Merchant Retail Credit Association

October 22, 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] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.SCellular in reference to the above account, we are in receipt of Mr [redacted] 's complaint, I understand that he is frustrated regarding confusion about his balance due and a collection notice he received I am sorry for the frustration Mr [redacted] has experiencedI do show that a balance is due of $99.42, and that due to the period of time it went unpaid, it has been assigned to an outside collection agencyThe following is a timeline of events and how the balance accrued: On May 15th, 2015, a bill posted to Mr [redacted] 's account for $100.43, with the balance due on June 2nd On June 14th, 2015, another bill posted to his account, for an additional $100.43, bringing his total balance to $ On June 16th, 2015, we received payment for Mr [redacted] for $for the bill due on June 2ndThis reduced his balance to $100.43, with the remaining balance due on July 3rd On July 6th, Mr [redacted] 's phone was moved from his personal account to another account as he described in his complaintThis resulted in a credit of $to his account, bringing his balance to $ We never received payment for that remaining balance, and on October 10th, 2015, more than days after it was due, we assigned it to a collection agency for further action Now, I understand from Mr [redacted] 's complaint that he states he was told on two different occasions in U.SCellular stores that he had no balance dueI do not have any idea why, when presented with a bill clearly showing he owed money, on multiple occasions, we would have told him nothing was dueHowever, I do not question what Mr [redacted] states in his complaint, and I believe this to have been a clear error on our behalf, for which we completely apologize Regarding Mr [redacted] calling in, while he is correct that he may not have administrative access to the new account his phone is under presently, he still retains full access to his cancelled account, and we could and would provide him with any and all information appropriate pertaining to that account Having provided all of those details, and taking into account the incorrect information provided to Mr [redacted] on more than one occasion, I find it best based on Mr [redacted] 's prior loyalty to us, his ongoing service under a different account, and his good faith attempts to previously resolve this issue, to clear the balance due on his accountI am very sorry this was not handled better previouslyWe have credited his account for the remaining balance and are removing it from the collection agencyHe will receive a revised final statement from us showing his account is at a zero balanceWe appreciate him bringing this to our attention and again, I am very sorry for how this was handled previously If Mr [redacted] has any further questions or concerns, he may contact our Customer Service Department at (888)944-They are available to assist daily from 6:AM - 11:PM Central Time Sincerely, [redacted] M Customer Resolution Support U.SCellular

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 Although you have some facts not right ($quoted was for phones and a tablet.....adding another phone for my son would bring it to $190), I will accept this resolution Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/06/30) */ June 30, Revdex.com of Chicago N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: Jeffery [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of the correspondence from Mr [redacted] stating that in August the decision was made to leave U.SCellularMr [redacted] states that this decision was made due to U.SCellular no longer provided cell service in Chicago where work is locatedMr [redacted] says that a representative on the phone assured them that if the phones were turned in the Early Termination Fee would not be chargedMr [redacted] also says that they were advised that once the numbers were released that the account would automatically cancel and that only the remaining month of August would be owedMr [redacted] goes on to say that a bill was received several months later with the amount nearing $Mr [redacted] also says that all attempts to resolve the matter with U.SCellular have resulted in being told that they would be forced to pay the amount showing dueMr [redacted] continues by saying that the account has since been sent to collections which has also harmed the credit scoreMr [redacted] has requested that the amount due be adjusted to what was originally was told would be owed I would like to first take a moment and apologize for any frustration Mr [redacted] may have experienced while attempting to resolve this matterI appreciate the opportunity Mr [redacted] has given us to research his account and address this matter as well as provide additional information that may be helpful On August 25, Ms [redacted] spoke to U.SCellular regarding canceling servicesAt this time the account was still under contract until December U.SCellular offered to waive the Early Termination Fees as long as the phones were returned in good working orderU.SCellular was advised that there was an intention to take the numbers to another providerWhen the numbers are taken to another provider this automatically cancels the line that is takenOur records show that on August 26, the phones and the Hotspot were returned to a local storeDue to the intention of the numbers being taken to another provider the lines were not canceled Our records show that on September 12, the lines ending in - [redacted] and - [redacted] were taken to another providerIt was at this time that these lines were canceledOn October 29, 2014, Mr [redacted] had visited a store about canceling the remaining line for the HotspotIt was found that this was to have been done when the device was returned in August and was notFor this a credit of $was applied to the account When the phones were returned in August there was a balance of $covering services through September 13, Due to the cell phone numbers being taken to another provider prior to the end of the contract the Early Termination Fees were automatically chargedThese were charges of $with an additional $for taxes on the lines ending in - [redacted] and -***Due to the phones were returned, I have adjusted these chargesThere were also charges totaling $that were applied to the bill dated September 14, for services that were not usedThere were additional remaining charges of $to be adjusted from the bill dated October 14, billAfter the credits for the Early Termination Fees and for services that were not used this has brought the total credit applied to $This has been updated with the collection agency as no payment was received for the August bill After reviewing Mr [redacted] 's account I found that U.SCellular promised to waive the Early Termination Fees that had been chargedIn addition the Hotspot was not canceled when the device was returned and the line was not taken to another carrier resulting in additional charges for services that were not being usedI have adjusted the Early Termination Fees and charges for the two months of services that were charged in our errorThe updated amount has been sent to the collection agencyI encourage Mr [redacted] to contact the collection agency with an updated amount that is owed At U.SCellular(r), it is our goal to provide our customers with the very best in customer satisfactionWe have truly appreciated Mr [redacted] 's business and again regret any inconvenience this situation may have causedShould there be any additional questions regarding this correspondence, please have Mr [redacted] contact our Customer Service Department at [redacted] Sincerely, Jenifer L Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are very grateful that finally US Cellular has responded to our complaints and taken positive actionWe are more than happy to pay the adjusted amount rightfully due, and thank the Revdex.com for their assistance in resolving the matterAlthough it is disappointing that the matter had to be taken so far, we are pleased with this final outcome

February 10, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] 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 account I am in receipt of Mr [redacted] concerns regarding high bills due to data usageMr [redacted] stated that his bills have had been high due to data usage and that he went to our stores to try to resolved the data issue at which time he was told to contact Customer ServiceMr [redacted] stated he increased his data plan to no avail and felt like we did not attempt to resolve the issues and only wanted him in contractHe would now like a refund for services that he had I can certainly understand Mr [redacted] ’s concerns with the data chargesI hate to read that Mr [redacted] feels as though we did not try to resolve his issues and only wanted to keep him in contract I have reviewed Mr [redacted] account and show that he had a 3GB plan when he was incurring overageAfter going over Mr [redacted] contacted us in September of and we changed him to a 16GB plan to give him more dataIn September we also adjusted Mr [redacted] account for overage as a courtesy since was on 3GB plan and thought he was on a higher planSince changing plans Mr [redacted] did not incur any additional data charges as he stayed within the 16GB plan that he was changed toMr [redacted] contacted us again in November and we explained to him that we did adjust the data overage when we spoke in September, after that we did not hear from Mr [redacted] again until January at which time he requested information on cancelling his service and did not want to go over any options he just wanted cancellation information Since we assisted Mr [redacted] in September with a plan change as well as gave him credit for data overage, and then attempted to go over offers with Mr [redacted] in January we will not be making any additional adjustments to the account as none are due Should Mr [redacted] have additional questions, he/she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] *Customer Service Support Team U.SCellular®

February 25, 2016Revdex.com of ChicagoAttention: Revdex.com Customer Relations AdvocateN Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Account owner: [redacted] Thank you for contacting U.SCellularWe are in receipt of Mr [redacted] ’s fourth rebuttal in which he re-states that the sales person did not inform him he was signing a contractHe also restates that we care little for our customers and restates we are unwilling to compromise in this matterHe also states he did not read about our promotions on our website.Unfortunately, if the account owner and Mr [redacted] feel as if they were not advised of a contract or retail installments it would be superseded by the final responsibility of Mr [redacted] and the account owner to read what was provided to them prior to beginning service at our retail locationWe do not offer to pay for early termination fees without the customer’s agreement to a year commitment or installment planI regret that the account owner or Mr [redacted] did not read the terms and conditions of what they were signing which explained fully their obligations including the two year agreementAs stated in our initial response, there is not a “no contract” option offered as part of our switcher promotionWe have discussed and addressed the obvious negative feelings of the account owner and Mr [redacted] in the three most recent rebuttalsWhile we apologize for those feelings we also do not see any further need for future discussion as this matter has been fully addressedWe respectfully ask the Revdex.com to consider this matter closedSincerely, [redacted] H.Customer Resolution SupportU.SCellular® Tell us why here

Initial Business Response / [redacted] (1000, 10, 2015/09/08) */ September 8, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Revdex.com Customer Relations Advocate: Thank you for contacting us once again regarding Mr***' account and complaint with the Revdex.comOn August 24, we sent the following response to Mr***' original complaint received by U.SCellular that same dateThe original complaint number was XXXXXXXX [redacted] Customer Resolution Support U.SCellular Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr***' complaintI understand he is frustrated regarding confusion around his ability to upgrade and his contract statusI look forward to resolving this complaint As Mr [redacted] states, he started service with us on August 23rd, 2013, and at that time agreed to a two-year contractHe is correct in stating that we did not offer Shared Data plans at that time; however any conversations regarding them were purely speculationNo one was in a position to make a definitive declaration regarding any requirements the plan [redacted] or [redacted] not have, if offered, in the future We then did begin to offer these types of plans on October 13th, 2013, and switching to that type of plan did and does require a two-year contract extensionMr [redacted] switched to this type of plan on December 16th, However, having said that, it was clear from the review we conducted in response to Mr***' contact with us on August 5th, 2015, that proper procedure was not followed in securing agreement to the two-year extension the plan required, and as a result we decided to waive the contract on both of Mr***' linesThis information was provided verbally to Mr [redacted] on August 11th, 2015, but we do not send out written letters confirming such mattersI do apologize for any confusion as to one line's contract being waived vsthe other; both were covered by our review and our decisionAs a result, Mr***' contract is over with us as of August 23rd, 2015, on both lines, and both lines are eligible to upgrade and sign new contracts as Mr [redacted] requested I would like to note that when we tried to clarify the distinction between upgrade eligibility dates and contract dates (which are often different), we were not trying to sidetrack Mr [redacted] - only to clarify a specific difference which was extremely relevant to his disputeI hope that the above information is helpful and that Mr [redacted] will now consider this matter resolved If Mr [redacted] has any further questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXXThey are available to assist daily from 6:AM - 11:PM Central Time Thank you once again for your time Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from US CellularI would like to thank them for honoring my original contract and releasing me from a contract that I never agreed to, or even knew aboutRegardless, I will still consider US Cellular for my cell phone needs I would like to note that I fully understood the difference between an upgrade eligibility date and a contract dateAny "confusion" I [redacted] have had was a direct result of customer support consistently misdirecting the conversation away from my issue to my upgrade eligibilityI never once asked for or about an upgrade

Initial Business Response / [redacted] (1000, 10, 2015/09/04) */ September 4, 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 Greetings: Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms [redacted] 's complaint, wherein she infers that she is being unfairly charged for data overages Ms [redacted] wants to be reimbursed for the data overage charges, and she wants two new phones U.SCellular deeply regrets the circumstances leading to Ms [redacted] 's complaint, and I welcome the opportunity to address this for her Data overages occur when data usage exceeds the specified data allowance on a line or a planFor example, if a single line is allotted gigabytes (GB), and the user of this line uses GB, there would be a data overage of GBOn a shared data plan, all of the devices share the total data allowance on the plan, so the overage occurs when the overall data allowance is exceededFor example, if the data allowance for the whole plan was GB, and the combined data usage of all the devices was GB, there would be an overage of GBData overages are charged at predetermined rates that are specified in the service agreement During an exhaustive review of Ms [redacted] 's account, bills, and data usage, I discovered that it is only the line ending in [redacted] that is using excessive amounts of data, which is causing the overagesThere have been fluctuating overages for the last five billing cycles due primarily to the usage on this line, and overages in January and August of 2014, due solely to the usage on this line There are several methods and tools available to monitor and manage data usageData usage can be monitored in the customer's online account, or by calling Customer Service, or on the phones themselves, in most casesThere is a Data Estimator Tool on our website at www.uscellular.com that customers can use to estimate which activities will cause how much data usageAlso available is our Data Usage Controls feature, which allows the customer to set specific data cap limits for each line, substantially reducing the chances of any data overage Strictly as a courtesy, U.SCellular issues data usage warnings, via text message, when usage reaches 75% and 100% of the allowance, and then again for each tier of extra data allottedFor example, the initial data allowance is GB, and a tier of extra data is GBWhen the customer exceeds the initial allowance, an extra charge of $is automatically added to the billThis covers the first GB "tier" of extra usageAt the 75% and 100% usage levels of this tier, text warnings are again issuedThen, if usage exceeds the first GB tier, another $is added to the bill, to cover the next GB tier, and so on and so forthMs [redacted] 's account history reflects that all of these warning texts are being received, for both the initial allowance, and each additional tier of data usage Through extensive troubleshooting, it was determined that the data usage and subsequent overage charges were validNevertheless, because of Ms [redacted] 's long tenure as a loyal U.SCellular customer, out of the total of $in overage charges incurred over the last two years, $have been credited back to her account as courtesy creditsFor these reasons, we believe that we have already gone far beyond any obligation we have to ensure Ms [redacted] 's ultimate satisfaction, and that the issuance of additional credits and/or new phones is unwarranted Once again, we genuinely regret the circumstances leading to this complaintIt is our sincere hope that, upon thoughtful consideration, Ms [redacted] will reach the conclusion that we have been more than fair We deeply appreciate Ms [redacted] 's patience and understandingShould she have additional questions or concerns, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree I have received credit for overages but what I'm concerned about is the line that is going over is the phone itselfAfter extensive research, the 5s iPhone has had problems using and even though you have you're settings right, you will be charged for data usageThat's my complaintThe phone is faulty Final Business Response / [redacted] (4000, 14, 2015/09/09) */ September 9, 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 Greetings: Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms [redacted] 's rebuttal, wherein she acknowledges receiving the credits for the data overages, but also asserts that the phone is faulty To determine whether or not a phone is faulty, there are some troubleshooting steps that need to be performedFirst, the phone should be taken to one of our retail stores for diagnostic testingIf a problem is detected through diagnostic testing, the next step would be to contact our Technical Support Department, which will conduct further troubleshooting, and determine whether the phone can be repaired, and if not, whether the phone, and the problem itself, qualify for replacement under warrantyIf it does not, we would then discuss other replacement options with Ms [redacted] The notes on the account reflect that troubleshooting done earlier this summer revealed that the home router (not a U.SCellular device) was faultyIt does not appear that the phone itself has been tested using the diagnostic tool at one of our retail stores yet, or that any troubleshooting has been done by our Technical Support Department yetThese steps would need to be taken and clearly documented before phone replacement would be consideredThere is nothing so far that suggests any problem with the phone Our recommendation is that Ms [redacted] works with our retail and Technical Support Departments to determine whether there is a problem with the phoneMs [redacted] can locate a retail store via our website at www.uscellular.com/storefinder, and she can reach our Technical Support Department via Customer Service, by dialing from any U.SCellular phone, or (XXX)-XXX-XXXX from any phoneShe would need to call from a phone other than the one she believes to be faulty We are confident that this issue can be resolved through the channels and processes, and we respectfully request that this case be closedShould Ms [redacted] have additional questions or concerns, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

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

April 4, 2017Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate [redacted] 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] complaint, wherein he states that U.SCellular sent him a phone, without activating his account, and that he would have to drive to the nearest store, which is 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.SCellular, I would like to extend my deepest apologies for any misinformation or misunderstandingU.SCellular 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 establishedThe 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 timeApparently, 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 accountI 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 activatedAlthough we genuinely hope that Mr [redacted] will choose to stay with us, he does have up to 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***Should Mr [redacted] have additional questions, he may contact our Customer Service Department at [redacted] .Sincerely, [redacted] *.Customer Service Support TeamU.SCellular®

Complaint: [redacted] I am rejecting this response because:According to my records, [redacted] was my correct account numberIn addition, the phone number connected to this account is [redacted] Sincerely, [redacted]

December 19, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] 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] rebuttal wherein she does provide us with her account number and her cellular telephone numberI truly appreciate receiving the information that will allow me to review Ms [redacted] account and complaint We have received Ms [redacted] complaint stating she was supposed to receive $for switching to U.SCellular® from [redacted] Ms [redacted] states that she fulfilled all the requirements to qualify for the Contract Payoff Promotion as she was provided several different requirements from different representativesMs [redacted] also states she repeatedly called and was told to wait another 30/daysMs [redacted] states when the promotional card was sent to her it was sent to the wrong address, returned to us, and has since expired and cannot be reissued I understand how frustrating this situation has been for Ms [redacted] and I know how important the $promotional card is to herI am more than happy to review Ms [redacted] account Ms [redacted] began service with U.SCellular on October 3, 2014, by bringing her telephone number over from SprintThe following is information provided to all customers regarding the qualifications and requirements for the Contract Payoff PromotionThe information is also available online on our website Qualifications: Must sign up for a Shared Connect plan with Retail Installment pricingCustomers must port in their current number from another carrier to U.SCellular®Customers must purchase a new, qualifying device (basic phone, smartphone, or tablet)Customer must provide their previous carrier’s bill, showing ETF or Retail Installment pricing, carrier logo, customer name and phone number, and submit it within days of activation dateCustomers must sign up with My Account within days of activation Requirements: Customers must register through Young America microsite (www.uscellular.com/contractpayoff), and send their bill (or upload it to the microsite) showing the ETF to the PO Box listed under “Resources” Customers must scan or mail in their bill with their early termination fee listedCustomers need to provide the page of their bill with their carrier logo, Early Termination Fee, customer phone number and customer nameCustomer will receive a prepaid debit MasterCard with the amount of their ETF paid out, up to $350, per CTNPrepaid cards will be received within 12-weeks of submission.Previous carrier’s bill, showing ETF, customer name and phone number, and carrier logo must be submitted within days of activation dateThe account reflects Ms [redacted] first request for information on her Contract Payoff was on August 22, 2015; and her next request was on August 24, As our Rebate/Promotional cards are handled by a third party, Ms [redacted] was transferred to The Rebate Center for assistanceIn review of Ms [redacted] submission for the Contract Payoff Promotion, the mailed in forms were postmarked August 25, 2015, with the address provided by Ms [redacted] as the address the promotional card was eventually sent toI see the first entry that she processed was on September 19, This entry was well after the days from activation requirementThe entry Ms [redacted] mailed in was an incorrect form that was for a device rebate of $However, the reason the payoff was denied at that time was the previous carrier’s bill that is required to be provided, was not a bill from previous carrier and did not include the required information On October 16, 2015, over a year from the original promotion, Ms [redacted] was advised by the rebate representative that the paperwork she provided was not complete and did not fulfill the requirementsMs [redacted] was able to resubmit the entry with correct paperwork on December 8, 2015, and as the promotion states you will receive your promotional card within 12-weeks of submission Ms [redacted] contacted U.SCellular on February 2, 2016, and was advised it could take more timeMs [redacted] contacted us again on February 10, 2016, and again was advised it could take more timeSince it had only been approximately weeks it could have required another 30/days to complete the weeksThe Rebate Center mailed the promotional card for $on February 22, 2016, to the address Ms [redacted] had providedMs [redacted] account reflects that on February 29, 2016, the address was updatedAt the time the card was mailed, neither the Rebate Center nor U.SCellular was aware of the fact Ms [redacted] had moved The Rebate Center shows Ms [redacted] reached out to them on December 8, 2016, and was advised the card had been mailed on February 22, Ms [redacted] advised them she had movedAt no time had Ms [redacted] updated her address before the card was mailedThe account does not reflect any contact from Ms [redacted] regarding the rebate card after the call on February 10, We had no way of knowing the customer had not received her card, until we received the complaint Ms [redacted] filed with the Revdex.com The Rebate Center policy for returned cards does not include reaching out to the customerTheir policy for reissuing a card states: reissued cards only within days from the expiration date of the cardMs [redacted] promotional card expired June of Ms [redacted] states as a resolution for this issue she would like the $and an apology for years of agony we have caused herOf course we never want our customers to suffer when doing business with our companyI am saddened to hear that Ms [redacted] was unhappy with the services we providedIn review of the account I see as a courtesy we waived approximately $in valid Restore from Suspension fees to help Ms [redacted] However, we are unable to provide Ms [redacted] with the $promotional card Should Ms [redacted] have additional questions on her account, she would need to contact the collection agency her account has been placed withDCI Collection Agency which may be reached at [redacted] M-Th 9:30a-8:30p, Fri 9:30a-3:30p, and Sat 9:30a-1:30p EST Sincerely, [redacted] Customer Service Support Team U.SCellular®

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, Ma Soledad Diaz [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 accountI am in receipt of Mr [redacted] ’s complaintMr [redacted] states that he switched to U.SCellular, from [redacted] , in September 2015, after he was told we would pay off the old contractsMr [redacted] states that they submitted the forms as instructed and still hadn’t received the rebates by DecemberMr [redacted] states he called us in December and was told that the sales associate did not send the old phones inMr [redacted] states we told him the rebates would be sent out in two weeksMr [redacted] states they still have not received the rebatesMr [redacted] requests that we send the promised rebatesIt’s my pleasure to assist Mr [redacted] with this matterUpon review of Mr [redacted] ’s account, I see that on February 4, Ms [redacted] called and we advised her that it would be another eight to ten weeks before the cards would arriveI completely understand the frustration caused by this informationWe have reviewed Mr [redacted] ’s complaintI have escalated the rebate processing and the rebate cards will arrive via mail in 7-business daysI would like to apologize that it’s taken this long to get the rebates to Mr [redacted] Should Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] RCustomer Resolution Support U.SCellular®

October 28, 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 accountWe 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 onlyMs [redacted] highlights that our contracts pro-rate and she refuses to pay for U.SCellular'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 billedWe 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 onlyMs [redacted] is also correct that we pro-rate the ETFThe plan Ms [redacted] selected has an ETF of $per line that pro-rates over monthsMs [redacted] was billed an ETF of $per line when she ported her numbers out approximately two months after returning to U.SCellular 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 yearWe are truly sorry Ms [redacted] was surprised by the amount of the ETFs she has been billedWe 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 herShould 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.SCellular(r)

Initial Business Response / [redacted] (1000, 10, 2015/05/20) */ [redacted] 19, 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: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI understand that Mr [redacted] is disputing the contract on his lines that resulted from a recent plan changeMr [redacted] states that he was not told that all the lines would be under contract by changing to the new planMr [redacted] would like to cancel one line without an Early Termination Fee as a resolution Ms[redacted] I will be [redacted] to review Mr [redacted] 's account to find a fair resolution I have reviewed Mr [redacted] 's account and I see where he upgraded one of his lines recently and moved to a new planI show the contract on file that includes all three numbersMr [redacted] was provided a copy of this agreement on the February 27th, I understand Mr [redacted] is a long time, loyal customer of U.SCellular(r) and we appreciate his business, however I am unable to waive any Early Termination fees on his account Mr [redacted] stated that he asked the representative about cancelling one of the other lines in the future if he was offered a new job with a company provided phoneHe has three lines on his account and we offered to allow him to cancel one line without a feeThe line could not be the line that recently purchased a new phoneThis was what Mr [redacted] originally say's he requested in the store the day he changed plansWe have accommodated this request and Mr [redacted] declined the offerThe [redacted] line was the line that Mr [redacted] upgraded and because of this the line is not eligible to have the Early Termination fee waived Ms[redacted] we truly value our relationship with Mr [redacted] and I am willing to waive one Early Termination Fee upon cancellation of one of the two lines that did not upgrade recentlyThis was what Mr [redacted] originally requested and is a fair resolution for both U.SCellular(r) and Mr [redacted] I hope Mr [redacted] agrees and we can continue providing the excellent service and coverage he has come to expect Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe the representative understands what I want to do, and that is pretty apparent by the response I WANT TO KEEP THE XXX-XXX-XXXX phone number, which is WHAT I WAS TOLD I COULD DO BY THE US CELLULAR REPRESENTATIVE I want to cancel the plan that is currently associated with that phone number - the old voice only plan, which should not be under contract, according to the US Cellular representative when I bought my new phoneI want to keep the new phone, and honor the contract for that new phone, but use the XXX-XXX-XXXX phone number instead of the one assigned Alternatively, I would like to be able to port that phone number (XXX-XXX-XXXX) away from US Cellular and cancel that line without termination penalty I am not asking for anything that I was not promised when I bought the new phoneIf US Cellular has a problem with that, then perhaps they should invest more money in training THEIR employees not to misinform customers to get a saleI am appalled that I have to be upset about this and waste my time to just get what I was promised Final Business Response / [redacted] (4000, 18, 2015/06/02) */ June 2, 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: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] s responseI apologize that there still seems to be a misunderstanding on what Mr [redacted] has been requestingI understand that currently Mr [redacted] would just like to port one of his lines to Google Voice Ms[redacted] upon review of Mr [redacted] s account, I see that he has ported one of his numbers to another providerMr [redacted] stated in his rebuttal "I would like to be able to port that phone number (***- [redacted] ) away from US Cellular and cancel that line without termination penalty." This is what we offered to do for Mr [redacted] and this is the line that he ported out With Mr [redacted] porting this number out and with U.SCellular(r) waiving any Early Termination Fee associated with this line, I believe we have found a resolutionWe thank Mr [redacted] for the opportunity to assist him Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (2000, 20, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) While this was not the preferred solution to the situation, it will workI consider this matter closed

Initial Business Response / [redacted] (1000, 10, 2015/08/06) */ August 6th, 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 Good afternoon and thank you for contacting U.SCellular in reference to the above account! We appreciate you taking the time to contact usI am in receipt of Mr***'s complaint in which he states that he has made several calls to our Technical Support team due to going over the three Gigabytes of data in his plan because his has not been working properlyMr [redacted] states that he has called three times and has done a factory reset on his phone that has yet to resolve this issueHe also states that we told him that this was a known issue with the manufacture, LG, and that he would have to wait for LG to resolve this issueMr [redacted] states that he feels that he is not being provided adequate service due to this issue and requests that we allow him to terminate his lines without any early termination fees I can understand Mr***'s frustration when seeing unexpected data overages on his account and seeing that his is not consistently connected when neededWe deeply apologize for any frustration or inconvenience this [redacted] have caused himI would be [redacted] to review the account to find any information that [redacted] be helpful Upon reviewing Mr***'s account, we show that he first contacted us regarding the issue with his connection on July 26th, In his account memos, we show that we connected Mr [redacted] to our Technical Support team that first day (July 26th, 2015) and advised of basic troubleshooting which also included a factory data reset on his phoneOn July 27th, 2015, we show that Mr [redacted] contacted us again regarding the same issue with his connection where he again spoke with our Technical Support teamAt that time, we explained that the next steps would be to visit his local U.SCellular store to revert back to the previous software upgrade or he would be provided the option to do an Advanced Exchange for his device under the manufacture warrantyAt this time, we have gone through all necessary steps to attempt to resolve Mr***'s issue and also offered additional options for this current situation, but unfortunately Mr [redacted] has declinedAs a final suggestion as well, I would like to add that Mr [redacted] also turn off his Mobile Data when connected to to ensure that this does not toggle between the two signalsThis [redacted] offer some peace of mind that the data connection will not randomly connect through his plan if fails to stay connected After reviewing information provided through online Android platforms, this is a known issue that Android is aware of and is not directly an issue caused from LGWe apologize for the confusion this [redacted] have caused and the misinformation that we [redacted] have previously given to Mr***All software updates [redacted] come with possible bugs that Android has always diligently looked for a fix to send out to all users or provide a correction through the next software updateWe are saddened to hear that because of this that Mr [redacted] feels that he is not receiving adequate service from usIf Mr [redacted] chose to terminate either of his lines while still under his current agreement showing, then the early termination fees would be charged accurately to him to be responsible for We would hate to see Mr [redacted] make the decision to go elsewhere after being a part of our U.SCellular family, so we hope that we can work through this current situation togetherWe want Mr [redacted] to know that we are here for him and hope that this provides some clarity to his concernsShould Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do no accept this as a resolutionThere is no resolution other than to "downgrade" current software in hopes that it would fix the issueThis is not an attempt to resolve, rather a "shot in the dark" and extreme hope that it puts a cover on the real problemIn essence, I have to use older software when newer software is availableAs I mentioned before, I was told by the representative that this is a known issue, but yet, US Cellular has not corrected the issue with mine and, more than likely, many other customersAlso, I don't see in their notes where I explained that this isn't just a one time issue, that this is an issue I have had since I purchased the phoneThey have not offered anything other going to a store and getting my phone fixed, something that further inconveniences meI am told something different, every single time I call that customer service departmentYou ask that I turn off the data on my phone while using WiFi? Classic example of not listening to your customer! THE WIFI IS THE ISSUE AT HAND! IT IS NOT WORKING CORRECTLY! Either replace the phone with a brand, operating system, or whatever you are going to place blame on, with something that works correctly in ALL aspects; or release me from my contract with no termination feesIt is that simpleAnything less will not be acceptedI'm not going to go to a store, wait in line (for who knows how long), and not have anything fixedMy time is worth something to me Frustrated, [redacted] US Cellular Customer Final Consumer Response / [redacted] (4200, 20, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have started the process of leaving US CellularSorry, this issue could not be resolvedThe fees for Early Termination will not be an issue, because the company I will going to has offered to pay them on my behalf Final Business Response / [redacted] (4000, 18, 2015/08/18) */ August 18th, 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 Good morning and thank you for contacting U.SCellular in reference to the above account! We appreciate you contacting us backI am in receipt of Mr***'s rebutted complaint in which he states that he contacted our Ce on August 16th, to inquire about cancelling his service and the fees associated with his contractsMr [redacted] states that he was not offered at any time to have his phone replaced and is questioning if this was supposed to be an option offered to himMr [redacted] states that he is done calling or going into any stores I can understand Mr***'s sincere frustration when contacting us and not being offered something that is expectedWe are deeply sorry for the frustration Mr [redacted] has been experiencing with his phone and that he has had to take time out of his day to contact us in some way without a solution We hate to see that when Mr [redacted] contacted us to inquire about cancelling, he was not offered an advanced exchange and simply not offered anything further than the information for the early termination feesThe advanced exchange option that I mentioned in my previous response was something noted on Mr***'s account from our Technical Team on July 27th, This is something we show would still be an option and so we apologize that our Solutions Consultants that Mr [redacted] spoke with did not see this in a previous transaction on his account We would hate to see Mr [redacted] ultimately decide to cancel, if he is willing to contact and speak with our Technical Team one final time, we will make sure that your advanced exchange is processed and I will personally note his accountIf Mr [redacted] still chooses to cancel, then unfortunately we have to ask that he please contact us to speak with our Solution Consultants department again to do so Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

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

Complaint: [redacted] I am rejecting this response because: US Cellular is lyingggggggggggggggggggggg, YET AGAIN!!!!!!!!!!!! IIIIII made all of the payments on the account, except for the credits of: $for dealing with horrendous representatives who treated me terribly, the $credit was for signing up for autopay I was, IN FACTTTTTTTTTTTTTTTTTTTTTTTTT, promised a check for allllllllllllll of the credits on my account US Cellular does NEED to stoppppppppppppp their pathological lying and pass the remaining credits due to me, to my other account: [redacted] And, onlyyyyyyyy in that case, shall I consider this matter closed FYI US Cellular: I talked to a MULTITUDE of reps at US Cellular--not the handful that you pathologically lied about!!!!!!!!! Sincerely, [redacted]

November 18, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] 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 the complaint submitted by Ms [redacted] and I am more than happy to address her concerns In her complaint, Ms [redacted] explains that she has not received the $reimbursement that was promised to her when she established services in March of She has contacted a store representative multiple times, and has not yet seen a resolution, despite being advised that we would apply a $credit to her account two months agoShe also stated that her reception quality is not satisfactory, and she has missed many calls on her business lineShe would like for the $credit to be applied to her account, and she would like the ability to return the equipment purchased from us to switch back to her previous carrier with no penalties I truly regret to learn of the experience Ms [redacted] has describedI can imagine the inconvenience this situation has caused, as she has contacted us multiple times for a resolutionAfter reviewing her account, I was happy to see that the $credit that was promised was applied to her account on November 17, I would like to genuinely apologize to Ms [redacted] for the amount of time it has taken to apply this credit in lieu of the rebate she did not receiveThe adjustment that was applied covered her current account balance, and left her with a credit balance of $that will apply to her next bill I certainly understand the importance of having reliable service at all times, especially when using a phone for businessI am sorry to learn that Ms [redacted] has missed important calls due to service issuesI do see that Ms [redacted] contact our technical support department in May regarding the coverage in her home, and we offered a signal booster for half off as a courtesy to the customerI would be willing to extend this offer again to the customer, and if she wishes to accept, she does have days to test the device and ensure that she is satisfiedIf it does not work as expected, she can return the device within days for a refundTo purchase a signal booster for half price, we ask that Ms [redacted] contact our business support department at [redacted] We have applied all promised discounts and credits to the customer’s account, and we are most certainly willing to further troubleshoot and help improve the reception quality in her homeBecause of this, I am not able to honor her request to return her equipment to cancel with no fees Should Ms [redacted] have additional questions, she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

November 1, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] - US Cellular Customer’s Name: [redacted] U.SCellular Account Number: N/A Thank you for contacting U.SCellular in reference to the above account We are in receipt of Mr [redacted] complaint where he states that he is unable to use his data each month, and that U.SCellular is not willing to assist him with this problemMr [redacted] also stated that his bill continues to increase, and we continue to charge him for service that he cannot use We definitely understand the frustration that Mr [redacted] has expressedWe will be more than happy to review Mr [redacted] ’s account, so that we can come to a resolution and resolve these issues in a timely manner I have reviewed Mr [redacted] ’s account, and can see that he is on our Prepaid: Simple Connect $(before tax) - Unlimited Talk Text and 2GB High Speed Data PlanThis plan is billed at one set price each month, and will not increase because it cannot incur overages After further review, Mr [redacted] has been able to utilize his data plan each monthHowever, after he reaches the 2GB High Speed Data included in his plan, he his automatically throttled back to 1X speeds which is much slower and takes longer to connect to the internet We have reviewed Mr [redacted] ’s complaintThe Prepaid: Simple Connect plan that Mr [redacted] is on, is working as it is should and he is receiving full benefits of the planWe understand that Mr [redacted] would like to be able to access the internet more freely, and that he is need of a plan that will allow him to use more data during the monthU.SCellular does offer a Prepaid: Simple Connect $(before tax) –Unlimited Talk Text and 5GB High Speed Data Plan that may work better for Mr [redacted] Should Mr [redacted] have additional questions, or if he would like to change plans he may contact our Prepaid Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®