Merchant Retail Credit Association

November 19th,
2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted]Customer’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] correspondence. 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. We can certainly understand any alarm that Ms.
Bernhardt may have had if she has a credit inquiry from U.S. Cellular show up
on her credit report and does not understand how.   Generally speaking, a credit
inquiry is only ran if a perspective customer wishes to obtain U.S. Cellular
service either in store, online, or via our Telesales department over the
phone.  If Ms. [redacted] feels that a
credit inquiry was made without her authorization, she 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.  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.Please advise Ms. [redacted] of our request for her to follow the standard credit inquiry dispute and
we would love to further assist her with this request. 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®

Complaint: [redacted]
I am rejecting this response because: These options were not given and the [redacted] service refused anything to be faxed to the bank as requested.  I explained what I needed and was told they do not communicate with the Bank.  All I asked for and was refused is a letter faxed to the bank stating that the Transaction was cancelled.  [redacted] Refused to do so.  " We do not talk to the Bank"  They need to fix the problem with the website.  The total balance all the way through specifically said 197.11 I verified this all the way through, since it had happened once before.  If there system has a flaw that defaults to another previous balance they need to correct it.  I submitted 197.11 and 399.22 was charged.  If they are the ones processing the debit cards they need to follow through not on with their system but the processing company that they use to make sure that the hold is released.  My bank finally called someone and spent 20 minutes just trying to get confirmation that the payment was reversed a simple yes or no.  Finally they said it was reversed and it was not being processed.   Simple resoloution would be to correct there online bill pay or submit suffiecent documentation to the customer to correct Debit Card hold when there is an error. 
Sincerely,
[redacted] O'leary

January 26, 2017 Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate[redacted] Chicago, IL...

60611                                     �...⇄ Re: Complaint Number: [redacted]Customer’s Name: [redacted]U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] concerns over not receiving the refund she was promised after several calls and escalations.  Her desired settlement is to receive the expected refund.  I can certainly understand Ms. [redacted] frustration if she was unable to receive a resolution after several attempts.  I have carefully reviewed Ms. [redacted] account and I show that she made an additional payment of $40.75 on 1/8/17 and called in that same day to request a refund be issued.  Payment Control notations indicate that the refund was issued to the card requested and would be applied to the customer’s account within the next 7-10 business days.  Several Customer Service and Escalation notations indicate we advised the refund was completed.  I conferred with our Payment Control Department over the phone regarding the current state of the refund.  I discovered that the refund was not processed completely by our system.  We understand that this mistake has caused frustration for Ms. [redacted].  We can assure her that we have re-applied the refund request directly in the amount of $40.75 to the credit card she requested.  Ms. [redacted] has been extremely patient and understanding and we appreciate her continued patience.  While it can take up to 7-10 business days to receive, Ms. [redacted] should be receiving her refund shortly.  We appreciate the opportunity Ms. [redacted] provided to correct this error.  Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at 1[redacted].  Sincerely,  [redacted] Customer Service Support TeamU.S. Cellular® Tell us why here...

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)

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]

October 2nd, 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: James [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 in which he states that he called us when he made his January payment for some assistance because he had incurred restore from suspension fees when his services had suspended for nonpayment on December 4th, 2014. Mr. [redacted] further states that he incurred further restore from suspend fees when his account once again suspended for nonpayment on April 8th, 2015.
In addition to the restore from suspend fees, Mr. [redacted] states that he feels as if he should not have to pay for the early termination fee that occurred on his phone number ending in 8728 because the last contract he remembered signing on that line was signed on October 30th, 2010. Mr. [redacted] is requesting that we waive the restore from suspension fees that occurred on December 4th, 2014 and April 8th, 2015, as well as the early termination fee on the phone number ending in 8728 and the late fees that he occurred on his last seven bills.
We certainly want to apologize for any inconvenience that this has caused Mr. [redacted] and we certainly value the time that he spent with us as a customer. We also understand how frustrating that it can be when you find charges on your bill that you feel should not be there. In review of Mr [redacted]'s account, the last documented contact that we had with him on the phone was on December 12th, 2013 when he had called in to make a payment with our Financial Services team. The last store documentation that we have on Mr. [redacted]'s account that I see was on August 7th, 2014. When we access a customer's account, whether it is on the phone with a Customer Service representative, or in the store with a Retail representative, a distinctive timestamp is left on the account to acknowledge that someone had pulled up their account. Mr. [redacted]'s last timestamp on his account was from an interaction with a store representative on August 7th, 2014.
I want to apologize for any confusion that Mr. [redacted] may have when it pertains to this process, however I see no documentation of an offer to waive his restore from suspension fees on his January 2015 bill. In review of Mr. [redacted]'s financial records since his November 2014 bill, I see the following information:
November 4th, 2014 bill printed for the amount of $237.04, which included a past due balance of $116.02 that was actually due by October 29th, 2014. The current balance of $121.02 of that bill was due by November 29th, 2014.
December 4th, 2014 bill printed for the amount of $250.13, which included a past due balance of $237.04 that was actually due by November 29th, 2014. The current balance of $13.09 of that bill was due by December 28th, 2014. The balance for this month was lower than normal due to the fact that Mr. [redacted]'s account was suspended on December 4th, 2014. If a customer is suspended when their bill prints, we are unable to legally charge them for their service until their next bill prints. If the customer pays their balance to restore the account, they would then be charged for services used in the previous billing period, in addition to a $25.00 per line restore from suspension fee.
January 4th, 2015 bill printed for the amount of $300.85, which included a past due balance of $13.09 that was actually due by December 28th, 2014. The current balance of $287.76 of that bill was due by January 29th, 2015. The current charges of this bill covered services provided to Mr. [redacted] from December 5th, 2014 thru January 3rd, 2015, as well as January 4th, 2014 thru February 3rd, 2015 in addition to the restore from suspension fees that were applied when Mr. [redacted] made a payment on December 5th to restore the account from suspension.
February 4th, 2015 bill printed for the amount of $174.46, which included a past due balance of $50.00 that was actually due by January 29th, 2015. The current balance of $124.46 of that bill was due by March 1st, 2015.
March 4th, 2015 bill printed for the amount of $169.46, which included a past due balance of $50.00 that was actually due by March 1st, 2015. The current balance of $119.46 of that bill was due by March 29th, 2015.
April 4th, 2015 bill printed for the amount of $171.48, which included a past due balance of $50.00 that was actually due by March 29th, 2015. The current balance of $121.48 of that bill was due by April 29th, 2015.
May 4th, 2015 bill printed for the amount of $309.30, which included a past due balance of $121.48 that was actually due by April 29th, 2015. The current balance of $187.82 of that bill was due by May 29th, 2015.
June 4th, 2015 bill printed for the amount of $318.78, which included a past due balance of $194.30 that was actually due by May 29th, 2015. The current balance of $124.48 of that bill was due by June 29th, 2015.
July 4th, 2015 bill printed for the amount of $443.17, which included a past due balance of $318.78 that was actually due by June 29th, 2015. The current balance of $124.39 of that bill was due by July 28th, 2015.
August 4th, 2015 bill printed for the amount of $242.36, which included a past due balance of $278.17 that was actually due by July 28th, 2015. The current balance was actually a credit of $35.81, due to the account suspended for nonpayment, that went towards the previous balance to reduce charges due by August 29th down to $242.36.
Mr. [redacted]'s account suspended for nonpayment for the final time on July 5th, 2015. On July 20th, 2015, his account cancelled for nonpayment due to the escalated past due balance. In further review of Mr. [redacted]'s account, I see that he visited a retail location on May 3rd, 2014 to upgrade his phone number ending in 8728 to the LG Freedom 2. In that transaction, Mr. [redacted] signed a two year agreement to purchase that device for only $49.99 instead of the full retail price, so the early termination fee for that line was based upon the date of cancellation and the breaking of the remainder of the contract, which would have been fulfilled on May 3rd, 2016.
We have reviewed Mr. [redacted]'s complaint. While we certainly empathize with the harsh effects of dealing with the winter cold and having increased costs of keeping warm during this time, however we have no documentation on Mr. [redacted]'s account that confirms his request for assistance on his billing in December. In the following months, Mr. [redacted] never followed up with us to inquire about the previous balance of $50.00 that carried over for many months, which eventually caused the account to suspend for nonpayment on April 8th, 2015.
Due to any confusion of this issue, I have removed the two restore from suspension fees, in addition to the applicable taxes from Mr. [redacted]'s January 4th, 2015 bill. This credit reduces Mr. [redacted]'s total balance down to $186.60. All of the remaining charges on Mr. [redacted]'s bill are valid fees and are not eligible to be waived.
We understand that sometimes things come up that can get you behind and we would love to help. If Mr. [redacted] would want to set up a payment arrangement on his balance, he can contact our Financial Services Department so we can go over payment options with him. Mr. [redacted] can reach our Financial Services at 866-487-5341. Our Financial Services are available Monday through Saturday from 6:00am-10:00 pm, Central Standard Time. The Financial Services Department is closed on Sunday.
Should Mr [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400.

Sincerely,
Shannon C
Customer Resolution Support
U.S. Cellular(r)

August 13th, 2016 Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate[redacted] [redacted] Chicago, IL 60611                Re: Complaint Number: [redacted]Customer’s Name:  [redacted]...

[redacted]  Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. [redacted] complaint, wherein she states that she received a message on our website indicating the [redacted] 7 could be purchased for a penny with a two year contract.  Ms. [redacted] states that she has been in contact with us regarding this offer, and has been informed that the offer was not valid, and was not intended to appear on our website.  Ms. [redacted] wishes to either be allowed to purchase the device for a penny, or to have the offer removed from our site. 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]Customer Resolution SupportU.S. Cellular

Initial Business Response /* (1000, 10, 2015/07/20) */
July 20, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint regarding the contracts on his account, and I am more than [redacted] to address his concerns.
In his complaint, Mr. [redacted] states that we have extended the two year commitment on each of his five lines. He claims that he never signed a contract associated with the extensions and he has contacted U.S. Cellular over 40 times in attempt to resolve this matter. He would like for his contracts to be reduced, however, he will pay the termination fee that he agreed to in writing for one of his lines (he did not specify which).
I can imagine the concern caused when Mr. [redacted] discovered that he had entered into a new two year commitment on each of his lines when switching to a shared data plan in January, especially since he did not recall being informed of this or signing any paperwork. I am truly sorry for the inconvenience the customer has experienced while attempting to resolve this matter. I regret that this miscommunication has occurred, and that Mr. [redacted] was not fully aware of the new commitments when completing the plan changes in January. Due to the situation and the inconsistent information he has received surrounding his early termination fees when calling in, I am willing make adjustments to the commitments on each line.
Because the customer is disputing the contracts applied to each line on 01/17/2015 when he changed his plan to shared data, which requires a new two year commitment when switching from a retired plan, I will make an exception and remove this contract from each line. He will be responsible for the commitments that existed on each line before change took place or were entered into after the plan change. The customer's updated contract dates and termination fees are as follows (prorated from $350.00):
-[redacted]: Contract period 04/28/XXXX-XX/28/2016; Associated with iPhone 5c purchased when establishing line on 04/28/2014. The termination fee is approximately $135.42.
-[redacted]: Contract period 04/28/XXXX-XX/28/2016; Associated with iPhone 5c purchased when establishing line on 04/28/2014. The termination fee is approximately $135.42.
-[redacted] Contract period 04/28/XXXX-XX/28/2016; Associated with 30% monthly discount added on 04/28/2014 in exchange for two year commitment as retention offer. The termination fee is approximately $135.42.
[redacted] Contract period 04/28/XXXX-XX/28/2016; Associated with 30% monthly discount added on 04/28/2014 in exchange for two year commitment as retention offer. The termination fee is approximately $135.42.
-[redacted]: Contract period 03/13/XXXX-XX/13/2015; Associated with upgrade to Galaxy S5 on 03/13/2015. The termination fee is approximately $261.03.

I am saddened to learn that Mr. [redacted] is considering other carriers, as he has been a loyal U.S. Cellular customer for over two years and we do greatly appreciate his business. If Mr. [redacted] still intends to cancel his account with us, I would recommend that he contact our Customer Relations Department at XXX-XXX-XXXX before doing so to discuss cancellation details, as well as any other options available to him. I hope that my response has been helpful, and that the resolution is to his satisfaction.

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, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am willing to accept the following:
[redacted] for cancellation of $135
No cancel fee for [redacted] - this phone is 2 years old
Cancel[redacted] for $261
Thank you,
[redacted]
Final Business Response /* (4000, 14, 2015/07/24) */
July 24, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s rebuttal. Mr. [redacted] states in his rebuttal that US Cellular extended his contract on five lines for an extra two years without his agreement. He states he never signed anything indicating a two year agreement and has contacted a lawyer to dispute the Early Termination Fees he would be liable for. Mr. [redacted]'s desire resolution is to have all contracts cancelled but the one line he remembers signing for.
I can certainly understand Mr. [redacted]'s situation and the frustration he has incurred over the dispute of this matter. I would be more than [redacted] to review the account for further information.
I have received all copies of the paperwork that Mr. [redacted] signed in store for his lines of service on April 28, 2014 and March 13, 2015. Each contract has the Early Termination Fee and 24 month term clearly visible above his signature. If Mr. [redacted] would like copies of these documents, we would be more than [redacted] to mail them to the billing address on file. Each document includes the details for lines ending in [redacted]. All of the Early Termination Fees the customer would incur are valid except for line [redacted] which was determined to have Customer Owned Equipment on it and is not subject to an Early Termination Fee since it is now outside of the 24 month agreement period.
Based on this information, should Mr. [redacted] wish to cancel services with us, he would be liable for the Early Termination Fees for four of the five lines he has on his U.S. Cellular(r) account. I have included below a detailed breakdown of the approximate cost of the Early Termination Fees:
[redacted]
Line : Contract period 04/28/2014-The termination fee is approximately $135.42.
Line [redacted] Contract period 04/28/2014-The termination fee is approximately $135.42.
Line [redacted]: Contract period 04/28/2014-The termination fee is approximately $135.42.
Line [redacted] Contract period 03/13/2015-The termination fee is approximately $261.03.

I am saddened that this experience has caused Mr. [redacted] to consider terminating his service. Customer satisfaction has always been our company's primary goal. We strive to provide all of our customers with the ideal experience in all dealings with our company. We appreciate Mr. [redacted]'s honest feedback. I hope that Mr. [redacted] will reconsider the cancellation of his account, as we would not want to lose him as a customer.
Should Mr. [redacted] have any additional inquiries, he [redacted] contact our Customer Service Department at X(XXX)XXX-XXXX from 6AM-11PM every day.
Sincerely,
[redacted].
Customer Resolution Support
U.S. Cellular

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

reference to the above account number. We
are in receipt of Ms. [redacted]’s correspondence concerning her device. I do
apologize for the delay in our response and I welcome the opportunity to
address his concerns. I’m
sorry to hear of the issues Ms. [redacted] keeps having with the various iPhones®
she has been receiving. As an iPhone user myself I know having the phone work
as intended will make it a wonderful device to use and when not working
properly the issues can become cumbersome and frustrating quickly. U.S.
Cellular® has specific contractual requirements with Apple® regarding how we
proceed with troubleshooting and replacing devices. Apple has dictated to us
that within the first 90 days of an issue we are direct the customer to Apple
Care® for troubleshooting, also any problem with the device that would fall
outside of a direct U.S. Cellular issue, such as the ability to complete any
updates, would be directed to Apple Care as well.  Once outside the first 90 days, out Technical
Support Team follows certain troubleshoot guidelines before completing an
exchange. Any warranty on the devices is for one year and is back by the
manufacturer as they actually produced the phone and we are simply the service
provider for said device. Ms.
[redacted] has stated she wants U.S. Cellular to waive all fees associated with the
replacement devices and allow her the opportunity to upgrade early to the
iPhone 6s. At this time I’ve only seen two fees associated with
returned/exchanged device. The first was a shipping and handling charges for
$0.01, of which has been reversed, and a charge of $649+tax for a non-returned
device. Once the phone has been confirmed returned to us we will gladly waive
this charge. The offer has already been made to send a new, not refurbished,
iPhone 6 to Ms. [redacted] once of the two devices we have sent are confirmed
returned. As this promise has been made we will not be able to honor her
request to allow for the early upgrade to the iPhone 6s. If Ms. [redacted] has
continued problems with the iPhone 6 she is welcome to discuss replacing the
device with an iPhone 6s directly with Apple, or she is welcome to purchase the
phone at the full retail cost and have it added to the line in question. If at any time Ms. [redacted] has any additional questions or
concerns, please do not hesitate to contact the Customer Service Team with U.S.
Cellular® 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
you.     Sincerely,Thom D.Customer Resolution
SupportU.S. Cellular®

October14, 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 complaint number [redacted] in which Ms. [redacted] would like to get a promotional or rebate card that she was promised when she switched from [redacted] to US Cellular.  She states she had an agreement with a US Cellular Representative at the Wisconsin State Fair location.   I am sorry that Ms. [redacted] was not happy with our service. If there was any miscommunication at the fair I would also like to sincerely apologize.  If her line had remained active she would have been eligible for the rebate on her phone. The promotion offered a 50% rebate on the cost of the phone in the form of a promotional card that could be used at US Cellular. It is not for a gift card.   Since we cannot go back and “hear” what was said at the fair that day our only recourse is to refer her to our website which provides information about our promotions and rebates. The information provided covers a wide number of scenarios and different types of rebates so some information may not apply but we can see the basics of the rebate policy here. We invite Ms. [redacted] to visit us at http://uscellular.rewardpromo.com/FAQ2.aspx    In the frequently asked questions (titled FAQs – [redacted])  it reads as follows:   When can I expect to receive my rebate? If you meet all of the purchase requirements, you can expect to receive your rebate in 10-12 weeks. Requirements for the current promotion may be found on the order form.   When one goes to the order form we find at the bottom one of the requirements for the rebate that reads as follows: Customer’s wireless service and required features must be active when the offer form is processed and validated to be eligible Regrettably since Ms. [redacted] cancelled her line she will not be receiving a rebate (promotional card). Should she 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.
I have no interest in arguing with you on how you  run your business. I apologize for taking up your time. 
Sincerely,
[redacted]

December 31, 2015 Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611                                         ...⇄ Re: Complaint Number: [redacted] Customer’s Name: Noelle [redacted] U.S. Cellular Account Number: [redacted] Thank you for getting back in touch with us. I would like to take this opportunity to apologize for any additional frustration this situation has caused. It is never our intent to make life more difficult for our customer but rather quite the contrary. The time frame needed to return money to a credit/debit card is not solely dependent on U.S. Cellular®. When payment is to be returned against a credit/debit card there are other factors that go into place such as credit card processors redirecting the credit, the banks acceptance of the request, the processor letting us know the request has been accepted/denied, then actually sending the fund to the bank. It’s not just a cut and dry matter of returning funds to an account. The request was processed on the 28th of December and if the funds have not been returned as of yet they should be very soon. During this matter we have worked closely with our Payment Control team for the information provided. Our records indicate the payment made for the 23rd was not completed as part of an automatic payment. Due to the shortage of notes on the account for that day the best conclusion we can arrive to is it was made through the automated phone system. We do not have any additional information regarding this payment. The only steps what would prompt us to process a payment would be an automatic payment or someone manually making a payment. Again, I would like to apologize on behalf of U.S. Cellular for any stress Noelle experienced caused by this situation. If at any time Noelle has any additional questions or concerns, our hope is there is no hesitation to contact the Customer Service Team with U.S. Cellular® by dialing 611 from a U.S. Cellular 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 you.     Sincerely, Thom D. Customer Resolution Tell us why here...

January 18, 2016Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted]Customer’s Name:  Dale Harvill U.S. Cellular Account Number:  N/AThank you for contacting U.S. Cellular in...

reference to the above complaint. We are in receipt of Mr. [redacted] correspondence. Mr. [redacted] is requesting that his payment arrangement be adjusted and that we restore his service.  He also has questions about why his bill is higher than normal.  I understand that it is frustrating when cellular service has been suspended and when there are unexpected charges on the bill.  We certainly want to be able to address Mr. [redacted] concerns.  I regret that after review that we found that Mr. [redacted] has not provided the correct information to be verified on the account.  We must have the correct name and address, phone number, or account number to be able to open the account and review his concerns. Because we value the security of our customers’ information, we will require Mr. [redacted] to contact U.S. Cellular again. He may do this via the Revdex.com or by contacting our Customer Service Department directly at 1-888-944-9400 or 611 from his U.S. Cellular phone. We apologize for any inconvenience this may cause and we look forward to working with Mr. [redacted] to help resolve this matter.Sincerely,Betty P. Customer Resolution SupportU.S. Cellular®

Initial Business Response /* (1000, 10, 2015/06/27) */
June 27, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of [redacted] correspondence welcome the opportunity to offer any assistance possible.
I'm saddened to hear of the issues surrounding the refund that is being requested. A few issues have surfaced in being able to provide the complete refund to [redacted] We are working diligently to make sure we are able to return the payments as soon as possible. We will be more than happen to return the money used as the down payment for the phone that were returned as soon as we have the whole amount available for refund. I will personally keep a watch over the account and as soon as the total amount is available.
If you or [redacted] have any additional questions or concerns, please do not hesitate to contact the Customer Service Team with U.S. Cellular(r) by dialing XXX-XXX-XXXX 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.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent the phones back March 13th, 2015. I assume that the phones would have arrived at the company around March 19th, 2015. Three months have already passed with no refund! Pretty soon it will be four months. I cannot keep waiting for my refund! I need it now! This is no way to do business! If I would have known that thing were going to turn out like this, I would have never handed over my debit card!
Final Business Response /* (4000, 14, 2015/07/07) */
July 7, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms. [redacted]
Thank you for presenting us with [redacted] response and allowing us to follow up with this complaint. I'm happy to report we have cleared up the matter and the return of the funds is currently being processed through our Payment Control Team and being sent back to the card used for the purchase. This process can take up to ten business days to be placed back onto the card, but normally the credit is back within a couple days. Two separate credits are being applied, the first for $188.84 and the other $256.96 totaling $445.80.
I sincerely apologize this process has taken so long to clear up. If there are any additional questions that arise, or concerns, please let us know so they can be cleared as soon as possible.
Sincerely,
[redacted] D.
Customer Resolution Support
U.S. Cellular(r)

October 26, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
[redacted]
[redacted]

Re: Complaint Number: 94575829
Customer's Name: Billie [redacted]
U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S. Cellular...

in reference to the above account. I am in receipt of Ms. [redacted]'s complaint in which she details her troubles with our billing department including trying to get a detailed statement that individually lists each charge. Ms. [redacted] has requested that U.S. Cellular withdraw her account from collections, make a $120.00 adjustment and accept a payment of $180.00.
My name is Amy and I appreciate the opportunity to review Ms. [redacted]'s 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 trouble, especially to the point of cancelation. I hope to provide information Ms. [redacted] will find helpful.
To receive a detailed list of charges, Ms. [redacted] can request a detailed print out from Diversified Adjustment Services, the collection agency her account has been placed with. While we are not able to withdraw Ms. [redacted]'s account from the collection agency, I am happy to detail the charges, and billing dates of those charges, Ms. [redacted] had prior to being turned over to a collection agency.
On 4/20/15 we sent a bill to Ms. [redacted] in the amount of $69.56 due 5/15/15. This bill was higher than past bills because we received notification from the Nebraska Telephone Assistance Program (NTAP) that Ms. [redacted] no longer qualified for a lifeline discount of $13.50 or a credit to the Regulatory Cost Recovery Fee of $1.82. A payment of $55.00 was received on 5/15/15 leaving a balance of $14.56. This was the final payment we received from Ms. [redacted].
On 5/20/15 we sent a bill to Ms. [redacted] in the amount of $91.69. This included the past due balance of $14.46 and current charges of $77.13 due 6/13/15. On this bill Ms. [redacted] did not receive her 5% auto-pay and paperless billing discount, a value of $3.50, since she had a past due balance carried over from the month before.
On 6/20/15 we sent a bill to Ms. [redacted] in the amount of $246.49. This included a past due balance of $91.69 and current charges of $154.80 due 7/14/15. Because Ms. [redacted] ported her number to another service provider on May 27th, we issued a credit of $54.19 for unused services from that day until the close of her billing cycle on June 19th. There was an early termination fee of $203.65 plus taxes and fees on this bill as well. This was from breaking the two-year contract Ms. [redacted] signed for on July 26th, 2014 when she received a 16GB iPhone 5c.
U.S. Cellular received a request from the postal service to update Ms. [redacted]'s address on August 14th. To protect the privacy of our customer's accounts, we will not send a copy of an old bill to an alternate address until at least one bill has been received at the new address. We would typically know a bill has been received at a new address when a customer is able to remit payment for the bill received. On September 15th Dottie from Huskerland Communications spoke with Samantha from our Customer Service Department. Samantha advised Dottie if bill reprints were mailed they would go to the address they were originally sent to. She recommended Ms. [redacted] visit a corporate owned store so we could print out the bills in store for her with a copy of a valid photo id. On September 21st Ms. [redacted]'s account was assigned to Diversified Adjustment Services, an outside collection agency. Once an account has been assigned to an outside collection agency U.S. Cellular is no longer able to send billing reprints and all reprints must be requested through the collection agency.
We are truly sorry for the frustration Ms. [redacted] has encountered. We want to assure Ms. [redacted] the bills detailed above are accurate. Should Ms. [redacted] have additional questions, or to request a detailed bill print out of all charges, she may contact Diversified Adjustment Services Inc. at ###-###-####.
Sincerely,
Amy C.
Customer Resolution Support
U.S. Cellular(r)

October 17, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted]
[redacted]
Re: Complaint Number: [redacted] Customer’s Name:  Paul [redacted]   U.S. Cellular Account...

Number:  N/A   Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. [redacted] correspondence regarding the device activation fee on one bill and the data charges on another bill.  Mr. [redacted] also states that their monthly charges are not the same as they advised while in the store.   Mr. [redacted] would like credit for the device activation fee and data fees and wants the monthly service charges to be as detailed in the store in July.   We have reviewed Mr. [redacted] concerns. Because we value the security of our customers’ information, we require that the complaint be submitted by the account holder or someone who is authorized on the account.  Mr. [redacted] is not listed as an authorized user on the account.    Please advise Mr. [redacted] to have the account holder resubmit this complaint with the information requested above and we will be happy to address the concerns at that time. Mr. [redacted] may also have the account holder call our customer service team and add him as an authorized user on the account and then resubmit his complaint.  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.   The account holder may reach our customer service team by dialing 611 from a U.S. Cellular phone or [redacted] from any phone any day between 5a – 11p CST.    Sincerely, [redacted] Customer Service Support Team U.S. Cellular®

January 5, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611                                         Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Customer ID Number: [redacted]   Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] rebuttal in which he states he does not accept my initial response. The reason Mr. [redacted] does not accept my response is he states the sales associate advised Mr. [redacted] they went on line for him and processed the promotion and advised him there was nothing else for him to do, he would get $50.00.   Upon additional review of Mr. [redacted] account I have reviewed the sales associates memos added when signing Mr. [redacted] up for service on November 5, 2016.   The notes reflect: “I explained to the customer that the prepaid was not eligible for the $50.00 but the friend that referred him if on a postpaid account would receive the $50.00.  Mr. [redacted] friend asked for me to show him how to sign up and I showed the friend how to sign up and walked him through the steps.  I again explained to the customers that Mr. [redacted] would not be eligible for that promotion because he was signing up under a prepaid account”. While we are extremely sympathetic, we are unable to extend additional credits.   In the meantime, if Mr. [redacted] should have additional questions, he may contact our Customer Service Department at ([redacted].   Sincerely,   [redacted] Customer Resolution Support U.S. Cellular®

Tell us why here.. March 7, 2017 Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate[redacted] Chicago, IL...

60611                                     �...⇄ Re: Complaint Number: [redacted]Customer’s Name: [redacted]U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] complaint in which he states he was a U. S. Cellular® customer for four years and during that time his service would be interrupted due to an error with automated payment processing.  He also stated that he notified U. S. Cellular® in October of 2016 that if this error occurred again he would cancel his service.  He further stated that this did occur again in December 2016 prompting him to cancel his service his us.  Mr. [redacted] goes on express his concern with final billing procedures and the time frame in which his account was sent to collection and that he feels as though U. S. Cellular® retaliated against him for cancelling his service. I understand Mr. [redacted] concerns and I appreciate the opportunity to respond.   Mr. [redacted] began Service with U. S. Cellular in February of 2013 and remained our customer until his phone numbers were transferred to another provider on December 14, 2016.  During that time Mr. [redacted] account was suspended due to non-payment on two occasions.  The first was in February of 2015 and appeared to be caused by a misunderstanding regarding a payment arrangement.  When an account is suspended for non-payment we do charges a $25 per line restore fee. For the February 2015 suspension we agreed to waive those fees as a one-time courtesy for Mr. [redacted]. The second suspension occurred in October 2016 and was caused by a broken payment arrangement.  Mr. [redacted] had a payment arrangement set for October 10, 2016, however the payment was not made by the agreed date.  Mr. [redacted] has indicated he believed that payment was going to be processed automatically; however we collected no payment information from Mr. [redacted] when that arrangement was set. After that suspension Mr. [redacted] spoke with our Solutions Consultants team regarding cancelling his service. We provided Mr. [redacted] was provided with his account number because he stated he would be transferring his phone numbers to another provider.  No suspension occurred in December of 2016 however Mr. [redacted] did speak with us regarding the restore from suspend fees on his account that resulted from the October suspension.  Mr. [redacted] again expressed that he would be cancelling his service and did so a few days later.  Mr. [redacted] final bill in the amount of $746.57 was printed on January 10, 2017 and was due on February 8, 2017.  This amount reflected the early termination fees for each of Mr. [redacted] phone lines as well as the past due balance on the account.  The past due balance was $303.93 which included $99.82 that was due November 8, 2016, $191.28 that was due December 9, 2016 and $12.83 that was due January 8, 2017.  The phone lines ending in [redacted] and [redacted] were billed $69.61 each for early termination fees, and the line ending in [redacted] was billed an early termination fee of $291.69. In reviewing the account I do find that the Early Termination fee for the line ending in [redacted] should be the same as the other two lines, as all three lines were under agreement until May 8, 2017. I have applied an adjustment in the amount of $222.08 to Mr. [redacted] account, leaving the account balance at $521.03.   While I understand Mr. [redacted] feeling as though his account was turned over to a collection agency rather quickly, the reason that happened is that the past due balance dated back several months.  We have temporarily halted the collection process on Mr. [redacted] account in order to allow an opportunity to address his concerns.  Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted].  Sincerely,  [redacted]Customer Service Support TeamU.S. Cellular® .

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

Re: Complaint Number: [redacted]
Customer's Name: [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] rebuttal, wherein she states she would not have ETFs as of July when she would qualify for a new phone and she was told the only way to port her number back in was to sign a new contract for the plan change only. Ms. [redacted] highlights that our contracts pro-rate and she refuses to pay for U.S. Cellular's mistakes in communication and handling of her account.
We certainly apologize for any inconvenience that Ms. [redacted] incurred with the cancellation and subsequent ETFs she was billed. We respect Ms. [redacted] time and hope to clear up this matter quickly.
I am pleased to confirm Ms. [redacted] is correct in her rebuttal when she states that the new contract was for the plan only. Ms. [redacted] is also correct that we pro-rate the ETF. The plan Ms. [redacted] selected has an ETF of $350 per line that pro-rates over 24 months. Ms. [redacted] was billed an ETF of $315.97 per line when she ported her numbers out approximately two months after returning to U.S. Cellular and signing a 2-year contract for a new plan.
We would like to reassure Ms. [redacted] that she was credited for the ETFs she was billed when she first ported to another service provider in January of this year. We are truly sorry Ms. [redacted] was surprised by the amount of the ETFs she has been billed. We were saddened that Ms. [redacted] did not speak with us prior to porting her numbers out to review any potential charges.
If Ms. [redacted] would like to receive a copy of her signed service agreement from February 2nd we would be happy to mail this to her. Should Ms. [redacted] have any additional questions or want to make a payment, she may contact our Customer Service Department at [redacted]
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2015/08/05) */
August 5, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint regarding the Terms and Conditions of his contract. I apologize for the confusion and frustration Mr. [redacted] has been experiencing. I would be [redacted] to assist with this matter in any way possible.
In Mr. [redacted]'s complaint he states that he feels like the original Terms and Conditions of Service he agreed to when he first started service with us have been changed or breached. Mr. [redacted] has two specific objections to his Terms of Service.
The first objection Mr. [redacted] has is that when he first signed up for service in 2011 we had a promotion going on advertised as "One and Done" in reference to contracts. During this time, customers on qualifying plans could get a subsidized device in exchange for a 24 month agreement and when the line became eligible for a discounted upgrade again they could upgrade to a new phone without agreeing to another 24 month agreement. This promotion began in 2010 and the promotion ended in Aug 2013. This promotion was not included in our Terms and Conditions of service and as with any promotion; the offer was subject to change.
Mr. [redacted] upgraded to new phones for his two lines on 02/04/15 at discounted prices. Our notes indicate that before Mr. [redacted] upgraded we advised him of his upgrade options. We advised at the time he was on a retired plan and his options for upgrade would be limited to doing a Retail Installment Contract (which involves breaking up the full cost of the device into monthly payments) or changing to our current plan in order to do a subsidized upgrade. Mr. [redacted] was not [redacted] with either option and we made an exception for him, allowing him to get discounted phones in exchange for a new 2 year agreement without changing his plan as a one-time courtesy. Mr. [redacted] accepted this offer.
The second objection Mr. [redacted] has is regarding limited high speed data when outside of US Cellular's coverage area. Our Terms and Conditions of Service state "No more than 200 MB of your data usage in any month [redacted] be used in U.S. Cellular's non-licensed markets." These Terms and Conditions have not changed since Mr. [redacted] started service with us. Mr. [redacted] is disputing these Terms because his plan includes 5gb of data for each line. However Mr. [redacted] would need to be inside of our coverage area in order to use all of his allotted high speed data. Mr. [redacted] feels like his services have changed only recently because he states he has traveled outside of our coverage area before and been able to use more than 200mb but if he was ever able to use more than 200mb that would have been an error. Mr. [redacted] also states that our coverage area in his home area has changed. We are working on expanding our coverage area and our coverage area is ever-changing along with our partners'. I am sorry if Mr. [redacted] has noticed any changes in service in his area that he is dissatisfied with but this also is not a violation of our Terms and Conditions of Service.
In conclusion, the Terms and Conditions of Service Mr. [redacted] agreed to back in 2011 have not been breached or changed. Again, I would like to extend my apologies to Mr. [redacted] for any misunderstandings that [redacted] have taken place. Our Terms and Conditions of Service are located in our stores and online.
Should Mr. [redacted] have any additional questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Thank you for the opportunity to assist with this case.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
US Cellular's position is simple, our terms of service are subject to change as we choose as stated in, "This promotion began in 2010 and the promotion ended in Aug 2013." What this really means, is we'll bait you with some phony promotion and then change the TOS as we choose. It's amazing that US Cellular doesn't take this position, "Well since our TOS are really rules we write and change at will, you're such a great customer, that, now are TOS state that you are now in a contract for life."
"Mr. [redacted] upgraded to new phones for his two lines on 02/04/15 at discounted prices. Our notes indicate that before Mr. [redacted] upgraded we advised him of his upgrade options. We advised at the time he was on a retired plan and his options for upgrade would be limited to doing a Retail Installment Contract (which involves breaking up the full cost of the device into monthly payments) or changing to our current plan in order to do a subsidized upgrade. Mr. [redacted] was not [redacted] with either option and we made an exception for him, allowing him to get discounted phones in exchange for a new 2 year agreement without changing his plan as a one-time courtesy. Mr. [redacted] accepted this offer."
This is a complete lie. When I upgraded my phone, I stated that I wanted to stay on the same plan with no changes. The sales person agreed to this. If your records indicate something different, then US Cellular needs to go back and listen to their tape. NOTE: I try to do business with written documentation but US Cellular will not allow this because then they become accountable.
"No more than 200 MB of your data usage in any month [redacted] be used in U.S. Cellular's non-licensed markets." These Terms and Conditions have not changed since Mr. [redacted] started service with us. Mr. [redacted] is disputing these Terms because his plan includes 5gb of data for each line
This is another flat out lie. We had been using our data plans outside of what US LIARS, now consider their coverage area for two years without throttle downs. In fact, just recently US LIARS changed their map making our area even more restrictive then before.
So let's cut to the chase. What once WAS the best cell phone carrier in the nation has got bad. When US LIARS started losing money, they sold off their Wisconsin markets to [redacted] and [redacted] and really I'm not even a US Cellular customer anymore. I'm one of those above mentioned customers. SO... you can continue the charade but I know the truth. Now, I'll be bad mouthing US Cell and changing carriers ASAP.
Final Business Response /* (4000, 14, 2015/08/10) */
August 10, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number:[redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I have received Mr. [redacted]'s rebuttal. In Mr. [redacted]'s Rebuttal he states that he is not satisfied with the response included in our previous interaction. I am truly sorry that Mr. [redacted] feels like he has been treated unfairly.
Mr. [redacted] is upset because the promotion advertised as "One and Done" on contracts was discontinued in 2013. In Mr.[redacted] Rebuttal he implies that he feels like US Cellular's Terms of Service are changed with little thought involved and all with the intent of deceiving customers. This is in no way true. US Cellular strives to offer a better experience than our competition and we work to provide consumers with the products and services they find valuable. We began the "One and Done" promotion with the understanding that it would be something many consumers would find appealing. The promotion did not live up to expectations and the decision was made to discontinue it. Again, I would like to reiterate that our "One and Done" offer was a promotion and not part of our Terms and Conditions of Service.
Mr. [redacted] is also upset because he states he was not informed that upgrading to new phones at discounted prices back in February of this year would have required new contracts on his lines. We show that Mr. [redacted] had contacted us via webchat on 02/05/14 and we discussed upgrade options then. We explained that in order to stay on a retired plan and upgrade to new devices he would be required to do a Retail Installment Contract. The customer refused to do a Retail Installment Contract and was given the option to get two phones at discounted prices and remain on his current plan as a one-time courtesy. Getting the two phones at discounted rates required new 2yr contracts at that time.
Mr. [redacted] mentions that he prefers to do business using written documentation and states US Cellular no longer allows this. This is not true. Customers can still start new service agreements and upgrade to new phones in our stores. There has been no change in the option of being able to do these types of things in our stores, except for the Retail Installment Contract being a new upgrade option. If Mr. [redacted] wanted to do a subsidized upgrade and remain on his retired plan, that would have required a higher-level exception being made, whether in the store or over the phone.
The final matter Mr. [redacted] is unhappy with is the fact that his data service is throttled after the first 200mb of high speed data are used outside of our coverage area. I apologize if Mr. [redacted] was not aware of these terms and conditions before but they were in place at the time he started service. I am also sorry if Mr. [redacted] feels like his coverage has changed over the past few years. I am showing that he should have very good service in his home town but I am showing US Cellular's coverage area only extends about 40 minutes north of him. After that he would be outside of our coverage area. If Mr. [redacted] has been able to use more than 200mb of high speed data when outside of our coverage area without being throttled before, he should not have been able to. I apologize if this has caused him so much confusion now.
Again, I would like to express my sincerest apologies to Mr. [redacted] for any misunderstandings that [redacted] have taken place. Should Mr. [redacted] have any additional questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Thank you for the opportunity to assist with this case again.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular