February 17, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular® Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for your continued correspondence in reference to the above U.SCellular accountI have reviewed Ms***’s rejection response and will be happy to see if I can be of any further assistance in this matterIn her response, Ms [redacted] summarizes how she feels that she was misled by the [redacted] (***) who helped her to establish her service with usAs I mentioned in my previous response, I feel that is realistic that some misinformation may have been exchanged during this interactionBut after my conversation with that particular ***, I do not feel it likely that Ms [redacted] was intentionally misled about the availability of high-speed data in the Chicago areaInitially, Ms [redacted] had presented us with two possible settlement scenarios that she felt would resolve this complaintBoth of these options involved paying off the [redacted] Installment Contracts (RIC) on her accountSince these options were proffered by her, Ms [redacted] has paid off the balances of both of the RIC’sThis action on her part makes the two previously mentioned resolutions problematicIn her most recent response, she does not provide a revised settlement that she feels would resolve this situationTherefore, unless further correspondence is received by U.SCellular regarding this matter, we will consider it closedI sincerely appreciate the time that Ms [redacted] invested in this matterI would like to apologize for any inconvenience or frustration that this may have caused her and I wish that her experience with us had been a better oneShould Ms [redacted] have additional questions or should she need immediate assistance, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] DCustomer Resolution Support U.SCellular
12/26/Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: Customer’s Name: Ronald DEdwards U.SCellular Account Number: Thank you for contacting U.SCellular in reference to the above accountI am in receipt of MrEdwards’s complaintI understand that MrEdwards is rejecting that a third line was added to the account in I understand MrEdwards would like reimbursement for the service charges for this line from the start date up to the cancellation of this line on 12/24/I can certainly understand the confusion surrounding this type of situationI will be happy to provide some further information on the accountI do apologize for the confusion this has causedIn review of the account history, I am not showing this line was activated on the current account in 2003, I am showing the staorder for this line under the current account was on 2/17/on the current accountThe line was activated with a Samsung Galaxy SdeviceI am showing that we were reached out to in store regarding the customer having more than one account open and wanted to have these account combinedDuring this interaction, the 3rd line was added to the accountCurrently, I show no indication that this was an error on the part of U.SCellular®It shows that all procedures were followed based on the request we received while the customer was in storeWe are unable to provide any adjustments to the amounts billed on the accountThese charges have been showing on the billing invoices that we have been sending MrEdwards continuouslyU.SCellular® sends a monthly billing invoice that is receivable via mail or can be viewed online in our Customers’ My AccountIt is the consumers’ responsibility to ensure that they are fully reviewing the billing statements for accuracy, and if there are any discrepancies pertaining to the charges, the customer needs to reach out to us immediately to address the situationEven when a line shows no usage history, we cannot determine if the line is being utilized as an emergency device, backup device, or should not be active on the account without knowledge from the customerI do apologize, but we cannot currently validate any adjustment requests towards MrEdwards’s accountShould MrEdwards have additional questions, he may contact our Customer Service Department at (888)944-Sincerely, Chris HCustomer Resolution Support U.SCellular®
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]
October 28, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr***'s rebuttal in which he attaches his bill from 8/24/and 12/24/Since these two bills include his account number we can proceed with viewing his account In this rebuttal Mr [redacted] states that in my response I mentioned that we did not sell unlimited plans in but his contract was initiated in He advises us that the attached statements show that he was paying $a month for data and that it was his perception that the data was unlimited, that this is how it had been explained to himHe mentions that this is noted on every bill he receivedHe says the contract does not explain that there was a GB limit Mr [redacted] is correct that in my response I advised him that we did not offer an unlimited plan in I would like to add to my response that we did not offer, or advertise, an unlimited plan in eitherIf there was a misunderstanding in the retail store we do apologize but since we cannot go back and "hear" what was said in the store we can only defend our position by knowing that an unlimited plan was not offered during these time framesWe do take note of his statements that he attached that show he had unlimited messaging but it does not say unlimited messaging and unlimited dataThe statements therefore do provide his phone and account number but do not provide evidence that his data was unlimited I am still unable to provide any specific information regarding his balanceWe are unable to make any adjustments or discuss the nature of the balance since we no longer have access to the details of the accountThe account no longer belongs to us and has been sold to Credit Management LPMr [redacted] would need to contact the collection agency that now owns the account to settle this matterThe name of the collection agency that his account has been assigned to is: [redacted] We certainly hope that Mr [redacted] is able to resolve this issue with CMI and wish him the best in his future endeavorsThank you for taking the time to contact us Sincerely, [redacted] Customer Resolutions Support U.SCellular(r)
Complaint: I am rejecting this response because: Yes, US cellular gave me a discount for a yearI am very thankful for thatYes I did get a financed phone for my son because he broke hisI told them that I couldn't afford an additional chargeThey told me that I wouldn't notice a difference because they would take off the dataIt is something they are offering with a device payoutI specifically told them my discount was expiring, and need to know the price of planThey told me prior to taxes they changed up my planThey are not being comparible to other carriesRight now they are offering lines with data for for new customers [redacted] , and [redacted] offer deals substantially lower than thatThey get you lured in and then they raise the priceIt is so expensive to get out of contract that you are kinda stuckI'm looking at a piece for two lines and for anotherIf they can offer that promo to new customersThey can offer it to old faithful ones Sincerely, [redacted]
February 16, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] ’s rebuttal wherein he does not accept my responseMr [redacted] says Ms [redacted] called on February 11, and was told that it would be a couple more days before the refund is sentIt’s my pleasure to continue assisting Mr [redacted] with this matterI have been in contact with our Rebate department’s Escalation teamThe Escalation team has assured me that Mr [redacted] ’s rebates would arrive within 7-business days from February 12, We have reviewed Mr [redacted] ’s complaintWe have expedited the rebate to have it arrive as soon as possible to Mr [redacted] The following cards were mailed on February 15, For the number ending in in the amount of $210.00, and for the number ending in in the amount of $As the rebate cards are in the mail, we respectfully request that this case be closedShould Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] RCustomer Resolution Support U.SCellular®
September 19, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] complaint which he states that on September 9, he preordered the new Apple iPhone He states that he has made many calls and chatted on our website to several representatives as to when he would receive his new Apple iPhone He states that no U.SCellular representative has been able to give him a date of expected deliveryMr [redacted] desire resolution is that someone give him an estimated shipping date for his phone I certainly understand Mr [redacted] frustration of not being given a date of when he would have his phone or when it will shipHowever, Apple has provided a limited amount of devices to all carriersAs devices are shipped to us then customers who preordered the iPhone will be sent their deviceUnfortunately, U.SCellular does not know when Apple will provide these devices to us When an iPhone is ready to ship to Mr [redacted] and if he provided his email at the time of preorder he will received an email that his device is shippingIf U.SCellular knew when Apple would be providing us a shipment of new iPhones we would definitely provide that to Mr*** Unfortunately, at this time we are unable to provide Mr [redacted] his desired resolution of providing him an expected shipping dateShould Mr [redacted] have additional questions, he may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®
December 15, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] *** Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] ’ complain in which she states that she has submitted a friend of hers for U.SCellular’s Refer a Friend rebate in September She referred another friend to U.SCellular to receive the Refer a Friend rebateMs [redacted] ’ states that she has received the rebate cards for the second friend she referred, but has not receive the first set of cards for the first friend she referred in SeptemberI certainly understand her frustration and I will be happy to address those After reviewing the account and rebate information I do see that only one set of cards have been providedIn order for the Refer a Friend to complete properly Ms [redacted] ’ must have submitted her friend’s information before her friend signs up, otherwise the process would be done incorrectly and she would not receive the rebate cardsUnfortunately, without Ms [redacted] ’ going directly through the rebate center there is only one option I have I am able to apply the amount of the rebates in the form of an account credit to Ms [redacted] accountHowever, the friend she referred will have to call in to see if the same thing can be done for their accountSince we would need to speak to Ms [redacted] ’ friend to assist her, I cannot do the same thing for her friendIf Ms [redacted] ’ will respond to this rebuttal I will be happy to complete this offer Should Ms [redacted] ’ have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®
Complaint: [redacted] I am rejecting this response because: I did make the request previously with a US Cellular representative to send me paper billing statements till this issue was fixed and since that request I have only received a copy of my November billing statementThe representative I spoke with assured me that she would make sure that I received paper statements each month so I could see how my payments were being applied to my account and to see what I was being billed for each monthI would like to see my December and all paper statements going forward mailed to me until I request them to stopThis is not something I can request on my account online due to the system issue does not allow me to change that featureI disagree with the response by US Cellular, that I could stop at a local store to view my detail bill if I wanted to see what I am being chargedI made the request already to have paper statements mailed to me because I want to see what I am being billed for and the issue with their system is preventing me from seeing it.US Cellular has had since November when they were made aware of this issue to and it is now over days since I first informed them of this issueI do not agree with closing this issue because they have previously closed tickets without fixing the issue and I feel that this needs to remain open until the issue is fixedAs for paying my bill, I will not call in and give out my bank account or debit card information over the phone to any representativeAs for stopping and paying my bill in person at the local store it will be something that I can only do when my schedule allows itI work full-time and go to school full-timeI will not use any of my personal time or vacation time to leave work early to go pay this bill because they have not fixed the issue with their system.As for calling in and speaking to a representative, I have done that multiple times and it gets me no whereEvery conservations lasts at least to minutes and I can use that time to be doing my school work or spending it with my family instead of being on hold to find out the status of this issueI feel it is time for US Cellular to make the contact to update me with the status of this issue even if it is by email, which they have my email Sincerely, [redacted]
August 19, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above account We are in receipt of Ms [redacted] complaint regarding our Refer-A-Friend promotion Ms [redacted] stated that she received a text message that said: U.SCellular Msg: Hurry and get 12GB Bonus Data for referring friends to U.SCellular, PLUS A $promo card for EACH SUCCESSFUL REFERRAL Ms [redacted] noted that she did refer a friend(s) but has not received the data that was mentioned in the text message She states that she spoke with multiple Representatives that were not aware of the promotion and that her friends would need to start and account with U.SCellular for her to receive the extra data Ms [redacted] stated that the text did not state the details, only that she had to refer a friend to receive the extra data She noted that she feels this was a bait and switch Ms [redacted] desired outcome is to receive the gigabytes of extra data that the message stated I would be happy to review Ms [redacted] account and provide information that I hope she finds helpful I can truly respect Ms [redacted] concern with not receiving the extra data that was mentioned in the text message that she received If I followed the instructions on a promotion that I received, I would expect to receive the benefits from that promotion I would like to apologize for any confusion about the promotion that was provided to Ms [redacted] when she was speaking with our U.SCellular Representatives This is a current promotion and the text message that was received is valid I would like to explain the promotion so the details are clear Existing Customer registers for the program Existing Customer refers friends Friend responds by activating a new account and new line or lines After activation friend registers and is automatically paired to referrer Referrer and Friend are sent $closed loop promo card for every smartphone activated (after validation of eligibility) The gigabytes will be applied gigabyte per month for monthsAfter the Friend registers, the entire payout process should take about 6-weeks For Ms [redacted] to receive the extra gigabytes of data, the person she referred needs to start a U.SCellular account and register online Due to the situation, I have applied the extra data at gigabyte per month for the next months I have also applied a credit of $to Ms [redacted] account I hope that this is satisfactory and meets Ms [redacted] desired resolution Should Ms [redacted] have additional questions, he/she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Resolution Support U.SCellular®
July 25, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] *** Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] complaint in which he is disputing the denial of his Contract Buyout rebatesMr [redacted] states that upon activating service he requested Device Protection+ which is a requirementMr [redacted] also states that the terms and conditions state that he may cancel Device Protection+ at any time and further states that he was in compliance with the terms and conditions and should not be denied the Contract Buyout rebates after he elected to cancel the Device Protection+ featureMr [redacted] states he expects the rebates to be honoredI certainly understand that Mr [redacted] is frustrated about being notified that he is not going to receive the Contract Buyout rebatesI am happy to review the account and address Mr [redacted] complaint I have carefully reviewed our records in this matterOn May 6, Mr [redacted] activated three lines of service with Device Protection+ on each line as required for the Contract Buyout rebateThe Contract Buyout rebates also require that the final bill pages which show either the Early Termination Fee charge or the final retail installment charge from the previous wireless provider On June 3rd Mr [redacted] called our Business Customer Service Team and requested to cancel the Device Protection+ on all three linesMr [redacted] was advised that if he was waiting on any rebates that required Device Protection+ on the account then these rebates would be voidedMr [redacted] was advised twice before the Device Protection+ was removed that doing so would void any pending rebates Mr [redacted] contacted our Business Customer Services Team on July 14th and again on July 15th and was advised again that he does not qualify for the Contract Buyout rebates due to having removed the Device Protection+ on June 3rdMr [redacted] contacted us via Social Media on both July 16th and on July 18th at which time he was advised again that he does not qualify for the Contract rebates due to his request to remove the Device Protection+ on June 3rdAdditionally, when corresponding with our Social Media team Mr [redacted] pointed out, as he also stated in his Revdex.com complaint, that in the details for the rebates it states “Device Protection can be removed at any time”In the ‘Things We Want You To Know’ section of the rebate information it states: “.Unlimited Contract Payoff Promo: Each line requesting Unlimited Contract Payoff must port in current number to U.SCellular, and purchase new device through a Retail Installment Contract on a Shared Connect Plan with Device Protection+ and turn in their deviceIf device turn in is not received before bill submission, or no device is turned in, Contract Payoff will be capped at $per lineTurned in Smartphone must be in fully functional, working condition without any liquid damage or broken components, including, but not limited to, a cracked housingDevices with cracked screens will be accepted as long as the device meets all other requirementsSmartphone must power on and cannot be pin lockedSubmit final bill identifying Early Termination Fee (ETF) or final device balanced owed within days of activation date to uscellular.com/contractpayoff or via mail to U.SCellular Contract Payoff Program 5591-61; PO Box 752257; El Paso, TX 88575-Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offerReimbursement in form of a U.SCellular [redacted] ® Debit Card.™ Member FDIC pursuant to license from [redacted] International IncorporatedThis card does not have cash access and can be used at any merchant location that accepts [redacted] Debit Cards within the U.SonlyCard valid through expiration date shown on front of cardAllow 8-weeks for processing after final submissionDevice Protection+: Enrollment in Device Protection+ requiredThe monthly charge for Device Protection+ is $for SmartphonesA deductible per approved claim appliesYou may cancel Device Protection+ anytime Mr [redacted] was advised by our Social Media Team that it is correct that Device Protection+ can be removed at any time, however, to qualify for the rebate, it must be on the account when the rebates process or risk denial Mr [redacted] complaint has also been received via e-mail and the resolution states that Mr [redacted] does not qualify due to his request to remove the Device Protection+ on June 3rdMr [redacted] first submission of his final bill from his previous wireless carrier occurred on June 13th and was subsequently denied due to no Device Protection+ being on the accountMr [redacted] has resubmitted his request for the Contract Buyout rebates directly with the rebate centerMr [redacted] account has been reviewed by multiple members of leadership and all concur that Mr [redacted] did not meet the conditions of the offer when he elected to remove Device Protection+ from all lines on his account after being advised twice that cancelling would void pending rebates While we understand that Mr [redacted] is frustrated that he is not going to receive the Contract Buyout rebates, he was advised that removing Device Protection+ would void pending rebatesWhile the terms state that Device Protection+ may be removed at any time, it also states that the reimbursement it subject to the conditions of the offer and clearly state that Device Protection+ is a requirementShould Mr [redacted] have additional questions, he/she may contact our Customer Service Department at ###-###-#### Sincerely, [redacted] Customer Resolution Support U.SCellular®
Initial Business Response / [redacted] (1000, 10, 2015/08/19) */ August 19, Revdex.com of Chicago N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountI am in receipt of the correspondence from Ms [redacted] stating the user of one of the lines on her plan works out of town and is roamingMs [redacted] says that this user has gone over the roaming data and not the pan dataMs [redacted] also says that since this has happened before, U.SCellular in terminating the service for this lineMs [redacted] goes on to say that she has been a customer of U.SCellular for more than years and always pays the bill on timeMs [redacted] says that U.SCellular claims that she was notified this was going to happen but she has received nothing stating thisMs [redacted] continues by saying that she spoke with someone on August 15, and nothing was said regarding the cancelationMs [redacted] states that she was told that this was a mistake that the phone would be turned back on and a $credit would be applied to the accountMs [redacted] says that after a lengthy conversation on August 18, nothing has been resolvedMs [redacted] says that U.SCellular is planning on canceling the line ending in -***Ms [redacted] states that due to this she is forced to find another carrier for this line while keeping the other two lines with U.SCellular or pay a large penalty to get out of the contractMs [redacted] continues by saying that this is inconvenient as a consumer and that had she been notified steps would have been taken to resolve this matterMs [redacted] is requesting that the phone remain on or be released from the contract with no penalties so she can have the convenience of one carrier I would like to apologize for any frustration Ms [redacted] have experienced while attempting to resolve this matterI appreciate the opportunity Ms [redacted] has given us to research this account and address this matter as well as provide additional information that [redacted] be helpful U.SCellular understands that customers [redacted] need to use their phone when traveling in areas that we are not licensed to sell serviceThis is why U.SCellular has roaming agreements with other providers for our customers to use services in these areasThis is how U.SCellular is able to offer a National coverageIn the terms and conditions that Ms [redacted] agreed to, it states "At least 50% of your monthly voice usage for each device on your account must be used in U.SCellular's licensed marketsNo more than MB of your data usage in any month for each device on your account [redacted] be used in U.SCellular's non-licensed markets." When over a period of time the usage has exceeded this agreed upon terms U.SCellular reserves the right to cancel the services as the terms have been broken by the customerU.SCellular notifies all customers before cancelation takes place On February 24, a letter was sent to the address U.SCellular has on file, which matches the address Ms [redacted] providedThis letter notified Ms [redacted] of the terms and conditions that were agreed to and that the service was being violated and at risk of cancelationOn March 11, another notification was sent by letter to the address on fileThe data services were also interrupted for the remainder of Ms***'s cycleOn March 18, Ms [redacted] contacted our Customer Service Department regarding charges for data overages as well as the letter that was receivedOur Customer Service Department assisted Ms [redacted] with additional information and partnered Ms [redacted] with our department that handles our data roaming usageIt was at this time that Ms [redacted] was advised again of the terms and conditions of serviceWe recommended that the option of the phone be used to help avoid usageWe let Ms [redacted] know that the line ending in - [redacted] would be set to cancel on the next violation and that another violation by the line ending in - [redacted] would result in a suspension of serviceOn each date that a letter was sent to the address on the account a text message that said "Your U.SCellular data roaming usage exceeds your Terms of Service allowance & data [redacted] be interruptedPlease call XXX-XXX-XXXX" was sent to the line ending in - [redacted] When Ms [redacted] spoke to our Customer Service Department on March 24, we advised that due to the Data Roaming violation the data services were interrupted and that the data services would restore at the start of the next cycleOn March 25, Ms [redacted] asked how to have the data block removedWe again advised that due to the violation that the service would remain blocked until the start of the new cycle on the 2nd of the following monthOn June 27, Ms [redacted] contacted U.SCellular about a hotspot device and inquired if it would work in the [redacted] areaMs [redacted] was advised that this area was out of the U.SCellular network coverageOn August 13, the data usage on the line ending in - [redacted] was again exceededThis was the third time for the data violationA call attempt was placed to the line ending in - [redacted] and a message was left for Ms [redacted] to contact U.SCellularAnother notification was sent by mail and the data services were interrupted to the line ending in -***On August 17, Ms [redacted] contacted U.SCellular regarding the data block on the line ending in -***Ms [redacted] was advised that the data usage was again in violation of the roaming agreement that was agreed to and that the services would cancel on August 27, Ms [redacted] also had the opportunity to speak with a Solution Consultant who let her know that the early termination fee for the line that is being terminated due to the violation of service would be waiverShould Ms [redacted] choose to cancel the other two lines of service, applicable termination fees will be applied as the commitment would not be completed Ms [redacted] stated that there was to have been a credit of $applied to the accountOur records show that on March 24, Ms [redacted] requested credit for the days that the line ending in - [redacted] was without data serviceThis line was able to place and receive callsThe plan that Ms [redacted] is on all services are included in the priceThere is no additional charge for only dataA courtesy credit of $was applied to the account for the interruption of servicesThere is no record of additional credit that has been promised to be applied to the account I have reviewed Ms***'s complaintU.SCellular provided Ms [redacted] with the terms and conditions of use when services were activatedU.SCellular made multiple attempts to contact Ms [redacted] when the data usage was being violatedThis was dome in writing through letter and through text messagingMs [redacted] has spoken to our Customer Service Department multiple times regarding the data usage while roaming and that the service agreement has been violatedThe line ending in - [redacted] will be canceled with no fee on August 27, if services are not canceled prior to this dateIt is due to the violation of services that the early termination fee will be waived on this lineThe remaining lines on the account are being used within the U.SCellular network and are not violating the service agreementThis would make any early termination fee on the remaining two lines a valid charge should services be canceled At U.SCellular(r), it is our goal to provide our customers with the very best in customer satisfactionWe have truly appreciated Ms***'s business and again regret any inconvenience this situation [redacted] have causedShould there be any additional questions regarding this correspondence, please have Ms [redacted] contact our Customer Service Department at XXX-XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular
February 8, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.SCellular in reference to the above accountI have received [redacted] ***’s complaint pertaining to the data usage of their connected deviceI certainly can understand why [redacted] would question usage of the magnitude described especially if the date reflected does not match their usage counterI can definitely see how this situation could have caused some frustration and the need for explanationI will be happy to review the complaint as well as the account to see if we can determine what may have caused [redacted] to feel such a way in hopes of reaching some type of resolution to this situationFirst of all, the usage counter on the connected device and our internal system log which reports the usage on the accounts can vary as much as to hoursThis is why many times the alerts we send do not include the most recent data usedIn ***’s case it is possible that a download occurred in the background, such as a system update for example, that would have caused a higher than usage on our account logThis usage should have also shown up on the modem’s counter as well although maybe not on the same date due to the delay in reporting as mentioned above [redacted] is correct in reporting that they contacted our Customer Service Department regarding this issue on more than one occasionI do see that we tried to assist with making sure the date for the counter on the modem coincided with our bill cycle date but was unsuccessfulWe also recommended taking the modem and the laptop to the retail location to have that date checkedIt is very important that the counter log on the modem match the bill cycle dates to insure accurate reportingFor that reason, I would ask [redacted] to please do this at the earliest convenienceOnce it is determined that the dates of the modem log and our bill cycle match, we may need to perform further troubleshooting steps through our Technical Support DepartmentWe do have a feature that can be provided to the account for $per month in which a cap limit can be set for each device on the accountWhile this does not guarantee that overage would not occur, it would cap the device from using more data once the limit has been reachedIn an effort to provide some resolution in this matter, we will agree to credit any overage incurred on this current bill cycle as a result of the dispute from [redacted] and apologize for any inconvenience and frustration this has causedShould [redacted] see any charges for overage on the next bill, I would as [redacted] to call our Customer Service Department at the number listed below to receive credit [redacted] requested the possibility of providing data billing detail in the futureCurrently we do not have the ability to provide such detail for our billingHowever, this may be something that we can look into for the futureI immensely appreciate the time that [redacted] has invested into this matter up to this pointShould [redacted] have additional questions or should need immediate assistance, please contact our Customer Service Department at ( [redacted] Sincerely, [redacted] HCustomer Resolution Support U.SCellular
October 21, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] complaint in which she details the changes she made with service providers, the time she spent in the store to reactivate her service, the different answers she received related to keeping her old plan and waiving the ETF's, the contact she made with U.SCellular to remove the ETF's, payments that have not properly been applied to her account and her account being turned over to a collection agencyMs [redacted] requests that U.SCellular update her credit report, waive all ETF's and a refund of excess money owed to her within daysFurther, Ms [redacted] requests that we compensate her for lost wages, late fees and interest if it takes beyond days My name is [redacted] and I appreciate the opportunity to review Ms [redacted] complaintWe would like to sincerely apologize to Ms [redacted] for the frustration she has experiencedIt is never our intention to cause our customers angst, especially to the point of cancelationI hope to provide information Ms [redacted] will find helpful On September 3, Ms [redacted] upgraded both of her phones with a two-year agreementAt that time U.SCellular had recently undergone a complete billing system changeUnfortunately, many changes took much longer than during this time period and we are truly sorry the process to upgrade Ms [redacted] phones took hours On January 18, one of Ms [redacted] lines was ported to another service provider followed by the second line on January 23, Because the two-year agreement was broken, Ms [redacted] was assessed an ETF that latter appeared on her bill dated: 2/6/ On February 1, Ms [redacted] contacted our Customer Service Department to discuss the process of returning to U.SCellularShe was advised to visit the store to begin the process of restarting her accountDuring this interaction we incorrectly advised Ms [redacted] that she would be able to keep the same retired plan, Family Premium Plus, she had prior to porting her numbers out On February 2, Ms [redacted] visited our store on [redacted] and worked with our Sales Associate, *** [redacted] was unable to reinstate Ms [redacted] account with the retired plan and she contacted our Customer Relations Department [redacted] from our Customer Relations Department advised [redacted] we would be unable to reinstate the retired plan [redacted] then spoke with Ms [redacted] to let her know we would be unable to activate her old planAccording to our notations, [redacted] told Ms [redacted] in order to return to U.SCellular she would need to activate on a new plan with a two-year agreementFurther, she would be eligible for new phones as of July 3, and she should contact U.SCellular once she received the billed ETF's to have them removedMs [redacted] left the store with our 1GB Shared Connect Plan and two temporary numbers that were used until her numbers were ported back to U.SCellularOn February 4, Ms [redacted] called our Customer Service Department to change from her temporary numbers to her portnumbers Prior to porting her numbers, Ms [redacted] had a bill dated: 1/6/that showed a balance of $due 1/31/15; this included $in past due charges and $in current chargesWe received a $payment on 1/21/leaving a balance of $After porting her numbers out and back in, a bill dated 2/6/showed a balance of $due 3/4/15; this included $in past due charges and $in current charges of which $was ETF chargesOn 2/18/we received a payment of $A bill dated 3/6/showed a balance of $due 3/31/15; this included $in past due charges and $in current chargesWe received a $payment on 3/19/and a $payment on 3/30/leaving a balance of $ We do not have any documented interactions with Ms [redacted] between February 4th and April 6thOn April 6th Ms [redacted] contacted our Customer Service Department about her balanceWe discovered the ETF's had not yet been removed and a request was submitted to remove the ETF charges from her billThis request was completed on April 7th when a credit of $was applied to Ms [redacted] accountWe also received a payment of $on April 7th leaving a credit balance of $on the account On April 12th, we received a port-out request for both of Ms [redacted] numbersWe were truly saddened to see thisAlso on this date, the bill dated: 4/6/posted and the account had a credit balance of $Two ETF's were generated on the bill dated: 5/6/because the two-year agreement required for the 1GB Shared Connect Plan Ms [redacted] selected when she returned to U.SCellular was not fulfilledThe final balance was $due 5/31/There were no late fees added to this balanceWe do not have any documented interactions with Ms [redacted] beyond April 11th when she called for her account number On September 11th we turned over the balance of $to a collection agencyU.SCellular does not directly report to the credit bureausWe require the collection agencies we work with to wait a minimum of days to report unpaid balances to the credit bureausWe want to provide our customers every opportunity to ask questions and pay off their balances before their credit is impacted On October 1st we received a request from the collection agency Ms [redacted] account had been placed with to provide bill reprints and a copy of Ms [redacted] contractOn October 14th the collection agency returned Ms [redacted] account to U.SCellular because they received a cease and desist request from her At this time the balance owed to U.SCellular is $We kindly ask that Ms [redacted] remit payment to U.SCellular to clear this balanceUpon Ms [redacted] request, we would be happy to mail a copy of the two-year service agreement she signed on February 2nd that led to the ETF's that make up her balance We want to encourage Ms [redacted] to make sure her payment to U.SCellular has posted by December 4th, at 5pm Central TimePayments can be made over the phone, in store or via mailWe would certainly hate to see this happen, but if Ms [redacted] is unable to remit payment her account will be turned over to an outside collection agency We are truly sorry for the frustration Ms [redacted] has encounteredWe want to reassure Ms [redacted] her current balance of $is valid and all erroneous charges were removed from her account on April 7thShould Ms [redacted] have additional questions or want to make a payment, she may contact our Customer Service Department at [redacted] We are available daily from 6am-11pm Central Time Sincerely, [redacted] Customer Resolution Support U.SCellular(r)
Tuesday, May 16, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] N Wabash Avenue Suite [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.SCellular in reference to the above accountWe have received Mr [redacted] rebuttal in regards to his contract pricingAfter further review I show that Mr [redacted] did speak with our solutions consultants department today and came to an agreement to add an additional discount to his account to lower the price of his plan, with the understanding that if changes are made the price would change Should Mr [redacted] have additional questions, he/she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®
August 29, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: Mr [redacted] U.SCellular Account Number: N/A Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr***’s correspondenceMr [redacted] called U.SCellular’s Business Customer Service about a discrepancy with his billingWe requested research to be done and Mr [redacted] has not had a response regarding that research We have reviewed Mr***’s concernsWhile we understand his frustration, because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposesThis was not provided in his submission Please advise Mr [redacted] to resubmit this complaint with the information requested above and we will be happy to address his concern at that timeWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter Sincerely, [redacted] Customer Service Support Team U.SCellular® Tell us why here
Complaint: [redacted] I am rejecting this response because:I called the 1-888- [redacted] number, and spoke to a ***, she informed me that this is a business account, and that I would have to be transferred to the "Business Services" She transferred me to them and I spoke to " [redacted] " [redacted] informed me that the only options that I have to cancel service is to pay the following:On the two hot spots a "Termination Fee" of each or a total of $ 124.00On the (***) ***- [redacted] line a "Termination Fee" of 145.00On line (***) ***- [redacted] A phone buy out of $ 388.80On line (***) ***- [redacted] A phone buy out of $ 495.00On line (***) ***- [redacted] A phone buy out of $ 449.28.Thus the total to cancel the service that I do not receive is $ 1,602.08.I do not understand that US Cellular is advertising that I receive the "Best Service" and they are not providing that My service is almost nill, yet they want to charge Termination Fees, when it is not my fault that they do not have service in my area that they promote that they haveU.SCellular is misrepresenting their product, and should offer to void all termination fees, if another provider can have the service in the area It is not my fault that the "tower has been changed directions to accommodate more customers " and I am left in the cold with almost no service I feel like I have been shafted in regards to the service, and no help from US Cellular in providing the service that "I used to have from them" If they cannot provide adequate service, then they need to point that out in the maps of the areas that they say they have servicethey also need to be truthful to customers if the towers are changed in directions and the service area has been compromised.They also should provide the customers that the service is limited some options in regards to getting out of the non-existent service I have been a loyal customer quite a few years, and yet U.SCellular is not offering to make up to me any help in the service is***s Ii would like a actual fix to my problem or for Sincerely, [redacted]
Tuesday, January 23, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.SCellular in reference to the above account I understand that Ms [redacted] is concerned and frustrated regarding a refund in the amount of $that she was advised she would no longer be receiving as well as continuing to be charged repeatedlyI look forward to addressing Ms [redacted] ’s concerns and providing some clarity on this issue In reviewing the account I see Ms [redacted] came in on December 15th to start a new account with US Cellular and wanted to port over her number from another providerThere was a delay in porting her number over to us due to incorrect customer information between the old and new providerOn December 19th we activated her account with US Cellular with a temporary number while we waited for the port request to be authorized over the phone with herAlso on December 19th there was a note from a supervisor stating if the Ms [redacted] made a $minimum payment required to activate services, we would credit the account the difference to equal two free months of serviceAfter this the customer made another payment of $on the same dayOn December 29th the customer made another payment for $($after taxes)Then on January 1st the autopay Ms [redacted] set up pulled the monthly service charge of $I see on January 1st Ms [redacted] called in and wanted a refundWe advised we could void the credit card payment from January 1st since it was requested on the same day, but we would not be able to void a payment from a previous day We submitted the request on January 1st to void the payment for $($after taxes), which was successfulOn January 19th there was a refund processed through US Cellular to refund $back to Ms [redacted] 's card that she used to process her paymentMs [redacted] can expect to see this refunded to her card within 3-business days The only physical payment made by Ms [redacted] that is not being refunded is the $($after taxes) payment made on December 19thMs [redacted] had active service from December 19th through January 18th with US Cellular and for this one month timeframe she only paid the $The remaining balance that was on the account were credits that were offered for free service and those will not be refunded as those were credits, not payments made by Ms [redacted] In my review of Ms [redacted] ’s account for this complaint, I have found all physical payments made by her have been refunded, aside from the $payment to cover her one month of service with US CellularWhen Ms [redacted] signed up for service with US Cellular, she selected a plan that was $25.00, but only paid the $plus taxesWhile I understand her concern and frustration, at this time due to the factors listed above, we have issued all refunds owed to Ms [redacted] Ms [redacted] may contact us at ( [redacted] if she has any further questions or concerns We are available to assist daily from 6:AM - 10:PM Central Time Sincerely, [redacted] Customer Resolution Support U.SCellular
Thank you so much for your assistance and kindness as the supervisor I spoke with was less than helpful and rude on the phoneI appreciate sincere help and receiving what I was promised Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
February 17, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular® Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for your continued correspondence in reference to the above U.SCellular accountI have reviewed Ms***’s rejection response and will be happy to see if I can be of any further assistance in this matterIn her response, Ms [redacted] summarizes how she feels that she was misled by the [redacted] (***) who helped her to establish her service with usAs I mentioned in my previous response, I feel that is realistic that some misinformation may have been exchanged during this interactionBut after my conversation with that particular ***, I do not feel it likely that Ms [redacted] was intentionally misled about the availability of high-speed data in the Chicago areaInitially, Ms [redacted] had presented us with two possible settlement scenarios that she felt would resolve this complaintBoth of these options involved paying off the [redacted] Installment Contracts (RIC) on her accountSince these options were proffered by her, Ms [redacted] has paid off the balances of both of the RIC’sThis action on her part makes the two previously mentioned resolutions problematicIn her most recent response, she does not provide a revised settlement that she feels would resolve this situationTherefore, unless further correspondence is received by U.SCellular regarding this matter, we will consider it closedI sincerely appreciate the time that Ms [redacted] invested in this matterI would like to apologize for any inconvenience or frustration that this may have caused her and I wish that her experience with us had been a better oneShould Ms [redacted] have additional questions or should she need immediate assistance, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] DCustomer Resolution Support U.SCellular
12/26/Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: Customer’s Name: Ronald DEdwards U.SCellular Account Number: Thank you for contacting U.SCellular in reference to the above accountI am in receipt of MrEdwards’s complaintI understand that MrEdwards is rejecting that a third line was added to the account in I understand MrEdwards would like reimbursement for the service charges for this line from the start date up to the cancellation of this line on 12/24/I can certainly understand the confusion surrounding this type of situationI will be happy to provide some further information on the accountI do apologize for the confusion this has causedIn review of the account history, I am not showing this line was activated on the current account in 2003, I am showing the staorder for this line under the current account was on 2/17/on the current accountThe line was activated with a Samsung Galaxy SdeviceI am showing that we were reached out to in store regarding the customer having more than one account open and wanted to have these account combinedDuring this interaction, the 3rd line was added to the accountCurrently, I show no indication that this was an error on the part of U.SCellular®It shows that all procedures were followed based on the request we received while the customer was in storeWe are unable to provide any adjustments to the amounts billed on the accountThese charges have been showing on the billing invoices that we have been sending MrEdwards continuouslyU.SCellular® sends a monthly billing invoice that is receivable via mail or can be viewed online in our Customers’ My AccountIt is the consumers’ responsibility to ensure that they are fully reviewing the billing statements for accuracy, and if there are any discrepancies pertaining to the charges, the customer needs to reach out to us immediately to address the situationEven when a line shows no usage history, we cannot determine if the line is being utilized as an emergency device, backup device, or should not be active on the account without knowledge from the customerI do apologize, but we cannot currently validate any adjustment requests towards MrEdwards’s accountShould MrEdwards have additional questions, he may contact our Customer Service Department at (888)944-Sincerely, Chris HCustomer Resolution Support U.SCellular®
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]
October 28, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr***'s rebuttal in which he attaches his bill from 8/24/and 12/24/Since these two bills include his account number we can proceed with viewing his account In this rebuttal Mr [redacted] states that in my response I mentioned that we did not sell unlimited plans in but his contract was initiated in He advises us that the attached statements show that he was paying $a month for data and that it was his perception that the data was unlimited, that this is how it had been explained to himHe mentions that this is noted on every bill he receivedHe says the contract does not explain that there was a GB limit Mr [redacted] is correct that in my response I advised him that we did not offer an unlimited plan in I would like to add to my response that we did not offer, or advertise, an unlimited plan in eitherIf there was a misunderstanding in the retail store we do apologize but since we cannot go back and "hear" what was said in the store we can only defend our position by knowing that an unlimited plan was not offered during these time framesWe do take note of his statements that he attached that show he had unlimited messaging but it does not say unlimited messaging and unlimited dataThe statements therefore do provide his phone and account number but do not provide evidence that his data was unlimited I am still unable to provide any specific information regarding his balanceWe are unable to make any adjustments or discuss the nature of the balance since we no longer have access to the details of the accountThe account no longer belongs to us and has been sold to Credit Management LPMr [redacted] would need to contact the collection agency that now owns the account to settle this matterThe name of the collection agency that his account has been assigned to is: [redacted] We certainly hope that Mr [redacted] is able to resolve this issue with CMI and wish him the best in his future endeavorsThank you for taking the time to contact us Sincerely, [redacted] Customer Resolutions Support U.SCellular(r)
Complaint: I am rejecting this response because: Yes, US cellular gave me a discount for a yearI am very thankful for thatYes I did get a financed phone for my son because he broke hisI told them that I couldn't afford an additional chargeThey told me that I wouldn't notice a difference because they would take off the dataIt is something they are offering with a device payoutI specifically told them my discount was expiring, and need to know the price of planThey told me prior to taxes they changed up my planThey are not being comparible to other carriesRight now they are offering lines with data for for new customers [redacted] , and [redacted] offer deals substantially lower than thatThey get you lured in and then they raise the priceIt is so expensive to get out of contract that you are kinda stuckI'm looking at a piece for two lines and for anotherIf they can offer that promo to new customersThey can offer it to old faithful ones Sincerely, [redacted]
February 16, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] ’s rebuttal wherein he does not accept my responseMr [redacted] says Ms [redacted] called on February 11, and was told that it would be a couple more days before the refund is sentIt’s my pleasure to continue assisting Mr [redacted] with this matterI have been in contact with our Rebate department’s Escalation teamThe Escalation team has assured me that Mr [redacted] ’s rebates would arrive within 7-business days from February 12, We have reviewed Mr [redacted] ’s complaintWe have expedited the rebate to have it arrive as soon as possible to Mr [redacted] The following cards were mailed on February 15, For the number ending in in the amount of $210.00, and for the number ending in in the amount of $As the rebate cards are in the mail, we respectfully request that this case be closedShould Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] RCustomer Resolution Support U.SCellular®
September 19, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] complaint which he states that on September 9, he preordered the new Apple iPhone He states that he has made many calls and chatted on our website to several representatives as to when he would receive his new Apple iPhone He states that no U.SCellular representative has been able to give him a date of expected deliveryMr [redacted] desire resolution is that someone give him an estimated shipping date for his phone I certainly understand Mr [redacted] frustration of not being given a date of when he would have his phone or when it will shipHowever, Apple has provided a limited amount of devices to all carriersAs devices are shipped to us then customers who preordered the iPhone will be sent their deviceUnfortunately, U.SCellular does not know when Apple will provide these devices to us When an iPhone is ready to ship to Mr [redacted] and if he provided his email at the time of preorder he will received an email that his device is shippingIf U.SCellular knew when Apple would be providing us a shipment of new iPhones we would definitely provide that to Mr*** Unfortunately, at this time we are unable to provide Mr [redacted] his desired resolution of providing him an expected shipping dateShould Mr [redacted] have additional questions, he may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®
December 15, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] *** Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] ’ complain in which she states that she has submitted a friend of hers for U.SCellular’s Refer a Friend rebate in September She referred another friend to U.SCellular to receive the Refer a Friend rebateMs [redacted] ’ states that she has received the rebate cards for the second friend she referred, but has not receive the first set of cards for the first friend she referred in SeptemberI certainly understand her frustration and I will be happy to address those After reviewing the account and rebate information I do see that only one set of cards have been providedIn order for the Refer a Friend to complete properly Ms [redacted] ’ must have submitted her friend’s information before her friend signs up, otherwise the process would be done incorrectly and she would not receive the rebate cardsUnfortunately, without Ms [redacted] ’ going directly through the rebate center there is only one option I have I am able to apply the amount of the rebates in the form of an account credit to Ms [redacted] accountHowever, the friend she referred will have to call in to see if the same thing can be done for their accountSince we would need to speak to Ms [redacted] ’ friend to assist her, I cannot do the same thing for her friendIf Ms [redacted] ’ will respond to this rebuttal I will be happy to complete this offer Should Ms [redacted] ’ have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®
Complaint: [redacted] I am rejecting this response because: I did make the request previously with a US Cellular representative to send me paper billing statements till this issue was fixed and since that request I have only received a copy of my November billing statementThe representative I spoke with assured me that she would make sure that I received paper statements each month so I could see how my payments were being applied to my account and to see what I was being billed for each monthI would like to see my December and all paper statements going forward mailed to me until I request them to stopThis is not something I can request on my account online due to the system issue does not allow me to change that featureI disagree with the response by US Cellular, that I could stop at a local store to view my detail bill if I wanted to see what I am being chargedI made the request already to have paper statements mailed to me because I want to see what I am being billed for and the issue with their system is preventing me from seeing it.US Cellular has had since November when they were made aware of this issue to and it is now over days since I first informed them of this issueI do not agree with closing this issue because they have previously closed tickets without fixing the issue and I feel that this needs to remain open until the issue is fixedAs for paying my bill, I will not call in and give out my bank account or debit card information over the phone to any representativeAs for stopping and paying my bill in person at the local store it will be something that I can only do when my schedule allows itI work full-time and go to school full-timeI will not use any of my personal time or vacation time to leave work early to go pay this bill because they have not fixed the issue with their system.As for calling in and speaking to a representative, I have done that multiple times and it gets me no whereEvery conservations lasts at least to minutes and I can use that time to be doing my school work or spending it with my family instead of being on hold to find out the status of this issueI feel it is time for US Cellular to make the contact to update me with the status of this issue even if it is by email, which they have my email Sincerely, [redacted]
August 19, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above account We are in receipt of Ms [redacted] complaint regarding our Refer-A-Friend promotion Ms [redacted] stated that she received a text message that said: U.SCellular Msg: Hurry and get 12GB Bonus Data for referring friends to U.SCellular, PLUS A $promo card for EACH SUCCESSFUL REFERRAL Ms [redacted] noted that she did refer a friend(s) but has not received the data that was mentioned in the text message She states that she spoke with multiple Representatives that were not aware of the promotion and that her friends would need to start and account with U.SCellular for her to receive the extra data Ms [redacted] stated that the text did not state the details, only that she had to refer a friend to receive the extra data She noted that she feels this was a bait and switch Ms [redacted] desired outcome is to receive the gigabytes of extra data that the message stated I would be happy to review Ms [redacted] account and provide information that I hope she finds helpful I can truly respect Ms [redacted] concern with not receiving the extra data that was mentioned in the text message that she received If I followed the instructions on a promotion that I received, I would expect to receive the benefits from that promotion I would like to apologize for any confusion about the promotion that was provided to Ms [redacted] when she was speaking with our U.SCellular Representatives This is a current promotion and the text message that was received is valid I would like to explain the promotion so the details are clear Existing Customer registers for the program Existing Customer refers friends Friend responds by activating a new account and new line or lines After activation friend registers and is automatically paired to referrer Referrer and Friend are sent $closed loop promo card for every smartphone activated (after validation of eligibility) The gigabytes will be applied gigabyte per month for monthsAfter the Friend registers, the entire payout process should take about 6-weeks For Ms [redacted] to receive the extra gigabytes of data, the person she referred needs to start a U.SCellular account and register online Due to the situation, I have applied the extra data at gigabyte per month for the next months I have also applied a credit of $to Ms [redacted] account I hope that this is satisfactory and meets Ms [redacted] desired resolution Should Ms [redacted] have additional questions, he/she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Resolution Support U.SCellular®
July 25, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] *** Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] complaint in which he is disputing the denial of his Contract Buyout rebatesMr [redacted] states that upon activating service he requested Device Protection+ which is a requirementMr [redacted] also states that the terms and conditions state that he may cancel Device Protection+ at any time and further states that he was in compliance with the terms and conditions and should not be denied the Contract Buyout rebates after he elected to cancel the Device Protection+ featureMr [redacted] states he expects the rebates to be honoredI certainly understand that Mr [redacted] is frustrated about being notified that he is not going to receive the Contract Buyout rebatesI am happy to review the account and address Mr [redacted] complaint I have carefully reviewed our records in this matterOn May 6, Mr [redacted] activated three lines of service with Device Protection+ on each line as required for the Contract Buyout rebateThe Contract Buyout rebates also require that the final bill pages which show either the Early Termination Fee charge or the final retail installment charge from the previous wireless provider On June 3rd Mr [redacted] called our Business Customer Service Team and requested to cancel the Device Protection+ on all three linesMr [redacted] was advised that if he was waiting on any rebates that required Device Protection+ on the account then these rebates would be voidedMr [redacted] was advised twice before the Device Protection+ was removed that doing so would void any pending rebates Mr [redacted] contacted our Business Customer Services Team on July 14th and again on July 15th and was advised again that he does not qualify for the Contract Buyout rebates due to having removed the Device Protection+ on June 3rdMr [redacted] contacted us via Social Media on both July 16th and on July 18th at which time he was advised again that he does not qualify for the Contract rebates due to his request to remove the Device Protection+ on June 3rdAdditionally, when corresponding with our Social Media team Mr [redacted] pointed out, as he also stated in his Revdex.com complaint, that in the details for the rebates it states “Device Protection can be removed at any time”In the ‘Things We Want You To Know’ section of the rebate information it states: “.Unlimited Contract Payoff Promo: Each line requesting Unlimited Contract Payoff must port in current number to U.SCellular, and purchase new device through a Retail Installment Contract on a Shared Connect Plan with Device Protection+ and turn in their deviceIf device turn in is not received before bill submission, or no device is turned in, Contract Payoff will be capped at $per lineTurned in Smartphone must be in fully functional, working condition without any liquid damage or broken components, including, but not limited to, a cracked housingDevices with cracked screens will be accepted as long as the device meets all other requirementsSmartphone must power on and cannot be pin lockedSubmit final bill identifying Early Termination Fee (ETF) or final device balanced owed within days of activation date to uscellular.com/contractpayoff or via mail to U.SCellular Contract Payoff Program 5591-61; PO Box 752257; El Paso, TX 88575-Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offerReimbursement in form of a U.SCellular [redacted] ® Debit Card.™ Member FDIC pursuant to license from [redacted] International IncorporatedThis card does not have cash access and can be used at any merchant location that accepts [redacted] Debit Cards within the U.SonlyCard valid through expiration date shown on front of cardAllow 8-weeks for processing after final submissionDevice Protection+: Enrollment in Device Protection+ requiredThe monthly charge for Device Protection+ is $for SmartphonesA deductible per approved claim appliesYou may cancel Device Protection+ anytime Mr [redacted] was advised by our Social Media Team that it is correct that Device Protection+ can be removed at any time, however, to qualify for the rebate, it must be on the account when the rebates process or risk denial Mr [redacted] complaint has also been received via e-mail and the resolution states that Mr [redacted] does not qualify due to his request to remove the Device Protection+ on June 3rdMr [redacted] first submission of his final bill from his previous wireless carrier occurred on June 13th and was subsequently denied due to no Device Protection+ being on the accountMr [redacted] has resubmitted his request for the Contract Buyout rebates directly with the rebate centerMr [redacted] account has been reviewed by multiple members of leadership and all concur that Mr [redacted] did not meet the conditions of the offer when he elected to remove Device Protection+ from all lines on his account after being advised twice that cancelling would void pending rebates While we understand that Mr [redacted] is frustrated that he is not going to receive the Contract Buyout rebates, he was advised that removing Device Protection+ would void pending rebatesWhile the terms state that Device Protection+ may be removed at any time, it also states that the reimbursement it subject to the conditions of the offer and clearly state that Device Protection+ is a requirementShould Mr [redacted] have additional questions, he/she may contact our Customer Service Department at ###-###-#### Sincerely, [redacted] Customer Resolution Support U.SCellular®
Initial Business Response / [redacted] (1000, 10, 2015/08/19) */ August 19, Revdex.com of Chicago N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountI am in receipt of the correspondence from Ms [redacted] stating the user of one of the lines on her plan works out of town and is roamingMs [redacted] says that this user has gone over the roaming data and not the pan dataMs [redacted] also says that since this has happened before, U.SCellular in terminating the service for this lineMs [redacted] goes on to say that she has been a customer of U.SCellular for more than years and always pays the bill on timeMs [redacted] says that U.SCellular claims that she was notified this was going to happen but she has received nothing stating thisMs [redacted] continues by saying that she spoke with someone on August 15, and nothing was said regarding the cancelationMs [redacted] states that she was told that this was a mistake that the phone would be turned back on and a $credit would be applied to the accountMs [redacted] says that after a lengthy conversation on August 18, nothing has been resolvedMs [redacted] says that U.SCellular is planning on canceling the line ending in -***Ms [redacted] states that due to this she is forced to find another carrier for this line while keeping the other two lines with U.SCellular or pay a large penalty to get out of the contractMs [redacted] continues by saying that this is inconvenient as a consumer and that had she been notified steps would have been taken to resolve this matterMs [redacted] is requesting that the phone remain on or be released from the contract with no penalties so she can have the convenience of one carrier I would like to apologize for any frustration Ms [redacted] have experienced while attempting to resolve this matterI appreciate the opportunity Ms [redacted] has given us to research this account and address this matter as well as provide additional information that [redacted] be helpful U.SCellular understands that customers [redacted] need to use their phone when traveling in areas that we are not licensed to sell serviceThis is why U.SCellular has roaming agreements with other providers for our customers to use services in these areasThis is how U.SCellular is able to offer a National coverageIn the terms and conditions that Ms [redacted] agreed to, it states "At least 50% of your monthly voice usage for each device on your account must be used in U.SCellular's licensed marketsNo more than MB of your data usage in any month for each device on your account [redacted] be used in U.SCellular's non-licensed markets." When over a period of time the usage has exceeded this agreed upon terms U.SCellular reserves the right to cancel the services as the terms have been broken by the customerU.SCellular notifies all customers before cancelation takes place On February 24, a letter was sent to the address U.SCellular has on file, which matches the address Ms [redacted] providedThis letter notified Ms [redacted] of the terms and conditions that were agreed to and that the service was being violated and at risk of cancelationOn March 11, another notification was sent by letter to the address on fileThe data services were also interrupted for the remainder of Ms***'s cycleOn March 18, Ms [redacted] contacted our Customer Service Department regarding charges for data overages as well as the letter that was receivedOur Customer Service Department assisted Ms [redacted] with additional information and partnered Ms [redacted] with our department that handles our data roaming usageIt was at this time that Ms [redacted] was advised again of the terms and conditions of serviceWe recommended that the option of the phone be used to help avoid usageWe let Ms [redacted] know that the line ending in - [redacted] would be set to cancel on the next violation and that another violation by the line ending in - [redacted] would result in a suspension of serviceOn each date that a letter was sent to the address on the account a text message that said "Your U.SCellular data roaming usage exceeds your Terms of Service allowance & data [redacted] be interruptedPlease call XXX-XXX-XXXX" was sent to the line ending in - [redacted] When Ms [redacted] spoke to our Customer Service Department on March 24, we advised that due to the Data Roaming violation the data services were interrupted and that the data services would restore at the start of the next cycleOn March 25, Ms [redacted] asked how to have the data block removedWe again advised that due to the violation that the service would remain blocked until the start of the new cycle on the 2nd of the following monthOn June 27, Ms [redacted] contacted U.SCellular about a hotspot device and inquired if it would work in the [redacted] areaMs [redacted] was advised that this area was out of the U.SCellular network coverageOn August 13, the data usage on the line ending in - [redacted] was again exceededThis was the third time for the data violationA call attempt was placed to the line ending in - [redacted] and a message was left for Ms [redacted] to contact U.SCellularAnother notification was sent by mail and the data services were interrupted to the line ending in -***On August 17, Ms [redacted] contacted U.SCellular regarding the data block on the line ending in -***Ms [redacted] was advised that the data usage was again in violation of the roaming agreement that was agreed to and that the services would cancel on August 27, Ms [redacted] also had the opportunity to speak with a Solution Consultant who let her know that the early termination fee for the line that is being terminated due to the violation of service would be waiverShould Ms [redacted] choose to cancel the other two lines of service, applicable termination fees will be applied as the commitment would not be completed Ms [redacted] stated that there was to have been a credit of $applied to the accountOur records show that on March 24, Ms [redacted] requested credit for the days that the line ending in - [redacted] was without data serviceThis line was able to place and receive callsThe plan that Ms [redacted] is on all services are included in the priceThere is no additional charge for only dataA courtesy credit of $was applied to the account for the interruption of servicesThere is no record of additional credit that has been promised to be applied to the account I have reviewed Ms***'s complaintU.SCellular provided Ms [redacted] with the terms and conditions of use when services were activatedU.SCellular made multiple attempts to contact Ms [redacted] when the data usage was being violatedThis was dome in writing through letter and through text messagingMs [redacted] has spoken to our Customer Service Department multiple times regarding the data usage while roaming and that the service agreement has been violatedThe line ending in - [redacted] will be canceled with no fee on August 27, if services are not canceled prior to this dateIt is due to the violation of services that the early termination fee will be waived on this lineThe remaining lines on the account are being used within the U.SCellular network and are not violating the service agreementThis would make any early termination fee on the remaining two lines a valid charge should services be canceled At U.SCellular(r), it is our goal to provide our customers with the very best in customer satisfactionWe have truly appreciated Ms***'s business and again regret any inconvenience this situation [redacted] have causedShould there be any additional questions regarding this correspondence, please have Ms [redacted] contact our Customer Service Department at XXX-XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular
Complaint: [redacted] I am rejecting this response because:information was given Sincerely, [redacted]
February 8, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.SCellular in reference to the above accountI have received [redacted] ***’s complaint pertaining to the data usage of their connected deviceI certainly can understand why [redacted] would question usage of the magnitude described especially if the date reflected does not match their usage counterI can definitely see how this situation could have caused some frustration and the need for explanationI will be happy to review the complaint as well as the account to see if we can determine what may have caused [redacted] to feel such a way in hopes of reaching some type of resolution to this situationFirst of all, the usage counter on the connected device and our internal system log which reports the usage on the accounts can vary as much as to hoursThis is why many times the alerts we send do not include the most recent data usedIn ***’s case it is possible that a download occurred in the background, such as a system update for example, that would have caused a higher than usage on our account logThis usage should have also shown up on the modem’s counter as well although maybe not on the same date due to the delay in reporting as mentioned above [redacted] is correct in reporting that they contacted our Customer Service Department regarding this issue on more than one occasionI do see that we tried to assist with making sure the date for the counter on the modem coincided with our bill cycle date but was unsuccessfulWe also recommended taking the modem and the laptop to the retail location to have that date checkedIt is very important that the counter log on the modem match the bill cycle dates to insure accurate reportingFor that reason, I would ask [redacted] to please do this at the earliest convenienceOnce it is determined that the dates of the modem log and our bill cycle match, we may need to perform further troubleshooting steps through our Technical Support DepartmentWe do have a feature that can be provided to the account for $per month in which a cap limit can be set for each device on the accountWhile this does not guarantee that overage would not occur, it would cap the device from using more data once the limit has been reachedIn an effort to provide some resolution in this matter, we will agree to credit any overage incurred on this current bill cycle as a result of the dispute from [redacted] and apologize for any inconvenience and frustration this has causedShould [redacted] see any charges for overage on the next bill, I would as [redacted] to call our Customer Service Department at the number listed below to receive credit [redacted] requested the possibility of providing data billing detail in the futureCurrently we do not have the ability to provide such detail for our billingHowever, this may be something that we can look into for the futureI immensely appreciate the time that [redacted] has invested into this matter up to this pointShould [redacted] have additional questions or should need immediate assistance, please contact our Customer Service Department at ( [redacted] Sincerely, [redacted] HCustomer Resolution Support U.SCellular
October 21, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] complaint in which she details the changes she made with service providers, the time she spent in the store to reactivate her service, the different answers she received related to keeping her old plan and waiving the ETF's, the contact she made with U.SCellular to remove the ETF's, payments that have not properly been applied to her account and her account being turned over to a collection agencyMs [redacted] requests that U.SCellular update her credit report, waive all ETF's and a refund of excess money owed to her within daysFurther, Ms [redacted] requests that we compensate her for lost wages, late fees and interest if it takes beyond days My name is [redacted] and I appreciate the opportunity to review Ms [redacted] complaintWe would like to sincerely apologize to Ms [redacted] for the frustration she has experiencedIt is never our intention to cause our customers angst, especially to the point of cancelationI hope to provide information Ms [redacted] will find helpful On September 3, Ms [redacted] upgraded both of her phones with a two-year agreementAt that time U.SCellular had recently undergone a complete billing system changeUnfortunately, many changes took much longer than during this time period and we are truly sorry the process to upgrade Ms [redacted] phones took hours On January 18, one of Ms [redacted] lines was ported to another service provider followed by the second line on January 23, Because the two-year agreement was broken, Ms [redacted] was assessed an ETF that latter appeared on her bill dated: 2/6/ On February 1, Ms [redacted] contacted our Customer Service Department to discuss the process of returning to U.SCellularShe was advised to visit the store to begin the process of restarting her accountDuring this interaction we incorrectly advised Ms [redacted] that she would be able to keep the same retired plan, Family Premium Plus, she had prior to porting her numbers out On February 2, Ms [redacted] visited our store on [redacted] and worked with our Sales Associate, *** [redacted] was unable to reinstate Ms [redacted] account with the retired plan and she contacted our Customer Relations Department [redacted] from our Customer Relations Department advised [redacted] we would be unable to reinstate the retired plan [redacted] then spoke with Ms [redacted] to let her know we would be unable to activate her old planAccording to our notations, [redacted] told Ms [redacted] in order to return to U.SCellular she would need to activate on a new plan with a two-year agreementFurther, she would be eligible for new phones as of July 3, and she should contact U.SCellular once she received the billed ETF's to have them removedMs [redacted] left the store with our 1GB Shared Connect Plan and two temporary numbers that were used until her numbers were ported back to U.SCellularOn February 4, Ms [redacted] called our Customer Service Department to change from her temporary numbers to her portnumbers Prior to porting her numbers, Ms [redacted] had a bill dated: 1/6/that showed a balance of $due 1/31/15; this included $in past due charges and $in current chargesWe received a $payment on 1/21/leaving a balance of $After porting her numbers out and back in, a bill dated 2/6/showed a balance of $due 3/4/15; this included $in past due charges and $in current charges of which $was ETF chargesOn 2/18/we received a payment of $A bill dated 3/6/showed a balance of $due 3/31/15; this included $in past due charges and $in current chargesWe received a $payment on 3/19/and a $payment on 3/30/leaving a balance of $ We do not have any documented interactions with Ms [redacted] between February 4th and April 6thOn April 6th Ms [redacted] contacted our Customer Service Department about her balanceWe discovered the ETF's had not yet been removed and a request was submitted to remove the ETF charges from her billThis request was completed on April 7th when a credit of $was applied to Ms [redacted] accountWe also received a payment of $on April 7th leaving a credit balance of $on the account On April 12th, we received a port-out request for both of Ms [redacted] numbersWe were truly saddened to see thisAlso on this date, the bill dated: 4/6/posted and the account had a credit balance of $Two ETF's were generated on the bill dated: 5/6/because the two-year agreement required for the 1GB Shared Connect Plan Ms [redacted] selected when she returned to U.SCellular was not fulfilledThe final balance was $due 5/31/There were no late fees added to this balanceWe do not have any documented interactions with Ms [redacted] beyond April 11th when she called for her account number On September 11th we turned over the balance of $to a collection agencyU.SCellular does not directly report to the credit bureausWe require the collection agencies we work with to wait a minimum of days to report unpaid balances to the credit bureausWe want to provide our customers every opportunity to ask questions and pay off their balances before their credit is impacted On October 1st we received a request from the collection agency Ms [redacted] account had been placed with to provide bill reprints and a copy of Ms [redacted] contractOn October 14th the collection agency returned Ms [redacted] account to U.SCellular because they received a cease and desist request from her At this time the balance owed to U.SCellular is $We kindly ask that Ms [redacted] remit payment to U.SCellular to clear this balanceUpon Ms [redacted] request, we would be happy to mail a copy of the two-year service agreement she signed on February 2nd that led to the ETF's that make up her balance We want to encourage Ms [redacted] to make sure her payment to U.SCellular has posted by December 4th, at 5pm Central TimePayments can be made over the phone, in store or via mailWe would certainly hate to see this happen, but if Ms [redacted] is unable to remit payment her account will be turned over to an outside collection agency We are truly sorry for the frustration Ms [redacted] has encounteredWe want to reassure Ms [redacted] her current balance of $is valid and all erroneous charges were removed from her account on April 7thShould Ms [redacted] have additional questions or want to make a payment, she may contact our Customer Service Department at [redacted] We are available daily from 6am-11pm Central Time Sincerely, [redacted] Customer Resolution Support U.SCellular(r)
Tuesday, May 16, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] N Wabash Avenue Suite [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.SCellular in reference to the above accountWe have received Mr [redacted] rebuttal in regards to his contract pricingAfter further review I show that Mr [redacted] did speak with our solutions consultants department today and came to an agreement to add an additional discount to his account to lower the price of his plan, with the understanding that if changes are made the price would change Should Mr [redacted] have additional questions, he/she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®
August 29, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: Mr [redacted] U.SCellular Account Number: N/A Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr***’s correspondenceMr [redacted] called U.SCellular’s Business Customer Service about a discrepancy with his billingWe requested research to be done and Mr [redacted] has not had a response regarding that research We have reviewed Mr***’s concernsWhile we understand his frustration, because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposesThis was not provided in his submission Please advise Mr [redacted] to resubmit this complaint with the information requested above and we will be happy to address his concern at that timeWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter Sincerely, [redacted] Customer Service Support Team U.SCellular® Tell us why here
Complaint: [redacted] I am rejecting this response because:I called the 1-888- [redacted] number, and spoke to a ***, she informed me that this is a business account, and that I would have to be transferred to the "Business Services" She transferred me to them and I spoke to " [redacted] " [redacted] informed me that the only options that I have to cancel service is to pay the following:On the two hot spots a "Termination Fee" of each or a total of $ 124.00On the (***) ***- [redacted] line a "Termination Fee" of 145.00On line (***) ***- [redacted] A phone buy out of $ 388.80On line (***) ***- [redacted] A phone buy out of $ 495.00On line (***) ***- [redacted] A phone buy out of $ 449.28.Thus the total to cancel the service that I do not receive is $ 1,602.08.I do not understand that US Cellular is advertising that I receive the "Best Service" and they are not providing that My service is almost nill, yet they want to charge Termination Fees, when it is not my fault that they do not have service in my area that they promote that they haveU.SCellular is misrepresenting their product, and should offer to void all termination fees, if another provider can have the service in the area It is not my fault that the "tower has been changed directions to accommodate more customers " and I am left in the cold with almost no service I feel like I have been shafted in regards to the service, and no help from US Cellular in providing the service that "I used to have from them" If they cannot provide adequate service, then they need to point that out in the maps of the areas that they say they have servicethey also need to be truthful to customers if the towers are changed in directions and the service area has been compromised.They also should provide the customers that the service is limited some options in regards to getting out of the non-existent service I have been a loyal customer quite a few years, and yet U.SCellular is not offering to make up to me any help in the service is***s Ii would like a actual fix to my problem or for Sincerely, [redacted]
Tuesday, January 23, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.SCellular in reference to the above account I understand that Ms [redacted] is concerned and frustrated regarding a refund in the amount of $that she was advised she would no longer be receiving as well as continuing to be charged repeatedlyI look forward to addressing Ms [redacted] ’s concerns and providing some clarity on this issue In reviewing the account I see Ms [redacted] came in on December 15th to start a new account with US Cellular and wanted to port over her number from another providerThere was a delay in porting her number over to us due to incorrect customer information between the old and new providerOn December 19th we activated her account with US Cellular with a temporary number while we waited for the port request to be authorized over the phone with herAlso on December 19th there was a note from a supervisor stating if the Ms [redacted] made a $minimum payment required to activate services, we would credit the account the difference to equal two free months of serviceAfter this the customer made another payment of $on the same dayOn December 29th the customer made another payment for $($after taxes)Then on January 1st the autopay Ms [redacted] set up pulled the monthly service charge of $I see on January 1st Ms [redacted] called in and wanted a refundWe advised we could void the credit card payment from January 1st since it was requested on the same day, but we would not be able to void a payment from a previous day We submitted the request on January 1st to void the payment for $($after taxes), which was successfulOn January 19th there was a refund processed through US Cellular to refund $back to Ms [redacted] 's card that she used to process her paymentMs [redacted] can expect to see this refunded to her card within 3-business days The only physical payment made by Ms [redacted] that is not being refunded is the $($after taxes) payment made on December 19thMs [redacted] had active service from December 19th through January 18th with US Cellular and for this one month timeframe she only paid the $The remaining balance that was on the account were credits that were offered for free service and those will not be refunded as those were credits, not payments made by Ms [redacted] In my review of Ms [redacted] ’s account for this complaint, I have found all physical payments made by her have been refunded, aside from the $payment to cover her one month of service with US CellularWhen Ms [redacted] signed up for service with US Cellular, she selected a plan that was $25.00, but only paid the $plus taxesWhile I understand her concern and frustration, at this time due to the factors listed above, we have issued all refunds owed to Ms [redacted] Ms [redacted] may contact us at ( [redacted] if she has any further questions or concerns We are available to assist daily from 6:AM - 10:PM Central Time Sincerely, [redacted] Customer Resolution Support U.SCellular
Thank you so much for your assistance and kindness as the supervisor I spoke with was less than helpful and rude on the phoneI appreciate sincere help and receiving what I was promised Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***