U.S. Cellular Having Website Logon Issues And Horrendous, 2 Hour(+) Hold Times On Customer Support Calls!

Anura Guruge, June 8, 2013.


Anura Guruge

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Click to ENLARGE and read error message from U.S. Cellular.

I had noticed that they were having Website issues a few weeks ago but hadn’t given it much notice. Everything I did with U. S. Cellular, who had been my cell provider for over 12 years, was automated and rote. So I didn’t really have to do anything. They auto billed my credit card etc.

Today was a different matter.

I finally pulled the trigger. I switched to Consumer Cellular (with my AARP discount). That was as smooth as could have been. Wow. Talk about simple, straightforward and great support. Bang, bang, bang. They transferred two numbers over from U. S. Cellular, activated the service and then confirmed, an hour later, via a text message, that the two-way cell phone number transfers had been successfully achieved. Nothing but kudos for them. Very different to my abortive attempt with Walmart’s Straight Talk. More about my great experience with Consumer Cellular in a later post.

Though my account with U.S. Cellular should automatically cancel within 24 hours, now that the numbers have been successfully ported, I do NOT trust U. S. Cellular.

I tried to cancel using the Website. That didn’t go well.

Around 7:40 pm I call 611. They did say that they had long wait times because of Website and billing problems! After 45 minutes on hold, with the same bloody annoying message claiming that they can prolong your life I was disconnected.

I tried again, while watching cricket at 10 pm. 50 minutes later I got to talk to a rep.

As soon as I said I wanted to cancel she said she had to transfer me! Back on hold again.

I stayed on hold till midnight. That was a full two hours.

During that time, while I also did some research into the fascinating 18-year long Trent Council of the 16th century, I:

1/ Used U. S. Cellular’s e-mail system to request a cancellation.

2/ Filed an online complaint against U. S. Cellular with the FCC.

3/ Filed a complaint against U. S. Cellular with the Better Business Bureau (BBB) given the recent success I have had with them.

4/ I also cancelled my autopay.

What more can I do?

Just a heads up. If you need to contact U. S. Cellular you might be out of LUCK.


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