US Cellular

Always overcharged I wrote in about itRevdex.com contacted us cellular and us cellular replied "we have refunded the customer for the overcharge" but my whole point is they are doing it to millions of customers, AND GETTING AWAY WITH IT!

Initial Business Response /* (1000, 10, 2014/10/14) */
October 14,
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 accountI am in receipt of Mr***'s complaint stating that the cost is too high and he is on a belief plan and the contract has never endedHe also states he was charged a late fee and his phone was cut offMr*** states that he had to switch to new plan and was charged for the new planHe states two payments were taken from his account and we requested him to fax his bank account information to return one of the paymentsHe states he was charged a fee for cancellation when his contract has never changedHe states he agreed to sign up for new price plan but was told multiple times that his contract wouldn't change He states he called to cancel one line and was told it would be $and he has had the phone for over two yearsThe resolution Mr*** is looking for is to be out of contract without having to pay an early termination fee
I would like to extend a sincere apology on behalf of U.SCellular(r) for any frustration we have caused to Mr***We pride ourselves as a company to have world class customer service and to relay the best customer experienceI can definitely understand the financial hardship Mr*** is experiencing with trying to maintain his phone service all without having a steady incomeI will be *** to look into this situation for Mr*** and present him with some information that I hope is helpful
After reviewing Mr***'s account he states that he was charged for late fees and his services were cut offThe last time the services were suspended for non-pay was back on *** 31, At this time we still have not charged Mr***'s account with a late feeWhen his services were suspended for non-pay it was because he had a balance that was due of $Of that amount $was past due and the current charges of $due on *** 26, We received payments of $on *** 19, and $on *** 29, That then left a new balance that is now past due of $
We received a call from Mr*** on *** 29, because we called him in regards to his past due balanceWhile speaking with our Financial Services department he did not want to provide his account information over the phone to make a payment so we gave him the option of making the payment online or in storeWe advised that once the payment was made we could set up payment arrangements on the accountHe did make the payment towards his account online; however, we did not hear back in regards to the payment arrangements, which caused the account to get suspended for non-payOn June 1, Mr*** called in questioning why the account was suspended our Financial Services department offered to set up payment arrangements and take a payment again and he declinedOn June 3, Mr*** made the payment of $140.00, which brought his account to current
In regards to the double payments that was taken from his accountIt does reflect that two payments were taken from his bank account on September 4, and September 5, It shows that one payment was scheduled by Mr*** online on September 2, to be taken on September 5, The payment that was taken on September 4, was a one-time payment made directly through his My AccountOn September 8, he called in regards to the double payment being taken from his accountAt that time he spoke with our Financial Services Department and we informed him that we could return the funds back to his account; however, we needed to see proof of his account balance before we took the payment and after we took the paymentWe are in no way trying to be intrusive on Mr*** personal business; we just want to be able to return what belongs to himWe asked that he fax in the information request, which he did send a fax, but it did not include the information we asked forWe also at the time informed Mr*** that if he had another bill that generated in the system that the credit balance he had on the account would be applied to that bill, which it did apply to the bill that came due on September 27, and part of the October 27, bill
Mr*** states that his plan is to high and that his contract has never endedAfter reviewing is account he originally started off with our Family Essential Plus minute plan for two lines and later added on a third lineThat plan came included with gigabytes of data per lineOn June 3, he called in stating that his plan was to high, his internet was running slow, and he wanted to get his bill below $per monthWe discussed options of our Shared data plan or our U-prepaid options which he declined both because he stated they were to expensiveAt that time we transferred him to our Customer Relations department to see what other options we had available for himCustomer Relations offered to troubleshoot Mr*** data issues but at the time he was calling from his device so unable to complete the troubleshootingHe wanted to change his price plan but not be placed under a new contractAt that time we offered minute plan with gigabytes of data per line with pay as you go text messagingThat plan would have run him $before taxHe states that he had to pay for the new price planPlease note: anytime a customer changes a price plan is changed in the middle of a billing cycle it does incur prorated charges on the account and it also will have some prorated credits for the old price plan the customer had
On July 7, he called in and wanted to go up on his minutesWe again advised him of the Shared data plan and that his old price plan was no longer availableHe wanted to cancel service so we transferred him back to our Customer Relations departmentCustomer Relations offered him gigabytes of data with out renewing his contractMr*** agreedWe informed him that the *** contract ended on September 25, 2015, the *** contract ended on January 21, 2016, and the *** line is out of contractWe advised the new plan would run him $per month and he accepted
The contract dates that are listed above are exactly how they have been since we changed the plan from the min plan to the shared data planThe contract dates are different because the*** line got a new device on January 21, 2014, hence putting the line under contract until January 21, The *** line received a new device on September 25, which put that line back under contract until September 25, The *** is currently eligible for a new device but if the line upgrade it too will be back under a new two year agreementPlease note: as of August 4, we reintroduced contracts across the board, for plan changes or phone upgrades, which is why the two lines are under a longer contract than expected
Mr*** wants us to be able to waive the early termination fee for cancelling the *** line on October 10, When the line upgraded back in January whoever went into store signed a new two year agreementSince the line only fulfilled months and some days of the contract the early termination fee appliesWe have made many exceptions for Mr***, including not placing him back under contract when he switched to the Shared data planI regret to say, we will not be able to accommodate him with cancelling his service without having to pay the early termination fee
Should Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not tolerate such liesAnyone can sit and read from a database what happen, databases can get errors and can be misinterpretedMy contract has grew in the time in which I was told from the beginning which unfairAll the other phones where bought with out renewals of contract, which is besides the point that first plan was to be out of contract by year and to be NO more contracts, then US Cellular done away with that with out my consentI have never was made any exceptions why else would I be paying all the extra feesI have payed more than the I was told would be the monthly cost on the last plan many many times"frustration" is an understatement compared to addition financial hardship US-Cellular has placed on me WITHOUT consentClearly "belief plan" was a joke and a lie at my EXPENSE
Final Business Response /* (4000, 14, 2014/10/17) */
October 17,
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 in receipt of Mr*** rebuttal stating that he will not tolerate lies and that a database can have errors and be misinterpretedHe also states that his contract grew in time and that he should not be under contract as his plan was supposed to only have one contract and then no more contractsMr*** stated this has caused him additional financial hardship
Ms.***, I certainly hate to read that Mr*** has undergone additional financial hardship and feels as though we are lying to him and misinterpreting the notes that have been left on his accountI am *** to review the account and see if I can provide any additional details beyond the information provided in our original response
During my review of the original complaint and response that we provided to Mr*** I show that we provided all the contract information as it displays on the account including letting Mr*** know that one of his lines is out of contract and another has a new contract based on the fact that the line renewed for a discount on a new phoneI show that Mr*** upgraded the line ending in *** in store in January of this year which means that Mr*** would have had to sign paperwork agreeing to the contract while in storeMr*** then took the device that he received at a discounted rate and put it on the line ending in ***Since Mr*** got a discounted device the contract for that line is validI show that Mr*** cancelled the line ending in *** and will have the early termination fee for that line on the next monthly bill that he receives
Ms.***, there are no mistakes in the contract times listed in the original response to Mr*** nor are there any errors in the contract times show on his accountThe information provided in our original response provided the information based on the documentation and transaction history that displays on the accountMr*** contract dates have only changed when he has agreed to the change
In regards to the monthly amount billed to Mr***, I show that he is on our 10GB Shared Connect which is $for the data, $for the monthly access fee on the ***, $for the monthly access fee on the line ending in ***, and $for the monthly access fee on the *** for a total base rate of $per monthI show that Mr*** has exceeded the data package on the previous bill which is why his monthly bill was higher than expected as he had an additional feeThe most recent statement dated 10/7/is a basic bill with the monthly fees mentioned and the taxes and surcharges associated with the feesSince Mr*** cancelled the *** line his monthly amount will go down by $per month
Should Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 16, 2014/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only see statements of statusStill was not offered any fair resolution, which is the same thing get when I call them the I get a runaround, more lies, and worse serviceThe Initial Contract was clearly having lines in between the lines, Which was the only one I signed knowingly

Initial Business Response /* (1000, 10, 2015/01/26) */
January 26,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in recipe of Ms***'s complaint, and I would be more than *** to address her concerns
In her complaint Ms*** stated that her bill with us continued to increase each month, so she attempted to discuss this with us and we informed her that it would continueShe also explained that she has not been with U.SCellular since October of 2014, yet we continue to bill her $per month and she was recently sent to collectionsShe goes on to state that she was advised there would be no contracts after her first, yet she was made to sign another cont6ract when she upgraded her phoneThe customer feels as if we have lied to her about the credits and charges to her account, and wishes to have the balance on her account credited due to this
Ms.*** please let Ms*** be aware that her account is currently in collectionsI have reviewed her billing and had our Credit Department retrieve the account for the next days so that we are able to discuss the amount owed and hopefully come to a resolutionThe collection agency that the customer's account is currently with is Asset Management Outsourcing Recovery Inc., and any payments that the customer wishes to submit should be paid through the agency
Asset Management Outsourcing Recovery Inc.-
Address: ***,***XXXXX
Phone: XXX-XXX-XXXX
Hours: 8:00AM-10:00PM MON-TUES
8:00AM-4:00PM WED-FRI
I was sincerely saddened to learn that Ms*** made the choice to cancel her account after experiencing several billing issuesWe always hate to lose any customer, especially due to dissatisfaction with our companyAfter review, I see that Ms***'s account was suspended for non-payment on November 12, 2014, and cancelled for the same reason on November 27, In her complaint, Ms*** mentions that we informed her when she started service that she would not have to sign a contract after her firstTo clarify, when we introduced our belief plans such as the family essential 1,the customer was previously on, one of the promotions associated with the plans at the time was "one and done" contracts, meaning, you would sign an initial contract when adding a new line to your account, and there would be no contracts required after completing the first oneThough we did retire this promotion on August 04, and begin requiring contracts for upgrades on belief plans due to an extremely difficult business decision, this is not why customer was in contract for all lines; the commitment on each line beginning on March 08, and ending on March 08, was due to a plan change to our current shared data plan, which requires a contract for each line (the commitments were associated with the plan, not upgrades)I would like to point out that after cancelling, the customer was not charged any early termination fees as she should have been, only the remainder of her financing charges for line -*** of $Being in contract until March 8, 2016, Ms*** should have been charged $for lines -*** and -*** as well as $on line *** These fees were not applied to the account upon termination, saving her $in valid charges I do apologize for any frustration caused by this misunderstanding surrounding the commitments and what they were applied for
Additionally, I have researched Ms***'s recent billing to gain a bit more understanding of the billing issues she has referenced in her complaintI do not see any billing errors on our partHer bills were not consistent, however, due to several suspensions for non-paymentThe suspensions caused prorated billing, and $restore from suspension fees per line on each occurrenceThese fees, totaling $125.00, were waived as a courtesy to the customer on June 23, As a save offer, we also applied a $discount to line ***and a $discount to line *** on the same dayI have meticulously reviewed each bill, and I cannot find any erroneous charges or any statements where these discounts were not appliedAlso, I would like to assure Ms*** that she was not assessed any plan charges past her final suspension date of November 12, I do regret the confusion that Ms*** was caused due to the proration
Although I am unable to honor the customer's request to have her final balance of $credited, I hope that this response provides some clarification regarding the situationShould Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree with some but there was an extra that I should receive credit forIt was paid in store after getting cancelled and still got charged what I should if anything should pay is or soI spent multiple hours on the phone with customer service to get my bills correct almost every monthIs that noted
Final Business Response /* (4000, 14, 2015/01/28) */
January 28,
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 to my response, and although I regret we have not yet come to a resolution, I would be more than *** to further address her concerns
In her rebuttal, Ms*** stated that she did agree with some of the information provided in the original response, yet she feels as if the balance should be somewhere around $750.00, as she recalls making a payment of $in-store after her account was cancelledShe would also like to know if the multiple calls she made each month to correct her billing are documented on her account
Looking over the account, I do see several interactions where the customer contacted us regarding her billing or to make a payment arrangement between *** and August of 2014, however, as I previously stated, there were no erroneous charges on the accountThe calls consisted of us going over the customer's statements with herA couple of the calls resulted in a courtesy credit for valid fees on the account, and the application of loyalty discounts to save the customer, as she was considering other providers in JuneI do apologize for the confusion, and the inconvenience the customer was caused when needing to contact us for an explanation of her billing charges
I have reviewed the customer's billing to ensure the amount owed is correct, and I will provide the customer with a breakdown of her billing and payments making up the current balance to provide further clarification:
Billing Statements:
Print Date Covers Cycle Amount Due Date
8/17/08/12-09/$10/7/
9/17/09/12-10/$11/5/
10/16/10/12-11/$11/5/
11/12/N/A $12/7/
11/27/N/A $1/5/
Total: $1,
Payments:
Date Amount
9/19/$
11/13/$
Total: $
The customer's bill dated 08/17/only consisted of the $39.00+tax financing charge on line -***This is why the bill is substantially lower than normalThere were no plan charges applied to the bill, as the customer was suspended for non-payment on her cycle date, which is when the bill's generateThe referenced suspension was from 08/11-08/
Since there were no plan charges on her 08/bill, she incurred prorated charges on her following bill dated 09/The bill covered plan charges from 08/22-09/11, as well as her regular month in advance charges covering 09/11-10/This statement also included her $per line restore from suspension fees
Her bill dated 10/had no proration or additional fees applied, and covered her services from 10/11-11/
Ms***'s bill dated 11/only contained the $39.00+tax financing charge on line -*** and a $late fee, because the customer's account was suspended on her cycle start date, 11/
The customer's final bill dated 12/only contained the remaining balance for the device financing on line -***
Ms.*** I hope this information provides the customer with an understanding of the charges on her accountShould Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** M
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/05/12) */
*** 12,
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 Ms*** complaint regarding the delay of a $reimbursement check from *** SolutionsShe states after several phone calls to *** she has yet to receive a refund checkMs.*** is also concerned regarding overage fees within the last few monthsHer desired resolution is to receive the $reimbursement check from *** as well as$co-pay waived, and any fees waivedShe also is requesting to not have any services suspended for non-payment during this process
I can certainly understand Ms*** concerns regarding her services and reimbursement checkI can understand her frustration with the delay of the reimbursement processing and the financial difficulty that not receiving this check could causeI would like to apologize for these concerns because customer satisfaction is our number one priority at U.SCellularI'll be glad to review Ms*** account and provide information she *** find helpful
We have contacted *** Solutions who advised that the $was indeed processed on *** 2, The reimbursement was refunded to the original payment methodSo, for example if a credit card was used as the original pay means, that will be the same card which *** will refundFor privacy reasons, we are unable to see exactly the personal banking or credit card information Ms.*** usedShe can however, contact *** directly at *** to obtain the original method of payment
We have also reviewed Ms*** account for overages, and we do see that the data overages which occurred did occur on the line ending in ***The last time overages were billed to the account was on the bill dated February 21, Per our notes, credits were issued for data overages to Ms*** account, and since then we do not see that there have been data overages applied
Although we would not desire for Ms*** services to suspend, we cannot guarantee that her services will not be interrupted if Ms.*** does not make a paymentI would encourage Ms.*** to contact our Financial Services team at XXX-XXX-XXXX to make a payment arrangementWe are also unable to waive any fees or co-pay applied from ***, as this is handled and processed directly through *** SolutionsI would encourage Ms.*** to contact ***, as U.SCellular has not charged Ms.*** additional fees or $co-pay for us to reimburseI apologize for any inconvenience this has caused
We hope that Ms.*** continues her membership with U.SCellular, and we sincerely value her partnership with usAlthough we were unable to completely resolve her desired resolution, we hope that we can provide her wireless needs for years to comeShould she have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/02/20) */
February 20,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint, and I would be more than *** to address this matter,
In her complaint, Ms*** states that she used her father's credit card to make a payment on her accountWhen submitting the payment through her My Account, she mistakenly set the date further out than she should have and was suspended for non-paymentAfter discovering that her payment had not yet been applied, she went back online to make an immediate payment for $on 01/15/She explained that on 01/26/2015, another payment of $had been drafted from her father's account, and she claims that this payment was not authorizedShe requests that the second payment be refunded back to her dad's card
Ms.*** I can imagine the inconvenience that an unexpected withdraw can cause, and I regret any frustration Ms*** has been caused in this situationI have reviewed the account, and see that the customer logged into her My Account on 01/13/and scheduled an online payment for $to be withdrawn on 01/26/On 01/15/2015, Ms*** logged into her My Account again, and processed an immediate payment for $183.80, leaving the pending payment of $to be withdrawn on 01/26/Because the customer made a completely separate payment on the 15th instead of updating her pending payment, the second payment was still authorized and withdrawn on scheduleThe second payment of $did go towards an existing balance; therefore we are unable to refund this payment back onto Ms***'s father's card
To prevent this from happening in the future, I have provided Ms*** with the steps to changing/deleting a pending payment through her My Account
Once logged into My Account, hover over the "Bills & Payments" tab and select "Payment History"
In the payment history screen, under "Online Payments" the customer will see her pending payments displayed
To the far right of the payment details, there are links to change or delete the paymentMs*** can simply change the payment to the desired date, or delete it if she has submitted a separate payment
Although I am truly sorry that the customer has experienced this, I am unable to honor her desired outcome to refund the payment because, as stated above, the payment went towards an existing past due balanceShould 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, 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 accountI am in receipt of Ms***'s complaint regarding signing a year agreement because she was told that the two iPhones she already had would work on her U.SCellular account
Ms.*** please let Ms*** know how deeply upsetting it is to hear that she received misinformationAt U.SCellular we strive to provide our customers with the world's best experience and I regret to hear this expectation was not met in Ms***'s situation
I have reviewed Ms***'s account and do see that after she opened the complaint she called in and spoke with our Customer Relations DepartmentAt that time we upgraded both of the lines at no charge and applied the discounts to Ms***'s account that she was originally offeredAgain, I sincerely apologize for any inconvenience this matter *** have caused but am very relieved to see that we have been able to resolve this matter for Ms***
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, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have smart phones and standard phoneThey are charging me "smart phone access" on a standard phoneI was told the monthly amount would be $plus tax
Final Business Response /* (4000, 14, 2014/07/28) */
July 28,
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 accountWe are in receipt of Ms***'s second complaint about the cost of her planMs*** stated she was told her plan would be $plus tax
I see her first complaint was resolved based on the notes on the account, and according to our previous responseWhen we received another response to the original complaint, it gives us the impression that we did not come to a resolutionHowever this complaint is about a different matterMs.*** we kindly and respectfully ask that if Ms*** has any concerns, that she please contact our Customer Service Department at X-XXX-XXX-XXXX for assistanceWe would like the first opportunity to address our customer's concerns
After reviewing the account, our records show the plan is priced at $before tax for four lines on our Shared Connect Gigabyte PlanThe current price is correctWhen Ms*** spoke with our Customer Relations Department, she was given two free phones for the misinformation about the IPhonesShe was also promised that discounts would be applied to each line so that the price is $per month which is the price Ms*** was quoted
Normally customers have to have a financed device or have a device that has completed a two year contact to get this pricingMs*** has neither, but due to the misinformation and for being a long time customer, we have applied discounts to each line so that the current price is $I hope Ms*** finds this satisfactory
Should Ms*** have additional questions, she *** contact our Customer Service Department at the number listed above
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/05/29) */
*** 29,
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 accountI have received Ms*** complaint and I am *** to address her concernsIn her complaint she explains that she has been over-charged on her account since U.SCellular did a billing transition and has been always told that it was herMs.*** continues by stating that she has been paid $per month and it continues to increase; with this month's bill being approximately $Ms*** desired resolution is to be refunded for the overpayments in the last year and a half and to have the managers and company held accountable
Ms.***, I can certainly understand Ms*** desire to ensure that she is refunded for charges that she should not have been billedI know how important it is to ensure that the billing statement stays within a certain amount that is affordable and I regret that Ms.*** *** have experienced errors in her accountI am more than *** to review her account and address this matter
In review of Ms*** account, I show that she started her account with us in March I show the first contact with U.SCellular from Ms.*** regarding the billing statements was on October 11, Per our documentation, Ms.*** requested to cancel her service with us because she was dissatisfied with the delayed billingDuring this conversation, it is noted that Ms.*** was advised that there was not payment in July and that if she wanted to cancel the Early Termination Fees would amount to $Upon speaking with our Customer Relations Department, Ms.*** was offered a credit of $for one half of her monthly service chargesMs.*** accepted this and the lines remained active on the account
Our next documented conversation with Ms.*** occurred on January 8, Ms.*** contacted us to inquire about cancelling her serviceShe stated that was told that her balance was going to be $and it was moreMs.*** was advised that balance was higher due to past due amount on accountIt's noted that she wanted to continue with cancellation but our Customer Relations Department was closed at the time
Next, it is documented that Ms.*** spoke with our Customer Relations Department on *** 12, requesting to cancel her accountPer notations, she advised us that she would cancel her lines one by one due to the bill delay issueOn that day, Ms.*** cancelled her line which ended in *** and accepted an offer of one month free service to allow us time to show her that the bill delay issue was resolvedA credit of $was given at that time
Ms.*** contacted us again on *** 25, advising that she wanted to cancel her account due to issues with the delay in billingA credit request was submitted for Ms.*** to cover an error with prorated charges on her account and restore from suspension fees that were billed to her accountShe was advised that the turnaround time for the adjustment to be posted was 24-business hoursIt is noted that Ms.*** wanted the credit applied sooner and decided to speak with our Customer Relations Department to see if this matter could be expeditedAt this time, an adjustment was provided to Ms*** accountThe Early Termination Fees were provided along with the final balance and information for porting her numbers to another carrierThis same day, the lines ending in *** were cancelled from the U.SCellular account as the numbers had been ported (taken) to another wireless carrier
Our last documented conversation with Ms.*** was on *** 27, 2014, when she contacted us to cancel her account due to bill delays and the bill being too high for several monthsMs.*** declined all offers provided to her and was advised that all but one line had already been cancelled due to the portingThe remaining line ending in -which was for a mobile hotspot was cancelled on this day and Ms.*** was advised that the Early Termination Fee of $93.95and of her final bill
In early to mid-2013, U.SCellular began a transition to a new billing systemWe implemented this new system in order to be able to provide new and enhanced products and services to our customer as well as to provide a more enhanced interaction with us for our customersRegrettably, there were some unexpected side effects that impacted our customer, including a delay in billing statement
These billing delays caused customer bills to generate later than normalThis caused the bill due date to be pushed back to provide customers more time to make their paymentEach bill generated with a due date at least days away from the bill cycle dateUnfortunately, this cause most customers' bill to generate closer together as the bill issue was resolved; therefore, appearing that bills double billingThis is not the case, as each billing statement billed for a separate period of timeTo ensure that Ms.*** was billed correctly, I have review her billing statements all the way back to June and have listed the bill date, amount due, due date, and payment made below(PD = past due)
Bill Date Amount due Balance Payment
8/5/$PD + $current due 8/25/$$on 8/13/
9/6/$PD + $current due 9/25/$$on 9/14/
9/16/$PD + $current due 10/19/$$on 10/11/
$$credit given
10/22/$PD + $current due 11/18/$$on 11/5/
11/26/$PD + $current due 12/19/$$on 12/5/
12/20/$PD + $current due 1/9/$$on 12/21/
Accessory Purchases $$$
1/19/$PD + $current due 2/8/$1,$on 1/18/
$$on 2/7/
2/19/$PD + $current due 3/11/$$on 3/6/
3/19/$PD + $current due 4/8/$$on 4/9/
4/19/$PD + $current due 5/9/$$on 4/16/
$$credit given
5/20/$current due 6/9/$$credit given
$$on 5/25/
$
As shown above, all of Ms*** billing statements carried a past due balance causing the bill to appear as a double bill; however, each billing statement balance covered for separate bill dates and amountsAt this time, I show that Ms*** account was not over billed each month and was only billed in error on one billing statement as mentioned above which was adjustedMs.*** was already provided courtesy credits to assist her with her account and at this time, I show that no refund is warrantedI would like to take this opportunity to remind Ms.*** that she will receive another billing statement which will be listed as the Final BillThis bill will reflect any usage that occurred in the last billing cycle, any due credits for the remaining days of service that Ms*** account was no longer active with U.SCellular and will also include any applicable Early Termination Fees for the cancellation of her linesThis billing statement will generate after the billing cycle has restarted on June 14, I recommend Ms.*** keep an eye out for this final statement to ensure that her account balance is settled
Ms.***, I realize that we were not able to meet Ms*** desired resolution; however, I hope that she finds this information to be helpfulShould she have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 5, 2015/02/19) */
February 19,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL XXXXX
Complaint Number: XXXXXXXX
Customer: *** ***
U.SCellular Account Number: Unknown
Dear
Ms.***
Thank you for contacting U.SCellular(r) in reference to the above accountI have reviewed ***'s complaint and welcome the opportunity to address you this afternoon
Ms.*** we are saddened to hear about the situation *** has experienceIt is never our intent to make life more difficult for our customers but rather quite the contraryUnfortunately while reviewing the case filed by ***, we are lacking information needed to properly access the accountWe strive to make our accounts secure, which means certain information must be provided so we can access the account to fully address any concernsWhile we have ***'s name, we also need an account number or U.SCellular(r) phone numberThat would allow us to access his information properly and find a prompt resolution for the issue at hand
We do apologize for any inconvenience or delay this *** cause as we sincerely want to resolve this issueIf at any time you 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 Business Response /* (1000, 10, 2015/01/02) */
January 2,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Complaint Number: ***
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 the situation
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 contraryAs I understand, the complaint is being filed regarding lack of proper information being provided and a denial of an Early Termination Fee (ETF) Reimbursement as a result of this miscommunicationWe want to do everything we can to come to a fair compromise for Ms***Let me start by listing the requirements for the ETF Reimbursement
Number must port in from an outside carrier
Must be on a Shared Connect plan
Purchase a new Smart Phone or Tablet with a Retail Installment Contract
Upon reviewing Ms***'s account, the interactions I see are primarily with our retail locationsI do see where she opened new lines of service with us on July 29th, At that time she came to U.SCellular(r) and purchased one Samsung(r) Galaxy SMini, and two LG(r) Freedom 2s with Retail Installment ContactsThe LG Freedom is not a smart phone, nor did the lines in which they were purchased for port into U.SCellular from another carrierEven though we are outside of the sixty day time frame to send in the information from her old carrier, we will still honor the ETF Reimbursement if she would like to visit a U.SCellular store location and acquire the smart phones for lines *** with the Retail Installment Contract
We do strive to make customer focus our top priorityAgain, I would like to apologize for the miscommunications that have taken place between Ms*** and U.SCellular(r)If Ms*** has any additional questions or concerns, I hope she does not hesitate to contact the Customer Service Team with U.SCellular by dialing from her 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
Take care,
***
Customer Resolutions Support
U.SCellular(r)
Customer Service: X(XXX)XXX-XXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reject this response because no one has called me to discuss what occurred in my conversation with the sales representativeShe was very clear in stating that we DID NOT need to purchase new phones and what amount we would receive in the buyoutUS Cellular seems to be unwilling to talk with meI still have not had the phone call from corporate that the customer service person assured me I would receive within14-hoursIt has now been daysI want to know who is taking responsibility for misrepresention & fraud on their partI feel like I am being punished for their errorI want them to honor their verbal agreement or explain why they are not honoring it
Final Business Response /* (4000, 14, 2015/01/12) */
January 12,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Complaint Number: XXXXXXXX
Customer: ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms.***
Upon reviewing Ms*** rebuttal, I was able to locate where a request for an escalated call back had been completedAs I did not have any notation on the account regarding a call back conversation, I forwarded her complaint to our Office of the President Escalation teamShortly after, I show a member of that team was in contact with Ms***The request was made for Ms*** to send a copy of the final *** bill to the individual with whom she was workingBased on the information provided from Ms*** and the final *** bill a credit in the amount of $was extended to her account
We again apologize for any frustration that has befallen Ms*** and her family during this ordealIf at any point she still has question, she is more than welcome to reach out to us, and we'll be *** to help
Take care,
***
Customer Resolutions Support
U.SCellular(r)
Customer Service: X(XXX)XXX-XXXX

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

My wife and I have been customers of US Cellular since We were excited that they established a rewards program with a *** I *** being the prizeIn we stopped at the local US store to see how close we were to obtaining our prizeWe were informed by the store repthat we were within points of our goalIt was a few months later that we were informed by mail that the "goal" was raised by points!!! We were mad and contacted our local repto complain and were told that since we were no longer under contract we could discontinue our service at any timeIn the meantime my wife (whose name was on the account) became incapacitated and could no longer use a cell phone I decided to look at other companies as alternative I found one at half the price and proceeded to notify the US Cellular company that we wanted to drop their serviceI notified them both in writing and on the phoneEven though we are no longer under a contract the company is demanding that my disabled perform this process I attempted to explain the situation to the company repto no avail!

U.S.CELLULAR, MY NAME IS *** *** I HAVE BEEN A *** PROUD CUSTOMER OF U.S.CELLULAR AND HAPPILY PAID MY BILL, UNTIL AUGUST WHEN I UPGRADED AND CHANGED MY PLAN TO INCLUDE IPAD and new phone line for my BRIDE TO BE, *** SALESMAN AT *** HAD REVIEWED MY NEW PHONE CHANGE PLAN FOR ONE ENTIRE MONTH AND INSURED ME OF A ONE MONTHLY BILL THAT WAS TAKEN PLACE IMMEDIATELY AND ALL CHARGES OF HOOK UP FEES WAVED, I *** *** RECEIVED MY MY FIRST TWO BILLS OF OVER dollars, I have contacted u.s.CELLULAR times and NO CORRECTION COULD BE MADEI WAS fRAUDED THROUGH A SCAM OF BILLING, TODAY IS SEPTEMBER

Initial Business Response /* (1000, 10, 2014/11/28) */
November 28,
Revdex.com of Chicago
Attention: Ms.***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: ***
U.SCellular Account Number:
Not provided
Dear Ms***
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms*** correspondenceMs*** has stated that she has made numerous attempts to contact U.SCellular in regards to a credit balance of $that she is owed, and she would like U.SCellular to send out a refund check in the amount of $to resolve her complaint
We have reviewed Ms.*** concernsBecause we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposesThis was not provided in her submission
Please advise Ms.*** to resubmit this complaint with the information requested above and we will be *** to address her concern at that timeWe apologize for any inconvenience we *** have caused and look forward to receiving the needed verification so that we *** proceed in researching this matter
Sincerely,
***
Customer Resolution Support
U.SCellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response because in my complaint to you my cell phone number was included but I just noticed that it says account number, it is my cell numberI will give it again XXX-XXX-XXXXMy name use to be*** and is now ***
Final Consumer Response /* (4200, 16, 2014/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted US Cellular Customer Service and spoke to*** she tried to update my address but it wasn't accepting it because they don't service AZShe informed me she would try to override the systemShe stated that she did and also created a case #XXXXXXXShe stated she included my address, contact number and amount of refundShe informed me that I should receive a refund check in 2-wksSo I'm not satisfied until I get my refund check in my hands
Thank you
*** ***
Final Business Response /* (4000, 18, 2014/12/05) */
December 5th,
Revdex.com of Chicago
Attention: Ms.***
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 accountI am in receipt of Ms.***' RebuttalI can certainly understand the frustration that Ms.*** feels when she has waited so long to receive the money we owe herI will do everything I can to help resolve this issue for our customer today
Ms.*** states in her rebuttal that she contact our Customer Service Department and was told that we were able to successfully update her address and that we also created a case to send another refund to herShe states that she will not feel the issue is resolved until she has the check in her hands
Ms.***, I can empathize with Ms.*** issueWe have reviewed the account for Ms.***
I can see that Ms.*** called our Customer Service Department on 12/3/Based on the notation for this interaction, I do see that we were successfully able to update the customer's address to the correct locationI also see that we did file a case to get another refund check sent out to the customerThis request was submitted on 12/3/The request states that we are to reissue a refund check in the amount of $
However, in checking on the request I am showing that request was reviewed and cancelledI contacted our Payment Control Department to find out why the case was cancelledI was informed that we issued the correct type of case but it went to the wrong department and was cancelled on 12/4/I have since reissued the case to our Financial Service Resolutions DepartmentThe new case number is XXXXXXXThey have a current turnaround time of business hours to close the case and initiate a check to be sent out to Ms.***It should still be the original 2-week time frame that Ms.*** was quoted by the Customer Service Associate she spoke with on 12/3/
Ms.***, I hope the above resolution will provide Ms.*** with some additional information regarding the status of her refundShould Ms.*** have additional questions, she *** contact our Customer Service Department at X-XXX-XXX-XXXX from 6AM-11PM every dayWe would be to assist her with any concerns or questions
Sincerely,
***
Customer Resolution Support
U.SCellular
Business Response /* (4000, 26, 2014/12/24) */
12/24/
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms.***' response, and I welcome the opportunity to assist in resolving this issue for her
Ms.*** has been trying to get a refund check for her final credit ever since the account was cancelled in August of this yearIn addition to her Revdex.com complaints, she has also contacted us several times via phone and/or emailIt was eventually discovered that the checks were going to the wrong address, and the address has since been updated, but Ms.*** still has not received her refund check
In conducting my research, I discovered that the most recent attempt to have Ms.***' refund check sent to her was initiated on December 5th, however that case was cancelled because the associate said that the check could not be sent to the new addressI also noticed that there was a slight discrepancy in the address in our billing system compared to the address on Ms.***' complaint; in our billing system, the last digit of the house number was a 9, instead of an I have corrected this in our billing system
I have specifically requested that the check be sent to the new addressI also got my supervisor involved, and he called the department responsible for issuing refund checks, and asked them to expedite sending out Ms.***' checkThe department responsible for issuing the refund check estimated that Ms.*** should receive her check within the next week
Ms.*** once again please extend our deepest apologies to Ms.*** for the lengthy delay and all of the issues in getting her refund check sent out to herI would like to reassure her that this is not a typical example of the sort of customer service we have built our reputation upon, and I know that we can do betterWe genuinely appreciate her patience, persistence, and understanding as we work to resolve this matter for her
If we can be of any further assistance to Ms.***, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Consumer Response /* (4200, 28, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a disgrace that a cellphone company has this many problems in getting a customer their refund because I live in an area that they don't serviceWhen speaking with their customer service personnel I specifically repeated my address numerous timeso so I not sure how they can get the numbers of t b email house wrong, they also repeat it back to meI just don't understandI'm still not satisfied until I get my refund!
***
Business Response /* (4000, 30, 2015/01/02) */
1/2/
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.***' response, and I welcome the opportunity to address this issue for her
Ms.*** has been trying to get a refund check for her final credit ever since the account was cancelled in August of this yearIn addition to her Revdex.com complaints, she has also contacted us several times via phone and/or emailMs.*** complains that it is a disgrace that a cellphone company has this many problems in getting a customer their refund, and that she repeated her address several timesShe won't be satisfied until she gets her refund
Ms.*** once again, on behalf of U.SCellular, I extend my deepest apologies for the complications in getting Ms.***' refund to herI completely understand why she won't be satisfied until she gets her refund, as I wouldn't be eitherHowever, I would like to point out that, in the vast majority of cases, U.SCellular does get refunds to former customers within two to three weeks after the final bill is generated, and that Ms.***' case is an extraordinary exception to that record of success, for the reasons already explained
At this point, we have done everything possible to expedite getting Ms.***' refund to her, and we absolutely do hope that she receives it in the very near futureIf we can be of any further assistance to Ms.***, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/06/20) */
June 20,
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*** complaint in which he states the enticement to sign up for a Belief Plan included a "one and done" contract, meaning if a customer completed a year contract, they would "never" have to sign anotherAlso, the customer would be able to upgrade phones at the promotional pricing every months, and as early as monthsHe states the press releases are still on the U.SCellular website which includes all of this informationMr.*** continues by stating the company will not honor this upgrade policy even though he and his wife have been with U.SCellular for approximately yearsMr*** desired resolution is to have these promises honoredHe would like the right to upgrade to any new phone at promotional pricing as frequently as every months without the requirement of a new contract
Ms.*** I can understand Mr*** concern regarding the advertising of the Belief plans and the renewed requirement to sign another contract upon equipment upgradesI am *** to provide additional information regarding this matter
On September 30, 2010, U.SCellular announced that we would be offering an industry-first rewards program to reward our loyal customersOne portion of this program stated that once a customer had completed at least one year contract per line, that line would be eligible to upgrade their equipment at promotional pricing without the requirement of a contract renewalThis was referred to as "One and Done" contractsThe advertising and the press release that Mr.*** referenced did use the word "never" regarding contracts
Also stated in the September 30, press release under the Safe Harbor Statement Under the Private Securities Litigation Reform Act of it states the following: "All information set forth in this news release, except historical and factual information, represents forward-looking statementsThis includes all statements about the company's plans, beliefs, estimates, and expectationsThese statements are based on current estimates, projections, and assumptions, which involve certain risks and uncertainties that could cause actual results to differ materially from those in the forward-looking statements." Against what the market research showed, more customers were leaving U.SCellular than stated that they would, causing a business need to reinstate the contractual requirements upon equipment upgradesAs of August 4, this change became effective
Also at the time of launch, it was a U.SCellular standard that all customers were eligible to upgrade devices every months at promotional pricing; therefore this wording was also included in the advertising and press releasesDue to the increasing cost of equipment, a change was necessary to this time frameAs of November 17, our customers are now eligible to upgrade at promotional pricing every monthsCurrently, our customers with Belief points are still eligible to redeem points to accelerate this time allowing them to upgrade at the month point
I would like for Mr.*** to keep in mind that customer satisfaction has always been our company's primary goal, and we listen to our customer's feedback to help us find new ways to enhance the customer experienceBased upon customer feedback expressing dissatisfaction with the contractual requirements when still on a Belief plan, beginning today we are waiving this requirement if a customer upgrades to one of selected devicesCurrently, eligible devices include all basic phones (non-smartphones), Samsung Galaxy SIII, Samsung Galaxy SMini, Moto X and the iPhone 4sAccording to our records, Mr.*** was in a store location on June and was informed that this would be an option as of today
While I cannot guarantee that this will not change again at some point in the future, Mr.*** can now take advantage of upgrading to one of the listed devices without a contractual requirement on his linesI would like to ensure that he is aware that this is a promotion, therefore is subject to change at any timeAs is also indicated on the Rewards portion of our website, rewards redemption pricing, options and availability are subject to changeI hope Mr.*** finds this information to be helpfulShould he have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXXWe appreciate Mr.*** and his wife having been customers since 1996, and look forward to many years to comeWe are always *** to help
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At least US Cellular admitted the truth of my original complaint; that they made promises regarding no future contracts and subsequently felt the need to "reinstate contractual requirements...."
The company justifies its action by saying, "...more customers were leaving U.SCellular...." The departure of these customers created a "business need" for the company to renege on its promises to its remaining customersThe fact that the company does not see the flawed logic in this line of reasoning speaks volumes about their attitude regarding customer service
Additional comments in the company's response indicate that a disclaimer was included in press releases and advertising which supposedly absolves them from having to do what they said they would doAt least one press release contained no such wording, and none of the sales pitches received by me at their retail outlet did
It is quite obvious that US Cellular's lawyers had input into the response to my complaintPerhaps they can even successfully defend against claims of advertisingUS Cellular has however already lost in the court of public opinion
The company has recently started a new "promotion" which gives back a small portion of what they originally promisedThis new promotion is too little, too late and begs the question, "Why should we believe you this time?" I finally understand why they started calling their reward points "belief points"
US Cellular has just lost two more customers
Final Business Response /* (4000, 14, 2014/07/03) */
July 3,
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 accountWe are in receipt of Mr*** rebuttal in which he states U.SCellular admitted that promises were made, but subsequently brokenHe states the company tried to justify the breaking of the promise to the remaining customers on the planMr.*** states that these actions and reasoning speak volumes about our attitude regarding customer serviceHe continues by stating the company lawyers clearly had input into his previous complaint, but U.SCellular has already lost in the court of public opinionMr.*** states the company recently started a new promotion giving back a small portion of what was promised originally, yet he doesn't see why customers should believe anything nowHe states U.SCellular has just lost two more customers
Ms.*** I regret to hear that Mr.*** continues to be unhappy with the response to his complaint and the information regarding our promotions, and am *** to further address his concerns
As Mr.*** stated, we did admit to our mistake in the wording of our advertising by stating "Never sign another contract"However, it was also in the Terms and Conditions stating that the program/promotion was subject to change, as is with any program and/or promotion
In hearing our customer's feedback, it became painfully obvious that the reinstatement of contracts had become a pain point for many of our Belief plan customersBecause customer satisfaction has always been and continues to be our company's primary goal, we listened to this feedbackWe put into place an exception for those customers on that were on a Belief plan and did not want to sign another contract, as a customer satisfierMr.*** was made aware of when this would begin, and chose not to take advantage of it
Although this did not alleviate Mr*** concerns, as he has since ported out both of his lines to a new service provider, I hope he understands that we truly listen to and take seriously the feedback our customers provideContinued feedback helps us to know what our customers want, and help us to improve our services and offeringsShould he have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXXWe appreciate Mr.*** and his wife having been customers since 1996, and are sorry to see them go
Sincerely,
***
Customer Resolution Support
U.SCellular

January 21st, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate
"">N Wabash Avenue Suite Chicago, IL Re: Complaint Number: *** Customer’s Name: *** *** U.SCellular Account Number: *** Thank you for contacting us in regards to the above account. We are in receipt of Ms***’s complaint, wherein she states that last fall she was quoted a price of $before taxes and fees, and her total should be approximately $per month. She states that her current bills are approximately $per month, and that the price she was quoted was not notated on her account. Ms*** states that the discounts offered to new customers are unfair, and she requests that her bill be lowered by $per month, or that she be allowed to cancel her account without feesU.SCellular knows that every penny counts these days, so I can understand Ms*** seeking to lower her monthly statement. I have reviewed Ms***’s account, and I hope that she will find my information helpfulMs*** changed to our Shared Connect gigabyte plan on December 16th, 2014. The cost of the plan at that time was $for gigabytes of data, and $per smartphone connection. Ms*** received a discount of $for her line ending in ***, and also received a 100% discount on her line ending in 9511. This 100% discount was good for months, and the total for Ms***’s plan, before taxes, fees, and optional services, came to $per monthOn November 6th, 2015, Ms*** spoke with us, and we advised her that the 100% discount on her line ending in *** would expire in December 2015. During this interaction, Ms*** switched her plan to the newer version of our gigabyte Shared Connect plan. The cost for this newer version was $for gigabytes of data, and $per smartphone line. The discount for Ms***’s line ending in *** switched from $to $per month, and at that time, she still received a 100% discount on her line ending in 9511. The new cost for her plan, before taxes, fees, and optional services, came to $per monthOn November 20th, 2015, Ms*** financed a new *** *** * * *** on her line ending in ***, and moved that device to her line ending in 9511. On December 17th, 2015, the 100% discount on Ms***’s line ending in *** expired. The new total for Ms***’s plan, before taxes, fees, and optional services, breaks down as follows: Gigabytes = $Line - Smartphone Connection = $Line *** - Smartphone Connection = $- $discount = $Retail Installment Payment = $Line *** - Smartphone Connection = $Total = $In addition to her data plan and three lines of service, Ms*** has added Device Protection to her line ending in 9511, which is $per month. She also uses our Data Controls service, which is $per month. These two additional services bring Ms***’s total, before taxes and fees, to $Each of Ms***’s price plan changes is clearly noted in her account, including our advising Ms*** of the expiration date for her 100% discount on her line ending in 9511. When Ms*** changed her plan in December of 2014, we made a special offer to her so that she could have one of her lines for free for months. This type of offer was made available to her, as she has been with us for a long time. As we grow our business, we often make offers available to attract new customers. Some of these offers are available only to new customers, and some are available to new and existing customers. Competition between carriers increases the need for these types of offers, and also increases the frequency at which we revise our existing plans to ensure that our customers are receiving the best value we can offerWe certainly do not want to lose Ms*** as a customer, however there are no additional discounts available for her lines at this time. Should Ms*** wish to cancel her service, the Early Termination Fees, as well as the payoff amount for her financed device, would be validI sincerely appreciate the opportunity to review Ms***’s 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, *** WCustomer Resolution Support U.SCellular

You would think that a business wouldn't want to lose a year customerBut this company has the worst customer service everYou are treated like a number anytime you callStay away

Initial Business Response /* (1000, 10, 2014/07/11) */
July 11,
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 accountI am in receipt of Mr***'s complaint regarding our special promotion of lines with GB for $per monthMr*** is requesting to use his eligibility and/or rewards points to upgrade to four new smart phones on the $plan
U.SCellular completely understands why current and prospective customers would want to take advantage of our exceptional promotions such as this planIt is never our intention to withhold promotion details or to mislead our customers in any way, and we deeply regret any misinformation and/or misunderstandings
While we acknowledge that, due to time and space considerations, our advertisements *** not necessarily include all of the promotion details, many do make it clear that the details are available at our retail locationsThe details for this particular promotion include the following conditions:
The GB data plan is charged at the full rate of $per month
The discounts apply only to the monthly recurring connection charges for the lines that are eligible for upgradeThe promotional price is $per month, for each of those lines
In order to qualify for the discounts, one of the following requirements must be met:
aCustomer-owned equipment must be used
bCustomer must finance new devices at the full retail prices
cCustomer must pay full retail prices to buy new devices outright
A review of Mr***'s account reflects that three of the four lines are eligible for upgrade, and therefore eligible for this promotion at this timeMr*** has the option of switching to the new plan at the promotional prices on those three lines by using either customer-owned equipment (i.ethe phones that are already on those lines), or by purchasing new devices, under the conditions described above
We have thoroughly reviewed Mr***'s complaintWe genuinely hope that the information we have provided includes adequate clarification to resolve any misinformation and/or misunderstandings
Should Mr*** have any additional questions or concerns, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading the response from US Cellular, *** is still being unclearHe says "A review of Mr***'s account reflects that three of the four lines are eligible for upgrade, and therefore eligible for this promotion at this timeMr*** has the option of switching to the new plan at the promotional prices on those three lines by using either customer-owned equipment (i.ethe phones that are already on those lines), or by purchasing new devices, under the conditions described above
I have understood what the conditions of the promotion are since my first visit to the storeI complaint was and is that the promotion is meant to deceive and is very misleadingIf the lines are eligible for upgrade, I should be able to upgrade, I should be able to get new phonesI have already explained that we do not currently have smart phones and would need to upgrade phones to take advantage of the promotionWhen I go to the store, I am told that I cannot use my rewards points or my eligibility to upgrade phone on this promotion*** in his response says "three lines are eligible for upgrade and therefore eligible for the promotion"In the very next sentence he says that we have to use our existing equipmentWhich is it can we upgrade our equipment or do we need to buy new phones in order to take advantage of the promotion? If three of me four phones are eligible for upgrade under any other promotion I can go in and get the promotional price on whichever phone I pick out some as low as $I also have rewards points enough to get the fourth phone for the same promotional price*** above in the same sentence says that I am eligible to do this and that I have to use existing phones, which is it?
We were told when we originally called about this promotion that we had three lines that were eligible for new equipment and enough rewards points to get four new phonesWe were not told that our eligibility gave us the ability to go onto the new plan but not get new phonesIt was when we went to the store to pick up the equipment this was explainedI have talked to US Cellular employees that tell me that this promotion is deceiving and has upset other peopleIt is so misleading that there own employees do not understand it
I was asking that US Cellular honor what we were told when we originally called about the promotionWhich is that we could use our eligibility and/or rewards points to upgrade equipment AND take advantage of the promotionIf *** looked at our account he probably saw that what we were told on the phone in that original call was noted on our accountWhen we went to the store the sales rep told us that it was noted but we should not have been told what we were told
Final Business Response /* (4000, 18, 2014/07/28) */
July 28,
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 Mr*** rebuttal to our response in which he expresses his dissatisfaction with U.SCellular, and I would be more than happy to further address this matter
It saddens me to learn that Mr.*** is considering other service providers due to a misunderstanding with our current promotionsTo provide clarification, we do offer our 10GB plan for four lines at $per month; this price includes only the plan costIt is only for lines that are currently eligible, and have a device active that they either own, or they are financingThis plan is to promote, and help with the additional monthly costs of financing a device with usIf a customer chooses to finance their device, they are basically paying for the full retail cost for the phone over a month periodWe have no loss on the equipment costs, and therefore, are able to provide these customer's with the monthly connection fee discounts of $per smartphone line, and $per basic phone lineIf a customer chooses to upgrade to a new phone using subsidized pricing, we typically take a loss of around $to $with each purchase of a higher end smartphoneTaking such a loss on the cost of the phone, we are unable to provide the connection discountsThis is not meant to make Mr*** believe that he is not valued or appreciated by us, and we are truly sorry if he has ever been made to feel this wayI hope this explanation provides Mr*** with an understanding as to why he would not be eligible for the $10GB shared data plan after upgrading his lines using promotional device pricing
Although we were unable to honor Mr***'s request of upgrading all of his devices with his eligibility/reward points, and to be placed on the promotionally priced plan for $per month, I would like to reopen the offer that our Customer Relations Department presented to Mr*** on June 22, The offer included making each of his lines (4) eligible, as well a $credit towards the promotional pricing of each phone he upgrades (Example: Subsidized pricing of the Galaxy Sis $199.99, the customer would be able to purchase this for $99.99)The customer would keep the plan they are on, which is our Family 1,minutes with unlimited messaging, and we would add 2GB of data to each lineTheir plan cost would be approximately $per month, excluding any additional features, fees and taxesThis offer would require a new year commitment on each of the lines that they chose to upgradeThe customer *** take advantage of this offer for up to days, and it will expire on August 11, I am grateful for the opportunity to assist with this matter, and would like to tank Mr*** for his loyalty since
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 16, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm done with US Cellular

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

Initial Business Response /* (1000, 10, 2014/02/07) */
February 06,
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 accountI am in receipt of Ms***'s complaint, and I would be more than *** to address this matter for her
In Ms***'s complaint, she states that she called into our Financial Services Department on January 28, and made an arrangement to pay her past de balance on January 31, She called in on the 31st, as promised, and made the paymentOn February 03, the customer's service was disconnected without warningThe customer immediately went to one of our retail locations, where we advised her that we were closing in minutes, and that she should just call into our Customer Service DepartmentMs*** placed a call to our Customer Service Department and after waiting on hold for an hour to speak with someone, she was connected to one of our associates who informed her that we did see the payment, and she would need to choose an active price plan before we could restore her servicesShe was transferred to another departmentMs***'s call dropped as she was holding for our Financial Services Department, so she was forced to place another call, and wait on hold againMs*** would like a credit for the amount that she paid on January 31, 2014, because she was still disconnected as if she had not paid at allThe customer would also like to keep her old planIf we are not able to provide her with this desired resolution, she would like all fees associated with the cancellation of her account waived, and for us to refund her the difference of the price plan cost that she would be paying with another carrier for months
First, I would like to offer my sincerest apologies for the inconvenience that Ms*** has experienced handling this matterI certainly understand that her time is valuable, and I regret to learn of the difficulty she had while attempting to reach an associateI can imagine the frustration she has been caused with this situation, knowing the she satisfied her past due balance on the agreed date and her phone being suspended shortly afterI am truly sorry that the customer has experienced this
I have reviewed Ms.*** account, and I do see an interaction on January 27, with our Financial Services Department where the customer made an arrangement to her balance of $that was due on December 26, 2013, and her balance of $(total of $211.20) by February 03, Ms*** did call in on January 31, and made the payment of $On February 03, 2014, we mistakenly suspended Ms***'s account for non-paymentOn the same day, we reactivated the customer's accountThe temporary suspension did not require the customer to switch price plans, and she is currently on our promotional unlimited minutes and messaging at $per month that she has been on since September 03, I am truly sorry for the miscommunication that caused our customer to believe that she was required to pick a new price plan
Because I understand the customer's frustration, and I know the inconvenience she was caused, I have applied a $credit to her accountThe customer's new balance is $due by February 19, I will be unable to provide Ms*** with her desired credit of $211.20, as this balance was for services that were provided to herWe did mistakenly suspend the customer; however, we did restore the customer's services as soon as this error was brought to our attention because she had made the paymentWe allowed the customer to pay her earlier statement days past its original due date, and because we made that arrangement with the customer, she was not penalized for the suspension, as she had satisfied her balance on the set dateWe hope Ms*** will accept our apology for this system error, and have her trust restored in U.SCellularWe do greatly value her as our customer, and would be saddened to see her go
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** M
Customer Resolution Support
U.SCellular

I have not been happy with the way USC represents my data usageI have started to track my data to find out USC is inconsistent when providing the "75%" "100%" data usage textThey also hide the overcharges of data within the billThe inconsistency is bad all around and USC finds ways to get you to pay the extra dollar