Merchant Retail Credit Association

April 11, 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 U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]’s complaint which she states that she has been a long time customer for over 15 years and has never experienced as many issues as she has over the past few years. Ms. [redacted] states she had a problem ith calls being made to Canada from a line on her account when they never call Canada. Thankfully those issues have been resolved. Ms. [redacted] now states that the cost of her plan monthly is not what she was told it would be when she changed from an old Family plan to our new Shared Data plans. I certainly understand her frustration and I will be happy to assist her. Ms. [redacted] was on a old Family 1000 plan until November 2, 2015 when she switched to a 6GB for $55.00. Ms. [redacted] then changed her plan to the Promotional plan of 6GB for $40.00. The charge for each line on the Family 1000 plan after the first two lines would be $10.00. However, the Shared Data plans bill to what devices are on each line. On the Shared Data plan smartphones are billed at $40.00 and basic phones are billed at $30.00. However, if the lines qualify they could receive a discount from these charges. While on the $55.00 Shared Data plan some of Ms. [redacted]’s lines were receiving discounts. The lines ending in 4121, 5702, and 1925 were receiving the correct $10.00 discount associated with the basic phones on these lines. These discounts brought the $30.00 basic phone access charge down to $20.00 for each line. With the $55.00 for 6GB, the lines above being charged $20.00 a month, line 1926 being $30 due to not meeting requirements for the discount, and the two lines [redacted] and 1718 being smartphones and not meeting the discount requiremens were billed at a $40.00 access charge. This would bring a total before taxes to $225 a month. Now that Ms. [redacted] is on the $40.00 for 6GB plan the discounts remain the same and the overall savings is $15.00 from the amount above. The billing for the account is correct as I have found no errors. However, the two smartphones on your account will meet the requirements for their discounts in just a few weeks. I have added these discounts early and this will mean the smartphones will receive a $20.00 discount each off their monthly access charge. This will bring your monthly bills before taxes or fees to $170.00 a month. Ms. [redacted] will see these discounts shown on her next bill due in May along with extra prorated amount of discount. Should Ms. [redacted] have additional questions, he/she may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] A. Customer Resolution Support U.S. Cellular®

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

Initial Business Response /* (1000, 10, 2015/09/18) */
September 18, 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 number. We are in receipt of Ms. [redacted]' complaint stating she has not received her contract buyout reimbursement. She has requested the $290.00 reimbursement to cover the charges from ending her [redacted](r) contact. I appreciate the opportunity to review Ms. [redacted]' complaint and account.
We would like to sincerely apologize for the frustration Ms. [redacted] has experienced. Ms. [redacted] was initially provided inaccurate information about the program being over as our Contract Payoff Promotion is still ongoing. We were unable to locate Ms. [redacted]' uploaded bill with our Rebate Center; I am unsure as to what would have been mailed on the 4th.
It is never our intention to have a customer runaround or make extraordinary efforts to receive a promotion. Ms. [redacted] has certainly put forth every effort to provide us with the required information. I have adjusted Ms. [redacted]' account the $290 she accrued from ending her contract early with [redacted]. I have also issued a $25 courtesy adjustment in an effort to rebuild Ms. Site's trust in U.S. Cellular. Ms. [redacted]' balance is now $31.56; this balance is due 9/29/2015.
We know there are many choices when it comes to selecting a service provider and we are truly honored Ms. [redacted] selected U.S. Cellular. We strive to be a company that is easy to do business with and we hope to exceed Ms. [redacted]' expectations going forward. Should she have any additional questions, our Customer Service Department is available daily from 6am-11pm Central Time by calling XXX-XXX-XXXX or 611 from any U.S. Cellular phone.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

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®

February 26, 2018   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:  Harvey [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] correspondence in which he states that he was promised a promotional offer that is not being honored. Mr. [redacted] is requesting that we comply with the agreement that was made.   We have reviewed Mr. [redacted] 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, Joe W. Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 10, 2015/05/29) */
[redacted] 29th, 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: ...

[redacted]
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 complaint which states that she has experienced numerous issues on her bill since changing to a Shared Connect plan to save money. Also stated is that they were overcharged and had to call in each and every month to receive credits toward the bills. In May, Ms. [redacted] was advised that the account had been eligible for a $20.00 monthly discount but had not received it, at which time we applied the discount and credited for 6 months retroactively. Ms. [redacted] states they were getting overcharged and scammed along with many other customers. The desired resolution for this case is to credit back the $20.00 per month that Ms. [redacted] feels she over paid for the last three years.
Ms. [redacted] I can certainly understand why Ms. [redacted] would feel frustration with the fact that she was not receiving a discount she should have been. Saving money these days is very important so I can completely understand where she is coming from in this sense. Because of this situation and their experience in the past, Ms. [redacted] and Mr. Kmecheck have decided to cancel the services. I am truly saddened by this experience but I am more than happy to help resolve this for Ms. [redacted] in any way I can. It is definitely never our intention to cause frustration or concern for our customers; but rather quite the opposite. We truly appreciate the feedback that Ms. [redacted] has provided.
In reviewing the account, Ms. [redacted] changed to the Shared Connect 3GB plan on 5/9/14 for a cost of $148.98 per month (including a Military Discount) before taxes, fees, and additional usage charges. In the months following, Mr. [redacted] experienced data overage totaling $195.00 over 12 month's time, up to the month before the account was cancelled. We did receive numerous calls each month regarding this overage and performed thorough research regarding the data usage. In speaking with Mr. [redacted] we were advised that he felt as though someone was hacking his phone and using all of this data, while also advising us that he had been streaming videos on his phone. After reviewing the usage and requesting that Mr. [redacted] visit the store to have his device checked, we determined that the usage was valid but continued to offer courtesy credits to the account in order to save our customer. As a helpful suggestion to control the issue with overage, we recommend data usage controls on the account and instructed Mr. [redacted] to check his usage on the device itself as it was extremely unlikely that his phone was being hacked. In addition to this recommendation, we also added what we call 'goodwill' data, or free data, to the account as an effort to help Mr. [redacted] and Ms. [redacted] from incurring overage.
When the account was moved to the Shared Connect plan, they most certainly should have received a $20.00 per month discount because one of the lines was eligible for savings. Unfortunately there was an oversight on the assisting associate's behalf and the discount was not added. Since we have recently found this error, $120.00 has been credited to the account to cover the last 6 months of missing the discount. Because the Shared Connect plan was put into effect on 5/9/15, Ms. [redacted] was actually missing a total of 12 months regarding the discount. I will definitely apply the additional $120.00 to cover the remaining 6 months that Ms. [redacted] should have received the discount for. The previous price plan they were on was not eligible for these discounts as it was a retired plan that we no longer offered. Since applying this credit, the existing balance due has changed from $163.55 to $42.66. U.S. Cellular would never intentionally cause this inconvenience for our customers by not adding any applicable discounts that were deserved. This was not a matter of scamming our customer but rather an oversight on our part. U.S. Cellular has award winning customers and business morals. We strive to continually keep our customers happy with the plans and savings they receive when compared to other providers. We sincerely apologize for the experience that Ms. [redacted] has had.
Ms. [redacted] has not actually experienced an issue with this discount for the past three years, seeing as the plan was only activated 1 year ago. To ensure the bills accuracy before the plan was changed, I also reviewed statements from January of 2014 to May 2014 before the activation of Shared Connect. The only issues that occurred during this time was data overage, which were all valid charges. Since we began receiving complaints of this overage and recommendations to cancel, we have credited a total of $435.00 for discounts and data overage. We also recently offered to waive any Early Termination Fees assessed when cancelling the account though the contracts were updated when the plan was changed. The credit that I recently applied will be the final credit on the account. With our bill in advance for May to June having already printed and been applied to the account, they will receive partial credit back for the cancellation from 5/26/15 (the day the service was cancelled) to the end of their billing cycle on 6/13/15. This partial credit back can be requested upon receiving the final bill in the mail.
Ms. [redacted] I truly hope that this information will be helpful to Ms. [redacted] in understanding the discount that was missed, the actual time-frame the discount should have been applied and the credit that has been applied because of this oversight. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Complaint: [redacted]
I am rejecting this response because:The simple upgrade of this device was an absolute nightmare.  Yes I have been contacted by the corporation.  Yes I have the replacement device and it is activated.The device was not up to date and is substandard.  I have been billed for this device (taxes) and they were paid.  I still have not received a refund or credit for what they said was "waived".  Just got the paper bill the day the replacement phone was supposed to arrive - no phone, but they sure know where to send the bills cause I got that!I have spent countless hours on the phone trying to resolve this issue.  Offer made to me was a $66 credit for 3 months of my bill?  My bill is $130 per month.  How in gods name is that 3 months of credit?  If I was to bill this company $10 per hour I have spent on the phone getting this rectified they would owe me over $1000 USD.All contact has been from "reps" or people that pose as "supervisors".  No effort has been made to actually solve the problem - I'm simply being put on hold and "glad-handed"  I have filed a complaint with the Maine PUC also since the Revdex.com is still doing nothing and still giving this company an AAA rating.  Look at the Revdex.com website - there are 48 negative complaints and not one positive review about this company.  Does anyone at the Revdex.com even look at their own website?  Somebody is drinking the Kool-Aid here - and it's not me.
Sincerely,
[redacted]

July 27, 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. I am in receipt of Mr. [redacted] rebuttal wherein Mr. [redacted] states that U.S. Cellular® seems to be unwilling to honor the terms of our rebate agreement. Mr. [redacted] states our original response was both inaccurate and irrelevant when we explained we had advised him twice of the impact to his rebates. Further, Mr [redacted] states he was in compliance with the written terms of the rebate offer. Finally, Mr. [redacted] believes that U.S. Cellular® is acting in an unethical manner by denying the rebates and states that he will change wireless carriers if the rebates are not paid.   As previously stated in our original response, we understand that Mr. [redacted] is frustrated that he is not going to be receiving rebate cards for the Contract Buyout rebate offer. Mr. [redacted] was, in fact, advised of the impacts to his rebates if he chose to cancel the Device Protection+ feature on his lines. This is neither inaccurate nor irrelevant. The rebate offer terms clearly state that Device Protection+ is a requirement of the offer. Our original response included the full terms of the rebate offer including:   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. [redacted] contacted us on June 3, 2016 and requested the Device Protection+ feature be removed from all lines on the account. Mr. [redacted] was advised twice that removing this feature would negatively impact any rebates. Ten days later on June 13th Mr. [redacted] submitted his final bill from his previous carrier. Mr. [redacted] Contract Buyout rebates were denied due to the required Device Protection+ feature having been voluntarily cancelled by Mr. [redacted].   We are sorry to hear that Mr. [redacted] is considering changing to another wireless services provider. However, Mr. [redacted] was not in compliance with the written terms of the rebate offer and therefore the denial is valid. Mr. [redacted] is welcome to contact Customer Service by calling ###-###-#### and we will get him partnered with our Solutions Consulting Team to discuss his cancellation options.     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®

Complaint: [redacted]
I am rejecting this response because:
Why didn't the sales person tell us there was no coverage in the Chicago area. And is this the way us cellular trains their employees? We have since bought the phones out and we could not use his phone with the carrier he went to and has to buy a new phone. It's not a matter of he said--we said. We would have never  bought service through us cellular if they didn't have coverage in the Chicago area. The sales people know where the coverage areas are. That's the reason we were switching to their plan. I will never use us cellular again. They should have at least offered us a buy out plan for their misrepresentation. Thank you for your time
Sincerely,
[redacted]

May 16th 2016 Revdex.com of Chicago [redacted]ention: 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 your complaint regarding her device capabilities. Ms. [redacted] states that U.S. Cellular failed to advise her that not all [redacted] are compatible with the U.S. Cellular network. Ms. [redacted] states that she switched to U.S. Cellular six weeks ago and after which she discovered that [redacted] do not function for voice and data simultaneously on U.S. Cellular network as opposed to [redacted] network. Ms. [redacted] states that there was an emergency with her work and as she was not able to access data while on a call, she had to hang up to access her data. Ms. [redacted] states that she must be able to use her data and voice and text simultaneously. Ms. [redacted] states that she spoke with many U.S. Cellular associates regarding this m[redacted]er. Ms. [redacted] states that one associate shared with her that [redacted] manufactures their [redacted] for U.S. Cellular modified so that simultaneous voice and data is not a functionality so that they phones are cheaper, but are marketed at the same price. Ms. [redacted] states that each U. S. Cellular associate she speaks with regarding her plan, all provide her with different price plan quotes. Ms. [redacted] states she was quoted $216.97 plus tax, in store. However when she calls in, the quote is anywhere from $186.98 plus tax and to $240.00 plus tax. Ms. [redacted]s’ desired resolution is to immediately receive her promised reimbursement of ($1223.28), so that she may leave U.S. Cellular and go back to her previous wireless provider. Ms. [redacted] states that she has filed her paperwork but now has to wait 8-10 weeks for processing. Ms. [redacted] states her other option is to cancel her account and requests the Retail Installment Contracts (RIC’s) on the phones and the Early Termination Fee (ETF) on the Tablet waived; which she states she was not advised it came with a contract. Customer satisfaction is and has always been our company’s primary goal. I would like to extend a heartfelt apology for any frustration Ms. [redacted] may have experienced regarding the [redacted] functionality as well as her price plan quotes. It is never our intent to make things more difficult for our customers but rather quite the contrary. While we take great measure to make sure our customers are well informed, we are human. It was my pleasure to review her account to address this m[redacted]er. I see Ms. [redacted] began her U.S. Cellular service on April 2nd 2016. Ms. [redacted] began her service with three phones (two [redacted] and one [redacted]) and a Tablet. Ms. [redacted] selected our 10GB Shared Connect plan for $70.00 per month along with a 30% monthly discount ($21.00) which puts her plan at $49.00 per month. She has three Smartphones with the standard Smartphone connection charge at $40.00 per month per line. All three of her Smartphones have the additional Device Protection+ feature for $8.99 per month. Her two [redacted] lines (-[redacted] and -[redacted]) have Retail Installments for $31.00 per month per line. Her [redacted] line (-[redacted]) also has Retail Installments of $28.00 per month. Her Tablet line (-[redacted]) has the standard Tablet connection charge at $10.00 per month. This all puts the total cost of her monthly plan at $220.97 plus normal taxes and fees.  I see our Customer Service advised Ms. [redacted] of this information when we spoke to her on May 12th 2016. I have partnered with our Rebate vendor site for the following status of Ms. [redacted]s Rebates: Smartphone Line -[redacted], ($200.00) Switcher Promo Rebate approved, ($135.28) Contract Payoff Promo processing. Smartphone Line -[redacted], ($200.00) Switcher Promo Rebate processing, ($487.47) Contract Payoff Promo Rebate approved. Smartphone Line -7182, ($200.00) Switcher Promo Rebate approved, ($599.99) Contract Payoff Promo Rebate approved. We have reviewed Ms. [redacted]s’ complaint. While we are extremely sympathetic to her situation, as her Rebates are approved or still processing with no way to expedite this process, there is no credit due. We thank Ms. [redacted] for her business with us. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] T. Customer Resolution Support U.S. Cellular®

(The consumer indicated he/she DID NOT accept the response from the business.)
Their claim of not selling Unlimited Data usage in 2010 is irrelevant as my contract was dated November 30th 2009 and carried over into 2010. I have attached the final Invoice from US Cellular along with the one dated...

December 2009 showing the [redacted] Touch Pro II Phone which was coupled with the plan.
The company's sales rep sold me an "easyEdge" Data service plan for an extra $24.95 per month. This service with the SOC of [redacted] was explained as an UNLIMITED USAGE plan and this is further noted on every single bill I got afterwards. NO WHERE on my contract does it say anything about some mysterious cap of 5GB. NO WHERE!
The attached PDF has all the account info in the world as it is a scan of that last bill. (US-Cellular-Complaint-Revdex.com-Paperwork.pdf)

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]

Complaint: [redacted]
I am rejecting this response because:I called the 1-888-[redacted] number,  and spoke to a [redacted], she informed me that this is a business account, and that I would have to be transferred to the "Business Services".  She transferred me to them and I spoke to "[redacted]".  [redacted] informed me that the only options that I have to cancel service is to pay the following:On the two hot spots a "Termination Fee" of 62.00 each or a total of $ 124.00On the ([redacted]) [redacted] line a "Termination Fee" of 145.00On line ([redacted]) [redacted] A phone buy out of $ 388.80On line ([redacted]) [redacted] A phone buy out of  $ 495.00On line ([redacted]) [redacted] A phone buy out of $ 449.28.Thus the total to cancel the service that I do not receive is $ 1,602.08.I do not understand that US Cellular is advertising that I receive the "Best Service" and they are not providing that.  My service is almost nill, yet they want to charge Termination Fees, when it is not my fault that they do not have service in my area that they promote that they have. U.S. Cellular is  misrepresenting their product,  and should offer to void all termination fees, if another provider can have the service in the area.  It is not my fault that the "tower has been changed directions to accommodate more customers " and I am left in the cold with almost no service.  I feel like I have been shafted in regards to the service, and no help from US Cellular in providing the service that "I used to have from them".  If they cannot provide adequate service, then they need to point that out in the maps of the areas that they say they have service. they also need to be truthful to customers if the towers are changed in directions and the service area has been compromised.They also should provide the customers that the service is limited some options in regards to getting out of the non-existent service.  I have been a loyal customer quite a few years, and yet U.S. Cellular is not offering to make up to me any help in the service is[redacted]s.  Ii would like a actual fix to my problem or for
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/05/12) */
[redacted] 12, 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
Dear Ms. [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 got a new device on [redacted] 6, 2015 and on [redacted] 7, 2015 he started having problems with the device. He stated he contacted us to let us know about the problem and we did some troubleshooting that seemed to fix the problem. However, a few hours later he began to experience the same problem again and he called back we tried to troubleshoot again, but didn't have any good results after this interaction. He stated that he was told that it could take up to 15 days to fix the problem. The resolution Mr. [redacted] is seeking is for us to either replace the phone or the fix the device.
Ms. [redacted] I would first like to apologize to Mr. [redacted] on behalf of U.S. Cellular(r) for any frustration or inconvenience this matter has caused him. I certainly understand the importance of being able to have a working device so he can stay connected to family and friends.
I have reviewed Mr. [redacted]'s account and I see that he did get a new device on [redacted] 6, 2015 and on [redacted] 7, 2015 he called in because his ringtones were not working. We refreshed our system and had him select a ringtone. After doing so we made a test call to his device and it was working. A few hours later on the same day he called back in with the same issue. We tried to do further troubleshooting on the device but we had no success. We advised Mr. [redacted] that the phone is DOA, which mean it is dead on arrival and that he was still within his 15 days.
Since Mr. [redacted] is still within his 15 days he can take the device back to the store he purchased it from with the charger and all components that came in the box and we can replace the device. It appears that they [redacted] have been a small miscommunication when we were telling Mr. [redacted] that he was still within his 15 days. We certainly don't want to him to continue to have a device that is not working properly especially since this is a service that he pays for on a monthly basis.
We have reviewed Mr. [redacted]'s complaint and we have determined that he is still within the 15 day time frame to return the device and get it replaced. Mr. [redacted] has until [redacted] 20, 2015 to take the device, the charger, and all components back into the location where he purchased the phone from. Once it is returned they will be able to get him into a new device and before he leaves the store I would recommend Mr. [redacted] to try the ringtone and make sure that the phone is working properly before leaving.
Should Mr. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

February 4, 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: n/aThank you for contacting U.S. Cellular in reference to Mr....

[redacted]’s account. I am receipt of his complaint which states his dissatisfaction with the current status of his account due to the billing issues that Mr. [redacted] states he endured in 2013. Due to this account balance, Mr. [redacted] states he is receiving harassing phone calls from a collection agency and is requesting that we remove his account balance and restore his credit class to a prior state before the collection activity began. I appreciate the opportunity to address his concerns and request.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] H.Customer Resolution SupportU.S. Cellular®

January 18, 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:  Jennifer L. [redacted] U.S. Cellular Account Number:  Not Provided Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Ms. [redacted] correspondence in which she states she purchased a new phone, two tablets, a case with rewards points, and added a data blockage so she couldn’t go over her data.  Her bill is over $1000 and she was denied arrangements because of a broken payment arrangement.  Ms. [redacted] would like for her services to be turned back on and she does not want to be charged for her tablets.  We are truly sorry for any frustration this situation has caused.  Ms. [redacted] states her rewards points should have covered the case she purchased.  U.S. Cellular began to phase out our rewards program in early 2015 and ended our rewards points program on September 1st, 2015.  Rewards points were not available to Ms. [redacted] in November to purchase a case. Please know it is never our intention to hide any charges or activation fees from a customer.  Our activation fees are printed on each service agreement that must be signed.  In regards to our data blocking service, we offer data usage controls that will prevent new data sessions once a specified limit has reached our system.  We will not interrupt a customer in the middle of a data session so there is the possibility of overage.  The usage controls are intended to minimize overage, not completely prevent it.  We have reviewed Ms. [redacted] 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 her submission. Please advise Ms. [redacted] to resubmit this complaint with the information requested above and we will be happy to address her 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, Amy C. Customer Resolution Support U.S. Cellular®

December 12, 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:  Not provided   Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of [redacted] correspondence stating she was to receive a promotional rebate, but it was never delivered to her.   We have reviewed Ms. [redacted] 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 her submission.   Please advise Ms. [redacted] to resubmit this complaint with the information requested above and we will be happy to address her 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 Team U.S. Cellular® Tell us why here...

Complaint: [redacted]
I am rejecting this response because:We never saw the commercials or your web site since we came in and asked about switching to the no contract plan and that was when the sales person told us they would pay off our stuff, so you have multiple ways, but we seem to be one of the ones who were misinformed by one of those ways. And you admit that there could potentially have been misinformation and yet you care so little for the customer that you are not willing to make any sort of compromise.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5th, 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
Good afternoon and thank you for contacting U.S. Cellular in reference to the above account! We appreciate you taking the time to contact us. I am in receipt of Mr. [redacted]' complaint in which he states that he recently cancelled his service to switch to another provider. Mr. [redacted] also states that he received the final bill including all proration and two early termination fees. Mr. [redacted] then states that he contacted our Customer Service over the phone to dispute those fees and was told that these were valid early termination fees, in place of signing a new two year agreement for each line. Mr. [redacted] states that he was able to find his original service agreement for his service and this clearly shows a $0.00 amount in the termination fee field with the sales associate and his signature also showing. Mr. [redacted] requests that the $147.11 in question be credited back to his account so he can pay his final balance and in the process, he would like to make sure that he is not charged any late fees.
I can understand where Mr. [redacted] is coming from when seeing unexpected charges on his bill as well as any frustration or confusion this [redacted] have caused him. We would like to deeply apologize for any frustration or confusion this [redacted] have caused him. I would be [redacted] to review his account and find any information that [redacted] be helpful.
When Mr. [redacted] activated service on his account on June 20th, 2015, he agreed to a retail installment agreement for both lines ending with [redacted] When the line ending with -[redacted] was ported out and cancelled on June 29th, 2015, the remaining retail installment balance was billed onto the account. This amount of $302.50 for the remainder of the retail installment balance shows on the billed dated July 22nd, 2015 for the line -[redacted]. However, when the line -0880 was ported out on June 26th, 2015 the remainder of the retail installment balance of $161.00 was not billed. After reviewing the account, we show that on September 2nd, 2014 that an advanced exchange replacement phone was activated in the store and our system removed the retail installment charge in error. This is what caused the remaining balance of $161.00 for the phone on line -0880 to not be billed to him as it should have been. Therefore, Mr. [redacted] is responsible for the fees of $157.40 (which includes tax) in place of the remaining installment balance of $161.00 from the line -0880.
While we are extremely sympathetic to Mr. [redacted]' concern and requests, this account shows no merit towards the account for any additional credits. Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I am able to accept this resolution, please confirm what my final bill payment should be. I called the US Cellular Customer Service Department and the total they were able to give me was $496.87 which is the same amount as my final bill that included the early termination fees.
Final Business Response /* (4000, 9, 2015/08/07) */
August, 7th, 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
Good afternoon and thank you again for contacting U.S. Cellular in reference to the above account! I am in receipt of Mr. [redacted]' rebuttal complaint in which he states that before he accepts our resolution, he would like to know the final total balance to make his payment. He states that when he contacted our Customer Service department that he was given a total of $496.87 as his final total.
I can understand Mr. [redacted]' confusion when contacting us regarding his balance and expecting a specific total than what is given to him. We apologize for any confusion or frustration this [redacted] have caused him.
In our original response to Mr. [redacted]' complaint, I explained that after reviewing his account that his remaining balance for the phone on line -0880 was not billed to him for $161.00. Because of this, the prorated early termination fees, which total $157.40, will remain on his account in place of the phone cost that was not billed. The final total that our Customer Service associate recently gave Mr. [redacted]' again on August 5th, 2014 for $496.87 is the correct amount he is responsible for. This includes a past balance of $119.30 due from July 17th, 2015 and the new bill amount of $377.57 due on August 16th, 2015.
Mr. [redacted]' final bill amount of $377.57 includes all regular prorated credits, so with his past due balance of $119.30, this totals $496.87 showing. As we previously stated, this account merits no further credit to be applied.
I hope that this information brings more clarification for Mr. [redacted]' concern in his response back.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (2000, 11, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I now fully understand the charges. This will be paid in full.