Merchant Retail Credit Association

Initial Business Response /* (1000, 10, 2015/08/19) */
August 19, 2015
Revdex.com of Chicago
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 the correspondence from Ms. [redacted] stating the user of one of the lines on her plan works out of town and is roaming. Ms. [redacted] says that this user has gone over the roaming data and not the pan data. Ms. [redacted] also says that since this has happened before, U.S. Cellular in terminating the service for this line. Ms. [redacted] goes on to say that she has been a customer of U.S. Cellular for more than 15 years and always pays the bill on time. Ms. [redacted] says that U.S. Cellular claims that she was notified this was going to happen but she has received nothing stating this. Ms. [redacted] continues by saying that she spoke with someone on August 15, 2015 and nothing was said regarding the cancelation. Ms. [redacted] states that she was told that this was a mistake that the phone would be turned back on and a $25.00 credit would be applied to the account. Ms. [redacted] says that after a lengthy conversation on August 18, 2015 nothing has been resolved. Ms. [redacted] says that U.S. Cellular is planning on canceling the line ending in -[redacted]. Ms. [redacted] states that due to this she is forced to find another carrier for this line while keeping the other two lines with U.S. Cellular or pay a large penalty to get out of the contract. Ms. [redacted] continues by saying that this is inconvenient as a consumer and that had she been notified steps would have been taken to resolve this matter. Ms. [redacted] is requesting that the phone remain on or be released from the contract with no penalties so she can have the convenience of one carrier.
I would like to apologize for any frustration Ms. [redacted] have experienced while attempting to resolve this matter. I appreciate the opportunity Ms. [redacted] has given us to research this account and address this matter as well as provide additional information that [redacted] be helpful.
U.S. Cellular understands that customers [redacted] need to use their phone when traveling in areas that we are not licensed to sell service. This is why U.S. Cellular has roaming agreements with other providers for our customers to use services in these areas. This is how U.S. Cellular is able to offer a National coverage. In the terms and conditions that Ms. [redacted] agreed to, it states "At least 50% of your monthly voice usage for each device on your account must be used in U.S. Cellular's licensed markets. No more than 200 MB of your data usage in any month for each device on your account [redacted] be used in U.S. Cellular's non-licensed markets." When over a period of time the usage has exceeded this agreed upon terms U.S. Cellular reserves the right to cancel the services as the terms have been broken by the customer. U.S. Cellular notifies all customers before cancelation takes place.
On February 24, 2015 a letter was sent to the address U.S. Cellular has on file, which matches the address Ms. [redacted] provided. This letter notified Ms. [redacted] of the terms and conditions that were agreed to and that the service was being violated and at risk of cancelation. On March 11, 2015 another notification was sent by letter to the address on file. The data services were also interrupted for the remainder of Ms. [redacted]'s cycle. On March 18, 2015 Ms. [redacted] contacted our Customer Service Department regarding charges for data overages as well as the letter that was received. Our Customer Service Department assisted Ms. [redacted] with additional information and partnered Ms. [redacted] with our department that handles our data roaming usage. It was at this time that Ms. [redacted] was advised again of the terms and conditions of service. We recommended that the Wi-Fi option of the phone be used to help avoid usage. We let Ms. [redacted] know that the line ending in -[redacted] would be set to cancel on the next violation and that another violation by the line ending in -[redacted] would result in a suspension of service. On each date that a letter was sent to the address on the account a text message that said "Your U.S. Cellular data roaming usage exceeds your Terms of Service allowance & data [redacted] be interrupted. Please call XXX-XXX-XXXX" was sent to the line ending in -[redacted]
When Ms. [redacted] spoke to our Customer Service Department on March 24, 2015 we advised that due to the Data Roaming violation the data services were interrupted and that the data services would restore at the start of the next cycle. On March 25, 2015 Ms. [redacted] asked how to have the data block removed. We again advised that due to the violation that the service would remain blocked until the start of the new cycle on the 2nd of the following month. On June 27, 2015 Ms. [redacted] contacted U.S. Cellular about a hotspot device and inquired if it would work in the [redacted] area. Ms. [redacted] was advised that this area was out of the U.S. Cellular network coverage. On August 13, 2015 the data usage on the line ending in -[redacted] was again exceeded. This was the third time for the data violation. A call attempt was placed to the line ending in -[redacted] and a message was left for Ms. [redacted] to contact U.S. Cellular. Another notification was sent by mail and the data services were interrupted to the line ending in -[redacted]. On August 17, 2015 Ms. [redacted] contacted U.S. Cellular regarding the data block on the line ending in -[redacted]. Ms. [redacted] was advised that the data usage was again in violation of the roaming agreement that was agreed to and that the services would cancel on August 27, 2015. Ms. [redacted] also had the opportunity to speak with a Solution Consultant who let her know that the early termination fee for the line that is being terminated due to the violation of service would be waiver. Should Ms. [redacted] choose to cancel the other two lines of service, applicable termination fees will be applied as the commitment would not be completed.
Ms. [redacted] stated that there was to have been a credit of $25.00 applied to the account. Our records show that on March 24, 2015 Ms. [redacted] requested credit for the days that the line ending in -[redacted] was without data service. This line was able to place and receive calls. The plan that Ms. [redacted] is on all services are included in the price. There is no additional charge for only data. A courtesy credit of $15.00 was applied to the account for the interruption of services. There is no record of additional credit that has been promised to be applied to the account.
I have reviewed Ms. [redacted]'s complaint. U.S. Cellular provided Ms. [redacted] with the terms and conditions of use when services were activated. U.S. Cellular made multiple attempts to contact Ms. [redacted] when the data usage was being violated. This was dome in writing through letter and through text messaging. Ms. [redacted] has spoken to our Customer Service Department multiple times regarding the data usage while roaming and that the service agreement has been violated. The line ending in -[redacted] will be canceled with no fee on August 27, 2015 if services are not canceled prior to this date. It is due to the violation of services that the early termination fee will be waived on this line. The remaining lines on the account are being used within the U.S. Cellular network and are not violating the service agreement. This would make any early termination fee on the remaining two lines a valid charge should services be canceled.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Ms. [redacted]'s business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Ms. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2015/07/24) */
July 24, 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
[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I have received Mr. [redacted]'s complaint in which he explains that his wife passed [redacted] shortly after upgrading his family's plan. He states that he had informed the associate in our RadioShack store location that his wife was ill and would probably pass [redacted] to which he says he was informed that it would not be a problem and that the line could be cancelled once she passed. Mr. [redacted] continues by stating that he has contacted U.S. Cellular multiple times to have his wife's line cancelled showing proof that she has passed [redacted] and has been informed that to cancel the line he would be required to pay for his wife's phone. He continues by stating that he does not plan to return the phone and does not feel he should pay the amount requested for the phone. Mr. [redacted]'s desired resolution is to have the phone cancelled.
I would first like to express my condolences for the passing ** Mr. [redacted]'s wife. I know how hard it is to have to deal with the loss of loved one, especially a spouse. I wish for strength and peace for Mr. [redacted] and his son's during this hard time. I would also like to apologize for any confusion or frustration that [redacted] have been caused while trying to get his wife's line cancelled. I am [redacted] to review Mr. [redacted]'s account and assist him.
In review of the account, it is noted that on June 17, 2015, Mr. [redacted] called our store location and inquired if any lines on the account we eligible for upgrade and if Device Financing could be done on the account. Mr. [redacted] was advised that he could use an alternate line on his account for the upgrade. Mr. [redacted] mentioned that his wife was in hospice care. Mr. [redacted] was then informed that since he had Power of Attorney that he could sign for a Device Financing on the account.
On June 18, 2015, Mr. [redacted] submitted a request to upgrade the cell phone number ending in -3041. By June 19, 215, the line had been upgraded to the Samsung Galaxy S5. The phone was then moved to the number ending in -3074. The line ending in -3041 was upgraded under the Device Financing Program which requires a Retail Installment Contract. With Device Financing, customers are billed a set amount for the phone. The taxes and any applicable deposits are paid upfront and the remaining cost of the phone is divided over several months to pay the remaining cost of the phone while the line is active. The Retail Installment Contract is non-transferable. In this case, Mr. [redacted] signed a Retail Installment Contract stating that he would pay $24.95 for 20 months towards the total $499.99 cost of the phone on the -3041 while the line was active with U.S. Cellular.
A few days later on June 23, 2015, per our notes, Mr. [redacted] contacted U.S. Cellular to advise that he wanted to cancel his wife's cell phone line as she had passed [redacted] It is noted that since Mr. [redacted] was unable to verify the account information, he was referred to the store location with a valid photo ID to receive assistance with the account. As general information, Mr. [redacted] was advised that he would either need to return the device or keep the line active.
On June 25, 2015, it is noted that Mr. [redacted] visited our store location and once again advised that his wife had passed [redacted] At this point, Mr. [redacted] was advised of the Change of Ownership process. The Change of Ownership process allows customer to take responsibility of another customer cell phone number(s). This same day, it is also noted that Mr. [redacted] was advise that in order to stop the Device Financing on the line (-XXXX), the phone would need to be returned. After declining to return the phone, Mr. [redacted] was then advised that in order to keep the phone he would need to pay the remaining payments for the device for the line to be cancelled.
Our next communication with Mr. [redacted] was on July 1, 2015. Mr. [redacted] once again contacted us to cancel his wife's line (-XXXX) due to her passing. He was connected to our Customer Relations Department. Upon speaking with this department, Mr. [redacted] was once again advised that he could pay the Retail Installment cost off for the line to have is cancelled and keep the phone or return all the phones with Retail Installment Contracts and have the account moved over to his name with previously owned equipment. He was also reminded of the remaining Retail Installment costs for all of the 3 lines that contained one. Mr. [redacted] declined the options and requested to speak with a supervisor.
Upon speaking with the supervisor, Mr. [redacted] was provided an alternate option. The supervisor decided to meet Mr. [redacted] provide a credit to the account to help with the cost of the phone. A credit was applied to the account in the amount of $210.34. This amount would have been applied against the current balance on the account. Mr. [redacted] had stated that he already mailed the payment to cover his bill. Therefore the credit would have remained as on Mr. [redacted]'s account to allow Mr. [redacted] pay of the cost of the phone, leaving the credit to apply to his next bill. He was then connected to our Customer Relations Department to complete the cancellation.
Upon being connected to our Customer Relations Team, Mr. [redacted] was once again advised that he would need to pay the cost of the phone in order to have the line cancelled and the credit applied would go towards the balance on the account. He once again declined to pay for the device.
As of today, the line that belonged to Mr. [redacted]'s wife (ending in -3041) is still active with U.S. Cellular. As you can see from the above information, Mr. [redacted] has been advised of 4 different options in regards to having his wife's line cancelled and Mr. [redacted] declined them all.
As per the Retail Installment Contract signed, Mr. [redacted] is responsible for the remaining cost of the phone. As long as the line is active, the cost can continue to be split over the 20 months agreed. However, if the line is to be cancelled, the remaining cost is due to at that time. I have included a section regarding this matter below.
"Default: You will be in default if you, (a) fail to make any payment when required, (b) violate any other provision of this Contract, (c) become the subject of any bankruptcy or insolvency proceeding, or (d) die. If you are in default, to the extent permitted by applicable law, we [redacted] require you to pay immediately the entire unpaid Amount Financed as well as our collection costs, attorneys' fees and court costs related to enforcing your obligations under this Contract. If this Contract is entered into in Iowa or Wisconsin, we will not require you to pay attorneys' fees."
As an alternative, Mr. [redacted] has been allotted the opportunity to return the phone and not be held accountable to the remaining cost. Mr. [redacted] has declined. I certainly understand that there [redacted] be some very special videos or photos, etc. of his wife on the phone that he wishes to keep. For this, I would recommend that Mr. [redacted] have this information transferred to a different phone or device or forwarded to a specific email account to ensure that this information is save for future view. This way Mr. [redacted] continues to have these special documents and can return the phone.
Regrettably, we are unable to meet Mr. [redacted]'s desired resolution to simply cancel the line until Mr. [redacted] either returns the phone or makes payment for the remaining cost of the device. I hope that this information provides more clarity into our decision and is found to be helpful. I appreciate this opportunity to review his account and address this matter. If Mr. [redacted] should have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the above information is correct! But 1st of all I was told at the store there was no worries that when my wife passes [redacted] line would just be unhooked. 2nd I took my wife's upgrade, there for its my phone that I should have to turn in not her phone that is a couple years old. 3rd I was told at 1st it was 400 I would have to pay in which I finally agreed to but when I got transfered to another person it went to 499! Out of all the banks and bills I have had to deal with transferring things over with this by far is the worst experience. All this over a phone! I am done dealing with this and have chosen to move on and keep 4 phones for my boys and I. Crazy what companies will do to make a dollar.

March 22, 2017   Revdex.com of Chicago Attn: Revdex.com Customer Relations Advocate [redacted] Chicago, IL 60611-7621   Regarding Case Number: [redacted] Customer's Name: [redacted] U.S. Cellular Account Number: [redacted]   Good afternoon,   Thank you for...

contacting U.S. Cellular in reference to the above account. We have received the above referenced case for Ms. [redacted]. Ms. [redacted] states that her billing has not been consistent and payments made by her have not reflected on the U.S. Cellular account. We understand it can be frustrating when there is not an understanding of what is occurring on an account.   In review of the account, all payments receive within the last twelve months have been either by check or credit card. There were no charges as described by the customer (i.g. Smartphone Access charge) as this account is for Home phone service.   We have reviewed Ms. [redacted]'s complaint and our recommended resolution is as follows:   It appears that Ms. [redacted]'s complaint is in reference to a different account than that referenced in her complain due to the discrepancy in the charges described. Regarding cash payments not reflecting on the account, if Ms. [redacted] can provide receipts of these payments to our Financial Services office for review, we would be happy to correct any errors.   Should Ms. [redacted] have additional questions, she may contact our Customer Service team at ([redacted].   Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

May 24, 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 complaint. Mr. [redacted] states that U.S. Cellular committed to change his plan from 8GB of data at $80.00 per month to 10GB of data at $70.00 per month. Mr. [redacted] states that he wasn’t advised that his discount of $30.00, on each line, would decrease to $25.00, on each line. Mr. [redacted] states that we should honor the first price he was quoted. I’ll be happy to look into this for Mr. [redacted]. I can truly understand Mr. [redacted]’s concern with wanting to take advantage of the lower plan prices with the higher discounts.  Upon review of Mr. [redacted]’s account, I see that his plan was never changed from the 8GB data plan, and the monthly discount on each line is still $30.00. Unfortunately, I don’t find any copy of an invoice showing the prices that Mr. [redacted] mentioned in his complaint. Account notes indicate that Mr. [redacted] called our Customer Service department on May 10, 2016 and we advised Mr. [redacted] of the potential change in the amount of his monthly discount, on each line, if the plan was changed to the new 10GB plan pricing, Mr. [redacted] declined to change his plan at that time. Regretfully, I see no other notes regarding the new plan pricing, or a change in the plan on this account. Because Mr. [redacted] believed he was on the 10GB data plan, his account used additional data and was billed data overage charges of $15.00. When Mr. [redacted] called on May 23, 2016 we waived the charges as a goodwill gesture. We have reviewed Mr. [redacted] complaint.  Regretfully, I am unable to change Mr. [redacted]’s plan to the pricing that Mr. [redacted] was quoted on May 10, 2016. With our new pricing structure the data bucket cost is lower, as is the monthly discount. Our 10GB plan is $70.00 and the monthly discount, for qualifying lines, is $25.00 per line. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] R. Customer Resolution Support U.S. Cellular®

Initial Business Response /* (1000, 5, 2015/05/01) */
[redacted] 1st, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Account Holder: [redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted] complaint that we were not able to upgrade her phone, and that she did not receive an insurance replacement. I would be glad to address the situation.
Since Ms. [redacted]'s complaint was received, our department has been in communication with the Office of the President of U.S. Cellular. They have in turn been in contact with Ms. [redacted], and have attempted to resolve the matter. I regret that since then, she has cancelled service with us. I am very sorry that we were not able to come to a resolution regarding an upgrade or replacement for the phone. Please convey my thanks to Ms. [redacted] for her business with U.S. Cellular.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Tuesday, January 23, 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.  I understand that Ms. [redacted] is concerned and frustrated regarding a refund in the amount of $195.00 that she was advised she would no longer be receiving as well as continuing to be charged repeatedly. I look forward to addressing Ms. [redacted]’s concerns and providing some clarity on this issue.   In reviewing the account I see Ms. [redacted] came in on December 15th to start a new account with US Cellular and wanted to port over her number from another provider. There was a delay in porting her number over to us due to incorrect customer information between the old and new provider. On December 19th we activated her account with US Cellular with a temporary number while we waited for the port request to be authorized over the phone with her. Also on December 19th there was a note from a supervisor stating if the Ms. [redacted] made a $5 minimum payment required to activate services, we would credit the account the difference to equal two free months of service. After this the customer made another payment of $25.00 on the same day. On December 29th the customer made another payment for $100.00 ($105.88 after taxes). Then on January 1st the autopay Ms. [redacted] set up pulled the monthly service charge of $25.00. I see on January 1st Ms. [redacted] called in and wanted a refund. We advised we could void the credit card payment from January 1st since it was requested on the same day, but we would not be able to void a payment from a previous day.   We submitted the request on January 1st to void the payment for $25.00 ($26.76 after taxes), which was successful. On January 19th there was a refund processed through US Cellular to refund $105.88 back to Ms. [redacted]'s card that she used to process her payment. Ms. [redacted] can expect to see this refunded to her card within 3-10 business days.   The only physical payment made by Ms. [redacted] that is not being refunded is the $5.00 ($5.66 after taxes) payment made on December 19th. Ms. [redacted] had active service from December 19th through January 18th with US Cellular and for this one month timeframe she only paid the $5.66. The remaining balance that was on the account were credits that were offered for free service and those will not be refunded as those were credits, not payments made by Ms. [redacted].   In my review of Ms. [redacted]’s account for this complaint, I have found all physical payments made by her have been refunded, aside from the $5.66 payment to cover her one month of service with US Cellular. When Ms. [redacted] signed up for service with US Cellular, she selected a plan that was $25.00, but only paid the $5.00 plus taxes. While I understand her concern and frustration, at this time due to the factors listed above, we have issued all refunds owed to Ms. [redacted].   Ms. [redacted] may contact us at ([redacted] if she has any further questions or concerns.  We are available to assist daily from 6:00 AM - 10:00 PM Central Time.     Sincerely,   [redacted] Customer Resolution Support U.S. Cellular

Complaint[redacted]
I am rejecting this response because:I did not pay by check! I called back US Cellular again after calling my bank to clarify what happened and  seeing how I do not have any autopayments set up with them either, they stated the transaction can through as an ACH and was requested by USCELL. This is not that difficult problem to settle. I need my money refunded to me. I do not plan to keep USCELL anymore after this unless some effort is made to rectify this issue. I work have worked in law enforcement for 5 years now and this is act by USCELLULAR, under every statutes, is considered theft under the [redacted] Transaction Card Crime Act. Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
It does me no good now to contact the collection agency to get a detailed statement. I tried for months to get it from US Cellular, which is who I owe money to and who should have been able to provide this statement. You claim you sent a bill to me in April 2015. Only $55.00 was paid towards that bill because that is what I had to set my auto pay up to pay. My auto pay was set up to pay a maximum of $55.00 due to US Cellular taking out an excessive amount from my account every month. I understand my bill in April was more due to one of my discounts being discontinued. The trouble I had was for the last 2 years when I did have the discounts and they continued to ignore them and not apply them and take out an excessive amount from my bank account. I did get a bill from US Cellular in May but it did not list the charges, only a total amount. I wanted to know what I was being billed for, so your explanation now does not do me any good. I needed to know in May, June, July and August so I could pay my bill. I called every month to get a detailed statement and all they would send is a total of what I owed. I did receive those statement every month but it was not a detailed bill. You claim in August you received noticed that I moved. I did not move. My address has not changed. In September when Dottie from Huskerland communications called she was told that since I switched carriers and my account was closed they could not provide a detailed bill. She was also given an address for me. She said she was not allowed to give out the address they had on file but it was listed in a different town. They also told me at that time that I needed to go to a cooperate store to get a detailed bill. The closest cooperate store was 120 miles away. A week later I was turned over to collections. There is no reason US Cellular should not have to provide a detailed account statement of what they are expecting me to pay. There is no reasonable excuse for them to expect somebody to pay a bill without knowing what they are paying. Due to all the trouble I had with US Cellulars billing for over a period of 2 years I look at my statements very closely. I am not disputing that I may possibly owe all the charges billed but there was no way for me to know. I find this completely inexcusable that after being a customer for 5 years I get turned over to collections because of their failure to provide a proper statement. US Cellular needs to be investigated for fraudulent billing and improper practices! I did everything I could to try to pay this account. I called every month. Sometimes several times a month. I went down to my local office and tried to get help from them. I should not be expected to drive 120 miles one way to obtain a statement due to US Cellulars lack of proper procedures. I do not understand how any business would expect somebody to pay a bill based off of a total amount and not show what the details of the bill were for. I have never heard of that before from any legit company or business. Your apology means nothing at this point. You turned me into collections for your faulty practice and now you are trying to explain yourself and defend what you did. It does me absolutely no good for you to explain now what my charges are after you have already turned me into collections. You could have done your job and provide a statement showing these charges months ago and none of this would have happened. Now I have to pay the price for your incompetence. Shame on you US Cellular!

February 11, 2016 Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]’s complaint. Mr. [redacted] states that he switched to U.S. Cellular, from [redacted], in September 2015, after he was told we would pay off the old contracts. Mr. [redacted] states that they submitted the forms as instructed and still hadn’t received the rebates by December. Mr. [redacted] states he called us in December and was told that the sales associate did not send the old phones in. Mr. [redacted] states we told him the rebates would be sent out in two weeks. Mr. [redacted] states they still have not received the rebates. Mr. [redacted] requests that we send the promised rebates. It’s my pleasure to assist Mr. [redacted] with this matter. Upon review of Mr. [redacted]’s account, I see that on February 4, 2016 Ms. [redacted] called and we advised her that it would be another eight to ten weeks before the cards would arrive. I completely understand the frustration caused by this information. We have reviewed Mr. [redacted]’s complaint. I have escalated the rebate processing and the rebate cards will arrive via mail in 7-10 business days. I would like to apologize that it’s taken this long to get the rebates to Mr. [redacted]. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] R. Customer Resolution Support U.S. Cellular®

Complaint: [redacted]
I am rejecting this response because:
This is inaccurate information. I made a one time payment only. There was no payment scheduled. In the conversation I have on the 9th stated you would return my money and that is what I am upholding you to. A company you can not tell someone that you will return their money and then change you mind. That conversation on the 9th, as you just stated, was told I would recieve my money with in 10 days and is considered a verbal agreement that you broke.
Sincerely,
[redacted]

Complaint: 1109287
I am rejecting this response because: Yes, US cellular gave me a discount for a year. I am very thankful for that. Yes I did get a financed phone for my son because he broke his. I told them that I couldn't afford an additional 25.00 charge. They told me that I wouldn't notice a difference because they would take 25.00 off the data. It is something they are offering with a device payout. I specifically told them my discount was expiring, and need to know the price of plan. They told me 160.00 prior to taxes they changed up my plan. They are not being comparible to other carries. Right now they are offering 4 lines with data for 140.00 for new customers. [redacted], and [redacted] offer deals substantially lower than that. They get you lured in and then they raise the price. It is so expensive to get out of contract that you are kinda stuck. I'm looking at 350.00 a piece for two lines and 529.00 for another.. If they can offer   that promo to new customers. They can offer it to old faithful ones..
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/08/06) */
August 6th, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Number: XXXXXXXXX
Good afternoon and thank you for contacting U.S. Cellular in reference to the above account! We appreciate you taking the time to contact us. I am in receipt of Mr. [redacted]'s complaint in which he states that he has made several calls to our Technical Support team due to going over the three Gigabytes of data in his plan because his Wi-Fi has not been working properly. Mr. [redacted] states that he has called three times and has done a factory reset on his phone that has yet to resolve this issue. He also states that we told him that this was a known issue with the manufacture, LG, and that he would have to wait for LG to resolve this issue. Mr. [redacted] states that he feels that he is not being provided adequate service due to this issue and requests that we allow him to terminate his lines without any early termination fees.
I can understand Mr. [redacted]'s frustration when seeing unexpected data overages on his account and seeing that his Wi-Fi is not consistently connected when needed. We deeply apologize for any frustration or inconvenience this [redacted] have caused him. I would be [redacted] to review the account to find any information that [redacted] be helpful.
Upon reviewing Mr. [redacted]'s account, we show that he first contacted us regarding the issue with his Wi-Fi connection on July 26th, 2015. In his account memos, we show that we connected Mr. [redacted] to our Technical Support team that first day (July 26th, 2015) and advised of basic troubleshooting which also included a factory data reset on his phone. On July 27th, 2015, we show that Mr. [redacted] contacted us again regarding the same issue with his Wi-Fi connection where he again spoke with our Technical Support team. At that time, we explained that the next steps would be to visit his local U.S. Cellular store to revert back to the previous software upgrade or he would be provided the option to do an Advanced Exchange for his device under the manufacture warranty. At this time, we have gone through all necessary steps to attempt to resolve Mr. [redacted]'s issue and also offered additional options for this current situation, but unfortunately Mr. [redacted] has declined. As a final suggestion as well, I would like to add that Mr. [redacted] also turn off his Mobile Data when connected to Wi-Fi to ensure that this does not toggle between the two signals. This [redacted] offer some peace of mind that the data connection will not randomly connect through his plan if Wi-Fi fails to stay connected.
After reviewing information provided through online Android platforms, this is a known issue that Android is aware of and is not directly an issue caused from LG. We apologize for the confusion this [redacted] have caused and the misinformation that we [redacted] have previously given to Mr. [redacted]. All software updates [redacted] come with possible bugs that Android has always diligently looked for a fix to send out to all users or provide a correction through the next software update. We are saddened to hear that because of this that Mr. [redacted] feels that he is not receiving adequate service from us. If Mr. [redacted] chose to terminate either of his lines while still under his current agreement showing, then the early termination fees would be charged accurately to him to be responsible for.
We would hate to see Mr. [redacted] make the decision to go elsewhere after being a part of our U.S. Cellular family, so we hope that we can work through this current situation together. We want Mr. [redacted] to know that we are here for him and hope that this provides some clarity to his concerns. Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do no accept this as a resolution. There is no resolution other than to "downgrade" current software in hopes that it would fix the issue. This is not an attempt to resolve, rather a "shot in the dark" and extreme hope that it puts a cover on the real problem. In essence, I have to use older software when newer software is available. As I mentioned before, I was told by the representative that this is a known issue, but yet, US Cellular has not corrected the issue with mine and, more than likely, many other customers. Also, I don't see in their notes where I explained that this isn't just a one time issue, that this is an issue I have had since I purchased the phone. They have not offered anything other going to a store and getting my phone fixed, something that further inconveniences me. I am told something different, every single time I call that customer service department. You ask that I turn off the data on my phone while using WiFi? Classic example of not listening to your customer! THE WIFI IS THE ISSUE AT HAND! IT IS NOT WORKING CORRECTLY!
Either replace the phone with a brand, operating system, or whatever you are going to place blame on, with something that works correctly in ALL aspects; or release me from my contract with no termination fees. It is that simple. Anything less will not be accepted. I'm not going to go to a store, wait in line (for who knows how long), and not have anything fixed. My time is worth something to me.
Frustrated,
[redacted]
US Cellular Customer
Final Consumer Response /* (4200, 20, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have started the process of leaving US Cellular. Sorry, this issue could not be resolved. The fees for Early Termination will not be an issue, because the company I will going to has offered to pay them on my behalf.
Final Business Response /* (4000, 18, 2015/08/18) */
August 18th, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Good morning and thank you for contacting U.S. Cellular in reference to the above account! We appreciate you contacting us back. I am in receipt of Mr. [redacted]'s rebutted complaint in which he states that he contacted our Ce on August 16th, 2015 to inquire about cancelling his service and the fees associated with his contracts. Mr. [redacted] states that he was not offered at any time to have his phone replaced and is questioning if this was supposed to be an option offered to him. Mr. [redacted] states that he is done calling or going into any stores.
I can understand Mr. [redacted]'s sincere frustration when contacting us and not being offered something that is expected. We are deeply sorry for the frustration Mr. [redacted] has been experiencing with his phone and that he has had to take time out of his day to contact us in some way without a solution.
We hate to see that when Mr. [redacted] contacted us to inquire about cancelling, he was not offered an advanced exchange and simply not offered anything further than the information for the early termination fees. The advanced exchange option that I mentioned in my previous response was something noted on Mr. [redacted]'s account from our Technical Team on July 27th, 2015. This is something we show would still be an option and so we apologize that our Solutions Consultants that Mr. [redacted] spoke with did not see this in a previous transaction on his account.
We would hate to see Mr. [redacted] ultimately decide to cancel, if he is willing to contact and speak with our Technical Team one final time, we will make sure that your advanced exchange is processed and I will personally note his account. If Mr. [redacted] still chooses to cancel, then unfortunately we have to ask that he please contact us to speak with our Solution Consultants department again to do so.
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

November 18, 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. I am in receipt of the complaint submitted by Ms. [redacted] and I am more than happy to address her concerns.   In her complaint, Ms. [redacted] explains that she has not received the $350.00 reimbursement that was promised to her when she established services in March of 2016. She has contacted a store representative multiple times, and has not yet seen a resolution, despite being advised that we would apply a $350.00 credit to her account two months ago. She also stated that her reception quality is not satisfactory, and she has missed many calls on her business line. She would like for the $350.00 credit to be applied to her account, and she would like the ability to return the equipment purchased from us to switch back to her previous carrier with no penalties.   I truly regret to learn of the experience Ms. [redacted] has described. I can imagine the inconvenience this situation has caused, as she has contacted us multiple times for a resolution. After reviewing her account, I was happy to see that the $350.00 credit that was promised was applied to her account on November 17, 2016. I would like to genuinely apologize to Ms. [redacted] for the amount of time it has taken to apply this credit in lieu of the rebate she did not receive. The adjustment that was applied covered her current account balance, and left her with a credit balance of $97.91 that will apply to her next bill.   I certainly understand the importance of having reliable service at all times, especially when using a phone for business. I am sorry to learn that Ms. [redacted] has missed important calls due to service issues. I do see that Ms. [redacted] contact our technical support department in May regarding the coverage in her home, and we offered a signal booster for half off as a courtesy to the customer. I would be willing to extend this offer again to the customer, and if she wishes to accept, she does have 15 days to test the device and ensure that she is satisfied. If it does not work as expected, she can return the device within 15 days for a refund. To purchase a signal booster for half price, we ask that Ms. [redacted] contact our business support department at [redacted].   We have applied all promised discounts and credits to the customer’s account, and we are most certainly willing to further troubleshoot and help improve the reception quality in her home. Because of this, I am not able to honor her request to return her equipment to cancel with no fees.   Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at [redacted]   Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 10, 2015/09/30) */
September 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 number. We are in receipt of Mr. [redacted]'s complaint in which he states that when he started service with US Cellular he was told that he would have good coverage. The customer explains that his service is very degraded and he does not get 4G data at his home address on either his phone or his tablet and the data speeds toggle between 1X and 3G. Mr. [redacted] advises that he has worked with our Technical Support team but has not found resolution and does not want to continue to pay for service that he cannot use. The customer states that he only gets good service when he is in town; however, when at home the phone is always searching for service and this causes the battery to drain.
We are very sorry to know that this matter has caused Mr. [redacted] any amount of frustration. . U.S. Cellular strives to develop and maintain the best wireless network possible for our customers as well as providing service in rural and underserved areas. I appreciate the opportunity to review Mr. [redacted]'s account and provide further information.
After review of Mr. [redacted]'s account I see that on September 25th, 2015 after testing service in and around Mr. [redacted]'s home address our engineering department concluded that in places up to 50% of the signal from the nearest serving site is being blocked due to a hill with dense tree growth. A line of sight matter due to topographical conditions is not something that US Cellular can adjust within their towers. On September 25th, 2015 the customer spoke with one of our Solutions Consultants and was advised to send back his tablet and we will cancel the table line without any fees. In regards to Mr. [redacted]'s current phone (Samsung S6 Edge) he will be responsible for completing the terms of the Retail Installment Contract which is approximately $632.00. When Mr. [redacted] started service with us on February 13th, 2015 he originally had an LG G3 phone that he obtained with a Retail Installment Contract. The customer paid the remainder of this Installment Contract off on [redacted] 15th, 2015 and entered into another Retail Installment Contract for the Samsung S6 Edge.
Mr. [redacted]'s desired resolution is to return the phone and be compensated for the media that has downloaded on his tablet. The topographical conditions that are causing the line of sight signal issues at Mr. [redacted]'s home address were the same when he chose to enter into a second Retail Installment Contract and for this reason we will not waive the remaining cost owed for the Samsung S6 phone. The media that Mr. [redacted] has downloaded on his tabled can be saved to an SD Card or flash drive but the table would have to be returned in order to have the monthly service cancelled without a fee. I have added a $30.00 adjustment to Mr. [redacted]'s account to compensate for the cost of buying a 32GB SD Card or flash drive based on average pricing of these devices at popular retail stores.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

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

October 1, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted]
[redacted]...

                                        Re: Complaint Number: [redacted] - US Cellular 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 the information she was given about upgrading her phone, and we also understand that she had to make several trips to our Retail store because her daughter’s phones were not working properly.   Customer satisfaction is and has always been our company’s primary goal. I would like to apologize for any frustration Ms. [redacted] may have experienced regarding her interactions with us and the lack of service on her daughters phones, as it is never our intent to make things more difficult for our customers. In response to Ms. [redacted] concerns, I am happy to provide her with a resolution.   Ms. [redacted] states that she was advised that when processing an upgrade on a Retail Installment Contract that her bill would only increase $5 per month. In most cases this may be true, because when we upgrade a customer on a Retail Installment Contract, we give a $20 line access discount to offset some of the monthly charges. However, in Ms. [redacted] case she is already receiving the $20 discount on her line therefore her bill would go up in the amount of $25 for the device that she was choosing. The $20 discount that is currently in place is given to help offset some of the cost for the addition to the Retail Installment Contract.   In regards to Ms. [redacted] daughters not having service on their phones, we are showing that Ms. [redacted] reported that their phones were not working as of 9/25/16 and we did work to correct the issues in a timely manner and service restored on 9/27/16.   We have reviewed Ms. [redacted] complaint.   We are applying a courtesy credit in the amount of $25 to Ms. [redacted] account for the three days of service that her daughters were unable to access their text messaging and data services. As for the being able to upgrade on a Retail Installment Contract for only $5 more per month, we would not be able to extend that offer. We have applied the $20 discount to Ms. [redacted] line, and that discount will remain in place for the duration of her contract with U.S. Cellular.   Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at [redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 10, 2015/08/06) */
August 6, 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: N/A
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. [redacted]'s correspondence in which he states that he went into store to make some updates in while doing so he was provided a name of someone that has been authorized on the account since November of 2013 that neither he or his son knows. He also stated when he called in he was informed that they could not see the name on the account. The desired resolution he is seeking is three months free service from us.
I would like to first apologize to Mr. [redacted] on behalf of U.S. Cellular(r) for any inconvenience this matter has caused him. I certainly understand how unsettling it is to find out that another party has been authorized on the account without his knowledge. I will be more than [redacted] to provide additional information regarding this matter.
We have reviewed Mr. [redacted]'s concerns. I regret that after review that we found that Mr. [redacted] has not 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. He [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience this [redacted] cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

12/31/15Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted]Customer’s Name: RONALD [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]’s rebuttal. I understand that Mr. [redacted] is advising that on the date this line was activated that upgrades were performed on the account. I will be happy to assist further. We always want to make sure that we are providing the appropriate attention to situations of this nature for our customers and addressing their needs accordingly.While my understanding is that Mr. [redacted] has advised this was a mistake during the activation of the new equipment. It is very important for any bill discrepancies be reported immediately. The U.S. Cellular® terms of service agreement includes the following information regarding billing disputes:YOU MAY SEEK A CREDIT OR REFUND FOR ERRORS IN BILLING FOR UP TO 180 DAYS (OR AS OTHERWISE PROVIDED BY CA LAW FORCA CUSTOMERS) AFTER ISSUANCE TO YOU OF THE BILL ON WHICH THE ERROR IS CONTAINED BY CONTACTING U.S. CELLULAR ASPROVIDED ON YOUR BILL. YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL AND TO BRING, OR PARTICIPATE IN, ANY LEGALACTION RAISING SUCH DISPUTE IF YOU FAIL TO DISPUTE THE CHARGE ON YOUR BILL WITHIN 180 DAYS (OR AS OTHERWISE PROVIDED BYCA LAW FOR CA CUSTOMERS) AFTER THE ISSUANCE OF THE BILL. WE MAY ALSO BACK BILL YOU FOR ANY ERROR THAT RESULTS IN ANUNDERBILLING TO YOU WITHIN 180 DAYS OF THE ISSUANCE OF THE BILL THAT SHOULD HAVE REFLECTED THE UNDERBILLED CHARGE.Based on the Terms of Service agreement Mr. [redacted] agreed to, I am willing to credit back 6 months of service charges as we will certainly uphold our agreement. This credit amounts to $40.00/month for the line charges + $6.99/month for Device Protection + taxes and federal fees. The total adjustment issued on the account is $297.59, including taxes and federal fees. The new balance on Mr. [redacted]’s account is $139.26  Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400. Sincerely,Chris H.Customer Resolution SupportU.S. Cellular®Tell us why here...

September 8, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]   Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] complaint which he states he contacted us by phone in regard to a recent bill in which a discount has been changed to reflect the correct discount for the type of equipment on the line resulting in an increase of his bill.   When Mr. [redacted] began service his plan at the time offered line discounts of $30 for Smartphones and $20 for feature phones.  In an effort to continue to offer competitively priced equipment, these discounts where changed to $20 and $10 respectively in 2015. We did not proactively change our existing customers’ discounts at that time. However, as new or different equipment is placed on lines of service, so is the current discount placed on those lines.   While reviewing Mr. [redacted] account I see that he currently has several lines that are receiving obsolete discounts as the equipment on the lines should not be earning the discounts that are currently being applied. While we will not proactively change these discounts to match the above current discounts, Mr. [redacted] should know that anytime new or different equipment is added to a line, we will initiate the correct discount for that equipment at the time of the change. Mr. [redacted] was in a retail location in early August and changed the equipment on one of his lines. This change prompted the current and correct discount to be added to the line in question and discontinued the incorrect and obsolete discount.   I do want to apologize that Mr. [redacted] felt coerced by the offer that was made when he called to speak with us. However, that offer was given as a one-time courtesy to help with resolution of the matter. I regret that the offer is no longer available. Mr. [redacted] should know that the account is subject to having the discounts corrected anytime different equipment is added based on the type of device.   I would like to thank Mr. [redacted] for his inquiry and hope this explanation will supply the resolution he is seeking. Should Mr. [redacted] have additional questions, he may contact our Business Department at [redacted].   Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

February 17, 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 your continued correspondence in reference to the above U.S. Cellular account. I have reviewed Ms. [redacted]’s rejection response and will be happy to see if I can be of any further assistance in this matter. In her response, Ms. [redacted] summarizes how she feels that she was misled by the [redacted]) who helped her to establish her service with us. As I mentioned in my previous response, I feel that is realistic that some misinformation may have been exchanged during this interaction. But after my conversation with that particular [redacted], I do not feel it likely that Ms. [redacted] was intentionally misled about the availability of high-speed data in the Chicago area. Initially, Ms. [redacted] had presented us with two possible settlement scenarios that she felt would resolve this complaint. Both of these options involved paying off the [redacted] Installment Contracts (RIC) on her account. Since these options were proffered by her, Ms. [redacted] has paid off the balances of both of the RIC’s. This action on her part makes the two previously mentioned resolutions problematic. In her most recent response, she does not provide a revised settlement that she feels would resolve this situation. Therefore, unless further correspondence is received by U.S. Cellular regarding this matter, we will consider it closed. I sincerely appreciate the time that Ms. [redacted] invested in this matter. I would like to apologize for any inconvenience or frustration that this may have caused her and I wish that her experience with us had been a better one. Should Ms. [redacted] have additional questions or should she need immediate assistance, she may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] D. Customer Resolution Support U.S. Cellular