Merchant Retail Credit Association

m wife called and was advised that it would only be 2 days before the rebate would send.  She called again on 2.11.16. 5.27 pm and they told her it would only be a couple more day before they send the refund.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

November 4, 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 Ms. [redacted] complaint which she states that she had purchased a [redacted] Galaxy S8 through our retail installment option with U.S. Cellular. Ms. [redacted] states that the device will not receive any text messages and has very limited reception for phone calls. Ms. [redacted] states that she has spoken with a local store and customer service where she was explained it is a known issue with the Galaxy S8. I certainly understand her concerns.   After reviewing Ms. [redacted] account I see that she did speak with our Solution Consultants department where she was offered for us to accelerate the retail installment to allow her to trade in her Galaxy S8 and start a new Retail installment with a different phone of her choice. Our Solution Consultants department did in fact due that by accelerating $411.60 then crediting that from her account, making Ms. [redacted] line eligible for upgrade.   At that time Ms. [redacted] was made aware that this was a known issue and that [redacted] themselves were working on a resolution to fix the issues she had experienced with her Galaxy S8. However, the release of the software update that would fix the issues had yet to be released by [redacted]. Unfortunately, U.S. Cellular cannot release that update until it is provided by [redacted].   Ms. [redacted] desired resolution is that U.S. Cellular allows her to upgrade at no extra cost out of pocket to her. Unfortunately, U.S. Cellular will be unable to provide this resolution to her. As there is a fix that is set to be released by [redacted] to resolve the issues she had experienced. If Ms. [redacted] would still like to upgrade she can do so by paying the taxes up front on a new device which could then be credited by U.S. Cellular once they reflect on her billing statement.   Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

December 9, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted]Customer’s Name: [redacted]U.S. Cellular Account Number:  [redacted]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 with the expectation that he would receive
$350.00 towards the payoff of his cancellation fees with the previous provider.
Mr. [redacted] states he was advised to submit his final bill with any Early
Termination Fees listed on the page that itemizes the charges. Mr. [redacted]
states that his first submission was denied stating his bill wasn’t specific
enough. Mr. [redacted] states that he was then offered an account credit, that he
accepted, and then it was never applied. Mr. [redacted] states that the second time
he submitted for the rebate he was advised it was denied because he never
submitted a device. Mr. [redacted] states that he asked several times if it was
required that he turn in his old phone and was told it wasn’t. Mr. [redacted] would
like U.S. Cellular to send him a gift card, in the amount of $350.00, as
offered during this promotion. Mr. [redacted] also requests that U.S. Cellular
contact the credit bureau to clear this up.It’s my pleasure to assist Mr. [redacted] with this
matter. I have reviewed Mr. [redacted]’s account and find that there is no
documentation that we advised Mr. [redacted] of the requirement to turn in a phone.
On October 6, 2015, we replied to Mr. [redacted]’s email with the requirements for
our Contract Payoff promotion. There was no mention of turning in a device. We have reviewed Mr. [redacted]’s complaint. I have
reached out to our Rebate department and arranged for Mr. [redacted] to receive a
prepaid debit Mastercard in the amount of $379.09 for the full cancellation fee.
Mr. [redacted] should receive the card within the next 8 weeks. In regards to Mr.
[redacted]’s request that U.S. Cellular contact the credit bureau, regretfully we
are not able to do this. I apologize for any inconvenience this may cause Mr.
[redacted]. Should Mr. [redacted] have additional questions, he may
contact our Customer Service Department at [redacted]Sincerely,[redacted]Customer Resolution SupportU.S. Cellular®

November 18, 2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted]Customer’s Name:  Sandra [redacted] U.S.
Cellular Account Number:  [redacted]CLAXTON AUTO
SALESThank you for contacting...

U.S.
Cellular in reference to the above account. 
I have received Ms. [redacted] complaint in which she describes that
after being a U.S. Cellular customer for years, she no longer wanted a contract
and preferred to go month to month.  Ms.
[redacted] states that she purchased an iPhone after hers had been damaged and
wanted to simply place her number on the phone purchased.  She states that she advised that she did not
want a contract at that time.  Ms. Cameron
continues by explaining that everything was okay until she was sold a tablet
with accessories; at which point she was placed on a 2 year contract.  She explains that she was not told this
upfront and feels that this was deliberately and sneakily done when she was
told to sign for the tablet.  She further
explains that the paperwork was not explained and she was not given a
copy.  Ms. [redacted] states if it had been
contract she would not have signed it. 
She also states that she has not been able to get a remedy to this
matter from U.S. Cellular.  Ms. [redacted]
desired resolution is to have U.S. Cellular drop the $500.00 fee for leaving.I can certainly understand
the concern Ms. [redacted] may have.  I know
how important it is to have a full understanding of what will happen next in
order to know how to make your next decision. 
I apologize for any confusion or miscommunication that may have occurred
while making this purchase.  I am more
than happy to review the account and assist further. In review of the
account, I show that prior to November 11, 2015 both cell phone lines were no
longer under contract and had been on month to month services.  Per our notations, Ms. [redacted] visited our
store location in search of a new battery for her phone; at which point she was
advised that we do not have any batteries in store.  At this point, information was provided to
Ms. [redacted] regarding our plans and the possibility to save money; however, it
was noted that no changes were to be made at that time.  It is further noted that Ms. [redacted] had
mentioned that she may be cancelling and going to another carrier; at which
time we explained how our plans are better. On this same day,
there are notations of an iPhone phone being activated to the line ending in
-2262 as well as a new line being added to the account for a tablet.  Because the tablet was purchase to account,
this required a plan updated to allow for data usage on the tablet line.  All of our currently active plans require a 2
year contract renewal.  This information
would have been listed on the paperwork signed by Ms. [redacted] at the time of
purchase.  Ms. [redacted] would
have been provided the paperwork at that time to review prior to signing to
ensure that the information is what was expected and agreed upon.  Since Ms. [redacted] agreed to this information
by signing the paperwork, this would make the contract correct. In further
review, I have verified that Ms. [redacted] has returned the tablet line within
the 15 day guarantee as of November 16, 2015 and was therefore let out of the
contract for the tablet line with no Early Termination Fee billed.Should Ms. [redacted] have additional questions, she may
contact our Customer Service Department at (888)944-9400.Sincerely,Quita M.Customer Resolution SupportU.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. They were very prompt when contacting me directly and assured me they will make this right. Thank you for all your help!
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/05/20) */
[redacted] 19, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I understand that Mr. [redacted] is disputing the contract on his lines that resulted from a recent plan change. Mr. [redacted] states that he was not told that all the lines would be under contract by changing to the new plan. Mr. [redacted] would like to cancel one line without an Early Termination Fee as a resolution.
Ms.[redacted] I will be [redacted] to review Mr. [redacted]'s account to find a fair resolution.
I have reviewed Mr. [redacted]'s account and I see where he upgraded one of his lines recently and moved to a new plan. I show the contract on file that includes all three numbers. Mr. [redacted] was provided a copy of this agreement on the February 27th, 2015. I understand Mr. [redacted] is a long time, loyal customer of U.S. Cellular(r) and we appreciate his business, however I am unable to waive any Early Termination fees on his account.
Mr. [redacted] stated that he asked the representative about cancelling one of the other lines in the future if he was offered a new job with a company provided phone. He has three lines on his account and we offered to allow him to cancel one line without a fee. The line could not be the line that recently purchased a new phone. This was what Mr. [redacted] originally say's he requested in the store the day he changed plans. We have accommodated this request and Mr. [redacted] declined the offer. The [redacted] line was the line that Mr. [redacted] upgraded and because of this the line is not eligible to have the Early Termination fee waived.
Ms.[redacted] we truly value our relationship with Mr. [redacted] and I am willing to waive one Early Termination Fee upon cancellation of one of the two lines that did not upgrade recently. This was what Mr. [redacted] originally requested and is a fair resolution for both U.S. Cellular(r) and Mr. [redacted]. I hope Mr. [redacted] agrees and we can continue providing the excellent service and coverage he has come to expect.
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, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe the representative understands what I want to do, and that is pretty apparent by the response.
I WANT TO KEEP THE XXX-XXX-XXXX phone number, which is WHAT I WAS TOLD I COULD DO BY THE US CELLULAR REPRESENTATIVE.
I want to cancel the plan that is currently associated with that phone number - the old voice only plan, which should not be under contract, according to the US Cellular representative when I bought my new phone. I want to keep the new phone, and honor the contract for that new phone, but use the XXX-XXX-XXXX phone number instead of the one assigned.
Alternatively, I would like to be able to port that phone number (XXX-XXX-XXXX) away from US Cellular and cancel that line without termination penalty.
I am not asking for anything that I was not promised when I bought the new phone. If US Cellular has a problem with that, then perhaps they should invest more money in training THEIR employees not to misinform customers to get a sale. I am appalled that I have to be upset about this and waste my time to just get what I was promised.
Final Business Response /* (4000, 18, 2015/06/02) */
June 2, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]s response. I apologize that there still seems to be a misunderstanding on what Mr. [redacted] has been requesting. I understand that currently Mr. [redacted] would just like to port one of his lines to Google Voice.
Ms.[redacted] upon review of Mr. [redacted]s account, I see that he has ported one of his numbers to another provider. Mr. [redacted] stated in his rebuttal "I would like to be able to port that phone number ([redacted]) away from US Cellular and cancel that line without termination penalty." This is what we offered to do for Mr. [redacted] and this is the line that he ported out.
With Mr. [redacted] porting this number out and with U.S. Cellular(r) waiving any Early Termination Fee associated with this line, I believe we have found a resolution. We thank Mr. [redacted] for the opportunity to assist him.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (2000, 20, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While this was not the preferred solution to the situation, it will work. I consider this matter closed.

September 6, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted]...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint stating that the service that she is received isn’t good while doing business in Raleigh, NC. She stated she is quickly running out of data that she uses for business purposes while there. She states that when she contacted us she was told that she would have to pay for more data in order for the data to work. She is requesting that we refund her account for the unused data or give her more data to use.   I understand how frustrating it must be for Ms. [redacted] to experience issue with her data service while she is in Raleigh. We understand the importance of making sure that she has all functionality of the device at all times. I will be more than happy to review the account to provide more information on this issue.   Upon review of our coverage map it shows that Raleigh, NC is not within our coverage area. With that location not being in our service area we have roaming agreements with other providers that allow us to only use 400 MB of data off of their network. When Ms. [redacted] is in Raleigh her device should indicate that she roaming. That indication should appear as an “R” above the signal bar, a triangle above the signal bars, or the phone would indicate extended area. With that being the case she will limited on the coverage that she will receive for data.   Within the terms and agreements of our service that is also specified as well. The section of the terms and agreements state:   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 400 MB of your data usage in any month for each device on your account may be used in U.S. Cellular's non-licensed markets. The customer address or business address for business accounts (not the billing address if different) will be deemed to be the primary place of use of Service for all devices on this account for purposes of calculating certain taxes, surcharges and fees. You agree to inform us of any changes in your customer address or business address for business accounts which must always be within U. S Cellular's licensed markets.     It shows that Ms. [redacted] contacted us on August 14, 2016 in regards to not being able to use her data. At that time we advised her that the location is in partner coverage and the limitations that she would experience while there. As of August 29, 2016 Ms. [redacted] called and wanted to get information on her data and at that time we advised of the same information previously provided and she requested a supervisor. The supervisor she escalated to advised her that she would be limited to 400 MB of service and as a one-time courtesy we would unblock the data on the account, but we would not unblock it going forward due to our agreements that we have. She reached out to us on September 3, 2016 requesting to get a higher data package; however, we do not have a separate data package to purchase. The plan that she has on the account is a simple connect $35.00 unlimited talk and text and 500 MB of data.   Ms. [redacted] is getting the majority of the data she is paying for. If the device was used within a U.S. Cellular licensed market area she would get all the data she is paying for each month. Unfortunately, we do not offer a separate plan that would allow her to have more data since she is not within the coverage area when she is using the data each month. We also would not be able to provide her with a refund on the account as the service is being used. Although her data has been slowed down she is still able to use the data. She has used a total of 1.24 GB of data since August 14, 2016, which is more than double the amount she is paying for each month.   We have reviewed Ms. [redacted] complaint and at this time we will not be able to honor her request to refund her account or supply her with more data. The above information that has been provided is reason enough to show that we have advised Ms. [redacted] multiple times on the terms of our service. She has also exceeded the amount that she pays for on a monthly basis as well.   Should Ms. [redacted] have any additional questions, he/she may contact our Customer Service Department at [redacted].     Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

October 19th 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: Marge [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]' complaint.
Ms. [redacted] states that she received a phone and had it two days when it stopped working properly. Ms. [redacted] states that when she called in and was advised that the phone could not be fixed. Ms. [redacted] states that she was also advised that the phone would not be replaced for the amount that she paid for it. Ms. [redacted] states that she had a $25.00 Loyalty discount and was advised said discount would not be honored. Ms. [redacted] states that as such, she was advised that she would have to pay full retail price to replace the phone. Ms. [redacted] states that instead, she cancelled the account. Ms. [redacted] states that what she really wanted was a replacement phone.
Ms. [redacted]' desired resolution is that "they" refused to replace the phone for the amount she paid so "they" cancelled her account.
We have reviewed Ms. [redacted]' concerns. Because we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in her submission.
Please advise Ms. [redacted] to resubmit this complaint with the information requested above and we will be happy to address her concern at that time. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.
Sincerely,
[redacted] T.
Customer Resolution Support
U.S. Cellular(r)

February 3, 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 Ms. [redacted] complaint regarding the cancellation of the tablet on her account.  I understand that what Ms. [redacted] was told regarding her tablet seems to be different than what is reflected in her most recent bill.  I will be happy to address her concerns.    Ms. [redacted] most recent bill began processing on January 10th and included the charge for the data package that she had at that time of $5,  the monthly service charge for her tablet of $10,  as well as the $16.67 installment charge for the tablet.  Ms. [redacted] spoke with a member of our Solutions Consultants’ team on January 12th and we agreed to cancel her tablet and allow the remaining installment charges of $16.67 to continue to bill through the statement that will process on September 10, 2017.  Because we cancelled her tablet two days after her January 10th bill began processing, that bill did not reflect the changes that were made on February 12th to the monthly service charges.  On Ms. [redacted] February 10th bill, she will receive credit back for the unused monthly service charges from January 12th through February 11th.    At this time, the current balance on the account is $33.93 and is due tomorrow, February 4th.  Going forward, Ms. [redacted] can expect to receive a bill that only has charges for the monthly installment fee of $16.67.  If Ms. [redacted] pays the current full balance of $33.93, her February 10th bill will be less than the normal $16.67 due to the prorated credit she will receive for the unused monthly service.   I am sorry that the fact that her January bill began printing right before she cancelled her tablet caused her to think that our associate had not done as she asked.  We have set the remainder of the payments on the tablet up as she requested and she will not be billed the full remaining balance of $133.36 at one time.  Once she has paid the final payment that will be shown on the September 10th statement, she will have no other charges from 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®

August 19, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]     Thank you for contacting U.S. Cellular in reference to the above account.  We are in receipt of Ms. [redacted] complaint regarding our Refer-A-Friend promotion.  Ms. [redacted] stated that she received a text message that said:  U.S. Cellular Msg: Hurry and get 12GB Bonus Data for referring friends to U.S. Cellular, PLUS A $50 promo card for EACH SUCCESSFUL REFERRAL.  Ms. [redacted] noted that she did refer a friend(s) but has not received the data that was mentioned in the text message.  She states that she spoke with multiple Representatives that were not aware of the promotion and that her friends would need to start and account with U.S. Cellular for her to receive the extra data.  Ms. [redacted] stated that the text did not state the details, only that she had to refer a friend to receive the extra data.  She noted that she feels this was a bait and switch.  Ms. [redacted] desired outcome is to receive the 12 gigabytes of extra data that the message stated.  I would be happy to review Ms. [redacted] account and provide information that I hope she finds helpful.   I can truly respect Ms. [redacted] concern with not receiving the extra data that was mentioned in the text message that she received.  If I followed the instructions on a promotion that I received, I would expect to receive the benefits from that promotion.   I would like to apologize for any confusion about the promotion that was provided to Ms. [redacted] when she was speaking with our U.S. Cellular Representatives.  This is a current promotion and the text message that was received is valid.  I would like to explain the promotion so the details are clear.    Existing Customer registers for the program Existing Customer refers friends Friend responds by activating a new account and new line or lines After activation friend registers and is automatically paired to referrer Referrer and Friend are sent $50 closed loop promo card for every smartphone activated (after validation of eligibility).  The 12 gigabytes will be applied 1 gigabyte per month for 12 months. After the Friend registers, the entire payout process should take about 6-8 weeks.   For Ms. [redacted] to receive the extra 12 gigabytes of data, the person she referred needs to start a U.S. Cellular account and register online.  Due to the situation, I have applied the extra data at 1 gigabyte per month for the next 12 months.  I have also applied a credit of $50.00 to Ms. [redacted] account.  I hope that this is satisfactory and meets Ms. [redacted] desired resolution.   Should Ms. [redacted] have additional questions, he/she may contact our Customer Service Department at [redacted]     Sincerely,     [redacted] Customer Resolution Support U.S. Cellular®

January 22, 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 Ms. [redacted] rebuttal, wherein she states that she is not able to switch to paper billing, and she reiterates that she is not being informed regarding status changes on the progress of the work tickets.   I certainly understand Ms. [redacted] frustration with this situation, and I welcome the opportunity to further address it for her.   Ms. [redacted] account reflects that paperless billing is still selected. If she cannot switch to paper billing in her My Account, we can manually send her paper bills, as offered in our initial response. Additionally, she has the option of viewing her detailed bills at one of our retail stores. I do apologize for any inconvenience.   As mentioned in our initial response, the issue with not being able to make online payments is currently being addressed by our IS Support Department, and will absolutely be resolved as soon as possible. In the meantime, Ms. [redacted] can make payment by visiting one of our retail stores, calling our Customer Service Department, or mailing in a check or money order. Once again, I apologize deeply for any inconvenience.   We have already agreed to follow up with Ms. [redacted] on the progress toward resolving this issue. Of course, she is always welcome to call in for a status update whenever she desires.   Given the fact that U.S. Cellular is already doing everything we can to resolve this issue as soon as possible, and keep Ms. [redacted] informed, we respectfully request that this case be closed.   It has been my pleasure to address this issue for Ms. [redacted]. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at [redacted].   Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 5, 2015/06/12) */
June 12, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am receipt of Ms. [redacted]'s complaint stating that about three weeks ago she made a payment on her account using her phone in an area that she doesn't get very good reception. She stated that due to not getting good reception her payment didn't go through and she didn't know it at the time until her service was disconnected without any warning. She stated that she called and one of our agents advised her it was not for insufficient funds it just didn't go through and the payment was processed again. She stated that she got a letter in the mail from us advising her that she could not make any payment with her checking account because we were blocking that form of payment. She stated when she called back regarding this she reached an agent that advised her that she would have to make her payment by cash or credit card. The resolution she is seeking is a call from our corporate office, an explanation of why she received the letter, and why we are blocking that form of payment from her.
Ms. [redacted] I would first like to apologize on behalf of U.S. Cellular for the way Ms. [redacted] has been treated. We greatly appreciate Ms. [redacted] for being such a loyal customer for over 15 years and sticking with our company. We know that she has many choices in the wireless industry that she can choose from. I will be more than happy to review Ms. [redacted]'s complaint and provide additional information regarding this matter.
Upon review of Ms. [redacted]'s account it shows that a payment was made in the amount of $185.96 on May 20, 2015. That payment was for two months of service. It included a balance from a bill that was due on April 20, 2015 and May 21, 2015. When we did not receive the payment in April we sent out two notifications regarding the account balance on April 26, 2015 and May 6, 2015. We sent out those messages as a courtesy to Ms. [redacted], as the bill is the indicator as to when your balance is due. Although she was a month past due when she made the payment we had not suspended her service prior to this, as we do not have a grace periods after the balance is past due. The payment was backed out on May 27, 2015. She is correct it was not due to insufficient funds it was due to the wrong account number being entered when making the payment. If the payment was made on Ms. [redacted]'s phone the payment information would have been displayed on the phone screen for her to verify what was being entered regardless of the reception she had in the area.
As of May 27, 2015the services were suspended for non-payment until we were able to receive certified funds on the account. We consider certified funds as either by cash or a credit card. Instead of making it by either of those means the payment was made by check again. That payment was cancelled by us because at that time we had placed the block on the account preventing any further payments from being made by check on her account.
We did send out the letter informing Ms. [redacted] about the block that was placed on the account. Per our policy if a payment is returned for any reason within a 90 day rolling calendar period we will place a payment block by whatever means of payment the customer paid by for six months. The payment could be returned for reasons such as a closed account, incorrect account number was given, or insufficient funds were in the account. In Ms. [redacted]'s case this is the second returned payment we have had on the account within 90 days. The first payment was returned for the same reason of wrong account number entered on March 12, 2015. At this time we will not be able to accept any further payments by check until November 27, 2015. During this time frame we will only be able to take payments by cash or credit card on Ms. [redacted]'s account.
We have reviewed Ms. [redacted]'s complaint. Within this response I have provided further details as to why the block has been placed on the account. In regards to our corporate office contacting Ms. [redacted] since she has taken the steps of filing the Revdex.com complaint they are now the mediators in this matter. The purpose of the letter was to inform her of what had taken place on the account so she wouldn't be alarmed if she tried to make her future payments with a check and she didn't have any success. As of right now Ms. [redacted] currently has a balance of $90.52 due on June 20, 2015 that we can either take the payment for her over the phone using a credit card at no cost or she can visit the nearest store location to make the payment in cash. If Ms. [redacted] I constantly experiencing issue when she travels to the Ocean Isle Beach area I would recommend you doing *228 from her phone and that should help her to have better reception in the area. If that does not seem to help we would recommend that she contact our Technical Support Department from a different device so we can troubleshoot this issue with her.
Should Ms. [redacted] have additional questions, they may contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

February 16, 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 rebuttal wherein he does not accept my response. Mr. [redacted] says Ms. [redacted] called on February 11, 2016 and was told that it would be a couple more days before the refund is sent. It’s my pleasure to continue assisting Mr. [redacted] with this matter. I have been in contact with our Rebate department’s Escalation team. The Escalation team has assured me that Mr. [redacted]’s rebates would arrive within 7-10 business days from February 12, 2016. We have reviewed Mr. [redacted]’s complaint. We have expedited the rebate to have it arrive as soon as possible to Mr. [redacted]. The following cards were mailed on February 15, 2016. For the number ending in 8101 in the amount of $210.00, and for the number ending in 8524 in the amount of $140.00. As the rebate cards are in the mail, we respectfully request that this case be closed. 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: 12234915
I am rejecting this response because: event though I appreciate Diana's courtesy for a one time credit, this is an ongoing issue and has been for a number of weeks. Yes by reviewing my account, the data is still being used, however it is such an inconvenience to lose connection multiple times in just a short area that according to the coverage map is in all good 4G area. Also, it hardly seems worth the $40 credit that I received for the online account issue that I experienced since starting the service a couple years ago. It seems like up until this complaint no one wanted to fix the issues, but rather just cover it up and expect me to keep paying. I am very close to looking for new service as this has been a less then stellar experience.
Sincerely,
Scott Chilafoe

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]

September 27, 2016   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 apologize for any confusion, but I find that this complaint is similar in every way to Mr. [redacted] complaint [redacted] which we recently responded to on September 7th. The following italicized portion is a transcript of our response to Mr. [redacted] inquiry from that date.   I am in receipt of a complaint by Mr. [redacted] that states he feels mislead regarding the monthly cost of the plan he has with us.  Mr. [redacted] states that he was quoted $120.00 per month but has received bills for around $180.00.   Mr. [redacted] desired settlement is to receive credit for the additional $60.00 each month and be let out of his contract with no Early Termination Fees.   I understand the frustration if Mr. [redacted] has received billing statements for more than he expected.    We have reviewed Mr. [redacted] complaint.  After careful review of the Mr. [redacted] billing statements, we see that Mr. [redacted] is currently receiving our Shared Data 6GB plan for $60.00 per month.  In addition to this charge, there is a $40.00 smartphone access fee per month that is applied.  In the January, February and March of this year, the customer’s bill was approximately $96.00.  The balance began to increase in April and varied from approximately $96.31 in May 2016, to $149.19 in June.   Upon further review of the higher bill amounts, there are additional charges that caused the increase in Mr. [redacted] bill.  The plan that Mr. [redacted] has includes 6GB of data with unlimited talking and texting within the United States.  I show the cause for the increased billing amounts is due to Mr. [redacted] exceeding his monthly data plan.  When Mr. [redacted] reaches 75% and 100% of his data package, U.S. Cellular® sends a text notification alerting him that he is nearing the end of his data plan.  Once the plan has reached 100% of usage, additional text messages are sent for each tier that is exceeded.  I show that Mr. [redacted] received messages for each month that he went over his data usage.    Going forward, if Mr. [redacted] receives an overage notification, I would recommend that he contact us when he receives the initial 75% notification for the billing period.  I do not show that Mr. [redacted] has ever contacted U.S. Cellular® over the phone regarding data usage or overage notifications.  By contacting us, he can avoid overages on future bills.   Due to the frustration that data overage can cause, we have several options to help Mr. [redacted] avoid future overages.  I would recommend that Mr. [redacted] add Data Caps to his Shared Data plan.  Data Caps are just $2.99 per month and work by blocking the data once the plan limit is reached.  The data is blocked directly from our network preventing higher overages from occurring.  Though Caps are not 100% effective, they are a wonderful tool to help avoid larger overages from occurring.  In addition to adding Data Caps, Mr. [redacted] is also able to increase to our 8GB plan for the same cost he currently pays for 6GB of data.    While I am glad to see that the quotes we provided Mr. [redacted] were accurate and correct, we truly want to ensure that Mr. [redacted] is happy with the services and support we provide.  Should Mr. [redacted] have any additional inquiries or concerns, he may contact our Customer Service Department by calling the number below.     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®   Sincerely,   [redacted] Csutomer Service Support Team U.S. Cellular ®

Complaint: [redacted]
I am rejecting this response because: Hello, Here is the latest email I received that shows they charged me after I returned the phones and the account was supposed to be closed. Secondly they only reimbursed me for the remaining balance on the phones not the total value which I requested and did not take into consideration that I had to wait and pay for the phones each month while us cellular sorted this out and had possession of the phones. When I had returned the phones (3 months later is how long it took us cellular to figure this out) I had already had the balance to zero and the account suspended for a month at least because I couldn't use the phones in my area, the whole reason for this mess. The balance that is there now needs to be taken care of and the account closed like I thought happened when I left the store in mid January that day when I returned the phones. In the very least they need to pay me for those three months (November, December and january) for the phones I was paying for and didn't have possession of. The monthly installments were 23.17 a month and that's 3 months for 2 phones. That total is 139.02. That total still doesn't count the other 7 months that I worked hard and paid for but I would leave this all alone if they at least paid me for the three months it took them to sort this out that I was paying. This has been a complete mess and has cost me over $500 out of my pocket driving over an hour away several times to the store to sort this out. On top of that, buying new phones and paying taxes on those when I had perfectly good phones us cellular took and promised me they would give back within the 15 day return policy which I adhered to. I shouldn't have had to suffer this much financially and working so hard to get this sorted out. Thank you [redacted]

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.
The response and resolution was in line with what I had expected initially from US Cellular. I am very happy that this is resolved, and look forward to remaining a loyal customer.I extend thanks to the Revdex.com for the assistance in this matter, and to US Cellular for making the adjustments.
Sincerely,
[redacted]

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

Initial Business Response /* (1000, 10, 2015/10/16) */
10/16/15
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] concerns regarding being billed an early termination fee for canceling service prior to the end of a contract that he was not aware he was under. Mr. [redacted], states that he was on a belief plan and believed that he would have no contract. He goes on to state that he had on going service issues with one device which caused him to cancel the whole account. His desired resolution is to have the fees waived and no longer be contacted by us or by the collection agency.
I can certainly understand Mr. [redacted] concerns. I am more than [redacted] to carefully review the account for more information concerning this issue.
Upon review of Mr. [redacted] account I found that he was on the belief plan which had one and done contracts within certain restrictions. If customers no longer wanted to sign a new contract they would have to pick devices that did not require a new contract. I show that in [redacted] and July of 2014 Mr. [redacted] picked to receive discounts on new devices that were not part of the no contract options. Since Mr. [redacted] decided to receive a discount on devices that were not part of the no contract option he opted at that time to sign a new contract which came with an early termination fee should he decide to cancel prior to the end of the contract. This information regarding the contract term and the fee was detailed on the paperwork that Mr. [redacted] signed when upgrading the devices.
As Mr. [redacted] mentioned we waived the fee for his wife's line due to issues that she had. The original amount due with her lines early termination fee included was $679.63; the amount of $201.97 was adjusted on 6/2/2015 which was the adjustment for the early termination fee for his wife's line. The remaining balance of $477.66 for early termination fees that went unpaid was turned over to a collection agency. This amount is due as Mr. [redacted] decided to upgrade to devices that were not part of the one and done program. I recommend that Mr. [redacted] contact the agency to arrange payment on the balance that is owed.
Should Mr. [redacted] any further inquiries or concerns, he can contact our Customer Service Department at X-XXX-XXX-XXXX and we would be more than [redacted] to assist her.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)