US Cellular

Initial Business Response /* (1000, 5, 2014/03/04) */**March 4, 2014**Revdex.com of Chicago*Attention: ***N Wabash Avenue Suite *Chicago, IL 60611* *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the above accountWe are in receipt of Ms*** complaint in which she states that her February payment was automatically withdrawn from her account, which was deactivated in January of She states she had followed up multiple times and keeps being told that the refund takes two to three weeksMs*** continues by stating that we are way passed that deadline and she continues to be told the same time frameShe states her last call was on March 3, Ms*** desired resolution is to receive the refund of $that she is owed**Ms***I recognize the frustration that receiving the same information repeatedly with no results can causeI am happy to review Ms*** account to provide information which she may find helpful.**Ms*** account was impacted by a sale of her local area to SprintThis sale was finalized on May 17, Her bill was generated on May 20, 2013, with new charges of $to be deducted per her automatic payments on the due date of June 9, As of June 4, 2013, Ms*** ported her phone number to a new service provider, cancelling her account; however this does not cancel any pending automatic paymentsHer final bill generated on June 20, and reflected a credit balance of $This was due to prorated credits for services from the date of cancellation, June 4, through the end of the billing cycle for which she was billed in advance, June **Ms*** contacted Customer Service on August 28, inquiring on when she would receive the refundTypically, when a cancelled account has a credit balance the refund check is automatically released to the billing address on record within six to eight weeks, which is what she was informed at this timeAs it turns out, due to a billing system transition that occurred in July of 2013, this automatic refund process was not in placeI sincerely apologize that this information was not provided to Ms***Ms*** next contacted Customer Service to inquire again about her refund on December 17, At this time a manual refund request was submittedOn December 27, 2013, a representative worked the refund request on her account and regrettably it was not processed correctly, thus no refund check was issuedDue to the excessive amount of time that Ms*** has been waiting on her refund, I contacted our Financial Service Resolutions team directly todayThe refund check was submitted for printing today, and will be mailed to the billing address of record on Ms*** accountThe basic time frame to allow is two to three weeks to receive the check in the mail; however the representative informed me that the customer should receive the check within one to two weeksAgain, I apologize for the extreme delay in getting this refund for Ms***I can certainly understand her frustration in this matter, and I hope this information has been helpfulShould Ms*** have additional questions, she may contact our Financial Services Department at (***We are always happy to help.**Sincerely,**Sonya P*Customer Resolution Support*U.SCellular***Final Consumer Response /* (2000, 7, 2014/03/05) */*(The consumer indicated he/she ACCEPTED the response from the business.)*

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

Initial Business Response /* (1000, 10, 2014/06/11) */
June 11,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:***
Customer's Name: ***
U.SCellular Account Number:
NA
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms*** complaint in which she states when she and her mother in law went into the U.SCellular store to get service, she informed the sales representative that the online coverage map showed their home address to get "Fair" coverage, yet the sales representative said the coverage would be "Better", so they proceeded with obtaining service and signed three contractsShe states from the beginning none of the lines were getting good signalsMs*** continues by stating that when she called to complain, she was sent to a corporate office in LynchburgShe states the sales representative at this location checked the coverage map and informed her that the coverage would only work outsideShe states when she inquired about cancelling the contracts she was advised it would cost over $per lineMs*** continues by stating she contacted Customer Service several times requesting to be contacted by corporate yet never received a call backShe states there is too much to the whole story to write, and would like to have someone call her so that she can explain everything, as this has been going on for more than a year nowMs*** states there are days where she has no connection at all, and this is her only phone and she lives in the middle of the woodsShe is concerned that she would not be able to get help in the event of an emergencyMs*** continues by stating she has never seen the 3G service indicator on her phone, and has to use her home through the phone to be able to get it onlineMs*** desired resolution is to have the contracts cancelled without penaltyShe would also like to receive phones equivalent to what they have currently which will work with***She states she just found out that our phones cannot be used on any other network
Ms*** I can understand Ms*** frustration with this matterI understand the importance of having reliable service for her cell phone and I am sorry to hear of the problems that she and her family have experiencedI would be *** to review the account to provide additional information regarding this matter
We have reviewed Ms*** concernsAs requested, I did attempt to contact two numbers on the accountI was able to reach the account holder, however she was unable to talk at that time, therefore I was unable to obtain her permission to work with Ms***Unfortunately, Ms*** is not authorized on the account in question per the account recordsBecause we value the security of our customers' information, we will require the Accountholder or/and Authorized User contact U.SCellularThey *** 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 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
Initial Consumer Rebuttal /* (3000, 12, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they look in their own records they will see I was put on the account to handle these thingsOne call in I argued with the customer service operator over the fact I said *** s S'S last in the wrong order...I don't even know my mother's last 4...it wasn't supposed to be that anyway for my code it was supposed to be the last of my number..it's important to know I that the day period that we had to cancel was nothing but storms...none of us could get signals...they said it was OK that they would still help us.im Going to have Mrs *** call one more time to give me permission to handle this ...but I don't want it to be with just them.I want you to stay involved , for the simple reason that we are all over it.you know *** pays dollars a month for data...Most of mine isn't used cause I have to wifi in AND *** doesn't know how and has never used her dataI refuse to let go...oh by the way the customer service straight number...you are usually on hold for over an hour..then they never connect to COOPERATE...SO AT THIS POINT THAT IS WHERE WE ARE
I won't do any more time with customer service..I've gotten NO WHERE...you know that when my first Galaxy Sburnt up and I mailed it back ..they tried to charge her over ...When I called the customer service lady said and I quote" Just cause we have it doesn't mean we have it"so Mrs *** will do the call just to play the game..but she's only given permission so we the Revdex.com and me *** *** can finish this
Hello again.as I said miss *** called in...wait till you hear this...she tried to make sure that I *** *** was on their authorization list for the account..they had a *** as the authorized user...then when she was talking we got disconnected..do you think they called back...of course not
Final Business Response /* (4000, 19, 2014/06/23) */
June 23,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: ***
U.SCellular Account Number: XXXXXXXXX
Name on Account: *** ***
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms*** rebuttal regarding her accountI understand that she was not satisfied with our prior response and I'd be more than *** to review her account for a satisfactory resolution
I have reviewed the address on the account and verified that Ms*** is in the better coverage area; which we define as being able to place a call outdoors or in a vehicle, but *** not get service in some buildingsThis can be verified on our coverage map at http://www.uscellular.com/storefinder/index.htmlMs*** states that we were aware of the coverage in her area and we showed her something differentI understand that Ms*** believes that she was given fraudulent information regarding the coverage in her areaI understand the importance of having a good working phone especially in a case when this is your only reliable sourceOur coverage map is an outline of what we can expect to receive in specific areas and cannot be changed by an associate at any of our store locationsOur store associates at the time of sale will base our recommendations with this map unless they are familiar with the area and are aware of any known issuesWe will never offer customers service that is not qualified to provide exceptional serviceIn addition we also offer our Excellence Guarantee, this will allow the customer the time to test the area for any issues and confirm that U.SCellular is the best fit for their needs
Currently Ms*** is past this period as she is over a year into her serviceWe may still extend our offer to assist Ms*** with a working phoneShe will have to go through the process of troubleshooting, testing out a loaner phone, and based on the outcome we may replace her phone with a used model that works better in her areaMs*** also states that she does not believe it is a fair swap, going from a new phone to a used phoneOnce a phone is taken out of the box and used for any reason it loses its new value and is considered usedFor this reason when a swap is offered it will be an even swap of used for used equipmentIf Ms*** will like to take advantage of this offer she may visit a retail store in her local area to start the process
I would also like to apologize to Ms*** regarding the confusion behind her authorization on the accountAt the time of her addition to the account, it seems that her name was misspelled from ***Over the phone when pronounced she was accepted as verified, but over written notification it is taken as two different names and we are unable to assume that it is the same person for security of the accountWe take every precaution necessary to protect our customer's accounts and I apologize for any inconvenience this may have causedAt this time, I have verified that this has been corrected and she will no longer have any issues accessing the account
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 17, 2014/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please tell me this is not a joke...EVERY SCREEN IN EVERY STORE WE WENT TO WAS DIFFERENT..WE WERE TOLD THAT WE WOULD HAVE THE BETTER COVERAGE...NOT THE OUT SIDE OR IN A CAR.they knew from the get go that the screen at our home said poor and the salesperson showed us a screen which was different..waiting for storms to pass *** we all figured it had to be the weather (which Can be verified..If someone would do the GOOGLE! .THE FACT THAT WE DROVE TO LYNCHBURG AND AGAIN THE SCREEN SAID A WHOLE OTHER THINGDIFFERENT LOCATIONS..AND THE CUSTOMERS SERVICE SAYS WE WE'RE NOT ON THEIR SCREEN..HELLO! It's fraud...they sell you a chocolate cone but you get vanilla..There is no *** ...yet according to the records she was in control..This is beyond ridiculous.I have not gone to the news or the paper...I could..I just want what we were told we were getting..full 4G service...and we are not...I've never seen 3g...Most of the time we have to be outside to hear if we get a call*** has to keep her phone on a chair near the glass door to answer a call if she has any signal...oh yeah the Motorola they gave her...was used and they took her brand new galaxy s4...NOT A FAIR SWAP!!!

October 24,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
Customer's Name: *** ***
U.SCellular Account Number: ***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of *** *** rebuttal where he states that he submitted his first contract retrieval request or months ago, and that the first request was submitted through a store managerHe further states that he wants to know why he had to pay $for the tablet when we value it at $270, as well as how we determined that the access charge is listed on his contract*** *** wants to know why he has to resubmit a contract retrieval request if we already know that the access charge is listed on the contract he signed
I would be happy to look to look further into *** *** account to answer any further questions that he has on this subject, and I apologize for the continued frustration that *** *** is experiencing with this issue
I sincerely apologize that *** *** first contract retrieval request was not documented on his accountDue to it not being documented, I am unable to determine who I should contact to see if they ever received a copy of your contractAlso, as I explained in my first response, the second request for your contract was documented on his account, but as that associate is no longer with the company, I have no way to contact them to receive that document
At the time of the purchase of those tablets, the ** * Pad LTE was valued at $290, but it has since gone down in price like all electronics do after a certain period of timeWhen I said that the value of those tablets is $270, I was quoting the current price for that tabletI apologize for any confusion that this caused with *** ***
As to how I know that the access charge was listed on the contract that *** *** signed, as I stated in my first response, the draft is saved on his accountThis draft is what our stores print out to have the customer sign when they purchase equipment for their accountThe reason that I do not send this draft to *** *** is because his signature is not on the documentHowever, I have gone ahead and submitted a request to have the signed document sent to me so I am able to see if this charge was listed on his agreementWhen I receive this document, I will review the charges listed and send a copy to *** *** address that is listed on his accountIf, as he says, that the charges are not listed, then I will remove those charges from his account and credit the prior months that he has already paid for
We have reviewed *** *** rebuttal and will wait until the contract retrieval request has been received before making a final determination on his accountThe turnaround time for this request varies from a few days to weeks, so I ask that *** *** please be patient while this document is searched for
If *** *** has any further inquiries or concerns, he can contact our Customer Service Department at *** and we would be more than happy to assist him
Sincerely,
*** **
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2014/08/11) */
August 11,
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 Mr***'s complaint regarding deceptive advertising and our coverage areaI will be *** to review his account so that I *** address his concerns
Ms*** we would like to sincerely apologize to Mr*** regarding the confusion surrounding his price plan and U.SCellular's coverage outside of his home areaIt is not our intent for the coverage map to be confusing
We completely understand Mr***'s concern about our advertisements not including all of the conditions and requirements of the promotionAll of our advertisings direct the viewer/listener to the store for full detailsWe ask that Mr*** please understand it is never our intention to produce misleading advertisements; however, adding all of the details to each advertisement would be impractical and inefficientNevertheless, we do take it under advisement that Mr*** and others he has spoken with find our advertisements for this particular promotion misleading
I am not sure what plan and provider Mr*** previously had, so I am unable to speak to the amount he would be saving each monthI can however assure him that at the time any customer decides to purchase equipment or start service with U.SCellular we meticulously document all charges and credits that will apply to the monthly bill, which the Account Owner has to sign when the service is startedWe sincerely apologize if there was any misunderstanding surrounding his monthly costs
After reviewing Mr***'s account I can advise him that he will be refunded for charges except for charges related to his service from the date 7/16/to the date that he canceled 7/25/He will also be liable for a restocking fee of $per lineAt this time the final bill has not been generated for his account
Again, we are sorry for any confusion this matter *** have caused Mr*** should he have additional questions he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Now they're going to charge me an even higher restocking fee!!! Online it says their restocking fee is $per device! Again another lie! And if they're still charging me the restocking fee and for usage then they ARE NOT refunding me anything at all and they're going to charge me MORE in fees which was a result of bad advertising and misleading explanation online of coverage area that they have admitted to! So they admit they are wrong and their way of making it better is by charging me more!?! I am 100% DISSATISFIED with this response!
Final Business Response /* (4000, 14, 2014/08/14) */
August 14,
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 have received Mr***'s rebuttal in regards to the restocking fee of $and a refundHe stated the restocking fee is $on our websiteHe also stated that if he is charged the restocking fee for each device and for his usage, then we are not refunding him
I am truly sorry that for the brief time Mr*** was our customer, his experience has been extremely frustratingI am also sorry to hear Mr*** felt our previous response was dissatisfyingI appreciate the opportunity to respond to his complaintMs*** I would also like to address Mr***'s concern about our coverage from his initial complaint
When it comes to cell phone coverage in the Continental United States, there is no cell phone provider that has a cell phone tower in every placeEvery cell phone provider has designated home area where its towers are basedCell phone companies enter into roaming agreements with competitive cell phone providers which allow customers to have service away from their home towerHowever no cell provider, including U.SCellular, can guarantee the quality of service when a customer is using a cell tower made for another provider or when the customer is outside of their home area
As an example, it is my understanding that Verizon is the largest carrier in the United StatesEven as the largest carrier, there are parts in the U.Swhere their customers would use extended coverage or roaming serviceOn our website, when you select coverage, then data, you will be able to see where we offer 4G LTE Data Coverage, and 3G Data CoverageWhen you look at the coverage map, it would appear that our 4G LTE Data Coverage pales in comparison to the 3G Data CoverageThe majority of the 3G Data Coverage areas on this map is not our home area such as Florida and TexasWe offer 4G LTE Data Coverage to 90% of our home areasBasically, this map nearly pinpoints most of U.SCellular's home area
In regards to the restocking fee, I have confirmed that the restocking fee for returned equipment is indeed $not $I sincerely apologize for any misinformation givenMr***'s final bill should generate around August 23, On this bill he will be credited from July 26, to August 17, because the account was active from July 16, to July 25, The final bill will have a credit balance, and this will reduce the current balance so that Mr*** is only paying for the service he usedWe hope the information provided was helpfulThank you for the opportunity to address this complaint
Sincerely,
***
Customer Resolution Support
U.SCellular

My family and I had been customers of US Cellular for over yearsIn the past few years, we have had many problems with the companyWe were victims of the billing system fiasco, not updating name and address when company policy was followed, data overages misrepresented, and changing our plan without a signed contract
Because of this, we cancelled our planWe tried for days to get our final bill and were told by all that we had to waitToday we found out the company has been sending our invoices to an outdated address, charged us a late fee, and are days from sending us to collections due to their error in updating our address when we followed the policy to do so timesWe believe this has been resolved, as of today, but we would NEVER recommend this company to anyone

Complaint: ***
I am rejecting this response because: US Cellular withheld information about phone compatibility with their network. Neither of the three phones we purchased have full functionality on the US Cellular network - we purchased same brand of phones we had on ***. THIS IS A SAFETY ISSUE due to my frequent supervision of traveling public school students.
Further, we continue to have dropped calls, slow texts which sometimes don't send at all, voicemail that comes in an hour after call is made, calls that don't connect - all within city limits of Tulsa, OK1. Request immediate release from further payment obligation on phones (2- *** 6S Plus, *** *** S-7)
2. Allow us to return all three phones and tablet to US Cellular without further obligation upon our receipt of rebate which is currently in process (required waiting period)
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2014/03/27) */
March 27,
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 account
I am in receipt of Ms***'s complaint stating that she made a payment with us for $and then My Account drafted a payment for $a few days later causing her account to overdraftMs*** would like to have the money refunded in addition to that she would like a refund for overdraft fees
I certainly understand the financial strain an error like this can causeI apologize for the error and the fact that Ms***'s account became overdrawn as a result of the errorI am *** to review Ms***'s account to address her concerns
Ms***as Ms*** stated, I show she made a payment of $on 3/20/through our Customer Service TeamI show that on 3/19/a payment was scheduled in My Account to process on 3/25/which is the reason for the second payment that was drafted in the amount of $All scheduled one time payments are made in My Account either by the customer or someone with access to their My Account login informationThis error occurred as a result of a scheduled payment in My Account and then the following day making a manual payment via phone all while the scheduled payment was still setup in My Account
I show that we have submitted a case to refund the overpayment to Ms***'s accountThis can take to business days to process which is the information that was given to Ms*** when we spoke with her via phoneI do apologize for the timeframe that it takes to submit the funds back to her accountI show that we gave Ms*** a courtesy credit of $which will help offset some of the overdraft fees that she will incur as a result of the double paymentThis courtesy credit cannot be given to Ms*** as a deposit in her bank account but it will remain on her cellular account to help lessen the following billI recommend if a payment is scheduled in the future that it be cancelled if another payment is made to take its placeI do apologize again for all the financial strain and frustration that this has caused Ms***
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, 2014/04/11) */
April 11,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** D ***
U.SCellular Number: XXX XXX
XXXX
Dear Ms.***
Thank you for contacting U.SCellular(r) in reference to the above accountI am in receipt of Ms***'s complaint and I am *** to review her accountI understand that Ms*** is upset with the way things were handled when her and her daughter went into one of our storesOne being that her daughter has been authorized on her account since day oneI am sorry to hear that when they went into the store for assistance regarding a phone that had issues, they were given nothing but problemsThe agent ultimately locked up her daughter's phoneThey had to go to another store a few miles away for a loanerI apologize for the rude treatment they encountered as well as the inconvenience for them having to go to a different location for assistanceShe also mentioned that while her daughter's phone was not working, she missed a call regarding her daughters careI can truly relate with that, due to being a parent myselfI hope everything was ok
Customer satisfaction has always been our highest priority and it appears that we did not meet these expectations
Ms.*** due to the daughter's name not being given; I am unable to see if she is authorized
I have reviewed Ms*** account and see that she called in on April 3, and added an authorized user to her accountThe following day one of our representatives called Ms*** to follow up with her with the phone issue she had
Ms*** stated that she had gone back to the store and was able to get the phone workingShe also mentioned that she was not pleased with having to make trips to the store before having her phone workingThe representative offered her a credit of $to cover the gas she had to use, she accepted and the case was then closed
Ms*** states, she is requesting a credit on her account, which one had already been given on April 3rd in the amount of $
I have issued an additional credit of $and the updated balance due is $I trust that the additional $credit has resolved this matter to Ms***'s satisfaction
Ms.*** should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2015/07/24) */
July 24th,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number:***
Customer's Name: ***
U.SCellular
Account Number: XXXXXXXXX
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint which states her dissatisfaction with the removal of a promotional discount on her account and the concern that our store representative advised that this discount would never be removed for the life of the planMs*** states that she was advised the cost of her monthly bill would be $and would never rise as long as she did not make changes on her account, with the understanding that her discount was permanentIn receiving a letter from U.SCellular(r) recently, Ms*** is now aware that this discount was promotional and requests to have her bill permanently lowered to $as she was promisedI appreciate the opportunity to address these concerns
I can definitely understand Ms***'s frustration with this situation and the potential increase of her monthly cost contrary to what she was advised in storeIt is truly never our intention to mislead our customers or cause an inconvenience or concernWe understand the importance of maintaining household costs these days and keeping bills as manageable as possiblyWe sincerely apologize for the frustration that Ms*** has experienced
In researching the account I see that the associate whom assisted Ms*** the day her promotional discount was applied, was contacted personally as she advisesThis associate documented the account and advised that the discount was in fact to only last for a one year period and requested the assistance from her leaderAn associate at our corporate office made contact with Ms*** on 7/23/and offered to apply several discounts to her plan in order to maintain her current costMs*** has been advised that these discounts will be removed in months, which will raise her monthly cost to $per month before taxes and feesPer our documentation from the corporate office, this resolution was understood and agreed upon
I am very *** to see that we were able to resolve Ms***'s concerns and hope that this offer was to her satisfactionShould Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXXHave a wonderful day!
Sincerely,
***
Customer Resolution Support
U.SCellular

The warranty as stated on the back of her invoice is a repair warranty and must be brought back into a Brake Masters locationThe warranty is a replacement parts warranty and we do not offer a refundThis was explained to the customerWe will continue to honor the warranty as it applies

Initial Business Response /* (1000, 10, 2014/09/04) */
September 4,
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 Mr*** concerns regarding being given the incorrect overage rate for his dataMr*** would like a refund of the money he has paid for the plan
Ms*** I can certainly understand the frustration associated with being given the incorrect overage rate for the data planI do apologize for any misinformation that Mr*** *** have receivedI am *** to review the account and address Mr*** concerns
Ms*** I show that on 8/18/we spoke to Mr*** in regard to a data block that was added to his accountMr*** contacted us due to his data not working and we read the terms and conditions of the usage based on the plan that he had active at that time which was based on the $per GB overage rateI show that Mr*** ended up ordering a new device with us later in the day on 8/18/to eliminate his need for two modems he ordered a hotspot and changed his data plan to the 10GB data packageWith the new plan came a new overage rate as the previous rate was based on the old planThe new plans overage rate is $per GB over the allowed 10GB of dataTo avoid any overage rates Mr*** could have at any time increased the data in his plan
I show that on 9/2/we discussed plan options with Mr*** and even offered a courtesy rerateWe also offered to change Mr*** to a plan that would accommodate his usageI show that Mr*** declined the assistance we offered to rectify any misinformation regarding data overage ratesOn 9/2/I show that our Customer Relations Team spoke to Mr*** and offered to cancel the service without an early termination fee if Mr*** would return the deviceI show the service has been suspended and a return label has been sent to Mr*** to return the deviceOnce we receive the device we will cancel the account without an early termination fee
Ms*** since the service was used we will not refund the monthly fees that Mr*** has paidSince we have the services suspended we will no longer bill monthly service fees to the accountAll charges accrued prior to the suspension of service are Mr*** responsibility
Should Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/07/24) */
July 24,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account
Number: XXXXXXXXX
*** ***
Thank you for contacting U.SCellular in reference to the above accountI have received Mr***'s complaint in which he explains that his wife passed *** shortly after upgrading his family's planHe states that he had informed the associate in our RadioShack store location that his wife was ill and would probably pass *** to which he says he was informed that it would not be a problem and that the line could be cancelled once she passedMr*** continues by stating that he has contacted U.SCellular multiple times to have his wife's line cancelled showing proof that she has passed *** and has been informed that to cancel the line he would be required to pay for his wife's phoneHe continues by stating that he does not plan to return the phone and does not feel he should pay the amount requested for the phoneMr***'s desired resolution is to have the phone cancelled
I would first like to express my condolences for the passing ** Mr***'s wifeI know how hard it is to have to deal with the loss of loved one, especially a spouseI wish for strength and peace for Mr*** and his son's during this hard timeI would also like to apologize for any confusion or frustration that *** have been caused while trying to get his wife's line cancelledI am *** to review Mr***'s account and assist him
In review of the account, it is noted that on June 17, 2015, Mr*** called our store location and inquired if any lines on the account we eligible for upgrade and if Device Financing could be done on the accountMr*** was advised that he could use an alternate line on his account for the upgradeMr*** mentioned that his wife was in hospice careMr*** was then informed that since he had Power of Attorney that he could sign for a Device Financing on the account
On June 18, 2015, Mr*** submitted a request to upgrade the cell phone number ending in -By June 19, 215, the line had been upgraded to the Samsung Galaxy SThe phone was then moved to the number ending in -The line ending in -was upgraded under the Device Financing Program which requires a Retail Installment ContractWith Device Financing, customers are billed a set amount for the phoneThe taxes and any applicable deposits are paid upfront and the remaining cost of the phone is divided over several months to pay the remaining cost of the phone while the line is activeThe Retail Installment Contract is non-transferableIn this case, Mr*** signed a Retail Installment Contract stating that he would pay $for months towards the total $cost of the phone on the -while the line was active with U.SCellular
A few days later on June 23, 2015, per our notes, Mr*** contacted U.SCellular to advise that he wanted to cancel his wife's cell phone line as she had passed *** It is noted that since Mr*** was unable to verify the account information, he was referred to the store location with a valid photo ID to receive assistance with the accountAs general information, Mr*** was advised that he would either need to return the device or keep the line active
On June 25, 2015, it is noted that Mr*** visited our store location and once again advised that his wife had passed *** At this point, Mr*** was advised of the Change of Ownership processThe Change of Ownership process allows customer to take responsibility of another customer cell phone number(s)This same day, it is also noted that Mr*** was advise that in order to stop the Device Financing on the line (-XXXX), the phone would need to be returnedAfter declining to return the phone, Mr*** was then advised that in order to keep the phone he would need to pay the remaining payments for the device for the line to be cancelled
Our next communication with Mr*** was on July 1, Mr*** once again contacted us to cancel his wife's line (-XXXX) due to her passingHe was connected to our Customer Relations DepartmentUpon speaking with this department, Mr*** was once again advised that he could pay the Retail Installment cost off for the line to have is cancelled and keep the phone or return all the phones with Retail Installment Contracts and have the account moved over to his name with previously owned equipmentHe was also reminded of the remaining Retail Installment costs for all of the lines that contained oneMr*** declined the options and requested to speak with a supervisor
Upon speaking with the supervisor, Mr*** was provided an alternate optionThe supervisor decided to meet Mr*** provide a credit to the account to help with the cost of the phoneA credit was applied to the account in the amount of $This amount would have been applied against the current balance on the accountMr*** had stated that he already mailed the payment to cover his billTherefore the credit would have remained as on Mr***'s account to allow Mr*** pay of the cost of the phone, leaving the credit to apply to his next billHe was then connected to our Customer Relations Department to complete the cancellation
Upon being connected to our Customer Relations Team, Mr*** was once again advised that he would need to pay the cost of the phone in order to have the line cancelled and the credit applied would go towards the balance on the accountHe once again declined to pay for the device
As of today, the line that belonged to Mr***'s wife (ending in -3041) is still active with U.SCellularAs you can see from the above information, Mr*** has been advised of different options in regards to having his wife's line cancelled and Mr*** declined them all
As per the Retail Installment Contract signed, Mr*** is responsible for the remaining cost of the phoneAs long as the line is active, the cost can continue to be split over the months agreedHowever, if the line is to be cancelled, the remaining cost is due to at that timeI have included a section regarding this matter below
"Default: You will be in default if you, (a) fail to make any payment when required, (b) violate any other provision of this Contract, (c) become the subject of any bankruptcy or insolvency proceeding, or (d) dieIf you are in default, to the extent permitted by applicable law, we *** require you to pay immediately the entire unpaid Amount Financed as well as our collection costs, attorneys' fees and court costs related to enforcing your obligations under this ContractIf this Contract is entered into in Iowa or Wisconsin, we will not require you to pay attorneys' fees."
As an alternative, Mr*** has been allotted the opportunity to return the phone and not be held accountable to the remaining costMr*** has declinedI certainly understand that there *** be some very special videos or photos, etcof his wife on the phone that he wishes to keepFor this, I would recommend that Mr*** have this information transferred to a different phone or device or forwarded to a specific email account to ensure that this information is save for future viewThis way Mr*** continues to have these special documents and can return the phone
Regrettably, we are unable to meet Mr***'s desired resolution to simply cancel the line until Mr*** either returns the phone or makes payment for the remaining cost of the deviceI hope that this information provides more clarity into our decision and is found to be helpfulI appreciate this opportunity to review his account and address this matterIf Mr*** should have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the above information is correct! But 1st of all I was told at the store there was no worries that when my wife passes *** line would just be unhooked2nd I took my wife's upgrade, there for its my phone that I should have to turn in not her phone that is a couple years old3rd I was told at 1st it was I would have to pay in which I finally agreed to but when I got transfered to another person it went to 499! Out of all the banks and bills I have had to deal with transferring things over with this by far is the worst experienceAll this over a phone! I am done dealing with this and have chosen to move on and keep phones for my boys and ICrazy what companies will do to make a dollar

Initial Business Response /* (1000, 10, 2015/05/19) */
*** 19th,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** *** ***
U.SCellular Account Number:
N/A
Dear ***,
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of *** Anthony *** correspondence in which he states that his phone has been showing a new voice mail notification but when he checks his phone, there are not any new messagesMr*** states that he was not helped when contacting us about this issue due to not being authorized on the accountAnd finally, Mr*** also states that the account was supposed to receive a contract buyout rebate credit and has yet to get anything
I can understand Mr*** frustration when not receiving help with his phone and also not receiving any new information regarding a rebate that was requestedWe sincerely apologize for any frustration or inconvenience this *** have caused him
Ms***, I hate to see that we were not able to help Mr*** during his initial contact to us for issues with his voicemailI would like to let Mr*** know that from experience, the voicemail notification can be cleared from the phone from a few steps takenMr*** would simply need any person to call his phone and leave a new voicemailOnce this is done, Mr*** *** need to call his voicemail box and listen to the new message and then erase itThis should ultimately clear the erroneous notification that has been showingHowever, if the problem persists, Mr*** would need to be an authorized contact so we *** work with him to do further troubleshooting and get to the root of the issue
We have reviewed *** *** *** concernsI regret that after review that we found that *** *** *** has not been authorized on this account by the account ownerThis *** be necessary in order to review and determine any information specific to the contract buyout rebate that Mr*** has questionedBecause we value the security of our customers' information, we *** require the Account Owner or and Authorized User contact U.SCellularThe account owner *** 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 Consumer Rebuttal /* (3000, 12, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand and know how to clear the blinking lightThe problem is the voicemail icon is still in the upper left hand cornerThis has been almost weeks with this problemI tried calling my voicemail from a different phoneThat did not fix the problemThe first lady that I spoke too fixed my phone and was done with this in minsYou say "Because we value the security of our customers' information, we *** require the Account Owner or and Authorized User contact U.SCellular"Please explain to me what "Security" has to do with fixing my phone? I am not asking to change the plan, I am not asking for personnel information, I am not asking for billing information.I am asking that you fix MY phone! *** never once said sorry for the second customer repI called hanging up on me!! No need to now, I know what kind of service I *** receive from U.SCellular!!! My phone is not the only with this problem, The first rep said they have been getting a lot of calls about the same issueSo if you don't want to fix my phone then don'tI am not going to have *** (Account Owner) call you, so that you can call meIts a waste of ***'s and my timeI now do regret switching from ***
Final Business Response /* (4000, 14, 2015/06/02) */
June 2nd,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
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 account numberWe are in receipt of Mr.***' correspondenceI am in receipt of Mr.***' complaint in which he states that he is still experiencing an erroneous voicemail notification showing on the upper part of his phone's screen and has now shown this way for two weeksMr.***' also does not understand why we stated that we value the security of our customer's accounts when he is not requesting any account changes, personal information, or billing informationAlso, Mr.***' states that the first associate that he worked with mentioned that there have been many occurrences with voicemail notification issueMr.*** requests that we fix his phone
Ms***, we are deeply sorry for the way that Mr.*** was treated when his call disconnected previouslyWe never intend for any of our customers to feel as if this is done on purpose and do our best to call customers back, but in some situations, the associate *** not have the opportunity to call the customer back while in queueWe would also like to apologize for the timeframe that Mr.*** has been having issues with his phone
We have reviewed Mr.***' concernsI regret that after review that we found that Mr.*** has still not been authorized on this account by the account ownerMs***, the purpose for asking Mr.*** to have the account holder contact us to have him added as an authorized user is in response to two different parts of his original concerns statedThe first one being that the troubleshooting steps that were given in my original response were as much information as we can give without accessing the account to do any further technical review to get to the root of the issueThe second concern that Mr.*** stated was regarding not receiving rebates that were submitted forIn order to review rebate submissions and find out any resolution this would also require us to have account access to look into specific detail
Ms***, I greatly appreciate being able to address this matter for Mr.***We have provided as much information as we can without accessing the account to help Mr.*** with his phoneMr.*** has stated that he *** not ask the account holder to contact us to have him added as an authorized userMs***, at this time, we respectfully ask that this matter be closedAgain, because we value the security of our customers' information, we *** require the Account Owner or and Authorized User contact U.SCellularThey *** 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, 2014/03/04) */
March 4,
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(r) in reference to the above accountI am in receipt of the complaint made by Mr*** and I am *** to review the account and information providedMr*** begins by explaining that he went into a U.SCellular(r) store in Lynchburg, VA to move his line from his mother's account to his fiancé at the time accountThis was in July and he was told that the computers were downAfter an hour, the store took his name and told Mr*** that they would call him once the systems were back up and workingLater that evening, Mr*** went back into the store and the systems were up workingMr*** states that the associate that was helping them did not know what she was doing and kept leaving them to ask other associates questionsMr*** wanted to keep his current number ending -*** and they signed a form to do soHe later found that his mother's signature was also required on the formMr*** states that he was told it would take two weeks to get his number after he argued with U.SCellular(r)Mr*** states that he still has not received his original number since JulyHe also states that they have been charged for three lines, but they only have twoMr*** has been back in the store numerous times, only to hear the same information, that there is a pending order stuck on the account preventing any other changes to be madeMr*** asked the store what to do about the outstanding balance on the account, and the store advised them not to pay the bill until we could figure out what they actually owedMr*** stated that the account was suspended for non-payment on February 26, Mr*** states that we want to charge them fees for the suspension, even though he has had ongoing billing issues for the last eight monthsMr*** has requested that resolve this issue for him as well as keep his temporary number opposed to his original number since he has used it for so long at this pointHe also wants a refund for his time and money spent to resolve this issue
Ms.*** I cannot even begin to express how irritated I am to hear that Mr*** has had so many problemsCustomer satisfaction has always been our highest priority and we have not provided that in this situationBilling issues were never our intention for our customers, and it saddens me to see how Mr*** has been affectedAccording to our records, the line ending -*** was moved to this accountHowever, after this was moved, there was an error on this account that kept this line from being utilizedThere has been a stuck order in our system which is an error that we cannot controlThis order has been keeping any changes from being made to Mr***'s accountThere are numerous memos on the account that show we have been working n resolving this issue for some time and have not found a resolutionMr*** is currently using his temporary number that he was given, as well as his wife's original line that was on the accountThe third line that is on the account is his old phone number that was transferred and has not been able to be usedAs mentioned above, the stuck order has been preventing us from making any changes on the account, including cancelling the additional lineThis is why Mr*** has been paying for three lines and only using two linesWe apologize for the original misinformation that Mr*** received in store when trying to transfer his line to the new accountWe require the account holder on the previous account to sign the paperwork; in this case, his mother was the account holderThis is a legal requirement since she was responsible for this lineThat does not excuse the fact that we did not advise this until late in the process
We appreciate Mr*** giving us the opportunity to keep his business after all the trouble that he has gone throughTime is not something that U.SCellular(r) can place a value on since we only charge for cell phone services providedWe will adjust any and every charge that Mr*** has been billed incorrectly, as we have up until this pointAt this time, I have escalated this issue to the highest priorityI am receiving updates every twenty-four hours until this account is fixedOnce the issue is resolved, we will be in contact with Mr*** to explain the resolution in an attempt to continue as his wireless providerRegrettably, we still have no timeframe on the resolution in this matterWe hope that it will be soon
Should Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)
Final Consumer Response /* (3000, 12, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the problem of the pending order I have heard the problem is the order every time I have been to the storeThe last time I was in store they advised me the order was put in July and did not get opened and looked at until DecemberMe and my wife fell as if US Cellular has broken the contract on there part due to not being able to solve a simple problem in my eyesIt's not only my line that is messed up my mother is still having problems from this situation and has canceled her account And still battling with US Cellular over money and we just fell US Cellular has broken their end of contract and wish to cancel or services with them and pay no canceling fees and only pay the $dollars we owe for the months owedAt this point after hearing the same response over and over and no corrective action taken this is the only solution in our eyes and I will never recommend US Cellular to anyone ever
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: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXXX
*** ***
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr***'s rebuttal to this complaintAccording to this rebuttal, Mr*** is not satisfied with our previous responseI understand how receiving the same answer over and over, can be taxingMr*** and his wife believe that U.SCellular(r) has broken the contract by not being able to fulfill his requestsMr*** and his wife would like to be let out of their contracts, only having to pay their service chargesMr*** states that with no corrective action and the same answer over and over again, that he will not recommend U.SCellular(r) to anyone ever
I cannot begin to express how saddened I am to see that it has come to thisLosing the business of customers for these reasons is unacceptableOur goal is to always provide the world's best experience, and we have not provided that in this situationAs mentioned in my previous statement, we have escalated this issue to the topWe have a specialized team working to resolve these problems and have finally found a resolutionI realize that we have not been able to provide an appropriate resolution in a timely mannerI am saddened to hear that Mr*** would like to cancel his accountI would hope that we can work something out to keep his business after all of thisEither way, in order to cancel his account, we would need to speak with the account holder over the phone to process this requestMr*** is more than willing to be on the phone during this conversation, we just have to speak with the account holder to process any requests to close the accountWe hope to hear from them soon, so we can work something out
Should Mr*** 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, 2014/11/14) */
November 14th
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 Mr*** complaint wherein he states that on multiple occasions he has made payments on his account at his local U.SCellular storeMr.*** states that money was taken from his bank account but failed to be applied to his U.SCellular accountMr.*** states that this resulted in his U.SCellular account being disconnected
Mr.*** states that on September 6th the amount of $was taken from his account but not applied to his U.SCellular accountMr.*** states that this again happened on September 9th in the amount of $and September 16th in the amount of $Mr*** desired resolution is to be reimbursed the $plus the amount it cost to turn the phones back on
Customer satisfaction is and has always been our company's primary goalI would like to extend a heartfelt apology for all the frustration Mr.*** has experienced regarding this matterIt is never our intent to make things more difficult for our customers but rather quite the contraryIn response to his concerns, I will be honored to review his account to address this matter
After researching Mr*** account, I find we received his payment of $which posted to his account on September 4thI also find we received his following payment of $which posted to his account on September 7thI later find on September 11th Mr.*** was temporarily suspended for non-paymentI then find we received Mr*** most recent payment of $which posted to his account on November 11th which restored his services
I then find on November 12th we received Mr*** bank statement reflecting the above paymentsThe fax also included a payment of $which processed on September 9th and a payment of $which processed on September 15thBoth of these payments were paid in store and went towards equipment/accessories and did not apply towards the billI apologize for any confusion or frustration this caused Mr.***
We have reviewed Mr*** complaintWhile we are extremely sympathetic to the situation, Mr.*** did get credit for his paymentsIn an effort to provide closure to this matter as well as ensure customer satisfaction, I have waived both restore from non-pay suspension fees which are $apiece for a total credit of $I do this so that Mr.*** *** know that we truly do appreciate his business and look forward to many more years to comeI genuinely hope that Mr.*** accepts this gesture in the spirit in which it was given
Should Mr.*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

February 8,
size="3"> 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: ***
Dear Revdex.com Customer Relations Advocate,
Thank you for contacting U.SCellular in reference to the above accountI have received *** ***’s complaint pertaining to the data usage of their connected deviceI certainly can understand why *** would question usage of the magnitude described especially if the date reflected does not match their usage counterI can definitely see how this situation could have caused some frustration and the need for explanationI will be happy to review the complaint as well as the account to see if we can determine what may have caused *** to feel such a way in hopes of reaching some type of resolution to this situation
First of all, the usage counter on the connected device and our internal system log which reports the usage on the accounts can vary as much as to hoursThis is why many times the alerts we send do not include the most recent data usedIn ***’s case it is possible that a download occurred in the background, such as a system update for example, that would have caused a higher than usage on our account logThis usage should have also shown up on the modem’s counter as well although maybe not on the same date due to the delay in reporting as mentioned above*** is correct in reporting that they contacted our Customer Service Department regarding this issue on more than one occasionI do see that we tried to assist with making sure the date for the counter on the modem coincided with our bill cycle date but was unsuccessfulWe also recommended taking the modem and the laptop to the retail location to have that date checkedIt is very important that the counter log on the modem match the bill cycle dates to insure accurate reportingFor that reason, I would ask *** to please do this at the earliest convenienceOnce it is determined that the dates of the modem log and our bill cycle match, we may need to perform further troubleshooting steps through our Technical Support Department
We do have a feature that can be provided to the account for $per month in which a cap limit can be set for each device on the accountWhile this does not guarantee that overage would not occur, it would cap the device from using more data once the limit has been reached
In an effort to provide some resolution in this matter, we will agree to credit any overage incurred on this current bill cycle as a result of the dispute from *** and apologize for any inconvenience and frustration this has causedShould *** see any charges for overage on the next bill, I would as *** to call our Customer Service Department at the number listed below to receive credit*** requested the possibility of providing data billing detail in the futureCurrently we do not have the ability to provide such detail for our billingHowever, this may be something that we can look into for the future
I immensely appreciate the time that *** has invested into this matter up to this pointShould *** have additional questions or should need immediate assistance, please contact our Customer Service Department at (***
Sincerely,
*** H
Customer Resolution Support
U.SCellular

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 complaint number XXXXXXXX and look forward to assisting both you and Mr***I understand from his complaint that Mr*** is unhappy with the time frame for a credit balance refund and would like his refund sent to him immediatelyHe feels that we are delaying the refund since he has chosen to move to a different carrier
Mr*** cancelled his account with us on August 31, and his final bill was sent to him on October 3, This statement shows a credit balance of $He contacted us by phone on October 9, and spoke with a supervisorShe opened an escalation form to have the refund processed quicklyThis case was then reviewed by our Financial Services Department on the same day and a refund check was issuedIt will take two to three weeks for the check to arrive in his mailbox
As a general rule any credit balance is refunded by the same way as the last payment was made within sixty days after the revised final bill is sentThis policy is in place to ensure all charges, such as directory assistance or toll charges, are billed prior to refunding the account balanceThis has no connection to the fact that Mr*** had made the decision to switch to a different carrierSince Mr*** was frustrated with the time it was taking to get his refund we did escalate the time frame in his case and we have processed the refund
I am sorry to hear that he has left us for another carrierWe appreciate the fact that he was part of the US Cellular(r) family for nearly fifteen yearsShould his needs change, we would love to welcome him back! We certainly regret losing a valued customerPlease thank him for his business and the opportunity to assist himIf there is anything we can do for him in the future please ask him not to hesitate to contact us at XXX-XXX-XXXXWe are always here to help in any way possible
Sincerely,
***
Customer Resolutions Support
U.SCellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MS.*** HAS ONLY PLAYED POLITICS IN GIVING THE ANSWER SHE CHOSE.SHE SAYS THEY ALREADY CUT A CHECK BUT AT THE SAME TIME STATES WEEKS WILL BE REQUIRED FOR DELIVERY,IN WHAT UNIVERSE DOES THAT SEEM REAL IN THE WORLD WE LIVE IN TODAY.I STILL CONTEND A REFUND SHOULD HAVE ACCOMPANIED THE LAST STATEMENT SIMPLY BECAUSE NO COMPANY ISSUES A REFUND STATEMENT UNLESS THEY KNOW POSITIVELY THAT NO CHARGES ARE OUTSTANDING AT THE TIME.HOW COULD I HAVE CHARGES PENDING WHEN MY SERVICE HAS BEEN SEVERED PRIOR TO THEIR SENDING A REFUND STATEMENT?
I KNOW OF OTHERS IN MY FAMILY THAT WERE JERKED AROUND FOR ABOUT DAYS UPON TERMINATING TRYING TO CLEAR FICTIOUS CHARGES AS WELL.MY NEXT STEPS WILL PERHAPS GET YOUR UNDIVIDED INTEREST .I HAVE LETTERS ENROUTE TO THE ATTORNEY GENERAL OF MY STATE AS WELL AS THE FCC ,MAYBE THEY WILL SEE THINGS IN A SOMEWHAT DIFFERENT LIGHT
Final Business Response /* (4000, 14, 2014/10/15) */
10/15/
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 again in reference to the above accountIn Mr***'s further complaint he states that we are only playing politics with the response that we provided and displayed further frustration with the time frame provided for his refund check to arriveMr*** states he still feels that a refund check should have accompanied his last billing statement because companies do not issue refund statements unless they know positively that no other charges will be outstanding
Our customer asks how there could be charges pending when his service was canceled already and that he knows of other family members whom experienced difficult situations regarding fake chargesMr*** stated that he will be contacting the Attorney General of his state and the FCC
Ms*** I again wish to express my apologizes for the frustration and inconvenience this matter has caused our customer as it was not our intention to cause this stress to himI would be more than *** to further discuss his comments with you
As we stated in our previous response, we have already requested that a refund check be sent and it *** take about 2-weeks to arriveWhile typically the refund check will arrive much quicker, we must provide a time frame that helps cover potential delays/etc including with the postal serviceRegrettably we will not be able to escalate or expedite this matter furtherMr*** will receive his refund check as we previously discussed assuming there are no other delays outside of our control with the postal service
In regards to Mr***'s statement that we are playing politics in our response, please note this is consistent information provided to our customers if a refund check is requested/issuedOur customer also mentioned that his refund check should have been automatically included with his final bill as no further charges should occur after the service was canceledIf a customer uses their services outsides of the US Cellular network (i.eroaming), other carriers have an extended time frame (normally about days) to bill US Cellular, thus in turn we bill our customerAs stated in our terms and conditions of service we will bill for delayed charges (only if applicable as not all roaming related charges cost our customers extra) in relation to roaming when they are reported to us, not necessarily when the applicable usage was used
Based on this it is possible to still incur charges after cancelation for activity that took place prior the cancel date, but was just delayed in being reported to usThis delayed billing is not as common as it was a few years back, but it can still occur
Ms*** I do regret to learn that some of Mr***'s family members have had previous issues with their billing with our companyI feel confident that there is a clear explanation that can be provided to those customers for any issues that *** have occurred as we do not bill fictitious charges, and if in the event there is an error or a mistake on a bill, we will fix itI would encourage that if any of Mr***'s family members have questions about their bills to contact our Customer Service team at XXX-XXX-XXXX and we would be *** to answer any questions they have
I do understand that our customer has stated he will contact the FCC and his state's attorney generalAt this time we have performed accurate actions to provide a refund check as he requested and it will arrive as we discussedIf in the very unlikely event it does not arrive (such as due to being lost by the postal service), he *** contact our Financial Services team to request another check be re-issued at XXX-XXX-XXXXAt this time we do not have anything else additional that we can provide to make this situation different or expedited and we respectfully request that this case be closed
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/02/28) */
February 28,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms***'s complaint in which she states that a billing dispute has been ongoing and she continues to be overchargedShe states she just paid her bill in full, and is now being told that she still owes $Ms***'s desired resolution is to pay her monthly bill and no more, and to talk to representatives at U.SCellular that is willing to help herShe continues by stating she would like to be credited back for what she has overpaid and get rid of the outrageous bills she has been getting
Ms***I recognize the frustration that receiving a higher bill than expected can causeI am *** to review Ms***'s account to provide information which she *** find helpful
Ms*** has six lines on our Family Minute and Messaging price plan for a monthly rate of $139.99, plus taxes and feesThe line ending in also has a gigabyte data package for $monthly, plus taxes and feesHer monthly bill is $As of the bill date November 4, 2013, Ms***'s account was currentHer current charges on this bill included a $charge for NCIS: The TV Game on line ending and a $Directory Assistance call on line ending 2361, along with the monthly billingThe total amount on this bill was $due by December 1,
I have reviewed Ms***'s account for the last six monthsMs*** contacted Customer Service on November 21, to inquire about her recent bill and chargesAt this time, we confirmed with her that the premium messaging content ability was blocked for line ending 2362, and placed a block per her request for the data access on line ending We also applied a courtesy credit in the amount of $2.99, $after taxes, for a month of the NCIS game
The next bill was generated on November 27, with new charges of only $for her bill, due by December 21, This bill also included a $charge for NCIS: The TV Game but no other additional charges, and with the previous balance the total account balance was then $We received a payment in the amount of $on December 8, 2013, reducing the balance to $On December 23, the new bill generated with current charges of $due by January 12, 2014, bringing the account total to $This bill was higher than due to the $NCIS: The TV Game on line 2362, $in Directory Assistance calls on line ending 3416, and a $Device Activation Fee and $in data overages on line ending
A $payment was made on January 13, 2014, reducing the balance to $351.95, which was then past dueOn January 21, a new bill generated reflecting the past due amount of $and current charges of $due by February 10, The current charges included $in Directory Assistance on line ending The account balance was then $552.18We received a $payment on January 20, and $on January 27, 2014, leaving a past due amount of $As of February 10, we suspended services due to nonpaymentThis same day Ms*** paid the $to restore services and bring the account currentThis left a balance of $which was also due this same day
Ms***'s next bill, dated February 21, 2014, included the $past due amount and new charges in the amount of $which are due by March 13, This balance is higher due to a $per line restore fee that is billed anytime services are suspended for nonpaymentMs*** made a $payment on February 23, 2014, reducing her total account balance to the $that she referenced
Ms***I hope this explanation has helped Ms*** understand why her balance is $In reviewing her account, I did not see any documentation with the exception of the call on November 21, that I mentioned above, in which Ms*** called to inquire on her balance or to dispute any charges on her accountShe made one other call to Customer Service on December 10, at which time she was only checking on the data usage for the line ending
After reviewing Ms***'s account, I am unable to locate any charges for which Ms*** has been overbilledShould Ms*** have additional questions or concerns regarding her balance and/or charges, she *** contact our Customer Service Department at (XXX)XXX-XXXXWe are always *** to help
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/09/12) */
September 11,
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 have received Mr***'s complaint in which he describes his experience with initiating service with U.SCellularMs*** explains that after advising the associate of what he wanted including the desire to not have a contract; he states that he was advised that U.SCellular did not offer service without a contractMr*** says that while he did agree to the terms of the contract, he only did so as he was advised that there was no other optionMr*** continues by advising that he found out a couple of months later that there is a 'no contract' optionHe states that he has requested to be let out of his contract and even remain a customer but was advised that this would cost $Mr***'s desired resolution is to be allowed to terminate his contract with no fee and become a month to month customer with U.SCellular
Ms.*** I appreciate the opportunity that Mr*** has allowed us to address this issueI can definitely understand how misinformation can cause frustration and disappointmentI realize that it is important to have accurate information upfront in order to make a decision that will best suit himI would like Mr*** to realize that it is never our intention to provide misinformation or cause him to be put in a difficult situationWe want to ensure that at each touch point with our company he and all of our customers are receiving consistently accurate information and great serviceI have forwarded this information to our Leadership Team to ensure that his concerns are addressed and the information that is being provided from our stores and our Customer Service Department is accurate and consistentI truly apologize for the inconvenience and frustration that was caused by this experience
In review of Mr***'s account, I show that his account was started with us on July 2, using a phone that he already ownedHe was enrolled on out Shared Connect Gigabyte data plan for the one line (which ends in***This particular plan does require a 2-year contractPer the account and Mr***, he agreed to the Terms and Conditions of the 2-year contract on that date
Our first documented contact regarding this matter was made on September 4, Mr*** contacted out Customer Service Department to inquire about purchasing a new phone and keep the cost of his plan the sameSince Mr*** started service with us using his already owned phone, this left Mr*** eligible for a brand new phone at any timePer our documentation, Mr*** was advised that he would incur an activation fee (without altering his plan cost)He then requested to go over cancellation information and was connected to our Customer Relations Department who handles cancellation requests
Per our documentation, upon speaking with our Customer Relations Department, Mr*** desired to cancel service as he wanted to upgrade and not sign a new 2-year contractMr*** was advised that his Early Termination Fee would be $if the line was cancelled at that timeThe associate then offered him a used Samsung Galaxy Sfor $By the phone being used, this would not require a new 2-year agreementPer our documentation, Mr*** wanted to think about it first and would call back and let us knowAs of today, I show not additional conversations with Mr*** documented
As it stands, per the Terms and Conditions of the Service Agreement (contract), there are only reasons that a customer would be let out of contract with no feeThey are as follows:
"...If the Agreement is terminated for any reason during the Initial Term ("IT") other than pursuant to (i) the "Changes to Relationship" paragraph below, (ii) any applicable U.SCellular guaranty period or (iii) U.SCellular ceasing to provide Service in your Home Market, you *** be assessed an Early Termination Fee ("ETF")The duration of the IT and initial value of the ETF are defined in your Service Agreement..."
Because Mr***'s request to be removed from the contract does not fall under the Terms and Conditions agree upon, we are unable to remove the contract from his accountMr*** will want to keep in mind that while his account is active with us, the contract will not negatively affect himIf he was on month-to-month, he would still have the same options that he has now as far as phone availability and use of serviceThe contract will only affect him if he should decide to cancel his line with U.SCellular prior to the end of his 2-year contract or move to a 'No Contract' plan that would require him to break his current contract
Ms.*** I regret that I was unable to meet Mr***'s desired resolution; however, I hope that this information is found to be helpful in explaining whyShould Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2014/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated earlier I would have chosen a lesser option if I would of not been misleadI did not want a long term contract This is the contract the salesman told me was my only option Only when I came into upgrade my phone was I told of the lesser options So I am willing to go to a lower level of options I do not need all that I have now
I have talked with another rep of Us cellular since me original contact That was the day I contacted Revdex.com
I still feel cheated taken advantage ofIf these customer service people were not on commission they would be more honest I still want out of this contract
Final Business Response /* (4000, 14, 2014/09/18) */
September 18,
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 accountWe are in receipt of Mr***'s rebuttal stating that he does not want a long term contract and feels as though he was misledMr*** explains that it was only when he contacted us regarding upgrading his line that he was advised of a no contract optionMr*** says that he feels cheated and that he was he was taken advantage of, and for this reason still requests to be let out of his contract
Ms*** we are certainly disappointed to hear that Mr*** feels as though he was taken advantage of or mislead in any mannerAs we stated previously we have forwarded his complaint to the appropriate leadership team to ensure that accurate information is relayed to all of our customersUS Cellular does offer both no contract and contract plansThe no contract plans *** be known or referred to as pre-paid service in the pastThese plans have been available for many years and are advertised on TV, Radio, Social Media, and through internet adsThese plans are also listed on our US Cellular WebsiteWe equally value both our No Contract and Contracted Customers and would not have reason to hide any services that we offer
Ms*** on July 2, Mr*** started service with us using a phone that he already owned but did choose a plan that would require a two year contractMr*** was also able to take advantage of a $monthly discount because he used his own equipment and this discount is only available on a contract planHe signed and agreed to the terms of the two year commitmentWhen Mr*** contacted our Customer Service Department on September 4th, to discuss upgrading his device this was the first time that he expressed dissatisfaction with his commitmentHad Mr*** not wanted to fulfill the commitment he did have a15-day grace period in which he could have cancelled without an Early Termination FeeMs*** we would like to clarify for Mr*** that if he does still want to upgrade his phone his current two year commitment would just start over and not be added onto the contract he currently has and would be roughly a two and half month difference in his contract end dates
Ms*** we value Mr*** as a customer and do not wish to lose his serviceAt this time we are unable to accommodate Mr***'s desired resolution to remove the contract from his accountIf he does cancel his services or change to a no contract service he would be responsible for the cost of the Early Termination Fee
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular