US Cellular

Initial Business Response /* (1000, 10, 2014/04/08) */
April 8,
Revdex.com of Chicago
Attention: Sarah Riggins
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 in which she states her cell phone bill is outrageous and is not pleasing to her or her fiancéShe states the current bill that she has is $Ms*** also states U.SCellular is telling her that they have gone over on their data but they haven'tMs*** desired resolution is to have the glitches in the U.SCellular system corrected or her and her fiancé will be going to another provider
Ms***I can understand Ms*** frustration in receiving such a high billI am happy to review and provide additional information regarding her account
Ms*** activated one line of service (number ending ***) with U.SCellular on January 31, on our Gigabyte Shared Data planThe next day, she contacted Customer Service and changed to the Gigabyte Shared Data planShe also added a data cap at gigabytes to the active lineA second line (number ending***) was activated on February 3, 2014, and a data cap was not placed on this second lineMs*** contacted Customer Service on February to inquire if movies could be watched on the phone on line ending ***, and requested to block the data on this lineLater this same day Ms*** again contacted Customer Service to remove the data block on line ending ***The following day Ms*** called to inquire why the line ending *** was unable to access dataAt this time she was advised that the data cap of gigabytes had been reachedShe was advised of pending overages and requested to change the cap to gigabytes
Later on February 7, 2014, Ms*** called to add an authorized user on her accountThe authorized user contacted Customer Service on February and changed the price plan from the Gigabyte to the Gigabyte Shared Data planHe also removed the data cap on the line ending ***, and the line ending*** still did not have a data cap
Ms*** first bill generated on March 5, and included a balance of $due by March Her billing cycle runs from the 28th of the month to the 27th of the following month, and account came up on a report that the Customer Resolution Support Department works on March due to an excessive amount of data overagesThe usage was reviewed and deemed valid on both lines on the account; therefore no call to the customer was made as there was no billing errorLater this same day, the authorized user was in the store and called Customer Service to request to have the data overages reviewed, and the representative with whom he spoke did not see the documentation on the account that it had already been reviewed and validated so a research request was submittedThe sales representative added a data cap of gigabytes to both lines for the customer
On March 12, Ms*** contacted Customer Service due to the data on line ending being unable to access dataWe advised her that the data cap had been reached, and advised that the data had been reviewed and her overage charges were validThe usage was used by the devices on her account, and per the authorized user's request on February 9, the caps had been removedLater on March 12, the authorized user called and acknowledged having received the data overage protection alerts via text message, and requested to increase the data caps for both lines to gigabytesWe advised him that the line ending *** had already used more than gigabytes
On March 23, Ms*** called and stated that data caps were to have been added when the account was set upShe also changed the data caps to gigabytes per lineThe representative submitted a research request to look into why the caps were set at gigabytes per line when the customer was only on a Gigabyte Shared Data plan, and regrettably they overlooked the documentation from March at which time the authorized user had made this changeThe research request was closed on March due to the change having been made by the authorized user
On March the authorized user called to remove the data overage protection notificationsDuring this conversation the associate walked him through the phone and found which applications were using large amounts of dataIt was found that at that time there was over gigabytes of data showing on the phoneThe authorized user again requested to remove the notifications and did not want to discuss the data any furtherOn March the authorized user requested again to have the data usage researched, even after the previous conversations in which we had repeatedly advised them that the usage was valid and had already been researchedThe authorized user called on March to request credit for the overages at which time he was again advised of the validity of the charges and no credit would be issued
On April the next bill was generated on Ms*** account, which included usage from the dates of February - March As mentioned above, the data caps were not in place per the authorized users request from February - March 7, which allowed overages to be incurredWhen a Customer Resolutions Support associate worked the next data dispute case on April 1, we again determined the charges are valid and left a voicemail on both lines on the account in an attempt to speak to the customerThe authorized user returned the call later this day, and we attempted to discuss what applications use large amounts of data, and to discuss better plan options for the customer's usage, yet he declined to have this discussionMs*** then contacted Customer Service on April requesting credits to be applied for the data overagesWe advised her of all of the research on the account and that the charges are valid and the data had been usedShe disconnected the call
The authorized user called again on April and then stated that he had not previously requested to have the data caps removed, and that he had been told that we could not add caps; however we have documentation showing where he had called and requested the changes mentioned aboveOn April an associate from our Presidential Office Escalations Team attempted to reach the customer per an email that had been receivedWe were unable to reach Ms*** so a voicemail was left to request a better number and/or time to reach her regarding her requestLater this same day, the authorized user spoke with Customer Service and set a gigabyte data cap on each of the linesThe representative who helped him made sure to inform him that he was only on a Gigabyte Shared Data plan, therefore a gigabyte limit would allow the account to exceed its plan, creating additional chargesThe authorized user stated he was previously advised there would be a $cap on overages, and the associate informed him that there is no cap on the amount of overages which can be billed on this planA little while later on April 7, the authorized user again contacted Customer Service and increased the data cap on the line ending *** to gigabytes, where it remains currently
As I have detailed above, this account has had multiple changes within the few months that it has been activeWe have also reviewed the data usage on multiple occasions per the customer's request and verified that the usage is accurate, and there have been no billing errors on this accountWe have attempted to speak with the authorized user regarding the data caps that he has set, to help him understand why the usage is so high based on the applications which are being used, and to review our plans to get them on the best plan for themHe has not wanted to have these conversationsThe balance of $is valid, as no payments have been received since the initial deposits were made
Ms*** desired resolution was to see the glitches in the U.SCellular billing system corrected; however as I have stated, there have been no billing errors on her accountThe balance is valid for services usedShould Ms*** have additional questions, she may contact our Customer Service Department at *** We are always happy to help
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because us cellular is lying to the people at Revdex.comTh we y are liars the customer service people are liarsI will sue Us Cellular for this bull crap
Final Business Response /* (4000, 14, 2014/04/09) */
April 9,
Revdex.com of Chicago
Attention: Sarah Riggins
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
Customer's Name: ***
U.SCellular Account Number: ***
Dear Ms***
Thank you for contacting U.SCellular(r) in reference to the above accountI am in receipt of Ms*** complaintIn Ms*** complaint, she stated that her cell phone bill is outrageous and does not feel that she and her fiancé' have gone over their dataMs*** is requesting that we correct the glitches in our system or she and her fiancé will be going to another provider
Ms***I can understand Ms*** frustration with having data overages on several bills and I am more than happy to address her concerns and provide information that will help her prevent data overages going forward
Ms***in reviewing Ms*** account, I show that she has been on one of our Shared Data Plans since she began serviceAlong with unlimited minutes and unlimited messaging, she also receives gigabytes of data to share between her two linesPer the memos on the account, on February 1, 2014, Ms*** requested that data limits be set to avoid data overagesHowever on February 9th, Ms*** authorized user, *** contacted customer service and requested to have the data limits removed
U.SCellular(r) places the highest priority in alerting our customers to avoid potential overages which may occurTo prevent data overages, our customers are sent text message alerts when they have utilized 75% of their data package and an additional alert when they have used the full 100% of their data packageU.SCellular(r) customers also have the capability to monitor their data usage for all lines, through their My Account profile or by contacting customer serviceIn review of the account notes, I see that Ms*** authorized user, *** spoke with U.SCellular(r) customer service on March 25th and requested to have the data notifications turned offThis would mean that neither of the lines would be notified of potential overages
Ms***I have reviewed Ms*** bills and found that the data usage listed is completely valid due to the request to have the data limits removedHowever, I did notice that there was data overage listed on the March 5th bill that showed overage from February 1st to February 9thBecause this was during the time period that Ms*** should have had the data limits set to prevent overage, I have credited the data overage ($105) received during this timeThe new balance is $2,of which $is currently past dueWe would ask that Ms*** contact Financial Services by dialing 888-939-as soon as possible if she needs additional time making payment and to avoid interruption of service
Ms***we definitely want to work with Ms*** to prevent future data overages from occurringIn order to do so, the data limits would need to remain on the account and Ms*** will want to restore the ability to receive the overage protection alertIn addition, she is also able to monitor her usage through My Account and we would definitely encourage her to do soBased on the amount of data being used, Ms*** would also benefit in increasing the data limit of her plan
I realize how disconcerting it is to have several months of data overage and I have included some helpful information below to prevent data overages going forwardThe best way to avoid data overages is to monitor the data used throughout the bill cycle
Avoid using Netflix to watch moviesThis will consume all your included data extremely quickly
Avoid watching streaming videos or movies on websitesStreaming video uses a lot of dataEven YouTube can use quite a bit of data
If you use YouTube, this is typically not a bad thing unless you are watching the higher quality videosOn average, a YouTube video may be between megabytes to megabytesAgain the higher quality videos will consume a much larger amount of data (in some instances to megabytes, or even more, especially if you are watching TV shows)
Utilize an open connection whenever possible, this will allow you to use as much data as you would like! Places that commonly have Access are: home internet, hotels, cafes, restaurants, auto body repair shops, and many more as the popularity of free increases!
Using streaming music applications such as Pandora (www.pandora.com) incurs a lot of data, however if used for a limited amount of time, it may not have a huge impact on your data usage
Avoid leaving unused minimized websites/applications open, which continuously update themselvesCompletely close/exit out of an application/website when not in use
When utilizing social network applications, turn off the auto sync option
The following applications/websites can also incur high usage: Instagram, YouTube, Tumblr, Facebook (especially games), Twitter, Instagram, Photo Bucket, Craigslist, Google+, Dropbox (another cloud applications such as: SkyDrive, Google Drive, etc.), Snap Chat, Pintrest, etc
Ms***I hope that this information is found to be helpful by Ms*** and her fiancé'Should she have additional questions, she may contact our Customer Service Department at (888)944-
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2015/09/04) */
September 4,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name:*** ***
U.SCellular
Account Number: XXXXXXXXX
Greetings:
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms***'s complaint, wherein she infers that she is being unfairly charged for data overages
Ms*** wants to be reimbursed for the data overage charges, and she wants two new phones
U.SCellular deeply regrets the circumstances leading to Ms***'s complaint, and I welcome the opportunity to address this for her
Data overages occur when data usage exceeds the specified data allowance on a line or a planFor example, if a single line is allotted gigabytes (GB), and the user of this line uses GB, there would be a data overage of GBOn a shared data plan, all of the devices share the total data allowance on the plan, so the overage occurs when the overall data allowance is exceededFor example, if the data allowance for the whole plan was GB, and the combined data usage of all the devices was GB, there would be an overage of GBData overages are charged at predetermined rates that are specified in the service agreement
During an exhaustive review of Ms***'s account, bills, and data usage, I discovered that it is only the line ending in *** that is using excessive amounts of data, which is causing the overagesThere have been fluctuating overages for the last five billing cycles due primarily to the usage on this line, and overages in January and August of 2014, due solely to the usage on this line
There are several methods and tools available to monitor and manage data usageData usage can be monitored in the customer's online account, or by calling Customer Service, or on the phones themselves, in most casesThere is a Data Estimator Tool on our website at www.uscellular.com that customers can use to estimate which activities will cause how much data usageAlso available is our Data Usage Controls feature, which allows the customer to set specific data cap limits for each line, substantially reducing the chances of any data overage
Strictly as a courtesy, U.SCellular issues data usage warnings, via text message, when usage reaches 75% and 100% of the allowance, and then again for each tier of extra data allottedFor example, the initial data allowance is GB, and a tier of extra data is GBWhen the customer exceeds the initial allowance, an extra charge of $is automatically added to the billThis covers the first GB "tier" of extra usageAt the 75% and 100% usage levels of this tier, text warnings are again issuedThen, if usage exceeds the first GB tier, another $is added to the bill, to cover the next GB tier, and so on and so forthMs***'s account history reflects that all of these warning texts are being received, for both the initial allowance, and each additional tier of data usage
Through extensive troubleshooting, it was determined that the data usage and subsequent overage charges were validNevertheless, because of Ms***'s long tenure as a loyal U.SCellular customer, out of the total of $in overage charges incurred over the last two years, $have been credited back to her account as courtesy creditsFor these reasons, we believe that we have already gone far beyond any obligation we have to ensure Ms***'s ultimate satisfaction, and that the issuance of additional credits and/or new phones is unwarranted
Once again, we genuinely regret the circumstances leading to this complaintIt is our sincere hope that, upon thoughtful consideration, Ms*** will reach the conclusion that we have been more than fair
We deeply appreciate Ms***'s patience and understandingShould she have additional questions or concerns, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree I have received credit for overages but what I'm concerned about is the line that is going over is the phone itselfAfter extensive research, the 5s iPhone has had problems using and even though you have you're settings right, you will be charged for data usageThat's my complaintThe phone is faulty
Final Business Response /* (4000, 14, 2015/09/09) */
September 9,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name:*** ***
U.SCellular Account Number: XXXXXXXXX
Greetings:
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms***'s rebuttal, wherein she acknowledges receiving the credits for the data overages, but also asserts that the phone is faulty
To determine whether or not a phone is faulty, there are some troubleshooting steps that need to be performedFirst, the phone should be taken to one of our retail stores for diagnostic testingIf a problem is detected through diagnostic testing, the next step would be to contact our Technical Support Department, which will conduct further troubleshooting, and determine whether the phone can be repaired, and if not, whether the phone, and the problem itself, qualify for replacement under warrantyIf it does not, we would then discuss other replacement options with Ms***
The notes on the account reflect that troubleshooting done earlier this summer revealed that the home router (not a U.SCellular device) was faultyIt does not appear that the phone itself has been tested using the diagnostic tool at one of our retail stores yet, or that any troubleshooting has been done by our Technical Support Department yetThese steps would need to be taken and clearly documented before phone replacement would be consideredThere is nothing so far that suggests any problem with the phone
Our recommendation is that Ms*** works with our retail and Technical Support Departments to determine whether there is a problem with the phoneMs*** can locate a retail store via our website at www.uscellular.com/storefinder, and she can reach our Technical Support Department via Customer Service, by dialing from any U.SCellular phone, or (XXX)-XXX-XXXX from any phoneShe would need to call from a phone other than the one she believes to be faulty
We are confident that this issue can be resolved through the channels and processes, and we respectfully request that this case be closedShould Ms*** have additional questions or concerns, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/03/06) */
March 6,
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 about having to pay an Early Termination Fee because of not being able to have service in her home areaMs*** would like her resolution to be able to be released from her contract without having to pay the Early Termination Fee
Ms.*** I will be *** to research Ms***'s account to see what I can findI am sorry to hear that she was having service issues in her home areaI know how frustrating this must have been not to be able to use her phone while being at home
Ms.*** it saddened me to see that Ms*** had decided to cancel her services with us because of the issues she was experiencing and that the solutions we had provided did not work
Ms.*** I see Ms*** spoke to one of our Technical Support representatives and the representative offered to have the issue investigated to see what else could be done, but Ms*** declined the offer
In my investigation, I noticed that prior to this call one of our Customer Resolutions representatives had offered Ms*** to exchange her phone equipment to see if this would fix the reception issue but it did notI have issued a $goodwill credit to help with the cost of the Early Termination Fee and for the inconvenience that Ms*** has gone through, but Ms*** will still be responsible for paying the remaining balance on the account
Ms.*** unfortunately the area we move to can cause signal issues which are completely out of our hands but we do our best to get those issues resolvedWe did try to offer some solutions but in this case the solutions did not work for Ms*** and I am truly sorry for this inconvenience
Ms.*** even though my research did not produce the outcome Ms*** had requested, I do want to take this opportunity to thank Ms*** for the time she allowed us to be her cell phone provider and wish her the best in her new job and with her new cell phone company
Should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (3000, 12, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not, in fact, accept this responseThe $goodwill credit simply pays for the refurbished phone, which worked even less efficiently than my original phoneI'm having a difficult time understanding why I would have to pay a contract termination fee, or continuing paying for a service that I'm not actually receivingI fully understand that the area I live in is a dead zone for cell service (even though other service providers still get excellent service in my area) and I also understand that US Cellular cannot fully control how strong service signal is everywhere at all timesIf I were dissatisfied for some inane reason that had no bearing on anything, I could understand paying the required termination fee, however, given that the circumstances are out of the hands of myself and US Cellular, I feel like I'm being charged the fee just for the sake of being chargedUS Cellular has been a good company to me up to this point, I would've loved to have continue being their customer, so in my mind there are only two reasonable resolutions to this issueEither let me out of my contract free of charge, or provide me with the service that I would be paying forThank you for you time
Final Business Response /* (4000, 14, 2014/03/12) */
March 12,
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 account
I am in receipt of Ms***'s rebuttal stating that she did not accept our previous response to her and the $credit that we applied to herShe stated her desired resolution would be to be let out of her contract or receive the service she is paying for
I can certainly understand Ms***'s concerns surrounding poor coverage and wanting to be let out of her contractI do apologize that we were unable to meet her desired resolution in the previous response
Ms.*** I show that Ms*** originally started service on 2/24/and cancelled service on 2/20/Ms*** had service over a year and has just recently started experiencing issues after she movedI show that we offered to process a ticket for her area on 12/31/at which time she declined and asked to speak to our Customer Relations Team which cancels accountsSince Ms*** was offered assistance and declined, she is responsible for the early termination fee for breaking the contract prior to its end date
If Ms*** would like to reactivate her account, we will waive the early termination fee and submit the ticket to see what can be done to improve service at her new locationI do apologize for any frustration or inconvenience this *** have 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, 2014/11/07) */
November 7th
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: Stormy ***
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 she hasn't had her devices and they're not working properlyShe says she's had to get different phones, that calls have been dropping, and data is very slowHer desired resolution is to get out of contract and not have any fees applied
Ms.*** U.SCellular understands the value of quality customer service, and we work diligently to not only provide our customers with exception service, but to provide our customers with quality productsI truly apologize that Ms*** has not received the quality service that we provide and would like to take a moment to address Ms***'s concerns
I see the account owner, Mr***, contacted us regarding his devices having issues with the home buttonThe home buttons on the iPhone's were not working and we performed troubleshooting to see if we could resolve the issueSince tier one troubleshooting did not resolve the issue we partnered Mr*** with Tech Support to continue troubleshootingThe troubleshooting performed by technical support did not resolve the issue and we partnered Mr*** to our Telesales Department to do an excellence guarantee and swap out the iPhone 5C's with iPhone 5S's
On October 24th I see Mr*** called in to get the iPhone 5S's activated on his accountRegrettably when he called in we were having provisioning errors with our servicesWe advised to call back at a later timeMr*** did call back and we got the phone activated and provisionedThe following day October 25th, Mr*** called in because of slow data speeds on*** We verified the phones were provisioned and the information matched in our systemsWe advised to visit a local store to have the *** card replaced, and if he continued to experience issues we would do a service guarantee on the phoneThere are no other interactions regarding the data speeds on the account after October 25th
I see on November 3rd that Ms*** called in to lower the monthly rate on the plan and to cancel line -Ms*** had a home phone and no longer needed the services on -We partnered Ms*** with our Customer Relations Department and was provided information if the line were to cancelRegrettably Ms*** had a miscommunication on our end with the day service guarantee and was provided early termination fee amounts if she chose to cancelShe later called back and spoke with Customer Relations again and was advised that November 3rd was the last day of the service guaranteeShe was advised if she chose to cancel on November 3rd there would be no ETF's since it's within the daysWe verified the address on the account and advised that the device would need to be returnedI see Ms*** was to go to a local store to have the device returnedOn the last day of the service guarantee I see Mr*** called in and decided to keep the line on the account and changed the data plan on the account
Ms.*** we understand that the inconveniences that Mrand Mrs*** have gone through have been frustratingSince the account is outside of the day timeframe and Ms*** chooses to cancel there will be an early termination fee that would apply to the accountI see we have provided a few options available to resolve the issues experienced; however we have other steps we can take to look into resolving this matterIf Mror Mrs*** can contact us we will be more than *** to look into this further to determine if there are issues happening in the immediate areaWe want to do everything we can to make sure Mrand Mrs*** have exception service in their area
Should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/09/29) */
September 29,
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 regarding her experience with our billing over the last several monthsI'd be more than *** to review the account for accuracy and to provide further information
I understand that receiving the best value for what she pays is a high priority, especially when managing personal financesMs*** states that she resubmitted the information required to renew the Partner Employee Discount back in AprilThis discount can generally take between one to two billing cycles for the discount to renew, so as a courtesy we applied a two month discount on April 29th to allow time for Ms***'s submission and our approvalIt has been past the required two billing cycle timeframe and we have not received a submission for the recertification of the Partner Employee DiscountWe are unable to continue applying discounts to the account as the Partner Employee Discount requires validation through place of employment every two yearsIn order for Ms*** to continue on this program she must re-apply for the discountThere are two separate ways this can be completedFirst, is to visit www.uscellular.com/partner and input all of the necessary information to re-apply for the discountMs*** will receive an email notification about the status of the submission once it's completedSecond, is to visit any Corporate Retail Store location; with valid employee ID or recent paystub and let one of our in-store associates help with renewing the discountI truly appreciate Ms*** bringing this back to our attention and I hope that she is able to resubmit the required information so she *** continue on this program
In regards to Ms***'s offer to save an additional 20% off the bill, I have reviewed the account and verified that it was applied effective September 15thThe discount was applied at the same time the bill was printing, not allowing Ms*** to receive the $credit for this past cycleI have applied a credit of $(including taxes) bringing the account balance to $due by October 9thMs*** will see this discount applied automatically going on forward
We truly regret to learn of any dissatisfaction this experience has causedCustomer satisfaction and providing an optimal experience has always been our company's primary goalWe strive to provide all of our customers with the ideal experience in all dealings with our company including offering the best possible solution to our customers' problemsShould Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/04/03) */
April 3,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: ***
U.SCellular Account Number:
XXXXXXXXX
Thank you for contacting U.SCellular in reference to the complaint listed aboveAs a member of U.SCellular's Corporate Executive Appeals team, I am responding to the complaint filed by the ***'s
Based on the complaint, I reviewed our records which show that the above account mentioned in the complaint belongs to *** ***Our records do not show that Ms*** requested for *** to be authorized on the accountConsequently, a copy of this letter will be sent to the attention of *** *** at the billing address of record rather than to *** and Janice ***
Based on the complaint, I reviewed our records which show that Ms*** subscribes to our Device Protection + feature (underwritten by Assurant Solutions) on cellular number XXX-XXX-XXXX for a monthly cost of $The Device Protection + feature provides replacement equipment after deductible payment of $50.00, $100.00, $150.00, or $(depending on device) for approved equipment claims
Please note that Assurant requires that claims be filed within days of the incidentIn Ms***'s case, according to our records her Motorola Quantico model phone active on cellular number XXX-XXX-XXXX was damaged in September Because Ms*** did not contact Assurant to file a claim until March (nearly months later) her claim was appropriately deniedPlease extend my apology to Ms*** for any confusion regarding this requirementHowever, the day requirement is clearly stated on the service brochure which was available to Ms*** at the point of saleNonetheless, U.SCellular has circumvented the standard process as a gesture of goodwill and provided Ms*** with a replacement deviceSpecifically, on April 2, I personally contacted Ms*** and she accepted my offer to send her a Certified Pre-Owned Kyocera Dura Pro model phone (comparable to the Motorola Quantico) for a cost of $(equivalent to the deductible)Additionally, I also informed Ms*** that Assurant has refunded a $payment she made during the claims processPlease remind Ms*** to allow approximately - weeks from the date of this letter to receive the check refund
Upon further review of Ms***'s account, I have identified an opportunity to both reduce Ms***'s monthly recurring subscription costs and increase the amount of included dataRecently U.SCellular refreshed its Shared Connect data plan options and a GB plan is now available for $less than the cost of Ms***'s current GB planFor Ms***'s convenience, I've made this change on her account and now her recurring monthly subscription costs have been reduced by $while increasing the monthly allotted data network usage from GB to GBPlease note that this change did not involve a contract renewal and Ms***'s contracted terms have remained unchanged
Thank you for the opportunity to address Ms***'s concernsI am confident that Ms*** views this matter as resolved based on our conversation and the actions described hereinHowever, should Ms*** have further questions or concerns regarding this matter she is invited to contact me directly at the below number
Sincerely,
***
Corporate Executive Appeals Specialist
Office of the President
USCC-Chicago
XXX-XXX-XXXX

August 13th,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations
Advocate
*** * *** *** *** ***
Chicago, IL
Re: Complaint Number: ***
Customer’s Name: *** * ***
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms*** complaint, wherein she states that she received a message on our website indicating the *** *** *** could be purchased for a penny with a two year contract. Ms*** states that she has been in contact with us regarding this offer, and has been informed that the offer was not valid, and was not intended to appear on our website. Ms*** wishes to either be allowed to purchase the device for a penny, or to have the offer removed from our site
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 happy to address her concern at that timeWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter
Sincerely,
*** **
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/02/27) */
February 27,
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 regarding the charges for her hotspotShe is requesting to cancel her service agreement for the hotspot without incurring an early termination fee
Reading Ms***'s complaint, I can sense that she is frustrated with the data overages incurred, the recent billing issues, and charges for roaming as she mentioned in her correspondenceMs*** please know that it was never our intention to cause any dissatisfaction to Ms*** for her services whatsoeverCustomer service has always been our number one priority and I realize we failed to meet Ms***'s expectations in this matterI would like to formally apologize for any inconvenience Ms*** has experienced and will be more than *** to review her account and provide information she *** find helpful
While reviewing Ms***'s account, I see that a merge was successfully completed on October 31, 2013, so the billing for her cell phones and hotspot would come on one billSince the merge has been completed, we had Ms*** set up for a 2GB data planThere was $worth of overage on the following bill, dated December 13, Because of the overages, on December 18, the data was increased to 5GBThe following bill, dated January 13, the usage did remain below the 5GB allottedHowever, on Februray bill date, the usage increased to use a total of approximately GB out of the 5GB allottedThis resulted in an overage of $Our customer service team did receive a call from Ms*** regarding this high bill and she requested to cancel on Februrary At that time our Customer Relations associate informed Ms*** that her hotspot was still under a contract and gave the early termination fee amount for cancellingAlso, as courtesy, the associate did credit $of the overages and educated Ms*** how to track her usage
Regarding charges for roaming or any other outstanding charges, I have reviewed Ms***'s billing and did not find any billing errors with the hotspot, it is determined that the billing is accurateI also did not find any charges for roaming incurred on the bills while reviewing them
Pertaining to Ms***'s resolution, regrettably, because there is a month service agreement signed on this account, we are unable to cancel the number without applying an early termination feeHowever, should Ms*** desire, she *** temporarily suspend her services for up to sixty days, without incurring a fee or monthly charge
Another option would be increasing her actual data allotment each monthWe do have other plan options available that *** work best depending on her usageShould Ms*** desire to take advantage of a temporary suspend or increasing her data usage amount, she *** contact our Customer Service Department at the number below
In closing, I hope I was able to address Ms***'s concerns to her satisfactionI would also like to take a moment to thank Ms*** for the years spent partnering with U.SCellularWe value her business and look forward to assisting her in any way possibleShould MS*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 17, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I have explained every time I talked to customer service, I only have one computer on the system as I did on the modem systemI would think by now if calls recorded or customer reps make notes, that this should be noted somewhere in my file by nowAs well as I DO NO use Your Tube, down load movies, music, play games or anything else, it's Email, and spreadsheet and some Facebook
One thing I forgot to add to my previous letter earlier this dayOr I should say questionOK, so it was suggested to me to put both and cell phone accounts into one billingI did, I did not delete or cancel a line at that time nor did I add a line or anything else to the account at that timeSo WHY CHARGE me a deactivation fee of $35.00?? The response given does not make any senseFrom my stand point of view, it was making your accounting system easier by one billing instead of twoAND I GOT CHARGED FOR THIS???? Come on people............think about it
Frustrated
*** ***
I did get offered and accepted a $credit, for data overage on my January bill, when did I get offered the $100.00? I certainly would have accepted the $for overage data if it was offered instead of the $I also got offered the low monthly fee of $till the end of service, I declined as I didn't get an answer of what would happen if I went over the 2G service againWe know that program doesn't work
Did *** forget who she was writing about when I was called MsLink, in the bottom paragraph of her letter?
Here is why I cancelled my service on Thursday March 6th, 2013, at 9:30amI called US Cellular customer service*** answered my call, I ask about my usage on line As that morning before I called I checked usage and it showed I have one bar of usage leftTwo weeks before I totally quit using my computer, unplugged everything, even the Wi-Fi, totally nothing could be used and I had less than 1/of the usage usedThis should n way show that anything was used, as the system was totally shut offI went into town to use the computer, another hassle for me but I just had to find out what would happen, town is miles from homeMy son and husband verified usage with me before and afterAnyway,
*** told me she couldn't do anything or me as my account was "cancelled around December" I told her this was impossible as I have paid big bills since thenTabitha told me she couldn't transfer me as there is no accountFINALLY I convinced her to transfer me to financial servicesI got to talk to Tonya, I get told I have zero balance and no usage 2/7-3/7, I said that is so wrong as I know I have two weeks of usageOnce again I get transferred back to customer serviceI'm now talking to Jenny, start all over again, I told *** if I start to get short with her to forgive meShe said no problem it's part of her job to let it looseI also told her it's not the way she should be treatedBut right now I'm really frustrated!! I started all over with just this mornings call, *** looks it up and tells me I'm over usageI tell her I can't be and why*** looks into the account further, tells me I'm getting billed for modem instead of Wi-FiWhy I ask, no explanationAnd then I get told usage is for 2/7-to date or 3/WHAT is going on????
*** ask me to hold she is going to try and find out, she tells me it might be more than a few minutes, I said ok*** comes back and ask if I can still hold, and that it might be minutes, but hopefully not, she is trying to help more so than anyone else so far, so I said yesI'm on hold, you can hear the phone ring in and *** answers the phone, I told her I was waiting for Jenny as she put me on hold and is helping me*** tells me she can help and has all my information in front of herWHAT HAPPENED HERE??? SO once again I start all overI'm REALLY frustrated and time is getting away! HOW many more time do I have to start over???? Finally I just ask what the cancellation fee is, I was told one time $and in the same conversation with the same person it was $Well, I'm in financial and what I give you is correctOK excuse me, what is the cancellation it's $I want to cancel my as of todayLaura-I cannot cancel today it needs to be on your billing cycleI said are you going to make me call back tomorrow to cancel, why can't you just do it now, it's only one day awayI don't care about proratingjust a clean cut, PLEASE
Now you know why I cancelledIt just simply isn't worth it anymore!!
I do still request a refund for having to cancelI will accept $
NO ONE should have to go though all this
Respectfully,
*** ***
Final Business Response /* (4000, 20, 2014/03/14) */
March 14,
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 accountI am in receipt of Ms***'s additional correspondence regarding the data usage, and cancellation of her accountMs*** states in her correspondence that she cancelled due the frustrations she experienced with her data usageShe also states that she received misinformation regarding how much data usage had been usedMs*** is requesting a refund of $for having to cancel her account
Ms*** I can fully understand Ms***'s concerns regarding the data usage, and the frustrations about receiving a higher than expected billI am *** to review her account to provide information she *** find helpful
Ms*** I truly apologize for the frustrations and inconvenience this issue has caused Ms***In her complaint she stated that she was given misinformation regarding the data usage, and this is the reason she cancelled hotspotPlease keep in mind the amount of data used is approximate, and does have a hour delayThis delay can cause the usage to change from day to day
In addition, Ms*** stated that the early termination fee changed from $to $to $The early termination fee is prorated based on the amount of time remaining in the contractDue to the amount of time left in her contract, she was billed the early termination fee of $
I have reviewed Ms***'s accountOur records reflect that Ms*** spoke to our Customer Relations Department on March 6, At that time, we offered an adjustment of $towards the overage she was chargedMs*** declined the adjustment, and wanted the hotspot cancelledI regret I am unable to waive the early termination feeHowever I have issued an adjustment of $plus $in taxes for a total adjustment of $This adjustment will give Ms*** a credit balance on the account of $
Ms*** please let Ms*** know that I am sorry for the frustrations this issue has caused herI hope she finds this information helpful
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, 2015/03/04) */
March 4,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL
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 account
I am in receipt of Mr***'s concern regarding the promotional pricing of our 10gb plan
Ms.*** I want to apologize to Mr*** for the information that was received at one of our retail locations as well as the poor service he experiencedI am *** to provide additional options for Mr***'s issue
First of all, I contacted the store that Mr*** visited regarding the point of sale material that was displayed during his visitHe is certainly correct that the advertisement for the promotion of 10gb of data for $was still being displayed even though the promotion had endedThe store advised that they had not yet received their new promotional material
I want to personally apologize to Mr*** for the type of service he receivedRude conduct is not the type of customer service any of our customers deserve nor we desireI am pleased that the 2nd store that Mr*** went to was able to accommodate his needs at an even lower price
I would like to also honor the size and price of the original plan that Mr*** was interested inIf, for any reason, Mr*** wants to change to the 10gb plan for $90, we will honor that price for himI will make this offer good for days should he choose to think over the option
If Mr*** would like to change to that plan, he would only need to call our Customer Service Department at the number belowOur Customer Relation personnel can assist with the change
Ms.*** I certainly understand the negative feelings by Mr*** as a result of his visitWe have taken steps to correct this type of experience at that locationPlease know that if any further assistance is needed we will be more than *** to assist
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/12/15) */
December 15,
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(r) in reference to the above accountWe are in receipt of Ms*** complaint in which she states that an amount was taken from her bank account that was twice what she owedShe states that she called and asked to have the excess debit reversed and we requested she fax her bank statement to usMs*** also advises she did fax in her statement, but we have not made the correction to her accountMs*** would like a refund of $and would like her online bill payment closed until it works appropriately
Ms***, I can definitely understand the frustration of Ms*** by seeing an extra payment on the account and needing this refunded back as soon as possibleWe apologize for any frustration or inconvenience this *** have caused herI appreciate the opportunity to review Ms*** account and provide any additional information that she *** find helpful
Ms*** billing cycle begins on the 16th of each month and ends on the 15th of the following monthOnce her billing cycle ends, the following day, the 16th of each month her monthly invoice begins to generateMs*** invoice that generated on the 16th of October for cycle dates September 16th through October 15th in the amount of $68.51, due on November 11th was paid on November 18thMs*** paid this through her online U.SCellular(r) MyAccount, using her checking account
On November 16th, her next invoice began to generate for cycle dates October 16th through November 15thHer November 16th invoice shows current charges of $63.81, past due charges of $with a total amount due of $due on December 10th Unfortunately, when a payment is made while an invoice is generating, the payment is not reflected on the statementWhile Ms*** only owed $by the time she received her monthly statement, the online system reads the statement generated
Ms*** has complete control over when and how much of a payment she makesMs*** does not have automatic payments set up and logs onto her online U.SCellular(r) MyAccount to make her monthly paymentsOn December 3rd 2014, Ms*** made a payment of $through her online U.SCellular(r) MyAccount using her checking accountOn December 3rd at 10:PM, Ms*** called in and advised us of the over payment, we advised her to call in the next morning due to Financial Services being closed
On December 4th at 6:AM, Ms*** spoke with a representative in our Financial Services DepartmentWe advised Ms*** that she would have to show proof that the payment has cleared her account before the payment can be refundedMs*** was advised to fax in her bank statement showing that the payment has cleared her account and was warned it can take up to days for a check payment to clear ones account
Ms*** faxed in her bank statement on December 9th and the fax was sent to the Financial Services Resolution Department for review and for over payment refundUpon review of what Ms*** faxed in, her bank information was cut off and a statement with her running total, providing the balance before and after the over payment was made is neededMs*** was advised by email on December 11th to contact Financial Services in regards to the over payment
Ms***, currently we show there is a credit balance of $on Ms***' accountStarting tomorrow December 16th, her new invoice will begin to generate for cycle dates November 16th through December 15thTo refund the credit balance on Ms***' account, she would need to refax her statement; it must include her bank name, the balance before she made the payment, the payment, and the balance after the paymentMs*** would need to fax this to X-XXX-XXX-XXXX and once received, it will be reviewed for a refund
With the U.SCellular(r) online system MyAccount, our customers have the ability to control their account, view their invoices, submit payments or setup auto-payMs*** does not use auto-pay and logs into her account monthly to make her paymentsWhen she makes a payment online, she specifies the amount she wants to pay and then has to verify that amount before the payment is submittedIf Ms*** would like to have her online account closed, she would need to call in and speak with our Technical Support Department to assist her
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, 2014/10/28) */
October 28,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
***
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms*** complaint wherein she states that the Customer Service that she's received has been very poorMs*** states that a clear explanation as to why the bill was higher was not provided to herShe is stating that on September 20th she spoke to one of our Customer Service Representatives and requested to have the Shared Data plan reduced to GB from GB of data and was assured that the data plan was taken care ofMs*** called in a week later and was informed that the plan was still on the GB data planShe then states that when she got the bill it showed that it was over $hundred dollars when it should've been drastically smallerMs*** stated she called in on October 24th and spoke to a Customer Service Representative were she was told that the charges were correct and that on October 8th the data plan was changed to the 4GB data planShe states that she was put on hold to see what options the agent had to reduce the data charges and was told that since no changes were made in September they couldn't make any adjustmentsMs*** is requesting that her account be credited for the incorrect charges for data
I can definitely understand Ms*** frustration and desire to have this resolved as quickly as possibleI will be more than *** to research this request for you
I would like to extend a heartfelt apology to Ms*** for customer experience she experienced
While researching the account I discovered that on September 5th 2014*** called in to setup a payment arrangement for September 26th for $Later that month on September 26th *** *** called in to request that a payment arrangement be setup through our Financial Service Department for October 24th 2014, the representative informed her of all the options that were available, and renegotiated the arrangementOn that same day Ms*** spoke to our Customer Relations department where the agent offered to credit the account ($150.00) for the way she was treated with the Financial Service agentDuring my research I discovered that on October 2nd Ms*** wanted to see her options on cancelling service due to the cost and spoke to our Customer Relations department regarding the billing concerns.*** called in on October 8th and had the data plan was switched to the GBDuring this time he was advised of proration and processed a payment for $through our Financial Service DepartmentOn October 24th *** called in regarding the higher bill and was informed that the plan was changed on after the bill cycle closed and bill printed
We have reviewed Ms*** complaint regarding her billing concernsIn my findings I found that during the month of September only two transactions took place both regarded setting a payment arrangement up for the accountOn October 8th I do see noted that we successfully switched the plan overDue to the cycle closing on the 1st of each month the data change did not affect the current bill due for OctoberI do see noted on the account that customer was informed charges were valid and that no more credit would be applied due to the $credit already applied to the account
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it very convenient that after doing their research they can see times we called in, but they are not sharing the whole storyHow is it that they can note we inquired about cancelling service, or that we called in about payment arrangements, but somehow they can't see that we requested our plan to be changed? Also, if customers are a top priority to them and the apology is so 'heartfelt' as they say it is, I would expect my name to be spelled correctlyThey have my name from my complaint and from my accountIt is *** with an 'm', I do not know a Ms***
Final Consumer Response /* (4200, 16, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My only question is when did the three lines mentioned in the response become eligible for discounts? This was obviously not told to us by any other representativeWhat is the amount of the discount, and why are they eligible? If they were eligible prior to just this last bill, we should be getting a credit for the full time they have been eligible for this credit, as it is the company's mistake for not telling us about this discount and for not applying it until now
Final Business Response /* (4000, 18, 2014/11/08) */
November 8,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number:***
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXX
Account Holder:***
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s rebuttal complaint regarding the discounts applied to three of her linesMs*** would like to know when the three lines became eligible for a discount and how much is the discountMs*** states that she should have been advised of the discounts and should be credited for the whole time the lines were eligible to receive the discount
I certainly recognize how frustrating this experience has been for Ms***I see that she has had multiple interactions with our Customer Service Department and I understand why Ms*** feels the way she doesI truly regret the inconveniences that Ms*** has been caused due to the miscommunications about her current offer and the discounts available to herI will be *** to further review Ms***'s account to further address her concerns
Ms.*** I have reviewed Ms***'s account and I noticed that she changed to our Shared Connect offer on February 11, The discount that our previous representative mentioned is for a reduced connection charge for lines that have a smart phone or feature phone that is financed or customer owned equipmentThe discounts are not available for tablets, modems, or hotspot devicesIf a line is eligible for an upgrade, the phone that is currently active is considered customer owned equipmentMs*** has three lines that are currently eligible for an upgrade,*** ***, which means that she has customer owned equipment activeThe promotional discounts became available on *** 20, We do not proactively send notifications when our promotions change because of how often we have promotional updates occurThis is why Ms*** was not made aware of the discounts when they first became available
When Ms*** contacted our Customer Service Department, we should have reviewed Ms***'s current offer and offered to add the discounts for herI regret that this did not occur during the different interactions that Ms*** had with our Customer Service DepartmentI will honor an adjustment for each of the three lines that are eligible for the reduced connection charge discount since *** 20,
When Ms*** was on our GB Shared Connect plan, her connect charges for the three lines would have been $each, instead of $Ms*** had the GB Shared Connect plan from February 28, through October 8, I have applied an adjustment for bill dates July 5, 2014, July 31, 2014, August 21, 2014, and September 9, totaling $including taxesMs***'s offer was changed from the GB offer down to GB on October 8, 2014, which changed the amount of the discount the lines are eligible forEach line is now eligible for $discount off of the $connection chargeThe adjustments for the October 7, and November 6, bills have already been appliedThe November 6, billing statements shows on page of that credits in the amount of $and $were appliedThe three lines also have additional discounts shown on pages 9, 10, and The three lines will remain eligible for the reduced connection charges as long as they remain eligible for an upgradeIf the lines are upgraded, they must select Device Financing in order to keep the discounts active
Ms***'s balance has been reduced from $down to $Part of the balance of $was due by October 27, and the other part of $is due by November 26, I truly hope Ms*** finds this resolution helpfulOnce again, I sincerely apologize for the frustration and inconvenience that Ms*** was caused
Ms.*** I greatly appreciate your time and the opportunity to assist with Ms***'s concernsIf Ms*** has any further questions, she *** contact our Customer Service Department by dialing XXX-XXX-XXXX from any phone
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 13, 2015/02/23) */
February 23,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
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*** complaint regarding the above accountIn the complaint Mr*** states on Monday January 26th, he visited the a U.SCellular Authorized Agent location to make an inquiry about getting a replacement phone due to his current one no longer holding a charge, and not having a replaceable batteryAlso stating he inquired about possible lowering his billingMr*** stated he was not satisfied with the information he received at that time and decided to visit a U.SCellular corporate locationWhile speaking with the associate in our corporate location he was informed that his plan had been changed and a new month agreement was signedMr*** stated he did not agree to the new plan or the new contractMr*** stated he spoke with a U.SCellular Customer Service Representative who seemed very unconcerned, and did nothing to help
Ms*** U.SCellular strives to deliver the highest quality of customer service and it is never the intent to make unknown changes, or seem indifferent to a customers needPlease extend my apologizes to Mr*** for any inconvenience of frustration this *** have caused
In reviewing the account I found Mr*** price plan did change on January 27th, and that change was made in a U.SCellular Agent locationThe offer was moved to a Shared Connection offer which does require a new month contractI also show Mr*** spoke with a U.SCellular corporate location on the same dayAt that time it is noted we informed him of the new plan and Mr*** did rebut the change at that timeMr*** requested at that time to be moved back to his old planThe representative advised Mr*** at that time the plan was no longer available and offered to use points to help Mr*** replace the phoneMr*** declined at that time
In further review I show Mr*** spoke with U.SCellular Customer Relations Department on January 27thIt is noted at that time that the store has a copy of the contract and the change was valid
Ms*** in an effort to resolve this for Mr***, I contacted him on February 19thWe discussed the events of January 27th and possible resolutionsI offered to move the eligibility timer of his line and use the reward points his account has earned, to replace his current device with a new one at no costMr*** declined at this time stating he only wanted the current contract removed and the previous one reinstated, which had six months remainingI have agreed to contact the agent location and retrieve a copy of the new contractOnce received, I will be in contact with Mr*** and continue to work on finding an agreeable resolution
Ms*** I would like to thank you for the opportunity to respond to Mr*** concernsShould Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 15, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear ***;
Thank you for an expedient display of fortitude
US Cellular has perktheir ears to give attention to my plight
During the last telephone contact from the US Cellular Corporation a gentleman explained to me that he has been attempting to contact the "Agent" the commenced this situation, but to no avail(We have been experiencing ice/snow/freezing temperatures lately)
Please allow this to remain open until March 16, This timeframe will allow us to see if indeed US Cellular is actually going to do something substantial or if their just (Blowing Smoke) stalling for delayed time
Thank you, for all your assistance in this matter
Cordially,
***,***
Final Consumer Response /* (4200, 19, 2015/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your continued support of this complaint; however, I am awaiting to see their spoken words put into action (written) words (black & white)
US Cellular has purposed to rectify (undo) the mishap by their agentI will notify Revdex.com as soon as I see the next statement (billing); view that the account is back in its original position, to confirm that I am satisfied with the results of the excellent job performance of the Revdex.com and will request that the "File/Case #XXXXXXXX" be closed
Thank you, once again for the excellent performance of a "job-well-done"
Cordially,
*** ***
Final Business Response /* (4000, 21, 2015/03/16) */
March 16,
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*** rebuttalIn his rebuttal Mr*** stated he wanted to wait until the next Billing statement posted to insure U.SCellular had complied with our agreement with him
Ms*** I understand Mr*** concerns and I am sorry he is still concernedI am very willing to address this and supply the needed information
In the rebuttal Mr*** mentioned he wanted to wait for the next statement to insure U.SCellular had complied with our agreementMs*** please let Mr*** know the billing statement doesn't contain any information regarding the Service AgreementsPlease assure him the service Agreements put in place on January 27th in one of our Authorized Agent locations, has been removedAs stated in our first response, the old plan is not available any longer and cannot be returned; however, the current plan is a lower costMs*** please advise Mr*** he can contact our Customer Service Department and they can confirm the Service Agreements have been removedAt this time U.SCellular has addressed and resolved the complaint concerning the rebutted Service agreementI hope this information has been helpful
Thank you for allowing U.SCellular to address this rebuttalShould Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 5, 2014/04/11) */
April 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 Ms***'s complaintIn her complaint she states that she purchased her hotspot on July 13, and that the device did not work in her home so she returned it on July 21, Ms*** states that she was never refunded the $she paid for the hotspotShe states that in February of she moved from Wisconsin to Missouri and she admits that she did not follow up on the account until she received a notice from the collection agencyShe states that she called the collection agency and when she was told the balance was for her U.SCellular account she disputed the charge she states that she was offered a discount on the amount owed and she refused and she declined as she states these were not valid chargesShe states that she was told it was being sent to a review committee and that she received a letter stating the charges were valid however there was not explanation as to whyMs*** would like as her resolution, her credit of $that she was charged and states was never refundedShe would also like an apology from both companies and that she feels U.SCellular should reconsider their collections policies or chose a company that has detail to the account
I can certainly understand Ms***'s frustration with being told she owes a balance and then never being told what the balance is forI also know that dealing with an agency whose job is to collect money owed can also be a frustrating experienceI appreciate Ms*** giving me to opportunity to review her account and hopefully provide clarification
I see that as Ms*** stated she opened her hotspot account on July 13, and then returned her device within the days satisfaction periodThere was an a enterprise wide upgrade occurring when Ms*** took her modem back into the store on July 21, 2013, so we were unable to cancel her account until July 27,
In reviewing Ms***'s account I verify there were incorrect charges on her accountI have pulled Ms***'s account from the collection agency and adjusted the incorrect chargesMs*** had a balance of $She was erroneously billed an early termination fee because she did return her device within our guaranteed time; she was billed $plus tax for a total of $157.48, this has now been credited and removed from her accountThis reduced her balance to $
Ms*** was also billed a $Device Activation Fee, in reviewing the memos on the account I do see that we promised to waive this fee and it was not doneI have waived this fee and with tax the credit for this fee was $38.98, this reduced her balance to $The $is for the time Ms*** used her hotspot from July 13th through July 21st
While I realize that there were billing errors on Ms***'s account, I am not justifying these errorsOur goal is to provide accurate billing, however since the billing system was a human creation and human error does occur Ms*** did have errors on her accountMs*** never called to inform us her bill was wrong and she never gave us the opportunity to correct our mistakeAccording to her account once Ms*** canceled her account she only called in once on August 6th to verify the account was canceled, at no time in that conversation did she state there was an issue with her bill
We sent Ms*** a bill on September 30, 2013, this bill contained the erroneous early termination fee and activation fee, Ms*** did not call to dispute this billHad she called we could have resolved this issue months agoMs*** also received bills in October, November December and January all with the balance of $208.19; we never received one phone call from Ms*** stating this balance was incorrect or that she was disputing any charges
In February 2014, after sending Ms*** five bills and receiving no payment or dispute her account was sent to an outside collections agencyThe collections process for every company is that they buy the outstanding balance and attempt to collect the debt for the customer's privacy they are not provided specific details of the accountOnce an account is sent to a collections agency FTC rules prevent us from discussing the account as it has now been purchased by someone elseI am not privy to the escalations or overview committee of the collections agency; however I can say that their policies are not U.SCellular policies
Ms*** I do regret that this issue caused Ms*** frustration and I do take ownership of the fact that Ms*** did have errors on her bill and that those errors did have a role in this issueHowever had U.SCellular been given the opportunity to correct our error Ms*** could have been spared this process
At this time the balance on Ms***'s account is $for the services she used while her device was activeIn Ms***'s complaint she states that she was never refunded the money she paid for her hotspotI contacted the store where Ms*** returned her device and they were able to send me a copy of her original sales receipt from July 13th and her refund receipt on August 6, where she was refunded $I have attached copies of these receipts to this case
Since Ms*** has already been refunded her $and I have corrected the billing errors on Ms***'s account once the $is paid Ms***'s account will be considered closed and paid in full
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** B
Customer Resolution Support
U.SCellular

They quoted me a price in writing and then charged me dollars a month more than the quote and wouldn't honour the quote I tried to return the phones and they refused I will never suggest us cellular

Initial Business Response /* (1000, 10, 2014/05/12) */
*** 9,
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 have received Mr***'s complaint in which he describes that U.SCellular informed the customers that the Chicago area would no longer be serviced by U.SCellular and that he needed to find another service provider by January Mr*** continues by stating that on November 15, 2013, he his two cell phone lines to*** and in December called to cancel the third line which was a landlineMr*** states that during the call to cancel his landline, he was advised that the line charge would be increasing from $to $monthHe further states that he called to cancel the landline on December 27, Mr*** points out the he did not initiate the cancellation but instead says he had to cancel due to U.SCellular leaving the areaHe states that he made several attempts to reach U.SCellular between January and March 20, (which is the date on his notice of final bill)He also states that the balance of $is incorrect as it is more than the proration of service and the monthly service charge for the landlineMr*** states that he would contact U.SCellular and be on hold for minutes or more and finds this unacceptableHe states now his account has been sent to collection agency and has been refused assistance regarding the balanceMr***'s desired resolution is to have adjustments made to his account (to also account for the discounts that he was receiving)He states that he has no problem paying what he owes from when he was active but feels it should be much less than the amount the collection agency has presentedHe also wishes to have the account removed from collections
Ms*** I can certainly understand Mr***'s desire to ensure that his bill is correctedReceiving a bill that is higher than what it is expected it to be can certainly be cause for concernI regret that Mr*** has had troubles getting this taken care of but I want to let him know that I am more than *** to review his account and assist with this matter
Back in November 2012, an announcement was made that U.SCellular was in discussion to sale a portion of the company that resides in the Midwest Market to***This portion did include the area that Mr*** residesBy *** 17, 2013, the agreement had been made and finalized with*** and this area was officially sold to***Notification had been sent by letter in the mail to advise our customers to prepare for this transition by either contacting*** or looking for a new wireless providerAfter the sale was final, customers were able to continue using the U.SCellular service until they found new service or until*** shut down the U.SCellular network in this area; whichever came firstCustomers were sent letters from*** to advise them of how long they had to locate new service before the network shut down
In review of Mr***'s account I show that on November 18, 2013, his two lines which end in *** cancelled due to being ported to another wireless carrierBy this date, Mr*** had already had a bill generate on November 4, for his monthly service in the amount of $that was due by November 28, At this point, there had been no contact directly with U.SCellular regarding neither the cancellation of the line or any payment towards the balance due
On December 6, 2013, Mr***'s next billing statement generatedThis bill contained the past due balance of $and a current balance of $due by December 26, The current balance was less than as the account had been credited back for service for no longer being on a three line service since November 18, Mr***'s account was billed for the 1-line minimum of his plan from that day forward
On December 16, 2013, the authorized user for the account contacted us in regards to the account balance and to see if the 'home phone' line has been cancelledI would like to quickly point out that while Mr*** *** have been using this phone as his 'home phone,' the line was actually a cell phone line and billed as suchAt this point, the line had not yet been cancelledOur next documented contact was on December 27, The authorized user for the account and Mr*** contacted us once more and requested to cancel the remaining line which ends in ***On this day, the final line was cancelled and the account was closedPer the documentation, Mr*** inquired about pending charges on the account and was advised that will know the actual charge amounts once the bill generates
On December 31, 2013, a new bill generatedThis bill was for a balance of $and was due by January 20, This bill also contained a past due balance of $from the previous bills that had gone unpaid, bringing the total to $Once the next bill was calculated, Mr***'s account generated a credit back for services unused during the last billing cycle when the final line was cancelledThis credit back was for the amount of $Included in this amount was a partial credit back for services billed in the previous cycle as well as a partial charge back for the discounts provided in the previous cycle; both the credit and charge are for the days that the lines were not active during the last cycleThis amount was deducted from the previous balance on the account and left the current balance of $due to the accountNo Early Termination Fees or additional charges were billed to Mr*** due to U.SCellular leaving his servicing areaThe above amount is the balance that is currently due to U.SCellular and is accurate
I have found that on January 21, 2014, we received a call from Mr*** in regards to the balance due on the account and he was advised that the Final bill had not generatedOur next contact was not until *** 3, 2014, when Mr*** spoke with our Customer Service DepartmentIt appears general calculations were provided to Mr*** based on information that was provided to us by himIt was determined that approximately $of the balance was unaccounted for; however, this was without being able to access the actual bill to provide specific detailsAs I have mentioned above, the balance of $is accurate
The last contact we received from Mr*** was on *** 7, During this call, Mr*** spoke with our Financial Specialty Department at which point he was advised that we are unable to provide account specific information and would need to dispute the balance with the collection agencyOnce an account has been assigned to an outside collection agency, U.SCellular no longer has the legal rights to discuss the account and is to refer the customer to the collection agency with any inquiriesIn the case of this complaint, we were able get a temporary hold placed with the agency in order to address Mr***'s concerns
At this time, we will not be able to meet Mr***'s desired resolution for an adjustment or removal of his account from the collection agencyThe account balance is accurate and multiple bills were sent with the balance due to Mr*** to advise him of the balance due prior to being sent to collectionsBecause of the amount of time that the account was left in a past due status, the account was sent to the collection agency for retrieval of the balanceThe amount provided by the collection agency would need to be paid directly to the agency in order to settle the account
Ms*** I regret that we were unable to meet Mr***'s desired resolutionI hope that this information is helpful in clarifying for him that the balance is correctI am sorry that Mr*** has had a not so pleasant experience during this process and that we could not keep him as our customer to begin withShould 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, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear ***,
I am sorry, but I do not accept this response.I would like you to review my account history, and verify if there was ever any late or unpaid balances on my account prior to this disputeIf there was not, it seems odd that suddenly there would be a refusal on my part to do soYou wrote: "On December 31, 2013, a new bill generatedThis bill was for a balance of $and was due by January 20, This bill also contained a past due balance of $from the previous bills that had gone unpaid, bringing the total to $Once the next bill was calculated, Mr***'s account generated a credit back for services unused during the last billing cycle when the final line was cancelledThis credit back was for the amount of $Included in this amount was a partial credit back for services billed in the previous cycle as well as a partial charge back for the discounts provided in the previous cycle; both the credit and charge are for the days that the lines were not active during the last cycleThis amount was deducted from the previous balance on the account and left the current balance of $due to the accountNo Early Termination Fees or additional charges were billed to Mr*** due to U.SCellular leaving his servicing areaThe above amount is the balance that is currently due to U.SCellular and is accurate
I have found that on January 21, 2014, we received a call from Mr*** in regards to the balance due on the account and he was advised that the Final bill had not generatedOur next contact was not until *** 3, 2014, when Mr*** spoke with our Customer Service DepartmentIt appears general calculations were provided to Mr*** based on information that was provided to us by himIt was determined that approximately $of the balance was unaccounted for; however, this was without being able to access the actual bill to provide specific detailsAs I have mentioned above, the balance of $is accurate."
NEVER in the last moths has anyone from US Cellular EVER provided that informationWhy? I'll tell you why, because you NEVER sent me that information and you yourself admit above that as of January 21, US cellular still had not determined the final bill.From January 21st, until late March we DID NOT receive a thing from youHowever, we tried to call, but your customer service had excessive wait times
Just for clarification:
1st) When we called to advise we were transferring our cell phone service and keeping our land line, the agent we spoke to advised us that the cost of the land line, although it was a cell phone we were using, was going up from $to $We were not told it was considered a "full" line service, otherwise I would have cancelled it2nd) After we cancelled our land line on December 27, the agent we spoke to said it would take 2-months for them to get our final bill ready because of their own systemWe waited and tried to call them again the following month and you see what we were told in JanuaryWe would try and call again, but were put on hold for over minutesWe then decided to call a store in Wisconsin and ask for some help because we didn't know how to proceedThe manager at the store advised us that it usually takes 2-months for the final bills to come outSo we waitedWe received our final bill dated March 20th in the last week of MarchWe called USCellular to dispute the charges and again unable to get through to someoneBy the end of April (days from our last bill) we received a collection noticeI couldn't believe that they gave us less than days to pay our bill before sending it to a collection agencyWe did not receive any bill or notice during January or FebruaryThis last and final bill we received the at the end of March
Finally, we were loyal customers who liked US Cellular and you pulled out of the Chicago marketThat was your choice not oursWe did not want*** and chose to switch to***We were told that had to be done before January It was YOUR system that took so long to adjust the credits, discounts, etcIt was your customer service that provided inaccurate information regarding the land -(XXXX) line, and it was your excessively long wait times that compounded an already frustrating situationWe DID NOT receive 'multiple" final bills as you state with the balance due from youWe received one, and that was at the end of March
Final Business Response /* (4000, 14, 2014/05/13) */
*** 13,
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 appreciate this opportunity to address his concernsIn our original response my associate provided a detailed and accurate recount of the interactions we have had with Mr***I have summarized the balance on his account in a concise format below in hopes that the information will be clearer
A statement was processed on 10/2/(dates of service provided were from 9/26/to 10/25/13) and the amount due on that statement was $This amount was paid in full on 10/31/
A statement was processed on 11/04/(dates of service provided were from 10/26/to 11/25/and the amount due on that statement was $This amount was not paid by the due date of 11/28/
A statement was processed on 12/06/(dates of service provided were from 11/26/to 12/25/13) and the amount due on that statement was $The amount mentioned in the previous paragraph of $had not been paid and the current charges on this bill were $The total amount due on the bill was $
A statement was processed on 12/31/(dates of service provided were from 12/26/to 1/25/14) and the amount due on that statement was $The amount mentioned in the previous paragraph of $had not been paid and the current charges on this bill were $The total amount due on the bill was $
The final bill was processed on 1/26/(dates of service provided were from 12/26/to 1/25/14) and the amount due on that statement was $We are aware that Mr*** *** not have received this statement by mail but there are no charges that billed to his account on this statementThe statement shows only that credits were issuedMr*** had not made a payment but since we bill thirty days in advance we needed to credit him back for the days of service he had been billed for but had not usedThe total amount due on the bill was $
In summary Mr*** has not made a payment to US Cellular since 10/31/yet his last line was not cancelled until 12/27/It is therefore only logical that a balance would be dueThe statements sent on 11/4/13, 12/6/13, and 12/31/were not paidIf Mr*** would like copies of these statements we would be glad to provide them if it would help resolve this issueThis request would need to be made within the next seven to ten days
It is true his revised final bill was not processed until 3/20/and was due on 4/9/and we sent two more statements after that date that processed on 3/31/and 5/1/Again we will provide those statements to Mr*** if he would like to request them within the next seven to ten daysI am truly sorry that he had trouble reaching us by phoneThe fact remains that the majority of the balance on the account accrued long before the bill that we sent in March and the statements sent in November and December were not even partially paidThe balance of $is accurate and valid
We were one of the last wireless providers to start selling service in his areaRegrettably, because of this we were not able to gain the subscribers needed to remain profitable in this marketThis is the reason we have sold this market to*** *** CorpWe appreciate that Mr*** was part of the US Cellular family for nearly three yearsIt is customers like him that have made this decision a difficult one to make
Please ask him not to hesitate to contact us at XXX-XXX-XXXX if he has further concerns
Sincerely,
***
Customer Resolutions Support

Initial Business Response /* (1000, 10, 2014/04/24) */
April 24,
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(r) in reference to the above accountI am in receipt of Ms*** complaintIn Ms*** complaint, she stated that she contacted the account department in February regarding a double payment that was madeThe necessary information was faxed in but she has not received a response or credit to her accountMs.*** states that at that time she had two accountsShe is requesting to have those payments applied to the correct accountMs.*** stated that when she called in again on April 18, no one wanted to help her unless she made another payment
Ms.*** I would like to begin by apologizing for any frustration and inconvenience caused to Ms.*** by this matterI have reviewed Ms*** accountsOriginally, Ms***, wireless modem (line ending in 8248) was on its own account under account number *** and she had her cell phone (line ending in*** on account number ***On February 13, 2014, Ms.***, requested to have both of her accounts joined together so that she would only receive one billThis request was completed on the same day and the account number *** was closedA final bill dated February 27, for the account *** was sent to Ms.*** showing a balance of $due on March 19,
Ms.*** I have confirmed with our Payment Control Department that Ms.*** was set up on Electronic Bill Pay (not through the My Account service) on the account ***After account *** was closed, additional payments posted to the account on March 14th and April 15thThis left account *** with a credit balance of $Generally speaking, when an account is closed and a credit is remaining on the account, this credit is distributed back to the customer after days (or two billing cycles) have passed
I have worked with our Payment Control Department to transfer the credit balance ($110.40) over to account number ***Account number *** now has a balance due of $If Ms.*** has not already done so, we would ask that she ensure the correct account number has been updated with her bill pay service
In regards to the call made in February regarding missing payments on account number ***I show that on February 12, 2014, Ms.*** contacted us stating that she made three payments but at the time we did not show these payments on account number ***It was found that those payments were made to account ***Listed below are the payments:
December 3rd - $112.92, December 16th - $26.57, January 14th - $26.57, and February 14th - $
I would also like to go over the billing on account *** during this time to help explain why when we transferred the credit over, it was only $
Previous Balance Payments Received Credit & Adjustments Past Due Balance Current Charges Due Date Total Amount Due Statement Date Service date
$$$$$11/25/$10/29/10/to 11/
$$$$$12/25/$12/1/11/to 12/
$$139.49CR $$86.03CR $1/18/$59.30CR 12/29/12/to 1/
$$26.57CR $$85.87CR $2/16/$59.13CR 1/27/1/to 2/
Ms.*** because of the credit caused by these payments being made to account ***, the monthly amount due was taken out of the credit on the accountTherefore, when our Payment Control Department received Ms*** fax, the credit on the account was at $which they transferred over to account number *** on February 16th
Ms.*** I hope that the explanation and resolution provided above was helpful and satisfactory to Ms.***I am very sorry to learn that due to the issues experienced she decided to port her cell phone number over to another providerI apologize for any confusion and frustration that this matter has caused
I would like to take this opportunity to thank Ms.*** for her service with U.SCellular(r) and I appreciate the opportunity to address her concerns
Should Ms.*** have additional questions, she may contact our Customer Service Department at ***
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2014/09/25) */
September 25,
Revdex.com of Chicago
Attention: Ms.***
N Wabash Avenue Suite
Chicago, IL
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 Ms***'s correspondence regarding her billing and payments made on multiple accountsIn her complaint Ms*** states that she has had billing issues for some timeShe states that she has received different information from both our retail store as well as our Customer Service Departments and that she has been told that she is paying too much
I can truly understand Ms*** concerns about her payments and then interruption of her service due to non-paymentI will be *** to research her account and provide the following information
Ms.*** our records reflect that Ms***'s account was originally cancelled for non-payment in February of Ms***'s services were re-established a few days later by her request and partial paymentWhen this process occurred, we were unable to reopen what we call the Billing Arrangement for her original account causing us to have to create a brand new oneEven though she now had two Billing Arrangements, she still had only one account
The two active Billing Arrangements on the account began sending two bills per monthOne bill contained her gb data charge of $plus taxes while the other bill contained the monthly phone connection fees of $for phones plus $for device protection on one line plus taxesThis means her total monthly bill should be running $plus taxes and feesWhile Ms*** paid on one of the bills, the other went unpaid creating the past due and subsequent interruptions of service and restore feesThe $payments that Ms*** refers to in her complaint were a result of several months of no payments on one of the billing arrangements
I am pleased to report that we have since resolved this issue of two billing arrangements and Ms*** should now only see one bill per month with the correct billing and usageMs*** states that this resulted in several restore fees that were applied to her accountMs*** has had a total of sets of restore fees charged to her accountI am pleased to report that we credited two sets of those totaling $plus taxesThis credit can be seen on page of her bill dated August 9, In addition, I can see that one of her three most recent restore fees were credited to her account on September
For her inconvenience and per her request for resolution, I have credited the balance of $for one of the invoicesIn addition, I have credited the remaining most recent restore fees for a total credit of $
Since Ms*** had not been paying on one of her billing arrangements, the total past due resulting at the time of her most recent suspension on the billing arrangement that was outstanding was $Ms*** made a payment of $on September leaving an unpaid balance of $After the credits mentioned above that I have made to the account today, her new current balance is now $This means her total credits issued today were $This current balance is due on September 29, If Ms*** needs any assistance with payment arrangements I would suggest she call our Financial Services Department at X-XXX-XXX-XXXX
Ms.*** I want to apologize to Ms*** for the confusion caused from the two billing arrangements
While it *** have appeared she was getting "double billed", she was, in fact, getting two bills for different service features on each billI would encourage Ms*** to call our Customer Service Department anytime she gets either multiple bills or lower than billsThis will prevent any subsequent action taken as a result of missed paymentsI again, apologize for the frustration and inconvenience caused from the reestablishment of her account
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, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm on the phone with customer service now after trying to pay my bill on line which wouldn't work, I called the automatic payment to try to make payment, but it's saying I have a credit of $and I couldn't make a paymentNow, customer service is still saying I have accounts which is the same problem I've been trying to get straighten outIf I don't make the payment tonight my phone will be cut off & I'll have to pay again a re connection feeWhile being put on hold, I was disconnected from customer service!!! REALLY...I HAVE HAD ENOUGH!!!!!
Final Business Response /* (4000, 14, 2014/10/03) */
October 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 accountI am in receipt of Ms***'s complaint in which she states that she was unable to process her payment
Ms*** states she attempted to process the payment through the automated system, but was informed that she still had a credit of ($11.85)Ms*** also states that she tried to process a payment of $online but was unsuccessful prior to calling the automated systemShe also states this is the same issue that has yet to be resolved for herShe is concerned that her service will be suspended for non-payment and a reconnect fee will be applied to the accountMs*** is stating that while discussing the account with a U.SCellular agent she was disconnectedShe is requesting that her account finally be corrected and that she is able to make payments through the automated system
I can definitely understand Ms***'s frustration and desire to have this matter resolved as quickly as possibleI will be more than *** to research this matter and provide assistance for her
I am also extremely sorry to hear that her call was dropped with our U.SCellular agent on October 1st I was able to see that our agent did attempt to call Ms*** back right after call was dropped but regret that there was no answer
In my research, I discovered that once that request was made to merge the accounts together, it took time for the request to be completedI also saw that on September 29th a payment was made of $onto the older accountThis resulted in the older account being zeroed outI find that we have resolved that situation and successfully switched Ms*** over to a single account
Ms.*** please let Ms*** be aware that we have taken necessary steps to quickly resolve the automated system providing incorrect information
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/12/05) */
December 5,
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 complaint wherein he states that he started service with us in West *** but was traveling to his place of employment located in Baltimore MarylandMr.*** states that he wanted to keep his service with us despite the fact that the area did not have any coverageHe's feeling that his bill hasn't been correct since he signed up for service, and states that the Customer Service Support isn't meeting his expectationsMr*** feels that he is no longer receiving good quality service outside of our coverage areaHe's requested to port out two of his lines on his account due to the quality of service he is receiving outside our coverage area, and keep his third line active on the U.SCellular accountMr*** is stating that he was informed that there was nothing that could be done for his Early Termination Fees (ETF) on the two lines; also that neither device can be unlocked until the bill is paidHe believes that due to the circumstances surrounding the ordeal he shouldn't have to pay for both ETFs and the devices should be unlocked properly
I am sincerely sorry for all the frustration Mr*** has experience due to the issues with his service qualityI understand the importance of having a working phone and receiving quality service U.SCellular customers have come to expectI am *** to look into this situation for Mr*** and provide him with information that I hope is helpful
On October 24th Mr*** reached out to inform us that he will be moving and requested to have line *** cancelled due to no service where he was goingOctober 30th he spoke to one of our Customer Relations Specialist which informed Mr.*** that if he were to cancel lines*** and *** his ETFs were approximately $per lineThe agent also informed him that a credit would not be given at that time due to him moving outside the coverage areaLater that same day Mr*** spoke to an associate that informed him of the data capabilities that he would receive while living in the Baltimore areaA Customer Relation Specialist once again informed Mr*** of his data limits of 200MB per line while in a roaming area on November 19th Looking at the account on November 29th he called in to have his account credited for the overage as well as the activation fee due to him agreeing to upsize his data planDuring the same interaction it was advised that the activation fee would not be waived due to a different device being activated onto the accountWe do have recorded that three activation fees were waived per customer request on December 4th Also on December 4th we advised him that a credit was given for the overage on November 25th
In reviewing Mr***'s complaint, I find that clear expectations were set for him and adequate time went by for Mr*** to make arrangements regarding the accountAlso a credit was applied for both his restoral fees and data overage feeIn my research I found that line *** does have the option of doing a Change of Ownership which will sign the rights of the line to his sister so that he is no longer responsible for that lineRegrettably, due to Mr*** moving outside of our coverage area we are no longer able to guarantee service quality received off of a different carrier's networkIn order for him to receive the best service in that area it is in his best interest to seek a local providerThe ETFs are valid charges as Mr*** was informed of the year agreement that was included with the start of his new lines of service on September 26th
I sincerely appreciate the opportunity to review Mr***'s account and to provide information that I hope is helpful to himShould Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is the cell phone carriers fault that they do not offer service to someone or unable to provide service for anyone who moves or does not live in the network I will not pay two ETFS when it's the cell phone carriers fault for not improving their coverage of I wanted to I could get the phones unlocked myself and let us cellular carry a balance but I am seeking the professional and most proper wayI do not accept this response and will look further into my issue with corporate and would like a response from corporate and not some dummy from customer service if a cell phone provider cannot offer or have network coverage they cannot charge U and ETF for something that isn't your fault or in control of so please someone from corporate contact me thank you
Final Business Response /* (4000, 14, 2014/12/10) */
December 10,
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 rebuttal to our response, and although I do regret this matter has not yet been resolved, I am more than *** to further address the customer's concerns
In his rebuttal, the customer stated that it is the cell phone carrier's fault that they do not offer service in a certain areaHe will not pay two early termination fees when it is the responsibility of the carrier to improve and expand their networkHe explained that he could get the cell phones unlocked and leave the balance on his account unpaid if he desired to, however he is attempting to seek the most professional and proper way to handle this situation
Ms.*** I do regret to hear of the current situation the customer is inI can certainly understand the frustration caused by this matterPlease inform Mr*** that it is never our intention to establish an account with us when we are aware that a customer will soon be moving out of our areaThat being said, the customer established service with us on September 15, At that time, there was no mention of his future move (as he stated in his previous response, it was unexpected)When starting his services with us, he received subsidized pricing in exchange for a two-year service agreement on the lines he wishes to cancel ending in -*** and ***He purchased an Apple iPhone 5C on line *** for $0.01, which was a discount of $He purchased an Apple iPhone 5S on line -*** for $0.01, a discount of $Signing a two-year agreement with us provided the customer a total discount of $off of retail pricing for the two linesWe provided this discount unaware that Mr*** would be unable to complete his two-year agreement
We know unexpected events do occur, so we offer a day service guarantee in which our customers can return their devices within days of their purchase and cancel the line with no feeBecause Mr*** is requesting to cancel outside of the guarantee, there will be a termination fee applied which is valid and will not be waivedAdditionally, per our phone unlocking policy, we will not be able to release Mr***'s devices to activate on another carrier's network until his balance is paid in full after cancellationI encourage Mr*** to review his service agreement regarding his termination fees which states:
"...You *** terminate Service at any time by notifying U.SCellularTermination by you shall be effective immediately unless you request a later termination dateA request to port your number is a request by you to terminate Service immediatelyYour monthly recurring Services and the applicable charges for those monthly recurring Services shall be prorated to coincide with the termination dateDepending on the amount of Service that you have used during the month of termination, such a proration *** result in you incurring overage charges...."
AND
"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")..."
We are sympathetic towards Mr***'s situation, and we regret that he will be unable to continue service with us due to his moveAlthough I am unable to provide Mr*** with his desired resolution, I hope that this response provides him a bit of clarification surrounding the terms of his service and why he will incur the fees when cancelling
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, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't know that I would be taking the job nor did I know I would be movingI don't mind paying ETF on the account but I refuse to pay I have reached out to corporate office and I would like for someone else to contact me besides customer service regardless of terms or conditions if a cell phone provider does not offer service then the customer should be allowed to take their phone and cancel service and get a plan that could allow them to use their phone without any issues my 3G network sucks and I am being charged roaming and overages for this plan and now us cellular is getting over on me by presenting these high *** bills and these overages I again refuse this response and would like to escalate this issue higher to someone else in corporate I need my phones unlocked and the two lines removed with only one ETF being charged I even went to a higher plan and was told the fact that I am not on the network the Internet usage will be more and im not going to sit back and be taken advantage of by this company who doesn't even care about their customers I do not accept the response

(The consumer indicated he/she DID NOT accept the response from the business.)
Their claim of not selling Unlimited Data usage in is irrelevant as my contract was dated November 30th and carried over into I have attached the final Invoice from US Cellular along with the one
dated December showing the *** Touch Pro II Phone which was coupled with the plan
The company's sales rep sold me an "easyEdge" Data service plan for an extra $per monthThis service with the SOC of *** was explained as an UNLIMITED USAGE plan and this is further noted on every single bill I got afterwardsNO WHERE on my contract does it say anything about some mysterious cap of 5GBNO WHERE!
The attached PDF has all the account info in the world as it is a scan of that last bill(US-Cellular-Complaint-Revdex.com-Paperwork.pdf)

October 28,
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: 4***
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr***'s rebuttal in which he attaches his bill from 8/24/and 12/24/Since these two bills include his account number we can proceed with viewing his account
In this rebuttal Mr*** states that in my response I mentioned that we did not sell unlimited plans in but his contract was initiated in He advises us that the attached statements show that he was paying $a month for data and that it was his perception that the data was unlimited, that this is how it had been explained to himHe mentions that this is noted on every bill he receivedHe says the contract does not explain that there was a GB limit
Mr*** is correct that in my response I advised him that we did not offer an unlimited plan in I would like to add to my response that we did not offer, or advertise, an unlimited plan in eitherIf there was a misunderstanding in the retail store we do apologize but since we cannot go back and "hear" what was said in the store we can only defend our position by knowing that an unlimited plan was not offered during these time framesWe do take note of his statements that he attached that show he had unlimited messaging but it does not say unlimited messaging and unlimited dataThe statements therefore do provide his phone and account number but do not provide evidence that his data was unlimited
I am still unable to provide any specific information regarding his balanceWe are unable to
make any adjustments or discuss the nature of the balance since we no longer have
access to the details of the accountThe account no longer belongs to us and has been sold to
Credit Management LPMr*** would need to contact the collection agency that now owns
the account to settle this matterThe name of the collection agency that his account has
been assigned to is: *** *** *** ***
*** *** ***
*** ** ***
***
We certainly hope that Mr*** is able to resolve this issue with CMI and wish him the best in his future endeavorsThank you for taking the time to contact us
Sincerely,
*** **
Customer Resolutions Support
U.SCellular(r)