US Cellular customers experiencing several issues, on the receiving end of billing system problems

US Cellular customers experiencing several issues, on the receiving end of billing system problems
Nothing like a large-scale system update to crash things around you and upset your customers. US Cellular, the ninth largest carrier in the United States, and one of the larger regional carriers, embarked on a billing system upgrade late last month.

When you think about what billing systems actually do for carriers, they are more than a mechanism to collect money from customers. They are also a switch interface for reps to enact feature changes, activate or deactivate devices on the network.

If an account goes too long overdue, the system will suspend the account not allowing the customer to make or receive calls. When you buy a new phone or set up a new account, the billing system is where it all starts (and ends usually). In short, billing systems are very important for you the customer and the carrier.

US Cellular made the decision to go through a system upgrade and it appears the result has been something similar to a never-ending-migraine headache from the lower-plains of hell. According to one person claiming to be a US Cellular rep, about 40,000 customers did not receive a bill last month. It also looks like scores of people are finding their accounts in a state of “suspended” even if the balances are current.

Needless to say, US Cellular has been taking it on the chin in social media and in service complaints. The company, once known for having a stellar service reputation, cannot seem to catch up with the deluge of complaints that are currently pouring in.

Yesterday, the carrier posted an admonishment on its Facebook page stating that progress has been made, “but recognize some challenges remain.” We would call that an understatement as the hundreds of venomous comments from angry customers seem to set the mood of everyone right now.

If you are a US Cellular customer, are you up and running? Or have you made a switch?

source: US Cellular (Facebook)

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7 Comments

1. DANTExphone888

Posts: 102; Member since: Aug 11, 2012

They are the fifth largest carrier in USA, not the ninth, that is Alltel.

2. Gawain

Posts: 449; Member since: Apr 15, 2010

Well, he got it wrong with "ninth largest" but USCC isn't the fifth largest. TracFone has a combined 20 million subs (and they're an MVNO). Cricket is bigger than USCC too, so at best it's eighth...

3. DANTExphone888

Posts: 102; Member since: Aug 11, 2012

MVNO's don't count because they don't use the own network, and Cricket is owned by AT&T, which make it a subsidiary company. So basically, USCC is somewhere between fifth-seventh largest. BTW, I hope USCC sells out AT&T or Sprint in the next year,because with all these problems, it looks like they're setting themselves up to it.

4. DANTExphone888

Posts: 102; Member since: Aug 11, 2012

I meant (sells out to At&t or sprint, and it looks like they're setting themselves up for it)-sorry for the typos.

5. Gawain

Posts: 449; Member since: Apr 15, 2010

That's awfully convenient tossing aside a company with 20+ million customers. But whatever...I forgot about AT&T taking on Leap, so yeah USCC is suddenly fifth...that's a big gap from 4th (T-Mo) to 5th, 40+million customers to less than 6 million...

6. nana_2_2

Posts: 1; Member since: Aug 20, 2013

I'm one of the ones trying to endure to "interruption" of services. I've waited on the phone for an hour three different times yesterday. This morning I got up as soon as they were available 6 a.m. Still no service on one of the phones on the account. Service is fine on the other phone of the account. Not getting any answers on how long this may take to rectify.

7. eleaders

Posts: 1; Member since: Sep 06, 2013

Just wasted 1/2 hour waiting only to be told the pin I gave them to allow us to discuss my account was wrong. This is MUCH more than a billing issue.

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