UScellular & T-Mobile — Local services in Clarksburg

I got a portable hotspot from US Cellular. A portable hotspot is not the same as a mobile hotspot (for those who don't know). A portable hotspot is a modem that in theory can be plugged into the wall anywhere that US Cellular has service and it will give internet access as a mobile hotspot would (only a mobile hotspot is more mobile with no wires).

So, I spoke with the representative about the service in my area and I was assured that the service would work in my area. At the time there was no other providers in my area, so this was my only real option. Initially the modem worked fine and seemed to have good service. However, after about a week or so into the ordeal, the service became very erratic. Sometimes it was stellar service and then the next minute it wouldn't work at all. Many times it would be for long durations of hours on in that the service wouldn't work. By this time we were beyond the return window and even still, having bad service was better than no service (no matter how bad). And it was bad. I mean bad, bad. Toward the end, service would go missing for 10-12 hours at a time. I called in many times trying to resolve the issue and it was always the same process of reset the modem, point the antennae toward Lumberport, and so forth. It rarely worked.

A few months in, and another service provider picked up my neighborhood, so I decided I would cancel US Cellular because their service was rarely existent anyway. The lady on the other end said that I would have to pay for the modem if I cancelled the service. I told her, no I will return it. She said that isn't how it works.

Basically, they tell you there are no contracts, but in reality the modem is the contract. What they do is string out payments on a modem, phone, hotspot, or other device and treat it like a contract so that if you cancel, you will have to pay to get out of the deal. It's a nasty and dishonest tactic in my opinion, especially when they advertise no contracts. So I told the lady that I refuse to pay for a piece of equipment if I can return it, especially when US Cellular didn't carry out their end of the agreement and that means provide an adequate service for me. In the end, she told me that I would not be charged for the modem and that I did not need to bring it back.

So I thought everything was good. I moved on to a new provider. But several months later, my credit report got hit with a $260 charge. After some investigation, I found out it is because I cancelled my service with US Cellular, that they were not adequately providing.

I am still disputing it and US Cellular is content with forcing me to pay this unjust charge. They have their hounds (collection agency) who are just as bad as they are, trying to force me to pay them for a service they didn't provide, or at least not consistently enough. I made sure I paid my final bill with an assurance from the lady, but now they are coming after me for the remaining cost of the modem. I am willing to take the modem back to them, but they don't want the modem, they want my money. The equipment is the contract. ALWAYS QUESTION A COMPANY THAT SAYS NO CONTRACTS. There may not technically be an installment contract on the service, but there is always an installment contract on the equipment unless you're paying for it up front. No matter what though, if they cant provide adequate service, they should refund the cost of the equipment and in the case of installments, they should cancel the cost when you cancel the service. Not doing so, is like selling a car and then refusing to honor a warranty when it doesn't work.

Anyhow, sorry for the long expose, but is was my experience with...

US Cellular stores are usually very helpful. This one rates a 2. While I like US Cellular as a whole, I would not recommend this store. C. sold and switched out two phones for my family. Did okay that day. Checked my husband's ID. My phone was not in stock, and was ordered. No problem, I'm not in a hurry. Come to find out, there is a difference between a mailing address and a shipping address. Customer doesn't see the computer screen and has no way of knowing. Did he ask where we wanted it shipped? No. Did it end up 2 hours away? Yes. Mistakes happen every day, just fix them... Here is the real problem. I called 611, they told me to call the carrier, well I didn't ship the item, I think the store should follow up on that, otherwise what is customer service if you can't correct your mistakes. Called the store, C. wasn't working, the manager was off. A. answered the phone and said there is nothing they can do, I would have to track it down. Really, fix your mistake?? Called 611 back, still refused to track the phone down. I am happy to say I heard the 611 people will Not have a job with Tmobile after the buyout. Still doesn't fix the Clarksburg store; when i called back, I asked for a supervisor, and he said no one was in charge. I asked for someone with the most experience and then I was somehow "disconnected". No callback. Luckily, I had a preplaned trip to Beckley; I was told absolutely we will fix this for you. He worked out a few kinks, cancelled, and marked phone as lost or stolen. Changed the shipping address, and was pleasant about it. Goes to show what wanting to provide customer service should be, not blowing off a problem and refusing to help. Maybe Tmobile will provide the Clarksburg store some additional training. Thank you Beckley US Cellular, 5 +...

Walked in they were somewhat busy. Waited a few minutes. Told the gentleman there, who was not wearing a name tag, that we wanted to ask some questions about our phone bill. He set us down and proceeded to dial the desk phone and said customer service will be on the phone shortly. This guy was an idiot! I would have called from my own phone had I wanted to talk with customer service, so instead of helping us, he left us with the desk phone in our hand and talk to customer service. I was absolutely insulted! I walked out and called US Cellular and complained. He works at the US CELLULAR in Clarksburg, WV on Emily Drive. I will never go...