US Cellular

May 24, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate
"">N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms[redacted]'s complaint regarding the is[redacted]s she is having with service, including dropped calls at her home, and her desire to either have the service that she was promised or to be allowed to cancel her account without any fees. I understand that being able to rely on good service is important for many reasons, including keeping in touch with friends and family and safety is[redacted]s. None of us wants to pay for a service that we are unable to use. I will be glad to review Ms[redacted]'s account and provide additional information regarding the is[redacted] Ms[redacted] and other members of her family have spoken with both our business customer service team and our technical services team multiple times since May 16th regarding the service is[redacted]s they are experiencing. Per our conversations with them, they have been having is[redacted]s with dropped calls at home since the end of March. Our technician checked our dropped call report and confirms that since that point in time, there have been a total of dropped calls on their lines We have submitted a ticket to our engineering department to have them investigate the is[redacted] to determine what is causing the problem and what can be done to correct the is[redacted]. Ms[redacted] may call our customer service team to follow up on the ticket and the resolution and to discuss other options. She may contact them by dialing from her cellular phone or by calling 888-[redacted] from any phone. Sincerely, [redacted] P Customer Resolution Support U.SCellular®

July 21, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate
"">[redacted] Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountMy name is [redacted] and I will be responding to Ms[redacted] complaint todayWe are glad to have her as a customer and hate to hear that we may have started out on a bad footWe show that Ms[redacted] began her account with US Cellular in March of I agree that she was eligible for two rebates, one for $and one for $We unfortunately must acknowledge that the rebates should have been received by now and they are late arriving to Ms[redacted] We received her rebate submission on March 31, and it was denied initiallyAlthough she did send the final statement from her previous carrier as required the phone number from that carrier did not match the phone number she received from US CellularThis was later approved and resubmitted since we advised the processing center the number change was acceptableThe number she carried at her previous provider was a Florida area code and could not be portedThis did not make her ineligible for the rebate but it did slow the processThe rebate at that point had to be processed through different channels The end result is that on April 20th the rebate was approved. She should have had the rebate then by approximately by the third week of June or the first few weeks of JulyWhen she contacted us on July 13th we called the rebate center and requested this rebate be processed immediatelyWe do agree that the two rebates of $and $should have been received by the customer two or three weeks ago if not soonerWe offer our most sincere apologies for this inconvenience I have spoken with Young America, the company that processes our rebates, and they assure me that both cards have been expeditedShe should receive the $rebate no later than July 28, and the rebate for $no later than August 4th, We ask that she contact us right away by emailing [email protected] or by calling us at [redacted] if the rebates are not receivedShe can also reach us by calling from her cellular phoneWe are always here to help in any way possible We would like to assure Ms[redacted] that we are glad she has moved to US CellularOther than this rebate issue I hope that we are exceeding her expectations! I know that she has other choices for wireless service and I want to thank her for choosing U.SCellular® Sincerely, [redacted] Customer Resolutions Support U.SCellular®

December 28, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate
"">N Wabash Avenue Suite Chicago, IL Re: Complaint Number:[redacted] Customer's Name: Noelle [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountWe have received Ms[redacted]'s complaint in regards to the poor customer service she received when she called and the refund that she is requesting. I do apologize that Ms[redacted] did not receive superior customer service when she called about her account. That is not what we expect from our associates when they are assisting customers; we never want our customers to feel as though they are unimportant and we certainly never intend to cause stress and frustration. I understand how Ms[redacted] feels and I will be glad to provide additional information about the account. Ms[redacted] does have automatic payment set up on her account which is set to take out the payment of $on the 12th of each month. The first payment was taken out on November 12th. When the automated system tried to take out the next payment early in the morning on December 12th, the payment failed. This caused the account to suspend and we continued to try to take a payment until one was successful around 11:A.Mon that day. Ms[redacted] should have received email and or text alerts about those payments since she has that set up on her My Account automatic payment settings. We then show that a one-time manual payment for $was made on 12/and posted to the account on 12/24. That payment was not done by the My Account automated system; it is a payment that was made by someone calling our automated phone service and manually making a payment or by someone manually making a payment on the My Account page. We have no way of knowing why Ms[redacted], or someone with access to her account information, chose to make a manual payment at that time since no payment was due until January 12th. We spoke with Ms[redacted] on the 26th and at that time we filed a ticket to have the credit on the account of $refunded to her card. Since that was over the holiday weekend, we told her that the ticket would not be worked until today. That ticket has been worked and the credit for $has been sent back to her card holder. Since that goes back to the card holder to reapply to the card, the card holder now determines how long it takes for the money to be back on her card. It can take from – business days for it to be reapplied by the bank. She will want to check with her card holder to find out how quickly they will put the money back in her account. Once again, I apologize for the frustration and inconvenience that this has caused for Ms[redacted]. We certainly appreciate her business and we are here to help her in any way that we can. Should Ms[redacted] have additional questions, she may contact our Customer Service Department at (888)944-Sincerely, Betty P Customer Resolution Support U.SCellular®

November 18, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate
"">[redacted] Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of the complaint submitted by Ms[redacted] and I am more than happy to address her concerns In her complaint, Ms[redacted] explains that she has not received the $reimbursement that was promised to her when she established services in March of She has contacted a store representative multiple times, and has not yet seen a resolution, despite being advised that we would apply a $credit to her account two months agoShe also stated that her reception quality is not satisfactory, and she has missed many calls on her business lineShe would like for the $credit to be applied to her account, and she would like the ability to return the equipment purchased from us to switch back to her previous carrier with no penalties I truly regret to learn of the experience Ms[redacted] has describedI can imagine the inconvenience this situation has caused, as she has contacted us multiple times for a resolutionAfter reviewing her account, I was happy to see that the $credit that was promised was applied to her account on November 17, I would like to genuinely apologize to Ms[redacted] for the amount of time it has taken to apply this credit in lieu of the rebate she did not receiveThe adjustment that was applied covered her current account balance, and left her with a credit balance of $that will apply to her next bill I certainly understand the importance of having reliable service at all times, especially when using a phone for businessI am sorry to learn that Ms[redacted] has missed important calls due to service issuesI do see that Ms[redacted] contact our technical support department in May regarding the coverage in her home, and we offered a signal booster for half off as a courtesy to the customerI would be willing to extend this offer again to the customer, and if she wishes to accept, she does have days to test the device and ensure that she is satisfiedIf it does not work as expected, she can return the device within days for a refundTo purchase a signal booster for half price, we ask that Ms[redacted] contact our business support department at [redacted] We have applied all promised discounts and credits to the customer's account, and we are most certainly willing to further troubleshoot and help improve the reception quality in her homeBecause of this, I am not able to honor her request to return her equipment to cancel with no fees Should Ms[redacted] have additional questions, she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

December 29, Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
"">N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: [redacted]
Customer's Name: Lanette [redacted]
U.SCellular Account Number: [redacted]
Thank you for contacting U.SCellular in reference to the above account. I am in receipt of Ms[redacted]' complaint regarding her account with U.SCellular. Ms[redacted] states that her account has not been correct for the past two and one half years and that she has had to call in every month to get her issues corrected. She also noted that she has received multiple credits applied to her account due to the issues she has experienced. Ms[redacted] mentioned that she was informed that the issues have been corrected and she is concerned that they are not. Her complaint states that she has two phones on payment plans and that U.SCellular informed her that in order to cancel her account she would be required to pay off the remaining amount for the phones in a lump sum or wait until the phones were paid off via her monthly statement. Ms[redacted] is requesting credits every month for the remainder of her contract time and also have her account brought current or she is requesting to cancel her account with no fees as she feels she cannot trust that her issues have been resolved. Ms[redacted] feels that she should receive credits for her time in dealing with the issues that she has been experiencing
I regret to hear that Ms[redacted] has experienced such frustration in dealing with her account with U.SCellular. It is never our intention to cause any undue stress for our customers. Ms[redacted] has been a valued member of our U.SCellular family for more than years and I hate to hear that she feels that we have not treated her fairly. I would be pleased to review Ms[redacted] account and provide information that I hope she finds helpfulUpon review of the account, I found that Ms[redacted] has been with U.SCellular since December 2, 2011. She currently has five active lines on her account. The most recent two lines were just added in August of this year, Ms[redacted] states that there are too many individual issues that she was not able to list them all. In Ms[redacted] complaint, she stated that she has received multiple credits for the issues that she has experienced. Upon review of the account, I show that in the last two years, Ms[redacted] has received over $1,in credits to her account. If a customer has experienced a billing error, U.SCellular will make any and all appropriated credits to correct the error. Ms[redacted] has received all the appropriate credits for the issues regarding her account. Most recently, U.SCellular waived Ms[redacted] entire bill amount of $470.65. In addition, a payment of $was received on August 14, and a payment of $on November 18. Our records indicate that no payments were received in September, October, or December. Currently, Ms[redacted]' account past due in the amount of $709.43. I do show that she has a payment arrangement with our Financial Services Department for the full past due amount to be paid by December 30, or the account will be suspended for non-paymentMs[redacted] is requesting credits every month for the remainder of her contract time and also wanting her account brought current or she is requesting to cancel her account with no fees as she feels she cannot trust that her issues have been resolved. Ms[redacted] feels that she should receive credits for her time in dealing with the issues that she has been experiencing. As noted above, Ms[redacted] has received the appropriate credits for the issues that she had experienced. At this time, I am unable to apply any further credits to Ms[redacted] accountShould Ms[redacted] have additional questions, she may contact our Customer Service Department at (888)944-Sincerely,
Mary HCustomer Resolution Support
U.SCellular®

January 19, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate
"">[redacted] Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms[redacted] complaint regarding her inability to completely access the bills and payments link on her My Account page and make a payment or review the bill. I understand the frustration and inconvenience that this causes and I will be glad to address her concerns We have filed three tickets with our IS department regarding the problem that Ms[redacted] is experiencing. I have talked with them again today and this is a known issue for some of our customers and is one that we are diligently trying to get resolved. We do not have an estimated time in regards to when Ms[redacted] can expect this to be corrected. The team that works on this type of issue does not contact customers, so I have asked that I be contacted when the issue is resolved so that I can follow up with Ms[redacted] at that time. While we are waiting for the issue to be resolved, Ms[redacted] can see if she can change from paperless billing to paper bills on her My Account. If she can make that change, she will receive a copy of her bill in the mail each month. A paper bill will allow her to review the charges before making a payment. If Ms[redacted] cannot access the link to change to paper bills, she may send a response to this complaint and I will be glad to manually mail her a copy of her bill each month until the issue is resolved. If Ms[redacted] cannot change from paperless to paper bills, she will need to be aware that I will be able to access a copy of her bill between the 27th and 30th of each month. Once I request a reprint be mailed, it will be approximately to days before she receives the copy. If we are getting the bills to her in that manner, she will receive the copy of the bill between the 6th and 10th of the month in which the bill is due. If she can change to paper bills on My Account, she will receive the bill more quickly than if it is being manually printed and sent to her. On November 29th, due to the issues that Ms[redacted] was having, we credited $157.71, the past due bill at that time. We will not be able to provide any additional credit to her account. Any of our customer service associates would have been glad to send her a reprint of the bill without any cost had she asked. Once again, I am sorry that she is unable to access the page she needs on My Account, but we are working with our system team to get this corrected as soon as possible. Should Ms[redacted] have additional questions, she may contact our Customer Service Department at ([redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

July 25, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate
"">[redacted] Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr[redacted] complaint in which he is disputing the denial of his Contract Buyout rebatesMr[redacted] states that upon activating service he requested Device Protection+ which is a requirementMr[redacted] also states that the terms and conditions state that he may cancel Device Protection+ at any time and further states that he was in compliance with the terms and conditions and should not be denied the Contract Buyout rebates after he elected to cancel the Device Protection+ featureMr[redacted] states he expects the rebates to be honoredI certainly understand that Mr[redacted] is frustrated about being notified that he is not going to receive the Contract Buyout rebatesI am happy to review the account and address Mr[redacted] complaint I have carefully reviewed our records in this matterOn May 6, Mr[redacted] activated three lines of service with Device Protection+ on each line as required for the Contract Buyout rebateThe Contract Buyout rebates also require that the final bill pages which show either the Early Termination Fee charge or the final retail installment charge from the previous wireless provider On June 3rd Mr[redacted] called our Business Customer Service Team and requested to cancel the Device Protection+ on all three linesMr[redacted] was advised that if he was waiting on any rebates that required Device Protection+ on the account then these rebates would be voidedMr[redacted] was advised twice before the Device Protection+ was removed that doing so would void any pending rebates Mr[redacted] contacted our Business Customer Services Team on July 14th and again on July 15th and was advised again that he does not qualify for the Contract Buyout rebates due to having removed the Device Protection+ on June 3rdMr[redacted] contacted us via Social Media on both July 16th and on July 18th at which time he was advised again that he does not qualify for the Contract rebates due to his request to remove the Device Protection+ on June 3rdAdditionally, when corresponding with our Social Media team Mr[redacted] pointed out, as he also stated in his Revdex.com complaint, that in the details for the rebates it states "Device Protection can be removed at any time"In the ‘Things We Want You To Know' section of the rebate information it states: ".Unlimited Contract Payoff Promo: Each line requesting Unlimited Contract Payoff must port in current number to U.SCellular, and purchase new device through a Retail Installment Contract on a Shared Connect Plan with Device Protection+ and turn in their deviceIf device turn in is not received before bill submission, or no device is turned in, Contract Payoff will be capped at $per lineTurned in Smartphone must be in fully functional, working condition without any liquid damage or broken components, including, but not limited to, a cracked housingDevices with cracked screens will be accepted as long as the device meets all other requirementsSmartphone must power on and cannot be pin lockedSubmit final bill identifying Early Termination Fee (ETF) or final device balanced owed within days of activation date to uscellular.com/contractpayoff or via mail to U.SCellular Contract Payoff Program 5591-61; PO Box 752257; El Paso, TX 88575-Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offerReimbursement in form of a U.SCellular [redacted]® Debit Card.™ Member FDIC pursuant to license from [redacted] International IncorporatedThis card does not have cash access and can be used at any merchant location that accepts [redacted] Debit Cards within the U.SonlyCard valid through expiration date shown on front of cardAllow 8-weeks for processing after final submissionDevice Protection+: Enrollment in Device Protection+ requiredThe monthly charge for Device Protection+ is $for SmartphonesA deductible per approved claim appliesYou may cancel Device Protection+ anytime Mr[redacted] was advised by our Social Media Team that it is correct that Device Protection+ can be removed at any time, however, to qualify for the rebate, it must be on the account when the rebates process or risk denial Mr[redacted] complaint has also been received via e-mail and the resolution states that Mr[redacted] does not qualify due to his request to remove the Device Protection+ on June 3rdMr[redacted] first submission of his final bill from his previous wireless carrier occurred on June 13th and was subsequently denied due to no Device Protection+ being on the accountMr[redacted] has resubmitted his request for the Contract Buyout rebates directly with the rebate centerMr[redacted] account has been reviewed by multiple members of leadership and all concur that Mr[redacted] did not meet the conditions of the offer when he elected to remove Device Protection+ from all lines on his account after being advised twice that cancelling would void pending rebates. While we understand that Mr[redacted] is frustrated that he is not going to receive the Contract Buyout rebates, he was advised that removing Device Protection+ would void pending rebatesWhile the terms state that Device Protection+ may be removed at any time, it also states that the reimbursement it subject to the conditions of the offer and clearly state that Device Protection+ is a requirementShould Mr[redacted] have additional questions, he/she may contact our Customer Service Department at ###-###-#### Sincerely, [redacted] Customer Resolution Support U.SCellular®

Revdex.com:I have reviewed the response made by the business in reference to my complaint and will accept their solution. I would like us cell to make sure they put better measures in to prevent this horrible inconvenience and utmost worst customer experience ever. I will never recommend their services to anyone. Thank you
 [redacted]

Initial Business Response /* (1000, 5, 2014/02/24) */
February 24, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name:...

[redacted]
U.S. Cellular Account Number: XXXXXXXXXX
Dear Ms.[redacted],
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint which consists of her dispute of charges on her cancelled account and her experience with an outside agency.
I definitely understand Ms. [redacted]'s frustration caused by service which seemed to overlap from different providers. Confusion often arises anytime bills are received months after service has cancelled. I am [redacted] to look into this matter and provide the following information.
Ms. [redacted] cancelled service with us on September 5. Her bill cycle closed on the first of each month. This resulted in Ms. [redacted] receiving two bills for her final service. The first bill dated October 16 was for service from August 2 to September 1. She then received a second bill for 3 days of service from September 2 to September 5 on October 19. This second bill prorated her minutes. In other words, she was only allowed 3 days of her normal bill cycle minute usage, or 99 minutes. Since Ms. [redacted] shows several more minutes usage during those final 3 days of service, overage charges resulted in the final balance of $67.28.
Ms.[redacted], I want to apologize to Ms. [redacted] for her experience with the collection agency as well as the misinformation that she [redacted] have been given from our Customer Service Department regarding her final balance.
I am saddened that U.S. Cellular no longer provides service to Ms. [redacted]'s area which forced her to find another provider. Ms. [redacted] had been a customer with us for well over 10 years. To show our appreciation for her service with us, I have requested her account be returned to us from the collection agency. Additionally, I have issued the credit for the final bill of $67.28 which now shows a $0 balance. Ms. [redacted] should receive no more correspondence from us or the collection agency regarding this matter unless it would be to advise her of the $0 balance.
I hope this information has been helpful for Ms. [redacted] and has provided the needed resolution for her. If we can be of any further assistance she [redacted] call us at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/03/26) */
March 26th, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]' complaint regarding not receiving his billing statements.
Mr. [redacted]' states that he got new phones on December 4th, 2013 and ever since then, U. S. Cellular has been unable to send him a billing statement. Mr. [redacted]' states that he provided his P.O. Box address when he purchased his phones. Mr. [redacted]' states that as a result of not receiving his billing statements he has to hand deliver his payments for the past three months. Mr. [redacted]' states that he has called U.S. Cellular five times as well as been to the local store three times and all to no avail. Mr. [redacted]' states that he receives his billing statements from everyone else at his P.O. Box and if he any issue, he calls in once to that company to correct. Mr. [redacted]' states that he has never experienced such a runaround nor anything being done concerning this matter. Mr. [redacted]' states that his service was interrupted even though he has yet to receive a bill and that his wife had to drive to the local store to make a payment to restore the service. Mr. [redacted]' states that while at the store, his account address was reviewed and it was still reflecting his street address and not the P.O. Box address.
I understand the importance in receiving monthly statements and can certainly appreciate how upsetting it can be should an unexpected issue prevent this. In response to Mr. [redacted]' complaint, it has been my pleasure to review his account to address this matter and provide additional information he [redacted] find helpful.
I am delighted to find Mr. [redacted]' began his U.S. Cellular service on December 14th, 2013. I find that Mr. [redacted]' called in on January 4th, 2014 to update his address. I deeply regret to advise that the address was not updated due to an oversight on our part. I sincerely apologize for the inconvenience and frustration this caused. I do find however, that on March 7th, 2014 our Customer Service department assisted Mr. [redacted]' with his address change request and the billing address was updated to reflect the address provided in his complaint.
I am also pleased to find that his most recent billing statement (bill date 3/21/14) has generated and was sent to the newly updated billing address on his account. Mr. [redacted]' should be receiving this bill soon, if not already received.
Mr. [redacted]' along with all of our customers also have the option of obtaining their billing statement information online via their My Account or by calling in to our Customer Service department or by visiting their local U.S. Cellular location.
I am saddened to learn that Mr. [redacted]' services were temporarily suspended for non-payment. Upon the restoral of his services Mr. [redacted]'account incurred a $25.00 restore from non-pay suspension fee per line. In a gesture of goodwill, I have adjusted these fees off of his upcoming bill. I do this as a one-time courtesy so that Mr. [redacted] know that we genuinely do appreciate his business with us.
In closing, I would like Mr. [redacted]' to understand that his account does have a physical address for shipping purposes. In the event equipment is ever ordered and shipped to Mr. [redacted]', we cannot ship to a P.O. Box address, thus the need for a physical address. This physical address has no bearing whatsoever on his billing statements. Only his billing address affects where the billing statements are sent.
We have reviewed Mr. [redacted]' complaint. We have updated his address successfully and verification of this can be found on his most recent bill that he should be receiving any time now. We express our most sincere apologies regarding the delay in getting this address updated. We genuinely appreciate the opportunity to assist Mr. [redacted]' in resolving this matter.
Should Mr. [redacted]' have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (2000, 12, 2014/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did finally get a bill in mail at correct address. That they were going to charge me $25.00 and that they turned this over to collection is absurd. Just get me a bill. I do see where they admitted they had the billing issue, that is why they waived $25.00.
Thank you for assistance with matter

Initial Business Response /* (1000, 10, 2015/08/27) */
August 27th 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Account Number: XXXXXXXXX
Account Holder: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms.[redacted] complaint regarding the issues surrounding her device software update.
Ms. [redacted] states that she upgraded about a year ago to an iPhone 6 with a new 2 year contract. Ms. [redacted] states that when she tries to install the new software update, it keeps failing. Ms. [redacted] states that she has restarted and reset her phone to no avail. Ms. [redacted] states she has contacted Apple who recommended she reset her phone (for the fourth time in two months). Ms. [redacted] states that every time she resets her phone, she then has to re-set up her phone including downloads and email accounts. Ms. [redacted] states that re-setting up her phone takes her hours to do and uses a lot of her data. Ms. [redacted] states that she has also lost pictures because "they" didn't make sure everything was backed up to her iCloud. Ms. [redacted] states that she cannot get back her time and lost pictures. Ms. [redacted] states that Apple suggested she drive an hour and a half to a store, for them to do basically what had already been done. Ms. [redacted] states that the second time she contacted U.S. Cellular, she was directed to Apple support. Ms. [redacted] states that she shared with the U.S. Cellular associate how "horrible" Apple services were and she was tired of paying for a phone that does not work. Ms. [redacted] states "they" would not help her. Ms. [redacted] states that this software update was supposed to fix the other technical issues she's been experiencing with her phone.
Ms.[redacted] desired resolution is to receive a warranty replacement phone at no cost to her. Ms. [redacted] would also like a credit applied to her account for all the frustration and time spent trying to resolve this issue or instead of a credit, an approved upgrade to the new iPhone at no cost to her. Ms. [redacted] states that she has also filed a complaint with Apple.
Customer satisfaction is and has always been our company's primary goal. I would like to extend a heartfelt apology for all the frustration Ms. [redacted] has experienced regarding the software update to her phone and the loss of her time and pictures. It is never our intent to make things more difficult for our customers but rather quite the contrary. In response to Ms.[redacted] complaint, I have diligently researched her account to address this matter.
On October 29th 2014, Ms. [redacted] upgraded to the iPhone 6 16gb with a new 2 year contract. I would like to share with Ms. [redacted] our troubleshooting process for Apple products. If the issue is within the first 90 days, we would do basic troubleshooting and if we are still unable to resolve, we are obliged to refer the customer to Apple. If the issue is after the first 90 days, but still within the 1 year warranty, we would troubleshoot and do everything we could to resolve this type of issue (including a factory data reset which regrettably deletes all personal data) and if unable to resolve, we would then explore the option of a warranty exchange.
I deeply saddened that I find no memo's on the account that Ms. [redacted] spoke with our Technical Support regarding her software update issue. I would love the opportunity to resolve this matter for her. As such, I respectfully request Ms. [redacted] call in to speak to our Technical Support for resolution to this matter. I would also like to advise Ms. [redacted], that should Technical Support deem it necessary to process a warranty exchange, we will waive the $35.00 shipping fee as a one-time gesture for all the frustration Ms. [redacted] has experienced regarding this matter. I do make this offer so that Ms. [redacted] know that we truly do appreciate her loyalty with us.
While researching Ms.[redacted] account, I found that her Feature phone lines ending in [redacted] and [redacted] qualify for a monthly access discount. To qualify for a monthly access discount on the Shared Connect plans, our customers would need to either have had the phone long enough that they now own it, or upgrade with Retail Installments (where they pay for the cost of the phone over a 20-24 month period depending on the phone type). In our error, this discount was not added when Ms.[redacted] account switched over to Shared Connect on [redacted] 3rd 2015. I sincerely apologize for this oversight, but appreciate the opportunity to remedy this. As such, I have added the ($10.00) monthly Feature phone access discounts to both qualifying lines. I have also re-rated the affected bills for a total credit of ($76.66 plus tax). This leaves a credit balance of ($82.27) on her account at this time. This credit balance will apply to her following bill once it generates.
We have reviewed Ms.[redacted] complaint. We look forward to being able to resolve Ms.[redacted] device concerns when she calls in to our Technical Support. Should our Technical Support process a warranty exchange, we will waive the standard shipping fee leaving no out of pocket expense to Ms. [redacted].
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So you want me to go through the entire tech support again and start allover having my phone reset again before you will do anything because your employees didn't document my phone calls. The min I call about a iphone problem I was told I had to call apple. I once again on Friday contacted apple was with them for probably a hour and half I had to download itunes and jump start my phone in order to get the update to go through. Not to mention when I contact them the first person was speaking to me than just randomly without notice through me to someone else and I had to reexplain my story. My phone got fixed it worked for maybe 5 hours. Now once again the ringtones aren't working that are set for people and on an doff all weekend it wouldn't make phone calls even though I had full service I couldn't even dial *228. Oh not to mention in the matter of 5 seconds my phone went from 23% to dead. I want my phone replaced with a brand new un-used one.
Final Business Response /* (4000, 14, 2015/08/31) */
August 31st 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Account Holder: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms.[redacted] Rebuttal regarding her phone.
Ms. [redacted] states that she contacted Apple support and was on the phone with them for an hour and a half. Ms. [redacted] states that Apple instructed her to download iTunes and "jumpstart" her phone so that the software update [redacted] complete. Ms. [redacted] states that when she contacted Apple, the first person she spoke with "randomly" transferred her to another associate so that she then had to re-explain herself again. Ms. [redacted] states that her phone did get fixed, but only for about 5 hours before reverting back to previous issues. Ms. [redacted] states she wants her phone replaced with a brand new "un-used" phone.
I would like to begin by apologizing for any frustration Ms. [redacted] experienced when contacting Apple support. As we are a separate company from Apple, Ms. [redacted] contact Apple to voice her concerns with them directly.
I can certainly appreciate how frustrating the prospect of having to re-do any troubleshooting that has already been done by Apple support. I regret that I am unable to affirm what troubleshooting steps our Technical Support [redacted] need to complete before an Advanced Exchange is deemed necessary. We do understand Ms.[redacted] time is valuable and we make every attempt to troubleshoot phones and provide resolution in the most timely of fashions.
I would like to share with Ms. [redacted] our normal process for Advanced Exchanges. If we are unable to resolve the device issue and it meets all the requirements for an Advanced Exchange, our Technical Support would process this Advanced Exchange replacement phone order. A standard $35.00 shipping fee applies, however, as I previously mentioned, we would waive this for Ms. [redacted] due to this situation. Also, Advanced Exchanges replacement phones are generally used phones, however, as we do not have any used iPhones in stock, we would replace an iPhone with a new iPhone.
We look forward to resolving this matter for Ms. [redacted]. She simply needs to call in to our Technical Support, other than the phone experiencing the issue so that we [redacted] help her.
We have reviewed Ms.[redacted] complaint. As no new information has been provided, we respectfully request this matter closed.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/04/08) */
April 8, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint and I am [redacted] to address her concerns. In Ms. [redacted]'s complaint she states she started service in her local[redacted], she states she paid for her phone and her deposit in the store. Ms.[redacted] states that her account was suspended without notice, when she called she was advised it was because she owed $200.00, and she had not even had service for a month. Ms. [redacted] states she was advised that her deposit was double charged and there was no record of her making a deposit payment. She states she was advised to fax in her receipt, which she states she did on April 3, 2014. Ms. [redacted] states she asked for a corporate address and was directed to the website where she was unable to locate an address. Ms. [redacted] states that she was told there was a $25.00 reconnection charge to restore her account and that she would have to call back in to have it credited, Ms. [redacted] does not feel she should have to call back in. Ms. [redacted]'s resolution is to have the $25.00 waived as well as her first bill for all the frustration and inconvenience she encountered in less than a month as a new customer.
Ms. [redacted] in reading Ms. [redacted]'s complaint and reviewing her account I can certainly understand her frustration. In investigating her account, I was able to determine that a human error caused her deposit payment to apply correctly to her account and instead billed a second deposit. This error is what caused Ms. [redacted]'s account to be suspended; the system detected that the deposit that was supposed to be paid prior to activating service was not paid on the account and the account was immediately suspended. This error was not Ms. [redacted]'s and it was not intentional. On April 3, 2014 the erroneous deposit was removed from Ms. [redacted]'s account and she was asked to provide proof that she had made her deposit payment. We received her fax n April 3, 2014. I called our Financial Services Department and had her fax expedited and worked. Her deposit has now been applied to her account.
I have called and spoke to Ms. [redacted] and advised her that the deposit she paid has now been applied to her account and I apologized and explained the error that caused her account to be suspended. I also advised Ms. [redacted] that until the $25.00 restore fee is billed to her account it cannot be credited, however I will follow up on her account and removed this charge as soon as possible. There is no need for her to call about this charge.
I also advised Ms. [redacted] that as soon as her first bill prints I will issue an adjustment for the monthly services on that bill as an apology for all the frustration and confusion this error caused her. I also advised Ms. [redacted] that I will follow up with her once all credits are applied so that she will not have to call back in on this issue. Ms. [redacted] was [redacted] with my resolution.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (2000, 12, 2014/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:  we did not get the cards we were promised. we were promised a prepaid [redacted] card that could be used anywhere [redacted] cards are used.  
the cards we received are only good for use at the us cellular store....no place else.
We were told by the customer service center to go back to the store where we started and have the store to reapply for the promo again..
which means waiting for months and months again....
I am tired of being treated like I am trying to take advantage of us cellular. They cannot keep their word....they keep switching their stories....if they dont want to honor their promotions they should stop them.     I went to their store to get a phone they told me what I qualified for...that seems pretty simple to me.
the customer service center contacted the rebate center and was told we would need to start all over.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2014/10/30) */
October 28, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear [redacted]:
Thank you for contacting U.S. Cellular(r) in reference to the above account. I have reviewed the account information and welcome the opportunity to address the complaint against one of our store locations and the miscommunication in price.
Ms. [redacted] we are saddened to hear about the experience that Ms. [redacted] had acquiring a new device. Getting a new phone should a time of excitement and we truly hope that when our customers leave the store with a new device, they are leaving happy with their purchase. I would be [redacted] to review Ms. [redacted]' account and provide information that will be helpful.
While I unfortunately do not show the specific date and time Ms. [redacted] was in the store location, I do see a record of a conversation that took place with our customer service team on October 28, 2014. At this time, we have offered to order a Motorola(r) Moto-X for $0.01 and 9100 reward points, which is the price she was looking at in the store. We also offered to waive the activation fee for the frustration caused in the store. Currently I do not show a phone has been ordered.
While I do not have record of the specific individual that assisted Ms. [redacted], I have submitted feedback about the store as a general concern and to address customer interaction as well as the pricing being displayed with our products.
Ms. [redacted] we are truly sorry for any frustration this matter has caused Ms. [redacted] and we do appreciate her business and we are confident that our future interactions with her will the level of customer service she expects and deserves. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time.
Take care,
[redacted]
Customer Resolutions Support
U.S. Cellular(r)

January 10, 2017

New Roman"> 
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
[redacted] [redacted]
Chicago, IL 60611
                                       
Re: Complaint Number: [redacted]
Customer’s Name: [redacted]
U.S. Cellular Account Number: [redacted]
 
Thank you for contacting U.S. Cellular in reference to the above account.  I am receipt of Ms. [redacted] complaint in which she states she is being charged a $25 reactivation fee for an interruption of service that occurred on November 11, 2016.  Ms. [redacted] states this fee was supposed to be removed because her services were suspended due to a mistake made by U.S. Cellular.  She also states her contract with her former service provider was supposed to be paid off and that has not occurred.  Ms. [redacted] has requested that we take care of her contract buy out and the $25 fee from where her services were suspended and restored with a payment the same day. 
 
We would like to truly apologize to Ms. [redacted] for any frustration we have caused. We strive to provide an excellent experience each time a customer works with us and we are saddened that this has not been Ms. [redacted] experience. 
 
After a detailed review of Ms. [redacted] account we did not have a payment arrangement in place for the balance of $71.83 that caused the interruption of service on November 11, 2016.  We do have record of payment arrangements for every other month since May of 2016 where Ms. [redacted] has requested a payment plan.  U.S. Cellular has credited back the $25 restore from suspension fee from the interruption of service on May 10, 2016 and August 10, 2016.  As Ms. [redacted] demonstrates a pattern of making a monthly payment arrangement, we will waive the fee from the interruption of service Ms. [redacted] experienced on November 11, 2016 one final time.  The account balance is currently zero and the bill dated January 6, 2017 is currently generating.  This bill should be available within the next 5-7 business days.  Going forward we will not be able to waive any additional fees for Ms. [redacted] 
 
We encourage Ms. [redacted] to discuss the option of changing her due date with our Customer Service Department for future bills so there is not a need to make a payment arrangement. We understand Ms. [redacted] time is valuable and we do not want her to have to call monthly to make an arrangement because she is unable to pay her bill on the due date. 
 
In regards to the contract pay off from her previous service provider, our records indicate we provided Ms. [redacted] with the process for receiving the pay off on April 20, 2016 when she contact our Customer Service Department.  To receive the contract pay off a device needed to be trade-in and we needed a copy of the early termination fees from Ms. [redacted] old service provider that had to be uploaded through our rebate website or mailed to our rebate center.  Unfortunately, our rebate center never received this.  We spoke with Ms. [redacted] multiple times in July about the contract pay off and the information that was needed.  This is also when we issued an account credit because Ms. [redacted] did not receive a $50 refer a friend rebate.  Given the amount of time since Ms. [redacted] joined the U.S. Cellular family in April, and that we did not receive the requested information after interactions in April and July we are unable to pay off any fees Ms. [redacted] received as a result from switching to U.S. Cellular. 
 
Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted].
 
Sincerely,
 
 
[redacted]
Customer Service Support Team
U.S. Cellular

Complaint: 10958204
I am rejecting this response because:
The credit bureaus asked me to make contact with US Cellular first as they are unable to remove the hard inquiry.
Sincerely,
Rachel [redacted]

Initial Business Response /* (1000, 10, 2015/04/09) */
April 9, 2015
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint about not receiving his courtesy minutes and feeling as though our information consists of vast fluctuations of numbers.
I am very sorry about the frustration Mr. [redacted] has experienced because of this issue and I would be [redacted] to review the account and provide my assistance in resolving this matter.
Mr. [redacted] is certainly correct that he is on a price plan that includes 1500 minutes. The minutes used against this 1500 would be billed peak minutes between 7 a.m. to 7 p.m. Monday through Friday and only includes out bound calling. In other words, all inbound calls as well nights and weekends and mobile to mobile calls are free and do not go against the 1500 plan minutes.
When Mr. [redacted] checked his minutes online it shows all minutes the phone has been used and does not distinguish between his free minutes and his billed minutes. Of the 5299 minutes that Mr. [redacted] viewed on his online usage, 3946 of those minutes are free usage and not billed against the 1500. The number we gave Mr. [redacted] when he spoke with us was correct as far as his billed minutes are concerned. I am pleased that we issued an additional 150 courtesy minutes so that he will avoid overage on his bill. I would encourage Mr. [redacted] to give us a call at our Customer Service Department by dialing 611 on his U.S. Cellular phone to always get the most accurate usage on his phone.
I would also suggest that Mr. [redacted] consider one of our newer shared data plans that can offer unlimited minutes and messaging. In this way he would never have to worry about minute overage again.
I am sorry that Mr. [redacted] feels as though we [redacted] be incompetent or are fraudulent in nature. Please advise Mr. [redacted] that we were only trying to help him avoid overage charges by giving free minutes.
We would also ask that Mr. [redacted] please contact us directly with any concerns of this nature which can be easily explained.
I appreciate the opportunity to assist with this matter and I hope we have succeeded in providing an appropriate solution. Should Mr. [redacted] have any additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/03/06) */
March 6, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
[redacted] Eggleston
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint regarding the issues she experienced while trying to activate her repaired phone.
Ms. [redacted], I would first like to express how sorry I am for the frustration and high level of stress Ms. [redacted] experienced while trying to activate her replacement phone, it is certainly never our intention to prolong the amount of time it takes to troubleshoot issues.
Please let Ms. [redacted] know that we do understand her phone is a vital connection to her friends and family, unfortunately living outside of our coverage area makes her service very unpredictable, as she has experienced when trying to activate her repaired phone. U.S. Cellular does not own the towers that Ms. [redacted] is receiving her signal from, therefor we do not have the most accurate and up to date information that we need to troubleshoot accurately and effectively.
I do understand that Ms. [redacted] was not [redacted] with the customer service she experienced when calling in, and I would like to thank her for her feedback related to that situation. Your feedback is very important to us, and we do want her to know we use our customers feedback to find ways to improve. I want you to know that we appreciate your business and that you are a valued customer.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

November 10, 2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330
N Wabash Avenue Suite 2006 Chicago,
IL 60611Re: Complaint Number: [redacted]Customer’s Name:  [redacted]U.S. Cellular Account
Number: ...

N/AThank you for contacting U.S.
Cellular in reference to the U.S. Cellular account.  We have received Ms. [redacted]’s
complaint in which she describes she was unable to use her [redacted] modem as it
would not work with her new computer. 
Mr. [redacted] states that she the device sent in for repair at the
instruction of U.S. Cellular and after 3 months received the modem back.  At this point, it still did not work as Ms.
[redacted] describes.  Her complaint
continues by describing that she was advised that she could not cancel her
account due to the contract and was required to continue paying for service for
a year even though she states it did not work. 
Ms. [redacted] states that she was previously advised that she could cancel
in June but was then told July and then was told August; and now is advised to
troubleshoot the issue instead of cancelling it.  Finally, Ms. [redacted] states that she has
already received alternative internet with Charter and has no desire to
continue her service.  The desire
resolution from Ms. [redacted] is to have the last 3 months non-paid service that
have accumulated and future billings to be voided and the service cancelled.We have reviewed Ms. [redacted]’s
concerns.  Because 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 purposes.  This was not provided in her submission. Please advise Ms. [redacted] to
resubmit this complaint with the information requested above and we will be
happy to address her concern at that time.  Alternatively, she may reach out to our Solutions
Consultants Department via our Customer Service Department at 888-944-9400 to
discuss the status of her account further. 
We 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,[redacted] M.Customer Resolution SupportU.S. Cellular®

October 31, 2015Revdex.com of
ChicagoAttention:  Revdex.com Customer Relations Advocate330
N Wabash Avenue, Suite 2006 Chicago, IL 60611Re: Complaint Number:  [redacted]Customer’s Name:  [redacted] U.S. Cellular® Account Number: ...

[redacted]Thank you for contacting U.S.
Cellular® in reference to the above account.  We are in receipt of [redacted]s correspondence regarding her account
and the resulting issues and charges upon activation.  [redacted] states she transferred from
[redacted] to U.S. Cellular® at her local store based on the promise of better
rates.  She then proceeds to list the
following six issues causing continuing concerns to her.  These issues are as follows:[redacted] states U.S. Cellular® incorrectly listed the account in her middle name of [redacted] rather than her first name of “Frances.”[redacted] further states the first bill she received was more than $300.00.She advises she was told the high cost was due to activation fees of which she advises she was never informed.[redacted]s third concern involves a $50.00 rebate card offered if U.S. Cellular® could not offer her service at a cost lower than her [redacted] plan.She advises she was not eligible for the $50.00 rebate card because she did not put a protection plan on her phone.[redacted] states she was not informed of the need for Device Protection+.[redacted] states she had a 4G plan with [redacted] and U.S. Cellular® ultimately placed her on a 3G plan.She advises as a result she is receiving messages that her data has reached 100% of the limit and she is paying a higher cost.[redacted] states U.S. Cellular® is to pay off [redacted] but has not done so.She advises she is receiving additional late fees assessed by [redacted] which will ultimately result in her having a remaining balance on her [redacted] account.Lastly, [redacted] states she just received her most recent bill which is over $300.00 again.[redacted] is very frustrated over these numerous
issues.  Her desired resolution is for U.S.
Cellular® to stand behind the offers made when she originally activated
service.  She further states she is on a
fixed income and cannot afford the high bills.  [redacted] advises she was paying $140.00 per month with [redacted] for
better service and would not have switched providers had she known of these
issues.  I can definitely understand [redacted]s concerns and
frustrations regarding the higher-than expected bills as well as the payoffs
for her [redacted] account.  Each and every
penny counts in today’s economy, especially when one is on a limited monthly
income.  There are many variables with
each of [redacted]s concerns listed above, and I am very happy to have the
opportunity to work with [redacted] and provide details regarding each item.  For simplicity, I will provide responses to
each item in a numbered list.[redacted] is correct in her statement that her account has been activated under her middle name of [redacted] rather than her first name of [redacted]”I want to profusely apologize for this error on our part.I would like to ask [redacted] to visit any U.S. Cellular® store at her convenience to have this information corrected.She will need to have a government issued photo ID with her (e.g., driver’s license, etc.) when she visits the store.[redacted] does not have to return to the same store if a different location is more convenient; any sales associate is able to quickly update the account name.I am sorry to say this is not a situation that may be corrected via correspondence.Due to security and privacy concerns and to ensure we are in compliance with all federal regulations, this information will need to be updated in the store with the proper ID.I apologize once again for this error.[redacted] is correct in her statement that her first bill was in excess of $300.00.The total balance on the first bill dated September 2nd was $342.66.There are several factors contributing to these charges, so I will provide a breakdown of each:[redacted] completed activation of her new service for two cell phones and one home phone on August 4 on a 1GB Shared Data (SD) Plan.Since [redacted] changed from the 1GB SD Plan to the 3GB SD Plan on August 6, so she was charged a prorated charge of $1.94 for these two days (August 4 – August 5).When [redacted] changed from the 1GB SD Plan to the 3GB SD Plan on August 6, she was billed a prorated charge of $43.55 for the period of August 6 – September 1 (end of bill cycle) for the 3GB Shared Data Plan.The normal monthly billing of $50.00 for the 3GB SD Plan for the full month of September 2 – October 1 also appeared on this statement.[redacted] exceeded her 3GB SD Plan for the period of August 6 – September 1 by 908.485MB.Due to this overage, she was charged $15.00 for the additional tier of data.Please note all of the above information is shown on pages 3-4 of the September 2 bill.As noted above, [redacted] activated two lines of service on August 4.Line ending 0112 was activated with the purchase of a basic at a monthly charge of $30.00.As with the charges described above for the account level, there is a prorated charge and a normal monthly charge.The prorated charge for August 4 – September 1 for was $28.06, and the standard monthly charge for September 2 – October 1 was $30.00 (Page 9 of the September 2 bill).Since [redacted] purchased the Kyocera Dura XA on a Retail Installment Contract (RIC), she qualified to receive a $10.00 Basic Phone Discount each month on this line.The discounts of $9.36CR for the prorated period of August 6 – September 1 and $10.00CR for the full month of service for September 2 – October 1 were properly applied.[redacted] chose Device Protection+ (DP+) for this line.The proration for DP+ was $6.54 for August 6 – September 1, and the normal $6.99 charge for September 2 – October 1.The Retail Installment payment for the Kyocera Dura XA will bill at $9.17 each month for a duration of 24 months or until she chooses to pay the remaining balance of the phone.The second line of service activated August 4 was for line ending 0183 and is billed a $40.00 Smartphone Access Fee each month.Details of these charges are on Page 10 of the September 2 bill.[redacted] disputes not receiving a $50.00 rebate card.This rebate is a called Guaranteed to Beat Your Plan offer and is offered for [redacted] and Verizon customers.If U.S. Cellular is unable to match or provide a current offer lower in price than either of these carriers, the customer will receive a $50.00 gift card via mail.This card is only provided if we are unable to beat the competitor and the customer does not activate new service.Since [redacted] did activate new service, she did not qualify for this promotional offer.[redacted] references her 4G data plan with [redacted] and states we placed her on a 3G plan.This statement involves two different aspects.[redacted] was on a 1GB and then moved to a 3GB data package.As with [redacted], the speed of the U.S. Cellular® network is 4G/LTE.My review reveals she is receiving 3G and 4G/LTE speeds on her cell phone, and the mobile hotspot has only had usage on 4G/LTE speeds thus far.[redacted] is concerned about her rebate for her payoff of the remaining balance with [redacted].I do want to clarify that we do not directly pay any other carrier.The rebate is in the form of a gift card sent to the customer typically in 10 to 12 weeks after submission.There are two separate situations involved with [redacted]s concerns:After obtaining copies of the contractual paperwork from the store, I find [redacted] did not elect to have the required Device Protection+ for line ending 0183.However, I have confirmed [redacted] added this protection on September 10, and I have submitted a request for an exception for [redacted].I am asking the Rebate Center to honor her [redacted] installment balance payoff of $314.99.[redacted] will need to allow time for processing the rebate.If she will allow a few days for the exception request to be approved and her information updated, she may follow the progress of the rebate on www.uscelular.com/rebate.I will also monitor her account to ensure all processes correctly.[redacted] also has an Early Termination Fee (ETF) of $74.00 for line ending 0112.A separate request is required for each individual line, and I do not see a request submitted for this number.She may visit www.uscellular.com/contractpayoff to submit a request for line ending 0112.I would ask that she complete a rebate form for line ending 0112 and upload or mail this with a copy of the [redacted] statement showing the ETF just as she did with line ending 0183.Again, once this is completed successfully, she will need to allow for the processing period and may follow the progress on the site noted above.[redacted]s last concern is regarding the more than $300.00 balance of her October 2 bill.There are several factors involved in this final balance: The prorated charge for August 4 – September 1 was $37.42, and the normal full month of service for September 2 – October 1 was $40.00.The iPhone 5s was purchased on a Retail Installment Contract, so the line qualifies for a $20.00 Smartphone Discount each month.The application of the discount resulted in a prorated credit of $18.71CR for August 4 – September 1 and the full credit of $20.00CR for September 2 – October 1.The monthly installment of $22.45 was applied.This charge will appear on each bill for 20 months or until the full price of the phone has been paid.[redacted] also activated line ending 3450 as a home phone line of service on August 4.Charges are shown on Page 8 of the September 2 bill.The proration for August 4 – September 1 was $18.71, and the standard full month of service billed for September 2 – October 1 was $20.00.Due to a promotional offer for activating a home phone line of service, [redacted] received credits for of $18.71CR and $20.00CR to offset these charges shown above.This line of service did not cost [redacted] anything other than the $1.91 in fees.On August 6, [redacted] chose to activate a new line of service for a mobile hotspot.The hotspot is line ending 1624 (P. 7 of the September 2 bill). A charge of $17.42 for proration is for August 6 – September 1, and the standard monthly charge of $20.00 is shown for September 2 – October 1.All new lines of service are charged with either a $25.00 or a $40.00 Device Activation Fee (DAF).Since [redacted] purchased each of the cell phones on a Retail Installment Contract, these lines were each assessed a $25.00 Device Activation Fee.As a part of the promotional offer at the time of activation, the home phone line (line ending 3450) qualified for waiver of the $40.00 Device Activation Fee, so she was not charged the $40.00 DAF on this line.Review of [redacted]s account also shows she was not charged with the $40.00 DAF when she activated the mobile hotspot on August 6.This charge is normally applied to a new line of service; however, [redacted] received a waived activation for this line.Calculation of all charges and applicable discounts shown above (underlined and in bold and italic) totals $305.47.With the $15.00 in data overage discussed earlier included and all applicable taxes and fees added, the final balance of [redacted]s first bill came to $342.66.I have obtained copies of [redacted]s Retail Installment Contracts from the local authorized agent location where she originated her service.Because neither form [redacted] left with in hand has the $25.00 Device Activation Fee documented, I have waived both of these fees from [redacted]s account.Total credit is $52.38.This statement contains her standard monthly charges for her data package ($50.00), basic phone ($20.00 after RIC discount), smartphone ($20.00 after RIC discount), home phone ($20.00), mobile hotspot ($20.00), Data Controls ($2.99), Device Protection+ ($6.99 and $8.99), and RIC payments for the devices ($9.17 and $22.45).Due to [redacted] adding Device Protection+ to line ending 0183 on September 10, there is a prorated charge of $6.59 for September 10 – October 1.The home phone line charged $18.00 back to the account due to the promotional offer of one month of free service.Because the expectation of only a 30-day period was not clarified at the time of activation, I have credited the $18.00 chargeback.[redacted] was assessed a $5.00 Late Payment Fee for making the payment for the September 2 statement after the due date.The largest contributing factor to this balance is primarily due to $120.00 in data overages for the period of September 2 – October 1.As referenced earlier, [redacted] contacted Customer Service and was provided this information, and her plan was ultimately updated to 6GB.[redacted] was also given credit for $60.00 of the $120.00 overage charge while speaking with Customer Service on October 23.With [redacted]s new data package and all features charged
and credits applied, she should expect a normal bill to be $185.59 before taxes/fees.  This quote is based on no additional charges
for data overages, product purchases, late payment or restoral fees, etc.  If [redacted] finds that more data is needed,
she could easily upgrade to a 10GB Shared Data Plan.  While this plan is $15.00 higher, her $20.00
discount on line ending 0183 would increase to $25.00.  Therefore, the additional 4GB of data would
ultimately only run $10.00 more per month.  As noted earlier, [redacted] states she is on a fixed income
and cannot afford the higher-than-expected bills.  Her desired resolution is for U.S. Cellular® to
honor the offers made when she activated service.  I would like to note [redacted] only had three
lines of service with [redacted], and she has opted for four lines with U.S.
Cellular®; she only had 3GB of data with [redacted] where she elected to have 6GB
with U.S. Cellular®; and only one device was financed with [redacted] while two
are financed with our company.  While the
bill will be somewhat higher than her monthly costs with [redacted], it does
include these additional features.  Once
the two devices are paid in full, the monthly billing will drop by $31.62 (down
to $153.97).  I hope the explanations I have offered provide clarification
to [redacted] regarding her first two bills.  I also hope the steps I have taken regarding the waived activation fees,
the credit of the $18.00 chargeback, and the escalation of the rebate are satisfactory
to [redacted] and will restore her trust in our company.  It is never our intention to mislead a
customer in any form or fashion, and I apologize to [redacted] for any and all
misunderstandings regarding her new account.  We are truly grateful she chose U.S. Cellular® as her wireless provider
and hope to have a long relationship in the future.  I sincerely appreciate working with you on behalf of Ms.
Mabry.  Should she have additional
questions or concerns, she may contact our Customer Service Department at (888)
944-9400 or by dialing 611 from her cell phone.  Thank you once again, and I wish you both a wonderful rest of your
weekend.Sincerely,
[redacted] Customer Resolution SupportU.S.
Cellular®