to solve this problem they told me that I was been upgraded to more high speed internet and instead of the 300 mg I was getting 900 and it was going to solve the problem come back to my apartment just to find out it was all the same it works for some time and then the wifi is off.
Business Response
Date: 07/17/2025
July 17, 2025

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

Re: Complaint Number: 23608593
Customers Name: **** Abarca *****
********************** Account Number: *********

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

We are in receipt of Mr. ***** complaint stating that his internet service has not worked properly since two months after he started service. He ********************** certain applications were not working and he was not able to even watch TV. He goes on to state that when he called customer service they were not helpful and told him he would need to change to a different plan for $10 more per month to resolve the issue. Mr.***** ********************** that after all attempts to resolve the issue failed he wants to return the equipment, terminate the service and owe nothing.

We have reviewed Mr. ***** account and find that he began **************** with UScellular April 1, 2025 on a promotional plan for bundling his prepaid phone service with an internet account. Mr. ***** called in regarding his internet bill on May 15 and was advised that to get the promotional rate he would need to set up automatic payments. Our customer service representative assisted him in setting up an online account and automatic payments.

May 30, 2025 Mr. ***** called to see why we showed his bill as past due when he just set up autopayment and he was reminded that it could take a full bill cycle before the auto-pay took effect.

We next heard from ************** 25, 2025 when he stated his internet was not working at which time he was told it was because he already exceeded the 300 GB plan that he signed up for and he could increase the plan for an additional $10.

On July 15, 2025 Mr. ***** went into one of our retail locations stating he wanted to return the equipment and cancel the internet account. Mr. ***** was already outside the 15-day guarantee to return the equipment. The store manager noted that he upgraded Mr. ***** from 300 GB to 900 GB at no additional charge and believed this should resolve the issue Mr. ***** was having.

At this time if the internet is still not functioning properly, we would ask Mr. ***** to call and speak with us so that we can do the appropriate troubleshooting to resolve any issues that may remain. ******************************* can be reached at ************* from 7 am to 10 pm CST.
Sincerely,

******** *.
Customer Service Support Team
**********************
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May of 2025 my brother was in the hospital. I was helping him pay his bills while in the hospital. I paid US Cellular $40 some odd dollars by check at an in store visit. I did not find out until after the account was credited that there was a bucket amount in his account already. My brother has since passed away and I have been trying to close his prepaid account with ********************** and get a refund of the $202 extra he had in his account before he passed away. I have been to two different stores and have made umpteen phone calls to three different numbers. I have been hung up on by costumer service, and have been told so many untruths I dont even know where to begin. The last lie I was told on June 10, 2025 at the corporate store on *********** in ********* was that a case had been started and I had to wait and see for that outcome. Nobody in either store I visited could give name a straight answer as to how to close this account and receive a refund. Today, June 15, I called costumer service and they told me there is no case started. And since there has been no activity on the account since December of 2024 there is no refund. That is an out and out lie. I personally went into the store and added $43 to his account while he was in the hospital. What kind of company does not refund extra money that does not belong to them. I find it funny after four visits to two different stores and five customer service phone calls, where nobody knew how to handle this, all of a sudden the solution they came up with is they are just going to let the account ride out and use up all the extra money it. The most ironic part of this is, he has an email on his phone from US Cellular telling him he needs to add more money to his account. I am making it my personal mission to tell everyone I know to get rid of their US Cellular account. providing a service to a dead costumer. Also, the extra amount sin his account is now $169. They are stalling
Business Response
Date: 07/17/2025
July 17, 2025

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

Re: Complaint Number: 23604606
Customers Name: ***** ******
********************** Account Number: unknown

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* request to cancel an account and receive a refund for unused service. Let me begin by expressing my condolences for the loss of her brother. We would like to do all that we can to help. I can certainly understand how frustrating this must be especially on the heels of a death in her family. I am sorry that she has received conflicting information and am anxious to give her a definitive answer.

Because we value the security of our customers information,we require that a customer provide either the account number or the phone number associated with the account. This information can be found on his statement. At this point we do not have a way to even locate the account since she has not given this information. Once we review her account, we can proceed from there to resolve the issue.

Please advise Ms. ****** to resubmit this complaint with her brothers name and the account number or phone number associated with the account. It may be necessary to provide a copy of the death certificate. We look forward to hearing from her.

Sincerely,

******* *.
Customer Service Support Team
**********************
Customer Answer
Date: 07/18/2025

Complaint: 23604606

I am rejecting this response because: The account was not closed and the bucket amount in his account has not been refunded. The account holders name was ****** Luck and his phone number associated with the account is **************. The business did not provide me a link to give them this information.

Sincerely,

***** ******
Business Response
Date: 07/22/2025
July 22, 2025

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

Re: Complaint Number: 23604606
Customers Name: ***** ******
********************** Account Number:
Account Owners Name: ****** Luck

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* complaint in which she states that in May 2025, she paid approximately $40 to my brothers US Cellular prepaid account, unaware it already had a surplus. After his passing, she has been trying to close the account and recover the remaining $202. Despite visiting two stores and making multiple calls, Ive received conflicting information, been hung up on, and told a case was openedonly to later be told it wasnt. Now, US Cellular claims theres no refund due, even though I personally added funds. The balance is down to $169, and they appear to be stalling instead of issuing a refund for unused funds on a deceased customers account.

After reviewing the account, I can confirm there is a credit balance of $169.33.The last recorded payment was $180 in cash on December 17, 2024. While you mentioned making a check payment in-store, please note that prepaid accounts only accept cash, credit/debit cards, or refill cards. You may want to check your bank statement to confirm whether the check was processed.
A case was opened on July 9 to cancel the line and request a refund.The line has been canceled, but unfortunately, the refund request was denied,as prepaid accounts are not eligible for refunds. You can find more details on US Cellular Prepaid Terms and Conditions here: **********************************************************.
I apologize that Ms. ****** was previously given incorrect information about refunds on prepaid accounts.

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

Sincerely,

******* *.
Customer Service Support Team
**********************
Customer Answer
Date: 07/23/2025

Complaint: 23604606

I am rejecting this response because:
By accepting their response makes it sound like the company did not rip off my brother for over $100. I cannot think of a reason why they would not refund an excess of money in his account. I still contend they are keeping money for a service that was not used. I realize there is nothing I can do about this situation except warn everyone on a prepaid phone. Do not use US Cellular and check your prepaid plan to see if the same policy exists for the carrier you may be using.
Sincerely,

***** ******
Initial Complaint
Date:07/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
US Cellular "Unlimited" home Internet is absolutely not unlimited and they should stop the false advertising. We just found out our "unlimited" plan, which we knew already throttles data after 600G a month, actually starts throttling after just 300G in a month. We were just under 500 and our internet was slowed to less than 1 Mbps! That's too slow to even load websites.
Business Response
Date: 07/13/2025
07/13/2025
Better Business Bureau of *******
Attention: BBB Cu*tomer Relation* Advocate
******************************************** 2006&nb*p;
*******, IL 60611

Re: Complaint Number: 23588744
Cu*tomer* Name:&nb*p; ******* ******
U.S. Cellular Account Number: Not Provided

Thank you for contacting U.S. Cellular. We have received the above complaint *tating that Mr. ****** US Cellular * "Unlimited"home Internet i* not unlimited, and we *hould *top the fal*e adverti*ing. Mr. ****** already knew that data throttle* after 600GB* a month, but states it *tarted throttling after ju*t 300GB* in a month. &nb*p;Mr. ****** states they u*ed ju*t under 500 GB* and our internet wa* *lowed to le** than 1 Mbp*! And that'* too *low to even load web*ite*. Mr. ****** did not provide hi* US Cellular phone number, for their internet device, and/or their account number.&nb*p; We were al*o unable to locate an account in Mr.****** * name.

Without being able to review Mr. Blizek* account we cannot confirm their price plan, but we can provide information on US Cellular * internet plan*. Home Internet Everywhere allow* for 300GB of *************** and 1.5mbp* after that.&nb*p; Home Internet Everywhere Advanced (Where Capacity i* Available) allow* for 600GB of *************** and 2mbp* after that, 1TB and up 750kbp*. Home Internet Even Better 5G Plu* allow* 900 GB of *************** and 3Mbp* after that.&nb*p; We would a*k Mr. ****** to contact our *************************** for an account review.

Should Mr. ****** have any further que*tion* or concern*, they may contact our *************************** at **************.

Sincerely,
****** *.
Cu*tomer Service Support Team
U.S. **********************
Initial Complaint
Date:07/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have a discontinued router from U.S. Cellular. It has stopped connecting entirely and our service is unreliable. We called on 7/7/25, spent two hours on the phone and were told to call back on 7/8/25 to get our tracking number for the replacement. We called on 7/8/25 and were told the replacement was in the mail after another hour on the phone. We spoke with another supervisor this evening, on 7/10/25, and were told we could not cancel and that our replacement router would be for the remaining installments. After 2 hours and 36 minutes we were told by tech support that there is no warranty on our router and we can not receive a replacement without another 36 month contract. We have been on the phone for over 5 hours collectively and a resolution has not been met. We cannot cancel, and we cannot get a replacement router, leaving us with no internet while we are still paying for a service we are not receiving.
Business Response
Date: 07/14/2025
July 14th, 2025

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

Re: Complaint Number: 23584543
Customers Name: ****** Corsair
************************** Account Number: *********

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

We are in receipt of the customers complaint in which they state that they have a home internet router that has stopped working, and are not able to get a replacement device.

After reviewing the notes on the account, there are several things that need to be addressed.

First, the customer purchased the device new on June 24, 2023. The device does have a ******** warranty,which has since expired. The customer also has Device Protection to cover the router which can be activated for a $19 deductible.

I do see in the account notes that a representative stated they had authorized an advance exchange, but it had to be approved by Asurion. Notes on the account also indicate that the customer has had difficulty getting this advanced exchange order placed.

I have reviewed this information with my leader, and we agree that we need to send the customer a new router through an advanced exchange as this was promised another leader. I have personally processed the advance exchange order for overnight shipment and the customer should receive it in the next few days depending on how fast the device ships from our warehouse. Please note that upon receipt and activation of the replacement device,there will be a return label to send the old device back to our warehouse.

I apologize for the effort that the customer has had to go through to get their replacement device and hope this helps to resolve their issues. Should there be any further questions,please contact our *************************** at **************.

Sincerely,

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

Customer Answer
Date: 07/14/2025

Better Business Bureau:

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

Sincerely,

****** Corsair
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled service with US Cellular due to ******* buying them out and wanted to take advantage of new promotions with *******. Service was cancelled and found out that ******* does not have service at our house even though their map showed we did. Then had to go to ******* which we are happy with. I have called US cellular before and asked about our final bill and was told we would be getting one in the mail. I had cancelled auto pay. Still had. Or received the bill, so I called again due to them sending me emails that my bill was due and now Im passed due. We have never had a past due bill with them ever after many years with them. When I called I was told what my bill amount was. I asked if I could pay over phone and was told they would charge me $7.00. When I asked why, I was told that is what they charge. I am unable to pay on line due to my account is closed, cant pay on person as they wont accept it due to being a final bill and they want to charge me 7.00 to pay over phone, and they said they can mail the bill to me which I have to wait a week to 10 days. That does not seem legal and I would like this looked into. Now Im past due and no way to pay unless I pay them $7.00.
Business Response
Date: 07/09/2025
July 9, 2025

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

Re: Complaint Number: 23568277
Customers Name: ***** ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. In the complaint Ms. ****** states that she cancelled service to move to a different provider. Ms. ****** states she had called about the final bill and was advised she would receive it in the *******. Leaton states she cancelled autopay. Ms. ****** states that she received e-mails advising that her bill was due and now is past due. Ms. ****** states when she called,she was advised that there would be a $7 fee to make a payment over the phone with a **************** Representative. Ms. ****** states she cannot pay online due to the account is closed and cannot pay in person due to it being a final bill and is going to be charged $7 to pay over the phone. Finally, Ms. ****** states she was advised that we could send her a paper bill, but it would be a week to ********************************************************************************************************** ****** states that her desired resolution is to pay her bill and not be charged to pay it over the phone and not get a past due feel.

We have reviewed Ms. ******* complaint, and we are happy to address her concerns. A review of the account shows that there were two phone lines and a tablet line of service. On June 19th both phone numbers were ported to a different service provider and Ms. ****** called our **************** team and requested the tablet line be voluntarily ceased.On June 30th, Ms. ****** called again and was advised the tablet was set to cancel on July 9th the last day of the cycle per policy, we manually changed her billing to paper bills rather than paperless and we also cancelled the autopay as requested. Finally, a bill reprint from the bill dated June 10th was submitted. Ms. ****** would have been able to reprint the bill up through today because the account was active until the tablet line is ceased which will occur tonight at midnight.

Per policy, Ms. ******* online My Account will be available for 60 days beyond the cancellation of the account and there is no charge for making a payment online. Only the dashboard and payment functions are available after the account is fully cancelled but that is Ms. ******* option to avoid the $7 fee for a representative to manually take a payment. The $7 late fee and the $7 fee for a representative to manually apply a payment to the account are valid fees and will not be waived.

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

Sincerely,

***** *.
**************** Support Team
**********************
Customer Answer
Date: 07/10/2025

Complaint: 23568277

I am rejecting this response because: first of all when I called to make the payment over the phone not one time did the *** say this was a late charge fee. Only said it was a fee to pay the bill. If they would have told me it was a late fee I would have paid it.
secondly, I just now tried to get on line because they said I have 60 days to access my account and when I do it tells me that the account and phone number are inactive. I actually cannot get onto the account to pay it. I tried quick pay and also just logging in. Both say my account is inactive and to call customer service.
I am rejecting this due to the fact that the information in their response is inaccurate, however I will call and pay the bill over there phone and incurre the 7.00 fee even though I believe this is wrong and I do. Or want to get another late fee. Its late because I didnt have a way to pay it. I tried logging in, I tried paying it in person and they had not sent me a paper bill.
I feel this is illegal to impose late fees when they dont give me ways to pay it. I have never been late with paying them.

Sincerely,

***** ******
Business Response
Date: 07/14/2025
July 14, 2025

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

Re: Complaint Number: 23568277
Customers Name: ***** ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ******* rebuttal wherein Ms. ****** states that she rejected our previous response because she was not able to make her payment via phone and not once was she told it was a late fee. Additionally, Ms. ****** states that she is still not able to access her online My Account to make a payment. Ms. ****** states that the information in our response is inaccurate. Ms. ****** advises that her payment was only late because she was not able to make the payment without being charged the $7.00 fee. My name is ***** *** and its my pleasure to assist Ms. ****** today.

Upon review of Ms. ******* account, I do see that her tablet line was active until July 9, 2025 so her online My Account would have been active until at least that day. I would like to apologize if Ms. ****** is still not able to access her online My ********** our policy is to leave the online My Account active for 60 days after cancelling the account, this is a glitch in our system that Ive already alerted our team about.

The fees that Ms. ****** mentioned are the $7.00 late fee and the $7.00 fee to make a payment via phone.I would like to clarify that both of these fees are $7.00 each. Further review of Ms. ******* account shows that she was not charged a late fee and her last payment did not include the associate payment fee of $7.00 either. At this time I show that the account balance at this time is $0.

We have reviewed Ms. ******* complaint and find that the mentioned fees were not charged to the account at this time. Also, we do apologize that Ms. ****** is not able to access her online My Account, and this has been forwarded to the correct team.

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

Sincerely,

***** *** *.
Customer Service Support Team
**********************
Customer Answer
Date: 07/15/2025

Better Business Bureau:
I was able to log into us cellular app on my tablet and was able to pay this without the 7.00 late fee.

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

Sincerely,

***** ******
Initial Complaint
Date:07/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Problems:1.) I was charged $70.00 in restocking fees after USCellular sent me the wrong ********************************** activated the receivers automatically 15 days after new device *********************************** will not allow me to open an online account to monitor data usage. 4.) If I quit USCellular now, I will owe $437.50 for each receiver ($875 total)REQUEST:I request a full refund for each Titan5100 receiver due to the fact I cannot set up an online account or use the app to monitor data usage for these receivers. I will return the receivers in their original packaging. I also request a $70.00 refund for the restocking fees after USCellular sent the wrong models.I ordered two Titan5100 receivers in April 2025. Upon receiving the wrong models, I returned them but was charged restocking fees for incorrect models sent. Phone customer service acknowledged wrong models sent and resent the correct models on 4/27/2025. I did not activate home internet receivers, planning to return them due to a test of reception on 5/15/25 of only ****************************************************************************** know these models would be automatically activated within 15 days of shipment of receivers. I understood that I had to activate them myself. I was out of town when receivers arrived in the mail and performed the operational test as soon as I returned home. In addition, I was informed today that I am not able to set up an online account because I do not have a USCellular personal cell phone number. Again I was not informed of this and it makes no sense. I need to monitor data usage with my two 600GB per month Titan5100 receivers so I know when to switch over from one to the other (I use ********GB per month). If I return the receivers today I will owe $437.50 for each receiver. I have paid the activation fees and internet service fees to-date and request full refund for each receiver (which I will return in original packaging), along with a refund for restocking fee.
Business Response
Date: 07/07/2025
July 7, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Representative
******************************
******** *******; 60601
Re: Complaint Number:23562332
Customer's Name: ******* ******
U.S. Cellular Account Number: *********
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Ms. ******* correspondence in which she has requested a credit of $70 applied for restocking fees due to wrong device being shipped. She has also requested a full refund for her Titan 5100 receivers and would like to return them and cancel service, as she was recently advised she would not be able to monitor her usage online. Its never our intention to provide our customers with misinformation regarding our products and services and Id like to apologize for the experience Ms. ******* has been provided. My name is ****** and Ill be reviewing this matter for Ms. ****** today.
After careful review of Ms. ******* account. I was able to able to determine Ms. ****** contacted our Web Chat team today 7/7/25 to dispute her restocking fees. Their notes confirm the credit request was approved; however, the credit has not yet been applied. To rectify this matter, Ive applied the credit of $35 plus taxes for both lines. ********* now has a credit balance of $86.36, as our team also applied a credit for $12.50 for a missing promotional credit.
Ms. ******* new devices were ordered 4/28/25. *** tracking number 1ZA6069F0364904848 shows devices were received 5/1/25. For direct fulfilled devices,our return ****** excellence guarantee return starts on the day the devices are delivered. Unfortunately, Ms. ****** is not eligible to return the devices as the last day to return her devices was 5/16/25.
I was also able to determine Ms. ******* can register her account online. To accomplish this, instead of using the phone number assigned to her router, Ms. ****** would need to use her routers IMEI information. Once entered she should be given an option to receive a code through email.
Thanks for allowing me an opportunity to review this matter for Ms. ****** today. Should Ms. ****** have any further concerns, please have her give us call at **************.
Have a wonderful day!
Initial Complaint
Date:07/04/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4-16-25 I paid US cellure $436.23. They promised my bill. It would be no more than a $124 a month. So the first month, I get a bill for $190.91. Then they said, the first bill is always more.I said, I told them that is why we paid more money up ******** our first bill wouldn't be. Now the next month comes in and the bill's a $160. I called, and they said, it's just a carryover from the last month. They lied about how much they're going to charge me. I'm not paying a 160 or a $190 a month. I asked them if I could bring back the phones and they could cancel my service. They want to charge me for a three year contract that they are not upholding. Can I sue them for breach of contract on their part.
Business Response
Date: 07/06/2025
July 6th, 2025

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

Re: Complaint Number: 23556927
Customers Name: ******* ****
************************** Account Number: *********

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

We are in receipt of Ms. ***** complaint in which she states that her bills would not be more than $124.00 monthly. Ms. **** states that her first bill came out to about $190.00, and the recent bill is now showing $160.00. Ms. **** states she requested to return all of her devices and cancel service but was told that she is in a three-year agreement.

We can understand Ms. ***** confusion when seeing fluctuating bills after starting new service. We apologize for any frustration or confusion that this may have caused her.

After reviewing Ms. ***** account, we show that her normal bill would come out to about $155.00 before taxes/fees. This includes Ms. ***** family plan of $120.00 (this includes a $5.00 autopay discount per line that removes $20.00 monthly) plus the device protection that Ms. **** agreed to on three lines for $35.00 total, and then a difference of $7.47 financing charge on the line ending in *****. All other lines have financing that is covered through the promotions to waive the cost in full monthly.

We do show that the first bill was initially a little higher at $190.91 due to device activation fees and proration, however, we show that the store provided an adjustment and Ms. **** paid a lower total of $155.00. We show, since then, that the bills have continued to average about $160.00 as the normal monthly bill should.

We hate to read that Ms. **** is requesting to return her devices and cancel service. We have upheld the amount to be charged for her billing, according to all the choices in the plan and devices showing made. Unfortunately, there is only a 15-day service guarantee to return/exchange any new devices and Ms. **** is well outside of that timeframe.

We hope that this provides a clearer explanation regarding the billing that Ms. **** will expect to see monthly. Should Ms. **** have additional questions, she may contact our *************************** at *************.

Sincerely,

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

Customer Answer
Date: 07/14/2025

Complaint: 23556927

I am rejecting this response because: April 18th I paid $436.23. ****** and the manager promised our bill would be a 124. Dollars a month, the manager,said he would
waived the activation fees because we were going to leave and go to Cricket or metro p. C. S across the street. There should be no finance charges. We paid everything over promotional phone prices up front and the 15 day return policy. Do not take in consideration for your overcharging. People getting their first bill then complaining, I paid $436.23 to avoid. Any other fees? Now you are just stealing or embezzling money, biggest mistake ever using us cellular, you may see me in court.

Sincerely,

******* ****
Business Response
Date: 07/15/2025
Tell us why here...July 15, 2025

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

Re: Complaint Number: 23556927
Customers Name: ******* ****
U.S. ********************** Account Number: *********

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

We are in receipt of Ms. ***** complaint in which she states that her bills would not be more than $124.00 monthly. Ms. **** states that her first bill came out to about $190.00, and the recent bill is now showing $160.00. Ms. **** states she requested to return all of her devices and cancel service but was told that she is in a three-year agreement.

We can understand Ms. ***** confusion when seeing fluctuating bills after starting new service. We apologize for any frustration or confusion that this may have caused her.

After reviewing Ms. ***** account, we show that her normal bill would come out to about $155.00 before taxes/fees. This includes Ms. ***** family plan of $120.00 (this includes a $5.00 autopay discount per line that removes $20.00 monthly) plus the device protection that Ms. **** agreed to on three lines for $35.00 total, and then a difference of $7.47 financing charge on the line ending in *****. All other lines have financing that is covered through the promotions to waive the cost in full monthly. The devices were not paid in full at the time of activation. The promotional credits offset the finance charges for the devices.

We do show that the first bill was initially a little higher at $190.91 due to device activation fees and proration, however, we show that the store provided an adjustment and Ms. **** paid a lower total of $155.00. We show, since then, that the bills have continued to average about $160.00 as the normal monthly bill should.

We hate to read that Ms. **** is requesting to return her devices and cancel service. We have upheld the amount to be charged for her billing, according to all the choices in the plan and devices showing made.Unfortunately, there is only a 15-day service guarantee to return/exchange any new devices and Ms. **** is well outside of that timeframe.

We hope that this provides a clearer explanation regarding the billing that Ms. **** will expect to see monthly. Should Ms. **** have additional questions, she may contact our *************************** at *************.

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