Merchant Retail Credit Association

Initial Business Response / [redacted] (1000, 10, 2015/07/20) */ July 20, 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 Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's complaint regarding the contracts on his account, and I am more than [redacted] to address his concerns In his complaint, Mr [redacted] states that we have extended the two year commitment on each of his five linesHe claims that he never signed a contract associated with the extensions and he has contacted U.SCellular over times in attempt to resolve this matterHe would like for his contracts to be reduced, however, he will pay the termination fee that he agreed to in writing for one of his lines (he did not specify which) I can imagine the concern caused when Mr [redacted] discovered that he had entered into a new two year commitment on each of his lines when switching to a shared data plan in January, especially since he did not recall being informed of this or signing any paperworkI am truly sorry for the inconvenience the customer has experienced while attempting to resolve this matterI regret that this miscommunication has occurred, and that Mr [redacted] was not fully aware of the new commitments when completing the plan changes in JanuaryDue to the situation and the inconsistent information he has received surrounding his early termination fees when calling in, I am willing make adjustments to the commitments on each line Because the customer is disputing the contracts applied to each line on 01/17/when he changed his plan to shared data, which requires a new two year commitment when switching from a retired plan, I will make an exception and remove this contract from each lineHe will be responsible for the commitments that existed on each line before change took place or were entered into after the plan changeThe customer's updated contract dates and termination fees are as follows (prorated from $350.00): -***: Contract period 04/28/XXXX-XX/28/2016; Associated with iPhone 5c purchased when establishing line on 04/28/The termination fee is approximately $ -***: Contract period 04/28/XXXX-XX/28/2016; Associated with iPhone 5c purchased when establishing line on 04/28/The termination fee is approximately $ - [redacted] Contract period 04/28/XXXX-XX/28/2016; Associated with 30% monthly discount added on 04/28/in exchange for two year commitment as retention offerThe termination fee is approximately $ [redacted] Contract period 04/28/XXXX-XX/28/2016; Associated with 30% monthly discount added on 04/28/in exchange for two year commitment as retention offerThe termination fee is approximately $ -***: Contract period 03/13/XXXX-XX/13/2015; Associated with upgrade to Galaxy Son 03/13/The termination fee is approximately $ I am saddened to learn that Mr [redacted] is considering other carriers, as he has been a loyal U.SCellular customer for over two years and we do greatly appreciate his businessIf Mr [redacted] still intends to cancel his account with us, I would recommend that he contact our Customer Relations Department at XXX-XXX-XXXX before doing so to discuss cancellation details, as well as any other options available to himI hope that my response has been helpful, and that the resolution is to his satisfaction Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am willing to accept the following: [redacted] for cancellation of $ No cancel fee for [redacted] - this phone is years old Cancel [redacted] for $ Thank you, [redacted] Final Business Response / [redacted] (4000, 14, 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 Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's rebuttalMr [redacted] states in his rebuttal that US Cellular extended his contract on five lines for an extra two years without his agreementHe states he never signed anything indicating a two year agreement and has contacted a lawyer to dispute the Early Termination Fees he would be liable forMr [redacted] 's desire resolution is to have all contracts cancelled but the one line he remembers signing for I can certainly understand Mr [redacted] 's situation and the frustration he has incurred over the dispute of this matterI would be more than [redacted] to review the account for further information I have received all copies of the paperwork that Mr [redacted] signed in store for his lines of service on April 28, and March 13, Each contract has the Early Termination Fee and month term clearly visible above his signatureIf Mr [redacted] would like copies of these documents, we would be more than [redacted] to mail them to the billing address on fileEach document includes the details for lines ending in [redacted] All of the Early Termination Fees the customer would incur are valid except for line [redacted] which was determined to have Customer Owned Equipment on it and is not subject to an Early Termination Fee since it is now outside of the month agreement period Based on this information, should Mr [redacted] wish to cancel services with us, he would be liable for the Early Termination Fees for four of the five lines he has on his U.SCellular(r) accountI have included below a detailed breakdown of the approximate cost of the Early Termination Fees: [redacted] Line : Contract period 04/28/2014-The termination fee is approximately $ Line [redacted] Contract period 04/28/2014-The termination fee is approximately $ Line ***: Contract period 04/28/2014-The termination fee is approximately $ Line [redacted] Contract period 03/13/2015-The termination fee is approximately $ I am saddened that this experience has caused Mr [redacted] to consider terminating his serviceCustomer satisfaction has always been our company's primary goalWe strive to provide all of our customers with the ideal experience in all dealings with our companyWe appreciate Mr [redacted] 's honest feedbackI hope that Mr [redacted] will reconsider the cancellation of his account, as we would not want to lose him as a customer Should Mr [redacted] have any additional inquiries, he [redacted] contact our Customer Service Department at X(XXX)XXX-XXXX from 6AM-11PM every day Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ June 8, 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 accountWe are in receipt of Mr [redacted] correspondence in regards to his contract and data issuesMr [redacted] states that U.SCellular changed the service agreement that was signed back in December of Mr [redacted] also states that his data package was changed without his knowledge causing him to experience slowness when trying to use the service U.S Cellular understands how important data plans and connection speeds are to our customersIt is never our intention to make our customers feel as if we are not owning up to our service agreements, or making changes without advising our customer firstWe apologize for any inconvenience this issue [redacted] have caused Mr [redacted] I appreciate the opportunity to review Mr [redacted] 's account and help in any way I can Upon review of Mr [redacted] 's account I see that he data plan was changed on April 10, Mr [redacted] agreed to have the promotion plan for months when he signed his contract in December 2012, as stated in the terms and conditions of Mr [redacted] 's agreementThe promotion for the unlimited data plan ended March 30, Mr [redacted] was able to keep the unlimited data plan for an additional months after his agreement had been reachedWe have sent letters to all customers who are on unlimited data plans advising that these changes would be made to their account effective March 31, We ask that Mr [redacted] understands that we have honored our end of the service agreement for the full monthsMr [redacted] still has unlimited data, it now is throttled once a certain amount of data is reached We have reviewed Mr [redacted] 's complaintWhile we understand that Mr [redacted] would like his old plan back and not have his data throttled, we are unable to do so as this was a promotional plan for 24monthsShould Mr [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the response from US Cellular for the following reasons: The 24-month period that Ms [redacted] (US Cellular Customer Resolution Support) is the initial term in which if customer is to terminate such contract the customer will have to pay an "early termination fee." As I have stated in my complaint, I have been with US Cellular for at least years and this is the first time where our service agreement were changed without our knowledgePreviously, the contract of service agreement remained the same after the initial term unless we (the customer) seek new contract The letter in which supposedly sent to all customers who are on unlimited data plans advising them of the changeswe never received a letter advising us of any changed We have a copy our contract and the US Cellular Plans when we signed the service agreement in None of these materials indicate any notice about different types of speed for internet connectTo throttle our internet service that we cannot perform basic function such as checking email is malicious and not right Final Business Response / [redacted] (4000, 13, 2015/07/31) */ July 30, 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 Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's rebuttal to our response, and I am more than [redacted] to address his concerns I regret the delay of this response, I can see that a reply was composed on June 22, 2015, but unfortunately it was not submitted through the websiteI truly appreciate the customer's patience with us In his rebuttal, Mr [redacted] states that the purpose of a service agreement is to charge a termination fee if the lines are cancelled before the commitment is complete, and has no association with his price planAt this time, Mr [redacted] 's price plan has not changed, as we do not require this once a contract has endedHowever, the unlimited data was an additional feature and a promotion that lasted for monthsThe two year commitment was simply a requirement in order to qualify for the promotionTo clarify, the unlimited data feature was not removed when the commitment ended in December of because the commitment had no effect on this featureThe feature was removed in April of because it was a promotion only valid for monthsI sincerely apologize if this was not communicated clearly when Mr [redacted] originally elected the promotional data feature in December of Letters were sent to the billing address of all customers who currently had the promotional feature, and I regret that Mr [redacted] did not receive the notice, which caused the change to be a surprise to himI want to assure Mr [redacted] that we value his loyalty, and I am saddened that recent events have left him dissatisfied, as this was never our intention Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] 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 Sincerely, [redacted] ***

April 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 Ms [redacted] ’s complaint which she states that she has been a long time customer for over years and has never experienced as many issues as she has over the past few yearsMs [redacted] states she had a problem ith calls being made to Canada from a line on her account when they never call CanadaThankfully those issues have been resolvedMs [redacted] now states that the cost of her plan monthly is not what she was told it would be when she changed from an old Family plan to our new Shared Data plansI certainly understand her frustration and I will be happy to assist herMs [redacted] was on a old Family plan until November 2, when she switched to a 6GB for $Ms [redacted] then changed her plan to the Promotional plan of 6GB for $The charge for each line on the Family plan after the first two lines would be $However, the Shared Data plans bill to what devices are on each lineOn the Shared Data plan smartphones are billed at $and basic phones are billed at $However, if the lines qualify they could receive a discount from these chargesWhile on the $Shared Data plan some of Ms [redacted] ’s lines were receiving discountsThe lines ending in 4121, 5702, and were receiving the correct $discount associated with the basic phones on these linesThese discounts brought the $basic phone access charge down to $for each lineWith the $for 6GB, the lines above being charged $a month, line being $due to not meeting requirements for the discount, and the two lines [redacted] and being smartphones and not meeting the discount requiremens were billed at a $access chargeThis would bring a total before taxes to $a monthNow that Ms [redacted] is on the $for 6GB plan the discounts remain the same and the overall savings is $from the amount aboveThe billing for the account is correct as I have found no errorsHowever, the two smartphones on your account will meet the requirements for their discounts in just a few weeksI have added these discounts early and this will mean the smartphones will receive a $discount each off their monthly access chargeThis will bring your monthly bills before taxes or fees to $a monthMs [redacted] will see these discounts shown on her next bill due in May along with extra prorated amount of discountShould Ms [redacted] have additional questions, he/she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] ACustomer Resolution Support U.SCellular®

January 26, Revdex.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 Ms [redacted] concerns over not receiving the refund she was promised after several calls and escalations Her desired settlement is to receive the expected refund I can certainly understand Ms [redacted] frustration if she was unable to receive a resolution after several attempts I have carefully reviewed Ms [redacted] account and I show that she made an additional payment of $on 1/8/and called in that same day to request a refund be issued Payment Control notations indicate that the refund was issued to the card requested and would be applied to the customer’s account within the next 7-business days Several Customer Service and Escalation notations indicate we advised the refund was completed I conferred with our Payment Control Department over the phone regarding the current state of the refund I discovered that the refund was not processed completely by our system We understand that this mistake has caused frustration for Ms [redacted] We can assure her that we have re-applied the refund request directly in the amount of $to the credit card she requested Ms [redacted] has been extremely patient and understanding and we appreciate her continued patience While it can take up to 7-business days to receive, Ms [redacted] should be receiving her refund shortly We appreciate the opportunity Ms [redacted] provided to correct this error Should Ms [redacted] have additional questions, she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support TeamU.SCellular® Tell us why here

August 13th, Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] * [redacted] Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms [redacted] complaint, wherein she states that she received a message on our website indicating the [redacted] could be purchased for a penny with a two year contract Ms [redacted] states that she has been in contact with us regarding this offer, and has been informed that the offer was not valid, and was not intended to appear on our website Ms [redacted] wishes to either be allowed to purchase the device for a penny, or to have the offer removed from our siteWe have reviewed Ms [redacted] concernsBecause we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposesThis was not provided in her submission Please advise Ms [redacted] to resubmit this complaint with the information requested above and we will be happy to address her concern at that timeWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter Sincerely, [redacted] **Customer Resolution SupportU.SCellular

January 18, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: Jennifer L [redacted] U.SCellular Account Number: Not Provided Thank you for contacting U.SCellular in reference to the above complaintWe are in receipt of Ms [redacted] correspondence in which she states she purchased a new phone, two tablets, a case with rewards points, and added a data blockage so she couldn’t go over her data Her bill is over $and she was denied arrangements because of a broken payment arrangement Ms [redacted] would like for her services to be turned back on and she does not want to be charged for her tablets We are truly sorry for any frustration this situation has caused Ms [redacted] states her rewards points should have covered the case she purchased U.SCellular began to phase out our rewards program in early and ended our rewards points program on September 1st, Rewards points were not available to Ms [redacted] in November to purchase a casePlease know it is never our intention to hide any charges or activation fees from a customer Our activation fees are printed on each service agreement that must be signed In regards to our data blocking service, we offer data usage controls that will prevent new data sessions once a specified limit has reached our system We will not interrupt a customer in the middle of a data session so there is the possibility of overage The usage controls are intended to minimize overage, not completely prevent it We have reviewed Ms [redacted] concernsBecause we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposesThis was not provided in her submissionPlease advise Ms [redacted] to resubmit this complaint with the information requested above and we will be happy to address her concern at that time We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matterSincerely, Amy CCustomer 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 meThey were very prompt when contacting me directly and assured me they will make this rightThank you for all your help! Sincerely, [redacted]

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

Initial Business Response / [redacted] (1000, 5, 2015/05/01) */ [redacted] 1st, 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 accountWe are in receipt of Ms [redacted] complaint that we were not able to upgrade her phone, and that she did not receive an insurance replacementI would be glad to address the situation Since Ms [redacted] 's complaint was received, our department has been in communication with the Office of the President of U.SCellularThey have in turn been in contact with Ms [redacted] , and have attempted to resolve the matterI regret that since then, she has cancelled service with usI am very sorry that we were not able to come to a resolution regarding an upgrade or replacement for the phonePlease convey my thanks to Ms [redacted] for her business with U.SCellular Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2015/09/18) */ September 18, 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 Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms***' complaint stating she has not received her contract buyout reimbursementShe has requested the $reimbursement to cover the charges from ending her ***(r) contactI appreciate the opportunity to review Ms***' complaint and account We would like to sincerely apologize for the frustration Ms [redacted] has experiencedMs [redacted] was initially provided inaccurate information about the program being over as our Contract Payoff Promotion is still ongoingWe were unable to locate Ms***' uploaded bill with our Rebate Center; I am unsure as to what would have been mailed on the 4th It is never our intention to have a customer runaround or make extraordinary efforts to receive a promotionMs [redacted] has certainly put forth every effort to provide us with the required informationI have adjusted Ms***' account the $she accrued from ending her contract early with ***I have also issued a $courtesy adjustment in an effort to rebuild MsSite's trust in U.SCellularMs***' balance is now $31.56; this balance is due 9/29/ We know there are many choices when it comes to selecting a service provider and we are truly honored Ms [redacted] selected U.SCellularWe strive to be a company that is easy to do business with and we hope to exceed Ms***' expectations going forwardShould she have any additional questions, our Customer Service Department is available daily from 6am-11pm Central Time by calling XXX-XXX-XXXX or from any U.SCellular phone Sincerely, [redacted] Customer Resolution Support U.SCellular(r)

April 16, 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 Ms [redacted] complaint, wherein she expresses disappointment and concern regarding high bills, service interruptions, and lack of adequate explanations as to why her bills are so high.Ms [redacted] would like for someone to call her, and explain her billing, and assist her in lowering the bill to something less costly for two cell phones.I empathize deeply with Ms [redacted] disappointment and concern, and I welcome the opportunity to address this situation for her.First, on behalf of U.SCellular, I would like to express my deepest regrets for the unfortunate circumstances resulting in the high bills and service interruptionsThe high bills were primarily caused by missed or insufficient payments, data overage charges, late fees, and restoration feesThe restoration fees resulted from interruptions in service due to nonpayment.Ms [redacted] payments first started running behind after the bill dated 8/2/At this time, the monthly bill was $177.98, plus taxes and feesThe due date for this bill was 8/27/2016, but payment was not made until 9/10/Since then, payments have been behind by at least billing cycle, and, on occasions, by billing cyclesThe past due amounts carried over from bill to bill, resulting in at least months’ worth of payments coming due on all subsequent bills since they first fell behind on 8/2/2016.The bill dated 11/2/was higher than due to the $past due amount, and $in data overage charges caused by exceeding the gigabyte (GB) data allowance on the plan at that time.The bills dated 1/2/2017, 2/2/2017, 3/2/2017, and 4/2/each had large past due amounts, plus $each in restoration fees resulting from service interruptions due to nonpayment, and $each in late fees.The bill dated 1/2/also had $in data overage charges, and the bill dated 2/2/also had $in data overage chargesThe data allowance was subsequently raised to GB, which increased the bills by $per monthThere have been no data overage charges for the last bills.Service interruptions due to nonpayment occurred on 12/8/2016, 1/8/2017, 2/8/2017, 3/10/2017, 4/7/2017, and 4/15/The restoration fees are $per line following each interruptionThe restoration fees for the interruptions on 4/7/and 4/15/will appear on the next bill.In order to avoid the service interruptions and restoration fees, the payments need to be completely caught up, so that the account balance is zero, and then continue to be made by or before the due datesPayment arrangements are a viable option when the full bill cannot be paid on time due to unusual financial circumstances, however, they must be kept in order to avoid the interruptions in service.Aside from the charges described above, there are no other unusual charges on Ms [redacted] billsThere are no billing discrepanciesIf Ms [redacted] would like any further clarification by phone, she should call our Customer Service DepartmentThis response will be in the notes on the account.With regards to lowering costs, Ms [redacted] will benefit greatly by switching to the Total Plan, which offer unlimited dataThis will eliminate data overage charges and monthly access chargesIt also eliminates device activation fees, which will save up to $each time a device is upgradedThere is no new contract requirement for switching to this plan.Without any data overage charges, late fees, restoration fees, or past due amounts, Ms [redacted] current monthly bills, including device financing and device protection, are $187.98, plus taxes and feesFor the same price, she can have unlimited data on both lines, plus all of the other advantages mentioned aboveIt is important to emphasize that the potential savings in data overage charges is immeasurable!Furthermore, Ms [redacted] can save $per month by switching to paperless billing and autopay via her online account (My Account)This will mean not having to worry about late payments anymore, so no more late fees or restoration fees!On the recommended Total Plan, the line ending in [redacted] will have GB of high speed data, followed by unlimited data at 2G speed, and the line ending in [redacted] will have GB of high speed data, followed by unlimited data at 2G speedTo make this plan change, Ms [redacted] can call Customer Service, visit one of our retail stores, or even do so online, via her My Account.It has been my pleasure to resolve this issue for Ms [redacted] Should Ms [redacted] have additional questions or concerns, she may contact our Customer Service Department at [redacted] Sincerely, [redacted] **Customer Service Support TeamU.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, S [redacted] ***

Initial Business Response / [redacted] (1000, 10, 2015/07/24) */ July 24th, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's complaint which states her dissatisfaction with the removal of a promotional discount on her account and the concern that our store representative advised that this discount would never be removed for the life of the planMs [redacted] states that she was advised the cost of her monthly bill would be $and would never rise as long as she did not make changes on her account, with the understanding that her discount was permanentIn receiving a letter from U.SCellular(r) recently, Ms [redacted] is now aware that this discount was promotional and requests to have her bill permanently lowered to $as she was promisedI appreciate the opportunity to address these concerns I can definitely understand Ms [redacted] 's frustration with this situation and the potential increase of her monthly cost contrary to what she was advised in storeIt is truly never our intention to mislead our customers or cause an inconvenience or concernWe understand the importance of maintaining household costs these days and keeping bills as manageable as possiblyWe sincerely apologize for the frustration that Ms [redacted] has experienced In researching the account I see that the associate whom assisted Ms [redacted] the day her promotional discount was applied, was contacted personally as she advisesThis associate documented the account and advised that the discount was in fact to only last for a one year period and requested the assistance from her leaderAn associate at our corporate office made contact with Ms [redacted] on 7/23/and offered to apply several discounts to her plan in order to maintain her current costMs [redacted] has been advised that these discounts will be removed in months, which will raise her monthly cost to $per month before taxes and feesPer our documentation from the corporate office, this resolution was understood and agreed upon I am very [redacted] to see that we were able to resolve Ms [redacted] 's concerns and hope that this offer was to her satisfactionShould Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXXHave a wonderful day! Sincerely, [redacted] Customer Resolution Support U.SCellular

Complaint: [redacted] I am rejecting this response because: I'm not sure why US Cellular keeps referring to my "bill" ? I called and canceled all services well before any service was ever providedI have stated before that the money CAN NOT be applied to my original credit card now because a month after this fiasco of customer service started my purse was stolen with that card! To say I have received poor service is accurateI am appalled at the lack of notation after speaking at length with many different reps from this companyI just recently received another "bill" please just issue me a check for these funds like I requested on my fourth phone callI am shocked that this company is making me spend so much time over dollars To say I Am disappointed is an understatementI wait for their "final bill" and see what happens going forwardI am not convinced they will return my monies Sincerely, [redacted] ***

12/31/15RevDex.com of ChicagoAttention: BBB Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted] Customer’s Name: RONALD [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I have received Mr. [redacted] ’s rebuttal. I understand that Mr. [redacted] is advising that on the date this line was activated that upgrades were performed on the account. I will be happy to assist further. We always want to make sure that we are providing the appropriate attention to situations of this nature for our customers and addressing their needs accordingly.While my understanding is that Mr. [redacted] has advised this was a mistake during the activation of the new equipment. It is very important for any bill discrepancies be reported immediately. The U.S. Cellular® terms of service agreement includes the following information regarding billing disputes:YOU MAY SEEK A CREDIT OR REFUND FOR ERRORS IN BILLING FOR UP TO 180 DAYS (OR AS OTHERWISE PROVIDED BY CA LAW FORCA CUSTOMERS) AFTER ISSUANCE TO YOU OF THE BILL ON WHICH THE ERROR IS CONTAINED BY CONTACTING U.S. CELLULAR ASPROVIDED ON YOUR BILL. YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL AND TO BRING, OR PARTICIPATE IN, ANY LEGALACTION RAISING SUCH DISPUTE IF YOU FAIL TO DISPUTE THE CHARGE ON YOUR BILL WITHIN 180 DAYS (OR AS OTHERWISE PROVIDED BYCA LAW FOR CA CUSTOMERS) AFTER THE ISSUANCE OF THE BILL. WE MAY ALSO BACK BILL YOU FOR ANY ERROR THAT RESULTS IN ANUNDERBILLING TO YOU WITHIN 180 DAYS OF THE ISSUANCE OF THE BILL THAT SHOULD HAVE REFLECTED THE UNDERBILLED CHARGE.Based on the Terms of Service agreement Mr. [redacted] agreed to, I am willing to credit back 6 months of service charges as we will certainly uphold our agreement. This credit amounts to $40.00/month for the line charges + $6.99/month for Device Protection + taxes and federal fees. The total adjustment issued on the account is $297.59, including taxes and federal fees. The new balance on Mr. [redacted] ’s account is $139.26 Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400. Sincerely,Chris H.Customer Resolution SupportU.S. Cellular®Tell us why here...

October14, 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 accountWe are in receipt of complaint number [redacted] in which Ms [redacted] would like to get a promotional or rebate card that she was promised when she switched from [redacted] to US Cellular She states she had an agreement with a US Cellular Representative at the Wisconsin State Fair location I am sorry that Ms [redacted] was not happy with our serviceIf there was any miscommunication at the fair I would also like to sincerely apologize If her line had remained active she would have been eligible for the rebate on her phoneThe promotion offered a 50% rebate on the cost of the phone in the form of a promotional card that could be used at US CellularIt is not for a gift card Since we cannot go back and “hear” what was said at the fair that day our only recourse is to refer her to our website which provides information about our promotions and rebatesThe information provided covers a wide number of scenarios and different types of rebates so some information may not apply but we can see the basics of the rebate policy hereWe invite Ms [redacted] to visit us at http://uscellular.rewardpromo.com/FAQ2.aspx In the frequently asked questions (titled FAQs – ***) it reads as follows: When can I expect to receive my rebate? If you meet all of the purchase requirements, you can expect to receive your rebate in 10-weeksRequirements for the current promotion may be found on the order form When one goes to the order form we find at the bottom one of the requirements for the rebate that reads as follows: Customer’s wireless service and required features must be active when the offer form is processed and validated to be eligible Regrettably since Ms [redacted] cancelled her line she will not be receiving a rebate (promotional card)Should she have additional questions, he/she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

Initial Business Response / [redacted] (1000, 10, 2015/08/06) */ August 6, 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: N/A Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr [redacted] 's correspondence in which he states that he went into store to make some updates in while doing so he was provided a name of someone that has been authorized on the account since November of that neither he or his son knowsHe also stated when he called in he was informed that they could not see the name on the accountThe desired resolution he is seeking is three months free service from us I would like to first apologize to Mr [redacted] on behalf of U.SCellular(r) for any inconvenience this matter has caused himI certainly understand how unsettling it is to find out that another party has been authorized on the account without his knowledgeI will be more than [redacted] to provide additional information regarding this matter We have reviewed Mr [redacted] 's concernsI regret that after review that we found that Mr [redacted] has not been authorized on this account by the account ownerBecause we value the security of our customers' information, we will require the Account Owner or and Authorized User contact U.SCellularHe [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)

August 10, 2016 RevDex.com of Chicago Attention: BBB Customer Relations Advocate [redacted] Chicago, IL 60611 Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Greetings: Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted] *ebuttal, wherein he states that he received rebate cards that are usable only at U.S. Cellular stores (closed-loop cards), when he should have received cards that are usable anywhere (open-loop cards). Mr. [redacted] was told that he would have to reapply for the cards again, which would mean waiting months and months again. I am very sorry that Mr. [redacted] is not satisfied with the closed-loop cards. Upon reviewing our promotions guide and consulting with our rebate partner, I have determined that the closed-loop cards are correct for this promotion. I apologize deeply for any misinformation. To make up for this, U.S. Cellular will apply a credit of $100.00 to Mr. [redacted] account, in addition to the closed-loop cards he has already received, pending his approval of this offer, which will remain in effect until 9/1/2016. Once again, it has been my pleasure to address these issues for Mr. [redacted] . Should he have additional questions or concerns, Mr. [redacted] may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Resolution Support U.S. Cellular®

October 19th Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: Marge [redacted] U.SCellular Account Number: N/A Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms [redacted] ' complaint Ms [redacted] states that she received a phone and had it two days when it stopped working properlyMs [redacted] states that when she called in and was advised that the phone could not be fixedMs [redacted] states that she was also advised that the phone would not be replaced for the amount that she paid for itMs [redacted] states that she had a $Loyalty discount and was advised said discount would not be honoredMs [redacted] states that as such, she was advised that she would have to pay full retail price to replace the phoneMs [redacted] states that instead, she cancelled the accountMs [redacted] states that what she really wanted was a replacement phone Ms [redacted] ' desired resolution is that "they" refused to replace the phone for the amount she paid so "they" cancelled her account We have reviewed Ms [redacted] ' concernsBecause we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposesThis was not provided in her submission Please advise Ms [redacted] to resubmit this complaint with the information requested above and we will be happy to address her concern at that timeWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter Sincerely, [redacted] T Customer Resolution Support U.SCellular(r)