Merchant Retail Credit Association

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14, 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 problems that he had when trying to purchase a new iPhone 5S. I apologize that the first store Mr. [redacted] contacted did not call him back and that when he went into two of our agent locations he was given incorrect information. I certainly understand his frustration and we do want to help him get this resolved.
Mr. [redacted] is interested in getting a new iPhone 5S 32 GB phone for .01. That is the current pricing for that particular phone and I am sorry that neither of our agent locations was aware of that pricing. The pricing had just been changed and they had not updated their pricing lists at the time that he went into the stores. Because iPhone 5S phones are discontinued, we have a low inventory on that particular phone. I have contacted the corporate store located at [redacted]XXX and as of this morning they have six Gold iPhone 5S 32 GB phones available. I have also contacted the Camera Case agent location in Bellevue and they have a few remaining in stock. I cannot guarantee that the stores will still have that phone in stock should Mr. [redacted] choose to return to either store, so he [redacted] want to call them to check their inventory before he makes a trip. The phone number for the[redacted] store is XXXXXXXXXX and for the Bellevue store is XXXXXXXXXX. I have checked our inventory to see if I could order a 32GB 5S for Mr. [redacted] and have it shipped to him, but we do not have any in stock.
Due to the problems that Mr. [redacted] had when trying to purchase the phone last week, I am noting his account that we will waive the device activation fee as a courtesy on any device that he selects as an upgrade on his line.
Once again, I apologize for the inconvenience that Mr. [redacted] experienced when trying to do an upgrade on his line last week. Mr. [redacted] call our Solutions Department if he would like to discuss other options. He [redacted] reach them by dialing 611 from his cellular phone or by calling XXX-XXX-XXXX from any phone.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

January 27, 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] Good Afternoon, Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of the complaint regarding Mr. [redacted]’s billing. Mr. [redacted] is stating that he is receiving Restore Fees that were caused due to US Cellular’s error. He is also stating that his billing exceeds $1,000.00 when his plan should be around $200.00 a month. I can understand Mr. [redacted]’s concern of this billing and am happy to look into this for him. I would be concerned about getting charges that are not valid too. Before reviewing all the statements, I want to explain the normal monthly charges without any past due balances, overages or restore fees.  I also want to explain that we have recently changed this customers plan to a lower plan to help save him money. The following charges are before the recent changes and without the Regulatory Fees and Taxes. The normal Monthly Service Charge is $100.00 for 10GB of Data with the added feature of Data Usage Control for $2.99 a month.  The line ending in 2343 had a connection charge of $40.00 (with a $20.00 discount due to having Monthly Retail Installments), $8.99 for Device Protection Plus and a Retail Installment of $22.45 a month.  The line ending in 5127 has a monthly connection charge of $30.00. This brought his total to $184.43 before the Regulatory Fees and Taxes. After reviewing the past five statements, I see that there is a lot of activity happening on the account. Starting back on the August 14, 2015 statement (activity dates for July 14 through August 13) there was a Past Due Balance of $153.71, current charges of $225.11 giving an overall balance of $378.82.  The payment received for that billing period was $270.45 which was returned for insufficient funds (NSF).  Other payments that were received were for $30.00, $26.00 and $200.00 (which restored service). This left a balance of $122.82. Due to the NFS the account had an interruption in service. This generated the Restore fees ($25.00 per line) when Mr. [redacted]’s payment resumed his service. He was also charged a Returned payment charge of $20.00. These payments, restore fees, and Returned Payment charge all show on the September 14, 2015 statement. Mr. [redacted]’s September 14, 2015 statement (activity dates August 14 – September 13) started off with a past due balance of $122.82. The current charges were $796.68 bringing the overall total to $919.50. This balance consisted of a phone purchase and accessories. The phone upgrade is for an [redacted] 6 with Monthly Retail Installments of $22.45 but also required a Down payment of $200.00. This also had a Device Activation Fee of $25.00. The Taxes for the new device are billed at the time of the upgrade as well. This charge was $54.11. There was also a purchase on this monthly bill for an accessory of a [redacted] Case for the phone which was $99.99. Along with these charges, Mr. [redacted] had two interruptions in service.  The first on August 20th for non-payment that was restored on August 21st with a payment.  The second interruption was on August 24th due to the NSF check that was returned and then restored on August 24th. These two interruptions caused each line to have two restore fees. The October 14, 2015 statement (activity dates September 14, 2015 – October 13, 2015) started with the past due balance of $791.68 and the current charges were $287.91 bringing the total balance to $1,039.59. The customer had interruption in service on September 19, 2015 causing restore fees. This is the only thing adding additional charges besides the monthly service charges and Monthly Retail Installments to this bill. The payment received throughout this month was $167.82. The November  14, 2015 statement (activity dates October 14, 2015 - November 13, 2015) started with a past due balance of $427.33 and current charges of 418.70 bringing the total balance to $846.03. A payment was made for $550.00 that was returned by the bank as a Closed Account. This generated a Returned Payment Fee of $20.00. This also caused the account to get interrupted in service which generated Restore fees. During this billing cycle the customer had interruption in service on Ocober 21, 2015, restored the same day, October 25, 2015, restored the same day and November 2, 2015, restored on November 3, 2015. I see that we waived one set of these restore fees for the customer, giving the account a $50.00 credit.  The payments received through this billing cycle were October 25, 2015 $550.00 (which was returned by the bank) and November 3, 2015 $553.72. The December 14, 2015 statement (activity dates November 14, 2015 – December 13, 2015) started with a past due balance of $546.78, current charges showing as $356.35 bringing the total balance to $903.13. During this month there was interruption in service on 11/24/15 causing a restore fee per line. There was also another returned payment during this cycle for $105.77. The payment received during this cycle was for $299.25 on November 24, 2015 to restore the service at the time of interruption. The January 14, 2016 statement (activity dates December 14, 2015 – January 13, 2016) started with a past due balance of $356.13 with current charges of $322.42 bringing the total to $678.55. This statement had Data overages of $45.00.  During this billing cycle there was interruption on December 19, 2015 generating restore fees for each line.  On December 19, 2015 there was a payment received for $547.00. We have received a payment for $300.00 on January 19, 2016. This upcoming statement the customer will have additional restore fees due to the interruption on January 24, 2016. We have a department that the customer can work with to avoid this interruption in service by setting up Payment arrangements with our Financial Service Department. I see that the customer has worked with them however there were broken arrangements causing the interruption in service. Any time past the Due date the account is subject for interruption. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] W. Customer Resolution Support U.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)

June 20, 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 regarding the lack of refund for a double payment on her U.S. Cellular® account.  I understand Ms. [redacted] concerns and I will be glad to address those.   Ms. [redacted] does not have automatic payments set up through U.S. Cellular so we did not send two payment requests through to her bank.  She may have automatic payments set up with her bank and if that is the case, she needed to dispute the second payment with her bank.   We did send a text message to her phone on May 30 advising her of the duplicate payment.  She called us on June 1st and we advised her to dispute the payment with her bank.  She called us back the same day and one of our customer service associates submitted a ticket for a refund.  Because her payments were made by check, we have to wait 20 days to give the checks time to clear before we can issue a refund.  If a new bill processes during that time and a new balance is due on the account, a refund can only be made for the excess on the account after the new bill balance is covered.   Ms. [redacted] emailed us on June 9th and we advised her of all of this information and offered to credit her account the amount of a stop payment fee if she chose to do that through her bank.  Our financial services team was working the refund case on June 16th and denied the refund because her June 8th bill had already been processed.  Ms. [redacted] could have had her bank stop payment on one of the checks or she could have faxed in a bank statement showing that both checks had cleared her prior to her June bill processing and we could have refunded the money to her account.   At this point, the second payment has been applied to her account and she has an outstanding balance of $6.99 that is not due until July 5th.  We did not withdraw two payments from her account and we will be unable to process a refund.    Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at [redacted]   Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

October 18, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]   Thank you for contacting U.S. Cellular in reference to the above account.    We are in receipt of Ms. [redacted] complaint regarding being billed for a $24 activation fee, and for an $18 data charge. We understand that Ms. [redacted] is requesting to be reimbursed for these additional charges that she has paid, because she feels that we gave incorrect information at the time of activation.   We certainly apologize for any confusion that the bill has caused Ms. [redacted]. We will be happy to review the charges, so that we can resolve this issue in a timely manner.    On July 26, 2016 Ms. [redacted] did visit one of our retail stores to purchase a new phone. Ms. [redacted] chose to purchase a Samsung Galaxy J3, which is a smartphone and requires a data plan. We advised Ms. [redacted] that her plan would need to be changed to accommodate the smartphone that she was choosing.  Per retail memos on Ms. [redacted] account, we did advise her that the next bill (after upgrade) would be prorated because of the upgrade from a basic phone to the smartphone. This proration caused a partial charge in the amount of $24.52 however we also issued a partial credit for the old plan in the amount of $18.39 to offset that charge, leaving $6.13 in additional charges. We typically charge a $40 device activation fee for activating a new phone any time an upgrade is processed, but this charge was waived for Ms. [redacted]. We have also reviewed the complaint that Ms. [redacted] was billed an additional $18 data charge, and in this review we are not finding any additional charges for this amount.    We have completed the review for Ms. [redacted] complaint. We have determined that our associates did their due diligence in advising what the prorated charges would like on the bill, and we waived the device activation fee before it was even billed as a courtesy to Ms. [redacted]. We do not find validation in issuing additional credit to Ms. [redacted] account for the charges she is requesting, as the only additional charge that was billed to her was for the amount of $6.13.   Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at [redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

April 4, 2017Revdex.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, wherein he states that U.S. Cellular sent him a phone, without activating his account, and that he would have to drive to the nearest store, which is 80 miles away, to resolve the issue.Mr. [redacted] wants to return his phone and deactivate his account.I certainly understand Mr. [redacted] frustration with this situation, and I welcome the opportunity to address it for him.First, on behalf of U.S. Cellular, I would like to extend my deepest apologies for any misinformation or misunderstanding. U.S. Cellular strives to provide the very best customer service experience on every occasion, and I am certain that his future experiences will be much more positive.When a new account is first created, it is possible to have a delay between the order date and the activation date, which can cause confusion as to whether the account has been established. The normal process, in the case of a new account, is to connect our new customer to our Telesales Department, to have the account and the device activated for the first time. Apparently, the associate Mr. [redacted] initially spoke to was unaware of this process, and failed to connect Mr. [redacted] with the correct department to activate his new account. I apologize deeply for the error on our part, and we would be glad to provide constructive feedback to the associate and the appropriate supervisors, if Mr. [redacted] can provide the associate’s name to our Customer Service Department.Mr. [redacted] account has now been established, and his phone and service have been activated. Although we genuinely hope that Mr. [redacted] will choose to stay with us, he does have up to 15 days from the activation date to return his equipment and cancel his account, under our 15-Day Excellence Guarantee.It has been my pleasure to address this issue for Mr. [redacted]. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at [redacted].Sincerely,[redacted].Customer Service Support TeamU.S. Cellular®

(The consumer indicated he/she DID NOT accept the response from the business.)
If this statement were true then why did you tell the Revdex.com that all the phones had been unlocked? Why was it that every time I called I received a different response? Why did you unblock 2 of the 3 phones. As usual your company is full of nothing more than LIES and deceit! When I cancelled my service with you I not only had a credit with you, but I also paid you$744.00 in cancellation fees. I cancelled service on the 14th, the first phone was unblocked 10/17. The second phone was unblocked 10/19. The last phone you refused to unlock. I have since purchased a new phone for that line, so therefore I feel US Cellular owes me either the price of the new phone, or refund me the cancellation fees.

Initial Business Response /* (1000, 10, 2015/08/27) */
August 27th 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
Account Holder: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms.[redacted] complaint regarding the issues surrounding her device software update.
Ms. [redacted] states that she upgraded about a year ago to an iPhone 6 with a new 2 year contract. Ms. [redacted] states that when she tries to install the new software update, it keeps failing. Ms. [redacted] states that she has restarted and reset her phone to no avail. Ms. [redacted] states she has contacted Apple who recommended she reset her phone (for the fourth time in two months). Ms. [redacted] states that every time she resets her phone, she then has to re-set up her phone including downloads and email accounts. Ms. [redacted] states that re-setting up her phone takes her hours to do and uses a lot of her data. Ms. [redacted] states that she has also lost pictures because "they" didn't make sure everything was backed up to her iCloud. Ms. [redacted] states that she cannot get back her time and lost pictures. Ms. [redacted] states that Apple suggested she drive an hour and a half to a store, for them to do basically what had already been done. Ms. [redacted] states that the second time she contacted U.S. Cellular, she was directed to Apple support. Ms. [redacted] states that she shared with the U.S. Cellular associate how "horrible" Apple services were and she was tired of paying for a phone that does not work. Ms. [redacted] states "they" would not help her. Ms. [redacted] states that this software update was supposed to fix the other technical issues she's been experiencing with her phone.
Ms.[redacted] desired resolution is to receive a warranty replacement phone at no cost to her. Ms. [redacted] would also like a credit applied to her account for all the frustration and time spent trying to resolve this issue or instead of a credit, an approved upgrade to the new iPhone at no cost to her. Ms. [redacted] states that she has also filed a complaint with Apple.
Customer satisfaction is and has always been our company's primary goal. I would like to extend a heartfelt apology for all the frustration Ms. [redacted] has experienced regarding the software update to her phone and the loss of her time and pictures. It is never our intent to make things more difficult for our customers but rather quite the contrary. In response to Ms.[redacted] complaint, I have diligently researched her account to address this matter.
On October 29th 2014, Ms. [redacted] upgraded to the iPhone 6 16gb with a new 2 year contract. I would like to share with Ms. [redacted] our troubleshooting process for Apple products. If the issue is within the first 90 days, we would do basic troubleshooting and if we are still unable to resolve, we are obliged to refer the customer to Apple. If the issue is after the first 90 days, but still within the 1 year warranty, we would troubleshoot and do everything we could to resolve this type of issue (including a factory data reset which regrettably deletes all personal data) and if unable to resolve, we would then explore the option of a warranty exchange.
I deeply saddened that I find no memo's on the account that Ms. [redacted] spoke with our Technical Support regarding her software update issue. I would love the opportunity to resolve this matter for her. As such, I respectfully request Ms. [redacted] call in to speak to our Technical Support for resolution to this matter. I would also like to advise Ms. [redacted], that should Technical Support deem it necessary to process a warranty exchange, we will waive the $35.00 shipping fee as a one-time gesture for all the frustration Ms. [redacted] has experienced regarding this matter. I do make this offer so that Ms. [redacted] know that we truly do appreciate her loyalty with us.
While researching Ms.[redacted] account, I found that her Feature phone lines ending in [redacted] and [redacted] qualify for a monthly access discount. To qualify for a monthly access discount on the Shared Connect plans, our customers would need to either have had the phone long enough that they now own it, or upgrade with Retail Installments (where they pay for the cost of the phone over a 20-24 month period depending on the phone type). In our error, this discount was not added when Ms.[redacted] account switched over to Shared Connect on [redacted] 3rd 2015. I sincerely apologize for this oversight, but appreciate the opportunity to remedy this. As such, I have added the ($10.00) monthly Feature phone access discounts to both qualifying lines. I have also re-rated the affected bills for a total credit of ($76.66 plus tax). This leaves a credit balance of ($82.27) on her account at this time. This credit balance will apply to her following bill once it generates.
We have reviewed Ms.[redacted] complaint. We look forward to being able to resolve Ms.[redacted] device concerns when she calls in to our Technical Support. Should our Technical Support process a warranty exchange, we will waive the standard shipping fee leaving no out of pocket expense to Ms. [redacted].
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So you want me to go through the entire tech support again and start allover having my phone reset again before you will do anything because your employees didn't document my phone calls. The min I call about a iphone problem I was told I had to call apple. I once again on Friday contacted apple was with them for probably a hour and half I had to download itunes and jump start my phone in order to get the update to go through. Not to mention when I contact them the first person was speaking to me than just randomly without notice through me to someone else and I had to reexplain my story. My phone got fixed it worked for maybe 5 hours. Now once again the ringtones aren't working that are set for people and on an doff all weekend it wouldn't make phone calls even though I had full service I couldn't even dial *228. Oh not to mention in the matter of 5 seconds my phone went from 23% to dead. I want my phone replaced with a brand new un-used one.
Final Business Response /* (4000, 14, 2015/08/31) */
August 31st 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
Account Holder: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms.[redacted] Rebuttal regarding her phone.
Ms. [redacted] states that she contacted Apple support and was on the phone with them for an hour and a half. Ms. [redacted] states that Apple instructed her to download iTunes and "jumpstart" her phone so that the software update [redacted] complete. Ms. [redacted] states that when she contacted Apple, the first person she spoke with "randomly" transferred her to another associate so that she then had to re-explain herself again. Ms. [redacted] states that her phone did get fixed, but only for about 5 hours before reverting back to previous issues. Ms. [redacted] states she wants her phone replaced with a brand new "un-used" phone.
I would like to begin by apologizing for any frustration Ms. [redacted] experienced when contacting Apple support. As we are a separate company from Apple, Ms. [redacted] contact Apple to voice her concerns with them directly.
I can certainly appreciate how frustrating the prospect of having to re-do any troubleshooting that has already been done by Apple support. I regret that I am unable to affirm what troubleshooting steps our Technical Support [redacted] need to complete before an Advanced Exchange is deemed necessary. We do understand Ms.[redacted] time is valuable and we make every attempt to troubleshoot phones and provide resolution in the most timely of fashions.
I would like to share with Ms. [redacted] our normal process for Advanced Exchanges. If we are unable to resolve the device issue and it meets all the requirements for an Advanced Exchange, our Technical Support would process this Advanced Exchange replacement phone order. A standard $35.00 shipping fee applies, however, as I previously mentioned, we would waive this for Ms. [redacted] due to this situation. Also, Advanced Exchanges replacement phones are generally used phones, however, as we do not have any used iPhones in stock, we would replace an iPhone with a new iPhone.
We look forward to resolving this matter for Ms. [redacted]. She simply needs to call in to our Technical Support, other than the phone experiencing the issue so that we [redacted] help her.
We have reviewed Ms.[redacted] complaint. As no new information has been provided, we respectfully request this matter closed.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

February 15, 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] C. [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular® in reference to the above account. I have reviewed Mr. [redacted]’s complaint and welcome the opportunity to address you this afternoon. I would like to start by apologizing for any frustration that may have befallen Mr. [redacted] during this ordeal. It is never our intent to make life more difficult for our customer but rather quite the opposite. In reviewing Mr. [redacted]’s account, I’ve looked over ever billing statement that was processed from the opening of the account on January 12th, 2015 through the closing on November 29th, 2015. I was unable to find an instance where the customer was billed for more than two phone lines on the account. This also holds true for the final statement. When the account was close there were two outstanding Retail Installment Contracts (RICs) on the account. These were an agreement to make a small monthly payment for the devices on the account in exchange for a discount on the account price plan. When the account was ceased the remaining balance of the RICs were charged against the account along with the final amount due for the service. Currently only two of these charges exist on the account, both of which were presented on the statement sent after the account closed. With this information, the finally billing amount is correct and no adjustment needs to be made. If at any time Mr. [redacted] has any additional questions, concerns we hope he does not hesitate to contact the Customer Service Team with U.S. Cellular® by dialing [redacted] 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.     Take care, Thom D Customer Resolutions Support U.S. Cellular® Customer Service: 1([redacted] Website Find a Store Near You!

August 12th 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 have received Mr. [redacted] complaint and Mr. [redacted] is stating that he was supposed to receive $800 for switching to U.S. Cellular® from [redacted]  Mr. [redacted] states that he has only received $400.00 already.  After six weeks, he spoke with us about the remaining amount and we advised him that he did not qualify for the rebate.  Mr. [redacted] is requesting that he receives the promotional cards and to make sure our employees are educated on our offers.   Here at U.S. Cellular we know that every penny counts, so I can understand the frustration with not receiving the other promotional card.  I realize how concerning this matter is to Mr. [redacted] and I will be more than happy to look into this issue for him.   I show that Mr. [redacted] started service with U.S. Cellular® on March 2nd 2016.  At this time we offered a $300 Switcher promotion.  This was our main switcher offer for that period and provided qualified customers with two $150 promotional cards per line.  The first $150 was given at the point of sale for customers who activated a new line with a smartphone on a current plan and had Device Protection +.  The second $150 was rewarded to customers who ported their number to U.S. Cellular, received retail installments on a new device with U.S. Cellular, and turned in their old smartphone device from the previous provider.   When Mr. [redacted] started service with us on March 2nd, I see that he received two $150.00 promotional cards because both of his lines did qualify for the first part of the promotion.  The first card was used to make a $150.00 payment on March 23rd.  The second card made another payment on March 23rd for $47.89 and the remaining $102.11 was used on April 10th.  I see that Mr. [redacted] ported in both of his phone numbers but only one line had retail installments at that time.  So this line could have qualified for the other $150.00 rebate card but the phone was not turned in as Mr. [redacted] stated which made this line no longer qualify for the promotion.   On August 8th, we spoke with the authorized user Ms. [redacted] about rebate and we advised the customer why the rebate was denied.  Ms. [redacted] did let us know that she was not told to turn in the device.  We offered that if Ms. [redacted] still has the phone to trade in we can resubmit the offer for the rebate.  Unfortunately she stated she no longer had the phone and since the customer no longer had the phone we offered Ms. [redacted] a one-time credit of $75.00 to cover half of the rebate.  Ms. [redacted] agreed to this offer.   We have reviewed Mr. [redacted] complaint and we have applied a $75.00 courtesy credit in recognition of this situation.  We sincerely apologize for any inconvenience this situation has caused Mr. [redacted].  U.S. Cellular® takes customer satisfaction very seriously and we like Mr. [redacted] to know that it is never our intent to make things more difficult for our customers but rather quite the contrary.  We have provided feedback to ensure that situations like this will never happen again.  If Mr. [redacted] locates the smartphone from his previous provider and is willing to trade the phone in, we will be more than happy to apply the other additional $75.00 credit to the account.   Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at [redacted].     Sincerely,     [redacted] Customer Resolution Support U.S. Cellular®

Initial Business Response /* (1000, 5, 2015/08/24) */
August 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: N/A
Greetings:
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint, wherein she asserts that she was denied reimbursed for cancellation fees from her previous carrier, strictly due to terminology discrepancies. She also states that she received no reply when she wrote to U.S. Cellular regarding this matter. She is also very dissatisfied with our data services and prices. Ms. [redacted]'s primary concern is being denied reimbursement for cancellation fees from her previous carrier. She considers this to be false advertising, because she was told at the store that they did qualify. Ms. [redacted] desires to be reimbursed $350.00 per line.
On behalf of U.S. Cellular, I extend our deepest apologies for any failure on our part to follow through on our contract payoff promotion, and for our failure to reply to her written correspondence in a timely manner. I also regret that she has been disappointed in our data services. I welcome the opportunity to address all of these issues for Ms. [redacted], as soon as possible.
However, because we strive to keep our customers' accounts secure, and Ms. [redacted]'s U.S. Cellular phone number or account number were not provided in her complaint, I am unable to assist her with any account-specific information or changes at this time. If she would like to continue to a resolution via this process, she [redacted] provide either of these numbers in reply to this response. Alternatively, she [redacted] resubmit her comments, along with the cell phone number and all of the other required information, by email, via the Contact Us section of our website, www.uscellular.com. Or, for more immediate assistance, she [redacted] prefer to call our Customer Service Department at XXX-XXX-XXXX, or 611 from her U.S. Cellular phone.
I would very much like to reassure Ms. [redacted] that this is an isolated situation which is rarely encountered by the vast majority of our customers. Additionally, it would be very out of character for U.S. Cellular not to respond to our customers' questions and concerns. I would also like to reassure her that we do follow through on our promotional commitments, and that I am certain that this can be resolved satisfactorily, once I am able to access her account using her cell phone number or account number.
Once again, we genuinely apologize for any negative customer experiences that Ms. [redacted] has had to endure throughout this entire situation. It is our sincere hope that we can work together to resolve these issues in a way that serves the best interests of both parties. We deeply appreciate Ms. [redacted]'s patience, persistence, and understanding. Should she have additional questions or concerns, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular