Merchant Retail Credit Association

Complaint:
I am rejecting this response because:The credit bureaus asked me to make contact with US Cellular first as they are unable to remove the hard inquiry
Sincerely,
Rachel ***

Complaint: ***
I am rejecting this response because: The fact that us cellular is saying that the signal interference was signed off on is not satisfactoryI saw a commercial on TV saying "in the middle of anywhere" Does that mean I have to renew my contract to get that guarantee of "the middle of anywhere" I have received phone calls once a week from tech support saying they are " still working on it"On the meantime I am still missing callsI understand I have service and sometimes get my calls but sometimes I don't and I am in the Same area as I am when I actually do or don't receive a callSo not sure how or why this is happening I do not accept the answerI believe I am just being put off so I don't find a new carrier and finish out my contractI liked us cellular in the beginning so it's too bad it ruinedI don't feel as though it is very fairadvertising is wrong there should be a big warning in the commercial saying even when you are in the same places you always are you may or may not receive your call
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have called customer support and have not gotten these resolvedI have not had an opportunity to call from another phone to do the troubleshooting requestedAs for the my account issue, this has not been resolved with the troubleshooting and a ticket has been created todayStill waiting to hear back on that
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/05/26) */
May 26,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:***
Customer's Name: ***
U.SCellular Account Number:
N/A
Dear Ms***
Thank you for contacting U.SCellular in reference to Ms.*** correspondenceIn her correspondence she stated that she was misled when she purchased her phone on the *** Edge programShe stated the agent that helped her with setting up her service advised her that she was on a month to month and not under a contractMs.*** stated she was told she could bring the phone back at any time without a penalty or fee for doing soShe also mentioned she was advised by *** that the employee that assisted her was not an employee of *** and that he worked for U.SCellular(r); however, the agent insisted he was an employee of ***The resolution she is seeking is that U.SCellular(r) looks in the agent,***, which assisted her with setting up her service with ***She is also seeking a refund for the time she has spent dealing with *** as well as the agentShe stated that in order to get out of contract with *** she would owe $which she feels would be fair for U.SCellular(r) to pay since she stated the employee works for us
Ms***, I would like to first apologize for any frustration Ms.*** has experienced while dealing with this matterI regret that she has had to deal with this matter
It shows that based off of the complaint that was submitted by Ms.*** doesn't have service with U.SCellularShe has service with ***Unfortunately, the fee that she will be charged to cancel her service will have to be taken care of through ***We will not be able to assist Ms.*** with their fees as this is not our companyI did look into the agent that assisted Ms.*** and that is not an employee of U.SCellularThe location that Ms.*** went into to get her service with *** is a Wal-Mart location based off the information Ms.*** providedThat is the only thing that we have in common with that store Ms.*** mentionedWal-Mart is an authorized reseller for both U.SCellular and *** and they are authorized to sell both productsUnfortunately, I am not sure how the agents are trained on selling both services, if that is what they doThe agent may have been solely trained on selling ***'s services, whereas other store agents may be trained on selling U.SCellular(r) service
I regret that I will not be able to further assist with this matterSince Ms.*** doesn't have service with us I am not able to assist her with the charges she will be charged if she cancels service with ***We request that Ms.*** redirect this complaint to the correct parties involved, *** and Wal-Mart
Ms***, we are respectfully request that this matter be closed as U.SCellular will not be able to assist Ms.*** with this matter since this matter is truly a Wal-Mart and *** issue
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2015/05/05) */
*** 5,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular(r) Account Number:
XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular(r) in reference to the above accountWe are in receipt of Ms***'s correspondence regarding the cancellation of her account when switching to*** after U.SCellular(r) sold the market in which Ms*** livesShe states she confirmed she was being billed in advance before cancelling her service, paid her remaining balance, and is now constantly receiving calls for payment of a remaining balance she feels she does not owe
Ms.***, I can certainly understand Ms***'s frustration regarding being billed for a balance she does not believe she owesWe all want to have confidence in any company with which we do business and know that any charges are, without question, correctI want to apologize for the frustration Ms*** has experienced regarding the remaining balance on her account, and I am more than *** to have the opportunity to review her account, provide her with additional insight regarding the outstanding balance, and assist her in any way possible
Ms*** states U.SCellular(r) was her wireless provider for years until the company went out of business in July and she was forced to find another carrierMs*** also advised that her billing cycle ran from the 2nd of each month through the 1st of the next month, and she was billed a month in advance as many companies doMs*** states her *** bill was due while she searched for another carrier and that she called on June 1st to be sure she was billed in advance, paid the bill for service for the month of June, used the service through the month, and cancelled her service before the end of the billing periodMs*** is now receiving calls for the June bill due June that she feels was for service for the month of JulyShe does not feel she owes this balance due to cancelling her service before the end of the billing period
I would first like to provide a little background on the sale of the market in which Ms*** residesContrary to Ms***'s statement that U.SCellular(r) went out of business, we are very much in business and a competitive player in the wireless industryHowever, a business decision was made to sell a small portion of our market that ranged from Chicago, Illinois, to St***, MissouriThis was a very difficult decision for our company as we had a number of long-time customers in this areaHowever, because this particular market was an underperforming market, we chose to sell this portion and the accounts housed within this area and reallocate our resources to strengthen our company and our network in other areasOnce the decision was made and the sale was finalized with all parties and federal agencies, we notified our customers as soon as possible to allow ample time for them to research other companies before changing providers
Ms.***, research of Ms.*** account reveals she contacted U.SCellular(r) on June 1, 2013, regarding her account and was advised of the past due status for her *** bill (due *** 22)She declined to speak with Financial Services at that timeIn addition, she was provided detail of the market sale and advised of the second letter sent regarding the situationOn June 16, 2013, Ms*** once again contacted Customer Service regarding the transition to*** PCSNo other contact was initial by the customer under U.SCellular(r) received a Revdex.com complaint on November 12, Ms*** was provided with a breakdown and details of the balance she owed at the time of cancellation; she was advised the balance was due to running a past due balance on her account for a considerable period of timeU.SCellular(r) received Ms***'s rebuttal to the original response, responded on November 20, 2013, and once again provided details of Ms***'s billing and the running past due balance that caused the current balance of $U.SCellular(r) received notification that the case was closed by the Revdex.com as it was deemed to be out of purview; this was documented on Ms***'s account on November 21,
I have thoroughly reviewed Ms***'s account for additional insightIn reviewing Ms***'s bills beginning with the February 2, 2012, billing period, each bill thereafter included both a past due balance and the current charges for that particular monthBecause each balance from the prior month was not paid in a timely manner, there was a $late payment fee assessed on each of these billsBelow is a breakdown beginning with the February 2, 2012, bill to the Final Bill Summary of July 2, 2013:
BILL DATE PAST DUE CURRENT TOTAL
02/02/$$$
03/02/$$$
04/02/$$$
05/02/$$$
06/02/$$$
/07/02/$$$
08/02/$$$
09/02/$$$
10/02/$$$
11/02/$$$
12/02/$$$
01/02/$$$
02/02/$$$
03/02/$$$
04/02/$$$
05/02/$$$
06/02/$$$
07/02/$$ $
As you can see from the documentation above, each of Ms***'s bills from at least February 2, 2012, forward have included a past due balance from the prior billing periodThe payment she was making each month was actually for the previous monthWhen we say we charge a "month in advance," this simply means we bill for the upcoming month, and the payment for that month is due in the middle of that billing periodFor example, we billed Ms*** for *** - June 1, and her due date for the *** bill was *** The *** payment was actually not made until June 5, 2013, in the amount of $The June bill had already printed at that time, included the remaining $past due balance, the $charges for June - July 1, and was due on June Once the $balance was paid on June for the *** bill, Ms*** was left with her June bill for her standard charges of $(which included a $late payment fee as did each bill listed above)Ms*** cancelled her service on June 30, so she received a prorated credit for June - July With this $prorated credit, the new balance for the June bill was $Since no payment had been received on or before the June due date, there was a $late payment fee assessed once again and applied to the July Final Bill SummaryThe revised balance after the prorated credit and the $late payment fee was $111.30, again for services from June - June
Ms.***, remaining balance on Ms***'s account is for services for June - June and is validI do want to advise Ms*** that her account has been pulled from the outside agency and will remain in-house with U.SCellular(r) for the next daysTherefore, should Ms*** choose to pay the $balance in full, she will owe no additional charges to the outside agencyShe *** contact Customer Service at (XXX) XXX-XXXX between the hours of 6:AM - 11:PM each day to process this paymentOnce the 30-day period is exceeded, the account will be reassigned to an outside agency once again
Ms.***, I appreciate the opportunity to research Ms***'s accountShould she have additional questions or concerns of if she would like to make the payment and fully close her account, she *** contact our Customer Service Department at the number shown in the paragraph above
Thank you once again for the opportunity to assist todayTake care, and I wish both you and Ms*** a wonderful week
Sincerely,
*** S
Customer Resolution Support
U.SCellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know how she come up with her figuresOf course I don't have all of the bills that she has postedOne thing for sure if your bill wasn't paid on time they would disconnect service, ask for the whole past balance up frontMy bill was current up until I transferred my service.They had not shut down when I left I know they still have service in other regionsI tried to ask for.a number in the service area with
the area codeOf course I was deniedI am not missing anythingI *** have paid late, or even been disconnected from time to time but I always paid my billOnce they told us they was leaving, they made sure they got their money .They wouldn't even let me redeem my belief pointsSo I went on to ***I was told time after time I was paying for service a month in advance.Now I utilized that don't owe them any money, they have a problem.I only kept the final bill because I knew they were going to claim just she's sayingWhat happened to the enormous bill I paid when I first started service with themI was told that along with connection fees etcI was paying for service before I used it upto date
Final Consumer Response /* (4200, 20, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That still doesn't change the fact when I ordered service, I received a bill two weeks later for the couple of weeks I had used of service plus one month of serviceI always questioned why I was being charged ahead , and was told I was paying for service one month in advance over and over againLike they were trying to get rid of meThrough the years, I would call for coverage information to be told the same thing over and over againYes, The bill was due on the 22nd of every monthWhen I got the service I was still up one monthI never received a smaller bill to equal out paying once I used serviceTo be more accurate how long I had serviceI was watching the news when they announced that the baseball field *** in Chicago was going to be renamed US Cellular ***Two days later, I went and purchased serviceI know what I was told, and what I paidI had the same phone package and number from that time until I got the Samsung Mesmerize phone I believe in because I wasn't into the internet at that timeNothing ever leveled out for service to be paid along as I used itI would like to know, If I paid up to $for service within days service starting, had a package I believe was less than $with taxes and fees, out right paid for phone at time of purchase, what happened to the remainder of the money? I sure haven't been credited for it just like I didn't get my belief points and being told by everyone at US Cellular I was paying for service in advance
If I could go back to where I purchased service, I wouldI know what I was told
Thanks,
*** ***
Final Business Response /* (4000, 22, 2015/06/04) */
June 4,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: *** ***
U.SCellular(r) Account Number: XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular(r) once again with Ms***'s most recent rebuttalI appreciate the opportunity to provide continued assistance to Ms***
In Ms***'s most recent rebuttal, she states her first bill has two weeks of service as well as the next month of serviceShe provides further detail that she questioned the "month in advance" verbiage and has always been aware her bill was due on the 22nd of each monthMs*** states she never received a smaller billShe is asking what happened to the original $she states she paid when she began service if she paid $100.00/month for her service
Again, I am *** to continue to address Ms***'s concernsMs*** references having had the same cell phone package since she began serviceMs*** began service with U.SCellular(r) on February 6, 2003, which was just after *** was renamed U.SCellular(r) *** in January as she referenced in her latest communicationWhen she first began her service, she was on a different plan than the $Essential Plus Price Plan she had at the time of cancellationHer final plan was among our package of Belief Plans that launched in September 2010, and she actually migrated to this $price plan on February 5, 2011, when she purchased the Samsung MesmerizeU.SCellular(r) had no internet phones at the time Ms*** first purchased her service in 2003, so the plans were vastly different than the later plans offered for internet packages
With all of this detail, I want to provide a basic explanation of the first bill she receivedAs I referenced in my earlier email, plan information from did not carry forward to our new billing systemHowever, I can say that her first bill consisted of charges for the partial month of service from February 6, 2003, - March 1, In addition, she was billed for her first full month of service from March 2, 2003, through April 1, This first full month is the month she references as being "billed in advance." Her first payment of $(per her rebuttal) covered this partial month as well as the first full monthBasically, her first payment was due in the middle of the month billed March 2, There was no other billing as far as a "month in advance" - only the partial month (days) and the first full month with the payment due in the middle of this first full month
Since Ms.*** last payment made on her account on June 5, 2013, paid the balance that was past due for the *** 2, 2013, bill, she still owed for the June 2, 2013, when she ported her number and cancelled her serviceAs advised in the earlier correspondence, Ms*** cancelled service on June 30, 2013, and she did receive a bill dated July 2, 2013, that refunded services from June - July 1, This left the remaining balance of $which included $for services from June - June 30, 2013, plus a $late payment fee; this payment was due June
Thank you once again, Ms.***, for reaching out to us on Ms***'s behalfFor convenience, here is the information for Customer Service should Ms*** desire to speak to an associate: (XXX) XXX-XXXX and hours for the department are 6:AM - 11:PM each day (Central Time)
Take care, and my wishes for a wonderful upcoming weekend for both you and Ms***
Sincerely,
*** S
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2015/06/16) */
June 16,
Revdex.com of Chicago
Attention: Ms***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:
Customer's Name: Robin ***
U.SCellular Account Number: ***
Dear
Ms***:
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint regarding the tablet line she added to her accountMs*** states in her complaint that she went into a retail store and signed up with a tablet promotion for $and now she is seeing a Retail Installment payment for the tablet on her accountMs*** states that feels she was misled regarding the cost of the tablet and her desired resolution is for us to waive the cost of the tablet
Ms***, I understand the confusion and frustration that Ms*** is experiencing over this issueI would be more than happy to assist her to resolve this issue today
While reviewing the account, I do see that on 2/26/Ms*** went to a store and added line ending in to her U.SCellular(r) accountThis line was activated with a new LG G-Pad tablet which retails for $as well as Device Protection Plus for $per monthAfter reviewing the notations as well as the charges for the tablet, Ms*** did sign up with Retail Installments with a monthly line cost of $per month on Shared Data and $monthly financing charge for months which equals the $that was financed for the LG G-Pad
I have reviewed our promotions from February to March and did not find any promotions during that time that matched the Penny Promotion Ms*** describedI also have the printout that Ms*** would have had to have signed in store, in order to obtain the new line of service and the tablet she receivedOn that document it details the monthly costs for line ending in 5509, prorated cost for that particular bill cycle along with the month Retail Installment payment plan
Ms***, based on notations on Ms***'s account, I see that on 6/8/she contacted Customer Relations to speak with us regarding her tablet lineWe did offer to review the account with her but Ms*** declined any assistance from usAfter researching the account I can assure that the charges Ms*** is showing on her monthly statements are correctIf Ms*** would like a copy of the Retail Installment print out that she signed on February 16, she can go back to the store where the tablet was purchased and we would be glad to print a copy for her
I apologize for any confusion that Ms*** incurred while purchasing her tabletWe strive to ensure that all of our customers' have a wonderful experience whether they choose to call over the phone or go to a U.SCellular(r) storeI apologize if Ms*** did not have a wonderful experienceWe are grateful for the feedback Ms*** has provided and will ensure that we are able to share this feedback with the associate who provided the tablet to her
Ms***, thank you for allowing me the opportunity to assist Ms*** with her concernsWe do appreciate her loyalty and long standing business with us and would be glad to address any further questions or concerns she may haveShould Ms*** need to reach us, she can contact Customer Service at 1-888-944-from 6AM-11PM every day
Sincerely,
Heather B
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The employee of US Cellular lied about the penny offerUS Cellular misrepresented themselves, and as a customer I am the one that got ripped offIf they looked back they would see that I NEVER HAVE PAID FULL PRICE FOR A PHONE, SO WHY WOULD I PAY FULL PRICE FOR A TABLETI will pay what I owe but come January I will change cell phone carriersThis company tricks customers into believing one thing then changing it on themI do not do business with companies like thisI will be letting everyone know about US Cellular's unfair acts
Final Business Response /* (4000, 14, 2015/06/19) */
June 19,
Revdex.com of Chicago
Attention: Ms***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:
Customer's Name: Robin ***
U.SCellular Account Number: ***
Dear Ms***:
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s Rebuttal and would be more than happy to further address her concernsMs*** stated in her rebuttal that she felt she was lied to and would never have signed up for the tablet under Retail InstallmentsMs*** also states that she will cancel her service in January due to the unfair acts of U.SCellular(r)
Ms***, we are truly sorry to hear that Ms*** is considering the cancellation of her U.SCellular(r) accountShe has been a valued customer since and we would love to see if we are able to retain her business
We provide each customer with detailed paperwork stating the monthly charges, what they are signing up with (whether Retail Installments or two year agreement) and what to expect for prorated charges on the next billWe provide this information to the customer at the point of sale and request a signature on that document before the sale can been completedI apologize if Ms*** did not fully review the documents before receiving her tabletIf there was any confusion regarding the promotion she signed up for, we truly apologize, as that was not our intentionAgain, if Ms*** would like a copy of the documentation she signed in store, she can visit the store location where the tablet was purchased and we would be happy to provide her with a copy
If Ms*** would like to speak with someone regarding cancellation, we encourage her to contact our Customer Relations DepartmentThey will be able to fully review her account and provide her with an offer to retain her businessWe would also be able to give her cancellation information if she ultimately decides to discontinue service with U.SCellular(r)Customer Relations can be reached by calling Customer Service at 1-888-944-Relations are open Monday through Friday from 7AM-11PM, Saturday from 8AM-10PM and Sunday from 12PM-9PM
Should Ms*** have any additional questions, she may contact our Customer Service Department at 1(888)944-We would be more than happy to assist her
Sincerely,
Heather B
Customer Resolution Support
U.SCellular

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, 2015/09/19) */
September 19,
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 account numberWe are in receipt of Ms***'s complaint stating that when she started service she agreed to the contract because she was told she would get six gigabytes of data and unlimited text for $per month, but her first bill was over $She stated that we took away three gigabytes of her data to get her a lower billShe stated that she was advised that she wasn't using any more than one gigabyte of data each month, but for the past two months she has been going over on her data and being charged overageShe states that we refuse to help her unless she goes into store, which is a good distance from where she is locatedThe desired resolution she is seeking is for us to provide her with the six gigabytes for $per month
I would first like to apologize to Ms*** for all the trouble she has experienced with her billing over the past few monthsI understand that in this day in time every penny countsWe never intended for Ms*** to feel as if she was being misledI will be *** to review her account and provide additional information
Our documents show that on March 3, Ms*** called in wanted to add a hotspot and a home phone to her accountUpon speaking with our Telesales Department she ordered a router with voice service attached to itWe were going to use some of her belief points to waive the cost of the device and the device activation fee on the accountThere was an issue with that order which on March 5, we had to recreate the order for the products she was seeking
On March 10, Ms*** called in to see why the rebate form was not sent with her packageWe advised that she could either go into store and pick up the form or print it out from our websiteShe stated that the store was a bit of a distance and didn't have a printer and wanted to cancel the deviceUpon speaking with our Solutions Consultants they agreed to credit the account $once the device had been activated since she did not get the rebate form from usOn March 12, she contacted us to activate the home phone and router serviceAt that time we had already changed the plan to our six gigabyte shared connect planDuring the date of the activation for the home phone and router Ms*** experienced multiple issues with porting in her number to us as well as not being able to get connected to the internetDue to the issues she wanted to upgrade her phone to a Blackberry that we didn't offer and she didn't like any of the other phones that we offeredAs a result she wanted to cancel the serviceShe spoke back with our Solutions Consultants and we provided her with general information about different phones that we offered and the cost of the phones, no actions were taken at this time
On March 13, she contacted our Porting Department to check on the status of her ported number and we were able to successfully get everything updatedShe also wanted to see about upgrading her line again and we partnered her back up with our Telesales DepartmentWe advised her that there would be a $device activation fee that she did not agree with and wanted to cancelWe partnered her with our Solutions Consultants who agreed to waive the device activation fee due to all the hassle she had experienced over the past few days and her phone was ordered the same day
On March 19, she called the see about her rebate credit and she was informed multiple times that they could not find any documentation support thatUpon speaking with a supervisor the credit was applied to the accountBut it was applied to the current balance not the past due charges on the accountSince it was not posted to the past due balance and she had a broken payment arrangement due to this another supervisor applied another $credit to the correct balanceTherefore, for a $rebate that she was promised on March 10, she got $in credit for a rebate
On March 20, she called to check the status of her phone order and we provided her with an updateShe called to activate the new phone on March 21, and she was having problems with some applications on the phone and we transferred her over to Technical SupportOn March 22, she called to see about ordering a case for her phone the case she was seeking to purchase was out of stockWe offered her a different case which she requested that we provide it to her at no costWe advised we were unable to do that and she wanted to cancelUpon speaking with our Solutions Consultants they credited $to the account so she could get the caseWe made an outbound call to Ms*** regarding her order and during the call she stated she was having problems with the router she had from usWe approved an advanced exchange and sent out a replacement device and her phone case for free
On April 1, we did a day exchange for the phone she upgraded to on March 13, to a Moto GShe contacted us on the 3rd of April to activate the new router and her new phoneApril 22, Ms*** called to see why her billing was so highWe went over the billing and informed her that the balance was updated but no credit were applied, which resulted in Ms*** having to call back in on June 2, to get the credits appliedOn *** 20, she called to see about her billingAt that time is when her data plan was changed down to a gigabyte data planShe made two calls to us on June 2ndThe first call was in regard to the above credit that should have been applied on April 22, 2015, but the second call was in regards to a text message she got from usDuring the second call she stated she was looking into different providers and we transferred her over to our Solutions consultantsThey offered her gigabytes of data, the cellphone, home phone, and a 30% discount for $plus tax per month which she accepted
She contacted us on June 30, due to having problems with her routerWe offered to replace the phone without the replacement feeThe new device was activated on July 20, On August 22, she called in due to text messages she had received about her dataWe advised her that she was over by $and in order to check the validity of the data and make sure that not a problem with the phone that she could take the phone to the store and add on data caps to the account, which she declinedOn September 15, she contacted our Social Media Team and requested for us to do a diagnostic over the phone, but we didn't
Upon review of the account it shows that for the past two months she did go over on the gigabytes of dataBased off previous internet usage before she switched to a 4g LTE device she was using under gigabyte of dataShe previously had a Blackberry, but once she changed over to the Imperial and the Moto G her usage has picked each month
We have reviewed Ms***'s complaint and we will be willing to move the data back up to the gigabyte plan as she originally had and rerate the last two bills on the accountIf we do that since her data overages were $on the August 8, bill she would still owe data overages unless she took the phone into store to have us connect it to our diagnostic toolUnfortunately, we cannot do a diagnostic over the phoneOtherwise she is taking responsibility of the remaining data overagesWith that being the case the total adjustment that would be applied to that bill would be $and any applicable taxesAs for the September 8, bill we would take care of complete overage since it would have still been less than gigabytes of dataIf we change the account to the 6gigabyte plan with the current 30% discount, her cell phone, home phone, and lifeline discount her bill would run $plus taxThe breakdown is provided below:
$(gigabyte data plan) - $(30% discount)= $
$(smartphone)- $(lifeline discount)=
$(home phone/ router)
Total: $
If Ms*** would like to get this changed we can do this for herShe can either reply back to this complaint or contact Customer ServiceBut since her billing cycle starts over on the 8th of the month she will experience some proration on the next bill that will not be creditedIf she waits to closer to the cycle date the less the proration charges will be
Should Ms*** have any additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I except the plan but not the rebate as US Cellular stated in March I was to get GB and *** the lowered it to 3GB they broke their agreement So for months they owe me a total of GB of dataWhich is $by their ratesI will except the new plan for $a month and a credit of the $to my billThat would be the amount of data they did not provide me threw the plan I was origanally quotedWhich would make my August bill $not $
Final Consumer Response /* (4200, 16, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still believe if they can charge $for every GB that if they fail to honor an agreement you should be untitled to the sameAnd I was denied GB in a month spanBut that's how these companies workIt would have cost me $but they do not pay when they neglect to give you the agreed upon planBut that's what social media is for!
Final Business Response /* (4000, 14, 2015/09/23) */
September 23,
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 account numberWe are in receipt of Ms***'s rebuttal stating that she accepts the plan change offered for the gigabytes of data for $plus taxBut she is stating that since she was lowered down to three gigabytes that we owe her gigabytes for the past four months and a credit of $on the account
I will be more than *** to address Ms*** concerns regarding the credit that she feels that she is owed and to make the plan changes on the accountI am sorry for any frustration this matter has caused her over the past few months
I have changed the plan as I mentioned in the previous complaintAs of today Ms*** has a full six gigabytes of data to last her for the remainder of the billing cycleWhen her cycle starts over on the 8th of the month she will then have another full gigabytes of dataInstead of just crediting $as mentioned based off the rerate in my previous correspondence I went ahead and wiped the full overage that she encountered completely clean due to us lowering the data planThat was $on the 08/08/bill and $on the 09/08/billAs far as for the cycle she is in currently she wasn't over on the three gigabytes; therefore, there will be no need for any adjustments on the next billAll overages over the six gigabytes from this point going forward will be Ms***'s responsibility to pay unless there is a confirmed issue with the phoneThe only way we would be able to confirm that it is an issue with the phone is if Ms*** takes her phone into store
As far as a credit that she is seeking for $we do not owe that to Ms***For the three gigabyte plan before any discount it is $and for the six gigabytes plan it is $before any discount are appliedThat is a $per more per monthTherefore, if I were to go back to that time frame she would owe us $moreSo instead of charging her anything additional I went ahead and wiped all the data overages cleanAt this time with both the adjustments being applied that is leaving a balance of $on the account and of that balance $is past dueThe remaining portion of $isn't due until 10/3/I would recommend Ms*** to make a payment on her account as soon as possible to avoid interruption in her serviceIf she isn't able to make payment I would recommend that she reaches out to our Financial Services Department by dialing (XXX) XXX-XXXXThey are available Monday-Friday 6am to 10pm and Saturday 8am to 7pm, Central Standard TimeIf the account gets suspended for non-payment Ms*** responsibility to pay the restore from suspend fees of $per lineNo adjustments will be applied for that
We have reviewed Ms***'s complaint and changed the plan to the six gigabyte data plan for $plus tax per monthWe have also wiped out all data overages that were charged due to us lowering the data plan down to the three gigabytesWith all the adjustments being applied that is still leaving a balance on the account of $with a past due balance of $
Should Ms*** have any additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

October 28, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate *** * *** *** *** *** Chicago, IL
Re: Complaint Number: *** - US Cellular Customer’s Name: *** *** U.SCellular Account Number: N/A Thank you for contacting U.SCellular in reference to the above account We are in receipt of Ms*** complaint regarding the amount of her bill each month, as she states that U.SCellular did not advise her that she would lose the $per line access discount when the change was processed. Ms*** is very dissatisfied and feels that she has been misinformed about the discounts being removed We definitely understand Ms*** frustration and completely understand that she does not want to pay more than necessary for her cellular serviceWe are more than happy to review the account, so that we may come to a reasonable resolution In reviewing Ms*** account, I can confirm that she was indeed receiving a $per line access discount on the 8GB Shared Data plan previous to making changesThis discount amount was an incorrect amount for this plan to begin withThe $line access discount was only to be placed on data plans 10GB or higher, where the plans below 10GB would receive a $20-$discount During the change to the 6GB data plan, the system corrected the error and applied the discount that was eligible for the plan that Ms*** choseUnfortunately, it was only a matter of time before Ms*** discount in the amount of $per line was removed, because our Revenue Assurance Department monitors and reviews accounts for incorrect discount codes, and upon review we proactively go in and correct the error Ms*** spoke to a supervisor on October 27, and was advised that we cannot re-add the $line access discount to her account because it is no longer available in our system and the $line access discount has been put into placeThis discount is the correct discount for the plan currently active on Ms***’s account, and will remain in place unless changes are requested again We have reviewed Ms*** complaintBased on the information we have reviewed, we will not be able to offer a credit, and we will not be able to re-add the $per line access discountU.SCellular assumes responsibility for this error, and as a result we have absorbed the additional credit that Ms*** received for more than one year, and we will not go back and rebill at the correct rate Should Ms*** have additional questions, she may contact our Customer Service Department at *** Sincerely, *** ** Customer Service Support Team

Initial Business Response /* (1000, 10, 2015/08/27) */
August 27th,
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
Good afternoon and thank you for contacting U.SCellular in reference to the above account! We appreciate you taking the time to contact usI am in receipt of Ms***' complaint in which she states that she received a phone call from a company known as United Process ServiceMs*** states that when she accepted the call, she provided her personal information and found that they were collecting a debtMs*** states that the debt was being collected from a cellphone account that she had as a teenager that was no longer listed on her credit reportMs*** requests that this gets figured out and reported with legal penalties
I can understand where Ms*** is coming from when receiving a random debt collection call pertaining to a cellphone that she had many years prior and has since been taken off of her credit reportWe apologize for any frustration or confusion this *** have caused her
After researching to find any information in regards to Ms***' history with U.SCellular, unfortunately, we did not find any matching accounts that contained the phone number that she providedWhen an agency contains any of our former customers, the agency is clear as to an account that was registered with a U.SCellular accountMs***' would need to ask any specific questions through the agency or under what credit report they are stating this is reported underIf she would like us to check for any service that she *** have had with us any further, we have to ask that she please provide the correct account number, cellphone number, or her full social security number to locateOnce we have this information, if we are able to locate an account that was with U.SCellular in general, we will at least be able to provide Ms*** with answers such as if the account is with an agency and what agency to refer to
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, 2015/09/03) */
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 accountI am in receipt of Mr*** complaint where he states that we was told by a U.SCellular store we were not getting the Samsung Galaxy Sand went ahead and upgraded to the Samsung Galaxy SApproximately months after U.SCellular released the Samsung Galaxy SMr*** also states that he spoke with a store representative about getting a mobile hotspot to use for school and was not told that his phone could be used as a mobile hotspotHe also states that he had problems with his Samsung Galaxy Sand was told by U.SCellular that we would replace his Galaxy Swith a Galaxy S
We have reviewed Mr*** complaintI want to sincerely apologize to Mr*** for not having his return label and replacement phone to him by nowWhile reviewing his account I do see several notes where we state that we would be sending a Galaxy Sto him along with a return label to send his damaged Galaxy Sback to U.SCellularOn February 18, Mr*** purchased the Galaxy Swhich was months before the Galaxy SlaunchedU.SCellular associates do not know what phones will be released until a few weeks prior and the Galaxy Swas launched April 10, I have placed the order to send him a Samsung Galaxy SThis order will be shipped tomorrow at overnight delivery at no extra costThere is normally a $restocking fee for items returned to U.SCellularHowever, I have removed this charge and Mr*** will not have to back a restocking fee for returning his Galaxy S
When U.SCellular released the Samsung Galaxy Snot every store received the deviceThe majority of non-corporate store locations did not choose to sell the device in storeU.SCellular has a great partnership with Samsung which allows us to release new devices along with other carriersMr*** *** have been at a store location that did not opt in to selling this device in store
On June 6, Mr*** purchased a mobile hotspot with U.SCellularThis device was added to his account and a two year agreement was required on this deviceMr*** was given paperwork stating the details of his plan, agreement and the U.SCellular return policyThe U.SCellular return policy states that customers have days to return equipment and cancel the service with no cancelation feeMr*** did not contact U.SCellular one time in regards to not wanting is hotspot for the remainder of It wasn't until September 1, he called to inquire about canceling the mobile hotspotIf Mr*** decides he would like to cancel the hotspot he purchased on June 6, an Early Termination of $would apply to his account and billed to him
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (2000, 12, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I do acceptI'm getting what I actually came in for finally after months of going back and forthNext time I will just wait and not go by what the employees tell meIf they had an idea that the phone was coming in they should of educated me that my best option would be to wait and not to try and get me to just update because I walked into theRe storeI definitely will not believe anything the employees at the*** store tell me for now onMaybe educate employees better on finding the customers needs and better understanding what the customers actually need so they don't get stuck with devices that have Hot SpotWhich the one they told me I needed ended up in reality not needing it because the phone I had already had those featuresI have less then a year left for the mobile hot spot so I can live with it
I've always had great service at that store till this yearThey have lost my trust and do not recommend people on going there

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: this is unacceptableI do not believe that the phone conversation was not recorded! I also don't think that I should have to continue to give up stuff especially go from 26GB down to 12GB per lineI have been lied to and now feel completely disrespected considering their employee lied to me and now I feel like I'm being lied to again about the recorded conversation! I do appreciate the things that have been done in order to try to compensate me but first of all this was not my mistakeI have been taken advantage of and now this company acts like they have done so much for me & that I should be giving up over half of my data!! I was told my bill would be about $before taxes & I was quoted roughly $for taxes therefore my bill being somewhere around $I asked REPEATEDLY if that included everything & I was REPEATEDLY assured that it did in fact include everythingI'm sure they have even heard the conversation that supposedly doesn't existI cannot believe that I am being treated like this because of their mistake...NOT mine
Sincerely,
*** ***

June 8, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted]   Thank you for contacting U.S. Cellular in reference to the above account.  I have received Mr. [redacted] complaint regarding his Autopay being blocked from checking account usage and only being allowed to use his credit card.  Mr. [redacted] is requesting a $1,000.00 credit.   I can certainly understand Mr. [redacted] desire to make his payment with a method that is most fitting and comfortable for his financial situation.  I regret that Mr. [redacted] has experienced difficulties with having his payments processed with his checking account.   There are various reasons that an account can be blocked from making a payment with a checking and/or savings account.  The main reasons are if a payment is returned for non-payment or backed out.  In this case, Mr. [redacted] made a payment of $32.36 on March 25, 2017.  This payment was backed out on March 27, 2017.  This would have been the cause for the initial checking account payment block.  A checking account block generally lasts on an account for up to 6 months; which would mean that Mr. [redacted] account would not have been eligible to process a payment via checking and/or savings account until at least September 27, 2017.   On May 3, 2017, Mr. [redacted] contacted us in regards to his account not being able to process payments.  At which point, we advise him that the account had been blocked from checking account payments due to the backed out payment on March 27, 2017.    Mr. [redacted] did speak with our Financial Services Department and the request to remove the block was made.  Per our documentation, this information was update and the block on the account was to be removed.    On May 6, 2017, Mr. [redacted] contacted us once more to advise us that he was still unable to process the payment with his checking account and that it had defaulted to his credit card.  It was verified that the request was submitted in the previous month; and the suggestion was made for Mr. [redacted] to remove the payment information and reapply it to correct the issue. Mr. [redacted] declined this step and the call escalated to our next level support.  At this point, it was once more verified that the payment block had been lifted and that Mr. [redacted] is now allowed to set up Autopay and/or make payments with checking account.   Since this conversation, we have received 2 payments via checking account for Mr. [redacted] account.  Additionally, I show that Mr. [redacted] Autopay is currently set up using a checking account.  As it stands, there was no error in the account.  Mr. [redacted] account was placed on a checking account payment block correctly and an exception was made to allow checking account payments prior to the 6 month expiration date.  Because of this, we will not be able to meet Mr. [redacted] desired resolution to have an adjustment applied to his account.       I hope that this information helps clarify our position on this matter.  Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 10, 2015/08/05) */
August 5, 2015
Revdex.com of Chicago
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Thank you for contacting...

U.S. Cellular in reference to the above account. I am in receipt of the correspondence from Mr. [redacted] stating that about a month ago he moved from Washington State to New Mexico due to job relocation. Mr. [redacted] states that before leaving the state a visit to a U.S. Cellular store was made to explain the move and to ask if there was U.S. Cellular in New Mexico. Mr. [redacted] says that he was told that U.S. Cellular is not in New Mexico. Mr. [redacted] states that he was aware of a two year commitment and asked what could be done. Mr. [redacted] continues by saying the only information that was provided was that he [redacted] be able to suspend the services. Mr. [redacted] goes on to say that he moved to New Mexico where he went with another wireless provider. Mr. [redacted] says that his new provider was unable to reuse his Samsung Galaxy S4 because it was locked by U.S. Cellular. Mr. [redacted] states that he called U.S. Cellular to unlock the phone at which time he was told that he would need to either bring the phone into the store or mail the phone in. Mr. [redacted] says that neither of these choices was an option and wanted to know why he was not told that he would need to have the phone unlocked before he left the state. Mr. [redacted] says that he was advised at that time that U.S. Cellular is not required to provide this information unless asked. Mr. [redacted] goes on to say that he requested to close out his account in which there was a charge of $132.62. Mr. [redacted] adds that he was forced to by a new phone with his new provider due to U.S. Cellular did not inform him that the phone needed to be unlocked manually. Mr. [redacted] states that he received another bill from U.S. Cellular for $102.43 after he thought the account was closed and paid. Mr. [redacted] goes on to say that he has paid the $102.43 to prevent his name from going to a collection agency. Due to this Mr. [redacted] is requesting that the $102.43 be refunded with an additional $250.00 to cover the cost of having to buy a new phone. Mr. [redacted] is also requesting that U.S. Cellular stop the practice of locking phones and the process of the phone needing to be unlocked manually in a store. In addition Mr. [redacted] has requested that U.S. Cellular make customers aware of phones being locked.
I would like to first take a moment and apologize for any frustration Mr. [redacted] have experienced while attempting to resolve this matter regarding his phone being locked. I appreciate the opportunity Mr. [redacted] has given us to research his account and address this matter as well as provide additional information that [redacted] be helpful.
U.S. Cellular purchases phones from multiple manufactures. When the phones are purchased from the manufacture the phone is locked onto the wireless network for the company that purchased the phone. This is industry standard. In [redacted] 2014 U.S. Cellular agreed to unlock phones so that they can be taken from carrier to carrier. It can depend on the model of phone as to the process required to unlock the phone. Mr. [redacted] has a Samsung Galaxy S4 which requires the phone to be in a store location to be unlocked. Mr. [redacted] states that he was not advised of this before moving out of the area. U.S. Cellular does not proactively unlock phones or assume what the customer intends to do with the phone. The customer must inquire about or request to have the phone unlocked. Due to Mr. [redacted] no longer being located near a store it was recommended to have the phone mailed to a store to be unlocked. Mr. [redacted] chose not to accept this option.
On July 16, 2014 Mr. [redacted] purchased the Samsung Galaxy S4 at a discounted price of $99.99. The full retail cost of the phone is $500.16 providing Mr. [redacted] with instant savings of $400.17. In return Mr. [redacted] agreed to a 24 month agreement in which states that should the services be canceled at any time prior to the end of the contract there will be an early termination fee of $350.00. On June 30, 2015 Mr. [redacted]'s number was taken to his new provider. This caused the account to automatically be canceled. U.S. Cellular recognizes that the move was not in Mr. [redacted]'s control. Due to this the early termination fee was prorated by the amount of the contract that had been completed. Mr. [redacted] completed 11 months of a 24 month contract. This prorated the charges and brought the fee from $350.00 to $182.49 that was applied to the bill dated July 18, 2015.
Mr. [redacted] states that he paid for the termination fee when contacting U.S. Cellular about unlocking the phone and canceling services. Our records show that we received a payment of $132.62 on 6/30. At the time we received the payment the bill dated June 18, 2015 for the amount of $90.68 had generated and would be due on July 13, 2015. This bill covered services from June 18th through July 17th. The payment received was first applied to the current balance that was owed. This payment brought the balance to a credit of $41.94. When Mr. [redacted]'s bill generated on July 18, 2015 there were credits totaling $54.00 for the days of service that was not used. There was also the early termination fee of $182.49 that was applied to this bill. The credits for the services that were not used brought the current charges on the bill to $144.37. The remaining credit from the payment received is what further reduced the balance owed to $102.43. The amount of $132.62 that Mr. [redacted] paid was not enough to cover the bill that was owed at the time and the termination fee that would be applied. Mr. [redacted] received credit for the days of services that were not used and was charged the remaining difference owed for the termination fee. There was no error in the charges that were applied.
I have reviewed Mr. [redacted]'s complaint. Due to the model of the phone Mr. [redacted] has it is required to be unlocked in a local U.S. Cellular store. U.S. Cellular provided Mr. [redacted] with the option to mail the phone in to be unlocked. This option was declined by Mr. [redacted]. While Mr. [redacted]'s move was due to job relocation, the agreement was broken and the termination fee is valid. U.S. Cellular does not compensate for the purchase of another phone with a new provider. Mr. [redacted] did not pay enough to cover services for the days that were used as well as the termination fee that was applied. This is what resulted in the remaining charges. Mr. [redacted]'s current balance is $0.00. A final bill reflecting this will generate after August 18, 2015. No credits or refunds are warranted at this time.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. [redacted]'s business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Mr. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like U.S. Cellular has an obligation to share information to their customers that they would not automatically know. The US Cellular representative at the store knew I would be moving to New Mexico, knew my contract wasn't up, and knew that US Cellular was not in New Mexico. Why would it have hurt US Cellular to ask, 'are you planning to keep your phone when you move?' That would have resolved most of my complaints. Why does this have to be a secret? Why does a customer at U.S. Cellular have to manually unlock a phone. Why can't it be unlocked over the phone? My other concern was my final bill. When I called US Cellular and asked to close and pay out my account, I expected a final bill. That was my understanding. I was shocked to discover a got a SECOND final bill. I almost threw away the bill thinking that I was in the clear. Luckily (or not so luckily) I opened the letter to discover the second bill.
US Cellular withheld information to me the consumer about locked cell phones which forced me to purchase a new phone and sent me a second final bill that was not expected. This is misrepresentation of the company's services.
Final Business Response /* (4000, 14, 2015/08/07) */
August 7, 2015
Revdex.com of Chicago
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of the response from Mr. [redacted] stating that U.S. Cellular should have an obligation to share information to their customers that they would not automatically know. Mr. [redacted] says that the U.S. Cellular representative in the store was aware that Mr. [redacted] would be moving to New Mexico, that the contract was not up, and that U.S. Cellular was not available in New Mexico. Mr. [redacted] asks why it would it have hurt U.S. Cellular to ask if Mr. [redacted] planned on keeping the phone he has. Mr. [redacted] states that this would have resolved most of his complaints. Mr. [redacted] asks why this is a secret. Mr. [redacted] also wants to know why a U.S. Cellular customer has to manually unlock a phone and why the phone cannot be unlocked over the phone. Mr. [redacted] goes on to say that the other concern is about the final bill. Mr. [redacted] states that when he contacted U.S. Cellular to close the account and pay out the account he expected a final bill and that this was his understanding. Mr. [redacted] says that he was shocked to get a second final bill and almost threw away the bill due to he thought that he was in the clear. Mr. [redacted] continues by saying that U.S. Cellular withheld information to him about the phone being locked which forced the purchase of a new phone and that a second final bill was sent that was not expected. Mr. [redacted] states that this is a misrepresentation of the company's services.
I would like to again apologize for any frustration Mr. [redacted] has experienced while attempting to resolve this matter regarding unlocking the phone and the final bill. I appreciate the opportunity Mr. [redacted] has given us to further research his account and address this matter as well as provide additional information that [redacted] be helpful.
U.S. Cellular does its best to provide accurate information that is inquired about. Mr. [redacted] inquired about services in New Mexico and was advised accurately that U.S. Cellular does not provide service in this area. U.S. Cellular does not assume what a customer's intentions with the phone [redacted] be as the phone [redacted] also be given to a family member or a friend. When a phone is unlocked it is not guaranteed that the phone will work with another carrier's network or that the features of the phone will not be impacted. This is just a couple of the many reasons that we do not volunteer information about unlocking a phone. While the information about the option to unlock Mr. [redacted]'s phone was not volunteered it was not withheld as there was no inquiry by Mr. [redacted] for this option. U.S. Cellular has not refused this information and cannot answer a question that is not asked.
The option to unlock phones over the phone is available with many different phone models. Mr. [redacted] has a Samsung Galaxy S4. This particular phone is one of the few phones that due to the software on the phone is required to be unlocked in a U.S. Cellular store. Mr. [redacted] stated in his first correspondence that the option to mail the phone to U.S. Cellular to be unlocked was provided. Due to Mr. [redacted] not being close to a U.S. Cellular store this was the best option that U.S. Cellular could offer Mr. [redacted] to unlock the phone. Mr. [redacted] has stated that this was not an option that he accepted. U.S. Cellular attempted to provide a resolution to resolve the issue of unlocking the phone and the resolution provided was not accepted.
On June 18, 2015 Mr. [redacted]'s bill generated for the amount of $90.68 that would be due on July 13, 2015. This bill covered services from June 18th through July 17th. The dates of services being charged for are provided on the bill. This could not have been a final bill as the services were still active. The services were canceled when Mr. [redacted]'s number was taken to the new provider on June 30, 2015. U.S. Cellular also received a payment of $132.62 on June 30, 2015. This payment was first applied to the balance that was owed and brought the balance to a credit of ($41.94). Mr. [redacted]'s final bill generated after July 18, 2015 as this is the first bill to generate after the services had been canceled. Mr. [redacted] received a total credit of ($54.00) for services that were not used from June 30th through July 17th. This can be found on pages 3 and 5 of the bill. The early termination fee of $182.49 was applied to this bill. This charge plus taxes is what brought the remaining balance to the $102.43 that was paid on August 1, 2015. Together Mr. [redacted]'s payments totaled $235.05. This covered services from June 18th through June 29th that were not previously paid for and the early termination fee. Mr. [redacted] has not received more than one final bill. Mr. [redacted] will receive another final bill after August 18, 2015 showing the balance of $0.00.
I have further reviewed Mr. [redacted]'s complaint. The representative in the U.S. Cellular store followed normal procedures in letting Mr. [redacted] know that there was no U.S. Cellular service in New Mexico. There was no inquiry by Mr. [redacted] about unlocking the phone until he was not near access to a U.S. Cellular store. Due to the programming and software on Mr. [redacted]'s phone, it cannot be unlocked over the phone. U.S. Cellular offered Mr. [redacted] the option to mail the phone to a store to have it unlocked. This was not accepted by Mr. [redacted]. The payments received by Mr. [redacted] have covered services that were used and not previously paid for as well as the early termination fee. There has not been a second final bill as when Mr. [redacted]'s first payment was received the previous bill was not paid. Mr. [redacted] has received the correct credits for days of service that was not used as well as charged for the termination of the contract prior to the end date. The details of what is charged or credited each month are provided in detail on the bill. I was unable to find where information was withheld from Mr. [redacted] nor were U.S. Cellular services misrepresented.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. [redacted] business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Mr. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

August 22, 2016   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted]             Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular...

Account Number: [redacted]   Greetings:   Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr[redacted] complaint, wherein he states that he has no service at his current residence in Arizona. He expresses disagreement with U.S. Cellular’s claim to provide nationwide coverage. He states that he was told that he wouldn’t be getting his $400.00 security deposit back. He believes that he was lied to by U.S. Cellular employees and advertisements. Mr. [redacted] wants his $400.00 security deposit refunded to him.   On behalf of U.S. Cellular, I extend my deepest apologies to Mr. [redacted] for any service issues at his current location. While it is true that U.S. Cellular does provide nationwide coverage, in order to provide coverage outside of the U.S. Cellular geographical footprint, we rely on partner carriers for assistance, who sometimes have their own issues in providing coverage. However, we do have a department dedicated to working with our partner carriers toward resolving any issues outside of U.S. Cellular’s footprint. In order to address such issues, the U.S. Cellular customer would simply call our Customer Service Department.   When U.S. Cellular customers move outside of our footprint, in order to ensure that they have the best service and support possible, we advise them to find a new carrier that serves their area directly. After their U.S. Cellular account is cancelled, they receive a Final Bill or Revised Final Bill resolving any residual charges and/or credits due. If nothing is owed on the account, the customer will receive a refund of the security deposit within 2 to 3 weeks of receiving the Final Bill. In Mr[redacted] case, the Final Bill has not yet generated, since the account was just recently cancelled.   At this juncture, Mr[redacted] account is paid up to date, and there is no reason to presume that his deposit will not be refunded. If Mr[redacted] deposit is not refunded within 2 to 3 weeks of receiving the Final Bill, he should contact our Financial Services Department for further assistance. Financial Services can be reached by phone directly at [redacted] or via Customer Service. They are open from 6:00 am to 10:00 pm Monday through Friday, 8:00 am to 7:00 pm Saturday, and 8:30 am - 5:00 pm Sunday (only for suspended accounts), Central time.   It has been my pleasure to address these issues for Mr. [redacted]. Should he have additional questions or concerns, Mr. [redacted] may contact our Customer Service Department at [redacted]   Sincerely,   [redacted] Customer Resolution Support U.S. Cellular®

January 16, 2017   Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Chicago, IL 60611...

                                        Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: NA   Thank you for contacting U.S. Cellular with Mr. [redacted] request.  We are always glad to have feedback from potential customers as we are always looking for ways to improve our service.  I will be glad to address Mr. [redacted] requests.   We are always evaluating our price plans and the data packages that we offer.  At some point in the future, we may indeed be able to offer unlimited data plans for postpaid customers.  At this point in time, we do have unlimited data on our prepaid plans; however, as with all carriers that offer unlimited data, the data speed is slowed down after the customer reaches a certain amount of high speed data.    Mr. [redacted] states that our web site does not recognize his zip code.  I assume he was looking at the possibility of starting service with U.S. Cellular®.  Based on the address and zip code that Mr. [redacted] provided in his Revdex.com complaint, he does not live in an area where U.S. Cellular is licensed to sell service.  We are only licensed by the FCC to sell cellular service in a very small area of Texas surrounding Wichita Falls.  Unless Mr. [redacted] lives in that area, he would not be able to establish service with U.S. Cellular and would need to find a carrier local to his area.  Mr. [redacted] may use the following link to see the areas where we offer service: [redacted]   Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400.   Sincerely,   [redacted] Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 10, 2015/06/16) */
June 16, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: ...

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account.
I am in receipt of Mr. [redacted]'s concerns stating that he was quoted his plan would be around $100.00 a month and he had to call in to have the plan adjusted to get the amount close to the price he was quoted. Mr. [redacted] goes on to state that when he started service with us he should have qualified for the contract buyout promotion and was told he would not need to do anything to have the contract buyout paid out.
Ms. [redacted]I want to apologize to Mr. [redacted] for the errors that caused us to bill a higher monthly rate than he was explained. I am [redacted] to see that we did correct this and now Mr. [redacted] is paying the fees he agreed to pay in store. I apologize that Mr. [redacted] has not receive the contract buyout rebate as of this time. I am [redacted] to review his account to see why he has not received the rebate for the buyout.
During my review of Mr. [redacted] account I found that Mr. [redacted] does not qualify for the contract buyout rebate as he does not have all the required features needed in order to receive the rebate. In order to receive the rebates Mr. [redacted] would have had to port in his numbers, activate them with device financing on a Shared Data plan, and add on Device Protection. I show that Mr. [redacted] is missing Device Protection which makes him ineligible for a rebate.
Ms. [redacted]I do apologize again for the trouble that Mr. [redacted] has encountered. We have corrected the plan to be the price he listed and he even stated in his complaint that we had corrected the plan. Since he does not qualify for the rebate one was not processed. I hope this resolves Mr. [redacted]'s concerns regarding the two issues.
Should Mr. [redacted], have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 17, 2015/07/22) */
This is still unresolved, due to the fact I did have the device protection plan on my account during the original application process back in December. I was told at that point I could take off my protection plan at anytime, and I believe I had taken off the protection plan as recent at April of this year. During such time I have been through this process with us cellular to receive this rebate which I was eligible for during the first 2 attempts at getting my rebate. This whole process is been lies and lies and bad customer service on us cellular part. And I demand resolution or my next step is the state attorney's office in [redacted].
Final Consumer Response /* (4200, 21, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
None of this was not told or explained to me by the sales us cellular sales representative when I signed up. Why would I risk and switch knowing I would have to pay an early termination fee with [redacted]? Who is stupid enough to do such a thing. I will be contacting the state attorney office about this process. And the failure on us cellular part on their sales techniques to basically lie to customers in order to get sales. Again. I was lied to plain and simple, lied about the monthly fee I was to pay, and also about the early termination fee rebate in which I was quoted by us cellular sales representative of qualifying for during the whole sales process of my new service. I was [redacted] with [redacted] cellular and I would have never switched unless their was a very good reason to switch. This is not resolved in anyway. And at this point I want out of my current contract with us cellular and I do not want any type of business with them. I am asking and pleading with the Revdex.com to please help me resolve this very stressful process and poor customer service with us cellular. Thank you.
Final Business Response /* (4000, 19, 2015/07/23) */
July 23, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name:[redacted]
U.S. Cellular Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account.
I am in receipt of Mr. [redacted]'s response stating this issue is unresolved. He states that he had Device Protection until April so he should be eligible for the rebate as he made two attempts to receive it prior to April.
I can certainly understand Mr. [redacted]'s concerns with not receiving a rebate after thinking that he was eligible for one.
During my review of Mr. [redacted]'s account I noticed that his line ending in -0400 had Device Protection which was removed on March 2, 2015. Reviewing the submission for a rebate I show we received general paperwork on March 22, 2015 at which time Mr. [redacted] would have had to have Device Protection active in order to receive the rebate. I also reviewed the rebate submission and show the bill copy sent in did not display the line item for an early termination fee. The bill we received with the submission shows the total amount due not the breakdown of what was charged. Without the breakdown of what was charged the rebate would have been denied aside from the fact that Device Protection was not active.
I also reviewed the line ending in -[redacted] and show that line has never had Device Protection active so they would not qualify for a rebate. I do apologize for any frustration or inconvenience this [redacted] have caused Mr. [redacted]. At this time we are unable to process rebates for contract buyout as the terms and conditions were not fully met.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Complaint: [redacted]
I am rejecting this response because: You are still not addressing the customer service issues I have fought and fought with on a monthly basis. Your rates fluctuate and the level of customer service I received upon attempting to cancel my account and then to receive the final bill was absolutely far below what I would expect from a company that claims the prize customer satisfaction.
Sincerely,
[redacted]

October 24, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of [redacted] rebuttal where he states that he submitted his first contract retrieval request 3 or 4 months ago, and that the first request was submitted through a store manager. He further states that he wants to know why he had to pay $290 for the tablet when we value it at $270, as well as how we determined that the access charge is listed on his contract. [redacted] wants to know why he has to resubmit a contract retrieval request if we already know that the access charge is listed on the contract he signed.
I would be happy to look to look further into [redacted] account to answer any further questions that he has on this subject, and I apologize for the continued frustration that [redacted] is experiencing with this issue.
I sincerely apologize that [redacted] first contract retrieval request was not documented on his account. Due to it not being documented, I am unable to determine who I should contact to see if they ever received a copy of your contract. Also, as I explained in my first response, the second request for your contract was documented on his account, but as that associate is no longer with the company, I have no way to contact them to receive that document.
At the time of the purchase of those tablets, the [redacted] Pad 7.0 LTE was valued at $290, but it has since gone down in price like all electronics do after a certain period of time. When I said that the value of those tablets is $270, I was quoting the current price for that tablet. I apologize for any confusion that this caused with [redacted].
As to how I know that the access charge was listed on the contract that [redacted] signed, as I stated in my first response, the draft is saved on his account. This draft is what our stores print out to have the customer sign when they purchase equipment for their account. The reason that I do not send this draft to [redacted] is because his signature is not on the document. However, I have gone ahead and submitted a request to have the signed document sent to me so I am able to see if this charge was listed on his agreement. When I receive this document, I will review the charges listed and send a copy to [redacted] address that is listed on his account. If, as he says, that the charges are not listed, then I will remove those charges from his account and credit the prior months that he has already paid for.
We have reviewed [redacted] rebuttal and will wait until the contract retrieval request has been received before making a final determination on his account. The turnaround time for this request varies from a few days to 2 weeks, so I ask that [redacted] please be patient while this document is searched for.
If [redacted] has any further inquiries or concerns, he can contact our Customer Service Department at [redacted] and we would be more than happy to assist him.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)