Business Profile

Wireless

UScellular

Headquarters

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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

819 total complaints in the last 3 years.
278 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:08/30/2025
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.
To be simple chose another provider upon porting#'s no final bill given, no end date of service given no mailed receipt for bill due, and no ability without calling in to resolve. Then surprise email with no way to respond forced to call in to receive information about this then inform due to billing cycle will have another pro rated charge ********** with that all I requested was a mailed bill showing charges till end of service yet could not be divulged. Sad cannot perform basic tasks for a customer and yet upon exiting no survey then hmmm weird
Business Response
Date: 08/31/2025
August 31, 2025

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

Re: Complaint Number: 23819718
Customers Name: ***** ********
************************** Account Number: *********

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

We are in receipt of Mr.******** ********* that upon transferring his service to a new carrier he expected his final billing statement to be mailed to him immediately and wonders why he did not receive an exit survey upon leaving. He further states that was sent an email with no way to respond except via phone and when he called he was still not given the details regarding his final charges.

Our review of Mr. *************** shows he contacted UScellular on August 7, ******************************************* order to change carriers. The PIN was provided and a request was received from his new carrier and the numbers were released and the account canceled on August 9, 2021.

Mr. ******** was on Bill ***** 4 so his bill processes on the 4th of each month. UScellular prints only one bill at the beginning of each bill cycle so his final billing statement will begin processing September 4, 2025 and contain a detailed account of all changes to the account from the 4th of August through the 3rd of September. Once the bill has finished processing it will be mailed to Mr. ******** per his request. We are unable to give him information from the final bill until it is processed and confirmed.

I hope this answers any questions Mr. ******** had regarding the final bill process and should he have additional questions, he may contact our *************************** at *************.

Sincerely,

******** *.
Customer Service Support Team
U.S. **********************
Initial Complaint
Date:08/26/2025
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 advertises falsely. They say no contracts BUT if you buy a phone from them you have to leave it with them for 120 days even when its totally paid for they keep it locked down so you cant move carriers. The claim there is nothing that can be done. I dont buy it. They mislead people it is all a money racket. I own my phone and I should be able to choose the carrier I want. It is definitely not US Cellular!!! Will ***** use their service again . I have been a long time customer on their auto pay system so acct always in good standing. I want people to know US Cellular is very misleading in their advertising.
Business Response
Date: 08/28/2025
August 28,2025

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

Re: Complaint Number: 23803144
Customers Name: **** *******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of ****-*** Fraziers correspondence in which she states: Us Cellular advertises falsely. They say no contracts BUT if you buy a phone from them you have to leave it with them for 120 days even when its totally paid for they keep it locked down so you cant move carriers. The claim there is nothing that can be done. I dont buy it.They mislead people it is all a money racket. I own my phone, and I should be able to choose the carrier I want. It is definitely not US Cellular!!! Will ***** use their service again . I have been a long time customer on their auto pay system so acct always in good standing. I want people to know US Cellular is very misleading in their advertising. Care. All we want is our refund sent.
I certainly understand the importance of always having service and the impact it can have on your day when not working. My name is April,and I will be reviewing ****-Anns account and provide information.
In review of ****-Anns account, I see that we were able to submit and unlock request for the iPhone SE. We did say that the iPhone16 is under lock until after 120days of purchase even if paid off and no exception can be made. ********* manufactures work with UScellular to protect customers account and one of the requirements is to keep it locked for 120 days.
It is never our intent to make things difficult for our customers. If there is anything further, we can do to assist, we can be reached by dialing ************** or 611 from a UScellular phone. We are open 7 days a week from 7AM to 10PM CST. I would like to thank ****-*** for allowing me to review this complaint and respond. Have a wonderful week!

Sincerely,
April S
Customer Service Support Team
**********************
Initial Complaint
Date:08/25/2025
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.
My family upgraded 3 phones under the same **** Cellular promotion entitled "T225 USDays Upgrade" for $1200 off a new phone.. We all had IPhone 12 Pro phones. We all went in about the same time, 7/03/2025 (which **** Cellular agrees was within the promotion period - documents attached). 2 of the phones received the promotion and the line ************ did not. First the wrong phone was ordered. An IPhone 16 Pro max when I wanted an IPhone 16 Pro (not the max). The phone was sent back and credited. They ordered the correct phone which then was lost in shipping. They reordered a third time and I did receive the correct IPhone 16 Pro 512Gb and the company said the correct promotion would be applied and credits would be issued. They did not give the correct promotion. They only gave me a $300 promotion. I stated I did not want 'Device Protection' They said it would be take off and credited. It's still on my bill. I went to the **** Cellular retail store in ******, ** and they tried reasoning with the company and got nowhere. Even the store was give the run around with corporate. They finally were able to get a lesser than agreed to $800 credit but told me the only way I was going to get this straightened out was to contact the better business bureau. Bottom line: The company caused delays in my getting the correct phone. Then they claimed that my new phone didn't qualify for the $1,200 promotion. They tried arguing that the new phone was not expensive enough. The local store proved to them that it was. They said the original phone was not ordered during the promotion period. The store said it was and I have attached the documents proving the 7/3/2025 order date. Then they said they won't give me the promotion be cause they already credited me for the original IPhone 16 pro max (which they ordered by mistake.) I asked if I could return the new phone for a credit and just go back to my old phone. They said no!
Business Response
Date: 08/27/2025
August 27, 2025

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

Re: Complaint Number: 23795329
Customers Name: ***** *******
************************** Account Number: *********

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of Mr. ******** complaint, wherein Mr. ******* states that he purchased three phones around the same time but only two of the lines received the requested promotion. ********** mentions that there were multiple issues with getting the correct device on the third line. Mr. ******* also advises that he did not ask for the Device Protection but it was added anyway and he was told that it would be removed and he would be credited for the cost. Mr. ******* states that the Device Protection is still being billed and no credits have been applied. My name is ***** *** and its my pleasure to assist Mr. ******* today.

Upon review of Mr. ******** account, I do see notes that phones were ordered on July 1, 2025, including one for the line ending in 9513. Additional notes show that Mr. ******* has called us several times regarding this matter. More notes on the account indicate we told Mr. ******* that the promotion on the line ending in 9513 would be added on later due to the replacement phone being ordered after the promotion period ended. I can confirm that the Device Protection was removed from the line ending in 9513 on August 19, 2025.

I have added the correct promotion of $1200.00 off of the device on the line ending in 9513. Mr. ******* will start seeing the promotional credit of $33.33 on his next bill. Due to the incorrect promotion being added, along with the Device Protection being added without consent, I have applied credits to *********** account for two months of the Device Protection ($66.66) and two months of the promotional credits ($19.98) . Additionally, due to the multiple issues with receiving the correct device for the line ending in 9513, I have applied additional credits to make the final credit to be $100. Mr. ******* will see this credit on his next bill. Mr. ******** current balance is a credit of $100.00.

We have reviewed Mr. ******** complaint and feel as if we have resolved all of Mr. ******** concerns.

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

Sincerely,

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

Customer Answer
Date: 08/30/2025

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:08/25/2025
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.
In May I took over my Mother-in-Law's account in person at a US Cellular store. That month had already been paid by my Mother-in Law. However, shortly after an additional amount started showing up, and I contacted customer support for assistance and to pay the standard bill that was a bit late -I am in the Hurricane ****** disaster area and things around here are chaotic. It was simply that the new bill was overlooked, but then I paid it. However, the next month they were asking for something like $75 more than the bill. I called and explained that I could pay my standard bill, but that the additional amount was unexpected. They agreed to work with me on it and I explained that we wouldn't be able to pay it, but that for the time being I could pay the standard amount for our service. The next month came and the charge was still there so I had to call in and pay the standard over the phone. In doing so though they said that the additional charge was owed from back in May. May was paid already, and I attempted to explain this to which I was told that we owed a pro-rated amount for like 4-5 days from May - well.. since the normal bill is $112-ish that amount DEFINITELY wouldn't have been $75 if that even was the case. This month I got a Bill for $300-ish and a threat to disconnect our line. Our monthly is supposed to be around $112 so that means something around $188 came out of nothing and nowhere. Today they disconnected our service - which I expected, because if we can't pay $187 there's no way for us to pay $300. I have internet service as part of the utilities service in our area, and I attempted to call my family using Wi-Fi. US Cellular blocked the ability for us to use our own internet to make calls. This is a very unethical practice since I would be using my own service to call rather than their system. However, I will happily pay the base cost due for this month if they will, at this point, kindly remove the arbitrary additional charges from our account.
Business Response
Date: 08/27/2025
August 27, 2025

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

Re: Complaint Number: 23793482
Customers Name: ****** *****
************************** Account Number: *********

Thank you for contacting U.S.Cellular in reference to the above account. We are in receipt of *** ***** complaint regarding the bill.

Upon reviewing the account,we are aware that *** ***** took over the account from her mother and will confirm that her normal billing was as stated in the complaint. Further review shows that the customer was at a zero balance on July 23 and that a new invoice for $181.36 which was due on August 14.

It appears that at some point during that billing cycle, the customer was suspended which resulted in restore fees and prorated charges for the service and a significantly higher bill than normal. We also see that the customer set a payment arrangement (promise to pay) for that past due bill that was not fulfilled and hence service suspended again.

Based on circumstances and customer tenure, I have adjusted the bill and waived several of those charges so that *** ***** has a current balance of $123.75, which is her normal bill, which will be due on September 14. I have also restored her service and waived any pending restore fees as a one-time courtesy.

Regarding *** ***** statement that while her service was suspended and that when she tried to use wi-fi calling and it was blocked, this is a standard industry practice as if UScellular allowed customer to switch over to wi-fi calling when suspended, it would defeat the purpose of being suspended for non-payment, and hence while she may feel this is unfair, it is not unethical.

Should *** ***** have any further questions or concerns, she should contact our **************** Team at **************.

Sincerely,

****** *.
**************** Support Team
U.S. **********************
Customer Answer
Date: 08/28/2025

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.
Although, I believe some of the details cited don't align with the experienced situation I am nonetheless satisfied with the determined resolution.

I had asked before for clarification on everything and a very different picture was painted. For example, on my end the bill never reflected that I had a ever had a $0 balance in July. In fact in July I was trying to pre-make arrangements with US Cellular for the end of August. So there may or may not be some sort of technical discrepancy in regard to communications.

However, the response provided to me from US Cellular via the Better Business Bureau is the most cohesive and well explained breakdown I have received from them through all of this, and I respect it. I am also thankful to US Cellular for taking our extenuating circumstances into consideration as well. They have allowed for payment to resume as of September 14th per their response, but as a show of equal good faith we intend to pay the balance on September 4th 2025.

Sincerely,

****** *****
Initial Complaint
Date:08/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On invoice ********** (for 06/14/25 to 07/13/25) I was charged for an international call that I did not make. I spoke with customer service but I still have not received a resolution. I am requesting a credit for these charges: $66.56 (toll), $6.40 (carries fees), and related taxes.
Business Response
Date: 08/22/2025
08/22/2025
Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
******************************************** 2006
**********************;

Re: Complaint Number: 23776305
Customers Name: ***** ******
U.S. ********************** Account Number: *********

Thank you for contacting U.S. Cellular. We have received the above complaint stating that Mr. ****** regarding Domestic Toll Charges that appear on their **** billing statement. We appreciate Mr. ****** taking the time to tell us about the issues they experienced. We apologize for any frustration that we have caused, and we appreciate the opportunity to investigate this matter further.

We see that Mr. ****** did speak with our Webchat Team in **** about these charges and nothing further was notated, and no action was taken. We did not follow through and because of this we have issued a credit for those Domestic Toll Charges. The credit for the Domestic Toll Charges is $66.56 + $6.40 tax = $72.96.

Should Mr. ****** have any further questions or concerns, they may contact our *************************** at **************.

Sincerely,
****** *.
Customer Service Support Team
U.S. Cellular
Initial Complaint
Date:08/16/2025
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.
Early in the month of August, i made contact with US Cellular about the coversion of companies (********). 8/8/25 I inquired that since my cell phone was paid off and i am eligible i can have the account transferred to T-mobile account apps. I was provided the PIN transfer. Information was never provided that US Cellular billing would be separate and still in effect throught September 5, 2025! Therefore, I am at this junction expected to pay for August for the US Cellular side of the account I only had open for 2 days in the billing period 8/6/25 through 9/5/25, as August 8th I officially converted the *** and activated the new cell phone with T-mobile. This has to be highway robbery. I am fully anticipating paying T-mobile my amount due 8/31/2025... but am shocked US Cellular fully expects me to pay them $72.89 due 8/31/25 as well. The advertising of the merge, on the news and so on i feel is misleading to customers that think oh they are the same now so I won't be double billed etc. I have reached out to US Cellular **** and they said there is nothing they can do in their systems, since the systems have to still be updated and merged for all **** to see customer's account information for both tmobile and us cellular. I feel i am caught up in an ugly act here and many more will be victims. I am lucky my amount of only $72.80 I am asking to be prorated for the 2 days. They are I feel not adhering to consumer transparency and it's criminal. I am trying to do my best to avoid late payments and credit negative reporting. I have been a well standing customer with *** for 25 years.
Business Response
Date: 08/20/2025
Re: Complaint Number: 23757250
Customers Name: ******** ******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. We have received Ms.******* complaint in which she states she feels victimized because she changed carriers on August 8th and is being billed for service at both UScellular and T-Mobile for the same time period. She requests that we adjust her bill.

My name is *******, and I thank you for this opportunity to respond to Ms. ******* concerns. I can certainly understand her frustration. I can confirm that on Ms. ******* statement dated 8/6/25 that she is being billed for the dates of August 6th, 2025, through September 5th,2025. She is, as she stated, being billed for that entire period even though she cancelled her account on August 8th.

We understand why this can be so confusing and look forward to clearing up this matter. Ms. ******* bill was already being processed by the time she ported out on August 8, 2025. For lack of a better explanation we could not unsend her statement. She will be receiving a new statement, a final bill, shortly after September 6th and it will include credits for the time she did not have service. We ask her patience to resolve this issue until then. If she feels her final bill is incorrect, we will be glad to review it with her.

Should Ms. ****** have additional questions, either now or when she receives her final bill, she may contact our *************************** at *************.

Sincerely,

******* *.
Customer Answer
Date: 08/21/2025

Complaint: 23757250

I am rejecting this response because: I am fearful or still at risk late fees/credit negative reporting will incur if I do not pay the $72.89 by Aug 31.

Sincerely,

******** ******
Initial Complaint
Date:08/16/2025
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.
On Saturday August 16, 2025 at 11:06am I went into US cellular at ************************************************************ to pay my cellular phone bill. My prepaid plan is normally $25. A month plust $2.50 in taxes l, totaling $27.50 per month. I noticed an advertisement on the wall that all prepaid plans include an extra $5 off per month when you pay early. So I paid for 4 months but my total came to $107.00. they could not explain why I was not given the discount, nor could they override the system. I was told sometimes the advertising lies. "We had promotion that said everyone gets free phones, but not everyone did". My total should have been $22 per month with taxes and the bill, totalling $88, not the 107 I paid. I'm trying to see when this began because it has been my practice to pay 4 months at a time for years. So they may owe me more than$19. Including the time filling out this complaint I will have more than an hour of my time invested in this process as well. My time is worth a minimum of $100 per hour.
Business Response
Date: 08/19/2025
August 19th, 2025

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

Re: Complaint Number: 23756320
Customers Name: ****** *******
********************** Account Number: *********

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

We are in receipt of *** ******** complaint in which he states that on August 16th, 2025, *** ******* went into his local UScellular store to make a payment. *** ******* has a prepaid plan for $25.00 monthly. *** ******* states that he noticed an advertise that all prepaid customers were eligible for a $5.00 discount if a payment is made early or made through automatic payment. *** ******* chose to pay four months in advance. *** ******* then states that the associate stated the total amount charged would come to $107.00. *** ******* states that the store associate could not explain why this was not including the $5.00 credit for paying his balance four months early and in advance, so *** ******* chose to just make the payment. *** ******* is requesting to receive the missing credit for the four months that he paid in advance.

We can understand *** ******** frustration and confusion when not receiving the credit that he assumed he would receive while in the store. We apologize for any confusion that this may have caused him.

After reviewing this information, we do show that the $5.00 credit for paying the amount due early or through automatic payment is an eligible credit for any prepaid customer. We cannot see what may have caused the system from that date to not include this credit when the payment was ready to be received. However, we have issued a credit towards the account for $20.00 towards the four months that *** ******* paid in advance. If *** ******* chooses to pay early again while this promotion is still available we will ensure this credit is included going forward.

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

Sincerely,

Customer Service Support Team
**********************

Customer Answer
Date: 08/20/2025

Complaint: 23756320

I am rejecting this response because: they have not identified how long this has been a promotion. I paid ahead 4 months ago as well. I'd like a credit for the full length of this promotion. As I am always paid ahead and have been for years

Sincerely,

****** *******
Business Response
Date: 08/21/2025
August 21, 2025

Better Business Bureau of *******
Attention: BBB Customer Relations Representative
******************************
*******, IL 60601
Re: Complaint Number: 23756320
Customer's Name: ****** *******
U.S. Cellular Account Number: N/A
Thank you for contacting US Cellular in reference to the above complaint. We are in receipt of Mr. **************************** in which he has rejected our $20 credit offer and has requested credits for the entire duration of the promotion.
Our Prepaid Sign Up for Autopay and Get $5 Discount for 12 Months, promotion started on 1/16/2025. To qualify for this monthly credit, Mr. ******** monthly service plan must be paid monthly through auto pay.
Please take special note, we applied the $20 credit as a one-time courtesy, and no other credits will be applied. To further qualify for this promotion, Mr. ******* would need to sign up for Auto Pay and have his bill paid monthly.
Once Mr. ******* has enrolled in Auto Pay, the promotional code will automatically be added by our system. Please take special note, it can take 1-2 bill cycles for auto pay debit to take effect, once set up. Once his bill has been paid through Auto Pay,our system will perform a promotion validation check the which ensure hes meets requirements, and itll apply the $5 credit, before his payment is due.
I hope weve provided clarity. Should Mr. ******* have any further concerns, please have him call us at **************, or 611 from his cell phone.
Thanks for allowing me an opportunity to review this matter for Mr. ******* today.
Have a wonderful day.
Customer Answer
Date: 08/23/2025

Complaint: 23756320

I am rejecting this response because:
It is not the auto pay discount I am claiming. It is the prepayment $5 per month discount. I have prepaid 4 months at a time 3 times this year. That is $60 worth of discounts I have been declined. So you can see why a $20 one time credit is not accepted by me.

Sincerely,

****** *******
Initial Complaint
Date:08/14/2025
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.
On October 2, 2024 I planned to switch carriers from US Cellular to ***** At this time US Cellular offered me a retention deal of $799.99 of of a new phone, in the form of a credit of $22.22 for 36 months. I accepted this offer. The offer was never applied. I called several times and they told me it would be applied. It is now August, and I called again as none of this has been reflected. US Cellular confirmed they found the offer, confirmed I called in and was told it would be added, and confirmed a mistake was made and the offer was not applied. They explained they could not give me this deal anymore, and they would not do anything about the $222 I have already paid when I should not have been required to pay. They stated they no longer offer this deal, and there was nothing they can do but offer me a monthly $30 credit for 12 months. This would only be $360, meaning I am still paying $439.99. However, I agreed to a deal where I would receive $799.99 and they would keep me as a customer. Upon this agreement I signed a 36 month contract, and US Cellular refuses to uphold their end of the deal. They state their calls are recorded, but could not reference them.
Business Response
Date: 08/15/2025
August 15, 2025

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

Re: Complaint Number: 2374623
Customers Name: ***** *********

Thank you for contacting UScellular in reference to the above account. We are in receipt of Ms. ************************ In her complaint she advises us she was offered a phone on a promotional offer that would result in her having a free phone at the end of her contract. We agreed to issue a credit of $22.22 per month for 36 months. She asserts that credits have not been issued on a monthly basis as she was promised. Despite repeated attempts to resolve this issue by phone she has not been provided a reasonable resolution to the problem. She requests that her account be credited $439.99 to resolve the issue.

We do agree with Ms. ********* point. She was promised a promotional credit that has not been applied to her account. Unfortunately, we are systematically unable to add this promotion anymore. In an effort to correct the problem the representative she spoke to yesterday agreed to add a $30.00 credit each month for the next 12 months. These credits will add up to $360.00. This would still result in her paying $439.99 for a phone that was promised to her at no cost. As I reviewed her account today, I believe I have found a good compromise. I have removed her last 20 payments on the device to compensate her for the missing promotion. The remaining amount owed on her device is $154.80.

We do apologize that the promotional credit was overlooked for several months. I know it has taken time and effort on her part to get this corrected. I hope that the solution I have come up with is an acceptable resolution.We want her to feel at ease knowing she has chosen the right carrier to meet her familys needs. If Ms. ********* has any further questions or concerns, we hope that she will not hesitate to call ************ or 611 from her cellular phone. We will be glad to assist in any way possible.

Sincerely,

******* *.
Customer Service Support Team
**********************
Initial Complaint
Date:08/12/2025
Type:Customer Service 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 is charging me for a service I am not able to to us to their equipment not working and us cellular is refusing to let me cancel service
Business Response
Date: 08/22/2025
Better Business Bureau of *******
Attention: BBB Customer Relations Advocate
********************************************************************************************

Re: Complaint Number: 23738003
Customers Name: ***** ********
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account. My name is ******* and I am grateful for the opportunity to assist you today. We have received Ms.Habermans correspondence in which she states that we are charging her for a service she is not able to use. Her equipment is not working and she says that we are refusing to let her cancel service. As a resolution she is asking for us to contact her.

As I reviewed her account, I can see that she has certainly had to deal with some equipment issues and we have, and will continue, to work with her so that she can have service she is confident in. She is free to cancel at any time but she needs to be aware that when she cancels, or if she moves to another carrier and takes her phone number with her, she will be billed for the full price of her equipment on her final bill. The amount owed on her equipment is $237.50. As she requested, I tried to call her at ************ but unfortunately I was unable to reach her. I did leave a voice mail asking her to call us.

We look forward to working with Ms. ******** and we will certainly do all we can to assist her. We can be reached at ************ or by dialing 611 on a US Cellular phone.

Sincerely,

******* *.
Customer Service Support Team
**********************
Initial Complaint
Date:08/11/2025
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.
Purchased a phone and was told I get a discount for being a veteran and also if I sign up for auto pay. Three months in a row and no veteran discount, a guy on there end named *********** gave me the discount after verification of my veteran status and then the next billing cycle it was added back to my account as a past due amount. I contacted them again and I got nowhere with two separate people. I paid my bill without adding the $15 credit and now on this billing cycle they are not showing either of the discounts they said I would get. The total discount is $25 and Im disabled and live on a fixed income. They refuse to help me and honor their discounts. Im requesting my discounts be applied on my bills and the $15 that *********** gave me be removed. In total I have contacted them 6 times about this issue and they ignored me every time except for the one guy who was actually helpful.
Business Response
Date: 08/13/2025

8/13/25

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

Re: Complaint Number: 23732761
Customers Name: ***** *******
********************** Account Number: *********

Thank you for contacting UScellular in reference to the above account number. We are in receipt of Mr. ******** correspondence. Mr. ******* is reaching out to us in regards to getting a military discount applied to his account. He stated he has contacted our customer service team in regards to this multiple times and wants to get it resolved so it is on his account.

In review of Mr. ******** account, I do see he contacted our customer service team in regards to a military discount, however I do not see Mr. ******* has entered the appropriate information to receive a military discount on his account by visiting ***************************************************; If approved, Mr. ******* would receive a 15%discount on the monthly billing, however he would need to provide the information needed from Sheer ID to approve this transaction. UScellular uses SheerID, a trusted partner,to verify that you are a member of the military. SheerID only collects information that assists in verifying your eligibility.

To receive the discount, Mr. ******* would need to follow the steps described above to get the discount on his account, and that information was also provided to him by our customer service team multiple times. We will not be providing any further credits to his account unless he takes the necessary required steps.

Should Mr. ******* have any other questions or concerns,he may contact our customer service team by dialing ********** or 611 from his cellphone.

Sincerely,

******* C
Customer Service Support Team
**********************
Customer Answer
Date: 08/14/2025

Complaint: 23732761

I am rejecting this response because:
I did fill out the paperwork for discount.
Sincerely,

***** *******
Business Response
Date: 08/18/2025
08/18/2025

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
******************************************** 2006
**********************;

Re: Complaint Number: 23732761
Customers Name: ***** Crumley
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular. We have received the above complaint stating that Mr. ******* is rejecting the response due to him stating that he had filled out the paperwork for the military discount."

We appreciate Mr. ******* taking the time to tell us about the issues he has experienced. We apologize for any frustration that we have caused, and we appreciate the opportunity to investigate this matter further.

Upon reviewing the account, I do not show that the military discount has been added. Therefore, I recommend that Mr. ******* contact SheerID for assistance at ***********************************. If Mr. ******* was in fact approved, he would have received a confirmation email stating that step one of verification has been completed.

Should Mr. ******* have any further questions or concerns, he may contact our *************************** at **************.

Sincerely,

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

Customer Answer
Date: 08/19/2025
the attached photos show where I got the discounts once for veteran and also discount for auto pay. Where I was helped with the $15 veteran discount and then they tried to recharge me the $15 and they took all discounts away on last bill. It also shows that I was verified in May as a veteran. Everything they claim is a complete lie. They also refuse to help me when I have called about it. My bill should be $56.91 monthly.
Complaint: 23732761

I am rejecting this response because:

Sincerely,

***** *******
Business Response
Date: 08/24/2025
08/24/2025

Better Business Bureau of Chicago
Attention: BBB Customer Relations Advocate
******************************************** 2006
**********************;

Re: Complaint Number: 15910488
Customers Name: ***** Crumley
U.S. Cellular Account Number: *********

Thank you for contacting U.S. Cellular. We have received the above complaint stating that Mr. ******* is rejecting the response because he has attached photos that show where Mr. ******* received a Veteran discount once before. Mr. ******* states we tried to recharge him the $15.00 for the discount.

Mr. ******* states he was verified in May for the discount, and he should have it on his most recent bill. We appreciate Mr. ******* taking the time to tell us about the issues he has experienced. We apologize for any frustration that we have caused, and we appreciate the opportunity to investigate this matter further.

While we understand Mr. ******** issue, we are unable to make any adjustments to the account in regard to the Veterans discount. Mr. ******* will need to follow the prior recommendations in hopes of getting a discount. Mr. ******* can contact SheerID for assistance at ***********************************.

Should Mr. ******* have any further questions or concerns, he may contact our *************************** at **************.

Sincerely,

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

Customer Answer
Date: 08/25/2025

Complaint: 23732761

I am rejecting this response because:
They gave the discount for veterans status and I showed proof where it was approved and now they want me to go through the whole process again. Ive shown proof twice that I was approved for veterans status and also the auto pay which they are not giving that discount either. My bill should be $56.91 and thats it. If they dont honor their agreement then that is 100% unacceptable. If they cant honor their part of the contract they promised then I no longer want to do business with them. They are continuing to lie.
Sincerely,

***** *******

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