US Cellular

Initial Business Response /* (1000, 10, 2015/09/29) */
August 26, 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
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint about how her account was cancelled recently and the treatment that she received during this process. Ms. [redacted] states that her phone was cutoff without warning. She also mentions that when she contacted U.S. Cellular in regard to this that we complained to her. Ms. [redacted] states that it shouldn't matter how much data she uses as long as her bill is paid. Ms. [redacted] mentioned that when she calls U.S. Cellular that she gets transferred many times. Ms. Ported is requesting that we provide her with her refund and pay for what we have done and that we should discontinue treating people rudely and with disrespect.
I can certainly understand Ms. [redacted]'s frustration in feeling disrespected when her account was cancelled. It is never our intention to cause undue stress or frustration for our customers. I am [redacted] to review Ms. [redacted]'s account to provide information regarding this issue.
Firstly, I would like to express my sincere condolences on the loss of Ms. [redacted]'s husband and son. The loss of loved ones is never an easy time and I regret if the situation with her account added burden to her on top of an already difficult time.
Ms. [redacted] mentioned that as long as she paid her bill on time, it shouldn't matter how many megabytes or gigabytes she uses. I would like to explain. Our terms and conditions that were agreed to upon starting an account state:
No more than 200 MB of your data usage in any month for each device on your account [redacted] be used in U.S. Cellular's non-licensed markets.
On September 29, 2014, Ms. [redacted]'s line ending in [redacted] was being reviewed for data roaming violations. The line had used 1,206 megabytes when the allowed amount when outside of a U.S. Cellular market is 200 megabytes as stated in the terms and conditions shown above. The second occurrence of a violation was February 3, 2015. The roaming data usage during that cycle was 1,069 megabytes. At that time, the data usage was suspended until the end of the billing cycle which is the 19th of each month. On September 2, 2015, the line was again being review for a violation of the data roaming terms of service. A block was placed on the data usage and a voice mail was left for Ms. [redacted] to contact us in regard to the usage. Ms. [redacted] contacted our Customer Service Department on September 4, 2014 in regard to her data being suspended. She spoke with a Roaming Support Specialist in regard to the violations that had occurred. During that conversation, Ms. [redacted] was informed that due to three violations of the data roaming terms of service, that the line will need to be transferred to another carrier or the line would be cancelled on September 14, 2015. This was a ten day notice for Ms. [redacted] to either cancel the line herself or move it to another carrier.
Since Ms. [redacted]'s line [redacted] was cancelled, she has contacted U.S. Cellular three times in regard to this situation. The explanation that was given to her on September 4th was provided to her again.
I truly regret if Ms. [redacted] was unnecessarily transferred during any of these conversations. The situation above required a transfer to a specialized department that handles the data roaming violations. Also, if she was spoken to with any disrespect, I apologize on behalf of the company. No one contacting U.S. Cellular, customer or not, should be not be spoken to with anything but respect and caring.
Based on the information I have provided, I feel that proper notification was provided to Ms. [redacted]. She requested that we provide her with a refund. I am unclear as to what refund she is requesting. Ms. [redacted] still has an active line on her account with U.S. Cellular.
It is my sincere hope that the information I have provided above will provide a resolution. If Ms. [redacted] has further questions or concerns we hope that she will feel free to contact us by responding to this correspondence through the Revdex.com. She [redacted] also contact our Customer Service Department at X-XXX-XXX-XXXX. Please thank Ms. [redacted] for her time and patience.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The US cellular is full of lies if I was so bad on roaming and why didn't they cut off the other phone line then...and the company never tried to notify me of cancelation ...and they just cut me off without a warning after I paid my $170.00 and they didn't write me until I told uscelluar I was gonna go to Revdex.com... Yes I've contacted them three times after my phone got cut off who wouldn't after they pay there bill...and why should it matter how much roaming or Mega bites when I had 5 GB and that's more than Mega Bites...and yes I do think I should get a refund ...and after I tried to reason with them they told me to get another phone company... They are con artist....and they should know how to treat there customer... And after I been a good customer and paid my bill on time every time...they cut my phone off with a warning wouldn't you want your money back after I had a contract with them and they just cut my phone off like that...wouldn't you be mad also especially after all that's going on in your life with your ex husband died and your son died to and then you got lawyers and schools who had your number and they couldn't get ahold of you because your phone was cut off...yes it made me mad and I'll never get this company or recommend this company to anyone else...that's a shady company and they shafted me...and they don't think they did anything wrong..
Final Consumer Response /* (4200, 23, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the uscelluar because I've asked them nicely to fix my phone about the picture messaging and they never did so...and the phone had a flaw every since I payed for the phone...and no they never contacted me about no gaga bites I always contacted them after they cut my phone off...I even got from 2 gaga bites to 5 gaga bites ...and as from 200 maga bites that's less than 5 gaga bites...and I've never had a problem with any phone company except this one ...because they just cut my phone off without a warning and then gave someone else my number...and they never treated me right at all...and I've had two phones on the same contract...so I didn't violate my contract at all...us cellular violated the contract because I had two phones on two lines on the same contract...yes I think I deserve a refund...I don't think you all know how to treat customers...
Final Business Response /* (4000, 25, 2015/10/23) */
October 23, 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
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal about how her account was cancelled without warning and that U.S. Cellular violated the contract. She states that her phone had a flaw the entire time she had it and it never worked properly and U.S. Cellular didn't fix it. Ms. [redacted] is requesting that we provide her with her refund.
I can certainly understand Ms. [redacted]'s frustration with having a phone that doesn't work. In the busy world that we are all living in, we need to have a reliable phone to be able to stay in touch. I am [redacted] to review Ms. [redacted]'s account to provide information regarding this issue.
Ms. [redacted] mentioned that U.S. Cellular violated the contract with her by cancelling her line without warning. As I stated in my previous responses, our terms and conditions that were agreed to upon starting an account state:
No more than 200 MB of your data usage in any month for each device on your account [redacted] be used in U.S. Cellular's non-licensed markets.
As previously noted, if a customer exceeds this amount on a consistent basis, after 3 occurrences, the line will be cancelled. We did speak with Ms. [redacted] on September 4, 2014 and during that conversation she was informed that due to three violations of the data roaming terms of service, that the line would need to be transferred to another carrier or the line would be cancelled on September 14, 2015. This was a ten day notice for Ms. [redacted] to either cancel the line herself or move it to another carrier.
Ms. [redacted] again stated that her phone was not able to send and receive picture messages. As mentioned previously, she did contact U.S. Cellular about this issue on November 2, 2014. At the time she called, she was out of the U.S. Cellular market so the necessary troubleshooting steps could not be performed. November 2nd is the only day that Ms. Ported contacted U.S. Cellular about this issue. As noted, due to her being out of the area, we were unable to provide and walk through the needed troubleshooting steps.
Ms. [redacted] noted that U.S. Cellular broke the contract as she had two lines on her account, both on the same contract. When an account is started, each line has a separate contract. Therefore, by one of her lines being cancelled due to three violations of the data roaming terms of service, we are not violating the contract terms.
Ms. [redacted] is again requesting a refund. I am unclear as to what refund and what amount she is requesting. If Ms. [redacted] is requesting a refund, I respectfully request that she specify the amount and what the refund is for as she has not been incorrectly charged or has not had any billing issues.
As we have not found any new information from the previous responses and rebuttals, we respectfully request that this matter be closed. If Ms. [redacted] has further questions or concerns, she [redacted] contact our Customer Service Department at X-XXX-XXX-XXXX. Please thank Ms. [redacted] for her time and patience.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/08/13) */
August 13, 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
[redacted]

Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the complaint listed above received August 12, 2014. As a member of U.S. Cellular's Customer Resolution Support Team, I am responding to the complaint filed by Mr. [redacted].
Mr. [redacted] stated he was having trouble with his current phone. He decided to see what the hype was with the iPhone. He found an iPhone 5s on the Facebook garage sale site, for $250.00. He then called U.S. Cellular and gave us the serial number and we advised it was okay to activate. He was advised to call back from another line to active the phone, he paid for the phone and when he returned home he called back to try to activate the iPhone 5s. After being on the phone for an hour, Mr. [redacted] was advised he couldn't activate the iPhone. Mr. [redacted] was disappointed that we did not advise him we would need tray to activate the phone to see if it was in good standing. After Mr. [redacted] purchased the phone he was advised we would not be able to activate the device and now he is out of the $250.00. Mr. [redacted]'s desired settlement was for U.S. Cellular to take responsibility for the misinformation. Mr. [redacted] is now stating he is terminating service after seventeen years due to the misinformation and lack of concern of U.S. Cellular's part.
Ms.[redacted] I am sincerely sorry for all the inconvenience Mr. [redacted] has experienced when trying to activate the iPhone 5s. Customer satisfaction has always been our company's primary goal, and we appreciate the feedback that Mr. [redacted] has provided regarding his experience with U.S. Cellular(r).
After researching Mr. [redacted]'s account, I confirm he called in on July 28th with the serial number to research if the device was able to be activated. I greatly apologize; we should have advised Mr. [redacted] of the risk of purchasing a used device. The requested device must not be associated with a financial account that was cancelled for non-payment or fraud, the device must not be associated with a Retail Installment Contract with remaining installments, nor currently associated with an active subscriber line, the old customer must have completed the contract terms associated with the device and the requested device must not be associated with a Phone Replacement or Device Protection claim filed for a Lost or Stolen device. As you can see Ms.[redacted] there are many things that would need to be cleared before being able to active a used device.
Ms.[redacted] I understand that Mr. [redacted]'s phone is a vital connection to his family and friends and can certainly appreciate how upsetting it is when spending $250.00 on device that cannot be used. I am disappointed that this experience has caused Mr. [redacted] to consider terminating service. Customer satisfaction has always been our company's primary goal. We strive to provide all of our customers with the ideal experience in all dealings with our company. I recognize that we did not meet these expectations and I can understand the frustration it caused. We want to take this opportunity to show our appreciation for Mr. [redacted]'s honest feedback.
Ms.[redacted] we are determined to make this right for Mr. [redacted]. I would like to offer Mr. [redacted] to return his iPhone 5s to our Customer Relations Department, in good working order and we will replace it for a used for used iPhone 5s, with a maximum of 16 gigabytes. I hope Mr. [redacted], knows we are doing all we can to make this right and I hope he will reconsider canceling service, as we would not want to lose him as our customer.
I would like to take this opportunity to thank Mr. [redacted] for his seventeen years of service with U.S. Cellular(r) and I appreciate the opportunity to address his concerns. We look forward to speaking with Mr. [redacted] to resolve the issue in a timely manner. 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 Business Response /* (1000, 5, 2015/02/11) */
February 11th, 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: N/A
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. [redacted]'s correspondence. She states on February 9th, 2015 that she purchased a new phone for $19.99, and was told she needed to get a new plan. She currently has a plan that was already paid for and wanted to get just the phone. She was told to go to Walmart and purchase the phone. She spoke with supervisor Jeannette at U.S. Cellular and was advised she would have to pay twice for the same service.
We have reviewed Ms. [redacted]'s concerns and certainly understand her frustration with the information that has been provided. While reviewing Ms. [redacted]'s complaint I see she has not provided any account information. 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.
Please advise Ms. [redacted] to resubmit this complaint with the information requested above and we will be [redacted] to address her concern at that time. We apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we [redacted] proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2014/08/11) */
August 11, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I have received Ms. [redacted]'s complaint regarding her phone. In her complaint, she explains that she upgraded her phone to the Samsung Galaxy S4 phone in March 2013 with a new 2-year contract. Ms. [redacted] states that she has had multiple issues with the phone since purchase and visited the technician in store at least every two months. At some point, Ms. [redacted]'s phone would not charge. She states that U.S. Cellular replaced her phone twice with what she thought would be new phones that turned out to be used phones. After receiving the second used phone (which contained dents), two days later the phone screen then cracked and she states that she was advised that it was not insured by Unites States Postal Service. Ms. [redacted] continues to explain that her Samsung also began to have issues with charging just as the phone did. She states that upon sending the phone to the manufacturer (Samsung), it was discovered that the issue with the tablet was the charger she was using, which happened to be the same charger used for her phone. After finding this out, Ms. [redacted] has concluded that the issue was never with the phone itself; however it was with the charger she was using to charge both devices. She implies that U.S. Cellular should have caught this issue. Instead she states that she was forced to upgrade to another phone with another 2-year contract. Ms. [redacted]'s desired resolution is to be sent a new (un-refurbished) Samsung Galaxy S4 and to be let out of her current contract to return to the previous contract.
In review of Ms. [redacted]'s account, I would like to take a moment to apologize for the frustration this issue [redacted] have caused her. Unfortunately, once a phone is received due to a warranty exchange it is sent for testing and to be remanufactured. We have absolutely no way of returning her initial device to her or even knowing if the initial issue was actually due to the charger she was using.
I see that when Ms. [redacted] spoke to our Customer Relations Department on July 22, 2014 we advised her of the 15 day excellence guarantee, unfortunately Ms. [redacted] did not return her phone within that time frame.
Our Customer Relations Department again spoke to Ms. [redacted] on July 31, 2014 and at that time offered to make an exception and allow her to make the line ending [redacted] eligible and waive Device Activation Fee or send another Galaxy S4 replacement phone and allow Ms. [redacted] to return the iPhone which would have voided the commitment that was started July 15, 2014 that offer was also declined.
Ms.[redacted], while yes we understand this has been a frustrating situation for Ms. [redacted] she did not return the iPhone 5c within the 15 day time frame or agree to return the iPhone 5c when we agreed to make an exception outside of our normal 15 days. At this time the commitment terms are valid and will not be waived.
I understand we were not able to reason Ms. [redacted]'s desired resolution but 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, 2015/09/30) */
September 30th, 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
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. [redacted]'s correspondence. In his complaint, Mr. [redacted] states that we charged him for service after he ported out to cancel with Verizon and he requests that we refund money that was charged to him after this change.
We have reviewed Mr. [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 Mr. [redacted]'s submission.
Please advise Mr. [redacted] to resubmit this complaint with the information requested above and we will be [redacted] to address Mr. [redacted]'s concern at that time. We apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we [redacted] proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2014/03/10)...

*/
[redacted]
Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of the correspondence [redacted] stating that it is nearly impossible to cancel services. [redacted] states that her contract had expired and she wanted to terminate her services. [redacted] says that it took four calls and approximately sixty minutes. [redacted] also says that it was a complete waste of time and energy. [redacted] is not requesting additional action to be taken at this time.
[redacted] I know it can be frustrating and inconvenient having to wait for assistance. We strive to keep our wait times to a minimum by hiring knowledgeable associates to limit wait times and assist our customers in a timely manner. Because there are going to be periods in which the volume of calls is high, we continually review the wait times to ensure we assist each customer as quickly as possible. Please understand your satisfaction is our company's highest priority.
I have reviewed [redacted] concerns. [redacted] has not requested additional assistance. Should [redacted] need additional assistance, the customer information provided on the complaint does not match our account records. Because we value the security of our customers' information, we will require the Accountholder or and Authorized User contact U.S. Cellular. They may do this via the Revdex.com or by contacting our Customer Service Department directly [redacted] from their U.S. Cellular phone. 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.
[redacted]

October 19th 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
Re: Complaint Number: [redacted]
Customer's Name: Marge [redacted]
U.S. Cellular Account Number: ...

N/A
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. [redacted]' complaint.
Ms. [redacted] states that she received a phone and had it two days when it stopped working properly. Ms. [redacted] states that when she called in and was advised that the phone could not be fixed. Ms. [redacted] states that she was also advised that the phone would not be replaced for the amount that she paid for it. Ms. [redacted] states that she had a $25.00 Loyalty discount and was advised said discount would not be honored. Ms. [redacted] states that as such, she was advised that she would have to pay full retail price to replace the phone. Ms. [redacted] states that instead, she cancelled the account. Ms. [redacted] states that what she really wanted was a replacement phone.
Ms. [redacted]' desired resolution is that "they" refused to replace the phone for the amount she paid so "they" cancelled her account.
We have reviewed Ms. [redacted]' 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. 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] T.
Customer Resolution Support
U.S. Cellular(r)

February 25, 2016
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
                                       
Re: Complaint Number: [redacted]
Customer’s Name: [redacted]
U.S. Cellular Account Number: [redacted]
Account owner: [redacted]
Thank you for contacting U.S. Cellular. We are in receipt of Mr. [redacted]’s fourth rebuttal in which he re-states that the sales person did not inform him he was signing a contract. He also restates that we care little for our customers and restates we are unwilling to compromise in this matter. He also states he did not read about our promotions on our website.
Unfortunately, if the account owner and Mr. [redacted] feel as if they were not advised of a contract or retail installments it would be superseded by the final responsibility of Mr. [redacted] and the account owner to read what was provided to them prior to beginning service at our retail location. We do not offer to pay for early termination fees without the customer’s agreement to a 2 year commitment or installment plan. I regret that the account owner or Mr. [redacted] did not read the terms and conditions of what they were signing which explained fully their obligations including the two year agreement. As stated in our initial response, there is not a “no contract” option offered as part of our switcher promotion.
We have discussed and addressed the obvious negative feelings of the account owner and Mr. [redacted] in the three most recent rebuttals. While we apologize for those feelings we also do not see any further need for future discussion as this matter has been fully addressed. We respectfully ask the Revdex.com to consider this matter closed.
Sincerely,
[redacted] H.
Customer Resolution Support
U.S. Cellular®
Tell us why here...

Initial Business Response /* (1000, 5, 2014/10/22) */
October 22nd, 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 in which he states he is having issues with his devices. He states that a recent update to his devices wiped out the pictures on his phone, even after purchasing new SD cards. He also states that the call quality on his phone has not been good, advising people to call and leave a voicemail because the calls are not coming through. Mr. [redacted] is stating that he would like to cancel services with U.S. Cellular and not pay any early termination fees because of the poor service.
Ms.[redacted]U.S. Cellular understands the importance to having a working device and that it is important for our customers to have the communication. I truly apologize about the inconveniences that Mr. [redacted] has experienced and appreciate the opportunity to address Mr[redacted]'s concerns.
I see Mr. [redacted] first contacted us on July 8th, 2014 in regards to the SD cards and the Samsung update. He inquired about cancelling services without early termination fees due to the issues he was experiencing with his device. We provided the cost of cancelling services since Mr. [redacted] is currently in a contract with us. As a save offer, we offered to do an early upgrade on his devices because of the inconveniences; however Mr. [redacted] declined the offer.
On July 15th 2014 I see Mr. [redacted] accepted our Samsung Galaxy SIII Recapture Campaign. This offer was sent out to our customers due to internal issues with certain Galaxy SIII models. This recapture campaign was for our customers who had Samsung Galaxy SIII's that was either causing problems or had the potential to cause problems. With this campaign we did not charge the customer any fees or deductibles to replace. The only requirement for the program was to return the device that they were replacing. Later, on July 31st, we had an error sending out the device as the address on the account was not updated. I see we updated the physical address on the account and resent the device to Mr. [redacted].
On August 13th 2014 I see Mr. [redacted] contacted us regarding cancelling his account due to the quality of the calls. We provided Mr. [redacted] the early termination fee costs if he cancelled on August 13th, and we advised of upgrades on his account and the 15-day return time frame on his replaced Galaxy SIII.
After August 13th, I am showing no interactions where he called in until October 21st 2014. I show Mr. [redacted] called in wanting to cancel services on the account without the early termination fees. He wanted to cancel because of the phones memory cards erasing pictures. We offered to do an early upgrade on his devices; however Mr. [redacted] declined again stating that he does not want to sign another two year agreement for an upgrade. We also advised Mr. [redacted] since he is currently in a contract with us that there would be early termination fees that would apply should he cancel services.
Ms.[redacted]we are sympathetic to the issues that Mr. [redacted] has experienced. We have attempted to offer upgrading Mr. [redacted] devices to replace the ones he's currently experiencing difficulties with. Whenever our customers upgrade their devices they are required to sign a two year agreement since the devices are discounted from the full retail price. We do have other options available where Mr. [redacted] does not have to sign a contract to upgrade his device. One of those options is device financing, and another is purchasing a device at full retail price. We also have certified pre-owned devices available that are at a discounted price from the normal retail price of the phone.
Ms.[redacted]due to Mr. [redacted] currently under a contract with U.S. Cellular there will be an early termination fee applied should he choose to cancel his services. We definitely encourage Mr. [redacted] to contact us so we can troubleshoot the issues he's experiencing and even explore other options available to upgrade his devices. Since the account Mr. [redacted] has is a business account he can contact our Business Support Department at X-XXX-XXX-XXXX. Our Business Support Team is open from 7:00am - 8:00pm (CST) Monday - Friday, and 9:00am - 6:00pm (CST) on Saturday.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 7, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. Basically Andrew has informed me of the many problems that were reported on file. There are numerous problems with these phones that have gone unreported. The frustration with their service and forcing to sign another two year agreement just to take a chance that their phones MAY work is absolutely unacceptable. They're customer service in handling this matter has been very unprofessional and for what $175 cancellation fee that I have widdled down from the three hundred something since this headache began. All they are wanting me to do is continue to pay $$180 bill a month for the next seven months so I have a feeling they are going to drag this on as long as possible. I think based on their response, it tells me there is no mending this relationship. It is best for me to move on to another provider as soon as possible.
Final Consumer Response /* (4200, 11, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today, I currently received a voice mail from a call that wasnt received. If they had not left a message I would have never known they called. This was a new customer. This could have taken money from my pocket if she had not left a voice mail. This is my frustration. Why on earth would I sign a 730 day contract when they are only willing to issue a fifteen day guarantee. If it acts up in 30 days then I'm stuck for twenty three more months. The bottom line is being a business owner myself I have to guarantee a product and service. I make it right because that is the right thing to do. Their response is a lose - lose situation for me. They are even saying that if the new phone doesn't work I still have to remain with the contract I have. This sums up everything for my reason to terminate this contract without fees. I could have potentially lost money today and I'm sure it's possible that I've lost more money than their termination fees. I no longer want their service and their responses are only adding to the frustration. I would like this to resolve asap. I don't know how many responses they are capable of making but I hope action will be taken.
Final Business Response /* (4000, 13, 2014/10/28) */
October 28, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: [redacted]
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 Mr. [redacted]' rebuttal stating that he no longer wants our service and that our responses are only adding to his frustration. Mr. [redacted] would like to resolve the matter as quickly as possible.
Ms.[redacted]we have provided in detail information and options that Mr. [redacted] could take advantage of, to no avail. For Mr[redacted] to get his account canceled, he will need to contact our Customer Relations Department at XXX XXX XXXX, which is the department that handles cancelation request as well as determine if any Early Termination Fees could be waived.
I am truly sorry that we are unable to provide the resolution that Mr[redacted] is looking for, to cancel his service without a penalty. I respectfully ask that this complaint be closed as we have addressed the matter in 2 previous correspondences as well as offered different options.
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 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]
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 Mr. [redacted]'s complaint about only receiving two bills since he started service with us and having to be on hold for hours only to be disconnected. Mr. [redacted] said he has been told to look online to view his bills but has not been able to access his bills online because the system is telling him he has the incorrect account number. Mr. [redacted] has not been able to pay what he was told he would be paying on a monthly basis which was $139.99 plus tax he said it has ended up being more money and has not been able to get an explanation of why. He has also mentioned in his complaint that he has had to make multiple trips to the store to make payments because he does not know how much he has to pay and that on three different occasions his services have been interrupted. He has said he has made two payments this month and that his payments have not been showing on his account but that he does have his receipts to show he has made the payments. Mr. [redacted] also said that when he took a trip to Florida he was told to update his roaming area but that his phone would not let him. Mr. [redacted] said he would not recommend U.S. Cellular to anyone and that he felt like he was lied to about pricing and service in combination with his missing payments and he would like to be able to cancel his services with us and have the bill taken care of.
Ms. [redacted] I can understand the frustration Mr. [redacted] has encountered trying to get his bills so he can make the payments on his account and not risk the services being interrupted. I am so sorry for Mr. [redacted]'s inconvenience and the long hold times that he mentioned when he tried to call us and having the call end up being disconnected. I will be [redacted] to research to see what I can do to help Mr. [redacted].
Ms. [redacted] when Mr. [redacted] had started service with U.S. Cellular we had just upgraded to a new billing system and a new phone system which we were working very hard to iron out the wrinkles of both systems. We were trying not to impact our customers in any way and try to make the transition a smooth one, but unfortunately the upgrades caused delayed billing and our phone system was not working like we had hoped. We were working night and day to get our systems to the standards our customers were accustomed to so we could provide the world class customer service that we were known for.
Ms. [redacted] in my research I was able to find that Mr. [redacted]'s charge for the services he had when service was started would be in the area of $161.89 before taxes not $139.99. Since then he has changed his monthly service price plan and has added a line to his account. When services are started there is always proration's involved and activation fees that is why the first bill is always the highest.
Ms. [redacted] if Mr. [redacted] can fax us a copy of the receipts for the payments he said he made in the last couple of months we will be [redacted] to research where the payments have posted. I hope Mr. [redacted] gives us the opportunity to help him by calling our Customer Service Department and we will be [redacted] to go over the charges with him and help him to be able to sign on our online website so he can manage his bills online and make payments online so he don't have to make any more trips to the store.
Ms. [redacted] if Mr. [redacted] goes on another trip like he did when he went to Florida and experiences phone problems he can always call our Customer Service Department and we can partner him with our Roaming Support and get his phone issues resolved. We are always more than willing to help our customers anyway we can.
Ms. [redacted] it saddened me to hear that Mr. [redacted] wants to cancel his services with us and that he would not recommend our services to anyone. We would like the opportunity to see what we can do to help Mr. [redacted] if he will give us the chance. For security reasons we would not be able to cancel the account via correspondence. Mr. [redacted] would need to call our Customer Relations Department at XXX-XXX-XXXX or he can call our Financial Services Department at XXX-XXX-XXXX if his bills ever get to the point where he can't make the payments so our financial representatives can see what payment arrangement options would be available to Mr. [redacted]. This will prevent future interruption of services.
Ms. [redacted] we would not be able to cancel the account and waive the balance like Mr. [redacted] had requested his desired resolution to be but we will be more than [redacted] to see what we can do if he will give us the chance. I hope the options that I have provided Mr. [redacted] will give him the peace of mind of knowing that we are here to help him.
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

I have been with US Cellular for over 2 years I have been trying to order a new phone I have been lied to for a week now I have been told if not three stories 10 different stories everytime I call it something different and all they say is I apologize nobody seems to really want to help or either they don't know how to help it is just been frustrating to say the least I think customers should come first and try to satisfy them anyway they can and help if they are able to help and if a mistake is made try to fix it the best of your ability

Initial Business Response /* (1000, 10, 2015/01/06) */
January 6th, 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:...

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint wherein she states U.S. Cellular cannot get the bills correct. She states that we cannot provide the correct price of her plan, and the amount changes every time she calls in. She has called customer service numerous times and has been assured the problems will be taken care of. Ms. [redacted] says U.S. Cellular continues to charge her for basic phone charges, and one particular interaction was sent to our Resolution Department that came back in error. She says that she has been waiting for a call back from a supervisor, and states U.S. Cellular has not contacted her back. Ms. [redacted]'s desired resolution is to get her bill correct and for U.S. Cellular to better our customer service, as she feels U.S. Cellular provides very poor customer service.
U.S. Cellular understands the value of customer service. We are continuously striving to provide our customers a great experience. We are also constantly researching better procedures, taking in numerous feedback and suggestions, and applying them to how we work with our customers. I am genuinely sorry to hear that Ms. [redacted] has not been receiving the customer service that we are known to provide. I appreciate the opportunity to assist Ms. [redacted] and address her concerns.
After reviewing Ms. [redacted]'s account, I do see where the lines on the account were switched over to basic phones for a short period. The lines on the account did switch back over to basic phones; however the discounts for the basic phones continued to stay on the lines instead of switch over to the basic phones. I have corrected the discounts on the phone lines, as well as rerate the bill for what Ms. [redacted] should have been receiving. After my adjustments the total balance on Ms. [redacted]'s account is $213.86 that's due on January 15th, 2015. After the errors that have been corrected, Ms. [redacted] can expect her bill to be around $180 before taxes are applied.
In regards to having a supervisor contact Ms. [redacted] back about her account, I see two notes from our Customer Resolution Support Specialists where we contacted her. I show on both occasions she did not answer her phone and we left voicemails on the devices that we could leave them on. November 20th, 2014 in particular, I show we contacted Ms. [redacted] twice on two different phone numbers and left a voicemail to call back. Later that day I see she contacted us about the call she received and we advised her of the adjustments made. On December 23rd, 2014 we received a case on her account, in which we contacted her and left a voicemail to call back. We partnered with our supervisors and had a ticket created regarding the issues Ms. [redacted] was experiencing. I do not see any further interactions in which we attempted to contact Ms. [redacted]. Since this complaint I show that we have resolved the issues happening with Ms. [redacted]'s account.
Ms. [redacted] we genuinely apologize for the inconvenience that Ms. [redacted] has experienced over the recent months. Based on the interactions that are on the account we have resolved any problems and moving forward should see a normal bill. In regards to the experience in the store, I will forward her feedback to our leadership team as we value our customer's feedback.
If Ms. [redacted] has any additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Thank you again for the opportunity to review your account.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am definitely not in agreement with the resolution US Cell has submitted. Please refer to paragraph three where Andrew states he reviewed the account and made adjustments to the bill. The bill for this month is $213. In the very next sentence he states that I should expect the monthly bill to be $180. He made adjustments and deductions to my bill and it is still over what I should expect the bill to be. This is a great example of what I have been dealing with the past four months. I have been told by customer's service reps that I should expect a monthly bill of $140, another rep quoted $170 and now Andrew quotes $180 but that still isn't right because he made his adjustments to the bill and it's now $213 for January 11, 2015. I'm starting to believe that US Cell may keep the bills confusing on purpose. Their own representatives can't even read them.
Please refer to paragraph four where [redacted] claims that their customer service supervisors attempted to contact me and left voicemails in which I never returned. I'm not saying Andrew is lying but maybe they have supervisors making entries that aren't truthful. Here are the dates I made contact with US Cell in reference to these billing problems:
1. 8-31-14 Bought four new smart phonesThe start of this mess9-2-14 Received TEXT msg that we had used all of our data plusCalled customer serviceinformed we had a $189 overage for data-Router we purchased wasn't password [redacted] this Case number XXXXXXX. 9-3-14 [redacted] from customer service did return call and US Cell took off $150 of the charges.
2. 9-7-14Took smart phones back and got basic phones
3. XX-X-XX noticed $150 Data charge on XX-XX-XX bill. Called customer service and spoke with[redacted] and [redacted] and stated those charges would be removed within 24 hours and no past balance due. [redacted] showed $169.87. Referred to Resolution Dept. Told to call XX-XX-XX if I hadn't heard anything.
4. XX-X-XX I called US Cell and spoke with [redacted] who informed me that I owed $273.93. This was for the basic phones.
5. XX-XX-XX I called and spoke with [redacted] He said he took care of the issues but it [redacted] take "another billing cycle" to get the bill correct and if I had a problem to call customer service back and they would correct it.
6. XX-XX-XX Decided to go back to smart phones. Paid off the basic phones and bought two used smart phones a reactivated two of our old smart phones. All phones were paid for at that time.
7. XX-X-XX I called and spoke with [redacted] because the bill was still wrong. He directed me to go in to the store to speak with the manager about the bill. He said someone from US Cell would call on 11-10-14. No return call ever received or voicemail left. [redacted] did state that he refunded $49.96 and the bill was $111.77.
8. On 11-18-14 I went into the store and told [redacted] that I was still getting charged for installments on phones that I had paid off. [redacted] the Manager stated that he was going to take care of the problem. He said that on 9-7-14 the Ames, IA store incorrectly returned the previous phones. He also stated that it appeared US Cell was charging me for smart phones rather than the basic phones that we had during that billing period. [redacted] called Financial at US Cell and explained to them what [redacted] had said. They said they would either credit the CC or the US Cell bill.
9. XX-XX-XX US Cell called and left voicemail and I returned the call and they informed me that there was a $393.99 overcharge and it would be credited to the account.
10. XX-XX-XX Went in to US Cell store, waited an hour for service, and spoke with [redacted] and informed him that I was still being charged for the basic phones. He stated that he would call customer support after I left (I had to leave, prior appointment) and take care of the problem and get the credit. He stated that he would call me back and let me know. He never called and the bill was never adjusted. Before I left I asked [redacted] what the monthly bill should be and he quoted $140.
11. XX-XX-XX I called US Cell and spoke with [redacted]. I explained to her everything going on. She reviewed everything and stated that she would refer the case to the Resolution Dept. They would be in contact within 7-10 days. [redacted] also stated that she was going to talk with her "Group Leader" and asked if she could call me back at 9:00pm. I said that would be OK. The Group Leader never called and never left a voicemail. I also asked [redacted] what the total bill should be every month. [redacted] quoted $170.
With this many contacts, on my part, does it make sense, to a logical person, that I would not call a supervisor back that left a voicemail? I wanted this problem rectified.
I believe I have been more than patient with US Cell and they continue to state that the problems have been taken care of. This has been going on since August. US Cell Customer Service is a joke and I'm offended by [redacted] statement about calling the Customer Service number he left in his response. If their Customers Service was effective I wouldn't have to be going through the Revdex.com to get anything done. I appreciate the efforts of the Revdex.com.
Could it be rectified by cancelling the current account and setting up a new account? Just an idea.
Final Business Response /* (4000, 14, 2015/01/13) */
January 13th, 2015
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number:[redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number:
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s rebuttal in which she states she does not agree with the resolution provided. She states that she has been provided numerous quotes of what her monthly bill should be. Ms. [redacted] feels that U.S. Cellular keeps our bills confusing on purpose.
Ms. [redacted] I'm sorry to hear that my previous response did address Ms. [redacted]'s previous concerns. It was my understanding that I resolved the issues based on the information provided in the original complaint by correcting the discounts and rerating the bill. I apologize for any inconveniences and will be more than [redacted] to continue reviewing Ms. [redacted]'s account.
At the time Ms. [redacted] changed over to the Shared Connect Plan on August 31st, 2014, we were running a promotion that gave our customers the option of have 10GB of data with four lines for $140. With this promotion, you had to either finance your device or own the equipment. If these requirements were met you could take advantage of this offer. The $140 that's quoted is before any taxes or retail installments are calculated before the bill. If all four devices are financed, then then total of the bill will be higher than the $140 quoted, depending on the devices that are on the account.
After further reviewing Ms. [redacted]'s account, I see her account does meet the qualifications for getting the discounts applied on her bill. In my previous response the information that I used and quoted her monthly bill at was based on this last bill. After reviewing the account thoroughly as a whole, her actual monthly bill (before taxes) will be $140.00. I apologize for the misinformation provided in my previous response, along with any inconveniences that this has caused. I have made the proper adjustment to Ms. [redacted]'s account which brings her account balance to $163.56 that's due on January 15th, 2015.
In regards to the interactions that Ms. [redacted] provided in her response, I do see notes on the account where she contacted us and information was provided about her initial concerns. I see the cases that were created on her account to have a Resolution Specialist contact her about research. With our Resolutions Department it is our policy to make two attempts to contact the customer. The numbers contacted [redacted] vary depending on the lines on the account, or if a home phone number is included on the account. I do see on December 31st, 2014 where Ms. [redacted] called in and the associate she worked with, [redacted], submitted information to her leader; however there are no further documentations regarding that interaction. I'm not sure why [redacted]'s leader has not gotten back to Ms.[redacted] about her interaction and I genuinely apologize that she has not.
Ms. [redacted] in regards to Ms.[redacted]'s statement about being offended, it was not my intention to offend Ms. [redacted]. We always recommend contacting Customer Service as Customer Service has the ability to pull up our customer's account and answer any questions, but to also provide immediate assistance. I understand from Ms. [redacted]'s statement that she has not had a pleasant experience with contacting Customer Service or visiting a retail location, however we still consider our Customer Service team a valuable channel for our customers to be provided with assistance. I also wish to ensure that Ms. [redacted] know that we also have other venues in which she can contact us, such as Email, Social Media, and Click to chat from our website. Please keep in mind if Ms. [redacted] chooses to email us the average response time is within 72 hours of submitting her request.
Ms. [redacted] asks in her response if cancelling the account and starting over with a new one would rectify the issues she's experienced. As mentioned in my previous response I have corrected the discounts that are to be applied on the account. Moving forward from the previous bill, all future bills will correctly reflect the discounts applied to them, along with the correct bill balance. If Ms. [redacted] still wishes to cancel her current account and start over she needs to keep in mind that our Shared Connect Plans require two year services agreements and that she would be signing the agreement if she started over. Since Ms. [redacted] financed her devices her lines are not in an agreement with us currently.
Ms. [redacted] should Ms. [redacted] have any additional questions, she [redacted] contact our Customer Service Department, or she [redacted] contact us through our other channels listed above.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 5, 2014/02/18) */
February 18, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

N/A
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of the correspondence from Mr. [redacted] stating that that as of 2 weeks ago he has been roaming in [redacted] which is where he spends a lot of his time. Mr. [redacted] states that he needs high data speeds in this area for things like turn by turn navigation. Mr. [redacted] says that he no longer gets the speeds that he was promised at the time service was activated. Mr. [redacted] goes on to say that he is trying to get out of his contract due to the our sale to [redacted] in this area which has resulted in the slower speeds. Mr. [redacted] feels that U.S. Cellular has violated the contract by changing the network and should be allowed to switch carriers for this reason. Mr. [redacted] states that he has spent hours on the phone trying to resolve this matter and has gotten the runaround. In addition to this Mr. [redacted] states that the treatment he received by the representative was rude and was denied the availability to speak with a supervisor when requested. Mr. [redacted] goes on to say that when at the point of wanting to take legal action he asked the Customer Service Manager if the he could record the call and this was also refused. Mr. [redacted] also states that this same Customer Service Manager contradicted himself repeatedly and refused to let him out of his contract. Due to this Mr. [redacted] is requesting to be let out of his contract with no termination fee and for the phones to be unlocked.
Ms. [redacted] I would like to apologize for any frustration Mr. [redacted] have experienced while attempting to resolve this matter. I appreciate the opportunity Mr. [redacted] has given us to research his account and address this matter as well as provide additional information that [redacted] be helpful.
I would like to first take this opportunity to show my appreciation for the feedback Mr. [redacted] has shared. Customer satisfaction is our highest priority at U.S. Cellular and while we continually strive to find new ways to enhance our customers' experience, it is our customer's opinion that matters most. By Mr. [redacted] taking the time to share his recent experience, he helps us make enhancements and deliver a consistent experience to our customers through our call centers and sales locations.
On November 7, 2012 U.S. Cellular announced that it would be selling select Midwest markets to [redacted]. This included the Northeastern portion of [redacted] All customers that lived in this area and were directly affected by this sale were notified by letter with the options available. This sale was finalized on [redacted]17, 2013. After this date any customer that lived in this area and had a number that was generated from this area was provided with the option to cancel services with no penalty. On January 31, 2013 U.S. Cellular turned services off in the area that was sold to [redacted]. This would result in this area being considered as a partner coverage area and the use of service and coverage portion of the terms and conditions of the contract would apply.
U.S. Cellular provides a National coverage with many of their plans. This means that in areas that we do not have towers we have roaming agreements with other carriers for our customers to use their service. Mr. [redacted] stated that U.S. Cellular had violated the terms of the contract by changing the network. In the Changes to the Relationship section of the terms and conditions it states: "We [redacted] amend the Agreement at any time by providing notice to you. If we make Material Changes to the Agreement that you do not agree with, you [redacted] cancel your Agreement without incurring an ETF by notifying us within 30 days after notice to you of the change. "Material Changes" shall be only those changes that result in an increase to the rates that we charge you for services under your Price Plan as specified in your Service Agreement." The sale to [redacted] is not considered a Material Change Mr. [redacted]'s number originated from the area that was directly affected by the sale. In the Use of Service section of the terms and conditions of the contract it states: "No more than 200 MB of your data usage in any month for each device on your account [redacted] be used in U.S. Cellular's non-licensed markets." After this the data services [redacted] be slowed in some cases can be interrupted. These are the terms that Mr. [redacted] agreed to at the time of activation. If Mr. [redacted] did not receive a letter notifying him of the sale to [redacted] this would indicate that his numbers were not considered to be directly affected by the sale. With that the terms of the contract have not been broken and there would be no grounds to waive the termination fee should Mr. [redacted] choose to cancel services prior to the end of his contract.
In Mr. [redacted] also requested that the phones be unlocked upon cancelation so that they could be used with another carrier. At this time, U.S. Cellular does not release or unlock phones for two reasons. First, the programming levels of the phone contain proprietary and confidential information related to our network and equipment. Secondly, [redacted] handsets, such as the ones we offer, are designed for a specific carrier and will not work optimally on the network of another [redacted] service provider. The majority of [redacted] service providers will not activate another carrier's handset on their network for this reason. I can understand the frustration this [redacted] cause.
I would like to take a moment and again apologize for the frustration the experience Mr. [redacted] had with our Customer Service Department has caused. There is an escalation process that is followed. At a certain level it is requested that the supervisor or manager contact the customer back as they [redacted] not be available right away. This call generally does not take the full 72 hours. We prefer to set the expectation that it [redacted] take up to this length the availability of the supervisor or manager and other call backs that were requested previously. In reference to the request to record the conversation, when we are notified that a customer would like to record the call we do not have the option to deny this as we record calls for quality purposes. I have forwarded this feedback to our leadership.
I have reviewed Mr. [redacted] concerns. Unfortunately, I am unable to fully process this request at this time, as the account number or cell phone information provided on the complaint does not match our account records. The information above includes all of the general information I can provide to answer Mr. [redacted]'s concerns. Because we value the security of our customers' information, we will require the correct account number or cell phone number as listed on the account for verification purposes. Mr. [redacted] may do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.
Sincerely,
[redacted] L
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 11, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] has said she is saddened to hear we have been consistently given wrong information by US Cellular associates and that I am unable to use the phone in the way I originally signed up for, yet she offers no solution. To hear she is saddened and understands my disappointment does not alter the fact that I have been consistently fed misinformation and am now being forced to pay for services I cannot access in Chicago.
The only solution offered by [redacted] thus far is to use WiFi since I cannot access the services I am paying for on my phone:
"I would like to suggest that Mr. [redacted] inquires if where he works offers free Wi-Fi services, that would eliminate the issues he has experienced while at work, since that does not access the internet service from his phone, but the third party Wi-Fi service."
Not only is it insulting that she would offer this as a solution to the fact that I cannot access the services I am paying for, it is not possible. I drive for a living; therefore, I do not have a place of work where I can request to access WiFi. I need to be able to use turn-by-turn navigation while driving, and I need to be able to use the internet to look up vital route information from multiple locations throughout Chicago. This is the reason I signed a contract with US Cellular back in January 2013. My understanding at that time was that I would have access to 2GB of in-network data that would allow me to use turn-by-turn navigation and internet access quickly and reliably. Up until recently, this has been the case. When the towers were sold to [redacted], this changed.
As for [redacted]'s claim that US Cellular was unaware of the impact of the sale at the time of the announcement back in November, I don't believe, based on the article posted on the US Cellular website, that information is entirely accurate: http://www.uscellular.com/about/press-room/2012/USCellular-to-Sell-Select-Midwes...⇄
In closing, I do not accept the proposed resolution, as no resolution has been offered. The only thing coming close to a resolution was the suggestion to request the use of WiFi services since US Cellular has failed to provide the services they promised. I have already covered why this is not a viable option.
Final Business Response /* (4000, 13, 2014/02/28) */
February 28, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite [redacted]
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: N/A
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to Mr. [redacted]'s complaint. I am in receipt of the 2nd rebuttal from Mr. [redacted], where he states that he does not accept the suggestion offered by [redacted] in the previous correspondence, as well as finds it insulting.
I can understand Mr. [redacted]'s frustration regarding not being able to use his service in the Northeastern IL area where he works. Mr. [redacted] feels he should be let out of his contract without an Early Termination Fee, since we are unable to provide the level of service he needs in his work area.
Ms. [redacted] please let Mr. [redacted] know that has been 2 attempts to get his cellular or account number, so that we can access his account to fully address his concern. The information needed still has not been provided. I encourage Mr. [redacted] to contact our Customer Service Department at XXX XXX XXXX and speak with our Customer Relations Department regarding canceling and having the Early Termination fees waived. Also at this time we are unable to unlock our phones.
Ms. [redacted] although we are unable to provide the resolution that Mr. [redacted] is looking for, we respectfully ask that this matter be closed. Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.

Sincerely,
[redacted] W.
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2015/03/11) */
March 11, 2015
Revdex.com of Chicago
Attention: Ms. [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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 concerns and would be [redacted] to help find a resolution for our customer. Ms. [redacted] states that she was charged $46.44 for an international call that she made from her phone. She states that she was not informed that international calls were not part of her package or that she was not warned while attempting to make the international call. Ms. [redacted] states that she would like to have the charge of $46.44 credited to her account.
Ms. [redacted], I have reviewed Ms. [redacted]'s account and do not see any notations regarding the incident, however I do see the charge on line [redacted] for the bill due 2/26/15 in the amount of $46.44. On Page 3 of 17 for that invoice, there is a breakdown of everything that is covered under our Family 1000 plan. International Calls are not listed.
Ms. [redacted], I can understand the frustration that Ms. [redacted] felt when she received a bill for more than she expected. I want to ensure that Ms. [redacted] is aware of our International Dialing package that can be added to her account. The international long distance plan is $3.99 per line, per month and will allow Ms. [redacted] to considerably reduce her per minute charge on international calls. I have included the link to our international options through our website. The customer can click here http://www.uscellular.com/services/international/index.html to get more information. International calls are not included with any of our plans. It is an additional feature that must be added for a reduced rate.
Although the charges on Ms. [redacted]'s bill are valid, due to Ms. [redacted]'s tenure and the amount of her bill, I would be more than [redacted] to provide a credit to her account in the amount of $46.44. This will leave Ms. [redacted] with a balance of $223.96 due on 3/23/15. If Ms. [redacted] makes international calls going forward, there will be charges on her bill for those calls in the future.
Thank you for allowing me the opportunity to assist Ms. [redacted] with her concerns today. If she has any additional inquiries, please have her contact our Customer Service Department at X-XXX-XXX-XXXX from 6AM-11PM every day.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/02/06) */
February 6, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
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 review the information provided. Ms. [redacted] has contacted you and expressed that she is not [redacted] with how she has been treated. She explains that her billing has been incorrect for some time. She also explains that the bill has increased and she is not aware as to why this has happened. Ms. [redacted] goes on to explain that she has contacted us many times to go over her billing. On one occasion she spoke with [redacted] a supervisor, in which she states he was not interested in helping her resolve her account, but rather focused on taking a payment. According to Ms. [redacted], she requested to speak with his supervisor and was not given the option to escalate her call. Ms. [redacted] is only asking that her account be resolved or she will cancel her service with U.S. Cellular�®. Ms. [redacted] on wants a resolution on why her bill lately has been incorrect, but more importantly would like to not have to call in the first place. The long hold times and customer service has not been to the standard that she deserves.
First of all, I am saddened to hear about all the frustration that Ms. [redacted] has gone through. Long hold times and billing issues are something that we are not [redacted] with and will not stand for. Furthermore, although there [redacted] be an issue with Ms. [redacted]'s bill, she should never be treated with anything other than the utmost respect. Customer satisfaction has always been the highest priority of ours, and I again am taken back at how Ms. [redacted] has been treated. For what it's worth, I apologize to Ms. [redacted] that she feels the need to go to such lengths to get a resolution.
With that being said, I have researched the account to find what the problem has been. I am sure that Ms. [redacted] understands that her issues began when we converted to a new billing system halfway through 2013. The main issue was that the bills were taking too long to generate for our customers. This delay caused Ms. [redacted] to not receive a bill in the month of July, 2013. Therefor she had bills come out closer together over the following months, in order for the billing to be caught up on her account. To Ms. [redacted], this [redacted] have appeared as being double billed. Below, I have provided a table to explain the recent billing history on the account. Yes it is true; we have given adjustments on the account because we were not able to explain the bill properly. That is our fault, and if we had explained the bills properly, we could have resolved this issue before it had to go this far.
Bill Date Bill Cycle Amount Due Amount Paid Payment Date
6/22/2013 6/22 - 7/21 $111.41 $111.41 7/19/2013
8/16/2013 7/22 - 8/21 $112.39 $112.39 9/27/2013
9/9/2013 8/22 - 9/21 $112.39 $50.00 10/3/2013
$62.39 10/25/2013
9/25/2013 9/22 - 10/21 $117.39 $117.39 11/8/2013
10/29/2013 10/22 - 11/21 $112.52 $112.52 12/6/2013
12/1/2013 11/22 - 12/21 $121.93
12/29/2013 12/22 - 1/21 $161.14 $111.22 1/17/2014
1/27/2014 1/22 - 2/21 $153.76 $0.00 Not Due Yet
My hope is that this chart has helped explained that there has not been a double billing issue. This is not the easiest thing to put into written form, thus the reason that the above table was included. Also, I have researched why the recent bills have fluctuated and increased. It is true that Ms. [redacted] typically pays around $112.00 per month for her service as long as there are no changes or other services requested. To follow along, Ms. [redacted] can reference the table above. As we can see, the billing did not increase until the last three months of service. The December 1, 2013 bill has some ''Daily Data'' charges on it in the amount of $9.00. The December 29, 2013 bill also had $9.00 in ''Daily Data'' charges as well as a $35.00 ''Device Activation Fee'' for a new phone upgrade. Lastly, the January 27, 2014 bill had $27.00 in ''Daily Data'' charges as well as $11.95 in ringtones purchased. ''Daily Data'' occurs when a customer who does not pay for data service monthly, uses the internet on their phone. In this situation, most of these charges, maybe not all, occurred from the user of the phone number ending -0899, purchasing ringtones. This user has been accessing this service which would cause these data charges. This is something that we can help educate Ms. [redacted] on though Customer Service and I apologize that this has not come up in our previous conversations. I would like to mention that the user of this phone number should be aware that they are charged each time they are using data services. There are pop up messages that warn our customers of data charges before using these services. I would like to also note that the bills would have been the normal amount for each of the above cycles without these additional charges.
In closing, we would love to explain this in more detail to Ms. [redacted] if this is needed. Our hold times in Customer Service are improving and we are making every effort to make sure that we are available to assist our customers.
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�®
Final Consumer Response /* (2000, 12, 2014/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/02/16) */
February 6, 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: ...

XXXXXXXXX
[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. Ms. [redacted] states she was she purchased the Samsung Galaxy S5 at the recommendation of the sales associate. She mentions she was told the device is water and shock proof. She states the first time she dropped the phone the device screen shattered. She goes on to say when she discussed the issue with the manger he was unable to assist her. She believes she was lied to and believed agents should not be allowed to be dishonest to sell a product.
I am sorry to learn that Ms. [redacted] feels that the representative who assisted her was dishonest. We would never intentionally give a customer inaccurate information. I truly apologize for any misunderstanding that [redacted] have been communicated during her interaction.
We have spoken to the account holder [redacted] as of February 6, 2015. As a gesture of goodwill we offered her a $50 credit toward her U.S. Cellular bill to help assist with the device repairs. The account owner accepted this offer and we hope Ms. [redacted] will consider this matter closed.
Ms. [redacted] thank you for the opportunity to address Ms. [redacted]'s concerns. We are very [redacted] she recently joined U.S. Cellular and we look forward to a long amicable business relationship.
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, 2014/02/13) */
February 13, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Ave Suite 2006
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
US Cellular Number: ...

XXX-XXX-XXXX
Dear Ms. [redacted],
Thank you for contacting U.S. Cellular in reference to the above account. I have reviewed the statement made by Ms. [redacted] and want to assist her in any way possible. After reviewing the information provided by Ms. [redacted], I am currently unable to assist her at this time due to her name not appearing on the account in question.
Ms. [redacted], we strive to make every U.S. Cellular�® account secure, which means our customers must verify certain information, so we can access their account to fully address their concerns. In this case because Ms. [redacted]'s name does not appear on the account, I would suggest she speak to the account owner and request they contact us immediately so we can further assist them with any questions they have.
I am truly sorry I am unable to help Ms. [redacted] further at this time. Should Ms. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] R.
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 16, 2014/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is so ridiculous! I AM AN AUTHORIZED USER ON THE ACCOUNT!!! I'm actually on the phone right now(since 12:12pm) with a [redacted] from US Cellular customer service who is putting in disputes for me because she said I was billed incorrectly and it's very obvious and even she is confused as to why my complaints have not been addresses and why whom ever is answering the Revdex.com complaints can't seem to verify my identity...and who also says I AM an authorized user because it shows that it should have been changed to [redacted]...and just because my last name is now [redacted] instead of [redacted] doesn't mean that I'm not authorized. She sucessfully put in a new dispute for me CASE #XXXXXXX. Maybe [redacted] should get a raise because she seems to be the only one who understands how the billing and verifying a person's identity is done at US Cellular!!!! So, if [redacted] can see that I'm an authorized user with a valid pin of [redacted] - why can't you see it for a Revdex.com complaint? This is the exact run around and ridiculousness I've gotten for a month regarding a bill that they billed incorrectly and instead of just fixing it and working with a customer they have had for almost 10 years they are fighting it!
Final Business Response /* (4000, 18, 2014/02/26) */
See PDF attached

Initial Business Response /* (1000, 10, 2014/02/20) */
February 20, 2014
Revdex.com of Chicago
Attention: Ms.[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: [redacted]
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 Mr. [redacted]'s complaint regarding his lifeline discount. Mr. [redacted] states he is supposed to be on a $29.99 lifeline plan. He also stated that he has contacted us more than 3 times regarding the calling plan. He is stating that he was transferred between departments several times regarding the issue. He feels that we have fraudulently and manipulated his bill and attempted to take the payment through auto-payment. Mr. [redacted] is also stating that auto-payment was shut off, and he then received an email that stated his balance was more than his auto-payment limit. Mr. [redacted] is requesting to have his bills re-rated to the $29.99 calling plan, and he wants the calling plan.
I can certainly understand Mr. [redacted]'s concerns about receiving a bill for $1080.33. I know that receiving a bill this high is frustrating and concerning. I am [redacted] to review his account to provide helpful information.
Ms.[redacted] in his complaint Mr. [redacted] stated that he requested to be on the $29.99 lifeline calling plan, and that he was approved for this plan. On October 2, 2013 Mr. [redacted] was removed from the lifeline program as he had not recertified for the discount. On December 9, 2013 Mr. [redacted] contacted our Lifeline department due to the discount not being on his account. We advised that he had not recertified. The discount was re-added to the account on December 9, 2013. Mr. [redacted] was also inquiring about the lifeline calling plan until he was advised that he was unable to keep his current cellular number, and phone. No changes were made to his account.
In addition, also on December 9, 2013 we advised Mr. [redacted] about completing a change of ownership to his dads name to lower the monthly cost. This was suggested as Mr. [redacted] has two lines on his account. The calling plan he is requesting is available for only one line on the account.
On February 15, 2014 Mr. [redacted] contacted our Customer Service Department regarding the bill being so high. We advised him that no payments had been made. He again stated he wants to get on a lifeline plan. We provided the number to our Lifeline department, and transferred him to our Financial Services Department. Our Financial Services Department was unable to complete payment arrangements as the account was suspended for non-payment. While the account is suspended we are unable to complete those arrangements.
Mr. [redacted] contacted our Financial Services Department on February 18, 2014 to inquire about the account balance. We advised that the account balance was $1080.33.
Ms.[redacted] I have reviewed Mr. [redacted]'s account. Our records reflect that he currently has two lines on our promotional family unlimited calling plan. The cost of this calling plan is $99.99 per month for two lines of service. He also has Device Protection for $5.95 per line per month, and a two gigabyte data package for $25.00 per month for a total of approximately $136.89 per month plus taxes. Mr. [redacted] also has a lifeline discount on his account for $9.25 per month.
In his complaint he states that he requested the $29.99 calling plan. However I do not show a request for this calling plan until December 9, 2013. Mr. [redacted] can take advantage of the $29.99 calling plan. However the $29.99 calling plan is available for one phone only. I regret he is unable to have the calling plan on both phones.
I show that the second phone Mr. [redacted] has is a smartphone. The lowest plan we would offer for this phone would be our $90.00 per month plan. This plan would give this line unlimited minutes and messaging, and one gigabyte of data per month. The cost of this plan would be approximately $90.00 per month. If he was to select the $29.99 calling plan and the $90.00 calling plan plus device protection of $5.95 per line per month. The total of his bill would be approximately $131.89 per month plus taxes
Mr. [redacted]'s account is currently suspended for non-payment. Our records reflect that the last payment Mr. [redacted] made was in September of 2013. Due to the account being suspended we are unable to change the calling plan. The account would need to be brought current to update the calling plans. Once the accounts are brought current we would be [redacted] to update his calling plans.
Ms.[redacted] the difference in the two calling plans is approximately $5.00, and due to the frustrations Mr. [redacted] has experienced I have issued a courtesy adjustment of $25.00 to his account. This adjustment will bring his account balance to $1055.33. I truly apologize for the frustrations this issue has caused Mr. [redacted], and hope this information is helpful.
Should Mr. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 16, 2014/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a resolution to the obvious 1080 dollar bill, if they had looked at the records at all. They would know that I had a "feature phone", on my what? 2 lines look at the records, the other phone was canceled but as usual they dont listen they just glance and type rhetoric, fact that phone the 2nd line a "feature phone" has not been used in about a year. So is that now part of my bill too and why wasn't that other phone canceled? they can type but can they look at their own records no. I might just take them to small claims court and then when the judge takes an objective look at their records as well as mine then I will give up, unless they find someone who has a soul and can read and fix this in the customers favor(fire some dishonest sales/customer service folks) I asked and was not given the services
requested, I was misled into a overpriced plan.
Notice the date on this notice after my phone was canceled and after I found out my autopayment had not been made for 6 or more months and after I found out that I was being charged a fortune for a plan I didnt want and another phone I havent used in a year no one has it doesnt even have a bettery and the one I used so what what it was you could have helped me get the phone /// phone plan I asked for./...,. , how did it get this far? how do they not contact you or cancel your phone sooner than the 6 months? And why was this sent ? to cover their tracks.
Your Auto Payment was not scheduled for [redacted]188)
My Account 2/15/14
To: [redacted]@hotmail.com
Picture of My Account
From: [redacted]@USCellular.com You moved this message to its current location.
Sent: Sat 2/15/XX X:XX PM
To: [redacted]@hotmail.com
Be careful! This sender failed our fraud detection checks.

This message is to notify you that your latest U.S. Cellular(r) bill exceeds the maximum payment amount set in your preferences and will not be processed. Please visit uscellular.com/myaccount to pay online or to change your maximum payment amount setting.
We appreciate your prompt attention to this matter.
If you have any questions regarding your account, please contact us.
Final Business Response /* (4000, 20, 2014/03/01) */
March 1, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: [redacted]
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 Mr. [redacted]'s rebuttal complaint regarding the balance due on his account and the life line price plan. Mr. [redacted] states that the second line on his account is a feature phone and that he requested to have one phone canceled. Mr. [redacted] says that the phone that should be canceled has not been used for over 6 months. Mr. [redacted] feels that U.S. Cellular should have notified him that his payments were not being made and should not have waited 6 months to let him know that he had a balance due. Mr. [redacted] feels that we have not met his needs and is requesting that we take a closer look at his records.
I certainly understand the confusion and frustration that has been caused by this situation. I regret to hear that Mr. [redacted] feels that we have not thoroughly reviewed his information to assist him. I will be [redacted] to review Mr. [redacted]'s account to further address his concerns.
I have reviewed Mr. [redacted]'s account and I noticed Mr. [redacted] contacted our Customer Service Department on June 17, 2013 and placed line ending in [redacted] on a short term suspend. Mr. [redacted] was advised that the short term suspension would last for 60 days. We also sent a letter to Mr. [redacted] to confirm the short term suspension. The short term suspension ended on August 17, 2013 and the line [redacted] was restored. Another letter was sent to Mr. [redacted] to notify him that the service was restored. Mr. [redacted] contacted our Financial Services Department on September 3, 2014 and was advised that the account balanced was $172.00. Mr. [redacted] made a payment on September 4, 2014 in the amount of $172.00. The next interaction we had with Mr. [redacted] occurred on December 9, 2013, in which Mr. [redacted] inquired about his lifeline discount and wanted to know about canceling a line. Our Customer Service Department transferred Mr. [redacted] to our Customer Relation Department and Mr. [redacted] was advised of the process of a Change of Ownership to his father's account to lower his monthly service charges. Mr. [redacted] ended the call with our Customer Relations Department and no changes were made.
Ms.[redacted] in October 2013, U.S. Cellular sent emails to notify our customers that were enrolled in the auto pay feature, that the auto pay feature was being disabled due to the billing delay issues that we were experiencing. U.S. Cellular disabled the auto pay feature because we did not want to overcharge our customers and cause additional inconveniences. The email stated that customers can choose to manually make payments on their accounts or allow the auto pay to deduct the full balance due on the account, after the feature was restored. The auto pay feature was restored in December 2013. U.S. Cellular also sent email notifications to all customers enrolled in the auto pay feature, stating that the auto pay feature would be resumed and would start processing on the next billing statement to produce.
Mr. [redacted]'s service was active during the whole time that we were experiencing trouble with our billing delays. Mr. [redacted] has not made a payment to his account since September 4, 2013. Mr. [redacted] received the email letting him know that we were unable to process his payment for the balance due on the account, since he has a payout limit setup. Mr. [redacted]'s service has been suspended for non-pay. As mentioned in our previous responses, we are unable to process any price plan changes on the account until the account is restored. If Mr. [redacted] would like to make a payment to his account, he [redacted] contact our Financial Services Department by dialing XXX-XXX-XXXX from any phone. I truly hope this information is helpful and I sincerely apologize for any confusion that [redacted] have been caused.
Mr.[redacted] I greatly appreciate your time and the opportunity to assist with Mr. [redacted]'s concerns. 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 Business Response /* (1000, 10, 2014/08/11) */
August 11, 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 Mr. [redacted]'s complaint which consists of his experience with past billing and discounts. I will be [redacted] to investigate his account and can provide the following information.
I definitely understand Mr. [redacted]'s frustration that has been caused by various billing information that was given. This information has resulted in his dissatisfaction and ultimate cancellation of 2 lines.
I do see that Mr. [redacted] spoke to our Customer Relations Department on August 3rd. At that time we recognized that our system could not offer multiple discounts as Mr. [redacted] was originally informed. He was offered a 30% discount plus 2 free gb of data and a credit for 1/2 of the billed amount for the month for his inconvenience and in an effort to retain his business. Mr. [redacted] declined the offer. On August 4th, we spoke with Holly [redacted] who requested cancellation of 2 lines. We advised her of the approximate $220.00 per line early termination fee that would be incurred due to the contracts from the new phones that were purchased in October 2013. Mr. [redacted] states in his complaint that we would not let him out of full termination fees. I would suggest that the full termination fee that is incurred on new lines is $350.00 per line. This fee is reduced each month as the equipment charges are recouped over time which resulted in the approximate quote of $220.00. In addition, Holly stated that she understood that multiple discounts cannot be applied to accounts.
Ms.[redacted], both lines that cancelled received new equipment less than 10 months ago. We ask for a 2 year commitment when phones are purchased at a discounted price as was the case with Mr. [redacted]. This commitment is done to help defray the cost of the equipment that we have to pay to the manufacturers. When this commitment is shortened such as in the case of cancellation, and the customers are keeping the equipment, the early termination fees recover the remaining cost of the phones. For this reason, we unfortunately, cannot accommodate Mr. [redacted]'s request to refund any cancellation fees.
I do regret that we are unable to stack multiple discounts for our customers. As Mr. [redacted] discovered, when we try to put more than one discount on an account, the billing system will discover this as an error and remove the lowest of the discounts in subsequent months.
I fully regret that Mr. [redacted] has decided to cancel two of his lines as a result. We truly hope that Mr. [redacted] will decide to allow us to earn his business and we can once again add the lines to his account. Mr. [redacted] does inquire if his parents can assume responsibility for the account. This change of responsibility can easily be done at no charge at any of our retail locations. It would require both the current owner and new owner to provide a valid photo ID. Again, there would be no charge incurred to the account for this change.
I want to take this opportunity to apologize to Mr. [redacted] for the time he has spent and inconvenience caused in his efforts for resolution. We are available by email on our website with account concerns or if Mr. [redacted] has an urgent need for assistance; our retail stores are always available to assist our customers as well.
I want to thank Mr. [redacted] for his business with us. If he has any additional concerns we can be reached through our Customer Service Department at X-XXX-XXX-XXXX.
Sincerely
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2015/10/14) */
October 14, 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
Greetings:
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint, wherein she suggests that she has been unfairly charged about $299.40 for the Tone Room Deluxe service since 2011. She is not satisfied with the credits offered thus far. Ms. [redacted] desires a refund by check of the full amount that she believes she was charged for this service.
I completely understand Ms. [redacted]'s frustration with this situation, I empathize with her position, and I welcome the opportunity to resolve this issue for her.
The Tone Room Deluxe service is priced at $4.99 per month, charged to the customer's bill. In order to activate Tone Room Deluxe, the customer must purchase a subscription on a Tone Room Deluxe capable phone, only after accepting the terms and conditions. This deliberate, step-by-step process makes it highly improbable that the Tone Room Deluxe service was activated unintentionally.
Ms. [redacted] has been subscribed to Tone Room Deluxe since January 7, 2011. The $4.99 charge has appeared on all of Ms. [redacted]'s monthly bills since then; however, according to the records on her account, this issue was first raised to our attention by Ms. [redacted] on October 9, 2015. Although we deeply regret the circumstances resulting in these unwanted charges, I must emphasize that the customer is primarily responsible for reviewing the bill, and bringing any issues or discrepancies to our attention in a timely manner. Because this was not done, we cannot grant Ms. [redacted]'s request for a full refund of all of the Tone Room Deluxe charges since it was first activated in 2011. Nevertheless, we can help Ms. [redacted] with the charges, to some extent.
On November 27, 2013, Ms. [redacted] switched to a new phone that is incompatible with Tone Room Deluxe. At this point, it would have been very helpful if we had informed Ms. [redacted] of this complication, and recommended that she cancel her subscription. Since we neglected to do so, I have applied a courtesy credit for the subscription charges going back to that date. The total credit was $119.05, which reduced the account balance to $65.30.
It has been my pleasure to address this issue for Ms. [redacted]. Should she have additional questions or concerns, Ms. [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular