US Cellular

Initial Business Response /* (1000, 10, 2014/03/12) */*March 12, 2014**Revdex.com of Chicago*Attention: ***N Wabash Avenue Suite *Chicago, IL 60611* *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 correspondence from Mr*** stating that U.SCellular is saying that a contract was signed when he received a new phoneMr*** says that when he chose to go with another carrier he received a bill stating that the contract had been brokenMr*** states that he contacted U.SCellular in January requesting that the contract be shown to him and was advised that it would take thirty daysMr*** said that he waited the amount of time provided and contacted U.SCellular again requesting to see a copy of the contract and was told that we would need seven to ten daysMr*** says that he waited until March to contact U.SCellular again which he was again told it would be another seven to ten daysMr*** says that that he did not sign a contract because U.SCellular did away with contracts in Mr*** is requesting that if the contract is not able to be found that the debt be cleared**Ms***, I would like to apologize for any frustration Mr*** has experienced while attempting to resolve the matter about this matterI appreciate the opportunity Mr*** has given us to research his account and address this matter as well as provide additional information that *** be helpful**While reviewing Mr***'s account I found that on August 16, the Motorola Electrify M was purchasedThe full retail price of this phone is $At the time the phone was purchased we were offering the phone at a promotional price of $with a two year agreementThis provided instant savings of $As Mr*** stated we did stopped requiring contracts for a time in The requirement of a contract to receive a discounted price on a phone was reinstated on August 4, For Mr*** to receive the instant savings on the phone the contract would have been required on the date the phone was purchased**I regret to see that on November 23, Mr*** chose to take his service to another providerThis change resulted in the early termination fee of $that was applied to the billWhen Mr*** contacted us on January 4, stating that he did not sign a contract, in good faith we adjusted $of the feeThis brought the fee to $We let Mr*** know that if he could go to the store and get confirmation that no contract was signed then the remainder of the fee would be waivedOn January 8, Mr*** took time out of his day to speak with our Customer Service Department who placed a request to have a copy of the contract pulled from our storageThis process generally takes up to daysOn February 4, Mr*** again contacted us to check about a copy of the contractWe advised Mr*** that an alternative option would be to visit the store that the phone was purchased from as we were still waiting on receiving a copy of the contract from storageMr*** again took valuable time out of his day to contact our Customer Service Department on March 7, about the contractWe attempted to contact the store on behalf of Mr*** about the contractThe store manager who keeps records of the contracts was not available when we calledMr*** again contacted our Customer Service Department on March 9, regarding the contractWe let Mr*** know that it could take the store manager 7-days to go through their files to retrieve the copy of the contractIn the meantime we adjusted an additional $from the accountThe remaining balance is now $81.35.**I have reviewed Mr***'s concernsI have found that at the time Mr*** purchased the new phone, to receive the instant savings a two year contract would have been requiredDue to the services being canceled prior to the end of this time the early termination fee was applied to Mr***'s billSince the charge was initially applied we have adjusted three quarters of the fee brining it from the original $to $We have advised Mr*** on multiple occasions that if he is able to visit the store and the store is able to verify that no contract was signed, we would adjust the remaining chargesWe do not have record that Mr*** has visited the store since the fee has been applied to the accountDue to this I am not able to make any additional adjustments at this timeThe remaining balance of $stands correct until this confirmation is receivedI would like to encourage Mr*** to reach out to the store the phone was purchased from to get the verification needed that there was no contract signedWe request that manager of the store the phone was purchased from contact our Customer Service Department to verify that there was no contract signedWhen we receive this confirmation we would be *** to waive the remaining charges**At U.SCellular(r), it is our goal to provide our customers with the very best in customer satisfactionWe have truly appreciated Mr***'s business and again regret any inconvenience this situation *** have causedShould there be any additional questions regarding this correspondence, please have Mr*** contact our Customer Service Department at XXX-XXX-XXXX**Sincerely,***Jenifer L.*Customer Resolution Support*U.SCellular***Final Consumer Response /* (2000, 16, 2014/03/18) */*(The consumer indicated he/she ACCEPTED the response from the business.)*Yes, because they have had enough time.**Final Business Response /* (4000, 14, 2014/03/14) */*March 14th, 2014**Revdex.com of Chicago*Attention: ***N Wabash Avenue Suite *Chicago, IL XXXXX* *Re: Complaint Number: 94492633*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 Mr***'s rebuttal regarding his contract and early termination fee**Mr*** states that he does not accept our resolutionMr*** states that "they" have had more than enough time to do what needs to be done to locate the contract**We have reviewed Mr***'s complaintWe have partnered with the store where Mr*** upgraded and have confirmed that Mr*** did in fact sign a two year contract therefore making his early termination fee validIn an effort to provide a resolution to this matter, we are as a courtesy waiving the remaining $and consider this matter closed**Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX.***Sincerely,*** *Customer Resolution Support*U.SCellular*

Initial Business Response /* (1000, 10, 2015/01/16) */
January 16,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above account
I am in receipt of Ms***'s concerns regarding being billed an early termination fee and requesting that it be waived due to dropped calls and the inability to send text messages
Ms.***I am *** to review Ms***'s account to address her concerns regarding the early termination fee and her request to have that fee waived
During my review of Ms***'s account I found that Ms*** contacted us once in regards to having issues with the service which was on 9/6/By only speaking with us once in regards to dropped calls Ms*** did not allow us enough time to troubleshoot and resolve any issues that she was having as she started porting out her numbers three days laterIf Ms*** had given us time to work with her to resolve her dropped calls and her inability to send text messages we could have worked out a solution for Ms***'s serviceDue to the fact that Ms*** did not allow us enough time to resolve her service issue prior to canceling service we will not waive the early termination fees that she was billed
Ms.*** in order for Ms*** to clear up her cancelled account we ask that she remit payment for the full amount due of $By paying off the amount owed Ms*** will avoid any future collection paths that *** be taken to collect the money she owes for the early termination fees that were billed as a result of cancelling the service prior to the end of her contract
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Complaint: ***
I am rejecting this response because:
We never saw the commercials or your web site since we came in and asked about switching to the no contract plan and that was when the sales person told us they would pay off our stuff, so you have multiple ways, but we seem to be one of the ones who were misinformed by one of those waysAnd you admit that there could potentially have been misinformation and yet you care so little for the customer that you are not willing to make any sort of compromise
Sincerely,
*** ***

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

Initial Business Response /* (1000, 10, 2014/07/14) */
July 14,
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 accountWe are in receipt of Ms***'s complaint about receiving multiple billsMs*** stated she has received multiple bills since we changed our billing systemIn an effort to resolve this matter, she mentioned she has spent many hours speaking to our Customer Service DepartmentHer service has also been disconnected due to the multiple billing issueMs*** would like the account to be corrected and credited for the time she spent contacting our Customer Service DepartmentIf this cannot be done, she would like to leave our company with her mobile number without paying for an early termination fee
It has been over one year since we released our billing system, and we are still working to improve the systemI wish to offer my deepest apologies to Ms*** because she has experienced one of the flaws of this billing systemReceiving two bills for the same date with different amounts will cause concern, and in the worst cases cause our customers to lose trust in usI am glad to address this complaintI hope the information I provide will help us come to a resolution
I have found that there were two account numbers attached to Ms***'s customer IDThis caused her to receive two bills for each monthI am *** to share that this issue has been correctedThe revised final bill generated on July 4, for the previous account and this will be the last bill that printsMs*** will no longer receive two bills going forward
I have reviewed each bill for each account since January and discovered that each bill date since that time was the same, and the charges were being dividedMs*** has our Gigabyte Shared Connect Plan with two smartphonesWith this information, I will explain what happened on Ms***'s accountOne account always billed for the Gigabyte plan, and the other account only bill for the smartphones monthly charges, any applicable data overages, and any restore from suspension feesIf Ms*** did not have two account numbers, all charges would have printed on one bill which is the correct method of billingAfter researching these bills, I did not find any double charges, only divided chargesI sincerely apologize that our associates did not detect this much sooner
I am *** to inform Ms*** that the account has been corrected and she will only receive one billWe will not apply any further credits towards the account for the time she spent contacting Customer ServiceThe reason we have come to this decision is because credits have been applied for the restore from suspension fees, and there have been credits applied for charges Ms*** did owe for
Since January, a total of $of credits has been applied toward Ms***'s accountHer account was suspended three times since January and each phone is charged a $restore fee each timeThis comes to a total of $of restore fees since JanuaryThis leaves $of credits that were applied for other reasons not related to restore feesThe multiple billing issues were indeed an error of U.SCellular that have been corrected, and we have more than compensated her for this issueWe do not wish to see Ms*** cancel her serviceIf she does come to that decision, she will be charge an early termination fee based on the time left any applicable contract she hasWe *** be reached at XXX-XXX-XXXX if Ms*** has any other concernsThank you
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except this response because they did not give us those credits because they found the error they applied those credits after we brought it to their attention more than onceAnd recently I had to call into work and spend almost hours of my time in a store just for them to see they cut our phones off in errorThe credits they have given us were after sitting in the store for so long and finally realizing that one bill had only data charges and the other had the rest of our info which gave us additional charges because the bill that didn't have the data charges on it was showing we went overFurthermore to avoid going into the store I called their financial dept and told them the exact same thing in the store and they refused to assist me or look into the situation because I was not giving then another pmt and the rep hung up on meDue to that I still had to go into the store when I should have been at workNone of the credits that were recd were for all of the inconvenience this company has caused us only to the errors that I pointed out on more than one occasion which majority were applied to the acct the was closed since December so we didn't even benefit from themWhen in the store I requested that because they were saying our bill was being split for them to not read me off the statements since the amt was wrong because they were dividing it but to tell me the correct amt really due for each month and what we've paid and they could not because the acct is so screwed upSo at the point us cellular needs to quit acting as if they have done me a favor and own up to their mistakeIf I purposely neglected my acct I would've accepted the first response but I have brought this to their attention countless times with many phone calls and visits to the store and each month it should have been corrected but because they don't really monitor all phones calls everything always results with it being my fault and I'm not accepting that answer because I've done more than most customers would have instead of taking my business elsewhere
Final Business Response /* (4000, 14, 2014/07/16) */
July 16,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s rebuttal regarding the credits she received on her account that she states were all received due to an error with billingI will be more than *** to access the account so that I *** address these issues
Ms*** I would first like to apologize to Ms*** for all the confusion caused due to the system billing her for her services on two separate account numbersI would also like to assure Ms*** that since she reinstated her services December 18, has she not been billed in errorEach overage was indeed an overage that occurred due to using more than their allotted amount of data on the account
I am relieved to see as of July 4, the billing issue has been resolved and Ms*** will only be receiving one bill going forwardWhen the services were reinstated December 18, Ms*** had chosen a Shared Data 6GB plan that billed monthly $plus connection charge for smartphones @ $each, with tax and surcharges would be approximately a total of $each monthIn total from the time she reinstated service in December would be $934.20, this does not include any charges for restoral, overages, or additional services
The number ending*** was upgraded *** 10, and a Retail installment plan was added *** 10, resulting in an additional $per month and a credit of $for the first months after addedThe plan was changed to Shared Data 8GB that billed monthly $plus connection charge for smartphones @ $each with Device Protection Plus which is $per line, with tax and surcharges would be approximately a total of $each monthThe bills from 5/28/14-6/27/and 6/28/14-7/27/would have been approximately $again this total does not include any fees for restoral, overages, additional services, or device activations
The grand total of approximately what Ms***'s services would have been since she reinstated in December would have been approximately $Ms*** has paid $leaving a total that should be due of $instead of the $that is dueWhile yes I do understand how confusing the separate billing has been we have applied over $dollars of additional credits to Ms***'s account in addition to adjusting all the restoral and overage fees
AT U.SCellular customer satisfaction has always been our company's primary goalWe strive to provide all of our customers with the ideal experience in all dealings with our companyI recognize that we did not meet these expectations when Ms*** spoke with our Customer Service Department and went into our store and I can understand the frustration it caused
We do appreciate Ms***'s business and that she has been a loyal customer for over yearsThe multiple billing issues were indeed an error of U.SCellular and we do truly apologize for the undue stress this matter *** have causedWe do not wish to see Ms*** cancel her service
Should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Complaint: ***
I am rejecting this response because: I 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 accessFurther 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,
*** ***

Initial Business Response /* (1000, 10, 2015/09/18) */
September 18,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.S
Cellular Account Number: XXXXXXXXX
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms***' complaint stating she has not received her contract buyout reimbursementShe has requested the $reimbursement to cover the charges from ending her ***(r) contactI appreciate the opportunity to review Ms***' complaint and account
We would like to sincerely apologize for the frustration Ms*** has experiencedMs*** was initially provided inaccurate information about the program being over as our Contract Payoff Promotion is still ongoingWe were unable to locate Ms***' uploaded bill with our Rebate Center; I am unsure as to what would have been mailed on the 4th
It is never our intention to have a customer runaround or make extraordinary efforts to receive a promotionMs*** has certainly put forth every effort to provide us with the required informationI have adjusted Ms***' account the $she accrued from ending her contract early with ***I have also issued a $courtesy adjustment in an effort to rebuild MsSite's trust in U.SCellularMs***' balance is now $31.56; this balance is due 9/29/
We know there are many choices when it comes to selecting a service provider and we are truly honored Ms*** selected U.SCellularWe strive to be a company that is easy to do business with and we hope to exceed Ms***' expectations going forwardShould she have any additional questions, our Customer Service Department is available daily from 6am-11pm Central Time by calling XXX-XXX-XXXX or from any U.SCellular phone
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2014/07/23) */
July 23rd,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
Customer's Name: ***
U.SCellular Account Number:
***
Dear ***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms*** complaint in which she states that after porting her number to us, incoming and outgoing calls or text messages were not working properlyShe then states that upon taking the phone into the store, she was given a loaner phone while her account is being worked onMs*** also states that her loaner phone does not have voicemail capability or data accessMs*** states that she would like to be refunded for every penny that she has spent on her phone purchase, services since the account opened and to able to take her number to another carrier
I am sincerely sorry for all the trouble that Ms*** has gone through with her accountThis is not a issue that occurs on an account and I am shocked that she has had issues with her service since the account openedI understand the importance of getting great service in return for what you are paying for and this is unacceptable for any customerI am *** for the opportunity to review Ms*** account and find any information that *** be helpful
Upon reviewing Ms*** account, I have found that on July 8th, 2014, she worked with a technician that filed a service ticket to get to the root of the issue to be resolvedI have thoroughly examined this ticket and have forwarded all information to be escalatedMs*** is on a prepaid account without a contract and is able to port out the number at any time if she chooses tooHowever, we would love the opportunity to provide an additional troubleshooting step to fix this issue so she can enjoy her serviceWe can also look into possible credits once this issue has been resolved to ensure she gets all credits due to her
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told repeatedly by US Cellular representatives since 06/22/that this is a unique issue, and that my complaint would be escalatedWhenever I contact the number provided in the above response, either I am told this, or my call is disconnected after a long wait; so calling Customer Service is not answering my questions, or fixing my problemEscalating this issue has not resolved it in a monthIf this issue is so unique, one would expect it would be easier to detect and resolve
I currently work full-time, have a long commute, and am working as diligently as possible to arrange for and provide care for my disabled spouse and my parents, both of whom are on hospiceI need my cell phone and service, with the number I (used to!!!) have, to work with voice mail and data intact A MONTH AGOIn addition, that number is the contact number for information about telephonic support groups for a national non-profit caregiver organizationThere are situations in life when one does not have time or convenience to settle for communication services that do not work, or to spend hours on hold and/or in person waiting to be told one's issue will be escalated, and one will be contacted when the issue is resolved(Note, I have not yet been contacted by anyone from US Cellular except in a response to an email which told me I would be contacted when the issue is resolved.) I certainly did not involve the Revdex.com to once again be asked to wait until my issue has been escalated once again
To be more fair than is reasonable given the patience I have already shown, I will give US Cellular until 08/01/to fix this issueIf it is not fixed by then, I will return the loaner phone, without liabilityI will also return the phone I purchased from US Cellular, and expect a full refund of my purchase price, since I cannot use it with US Cellular or any other carrierSince I have only received the use of services agreed upon for one week, I will expect a refund for service fees paid prorated to that amount of time
It is my sincere hope that you can all move forward from the shock that this is happening and fix my issue!!!
Final Business Response /* (4000, 20, 2014/08/12) */
August 11,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name:***
U.SCellular Account Number: ***
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms*** second rebuttal about her serviceShe stated that she never received a call on the loaner phone, and the non-loaner phone cannot receive callsShe stated her issue was escalated to the Complete Resolution Team
I am deeply sorry to hear that we were unable to speak to Ms*** when we attempted to give her an update when we last called herI will be glad to review the account for information that *** help us resolve this complaint
Our records reveal on July 31, this matter was sent to one of our escalation queues and Ms*** account was rebuilt to clear the issues she was experiencingThis escalation queue communicated with the complex resolution team and confirmed that this matter has been resolvedOur records show that the loaner phone was returned on August 5, I am pleased to see that Ms*** is now able to use her Samsung Galaxy SMiniIf there are any further concerns, our Customer Service Department at *** be reached at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 16, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To follow up, I would like to advise Customer Service of the fact that, first of all, while an effort *** have been made to contact me by phone, the phone attached to the account number does not receive calls (which should be obvious to Customer Service by the nature of my complaint)Secondly, the 'loaner' phone call log does not show an inbound call from any phone on 7/23/14, nor does it have voice mail capability
After being disconnected AGAIN today, I was finally able to contact someone in Customer Service who has promised to contact the Complex Issue Resolution team to help fix my issueI have been assured the issue in question will be resolved in the next hoursCustomer Service has been given my land line phone number (which has a working answering machine) should they need to contact me furtherI request this claim to be left unresolved until that happens, for reasons that should, by now, be obvious

October 16,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:
Customer's Name: Terri ***
U.SCellular Account Number:
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms***'s correspondence concerning the release of her numbersI do apologize for the delay in our response and I welcome the opportunity to address his concerns
I am sorry to hear of the dissatisfaction that Ms*** has experienced with our service and her recent transgressions in trying to move her serviceI do see where she partner with our Solutions Consultants team on October 14th, to close the account and pay any necessary charges to allow us open her number to be ported to another provider and to unlock her phonesAt this time the request was submitted to have her devices unlocked which is a process that can take up to hours to completeWe spoke with Matthew Ward, an authorized party for account, and Ms*** several times the following day advising them as the time frame needed to unlock their devicesThis is a process that can take some time for the iPhones(r) on the account and is not an immediate processAs of approximately 8:45am this morning (October 16, 2015) the account was noted from our Direct Fulfillment Team that the process is nearly finished and rebooting the devices should complete the process
If at any time Ms*** has any additional questions or concerns, we hope she does not hesitate to contact the Customer Service Team with U.SCellular(r) by dialing 888-944-from any land lineCustomer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you
Sincerely,
Thom D
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2014/05/17) */
*** 17th
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
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.***' complaint regarding her Rewards order and an auto-pay refund
Ms*** states on approximately April 10th she changed her plan but was not advised that the plan change would affect her other two linesMs*** states that she was also not informed that she would be decreasing in her data allotment from gigabytes down to gigabytes and that this plan was more expensiveMs*** states that when she seen the price difference the following day in her online account she called in for assistance with getting her old plan backMs*** states she was advised her old plan is no longer offered and she could not go back to itMs*** states she advised the associate she would be looking elsewhere for wireless serviceMs*** states she ordered a phone and a speaker with her Rewards points and when it arrived she returned it to the storeMs*** states that upon the return of her order she has requested to order an HDMX speaker with her points instead and was advised that she would have to wait for the points to be returned before another order could be placedMs*** states that when she called in regarding this matter, she was advised that she would have to wait until her billing cycle turned over for a creditMs*** states she was locked out of her accountMs*** states that she asked that her final bill be a paper bill and found out that she was billed until *** 3rd and her auto-pay was draftedMs*** states that when she later called customer service she was advised that she would have to wait for a refund and that she could no longer order the HDMX speaker as the timeframe had expiredMs.***' desired resolution is to be refund her money that was auto-pay drafted without her permission and to receive her Reward points to redeem for the HDMX speaker
I apologize for any frustration or inconvenience that Ms*** has experienced regarding this matterI will be honored to address her concerns
On April 10th Ms*** spoke with our Customer Service department who assisted her with changing her planSince Ms*** had been on a retired price plan, once her plan was changed it was no longer available in our system for us to have the option to change her backI regret that we are unable to put any customer on a plan that we no longer have access toOn April 11th Ms*** spoke again with our Customer Service department regarding switching back to her old plan and was advised it was no longer availableLater that day Ms*** spoke with our Tele-sales department who assisted her with redeeming her Rewards points to upgrade her line ending in -*** to get the Motorola X Smartphone and a *** Tune SpeakersI find no memos of Ms.***' dissatisfaction until April 17th when Ms*** spoke with our Customer Relations department requesting to cancel her accountMs*** spoke with our Customer Relations department several times that day and advised us that she had already begun the porting out process of transferring her three lines over to another carrierWe advised her to avoid being charged and early termination fee for upgrading her -*** to simply return the device within the 15day timeframeLater that day our store received her returned orderI deeply regret that Ms.***' points were not returned at that timeI have manually returned them effective todayOur guidelines are once the account is cancelled points can no longer be redeemedI have made an exception for Ms*** and redeemed her points and ordered the HDMX speaker for Ms*** and she should receive it approximately on Wednesday 21st via UPS
When Ms*** ported out her three lines on April 17th, due to a system error the port did not reflect that it completed on her other two lines until April 22ndOur porting department advised Ms*** of this and that due to this error, we will backdate her cancellation on the affected two lines to April 22ndOn April 23rd Ms*** spoke with our Customer Service department regarding her paperless billingI find no memo of a request to cancel her auto-payI find on April 29th Ms*** auto-pay systematically drafted the bill amount dueWe are unable to refund her auto-payment as it would put her account in a negative standingOnce Ms.***' final bill prints, it will reflect credits back for her monthly services from the day she cancelled her account through until the end of the billing cycleIf any credit balance remains on Ms.***' account, upon receiving her Final bill, to expedite the refund process Ms*** *** call in to our Financial Services department directly at XXX-XXX-XXXX for assistanceAs that final bill has not printed yet, I am unable to see if and how much of a credit there will be
We have reviewed Ms.***' complaintI understand this is not Ms.***' desired resolution but would like to thank her for the opportunity to serve her with pride and respect
Should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As all of my lines were ported out on the 17th and all equipment was returned on the 17th I want all billing stopped as of the 17thI can get written confirmation from *** stating this factYour response still lists April 22nd which is incorrectIn addition, I would like to see the final billing, the speaker and my refund before I close this out
Final Business Response /* (4000, 18, 2014/06/05) */
June 5,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: *** *** ***
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 in which she states that she had service for days and yet was charged $of the $from the final bill
I definitely understand Ms***'s frustration and will be *** to explain this final bill for herMs*** is correct that her bill reflects the days of service she mentionedOf the $that was charged on the bill, only $was for the days of serviceIn addition there were charges of $for additional texting that occurred on two lines as well as an additional charge of $for an activation feeThese charges total $which along with the days of service charge of $total the $chargeThese charges can be found on pages 7, and of the bill dated *** respectivelyEven though the new phone that was activated was returned, it is now resold as used equipment and therefore, the activation fee would still apply
I regret that Ms*** has found reason to leave us after the many years she had service with usWhile this explanation of the bill does not reflect the resolution that Ms*** desires, the bill is indeed accurate and for services renderedIf Ms*** has any further concerns, she can definitely speak with our Customer Service Department or Financial Services Department at
X-XXX-XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 16, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only used US Cellular for days in April and they took an auto pay of $and only are offering me a credit of $??? They kept $of my money! Iused out of days and I get billed for 71% of the month? How does that figure? I have many calls and I spoke to the *** office itself re: cancellation on the 17th and my lines were ported out on the 17th

Initial Business Response /* (1000, 10, 2014/03/06) */
March 6,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
Customer's Name: *** A***
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 complaint where she advised that since June of she has been overcharged for her cell billMs*** advised that she bought phones that were on a special for buy one get one free and that she was charged for both phonesMs*** stated that she was told that when she added her son he wouldn't be allowed to go over the data limit or make any purchases and charge them to the account and advised that she was told that her overages she had accrued would be creditedIn the complaint Ms*** advised that she has spent a lot of time on the phone discussing her bill and her account
Ms.*** we are truly sorry for any frustration that Ms*** has had and I thank you for the opportunity to review her account and provide information that she *** find helpful
Ms.*** I understand from Ms***'s correspondence that she feels that she has been overcharged for her billsI reviewed Ms***'s account and billing to check for accuracyI show that Ms*** has a plan that included minutes (free incoming, unlimited nights and weekend, and unlimited Mobile to Mobile included) and unlimited Text and Picture Messages for both phones for a monthly reoccurring fee of $The line ending in -*** has a $2GB data plan includedThe monthly billing is $plus taxes and feesThe total without any additional charges with taxes at the current tax rate will total $The first bill I reviewed covered the dates of July 18th, through July 17th, and was for the amount of $including $in additional charges for the line ending in -*** exceeding the 2GB of allotted dataThe bill cycle that covered July 18th, through August 17th, was for the amount of $including $in additional charges for the -*** exceeding 2GB of dataThe bill covering August 18th, through September 17th, totaled $with additional charges including $in data overage and five Tone Room Deluxe Songs purchased on the -***The bill that covered September 18th, through October 17th, was for the amount of $with additional charges of $for data overage and $for Tone Room Deluxe on the -***The bill that covered October 18th, through November 17th, was for the amount of $with no additional chargesThe bill that covered November 18th, through December 17th, was for the amount of $with $of data overage on the -***The last bill that generated on Ms***'s account was for the amount of $and included additional charges of $of data overage on the -*** and $restore from suspend fees on both linesI did not find any errors in billing
Ms.***, I do see that Ms*** contacted us on October 3rd, to discuss the additional charges on the billAt the request of Ms*** we blocked all access for the line ending in -*** to be able to bill any virtual goods or third party applications to the account and as a courtesy adjusted the $Tone Room Deluxe Charges and applied an additional $for the songs downloadedMs.*** the adjusted was done as a good will gesture but these were valid charges and goods that the -*** purchasedFrom October 3rd, forward I do not show any further charges incurred from the -*** for virtual purchasesMs.*** we want to clarify with Ms*** that blocking this feature on the account does block purchases but is separate and unrelated to the -*** getting charged for data overagesAs stated above the -*** has a plan that allows for 2GB of data usage per monthOnce the 2GB of data usage is exceeded the customer is tiered up to the next GB of data usage for an additional $This means any usage between 2.01GB - 3GB is an additional $10.00, 3.01GB - 4GB is an additional $and so onMs.*** we do send text message data alerts to this line once they have reached 75% of the allotted 2GB of data usage and we then send another additional email alert when they reach 100% of the 2GB to let them know they have used all of the allotted 2GB and will be charged for the next data tierMs.*** I show that we spoke with Ms*** on February 25th, and discussed the data usage on this lineShe questioned placing a block on the line and we informed Ms*** that we can place a data block on this line but it would prevent all data usage and she would still be responsible for the monthly chargeMs*** opted not to have the block placedMs.*** the additional amounts charged for data are based on the usage for that specific lineThese are valid charges and at this time no adjustments will be made towards the tiered data overage charges
In Ms***'s complaint she stated that she upgraded two of her lines and she was charged incorrectly for the phonesMs***'s stated that she took advantage of a BOGO offer but paid for both phonesMs.*** I show that on June 11th, that Ms*** upgraded two of her phones into the Kyocera Hydro Android PhonesDuring the time that Ms*** upgraded her lines we did offer some phones that were included in a BOGO (Buy One Get One) offer however it was not the make/model of phones that Ms*** upgraded intoThe BOGO offer included the Motorola M and the ZTE HotspotMs*** upgrade into the Kyocera Hydro at the promotional price of $(Discounted from $299.99)I confirmed that Ms*** was charged correctly for upgrade and both phone were invoiced at the $priceMs.*** in review of the active promotions during this time and the amount of that Ms*** was charged I do not show that an adjustment is due for the phones
Ms.*** another concern that was included in Ms***'s complaint is that she was making payments and they were not applying to her account and that this coupled with waiting on adjustments to be made caused a suspension on her accountI show that a payment in the amount of $was applied to Ms***'s Account on September 2nd, The next payment amount that is posted was for the amount of $that posted on September 27th, The payment of $was a double payment and out of this amount we refunded Ms*** $of this via a check, leaving the amount applied to the account at $At the end of September 2013, after the refund of $157.14, Ms***'s payments to the account totaled $The next payment did not post to the account until February 12th, for the amount of $followed by a payment of $made of February 14th, The account suspended for non-payment on February 11th, because of the time frame that had passed *** the September paymentsMs.***, if Ms***s made a payment that we are not reflecting we welcome and encourage her to contact us so that we can look into this matter further for her
Ms.*** I hope the information provided was helpfulWe value Ms*** as a customer and are sorry to hear that her last interactions with us did not demonstrate the level of Customer Service that we strive to provide all customersWe understand that there are days when hold times or phone conversations can be lengthyWe value Ms***'s time, but do encourage her to contact us by dialing XXX-XXX-XXXX if she has any further questions or concerns so that we can ensure that Ms*** is satisfied and has a full understanding of her services
Sincerely,
*** J
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is where she should have started when explaining my billsThey left out some very important details
The bill dated X-I was charged the monthly service charge of for service from 5-18-to 6-17-
The bill dated 6-18-13, which was not mentioned in the response from *** J, was for 346.57, I was charged $for a partial month from 6-6-to X-and for 6-17-to X-and for X-to 7-17-Why was I charged for a partial month when I was already charged for it on the X-bill? I was credited $for suspended service and for a monthly charge creditWhy, my service wasn't suspended, if the credit was for the overcharge of the partial billing, then why not for the full amount? The BOGO was on this phone because I also had the option of getting the hotspot free but I could only get one free, so I chose the phoneWhy was I charged $twice for activation fees for phone lines that were already activated? I was told when I purchased these phones and added the data plans that there would be a cap so that we couldn't go over the 2GB of data, I was also told there would be a block so that my son couldn't charge anything to my account using his phone, like tone room or games
Now on to the next bill, the following is a copy from their response which proves that I was overcharged*** J states:
'The first bill I reviewed covered the dates of July 18th, through July 17th, and was for the amount of $including $in additional charges for the line ending in -*** exceeding the 2GB of allotted data.'
The bill that she is talking about which was dated 8-13-13, notice the time span between billings, was for services for X-to 8-17-13, and she says 7-to 7-hmmWhen I paid my last bill for they set my payments to be automatically deducted from my checking account which I didn't authorizeI shouldn't have been charged $for overage on data because it was supposed to be cappedI called to complain about the overage charge they told me that they were changing billing systems and that they were having issues with it and it should be fixed by next monthThe also told me that they were putting a cap on the dataI also asked that I be sent paper invoices because I couldn't understand the bills that were online, and I couldn't see them anyways
*** states: 'The bill cycle that covered July 18th, through August 17th, was for the amount of $including $in additional charges for the -*** exceeding 2GB of data.'
The next bill was dated 9-7-which was for service X-to 9-17-13, and she said 7-to 8-was for 158.25, the actual bill was for $because I wasn't credited for my 9-2-payment of I was charged $for overage on dataI again called about the overages and the overpayment because was taken from my checking account on 10-1-and I didn't authorize them to take this payment from my checking account, which caused my account to be overdrawn, and I was charged $for an overdraft fee for their errorI was told they were putting a cap on the data, and would be crediting my account for the overages and that they would be issuing a refund to my checking account the plus $for the overdrawn chargeI received a refund check for on XX-and I called them again to find out why that amount and not the that I was told, and why it wasn't credited to my checking accountThey couldn't explain itI was told someone would get back to me and no one ever didI'm still not receiving paper bills and I still can't access them online to see what they are charging me for, so I again ask for paper billingI'm so frustrated with them
The next bill dated X-is for 335.39, for service for X-to 10-27-I was credited for the 9-payment of I'm still billed for that was paid on XX-X-XX in the paymentThe new charges are The bill also shows a credit for and says 'Amount debited from my account on due date 10-23-13.' That is because my account was set for auto pay which wasn't authorized*** J states: 'The bill covering August 18th, through September 17th, totaled $with additional charges including $in data overage and five Tone Room Deluxe Songs purchased on the -***.' I'm again charged $for overage of data and now $for tone room purchasesThe dates that she is stating are totally messed upI have since printed out copies of all my bills, from the X-bill to the current bill dated 2-21-I can prove to you how messed up they are
The next bill dated 11-4-is for service for XX-to 11-17-*** J states: 'The bill that covered September 18th, through October 17th, was for the amount of $with additional charges of $for data overage and $for Tone Room Deluxe on the -***.' It shows a previous balance of a credit of and a credit of brings the total past due down to and current charges of for a total of 314.47, which also shows as a creditThe bill explains there was a credit of for payment received 9-27-They charged me again for the amount of the for the 'refund specific erroneous payment', meaning that they think that sent it in error, which is where the credit comes fromThe credit is goodwill adjustments that they made to my account for the overcharge of $for the overages and a partial refund for the tone room charges, they said that once the tones are put on the phone the can't be refunded, even though the charges shouldn't have been allowed in the first placeI am also again charged $for data overage, and for tone room chargesNow let me remind you again, these are not supposed to be allowedI figured it is not doing me any good to call and complain and there was something on Channel that they were investigating all the peoples' bills that are being overchargedUSC told them that they would have the bills all figured out by the end of November and would be back on track with when they are due so I thought I would wait to make sure that they get mine straightened out
The next bill dated XX-which is for service 11-18-to XX-is for past due balance and current charges of for a total of This bill isn't even mentioned by *** JI was $for data overage
The next bill dated XX-which is for services 12-18-to X-is for with a past due balance of and current charges of *** J states: 'The bill that covered October 18th, through November 17th, was for the amount of $with no additional charges.' There was no overage charge for data, so I'm thinking maybe now they have the cap finally set on the dataBUUUZZZZ wrong answer!!
The next bill X-for services 1-18-to X-shows past due balance of and current charges of *** J states: 'The bill that covered November 18th, through December 17th, was for the amount of $with $of data overage on the -***.' I'm charged $for overage of dataI'm still not receiving paper bills
On X-my service was disconnectedMy vehicle broke down and I needed to have a phone to make calls to get it repaired so I paid $on my bill, not agreeing at all to the amounts charged, but I didn't have time to deal with that right thenThey also said they would be charging me a restore service fee of $but didn't say it would be $per lineI don't agree to all the charges and I don't feel that I should have to pay for any of the overages since I was guaranteed many, many times that this was supposed to be and would be cappedThey also said that I needed to pay the balance of by 12-21-or my service would be turned off again and I would have to pay another restoration feeSo on X-I paid the remaining balanceOn X-after receiving an email that my bill was available online, yes it's been since Aug/Sept since I originally asked for paper billings and I'm still not getting them, I called again to get the data plan dropped, told I couldn't do that with the phone that he had because it was an android phone that needed a data planSo they suggested blocking the data so that it couldn't be used at all but I would still have to pay for itNow they have plans that can be capped, but for a capped plan it would be more than I'm paying now, but I couldn't do that until Decwhen contract is upI'm trying to reduce my billsI could get a no data plan but need a non-android phone, I have over XXXXX rewards points but I can't use them til contract expires in Decand no other phone to useI'm *** there is nothing I can doI also believe I'm overcharged taxes and feesSo many issues so little spaceI've spent another hours today
Final Business Response /* (4000, 18, 2014/04/04) */
April 4,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI have received the additional correspondence from Ms***In her response, she notes that she does not accept our responseMs*** states that U.SCellular is avoiding the issues and complaints
Ms.***, I am saddened to learn that Ms*** feels that we are not addressing her concerns regarding her accountOur desire is to make sure that Ms*** providing ample information regarding her concerns and correct any errors that have been madeI truly regret that Ms*** does not feel that we have done this
In Ms***'s initial complaint she mentions that she has been over-charged since June and has not been getting credit for payments that she has madeIn our responses, we have reviewed in detail each bill and the charges that were incurredWe have advised that the charges were not in error and were found to be validWe have also advised of the credits we have given for the bills as wellMs*** was given a $credit for Tone Room Deluxe, a $plus tax credit for purchase through Tone Room Deluxe, a $plus tax credit for a Device Activation Fee
In Ms***'s complaint she also mentioned that she was over billed for her phonesIn our responses, we have described that she participated in a different promotion then the 'Buy One, Get One' promotion and instead received a discount on the cost of the phoneOur responses further state that Ms*** returned a phone, which would have eliminated the cost of one of the phones and also was the reason for the $credit mentioned before
Ms.***, it seems that Ms***'s main concern is regarding the data overage chargesIn her complaint she mentions that she was advised that her son would not be able to exceed the Gigabytes of data included in their plan and would not be able to make additional purchaseI realize that this is certainly a reasonable request for a parent to have for their child's lineI regret that this did not work out how Ms*** expected and that she attained additional chargesHowever, as explained in our previous responses, Ms***'s plan does not qualify for the data cap service as this is a new service available with our currently active plans and she is on a retired planMs***'s account was set up and messages were sent to advise when the data plan was 75% used and when it had reached the 100% maxThe purpose of this service is to help the customer make a knowledgeable choice on what to do nextIn these instances, some customers choose to contact us to change the data plan, while others *** discontinue use until the cycle restart, and others *** continue using the additional data providedBecause of these reasons, our position on the data usage remains the same and I am unable to provide any adjustments related to this data usage
Based on the above information provided, Ms.***, we ask that this case be closed as our position on the complaint remains the sameShould Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)
Final Consumer Response /* (4200, 16, 2014/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This isn't getting me anywhereThey are avoiding issues and complaints, the same as they do when you call inI would like to have an arbitrator step in please

Initial Business Response /* (1000, 10, 2014/06/03) */
June 3,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
Customer's Name: ***
U.SCellular Account Number:
***
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr*** complaintIn his correspondence he states that the wrong line was temporarily suspendedBecause of this his desired resolution is to cancel his contract without incurring any early termination fees
I can certainly understand Mr*** concerns about his service and the inconvenience of having the wrong number temporarily suspendedI would like to apologize for this error and I will be glad to review his account and provide information he *** find helpful
While reviewing Mr*** account, we received a Military Suspension request for one of his linesRegrettably, this was processed on the line ending in*** Our records state the line was suspended from 12:01pm to 12:18pm CSTThe line was immediately restored once we were notified of the error
Mr*** requested to escalate to a Business Manager for a follow up phone call, and stated he would like to cancel without penalty of an early termination fee for this inconvenienceWe did notify him in our phone interaction that we would be unable to waive any early termination fees should he decide to cancel
Currently, all lines on Mr*** account are activeWe would encourage him to fax any Military Suspend requests directly to our Business Support Resolutions team at XXX-XXX-XXXX to ensure proper processing
Because of the inconvenience incurred from having the wrong line suspended, I have issued a courtesy Goodwill credit of $to Mr*** account for the short amount of time his line was suspendedThis brings his balance to $298.79, due by June 19, Regrettably, we are unable to waive any early termination fees should Mr*** chose to cancel his services with U.SCellularWe hope that Mr*** continues to partner with U.SCellular, and we look forward to providing his wireless needs for years to comeShould he have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Complaint: ***
I am rejecting this response because:
information was given
Sincerely,
*** ***

Initial Business Response /* (1000, 11, 2014/10/02) */
October 2nd,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am receipt of Mr*** complaint regarding not having services after making a payment on his accountMr*** stated that after making the payment he did not have service after the designated timeHe is also stating he still doesn't have service as October 1st
I completely understand Mr*** frustration in not having servicesWe genuinely apologize for the inconvenience that this has causedI appreciate the opportunity to review Mr*** account and provide additional information so we can come to a resolution
In review of Mr*** account, I see on September 28th when Mr*** contacted us to make a payment on his accountWith the following interactions, I see when he contacted us regarding not having servicesWe submitted a ticket on September 28th regarding not having servicesAfter reviewing the ticket, I see there was an error where the order got stuck in completing the payment, which caused the delay that Mr*** mentioned in his statementIn an attempt to resolve the issue, our I.SSupport Team escalated this ticket to clear out the orderThe current status on the ticket is showing as resolved, and our I.SSupport Team has been setting scheduled times to contact Mr*** in regards to his servicesThere are timeframes when our I.STeam set folldates for Mr***They are:
September 30th at 1:15pm
October 1st at 4:15pm
October 2nd at 4:15pm
On October 1st I see Mr*** contacted us about the status of his servicesWe applied a ($26.63) to reactivate the serviceWe were showing a charge for $27.67(after taxes) on the accountWe also advised Mr*** to make payments on his account a day before the due date to prevent any issues like this in the future
While reviewing Mr*** account, I am showing the current account status as active, and that there are no service interruptionsMr.*** does have a schedule folltoday, October 2nd, at 4:15pm with our I.SSupport TeamIf they are unable to get ahold of Mr*** then we recommend him to contact Customer Service so we can do troubleshooting to get any issues with his phone resolved
U.SCellular(r) prides itself on our customer serviceWe constantly strive to provide our customers the best experience, as well as serviceWe truly appreciate Mr*** business, and we cannot express how genuinely sorry we are that Mr*** has had to go through some frustrating experiences
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

August 16th,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
*** * *** *** *** ***
*** ** ***
Re: Complaint Number: ***
Customer’s Name: *** * ***
U.SCellular Account Number: ***
Account Owner: *** ***
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms*** response, wherein she provides the information necessary to access the account
U.SCellular knows that every penny counts, so I can understand Ms*** wishing to receive the best possible price on her new device. I have reviewed the account, and I hope that Ms*** will find my information helpful
At this time, there is no two-year contract discounted pricing for the *** *** S7. For this reason, there is an error on our website which is causing the two-year discount popup to show incorrect information. As the price does not exist for what it is attempting to show, it is causing the price to show as free. This is an error, and not an intentional advertisement, and our Web Development Team is working on correcting this issue
While we appreciate Ms*** bringing the issue to our attention, we would not be able to offer the new *** *** Sat no cost. We have, however, offered to waive the Device Activation Fee and provide free expedited shipping, should Ms*** wish to order this or any other device. I apologize for any confusion this has caused
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, 2014/03/07) */
March 7,
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 accountWe are in receipt of Ms***'s complaintShe stated she has an automatic payment plan established with our businessMs*** stated about $is taken from her checking account each monthIn July and August, she received a notification that informed her she was past due for one monthWhen she called Customer Service to inquire on why a payment was not taken from her account automatically, she was told to disregard the notice because she was current on her balanceIn September, Ms*** received another past due notification due to our billing conversionShe arranged to make a payment of $which is equivalent to two months of service even though her she was on a budgetThe next day there were two payments of $taken from her accountDue to long hold times, Ms*** visited her local store about this matterShe was informed that the double payment was an U.SCellular error due to the new billing systemMs*** stated she received a refund of $which was more than the intended refund amountDue to the large refund, Ms*** stated she owed $She expressed that the Customer Service Associates and the Supervisors she spoke to about these issues were very rudeDue to these events, Ms*** would like a free month of service or $refunded to herShe expressed she spent eight hours to get this issue resolved
I wish to apologize to Ms*** on behalf of U.SCellular for the frustration caused by these issues, and for the time she spent trying to resolve thisI understand how important it is to budget one's fundsI will be *** to review Ms***'s account for any information that will help us come to a resolution
After reviewing the account I see Ms***'s bills are normally due on the 16th or the 15th because her billing cycle begins on the 26th of each monthHer auto pay history shows about $is taken from her account on the 16th or 15th of each monthDue to our billing delay caused by our conversion, Ms***'s July 26th bill did not generate until almost a month later on August 22, and $was due on September 11, We received an automatic payment of $on September 11,
The bill that should have generated on August 26th generated on September 11, for $This bill stated it had a past due balance of $which is incorrectThis was another issue that came with our billing conversionCustomers received a bill with a past due balance, but in most cases these balances were paidOn paper this bill read the full balance was $due on October 11, However the true balance was $due October 11, Due to an error our system took an automatic payment of $on October 16, Ms*** only owed $on October 11, This means Ms*** was due a refund of $at that time
The bill that should have generated on September 26th generated on October 2, for $This bill also generated stating that $was past due, but in truth only $was due October 29, Our system processed another payment of $on October 20, Ms***'s next bill of $was not due until October 29, This means the entire payment of $processed on October 20, needed to be refunded
I see on October 24, Ms*** visited her local store about a refundMs*** faxed our Financial Services Department the banking information needed for a refundThe total refund of $was processed on October 24, and this was the correct amount that needed to be refundedWe attempted to call Ms*** in regards her refund on October 25, and left a voice messageThis left a balance of $due October 29,
Due to the issues with automatic payment, all customers using this service were notified that we have cancelled all scheduled automatic payments until December 1, We informed these customers that they are able to manually make a payment, or they had the option to wait until automatic payment resumed and they will not be charged a late fee or suspendedThis is why no further automatic payments were made on Ms***'s account until December
On November 5, Ms*** called because she received a letter in regards to a name change on her accountShe stated she never made a request to change the name in our recordsOur associate advised Ms*** to visit her local store to have the name corrected because we cannot make name changes over the phoneOur records do not show the name was changed on Ms***'s accountOur associate gave a $goodwill creditOur associate also advised the account was past due since October 29, The goodwill credit reduced the balance to $Ms*** requested to speak to a supervisorMs*** expressed that we should have never refunded $and wanted the entire balance of $waivedOur supervisor credited Ms*** another $plus tax for the confusion
I would like Ms*** to understand that we refunded the correct amountDue to our error of taking the incorrect balance, we had to refund all that was not due at that timeThe refund was processed on October 24, and we are not able to hold a payment that is due on October 29, It was Ms***'s responsibility to pay her balance of $due on October 29, Ms***'s has been credited a total of $after tax for these issuesMs*** will not be receiving a free month of service, and we will not refund $for services she has indeed usedMs*** has been compensated fairly
During the time she has been our customer Ms*** has always paid on time and we truly appreciate her businessMs*** did not mention she had any concerns in regards to her credit reportHowever I would like to assure her that having a past due bill in October did not affect her credit report in a negative wayI appreciate the opportunity to address her complaint and I hope she has a wonderful weekend
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (3000, 12, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with their response and plan to participate in the class action law suit against US Cellular
Final Business Response /* (4000, 14, 2014/03/11) */
March 11,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s responseMs*** has indicated that she is not satisfied with our previous response and will be entering into a class action lawsuit against U.SCellular(r)
I am saddened to see that Ms*** is still frustratedAccording to her complaint, she has been through a lot regarding her billingI understand how irritating it can be to go through something like thisI can only say that we at U.SCellular(r) are doing anything we can to make things rightMs***'s billing situation is not typical for U.SCellular(r)This has only been something that we have dealt with for the past few monthsAfter researching the account and our original response, I believe that there is nothing more that we can do for Ms*** in this situationOur position has not changed from the original responseWe do not say this to encourage Ms*** to seek other actionWe appreciate her time and hope that we can move forwardLastly, I do not feel that Ms*** has requested anything further from U.SCellular(r) that we have not already addressed
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

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

Initial Business Response /* (1000, 5, 2015/03/27) */
March 27,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above account
I am receipt of Ms***'s complaintI understand that Ms*** is concerned about the retiring of her price plan, and is under the impression that we did away with this plan due to it being abusedI also recognize her concern with not being informed of the plan being retiredShe also expressed her concern relating to U.SCellular(r) not honoring her plan
I certainly understand Ms***'s concernMy name is*** and I will be *** to review this situation and clarify further on her account situation
Ms*** has been on this price plan for several yearsThe Price Plan she is on is called "The Family Premium Plus Plan." This plan includes:
Unlimited Incoming Calls
Unlimited Messaging
Unlimited M2M
Data Plus Includes 5GB: Overage $0.25/MB ($200cap)
LBS/Your Navigator
Belief Points/month
pts each additional line/mo (after lines)
Phone Replacements within her upgrade period with no deductible if a damaged phone can be returnedIf the device cannot be returned, there is a $payment required for a replacement to be sent
Voicemail
Call Waiting
Caller ID
Call Forwarding
3-Way Calling
The reason we eliminated this plan was due to the new equipment providing 4G data speedsThese faster speeds on the new devices allow customers to access the web, and navigate much faster which can cause increased usageOn her current plan, if she exceeds her data limits of 5GB per line, the system will charge .25c per MBThis can cause an extremely high overage on the bill very quicklyJust 800MB of overage will cause a $overage
We do not proactively advise customers when a price plan is no longer available, but a customer is able to retain an older price plan as a grandfathered statusThere can be stipulations implemented on future transactions on the plan but the customer can keep the planThere are constant changes regarding price plans and new price plans being implemented for customers based on technology changes and compatibility changes among the equipment & services availableThis does fall within the industry standards and pertaining to the Terms and Conditions of Service for U.SCellular(r)Certain plans have access to certain features that other plans do not have the ability to use due to those old plans being incompatible with newer technologyAs an example, our newest price plans allow us to add a data limit to each lines data in which U.SCellular(r) can turn off the data to prevent these high overages, but the plan Ms*** has does not allow this feature due to compatibility issues
We have reviewed Ms***'s complaint
I believe there has been some misinformation or a misunderstanding pertaining to the options available for Ms***She is not required to change price plans, and does have the ability to keep her grandfathered rate plan and receive a subsidized discount on a device at his timeShe is not required to move to a different price plan if this is her concernI will have this information documented on her account, and if she has any questions, she can contact us for further information
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/03/12) */
March 12,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***:
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms***'s complaint in which she states that she returned a defective phone as instructed but advised the charge was still applied to her accountMs*** advised that because of the charge for not returning the phone that her account was suspended on March 3rd, and then again on March 11th, Ms*** explained that she was on hold for a lengthy amount of time and that her Customer Service experience was poor
Ms*** I would like to extend a sincere apology to Ms***Ms***, we never want to put our customers in a situation where they lose the use of their service due to an error and want Ms*** to know we value her timeMs*** I appreciate giving us the opportunity to review Ms***'s account to provide additional information
Ms*** in review of Ms***'s account I see that as stated Ms*** upgraded into an iPhone 4s on December 6th, The phone would not initially activate and was considered defectiveA new phone was then shipped to Ms*** with a label for the defective to be returnedThe defective phone was not returned within the 15-day time frame and a charge for the Non-Return of the phone was applied on December 31st, Ms*** the charge for the phone was not discussed again until February 19th, when Ms*** questioned the amount due on the accountWe explained that the bill was higher due to the additional $that was applied for the non-return on the defective phoneMs*** explained that she forgot to send the phone back in and advised will mail it into us as soon as possibleMs*** then made a payment arrangement on her account and we explained to her that the credit of $would not be refunded until the phone was received in the warehouseI show that Ms***'s phone was received at the warehouse on Thursday February 27th, Ms*** with standard processing time it can take approximately business days for returned items to be processedOn Sunday March 2rd, I see that Ms***'s account was suspended for past due paymentMs*** contacted us on Monday March 3rd, to see why her account was suspendedMs***, at this time, Ms*** advised she had returned the phone and we were able to confirm this with the tracking information and had her services restoredMs*** since we were able to confirm the phone was received into the warehouse an adjustment for the charge should have been made to the accountMs***, I am unsure why the adjustment was not made but I show that the account was resumed and noted that the phone was returned and because of this error on our end the account suspended again on March 11th, due to the charge for the phone still showing as past dueMs*** I do show that when Ms*** contacted us on March 11th, that we restored her services and that the charge of the phone was properly credited off
Ms*** we apologize for the confusion and frustration that Ms*** has experienced in regards to the charge and the adjustment for the defective phoneMs*** in order to assure that Ms*** will not have to spend any further time I have made sure that the restore from suspend fees are all waived on her account and an additional $credit has been appliedMs*** in Ms***'s desired resolution she did request for upgrades for both of her linesI show that Ms***'s phones have both been upgraded within the past six months and we will not be able to offer her additional upgrades
Should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** J
Customer Resolution Support

I didn't used to have any issues with this company until I split my single line off from my sister's parent account under which it was listed until 10/ It was like pulling teeth to get my line singled out, and something got screwed up in the store to make me have two separate account numbers Now that I have dealt with my own account, I have received THE WORST customer service of my life, to the point where people were rude to me All I wanted today was to transfer my US Cellular phone number to *** and I called to verify the account number I should use to do so (as I mentioned, I had TWO), but because I could not give a 4-digit code to the representative, they could not help me I simply do not understand why NO OTHER VERIFICATION MEANS CAN BE EXPLORED besides this*** pin I was told that my only other option was to go to a US Cellular store I just recently moved to GA and the closest store is miles away So that was not an option for me I was told that I wouldn't even be able to CANCEL MY SERVICE ALTOGETHER without this pin I told them I would simply stop paying my bill, then, and take them to court for billing me without my permission because I had requested that the service be cancelled I also told them that I would report them to Revdex.com for not allowing me any other verification option than this stupid 4-digit pin (I offered my SSN, my account #, my billing address, I offered to send photos of my driver's license...I was told that anyone could give that information...like anyone couldn't give a simple 4-digit PIN?!?!!?!) I was rudely told by a customer relations rep named TRAVIS that they had EVERY RIGHT to continue to bill me, because they had "prior permission." I WILL NEVER RECOMMEND THIS CELL PHONE COMPANY TO ANYONE
I was told by *** wireless that they were treated rudely as well by US Cellular when they attempted to assist with the phone number transfer
I hope that *** TRAVIS gets fired I have every right to file a complaint with Revdex.com for rude treatment
I'm almost certain I will file another complaint when I go to cancel my service with US Cellular, because my contract is not up until December I was originally told that if I move outside the coverage area, then there would be no cancellation fees I have no doubt that that was a lie My sister had NO ISSUES cancelling and transferring her US Cellular number to *** I don't know what kind of karmic retribution spurred MY treatment from them