Merchant Retail Credit Association

Complaint: ***
I am rejecting this response because:The sales associate stated that they went online for me and there was nothing else for me to do They stated that I would receive $
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/10/14) */
October 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: *** *** ***
U.SCellular Account
Number: XXXXXXXXX
Greetings:
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms***'s complaint, wherein she suggests that she has been unfairly charged about $for the Tone Room Deluxe service since She is not satisfied with the credits offered thus farMs*** desires a refund by check of the full amount that she believes she was charged for this service
I completely understand Ms***'s frustration with this situation, I empathize with her position, and I welcome the opportunity to resolve this issue for her
The Tone Room Deluxe service is priced at $per month, charged to the customer's billIn order to activate Tone Room Deluxe, the customer must purchase a subscription on a Tone Room Deluxe capable phone, only after accepting the terms and conditionsThis deliberate, step-by-step process makes it highly improbable that the Tone Room Deluxe service was activated unintentionally
Ms*** has been subscribed to Tone Room Deluxe since January 7, The $charge has appeared on all of Ms***'s monthly bills since then; however, according to the records on her account, this issue was first raised to our attention by Ms*** on October 9, Although we deeply regret the circumstances resulting in these unwanted charges, I must emphasize that the customer is primarily responsible for reviewing the bill, and bringing any issues or discrepancies to our attention in a timely mannerBecause this was not done, we cannot grant Ms***'s request for a full refund of all of the Tone Room Deluxe charges since it was first activated in Nevertheless, we can help Ms*** with the charges, to some extent
On November 27, 2013, Ms*** switched to a new phone that is incompatible with Tone Room DeluxeAt this point, it would have been very helpful if we had informed Ms*** of this complication, and recommended that she cancel her subscriptionSince we neglected to do so, I have applied a courtesy credit for the subscription charges going back to that dateThe total credit was $119.05, which reduced the account balance to $
It has been my pleasure to address this issue for Ms***Should she have additional questions or concerns, Ms*** *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

February 20th, 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*** complaint, wherein she states that we have been unwilling to work with her in regards to her billing. She also states that her monthly statements have been higher than she was told they would be, and that she has been charged restoral fees. Ms*** wishes to have all restoral fees waived, and to have her deposits returned to her U.SCellular knows that every penny counts, so I can understand Ms*** concern regarding the billing issues she has experienced. I have reviewed Ms*** account, and I hope that she will find my information helpful Ms*** started service with us in August of 2016. Since that time, six monthly statements have generated for the account. Ms*** account has carried a past due balance each month, and has suspended due to lack of payment five times since the start of her service. I show that we have made five payment arrangements during this time, in order to provide Ms*** additional time in which to make her monthly payment. While we do expect payment to be made in full by the due date each month, we understand that emergencies occur, and this may sometimes not be an option. Any time our customers know that they will not be able to make their payment in full by the due date, they may call and speak with our Financial Services Department to make a payment arrangement. As long as the arrangement is kept, and payment is made by the prearranged date, they will avoid any suspension of service as well as the associated Restoral Fees. If the payment arrangement is broken, or if it is not made before the account suspends for nonpayment, then a $Restoral Fee is charged to each line on the account. I see that we have waived one set of these fees for Ms*** as a courtesy on February 2nd, Our billing cycle runs a month in advance, and Ms*** first statement included her regular bill, plus the prorated amount from the start of her service on August 9th, through the end of her first cycle on September 3rd, 2016. This, plus the $activation fees for her lines, caused her bill to be larger than what a bill would be. Once Ms*** account balance is paid in full, and no further late fees or restoral fees are charged, her billing will reflect her expected $plus taxes and federal fees each month Deposits taken towards accounts are released after twelve consecutive months of the account not suspending due to lack of payment. I regret that the release of Ms*** deposits would not be an option at this time. We would also not be able to waive any further restoral fees for the account 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

Initial Business Response /* (1000, 10, 2015/08/12) */
August 12,
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 accountI am in receipt of Ms***' complaint in which she told the representative helping her with the activation that she works for WE Energies who gets a 15% discountOnce she received her first bill Ms*** found the discount had not been appliedMs*** called and was told the plan she selected does not qualify for the discountMs*** would like to have the employee discount added because she was initially told she was eligible for the discount
I am truly sorry for the frustration Ms*** has experiencedI understand how important it is to know all available discounts have been appliedU.SCellular has worked with many employers to provide discounts to their employees when certain conditions are metFor WE Energies, we have negotiated a 15% data plan discount on data plans 6GB for $or higherMs*** has a 300MB data plan that is $per month
In addition to the 300MB Ms*** pays for, we have given her an additional 1GB per month for the first months of her contract at no additional costThis is not a standard promotion as the value of an additional 1GB for a 300MB plan is over $per monthThe additional 1GB is far more valuable than receiving 15% off of $which would equate to $per month and $over a month periodIf Ms*** does not need the additional 1GB of data, I would like to offer Ms*** the option of receiving a one-time credit of $We would need to issue a one-time credit as her plan will not allow us to add the 15% WE Energies discountAfter issuing the one-time credit we would remove the promotional 1GB of dataTo accept this offer Ms*** can contact our Customer Service Department or visit her local store
I appreciate the opportunity to review Ms***' account and provide information I hope she has found helpfulShould Ms*** elect to accept our one-time credit offer or have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX or from her cell phoneWe are available daily from 6am-11pm Central Time
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This 1GB of data was not offered in lieu of my employee discountI will not accept a stipend of $to shut me upIf there is a limit on the discount it should be mentioned in the listing, of which there is notThe representative who signed me up did not state there was a limitIf my bill is only $20.00, then why is my bill $a month,more if I go over this exotic data plan I haveAgain there was no mentioned of the 1GB plan in lieu of my discountI was told it was part of the promotion
Final Business Response /* (4000, 14, 2015/08/14) */
August 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: *** ***
U.SCellular Account Number: XXXXXXXXX
I am in receipt of Ms***' rebuttal in which she states the 1GB of data was not offered in lieu of the employee discount and she will not accept our offer of a one-time $creditFurthermore, she states if there is a limit on the discount it should be mentioned in the listing and she was not told about itMs*** has also inquired why her bill is $a month, or more, if her data plan is $I appreciate the opportunity to respond to Ms***' concerns
I apologize for any confusion, but the additional 1GB is not apart, and has not been apart, of our promotions on the 300MB planThe overage rate on the 300MB plan Ms*** selected is $for every tier of overageEach tier is defined as 1MB-300MB overAn additional 1GB is equal to MB; more than triple the 300MB plan selectedIt is our intention to be transparent with our customers about available promotions and our promotions can be viewed on our website
At U.SCellular we offer a two component pricing structureThere is one charge for the selected data plan and the other charge is a connection charge for each deviceMs*** selected the 300MB data plan which is $per monthThe connection charge for Ms***' smartphone is $per month and the connection charge for the tablet is $per monthThe pre-tax total for Ms***' services is $monthlyOn the most recent billing statement dated: 7/26/15, Ms*** used a total of 2.032GB, or 2081MB, of dataWith the 300MB of data included in Ms***' plan plus the additional 1GB of promotional data, there was an overage of GB, or 757MBThis resulted in an overage charge of $
Our percentages off discounts, such as an employee discount, are taken off of the data package portion of the pricingThat is why over the course of months Ms*** would only save $if the discount were offered on the plan she selectedQualification details of our Partner Employee Discount Program can be found at www.uscellular.com/partnerBelow is a copy of the "Things we want you to know" section:
Things we want you to know: Shared Connect Plan and Customer Service Agreement with a 2-yrinitial term (subject to a pro-rated $early termination fee for feature phones, modems and hotspot devices and a $early termination fee for smartphones and tablets) or Retail Installment Contract for installment pricing requiredCredit approval also requiredA $Device Activation Fee applies for devices purchased with a yragmtA $Device Activation Fee applies for devices purchased with a Retail Installment ContractA Regulatory Cost Recovery Fee (currently $1.82) applies; this is not a tax or gvmtrequired chargeAdditional fees, taxes, terms, conditions and coverage areas apply and *** vary by plan, service and phoneOffers valid at participating locations only and cannot be combinedSee store or uscellular.com for detailsCustomers not on Shared Connect Plans must be on a plan with a monthly recurring charge of $or higher for single line plans and $or higher for Family PlansOffer valid on Shared Connect Plans of 6GB and higherNot valid on Data Only Shared Connect PlansDiscount will only be applied to the monthly data charge for your chosen planDiscount not available on equipment or accessoriesU.SCellular *** require that you provide proof of your employmentIf you are no longer an employee of the eligible organization or if the organization is no longer a business customer of U.SCellular, U.SCellular reserves the right to remove any discount that has been applied to your account without noticeCustomer must reapply, verify employment or verify program requirements every two yearsAll terms and conditions of the U.SCellular Customer Service Agreement apply to your participation in this programThe discount will be applied to your account within 1-billing cycles
After a thorough review of Ms***' account, her usage does not match the plan she selectedAt U.SCellular we want our customers to have a plan that meets their needsOur store or our Customer Service Department would be *** to review ways to reduce data usage or make a plan change to match her usage
Our offer to allow Ms*** to receive a one-time $credit with removal of the promotional 1GB of data is still availableWe truly hope the detailed information provided gives Ms*** a greater understanding of what she has and how our pricing worksShould Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX or from her cell phone
Sincerely,
***
Customer Resolution Support
U.SCellular

RevDex.com:I have reviewed the response made by the business in reference to my complaint and will accept their solutionI would like us cell to make sure they put better measures in to prevent this horrible inconvenience and utmost worst customer experience everI will never recommend their services to anyone. Thank you *** ***

Complaint: ***
I am rejecting this response because: I have already contacted the rebate center and customer service prior to contacting the Revdex.com and they told me sorry nothing they could dothis happened at both rebate center and customer service so I need a different diffraction to resolve this issue
Sincerely,
Erick ***

Initial Business Response /* (1000, 6, 2015/04/20) */
April 20,
Revdex.com of Chicago
Attention: Ms***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: ***
U.SCellular Account Number: N/A
Dear
Ms.***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms.***'s correspondenceMs.***'s services were terminated due to violation of data roaming terms and conditionsHowever, her primary concern is that she had just made a $bill payment, and she asserts that she was told that she would have to return her two devices to get her money backShe questions why she should have had to do this, but nevertheless returned the devicesMs.*** is demanding a refund of her bill payment, and partial reimbursement for the two cell phones that she returned
We have reviewed Ms.***'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 her submission
Please advise Ms.*** to resubmit this complaint with the information requested above and we will be *** to address her concerns at that timeWe apologize for any inconvenience we *** have caused and look forward to receiving the needed verification information so that we *** proceed in researching this matter
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 8, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My previous cell # with US cellular are as follows: *** and XXX XXX XXXX
The new contact # is XXX XXX XXXX
Regards
Final Business Response /* (4000, 14, 2015/04/27) */
April 27,
Revdex.com of Chicago
Attention: Ms***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number:
Customer's Name: ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms.***'s correspondenceMs.***'s services were terminated due to violation of data roaming terms and conditionsHowever, her primary concern is that she had just made a $bill payment, and she asserts that she was told that she would have to return her two devices to get a refund of this paymentShe questions why she should have had to do this, but nevertheless returned the devicesMs.*** is demanding a refund of her bill payment, and partial reimbursement for the two cell phones that she returnedIn her latest rebuttal, Ms.*** disagrees with the results of my investigation, and accuses me of lyingOnce again she demands a full refund for a month's worth of serviceMs.*** threatens to take the issue up with higher supervision
According to memos left on her account since she submitted this rebuttal, Ms.***'s issue has already been resolved by the Office of the PresidentTherefore, we respectfully request that this case be closed
Ms.*** as always, it is my pleasure to serve Ms.***Should she have any additional questions or concerns, she *** contact our Customer Service Department at XXX-XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 16, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** L is the worst and shouldn't be working Revdex.com casesI've made my feelings known to the CEO of the company and have been in contact with the corporate offices
I am not satisfied in any way but am now of the understanding that US Cellular doesn't careI am no longer a US Cellular customer and I'm ok with that
This case can be closed as unsatisfied
Thanks,

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,
*** ***

Complaint: ***
I am rejecting this response because:I have my credit card records with Capital One showing that I made a manual payment with my credit card On Sunday, December 13th, 2015, and the payment posted on December 13th, Nobody called and made a "manual payment" on Christmas Eve because I was with family and my phone bill was already paidSomething has gone wrong with your system and because of it I have to endure the flak3-business days is an unacceptable time frame for my money to be returned to me for something that was 100% a mess up on US Cellular's end. Not only do I have my credit card statements showing that I did in fact make that manual payment, but I have phone records to prove that nobody made a call either from my cellular device nor my home phone to US Cellular to make any sort of paymentI am led to believe that someone on your end tried to pull the money again, days after renewel of my service and days before another automatic payment was due to happenI would like a proper explination for why this happened, and how this is to be resolved
Sincerely,
Noelle ***

Complaint: ***
I am rejecting this response because:The account is under *** and that's the phone number for getting a hold of me
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,
Catherine ***

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,
*** *** All I want to do is make your customers happier and help your business grow

Complaint: ***
I am rejecting this response because: I have already made the request to have bills sent out to me each month because I do have have the access to change my request to paper billing statements since that is part of the problem with their website that I can not access.Further more I am the one how has to continue to call into US Cellular to find out the status of this issueNo one from US Cellular has ever called me to see if the issue was fixed before the closed the ticketsI was told on Tuesday 1/17/by a supervisor named *** that whoever opens the ticket gets notification when they are, so why hasn't US Cellular followed their procedures of notifications to make sure the issue was fixed?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They pulled classic bait and switch , Now that i'm stuck with the phone and the bill , I've been with Us Cellular for yrs never missed a payment , For people who are not familiar with Data plans and smart phones they were not very helpful explaining what I was getting myself into .Now I will probably have to buy another phone And take my money elsewhereIt might not seem like alot of money them but it is to me I work very hard for my money .I have also seen other complaints of the same .
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: they are still not willing to help I asked for my payment to be extended to the 24th to avoid the phones to be cut offThey will not do thatThere for this is going to cause another $reconnect feeI will be looking into another service else whereI never had issues with my bill at ntelos.
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
Thank you for your immediate response and evaluating my concernsI appreciate your time
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I was lied to by the US Cellular Customer Service and now am being extorted, at the risk of my damaging my credit report, to pay a portion of the balance I was promised would be credited. $dollars, for reconnection fees that were incurred for being shut off for going cents over my credit limit, was rightfully credited, now, as originally promised. However, while waiting for those very fees they now credited to be credited when I was told they would be, another $in reconnect fees were leveled against me (while paying the invoices as they were issued). I am very disappointed and plan on telling everyone I know how horrible this entire experience has been and the dishonesty I have experienced as a Customer of this organization
Sincerely,
James ***

Complaint: ***
I am rejecting this response because: US Cellular withheld information about phone compatibility with their network. Neither of the three phones we purchased have full functionality on the US Cellular network - we purchased same brand of phones we had on ***. THIS IS A SAFETY ISSUE due to my frequent supervision of traveling public school students. Further, we continue to have dropped calls, slow texts which sometimes don't send at all, voicemail that comes in an hour after call is made, calls that don't connect - all within city limits of Tulsa, OK.1. Request immediate release from further payment obligation on phones (2- *** 6S Plus, *** *** S-7) 2. Allow us to return all three phones and tablet to US Cellular without further obligation upon our receipt of rebate which is currently in process (required waiting period)
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/04/28) */
April 28,
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 the complaint Mr*** has submitted stating his phone service was interrupted after making a payment on his accountMr*** advises no one could help in store or over the phone and could not explain why his service was suspendedHe also states he attempted to setup new service and was not able to and could not be reimbursed for the payment he madeMr*** would like activation of a new line, with a free LG G Flex and the first month of charges waived
Ms.*** I can certainly understand how maddening it is for Mr*** to find out he has no phone service without an easily understandable reason givenCustomer satisfaction is our company's primary goalI would like to apologize for any frustration Mr*** has experienced regarding this matterIt is never our intent to make things more difficult for our customers but rather quite the contraryI welcome the opportunity to research and assist in this matter
Ms.*** reviewing the account of Mr***, I do see where Mr*** made a cash payment in the amount of $on April 22ndThis was a past due balance which was due on the 11th of AprilThe reason Mr*** line was suspended is from his next invoice in the amount of $generating and hitting the account on the 22nd, which is due on the 11th of ***There were no payment arrangements on the account and because of this, the line was suspended
Ms.*** there were some issues with resuming Mr*** line due to a stuck order to change his account from postpaid to prepaid with monthly billingDue to this stuck order, when his payment was made, the resume order was also stuck and we had to submit multiple tickets to resume Mr*** accountAs of the 25th of April Mr*** account is active and his service has been resumed
Ms.*** at this time we will not be giving Mr*** a new LG G Flex 2, we however have already processed $in credits on his account, leaving his balance at $I will process a credit for the remaining balance of $10.84, a credit of $for the restoral fee he will be charged next month, and a credit of $for the cost of service for JuneThis is a total credit of $posted to Mr*** accountThe credit balance on the account is $88.97, and Mr*** will not have to make his *** paymentMr*** will be responsible for the retail installment charges of $for his Samsung Galaxy SMini in June
Ms.*** I would like to thank Mr*** for being a very valuable customer to U.SCellular(r)Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** R
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (2000, 12, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response, only because they are willing to waive the payment for the month of may

Revdex.com:
US Cellular did in fact do what they said in the emailThey did this after the complaint had been filedI tried to delete the complaint after the issue was resolved but could not figure out how to If it is possible, please forward them this email and let them know that Danielle the solutions specialist was VERY helpful and resolved my issueI thank them for their timeI was very pleased with the outcome.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***