Merchant Retail Credit Association

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] ***

case [redacted] Revdex.com on 10/from [redacted] VSN "12/14/2015; We combined two different business accounts1/6/2016; Last invoice from US CellularShows credit for phone, and we were charged for January hot spotWe paid this invoice in the amount of $with check #1/15/2016; Contacted [redacted] at the Christiansburg, Virginia locationHe stated the account closed on 12/14/and that we would not be billed further for the hot spot8/20/2016; Collection notice received for non-payment of hot spotWe did not receive invoices or any other notice that we had outstanding debt with US CellularWe had no knowledge that the account was still open and being billed Jan - May/JuneAgain, we were under the impression on 12/14/that the account was closed and that it was paid in full in JanuaryWe are very disappointed that US Cellular did not contact us at all to resolve the issue prior to turning the account over for collectionWe have been doing business with US Cellular for nearly yearsThe outcome of this complaint will decide if we will do business with US Cellular in the futureWe contacted US Cellular by phone to discuss resolution and spoke with [redacted] on 10/7/She refused to allow us to speak to her Supervisor and terminated the call without resolution.""Adjust the balance of the delinquent account [redacted] to zero and notify the collection agency to cease collectionUpdate our credit report to reflect the balance as paid in fullFailure to comply with the terms will result in our company no longer doing business with US CellularWe currently have eight cell phones active and in good standing with US Cellular on another account."had a day hold placed on account through write off so that I can discuss the account with the customer since it is in collections"Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr [redacted] complaint in which he states that his hot spot service was not cancelled as he believed it was on 12/14/resulting in his account being sent to a collections agencyHe states that a store associate also told him that the account was cancelled in fullMr [redacted] says that he is very disappointed that U.SCellular ® did not contact him to resolve the balance before turning the account over to collectionsTo retain his business, Mr [redacted] says he wants us to forgive his account balance, notify the collection agency to cease collection, and update his credit report for himHe states that he will cancel service on another account he has with us if we do not comply with his termsWe appreciate Mr [redacted] giving us an opportunity to review this account for himWe will be happy to provide as much information as we can about the account and the situation leading up to its present collections statusWe certainly do not want to lose Mr [redacted] business if an error has occurredReviewing Mr [redacted] 's account, I find no written documentation on his account leading up to the termination of his serviceThis account contained one basic cell phone and one USB modem The cell phone line of service was moved to another account on 12/14/cancelling it from the account in reviewThis transaction is known as a change of ownership and would have been conducted in a storeThe USB modem was not moved to the other accountMr [redacted] 's states he believed the line to be cancelled and a store location also advised him it was cancelledAt the time, the USB modem was still under contract for three and a half more months; so an early termination fee would have applied to any cancellation and Mr [redacted] would have needed to speak to our Solutions Consultants Department to cancel the line.Mr [redacted] states that he did not receive any contact from U.SCellular ® indicating that the modem was still active with usHowever, seven more bills printed and were mailed to the same address on the account as the bill for $which Mr [redacted] states was the last bill he paidEach bill showed a past due, unpaid balance as well as charges for the following month indicating that the service was still activeThen, on 5/19/16, our Financial Services Department notated on Mr [redacted] ’s account that they called him and left a voicemail message for him to return their call regarding a past due balance and collection activity with this account and left a call back number to the Financial Services Department On 8/Mr [redacted] called and spoke with our Business Department regarding the collection agency letter he had received, and per our policy for accounts in collections we advised him that he must contact the collections agency directly to resolve the balanceOn 9/we sent bill reprints at the request of the collection agencyThese bills were delivered to Mr [redacted] at the same address to which they were originally printed and mailed when they were current monthly billsAgain, three days ago, Mr [redacted] contacted our Business Department and was again advised that he must resolve the balance with the collection agency directlyMr [redacted] states that he was hung up on when he requested a supervisorThe account documentation indicates that Mr [redacted] ended the call while the associate was attempting to connect Mr [redacted] to her supervisor’s voicemail so that he could request a call backWe have reviewed Mr [redacted] ’s complaintWe can find no error with the accountThere is no documentation of a request to cancel the USB modemBills continued to be printed and sent to the same address as always for the USB modem which remained active until May 24th when it was suspended for non-payment and then subsequently cancelled on June 8th without a termination fee since the contract had been completed by that timeWhile our Financial Services Department was not able to speak with Mr [redacted] directly, we did make a good faith effort to advise him of the balance in May before the balance was turned over to a collection agencyMr [redacted] will need to resolve the balance directly with the credit agency since this debt is no longer owned by U.SCellular ®Making a payment to us would not resolve the debt, and we are not able to forgive this balance as it is valid based on the information we have on the accountResolving the debt with the collection agency will allow the agency to report the account as paid to the credit bureaus that control Mr [redacted] ’s credit report.Should Mr [redacted] have additional questions, he may contact our Customer Service Department at [redacted] If Mr [redacted] still feels that he may want to leave U.SCellular ®, we would urge him to speak to our Solutions Consultants Department so that we can discuss the matter with him further."

Initial Business Response / [redacted] (1000, 10, 2015/05/12) */ [redacted] 12, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr***'s complaint stating that he got a new device on [redacted] 6, and on [redacted] 7, he started having problems with the deviceHe stated he contacted us to let us know about the problem and we did some troubleshooting that seemed to fix the problemHowever, a few hours later he began to experience the same problem again and he called back we tried to troubleshoot again, but didn't have any good results after this interactionHe stated that he was told that it could take up to days to fix the problemThe resolution Mr [redacted] is seeking is for us to either replace the phone or the fix the device Ms [redacted] I would first like to apologize to Mr [redacted] on behalf of U.SCellular(r) for any frustration or inconvenience this matter has caused himI certainly understand the importance of being able to have a working device so he can stay connected to family and friends I have reviewed Mr***'s account and I see that he did get a new device on [redacted] 6, and on [redacted] 7, he called in because his ringtones were not workingWe refreshed our system and had him select a ringtoneAfter doing so we made a test call to his device and it was workingA few hours later on the same day he called back in with the same issueWe tried to do further troubleshooting on the device but we had no successWe advised Mr [redacted] that the phone is DOA, which mean it is dead on arrival and that he was still within his days Since Mr [redacted] is still within his days he can take the device back to the store he purchased it from with the charger and all components that came in the box and we can replace the deviceIt appears that they [redacted] have been a small miscommunication when we were telling Mr [redacted] that he was still within his daysWe certainly don't want to him to continue to have a device that is not working properly especially since this is a service that he pays for on a monthly basis We have reviewed Mr***'s complaint and we have determined that he is still within the day time frame to return the device and get it replacedMr [redacted] has until [redacted] 20, to take the device, the charger, and all components back into the location where he purchased the phone fromOnce it is returned they will be able to get him into a new device and before he leaves the store I would recommend Mr [redacted] to try the ringtone and make sure that the phone is working properly before leaving Should Mr [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

October 27, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: Customer's Name: Wanda Faye [redacted] U.SCellular Account Number: Thank you for contacting U.S Cellular in reference to the above accountI am in receipt of Ms***l's complaintMs [redacted] states that she wanted to cancel one line without having to sign another contractMs [redacted] states that she was forced to change from a shared plan to an individual plan and that she had to sign another year contractMs [redacted] does not wish to be under another year contractIt's my pleasure to assist Ms [redacted] in this matter Upon review of Ms***l's account, I see that on April 29, Ms [redacted] started another two year contract that went until April 29, When Ms***l's plan was changed on October 24, her current contract was only extended by months Ms [redacted] was on a retired family plan and would have been paying $before taxes and fees each month, after cancelling the second lineChanging her plan lowered future bills to $before taxes and fees each monthThis will save Ms [redacted] $each month We have reviewed the recorded agreement between Ms [redacted] and U.SCellular, on October 24, Ms [redacted] was asked if she understood she was agreeing to a month agreement and she replied 'Yes'This provided Ms [redacted] the opportunity to refuse the agreement and stay on her, then current, plan I have reviewed Ms***l's complaintDue to the recorded agreement, wherein Ms [redacted] was asked directly if she understood the contract and she answered in the affirmative which makes the contract validRegretfully, we will not be able to remove the contract from Ms***l's account Should Ms [redacted] have additional questions, she may contact our Customer Service Department at (888)944- Sincerely, Cindy Lou R Customer Resolution Support U.SCellular(r)

January 21st, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting us in regards to the above account We are in receipt of Ms [redacted] ’s complaint, wherein she states that last fall she was quoted a price of $before taxes and fees, and her total should be approximately $per month She states that her current bills are approximately $per month, and that the price she was quoted was not notated on her account Ms [redacted] states that the discounts offered to new customers are unfair, and she requests that her bill be lowered by $per month, or that she be allowed to cancel her account without feesU.SCellular knows that every penny counts these days, so I can understand Ms [redacted] seeking to lower her monthly statement I have reviewed Ms [redacted] ’s account, and I hope that she will find my information helpfulMs [redacted] changed to our Shared Connect gigabyte plan on December 16th, The cost of the plan at that time was $for gigabytes of data, and $per smartphone connection Ms [redacted] received a discount of $for her line ending in ***, and also received a 100% discount on her line ending in This 100% discount was good for months, and the total for Ms [redacted] ’s plan, before taxes, fees, and optional services, came to $per monthOn November 6th, 2015, Ms [redacted] spoke with us, and we advised her that the 100% discount on her line ending in [redacted] would expire in December During this interaction, Ms [redacted] switched her plan to the newer version of our gigabyte Shared Connect plan The cost for this newer version was $for gigabytes of data, and $per smartphone line The discount for Ms [redacted] ’s line ending in [redacted] switched from $to $per month, and at that time, she still received a 100% discount on her line ending in The new cost for her plan, before taxes, fees, and optional services, came to $per monthOn November 20th, 2015, Ms [redacted] financed a new [redacted] on her line ending in ***, and moved that device to her line ending in On December 17th, 2015, the 100% discount on Ms [redacted] ’s line ending in [redacted] expired The new total for Ms [redacted] ’s plan, before taxes, fees, and optional services, breaks down as follows: Gigabytes = $Line - Smartphone Connection = $Line [redacted] - Smartphone Connection = $- $discount = $Retail Installment Payment = $Line [redacted] - Smartphone Connection = $Total = $In addition to her data plan and three lines of service, Ms [redacted] has added Device Protection to her line ending in 9511, which is $per month She also uses our Data Controls service, which is $per month These two additional services bring Ms [redacted] ’s total, before taxes and fees, to $Each of Ms [redacted] ’s price plan changes is clearly noted in her account, including our advising Ms [redacted] of the expiration date for her 100% discount on her line ending in When Ms [redacted] changed her plan in December of 2014, we made a special offer to her so that she could have one of her lines for free for months This type of offer was made available to her, as she has been with us for a long time As we grow our business, we often make offers available to attract new customers Some of these offers are available only to new customers, and some are available to new and existing customers Competition between carriers increases the need for these types of offers, and also increases the frequency at which we revise our existing plans to ensure that our customers are receiving the best value we can offerWe certainly do not want to lose Ms [redacted] as a customer, however there are no additional discounts available for her lines at this time Should Ms [redacted] wish to cancel her service, the Early Termination Fees, as well as the payoff amount for her financed device, would be validI sincerely appreciate the opportunity to review Ms [redacted] ’s account, and provide information that I hope is helpful to her Should Ms [redacted] have any additional questions, she may contact our Customer Service Department by dialing ( [redacted] Sincerely, [redacted] WCustomer Resolution Support U.SCellular

November 18, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations AdvocateN Wabash Avenue Suite Chicago, IL 60611Re: Complaint Number: [redacted] Customer’s Name: Sandra [redacted] U.S Cellular Account Number: [redacted] CLAXTON AUTO SALESThank you for contacting U.S Cellular in reference to the above account I have received Ms [redacted] complaint in which she describes that after being a U.SCellular customer for years, she no longer wanted a contract and preferred to go month to month Ms [redacted] states that she purchased an iPhone after hers had been damaged and wanted to simply place her number on the phone purchased She states that she advised that she did not want a contract at that time MsCameron continues by explaining that everything was okay until she was sold a tablet with accessories; at which point she was placed on a year contract She explains that she was not told this upfront and feels that this was deliberately and sneakily done when she was told to sign for the tablet She further explains that the paperwork was not explained and she was not given a copy Ms [redacted] states if it had been contract she would not have signed it She also states that she has not been able to get a remedy to this matter from U.SCellular Ms [redacted] desired resolution is to have U.SCellular drop the $fee for leaving.I can certainly understand the concern Ms [redacted] may have I know how important it is to have a full understanding of what will happen next in order to know how to make your next decision I apologize for any confusion or miscommunication that may have occurred while making this purchase I am more than happy to review the account and assist furtherIn review of the account, I show that prior to November 11, both cell phone lines were no longer under contract and had been on month to month services Per our notations, Ms [redacted] visited our store location in search of a new battery for her phone; at which point she was advised that we do not have any batteries in store At this point, information was provided to Ms [redacted] regarding our plans and the possibility to save money; however, it was noted that no changes were to be made at that time It is further noted that Ms [redacted] had mentioned that she may be cancelling and going to another carrier; at which time we explained how our plans are betterOn this same day, there are notations of an iPhone phone being activated to the line ending in -as well as a new line being added to the account for a tablet Because the tablet was purchase to account, this required a plan updated to allow for data usage on the tablet line All of our currently active plans require a year contract renewal This information would have been listed on the paperwork signed by Ms [redacted] at the time of purchase Ms [redacted] would have been provided the paperwork at that time to review prior to signing to ensure that the information is what was expected and agreed upon Since Ms [redacted] agreed to this information by signing the paperwork, this would make the contract correctIn further review, I have verified that Ms [redacted] has returned the tablet line within the day guarantee as of November 16, and was therefore let out of the contract for the tablet line with no Early Termination Fee billed.Should Ms [redacted] have additional questions, she may contact our Customer Service Department at (888)944-9400.Sincerely,Quita M.Customer Resolution SupportU.SCellular®

Complaint: [redacted] I am rejecting this response because:Again, U.SCellular lists the terms and conditions of the rebate as written as an excuse not to honor the rebateIn their words below, they list the terms below, and then add one that is not in the written terms - "cancelling a required feature prior to processing the rebates violates the conditions of the offer." This, of course, is not written in the terms of the offer.U.SCellular states we started with device protection+ , which is absolutely correct, and that we cancelled device protection+ (anytime), which is absolutely correctBoth of these items are in the written rebate termsThe new term invents a duration for which device protection+ must be heldThis term is NOT in the terms and conditions for the rebateIn fact, the terms and conditions in the rebate which specify the duration for which device protection+ must be held in fact state ANYTIME as the duration.Inherently, because it is in the written terms of the agreement, the time frame listed as "ANYTIME" is a condition for the rebate to be valid.There are no other terms in the document that refer specifically to the duration that device protection+ must be heldThe "8-weeks" specification is a time frame for processing the rebate, not a time frame for holding device protection+.The terms have been met, and the rebate must be honored Ø Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offerØ Allow 8-weeks for processing after final submissionØ Device Protection+: Enrollment in Device Protection+ requiredØ You may cancel Device Protection+ anytimeThe terms clearly state that the customer’s reimbursement will be subject to the terms of the offerDevice Protection+ is a requirement of the rebate offerWhile customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offer Sincerely, [redacted] Ø Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offerØ Allow 8-weeks for processing after final submissionØ Device Protection+: Enrollment in Device Protection+ requiredØ You may cancel Device Protection+ anytimeThe terms clearly state that the customer’s reimbursement will be subject to the terms of the offerDevice Protection+ is a requirement of the rebate offerWhile customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offerMrSanford contacted us on June 3, and requested the Device Protection+ feature be removed from all lines on the accountMrSanford was advisedtwice that removing this feature would negatively impact any rebatesTen days later on June 13th MrSanford submitted his final bill from his previous carrierMrSanford’s Contract Buyout rebates were denied due to the required Device Protection+ feature having been voluntarily cancelled by MrSanford.Ø Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offerØ Allow 8-weeks for processing after final submissionØ Device Protection+: Enrollment in Device Protection+ requiredØ You may cancel Device Protection+ anytimeThe terms clearly state that the customer’s reimbursement will be subject to the terms of the offerDevice Protection+ is a requirement of the rebate offerWhile customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offerMrSanford contacted us on June 3, and requested the Device Protection+ feature be removed from all lines on the accountMrSanford was advisedtwice that removing this feature would negatively impact any rebatesTen days later on June 13th MrSanford submitted his final bill from his previous carrierMrSanford’s Contract Buyout rebates were denied due to the required Device Protection+ feature having been voluntarily cancelled by MrSanford

Initial Business Response / [redacted] (1000, 10, 2015/06/10) */ June 10, Revdex.com of Chicago Attention: Ms [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Account Holder: [redacted] Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] complaint regarding our Contract Payoff PromoI certainly understand the frustration that Ms [redacted] has expressed in her complaint about the misinformation provided about the qualifications for the promoI will be happy to review Ms [redacted] 's account to further assist Ms [redacted] at this time, we are currently running a promotion called Contract Payoff PromoThis promotion allows customers to port their numbers in from their current carrier and receive a rebate card for their Early Termination FeesThere are certain criteria that must be met in order for each line being ported in to qualify for the rebate offerI have included the details of the Contract Payoff Promo below: Contract Payoff Promo: Offer valid on up to consumer lines or business linesMust port in current number to U.SCellular and purchase new Smartphone or tablet through a Retail Installment Contract on a Shared Connect PlanSubmit final bill identifying Early Termination Fee (ETF) charged by carrier within days of activation date to uscellular.com/contractpayoff or via mail to U.SCellular Contract Payoff Program XXXX-XX; PO Box XXXXXX; El Paso, TX XXXXX-XXXXCustomer will be reimbursed for the ETF reflected on final bill up to $350/lineReimbursement in form of a U.SCellular Promotional Card is issued by [redacted] Member FDIC; additional offers are not sponsored or endorsed by [redacted] This card does not have cash access and can be used at any merchant location that accepts [redacted] Debit Cards within the U.SonlyCard valid through expiration date shown on front of cardAllow 12-weeks for processingTo be eligible, customer must register for My Account Ms [redacted] I was able to access Ms [redacted] 's original submission and I noticed that the billing statement received was only a summary of the charges billedThere were no pages included that provided specific details for each line's Early Termination FeeWe allowed Ms [redacted] to resubmit the rebate form to allow her another chance to receive her rebate cardsI see that Ms [redacted] 's rebate form was then escalated and approved and she is now going to receive three rebates in the mailThe rebate offer for line X-will be in the amount of $95.00, line X-will be $320.00, and line X-will be $ The other two lines, X-and X-0774, will not receive a rebate card due to the lines not meeting the above requirementsIn place of the rebate cards, we agreed to honor an account credit in the amount of the Early Termination Fees for the two remaining linesMs [redacted] agreed to fax in a copy of her final billing statement which displays specific details about said chargesUpon receipt of the fax, U.SCellular will apply the necessary adjustments to Ms [redacted] 's account I truly regret that Ms [redacted] and the account holder, Mr***, had a shaky start with our U.SCellular familyWe want Ms [redacted] to know that we never want our customers to feel like they have been tricked and lied toThis is why we have done everything that we can do to ensure that Ms [redacted] receives the credit for the amounts she was billed for the Early Termination Fees from her previous carrier Ms [redacted] , I greatly appreciate your time and the opportunity to assist with Ms [redacted] 's concernsI hope the above information is helpful and Ms [redacted] sees the value of our resolutionShould Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still do not have my rebateAnd U.SCellular has not met my expectationsI have in person hand carried my bill into a store, I have faxed a summary as I was told to do, I have faxed the whole thingMy husbands credit is still impacted and is cellular claims no responsibility in this matterI was not told the phone numbers that were unable to be imported did not qualify, on the contrary I was told all five lines would be paidThis is completely unacceptableI have been In Sales and customer service for years AND even thought us cellular was such a great deal had a coworker switch too, only to find out this is how I would be treatedNever mind that every time I called there was something else the representative I spoke with told me I had to do in order to get my rebateAll of which could have been avoided if the representatives that sold us our plan and the three other people since I spoke with were properly trained to help me the first timeI have spent over ten hours on the phone, on hold, getting disconnected and so on, and so onJust to get this debate I was told just bring your bill in when you get it to the store and we will take care of it for youSo much unnecessary aggravation and wasted timeI cannot believe the poor response Final Business Response / [redacted] (4000, 16, 2015/06/15) */ June 15, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Account Holder: [redacted] Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's rebuttal complaintI truly understand that Ms [redacted] is beyond frustrated by this current situation with her rebate cardsWe truly appreciate Ms [redacted] 's feedback and I will be [redacted] to further review Ms [redacted] 's information to assist I have checked the progress for Ms [redacted] 's rebate cards and I noticed that they were mailed on June 11, Ms [redacted] will receive the rebate cards in the mail within the next 5-business daysThe rebate cards will come in separate white envelopesThe amount of the Early Termination Fees for the other two lines will be credited directly to Ms [redacted] 's accountWe are still waiting to receive a copy of the detailed billing statementMs [redacted] may fax the detailed billing statement to XXX XXX-XXXX I do see that Ms [redacted] 's account was suspended for non-payMs [redacted] was advised by our Financial Services Department on June 8, of what her balance was and that the services were at risk of suspensionMs [redacted] refused to make payment because she was waiting to receive the rebate cards for the Contract Payoff PromoMs [redacted] 's service was restored and as a courtesy, for the inconveniences of this rebate situation, we are going to waive the Restore From Suspend Fees Ms [redacted] I greatly appreciate the additional opportunity to assist with Ms [redacted] 's concernsIf Ms [redacted] has additional questions, she may contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

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

February 11, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountThank you for contacting U.SCellular in reference to the complaint listed above received February 10, As a member of U.SCellular’s Customer Resolution Support Team, I am responding to the complaint filed by Mr [redacted] Mr [redacted] states his calls to customer service were due to not honoring the quoted price that he agreed to when he changed his planAlso that he was told that he can add and remove phones as needed with this plan as long as he stayed on a shared planMr [redacted] is asking for his early termination fee to be reversed because he was told he could add and remove phones at any time and feels unrewarded after having service with us for thirteen yearsI want Mr [redacted] to know we value him as our customer and we do not take his loyalty with us for the past thirteen years lightly I sincerely apologize for any confusion we may have caused Mr [redacted] on his previous billing statementsAs he mentioned, he did call into Customer Service and the issues were resolved as advised in the first communicationsIn regards, to adding or removing phones as needed, Mr [redacted] , is correctOn any of our plans he is welcome to add a line or remove a line, however; Mr [redacted] would be reasonable for any contract time remaining on the lines if he cancels the line earlyConsequently, canceling line -before the contract ended, an early termination fee has applied to Mr [redacted] ’s accountAt this time, we have offered to waive a third of the early termination fee which would be $credit off the $billed to Mr [redacted] ’s accountAnother alternative would be for Mr [redacted] to bring his number back within the next days and continue with the current contract time and we can reverse the full termination feeAs stated previously we offered to waive 1/of the cost of the early termination fee for line - This offer will be available for days, which ends on February 16th If Mr [redacted] chooses to take advantage of the offer we will be happy to apply the adjustmentPlease have Mr [redacted] reach out to our Solutions Consultant Department at the number provided belowI would also like to mention Mr [redacted] currently has a balance of $which is past dueIf he needs more time with making this payment he can contact Financial Services and they will be happy to see what options are available Although my research did not produce a new outcome Mr [redacted] had hoped for, I hope we can continue our business relationship with Mr [redacted] I appreciate the opportunity to address his concerns and once again would like to thank him for his service with us Should Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] KCustomer Resolution Support U.SCellular®

January 23rd, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting us in regards to the above account We are in receipt of Ms [redacted] ’s rebuttal wherein she states that she is aware of her one year discount, and that she financed a device, however she states that she was told the financing charge would be balanced by a discount on her data She states that she was told that her plan would be $before taxes, and feels that we have lured her in only to raise our price Ms [redacted] further states that we are offering lines with data for $to new customers, and that this pricing should be made available to herI regret that Ms [redacted] is under the impression that we would attempt to coerce customers into signing up for plans or services which they do not want or cannot afford, and then change the pricing to make it difficult for them to pay This type of practice would not benefit our company or our customers in any way As previously stated, we informed Ms [redacted] on December 16th, 2014, that her plan would be $per month before taxes and fees On November 6th, 2015, we advised Ms [redacted] that her new plan would be $per month, before taxes and fees, and including her free connection promotion which would soon expire The retail installment payment on Ms [redacted] ’s line ending in [redacted] is $24.95, which is balanced by the $line discount she is receiving for her line The free connection promotion which Ms [redacted] had on her line ending in [redacted] was a month promotion, and we made every attempt to ensure that Ms [redacted] was aware that it would expire, and that this would change the price of her planI understand that Ms [redacted] does not wish to pay more than necessary for her service, however, our pricing is clear, and we have made Ms [redacted] aware of the changes she will see on her statement each time she has made a change to her planAt this time, we are not offering any promotion for new customers which is $ Our current promotion is a gigabyte data package for $40.00, which is available to new and current customers This promotional price is currently $cheaper than the [redacted] plan of the same size If Ms [redacted] would like to move to this plan, which is smaller than the current package she has, she may do so at any time during the promotionI sincerely appreciate the opportunity to review Ms [redacted] ’s account, and provide information that I hope is helpful to her Should Ms [redacted] have any additional questions, she may contact our Customer Service Department by dialing ( [redacted] Sincerely, [redacted] WCustomer Resolution Support U.SCellular

May 2, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] ’s additional comments regarding his requests for resolutionIn his response Mr [redacted] makes several references to my rebuttal response which I will be happy to addressMr [redacted] states in his opening paragraph that he did not want a tablet or talk about a tablet during his wife’s visit to our retail locationWhile he was not present during the initial plan change, he did later contact the store to see if he could take advantage of that promotion to which we accommodated his request since he was now on a plan that offered that promotionMr [redacted] did state in his initial email to me that he did want to take advantage of this promotion even though the transaction was done by him at a later dateAs I stated in the previous rebuttal, this would not have been possible on his prior planMr [redacted] also states that he was informed by the retail location that his wife was not authorized on the account stating the discrepancies that were givenAs stated previously, our records show that Mrs [redacted] was authorized on the account dating back to which superseded any limited authorization Mr [redacted] provided on April 11th Per our policy, users are either fully authorized or not authorized, we do not offer options for limited authorizations on consumer accountsIn addition, customers must sign a contract for the plan change to show confirmation of the customer’s acceptance which Mrs [redacted] did on that dateIn his most recent response Mr [redacted] has now changed his requests from his original desired resolutionThere is certainly one thing that Mr[redacted] and we can both agreeNeither one of us wants to see Mr [redacted] move to another providerWhile we cannot agree to his desired list of resolutions, I would like to offer an alternate resolutionIf Mr [redacted] can locate a different provider that can provide the same service, features and benefits that he is enjoying on his current plan OR prior plan for less money, and can provide written proof to the store Manager, Mr***, for review, we will match that plan price so that Mr [redacted] can continue to have the peace of mind of having access to the best network in the industryI do hope this will help to show that we are interested in keeping Mr [redacted] ’s business and are willing to provide the best benefits at the least expensive priceShould Mr [redacted] have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] HCustomer Resolution Support U.SCellular®

May 24, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] ’s complaintMr [redacted] states that U.SCellular committed to change his plan from 8GB of data at $per month to 10GB of data at $per monthMr [redacted] states that he wasn’t advised that his discount of $30.00, on each line, would decrease to $25.00, on each lineMr [redacted] states that we should honor the first price he was quotedI’ll be happy to look into this for Mr [redacted] I can truly understand Mr [redacted] ’s concern with wanting to take advantage of the lower plan prices with the higher discounts Upon review of Mr [redacted] ’s account, I see that his plan was never changed from the 8GB data plan, and the monthly discount on each line is still $Unfortunately, I don’t find any copy of an invoice showing the prices that Mr [redacted] mentioned in his complaintAccount notes indicate that Mr [redacted] called our Customer Service department on May 10, and we advised Mr [redacted] of the potential change in the amount of his monthly discount, on each line, if the plan was changed to the new 10GB plan pricing, Mr [redacted] declined to change his plan at that timeRegretfully, I see no other notes regarding the new plan pricing, or a change in the plan on this accountBecause Mr [redacted] believed he was on the 10GB data plan, his account used additional data and was billed data overage charges of $When Mr [redacted] called on May 23, we waived the charges as a goodwill gestureWe have reviewed Mr [redacted] complaint Regretfully, I am unable to change Mr [redacted] ’s plan to the pricing that Mr [redacted] was quoted on May 10, With our new pricing structure the data bucket cost is lower, as is the monthly discountOur 10GB plan is $and the monthly discount, for qualifying lines, is $per lineShould Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] RCustomer Resolution Support U.SCellular®

Initial Business Response / [redacted] (1000, 10, 2015/05/19) */ [redacted] 19th, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: N/A Dear [redacted] , Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of [redacted] Anthony [redacted] correspondence in which he states that his phone has been showing a new voice mail notification but when he checks his phone, there are not any new messagesMr [redacted] states that he was not helped when contacting us about this issue due to not being authorized on the accountAnd finally, Mr [redacted] also states that the account was supposed to receive a contract buyout rebate credit and has yet to get anything I can understand Mr [redacted] frustration when not receiving help with his phone and also not receiving any new information regarding a rebate that was requestedWe sincerely apologize for any frustration or inconvenience this [redacted] have caused him Ms [redacted] , I hate to see that we were not able to help Mr [redacted] during his initial contact to us for issues with his voicemailI would like to let Mr [redacted] know that from experience, the voicemail notification can be cleared from the phone from a few steps takenMr [redacted] would simply need any person to call his phone and leave a new voicemailOnce this is done, Mr [redacted] need to call his voicemail box and listen to the new message and then erase itThis should ultimately clear the erroneous notification that has been showingHowever, if the problem persists, Mr [redacted] would need to be an authorized contact so we [redacted] work with him to do further troubleshooting and get to the root of the issue We have reviewed [redacted] concernsI regret that after review that we found that [redacted] has not been authorized on this account by the account ownerThis [redacted] be necessary in order to review and determine any information specific to the contract buyout rebate that Mr [redacted] has questionedBecause we value the security of our customers' information, we [redacted] require the Account Owner or and Authorized User contact U.SCellularThe account owner [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or from their U.SCellular phoneWe apologize for any inconvenience this [redacted] cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter Sincerely, [redacted] Customer Resolution Support U.SCellular(r) Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand and know how to clear the blinking lightThe problem is the voicemail icon is still in the upper left hand cornerThis has been almost weeks with this problemI tried calling my voicemail from a different phoneThat did not fix the problemThe first lady that I spoke too fixed my phone and was done with this in minsYou say "Because we value the security of our customers' information, we [redacted] require the Account Owner or and Authorized User contact U.SCellular"Please explain to me what "Security" has to do with fixing my phone? I am not asking to change the plan, I am not asking for personnel information, I am not asking for billing information.I am asking that you fix MY phone! [redacted] never once said sorry for the second customer repI called hanging up on me!! No need to now, I know what kind of service I [redacted] receive from U.SCellular!!! My phone is not the only with this problem, The first rep said they have been getting a lot of calls about the same issueSo if you don't want to fix my phone then don'tI am not going to have [redacted] (Account Owner) call you, so that you can call meIts a waste of [redacted] 's and my timeI now do regret switching from [redacted] Final Business Response / [redacted] (4000, 14, 2015/06/02) */ June 2nd, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: N/A Dear Ms [redacted] , Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr[redacted] ' correspondenceI am in receipt of Mr[redacted] ' complaint in which he states that he is still experiencing an erroneous voicemail notification showing on the upper part of his phone's screen and has now shown this way for two weeksMr[redacted] ' also does not understand why we stated that we value the security of our customer's accounts when he is not requesting any account changes, personal information, or billing informationAlso, Mr[redacted] ' states that the first associate that he worked with mentioned that there have been many occurrences with voicemail notification issueMr[redacted] requests that we fix his phone Ms [redacted] , we are deeply sorry for the way that Mr[redacted] was treated when his call disconnected previouslyWe never intend for any of our customers to feel as if this is done on purpose and do our best to call customers back, but in some situations, the associate [redacted] not have the opportunity to call the customer back while in queueWe would also like to apologize for the timeframe that Mr[redacted] has been having issues with his phone We have reviewed Mr[redacted] ' concernsI regret that after review that we found that Mr[redacted] has still not been authorized on this account by the account ownerMs [redacted] , the purpose for asking Mr[redacted] to have the account holder contact us to have him added as an authorized user is in response to two different parts of his original concerns statedThe first one being that the troubleshooting steps that were given in my original response were as much information as we can give without accessing the account to do any further technical review to get to the root of the issueThe second concern that Mr[redacted] stated was regarding not receiving rebates that were submitted forIn order to review rebate submissions and find out any resolution this would also require us to have account access to look into specific detail Ms [redacted] , I greatly appreciate being able to address this matter for Mr[redacted] We have provided as much information as we can without accessing the account to help Mr[redacted] with his phoneMr[redacted] has stated that he [redacted] not ask the account holder to contact us to have him added as an authorized userMs [redacted] , at this time, we respectfully ask that this matter be closedAgain, because we value the security of our customers' information, we [redacted] require the Account Owner or and Authorized User contact U.SCellularThey [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or from their U.SCellular phoneWe apologize for any inconvenience this [redacted] cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter Sincerely, [redacted] Customer Resolution Support U.SCellular(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 The response and resolution was in line with what I had expected initially from US CellularI am very happy that this is resolved, and look forward to remaining a loyal customer.I extend thanks to the Revdex.com for the assistance in this matter, and to US Cellular for making the adjustments Sincerely, [redacted]

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

Initial Business Response / [redacted] (1000, 10, 2015/07/24) */ July 24, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX [redacted] Thank you for contacting U.SCellular in reference to the above accountI have received Mr***'s complaint in which he explains that his wife passed [redacted] shortly after upgrading his family's planHe states that he had informed the associate in our RadioShack store location that his wife was ill and would probably pass [redacted] to which he says he was informed that it would not be a problem and that the line could be cancelled once she passedMr [redacted] continues by stating that he has contacted U.SCellular multiple times to have his wife's line cancelled showing proof that she has passed [redacted] and has been informed that to cancel the line he would be required to pay for his wife's phoneHe continues by stating that he does not plan to return the phone and does not feel he should pay the amount requested for the phoneMr***'s desired resolution is to have the phone cancelled I would first like to express my condolences for the passing [redacted] Mr***'s wifeI know how hard it is to have to deal with the loss of loved one, especially a spouseI wish for strength and peace for Mr [redacted] and his son's during this hard timeI would also like to apologize for any confusion or frustration that [redacted] have been caused while trying to get his wife's line cancelledI am [redacted] to review Mr***'s account and assist him In review of the account, it is noted that on June 17, 2015, Mr [redacted] called our store location and inquired if any lines on the account we eligible for upgrade and if Device Financing could be done on the accountMr [redacted] was advised that he could use an alternate line on his account for the upgradeMr [redacted] mentioned that his wife was in hospice careMr [redacted] was then informed that since he had Power of Attorney that he could sign for a Device Financing on the account On June 18, 2015, Mr [redacted] submitted a request to upgrade the cell phone number ending in -By June 19, 215, the line had been upgraded to the Samsung Galaxy SThe phone was then moved to the number ending in -The line ending in -was upgraded under the Device Financing Program which requires a Retail Installment ContractWith Device Financing, customers are billed a set amount for the phoneThe taxes and any applicable deposits are paid upfront and the remaining cost of the phone is divided over several months to pay the remaining cost of the phone while the line is activeThe Retail Installment Contract is non-transferableIn this case, Mr [redacted] signed a Retail Installment Contract stating that he would pay $for months towards the total $cost of the phone on the -while the line was active with U.SCellular A few days later on June 23, 2015, per our notes, Mr [redacted] contacted U.SCellular to advise that he wanted to cancel his wife's cell phone line as she had passed [redacted] It is noted that since Mr [redacted] was unable to verify the account information, he was referred to the store location with a valid photo ID to receive assistance with the accountAs general information, Mr [redacted] was advised that he would either need to return the device or keep the line active On June 25, 2015, it is noted that Mr [redacted] visited our store location and once again advised that his wife had passed [redacted] At this point, Mr [redacted] was advised of the Change of Ownership processThe Change of Ownership process allows customer to take responsibility of another customer cell phone number(s)This same day, it is also noted that Mr [redacted] was advise that in order to stop the Device Financing on the line (-XXXX), the phone would need to be returnedAfter declining to return the phone, Mr [redacted] was then advised that in order to keep the phone he would need to pay the remaining payments for the device for the line to be cancelled Our next communication with Mr [redacted] was on July 1, Mr [redacted] once again contacted us to cancel his wife's line (-XXXX) due to her passingHe was connected to our Customer Relations DepartmentUpon speaking with this department, Mr [redacted] was once again advised that he could pay the Retail Installment cost off for the line to have is cancelled and keep the phone or return all the phones with Retail Installment Contracts and have the account moved over to his name with previously owned equipmentHe was also reminded of the remaining Retail Installment costs for all of the lines that contained oneMr [redacted] declined the options and requested to speak with a supervisor Upon speaking with the supervisor, Mr [redacted] was provided an alternate optionThe supervisor decided to meet Mr [redacted] provide a credit to the account to help with the cost of the phoneA credit was applied to the account in the amount of $This amount would have been applied against the current balance on the accountMr [redacted] had stated that he already mailed the payment to cover his billTherefore the credit would have remained as on Mr***'s account to allow Mr [redacted] pay of the cost of the phone, leaving the credit to apply to his next billHe was then connected to our Customer Relations Department to complete the cancellation Upon being connected to our Customer Relations Team, Mr [redacted] was once again advised that he would need to pay the cost of the phone in order to have the line cancelled and the credit applied would go towards the balance on the accountHe once again declined to pay for the device As of today, the line that belonged to Mr***'s wife (ending in -3041) is still active with U.SCellularAs you can see from the above information, Mr [redacted] has been advised of different options in regards to having his wife's line cancelled and Mr [redacted] declined them all As per the Retail Installment Contract signed, Mr [redacted] is responsible for the remaining cost of the phoneAs long as the line is active, the cost can continue to be split over the months agreedHowever, if the line is to be cancelled, the remaining cost is due to at that timeI have included a section regarding this matter below "Default: You will be in default if you, (a) fail to make any payment when required, (b) violate any other provision of this Contract, (c) become the subject of any bankruptcy or insolvency proceeding, or (d) dieIf you are in default, to the extent permitted by applicable law, we [redacted] require you to pay immediately the entire unpaid Amount Financed as well as our collection costs, attorneys' fees and court costs related to enforcing your obligations under this ContractIf this Contract is entered into in Iowa or Wisconsin, we will not require you to pay attorneys' fees." As an alternative, Mr [redacted] has been allotted the opportunity to return the phone and not be held accountable to the remaining costMr [redacted] has declinedI certainly understand that there [redacted] be some very special videos or photos, etcof his wife on the phone that he wishes to keepFor this, I would recommend that Mr [redacted] have this information transferred to a different phone or device or forwarded to a specific email account to ensure that this information is save for future viewThis way Mr [redacted] continues to have these special documents and can return the phone Regrettably, we are unable to meet Mr***'s desired resolution to simply cancel the line until Mr [redacted] either returns the phone or makes payment for the remaining cost of the deviceI hope that this information provides more clarity into our decision and is found to be helpfulI appreciate this opportunity to review his account and address this matterIf Mr [redacted] should have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular(r) Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most of the above information is correct! But 1st of all I was told at the store there was no worries that when my wife passes [redacted] line would just be unhooked2nd I took my wife's upgrade, there for its my phone that I should have to turn in not her phone that is a couple years old3rd I was told at 1st it was I would have to pay in which I finally agreed to but when I got transfered to another person it went to 499! Out of all the banks and bills I have had to deal with transferring things over with this by far is the worst experienceAll this over a phone! I am done dealing with this and have chosen to move on and keep phones for my boys and ICrazy what companies will do to make a dollar

October 23, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: unknown Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Shawn ***'s correspondenceIn his complaint Mr [redacted] states he purchased a plan that included unlimited data and that when he exceeded Gigabytes of data, which he says was not disclosed, then his service was disconnectedHe then moved his number to Verizon and was charged for an Early Termination Fee which has since gone to a third party collection agency As a resolution he would like us to remove the account from the collection agency and remove the fee of $ We have reviewed his complaint but in this complaint he does not provide an account number or the phone number that he used when he was at US CellularWe cannot therefore access his specific account By way of general information we can affirm that we did not sell, nor advertise, an Unlimited Data plan in which is the year he mentions that he had service Please advise [redacted] to resubmit this complaint with his account number or the phone number he had when he was with US CellularWe will be glad to discuss his account in a specific manner at that timeIf he has documentation such as a contract or a US Cellular statement indicating that he had unlimited data we will be glad to review this documentationHe can attach this documentation in a response to this Revdex.com complaint if he prefers to do soWe 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 Support U.SCellular(r)

November 29, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL 60611Re: Complaint Number: [redacted] Customer’s Name: Jody ***U.S Cellular Account Number: [redacted] Account Holder: Jennifer ***Thank you for contacting U.S Cellular in reference to the above accountWe are in receipt of Ms***s complaint where she states there is an Advertising issueShe mentions the Samsung Galaxy Swas one pennyShe states when she went to the store she was told her bill would increase by $to recover the cost of the phoneMs [redacted] would like the option to upgrade to the Samsung Galaxy Swithout affecting her monthly billI certainly understand why Ms [redacted] would want to take advantage of that promotion for the phone as it was a great dealI will be happy to discuss with you the difference between Device Financing and Subsidized pricing an elaborate the Retail Wireless Consultants explanation of the bill increasingThere a few differences between Device Financing and SubsidizedThe first reason is subsidized discounts require a contract while Device Financing does not Obviously there is a difference in the price you pay as wellFor example the Black Friday and Saturday subsidized promotional pricing for the Samsung Galaxy Swas $(The current subsidized promotional rate is $as the penny rate was available for November 27th and 28th only)The Full Retail value of the phone is $That is nearly a $savings! We initially take an upfront loss on the equipment and expect to make our money back over the course of the contract periodThere are no discounts available on the price plan when subsidized equipment is purchased because of the upfront loss on equipmentMs [redacted] currently receives this discount because it has been more than two years since the line was upgraded with a subsidy.For Device Financing the full retail of value of $for the Samsung Galaxy Sis broken down over monthly payments totaling $per monthAny customer who has Device Financing will receive a discount off the monthly access fee for that lineThere is no loss on equipment with Device Financing so the saving is passed on to our customerOnce a subsidized purchase is made there is no longer a savings available to pass on to the customer.I can see how Ms [redacted] would feel upgrading with subsidized equipment would feel like a penalty because she would be losing a monthly discount since she has owned the equipment on her line for more than yearsI would ask that she please think of it this way; she would be choosing to take the discount upfront off the cost of the phone as opposed to spreading the discount out over yearsAll of our customers have the same choice: Subsidy versus Device FinancingUltimately the discount can either be applied to the phone or the plan, how the discount is allocated is completely up to the customer based on their choice of how they choose to upgradeWe appreciate the opportunity to view Ms***s accountI hope the explanation of how Device Financing and Subsided pricing works provides a better understanding of when discounts are applicableShould Ms [redacted] have further questions she may reach out to our friendly Customer Service Department at (888)944-9400.Sincerely,Paris DCustomer Resolution SupportU.SCellular®

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ June 12, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] P [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am receipt of Ms [redacted] 's complaint stating that about three weeks ago she made a payment on her account using her phone in an area that she doesn't get very good receptionShe stated that due to not getting good reception her payment didn't go through and she didn't know it at the time until her service was disconnected without any warningShe stated that she called and one of our agents advised her it was not for insufficient funds it just didn't go through and the payment was processed againShe stated that she got a letter in the mail from us advising her that she could not make any payment with her checking account because we were blocking that form of paymentShe stated when she called back regarding this she reached an agent that advised her that she would have to make her payment by cash or credit cardThe resolution she is seeking is a call from our corporate office, an explanation of why she received the letter, and why we are blocking that form of payment from her Ms [redacted] I would first like to apologize on behalf of U.SCellular for the way Ms [redacted] has been treatedWe greatly appreciate Ms [redacted] for being such a loyal customer for over years and sticking with our companyWe know that she has many choices in the wireless industry that she can choose fromI will be more than happy to review Ms [redacted] 's complaint and provide additional information regarding this matter Upon review of Ms [redacted] 's account it shows that a payment was made in the amount of $on May 20, That payment was for two months of serviceIt included a balance from a bill that was due on April 20, and May 21, When we did not receive the payment in April we sent out two notifications regarding the account balance on April 26, and May 6, We sent out those messages as a courtesy to Ms [redacted] , as the bill is the indicator as to when your balance is dueAlthough she was a month past due when she made the payment we had not suspended her service prior to this, as we do not have a grace periods after the balance is past dueThe payment was backed out on May 27, She is correct it was not due to insufficient funds it was due to the wrong account number being entered when making the paymentIf the payment was made on Ms [redacted] 's phone the payment information would have been displayed on the phone screen for her to verify what was being entered regardless of the reception she had in the area As of May 27, 2015the services were suspended for non-payment until we were able to receive certified funds on the accountWe consider certified funds as either by cash or a credit cardInstead of making it by either of those means the payment was made by check againThat payment was cancelled by us because at that time we had placed the block on the account preventing any further payments from being made by check on her account We did send out the letter informing Ms [redacted] about the block that was placed on the accountPer our policy if a payment is returned for any reason within a day rolling calendar period we will place a payment block by whatever means of payment the customer paid by for six monthsThe payment could be returned for reasons such as a closed account, incorrect account number was given, or insufficient funds were in the accountIn Ms [redacted] 's case this is the second returned payment we have had on the account within daysThe first payment was returned for the same reason of wrong account number entered on March 12, At this time we will not be able to accept any further payments by check until November 27, During this time frame we will only be able to take payments by cash or credit card on Ms [redacted] 's account We have reviewed Ms [redacted] 's complaintWithin this response I have provided further details as to why the block has been placed on the accountIn regards to our corporate office contacting Ms [redacted] since she has taken the steps of filing the Revdex.com complaint they are now the mediators in this matterThe purpose of the letter was to inform her of what had taken place on the account so she wouldn't be alarmed if she tried to make her future payments with a check and she didn't have any successAs of right now Ms [redacted] currently has a balance of $due on June 20, that we can either take the payment for her over the phone using a credit card at no cost or she can visit the nearest store location to make the payment in cashIf Ms [redacted] I constantly experiencing issue when she travels to the Ocean Isle Beach area I would recommend you doing *from her phone and that should help her to have better reception in the areaIf that does not seem to help we would recommend that she contact our Technical Support Department from a different device so we can troubleshoot this issue with her Should Ms [redacted] have additional questions, they may contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular