Merchant Retail Credit Association

Complaint: [redacted] I am rejecting this response because: the bottom line is the service was inadequateI was told that US Cellular received good coverage when I purchased the phoneThat was not the caseThe extra data that you mentioned was due to the fact that I had to cut the phone on and off and it was circling using up the data trying to get a connectionAwful serviceI added an additional $in hopes of receiving a better data connectionI should still have funds remaining in my accountU.scellular lost a customer, I have now switched to a more reliable providerI did not use the full life of my planU.scellular refuses to give me a refundI want my money back but I will not begThis just confirms what type of company you really areI will speak badly about your companyU.scellular does not take care of its customersGoodbye Sincerely, [redacted] ***

October 1, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] *** Re: Complaint Number: [redacted] - US Cellular 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] complaint regarding the information she was given about upgrading her phone, and we also understand that she had to make several trips to our Retail store because her daughter’s phones were not working properly Customer satisfaction is and has always been our company’s primary goalI would like to apologize for any frustration Ms [redacted] may have experienced regarding her interactions with us and the lack of service on her daughters phones, as it is never our intent to make things more difficult for our customersIn response to Ms [redacted] concerns, I am happy to provide her with a resolution Ms [redacted] states that she was advised that when processing an upgrade on a Retail Installment Contract that her bill would only increase $per monthIn most cases this may be true, because when we upgrade a customer on a Retail Installment Contract, we give a $line access discount to offset some of the monthly chargesHowever, in Ms [redacted] case she is already receiving the $discount on her line therefore her bill would go up in the amount of $for the device that she was choosingThe $discount that is currently in place is given to help offset some of the cost for the addition to the Retail Installment Contract In regards to Ms [redacted] daughters not having service on their phones, we are showing that Ms [redacted] reported that their phones were not working as of 9/25/and we did work to correct the issues in a timely manner and service restored on 9/27/ We have reviewed Ms [redacted] complaint We are applying a courtesy credit in the amount of $to Ms [redacted] account for the three days of service that her daughters were unable to access their text messaging and data servicesAs for the being able to upgrade on a Retail Installment Contract for only $more per month, we would not be able to extend that offerWe have applied the $discount to Ms [redacted] line, and that discount will remain in place for the duration of her contract with U.SCellular Should Ms [redacted] have additional questions, she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

January 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 receipt of Ms [redacted] complaint in which she states she is being charged a $reactivation fee for an interruption of service that occurred on November 11, Ms [redacted] states this fee was supposed to be removed because her services were suspended due to a mistake made by U.SCellular She also states her contract with her former service provider was supposed to be paid off and that has not occurred Ms [redacted] has requested that we take care of her contract buy out and the $fee from where her services were suspended and restored with a payment the same day We would like to truly apologize to Ms [redacted] for any frustration we have causedWe strive to provide an excellent experience each time a customer works with us and we are saddened that this has not been Ms [redacted] experience After a detailed review of Ms [redacted] account we did not have a payment arrangement in place for the balance of $that caused the interruption of service on November 11, We do have record of payment arrangements for every other month since May of where Ms [redacted] has requested a payment plan U.SCellular has credited back the $restore from suspension fee from the interruption of service on May 10, and August 10, As Ms [redacted] demonstrates a pattern of making a monthly payment arrangement, we will waive the fee from the interruption of service Ms [redacted] experienced on November 11, one final time The account balance is currently zero and the bill dated January 6, is currently generating This bill should be available within the next 5-business days Going forward we will not be able to waive any additional fees for Ms [redacted] We encourage Ms [redacted] to discuss the option of changing her due date with our Customer Service Department for future bills so there is not a need to make a payment arrangementWe understand Ms [redacted] time is valuable and we do not want her to have to call monthly to make an arrangement because she is unable to pay her bill on the due date In regards to the contract pay off from her previous service provider, our records indicate we provided Ms [redacted] with the process for receiving the pay off on April 20, when she contact our Customer Service Department To receive the contract pay off a device needed to be traand we needed a copy of the early termination fees from Ms [redacted] old service provider that had to be uploaded through our rebate website or mailed to our rebate center Unfortunately, our rebate center never received this We spoke with Ms [redacted] multiple times in July about the contract pay off and the information that was needed This is also when we issued an account credit because Ms [redacted] did not receive a $refer a friend rebate Given the amount of time since Ms [redacted] joined the U.SCellular family in April, and that we did not receive the requested information after interactions in April and July we are unable to pay off any fees Ms [redacted] received as a result from switching to U.SCellular Should Ms [redacted] have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular

(The consumer indicated he/she DID NOT accept the response from the business.) It does me no good now to contact the collection agency to get a detailed statementI tried for months to get it from US Cellular, which is who I owe money to and who should have been able to provide this statementYou claim you sent a bill to me in April Only $was paid towards that bill because that is what I had to set my auto pay up to payMy auto pay was set up to pay a maximum of $due to US Cellular taking out an excessive amount from my account every monthI understand my bill in April was more due to one of my discounts being discontinuedThe trouble I had was for the last years when I did have the discounts and they continued to ignore them and not apply them and take out an excessive amount from my bank accountI did get a bill from US Cellular in May but it did not list the charges, only a total amountI wanted to know what I was being billed for, so your explanation now does not do me any goodI needed to know in May, June, July and August so I could pay my billI called every month to get a detailed statement and all they would send is a total of what I owedI did receive those statement every month but it was not a detailed billYou claim in August you received noticed that I movedI did not moveMy address has not changedIn September when Dottie from Huskerland communications called she was told that since I switched carriers and my account was closed they could not provide a detailed billShe was also given an address for meShe said she was not allowed to give out the address they had on file but it was listed in a different townThey also told me at that time that I needed to go to a cooperate store to get a detailed billThe closest cooperate store was miles awayA week later I was turned over to collectionsThere is no reason US Cellular should not have to provide a detailed account statement of what they are expecting me to payThere is no reasonable excuse for them to expect somebody to pay a bill without knowing what they are payingDue to all the trouble I had with US Cellulars billing for over a period of years I look at my statements very closelyI am not disputing that I may possibly owe all the charges billed but there was no way for me to knowI find this completely inexcusable that after being a customer for years I get turned over to collections because of their failure to provide a proper statementUS Cellular needs to be investigated for fraudulent billing and improper practices! I did everything I could to try to pay this accountI called every monthSometimes several times a monthI went down to my local office and tried to get help from themI should not be expected to drive miles one way to obtain a statement due to US Cellulars lack of proper proceduresI do not understand how any business would expect somebody to pay a bill based off of a total amount and not show what the details of the bill were forI have never heard of that before from any legit company or businessYour apology means nothing at this pointYou turned me into collections for your faulty practice and now you are trying to explain yourself and defend what you didIt does me absolutely no good for you to explain now what my charges are after you have already turned me into collectionsYou could have done your job and provide a statement showing these charges months ago and none of this would have happenedNow I have to pay the price for your incompetenceShame on you US Cellular!

December 17, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations AdvocateN Wabash Avenue Suite Chicago, IL 60611Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S Cellular Account Number: [redacted] Account Holder: [redacted] ***Thank you for contacting U.S Cellular in reference to the above account I am in receipt of Ms [redacted] complaint stating that she has had multiple issues with our companyThe first problem she stated she is having is with her cellular service in her areaShe states she has been told by a chat representative that she is in a good coverage area but in the store they advised her that she was in a dead zoneThe second issue she is having is with the data overages on the accountThe final problem she stated she is having is with her services being suspended and restore and having the fees charges to the accountThe desired resolution she is seeking is for us to release her from her contract and a refund for the restore feesI can understand how each of the situations would be very frustrating for Ms [redacted] to deal withI know that having accurate information is very important to all of our customersI will be more than happy to review the account and provide more informationOur documents show that the account has been active since June 5, and based off our coverage map she is in our best coverage area and she should be getting great service in her areaI did review the account and I don’t see that since she has started service with us that she has contacted us to inform us of any issues with the service beside when she sent us an email on October 15, During that interaction we advised Ms [redacted] that she would need to contact our Technical Support Department to so we could troubleshoot with her since she hadn’t in the past.Upon review of the account it does show that four out of seven bills have had data overages on itIt shows that as of June 29, the data plan was changed from an eight gigabyte data plan to a gigabyte data planPrior to the change there were data overages on the accountThe first set of overages showed on the July 8, billIt shows over the past few months the line that has had the majority of the overages on the bills that have had overages came from the - [redacted] lineThere was one month where the [redacted] line used the majority of the dataIt shows the - [redacted] line has an iPhone plus and the [redacted] has a Moto X on itMs [redacted] sent in an email on October 15, where she stated both lines were always on and shouldn’t be using that much dataIn the email response we advised Ms [redacted] on different settings in each of the phones that could be utilized to help manage the data on each of the deviceWe advised that with the iPhone if they had the most up to date version of software that Apple had now added a feature called assistWith the feature if it is turned on and if the customer is connected to if the signal gets weak then it will automatically revert back to the cellular data which could result in higher amounts of data being usedWe also advised in the settings of the Moto X that there was a data usage tool that would tell her what applications are pulling the majority of the data and if they got that set they could make the appropriate changes to the usageWhether it is restricting the background data or making changes in the application itselfWe didn’t find any errors in the usage that came from each deviceThe usage is validThere were also multiple alerts that came out regarding the data as wellOnly on one occasion did we receive any contact about the data overagesWe advised there was nothing wrong and advised to either contact our Technical Support Department or visit the local store to see if it was an issue with the deviceUnfortunately, I am not sure if any point in time when Ms [redacted] was in store if that was brought up so we could connect the device to the diagnostic tool to see if it was an issue with the phone or not and again there is no record of her reaching out to our Technical Support Department as wellIn regards to the restore from suspension fees that were applied to the account because the account got suspended on December 14, and restored on December 15, we made multiple attempts to prevent this from happeningShe reached out to us November 13, to question the past due balance on the accountWe discussed that with her and she wanted to know about options to change the data plan to a higher packageThe package was changed same day but there was no contact with our Financial Services Department to set up any payment arrangementsMs [redacted] chatted back in with us on December 4, and we advised her of the past due balanceAt that time we informed her that it would be best for her to contact our Financial Services Department to avoid interruption in her serviceWe also informed her that the last attempt prior to that day that Financial Service tried to contact her was on November 13, as a courtesy so we could see if she could make a payment then of if she needed payment arrangementsWe understand Ms***’s concerns with not answering unknown numbers, but the call from our Financial Services Department would have come from [redacted] It shows that as of December 14, our Financial Services Department made another attempt to reach out to Ms***We would first make an attempt to the main number on the account and if we do not reach the customer then we will reach out to any other lines on the accountOn December 15, she chatted back in with our web chat team and was disputing the restore from suspend feesWe advised Ms [redacted] that we advised her to reach out to Financial Services to set up payment arrangements not to go into the store, as the store cannot establish or guarantee service when the account is past dueOur web chat associated informed Ms [redacted] that the charges would be valid and we would not be able to waive the fees as we had given her multiple options on how to prevent this from happeningShe then took to our Social Media page and they offered to waive the restore from suspend fees on the account once they were billedSince this was promised to Ms [redacted] and the charges were pending on the account I have taken care of the charges todayTherefore, she will not see the charges on the next month’s billWe have reviewed Ms***’s complaint and we have provided her with all the detail on how to prevent the account from being suspend, how to prevent the data overages, and how to get better signalUnfortunately, Ms [redacted] has not reached out to our Technical Support Department when she was advised and she also didn’t reach out to Financial Services Department eitherWe have provided Ms [redacted] with multiple options on how to resolve the problems she has been having; however, Ms [redacted] has not taken the appropriate steps to gain her desired resolutionHowever, we have agreed to waive the restore from suspend fees which has taken place todayAs far as being let out of the agreement with us Ms [redacted] would have to pay off both phones before she would be released from the agreement.Should Ms [redacted] have additional questions, they may contact our Customer Service Department at ( [redacted] .Sincerely, [redacted] **Customer Resolution SupportU.SCellular

November 17, 2015RevDex.com of ChicagoAttention: BBB Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted] Customer’s Name: Kathy ***U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in... reference to the above account number. We are in receipt of Ms. ***’s correspondence concerning her device. I do apologize for the delay in our response and I welcome the opportunity to address his concerns. I’m sorry to hear of the issues Ms. [redacted] keeps having with the various iPhones® she has been receiving. As an iPhone user myself I know having the phone work as intended will make it a wonderful device to use and when not working properly the issues can become cumbersome and frustrating quickly. U.S. Cellular® has specific contractual requirements with Apple® regarding how we proceed with troubleshooting and replacing devices. Apple has dictated to us that within the first 90 days of an issue we are direct the customer to Apple Care® for troubleshooting, also any problem with the device that would fall outside of a direct U.S. Cellular issue, such as the ability to complete any updates, would be directed to Apple Care as well. Once outside the first 90 days, out Technical Support Team follows certain troubleshoot guidelines before completing an exchange. Any warranty on the devices is for one year and is back by the manufacturer as they actually produced the phone and we are simply the service provider for said device. Ms. [redacted] has stated she wants U.S. Cellular to waive all fees associated with the replacement devices and allow her the opportunity to upgrade early to the iPhone 6s. At this time I’ve only seen two fees associated with returned/exchanged device. The first was a shipping and handling charges for $0.01, of which has been reversed, and a charge of $649+tax for a non-returned device. Once the phone has been confirmed returned to us we will gladly waive this charge. The offer has already been made to send a new, not refurbished, iPhone 6 to Ms. [redacted] once of the two devices we have sent are confirmed returned. As this promise has been made we will not be able to honor her request to allow for the early upgrade to the iPhone 6s. If Ms. [redacted] has continued problems with the iPhone 6 she is welcome to discuss replacing the device with an iPhone 6s directly with Apple, or she is welcome to purchase the phone at the full retail cost and have it added to the line in question. If at any time Ms. [redacted] has any additional questions or concerns, please do not hesitate to contact the Customer Service Team with U.S. Cellular® by dialing 611 from your mobile phone or by dialing 888-944-9400 from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you. Sincerely,Thom D.Customer Resolution SupportU.S. Cellular®

November 23rd, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations AdvocateN Wabash Avenue Suite Chicago, IL 60611Re: Complaint Number: 10958204Customer’s Name: Rachel [redacted] U.SCellular Account Number: N/AThank you for contacting U.SCellular in reference to the above complaintWe are in receipt of Ms [redacted] rebuttalIn Ms [redacted] complaint, she states that US Cellular did a hard inquiry on her credit rating on March 11th, She feels as this was not authorized and is considered fraudulentMs [redacted] further states that on several occasions she tried to write letters and make calls to demand to have the unauthorized fraudulent inquiry removed and the requests have been unanswered.We have reviewed Ms [redacted] concernsIn Ms [redacted] rebuttal, she stated that the credit bureau had her contact us in order to remove the hard inquiry from her credit score We certainly apologize for any inconvenience as this was incorrect information provided to Ms [redacted] As communicated in our previous correspondence, unfortunately due to the legality of this type of request, it is not something that can be solved with a phone call or a RevDex.com complaint Ms [redacted] would need to file a dispute with the credit bureau that is supplying the information and we would be able to follow the proper credit inquiry dispute protocol at that time.We apologize for any inconvenience this may have caused and look forward to receiving the credit bureau dispute so that we may proceed in researching this matter furtherSincerely,Shannon CCustomer Resolution SupportU.SCellular®

September 12, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] 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] rebuttal stating that that we do not have reliable service and she would like the money back for the time frame she didn’t keep the service We understand the importance of having a working phone at all timeIt is never out intention to cause any frustration for our customersI will be more than happy to address her concerns today Unfortunately, we would not be able to refund Ms [redacted] for the unused services as it is a prepaid accountShe prepaid for the service that she was usingShe did make a $payment towards the account with hopes that it would get her better internet, but that was not the caseSince we do not have a package for data only, once she was slowed down the data would not go back to regular speed until she came back into a U.SCellular market We only issue refunds for service if our customer is within days of getting service with usThis account has been active with us since July 10, 2016, which would have put Ms [redacted] well past the day return time frameEven when she contacted us in regards to the data being slowed down she still was outside of the return time frame We advised Ms [redacted] multiple times that where she was using her service that we wouldn’t be able to get the full use of the data service since it is limited to MB outside of the coverage areaAs advised in the previous complaint based off the coverage map Raleigh, NC is in partner coverageThat means that she is no longer using a U.SCellular® tower, she is using another providers tower in that areaI am sincerely sorry that while she was in Raleigh she wasn’t able to get the best internet service since she was roaming We have reviewed Ms***’s complaint and I regret to find that the account has been cancelledHowever, I understand that having internet service for business purposes and we were unable to provide what she was looking forAt this time we are still not going to be able to refund the money she paid towards the prepaid service back to herShe is outside of the day return time frame to return anything back to us for a full refundI respectfully request that this matter be closed Should Ms [redacted] have additional questions, he/she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

Tell us why hereMarch 7, 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 Mr [redacted] complaint in which he states he was a USCellular® customer for four years and during that time his service would be interrupted due to an error with automated payment processing He also stated that he notified USCellular® in October of that if this error occurred again he would cancel his service He further stated that this did occur again in December prompting him to cancel his service his us Mr [redacted] goes on express his concern with final billing procedures and the time frame in which his account was sent to collection and that he feels as though USCellular® retaliated against him for cancelling his serviceI understand Mr [redacted] concerns and I appreciate the opportunity to respond Mr [redacted] began Service with USCellular in February of and remained our customer until his phone numbers were transferred to another provider on December 14, During that time Mr [redacted] account was suspended due to non-payment on two occasions The first was in February of and appeared to be caused by a misunderstanding regarding a payment arrangement When an account is suspended for non-payment we do charges a $per line restore feeFor the February suspension we agreed to waive those fees as a one-time courtesy for Mr [redacted] The second suspension occurred in October and was caused by a broken payment arrangement Mr [redacted] had a payment arrangement set for October 10, 2016, however the payment was not made by the agreed date Mr [redacted] has indicated he believed that payment was going to be processed automatically; however we collected no payment information from Mr [redacted] when that arrangement was setAfter that suspension Mr [redacted] spoke with our Solutions Consultants team regarding cancelling his serviceWe provided Mr [redacted] was provided with his account number because he stated he would be transferring his phone numbers to another provider No suspension occurred in December of however Mr [redacted] did speak with us regarding the restore from suspend fees on his account that resulted from the October suspension Mr [redacted] again expressed that he would be cancelling his service and did so a few days later Mr [redacted] final bill in the amount of $was printed on January 10, and was due on February 8, This amount reflected the early termination fees for each of Mr [redacted] phone lines as well as the past due balance on the account The past due balance was $which included $that was due November 8, 2016, $that was due December 9, and $that was due January 8, The phone lines ending in [redacted] and [redacted] were billed $each for early termination fees, and the line ending in [redacted] was billed an early termination fee of $In reviewing the account I do find that the Early Termination fee for the line ending in [redacted] should be the same as the other two lines, as all three lines were under agreement until May 8, I have applied an adjustment in the amount of $to Mr [redacted] account, leaving the account balance at $ While I understand Mr [redacted] feeling as though his account was turned over to a collection agency rather quickly, the reason that happened is that the past due balance dated back several months We have temporarily halted the collection process on Mr [redacted] account in order to allow an opportunity to address his concerns Should Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] **Customer Service Support TeamU.SCellular®

3/8/ 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] 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] rebuttal stating that the offers we made on the account were not on par with the amount of time needed to resolve the issue We certainly understand that Mr [redacted] time is precious and we want to resolve this issue Mr [redacted] ordered the device originally on 02/23/as previously stated and experienced numerous issues in trying to receive the deviceWe contacted Mr [redacted] on 3/1/and at that time it was agreed upon by Mr [redacted] to start the order anew with overnight shipping waived (normally $10), and that we would waive several payments towards the deviceTracking number per [redacted] for the device [redacted] shows that it was delivered the next day on 3/2/at 10:00AMWe followed up and had to wait until the phone was activated on 03/5/before we could make any adjustments Once the device was activated we waived months worth of payments for said phone which is $a month on a month installment agreement this took off a total of $We also credited back to Mr [redacted] bill the sales tax amount required by his state for the phone for $19.14, and applied a courtesy credit of $towards the current billing statementThe bill printed previous to these credits being appliedThe bill printed for $142.90, but with the adjustments we have made brought it to $ While we are in full agreement that there was an error on our end with the first order Mr [redacted] had attempted and caused Mr [redacted] frustration with the delay; Mr [redacted] did not experience any interruptions to his service as we had a working device on the line, and because of this situation has received a total of $to compensate as well as the device with only remaining payments instead of As Mr [redacted] has received six months taken off his phone, credits for the sales tax and a courtesy credit we are considering this matter resolved and closed Should Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

Complaint: [redacted] I am rejecting this response because:This is untrue! My calls were due to customer service not honoring the quoted price that we agreed to, not to the time of changes being too close to a new bill being printedThe next month I called again and that customer service rep took off my loyalty discount, changed my plan and raised the bill even moreMy problem is with being told that I can add and remove phones as needed with this plan as long as I stay on a shared planIt was already agreed between the customer service rep and me that the person that quoted my plan in the first place was in errorIf she quoted the wrong cost for the plan, the other details of the plan were most likely wrong alsoI am asking for this early termination fee to be reversed because I was told I could add and remove phones to my plan not because of the billing errors and hours of my wasted time trying to fix those errorsI can't believe this is how someone that has maintained service with you for years is rewarded Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/05/29) */ [redacted] 29th, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: [redacted] Account Holder: [redacted] Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint which states that she has experienced numerous issues on her bill since changing to a Shared Connect plan to save moneyAlso stated is that they were overcharged and had to call in each and every month to receive credits toward the billsIn May, Ms [redacted] was advised that the account had been eligible for a $monthly discount but had not received it, at which time we applied the discount and credited for months retroactivelyMs [redacted] states they were getting overcharged and scammed along with many other customersThe desired resolution for this case is to credit back the $per month that Ms [redacted] feels she over paid for the last three years Ms [redacted] I can certainly understand why Ms [redacted] would feel frustration with the fact that she was not receiving a discount she should have beenSaving money these days is very important so I can completely understand where she is coming from in this senseBecause of this situation and their experience in the past, Ms [redacted] and MrKmecheck have decided to cancel the servicesI am truly saddened by this experience but I am more than happy to help resolve this for Ms [redacted] in any way I canIt is definitely never our intention to cause frustration or concern for our customers; but rather quite the oppositeWe truly appreciate the feedback that Ms [redacted] has provided In reviewing the account, Ms [redacted] changed to the Shared Connect 3GB plan on 5/9/for a cost of $per month (including a Military Discount) before taxes, fees, and additional usage chargesIn the months following, Mr [redacted] experienced data overage totaling $over month's time, up to the month before the account was cancelledWe did receive numerous calls each month regarding this overage and performed thorough research regarding the data usageIn speaking with Mr [redacted] we were advised that he felt as though someone was hacking his phone and using all of this data, while also advising us that he had been streaming videos on his phoneAfter reviewing the usage and requesting that Mr [redacted] visit the store to have his device checked, we determined that the usage was valid but continued to offer courtesy credits to the account in order to save our customerAs a helpful suggestion to control the issue with overage, we recommend data usage controls on the account and instructed Mr [redacted] to check his usage on the device itself as it was extremely unlikely that his phone was being hackedIn addition to this recommendation, we also added what we call 'goodwill' data, or free data, to the account as an effort to help Mr [redacted] and Ms [redacted] from incurring overage When the account was moved to the Shared Connect plan, they most certainly should have received a $per month discount because one of the lines was eligible for savingsUnfortunately there was an oversight on the assisting associate's behalf and the discount was not addedSince we have recently found this error, $has been credited to the account to cover the last months of missing the discountBecause the Shared Connect plan was put into effect on 5/9/15, Ms [redacted] was actually missing a total of months regarding the discountI will definitely apply the additional $to cover the remaining months that Ms [redacted] should have received the discount forThe previous price plan they were on was not eligible for these discounts as it was a retired plan that we no longer offeredSince applying this credit, the existing balance due has changed from $to $U.SCellular would never intentionally cause this inconvenience for our customers by not adding any applicable discounts that were deservedThis was not a matter of scamming our customer but rather an oversight on our partU.SCellular has award winning customers and business moralsWe strive to continually keep our customers happy with the plans and savings they receive when compared to other providersWe sincerely apologize for the experience that Ms [redacted] has had Ms [redacted] has not actually experienced an issue with this discount for the past three years, seeing as the plan was only activated year agoTo ensure the bills accuracy before the plan was changed, I also reviewed statements from January of to May before the activation of Shared ConnectThe only issues that occurred during this time was data overage, which were all valid chargesSince we began receiving complaints of this overage and recommendations to cancel, we have credited a total of $for discounts and data overageWe also recently offered to waive any Early Termination Fees assessed when cancelling the account though the contracts were updated when the plan was changedThe credit that I recently applied will be the final credit on the accountWith our bill in advance for May to June having already printed and been applied to the account, they will receive partial credit back for the cancellation from 5/26/(the day the service was cancelled) to the end of their billing cycle on 6/13/This partial credit back can be requested upon receiving the final bill in the mail Ms [redacted] I truly hope that this information will be helpful to Ms [redacted] in understanding the discount that was missed, the actual time-frame the discount should have been applied and the credit that has been applied because of this oversightShould Ms [redacted] have additional questions, she may contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2015/04/28) */ April 28, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI have received Mr [redacted] 's complaint in which he states that in early March he attempted to start services with U.SCellularAt that time we were unable to do so due to not being able to activate his Verizon phones on our networkMr [redacted] states that he did not sign any paperwork or receive any phone from U.SCellularOn March 14, Mr [redacted] received a bill from U.SCellular with charges for services and received another statement on April 24, On both occasions he called in to Customer Services and we told him that everything would be taken care of and the charges would be removedUnfortunately, they were not removed from the account Ms[redacted] I can certainly understand Mr [redacted] 's frustration and concern of not having these charges corrected in a timely mannerNo one wants to receive charges for services they do not have or are unable to useI want to sincerely apologize for the length of time it has been for U.SCellular to resolve Mr [redacted] 's concerns Ms[redacted] while in review of Mr [redacted] 's complaint and account I have seen that on April 24, all charges have been credited to the accountHe will however receive a revised final statement showing that the account is at a zero balance and will receive his final statement after [redacted] 13, This statement will represent the final statement Mr [redacted] will receive from us I sincerely apologize again for the frustration and delay it took to resolve Mr [redacted] concernsWe always want to make sure we fix any issues our customer's experience during their time with usWe hope that in the future we can serve him as a cellphone provider Should 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] (2000, 12, 2015/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response based on written information that I have no pending charges and that I will receive final invoices

November 23rd, 2016 RevDex.com of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611... Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting us in regards to the above account. We are in receipt of Ms. [redacted] complaint, wherein she states that her final bill does not reflect the correct cancellation date of September 28th, 2016, and the amount due is incorrect. Ms. [redacted] would like for this error to be corrected. U.S. Cellular knows that every penny counts, so I can understand Ms. [redacted] wishing to have her statement corrected. I have reviewed the account, and I hope that she will find my information helpful. Ms. [redacted] final statement was generated on October 26th, 2016, and includes credits for the cancellation of both her tablet and phone. These credits are based on a final cancellation date of October 18th for the tablet and the data plan, and do not reflect the correct credit based on the date which Ms. [redacted] wished to have her service cancelled. Adding these credits, in the amount of $31.67 for the data package, and $6.33 for the tablet, the new balance on the account is $38.79. Per Ms. [redacted] agreement, we waived the $171.56 Early Termination Fee on her phone, and the tablet on line 3893 will continue to bill the monthly installment payment of $19.95 until the device is paid in full. I sincerely appreciate the opportunity to review Ms. [redacted] account, and provide information that I hope is helpful to her. Should Ms. [redacted] have any additional questions, she may contact our Customer Service Department by dialing [redacted] Sincerely, [redacted] Customer Resolution Support U.S. Cellular

1/19/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] complaint in which he states that he was not notified before service was suspendedHe is requesting to have the service reinstated Mr [redacted] was suspended as he violated the terms of serviceUnlimited voice: may not be used for conference calling, continuous call forwarding or other connections that do not consist of uninterrupted live dialogue between two personsU.SCellular may, in its sole discretion, block access to certain categories of numbers (e.g,976,900, and international designationsThe phone was suspended due to excessive usageMr [redacted] can find the terms and conditions of his service on the US Cellular website at https://www.uscellular.com/site/legal/customer-service-agreement.html In this policy it is outlined that US Cellular can suspend or terminate service without notice if there is violation of serviceThe account must be in good standingAnd since the Mr [redacted] violated the terms of service we have the ability to suspend or cancel without notice We have reviewed Mr [redacted] complaint and unfortunately we will not be able to restore his service due to the violation of the terms of service Should Mr [redacted] have additional questions, he/she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

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

December 29, 2015RevDex.com of ChicagoAttention: BBB Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL... 60611 Re: Complaint Number: [redacted] Customer’s Name: Lanette [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] ’ complaint regarding her account with U.S. Cellular. Ms. [redacted] states that her account has not been correct for the past two and one half years and that she has had to call in every month to get her issues corrected. She also noted that she has received multiple credits applied to her account due to the issues she has experienced. Ms. [redacted] mentioned that she was informed that the issues have been corrected and she is concerned that they are not. Her complaint states that she has two phones on payment plans and that U.S. Cellular informed her that in order to cancel her account she would be required to pay off the remaining amount for the phones in a lump sum or wait until the phones were paid off via her monthly statement. Ms. [redacted] is requesting credits every month for the remainder of her contract time and also have her account brought current or she is requesting to cancel her account with no fees as she feels she cannot trust that her issues have been resolved. Ms. [redacted] feels that she should receive credits for her time in dealing with the issues that she has been experiencing. I regret to hear that Ms. [redacted] has experienced such frustration in dealing with her account with U.S. Cellular. It is never our intention to cause any undue stress for our customers. Ms. [redacted] has been a valued member of our U.S. Cellular family for more than 4 years and I hate to hear that she feels that we have not treated her fairly. I would be pleased to review Ms. [redacted] account and provide information that I hope she finds helpful.Upon review of the account, I found that Ms. [redacted] has been with U.S. Cellular since December 2, 2011. She currently has five active lines on her account. The most recent two lines were just added in August of this year, 2015.Ms. [redacted] states that there are too many individual issues that she was not able to list them all. In Ms. [redacted] complaint, she stated that she has received multiple credits for the issues that she has experienced. Upon review of the account, I show that in the last two years, Ms. [redacted] has received over $1,600.00 in credits to her account. If a customer has experienced a billing error, U.S. Cellular will make any and all appropriated credits to correct the error. Ms. [redacted] has received all the appropriate credits for the issues regarding her account. Most recently, U.S. Cellular waived Ms. [redacted] entire bill amount of $470.65. In addition, a payment of $156.45 was received on August 14, 2015 and a payment of $43.36 on November 18. Our records indicate that no payments were received in September, October, or December. Currently, Ms. [redacted] ’ account past due in the amount of $709.43. I do show that she has a payment arrangement with our Financial Services Department for the full past due amount to be paid by December 30, 2015 or the account will be suspended for non-payment.Ms. [redacted] is requesting credits every month for the remainder of her contract time and also wanting her account brought current or she is requesting to cancel her account with no fees as she feels she cannot trust that her issues have been resolved. Ms. [redacted] feels that she should receive credits for her time in dealing with the issues that she has been experiencing. As noted above, Ms. [redacted] has received the appropriate credits for the issues that she had experienced. At this time, I am unable to apply any further credits to Ms. [redacted] account.Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at (888)944-9400.Sincerely,Mary H.Customer Resolution SupportU.S. Cellular®

Complaint: I am rejecting this response because: event though I appreciate Diana's courtesy for a one time credit, this is an ongoing issue and has been for a number of weeksYes by reviewing my account, the data is still being used, however it is such an inconvenience to lose connection multiple times in just a short area that according to the coverage map is in all good 4G areaAlso, it hardly seems worth the $credit that I received for the online account issue that I experienced since starting the service a couple years agoIt seems like up until this complaint no one wanted to fix the issues, but rather just cover it up and expect me to keep payingI am very close to looking for new service as this has been a less then stellar experience Sincerely, Scott Chilafoe

Initial Business Response / [redacted] (1000, 10, 2015/08/05) */ August 5, 2015 RevDex.com of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.S. Cellular Account... Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] 's complaint regarding the Terms and Conditions of his contract. I apologize for the confusion and frustration Mr. [redacted] has been experiencing. I would be [redacted] to assist with this matter in any way possible. In Mr. [redacted] 's complaint he states that he feels like the original Terms and Conditions of Service he agreed to when he first started service with us have been changed or breached. Mr. [redacted] has two specific objections to his Terms of Service. The first objection Mr. [redacted] has is that when he first signed up for service in 2011 we had a promotion going on advertised as "One and Done" in reference to contracts. During this time, customers on qualifying plans could get a subsidized device in exchange for a 24 month agreement and when the line became eligible for a discounted upgrade again they could upgrade to a new phone without agreeing to another 24 month agreement. This promotion began in 2010 and the promotion ended in Aug 2013. This promotion was not included in our Terms and Conditions of service and as with any promotion; the offer was subject to change. Mr. [redacted] upgraded to new phones for his two lines on 02/04/15 at discounted prices. Our notes indicate that before Mr. [redacted] upgraded we advised him of his upgrade options. We advised at the time he was on a retired plan and his options for upgrade would be limited to doing a Retail Installment Contract (which involves breaking up the full cost of the device into monthly payments) or changing to our current plan in order to do a subsidized upgrade. Mr. [redacted] was not [redacted] with either option and we made an exception for him, allowing him to get discounted phones in exchange for a new 2 year agreement without changing his plan as a one-time courtesy. Mr. [redacted] accepted this offer. The second objection Mr. [redacted] has is regarding limited high speed data when outside of US Cellular's coverage area. Our Terms and Conditions of Service state "No more than 200 MB of your data usage in any month [redacted] be used in U.S. Cellular's non-licensed markets." These Terms and Conditions have not changed since Mr. [redacted] started service with us. Mr. [redacted] is disputing these Terms because his plan includes 5gb of data for each line. However Mr. [redacted] would need to be inside of our coverage area in order to use all of his allotted high speed data. Mr. [redacted] feels like his services have changed only recently because he states he has traveled outside of our coverage area before and been able to use more than 200mb but if he was ever able to use more than 200mb that would have been an error. Mr. [redacted] also states that our coverage area in his home area has changed. We are working on expanding our coverage area and our coverage area is ever-changing along with our partners'. I am sorry if Mr. [redacted] has noticed any changes in service in his area that he is dissatisfied with but this also is not a violation of our Terms and Conditions of Service. In conclusion, the Terms and Conditions of Service Mr. [redacted] agreed to back in 2011 have not been breached or changed. Again, I would like to extend my apologies to Mr. [redacted] for any misunderstandings that [redacted] have taken place. Our Terms and Conditions of Service are located in our stores and online. Should Mr. [redacted] have any additional questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Thank you for the opportunity to assist with this case. Sincerely, [redacted] Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) US Cellular's position is simple, our terms of service are subject to change as we choose as stated in, "This promotion began in 2010 and the promotion ended in Aug 2013." What this really means, is we'll bait you with some phony promotion and then change the TOS as we choose. It's amazing that US Cellular doesn't take this position, "Well since our TOS are really rules we write and change at will, you're such a great customer, that, now are TOS state that you are now in a contract for life." "Mr. [redacted] upgraded to new phones for his two lines on 02/04/15 at discounted prices. Our notes indicate that before Mr. [redacted] upgraded we advised him of his upgrade options. We advised at the time he was on a retired plan and his options for upgrade would be limited to doing a Retail Installment Contract (which involves breaking up the full cost of the device into monthly payments) or changing to our current plan in order to do a subsidized upgrade. Mr. [redacted] was not [redacted] with either option and we made an exception for him, allowing him to get discounted phones in exchange for a new 2 year agreement without changing his plan as a one-time courtesy. Mr. [redacted] accepted this offer." This is a complete lie. When I upgraded my phone, I stated that I wanted to stay on the same plan with no changes. The sales person agreed to this. If your records indicate something different, then US Cellular needs to go back and listen to their tape. NOTE: I try to do business with written documentation but US Cellular will not allow this because then they become accountable. "No more than 200 MB of your data usage in any month [redacted] be used in U.S. Cellular's non-licensed markets." These Terms and Conditions have not changed since Mr. [redacted] started service with us. Mr. [redacted] is disputing these Terms because his plan includes 5gb of data for each line This is another flat out lie. We had been using our data plans outside of what US LIARS, now consider their coverage area for two years without throttle downs. In fact, just recently US LIARS changed their map making our area even more restrictive then before. So let's cut to the chase. What once WAS the best cell phone carrier in the nation has got bad. When US LIARS started losing money, they sold off their Wisconsin markets to [redacted] and [redacted] and really I'm not even a US Cellular customer anymore. I'm one of those above mentioned customers. SO... you can continue the charade but I know the truth. Now, I'll be bad mouthing US Cell and changing carriers ASAP. Final Business Response / [redacted] (4000, 14, 2015/08/10) */ August 10, 2015 RevDex.com of Chicago Attention: BBB Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.S. Cellular Account Number: XXXXXXXXX Thank you for contacting U.S. Cellular in reference to the above account. I have received Mr. [redacted] 's rebuttal. In Mr. [redacted] 's Rebuttal he states that he is not satisfied with the response included in our previous interaction. I am truly sorry that Mr. [redacted] feels like he has been treated unfairly. Mr. [redacted] is upset because the promotion advertised as "One and Done" on contracts was discontinued in 2013. In Mr. [redacted] Rebuttal he implies that he feels like US Cellular's Terms of Service are changed with little thought involved and all with the intent of deceiving customers. This is in no way true. US Cellular strives to offer a better experience than our competition and we work to provide consumers with the products and services they find valuable. We began the "One and Done" promotion with the understanding that it would be something many consumers would find appealing. The promotion did not live up to expectations and the decision was made to discontinue it. Again, I would like to reiterate that our "One and Done" offer was a promotion and not part of our Terms and Conditions of Service. Mr. [redacted] is also upset because he states he was not informed that upgrading to new phones at discounted prices back in February of this year would have required new contracts on his lines. We show that Mr. [redacted] had contacted us via webchat on 02/05/14 and we discussed upgrade options then. We explained that in order to stay on a retired plan and upgrade to new devices he would be required to do a Retail Installment Contract. The customer refused to do a Retail Installment Contract and was given the option to get two phones at discounted prices and remain on his current plan as a one-time courtesy. Getting the two phones at discounted rates required new 2yr contracts at that time. Mr. [redacted] mentions that he prefers to do business using written documentation and states US Cellular no longer allows this. This is not true. Customers can still start new service agreements and upgrade to new phones in our stores. There has been no change in the option of being able to do these types of things in our stores, except for the Retail Installment Contract being a new upgrade option. If Mr. [redacted] wanted to do a subsidized upgrade and remain on his retired plan, that would have required a higher-level exception being made, whether in the store or over the phone. The final matter Mr. [redacted] is unhappy with is the fact that his data service is throttled after the first 200mb of high speed data are used outside of our coverage area. I apologize if Mr. [redacted] was not aware of these terms and conditions before but they were in place at the time he started service. I am also sorry if Mr. [redacted] feels like his coverage has changed over the past few years. I am showing that he should have very good service in his home town but I am showing US Cellular's coverage area only extends about 40 minutes north of him. After that he would be outside of our coverage area. If Mr. [redacted] has been able to use more than 200mb of high speed data when outside of our coverage area without being throttled before, he should not have been able to. I apologize if this has caused him so much confusion now. Again, I would like to express my sincerest apologies to Mr. [redacted] for any misunderstandings that [redacted] have taken place. Should Mr. [redacted] have any additional questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Thank you for the opportunity to assist with this case again. Sincerely, [redacted] Customer Resolution Support U.S. Cellular

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I have home phone, 4 cell phones, and home internet, so as you can see they don't know what they are talking about. Cell phone number [redacted] is one cell numbers on the account. I would love to call y'all but again y'all never know from person to person and again don't have my account straight because they said it's only home phone no we have 4 cell phones home phone and internet.