US Cellular

John of Summit, IL September 5, 2009

I paid the 100 deposit and entered into a 2 yr. contract with US Cellular at the above listed store location in late November 2007, had issues early on regarding being charged for "Easyedge"optional data svcs. for a phone model that wasn't compatible with 90% of the features. After several months of being overcharged and having to go in person to resolve the matter they finally admitted that my LG 3000 phone didn't work with "Easyedge" features and I wouldn't be billed for the svcs. -they didn't refund or credit me for the 3-4 months of overpayment either.

Since I am a hearing impaired US Navy vet and I'm homebound until I have knee replacement surgery performed-my wife kept the cellphone with her and I had her pay the bill each month at the store location. I had gotten a call about a year into the svc. agreement from US Cellular to give permission for my wife to pay the bills and check the account balance. They stressed the point that I was still the only one allowed to cancel, or make any changes to the service agreement.

A few months ago the battery went bad and when my wife went to the store location they informed her that they had a free battery replacement promotion and after finally having them actually reward us by having gone into that store without having to pay for something she was happy for a change. They then gave her a sales pitch about free LG cameraphones and an additional line for 10 a month extra for our 17 yr. old daughter. They told her since our original contract ended less than six months she could start a new service contract and since we know how teenagers are with cellphones she attempted to make sure that the new contract would include the unlimited text messaging for 29.95 a month extra. She was told that any needed changes could be made in the 30 days following the new contract (which I did not authorize to begin with)

Since she paid the first months charges at that time and then, after the 30 days had passed-they sent a bill for 793.00, saying that there was in fact a 250 text per month limit and my daughter's line was showing 2300+ text messages in a month's time!

Since the cellphone had become so important and my wifes number had been in use for so long as a contact number for important resources, she made an arrangment to pay the additional fees plus the regular bill by mid-Septmber to avoid disconnection. She paid the regular agreed upon charges and over 400.00 towards the "overcharge".

On August 26,2009 my wife had taken my daughter to a specialist's appt. at a Chicago hospital following a diagnosis of possible Cystic Fibrosis, when I tried to return her call she made to home earlier that morning that I didn't get because of my hearing disability, I recv'd a automated message stating that the cellphone numbers were no longer in service! I called US Cellular and when I got a snotty representatives response about the outstanding bill, I lost my patience and laid out the facts regarding the whole matter including the fact that I hadn't signed anything or authorized the new agreement to begin with, I was put on hold and then she got back on the phone and stated that someone had made a mistake and didn't make a note about the agreement my wife had made and informed me that the phones would be back on within minutes, but wouldn't do anything about any of the issues surrounding their many other "mistakes".

Also was informed that the balance was due on Sept.3 not the 13th. After paying over 500.00 in a month we get a bill for 853.00 and decided to take whatever steps we can to legally resolve this matter, but would not give US Cellular another dime or even do business with this company in any way should we experience any service disruptions or a lack of willingness to come to mutually acceptable terms. The phones were disconnected at 12:01 am Sept.4.'09.

My wife has all receipts and the original contract paperwork and the second, unauthorized contract and I am putting together a file with everything they ever sent us or gave us for receipt of payments.

Mel of Joplin, MO September 4, 2009

In 2004, I wanted to get a cell phone. I had never had one before, and didn't know what to expect in various plans. I found that most cell phone companies required first time customers to put up deposits of around 200.00. Among the companies I checked with was US Cellular. They required a 200.00 deposit. I refused to put up that deposit, and figured I would just have to do without a cell phone.

Sure enough, when I went back to US Cellular to buy a cell phone and sign up for their service, the salesperson checked with the credit department, and the deposit had been waived, and I was approved for a cell phone even though I had no credit rating.

About a year after this, I received a check for 200.00 to "refund deposit." Since I had not given them a deposit in the first place, there was nothing to be refunded. So I called them to tell them of their mistake, and to ask which office of US Cellular I should send the check back to. I was bounced around from one person to another until I ended up speaking to one of the higher-ups in Chicago. He told me to not worry about the check, and to "Just keep it." I told him that I do not keep money that is not mine. With a sigh he told me where to mail it back to, and I did.

Within a few days a US Cellular representative called me and profusely thanked me and really praised me for my "honesty" in returning the check to them. She told me that to thank me, they were adding 200 "courtesy minutes" to my account. I told them this wasn't necessary, but I thanked them for it. I've had cell phone service exclusively through US Cellular for 5 years now. I have a perfect payment record with them. I have never gone over my alloted minutes. I have never incurred any extra charges, late fees, or penalties.

Recently, I wanted to add a second line to my account. Like many Baby Boomers today, I'm looking after an elderly parent. My Mother never calls anybody, but she told me she would like a cell phone anyway. So I went to a US Cellular store to have a second line added to my account. I thought it would be a breeze. Boy was I mistaken!

First, I found I couldn't buy the quality cell phone I wanted, without signing up for Easy Edge--which I did not want--and going through a complicated process of paying for, then after 90 days cancelling, Easy Edge, and then applying for some sort of rebate. So I laid that phone aside, and planned to buy a real cheapo cell phone that US Cellular offered.

The salesperson did not know my name, or anything about me, but said that I would need to put up a 25.00 deposit in order to add a second line. I asked her, "I have maintained a perfect payment record with US Cellular for 5 yeas. Why do I need to put up a deposit?" She said that "everyone has to," but she agreed to call the Credit Department to see if it would be necessary in my case.

In the first version, the Credit Department said that everyone had to put up a deposit regardless of payment history. This didn't make any sense to me, so I left the store, and called their Credit Department directly. In the second version of the story they told me that they require some customers to put up deposits, but not others. They claimed that I would need to put up a deposit because of something they read on my credit report. When I asked them, "if this decision is based on my credit report, then why did you ask me to put up a deposit before you even knew my name and had a chance to check my credit report?" They couldn't give me an answer. So we ended the converstion.

I e-mailed US Cellular's Credit department. I told them the whole story from the beginning just like I have recorded here. I told them of the CEO waiving the 200 deposit, me returning the 200 check a year later, a five year-long perfect payment record, etc. I asked, "When I was a stranger to US Cellular, with no credit rating, you folks waved the 200.00 deposit, but now that I have good credit, and a perfect payment record with you, you won't wave a petty 25.00 deposit. Why?"

I am decidedly unenthusiastic about US Cellular anymore. I think the 25.00 deposit is petty. It appears to me that they charge this deposit to everyone, and then when they are called on it, they backtrack and try to think up excuses for their policy. Some people have to pay deposits, others don't, but these are non-negotiable, and are never waved. These contradictory statements just do not fit the facts. Their final statement in the e-mail was really incomprehensible: They said that if I maintained "uninterrupted service for a year" the deposit will be returned to me. But I ALREADY have 5 YEARS of uninterrupted service.

Perhaps the worst part of this situation was in talking with US Cellular over the phone, or in receiving e-mails from them, there was the repeated implication that I was not telling the truth. At one point in the conversation, the Credit Representative replied to one of my statements with, "I don't know that that is true." I confronted her and asked, "Are you calling me a liar?" Then she backpeddled slightly.

It is no marvel to me that US Cellular is losing a steady stream of customers. They have lost this one. I will let my contract expire, and sign up with another company. The reason I haven't bought an I-phone or some other more modern gadget is that I would have to leave US Cellular to do so. Well, that is no longer an obstacle.

Joseph of Myrtle Creek, OR August 22, 2009

On August 14, 2009 I called in a payment for my monthly account. My amount due was 131.82 I authorized payment in full from my checking account. I went about paying all of my other bills and my usual routine.

One week later I recieved a letter that said they had made a mistake and credited someone elses payment to my account and had only deducted 31.82 from my checking account and I now had a past due balance of 100.00. My wife promptly called and spoke to a person in financial services who proceeded to tell her we were liars, and had taken advantage of the system and it was "our" responsibility to look into whether or not they deducted the correct amount. My wife then spoke to two other people who told her they agree with the statement made by this individual but not the "tone."

My wife told him the way business works you cannot hold other people accountable for your mistakes and they were going to have to deal with losing a hundred bucks as a consequense of error because for six years we had made our payment in full on time every time. The answer from U.S. Cellular was "oops, but tuff!"

The day after I called and had the unpleasant experience of dealing with "Kathleen" the most wretched individual I have ever had the disatisfaction of dealing with. Anybody thinking of doing business with this company should be made aware of the fact that they hire thugs and bullies to handle their claims. I explained to her that this was the mistake on U.S. Cellulars part and that I did not appreciate the way my wife was talked to, I made my payment in full and their mistake was not mine to make up for. She immediately reverted to the same rhetoric as the night before "You're a thief, a liar, taking advantage of the company, yes we made a mistake but you are going to have to deal with it, even making reference to my personal financial situation as if to imply I was a welfare case looking for a "handout." I explained that I was myself in business management and had any of my employees EVER talked to a customer the way I had been talked to I would fire them post haste. She told me flat out "I don't care what you think. We have enough customers so you can leave and it aint gonna hurt us any!" I could not believe the audacity of these individuals, I have never in my life even on the streets been met with such beligerant and insulting behavior.

It is sad to me that U.S. Cellular feels as though this is the best way to deal with long time customers. Especially since when I tried to speak my side I was hung up on.

Pat of Crowder, OK July 20, 2009

I have had service with U.S. Cellular almost a year. Every month there were 80 to 100 in extra charges where my son was buying songs and ect. I would go in and ask for the Easy Edge to be removed from the phone, as they told me that is how he was purchasing things. They would tell me it was done and the next month here are charges again. I paid them as it was done by him, but, due to the fact they wouldn't respond to my request I have cancelled service with them, even though it cost me 150. to do so.

James of Candler, NC June 25, 2009

They have lied to us from the first about the price of the whole bill. We weren't told about how much our bill would be and we can not get on the internet to find out how much our bill is and we have to call the company each time. We got a family plan and we have 3 lines and two are free and our phones was suppose to have rebates and no one told us we had to have this thing called easyedge so we could get the rebates and they lied about that.

The bill went from 43.00 to 207.00 so we paid 10.00 that they said we owed and then the lady got smart with me on the phone and said OH You had to know your bill was not 10.00 and she says we owe 67.95 for last month and 69.99 will be our bill every month and we can not pay our bill online so we have to call the company each time to pay the bill. We never was told we had to call them to pay the bill and now she is saying they are trying to charge us 25.00 twice and which is one for a late fee. We never get the truth and we always get the run around about the bill. They add on charges that they want to stick on the bill.

Kevin of Chicago, IL June 6, 2009

had a 500 min plan with unlimited text messages I then transferred it to a unlimited calling plan and was told I will still have my unlimited text messages by a rep, after checking the info I gave was correct, I was paying 4.95 a month for unlimited texting & now they are trying to charge me 14.95 a month for a company error made by their rep!!! I should not be responsible for this error, they are giving me 6 months of unlimited texting for 4.95 and I want my original plan of unlimited back for 4.95 becacuse I was told my text plan would not change.

Now they are trying to force me to pay the extra 10 a month because the keep turning my service off every month until a I make a phone call to their customer service department which is a a HUGE INCONVIENCE to me because my service is interrupted & I have to hold 15-20 minutes for a supervisor to fix the problem!!! I srvice has been interupted every month sine january until I have to call & speak to a supervisor

Stephanie of plano, IA May 1, 2009

I had charges on my cell bill to 411 that i did not make, the calls were made at a time everyone in the house was asleep on 04/05/2009 at 1207am and the one on my daughters phone was made while she was in school and unable to use her phone. at 04/10 1210pm and it was diales as **411??? how did that even go through as a direct link to 411?

I contaced us cellular, they told me that they could only send a complaint form to directory assistance and there was no way for me to call director assistance to talk to someone about the charges? I HAVE NEVER USED 411 I do not use it because I KNOW IT CHARGES, how can directory assitance charge for calls that people are not making and how come there is no 800 number to call to dispute this with them directly? I believe directory assistance if RIPPING people off!

Stephen of Eureka, CA April 19, 2009

In March of 2007 I closed this account after using US cellular for 12 years. I have had to dispute the charges every month since. They have told me twice that they would write off the balance so I would get my deposit back. As I write this today, 4/18/09 I have had to dispute the charges again. I have been told that my account is closed and that I have been removed from the Auto-pay plan by 3 separate representatives of US Cellular.

I have asked for a letter every time I called to show that the account is closed and there will be no more charges. They tell me that they do not write letters. I have received two letters threatening to send me to collections. On 10/4/09 a rep named Eric agreed to waive the charges of 25.02. He was also going to remove the 20.00 fee. He promised me that this would be the last time I had to call. On 11/4/09 I received new charges of 45.02 I did dispute these charges as well. I cannot get them to close this account and refund my deposit. On 3/37/09 I received another collection notice but now the amount is up to 60.00. I need your help.

Much anger, heartache and woe!

Michelle of Wellsville, NY April 9, 2009

In 2003 i had a cell phone with cell one, after a while i decided to add a line (my husband) i did so and was not aware that in doing this, there were now 2 contracts in my name. when the service w/cell one was unbearable, dropped calls, no coverage i checked into verizon wireless and switched. i called cell one and asked what i would have to pay, they said 800.00. WHAT! they said i had 2 sept. contracts. I said, No i signed only 1 contract, they stated that when i added my husbands line, that added another contract. NO WAY!

i agreed to pay for the original contract, but not one that was never signed or even agreed upon. this was in 2006 and i have not heard from anyone since that time. out of no where i receive a call from the cbhv re: this bill. why did it take 3 years to contact me? i had more or less forgotten about it. it never showed up on my credit report and now she is threatening me with turning it into the credit companies. HELP. WHAT DO I DO NOW!

Mindy of Columbus, KS March 25, 2009

I called to ask about getting my photos from my phone to an online album. The first woman I talked to, I'm not sure of her name but she did not speak good english, was quick to say I cant help you with that and put me on hold without another word. Then, Brad gets on the phone, what a nightmare. Brad was a bit rude at first, and kept acting like he could not hear me and saying that I was cutting out. he asked me what kind of phone I had, which really had nothing to do with the question, I just wanted to purchase picture messaging.

Anyways, he asked me for a password and I told him that I never recieved anything about a password from them, ever. He responded, um, YEAH, they did. Like I was lying or something, and then he ended the call. I have photos of my friend who passed away stored in my phone and I just wanted some one to help me get them on my computer so I could print them and they were rude and made me cry.

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