Merchant Retail Credit Association

January 19, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]     Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint regarding her inability to completely access the bills and payments link on her My Account page and make a payment or review the bill.  I understand the frustration and inconvenience that this causes and I will be glad to address her concerns.   We have filed three tickets with our IS department regarding the problem that Ms. [redacted] is experiencing.  I have talked with them again today and this is a known issue for some of our customers and is one that we are diligently trying to get resolved.  We do not have an estimated time in regards to when Ms. [redacted] can expect this to be corrected.    The team that works on this type of issue does not contact customers, so I have asked that I be contacted when the issue is resolved so that I can follow up with Ms. [redacted] at that time.  While we are waiting for the issue to be resolved, Ms. [redacted] can see if she can change from paperless billing to paper bills on her My Account.  If she can make that change, she will receive a copy of her bill in the mail each month.  A paper bill will allow her to review the charges before making a payment.    If Ms. [redacted] cannot access the link to change to paper bills, she may send a response to this complaint and I will be glad to manually mail her a copy of her bill each month until the issue is resolved.  If Ms. [redacted] cannot change from paperless to paper bills,  she will need to be aware that I will be able to access a copy of her bill between the 27th and 30th of each month.  Once I request a reprint be mailed, it will be approximately 7 to 10 days before she receives the copy.   If we are getting the bills to her in that manner, she will receive the copy of the bill between the 6th and 10th of the month in which the bill is due.  If she can change to paper bills on My Account, she will receive the bill more quickly than if it is being manually printed and sent to her.    On November 29th, due to the issues that Ms. [redacted] was having, we credited $157.71, the past due bill at that time.  We will not be able to provide any additional credit to her account.  Any of our customer service associates would have been glad to send her a reprint of the bill without any cost had she asked.    Once again, I am sorry that she is unable to access the page she needs on My Account, but we are working with our system team to get this corrected as soon as possible.  Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted].   Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

December 18, 2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted]Customer’s Name:  Timothy S [redacted]U.S.
Cellular Account Number:  [redacted]Thank you for contacting U.S.
Cellular in...

reference to the above account. 
I am in receipt of Mr. [redacted]’s complaint in which he states that he as
concerns about U.S. Cellular’s billing practices and that he feels he is paying
more than he should be each month in order to keep his service active.  Mr. [redacted] also states that he has tried to
call multiple stores and is not able to speak with a live person no matter
which store he calls.  Mr. [redacted] states
that his desired resolution is to have his bill straightened out and a credit
applied to his account. I
can certainly understand Mr. [redacted]’s concerns.  We always want to make sure our customers are
billed correctly and that they understand the charges on their accounts.  I appreciate this opportunity to
assist in this matter today.Upon reviewing the account, I
see that Mr. [redacted] often carries a past due balance forward from month to
month.  Mr. [redacted]’s bill begins
printing each month on the first day of his bill cycle which is the 20th or each month.  Since the payments are
being made after the next bill has printed, this results in a larger amount
being reflected on the bill.  Mr. [redacted]’s
monthly charges for his plan are $198.02 + tax each month.  Since the payments are regularly made late,
there is often a $5 late fee.  After tax
the normal monthly charge is approximately $220.22 per month. Below, I have
included a detailed breakdown of the monthly charges for Mr. [redacted]’s account and
the payments made each month since August 20, 2015 which is the last bill to print without a past due balance.  Monthly ChargesAugust 20, 2015 – $224.11 due
9/14/15September 20, 2015 – $220.26 due
10/15/15October 20,  2015 – $220.22 due 11/14/15November 20, 2015 – $332.35 due
12/15/15 (this balance is higher due to Restore fees of $25 + tax per line that
resulted in an interruption in service on 10/24/15 due to a past due balance).Total Billed between 8/20/15 and 11/20/15 – $996.94Payments MadeOctober 16, 2015 - $220.26
(for September 20, 2015 charges due 10/15/15)October 24, 2015 - $224.11
(for August 20, 2015 charges due 9/14/15)December 16, 2015 - $224.11
(for October 20, 2015 charges due 11/14/14)Total Paid between 8/20/15 and 12/16/15 - $668.48Credit applied 12/4/15 - $1.26Total Remaining Balance - $327.20 Due 12/15/15 (Currently
Past Due)Upon reviewing the total
monthly charges and each payment that has been made, we see that Mr. [redacted] is
being billed correctly each month and that the current balance due is correct.  The restore fees that were billed are valid
fees based on the interruption in service that resulted from the past due
balance on the account.  As I
mentioned previously if Mr. [redacted] makes his payment after the next billing
statement has printed on the 20th of each month, his balance reflected on the statement will be larger
than what is actually currently due.  In regards to Mr. [redacted]
having difficulty reaching someone to discuss his bill, I cannot say why he is
running into that issue unless he is attempting to contact the store outside of
normal business hours.  As I mentioned
previously, we always want to make sure our customers are billed correctly and
understand the charges on their account.  Anytime Mr. [redacted] has a question about his
bill or account balance, he is welcome to contact our Customer Service Department over
the phone and we will be happy to address any concerns that he may have.  Our Customer Service Department is available
7 days a week between 6am and 11pm Central Time.  Mr. [redacted] can reach our Customer Service
Department by calling 1(888)944-9400 or 611 from a U.S. Cellular phone.  We have reviewed Mr. [redacted]’s complaint.  After looking at a detailed break down of the charges
and payments on the account, we can confirm that Mr. [redacted] has been billed
correctly and the balance on the account is correct.  I have also provided Mr. [redacted] with the
contact information to call and speak with our Customer Service Department anytime
he has questions about his bill or account balance.  I hope that my response helps to ease Mr.
Handley’s concerns.  Should Mr. [redacted] have additional questions, he may
contact our Customer Service Department at (888)944-9400.Sincerely,Clayton L.Customer Resolution SupportU.S. Cellular

Complaint: [redacted]
I am rejecting this response because: I didn't no what button to push as I do reject not helping get out of contract l, which in the next few months it will be happening as I'm talking with [redacted] to try and go back there where in 6 years never had one problem. So my question to you guys is if we were to go back to [redacted] are you willing to wait until we get the rebates from them to pay you off? And I also do believe your store we have been going to needs to be retrained on some issues. So thanks for getting my husband a new screen protector. So I guess we will have to leave it as I'm not happy and work on getting out if you will work with us when we have time to work on it more with [redacted]. So lmk what your thoughts are and next time I will leave it alone. 
Sincerely,
[redacted]

November 11th, 2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: 10887435Customer’s Name:  [redacted]U.S.
Cellular Account Number:  [redacted]Thank
you for contacting U.S. Cellular...

regarding the above account.  We are in receipt of Mr. [redacted]
complaint, wherein he states that he is being charged for services he believed
to be free.  He states that his line was
connected to Wi-Fi for 75% of the 25 days in which we report him having used 67
gigabytes.  He states that his service
was disconnected before his first bill was due, and that there were no overage
charges on that statement.  Mr.
[redacted] desired resolution is for U.S. Cellular to make a public apology for
his humiliation.U.S.
Cellular knows how important it is to stay connected, so I can understand Mr.
[redacted] distress over finding that his data service has been suspended.  I have reviewed Mr. [redacted] account, and I
hope that he will find my information helpful.On
October 26th, 2015, the data on Mr. [redacted] account was suspended due to
excessive usage.  As stated in our Terms
of Service for data usage, U.S. Cellular reserves the right to limit
throughput, at its sole discretion, at any time and without further notice.
U.S. Cellular also reserves the right to suspend and/or terminate service,
without notice, if a data plan is used in a prohibited manner, or if usage
adversely impacts (or potentially impacts) our network or service levels.  At the point when we suspended service, we
showed approximately 63.619 gigabytes of usage on the account, which greatly
exceeded Mr. [redacted] 3 gigabyte data package.  In an
effort to prevent further overage, we suspended the data on the account.  We require the account owner or authorized
user to verbally agree to the Terms of Service for data usage before service
can be restored.  I see that Mr. [redacted]
spoke with us on October 26th, 2015, however he did not agree to the Terms of Service,
and therefore his data connection was not restored.  We spoke with Mr. [redacted] in a store on
October 27th, 2015, and further discussed the data usage on the account.  U.S.
Cellular sends Overage Protection text alerts to our customers when they reach
75% and 100% of their data package. 
Should the customer go on to exceed their data allowance, they are provided
with additional gigabytes at the rate of $15.00 each, and receive Overage
Protection messages again at 75% and 100% of each of these additional
gigabytes.  I see that we sent Mr.
[redacted] these Overage Protection text messages repeatedly during the time he
was using data.  I regret that Mr.
[redacted] never called us to discuss any of these messages.  I
have had Mr. [redacted] data usage investigated, and we show that the line
ending in 8729 used approximately 60.235 gigabytes of data from October 4th, 2015
through October 28th, 2015.  The
investigation did not uncover any errors in reporting.  It did show that the tethering feature on line
8729 was used by several devices.  The
tethering feature is a convenient way to voluntarily share data with other
devices, and all of the data usage will be recorded on the line with the
tethering enabled.  The investigation
showed that a majority of the usage for the device was from streaming videos.While
I certainly regret any distress which has been caused by the suspension of Mr.
[redacted] data, there has been no error on U.S. Cellular’s part.  We want our customers to be able to enjoy the
use of their data, and we would be happy to discuss ways in which Mr. [redacted]
can monitor his data usage, so as to prevent this situation from occurring
again.At
this time, Mr. [redacted] service has been suspended due to our not having
received the payment of $268.97 which was due on October 29th,
2015.  If Mr. [redacted] would like to have
his data and phone service restored, he may contact us and agree to the Terms
of Service for data usage, and provide payment of the amount which is now past
due.  I
sincerely appreciate the opportunity to assist Mr. [redacted], and provide
information which I hope is helpful to him. 
Should Mr. [redacted] have any further questions, he may contact our
Customer Service Department by dialing (888) 944-9400.Sincerely,Laura W.Customer Resolution SupportU.S. Cellular

(The consumer indicated he/she DID NOT accept the response from the business.)
Because the phone malfunctioned and was u fixable according to the sells rep Tim at the Delafield wi l9cation. I was told I was eligible for an upgrade. However I do not feel as if 8 should have to purchase a...

replacement phone for hundreds of dollars when the phone I had just stopped functioning by no mistake treatment by myself. I am contesting the fact that us cellular suspended my service do to not being able to pay for the phone in full price all at once. Us cellular has not offered any other alternative solution other than me buying a new phone. Then suspending my service. The rep said the Sims card that was purchased at us cellular, installed by us cellular, malfunctioned the phone. I should. Ot have to pay for a new phone out of pocket when it was not my doing the phone stopped fuctioning.

March 24, 2017 Revdex.com of ChicagoAttn: Revdex.com Customer Relations Advocate[redacted] N Wabash Ave Ste 2006Chicago, IL 60611-7621 Regarding Case Number: [redacted]Customer's Name: [redacted]U.S. Cellular Account Numbers: [redacted] Good afternoon, Thank you for your reply. We have reviewed this based on the information provided and found there are two accounts that are being referenced. We understand that this can lead to misunderstandings and would recommend that Ms. [redacted] contact our customer service team at the number below or visit her local U.S. Cellular store to request an account merger. This would move all lines into a single account and bill. The monthly reoccurring charges on a line of service are broken down into multiple parts. I have given an example breakdown of the charges below for a phone line that has a monthly installment cost for an iPhone 7 Plus (32GB) and our Advanced Device Protection Plus feature. As show below, the monthly cost for the service alone after discount is $20.00, but other costs that have been agreed to by the account owner may bring the total to a higher amount. Smartphone Access:                                    �...⇄ $40.00Retail Installment Smartphone Discount:              -$20.00Device Protection+ Advanced - Smartphone:         $11.99Retail Installment Payment:                                  $32.00Taxes and Fees:                                     �...⇄ $4.84Total:                                  �...⇄ $68.83 In review of the account for the restore fees mentioned by Ms. [redacted], this error was brought to our attention and the charges were removed from the account. While the fee appears on Ms. [redacted]’s bill dated March 8, 2017, the billed amount for each of these charges was $0.00. Again, regarding cash payments not reflecting on the account, if Ms. [redacted] can provide receipts of these payments to our Financial Services office for review, we would be happy to correct any errors. Should Ms. [redacted] have additional questions, she may contact our Customer Service team at [redacted]. Sincerely, [redacted]Customer Service Support TeamU.S. Cellular®

January 15, 2017 Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611                                     �...⇄ Re: Complaint Number: 11922907Customer’s Name: Jennifer Kilby U.S. Cellular Account Number: 851628037 Thank you for contacting U.S. Cellular in reference to the above account.  I am receipt of Ms. Kilby’s rebuttal in which she states she has provided the contract buy out information several times and has requested that her payment date be switched.  Ms. Kilby requests that these items be handled.   We would be happy to change the billing date of Ms. Kilby’s account.  We are truly apologetic that a due date change has not been processed sooner.  Our records indicate Ms. Kilby has been working closely with our Financial Services Department in order to make payment arrangements.  To make a change to the billing cycle, which will change the due date, a member of our Customer Service Department will need to speak directly with Ms. Kilby.   Please know it was not our intention to make it seem as if Ms. Kilby was receiving a “favor” when we waived the $25 restore from suspension fee.  We can see a pattern of monthly payment arrangements and we are truly sorry if one of the arrangements was not properly set up and notated in our system.   We apologize for any confusion regarding the contract pay off process.  Any contract buy out fees are paid directly to the customer and not the former service provider.  We understand Ms. Kilby states she was told there was “nothing further” she needed to do by her sales associate after she set up her account with U.S. Cellular.  However, our records indicate we spoke with Ms. Kilby about the rebate process on April 20, 2016, July 2, 2016, July 10, 2016, July 19, 2016 and July 22, 2016.  Our rebate center needed to receive the traded-in device and an uploaded or mailed in final bill from AT&T by July 11, 2016.  Unfortunately this was not received and we are unable to process a rebate to cover the contract buy out charges Ms. Kilby received from AT&T.  If Ms. Kilby would like to speak directly with our rebate center, she may call them at 800-979-8447.  They are available Monday-Friday from 7am-7pm Central Time. Should Ms. Kilby have additional questions, she may contact our Customer Service Department at (888)944-9400.  Sincerely,  Amy C. Customer Service Support TeamU.S. Cellular Tell us why here...

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 statement. The 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 month. I would like to see my December and all paper statements going forward mailed to me until I request them to stop. This is not something I can request on my account online due to the system issue does not allow me to change that feature. I 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 charged. I 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 11 when they were made aware of this issue to and it is now over 60 days since I first informed them of this issue. I 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 fixed. As for paying my bill, I will not call in and give out my bank account or debit card information over the phone to any representative. As 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 it. I work full-time and go to school full-time. I 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 where. Every conservations lasts at least 30 to 45 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 issue. I 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]

October 28, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: 4[redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. [redacted]'s rebuttal in which he attaches his bill from 8/24/10 and 12/24/10. 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 2010 but his contract was initiated in 2009. He advises us that the attached statements show that he was paying $24.95 a month for data and that it was his perception that the data was unlimited, that this is how it had been explained to him. He mentions that this is noted on every bill he received. He says the contract does not explain that there was a 5 GB limit.
Mr. [redacted] is correct that in my response I advised him that we did not offer an unlimited plan in 2010. I would like to add to my response that we did not offer, or advertise, an unlimited plan in 2009 either. If 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 frames. We do take note of his statements that he attached that show he had unlimited messaging but it does not say unlimited messaging and unlimited data. The 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 balance. We are unable to
make any adjustments or discuss the nature of the balance since we no longer have
access to the details of the account. The account no longer belongs to us and has been sold to
Credit Management LP. Mr. [redacted] would need to contact the collection agency that now owns
the account to settle this matter. The name of the collection agency that his account has
been assigned to is:
[redacted]
[redacted]
[redacted]
[redacted]

We certainly hope that Mr. [redacted] is able to resolve this issue with CMI and wish him the best in his future endeavors. Thank you for taking the time to contact us.
Sincerely,
[redacted]
Customer Resolutions Support
U.S. Cellular(r)

October 21, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S....

Cellular in reference to the above account. I am in receipt of [redacted]s complaint regarding being charged an access charge for the two tablets that were purchased on his account. He states that he was never advised of those access charges when he started those two lines of service. [redacted] requests the amount he has paid for those access charges be refunded to him, or for U.S. Cellular to provide proof that he signed the contract agreeing to those charges.
I am sincerely sorry for all of the frustration [redacted] has experienced due to the access charges being charged to his account each month for those tablets. It is never our intention to mislead any customer with incomplete information about charges for new devices. I appreciate the opportunity to review [redacted]'s account and provide additional information he may find useful.
On November 6, 2014, [redacted] added five lines onto his account including the two lines for those tablets. The next note regarding contract retrieval is not seen until September 21, 2015, where an associate noted that they were requesting to have a contract retrieved and sent to them. The reason that [redacted] never heard anything back from this associate is due to that associate no longer being with the company. Any time a contract retrieval request is submitted, that contract is sent to the associate's email address. I apologize that [redacted] was never able to have that document delivered to him.
Even though I do not have a copy of the signed contract that [redacted] signed on that day, I do have the draft that was saved to the account. On that document the access charge of $10 is listed directly below the Associate Activation Charge of $40, just a few lines above where it explains the cost of those tablets. The reason that we are able to offer these tablets, valued at $270 each, as buy one for $99 and get the second free is due to these access charges.
We have reviewed [redacted]'s complaint, and have determined that the access charge is listed on the documentation that he signed on November 6, 2014. As there is too much account specific information on that contract, I am unable to place a copy of it with this Revdex.com response. However, if this customer would like to have a copy of that signed contract he may send this request to [redacted], including his first and last name, the PIN to his account, and the reason for the request. When that request is received, we will locate the contract and send it back to him via email.
If [redacted] has any further inquiries or concerns, he can contact our Customer Service Department at 1-888-944-9400 and we would be more than happy to assist them.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2015/09/29) */
August 26, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account...

Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint about how her account was cancelled recently and the treatment that she received during this process. Ms. [redacted] states that her phone was cutoff without warning. She also mentions that when she contacted U.S. Cellular in regard to this that we complained to her. Ms. [redacted] states that it shouldn't matter how much data she uses as long as her bill is paid. Ms. [redacted] mentioned that when she calls U.S. Cellular that she gets transferred many times. Ms. Ported is requesting that we provide her with her refund and pay for what we have done and that we should discontinue treating people rudely and with disrespect.
I can certainly understand Ms. [redacted]'s frustration in feeling disrespected when her account was cancelled. It is never our intention to cause undue stress or frustration for our customers. I am [redacted] to review Ms. [redacted]'s account to provide information regarding this issue.
Firstly, I would like to express my sincere condolences on the loss of Ms. [redacted]'s husband and son. The loss of loved ones is never an easy time and I regret if the situation with her account added burden to her on top of an already difficult time.
Ms. [redacted] mentioned that as long as she paid her bill on time, it shouldn't matter how many megabytes or gigabytes she uses. I would like to explain. Our terms and conditions that were agreed to upon starting an account state:
No more than 200 MB of your data usage in any month for each device on your account [redacted] be used in U.S. Cellular's non-licensed markets.
On September 29, 2014, Ms. [redacted]'s line ending in [redacted] was being reviewed for data roaming violations. The line had used 1,206 megabytes when the allowed amount when outside of a U.S. Cellular market is 200 megabytes as stated in the terms and conditions shown above. The second occurrence of a violation was February 3, 2015. The roaming data usage during that cycle was 1,069 megabytes. At that time, the data usage was suspended until the end of the billing cycle which is the 19th of each month. On September 2, 2015, the line was again being review for a violation of the data roaming terms of service. A block was placed on the data usage and a voice mail was left for Ms. [redacted] to contact us in regard to the usage. Ms. [redacted] contacted our Customer Service Department on September 4, 2014 in regard to her data being suspended. She spoke with a Roaming Support Specialist in regard to the violations that had occurred. During that conversation, Ms. [redacted] was informed that due to three violations of the data roaming terms of service, that the line will need to be transferred to another carrier or the line would be cancelled on September 14, 2015. This was a ten day notice for Ms. [redacted] to either cancel the line herself or move it to another carrier.
Since Ms. [redacted]'s line [redacted] was cancelled, she has contacted U.S. Cellular three times in regard to this situation. The explanation that was given to her on September 4th was provided to her again.
I truly regret if Ms. [redacted] was unnecessarily transferred during any of these conversations. The situation above required a transfer to a specialized department that handles the data roaming violations. Also, if she was spoken to with any disrespect, I apologize on behalf of the company. No one contacting U.S. Cellular, customer or not, should be not be spoken to with anything but respect and caring.
Based on the information I have provided, I feel that proper notification was provided to Ms. [redacted]. She requested that we provide her with a refund. I am unclear as to what refund she is requesting. Ms. [redacted] still has an active line on her account with U.S. Cellular.
It is my sincere hope that the information I have provided above will provide a resolution. If Ms. [redacted] has further questions or concerns we hope that she will feel free to contact us by responding to this correspondence through the Revdex.com. She [redacted] also contact our Customer Service Department at X-XXX-XXX-XXXX. Please thank Ms. [redacted] for her time and patience.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The US cellular is full of lies if I was so bad on roaming and why didn't they cut off the other phone line then...and the company never tried to notify me of cancelation ...and they just cut me off without a warning after I paid my $170.00 and they didn't write me until I told uscelluar I was gonna go to Revdex.com... Yes I've contacted them three times after my phone got cut off who wouldn't after they pay there bill...and why should it matter how much roaming or Mega bites when I had 5 GB and that's more than Mega Bites...and yes I do think I should get a refund ...and after I tried to reason with them they told me to get another phone company... They are con artist....and they should know how to treat there customer... And after I been a good customer and paid my bill on time every time...they cut my phone off with a warning wouldn't you want your money back after I had a contract with them and they just cut my phone off like that...wouldn't you be mad also especially after all that's going on in your life with your ex husband died and your son died to and then you got lawyers and schools who had your number and they couldn't get ahold of you because your phone was cut off...yes it made me mad and I'll never get this company or recommend this company to anyone else...that's a shady company and they shafted me...and they don't think they did anything wrong..
Final Consumer Response /* (4200, 23, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the uscelluar because I've asked them nicely to fix my phone about the picture messaging and they never did so...and the phone had a flaw every since I payed for the phone...and no they never contacted me about no gaga bites I always contacted them after they cut my phone off...I even got from 2 gaga bites to 5 gaga bites ...and as from 200 maga bites that's less than 5 gaga bites...and I've never had a problem with any phone company except this one ...because they just cut my phone off without a warning and then gave someone else my number...and they never treated me right at all...and I've had two phones on the same contract...so I didn't violate my contract at all...us cellular violated the contract because I had two phones on two lines on the same contract...yes I think I deserve a refund...I don't think you all know how to treat customers...
Final Business Response /* (4000, 25, 2015/10/23) */
October 23, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal about how her account was cancelled without warning and that U.S. Cellular violated the contract. She states that her phone had a flaw the entire time she had it and it never worked properly and U.S. Cellular didn't fix it. Ms. [redacted] is requesting that we provide her with her refund.
I can certainly understand Ms. [redacted]'s frustration with having a phone that doesn't work. In the busy world that we are all living in, we need to have a reliable phone to be able to stay in touch. I am [redacted] to review Ms. [redacted]'s account to provide information regarding this issue.
Ms. [redacted] mentioned that U.S. Cellular violated the contract with her by cancelling her line without warning. As I stated in my previous responses, our terms and conditions that were agreed to upon starting an account state:
No more than 200 MB of your data usage in any month for each device on your account [redacted] be used in U.S. Cellular's non-licensed markets.
As previously noted, if a customer exceeds this amount on a consistent basis, after 3 occurrences, the line will be cancelled. We did speak with Ms. [redacted] on September 4, 2014 and during that conversation she was informed that due to three violations of the data roaming terms of service, that the line would need to be transferred to another carrier or the line would be cancelled on September 14, 2015. This was a ten day notice for Ms. [redacted] to either cancel the line herself or move it to another carrier.
Ms. [redacted] again stated that her phone was not able to send and receive picture messages. As mentioned previously, she did contact U.S. Cellular about this issue on November 2, 2014. At the time she called, she was out of the U.S. Cellular market so the necessary troubleshooting steps could not be performed. November 2nd is the only day that Ms. Ported contacted U.S. Cellular about this issue. As noted, due to her being out of the area, we were unable to provide and walk through the needed troubleshooting steps.
Ms. [redacted] noted that U.S. Cellular broke the contract as she had two lines on her account, both on the same contract. When an account is started, each line has a separate contract. Therefore, by one of her lines being cancelled due to three violations of the data roaming terms of service, we are not violating the contract terms.
Ms. [redacted] is again requesting a refund. I am unclear as to what refund and what amount she is requesting. If Ms. [redacted] is requesting a refund, I respectfully request that she specify the amount and what the refund is for as she has not been incorrectly charged or has not had any billing issues.
As we have not found any new information from the previous responses and rebuttals, we respectfully request that this matter be closed. If Ms. [redacted] has further questions or concerns, she [redacted] contact our Customer Service Department at X-XXX-XXX-XXXX. Please thank Ms. [redacted] for her time and patience.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2015/05/19) */
[redacted] 19th, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: ...

N/A
Dear [redacted],
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of [redacted] Anthony [redacted] correspondence in which he states that his phone has been showing a new voice mail notification but when he checks his phone, there are not any new messages. Mr. [redacted] states that he was not helped when contacting us about this issue due to not being authorized on the account. And finally, Mr. [redacted] also states that the account was supposed to receive a contract buyout rebate credit and has yet to get anything.
I can understand Mr. [redacted] frustration when not receiving help with his phone and also not receiving any new information regarding a rebate that was requested. We sincerely apologize for any frustration or inconvenience this [redacted] have caused him.
Ms. [redacted], I hate to see that we were not able to help Mr. [redacted] during his initial contact to us for issues with his voicemail. I would like to let Mr. [redacted] know that from experience, the voicemail notification can be cleared from the phone from a few steps taken. Mr. [redacted] would simply need any person to call his phone and leave a new voicemail. Once this is done, Mr. [redacted] need to call his voicemail box and listen to the new message and then erase it. This should ultimately clear the erroneous notification that has been showing. However, if the problem persists, Mr. [redacted] would need to be an authorized contact so we [redacted] work with him to do further troubleshooting and get to the root of the issue.
We have reviewed [redacted] concerns. I regret that after review that we found that [redacted] has not been authorized on this account by the account owner. This [redacted] be necessary in order to review and determine any information specific to the contract buyout rebate that Mr. [redacted] has questioned. Because we value the security of our customers' information, we [redacted] require the Account Owner or and Authorized User contact U.S. Cellular. The account owner [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience this [redacted] cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand and know how to clear the blinking light. The problem is the voicemail icon is still in the upper left hand corner. This has been almost 2 weeks with this problem. I tried calling my voicemail from a different phone. That did not fix the problem. The first lady that I spoke too fixed my phone and was done with this in 5 mins. You say "Because we value the security of our customers' information, we [redacted] require the Account Owner or and Authorized User contact U.S. Cellular". Please explain to me what "Security" has to do with fixing my phone? I am not asking to change the plan, I am not asking for personnel information, I am not asking for billing information.I am asking that you fix MY phone! [redacted] never once said sorry for the second customer rep. I called hanging up on me!! No need to now, I know what kind of service I [redacted] receive from U.S. Cellular!!! My phone is not the only with this problem, The first rep said they have been getting a lot of calls about the same issue. So if you don't want to fix my phone then don't. I am not going to have [redacted] (Account Owner) call you, so that you can call me. Its a waste of [redacted]'s and my time. I now do regret switching from [redacted]
Final Business Response /* (4000, 14, 2015/06/02) */
June 2nd, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: N/A
Dear Ms. [redacted],
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr.[redacted]' correspondence. I am in receipt of Mr.[redacted]' complaint in which he states that he is still experiencing an erroneous voicemail notification showing on the upper part of his phone's screen and has now shown this way for two weeks. Mr.[redacted]' also does not understand why we stated that we value the security of our customer's accounts when he is not requesting any account changes, personal information, or billing information. Also, Mr.[redacted]' states that the first associate that he worked with mentioned that there have been many occurrences with voicemail notification issue. Mr.[redacted] requests that we fix his phone.
Ms. [redacted], we are deeply sorry for the way that Mr.[redacted] was treated when his call disconnected previously. We never intend for any of our customers to feel as if this is done on purpose and do our best to call customers back, but in some situations, the associate [redacted] not have the opportunity to call the customer back while in queue. We would also like to apologize for the timeframe that Mr.[redacted] has been having issues with his phone.
We have reviewed Mr.[redacted]' concerns. I regret that after review that we found that Mr.[redacted] has still not been authorized on this account by the account owner. Ms. [redacted], the purpose for asking Mr.[redacted] to have the account holder contact us to have him added as an authorized user is in response to two different parts of his original concerns stated. The first one being that the troubleshooting steps that were given in my original response were as much information as we can give without accessing the account to do any further technical review to get to the root of the issue. The second concern that Mr.[redacted] stated was regarding not receiving rebates that were submitted for. In order to review rebate submissions and find out any resolution this would also require us to have account access to look into specific detail.
Ms. [redacted], I greatly appreciate being able to address this matter for Mr.[redacted]. We have provided as much information as we can without accessing the account to help Mr.[redacted] with his phone. Mr.[redacted] has stated that he [redacted] not ask the account holder to contact us to have him added as an authorized user. Ms. [redacted], at this time, we respectfully ask that this matter be closed. Again, because we value the security of our customers' information, we [redacted] require the Account Owner or and Authorized User contact U.S. Cellular. They [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience this [redacted] cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

November 29, 2015Revdex.com of
ChicagoAttention: Revdex.com Customer
Relations Advocate330
N Wabash Avenue Suite 2006 Chicago,
IL 60611Re: Complaint Number: [redacted]Customer’s Name: Jody [redacted]U.S.
Cellular Account Number: [redacted]Account
Holder: Jennifer [redacted]Thank you for contacting...

U.S.
Cellular in reference to the above account. We are in receipt of
Ms. [redacted]s complaint where she states there is an Advertising issue. She mentions the Samsung Galaxy S6 was one
penny. She states when she went to the store she was told her bill would increase
by $30 to recover the cost of the phone. Ms. [redacted] would like the option to
upgrade to the Samsung Galaxy S6 without affecting her monthly bill. I certainly
understand why Ms. [redacted] would want to take advantage of that promotion for the
phone as it was a great deal. I will be happy to discuss with you the
difference between Device Financing and Subsidized pricing an elaborate the
Retail Wireless Consultants explanation of the bill increasing. There a few
differences between Device Financing and Subsidized. The first reason is
subsidized discounts require a contract while Device Financing does not.
Obviously there is a difference in the price you pay as well. For example the Black
Friday and Saturday subsidized promotional pricing for the Samsung Galaxy S6 was
$.01 (The current subsidized promotional rate is $99.99 as the penny rate was available
for November 27th and 28th only). The Full Retail value
of the phone is $499.20. That is nearly a $400 savings! We initially take an
upfront loss on the equipment and expect to make our money back over the course
of the contract period. There are no discounts available on the price plan when
subsidized equipment is purchased because of the upfront loss on
equipment. Ms. [redacted] currently receives this discount because it has been more
than two years since the line was upgraded with a subsidy.For Device Financing
the full retail of value of $499.20 for the Samsung Galaxy S6 is broken down
over 24 monthly payments totaling $20.80 per month. Any customer who has Device
Financing will receive a discount off the monthly access fee for that line. There
is no loss on equipment with Device Financing so the saving is passed on to our
customer. Once a subsidized purchase is made there is no longer a savings
available to pass on to the customer.I can see how Ms.
[redacted] would feel upgrading with subsidized equipment would feel like a penalty
because she would be losing a monthly discount since she has owned the
equipment on her line for more than 2 years. I would ask that she please think
of it this way; she would be choosing to take the discount upfront off the cost
of the phone as opposed to spreading the discount out over 2 years. All of our
customers have the same choice: Subsidy versus Device Financing. Ultimately the
discount can either be applied to the phone or the plan, how the discount is
allocated is completely up to the customer based on their choice of how they
choose to upgrade. We appreciate the
opportunity to view Ms. [redacted]s account. I hope the explanation of how Device
Financing and Subsided pricing works provides a better understanding of when
discounts are applicable. Should Ms. [redacted] have further questions she may reach
out to our friendly Customer Service
Department at (888)944-9400.Sincerely,Paris D. Customer Resolution SupportU.S. Cellular®

Complaint: [redacted]
I am rejecting this response because:Again, U.S. Cellular lists the terms and conditions of the rebate as written as an excuse not to honor the rebate. In their words below, they list the terms below, and then add one that is not in the written terms - "cancelling a required feature prior to processing the rebates violates the conditions of the offer." This, of course, is not written in the terms of the offer.U.S. Cellular states we started with device protection+ , which is absolutely correct, and that we cancelled device protection+ (anytime), which is absolutely correct. Both of these items are in the written rebate terms. The new term invents a duration for which device protection+ must be held. This term is NOT in the terms and conditions for the rebate. In fact, the terms and conditions in the rebate which specify the duration for which device protection+ must be held in fact state ANYTIME as the duration.Inherently, because it is in the written terms of the agreement, the time frame listed as "ANYTIME" is a condition for the rebate to be valid.There are no other terms in the document that refer specifically to the duration that device protection+ must be held. The "8-10 weeks" specification is a time frame for processing the rebate, not a time frame for holding device protection+.The terms have been met, and the rebate must be honored.  Ø Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offer. Ø Allow 8-10 weeks for processing after final submission. Ø Device Protection+: Enrollment in Device Protection+ required. Ø You may cancel Device Protection+ anytime. The terms clearly state that the customer’s reimbursement will be subject to the terms of the offer. Device Protection+ is a requirement of the rebate offer. While customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offer.
Sincerely,
[redacted] Ø  Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offer. Ø  Allow 8-10 weeks for processing after final submission. Ø  Device Protection+: Enrollment in Device Protection+ required. Ø  You may cancel Device Protection+ anytime. The terms clearly state that the customer’s reimbursement will be subject to the terms of the offer. Device Protection+ is a requirement of the rebate offer. While customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offer. Mr. Sanford contacted us on June 3, 2016 and requested the Device Protection+ feature be removed from all lines on the account. Mr. Sanford was advisedtwice that removing this feature would negatively impact any rebates. Ten days later on June 13th Mr. Sanford submitted his final bill from his previous carrier. Mr. Sanford’s Contract Buyout rebates were denied due to the required Device Protection+ feature having been voluntarily cancelled by Mr. Sanford.Ø  Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offer. Ø  Allow 8-10 weeks for processing after final submission. Ø  Device Protection+: Enrollment in Device Protection+ required. Ø  You may cancel Device Protection+ anytime. The terms clearly state that the customer’s reimbursement will be subject to the terms of the offer. Device Protection+ is a requirement of the rebate offer. While customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offer. Mr. Sanford contacted us on June 3, 2016 and requested the Device Protection+ feature be removed from all lines on the account. Mr. Sanford was advisedtwice that removing this feature would negatively impact any rebates. Ten days later on June 13th Mr. Sanford submitted his final bill from his previous carrier. Mr. Sanford’s Contract Buyout rebates were denied due to the required Device Protection+ feature having been voluntarily cancelled by Mr. Sanford.

Complaint: [redacted]
I am rejecting this response because:information was given
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10955885, and find that this resolution is satisfactory to me.
Sincerely,
Sandra [redacted]

April 11, 2017 Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate[redacted] [redacted] Chicago, IL 60611                Re: Complaint Number: [redacted]Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint which she states this is the second complaint she had to file with U.S. Cellular. Ms. [redacted] states that she has been told multiple times the issue has been resolved to find out that it has not been. I will be happy to assist Ms. [redacted] in finally resolving this issue. While reviewing Ms. [redacted] account I see that on November 2, 2016 she switched from [redacted] to U.S. Cellular. Shortly after having services with U.S. Cellular, Ms. [redacted] decided to cancel services due to it not working on her ranch.  U.S. Cellular approved for Ms. [redacted] to return her devices purchased from U.S. Cellular on November 17th, even though she was outside of the 15 day service guarantee timeframe by 1 day as November 2nd is Day 1 of the guarantee period. I can definitely see throughout the notes on Ms. [redacted] account her entire situation was highly out of any typical situation.   However, what I have found is Ms. [redacted] account has been completely resolved.  I was able to confirm from the local store that assisted with Ms. [redacted] that the tax down payments and accessories purchased were refunded once returned for $193.00.  Upon further review all charges have been waived from Ms. [redacted] account, and she has been mailed the two $532.50 cards provided from the contract payoff from when Ms. [redacted] switched from [redacted] to U.S. Cellular in November.  This was the remaining amount owed for her [redacted] phones from when Ms. [redacted] originally canceled with them.  As all carriers do with this type of promotion, we only cover the remaining balance of the devices or early termination fees.  Unfortunately, we were unable to provide Ms. [redacted] with her [redacted] phones she traded in when switching to U.S. Cellular.  We retain paperwork regarding the phone trade-in information in our local store and this paperwork would also include the same information in regarding the trade-in process and what we can and cannot do once the devices are turned in. I sincerely do apologize for the length of time it took to resolve Ms. [redacted] issue.  However, I do see that all has been resolved and no further charges are on her account that has been fully closed.  Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at [redacted] Sincerely, [redacted]Customer Service Support TeamU.S. Cellular®

Complaint: [redacted]
I am rejecting this response because: US Cellular is lyingggggggggggggggggggggg, YET AGAIN!!!!!!!!!!!!  IIIIII made all of the payments on the account, except for the credits of: $40 for dealing with horrendous representatives who treated me terribly, the $5 credit was for signing up for autopay.  I was, IN FACTTTTTTTTTTTTTTTTTTTTTTTTT, promised a check for allllllllllllll of the credits on my account.  US Cellular does NEED to stoppppppppppppp their pathological lying and pass the remaining credits due to me, to my other account:  [redacted].  And, onlyyyyyyyy in that case, shall I consider this matter closed.  FYI US Cellular:  I talked to a MULTITUDE of reps at US Cellular--not the handful that you pathologically lied about!!!!!!!!!
Sincerely,
[redacted]

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.
I called the number and they read the note and accepted my payment of $203.38 on 2/9/2016 approx 4:33pm.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the bottom line is the service was inadequate. I was told that US Cellular received good coverage when I purchased the phone. That was not the case. The extra data that you mentioned was due to the fact that I had to cut the phone on and off and it was circling using up the data trying to get a connection. Awful service. I  added an additional $9 in hopes of receiving a better data connection. I should still have funds remaining in my account. U.s. cellular lost a customer, I have now switched to a more reliable provider. I did not use the full life of my plan. U.s. cellular refuses to give me a refund. I want my money back but I will not beg. This just confirms what type of company you really are. I will speak badly about your company. U.s. cellular does not take care of its customers. Goodbye
Sincerely,
[redacted]