Merchant Retail Credit Association

April 13th, 2016 Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name:  [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting us in regards to the above account.  We are in receipt of Ms. [redacted]’s complaint, wherein she states that she moved out of our service area in November of 2015, and afterwards experienced poor service.  Ms. [redacted] states that she contacted U.S. Cellular regarding her poor service, and was informed of the terms of roaming service, and that she would need to find a local carrier.  Ms. [redacted] states that she was informed on two occasions that she would not need to pay Early Termination Fees for her lines, however she would owe $100.00 total for her equipment. Ms. [redacted] states that she received a statement in the amount of $94.08, which she paid.  After this statement, Ms. [redacted] advises that she received a further statement requesting additional payment for Early Termination Fees.  Ms. [redacted] would like the remaining balance on her account, in the amount of $126.52, credited. U.S. Cellular knows that every penny counts, so I can understand Ms. [redacted]’s concern regarding the outstanding balance on her account.  I have reviewed her account, and I hope that she will find my information helpful. On February 4th, 2016, Ms. [redacted] spoke with one of our [redacted] Consultants, who advised Ms. [redacted] that she was still under contract, and that cancelling her account would result in Early Termination Fees.  During that call, we advised Ms. [redacted] that we would credit half of each of the Early Termination Fees, as a courtesy to her.  The approximate cost of each of the Early Termination Fees was $233.00, and we advised that the new amount of the Early Termination Fees, after the credit, would be approximately $116.50.  Ms. [redacted] accepted this offer, and the credits were applied on March 1st, 2016. U.S. Cellular has not issued a statement to Ms. [redacted] in the amount of $94.08.  Ms. [redacted]’s statement, which was due on March 10th, 2016, did show a past due amount of $94.08, in addition to the two Early Termination Fee charges.  This statement generated on February 14th, 2016, which was before the credits for half of the Early Termination Fees were issued.  The Terms and Conditions of service, to which Ms. [redacted] agreed when she began service with us, states that an Early Termination Fee may be charged any time a customer breaks their contract with U.S. Cellular.  The agreement to waive half of Ms. [redacted]’s Early Termination Fees was made as a courtesy to her, and our records indicate that she accepted the offer.  The final amount due on Ms. [redacted]’s account is $126.52, and no further credits will be issued to the account. I sincerely appreciate the opportunity to review Ms. [redacted]’s account, and provide information that I hope is helpful to her.  Should Ms. [redacted] have any additional questions, she may contact our Customer Service Department by dialing ([redacted]. Sincerely, [redacted] W. Customer Resolution Support U.S. Cellular

case [redacted] Revdex.com on 10/8 from [redacted] VSN "12/14/2015; We combined two different business accounts. 1/6/2016; Last invoice from US Cellular. Shows credit for phone, and we were charged for January hot spot. We paid this invoice in the amount of $106.02 with check #5342 1/15/2016; Contacted...

[redacted] at the Christiansburg, Virginia location. He stated the account closed on 12/14/2015 and that we would not be billed further for the hot spot. 8/20/2016; Collection notice received for non-payment of hot spot. We did not receive invoices or any other notice that we had outstanding debt with US Cellular. We had no knowledge that the account was still open and being billed Jan - May/June. Again, we were under the impression on 12/14/2015 that the account was closed and that it was paid in full in January. We are very disappointed that US Cellular did not contact us at all to resolve the issue prior to turning the account over for collection. We have been doing business with US Cellular for nearly 20 years. The outcome of this complaint will decide if we will do business with US Cellular in the future. We contacted US Cellular by phone to discuss resolution and spoke with [redacted] on 10/7/2016. She refused to allow us to speak to her Supervisor and terminated the call without resolution.""Adjust the balance of the delinquent account [redacted] to zero and notify the collection agency to cease collection. Update our credit report to reflect the balance as paid in full. Failure to comply with the terms will result in our company no longer doing business with US Cellular. We currently have eight cell phones active and in good standing with US Cellular on another account."had a 30 day hold placed on account through write off so that I can discuss the account with the customer since it is in collections. "Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr[redacted] complaint in which he states that his hot spot service was not cancelled as he believed it was on 12/14/2015 resulting in his account being sent to a collections agency. He states that a store associate also told him that the account was cancelled in full. Mr[redacted] says that he is very disappointed that U.S. Cellular ® did not contact him to resolve the balance before turning the account over to collections. To retain his business, Mr[redacted] says he wants us to forgive his account balance, notify the collection agency to cease collection, and update his credit report for him. He states that he will cancel service on another account he has with us if we do not comply with his terms. We appreciate Mr[redacted] giving us an opportunity to review this account for him. We will be happy to provide as much information as we can about the account and the situation leading up to its present collections status. We certainly do not want to lose Mr[redacted] business if an error has occurred. Reviewing Mr[redacted]'s account, I find no written documentation on his account leading up to the termination of his service. This account contained one basic cell phone and one USB modem.  The cell phone line of service was moved to another account on 12/14/15 cancelling it from the account in review. This transaction is known as a change of ownership and would have been conducted in a store. The USB modem was not moved to the other account. Mr[redacted]'s states he believed the line to be cancelled and a store location also advised him it was cancelled. At the time, the USB modem was still under contract for three and a half more months; so an early termination fee would have applied to any cancellation and Mr[redacted] would have needed to speak to our Solutions Consultants Department to cancel the line.Mr[redacted] states that he did not receive any contact from U.S. Cellular ® indicating that the modem was still active with us. However, seven more bills printed and were mailed to the same address on the account as the bill for $106.02 which Mr[redacted] states was the last bill he paid. Each bill showed a past due, unpaid balance as well as charges for the following month indicating that the service was still active. Then, on 5/19/16, our Financial Services Department notated on Mr[redacted]’s account that they called him and left a voicemail message for him to return their call regarding a past due balance and collection activity with this account and left a call back number to the Financial Services Department.  On 8/31 Mr[redacted] called and spoke with our Business Department regarding the collection agency letter he had received, and per our policy for accounts in collections we advised him that he must contact the collections agency directly to resolve the balance. On 9/1 we sent bill reprints at the request of the collection agency. These bills were delivered to Mr[redacted] at the same address to which they were originally printed and mailed when they were current monthly bills. Again, three days ago, Mr[redacted] contacted our Business Department and was again advised that he must resolve the balance with the collection agency directly. Mr[redacted] states that he was hung up on when he requested a supervisor. The account documentation indicates that Mr[redacted] ended the call while the associate was attempting to connect Mr[redacted] to her supervisor’s voicemail so that he could request a call back. We have reviewed Mr[redacted]’s complaint. We can find no error with the account. There is no documentation of a request to cancel the USB modem. Bills continued to be printed and sent to the same address as always for the USB modem which remained active until May 24th when it was suspended for non-payment and then subsequently cancelled on June 8th without a termination fee since the contract had been completed by that time. While our Financial Services Department was not able to speak with Mr[redacted] directly, we did make a good faith effort to advise him of the balance in May before the balance was turned over to a collection agency. Mr[redacted] will need to resolve the balance directly with the credit agency since this debt is no longer owned by U.S. Cellular ®. Making a payment to us would not resolve the debt, and we are not able to forgive this balance as it is valid based on the information we have on the account. Resolving the debt with the collection agency will allow the agency to report the account as paid to the credit bureaus that control Mr[redacted]’s credit report.Should Mr[redacted] have additional questions, he may contact our Customer Service Department at [redacted] If Mr[redacted] still feels that he may want to leave U.S. Cellular ®, we would urge him to speak to our Solutions Consultants Department so that we can discuss the matter with him further."

April 25, 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.  In his complaint, Mr. [redacted] states that he was moved to a new price plan and that he wants back on his old plan. Mr. [redacted] also states that we will not move him back to his old plan. Mr. [redacted]’s desired resolution in this matter is to move him back to his old plan. I can certainly understand Mr. [redacted]s’ frustration. We are always looking and implementing new price plans to meet the expectations of our customers whose needs are constantly evolving. For that reason, as new plans are introduced to meet those needs, retired plans are deleted. For that reason, unfortunately, we are not able to retrieve his prior plan at this point as it is no longer in our system. The most current plan that Mr. [redacted] now enjoys has far more benefits at even less cost. Individual line discounts for qualifying lines and 12 month upgrades are just a couple. In reviewing Mr [redacted]’s account we see that he wanted to take advantage of our tablet promotion for just $10 per month. This enhanced promotion was not available on his prior plan. His new plan is saving $48 per month over his prior plan with the same features. While Mr. [redacted] states that he did not want to change plans, he has given his wife the position of authorized user on the account. Any authorized user has the latitude to change price plans if desired which is what Mrs. [redacted] did in our retail location on 4/11/2016. I realize this resolution is not what Mr. [redacted] is requesting. However, it is not possible to return him to his prior plan. Please know that we will do everything possible to ensure Mr. [redacted] that he will continue to receive the best possible plan for the least expensive price when applicable. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted] Sincerely, [redacted] H. Customer Resolution Support U.S. Cellular®

November 23rd, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: 10958204Customer’s Name: 
Rachel [redacted]U.S. Cellular Account Number:  N/AThank you for contacting U.S. Cellular in reference to
the above complaint. We are in receipt of Ms. [redacted] rebuttal. In Ms.
[redacted] complaint, she states that US Cellular did a hard inquiry on her
credit rating on March 11th, 2014. She feels as this was not authorized and is
considered fraudulent. Ms. [redacted] further states that on several occasions
she tried to write letters and make calls to demand to have the unauthorized
fraudulent inquiry removed and the requests have been unanswered.We have reviewed Ms. [redacted] concerns. In Ms.
[redacted] rebuttal, she stated that the credit bureau had her contact us in
order to remove the hard inquiry from her credit score.  We certainly apologize for any inconvenience
as this was incorrect information provided to Ms. [redacted]. As communicated in
our previous correspondence, unfortunately due to the legality of this type of
request, it is not something that can be solved with a phone call or a RevDex.com complaint.  Ms. [redacted]
would need to file a dispute with the credit bureau that is supplying the
information and we would be able to follow the proper credit inquiry dispute
protocol at that time.We apologize for any inconvenience this may have
caused and look forward to receiving the credit bureau dispute so that we may
proceed in researching this matter further. Sincerely,Shannon CCustomer Resolution SupportU.S. Cellular®

January 18, 2016 Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611...

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

Initial Business Response /* (1000, 10, 2015/06/26) */
June 26th 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

Number: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]'s complaint regarding the cancellation of one of his lines of service due to data roaming violation.
Mr. [redacted] states that he was terminated due to use of roaming data, that the maximum is only 250 megabytes per month. Mr. [redacted]'s desired resolution is to receive an explanation of why there is a limit of data roaming, but not for calls or text messages.
I can certainly appreciate Mr. [redacted]'s concern regarding this matter. I can certainly understand how confusing it may be to have your Smartphone line terminated for data roaming violation, but yet your Feature phone line (which doesn't use data), remain active. In response to his concerns, I will be honored to review his account to address this matter and provide additional information he may find helpful.
We respectfully ask that Mr. [redacted] understand, the U.S. Celluar guidelines for roaming are that at least 50% of our customers monthly usage (voice and text message) must be in U.S. Cellular licensed markets and no more than 200 megabytes of data usage in any given billing cycle may be used in U.S. Cellular's non-licensed markets.
This information is included in our Customer Service Agreements that our customers; including Mr. [redacted], agree to when entering into a new 2 year contract with us. This information can also be found on our website by clicking the "Legal" hyperlink at the bottom of the page and then clicking on "Customer Service Agreement" in the "Use of Service" section.
Also included in the Customer Service Agreement, is the "Term/ Termination/ Early Termination Fee" section. This section states that "U.S. Cellular may terminate or suspend your service if you fail to perform any obligations of this Agreement including the restrictions and obligations in the paragraph regarding "Use of Service"....and may be assessed an Early Termination Fee.".
I am saddened to find that on June 19th 2014, Mr. [redacted]'s Smartphone line came under review for data roaming violation. On August 15th 2014, Mr. [redacted]'s data service was suspended for the remainder of the billing cycle for data roaming violation. On August 18th 2014, we spoke with Mr. [redacted] advising him of his data roaming terms of service and that the next step would be cancellation.
Mr. [redacted]'s Smartphone line had not exceeded his data roaming terms of service again until June 11th 2015 wherein his data services were again suspended. We attempted to reach out to Mr. [redacted] but were unable to reach him, wherein we left him a voicemail message. Later that same day, we were able to speak to Mr. [redacted] directly regarding this situation. We advised him that, with much regret, he would need to either cancel the line or port the number out or switch to a Feature phone by June 21st 2015 or the line would be cancelled. We also advised him that if the line was cancelled due to this situation, we would waive his early termination fee if he sent us back the phone. We then provided the address to mail the phone back.

We then spoke again with Mr. [redacted] on June 17th 2015 restating that due to the data roaming violation, he would need to either cancel the Smartphone line, port the number out to another carrier or switch the line over to a Feature phone by June 21st 2015 or the line would be cancelled.
I find that on June 22nd 2015, Mr. [redacted] Smartphone line was cancelled for data roaming violation. I am saddened that I do not find that we have received the phone back, therefore I find a pending Early Termination Fee of $318.82, which will appear on Mr. [redacted] following bill. If we should receive this phone back in good working order soon, we will then honor our offer, and waive said Early Termination Fee.
In closing, I find that at this time, there is a past due balance of $390.27 on Mr. [redacted]'s account. We would like Mr. [redacted] to know that if he is unable to make this payment right away our Financial Services Department may be able to offer him payment options to ensure his services are not interrupted. If Mr. [redacted] would like to find out more about his payment options, we respectfully request he contact our Financial Services Department directly at [redacted]
We have reviewed Mr. [redacted]'s complaint. We hope this information was helpful in addressing Mr. [redacted]'s desired resolution. We thank him for the opportunity to serve him today with pride and respect.
Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400.
Sincerely,
Robyn T.
Customer Resolution Support
U.S. Cellular

July 6th 2016 Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted]
[redacted]...

                                        Re: Complaint Number: [redacted] Customer’s Name: Mary [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 which she states when she started service with U.S. Cellular she was told by a store representative that her bill would be approximately $138.00 before taxes, fees, and adding a tablet to her account. Ms. [redacted] states that with the tablet added to the account her monthly bills would be $190.00 plus taxes. When she switched from [redacted] to U.S. Cellular there were several problems include the porting of her sons line, information transferred to the wrong phone. Lastly Ms. [redacted] states she was recently told her monthly services would be $245.00 plus taxes rather than the $190.00 plus taxes.   I certainly understand Ms. [redacted]s frustration of having to deal with so much in such a short period of time. I have reviewed Ms. [redacted]s monthly charges for her account. Prior to taxes and her Financing charges are added to her account the monthly charges would be $139.00 as the account stands now. While I read the memos on Ms. [redacted]s account I see that on July 5th, 2016 we agreed to allow her to return the tablet that is on her account. When Ms. [redacted] returns the tablet that will remove the charges for it from the account going forward. This will make her bills $137.00 with estimated taxes, but before her Financing charges are added to the account. With the financing charges included in this amount her monthly services would approximately $204.00.   Ms. [redacted] also stated she would like the Device Protection removed from her account to lower the bill. While I understand wanting to lower the bill I do need to let Ms. [redacted] with the removal of the Device Protection that if something were to happen to any of the devices on the account and they were unable to be used she would still be required to pay on the device. The Device Protection does allow to receive a replacement with a deductible and still having a phone she is paying on. Furthermore, if Ms. [redacted] has submitted for U.S. Cellular to pay off any contracts she may have had with [redacted] it is required to keep the Device Protection on the account otherwise she would not receive the payoff. However, I can remove it if she still wishes to do so. I do see that we have removed it off one line as of July 5th 2016. If we do remove the Device Protection Ms. [redacted] will be unable to add it back to the account until she purchases a new device.   I did review Ms. [redacted]s bill and see this as a normal first bill. There were a few days of proration for starting services a few days before the cycle ended along with the normal monthly charges and the Activation fees. The first bill will typically be higher than usual because all the above information. While reviewing Ms. [redacted]s notes I do see the rerates have already been completed. The current balance on the account is $313.86.   Ms. [redacted]s desired resolution is to waive all the Device Activation fees, total of $100, rerate her current bill with her 20% discount and she would also like to remove the Device Protection from all the line son her account. We can definitely remove the Device Protection if she still wishes to after the information provided above. Her bill has already been rerated as if she had the 20% discount from the start of services. In regards to the Activation fees we will only be able to waive half of the Activation fees to the account. The Activation fees are a valid charge on the account which helps complete the process done in the background to activate services on Ms. [redacted]s devices. I have removed two of the Activation fees from her first bill. This leaves a final balance on Ms. [redacted]s first bill of $257.69 due by July 22nd 2016. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted]     Sincerely,     [redacted] Customer Resolution Support U.S. Cellular®

November 23rd, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611...

                                        Re: Complaint Number:  [redacted] Customer’s Name:  [redacted] U.S. Cellular Account Number: [redacted]   Thank you for contacting us in regards to the above account.  We are in receipt of Ms. [redacted] complaint, wherein she states that her final bill does not reflect the correct cancellation date of September 28th, 2016, and the amount due is incorrect.  Ms. [redacted] would like for this error to be corrected.   U.S. Cellular knows that every penny counts, so I can understand Ms. [redacted] wishing to have her statement corrected.  I have reviewed the account, and I hope that she will find my information helpful.   Ms. [redacted] final statement was generated on October 26th, 2016, and includes credits for the cancellation of both her tablet and phone.  These credits are based on a final cancellation date of October 18th for the tablet and the data plan, and do not reflect the correct credit based on the date which Ms. [redacted] wished to have her service cancelled.    Adding these credits, in the amount of $31.67 for the data package, and $6.33 for the tablet, the new balance on the account is $38.79.  Per Ms. [redacted] agreement, we waived the $171.56 Early Termination Fee on her phone, and the tablet on line 3893 will continue to bill the monthly installment payment of $19.95 until the device is paid in full.   I sincerely appreciate the opportunity to review Ms. [redacted] account, and provide information that I hope is helpful to her.  Should Ms. [redacted] have any additional questions, she may contact our Customer Service Department by dialing [redacted]   Sincerely, [redacted] Customer Resolution Support U.S. Cellular

February 10, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] [redacted] Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]   Thank you for contacting U.S. Cellular in reference to the above account.   I am in receipt of Mr. [redacted] concerns regarding high bills due to data usage. Mr. [redacted] stated that his bills have had been high due to data usage and that he went to our stores to try to resolved the data issue at which time he was told to contact Customer Service. Mr. [redacted] stated he increased his data plan to no avail and felt like we did not attempt to resolve the issues and only wanted him in contract. He would now like a refund for services that he had.   I can certainly understand Mr. [redacted]’s concerns with the data charges. I hate to read that Mr. [redacted] feels as though we did not try to resolve his issues and only wanted to keep him in contract.   I have reviewed Mr. [redacted] account and show that he had a 3GB plan when he was incurring overage. After going over Mr. [redacted] contacted us in September of 2016 and we changed him to a 16GB plan to give him more data. In September we also adjusted Mr. [redacted] account for overage as a courtesy since was on 3GB plan and thought he was on a higher plan. Since changing plans Mr. [redacted] did not incur any additional data charges as he stayed within the 16GB plan that he was changed to. Mr. [redacted] contacted us again in November and we explained to him that we did adjust the data overage when we spoke in September, after that we did not hear from Mr. [redacted] again until January at which time he requested information on cancelling his service and did not want to go over any options he just wanted cancellation information.   Since we assisted Mr. [redacted] in September with a plan change as well as gave him credit for data overage, and then attempted to go over offers with Mr. [redacted] in January we will not be making any additional adjustments to the account as none are due.   Should Mr. [redacted] have additional questions, he/she may contact our Customer Service Department at ([redacted].     Sincerely,     [redacted]. Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 10, 2015/10/12) */
October 12, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXX
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 Ms. [redacted] correspondence. Ms. [redacted] stated there is a hard inquiry on her credit report placed on October 7, 2015 and she didn't apply for services nor has services with U.S. Cellular. Ms. [redacted] desired solution would be to have the inquiry removed from her report.
I am extremely disappointed to hear Ms. [redacted] received a hard credit check without her knowledge on October 7, 2015. I understand Ms. [redacted] concern with having the inquiry removed. Please know we would be more than [redacted] to help getting the inquiry removed. At this time, I would ask Ms. [redacted] to visit the local U.S. Cellular Store with a valid photo I.D. and we will provide her the next steps to dispute the inquiry. Another option would be to partner with the Credit Bureau and have the inquiry disputed.
Although my research did not produce the outcome Ms. [redacted] had hoped for, I would like to take this opportunity to thank Ms. [redacted] for her time and I appreciate the opportunity to address her concerns. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the credit bureau to dispute it they said a hard inquiry can't be disputed us cellular has to call an have it removed I contacted us cellular an got no help
Final Business Response /* (4000, 14, 2015/10/15) */
October 15, 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: NA
Thank you for contacting U.S. Cellular in reference to Ms. [redacted] concerns. Ms. [redacted] stated she contacted the Credit Bureau and was advised that U.S. Cellular would have to dispute the inquiry and have it removed. She also mentioned when she calls U.S. Cellular she gets no help. Ms. [redacted] would like that inquiry removed from her report.
We have reviewed Ms. [redacted] concerns and I would like to extend a heart fault apology for the inconvenience Ms. [redacted] has been through in regards to the hard credit inquiry in her name. She as well as U.S. Cellular does not want her to deal with fraudulent activity in her name.
At this time, I would respectfully ask Ms. [redacted] to reach out to a member of our Fraud Department to get this resolved for her in the timeliest manner. Please have Ms. [redacted] call
X-XXX-XXX-XXXX between the hours of 8:00am through 6:00pm, Central Standard Time, Monday through Friday.
We apologize for any inconvenience we [redacted] have caused Ms. [redacted] and we look forward to hearing from her so that we [redacted] proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

November 1, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] - US Cellular Customer’s Name: [redacted] U.S. Cellular Account Number: N/A   Thank you for contacting U.S. Cellular in reference to the above account.   We are in receipt of Mr. [redacted] complaint where he states that he is unable to use his data each month, and that U.S. Cellular is not willing to assist him with this problem. Mr. [redacted] also stated that his bill continues to increase, and we continue to charge him for service that he cannot use.   We definitely understand the frustration that Mr. [redacted] has expressed. We will be more than happy to review Mr. [redacted]’s account, so that we can come to a resolution and resolve these issues in a timely manner.   I have reviewed Mr. [redacted]’s account, and can see that he is on our Prepaid: Simple Connect $45 (before tax) - Unlimited Talk Text and 2GB High Speed Data Plan. This plan is billed at one set price each month, and will not increase because it cannot incur overages.   After further review, Mr. [redacted] has been able to utilize his data plan each month. However, after he reaches the 2GB High Speed Data included in his plan, he his automatically throttled back to 1X speeds which is much slower and takes longer to connect to the internet.   We have reviewed Mr. [redacted]’s complaint. The Prepaid: Simple Connect plan that Mr. [redacted] is on, is working as it is should and he is receiving full benefits of the plan. We understand that Mr. [redacted] would like to be able to access the internet more freely, and that he is need of a plan that will allow him to use more data during the month. U.S. Cellular does offer a Prepaid: Simple Connect $60 (before tax) –Unlimited Talk Text and 5GB High Speed Data Plan that may work better for Mr. [redacted].   Should Mr. [redacted] have additional questions, or if he would like to change plans he may contact our Prepaid Customer Service Department at [redacted]     Sincerely,   [redacted] Customer Service Support Team U.S. 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. Thank you for contacting U.S. Cellular in reference to the complaint listed above received February 10, 2016.  As a member of U.S. Cellular’s Customer Resolution Support Team, I am responding to the complaint filed by Mr. [redacted].   Mr. [redacted] states his calls to customer service were due to not honoring the quoted price that he agreed to when he changed his plan. Also that he was told that he can add and remove phones as needed with this plan as long as he stayed on a shared plan. Mr. [redacted] is asking for his early termination fee to be reversed because he was told he could add and remove phones at any time and feels unrewarded after having service with us for thirteen years. I want Mr. [redacted] to know we value him as our customer and we do not take his loyalty with us for the past thirteen years lightly.  I sincerely apologize for any confusion we may have caused Mr. [redacted] on his previous billing statements. As he mentioned, he did call into Customer Service and the issues were resolved as advised in the first communications. In regards, to adding or removing phones as needed, Mr. [redacted], is correct. On any of our plans he is welcome to add a line or remove a line, however; Mr. [redacted] would be reasonable for any contract time remaining on the lines if he cancels the line early. Consequently, canceling line -9264 before the contract ended, an early termination fee has applied to Mr. [redacted]’s account. At this time, we have offered to waive a third of the early termination fee which would be $91.53 credit off the $274.59 billed to Mr. [redacted]’s account. Another alternative would be for Mr. [redacted] to bring his number back within the next 60 days and continue with the current contract time and we can reverse the full termination fee. As stated previously we offered to waive 1/3 of the cost of the early termination fee for line -9264.  This offer will be available for 7 days, which ends on February 16th.  If Mr. [redacted] chooses to take advantage of the offer we will be happy to apply the adjustment. Please have Mr. [redacted] reach out to our Solutions Consultant Department at the number provided below. I would also like to mention Mr. [redacted] currently has a balance of $270.27 which is past due. If he needs more time with making this payment he can contact Financial Services and they will be happy to see what options are available.  Although my research did not produce a new outcome Mr. [redacted] had hoped for, I hope we can continue our business relationship with Mr. [redacted].  I appreciate the opportunity to address his concerns and once again would like to thank him for his service with us.  Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] K. Customer Resolution Support U.S. Cellular®

October 21, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

in reference to the above account. I am in receipt of Ms. [redacted] complaint in which she details the changes she made with service providers, the time she spent in the store to reactivate her service, the different answers she received related to keeping her old plan and waiving the ETF's, the contact she made with U.S. Cellular to remove the ETF's, payments that have not properly been applied to her account and her account being turned over to a collection agency. Ms. [redacted] requests that U.S. Cellular update her credit report, waive all ETF's and a refund of excess money owed to her within 30 days. Further, Ms. [redacted] requests that we compensate her for lost wages, late fees and interest if it takes beyond 30 days.
My name is [redacted] and I appreciate the opportunity to review Ms. [redacted] complaint. We would like to sincerely apologize to Ms. [redacted] for the frustration she has experienced. It is never our intention to cause our customers angst, especially to the point of cancelation. I hope to provide information Ms. [redacted] will find helpful.
On September 3, 2013 Ms. [redacted] upgraded both of her phones with a two-year agreement. At that time U.S. Cellular had recently undergone a complete billing system change. Unfortunately, many changes took much longer than normal during this time period and we are truly sorry the process to upgrade Ms. [redacted] phones took hours.
On January 18, 2015 one of Ms. [redacted] lines was ported to another service provider followed by the second line on January 23, 2015. Because the two-year agreement was broken, Ms. [redacted] was assessed an ETF that latter appeared on her bill dated: 2/6/15.
On February 1, 2015 Ms. [redacted] contacted our Customer Service Department to discuss the process of returning to U.S. Cellular. She was advised to visit the store to begin the process of restarting her account. During this interaction we incorrectly advised Ms. [redacted] that she would be able to keep the same retired plan, Family Premium Plus, she had prior to porting her numbers out.
On February 2, 2015 Ms. [redacted] visited our store on [redacted] and worked with our Sales Associate, [redacted] was unable to reinstate Ms. [redacted] account with the retired plan and she contacted our Customer Relations Department. [redacted] from our Customer Relations Department advised [redacted] we would be unable to reinstate the retired plan. [redacted] then spoke with Ms. [redacted] to let her know we would be unable to activate her old plan. According to our notations, [redacted] told Ms. [redacted] in order to return to U.S. Cellular she would need to activate on a new plan with a two-year agreement. Further, she would be eligible for new phones as of July 3, 2015 and she should contact U.S. Cellular once she received the billed ETF's to have them removed. Ms. [redacted] left the store with our 1GB Shared Connect Plan and two temporary numbers that were used until her numbers were ported back to U.S. Cellular. On February 4, 2015 Ms. [redacted] called our Customer Service Department to change from her temporary numbers to her ported-in numbers.
Prior to porting her numbers, Ms. [redacted] had a bill dated: 1/6/15 that showed a balance of $312.75 due 1/31/15; this included $94.72 in past due charges and $213.08 in current charges. We received a $100 payment on 1/21/15 leaving a balance of $212.75. After porting her numbers out and back in, a bill dated 2/6/15 showed a balance of $736.51 due 3/4/15; this included $212.75 in past due charges and $523.76 in current charges of which $458.60 was ETF charges. On 2/18/15 we received a payment of $100. A bill dated 3/6/15 showed a balance of $784.26 due 3/31/15; this included $636.51 in past due charges and $147.75 in current charges. We received a $100 payment on 3/19/15 and a $200 payment on 3/30/15 leaving a balance of $484.26.
We do not have any documented interactions with Ms. [redacted] between February 4th and April 6th. On April 6th Ms. [redacted] contacted our Customer Service Department about her balance. We discovered the ETF's had not yet been removed and a request was submitted to remove the ETF charges from her bill. This request was completed on April 7th when a credit of $458.60 was applied to Ms. [redacted] account. We also received a payment of $200 on April 7th leaving a credit balance of $174.34 on the account.
On April 12th, we received a port-out request for both of Ms. [redacted] numbers. We were truly saddened to see this. Also on this date, the bill dated: 4/6/15 posted and the account had a credit balance of $36.98. Two ETF's were generated on the bill dated: 5/6/15 because the two-year agreement required for the 1GB Shared Connect Plan Ms. [redacted] selected when she returned to U.S. Cellular was not fulfilled. The final balance was $493.98 due 5/31/15. There were no late fees added to this balance. We do not have any documented interactions with Ms. [redacted] beyond April 11th when she called for her account number.
On September 11th we turned over the balance of $493.98 to a collection agency. U.S. Cellular does not directly report to the credit bureaus. We require the collection agencies we work with to wait a minimum of 30 days to report unpaid balances to the credit bureaus. We want to provide our customers every opportunity to ask questions and pay off their balances before their credit is impacted.
On October 1st we received a request from the collection agency Ms. [redacted] account had been placed with to provide bill reprints and a copy of Ms. [redacted] contract. On October 14th the collection agency returned Ms. [redacted] account to U.S. Cellular because they received a cease and desist request from her.
At this time the balance owed to U.S. Cellular is $493.98. We kindly ask that Ms. [redacted] remit payment to U.S. Cellular to clear this balance. Upon Ms. [redacted] request, we would be happy to mail a copy of the two-year service agreement she signed on February 2nd that led to the ETF's that make up her balance.
We want to encourage Ms. [redacted] to make sure her payment to U.S. Cellular has posted by December 4th, 2015 at 5pm Central Time. Payments can be made over the phone, in store or via mail. We would certainly hate to see this happen, but if Ms. [redacted] is unable to remit payment her account will be turned over to an outside collection agency.
We are truly sorry for the frustration Ms. [redacted] has encountered. We want to reassure Ms. [redacted] her current balance of $493.98 is valid and all erroneous charges were removed from her account on April 7th. Should Ms. [redacted] have additional questions or want to make a payment, she may contact our Customer Service Department at [redacted] We are available daily from 6am-11pm Central Time.

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

October 21, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

U.S. Cellular(r) in reference to the above account number. We are in receipt of [redacted] correspondence concerning her upgrade options. I do apologize for the delay in our response and I welcome the opportunity to address her concerns.
I'm sorry to hear of [redacted] concerns surrounding our current upgrade options. The decision was made several months ago to require a Retail Installment Contract (RIC) with our retired plans as U.S. Cellular(r) found as a company we were experiencing heavy losses in phone sales. Over the course of a year it would be possible for us to lose around 1/2 a billion dollars in phone sales. If we were to continue down that path, we wouldn't remain a company very long. As a way to combat this we started requiring the RIC as a way to reduce our loss. This also allowed us to help offset the additional month cost of the phone by offering a discount to that particular line. For our customer on our retired plans such as [redacted], we encourage them to move to our newer plan options as the generally provide greater flexibility and can offer more service for the same money. For example, [redacted] current plan with 1000 minutes, unlimited message, and five of her six lines have 2GB of data works out to be $284.99 a month before taxes or regulatory fees. As her plan stands now, our new pricing options would give her unlimited minutes, unlimited messages, and 10GB of data to share among the five smartphones and would be $265 a month before taxes and regulatory fees. The RIC also helps provide options for faster upgrades which can allow our customers to acquire new devices faster. This is becoming the industry standard as the majority of the major cellular providers are moving to the RIC option over subsidized pricing
With the new plans, we are able to remove the discount if the customer wants to purchase a device at a promotional or discounted price. On our retired plans if she does not want to purchase the device using a RIC we are able to see the phone at full retail price.
In this instance, we will grant a one-time exception to Elaine to upgrade a phone at a subsidized price. She is welcome to visit a U.S. Cellular Store or partner with our Telesales team and they can process the request for her. Please be aware this is a one-time exception and this allowance will not be granted in the future unless a change is made to a plan which allows for the purchase of equipment through discount pricing.
If at any time Elaine 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 611 from your mobile phone or by dialing 888-944-9400 from a 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 her.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

1/19/2018 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: [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 in which he states that he was not notified before service was suspended. He is requesting to have the service reinstated.   Mr. [redacted] was suspended as he violated the terms of service. Unlimited voice: may not be used for conference calling, continuous call forwarding or other connections that do not consist of uninterrupted live dialogue between two persons. U.S. Cellular may, in its sole discretion, block access to certain categories of numbers (e.g,. 976,900, and international designations. The phone was suspended due to excessive usage. Mr. [redacted] can find the terms and conditions of his service on the US Cellular website at https://www.uscellular.com/site/legal/customer-service-agreement.html   In this policy it is outlined that US Cellular can suspend or terminate service without notice if there is violation of service. The account must be in good standing. And since the Mr. [redacted] violated the terms of service we have the ability to suspend or cancel without notice.   We have reviewed Mr. [redacted] complaint and unfortunately we will not be able to restore his service due to the violation of the terms of service.   Should Mr. [redacted] have additional questions, he/she may contact our Customer Service Department at [redacted].     Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

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

Complaint: [redacted]
I am rejecting this response because:The company is asking for information that I can't provide, and should be unnecessary.The only info I can provide is my home phone # [redacted], my cell # [redacted] and Additional info meid [redacted], Mdn # [redacted] Order [redacted] from the order slip that came with the product.If they are asking for other information, they are just playing games hoping that I will give up.Just do the right thing so we can move on.Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm not sure why US Cellular keeps referring to my "bill" ? I called and canceled all services well  before any service was ever provided. I have stated before that the money CAN NOT be applied to my original credit card now because a month after this fiasco of customer service started my purse was stolen with that card! To say I have received poor service is accurate. I am appalled at  the lack of notation after speaking at length with many different reps from this company. I just recently received another "bill" please just issue me a check for these funds like I requested on my fourth phone call. I am shocked that this company is making me spend so much time over 142 dollars To say I Am disappointed is an understatement. I wait for their "final bill" and see what happens going forward. I am not convinced they will return my monies.
Sincerely,
[redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because:I find it interesting that US Cellular keeps stating that we did not follow up  and are holding us accountable for our actions, yet they are in no way holding their employees accountable for their actions.  We should not have to follow up for a package that an employee said they would send.  That is not our fault that an employee did not follow through with what they were suppose to do.  This company is constantly making it impossible to communicate, understand, or follow through with anything.  When you talk to 5 different people and all 5 people tell you different things, and then you make a complaint and that person tells you a 6th different story, how are we to know which person to believe and which person is giving us the proper instructions?  We don't.  This seems to be the way US Cellular operates.  Keep you confused but damn sure wants your money even if they are at fault.  Also, they state that they spoke to my wife, that my wife discussed having the phones unlocked, however, my wife was not the account holder and could not officially make that decision.  After all, they would not accept the Revdex.com complaint that she filed because she was not the account holder.  That is why I refiled one.  What is the difference?  They cannot respond to a complaint that she filed, but they can listen to her on the phone and go against what I requested when I asked for a return package?  She was not the account holder and therefore could not override what I discussed with the representatives.  After all, I am the official account holder and therefore she had no authority with the contract anyway.  I was told I would receive a return package and never did.  That is the point.  I was never told 60 days, they knew the address we moved to as they were able to get it to a collection agency, and it is not my responsibility to make sure their employees do as they say they will.  Don't feel that it is fair at all that I am fully accountable and their employees get by with lying and not carrying out their job responsibly.  I would be fired if I did that at my job.  Finally, I have had service with [redacted] in that past and can honestly say that these companies NEVER acted or treated us the way US Cellular did.  I would never ever do business with US Cellular again and have made sure to let all of our friends and relatives that are in the coverage area know how they have done so that they will not use them either!  Even my employer left them before I moved.  That should say something about these crooks.  Now I am stuck with phones that I cannot use, that are not unlocked, cannot be unlocked unless we drive hundreds of miles, and now they say they will not take back!  Unreal!!
Sincerely,
[redacted] A [redacted]

Complaint: 11012400
I am rejecting this response because: We did not add a line. In the store, in 2011, we upgraded service on two phones to Samsung galaxy s4. The clerk helping us assured me that there were only two phones on the account, for the only two devices we have, phone numbers [redacted] and [redacted]. You  had to be fully aware that we had no knowledge of the extra line, as there is not a third phone. This is not an acceptable resolution. It is completely wrong. I have been a loyal customer for many many years, and have numerous friends and 
Sincerely,
Ronald [redacted]