Merchant Retail Credit Association

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.
Although you have some facts not right ($138 quoted was for 2 phones and a tablet.....adding another phone for my son would bring it to $190), I will accept this resolution.
Sincerely,
[redacted]

August 29, 2017   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:  Mr. [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. Mr. [redacted] called U.S. Cellular’s Business Customer Service about a discrepancy with his billing. We requested research to be done and Mr. [redacted] has not had a response regarding that research.   We have reviewed Mr. [redacted]’s concerns. While we understand his frustration, because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification 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 Team U.S. Cellular® Tell us why here...

October 22, 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]
Dear Revdex.com Customer Relations...

Advocate,
Thank you for contacting U.S. Cellular in reference to the above account, we are in receipt of Mr. [redacted]'s complaint, I understand that he is frustrated regarding confusion about his balance due and a collection notice he received.
I am sorry for the frustration Mr. [redacted] has experienced. I do show that a balance is due of $99.42, and that due to the period of time it went unpaid, it has been assigned to an outside collection agency. The following is a timeline of events and how the balance accrued:
On May 15th, 2015, a bill posted to Mr. [redacted]'s account for $100.43, with the balance due on June 2nd.
On June 14th, 2015, another bill posted to his account, for an additional $100.43, bringing his total balance to $200.86.
On June 16th, 2015, we received payment for Mr. [redacted] for $100.43 for the bill due on June 2nd. This reduced his balance to $100.43, with the remaining balance due on July 3rd.
On July 6th, Mr. [redacted]'s phone was moved from his personal account to another account as he described in his complaint. This resulted in a credit of $1.21 to his account, bringing his balance to $99.42.
We never received payment for that remaining balance, and on October 10th, 2015, more than 120 days after it was due, we assigned it to a collection agency for further action.
Now, I understand from Mr. [redacted]'s complaint that he states he was told on two different occasions in U.S. Cellular stores that he had no balance due. I do not have any idea why, when presented with a bill clearly showing he owed money, on multiple occasions, we would have told him nothing was due. However, I do not question what Mr. [redacted] states in his complaint, and I believe this to have been a clear error on our behalf, for which we completely apologize.
Regarding Mr. [redacted] calling in, while he is correct that he may not have administrative access to the new account his phone is under presently, he still retains full access to his cancelled account, and we could and would provide him with any and all information appropriate pertaining to that account.
Having provided all of those details, and taking into account the incorrect information provided to Mr. [redacted] on more than one occasion, I find it best based on Mr. [redacted]'s prior loyalty to us, his ongoing service under a different account, and his good faith attempts to previously resolve this issue, to clear the balance due on his account. I am very sorry this was not handled better previously. We have credited his account for the remaining balance and are removing it from the collection agency. He will receive a revised final statement from us showing his account is at a zero balance. We appreciate him bringing this to our attention and again, I am very sorry for how this was handled previously
If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at (888)944-9400. They are available to assist daily from 6:00 AM - 11:00 PM Central Time.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular

June 15, 2016 Revdex.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. My name is [redacted] and I look forward to assisting you and Mr. [redacted] today. In his complaint Mr. [redacted] states that U.S. Cellular has not provided him with a decent device. Mr. [redacted] states he was only provided a partial device and had to fight to get the complete device. Mr. [redacted] states he will not go without a device while his current device is being processed through the manufacturer’s warranty process, or he will seek legal assistance.  Mr. [redacted] has requested a replacement device that is an upgrade from the current device he purchased. In the complaint, Mr. [redacted] refers to U.S. Cellular’s Advanced Exchange program which provides customers with an expedited warranty replacement device.  Through the Advanced Exchanged program, a replacement device is immediately provided rather than requiring customers to send their devices directly to the manufacturer.  The Advanced Exchange program, which supplements the standard warranty repair process, enables the customer to avoid the potential of being without a device for several weeks.  As part of the Advanced Exchange process, customers are required to return to U.S. Cellular malfunctioning equipment for which replacement devices are requested.   The Advanced Exchange program is available only to U.S. Cellular customers who subscribe to a post-paid service plan.  Mr. [redacted] does not qualify to participate in the Advanced Exchange program because he does not subscribed to a post-paid service plan.  Rather, Mr. [redacted] subscribes to a prepaid service plan option for cellular number [redacted].  Nonetheless, Mr. [redacted] was provided with a replacement device through the Advanced Exchange program pursuant to his request and the associated $35.00 program fee was waived.  Specifically, on May 16, 2016 Mr. [redacted] was overnight shipped a replacement ** G4 smartphone which he received and activated on May 17, 2016.  Please note that the replacement shipment sent to Mr. [redacted] included only the transceiver and did not include a battery or battery door.  This was intentional and standard procedure for our Advanced Exchange program because customers are expected to use the battery and battery door from the malfunctioning device with the replacement transceiver.  Although Mr. [redacted] was explained this when his Advanced Exchange request was processed, on May 18, 2016 he was sent a second shipment which included a new battery and battery door for his ** G4 smartphone.  This was provided to Mr. [redacted] for no cost as a gesture of goodwill in response to his repeated requests even though he made no indication that there was an issue with his battery and/or battery door.  Please also note that the warranty offered by ** does not cover the wall charger and thus a new charger was not included with the Advanced Exchange replacement device.  However, in response to Mr. [redacted]’s repeated demands to be provided with a new wall charger at no cost one was provided to him as a gesture of goodwill and a third shipment was sent to him.  It is important to note that Mr. [redacted] contacts us by phone and/or visiting a store on a weekly basis regarding equipment issues.  In nearly all instances, including those that preceded the warranty replacement of Mr. [redacted]’s device mentioned above, our review and diagnosis of his reported issues have determined that his device is working as expected and not malfunctioning.  However, we have observed that Mr. [redacted] downloads large quantities of applications to his device which are causing it to perform poorly and be unresponsive at times.  For example, Mr. [redacted] recently visited a store on May 23, 2016 and complained that his replacement ** G4, which was activated just 6 days prior on May 17, 2016, was ¿not working¿ and was having the same problems that he complained of with the previous device.  Our inspection of Mr. [redacted]’s device found it to be functioning normally, but that the content downloaded by Mr. [redacted] to the device had consumed all of the available internal memory.  Furthermore, for some device functions such as placing/receiving calls and sending/receiving text messages, Mr. [redacted] had downloaded several conflicting third party applications to perform those tasks.  As a result, the device contained numerous applications which all were trying to complete a single task, such as placing a phone call, in addition to those native to the device and were conflicting with one another.  As an example, Mr. [redacted] had downloaded at least 3 third party dialer applications which caused the phone to freeze at times when attempting to place an outbound call.  We offered to assist Mr. [redacted] by removing several application downloads that were causing these type of issues, however he refused our assistance and abruptly left the store during our discussion with him. The problems with Mr. [redacted]’s prior device that was recently replaced were also caused by this issue.   In conclusion, U.S. Cellular maintains that it has been attentive to Mr. [redacted]’s concerns, but that he has not allowed us to fully assist him.  Mr. [redacted] will continue to have device issues unless he allows us to help him remove the numerous applications and downloads that are causing his device to perform poorly.  Although we are confident Mr. [redacted]’s device concerns can be resolved in this manner, Mr. [redacted] can elect to pursue an alternative resolution via the 1-year manufacturer warranty offered by ** which remains in effect through March 30, 2017.  However, U.S. Cellular will be unable to offer Mr. [redacted] the expedited Advanced Exchange process, or an upgraded device, and he will need to contact ** directly for all further warranty replacement and/or repair requests.   Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at [redacted].  Sincerely,  [redacted] R.Customer Resolution SupportU.S. Cellular®

Initial Business Response /* (1000, 10, 2015/04/28) */
April 28, 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 have received Mr. [redacted]'s complaint in which he states that in early March 2015 he attempted to start services with U.S. Cellular. At that time we were unable to do so due to not being able to activate his Verizon phones on our network. Mr. [redacted] states that he did not sign any paperwork or receive any phone from U.S. Cellular. On March 14, 2015 Mr. [redacted] received a bill from U.S. Cellular with charges for services and received another statement on April 24, 2015. On both occasions he called in to Customer Services and we told him that everything would be taken care of and the charges would be removed. Unfortunately, they were not removed from the account.
Ms.[redacted] I can certainly understand Mr. [redacted]'s frustration and concern of not having these charges corrected in a timely manner. No one wants to receive charges for services they do not have or are unable to use. I want to sincerely apologize for the length of time it has been for U.S. Cellular to resolve Mr. [redacted]'s concerns.
Ms.[redacted] while in review of Mr. [redacted]'s complaint and account I have seen that on April 24, 2015 all charges have been credited to the account. He will however receive a revised final statement showing that the account is at a zero balance and will receive his final statement after [redacted] 13, 2015. This statement will represent the final statement Mr. [redacted] will receive from us.
I sincerely apologize again for the frustration and delay it took to resolve Mr. [redacted] concerns. We always want to make sure we fix any issues our customer's experience during their time with us. We hope that in the future we can serve him as a cellphone provider.
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
Initial Consumer Rebuttal /* (2000, 12, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response based on written information that I have no pending charges and that I will receive final invoices.

October 23, 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: unknown
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Shawn [redacted]'s correspondence. In his complaint Mr. [redacted] states he purchased a plan that included unlimited data and that when he exceeded 5 Gigabytes of data, which he says was not disclosed, then his service was disconnected. He then moved his number to Verizon and was charged for an Early Termination Fee which has since gone to a third party collection agency.
As a resolution he would like us to remove the account from the collection agency and remove the fee of $51.00.
We have reviewed his complaint but in this complaint he does not provide an account number or the phone number that he used when he was at US Cellular. We cannot therefore access his specific account.
By way of general information we can affirm that we did not sell, nor advertise, an Unlimited Data plan in 2010 which is the year he mentions that he had service.
Please advise [redacted] to resubmit this complaint with his account number or the phone number he had when he was with US Cellular. We will be glad to discuss his account in a specific manner at that time. If he has documentation such as a contract or a US Cellular statement indicating that he had unlimited data we will be glad to review this documentation. He can attach this documentation in a response to this Revdex.com complaint if he prefers to do so. 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 Resolution Support
U.S. Cellular(r)

12/26/15 Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: 11012400 Customer’s Name: Ronald D. Edwards U.S. Cellular Account Number: 841051230 Thank you for contacting U.S. Cellular in...

reference to the above account. I am in receipt of Mr. Edwards’s complaint. I understand that Mr. Edwards is rejecting that a third line 4639 was added to the account in 2003. I understand Mr. Edwards would like reimbursement for the service charges for this line from the start date up to the cancellation of this line on 12/24/15. I can certainly understand the confusion surrounding this type of situation. I will be happy to provide some further information on the account. I do apologize for the confusion this has caused. In review of the account history, I am not showing this line was activated on the current account in 2003, I am showing the start-up order for this line under the current account was on 2/17/2011 on the current account. The line was activated with a Samsung Galaxy S4 device. I am showing that we were reached out to in store regarding the customer having more than one account open and wanted to have these account combined. During this interaction, the 3rd line was added to the account. Currently, I show no indication that this was an error on the part of U.S. Cellular®. It shows that all procedures were followed based on the request we received while the customer was in store. We are unable to provide any adjustments to the amounts billed on the account. These charges have been showing on the billing invoices that we have been sending Mr. Edwards continuously. U.S. Cellular® sends a monthly billing invoice that is receivable via mail or can be viewed online in our Customers’ My Account. It is the consumers’ responsibility to ensure that they are fully reviewing the billing statements for accuracy, and if there are any discrepancies pertaining to the charges, the customer needs to reach out to us immediately to address the situation. Even when a line shows no usage history, we cannot determine if the line is being utilized as an emergency device, backup device, or should not be active on the account without knowledge from the customer. I do apologize, but we cannot currently validate any adjustment requests towards Mr. Edwards’s account. Should Mr. Edwards have additional questions, he may contact our Customer Service Department at (888)944-9400. Sincerely, Chris H. Customer Resolution Support U.S. Cellular®

May 2, 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 Mr. [redacted]’s additional comments regarding his requests for resolution. In his response Mr. [redacted] makes several references to my rebuttal response which I will be happy to address. Mr. [redacted] states in his opening paragraph that he did not want a tablet or talk about a tablet during his wife’s visit to our retail location. While he was not present during the initial plan change, he did later contact the store to see if he could take advantage of that promotion to which we accommodated his request since he was now on a plan that offered that promotion. Mr. [redacted] did state in his initial email to me that he did want to take advantage of this promotion even though the transaction was done by him at a later date. As I stated in the previous rebuttal, this would not have been possible on his prior plan. Mr. [redacted] also states that he was informed by the retail location that his wife was not authorized on the account stating the discrepancies that were given. As stated previously, our records show that Mrs. [redacted] was authorized on the account dating back to 2013 which superseded any limited authorization Mr. [redacted] provided on April 11th.  Per our policy, users are either fully authorized or not authorized, we do not offer options for limited authorizations on consumer accounts. In addition, customers must sign a contract for the plan change to show confirmation of the customer’s acceptance which Mrs. [redacted] did on that date. In his most recent response Mr. [redacted] has now changed his requests from his original desired resolution. There is certainly one thing that Mr.[redacted] and we can both agree. Neither one of us wants to see Mr. [redacted] move to another provider. While we cannot agree to his desired list of resolutions, I would like to offer an alternate resolution. If Mr. [redacted] can locate a different provider that can provide the same service, features and benefits that he is enjoying on his current plan OR prior plan for less money, and can provide written proof to the store Manager, Mr. [redacted], for review, we will match that plan price so that Mr. [redacted] can continue to have the peace of mind of having access to the best network in the industry. I do hope this will help to show that we are interested in keeping Mr. [redacted]’s business and are willing to provide the best benefits at the least expensive price. Should Mr. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted] Sincerely, [redacted] H. Customer Resolution Support U.S. Cellular®

February 5, 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] U.S. Cellular Account Owner: [redacted]   Thank you for contacting U.S. Cellular in reference to the above account.  We are in receipt of Ms. [redacted] complaint in which she states she asked for data caps in September to prevent data overages and the caps were not added costing her nearly $1000 in overage.  Ms. [redacted] also states she requested to finance a new Samsung Galaxy S® 7 for a 30 month term and the phone was to be overnighted to her home.  The full price of the phone was charged to the account and the device was not overnighted.  Ms. [redacted] was instructed to return the phone to the store so that we could finance the device.  Once in the store she learned a down payment was required to finance the phone.  Ms. [redacted] has requested reimbursement for the data overage and an explanation regarding the down payment.    We would like to sincerely apologize for the frustration Ms. [redacted] has encountered.  We understand how important it is to be able to control expenses on the account and to avoid unwanted surprises, such as a down payment, when getting a new device.    Upon detailed review of Ms. [redacted] account, we were unable to locate any interactions during the month of September for this account.  We have been able to confirm that text messages have been sent and will continue to be sent to the device ending in -6790 each time 75% of the data plan, or additional tier of data, has been used along with messages confirming 100% of the data plan, or additional data tier, has been used.  Our records indicate we spoke with Mr. [redacted] on October 28, 2016 about upgrading a phone.  However, we need to have the account brought current before we would be able to place an order for a new device and there were not any changes at that time.  We again spoke with Mr. [redacted] on January 26, 2017 about changing to prepaid services but no changes were made.  On January 30, 217 we spoke with Ms. [redacted] about her bill and discussed the data usage controls.  A member of our Customer Service Team assisted Ms. [redacted] in changing to a larger plan with data usage controls to help meet her needs.    We are truly sorry that Ms. [redacted] did not contact us sooner about the data overages that have continued to occur monthly beyond September.  We are certainly eager to correct any misunderstandings that are brought to our attention within a reasonable amount of time.  Because of the multiple overage alerts and no documented contact regarding the bill or usage controls, we offered a $75 courtesy credit to offset some of the data overages that Ms. [redacted] accepted on January 30, 2017.    On January 31, 2017 we received an online request to order a Samsung Galaxy S7.  We incorrectly processed the order for a one-time charge of the full retail price of $672.00 instead of setting up the order for 30 monthly installments as Ms. [redacted] expected.  We are genuinely sorry for our error.  Once the order was placed there was not a way for us to stop the way the device charged or the shipping speed at which the device was to be delivered.  This is why Ms. [redacted] was directed to the store to receive a new phone that could correctly be set up on monthly installments.  Had we correctly placed the online order for monthly installments, we would have found that a down payment was needed for the device.  However, because of our error, we did not discover the down payment requirement until Ms. [redacted] visited our store.  Our down payment requirements are based on a number of factors including a customer’s credit rating, number of lines, plan costs, and account balances.  We typically review down payment requirements approximately every six months.  The [redacted] account will be reviewed again in April of 2017.  We apologize; we have no way to override down payment requirements.  We have waived the activation fee for the new phone given the situation Ms. [redacted] faced.  On February 1, 2017 we credited the $672.00 plus tax of $35.62 for the full one-time charge Ms. [redacted] was billed when we originally placed the order for her phone as a one-time payment option instead of 30 monthly installments.    Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at [redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

January 23rd, 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 rebuttal wherein she states that she is aware of her one year discount, and that she financed a device, however she states that she was told the financing charge would be balanced by a discount on her data.  She states that she was told that her plan would be $160.00 before taxes, and feels that we have lured her in only to raise our price.  Ms. [redacted] further states that we are offering 4 lines with data for $140.00 to new customers, and that this pricing should be made available to her. I regret that Ms. [redacted] is under the impression that we would attempt to coerce customers into signing up for plans or services which they do not want or cannot afford, and then change the pricing to make it difficult for them to pay.  This type of practice would not benefit our company or our customers in any way.  As previously stated, we informed Ms. [redacted] on December 16th, 2014, that her plan would be $140.00 per month before taxes and fees.  On November 6th, 2015, we advised Ms. [redacted] that her new plan would be $125.00 per month, before taxes and fees, and including her free connection promotion which would soon expire.  The retail installment payment on Ms. [redacted]’s line ending in [redacted] is $24.95, which is balanced by the $25.00 line discount she is receiving for her line.  The free connection promotion which Ms. [redacted] had on her line ending in [redacted] was a 12 month promotion, and we made every attempt to ensure that Ms. [redacted] was aware that it would expire, and that this would change the price of her plan. I understand that Ms. [redacted] does not wish to pay more than necessary for her service, however, our pricing is clear, and we have made Ms. [redacted] aware of the changes she will see on her statement each time she has made a change to her plan. At this time, we are not offering any promotion for new customers which is $140.00.  Our current promotion is a 6 gigabyte data package for $40.00, which is available to new and current customers.  This promotional price is currently $20.00 cheaper than the [redacted] plan of the same size.  If Ms. [redacted] would like to move to this plan, which is smaller than the current package she has, she may do so at any time during the promotion. 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

September 19, 2017 Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate[redacted] Chicago, IL...

60611                                     �...⇄ Re: Complaint Number: [redacted]Customer’s Name:  Unknown U.S. Cellular Account Number:  N/A Thank you for contacting U.S. Cellular in reference to the U.S. Cellular account.  We have received a complaint from an unknown party regarding Christopher Curtain’s account.  The complaint explains the issue that occurred with processing a check payment for the account as well the subsequent effects of the account being blocked placed on the account.  The complaint also explains that no contact was made regarding this matter.  The desired resolution is to have the block removed from the account as well as an adjustment applied for the inconvenience of time experienced. I can understand the frustration that may exist because it sounds as if this experience with us has been less than satisfactory.  Customer satisfaction is one of our main goals.  I regret that excellent customer service that we strive for was not experienced in this situation.  We have reviewed the concerns. I regret that after review that we found that the person that submitted the request did not provide their name.  Because of this we are not able to verify that this person has been authorized on this account by the account owner. Because we value the security of our customers’ information, we will require the Account Owner or and Authorized User contact U.S. Cellular. They may do this via the Revdex.com or by contacting our Customer Service Department directly at [redacted] from their U.S. Cellular phone. We apologize for any inconvenience this may cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter.  Sincerely, [redacted]Customer Service Support TeamU.S. Cellular®

February 25, 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]Account owner: [redacted]Thank you for contacting U.S. Cellular. We are in receipt of Mr. [redacted]’s fourth rebuttal in which he re-states that the sales person did not inform him he was signing a contract. He also restates that we care little for our customers and restates we are unwilling to compromise in this matter. He also states he did not read about our promotions on our website.Unfortunately, if the account owner and Mr. [redacted] feel as if they were not advised of a contract or retail installments it would be superseded by the final responsibility of Mr. [redacted] and the account owner to read what was provided to them prior to beginning service at our retail location. We do not offer to pay for early termination fees without the customer’s agreement to a 2 year commitment or installment plan. I regret that the account owner or Mr. [redacted] did not read the terms and conditions of what they were signing which explained fully their obligations including the two year agreement. As stated in our initial response, there is not a “no contract” option offered as part of our switcher promotion. We have discussed and addressed the obvious negative feelings of the account owner and Mr. [redacted] in the three most recent rebuttals. While we apologize for those feelings we also do not see any further need for future discussion as this matter has been fully addressed. We respectfully ask the Revdex.com to consider this matter closed. Sincerely,[redacted] H.Customer Resolution SupportU.S. Cellular® Tell us why here...

April 16, 2017Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate[redacted] [redacted] Chicago, IL 60611 Re: Complaint Number: [redacted]Customer’s Name: [redacted] [redacted]U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S. Cellular in reference to...

the above account. I am in receipt of Ms[redacted] complaint, wherein she expresses disappointment and concern regarding high bills, service interruptions, and lack of adequate explanations as to why her bills are so high.Ms. [redacted] would like for someone to call her, and explain her billing, and assist her in lowering the bill to something less costly for two cell phones.I empathize deeply with Ms[redacted] disappointment and concern, and I welcome the opportunity to address this situation for her.First, on behalf of U.S. Cellular, I would like to express my deepest regrets for the unfortunate circumstances resulting in the high bills and service interruptions. The high bills were primarily caused by missed or insufficient payments, data overage charges, late fees, and restoration fees. The restoration fees resulted from interruptions in service due to nonpayment.Ms[redacted] payments first started running behind after the bill dated 8/2/2016. At this time, the normal monthly bill was $177.98, plus taxes and fees. The due date for this bill was 8/27/2016, but payment was not made until 9/10/2016. Since then, payments have been behind by at least 1 billing cycle, and, on 2 occasions, by 2 billing cycles. The past due amounts carried over from bill to bill, resulting in at least 2 months’ worth of payments coming due on all subsequent bills since they first fell behind on 8/2/2016.The bill dated 11/2/2016 was higher than normal due to the $198.08 past due amount, and $30.00 in data overage charges caused by exceeding the 15 gigabyte (GB) data allowance on the plan at that time.The bills dated 1/2/2017, 2/2/2017, 3/2/2017, and 4/2/2017 each had large past due amounts, plus $50.00 each in restoration fees resulting from service interruptions due to nonpayment, and $5.00 each in late fees.The bill dated 1/2/2017 also had $75.00 in data overage charges, and the bill dated 2/2/2017 also had $90.00 in data overage charges. The data allowance was subsequently raised to 24 GB, which increased the normal bills by $10.00 per month. There have been no data overage charges for the last 2 bills.Service interruptions due to nonpayment occurred on 12/8/2016, 1/8/2017, 2/8/2017, 3/10/2017, 4/7/2017, and 4/15/2017. The restoration fees are $25.00 per line following each interruption. The restoration fees for the interruptions on 4/7/2017 and 4/15/2017 will appear on the next bill.In order to avoid the service interruptions and restoration fees, the payments need to be completely caught up, so that the account balance is zero, and then continue to be made by or before the due dates. Payment arrangements are a viable option when the full bill cannot be paid on time due to unusual financial circumstances, however, they must be kept in order to avoid the interruptions in service.Aside from the charges described above, there are no other unusual charges on Ms[redacted] bills. There are no billing discrepancies. If Ms. [redacted] would like any further clarification by phone, she should call our Customer Service Department. This response will be in the notes on the account.With regards to lowering costs, Ms. [redacted] will benefit greatly by switching to the Total Plan, which offer unlimited data. This will eliminate data overage charges and monthly access charges. It also eliminates device activation fees, which will save up to $40.00 each time a device is upgraded. There is no new contract requirement for switching to this plan.Without any data overage charges, late fees, restoration fees, or past due amounts, Ms[redacted] current monthly bills, including device financing and device protection, are $187.98, plus taxes and fees. For the same price, she can have unlimited data on both lines, plus all of the other advantages mentioned above. It is important to emphasize that the potential savings in data overage charges is immeasurable!Furthermore, Ms. [redacted] can save $10.00 per month by switching to paperless billing and autopay via her online account (My Account). This will mean not having to worry about late payments anymore, so no more late fees or restoration fees!On the recommended Total Plan, the line ending in [redacted] will have 22 GB of high speed data, followed by unlimited data at 2G speed, and the line ending in [redacted] will have 6 GB of high speed data, followed by unlimited data at 2G speed. To make this plan change, Ms. [redacted] can call Customer Service, visit one of our retail stores, or even do so online, via her My Account.It has been my pleasure to resolve this issue for Ms. [redacted]. Should Ms. [redacted] have additional questions or concerns, she may contact our Customer Service Department at [redacted]Sincerely,[redacted]Customer Service Support TeamU.S. Cellular®

August 10, 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]   Greetings:   Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]ebuttal, wherein he states that he received rebate cards that are usable only at U.S. Cellular stores (closed-loop cards), when he should have received cards that are usable anywhere (open-loop cards). Mr. [redacted] was told that he would have to reapply for the cards again, which would mean waiting months and months again.   I am very sorry that Mr. [redacted] is not satisfied with the closed-loop cards. Upon reviewing our promotions guide and consulting with our rebate partner, I have determined that the closed-loop cards are correct for this promotion. I apologize deeply for any misinformation. To make up for this, U.S. Cellular will apply a credit of $100.00 to Mr. [redacted] account, in addition to the closed-loop cards he has already received, pending his approval of this offer, which will remain in effect until 9/1/2016.   Once again, it has been my pleasure to address these issues for Mr. [redacted]. Should he have additional questions or concerns, Mr. [redacted] may contact our Customer Service Department at [redacted]   Sincerely,   [redacted] Customer Resolution Support U.S. Cellular®

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I will look at my invoice next month to see if the address shown has finally been updated, as US Cellular has informed me multiple times now that this has been fixed.  In other words, "seeing will be believing".
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:According to my records, [redacted] was my correct account number. In addition, the phone number connected to this account is [redacted].
Sincerely,
[redacted]

February 23, 2017Revdex.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: [redacted]Thank you for contacting U.S. Cellular in reference to...

the above account. I am in receipt of Ms. [redacted] complaint, wherein she states that she returned 2 signal boosters, but was only credited for 1, because the 2nd booster has not yet been received at our warehouse. Ms. [redacted] is requesting to have cost of the 2nd booster credited as well.I certainly understand Ms. [redacted] frustration with this situation, and I welcome the opportunity to address it for her.First, on behalf of U.S. Cellular, I would like to extend my deepest apologies for any inconvenience. It is apparent that Ms. [redacted] has exercised due diligence in following up on the return of the 2nd booster, to the extent that it was within her ability to do so. For that reason, and because Ms. [redacted] has been a loyal U.S. Cellular customer for many years, I have gladly credited the cost of the 2nd booster back to the account. The total credit, including taxes, was $369.24.It has been my pleasure to resolve this issue for Ms. [redacted]. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at [redacted].Sincerely,[redacted]Customer Service Support TeamU.S. Cellular®

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have home phone, 4 cell phones, and home internet, so as you can see they don't know what they are talking about. Cell phone number [redacted] is one cell numbers on the account. I would love to call y'all but again y'all never know from person to person and again don't have my account straight because they said it's only home phone no we have 4 cell phones home phone and internet.

(The consumer indicated he/she DID NOT accept the response from the business.)
First the associate I talked to was the store manager and that was 3 or 4 months ago. He told me he was requesting it and a copy would be sent to me. I checked back a month later and was told it could take a billing cycle so I waited. If the only information they have is from my September request the store manager was not truthful and never sent the request as he told me he would. I did not document every date of my communication as I thought they would address it for me and provide the documentation or credit me.
I also filed this complaint because even though I visited the store again and was told a second time that they would get me the contract in September as they state I still have not heard anything a month later. I have to question why they continue to not provide the contract stating I was told about a monthly fee. My contract that I showed to the store is about 6 pages and has no information about the tablet fees.
I would also question why I would have to pay $290 for a tablet they claim is valued at $270. I can also get a larger better tablet from Walmart for less than $290 and had I known there was a monthly fee I would not have taken the tablets.
I have tried to get a copy of the contract they state I signed and the store has twice stated they would get it. Now they want me to request it again...not very good customer service. I also would like to know how they determined that the documents I signed have the access charges on if as they state later they will "locate" my contract after I send in a request again.

3/8/2018   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]   Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.S. Cellular in reference to the above account.   We are in receipt of Mr. [redacted] rebuttal stating that the offers we made on the account were not on par with the amount of time needed to resolve the issue.   We certainly understand that Mr. [redacted] time is precious and we want to resolve this issue.   Mr. [redacted] ordered the device originally on 02/23/2018 as previously stated and experienced numerous issues in trying to receive the device. We contacted Mr. [redacted] on 3/1/2018 and at that time it was agreed upon by Mr. [redacted] to start the order anew with overnight shipping waived (normally $10), and that we would waive several payments towards the device. Tracking number per [redacted] for the device [redacted] shows that it was delivered the next day on 3/2/2018 at 10:00AM. We followed up and had to wait until the phone was activated on 03/5/2018 before we could make any adjustments.   Once the device was activated we waived 6 months worth of payments for said phone which is $11.60 a month on a 30 month installment agreement this took off a total of $69.60. We also credited back to Mr. [redacted] bill the sales tax amount required by his state for the phone for $19.14, and applied a courtesy credit of $25.00 towards the current billing statement. The bill printed previous to these credits being applied. The bill printed for $142.90, but with the adjustments we have made brought it to $98.76.   While we are in full agreement that there was an error on our end with the first order Mr. [redacted] had attempted and caused Mr. [redacted] frustration with the delay; Mr. [redacted] did not experience any interruptions to his service as we had a working device on the line, and because of this situation has received a total of $113.74 to compensate as well as the device with only 24 remaining payments instead of 30.   As Mr. [redacted] has received six months taken off his phone, credits for the sales tax and a courtesy credit we are considering this matter resolved and closed.   Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®