Merchant Retail Credit Association

Initial Business Response /* (1000, 10, 2015/06/30) */
June 30, 2015
Revdex.com of Chicago
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: Jeffery [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 the correspondence from Mr. [redacted] stating that in August 2014 the decision was made to leave U.S. Cellular. Mr. [redacted] states that this decision was made due to U.S. Cellular no longer provided cell service in Chicago where work is located. Mr. [redacted] says that a representative on the phone assured them that if the phones were turned in the Early Termination Fee would not be charged. Mr. [redacted] also says that they were advised that once the numbers were released that the account would automatically cancel and that only the remaining month of August would be owed. Mr. [redacted] goes on to say that a bill was received several months later with the amount nearing $700.00. Mr. [redacted] also says that all attempts to resolve the matter with U.S. Cellular have resulted in being told that they would be forced to pay the amount showing due. Mr. [redacted] continues by saying that the account has since been sent to collections which has also harmed the credit score. Mr. [redacted] has requested that the amount due be adjusted to what was originally was told would be owed.
I would like to first take a moment and apologize for any frustration Mr. [redacted] may have experienced while attempting to resolve this matter. I appreciate the opportunity Mr. [redacted] has given us to research his account and address this matter as well as provide additional information that may be helpful.
On August 25, 2014 Ms. [redacted] spoke to U.S. Cellular regarding canceling services. At this time the account was still under contract until December 2015. U.S. Cellular offered to waive the Early Termination Fees as long as the phones were returned in good working order. U.S. Cellular was advised that there was an intention to take the numbers to another provider. When the numbers are taken to another provider this automatically cancels the line that is taken. Our records show that on August 26, 2014 the phones and the Hotspot were returned to a local store. Due to the intention of the numbers being taken to another provider the lines were not canceled.
Our records show that on September 12, 2014 the lines ending in -[redacted] and -[redacted] were taken to another provider. It was at this time that these lines were canceled. On October 29, 2014, Mr. [redacted] had visited a store about canceling the remaining line for the Hotspot. It was found that this was to have been done when the device was returned in August and was not. For this a credit of $20.00 was applied to the account.
When the phones were returned in August there was a balance of $180.00 covering services through September 13, 2014. Due to the cell phone numbers being taken to another provider prior to the end of the contract the Early Termination Fees were automatically charged. These were charges of $95.69 with an additional $6.70 for taxes on the lines ending in -[redacted] and -[redacted]. Due to the phones were returned, I have adjusted these charges. There were also charges totaling $101.82 that were applied to the bill dated September 14, 2014 for services that were not used. There were additional remaining charges of $81.50 to be adjusted from the bill dated October 14, 2014 bill. After the credits for the Early Termination Fees and for services that were not used this has brought the total credit applied to $390.37. This has been updated with the collection agency as no payment was received for the August bill.
After reviewing Mr. [redacted]'s account I found that U.S. Cellular promised to waive the Early Termination Fees that had been charged. In addition the Hotspot was not canceled when the device was returned and the line was not taken to another carrier resulting in additional charges for services that were not being used. I have adjusted the Early Termination Fees and charges for the two months of services that were charged in our error. The updated amount has been sent to the collection agency. I encourage Mr. [redacted] to contact the collection agency with an updated amount that is owed.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. [redacted]'s business and again regret any inconvenience this situation may have caused. Should there be any additional questions regarding this correspondence, please have Mr. [redacted] contact our Customer Service Department at [redacted].
Sincerely,
Jenifer L.
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (2000, 12, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very grateful that finally US Cellular has responded to our complaints and taken positive action. We are more than happy to pay the adjusted amount rightfully due, and thank the Revdex.com for their assistance in resolving the matter. Although it is disappointing that the matter had to be taken so far, we are pleased with this final outcome.

December 15, 2015Revdex.com of
ChicagoAttention: Revdex.com Customer
Relations Advocate330
N Wabash Avenue Suite 2006 Chicago,
IL 60611Re: Complaint Number: [redacted]Customer’s Name: Erik
[redacted]U.S.
Cellular Account Number: [redacted]Thank you once again for
contacting U.S. Cellular in reference to the above account. I understand that
Mr. [redacted] has indicated that he did not accept the resolution provided during
my original response. I am sorry that Mr. [redacted] feels like the solution
provided was not adequate. I would be happy to further assist in finding an
acceptable solution. I understand that Mr. [redacted]
states he has already contacted our Rebate Team and feels like he was not
offered assistance; however I was unable to find any record of an interaction
between our Rebate Team and Mr. [redacted]. I called our Rebate Team again today
and the representative I spoke to confirmed that the last interaction regarding
Mr. [redacted]’s account they had any record of was my phone call from December 7th. The representative I spoke
with today confirmed that the Rebate Team has never received a submission for
the Contract Payoff Promotion from Mr. [redacted]. He also verified that Mr. [redacted]
may still submit his information for the Contract Payoff Promotion through our
Rebate Team, even though the time frame for the promotion has now passed and
the submission would be denied due to this. Before I would be able to escalate
and override the denial of the promotion, Mr. [redacted] must first submit the
information for the promotion. Since US Cellular is not
currently offering the Contract Payoff Promotion, Mr. [redacted] will need to speak
with our Rebate Team directly in order to submit his information. Mr. [redacted]
can reach our Rebate Team by dialing 1-800-979-8447. They are open from
7:00am-7:00pm Monday-Friday CST. After he has submitted his information or if
Mr. [redacted] experiences any trouble when speaking with our Rebate Team, Mr.
[redacted] should contact Customer Service. He can reach Customer Service either by
dialing 611 from his US Cellular phone, by dialing our toll free number
1-888-944-9400 from any phone or he can also send us an e-mail by visiting our
website and selecting the Contact Us option.If Mr. [redacted] refuses to
contact our Rebate Team, and would prefer to receive a credit for this issue,
we can apply a credit however we cannot apply a credit for the full amount Mr.
[redacted] claims he would have qualified for under the Contract Payoff Promotion. I
could apply a credit of $300 to Mr. [redacted]’s account if he would prefer to
receive a credit as opposed to a reimbursement. If Mr. [redacted] would prefer to
be reimbursed for the amount he claims to have qualified for he must contact
our Rebate Team and submit his information. Once again, I truly apologize
for the inconvenience. I hope I have succeeded in explaining the options
available to Mr. [redacted]. Should Mr. [redacted] have any additional questions or
concerns, he may contact our Customer Service Department for further
assistance. Sincerely,Augusta W.Customer Resolution SupportU.S. Cellular®

Initial Business Response /* (1000, 10, 2015/09/08) */
September 8, 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 Name: [redacted]
U.S. Cellular Account...

Number: XXXXXXXXX
Dear Revdex.com Customer Relations Advocate:
Thank you for contacting us once again regarding Mr. [redacted]' account and complaint with the Revdex.com. On August 24, we sent the following response to Mr. [redacted]' original complaint received by U.S. Cellular that same date. The original complaint number was XXXXXXXX.
[redacted]
Customer Resolution Support
U.S. Cellular
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]' complaint. I understand he is frustrated regarding confusion around his ability to upgrade and his contract status. I look forward to resolving this complaint.
As Mr. [redacted] states, he started service with us on August 23rd, 2013, and at that time agreed to a two-year contract. He is correct in stating that we did not offer Shared Data plans at that time; however any conversations regarding them were purely speculation. No one was in a position to make a definitive declaration regarding any requirements the plan [redacted] or [redacted] not have, if offered, in the future.
We then did begin to offer these types of plans on October 13th, 2013, and switching to that type of plan did and does require a two-year contract extension. Mr. [redacted] switched to this type of plan on December 16th, 2014.
However, having said that, it was clear from the review we conducted in response to Mr. [redacted]' contact with us on August 5th, 2015, that proper procedure was not followed in securing agreement to the two-year extension the plan required, and as a result we decided to waive the contract on both of Mr. [redacted]' lines. This information was provided verbally to Mr. [redacted] on August 11th, 2015, but we do not send out written letters confirming such matters. I do apologize for any confusion as to one line's contract being waived vs. the other; both were covered by our review and our decision. As a result, Mr. [redacted]' contract is over with us as of August 23rd, 2015, on both lines, and both lines are eligible to upgrade and sign new contracts as Mr. [redacted] requested.
I would like to note that when we tried to clarify the distinction between upgrade eligibility dates and contract dates (which are often different), we were not trying to sidetrack Mr. [redacted] - only to clarify a specific difference which was extremely relevant to his dispute. I hope that the above information is helpful and that Mr. [redacted] will now consider this matter resolved.
If Mr. [redacted] has any further questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. They are available to assist daily from 6:00 AM - 11:00 PM Central Time.
Thank you once again for your time.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (2000, 12, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from US Cellular. I would like to thank them for honoring my original contract and releasing me from a contract that I never agreed to, or even knew about. Regardless, I will still consider US Cellular for my cell phone needs.
I would like to note that I fully understood the difference between an upgrade eligibility date and a contract date. Any "confusion" I [redacted] have had was a direct result of customer support consistently misdirecting the conversation away from my issue to my upgrade eligibility. I never once asked for or about an upgrade.

November 25, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL 60611...

                                        Re: Complaint Number: # [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]   Thank you for contacting U.S. Cellular® in reference to the above account. We are in receipt of Ms. [redacted] complaint regarding her account and past billing including data usage. I understand Ms. [redacted] concern over the charges incurred due to her data overages as well as her regular monthly charges.   In reviewing Ms. [redacted] account I am disappointed that she has contacted the Revdex.com to list a complaint regarding her service. In the past year we have no record of Ms. [redacted] calling to inquire about her bill, related charges, price plan or to make payment arrangements which we offer as a courtesy to our customers. We have one email on file which she wrote in October of this year requesting a payment arrangement. We responded by email notifying her that payment arrangements can only be made by calling our Financial Services Department and listed the number for her. We have no record that she made any arrangements. Her account has been suspended four times in the last 12 months resulting in restore fees incurred each time. Her account was suspended on October 22 for non-payment and subsequently cancelled on November 21st for the same reason.   I am sorry that Ms. [redacted] feels as though we have not worked with her to restore service, however, again we have no record of our financial department speaking with her. I would highly encourage Ms. [redacted] to reach out to our Financial Services Department at [redacted] to avoid a further collection path.   Should Ms. [redacted] have additional questions, she 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], and find that this resolution is satisfactory to me.
Sincerely,
S[redacted]

February 8, 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] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.S. Cellular in reference to the above account. I have received [redacted]’s complaint pertaining to the data usage of their connected device. I certainly can understand why [redacted] would question usage of the magnitude described especially if the date reflected does not match their usage counter. I can definitely see how this situation could have caused some frustration and the need for explanation. I will be happy to review the complaint as well as the account to see if we can determine what may have caused [redacted] to feel such a way in hopes of reaching some type of resolution to this situation. First of all, the usage counter on the connected device and our internal system log which reports the usage on the accounts can vary as much as 24 to 72 hours. This is why many times the alerts we send do not include the most recent data used. In [redacted]’s case it is possible that a download occurred in the background, such as a system update for example, that would have caused a higher than normal usage on our account log. This usage should have also shown up on the modem’s counter as well although maybe not on the same date due to the delay in reporting as mentioned above. [redacted] is correct in reporting that they contacted our Customer Service Department regarding this issue on more than one occasion. I do see that we tried to assist with making sure the date for the counter on the modem coincided with our bill cycle date but was unsuccessful. We also recommended taking the modem and the laptop to the retail location to have that date checked. It is very important that the counter log on the modem match the bill cycle dates to insure accurate reporting. For that reason, I would ask [redacted] to please do this at the earliest convenience. Once it is determined that the dates of the modem log and our bill cycle match, we may need to perform further troubleshooting steps through our Technical Support Department. We do have a feature that can be provided to the account for $2.99 per month in which a cap limit can be set for each device on the account. While this does not guarantee that overage would not occur, it would cap the device from using more data once the limit has been reached. In an effort to provide some resolution in this matter, we will agree to credit any overage incurred on this current bill cycle as a result of the dispute from [redacted] and apologize for any inconvenience and frustration this has caused. Should [redacted] see any charges for overage on the next bill, I would as [redacted] to call our Customer Service Department at the number listed below to receive credit. [redacted] requested the possibility of providing data billing detail in the future. Currently we do not have the ability to provide such detail for our billing. However, this may be something that we can look into for the future. I immensely appreciate the time that [redacted] has invested into this matter up to this point. Should [redacted] have additional questions or should need immediate assistance, please contact our Customer Service Department at ([redacted]. Sincerely, [redacted] H. Customer Resolution Support U.S. Cellular

October 16, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 94574597
Customer's Name: Terri [redacted]
U.S. Cellular Account Number: 851124557
Thank you for contacting U.S....

Cellular in reference to the above account number. We are in receipt of Ms. [redacted]'s correspondence concerning the release of her numbers. I do apologize for the delay in our response and I welcome the opportunity to address his concerns.
I am sorry to hear of the dissatisfaction that Ms. [redacted] has experienced with our service and her recent transgressions in trying to move her service. I do see where she partner with our Solutions Consultants team on October 14th, 2015 to close the account and pay any necessary charges to allow us open her number to be ported to another provider and to unlock her phones. At this time the request was submitted to have her devices unlocked which is a process that can take up to 48 hours to complete. We spoke with Matthew Ward, an authorized party for account, and Ms. [redacted] several times the following day advising them as the time frame needed to unlock their devices. This is a process that can take some time for the iPhones(r) on the account and is not an immediate process. As of approximately 8:45am this morning (October 16, 2015) the account was noted from our Direct Fulfillment Team that the process is nearly finished and rebooting the devices should complete the process.
If at any time Ms. [redacted] has any additional questions or concerns, we hope she does not hesitate to contact the Customer Service Team with U.S. Cellular(r) by dialing 888-944-9400 from any land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you.
Sincerely,
Thom D.
Customer Resolution Support
U.S. Cellular(r)

December 15, 2015   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]’ complain in which she states that she has submitted a friend of hers for U.S. Cellular’s Refer a Friend rebate in September 2017. She referred another friend to U.S. Cellular to receive the Refer a Friend rebate. Ms. [redacted]’ states that she has received the rebate cards for the second friend she referred, but has not receive the first set of cards for the first friend she referred in September. I certainly understand her frustration and I will be happy to address those.   After reviewing the account and rebate information I do see that only one set of cards have been provided. In order for the Refer a Friend to complete properly Ms. [redacted]’ must have submitted her friend’s information before her friend signs up, otherwise the process would be done incorrectly and she would not receive the rebate cards. Unfortunately, without Ms. [redacted]’ going directly through the rebate center there is only one option I have.   I am able to apply the amount of the rebates in the form of an account credit to Ms[redacted] account. However, the friend she referred will have to call in to see if the same thing can be done for their account. Since we would need to speak to Ms. [redacted]’ friend to assist her, I cannot do the same thing for her friend. If Ms. [redacted]’ will respond to this rebuttal I will be happy to complete this offer.   Should Ms. [redacted]’ have additional questions, she may contact our Customer Service Department at ([redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

Complaint: [redacted]
I am rejecting this response because:This is untrue! My calls were due to customer service not honoring the quoted price that  we agreed to, not to the time of changes being too close to a new bill being printed. The next month I called again and that customer service rep took off my loyalty discount, changed my plan and raised the bill even more. My problem is with being told that I can add and remove phones as needed with this plan as long as I stay on a shared plan. It was already agreed between the customer service rep and me that the person that quoted my plan in the first place was in error. If she quoted the wrong cost for the plan, the other details of the plan were most likely wrong also. I am asking for this early termination fee to be reversed because I was told I could add and remove phones to my plan not because of the billing errors and hours of my wasted time trying to fix those errors. I can't believe this is how someone that has maintained service with you for 13 years is rewarded.
Sincerely,
[redacted]

December 17, 2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted]Customer’s Name:  [redacted] U.S.
Cellular Account Number:  [redacted]Account Holder: [redacted]Thank you for...

contacting U.S.
Cellular in reference to the above account. 
I am in receipt of Ms[redacted] complaint stating that she has had
multiple issues with our company. The first problem she stated she is having is
with her cellular service in her area. She states she has been told by a chat
representative that she is in a good coverage area but in the store they
advised her that she was in a dead zone. The second issue she is having is with
the data overages on the account. The final problem she stated she is having is
with her services being suspended and restore and having the fees charges to
the account. The desired resolution she is seeking is for us to release her
from her contract and a refund for the restore fees. I can understand how each of
the situations would be very frustrating for Ms. [redacted] to deal with. I know
that having accurate information is very important to all of our customers. I
will be more than happy to review the account and provide more information. Our documents show that the
account has been active since June 5, 2015 and based off our coverage map she
is in our best coverage area and she should be getting great service in her
area. I did review the account and I don’t see that since she has started
service with us that she has contacted us to inform us of any issues with the
service beside when she sent us an email on October 15, 2015. During that
interaction we advised Ms. [redacted] that she would need to contact our Technical
Support Department to so we could troubleshoot with her since she hadn’t in the
past.Upon review of the account it
does show that four out of seven bills have had data overages on it. It shows
that as of June 29, 2015 the data plan was changed from an eight gigabyte data
plan to a 10 gigabyte data plan. Prior to the change there were data overages
on the account. The first set of overages showed on the July 8, 2015 bill. It
shows over the past few months the line that has had the majority of the
overages on the bills that have had overages came from the -[redacted] line. There
was one month where the [redacted] line used the majority of the data. It shows the -[redacted]
line has an iPhone 6 plus and the [redacted] has a Moto X on it. Ms. [redacted] sent in
an email on October 15, 2015 where she stated both lines were always on Wi-Fi
and shouldn’t be using that much data. In the email response we
advised Ms. [redacted] on different settings in each of the phones that could be
utilized to help manage the data on each of the device. We advised that with
the iPhone if they had the most up to date version of software that Apple had
now added a feature called Wi-Fi assist. With the feature if it is turned on
and if the customer is connected to Wi-Fi if the Wi-Fi signal gets weak then it
will automatically revert back to the cellular data which could result in
higher amounts of data being used. We also advised in the settings of the Moto
X that there was a data usage tool that would tell her what applications are
pulling the majority of the data and if they got that set they could make the
appropriate changes to the usage. Whether it is restricting the background data
or making changes in the application itself. We didn’t find any errors in the
usage that came from each device. The usage is valid. There were also multiple
alerts that came out regarding the data as well. Only on one occasion did we
receive any contact about the data overages. We advised there was nothing wrong
and advised to either contact our Technical Support Department or visit the
local store to see if it was an issue with the device. Unfortunately, I am not
sure if any point in time when Ms. [redacted] was in store if that was brought up so
we could connect the device to the diagnostic tool to see if it was an issue
with the phone or not and again there is no record of her reaching out to our
Technical Support Department as well. In regards to the restore
from suspension fees that were applied to the account because the account got
suspended on December 14, 2015 and restored on December 15, 2015 we made
multiple attempts to prevent this from happening. She reached out to us
November 13, 2015 to question the past due balance on the account. We discussed
that with her and she wanted to know about options to change the data plan to a
higher package. The package was changed same day but there was no contact with
our Financial Services Department to set up any payment arrangements. Ms. [redacted] chatted back in
with us on December 4, 2015 and we advised her of the past due balance. At that
time we informed her that it would be best for her to contact our Financial
Services Department to avoid interruption in her service. We also informed her
that the last attempt prior to that day that Financial Service tried to contact
her was on November 13, 2015 as a courtesy so we could see if she could make a
payment then of if she needed payment arrangements. We understand Ms. [redacted]’s
concerns with not answering unknown numbers, but the call from our Financial
Services Department would have come from [redacted]. It shows that as of
December 14, 2015 our Financial Services Department made another attempt to
reach out to Ms. [redacted]. We would first make an attempt to the main number on
the account and if we do not reach the customer then we will reach out to any
other lines on the account. On December 15, 2015 she
chatted back in with our web chat team and was disputing the restore from
suspend fees. We advised Ms. [redacted] that we advised her to reach out to Financial
Services to set up payment arrangements not to go into the store, as the store
cannot establish or guarantee service when the account is past due. Our web
chat associated informed Ms. [redacted] that the charges would be valid and we would
not be able to waive the fees as we had given her multiple options on how to
prevent this from happening. She then took to our Social Media page and they
offered to waive the restore from suspend fees on the account once they were
billed. Since this was promised to Ms. [redacted] and the charges were pending on
the account I have taken care of the charges today. Therefore, she will not see
the charges on the next month’s bill. We have reviewed Ms. [redacted]’s complaint and we have
provided her with all the detail on how to prevent the account from being
suspend, how to prevent the data overages, and how to get better signal. Unfortunately,
Ms. [redacted] has not reached out to our Technical Support Department when she was
advised and she also didn’t reach out to Financial Services Department either. We
have provided Ms. [redacted] with multiple options on how to resolve the problems
she has been having; however, Ms. [redacted] has not taken the appropriate steps to
gain her desired resolution. However, we have agreed to waive the restore from
suspend fees which has taken place today. As far as being let out of the
agreement with us Ms. [redacted] would have to pay off both phones before she would
be released from the agreement.Should Ms. [redacted] have additional questions, they may
contact our Customer Service Department at ([redacted].Sincerely,[redacted]Customer Resolution SupportU.S. Cellular

July 6, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611                                         Re: Complaint Number: 12234915 Customer’s Name: Scott Chilafoe U.S. Cellular Account Number: 851368604   Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. Chilafoe’s rebuttal in which he states we have successfully resolved the issue with his online account, however the service issues he has experienced have not yet been resolved. Mr. Chilafoe also stated we have opened a ticket to further research these issues.  I am glad to hear that Mr. Chilafoe is now able to access his online account; however I understand his frustration regarding the service issue on his account.   We understand the service issues Mr. Chilafoe is experiencing are of great concern to him and we are taking all steps possible to resolve the issue. I also understand Mr. Chilafoe’s concern about paying for services he may not always to be able to fully enjoy.  While based on the usage I see on the phone lines in question I can see both lines have been able to use a significant portion of their data allotment, I have applied a one time credit to Mr. Chilafoe’s account in the amount of $50.  I am happy to extend this gesture of goodwill as Mr. Chilafoe allows us time to find a resolution for the issues he is experiencing.   Should Mr. Chilafoe have additional questions, he may contact our Customer Service Department at (888)944-9400.     Sincerely,     Diana P. Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 5, 2015/06/08) */
June 8, 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. We are in receipt of
Mr. [redacted] correspondence in regards to his contract and data issues. Mr. [redacted] states that U.S. Cellular changed the service agreement that was signed back in December of 2012. Mr. [redacted] also states that his data package was changed without his knowledge causing him to experience slowness when trying to use the service.
U.S Cellular understands how important data plans and connection speeds are to our customers. It is never our intention to make our customers feel as if we are not owning up to our service agreements, or making changes without advising our customer first. We apologize for any inconvenience this issue [redacted] have caused Mr. [redacted]. I appreciate the opportunity to review Mr. [redacted]'s account and help in any way I can.
Upon review of Mr. [redacted]'s account I see that he data plan was changed on April 10, 2015.
Mr. [redacted] agreed to have the promotion plan for 24 months when he signed his contract in December 2012, as stated in the terms and conditions of Mr. [redacted]'s agreement. The promotion for the unlimited data plan ended March 30, 2015. Mr. [redacted] was able to keep the unlimited data plan for an additional 4 months after his agreement had been reached. We have sent letters to all customers who are on unlimited data plans advising that these changes would be made to their account effective March 31, 2015.
We ask that Mr. [redacted] understands that we have honored our end of the service agreement for the full 24 months. Mr. [redacted] still has unlimited data, it now is throttled once a certain amount of data is reached.
We have reviewed Mr. [redacted]'s complaint. While we understand that Mr. [redacted] would like his old plan back and not have his data throttled, we are unable to do so as this was a promotional plan for 24months. 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 /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the response from US Cellular for the following reasons:
The 24-month period that Ms. [redacted] (US Cellular Customer Resolution Support) is the initial term in which if customer is to terminate such contract the customer will have to pay an "early termination fee." As I have stated in my complaint, I have been with US Cellular for at least 19 years and this is the first time where our service agreement were changed without our knowledge. Previously, the contract of service agreement remained the same after the initial term unless we (the customer) seek new contract.
The letter in which supposedly sent to all customers who are on unlimited data plans advising them of the changeswe never received a letter advising us of any changed.
We have a copy our contract and the US Cellular Plans when we signed the service agreement in 2012. None of these materials indicate any notice about different types of speed for internet connect. To throttle our internet service that we cannot perform basic function such as checking email is malicious and not right
Final Business Response /* (4000, 13, 2015/07/31) */
July 30, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s rebuttal to our response, and I am more than [redacted] to address his concerns.
I regret the delay of this response, I can see that a reply was composed on June 22, 2015, but unfortunately it was not submitted through the website. I truly appreciate the customer's patience with us.
In his rebuttal, Mr. [redacted] states that the purpose of a service agreement is to charge a termination fee if the lines are cancelled before the commitment is complete, and has no association with his price plan. At this time, Mr. [redacted]'s price plan has not changed, as we do not require this once a contract has ended. However, the unlimited data was an additional feature and a promotion that lasted for 24 months. The two year commitment was simply a requirement in order to qualify for the promotion. To clarify, the unlimited data feature was not removed when the commitment ended in December of 2014 because the commitment had no effect on this feature. The feature was removed in April of 2015 because it was a promotion only valid for 24 months. I sincerely apologize if this was not communicated clearly when Mr. [redacted] originally elected the promotional data feature in December of 2012. Letters were sent to the billing address of all customers who currently had the promotional feature, and I regret that Mr. [redacted] did not receive the notice, which caused the change to be a surprise to him. I want to assure Mr. [redacted] that we value his loyalty, and I am saddened that recent events have left him dissatisfied, as this was never our intention.
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

December 29, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL...

60611                                     �...⇄ Re: Complaint Number: [redacted]Customer’s Name: Lanette [redacted]U.S. Cellular Account Number: [redacted]Thank you for contacting U.S. Cellular in reference to the above account.  I am in receipt of Ms. [redacted]’ complaint regarding her account with U.S. Cellular.  Ms. [redacted] states that her account has not been correct for the past two and one half years and that she has had to call in every month to get her issues corrected.  She also noted that she has received multiple credits applied to her account due to the issues she has experienced.  Ms. [redacted] mentioned that she was informed that the issues have been corrected and she is concerned that they are not.  Her complaint states that she has two phones on payment plans and that U.S. Cellular informed her that in order to cancel her account she would be required to pay off the remaining amount for the phones in a lump sum or wait until the phones were paid off via her monthly statement.  Ms. [redacted] is requesting credits every month for the remainder of her contract time and also have her account brought current or she is requesting to cancel her account with no fees as she feels she cannot trust that her issues have been resolved.  Ms. [redacted] feels that she should receive credits for her time in dealing with the issues that she has been experiencing. I regret to hear that Ms. [redacted] has experienced such frustration in dealing with her account with U.S. Cellular.  It is never our intention to cause any undue stress for our customers.  Ms. [redacted] has been a valued member of our U.S. Cellular family for more than 4 years and I hate to hear that she feels that we have not treated her fairly.  I would be pleased to review Ms. [redacted] account and provide information that I hope she finds helpful.Upon review of the account, I found that Ms. [redacted] has been with U.S. Cellular since December 2, 2011.  She currently has five active lines on her account.  The most recent two lines were just added in August of this year, 2015.Ms. [redacted] states that there are too many individual issues that she was not able to list them all.  In Ms. [redacted] complaint, she stated that she has received multiple credits for the issues that she has experienced.  Upon review of the account, I show that in the last two years, Ms. [redacted] has received over $1,600.00 in credits to her account.  If a customer has experienced a billing error, U.S. Cellular will make any and all appropriated credits to correct the error.  Ms. [redacted] has received all the appropriate credits for the issues regarding her account.  Most recently, U.S. Cellular waived Ms. [redacted] entire bill amount of $470.65.  In addition, a payment of $156.45 was received on August 14, 2015 and a payment of $43.36 on November 18.  Our records indicate that no payments were received in September, October, or December.  Currently, Ms. [redacted]’ account past due in the amount of $709.43.  I do show that she has a payment arrangement with our Financial Services Department for the full past due amount to be paid by December 30, 2015 or the account will be suspended for non-payment.Ms. [redacted] is requesting credits every month for the remainder of her contract time and also wanting her account brought current or she is requesting to cancel her account with no fees as she feels she cannot trust that her issues have been resolved.  Ms. [redacted] feels that she should receive credits for her time in dealing with the issues that she has been experiencing.  As noted above, Ms. [redacted] has received the appropriate credits for the issues that she had experienced.  At this time, I am unable to apply any further credits to Ms. [redacted] account.Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at (888)944-9400.Sincerely,Mary H.Customer Resolution SupportU.S. Cellular®

Initial Business Response /* (1000, 10, 2015/10/20) */
October 16, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: 94574501
Customer's Name: Ellen Louise [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 stating that she took a trip over to Europe and prior to going she went into a U.S. Cellular(r) location. While at the store she was told that her Android phone wouldn't work in Europe so she purchased and iPhone and was told to activate when she got to her destination. She states that while she was there she was not able to use the phone and now she is getting charged with a $1300.00 bill. The resolution she is seeking is for us to credit the data charges from being over in Europe.
I would first like to apologize to Ms. [redacted] on behalf of U.S. Cellular for the trouble she is experiencing. I can certainly understand her concern with having a higher bill than she is normally used to. I know that now days every penny counts. I will be happy to review the account in further detail.
Upon review of the account our documentations shows that on June 29, 2015 Ms. [redacted] called us to see if her phone would work internationally. We informed her that the phone she had was not a world phone so she would have to get a world phone for her to have service while travelling. On July 7, 2015 I see that we added on an international plan and changed the phone to an iPhone 5c. I also see that the sim card number was change and the sim card type was also changed. The sim card is the primary component that would determine if the phone would or wouldn't work internationally in our system. Therefore, the correct sim card was placed in the phone at the time the international package was added; otherwise, our system wouldn't have allowed us to add on the package on to her account.
On July 22, 2015 the service were suspended due to excessive data usage being used in Turkey. On August 4, 2015 we received a call from Ms. [redacted] stating she was unable to use her phone in France. We explained why and the charges and restored the service and removed the international package off of the account. As of August 17, 2015 the store manager called in and we advised that the phone Ms. [redacted] had was a world capable phone and per the system it appear that the sim was not showing the correct type and a case was created for us to investigate the data usage on the account. On September 29, 2015 we began to research the usage and we had to submit the information for further review. As of October 8, 2015 it showed that we received more information back regarding the usage and it was determined to be valid usage. There were no errors at all. All usage was associated was serial number of the phone and the high amount of data charges was due to video and music streaming. On the international plan the data is billed at $10.00 per megabyte used and it shows that 124.157 megabytes were reported back to us based off of Ms. [redacted]'s location.
If she was unable to use the phone while out of the country she would not have been able to send any kind of text messages from her device. However, upon review of the bill it shows that text messages were sent out to numbers that were previously texted before she left the country. It shows that later in the day on October 8, 2015 Ms. [redacted] took the phone into store and the store agent called in and stated the phone did not have the correct sim card in the phone when she went out of country and was considering cancelling the service over the issue. Once they spoke with our Solutions Consultant Department they advised that an additional follow up was set on the account for the following day and no action was taken to cancel the account at that time. On October 9, 2015 we attempted to reach out to the store and the agent was helping Ms. [redacted] at the time and requested for them to email us regarding the data usage and we never received any communication from the store.
As of October 12, 2015 Ms. [redacted] called in regarding the charges on the account and we offered to contact the store to verify the information and give her a call back and at that time she stated she would be filing this complaint. On October 14, 2015 Ms. [redacted] called back in and we went over the usage in Turkey. We offered to credit $310.40 of the charges and Ms. [redacted] declined. At this time the account is currently suspended for non-payment. In order to get the services restored the balance of $1428.46 is due.
We have reviewed Ms. [redacted]'s complaint and we determined that the usage was valid and coming directly from her device. At this time we will not be able to apply any credits to the account and no further credit offers stand. All charges are valid and the service was used while out of the country. Unfortunately, when a request is made to research data usage we do not get information regarding the IP address when we submit the request for further research. The purpose of us researching the matter is generally to tell what was used that contributed to high amounts of data usage and that is exactly what we did. If Ms. [redacted] would like to see about setting up payment arrangements to restore the service I would recommend that she contact our Financial Services Department at (888) 944-9400. They are available Monday-Friday 6am to 10pm and Saturday 8am to 7pm, Central Standard Time. She will also receive a letter in the mail from us based off of the previous case stating this same information.
Should Ms. [redacted] have additional questions, he/she may contact our Customer Service Department at (888)944-9400.

Sincerely,
Kimberly C.
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*Because she was able to text before leaving the country she would of been able to use it internationally. This is not an accurate statement. When I bought the IPhone from Rick at US Cellular in Gardiner he advised me and gave me written directions to follow as he called US Cellular for these directions on how to operate the IPhone internationally. They told me what to do to turn it on once I reached my destination to switch it to an international phone. so while I was here in the states it was not international phone yet. That once I reached my destination in Paris I was to follow the directions to turn the phone on and then wait to receive three messages from US Cellular telling me the phone was on. I never received the three text messages from US Cellular telling me the phone was on. Second if I was going to sit in an Airport in Turkey and listen to music and video's or what have you. Don't you think I would want to call home after being away for a week, first time away from home... no familiar voices... scary. you think? just a little??? This is all so crazy.. Even at home on my own computer I barely listen to music and videos.. Check it out.. if you like.. My phone record should speak for it self. I have been scammed by my own cell phone company. Apparently I was a hot spot for somebody at the Turkish airport without being aware of it. If you can figure out what was watched you should be able to figure out what IP address watched.. Because it as not my phone.
Thank you
Final Business Response /* (4000, 14, 2015/10/22) */
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: 94574501
Customer's Name: Ellen Louise [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 rebuttal stating that she followed the instructions given to her by Rick to not turn the phone on before she got to her destination. She does not agree with my statement of "If she was unable to use the phone while out of the country she would not have been able to send any kind of text messages from her device. However, upon review of the bill it shows that text messages were sent out to numbers that were previously texted before she left the country". She stated that if we were able to tell her what was watched then we should be able to tell her the IP address. She is still seeking that we credit the account and get her account back active.
I understand that being out of country must have been a scary experience for Ms. [redacted] and we certainly don't want this to cause any hardship on her. I will be more than happy to address her concerns today.
Ms. [redacted] stating she didn't turn the phone until she to her destination, which that may be true since the iPhone was something new for her. However, the text messages that showed on the bill were from someone that she knew. On the bill it shows three text messages on the bill while she was in Turkey and that would have been right before the service got suspend for excessive data usage. Out of the text messages that were on the bill if we review her text messages before she got the iPhone or even before she left the States then we will find that two of the messages came from someone she had previously texted before.
Also at no point did we advise her of what she watched. We don't have the ability to see what she would have watched or any of the websites she may have visited. We only have the ability to see what contributed to the data usage which it was determined that video and music streaming was done from the device and unfortunately we do not have the IP address that it came from.
Upon review of the account it shows that after the previous Revdex.com was submitted she contacted us on October 21, 2015 and requested to cancel the account again. On that day a request was put in to cancel the account. However, as of today it shows a store agent called in and spoke with our Help Queue Department and they agreed to waive the full charges on the account. At this time she still has a balance of $183.11 and the account is still suspended. In order to restore the service on the account we would need a payment of $82.84 on the account. The remaining balance of $100.27 is due on November 2, 2015.
We have reviewed Ms. [redacted]'s request and we still stand by the fact that the usage was valid. She did have the correct sim card in the phone otherwise no text messages would have been able to come in or out from the device and the data charges wouldn't have occurred. Also our system wouldn't have allowed us to add an international package without the correct sim card being detected. However, our Help Queue Department approved the credit on the account and Ms. [redacted] needs to pay $82.84 to restore her phone service with us.
We respectfully request that this matter be closed as Ms. [redacted] has gotten her desired resolution as of today.
If Ms. [redacted] has any further inquiries or concerns, she can contact our Customer Service Department at 1-888-944-9400 and we would be more than happy to assist her.
Sincerely,
Kimberly C.
Customer Resolution Support
U.S. Cellular(r)
Final Consumer Response /* (4200, 16, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*Never said the IPhone did not work in the United States. I used the IPhone in the United States worked just fine in the US of A. However, Rick at US Cellular of Gardiner in Gardiner Maine (who can confirm this) gave me direction to switch the phone to international once I got to my destination in Paris. I followed the direction and never received the three confirmation text messages from US Cellular telling me the phone had been switched on to international. I tried however to call home just the same on the IPhone and was not able to do so from Paris so put the phone away (was no good to me). I feel that at this point US Cellular has taken this o the extreme. It should of never lasted or gone this far. They are the one's who have been informing me of the all the information I have gathered such as, my phone being used as a Hot spot in Turkey while I was sitting in the airport wheelchair assistance area. I ad no idea music and video's had been main streamed till US Cellular informed me as such. You can take a look at my Personal LAP TOP if you like. I do not watch video or music. I go to school on my computer. I have been a great customer of US Cellular for many years. Have always run a credit on ym account. If I had used the service I would gladly pay for what usage. I do not appreciate being called a liar. I feel US Cellular has regened on their contract at this point and I would like for the Revdex.com to please check into this for me and see if I can be released without any further consequences, due to their actions toward me thus far. I am a disabled student and this has brought great stress down upon me and has caused much anxiety within my daily life. US Cellular will be fortunate at this point, if I do not sue them for punitive damages. They would do well to just let me go. I have had enough of their bullying and the news sources will be notified of this whole event. Thank you

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

                                        Re: Complaint Number:[redacted] Customer’s Name: Noelle [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. We have received Ms. [redacted]’s complaint in regards to the poor customer service she received when she called and the refund that she is requesting.  I do apologize that Ms. [redacted] did not receive superior customer service when she called about her account.  That is not what we expect from our associates when they are assisting customers; we never want our customers to feel as though they are unimportant and we certainly never intend to cause stress and frustration.  I understand how Ms. [redacted] feels and I will be glad to provide additional information about the account.  Ms. [redacted] does have automatic payment set up on her account which is set to take out the payment of $48.61 on the 12th of each month.  The first payment was taken out on November 12th.   When the automated system tried to take out the next payment early in the morning on December 12th, the payment failed.  This caused the account to suspend and we continued to try to take a payment until one was successful around 11:44 A.M. on that day.  Ms. [redacted] should have received email and or text alerts about those payments since she has that set up on her My Account automatic payment settings.  We then show that a one-time manual payment for $48.61 was made on 12/23 and posted to the account on 12/24.  That payment was not done by the My Account automated system; it is a payment that was made by someone calling our automated phone service and manually making a payment or by someone manually making a payment on the My Account page.  We have no way of knowing why Ms. [redacted], or someone with access to her account information,  chose to make a manual payment at that time since no payment was due until January 12th.  We spoke with Ms. [redacted] on the 26th and at that time we filed a ticket to have the credit on the account of $48.61 refunded to her card.  Since that was over the holiday weekend, we told her that the ticket would not be worked until today.  That ticket has been worked and the credit for $48.61 has been sent back to her card holder.  Since that goes back to the card holder to reapply to the card, the card holder now determines how long it takes for the money to be back on her card.  It can take from 3 – 10 business days for it to be reapplied by the bank.  She will want to check with her card holder to find out how quickly they will put the money back in her account.  Once again, I apologize for the frustration and inconvenience that this has caused for Ms. [redacted].  We certainly appreciate her business and we are here to help her in any way that we can.  Should Ms. [redacted]  have additional questions, she may contact our Customer Service Department at (888)944-9400. Sincerely, Betty P Customer Resolution Support U.S. Cellular®

February 27, 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: [redacted]     Thank you for contacting U.S. Cellular in reference to the above account. I have received Mr. [redacted] rebuttal and he did provide the correct phone number for his account. Mr. [redacted] original complaint stated he was offered 50% off a phone of his choice. Mr. [redacted] is requesting that we honor this promotion.   I have reviewed Mr. [redacted] account and I see that we have offered Mr. [redacted] multiple discounts and credits in the past to help reduce his monthly bill in which he has accepted. However, I do not see an offer for a phone at 50% off. I do see that we offered to sell a LG G6 for $200.00 on October 14th in which Mr. [redacted] declined at that time. That offer no longer stands as our promotions have changed.    We spoke with Mr. [redacted] over the phone on February 25th advising that we cannot sell a new phone for 50% off. However we offered to sell a Certified Preowned Phone for 50% off. This is something that we typically do not offer but we will stand by this offer for the next 15 days. Should Mr. [redacted] accept this offer, he may contact our Customer Service Department at (888)944-9400.     Sincerely,     Joe W. Customer Service Support Team U.S. Cellular®

February 15, 2016Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL...

60611                                     �...⇄ Re: Complaint Number: # [redacted]Customer’s Name: [redacted]U.S. Cellular Account Number: [redacted]Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]’s complaint where Mr. [redacted] is stating he has not received the Contract Buyout rebate cards he qualified for. I understand Mr. [redacted]’s concern over the delay he has experienced. I will be happy to review the account to see how I can help. This particular promotion in question required the customer to enter a submission for each line and provide the Rebate Center with a copy of the bill from their previous carrier showing the exact Early Termination Fee for each line. The entries were dated December 11, 2015, for line 2792, January 12, 2016, for line 1211 and January 28, 2016, for line 1224.  In review of Mr. [redacted]’s account I see: on December 10, 2015, Mr. [redacted] was in our retail store and the account is noted that the customer did not have the correct copy of his bill required to complete the rebates. I cannot say if the delay was due to the store not communicating the requirements to the customer, if the store did not follow through correctly, or if the requirements needed with the customer’s bill were not received by the Rebate Center. On January 12, 2016, Mr. [redacted] called our Customer Service Department requesting information on the rebates, and at this time he was given the information to contact the Rebate Center. On January 28, 2016, we responded to an e-mail we received with a request as to the status of the rebate cards. We reached out to the Rebate Center and confirmed approval for three of the 4 lines in question. Requirements to be eligible for the contract payoff promotion, the number needs to be ported (which the lines were), a new phone with U.S. Cellular needs to be purchased on a Retail Installment, and Device Protection Plus needs to be added to the line. A submission for each line must be made through the Rebate Center, and a bill must be provided.  Three of the lines did meet all of the qualifications for the promotion.  The rebate card of $94.00 for line 2792 was processed on December 11th and the card in the amount of $172.00 for line 1211 was processed on January 12th.  The line ending in -1224 was escalated at the time of our response to Mr. [redacted]’s email and the card for $172.00 was in process.  The line ending in 2696 did not meet the requirements as it is not on a retail installment plan and there is no device protection on the device.  The normal process, as advertised, request the customer allow 12 to 14 weeks to receive their rebate upon receipt of the verification of requirements.I would like Mr. [redacted] to know how sorry we are for this delay. It is very important he know the store was not lying when they explained an error had occurred. A part of this promotion required confirmation of the requirements be met, and unfortunately we were unaware for some time that the submissions had not been processed. It did take some time for us to know there was an issue and we have worked diligently to correct and prevent future issues. Once we were aware there was a problem with Mr. [redacted]’s Contract Buyout reimbursement, we escalated the issue to the Rebate Center which takes an additional 4 to 8 weeks.  I have been in contact with our Pricing and Promotions Department and the Rebate Center to verify these 3 rebate cards have been expedited and Mr. [redacted] should receive them within the next 7 to 10 days.Again, our sincere apologies for the confusion and delay Mr. [redacted] has experienced around this promotion. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400.Sincerely,Janice R.Customer Resolution SupportU.S. Cellular®

March 24, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] 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] complaint which she states this is the second complaint she had to file with U.S. Cellular. Ms. [redacted] states that she has been told multiple times the issue has been resolved to find out that it has not been. I will be happy to assist Ms. [redacted] finally resolve this issue.   While reviewing Ms. [redacted] account I see that in November 2016 she switched from [redacted] to U.S. Cellular. Shortly after having services with U.S. Cellular, Ms. [redacted] decided to cancel services due to it not working on her ranch. U.S. Cellular approved for Ms. [redacted] to return her devices purchased from U.S. Cellular even though she was outside of the typical 15 day service guarantee timeframe. I can definitely see throughout the notes on Ms. [redacted] account her entire situation was highly out of any typical situation.   However, what I have found is Ms. [redacted] account has been completely resolved. All charges have been waived from Ms. [redacted] account and provided the contract payoff from when Ms. [redacted] switched from [redacted] to U.S. Cellular in November of two cards in the amount of $532.00 each. This was the remaining amount owed for her [redacted] phones from when Ms. [redacted] originally canceled with them. Unfortunately, we were unable to provide Ms. [redacted] with her [redacted] phones she traded in when switching to U.S. Cellular. In return U.S. Cellular provided Ms. [redacted] with a gift card of $400.00.   I sincerely do apologize for the length of time it took to resolve Ms. [redacted] issue. However, I do see that all has been resolved and no further charges are on her account. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted].     Sincerely,     [redacted]. Customer Service Support Team U.S. Cellular®

Thank you so much for your assistance and kindness as the supervisor I spoke with was less than helpful and rude on the phone. I appreciate sincere help and receiving what I was promised. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/05/05) */
[redacted] 5, 2015
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint. In her complaint, Ms. [redacted] stated that she received a bill for $183.99 after cancelling her account and paying the remaining balance on the account on October 22, 2014. Ms. [redacted] states that she called and was told that U.S. Cellular would "straighten out" her account. Ms. [redacted] states that she received a letter on February 1, 2015 stating that her account had been cancelled for nonpayment. Lastly, Ms. [redacted] states that her account has been turned over to a collection agency at this time. Ms. [redacted] states that her desired resolution is to have all charges owed waived and to have her account removed from the collection agency. She stated she wants written proof that this has taken place and that her credit history is undamaged by the incident.
I am sorry to hear that Ms. [redacted] has had so many problems related to the cancellation of her account. We always want to make sure that our customers are only billed for services or fees that are accurate and if there is an error, we will do everything in our power to correct it. I apologize for any inconvenience that Ms. [redacted] has experienced in this matter. I appreciate the opportunity to assist in resolving her concerns.
Ms. [redacted] was billed an Early Termination Fee once her account was cancelled. This is why she received a final bill in the amount of $183.99. The reason this fee was billed is because on [redacted] 31, 2014 we offered to allow Ms. [redacted] to upgrade her line early and get a new phone for free because her phone was lost and there was a delay in our response to her emails about the lost phone. On June 5, 2014 when Ms. [redacted] was in the store we did advise her that the upgrade and new phone would require a new contract. Our Customer Relations team offered to provide a used phone with no contract, but this was declined. On October 22, 2014, Ms. [redacted] called in to once again dispute the contract on her line and was told by a supervisor that we would allow her to cancel her service without an Early Termination fee. Ms. [redacted]' service was cancelled on October 27, 2014.
On December 9, 2014, Ms. [redacted] called in about the Early Termination Fee that she was billed. Our Customer Service associate that Ms. [redacted] spoke with noted that once Ms. [redacted] was advised that the balance was due to an Early Termination Fee, she ended the call. We did not have the opportunity to address the balance or make any needed adjustments at that time before Ms. [redacted] ended the call.
In her complaint, Ms. [redacted] states that she continued to receive bills for her cancelled account. The non-pay cancellation notice that was sent to Ms. [redacted] was sent in error. Her account was cancelled in full on October 27, 2014. There were not any additional charges made on the account, the statements that we mailed to Ms. [redacted] on January 26, 2015, February 26, 2015 and March 26, 2015 all reflected the same balance of $183.99 for the Early Termination Fee.
Even though we continued to send statements for the balance on the account for three more months, we did not receive any more calls from Ms. [redacted] until April 30, 2015 after her account had been sent to a collection agency. It is important to note that once an account is sent to a collection agency, it is owned by that agency. We are not legally allowed to access the account, make any changes to the balance or share any information on the account once the collection agency has the account. When Ms. [redacted] called in we advised her that she would need to dispute the balance with the collection agency as this is the normal procedure to address any account balances that are in question.
We have reviewed Ms. [redacted]' complaint and the circumstances surrounding the issue. Because we did offer to waive the Early Termination Fee in our conversation with Ms. [redacted] on October 22, 2015, I have applied the needed credits to her account to bring it to a zero balance. The collection agency has also been sent notification to remove Ms. [redacted]' account from their system. Ms. [redacted] will receive a revised final bill from us that reflects the credits I have applied and to show that her account now has a zero balance. U.S. Cellular is not able to send a letter stating that her account is no longer with the collection agency. In order to get that documentation Ms. [redacted] would need to contact the agency directly and they will be able to provide her with the needed documentation. Again I apologize for any inconvenience that Ms. [redacted] has experienced in relation to this issue. I hope that this resolves Ms. [redacted]' concerns about her cancelled account.
Should Ms. [redacted] have additional questions, she is welcome contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 17, 2015/05/21) */
US Cellular has rescinded the charges For which I am very grateful to the Revdex.com for, you were able to get them to do what I have been asking all along, look at their notes and act accordingly. That part is resolved. I am still attempting to find out if this has impacted my credit score. The collection agency, Diversified Adjustment Service, Inc., will not speak to me as they say the case is closed and US Cellular continues to defer to them stating that they are the only ones that would have that information.
Final Business Response /* (4000, 19, 2015/05/26) */
[redacted] 26, 2015
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]' rebuttal to our previous response. In her rebuttal Ms. [redacted] states that she is still trying to determine if her credit score is impacted by the issues with her account. She states that U.S. Cellular has referred her to the collection agency and that the collection agency will not speak with her because the case is closed.
I am sorry to hear that Ms. [redacted] is still having problems related to this issue. I certainly understand how frustrating it must be if she is having trouble getting the information she is looking for. I appreciate the opportunity to assist further in this matter.
Ms. [redacted] called in on [redacted] 12, 2015 and was advised by our Financial Services Department that we notified the collection agency to close the case because it was placed in error. Our Financial Services Department also advised Ms. [redacted] that since the account was sent to an outside collection agency in error, that there would be no negative impact on her credit score.
Since the case related to Ms. [redacted]' U.S. Cellular account is closed, the collection agency should have sent a letter confirming that the case is closed and that her credit score is not impacted. If Ms. [redacted] did not receive this letter of confirmation, she would need to contact the collection agency directly to request that letter. Another option would be for Ms. [redacted] to check her credit report to see if her U.S. Cellular account appears on it. If her U.S. Cellular account is on the credit report, Ms. [redacted] would need to contact the collection agency to request that it be removed. U.S. Cellular is not able to provide this documentation because the collection agency is the entity that reports to the credit bureau.
At this time, U.S. Cellular has done everything possible to resolve this issue for Ms. [redacted]. We have credited back fees that were billed in error and we have notified the collection agency that the account was placed with them in error and had the case closed. We have advised her that any further documentation relating to her credit score would need to come from the collection agency as they are the entity that reports to the credit bureau. I hope that this resolves all of Ms. [redacted]' concerns. At this time we respectfully request that the case be closed.
Should Ms. [redacted] have additional questions, she is welcome contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular