Merchant Retail Credit Association

Initial Business Response /* (1000, 10, 2015/05/30) */
May 30th,
Revdex.com of Chicago
Attention: *** ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***
Thank you for contacting us in reference to the above accountWe are in receipt of Ms***'s complaint wherein she states that she cancelled her account in December of 2014, and has not received her credit balance refund of $She states that she has spoken with us several times, and been assured that the refund would be processed when the Final Bill generated, yet the refund was never issuedMs*** would like to receive her refund of $with interest
U.SCellular knows that every penny counts these days, and I can certainly understand Ms*** needing to have her funds returned to herIt is never our intention to keep funds which belong to our customers, and I apologize for the fact that Ms*** has not yet received her refund
I have reviewed the account, and I see that our system did not correctly cancel Mr***'s account when she ported her numbers on December 26th, 2014, and this prevented the Final Bill from generating on the accountWhen Ms*** contacted us on April 30th, 2015, we were able to cancel the entire account, which allowed for the Final Bill to process on *** 8th, As the request for the credit balance of $was received before the date of the Final Bill printing, the request was declinedI apologize for this inconvenience
I have requested that the credit of $be released back to Ms***She will receive a check in the amount of $in two to three weeks, and it will be delivered to the address we have on fileAs we have no calculated interest on this sum, I regret that I cannot have the refund processed for more than the amount showing on the accountAgain, I apologize for the length of time which Ms*** has gone without receiving her refundThis is an unusual system error, and not a occurrence
I sincerely appreciate the opportunity to assist Ms***, and provide information which I hope is helpful to herShould Ms*** have any questions about U.SCellular service, she may contact our Customer Service Department by dialing (XXX) XXX-XXXX
Sincerely,
*** **
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept the response given that is was a mistake of the "system" as it is typical of a business that is in the wrong but has to blame it on a computer glitch instead of the business/human error! It could have been rectified as soon as I pointed out the error in December when the account was closed! I do have to accept that they will only send the amount of the credit however as I know I will never see anything more than that no matter how much I complainThe customer service rep on the phone said it would be two months before I received my credited amount in the mail whereas the above letter states two weeksI will not release them until I receive the check!
Final Business Response /* (4000, 14, 2015/06/04) */
June 4th,
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 regards to the above accountI am in receipt of Ms***'s rebuttal, wherein she states that she does not accept our apology as we laid blame on the system instead of a person, and that she will not release us until she receives her refund
I certainly understand Ms***'s frustration with having to wait for her refund of $95.33, however system errors do happenI apologize for the fact that the error was not caught by the first associate Ms*** spoke with on January 20th, However, the error was caught by the second associate she spoke with on April 20th,
Remaining credits on accounts cannot be released until a Final Bill prints on the account, and this had not happened when the first request for credit was received by our Financial Services DepartmentI do see that the request has now been approved as of *** 30th, 2015, and it should be delivered within two to three weeks of that dateWe hope that the arrival of this refund will resolve Ms***'s complaint
I sincerely appreciate the opportunity to assist Ms*** today, and provide information which I hope is helpful to herShould she have any further questions, she *** contact our Customer Service Department by dialing XXX-XXX-XXXX
Sincerely,
*** **
Customer Resolution Support
U.SCellular

February 22nd, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate *** * *** *** *** *** Chicago, IL Re: Complaint Number: *** Customer’s Name: *** *** U.SCellular Account Number: *** Thank you for contacting us in regards to the above account. We are in receipt of Ms*** rebuttal, wherein she states that we are unwilling to work with her regarding her past due amount U.SCellular understands that it is sometimes necessary to request additional time in which to make your payment, which is why we offer Payment Arrangements for our customers. At this time, Ms*** is already on a Payment Arrangement for her statement which was due on January 29th, 2017, and no further extensions are available for this particular bill. When Ms*** next statement, which is due on March 1st, 2017, becomes due, we would be happy to look at making an arrangement for the balance of that statement I sincerely appreciate the opportunity to review Ms*** account, and provide information that I hope is helpful to her. Should Ms*** have any additional questions, she may contact our Customer Service Department by dialing (*** *** Sincerely, *** ** Customer Resolution Support U.SCellular

10/16/
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: ***
Thank you for contacting U.SCellular in
reference to the above accountMs*** states in her complaint that she paid the taxes on four devicesShe later returned the equipment and still has not received the refund for the taxes she paidMs*** desired resolution is to receive the refund she has requested from us
I can certainly understand Ms*** complaintI would be more than happy to carefully review the account for more information concerning this issue
Upon review of Ms*** account, I see that on July 28, the customer called in to request a day excellence guarantee return for four devices she did not yet receiveThere are several notations on the account from 7/30/15and 9/4/where Ms*** called in regarding her refundBased on the notations, I show that a refund of $was issued on 10/13/to Ms*** account for the tax amount she paid back in July
Since the credit has been issued to the account, I now show a balance of $on Ms*** account that as of today is past dueIf Ms*** is unable to remit payment to the account for the balance of $122.80, I would encourage Ms*** to contact our Financial Services Department by calling Customer Service at ***Financial Services would be more than happy to review the account to see if we are able to provide Ms*** with a payment arrangement for the past due balanceAlthough payment arrangements due incur a $late fee on the account, they will also prevent interruption of service from a lingering past due balanceFinancial Services are available Monday through Friday from 7AM-11PM, Saturday from 9AM-12PM and Closed on Sunday
I am very happy to hear we were able to credit Ms*** account the $that was owed to her from the taxes on her returned equipmentIf Ms*** has any further inquiries or concerns, she can contact our Customer Service Department at *** and we would be more than happy to assist her
Sincerely,
*** **
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2015/04/28) */
April 28th,
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***
Good afternoon and thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr***' complaint in which he states that he is getting money deducted from his bank account and that is paying for the monthly balance of his U.SCellular account without his authorizationMr*** stats that he does not owe any money for his U.SCellular account and suggests this *** be caused from our employees' actions or his account being hackedMr*** requests for this to be stopped and his money to be refunded
I can understand Mr***' concerns when seeing payments being processed without his knowledge and consentWe sincerely apologize for any frustration or distress this *** have caused himThe concerns that Mr*** has brought to our attention are being taken very seriouslyI would be *** to review his account to find any information that is helpful
Ms*** after reviewing Mr***' account, I show that we have had the opportunity to work with Mr*** on numerous occasionsOne in particular was an email response sent today, April 28th, 2015, to Mr***' complaint in which he states that the payments being made to his account were without his knowledge or authorizationIn our response back to Mr*** we stated that the last payment of $was made on April 15th, at 8:47AM via a direct call to our Financial Services DepartmentWe stated that at the time of this payment, we are required to ask for the full card number, the expiration date, and the CVV code on the back in order to proceed processing this paymentWe told Mr*** that the card information is not stored in our system and has to be given each time that a payment is madeWe also recognized and told Mr*** that the payment of $was made before any local stores were open and was for the exact amount of his balance showing dueMs*** as we stated in our email to Mr***, it is seldom in fraudulent situations that someone would steal credit card information to pay the exact amount of a balance due on the account for the person that the card came fromWe questioned Mr*** that it *** be possible that the payment was made by the user of the phone on the account or that this was a forgotten payment and we have yet to receive a response
Lastly, in the same email response to Mr***, we clarified the process of a Change of Ownership that we show was being previously considered to be done on the accountMs*** in our response we stated that both of Mr***' lines are under Retail Installment Contracts after financing the cost of both devicesWe stated that in order for another party to take over the account or a single line and do a change of ownership Mr*** would be required to pay the remaining balance due for the financed equipment firstCurrently, the account still shows being active and services being consistently usedMs*** we hope that this clears up any further confusion for Mr***
Should Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dod tespond with the fact that I did not forget I made any such payment before tgey typed their responseThey never check their own recordsFurther more it has to be an employee because how can I be making a payment on the phone to an office in texas thats nit open at which is what it would be according to the time difference if I called my time thjnk about it
Actually chicago but you get my point time zones dont make good sense besides the fact noones just donates their money to businesses for no reason get real
Final Consumer Response /* (4200, 17, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they are determined to fight to the end well the account is closed the debit is cancelled and unless this stops there will never be another payment to them until they cease and desisit their heinous actionI guess we will see who is really doing the payment after all I am forwarding matters to the states attorney generals office for further investigation we will get to the bottom of this one way or the other we will root out the elkins office whether they choose to beleive me or not
Final Business Response /* (4000, 19, 2015/05/06) */
*** 5th,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms***
Good afternoon and thank you for contacting U.SCellular in reference to the above account! We appreciate you taking the time to contact us backI am in receipt of Mr***' complaint in which he states that his debit account is currently cancelledMr*** also states that unless these payments cease, there will never be another payment to us againMr*** also states that he is forwarding this information to his attorney general's office for further investigation
I can understand Mr***' frustration with payments showing that he is not aware ofHowever, Ms*** we ask that the original response be referred to, as our research and investigation results keep our position unchangedWe respectfully ask again that this case be closed
Should Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Complaint: ***
I am rejecting this response because: My phone broke that phone number was given to you already My friend gave me the other phone so I may make calls US Cellular is unfair I am I hopes I can find a phone company that is fair and honest unlike US Cellular
Sincerely,
*** ***

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

October 28,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
*** * *** *** *** ***
*** ** ***
Re: Complaint Number:
Customer's Name: Billie ***
U.SCellular Account Number: ***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms***'s rebuttal, wherein she states her auto pay was set up to pay a maximum of $due to U.SCellular taking out an excessive amount from her account and trouble with discounts not applyingMs*** states our explanation of the charges and our apologies now do not do her any goodShe also states she did not move and Dottie, her sales associate, was told a detailed bill could not be provided because her account was closedFurthermore, Ms*** states there is no reason U.SCellular should not have to provide a detailed account statement of what she is expected to pay and that she may possibly owe all the charges but there is no way for her to know
We certainly apologize for any inconvenience that Ms*** has incurred with her bill and her account being turned over to a collection agencyWe are truly saddened Ms*** is so disappointed with U.SCellularOur goal is to provide the best experience possible to each one of our customers
We want Ms*** to be confident in the charges she has been billed forWith permission from Diversified Adjustment Services, the collection agency Ms***'s account was turned over to, we are able to provide Ms*** a copy of her bills dated: 5/20/and 6/20/Even though U.SCellular is providing the reprints, Ms*** needs to direct her payment to Diversified Adjustment Services, not U.SCellularThese bills will be mailed to the address Dottie confirmed with our Customer Service Department when she called on Ms***'s behalf on September 15th
In regards to Ms***'s address, I am able to confirm Ms*** was on paperless billing while her account was active with U.SCellularThis means Ms*** was receiving her bill electronically instead of a standard paper billOnce the account closed we began to send paper bills and noticesThis is the point at which we received a notification from the U.SPostal Service that Ms***'s address had changedWe actually received two notifications; the first on August 14th and the second on August 31stI apologize if this update was in error and I would encourage Ms*** to check with the United States Postal Service to see if they have directed any other businesses to change her mailing address
U.SCellular is happy to mail our customers a detailed bill of all chargesI apologize if Dottie told Ms*** anything to the contraryAs outlined in my previous response, we told Dottie any billing reprints would automatically be sent to what we understood was an incorrect for Ms***
We do not have any documented interactions with Ms*** from May 26th, the day before she ported her number, until August 31stWe were not trying to prevent Ms*** from having a detailed copy of her billing statementsHer account was referred to a collection agency very shortly after she began communicating with us again because there were approximately three months where we did not receive any correspondenceWe allowed Ms*** to carry a past due balance with us from May 16th until September 21st
I appreciate the opportunity to respond to Ms*** and provide information I hope she finds helpfulShould Ms*** have additional questions, or wish to make a payment, she should contact Diversified Adjustment Services Incat ###-###-####
Sincerely,
Amy C
Customer Resolution Support
U.SCellular(r)

Complaint: ***
I am rejecting this response because: Each representative I spoke with on acknowledged the fact that my file was annotated by a manager to include 50% off a cellular phone of my choiceThe argument presented on by the representatives, was that the offer should have been for days onlyThe staff acknowledged that the manager did not provide a day limit. As far as providing multiple discounts, when I switched to US Cellular I was promised they would match the price of the previous carrier and once my bill arrived, it was clear that was a fraudulent offerDiscounts were offered to honor the word of the staff, and additional discounts which were also based on promises have been givenThis is another such promise, which US Cellular is willing to make statements, rather than honor their word.
Sincerely,
Harvey ***

Complaint: ***
I am rejecting this response because: I was told that our extra lines would not change when I inquired about changing the planI would not have changed the plan knowing this information that I know nowI had called to discuss this and I was told that the lady was wrong and they couldn't do anything or change me back to the old planI don't feel I should pay $20-$for the extra phone linesI would like fOr them to go back to $as I was told would happen.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: we did not get the cards we were promisedwe were promised a prepaid *** card that could be used anywhere *** cards are used the cards we received are only good for use at the us cellular store....no place else.We were told by the customer service center to go back to the store where we started and have the store to reapply for the promo again..which means waiting for months and months again....I am tired of being treated like I am trying to take advantage of us cellularThey cannot keep their word....they keep switching their stories....if they dont want to honor their promotions they should stop them I went to their store to get a phone they told me what I qualified for...that seems pretty simple to me.the customer service center contacted the rebate center and was told we would need to start all over
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/15) */
September 15,
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.SCellular in reference to the above account numberWe are in receipt of Ms***'s correspondenceMs*** stated that she was given a phone by her son *** which she cancelled service on April 7thMs*** goes on to state that she continued to be billed $a month once the service was cancelledHer desired resolution would be to be refunded the money
I can certainly understand the frustration this must have caused Ms***I do apologize for any trouble this has caused her
We have reviewed Ms***'s concernsI regret that after review that we found that Ms*** has not been authorized on this account by the account ownerBecause we value the security of our customers' information, we will require the Account Owner or and Authorized User contact U.SCellularThe account holder *** do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or from their U.SCellular phoneWe apologize for any inconvenience this *** cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

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

Thank you for your responseI will accept the $bill creditI had planned on using the cards for that purpose anywayHowever, since I did not have any luck trying to resolve the matter with the customer service department or the rebate center, I'd like to ask that you contact my friend with the same resolutionHer name is *** *** *** ***@gmail.comalso, I'd like you to know, I did the referral before their accounts were opened and they completed the registration online as they were instructed to do.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/09/03) */
September 3,
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
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr***'s complaint regarding the high data usage on his accountMr*** states that he has had the phone checked out at our store, at our suggestion, and we found nothing wrongMr*** also states that the phone still used data when the mobile data was turned offMr*** states that he has done everything we have asked and the issue is on our end not hisMr*** asks that we let him out of his contract with no Cancellation charges for any of his phones
Customer satisfaction is and has always been our company's primary goalI would like to extend a heartfelt apology to Mr*** for all the frustration he has experienced regarding the data usage on his accountIn response to Mr***'s concerns, I will be *** to research this matter for him
Upon review of Mr***'s account, I see that we submitted case #XXXXXXX, on September 3, 2015, to research the data usage on Mr***'s accountAdditionally, I see notes that indicate Mr*** has called several times over the last few months, regarding the data usage and data limits on the account, and has done everything we suggested trying to resolve this issue
We have reviewed Mr***'s complaintI have retrieved the data research case and have submitted the usage information for further researchThe results can take up to weeks to arriveOnce the results arrive, I will contact Mr*** to review these results
In regards to Mr***'s request that we release him from the contract with no cancellation fees, I don't see any account notes indicating that Mr*** has spoken with our Solutions Consultants departmentMr*** would need to speak with our Solutions Consultants department to determine if there is anything we can do about the cancellation feesOur Solutions Consultants department can be contacted through Customer Service by dialing on any U.SCellular phone, or dialing the number listed below, from 6:00AM until 11:00PM, days a week
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They were supposed to call us friday September 4th with there results of the "investigation "They did notWe gave them through Tuesday September 8th and still no responseAgain I am going to have to callI will call the "solutions consultant " as said to doWe want out of the contract with cancellation fee waivedThis is very frustrating and upsettingWe have been with them for awhileThey again have not done what they have said they are going to do
Final Business Response /* (4000, 14, 2015/09/09) */
September 9,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXX
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr***'s rebuttal which states that he was told we would call him by September 4, and that he still has not received any calls from usMr*** also states he will call our Solutions Consultants and that he would like to be released from his contract with no cancellation fees
Thank you for allowing me to address Mr***'s concerns
At this time, I see that we have just received the results from my data research request on the number ending in*** I would like to apologize if Mr*** was told that we would contact him the day after the original research case was submitted, as this was not possibleOnce a case is submitted it goes through a process and takes a minimum of hours to be placed in our queue and would be worked in the order that it was submittedCases to research data take a little longer as we have to send the information off to be researched
Per Mr***'s request, I have called and spoke with Mrs*** regarding the data usage and submitted another data research request on the number ending in *** Mrs*** and I agreed that I will call her once the results arrive to determine the cause of large sessions of data on the line ending in *** Additionally, I see that Mr*** still hasn't had a chance to speak with our Solutions Consultants department regarding the contract and cancellation fee
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

October 27,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:
Customer's Name: TONYA ***
U.SCellular Account Number:
Thank you for contacting U.SCellular in reference to the complaint listed above received October 26, As a member of U.SCellular's Customer Resolution Support Team, I am responding to the complaint filed by Ms***
Ms*** stated her phone stopped working and was advised by a U.SCellular representative that the SIM Card was notorious for causing malfunctionsMs*** doesn't feel as if she should have to pay for a replacement phone since the phone is malfunctioningMs*** desired settlement is to receive a full credit to be granted for current billing of replacement phone
First allow me to apologize if we advised Ms*** that SIM Cards are notorious for malfunctionsCurrently we are unaware of any known issues regarding the SIM Card causing issues in devicesAs Ms*** mentioned, she doesn't feel she should have to pay for a replacement device and I am happy to say, I see Ms*** upgraded her device on July 24, from the *** *** Sto the *** *** Note EdgeWhen you purchase a new device the phone comes with a one year manufacture warranty, which covers manufacture defectsIf the device does not fall within the manufacture warranty, Ms*** can choose to utilize her Device Protection to have her phone replacedPlease know with Device Protection there is a $decidable, per incident
At this time we would love the opportunity to troubleshoot Ms*** deviceI would suggest Ms*** visiting the local store near her and if necessary we can send her device off for repair or if she prefers she may reach out to our Technical Service Department at the number provided belowI am sad to say I am unable to provide the request MsReynold has asked for as I am unable to waive any fee associated with a replacement device, through warranty or Device Protection
Although my research did not produce the outcome Ms*** had hoped for, I would like to take this opportunity to thank Ms*** for her years of service with U.SCellular(r) and I appreciate the opportunity to address her concernsShould Ms*** have additional questions, she may contact our Customer Service Department at (888)944-
Sincerely,
MaryAnn K
Customer Resolution Support
U.SCellular(r)

February 18th, 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: *** Thank you for contacting us in regards to the above account. We are in receipt of Mr***’s complaint, wherein he states that he went into our store to make a plan change and also change financial responsibility from his grandmother to himselfMr*** said the switch went relatively easyWhen he received the bill, it showed the phones connection price, $each for the two smart phones, and $for each of the three basic phonesHe said that made the bill higher than what it was before switching the account into his nameMr***, also has concerns that he was put into contract with the phonesI am happy to review his account to address his concerns and provide additional information that he may find helpfulWhen Mr*** took financial responsibility over the lines in question, the contracts applied per line, which is a requirement with the new Shared Data plansHis lines upgrade eligibility dates remained the same, as it is separate from the contractThe lines ending in ***, ***, *** and *** are currently eligible to get new phones at promotional pricingIf the phones are purchased at a promotional price, then any connection discounts would not apply, due to getting the discounts up front, by the phone already being discountedI have added discount on the lines that are currently eligible for themThe lines ending in ***, *** and *** now has the $discountThe line ending in *** has the $discount, so all qualifying lines now have the appropriate discount applied. I have also applied a $credit to the account, making the updated balance due $Purchasing the phone on retail installments, would qualify the lines to continue getting the connection discountThe smartphone discounts are $and feature phone discounts are $on the current plan that Mr*** is onAlthough, unable to cancel Mr***’s contract and return everything back into the previous owners name, I trust that the resolution provided is satisfactory for Mr***We truly appreciate Mr***s business and should he have any additional questions, he may contact our Customer Service Department by dialing (888) ***Sincerely, ***Customer Resolution Support U.SCellular

Complaint: ***
I am rejecting this response because: Firstly, there was nottttt a problem with INCORRECT porting infomation...US Cellular lieddddddddddd about that!!!!!!!!! The previous carrier must not have released my number to US Cellular orrrrrrrrrrrrr the customer service representative entered the information INCORRECTLY, as I read the information DIRECTLYYYYY from my previous invoice!!!!!!!!!!! How dare US Cellular blame me for thattttttttttttttttt!!!!!!!!!!!!!! Secondly, the $neverrrrrrrrrrr should have been charged to my credit card since I received a $credit due to all of the calamity for dealing with the customer service representatives nottttttttttttt knowing how to do their jobs correctly and treating me disrespectfully!!!!!!!!!!!! Also, a $credit was on my account for sett up by adding my credit card on the online website. The $credit card PAYMENTTTTTTTTTTTTTTTTTTTTTTTTTTTT was demanded by the representative to set up the account!!!!!!!!! It was nottttttttttt told to me that it was for one month of service, as several days later, I was charged $on my credit card!!!!!!!!! This is in despite of having a hugeeeeeeeeeeee credit on my account!!!!!!!!!!!! All of what US Cellular is stating is lies upon lies. They owe meeeeeee all of which I prepaid on my account and the credits due, as I have earned them, and they have zero rights to take them away from me!!!!!!!!!!!!!!! In addition, I was PROMISED allllll of the money back, in the form of a CHECK in the postal mail!!!!!!!! It's obvious that US Cellular is full of pathological liars!!!!!!!!!!!! Iffffffffff they are sincerely customer-oriented, they will give me allllllllll of my money back, as that is MY money and MY account. If they wish to do so, they transfer the remainder of the money to my other account, with the phone number, ***, and this will finalize the meditation process. They do, in fact, owe me alllllllllll of the credit amount PLUS TAX!!!!!!!!!!!!!!!!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I think it is absolutely unacceptable that a customer has to deal with an issue for over years before anything gets resolvedUs cellular claims I received over $in credits in years but they fail to mention why those credits needed to be madeMost of the credits were because of billing issues as a direct result of the original mistake that has taken this long to fixIt has been extremely stressful having to go in to my local store and wait for hours dealing with these issuesI have had to do more than just basic monitoring of my accountIt has been a constant battle with my local store, customer service, customer relations, managers, etcAnd all you can say is "its fixed now so you're all good." What about everything I've had to go through to get to this point? It's not like I've been impatient or rude with anyoneA customer should not have to monitor their account in such a way that that much time needs spent on the phone and in the store with us cellular employeesAll I'm asking for is a little sympathy? Put yourself in my exact situation? Would you feel like continuing service and paying a company if you were having all these issues? I bet not once did anyone go back and read every single note on the account because it would take hoursI'm sure you see all the credits and think WOW, she hasn't hardly paid anythingWell I have paid my bill when it has been dueBut I got to the point where the frustration has exceeded what I can handleI feel as though your company is responsible for the stress caused from all the issues I've had with this accountI dint only use my phone for personal useI'm self employed and I rely on my service but when I have to deal with all this the only thing I want to do is wash my hands of it all
Sincerely,
Lanette ***

Initial Business Response /* (1000, 10, 2015/07/23) */
July 23rd,
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: XXXXXXXXXX
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint in which she states she was told in one of our store locations that her friend would have service while in FloridaMs*** went on to state that her friend did not have service while in FloridaFurthermore, Ms*** states that she ported her services over to*** due to this issueMs*** states that*** was supposed to reimburse her for the remaining amount of the Retail Installment that she had for her iPhone 6, which was $479.20; however she states that*** is not following through with their promise to pay this phone off and she feels like she is stuck with the amount
I would like to apologize to Ms*** for any frustration that she or her friend *** have experienced because of issues of using their service while in roaming areasU.SCellular provides itself into providing a world class network that is ranked either 1st or 2nd by J.DPower & Associates in every market we do business in, and we strive to provide service in areas that customers do not normally have cellular serviceAlso, our advertisements carry the same clear disclaimers about service as do our customer service agreements
We have roaming agreements with many major providers in the state of Florida, so her friend would have had the ability to use her phone within the state of FloridaI, myself, recently traveled to *** Florida and did not run into any areas within the state of Florida in my travels that did not provide me with cellular serviceWhile we are able to provide cellular service in the state of Florida with partner providers, we do not have any store locations in the state of Florida
When using our services in a roaming territory or on another's carrier's towers, unfortunately we cannot guarantee that your service will work to its best capabilitiesIn addition to that, we have a limit of 200MB's of data roaming when not in our areaThis is a common practice with most mobile carriers in the United States and I certainly hate to see that this has led to Ms*** terminating her service with U.SCellular with porting her service to another provider
In our customer service agreements (such as the one that Ms*** would have signed when she purchased her phone, and also at the initial start of U.SCellular service) it clearly states the following information: At least 50% of your monthly voice usage for each device on your account must be used in U.SCellular's licensed marketsNo more than MB of your data usage in any month for each device on your account *** be used in U.SCellular's non-licensed marketsMore information that is included on one of our customer service agreements can be accessed by clicking this link: http://www.uscellular.com/site/legal/index.htmlAs well our coverage maps can be easily located by visiting this link: http://www.uscellular.com/coverage-map/coverage-indicator.html
Furthermore, the Retail Installment agreement that Ms*** signed when she purchased her iPhone on January 31st, clearly states that if the customer cancelled their service before paying off the remainder of the balance owed on the phone, that the full remaining balance would be billed to the customer on their final bill
We have reviewed Ms***'s complaintWhile we certainly hate to lose Ms***'s business, we are very open with not only our roaming policies, but with our coverage areas as well in the service agreement that she signed, as well as information readily available on our website or with our Customer Service departmentWe do provide our customers with roaming agreements with other cellular providers while outside of our licensed U.SCellular markets, such as in the state of FloridaWe are sympathetic with the financial issues that Ms*** is currently going through, however she voluntarily cancelled her service with U.SCellular to go to***We cannot control the reimbursement policies of another company when it comes to purchasing off the remaining balance of early termination fees or retail installment costsUnfortunately the full remaining balance of $is still owed to U.SCellular
We understand that sometimes things come up that can get you behind and we would love to helpIf Ms*** would want to set up a payment arrangement on her balance, she can contact our Financial Services Department so we can go over payment options with herShe can reach our Financial Services at XXX-XXX-XXXXOur Financial Services are available Monday through Saturday from 6:00am-10:pm, Central Standard TimeThe Financial Services Department is closed on Sunday
Should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well I tried to set up small payment arrangements and they told me everything has to be paid in full by August th and there is no way I can do that I'm so sick of people taken people for granted thank you
Final Business Response /* (4000, 14, 2015/07/24) */
July 24th,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name:
U.SCellular Account Number: *** ***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms***'s rebuttal in which she states that we could not come to terms with her on a payment arrangement with our Financial Services Department towards her current balance owed
Payment arrangements can only be made through our Financial Services DepartmentWe are unable to negotiate arrangements through the Revdex.comWe would be *** to accept any payment Ms*** can make while her account is with U.SCellularWe typically hold an account for at least days after cancellationThe account could potentially be turned over to an outside collection agency if Ms*** is unable to pay the balance in fullIf that occurs, we can no longer accept payments from Ms*** and any remaining funds would need to be paid directly to an outside collection agency
We have reviewed Ms***'s rebuttalWhile we are sympathetic with the financial issues that Ms*** is currently going through, Ms*** voluntarily cancelled her service with U.SCellular to go to***Any issues with receiving a reimbursement for a phone trade in with*** would need to be discussed with***Unfortunately U.SCellular does not have any options to assist Ms*** in the dealings with another company and because of this, we respectfully ask that this matter be closed
Should Ms*** have additional questions, she *** contact our Financial Services Department at XXX-XXX-XXXX or our Customer Service Department at XXX-XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Complaint: ***
I am rejecting this response because US Cellular did not make good faith effort to notify us that the account was still openWe have no record of a phone call/voice messagePlease clarify which line you called to speak with as well as date/time.You may say that you sent invoices, but they were not received, therefore, we do not believe you. Your employee in store, as aforementioned, gave us incorrect informationYou have mishandled this from the beginning
Sincerely,
*** ***