Merchant Retail Credit Association

November 4, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] complaint which she states that she had purchased a [redacted] Galaxy Sthrough our retail installment option with U.SCellularMs [redacted] states that the device will not receive any text messages and has very limited reception for phone callsMs [redacted] states that she has spoken with a local store and customer service where she was explained it is a known issue with the Galaxy SI certainly understand her concerns After reviewing Ms [redacted] account I see that she did speak with our Solution Consultants department where she was offered for us to accelerate the retail installment to allow her to trade in her Galaxy Sand start a new Retail installment with a different phone of her choiceOur Solution Consultants department did in fact due that by accelerating $then crediting that from her account, making Ms [redacted] line eligible for upgrade At that time Ms [redacted] was made aware that this was a known issue and that [redacted] themselves were working on a resolution to fix the issues she had experienced with her Galaxy SHowever, the release of the software update that would fix the issues had yet to be released by [redacted] Unfortunately, U.SCellular cannot release that update until it is provided by [redacted] Ms [redacted] desired resolution is that U.SCellular allows her to upgrade at no extra cost out of pocket to herUnfortunately, U.SCellular will be unable to provide this resolution to herAs there is a fix that is set to be released by [redacted] to resolve the issues she had experiencedIf Ms [redacted] would still like to upgrade she can do so by paying the taxes up front on a new device which could then be credited by U.SCellular once they reflect on her billing statement Should Ms [redacted] have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

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

September 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] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] complaint which he states he contacted us by phone in regard to a recent bill in which a discount has been changed to reflect the correct discount for the type of equipment on the line resulting in an increase of his bill When Mr [redacted] began service his plan at the time offered line discounts of $for Smartphones and $for feature phones In an effort to continue to offer competitively priced equipment, these discounts where changed to $and $respectively in We did not proactively change our existing customers’ discounts at that timeHowever, as new or different equipment is placed on lines of service, so is the current discount placed on those lines While reviewing Mr [redacted] account I see that he currently has several lines that are receiving obsolete discounts as the equipment on the lines should not be earning the discounts that are currently being appliedWhile we will not proactively change these discounts to match the above current discounts, Mr [redacted] should know that anytime new or different equipment is added to a line, we will initiate the correct discount for that equipment at the time of the changeMr [redacted] was in a retail location in early August and changed the equipment on one of his linesThis change prompted the current and correct discount to be added to the line in question and discontinued the incorrect and obsolete discount I do want to apologize that Mr [redacted] felt coerced by the offer that was made when he called to speak with usHowever, that offer was given as a one-time courtesy to help with resolution of the matterI regret that the offer is no longer availableMr [redacted] should know that the account is subject to having the discounts corrected anytime different equipment is added based on the type of device I would like to thank Mr [redacted] for his inquiry and hope this explanation will supply the resolution he is seekingShould Mr [redacted] have additional questions, he may contact our Business Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have no interest in arguing with you on how you run your businessI apologize for taking up your time Sincerely, [redacted]

October 26th 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.S Cellular in reference to the above accountWe are in receipt of Mr [redacted] s' complaint regarding a refund request Mr [redacted] states that on September 18th he prepaid his account for the month of September through OctoberMr [redacted] states that this was a total payment of ($42.58)Mr [redacted] states that on September 24th he switched service providers thereby terminating his month to month contract with U.SCellularMr [redacted] states that U.SCellular is "refusing" to issue a refund for the balance on his account; for services he paid for in advance but did not use Mr [redacted] s' desired resolution is receive a refund of ($30.00) Mr [redacted] states that he has reached this amount due to the fact that he used one week of his services out of a four week monthTherefore requests a refund for the weeks that went unused I can certainly appreciate wanting to receive a refund for services that went unusedI have thoroughly researched Mr [redacted] s' Prepaid account I find that Mr [redacted] began his Prepaid account with us on November 10th As his account was Prepaid, it did not require a contractI regret to find that on September 24th 2015, Mr [redacted] transferred his cellular number over to another service provider which in effect cancelled his U.SCellular Prepaid accountI find that on September 16th we received a payment of ($42.58) to pay for his services from that day through October 16th as he mentionedWe would like Mr [redacted] to please understand, once a payment has been processed on a Prepaid account, the option to refund said payment simply does not existWe genuinely apologize for any frustration or inconvenience this may have caused Mr [redacted] We have reviewed Mr [redacted] s' complaintWhile we are extremely sympathetic to his situation, there is no option to issue a refundWe would like to thank Mr [redacted] for his time with usWe enjoyed having him as our customer Should Mr [redacted] have additional questions, he may contact our Customer Service Department at [redacted] Sincerely, [redacted] T Customer Resolution Support U.SCellular(r)

Complaint: I am rejecting this response because: We did not add a lineIn the store, in 2011, we upgraded service on two phones to Samsung galaxy sThe clerk helping us assured me that there were only two phones on the account, for the only two devices we have, phone numbers [redacted] and [redacted] You had to be fully aware that we had no knowledge of the extra line, as there is not a third phoneThis is not an acceptable resolutionIt is completely wrongI have been a loyal customer for many many years, and have numerous friends and Sincerely, Ronald [redacted]

Initial Business Response /* (1000, 5, 2015/06/12) */
June 12,
Revdex.com of Chicago
Attention: *** ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr***'s complaint where he is stating that once again U.SCellular has added over $to his billMr*** states that he called in on the 23rd and to keep in mind this comes after the 22nd of his cycle dateHe also states he made a payment that day
Ms*** Mr*** states that he was told approximately how much his June bill was going to be and now he is receiving a bill for more than $and that is not what he was toldMr*** states that our business needs to be shut down
The desired resolution that Mr*** is seeking, is that we stop adding extra charges to his billMr*** closes by stating that U.SCellular is a scam company trying to get more money
Ms*** I want to first apologize to Mr*** for all the frustration this issue has caused himI can certainly understand how upsetting it can be to receive a bill for more than what you were previously quotedI will be more than happy to provide more information on this important matter
On April 25th, Mr*** spoke with our Financial Services Department to request an extension on his previous payment arrangementWe advised Mr*** that he did not have any more time available to extend his arrangementMr*** then requested to speak with a Supervisor
We advised Mr*** that he would need to pay 50% of the balance on 4/30/and pay the remaining balance on 5/5/Mr*** stated that he did not agree to that payment arrangement, therefore no arrangement was setupThe Supervisor advised Mr*** that the restore from suspension fees will not be waived should his service be interrupted for non-payment
Mr*** called back later that day and setup the payment arrangement, as well as making a partial payment of $
On 5/1/15, Mr***'s service was suspended for non-paymentMr*** spoke with our financial services department and stated he would not be paying the restore feesThe associate advised Mr*** that he would have to pay the minimum balance of $in order to have the service restoredOn 5/3/15, Mr*** spoke with financial services and made a payment of $
Ms*** we have reviewed Mr***'s complaintWhen Mr*** spoke with financial services on 4/25/he had balance of $776.00, he then made a partial payment of $bringing the balance to $
After speaking with financial services on 4/25/15, Mr*** was responsible for making 50% of the $balance by 4/30/Mr*** was advised that his restore from suspension fees will not be waived if he is unable to adhere to the payment arrangementOn 5/1/we suspended Mr***'s account for non-paymentMr*** made the minimum payment of $on 5/3/
The bill for June is higher due to the restore from suspension feesMr*** has six lines on his account, each were charged a $restore feeThis resulted in an additional $charge on the bill
Ms*** we understand that each customer's financial situation is different which is why we offer assistance through our financial services departmentWe made several arrangements with Mr*** to try to ensure that his service was not interrupted
When Mr*** made the partial payment of $on 4/25/he still owed $on his March 19th billOnce the payment was applied it left a remaining difference of $on the March billThe bill for Aril was due on the 16th for $The past due balance as of 4/25/was $due for March and April
Mr*** was two months past due when we suspended his service on 5/1/We attempted to setup several payment arrangements to avoid any interruption in serviceThe additional charges that Mr*** is referring to are valid and will not be waived
MsRiggins, should Mr*** have additional questions, he may contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** **
Customer Resolution Support
U.SCellular

October 28,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
Customer's Name: *** *** ***
U.SCellular Account Number:
Greetings:
Thank you for
contacting U.SCellular in reference to the above accountWe are in receipt of Ms***'s complaint, wherein she states that she got a tablet from a U.SCellular store, and that the tablet was having quite a few issues over the next three daysThe problems persisted, even after troubleshooting was done at the store, so they returned the tablet under our 15-day guaranteeAbout five months later, Ms*** received a call from a collection agency saying they owed over $for the tabletMs*** said that this was due to the account not being closed correctlyMs*** wants the debt removed
I completely understand Ms***'s frustration with this situationI empathize with her position, and I welcome the opportunity to resolve this issue for her
Upon reviewing Ms***'s account, I discovered, as Ms*** said, that it was not cancelled correctly after the equipment was returned within the required time-frameThis resulted in monthly charges accruing until the account was eventually cancelled due to nonpayment
On behalf of U.SCellular, I extend my deepest apologies to Ms***To correct the problem, I have recalled the debt from the collection agency, and cancelled it completelyI have also taken the appropriate measures to ensure that this will not affect her credit rating
It has been my pleasure to resolve this issue for Ms***Should she have additional questions or concerns, Ms*** may contact our Customer Service Department at (888)944-
Sincerely,
*** *
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/09/30) */
September 30th,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: ***
U.S
Cellular Account Number: XXXXXXXXX
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr***'s correspondenceIn his complaint, Mr*** states that we charged him for service after he ported out to cancel with Verizon and he requests that we refund money that was charged to him after this change
We have reviewed Mr***'s 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 Mr***'s submission
Please advise Mr*** to resubmit this complaint with the information requested above and we will be *** to address Mr***'s concern at that timeWe apologize for any inconvenience we *** have caused and look forward to receiving the needed verification so that we *** proceed in researching this matter
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2015/06/16) */
June 16,
Revdex.com of Chicago
Attention: *** ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms*** complaint in which she states that when she signed up for services she paid two $depositsAt which time one of our Representatives stated that she would receive these deposits after a year of service has been completedHowever, when she called in to Customer Services she was told that due to her service being interrupted for one day in November the time frame to receive her deposits back would start overMs*** states she was not told this on the original date she started services with U.SCellular
Ms*** I certainly understand the frustration Ms*** has incurred with the information she has been give regarding her depositsI sincerely apologize for any misunderstanding or miscommunication there was been between U.SCellular and Ms*** At the time Ms*** started services with U.SCellular in she received paperwork stating details of her monthly charges, her agreement time frame, and the Terms and Conditions of her servicesIn the Terms and Conditions there is a section specifically for deposits customers may have to payIn the deposit section of the Terms and Conditions it states "Deposits will only be returned to you after a minimum of consecutive months of satisfactory payment history."
Therefore, Ms*** did receive this information that was stated in the paperwork she received and did not have months of services not interruptedWhen customers start services with us we do tell them they can receive their deposits back in months as we cannot anticipate customer's accounts to be interruptedMs*** account was interrupted on November 24, and her deposits of $each will be placed to her account on November 24, At which time if Ms*** wishes to have those deposit amounts be mailed to her via check by mail she will need to call in and speak with our Customer Service Department to do soOtherwise, the deposits will be placed on her account as a credit and go towards her following billing statementIf Ms*** does have a balance on her account at the time of her deposits releasing they will go towards the balance on the account
Ms*** again I certainly understand Ms*** frustration with the information she has receivedU.SCellular has many ways to ensure services are not interruptedWe offer many ways to make payments such as the automated system by calling in, speaking with a Customer Service Representative, and through My Account at www.uscellular.com by setting up auto pay to deduct automatically every month from a Credit Card or Bank AccountMs*** desired resolution to have her two deposits of $each at a total of $given back to her cannot be completed at this timeHowever, on November 24, if her account has not been interrupted again she will receive these deposits back towards her account
Should Ms*** have additional questions, they may contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** A
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/05/13) */
*** 13,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountI am receipt of Ms***'s complaint involving her difficulty taking advantage of the Early Upgrade option she was given at the time she started service and the conflicting information she has received while trying to process her early upgradeI am truly sorry about all of the inconvenience and frustration this has caused Ms***
When Ms*** started service on April 12, we had just begun to offer the option of doing a Retail Installment Contract to our customersThe way that a Retail Installment Contract works is the full retail cost of a device of the customer's choosing would be divided into monthly payments that the customer would pay towards on their monthly billsSome of the benefits of doing a Retail Installment Contract are that the customer qualifies for a discount on their monthly bills and the customer would be eligible to upgrade early, providing they have made their first payments, their phone is in good condition and is traded in
Ms*** started service on April 12, but her first bill did not come out until *** 17, and it was due on June 6, This would have been her first (of the needed) payments towards her Retail Installment ContractIncluding her first bill, Ms*** has had bills generate so farHer newest bill was due on *** 7, and that would have marked the 12th payment
I am truly sorry about all of the confusion and frustration Ms*** endured during the past couple of monthsI can see from the notes that she called in multiple times and was given conflicting information at timesPart of the reason for this is that some associates *** have been confused about the way the Early Upgrade option works; however I can see that another reason there was trouble was that Ms*** was technically eligible for the Early Upgrade option on *** but the system was not allowing the Early Upgrade to be processed and a ticket had to submitted to our department that handles these types of issues
I can see that Ms*** was able to upgrade to new phones on both of her lines on *** 11, with new Retail Installment ContractsI also see that a credit of $was applied to Ms***'s account on the same day as a courtesy
I appreciate the opportunity to assist with this matter and I hope we have succeeded in providing an appropriate solution for Ms***Should Ms*** have any additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Complaint: ***
I am rejecting this response because I did not "accept" any offer, and stated that their offer was unacceptable, which US Cellular would be aware of if they actually reviewed the calls as requested again and againI am also rejecting the response because I would still like a full refund in the amount of the remaining balance. And, yes, I did receive a statement for $- you are incorrect and have not reviewed the billing historyI am now doubtful of your abilities to do your job accurately. The notes on my account are in direct conflict with the multiple conversations that have taken place. Also worth noting: no one wants to mention or locate the call I placed to them in November/December Odd.I would still like a full refund of the remaining balanceI still want someone at US Cellular to take ownership of this issue.Once this complaint is closed without a refund, I will simply call US Cellular every day on my lunch break to ask for a refund.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/13) */
June 13,
Revdex.com of Chicago
Attention: Ms*** ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s correspondence regarding the errors that occurred when transferring her son's phone over to her U.SCellular accountMs*** also states that she was never advised that she would have a two year contract, or that her plan would change when she added her son to her accountShe is
requesting that U.SCellular allow her to cancel all her phone lines without any penalty, because we cannot provide a copy of the contract that she signed
Ms*** I can definitely understand the frustration that Ms*** is experiencingU.SCellular strives to provide excellent customer service, and the fact that we failed to do this for Ms*** is very dishearteningI will be glad to review the account today, in hopes that we can give Ms*** a desirable resolution
In reviewing Ms***'s account, I can see that on September 3, she requested to process a Change of Responsibility to have her son's phone number transferred off from his U.SCellular account to hersA Change of Responsibility requires that both parties visit a retail location, so that the paperwork can be signedMs***'s son would have needed to sign stating that he was releasing his phone number from his name, and Ms*** would have signed stating that she was taking ownership of the phone numberProcessing a Change of Responsibility requires a credit check for the account that the phone number is being moved too, to verify that they are eligible to add an additional line onto their account without a deposit
Also when processing a Change of Responsibility, it is required that our customers change to a current calling plan if they are on a retired plan that U.SCellular no longer offersIn this case, Ms*** was on a retired plan prior to requesting the Change of ResponsibilityTherefore, Ms*** would have been required to change her calling plan and sign a new two year contractU.SCellular gives a copy of this contract to our customers on the day the transactions take place in our retail stores
We have reviewed Ms***'s complaintMs*** states that she has requested a copy of her contract on numerous occasionsWe have tried to comply with her request each time she has asked, however U.SCellular is not required to keep paper copies of these documents, and often times they are shreddedUnfortunately, this is the case with Ms***'s contractWe understand that Ms*** would like to be released from her contracts with U.SCellular, because of this reason
After reviewing the account we are unable to void the contracts on all of the lines as she is requestingHowever, we have made other offers to correct the frustration that she is feeling
U.SCellular did not charge her for the monthly service on her son's line at all from September 3, through November 6,
On December 6, Ms*** called into our Customer Relations Department requesting to cancel her son's line, at which time we did offer to waive the Early Termination Penalty for his line only because of all the trouble that she went through trying to get the line fully activated on her accountMs*** declined this offer from Customer Relations
On December 7, Ms*** spoke to our Customer Relations Department again, and we offered to waive the device connection fee in the amount of $per month for her son's line for one year ($savings)She accepted this offer, and is currently receiving the discount
U.SCellular finds that these offers are reasonable to the misfortunes that have happenedShould Ms*** have additional questions, she may contact our Customer Service Department at (XXX)XXX-XXXXWe are always willing to assist her with any concern that she may have
Sincerely,
*** **
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/05/20) */
*** 20,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL
Complaint Number: XXXXXXXX
Customer: ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms
***
Thank you for contacting U.SCellular(r) in reference to the above accountI have reviewed Ms***'s complaint and welcome the opportunity to address you this afternoon
Ms.*** we are saddened to hear about the situation Ms*** has experienced through this whole ordealIt is never our intent to make life more difficult for our customers but rather quite the contraryUpon review of Ms***'s account, I do see where a payment was made on 5/17/to add additional data service to her accountWhen it was discovered her plan did not allow for this change the request was immediately filed to return the payment to her cardThis return transaction is still in process and has not been completedI also show record where Ms*** asked for a supervisor and the call was droppedWe haven't had any correspondence with Ms*** since that time
We are working as quickly as possible in order to resolve this issueIf at any time you or Ms*** have any additional questions or concerns, please do not hesitate to contact the Customer Service Team with U.SCellular(r) by dialing from your mobile phone or by dialing XXX-XXX-XXXX from a land lineCustomer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you
Take care,
***
Customer Resolutions Support
U.SCellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
US Cellular advertises that they notify customers before their customers reach 75% and 100% of their data, I was not notifiedI already made attempts to speak with a supervisor, all calls were droppedNo attempts were made on their part to resolve this issueThis company has shown repeated unfair business practice as well as advertisement
Final Business Response /* (1000, 18, 2015/07/20) */
July 20,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL
Complaint Number: ***
Customer: *** J***
U.SCellular Account Number: XXXXXXXXX
Dear Ms***
I appreciate you passing *** ***'s rebuttal along to usI understand originally Ms*** filed her grievance pertaining to a refund of a payment for service we were unable to renderIn her rebuttal, I see she is stating we are not providing data usage alerts and we are dropping her calls with our Customer Service and Supervisor TeamOn this topic of the refund, as of *** 20, our Payment Control team extended the refund back against the debit/credit card that was used to make the payment
Once this process has been initiated it can take up to business days for the funds to fully process to her accountIf she doesn't see this refund to her account by the end of *** I would suggest a call with our Customer Service so we can partner with Payment Control to check the status of the credit
While reviewing the account, I do see where we have sent notification to her regarding her data usageI do show record of the messages being sent to her deviceThere are also other ways to manage data usage for her accountHer phone has a built in data usage monitor under the data usage settings which will keep a closer real time record of her data usageShe is also always welcome to contact Customer Service to find what we have recorded as her data usageUltimately it's the customer responsibility to keep up with their usage
When checking the contact history of her account, I see that she spoke with our Customer Service Team to see about adding more data on *** 17th, at approximately 5:24pm CST and again at approximately 5:57pm CST to discuss getting her money returnedIt is documented on the account at that time she requested to speak with a supervisor and the call droppedWe haven't had any contact with Ms*** outside of this complaint since that time frame
I appreciate the opportunity to elaborate and give more detail in the events surround Ms***'s accountIf at any point any additional questions arise please don't hesitate to let us know
Take care,
***
Customer Resolutions Support
U.SCellular(r)
Final Consumer Response /* (3000, 20, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have suspended service with that companyI no longer wish to do business with this companyThey have shown unfair business practices, misleading information and advertisements along with unfair tacticsMy complaint stands firmI wish to no longer have contact with this company

Complaint: ***
I am rejecting this response because:
Sincerely,
D*** *** My phone will show it works if that number was called but is broken can not call out or receive calls I paid for the month and could only use phone days so I am owed days of service to a phone that was given to me as I said before US Cellualar is unfair and I will do my part to relay this information to family, friends and coworkers!

I have provided the information several times regarding the buyoutI have also asked that my payment date be switched so you accusing me of not doing my part is ludicrousI have sent in all the paperwork that has been requested when I signed up for US Cellular as your company requested and was told by the in store agent that I had to do nothing further that he had taken care of everything else which obviously is not the caseI am the one that contacted your company and was told it was taken care of with your rebate center and was told by the agents on the phone when they applied the $refer a friend credit that this would be resolved and my buyout with ** ** completedI only found out that it wasn't taken care of because I recently received a call from ** * * that it wasn't paid as your company promised months agoThis is going to ruin my creditI wasn't even planning on switching to US Cellular but your represtative talked me into it with a PROMISE to pay off my contract with ** * *I don't understand after all this time and me trying to handle it with your representatives at the store and over the phone at the number I had to resort to filing a Complaint with with Revdex.com only to be rejected againI expect this to be resolved as promisedIt has been the biggest mistake switching to your companyI had very good credit and you are ruining it leaving this debt unsettledI would have never switched to your company had you not promised this in advance because I was only a few months shy of being through with my year contract with ** * *It is not my fault that your phone agents are not doing their job and not adding notes to my accountI was called a liar by so many reps with your companyI have been transferred around, hung up on, disconnected and then forced to start my story completely over after explaining the situation over and overEach agent I talk to acts like they have no clue as to what I'm talking about and then another agent will say hi see it's taken care of when obviously it hasn't beenI was told that the amount to cover my AT and T contract was mailed out several months ago and now you're telling me I didn't do my partThat is ridiculous and definitely not okOne agent told me it takes to weeks and they would email the rebate dept to see what happened since it had surpassed that time frame multiple times and now you're telling me I didn't do my partI absolutely called and made a payment arrangement for November and to act as though you're doing me a "favor" by removing a $reactivation fee for your agents mistake when they clearly didn't add ANY notes to my account is not customer serviceI have asked that my due date be switched multiple times and it hasn't been done but your suggestion is to ask for my due date to be switchedI absolutely will not take no for an answer when it comes to my creditSomeone needs to do their job and not allow a customers credit to be ruined due to your companies many mistakesIf you mailed out the amount to cover my contract buyout as promised I never got it but from what you're telling me is that it's my fault for not providing the paperwork that I provided multiple times which shows your companies lack of customer service as well as considerationIt shows that your company covers up lies and doesn't do what they promise for customersIts the customers that make it possible for you to have a job so you would think the least you would do is what was promised and that I wouldn't have to take my time to worry about thisI am not the one getting paid to sit here and deal with this you areI expect it to be handled this time by a professional who cares about broken promises made by a company that actually wants to succeed.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/08/22) */
August 22,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number:***
Customer's Name: ***
U.SCellular Account
Number: XXXXXXXXX
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms*** complaint in which she states that one of the lines on her account cancelled due to receiving a work phone leaving a only a single lineThe customer advises that she was quoted a price of approximately $a month for the remaining lineMs*** explains that she has received two bills and they were between $and $and after calling into Customer Service the only explanation given was that she was quoted incorrectly
We are very sorry to learn that Ms*** recent experience with us has not been positive business dealingsIt was never our intention to cause our customer any frustration and appreciate the opportunity to review the account and provide information that I hope *** be helpful
On June 15th, Mr*** called in and spoke with one of our Solution Consultants in regards to cancelling his accountHe explained that he would be receiving a phone through his employer and was unsure what he was going to do with his remaining lineAt this time Mr*** was offered the 6GB Shared Data Plan with a 30% discount for monthsThe cost of the 6GB Shared Data Plan is $and with the 30% discount would leave the monthly charge for at $The 30% discount is not a standard discount and can only be offered by the Solutions TeamOn Shared Data Plans each line has a monthly connection feeThe standard monthly connection charge for a smartphone is $If the customer has Retail Installments on the phone, is eligible to upgrade the phone, or purchased the phone outright or from a third party the line qualifies for a discount off $monthly connectionOn June 15th, when we spoke to Mr*** the remaining line was eligible to upgrade and considered customer owned equipment so the $standard monthly connection fee was eligible to be reduced to a $monthly connection feeWith the special 30% discount on the Shared Data Plan and remaining line qualifying for the reduced monthly connection fee the quoted cost of $was correctThere were no changes made to the account on this day
On June 23rd, Mr*** contacted again spoke with our Solutions Teams to make the change to the 6GB Shared Data Plan for $with the special 30% discount that he was offeredDuring this call he also ordered a new Samsung Swith his Reward Points using the eligibility on the remaining lineNow that the remaining line was is no longer eligible for a new phone and because the new phone was not purchased outright or with monthly Retail Installments this line did not qualify for the reduced monthly connection fee of $The remaining line on the customer's account is billed at the standard monthly connection fee for a smartphone of $The charge for the 6GB Shared Data Plan with the 30% discount along with the standard monthly connection charge for the smartphone of $does bring the customer's bill to $before taxes
On August 15th, Mr*** called in to discuss his bill and it was explained to him that when he upgraded the phone this changed the monthly connection fee of the line and apologized that it was not explained better that when he upgraded on June 23rd, that he would still get the 30% discount off of the 6GB Shared Data Plan but would not be qualify for the reduced monthly connection feeWe did agree to discount the bill by $for the next bill cyclesI do not see that we spoke with Ms*** during any of these interactions
Should have additional Mror Ms*** have any questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There response does not solve the problemThe issue still remains that we were not told our bill would go up to over a month after receiving a new phoneThis is the fault of the business not us as the customerGiving us a discount for the next bill cycles doesn't change the cost of the plan which is still out of our budgetWe are still stuck with a cancelation fee or monthly bill that is out of our budgetHad we known how much this would have cost us in the first place we would have pursued getting a new phone plan elsewhereNow we are stuck with US Cellular because we were lied to, and every time my husband calls he gets a difference storySince US Cellular lied to us about the cost of our bill, we should not be the ones stuck with the extra cost of either the monthly bill or the cost of a cancellation feeThe cancellation fee should be waived as we are only looking to cancel our plan because we were lied to about the cost of our monthly billWe have both been longtime customers (We have both only used US Cellular) and we have never had issues like this before
Final Business Response /* (4000, 14, 2015/08/27) */
August 27,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number:***
Customer's Name: ***
U.SCellular Account Number: XXXXXXXXX
Account Holder:***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms*** rebuttal where she states the $for the next three bills doesn't change the cost of the future billsThe resolution she is seeking is for us to waive the cancellation fee on the account
I am sincerely sorry that Ms*** feels that she was lied to about the cost of her monthly plan and now she is requesting to cancel the account without any penaltyBy no means did we ever want to set improper expectations regarding the amount of the planI will be *** to review the account further to see what other options we *** have
Upon further review of the account when we spoke with Mr*** on June 15, we offered the price of $per month with the intention of Mr*** keeping the same deviceDuring that same conversation we also discussed other options such as upgrade and getting a new phone at discounted price versus getting a phone with a retail installment on the line, which could affect the monthly cost of the billHad the line not been upgrade the line would have still qualified for the $per month discount with a monthly bill price of $per month, but since points were used to upgrade the device that is what caused the line to lose out on that discount now making the monthly bill $per month
Since once line was cancelled due to getting a device though their employer that has saved the customer $per month plus taxes compared to what they previously were paying on a monthly basisOur documents show that before any plan changes were made that Mr*** called in and confirmed and agreed to the changesOtherwise no changes would have been made on the account
We have made an attempt to make things right by offering $off the monthly bill for three months and that was added to the most recent bill that is due on September 1, Mr*** agreed to take the offer of $off; therefore, we followed through and added it to the accountAt this time instead of making a payment of $on September 1, the balance will be $due on September 1,
We have reviewed Ms*** complaint and at this time we will not be able to waive the early termination fee on the account as we have made it clear on what the customer will be receiving from usAt U.SCellular(r) we pride ourselves in highly ethical business practices, and we would never intentionally mislead our customerI realize that Ms*** feels that she was misled, and I am sincerely sorry for any confusion and disappointment she has experienced with our companyWe have followed through with applying the credit for three months of $off the bill and that offer was acceptedWe understand that this resolution doesn't match what Ms*** is requested but we have done our best in both positions
Should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/08/21) */
August 21,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular
Account Number: N/A
Thank you for contacting U.SCellularWe are in receipt of Ms***' correspondenceMs***' states that U.SCellular is contacting her multiple times a day and that she has asked U.SCellular to remove any contact information from our system several times
We have reviewed Ms***' 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 submissionIn order for this matter to be resolved we will need an Account Number or Phone Number to access the account
Please advise Ms*** to resubmit this complaint with the information requested above and we will be *** to address her concern at that timeWe apologize for any inconvenience we *** have caused and look forward to receiving the needed verification so that we *** proceed in researching this matter
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

October 28,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:
Customer's Name: Tonya ***
U.SCellular Account Number:
Thank you for contacting U.SCellular in reference to the above accountMs*** stated because the phone malfunctioned and is not fixable she would be eligible for an upgradeMs*** feels she should not have to purchase a replacement phone for hundreds of dollars when the phone she purchased just stopped functioning
Ms*** is also contesting that her service is suspended do to having a past due balanceShe feels she is not being offered any other alternative solution other than buying a new phoneMs*** mentions she was told the SIM Card that she purchased at U.SCellular, installed by U.SCellular, malfunctioned the phoneMsReynold feels she should not have to pay for a new phone due to the malfunction
I am sincerely sorry for all the inconvenience Ms*** has experienced when trying to get her phone replacedI will be more than happy to research the account and provide assistance
After reviewing Ms*** account, I noticed she has a one year manufacture warranty on her new device purchased on July 24, which will cover any defects in the deviceWhat we would ask Ms*** to do is either visit the local U.SCellular store or calls our Technical Department to have her phone replacedPlease know the phone will be replaced as long as the device shows no physical or water damageMs*** will be responsible to pay for the $replacement fee, at the time of the transaction; this is called an Advance Exchange
I understand Ms*** is disappointed we are unable to offer her another option to pay the remaining balance off at this timeAs Ms*** is aware the outstanding balance of $will need to be paid in full in order for the account to be restoredOnce the account is restored she will see proration along with her regular service and a $restore feeMs*** will need to have the account in good standing to order her replacement deviceShould Ms*** need more time to pay her balance she will need to partner with our Financial Service Department to view all of her options
Should Ms*** have additional questions, she may contact our Customer Service Department at (888)944-
Sincerely,
MaryAnn K
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2015/07/24) */
July 24,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account
Number: XXXXXXXXX
Account Holder:***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint regarding dropped calls in her home areaMs*** says that she is experiencing a lot of dropped calls while at homeShe has contacted our Technical Support Department for assistance and was advised that there is nothing that we can do for herMs*** is requesting that U.SCellular sends out a technician, as done before, to resolve the problems with dropped calls in her home area
I certainly understand the importance in having a working and reliable phone service at all timesI regret to hear that Ms***'s problem with dropped calls has not been resolved after the numerous interactions that she has had with us by phoneI will be *** to take a look into this matter to assist
I have reviewed Ms***'s account and I noticed that she has spoken with our Technical Support DepartmentOur Technical Support Department has filed service tickets for Ms***'s home areaThe latest service tickets revealed that, at this time, our network is fully optimizedWe recommended that Ms*** get a signal booster to improve call quality in her home areaWe also recommended Ms*** have other users contact us if they were experiencing the same service problems
At this time, there are no further actions that can be completed to change the level of signal service that Ms*** has access to while in the *** areaI truly regret any inconveniences and frustrations this *** causeShould Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular