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U.S. Cellular / United States Cellular
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2.2 87 Reviews

U.S. Cellular / United States Cellular Complaints Summary

26 Resolved
61 Unresolved
Our verdict: Engaging with U.S. Cellular / United States Cellular, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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U.S. Cellular / United States Cellular reviews & complaints 87

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Newest U.S. Cellular / United States Cellular reviews & complaints

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10:01 am EST
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U.S. Cellular / United States Cellular re: lane

Set up the phone on dec26th 2016. Number is [protected]. I called back to find out how to get hot spot. The guy said he had to put it on the phone. I asked him about the 500 mb. If my son downloaded something on the phone and then deleted it would he still have the 500 mb to use. He said yes. So that tells me that the 500 mb can be used and then erase whatever was downloaded in the phone and the 500 mb can be used again. Listen to the phone conversation on the 26th. I got off my phone and told my son what the guy told me. Now the phone was shut off and cannot be used until $150.00 is paid. I was not explainex at the set up time that once the 500mb was used the usage went up a level for more money. I was payibg for one plan and you company gave me a more expensive. Plan. Your customer service people did nit explain that your company could change my plan that i wanted at anytime. Your company is saying that i owe$150 for sonething that was told to me wrong. I just gotoff the phone with billing and neither the rep or her supervisor wanted to listen to me. The rep was rude and did not want to listen to what i was told. The supervisor did not want to listen either. She told me that i was told during activation about being moved up in usage and i was not explained that. She also told me that it was not true what the guy told me about the 500mb. The rep and her supervisor should have come right out and called me a liar. They did not try to help at all. Whst it comes down to is your customer service. Reps do not know what they ate talking about and i will not pay for something that i was told wrong. Call me to settle this matter at [protected] or write me at 6343 jersey mt rd romney wv 26757. ... Not happy with your company Sharon Hornsby

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8:20 am EST

U.S. Cellular / United States Cellular unable to cancel service

We have moved out of their service area and are roaming. We have switched to a new carrier but since the new carrier was unable to port our old number we are stuck with this company until we can pay off the phone which of course is financed since it's the only way we could afford the phone.
Travis in online customer service told me I needed to call the Solutions department and they would assist me in canceling my service and getting a final bill. He told me twice. Both times I was told by the Solutions department this was not possible.
We moved into US Cellular service area from Verizon service area, they allowed us to cancel our contract since we were not in their service area. It was goodwill. US Cellular apparently doesn't understand that concept.
We have been customers for 4.5 years and recently upgraded. When we did we had no idea we would be moving. I understand we owe for the phone, that is not in dispute. I need to cancel my service, which I cannot get where I live now since we are roaming. Our new company simply needs a copy of the final bill stating what we owe for the phone. My monthly bill doesn't even state the balance of what we owe.
I will never use the service of US Cellular again. I would sooner be without a phone than deal with them.
All I am asking for is to cancel my service and be provided with a final bill. I agree we owe for the phone. I do not agree to be paying for service I cannot use. I am being billed for 1GB but only able to use 400mg. However they still get paid the same amount.

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Okmomx2
, US
Jan 16, 2017 11:12 am EST
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As far as I know US Cellular does allow customers to cancel the service as my brother and his wife did this in 2015 When they thought they were moving from Oklahoma to Arizona (Flagstaff) and then they ended up moving back. They were with AT&T and then they dropped AT&T because the same thing happened when they moved back the area that they moved back and both companies were great to work with them.

Good Luck I have been having Really BAD Customer Service with US Cellular as well, Maybe if you have a chance to go into the store I believe that is what my brother and wife did and explained the situation and they looked up the address to be sure and went by that. But they also canceled it. Good Luck.

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9:18 pm EST

U.S. Cellular / United States Cellular customer service in quincy, il

My daughter wanted a new I phone and after looking into either financing or signing up for a 2 year plan and getting the promotion rate, I decided financing would be the best option. My daughter went in to make the transaction. Now you must understand that I was expecting to get a call from the store as she does not have authorization to make transactions, so imagine my surprise when she comes home with a new phone and bigger surprise to learn she did not finance but signed a 2 yr contract. Wasn't allowed to finance because I wasn't there but was able to commit to a two year plan...Anyway, she said that the salesperson told her it would only be $15.00 more per month which is what the finance fee would have been. I really didn't believe her but I called 611 the next day and the customer rep I spoke to confirmed it would only be $15.00 more per month... Got the bill and again I was surprised or should say not surprised that it is not $15.00 more per month but $30.00. When I called 611 today they couldn't do anything about it and stated that my daughter was listed on the account as being authorized to make transactions. I have never added her to my account as someone authorized to make changes. When I asked when I gave authorization for my daughter the customer rep could not tell me... So as I just explained to my daughter you cannot trust salespersons, they will try to get you to go with the more expensive plan whenever they can...But of course I am the one paying for it.

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9:27 pm EST

U.S. Cellular / United States Cellular billing

I had a US Cellular phone for 6 years or so. When I first enrolled, one of the selling points was that after fulfilling the first 2 yr. contract, I no longer had to be on a contract. I also liked the reward point system. We were pretty satisfied with our service--we live in a rural area, and do not have coverage by some carriers. I was on an automatic payment plan. At the end of September, I switched to another carrier. Mid-December I got a termination notice, saying I owed $90+ . I called, and was told that I had not completed my contract for the phone I got in Dec. of 2013, so had a termination charge, and the charge for my last month of service. Evidently I terminated before the auto pay. I asked for them to send me a bill, as I had received nothing from them. I was sent an account summary of my last month of service, but not bill. Tonight, I got a call from a collection agency. I called US Cellular, and was told that they could not help me, and I would have to deal with the collection agency. I talked to several people, but could not get any explanation of why I was never sent a bill. They said it was because I was on paperless billing, and insisted I would have been sent email bills. I finally gave up, and paid the collection agency, as the bill was not that big. I checked my emails from US Cellular. In fact, I was never sent a bill--not on email or US mail. Yet, my account was turned over to collection, and was made to feel it was my fault. In addition, there was a late fee and collection fee, but I couldn't figure out how to fight it.

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5:26 pm EDT

U.S. Cellular / United States Cellular billing

The pro-rated "final bill" that supposedly covered my contract from July 6, 2015 to July 9, 2015 is a whopping $24. They are trying to charge me this amount for 3 days of service. When visiting the local store today to ask why it was so high, I was told by the manager to "just pay it, its only $24. If you don't it will go to collections." This is a scam as far as I'm concerned. The manager also stated that "the final bills are always higher", but she couldn't tell me why. They just are. I am currently on my last month of a new month to month plan. I will never use US Cellular again unless this bill is made fair.

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9:12 pm EDT

U.S. Cellular / United States Cellular extremely rude and poor customer service

Tim Leighton (Employee - US Cellular)
Very surprised that US Cellular wouldn't provide better customer service training to employees and allow their employees to speak in such a rude manner. Definitely not someone you would like to deal with at US Cellular. Tim Leighton really needs to undergo some professional customer service training.

Cheers,
President / CEO
AV Technologies

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2:33 pm EDT

U.S. Cellular / United States Cellular don't use, it's a scam

One of our smartphones was damaged. I went to the local sales office to find out what options we had. I was going to look for a used phone, but after talking to the local us cellular agent I was told that we could replace the damaged smart phone with a flip phone for free. He indicated that I had enough points under my current contract to allow me to buy a new phone at no cost. I also asked if my monthly cost would change... They indicated it would not. I decided to go ahead and get a new flip phone rather than looking for a used smart phone since it would be cheaper. I just received my monthly us cellular bill. The bill was approximately $90 more than my previous months bill. After researching I found that a $30 discount that I was previously receiving on my smart phone that I had replaced with the flip phone was no longer being applied.in addition, I was charged a $40 activation fee. Upon contacting customer service, they did reverse the activation fee, but refused to honor the $30 discount I was previously receiving. I told them that the local office told me that the phone would be free because of my points and that my monthly bill would not change. They indicated that because I had bought a new phone, the $30 discount was no longer available. I demanded that they honor what was communicated to me by their sales force. I threatened a law suit (which I unfortunately can not afford.) I was told to go ahead because I signed the contract and was past the 15 day window to return the phone and cancel the contract. Had I realized my bill would increase as a result of this transaction, I would have definitely returned the phone within the 15 day window, but my bill was sent after the 15 day window. To pay $720 ($30 lost discount x 24 month contract) for a flip phone is absolutely ludicrous. I would have never agreed to that had they been upfront and honest about the cost. I can buy the same flip phone on amazon for between $20 and $50. Not to mention, I could have bought a used smart phone for $100 or less. I asked them to allow me to return the phone and let me buy a phone from elsewhere (which is what I had planned to do before they told me it would be a no cost alternative.) I am now paying $30 more per month and locked in for 24 months for a phone with about 90% less capability... It would be like trading in a cadillac for a kia rio and paying extra money monthly to do so... No one in their right mind would do so! I was misled and scammed. Their points are a scam and their bills are so difficult to read that most consumers have a hard time figuring out where additional costs come from. They did agree (after 2 hours of frustration and yelling on my behalf) to give me $30 off of one of our other phones for a year (not 2 years).in my experience with us cellular, they will probably not follow through on this either. I have to call frequently on incorrect billing. I will still be paying $320 for the flip phone which will be paid out during the second year of the contract. That is not a free/no cost phone. I also asked to buy out of my contract with them so I could take our business elsewhere, but in order to do so they indicated it would cost me over $200 per phone... We have 5 phones with them! Someone needs to protect consumers from the underhanded thievery of us cellular. Their business practices are as shady and unethical as any thief or conman currently sitting in our state penitentiaries. I thankfully have never been the victim of a crime, but feel that what has happened with this is no different than someone walking in and stealing $720 from my wallet! Not to mention, their customer service is horrible!

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7:02 pm EDT

U.S. Cellular / United States Cellular billing

I have had problems for over two years with billing.I have been satisfied with phone service it's the billing department I think seven hundred dollars a month is a bit steep one month I got a bill for thirteen dollars so I went in and was told that was all I owed so I said I wanted assurances that I wouldn't get a seven hundred dollar bill the next month and guess what, over seven hundred dollars and shut off phones.I go in and throw a head fit and get it reduced and was told that would make it current, when I get the bill al they did was tack it on to this month after they "reduced" the bill, I really don't like being lied to.

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6:29 am EDT
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U.S. Cellular / United States Cellular unsatisfied with my experience with u.s. cellular

I seriously have no idea how the business are being run these days. I had sent my gadget to U.S. Cellular few days back where they had quoted an amount of $450 for my used laptop. It was used barely for a year and ensured that it worked properly before I sent it to them. This is happening for the second time that I am receiving half price for my gadget sent through online advertisement. I earlier had a disappointing experience with cash for laptops. These guys make you wait really long on hold when one tries to reach them through phone call. I think it has become a trend to work businesses like these guys work. All of them are same. I wish I had sold my laptop in the nearby market or to a friend and would have got at least $350.

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3:31 pm EDT
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U.S. Cellular / United States Cellular billing

We have only been with U S Cellular for 2 months and the billing is a nightmare. We paid them $175.00 when we received our phones. The first bill came out and it showed $705.00 was due - we went to the office and they said no, only $178.00 was due, so we paid that.
This month we received our bill and it shows $866.00 due. I just left their office and they removed some charges that total approx $400.00, however they state we owe them $461.00 for September.
We have a contract, from when we were first signed up, showing the bill and payments for the phones were to be $225.00 per month.
We are very frustrated and either they will fix it or I will file a complaint with the Attorney-General office.

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11:10 am EDT
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U.S. Cellular / United States Cellular bill

My husband called US Cellular in February because of a high bill that we received in the mail. After being on the phone with them for several minutes someone from financial services came back on the phone and apologized and said that we had been double billed and that we owed nothing on the bill due to the $330.00 payment that we had made. I received our March bill in the mail yesterday and the total bill was for $977.00! I called US Cellular again and told them about the phone call from the month before. I spoke with 4 different people yesterday because they keep transferring my call. The first employee that I spoke with told me that we had 2 equipment charges in February for 211.00 a piece. I told him we had not purchased any equipment and could he tell me what the purchase was...but he then put me on hold. When he came back on the phone he still could not answer my question, he started stumbling over his answers, so he sent my call to another employee. I tell this employee the phone conversation that my husband had with them in February (the second time I had to tell this story during the phone call) she said that there was no record of the phone call in February? I asked her what were the equipment charges for $211.00 each...she can't find those charges? This employee explains to me that the reason our bill is so high is because we had a payment returned in January for $521.00? I have the proof that the check went thru. The employee tells me that once we show them proof they will take that 521.00 off our bill, but that is why are bill is so high. This employee sends my call to another employee and guess what? I have to tell the story again for a third time! This employee tells me that he can see that the payment went thru for 521.00 that the other employee just said was showing that it did not go thru! This employee tells me that we have another equipment charge for 229.00 but he can't tell me when it was purchased or what the equipment was? I told him again we had purchased NO EQUIPMENT! After almost an hour and half on the phone with 4 different employees no one could tell why our bill was so high other than the fact the a ghost had purchased equipment but no one could tell me what equipment was purchased or when (once again we purchased nothing). Also, that with every employee I talked to yesterday, they each told me a different story...if you are looking at our account on your computer shouldn't you be able to tell me the same thing the other employee was just looking at! The fact that I received the run around yesterday and was told a different story by each employee tells me that I am being over billed! AT&T is looking better everyday!

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12:30 pm EDT
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U.S. Cellular / United States Cellular billing and sales

I am tired of waiting for up to 2 hours to talk to someone, then only to get routed to collections, who claims to not be able to see my bill, then to be rerouted to customer service (whom I was calling to begin with). I was told I would be contacted in a week... That was over three weeks ago! Where to begin... This is the problem:

First I call to pay my first bill in sept or oct and no one can tell me how much it is, but suggests an amount under $200, which I pay. Then I still do not receive a bill until in february my service is disconnected. I call customer service request a call back twice, do not receive it... Call and wait on hold for almost 2 hours, who says my bills go to my us cellular account on-line. (which I can't log into) the amount past due is over $800. I pay that amount. I had not received a text message or e-mail. But was promised I would receive future bills.

I purchased a "hot spot". I was told it was 2g. And would run me around $50 a month. No on bothered to explain that was not the speed, not the data limit. The sales representative did not explain anything... Especially that I needed to look on the device to see how much data was used. Like I said I thought [protected]@g was the speed.

Finally I get a bill via e-mail...3 weeks since the one I paid for over $800... And this one is also for over $800. I called customer service, requested a call back... Did not get it again. Called, waited on hold for almost 2 hours, then was initially told the amount was from my phones... Then after being on hold again... Was told at least $600 is the "hot spot" for one month. This was the first bill inclusive of the hot spot... Had I known it was limited data, and how to check it, I would have done so.
I asked if I could file a grievance and have the charges be reviewed, and that I definitely did not want the hot spot. I also asked if I could pay the portion of the bill for the phones, while the bill was being reviewed. I was told I could not do that, but that someone would get back with me in a week. It has been over a month! My phone service if disconnected, however I am sure I am accumulating a bill for services I am not receiving. Idid not want to discontinue my service, however... I am disgusted at the service I have been receiving. I would appreciate a response. I am also filing a consumer complaint!

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3:51 pm EST
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U.S. Cellular / United States Cellular audra walsh

im complaining for many reasons. everytime that in go to us cellular there is not enough staff and u have to wait for along time. the
last few times I have been there I have had to wait along time. the last visit I was there for almost 2 hours I should not have to be like that. im very upset because I visited them today and one representative named chris went to fetch drinks for the staff and here I was waiting. he was done with a customer they walked out he saw me standing there did not offer to see what I need. that might be my last straw with them as far as a customer. I have been a customer there for many years. very disappointed after today

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1:55 pm EST
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U.S. Cellular / United States Cellular deteriorating service - this is ridiculous

We moved to northern new hampshire 4 years agao and had to use us cellular becasue they were the only service that had signal in our area. We did not ever have an issue with them until about 5-6 months ago when things just went to hell.

We stopped getting our e-bills, the signal in our area deteriorated, I would be roaming, but my husband would not, calls did not go through and others were missed, texts took up to 24 hours to get to the person intended. Getting someone on the phone requires you to have a coupld of batteries charged and ready to swap out as they never answer. Just for an experiment one day, I called with a full battery and was on hold for over three hours before I finally gave up.

My local store is over 30 miles away, so I sent in email after email, and received only one response. I finally broke down and went into the store where they were on hold for about 30 minutes before someone answered their call. They explained my dilemma and were told that I had the galaxy s iii, which apparently they had issues with so they would upgrade me to the s iv. They asked which color I wanted and I said black. I got a white one. Now, they gave me a number to call to acrtivate my new phone and told me that I must return the old on within 15 days. I have been on hold a total of 4 hours over the past 2 days trying to get this activated.

I will not return the old phone until I have the new one activated and as I cannot get to the "local" store until this weekend am cannot guarentee when that will be.

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Update by kara3967
Dec 03, 2013 1:52 pm EST

We moved to northern New Hampshire 4 years agao and had to use US Cellular becasue they were the only service that had signal in our area. We did not ever have an issue with them until about 5-6 months ago when things just went to hell.

We stopped getting our e-bills, the signal in our area deteriorated, I would be roaming, but my husband would not, calls did not go through and others were missed, texts took up to 24 hours to get to the person intended. Getting someone on the phone requires you to have a coupld of batteries charged and ready to swap out as they never answer. Just for an experiment one day, I called with a full battery and was on hold for over three hours before I finally gave up.

My local store is over 30 miles away, so I sent in email after email, and received only one response. I finally broke down and went into the store where they were on hold for about 30 minutes before someone answered their call. they explained my dilemma and were told that I had the Galaxy S III, which apparently they had issues with so they would upgrade me to the S IV. They asked which color I wanted and I said black. I got a white one. Now, they gave me a number to call to acrtivate my new phone and told me that I must return the old on within 15 days. I have been on hold a total of 4 hours over the past 2 days trying to get this activated.

I will not return the old phone until I have the new one activated and as I cannot get to the "local" store until this weekend am cannot guarentee when that will be.

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1:17 pm EST
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U.S. Cellular / United States Cellular want my detailed bills for the last 5 months

I am not paying until I have the detailed bills in my hand to verify they are correct. Have not seen a bill for 5 months for my phones..was promised 3 weeks ago they were sent. They have no problem getting my hot spot and tablet bill sent. After suspendinservice to my 5 phones I have switched to verizon. They can keep the numbers don't need them. Won't cancelled my account until I pay full amount. Which I have told them I will gladly do when I receive my detailed bills. I have 36 emails back and forth trying to get my bills.
Sincerely
Pam jones

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9:54 am EDT
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U.S. Cellular / United States Cellular billing & customer service

Us cellular... Its been one headache after another! I've been with them for 10 plus years it started with a battery issue I go into the store zach who has been the only positive during this whole issue was very helpful! Explaining to me what happened to my battery and answered my billing issue from start to finish! He is a great asset to the us cellular company! I tried to switch my s2 over to my old blackberry for a short time due to me ordering a new battery well I go into my store the consultant tells me no one here knows how to work on blackberries anymore because its not a android smartphone... Really ok? While hes in my account he tells me im behind on my bill by a month... I ask him what are you talking about and tell him I had my billing questions already earlier in the week by zach who was very helpful thank you! Well he begins to say about a fellow employee! He didnt know what hes talking about, he doesnt know what to look for or know how to read in between the lines like I do hes wrong and you skipped the whole month of september! Well my mouth fell open and I told him he was very helpful and he just shook his head and told me I was told wrong and he didnt know what he was talking about and advised me to call finacial services or i'll be cut off... From this whole experience i'm fully done with us cellular! They need to get their billing issues straight before everyone drops them! I'll be looking at different plans

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1:20 pm EDT
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U.S. Cellular / United States Cellular phone

I had a problem with my phone, which I had a flip phone with this company for years, I go in cause I was having problems with my phone service, they tell me cause my phone is old and I need a updated one, which it only cost me around $20.00 when they finally got done, so with in a few weeks I started getting the samethingd, problems with my phone so they said it was my phone so they said cause I have the warranty, they will issue me another one, this has been going on for monnths now, and my phone is still not working, i'm on my 5th phone and still not working they charge $25.00 for this phone every month cause it's a anroid phone and none of them work out here in the country where I live and now i'm stuck paying for a phone I cannot use.

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KathyN
Shawnee, US
Aug 21, 2013 8:53 am EDT

Just recently got new phones. What is up with the reception in Oklahoma? Very slow hotspot. Half the time can't even get our 3-G. Never had a problem before. Is it the phone or the cell towers. Please help!

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U.S. Cellular / United States Cellular one phone had to pay for it twice??

We have had us cellular for a little over a yr we have two accounts with them both in my husband's name. One is ours one is my parent. Well January my phone broke and i couldn't use it at all so we went ahead took some reward points from my parents account and used on ours for me to upgrade early. My husband tried having the price of the phone charged to our account well they couldn't because we had been turned off once so the lady on the phone told my husband, my father, and the worker at the store it could be charged to our second account (my parents) okay that was fine either way it was getting paid. Come February we paid for it and since then have lost our receipt went to pay my bill on our account yesterday and it was $293 its never been over $151 after an hour on the phone they finally told me it was cuz i owed the $142 for my phone that already got paid for in Feb. They called me a liar pretty much said there isn't anything they can do cuz it was never billed to the other account supposedly (yet we paid for it) and said i had to pay it or we would lose phone service. Now I'm stuck paying for my phone a second time because they don't even know what they are doing or is going on. They don't care and won't remotely check into it further! When my contract is up i will NEVER use us cellular again they will be losing both our accounts! They are crooks!

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MargieMagic
Portland, US
Apr 28, 2013 3:22 pm EDT
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Customer reps lie and scam for the sake of their job position! Obviously we pay their rent or morgage! They protect
there employment reputation. It takes 1o complaints together with perfect files with billing history to make a voice. A consumer advocate thru utilities commission in your state. send a form (10) a petition form is neccesarry.

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8:25 am EDT
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U.S. Cellular / United States Cellular poor customer service

I was with another carrier for 10 years and decided to change due to poor coverage when we traveled to our hunting property. I am extremely disappointed in the fact that US Cellular is doing nothing to try to keep us as customers. First of all we were not informed about the many different options we could be offered and ended up having to investigate them ourselves to get our plan lowered. Second of all we should be getting an employee discount, but they are having us jump through hoops to get it. My colleagues are getting it, but for some reason we are not. I have gone into the store to get it applied, called on the phone a number of times and got disconnected twice with no return phone call so we could finish our conversation. I have done everything they have told me to do. Now they want me to get a business card and bring it in along with my pay stub so they can call my employer. Well, good luck with that because when I'm not at work they aren't either. I am ready to go back to my old provider where they made it much easier.

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Apostle G
Portage, US
Jul 03, 2012 9:15 am EDT

I just hung up the phone speaking to a Pattie in the Office of President department of Presidents office of Corporate Executive Appeals out of Chicago and told her about my experance with their ccompany these last few days and how due to the severe storms over the weekend and the outages we endured I was told that because my agrrement was to pay my bill by Saturday Night and seeing that I didn't call them to make the payment even though we were dealing with sevear storms and power outages she told me that I still had broken my aggrement with them and so thats why they had suspended my service and now that I paid the bill two days latter they are still going to charge me a reconnection fee.
US Celluar SUCKS I wish now that I would of never left Sprint who I had been with for 15yrs and thought that US Celluar was offering a better deal fact is they SUCK and so does their customer service as well as their corporate offials who Ms Dillion their CEO hids behind and its evendent that she truly doesn't know the hill of beans about running a celluar company.

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10:54 pm EDT
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U.S. Cellular / United States Cellular billing

I recently switched from US Cellular as a customer to go with an iphone provider. I had been a loyal customer for over 10 years with no complaints until now. I cancelled my service and 4 weeks after I cancelled I saw they were still billing my checking account. I called to inquire on these bills and they told me there was a credit on my account but they cannot refund that to me until the next billing cycle clears which is another month away. I am on a very strict budget and this sets me back two months because it is money I had planned to go elsewhere (getting married). I find it absurd that even though you cancel your service, they still bill you almost an entire month later and then will not refund for another whole month.

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U.S. Cellular / United States Cellular contacts

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611 1888 944 9400 More phone numbers

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www.uscellular.com

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