Merchant Retail Credit Association

October 26th 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. We are in receipt of Mr. [redacted]s' complaint regarding a refund request.
Mr. [redacted] states that on September 18th 2015 he prepaid his account for the month of September through October. Mr. [redacted] states that this was a total payment of ($42.58). Mr. [redacted] states that on September 24th 2015 he switched service providers thereby terminating his month to month contract with U.S. Cellular. Mr. [redacted] states that U.S. Cellular is "refusing" to issue a refund for the balance on his account; for services he paid for in advance but did not use.
Mr. [redacted]s' desired resolution is receive a refund of ($30.00) Mr. [redacted] states that he has reached this amount due to the fact that he used one week of his services out of a four week month. Therefore requests a refund for the 3 weeks that went unused.
I can certainly appreciate wanting to receive a refund for services that went unused. I have thoroughly researched Mr. [redacted]s' Prepaid account.
I find that Mr. [redacted] began his Prepaid account with us on November 10th 2011. As his account was Prepaid, it did not require a contract. I regret to find that on September 24th 2015, Mr. [redacted] transferred his cellular number over to another service provider which in effect cancelled his U.S. Cellular Prepaid account. I find that on September 16th 2015 we received a payment of ($42.58) to pay for his services from that day through October 16th 2015 as he mentioned. We would like Mr. [redacted] to please understand, once a payment has been processed on a Prepaid account, the option to refund said payment simply does not exist. We genuinely apologize for any frustration or inconvenience this may have caused Mr. [redacted].
We have reviewed Mr. [redacted]s' complaint. While we are extremely sympathetic to his situation, there is no option to issue a refund. We would like to thank Mr. [redacted] for his time with us. We enjoyed having him as our customer.
Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at [redacted]

Sincerely,
[redacted] T.
Customer Resolution Support
U.S. Cellular(r)

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]

Initial Business Response /* (1000, 10, 2015/09/04) */
September 4, 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
Greetings:
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint, wherein she infers that she is being unfairly charged for data overages.
Ms. [redacted] wants to be reimbursed for the data overage charges, and she wants two new phones.
U.S. Cellular deeply regrets the circumstances leading to Ms. [redacted]'s complaint, and I welcome the opportunity to address this for her.
Data overages occur when data usage exceeds the specified data allowance on a line or a plan. For example, if a single line is allotted 5 gigabytes (GB), and the user of this line uses 6.5 GB, there would be a data overage of 1.5 GB. On a shared data plan, all of the devices share the total data allowance on the plan, so the overage occurs when the overall data allowance is exceeded. For example, if the data allowance for the whole plan was 10 GB, and the combined data usage of all the devices was 12 GB, there would be an overage of 2 GB. Data overages are charged at predetermined rates that are specified in the service agreement.
During an exhaustive review of Ms. [redacted]'s account, bills, and data usage, I discovered that it is only the line ending in [redacted] that is using excessive amounts of data, which is causing the overages. There have been fluctuating overages for the last five billing cycles due primarily to the usage on this line, and overages in January and August of 2014, due solely to the usage on this line.
There are several methods and tools available to monitor and manage data usage. Data usage can be monitored in the customer's online account, or by calling Customer Service, or on the phones themselves, in most cases. There is a Data Estimator Tool on our website at www.uscellular.com that customers can use to estimate which activities will cause how much data usage. Also available is our Data Usage Controls feature, which allows the customer to set specific data cap limits for each line, substantially reducing the chances of any data overage.
Strictly as a courtesy, U.S. Cellular issues data usage warnings, via text message, when usage reaches 75% and 100% of the allowance, and then again for each tier of extra data allotted. For example, the initial data allowance is 10 GB, and a tier of extra data is 1 GB. When the customer exceeds the initial allowance, an extra charge of $15.00 is automatically added to the bill. This covers the first 1 GB "tier" of extra usage. At the 75% and 100% usage levels of this tier, text warnings are again issued. Then, if usage exceeds the first 1 GB tier, another $15.00 is added to the bill, to cover the next 1 GB tier, and so on and so forth. Ms. [redacted]'s account history reflects that all of these warning texts are being received, for both the initial allowance, and each additional tier of data usage.
Through extensive troubleshooting, it was determined that the data usage and subsequent overage charges were valid. Nevertheless, because of Ms. [redacted]'s long tenure as a loyal U.S. Cellular customer, out of the total of $685.00 in overage charges incurred over the last two years, $440.00 have been credited back to her account as courtesy credits. For these reasons, we believe that we have already gone far beyond any obligation we have to ensure Ms. [redacted]'s ultimate satisfaction, and that the issuance of additional credits and/or new phones is unwarranted.
Once again, we genuinely regret the circumstances leading to this complaint. It is our sincere hope that, upon thoughtful consideration, Ms. [redacted] will reach the conclusion that we have been more than fair.
We deeply appreciate Ms. [redacted]'s patience and understanding. Should she have additional questions or concerns, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree I have received credit for overages but what I'm concerned about is the line that is going over is the phone itself. After extensive research, the 5s iPhone has had problems using Wi-Fi and even though you have you're settings right, you will be charged for data usage. That's my complaint. The phone is faulty.
Final Business Response /* (4000, 14, 2015/09/09) */
September 9, 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
Greetings:
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s rebuttal, wherein she acknowledges receiving the credits for the data overages, but also asserts that the phone is faulty.
To determine whether or not a phone is faulty, there are some troubleshooting steps that need to be performed. First, the phone should be taken to one of our retail stores for diagnostic testing. If a problem is detected through diagnostic testing, the next step would be to contact our Technical Support Department, which will conduct further troubleshooting, and determine whether the phone can be repaired, and if not, whether the phone, and the problem itself, qualify for replacement under warranty. If it does not, we would then discuss other replacement options with Ms. [redacted].
The notes on the account reflect that troubleshooting done earlier this summer revealed that the home router (not a U.S. Cellular device) was faulty. It does not appear that the phone itself has been tested using the diagnostic tool at one of our retail stores yet, or that any troubleshooting has been done by our Technical Support Department yet. These steps would need to be taken and clearly documented before phone replacement would be considered. There is nothing so far that suggests any problem with the phone.
Our recommendation is that Ms. [redacted] works with our retail and Technical Support Departments to determine whether there is a problem with the phone. Ms. [redacted] can locate a retail store via our website at www.uscellular.com/storefinder, and she can reach our Technical Support Department via Customer Service, by dialing 611 from any U.S. Cellular phone, or (XXX)-XXX-XXXX from any phone. She would need to call from a phone other than the one she believes to be faulty.
We are confident that this issue can be resolved through the normal channels and processes, and we respectfully request that this case be closed. Should Ms. [redacted] have additional questions or concerns, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Tuesday, May 16, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] N Wabash Avenue Suite [redacted] Chicago, IL 60611             Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]     Dear Revdex.com Customer Relations Advocate,   Thank you for contacting U.S. Cellular in reference to the above account. We have received Mr. [redacted] rebuttal in regards to his contract pricing. After 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.S. Cellular®

March 29, 2016 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] P. [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 stating that he made a payment online and he requested it for $197.11 but once it went through he was charged $399.22. He contacted us and we reversed the charges on the computer but his bank currently has a hold on the money and they will not release the funds back to the account unless we submit something to the bank or he wait until they release it back. He is requesting that we provide him with something showing that the funds have been returned to him or provide the information to his bank showing that it has been released. I can certainly understand how frustrating this situation must be for Mr. [redacted]. I know that in this day in time that every penny counts. I also understand how inconvenient it can be when additional funds are taken when it wasn’t budgeted. I will be more than happy to review the account and provide additional details on the account. Upon review of the account our documents show a payment was made on 03/26/2016 in the amount of $399.22. Mr. [redacted] called us and requested that the credit balance be refunded back to him. Our Financial Services Department backed out the payment and Mr. [redacted] didn’t want to make another payment over the phone he stated he would go into the store. He later called back and spoke with a supervisor and he was upset because he needed a copy of the voided payment. But before any options were given the call was disconnected. When a payment is made online on the main page it will show the current balance due at the time. But if you select make a payment it will take you to the payment screen where it will automatically populate the balance that shows on the bill; however, it gives the option to change the amount to pay. In Mr. [redacted]’s case the bill printed out showing a total balance of $399.22 for the bill date of 03/06/2016. The bill showed that amount because we received his last payment the same day that the 03/06/2016 billing was generating. Therefore, we didn’t catch his payment in time to report it on the bill. Had that happened a double payment wouldn’t have been taken. What I would recommend is if he decides to make a payment online again that he make sure the amount to pay box is the not the amount posted on the bill but the current amount due. It gives him the option to change the information online. There are also other options of making the payment on the account. He can go into the local store to make the payment or call our Customer Service Department or through the automated system and make a payment at no cost. We have reviewed Mr. [redacted]’s complaint and there are a few options. He can log into his online account and go to bills and payments, payment history and print off the detail showing the payment was taken and showing that the payment was returned. He can go into the local store and have us print off the payment detail showing the payment was made and reversed. Or I can provide a letter with the U.S. Cellular® letter head attached and mail a copy to him to provide to the bank or if he can provide a fax number and who to address it to I will be happy to get a letter sent over to the bank for him.  As of right now there is still currently a balance of $197.11 that is due on 03/31/2016. Should Mr. [redacted] have additional questions, he/he may contact our Customer Service Department at ###-###-####. Sincerely, [redacted] C. Customer Resolution Support U.S. Cellular®

December 19, 2016   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 us in regards to the above account.  We are in receipt of Ms. [redacted] rebuttal wherein she does provide us with her account number and her cellular telephone number. I truly appreciate receiving the information that will allow me to review Ms. [redacted] account and complaint.   We have received Ms. [redacted] complaint stating she was supposed to receive $350 for switching to U.S. Cellular® from [redacted]  Ms. [redacted] states that she fulfilled all the requirements to qualify for the Contract Payoff Promotion as she was provided several different requirements from different representatives. Ms. [redacted] also states she repeatedly called and was told to wait another 30/60 days. Ms. [redacted] states when the promotional card was sent to her it was sent to the wrong address, returned to us, and has since expired and cannot be reissued.   I understand how frustrating this situation has been for Ms. [redacted] and I know how important the $350.00 promotional card is to her. I am more than happy to review Ms. [redacted] account.    Ms. [redacted] began service with U.S. Cellular on October 3, 2014, by bringing her telephone number over from Sprint. The following is information provided to all customers regarding the qualifications and requirements for the Contract Payoff Promotion. The information is also available online on our website.   Qualifications: Must sign up for a Shared Connect plan with Retail Installment pricingCustomers must port in their current number from another carrier to U.S. Cellular®Customers must purchase a new, qualifying device (basic phone, smartphone, or tablet)Customer must provide their previous carrier’s bill, showing ETF or Retail Installment pricing, carrier logo, customer name and phone number, and submit it within 60 days of activation dateCustomers must sign up with My Account within 14 days of activation   Requirements: Customers must register through Young America microsite (www.uscellular.com/contractpayoff), and send their bill (or upload it to the microsite) showing the ETF to the PO Box listed under            “Resources” Customers must scan or mail in their bill with their early termination fee listed. Customers need to provide the page of their bill with their carrier logo, Early Termination Fee, customer phone number and customer name. Customer will receive a prepaid debit MasterCard with the amount of their ETF paid out, up to $350, per CTN. Prepaid cards will be received within 12-14 weeks of submission.Previous carrier’s bill, showing ETF, customer name and phone number, and carrier logo must be submitted within 60 days of activation date. The account reflects Ms. [redacted] first request for information on her Contract Payoff was on August 22, 2015; and her next request was on August 24, 2015. As our Rebate/Promotional cards are handled by a third party, Ms. [redacted] was transferred to The Rebate Center for assistance. In review of Ms. [redacted] submission for the Contract Payoff Promotion, the mailed in forms were postmarked August 25, 2015, with the address provided by Ms. [redacted] as the address the promotional card was eventually sent to. I see the first entry that she processed was on September 19, 2015. This entry was well after the 60 days from activation requirement. The entry Ms. [redacted] mailed in was an incorrect form that was for a device rebate of $50.00. However, the reason the payoff was denied at that time was the previous carrier’s bill that is required to be provided, was not a bill from previous carrier and did not include the required information.   On October 16, 2015, over a year from the original promotion, Ms. [redacted] was advised by the rebate representative that the paperwork she provided was not complete and did not fulfill the requirements. Ms. [redacted] was able to resubmit the entry with correct paperwork on December 8, 2015, and as the promotion states you will receive your promotional card within 12-14 weeks of submission.   Ms. [redacted] contacted U.S. Cellular on February 2, 2016, and was advised it could take more time. Ms. [redacted] contacted us again on February 10, 2016, and again was advised it could take more time. Since it had only been approximately 8 weeks it could have required another 30/60 days to complete the 14 weeks. The Rebate Center mailed the promotional card for $350.00 on February 22, 2016, to the address Ms. [redacted] had provided. Ms. [redacted] account reflects that on February 29, 2016, the address was updated. At the time the card was mailed, neither the Rebate Center nor U.S. Cellular was aware of the fact Ms. [redacted] had moved.   The Rebate Center shows Ms. [redacted] reached out to them on December 8, 2016, and was advised the card had been mailed on February 22, 2016. Ms. [redacted] advised them she had moved. At no time had Ms. [redacted] updated her address before the card was mailed. The account does not reflect any contact from Ms. [redacted] regarding the rebate card after the call on February 10, 2016. We had no way of knowing the customer had not received her card, until we received the complaint Ms. [redacted] filed with the Revdex.com.   The Rebate Center policy for returned cards does not include reaching out to the customer. Their policy for reissuing a card states: reissued cards only within 90 days from the expiration date of the card. Ms. [redacted] promotional card expired June of 2016.   Ms. [redacted] states as a resolution for this issue she would like the $350.00 and an apology for 2 years of agony we have caused her. Of course we never want our customers to suffer when doing business with our company. I am saddened to hear that Ms. [redacted] was unhappy with the services we provided. In review of the account I see as a courtesy we waived approximately $200.00 in valid Restore from Suspension fees to help Ms. [redacted]. However, we are unable to provide Ms. [redacted] with the $350.00 promotional card.   Should Ms. [redacted] have additional questions on her account, she would need to contact the collection agency her account has been placed with. DCI Collection Agency which may be reached at [redacted] M-Th 9:30a-8:30p, Fri 9:30a-3:30p, and Sat 9:30a-1:30p EST.   Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

January 10, 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 receipt of Ms. [redacted] complaint in which she states she is being charged a $25 reactivation fee for an interruption of service that occurred on November 11, 2016.  Ms. [redacted] states this fee was supposed to be removed because her services were suspended due to a mistake made by U.S. Cellular.  She also states her contract with her former service provider was supposed to be paid off and that has not occurred.  Ms. [redacted] has requested that we take care of her contract buy out and the $25 fee from where her services were suspended and restored with a payment the same day.    We would like to truly apologize to Ms. [redacted] for any frustration we have caused. We strive to provide an excellent experience each time a customer works with us and we are saddened that this has not been Ms. [redacted] experience.    After a detailed review of Ms. [redacted] account we did not have a payment arrangement in place for the balance of $71.83 that caused the interruption of service on November 11, 2016.  We do have record of payment arrangements for every other month since May of 2016 where Ms. [redacted] has requested a payment plan.  U.S. Cellular has credited back the $25 restore from suspension fee from the interruption of service on May 10, 2016 and August 10, 2016.  As Ms. [redacted] demonstrates a pattern of making a monthly payment arrangement, we will waive the fee from the interruption of service Ms. [redacted] experienced on November 11, 2016 one final time.  The account balance is currently zero and the bill dated January 6, 2017 is currently generating.  This bill should be available within the next 5-7 business days.  Going forward we will not be able to waive any additional fees for Ms. [redacted]    We encourage Ms. [redacted] to discuss the option of changing her due date with our Customer Service Department for future bills so there is not a need to make a payment arrangement. We understand Ms. [redacted] time is valuable and we do not want her to have to call monthly to make an arrangement because she is unable to pay her bill on the due date.    In regards to the contract pay off from her previous service provider, our records indicate we provided Ms. [redacted] with the process for receiving the pay off on April 20, 2016 when she contact our Customer Service Department.  To receive the contract pay off a device needed to be trade-in and we needed a copy of the early termination fees from Ms. [redacted] old service provider that had to be uploaded through our rebate website or mailed to our rebate center.  Unfortunately, our rebate center never received this.  We spoke with Ms. [redacted] multiple times in July about the contract pay off and the information that was needed.  This is also when we issued an account credit because Ms. [redacted] did not receive a $50 refer a friend rebate.  Given the amount of time since Ms. [redacted] joined the U.S. Cellular family in April, and that we did not receive the requested information after interactions in April and July we are unable to pay off any fees Ms. [redacted] received as a result from switching to U.S. Cellular.    Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted].   Sincerely,     [redacted] Customer Service Support Team U.S. Cellular

Initial Business Response /* (1000, 10, 2015/06/10) */
June 10, 2015
Revdex.com of Chicago
Attention: Ms. [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Account Holder: [redacted]
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint regarding our Contract Payoff Promo. I certainly understand the frustration that Ms. [redacted] has expressed in her complaint about the misinformation provided about the qualifications for the promo. I will be happy to review Ms. [redacted]'s account to further assist.
Ms. [redacted] at this time, we are currently running a promotion called Contract Payoff Promo. This promotion allows customers to port their numbers in from their current carrier and receive a rebate card for their Early Termination Fees. There are certain criteria that must be met in order for each line being ported in to qualify for the rebate offer. I have included the details of the Contract Payoff Promo below:
Contract Payoff Promo: Offer valid on up to 6 consumer lines or 25 business lines. Must port in current number to U.S. Cellular and purchase new Smartphone or tablet through a Retail Installment Contract on a Shared Connect Plan. Submit final bill identifying Early Termination Fee (ETF) charged by carrier within 60 days of activation date to uscellular.com/contractpayoff or via mail to U.S. Cellular Contract Payoff Program XXXX-XX; PO Box XXXXXX; El Paso, TX XXXXX-XXXX. Customer will be reimbursed for the ETF reflected on final bill up to $350/line. Reimbursement in form of a U.S. Cellular Promotional Card is issued by [redacted] Member FDIC; additional offers are not sponsored or endorsed by [redacted]. This card does not have cash access and can be used at any merchant location that accepts [redacted] Debit Cards within the U.S. only. Card valid through expiration date shown on front of card. Allow 12-14 weeks for processing. To be eligible, customer must register for My Account.
Ms. [redacted] I was able to access Ms. [redacted]'s original submission and I noticed that the billing statement received was only a summary of the charges billed. There were no pages included that provided specific details for each line's Early Termination Fee. We allowed Ms. [redacted] to resubmit the rebate form to allow her another chance to receive her rebate cards. I see that Ms. [redacted]'s rebate form was then escalated and approved and she is now going to receive three rebates in the mail. The rebate offer for line X-2781 will be in the amount of $95.00, line X-9242 will be $320.00, and line X-6312 will be $190.00.
The other two lines, X-0775 and X-0774, will not receive a rebate card due to the lines not meeting the above requirements. In place of the rebate cards, we agreed to honor an account credit in the amount of the Early Termination Fees for the two remaining lines. Ms. [redacted] agreed to fax in a copy of her final billing statement which displays specific details about said charges. Upon receipt of the fax, U.S. Cellular will apply the necessary adjustments to Ms. [redacted]'s account.
I truly regret that Ms. [redacted] and the account holder, Mr. [redacted], had a shaky start with our U.S. Cellular family. We want Ms. [redacted] to know that we never want our customers to feel like they have been tricked and lied to. This is why we have done everything that we can do to ensure that Ms. [redacted] receives the credit for the amounts she was billed for the Early Termination Fees from her previous carrier.
Ms. [redacted], I greatly appreciate your time and the opportunity to assist with Ms. [redacted]'s concerns. I hope the above information is helpful and Ms. [redacted] sees the value of our resolution. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still do not have my rebate. And U.S. Cellular has not met my expectations. I have in person hand carried my bill into a store, I have faxed a summary as I was told to do, I have faxed the whole thing. My husbands credit is still impacted and is cellular claims no responsibility in this matter. I was not told the phone numbers that were unable to be imported did not qualify, on the contrary I was told all five lines would be paid. This is completely unacceptable. I have been In Sales and customer service for 20 years AND even thought us cellular was such a great deal had a coworker switch too, only to find out this is how I would be treated. Never mind that every time I called there was something else the representative I spoke with told me I had to do in order to get my rebate... All of which could have been avoided if the representatives that sold us our plan and the three other people since I spoke with were properly trained to help me the first time. I have spent over ten hours on the phone, on hold, getting disconnected and so on, and so on... Just to get this debate I was told just bring your bill in when you get it to the store and we will take care of it for you. So much unnecessary aggravation and wasted time. I cannot believe the poor response.
Final Business Response /* (4000, 16, 2015/06/15) */
June 15, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Account Holder: [redacted]
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal complaint. I truly understand that Ms. [redacted] is beyond frustrated by this current situation with her rebate cards. We truly appreciate Ms. [redacted]'s feedback and I will be [redacted] to further review Ms. [redacted]'s information to assist.
I have checked the progress for Ms. [redacted]'s rebate cards and I noticed that they were mailed on June 11, 2015. Ms. [redacted] will receive the rebate cards in the mail within the next 5-10 business days. The rebate cards will come in separate white envelopes. The amount of the Early Termination Fees for the other two lines will be credited directly to Ms. [redacted]'s account. We are still waiting to receive a copy of the detailed billing statement. Ms. [redacted] may fax the detailed billing statement to XXX XXX-XXXX.
I do see that Ms. [redacted]'s account was suspended for non-pay. Ms. [redacted] was advised by our Financial Services Department on June 8, 2015 of what her balance was and that the services were at risk of suspension. Ms. [redacted] refused to make payment because she was waiting to receive the rebate cards for the Contract Payoff Promo. Ms. [redacted]'s service was restored and as a courtesy, for the inconveniences of this rebate situation, we are going to waive the Restore From Suspend Fees.
Ms. [redacted] I greatly appreciate the additional opportunity to assist with Ms. [redacted]'s concerns. If Ms. [redacted] has additional questions, she may contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

September 19, 2015   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 Mr. [redacted] complaint which he states that on September 9, 2016 he preordered the new Apple iPhone 7. 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 7. He states that no U.S. Cellular representative has been able to give him a date of expected delivery. Mr. [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 ship. However, Apple has provided a limited amount of devices to all carriers. As devices are shipped to us then customers who preordered the iPhone 7 will be sent their device. Unfortunately, U.S. Cellular does not know when Apple will provide these devices to us.   When an iPhone 7 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 shipping. If U.S. Cellular knew when Apple would be providing us a shipment of new iPhones we would definitely provide that to Mr. [redacted].   Unfortunately, at this time we are unable to provide Mr. [redacted] his desired resolution of providing him an expected shipping date. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at [redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

December 12, 2017 Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate[redacted] Chicago, IL...

60611                                Re: Complaint Number: [redacted]Customer’s Name:  [redacted]U.S. Cellular Account Number:  N/A Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. [redacted]’s correspondence in regards to a promotion that he says was going at the time they purchased new phones in June. We have reviewed Mr. [redacted]’s concerns. 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 purposes. This 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 time. We 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 TeamU.S. Cellular®

August 16th, 2016 Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate[redacted]                Re: Complaint Number: [redacted]Customer’s Name:  [redacted] U.S. Cellular Account Number:  [redacted]Account Owner:  [redacted] Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. [redacted] response, wherein she provides the information necessary to access the account. U.S. Cellular knows that every penny counts, so I can understand Ms. [redacted] wishing to receive the best possible price on her new device.  I have reviewed the account, and I hope that Ms. [redacted] will find my information helpful. At this time, there is no two-year contract discounted pricing for the [redacted] S7.  For this reason, there is an error on our website which is causing the two-year discount popup to show incorrect information.  As the price does not exist for what it is attempting to show, it is causing the price to show as free.  This is an error, and not an intentional advertisement, and our Web Development Team is working on correcting this issue. While we appreciate Ms. [redacted] bringing the issue to our attention, we would not be able to offer the new [redacted] S7 at no cost.  We have, however, offered to waive the Device Activation Fee and provide free expedited shipping, should Ms. [redacted] wish to order this or any other device.  I apologize for any confusion this has caused. I sincerely appreciate the opportunity to review Ms. [redacted] account, and provide information that I hope is helpful to her.  Should Ms. [redacted] have any additional questions, she may contact our Customer Service Department by dialing [redacted]  Sincerely,[redacted]Customer Resolution SupportU.S. Cellular

July 21, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted]...

                                        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. My name is [redacted] and I will be responding to Ms. [redacted] complaint today. We are glad to have her as a customer and hate to hear that we may have started out on a bad foot. We show that Ms. [redacted] began her account with US Cellular in March of 2016.  I agree that she was eligible for two rebates, one for $200.00 and one for $104.04. We unfortunately must acknowledge that the rebates should have been received by now and they are late arriving to Ms. [redacted].      We received her rebate submission on March 31, 2016 and it was denied initially. Although she did send the final statement from her previous carrier as required the phone number from that carrier did not match the phone number she received from US Cellular. This was later approved and resubmitted since we advised the processing center the number change was acceptable. The number she carried at her previous provider was a Florida area code and could not be ported. This did not make her ineligible for the rebate but it did slow the process. The rebate at that point had to be processed through different channels.  The end result is that on April 20th the rebate was approved.  She should have had the rebate then by approximately by the third week of June or the first few weeks of July. When she contacted us on July 13th we called the rebate center and requested this rebate be processed immediately. We do agree that the two rebates of $104.04 and $200.00 should have been received by the customer two or three weeks ago if not sooner. We offer our most sincere apologies for this inconvenience.   I have spoken with Young America, the company that processes our rebates, and they assure me that both cards have been expedited. She should receive the $200.00 rebate no later than July 28, 2016 and the rebate for $104.04 no later than August 4th, 2016. We ask that she contact us right away by emailing [email protected] or by calling us at [redacted] if the rebates are not received. She can also reach us by calling 611 from her cellular phone. We are always here to help in any way possible.   We would like to assure Ms. [redacted] that we are glad she has moved to US Cellular. Other than this rebate issue I hope that we are exceeding her expectations! I know that she has other choices for wireless service and I want to thank her for choosing U.S. Cellular®.   Sincerely,   [redacted] Customer Resolutions Support U.S. Cellular®

January 21st, 2016 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 us in regards to the above account.  We are in receipt of Ms. [redacted]’s complaint, wherein she states that last fall she was quoted a price of $160.00 before taxes and fees, and her total should be approximately $180.00 per month.  She states that her current bills are approximately $222.00 per month, and that the price she was quoted was not notated on her account.  Ms. [redacted] states that the discounts offered to new customers are unfair, and she requests that her bill be lowered by $40.00 per month, or that she be allowed to cancel her account without fees. U.S. Cellular knows that every penny counts these days, so I can understand Ms. [redacted] seeking to lower her monthly statement.  I have reviewed Ms. [redacted]’s account, and I hope that she will find my information helpful. Ms. [redacted] changed to our Shared Connect 10 gigabyte plan on December 16th, 2014.  The cost of the plan at that time was $90.00 for 10 gigabytes of data, and $40.00 per smartphone connection.  Ms. [redacted] received a discount of $30.00 for her line ending in [redacted], and also received a 100% discount on her line ending in 9511.  This 100% discount was good for 12 months, and the total for Ms. [redacted]’s plan, before taxes, fees, and optional services, came to $140.00 per month. On November 6th, 2015, Ms. [redacted] spoke with us, and we advised her that the 100% discount on her line ending in [redacted] would expire in December 2015.  During this interaction, Ms. [redacted] switched her plan to the newer version of our 10 gigabyte Shared Connect plan.  The cost for this newer version was $70.00 for 10 gigabytes of data, and $40.00 per smartphone line.  The discount for Ms. [redacted]’s line ending in [redacted] switched from $30.00 to $25.00 per month, and at that time, she still received a 100% discount on her line ending in 9511.  The new cost for her plan, before taxes, fees, and optional services, came to $125.00 per month. On November 20th, 2015, Ms. [redacted] financed a new [redacted] on her line ending in [redacted], and moved that device to her line ending in 9511.  On December 17th, 2015, the 100% discount on Ms. [redacted]’s line ending in [redacted] expired.  The new total for Ms. [redacted]’s plan, before taxes, fees, and optional services, breaks down as follows: 10 Gigabytes = $70.00 Line 3031 - Smartphone Connection = $40.00 Line [redacted] - Smartphone Connection = $40.00 - $25.00 discount = $15.00 Retail Installment Payment = $24.95 Line [redacted] - Smartphone Connection = $40.00 Total = $189.95 In addition to her data plan and three lines of service, Ms. [redacted] has added Device Protection to her line ending in 9511, which is $8.99 per month.  She also uses our Data Controls service, which is $2.99 per month.  These two additional services bring Ms. [redacted]’s total, before taxes and fees, to $201.93. Each of Ms. [redacted]’s price plan changes is clearly noted in her account, including our advising Ms. [redacted] of the expiration date for her 100% discount on her line ending in 9511.  When Ms. [redacted] changed her plan in December of 2014, we made a special offer to her so that she could have one of her lines for free for 12 months.  This type of offer was made available to her, as she has been with us for a long time.  As we grow our business, we often make offers available to attract new customers.  Some of these offers are available only to new customers, and some are available to new and existing customers.  Competition between carriers increases the need for these types of offers, and also increases the frequency at which we revise our existing plans to ensure that our customers are receiving the best value we can offer. We certainly do not want to lose Ms. [redacted] as a customer, however there are no additional discounts available for her lines at this time.  Should Ms. [redacted] wish to cancel her service, the Early Termination Fees, as well as the payoff amount for her financed device, would be valid. I sincerely appreciate the opportunity to review Ms. [redacted]’s account, and provide information that I hope is helpful to her.  Should Ms. [redacted] have any additional questions, she may contact our Customer Service Department by dialing ([redacted]. Sincerely, [redacted] W. Customer Resolution Support U.S. Cellular

Monday, May 15, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Wabash Avenue Suite 2006 Chicago, IL 60611...

                                        Re: Complaint Number: 12154878 Customer’s Name: Harvey Green U.S. Cellular Account Number: 851306903   Dear Revdex.com Customer Relations Advocate,   Thank you for contacting U.S. Cellular in reference to the above account. I understand that Mr. Green is concerned about the contract pay off that he was expecting when he started service with us in 2015, as well as the monthly cost of the plan. I look forward to addressing Mr. Green’s concerns and providing some clarity to these issues.   Mr. Green has spoken with us in regards to these issues in great detail. He had spoken with us on September 9th, 2015 where we addressed the contract pay off. When he had started service with us to meet all of the necessary requirements for the contract pay off he would have had to have insurance as well as a retail installment contract (paying monthly on the device). Mr. Green purchased both cell phones at the promotional price of $49.99 each as well as 2 tablets at $0.01. At this time insurance was not added to the lines. Due to this it disqualified Mr. Green from the promotion where we send him a promotional card that would help him pay off his previous carrier. When he spoke with us on September 9th as a onetime offer we applied a credit to his account for $120.00 to help offset this cost on his end due to a miscommunication.   When it comes to Mr. Green’s billing he was receiving a monthly credit on each line of $30. This discount appears on customers’ accounts if they have owned the equipment for 2 years or if they were paying monthly for their phone on a retail installment contract. As mentioned previously Mr. Green had paid a promotional price for each line so he should not have qualified for this discount as he did not have the equipment for 2 years or have the retail installment contract. Per our service agreement (https://www.uscellular.com/site/legal/customer-service-agreement.html ) we have the right to correct any errors in the Agreement. Mr. Green had spoken with us on Saturday May 13th, 2017 where we agreed to add $20 discounts to both of his cell phone lines as well as a $5 discount to each of his tablet lines. This would only raise his bill $10 from what he was paying previously.   We have reviewed Mr. Green’s complaint. At this time there are no additional discounts that can be applied to the account as we have already added discounts that Mr. Green technically did not qualify for. Should Mr. Green have additional questions, he may contact our Customer Service Department at (888)944-9400.     Sincerely,   Raquel G. Customer Service Support Team U.S. Cellular®

October 20, 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. Mr. [redacted] states that he has been a customer of U.S. Cellular since 2008. Mr. [redacted] states the in 2014 he relocated to an area outside of the U.S. Cellular footprint therefore the only coverage they get is roaming coverage. Mr. [redacted] states that we advised him to return his equipment and we would waive the Early Termination Fees. Mr. [redacted] was waiting on the package to be sent to him so he could return the item and he never received it and now his account is in collections. Mr. [redacted] states that he then asked to speak to a supervisor and after several requests for a supervisor and being treated rudely by the associate, he was then able to speak to a supervisor. Mr. [redacted] states that when he requested to have the phones unlocked so that the phones may be used with a local provider, he was advised that he would need to first pay the Early Termination Fees and then drive to a U.S. Cellular store to get the phones unlocked. Mr. [redacted] states that he explained that there were no U.S. Cellular stores nearby. Mr. [redacted] states he wanted to speak to someone from corporate office and never received a call. Mr. [redacted] goes on to say he has never been treated so poorly and rude by any company. Mr. [redacted] states he is now being harassed by the collection agency for more than $800.00. He goes on to say he has tried to resolve this on his own and return the phones and U.S. Cellular refuses to work with Mr. [redacted]. Mr. [redacted] desired settlement is to have the return packages sent to him as promised and all the fees adjusted appropriately without the Early Termination Fee and his credit fixed.
Customer satisfaction is and has always been our company's primary goal. I would like to apologize for any frustration Mr. [redacted] has experienced regarding this matter. It is never our intent to make things more difficult.
After reviewing the account, I confirm on November 29, 2014 we did in fact offer Mr. [redacted] to return the devices and provide a copy of his new utility bill as proof of move and we would waive the Early Termination Fee as a courtesy. Mr. [redacted] stated he would consider and call back. An hour later, Mr. [redacted] called back and wanted the unlock code for his device and was advised he would have to complete the contract terms or pay the Early Termination Fee before the devices could be unlocked. Later that day we talked to Ms. [redacted] and she agreed to pay off the Early Termination Fee and go to the store and have the phones unlocked. Ms. [redacted] requested to speak to a supervisor and once again was advised the Early Termination Fee needs to be paid before unlocking the devices and unlocking her devices requires visiting the local store. Ms. [redacted] advised she had already moved and was no longer in our coverage area. At that time, we advised the Early Termination Fees are valid fees, as the phones where never returned nor a utility bill provided. During this call Ms. [redacted] requested to speak to a Manager. We advised she would receive a call back in 48 business hours.
I humbly apologize as we were unable to call Ms. [redacted] back as the numbers had canceled on the account and no call back number was given.
I see on August 17, 2015, Ms. [redacted] made an attempt to reach out to us via the Revdex.com however, due to the state of the account we requested the account holder to reach out to us. On August 28, 2015 the Revdex.com did not hear anything back from either Mr. or Ms. [redacted] and the dispute was closed.
I am sad to say the offer to return the devices and provide a copy of the utility bill of the move was back in November of 2014. At this time, the 60 days to return the device and provide the bill has clearly ended and we are no longer able to make any changes or provide any adjustments to the account as the request to provide the information above was never fulfilled.
Although my research did not produce the outcome Mr. [redacted] had hoped for, I would like to take this opportunity to thank Mr. [redacted] for his years of service with U.S. Cellular(r) and I appreciate the opportunity to address his concerns. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted]
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

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]

March 16, 2016Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 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. Ms. [redacted] states we are still not addressing the customer service issues as she had to fight and fight on a monthly basis because the rates would fluctuate.  She goes on to say the level of customer service she received upon attempting to cancel her account was far below what she had expected and then to receive the final bill was absolutely unacceptable. Please allow me to say how much I truly respect the honest feedback Ms. [redacted] shared with us. Allow me to apologize for any inconvenience Ms. [redacted] experienced with our Customer Service Department throughout her time with us as well as attempting to cancel service. I want her to know that her voice is being heard! Customer satisfaction is and has always been our company’s primary goal. We, here at U.S. Cellular® take great pride in providing, not just “Good” customer service, but “World Class” customer service! It deeply saddens me to hear of anyone who feels they have received anything less. I would like to extend a heartfelt apology for all the frustration Ms. [redacted] experienced regarding this matter. In response to Ms. [redacted]’s concerns, I will be delighted to review her account to provide additional information she may find helpful. As I mentioned in the previous communications, Ms. [redacted] had been past due on her payments since July of 2015.  On October 10, 2015 Ms. [redacted] called in and wanted to canceled service due to her account was suspended for non-payment.  At that time we advised her of the Retail Installment fees remaining along with the contract termination fees.  Ms. [redacted] spoke to our Solutions Consultant Department and asked if she could return her phones to void any fees and we advised it would not be possible as the 15 day excellence guarantee had passed and she would be responsible for the fees involved with canceling. On that same day, we offered to change her to our 3 gigabyte Shared Data plan to save Ms. [redacted] money, in which she declined. We also offered Ms. [redacted] to pay $285.00 and we would waive $40.61 as a courtesy to keep her business.On October 11, 2015, Ms. [redacted] visited the local store and paid her part of $285.00 and the $40.61 was waived.  At this time, she changed from the 10 gigabyte plan for $90.00 to the promotional 10 gigabyte plan for $70.00.  During the time Ms. [redacted]’s account was suspended her billing statement was in the middle of processing.  Ms. [redacted]’s billing cycle date ended on the 9th and reset on the 10th.  Due to Ms. [redacted]’s account being suspended on October 10th her October billing statement posted with a small balance of $41.56, due November 3rd with no payment received. On November 10th Ms. [redacted]’s bill posted with service from October 11th through November 9th and current changes from November 10th through December 9th.  As you can see this bill was higher due to the previous bill not being billed out correctly. On November 19th Ms. [redacted] contacted our Customer Service Department dissatisfied with the charges. After explaining the charges and fees were correct, we offered to waive the reconnect fees of $25.00 each. At the time, Ms. [redacted] had three lines that suspended, therefore; had a total of $75.00 in fees. We offered in good faith to waive the $75.00 plus taxes to keep her service with us. Ms. [redacted] declined the offer.Later on November 19th, Ms. [redacted] reached back out to our Social Media Team and was offered the same credit and she agreed to the credit of $85.92 and it was applied to her account. On February 7th Ms. [redacted] called our Customer Service Department and wanted to know how much she owed for each line to cancel. We advised line -0702 was billed $168.38 and line -[redacted] for $182.02 as what was displayed on the January 10th billing statement.  In regards fro line -0273 this line suspended for nonpayment and ceased for nonpayment on January 25th.  During this interaction Ms. [redacted] changed her billing address and a bill was reset.  Ms. [redacted] also requested her [redacted] S5 be unlocked and we advised to visit the local store. On March 5, 2016, Ms. [redacted] spoke to our Financial Department and declined a payment and is now in jeopardy of being sent to a collection agency. Ms. [redacted] also requested a bill reprint and we advised she would need to visit the local store due to her account was canceled and her address changed. At this time, Ms. [redacted] is well aware of the charges owned on her account along with the Termination fees and Retail Installment charges. We have reviewed Ms. [redacted] complaint and although we are extremely saddened that Ms. [redacted] feels she received anything less than superior Customer Service the charges owned on her account are correct and do not require any form of credit. In closing, should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted]

Initial Business Response /* (1000, 10, 2015/07/24) */
July 24th, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number:[redacted]
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 which states her dissatisfaction with the removal of a promotional discount on her account and the concern that our store representative advised that this discount would never be removed for the life of the plan. Ms. [redacted] states that she was advised the cost of her monthly bill would be $99.00 and would never rise as long as she did not make changes on her account, with the understanding that her discount was permanent. In receiving a letter from U.S. Cellular(r) recently, Ms. [redacted] is now aware that this discount was promotional and requests to have her bill permanently lowered to $99.00 as she was promised. I appreciate the opportunity to address these concerns.
I can definitely understand Ms. [redacted]'s frustration with this situation and the potential increase of her monthly cost contrary to what she was advised in store. It is truly never our intention to mislead our customers or cause an inconvenience or concern. We understand the importance of maintaining household costs these days and keeping bills as manageable as possibly. We sincerely apologize for the frustration that Ms. [redacted] has experienced.
In researching the account I see that the associate whom assisted Ms. [redacted] the day her promotional discount was applied, was contacted personally as she advises. This associate documented the account and advised that the discount was in fact to only last for a one year period and requested the assistance from her leader. An associate at our corporate office made contact with Ms. [redacted] on 7/23/15 and offered to apply several discounts to her plan in order to maintain her current cost. Ms. [redacted] has been advised that these discounts will be removed in 12 months, which will raise her monthly cost to $140.00 per month before taxes and fees. Per our documentation from the corporate office, this resolution was understood and agreed upon.
I am very [redacted] to see that we were able to resolve Ms. [redacted]'s concerns and hope that this offer was to her satisfaction. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Have a wonderful day!
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

January 2, 2017   Revdex.com of Chicago Attention: 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. We are in receipt of Mr. [redacted] complaint stating he was to receive a credit for our Refer-a-Friend Promo, but it was never placed on his account.   I do understand Mr. [redacted] disappointment and will be happy to review the account and the promotion in question. We have reviewed Mr. [redacted] complaint that he was referred by a friend and he has had issues receiving his end of the promotion. However, our Refer-a-Friend promotion is not issued by way of a credit to the account it is a U.S. Cellular closed loop promotional card sent via mail. This promotion is started and completed on line. The customer that is referring the friend is required to complete information through our website before the referred friend becomes a customer. I do apologize if there was confusion in store as this promotion is not processed by the sales representative completing any forms for the customer. Sometimes if the customer is having difficulty a representative my try to assist the customer, however all requirements of the promotions are the responsibility of the customer. I can offer a link https://referafriend.uscellular.com for additional information and restrictions on the promotion to assist Mr. [redacted] further.   In review of Mr. [redacted] current account, I see it was originally the Pre-paid $35.00 plan including 500MB High Speed Data w/ Data Throttling that was chosen and paid for, it was changed to the $45.00 2GB High Speed Data w/ Data Throttling which increased the cost $10.00 which caused an additional payment to be made by Mr. [redacted]. The Pre-Paid Simple Connect Plans come in different sizes depending on the amount of High Speed Data you need. They are all unlimited data, however as an industry standard it is not unlimited High Speed Data; as all of our signage, website, and other forms of media clearly state. Due to the confusion with starting Mr. [redacted] device U.S. Cellular gave him a courtesy credit of $8.00 on his account. On November 19, 2016, Mr. [redacted] called into our Customer Service Department regarding his data being throttled. He was advised how his plan worked and he was unhappy with the data situation and requested to speak to a Supervisor. Mr. [redacted] spoke to our Escalation Department and in an attempt to appease Mr. [redacted] we offered to move him to the larger Prepaid: Simple Connect $60 - Unlimited Talk Text and 5GB High Speed Data Plan. By making this change before the anniversary date for his payment renewal, we placed a credit on the account of $60.00.  This allowed the new larger data plan to start and gave the customer 7 days of free service valued at $14.00.   On December 12, 2016 Mr. [redacted] called in regarding the Refer-a-Friend promotion in question. Mr. [redacted] requested a Supervisor and again spoke to our Escalation Department where he was advised the promotion did not include Pre-paid accounts. As a courtesy due to the perceived service failure we offered Mr. [redacted] a credit of $25.00 and placed it on his account. Mr. [redacted] accepted that resolution. On December 17, 2016 Mr. [redacted] called in and advised the Customer Service Representative he was promised $50.00, the representative advised the customer the notes reflected he had been offered and given a $25.00 credit. Mr. [redacted] again requested to speak to a Supervisor and was connected to our Escalation Department. We advised Mr. [redacted] again of what the notes reflected and advised not all calls are recorded, but if we could locate the call we would call him back. The only reason Mr. [redacted] was switched to different associates was because he continued to request a Supervisor.   Mr. [redacted] states as a resolution for this issue he would like a credit of $25.00. Of course we never want our customers to be disappointed in our service. However we feel we have compensated Mr. [redacted] account over and above for a promotion he did not qualify for. I apologize at this time we are unable to provide Mr. [redacted] with any additional courtesy credits over the 7 days free service and the $38.00 in account credits.   Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at [redacted].   Sincerely, [redacted].   Customer Service Support Team U.S. Cellular®

September 12, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] [redacted]
[redacted]
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] rebuttal stating that that we do not have reliable service and she would like the money back for the time frame she didn’t keep the service.   We understand the importance of having a working phone at all time. It is never out intention to cause any frustration for our customers. I will be more than happy to address her concerns today.   Unfortunately, we would not be able to refund Ms. [redacted] for the unused services as it is a prepaid account. She prepaid for the service that she was using. She did make a $9.00 payment towards the account with hopes that it would get her better internet, but that was not the case. Since we do not have a package for data only, once she was slowed down the data would not go back to regular speed until she came back into a U.S. Cellular market.   We only issue refunds for service if our customer is within 15 days of getting service with us. This account has been active with us since July 10, 2016, which would have put Ms. [redacted] well past the 15 day return time frame. Even when she contacted us in regards to the data being slowed down she still was outside of the return time frame.   We advised Ms. [redacted] multiple times that where she was using her service that we wouldn’t be able to get the full use of the data service since it is limited to 400 MB outside of the coverage area. As advised in the previous complaint based off the coverage map Raleigh, NC is in partner coverage. That means that she is no longer using a U.S. Cellular® tower, she is using another providers tower in that area. I am sincerely sorry that while she was in Raleigh she wasn’t able to get the best internet service since she was roaming.   We have reviewed Ms. [redacted]’s complaint and I regret to find that the account has been cancelled. However, I understand that having internet service for business purposes and we were unable to provide what she was looking for. At this time we are still not going to be able to refund the money she paid towards the prepaid service back to her. She is outside of the 15 day return time frame to return anything back to us for a full refund. I respectfully request that this matter be closed.   Should Ms. [redacted] have additional questions, he/she may contact our Customer Service Department at ([redacted]
Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®