US Cellular

Initial Business Response /* (1000, 5, 2015/02/06) */
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
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account.
Mrs. [redacted] has expressed concerns regarding her price plan and charges on her bill. She is concerned that she is being billed for picture messaging at $.25 per picture message and expressed her understanding that her package included unlimited text & picture messaging.
I will be more than [redacted] to assist with Mrs. [redacted]'s concerns. We strive for our customers to have the best experience possible, and I can certainly understand the concern when viewing a higher bill than expected.
I was able to contact Mrs.[redacted] to discuss her current price plan. Mrs. [redacted]'s plan currently includes 1000 national minutes for $69.99. She is also paying 30.00 for her internet package for her smartphone device, and she has a 250 text messaging package for 4.95 per month. Her current text package does not include picture messaging. There is charge of $.25 per picture message sent under the current package with free incoming. The plan we currently have her on is a retired plan that had different packaging and offerings than our current plans as the industry's customer needs were much different when we activated her current plan than those of today. After discussing the situation further with Mrs. [redacted], she advised me that a U.S. Cellular(r) representative had advised her that she had the unlimited messaging. I recognized that this is where the misunderstanding began.
While speaking with Mrs. [redacted] we discussed the current charges and I further explained the limitations of her current plan and the benefits and differences in our new price plans. We discussed alternative options to provide her the services she currently needs to avoid these unexpected charges moving forward. Also, due to the confusion in her price plan, we were able to compromise on the charges on the account to provide her with a quality resolution.
I hope we were able to resolve the issues to the satisfaction and quality of service that Mrs. [redacted] expects and deserves.
Should Mrs. [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, 2015/10/14) */
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

January 2, 2017

New Roman"> 
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
[redacted]
Chicago, IL 60611
                                       
Re: Complaint Number: #[redacted]
Customer’s Name:  [redacted]
U.S. Cellular Account Number:  [redacted]
 
Thank you for contacting U.S. Cellular® in reference to the above account. We are in receipt of Mr. [redacted] complaint stating he was to receive a credit for our Refer-a-Friend Promo, but it was never placed on his account.
 
I do understand Mr. [redacted] disappointment and will be happy to review the account and the promotion in question. We have reviewed Mr. [redacted] complaint that he was referred by a friend and he has had issues receiving his end of the promotion. However, our Refer-a-Friend promotion is not issued by way of a credit to the account it is a U.S. Cellular closed loop promotional card sent via mail. This promotion is started and completed on line. The customer that is referring the friend is required to complete information through our website before the referred friend becomes a customer. I do apologize if there was confusion in store as this promotion is not processed by the sales representative completing any forms for the customer. Sometimes if the customer is having difficulty a representative my try to assist the customer, however all requirements of the promotions are the responsibility of the customer. I can offer a link https://referafriend.uscellular.com for additional information and restrictions on the promotion to assist Mr. [redacted] further.
 
In review of Mr. [redacted] current account, I see it was originally the Pre-paid $35.00 plan including 500MB High Speed Data w/ Data Throttling that was chosen and paid for, it was changed to the $45.00 2GB High Speed Data w/ Data Throttling which increased the cost $10.00 which caused an additional payment to be made by Mr. [redacted]. The Pre-Paid Simple Connect Plans come in different sizes depending on the amount of High Speed Data you need. They are all unlimited data, however as an industry standard it is not unlimited High Speed Data; as all of our signage, website, and other forms of media clearly state. Due to the confusion with starting Mr. [redacted] device U.S. Cellular gave him a courtesy credit of $8.00 on his account. On November 19, 2016, Mr. [redacted] called into our Customer Service Department regarding his data being throttled. He was advised how his plan worked and he was unhappy with the data situation and requested to speak to a Supervisor. Mr. [redacted] spoke to our Escalation Department and in an attempt to appease Mr. [redacted] we offered to move him to the larger Prepaid: Simple Connect $60 - Unlimited Talk Text and 5GB High Speed Data Plan. By making this change before the anniversary date for his payment renewal, we placed a credit on the account of $60.00.  This allowed the new larger data plan to start and gave the customer 7 days of free service valued at $14.00.
 
On December 12, 2016 Mr. [redacted] called in regarding the Refer-a-Friend promotion in question. Mr. [redacted] requested a Supervisor and again spoke to our Escalation Department where he was advised the promotion did not include Pre-paid accounts. As a courtesy due to the perceived service failure we offered Mr. [redacted] a credit of $25.00 and placed it on his account. Mr. [redacted] accepted that resolution. On December 17, 2016 Mr. [redacted] called in and advised the Customer Service Representative he was promised $50.00, the representative advised the customer the notes reflected he had been offered and given a $25.00 credit. Mr. [redacted] again requested to speak to a Supervisor and was connected to our Escalation Department. We advised Mr. [redacted] again of what the notes reflected and advised not all calls are recorded, but if we could locate the call we would call him back. The only reason Mr. [redacted] was switched to different associates was because he continued to request a Supervisor.
 
Mr. [redacted] states as a resolution for this issue he would like a credit of $25.00. Of course we never want our customers to be disappointed in our service. However we feel we have compensated Mr. [redacted] account over and above for a promotion he did not qualify for. I apologize at this time we are unable to provide Mr. [redacted] with any additional courtesy credits over the 7 days free service and the $38.00 in account credits.
 
Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at [redacted].
 
Sincerely,
[redacted].
 
Customer Service Support Team
U.S. Cellular®

Initial Business Response /* (1000, 10, 2014/03/14) */
March 14, 2014
Revdex.com of Chicago
Attention: Ms. [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s correspondence regarding the service issues she experienced over the weekend. Ms. [redacted] states in her correspondence that she spent five hours on the phone with our Customer Service Department, and that her calls were disconnected. She continues to state that she was experiencing dropped calls, and no service. She also stated that people were reporting that they called her; however she had no missed calls. Ms. [redacted] was stating that Customer Service was reporting no tower outages. Ms. [redacted] is requesting that U.S. Cellular find a better system when customers have issues. She states that the current system is not acceptable. She also states that U.S. Cellular needs to notify her about these issues.
Ms. [redacted] I truly apologize for the frustrations Ms. [redacted] experienced due to the issued described above. I know that staying connected to family and friends is important. I am [redacted] to review her request to address her concerns.
Our records reflect that Ms. [redacted] contacted our Customer Service Department March 11, 2014 regarding no calls, and dropped calls. At that time, she stated that she had been having difficulties in her area since Saturday. We attempted to complete troubleshooting steps, and after those steps transferred her call to our Technical Support Department. We spoke to Ms. [redacted] later that evening, and connected her with our Technical Support Department due to the difficulties she was experiencing. On March 13, 2014 we attempted to contact Ms. [redacted] regarding the service issues she was experiencing. We were unable to reach her, and left a voice mail message.
Ms. [redacted] please let Ms. [redacted] know that I do understand that frustrations she experienced when trying to use her phone. I have checked our system, and did find that several towers in her area were experiencing difficulties. These issues were corrected on March 12, 2014. I show that Ms. [redacted] has been able to use her phone since these issues have been corrected. However as a courtesy I have issued an adjustment of $25.00 to Ms. [redacted]'s account. The adjustment will give Ms. [redacted] a new balance on her account of $160.43 that was due on March 13, 2014.
In her correspondence Ms. [redacted] asked for better notification that there is a service issue. I regret that the only way we can determine there is an error is through our customers. I will forward Ms. [redacted]'s feedback to our management staff to determine if a better system can be put into place. I hope this information is helpful, and I again apologize for the frustrations this issue has caused Ms. [redacted].
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

January 18, 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:  Jennifer L. [redacted]
U.S. Cellular Account Number:  Not Provided

Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Ms. [redacted] correspondence in which she states she purchased a new phone, two tablets, a case with rewards points, and added a data blockage so she couldn’t go over her data.  Her bill is over $1000 and she was denied arrangements because of a broken payment arrangement.  Ms. [redacted] would like for her services to be turned back on and she does not want to be charged for her tablets. 

We are truly sorry for any frustration this situation has caused.  Ms. [redacted] states her rewards points should have covered the case she purchased.  U.S. Cellular began to phase out our rewards program in early 2015 and ended our rewards points program on September 1st, 2015.  Rewards points were not available to Ms. [redacted] in November to purchase a case.

Please know it is never our intention to hide any charges or activation fees from a customer.  Our activation fees are printed on each service agreement that must be signed.  In regards to our data blocking service, we offer data usage controls that will prevent new data sessions once a specified limit has reached our system.  We will not interrupt a customer in the middle of a data session so there is the possibility of overage.  The usage controls are intended to minimize overage, not completely prevent it. 

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,
Amy C.
Customer Resolution Support
U.S. Cellular®

I had US Cellular service for my cell phone while I was in high school back in early 2000s. I cancelled my account in 2004, and moved out of the state in January of 2006. I received a phone call in late 2012 threatening to be sued for an account that was opened in October of 2006 and held until 2008. I explained to US Cellular that it was not my account and that I had moved out of state. In 2012 I enlisted in the Army. The representative that I spoke to in 2012 told me that they had found the account to be a fraudulent account and that it was being taken care of. It was removed from my credit report, and I never heard another thing about it up until now. I received a phone call with the threat of a tax garnish and an expensive court process if I did not pay over $1,500 to pay off the account that was in collections. When I explained that this account had been closed and written as a fraudulent account, there was not record of it. So now, almost 10 years after the fraudulent account was opened, I am being threatened with court and a tax garnish. That statute of limitations in the state of North Carolina is 3 years. Nobody has been able to explain to me how I am being threatened almost 10 years later. I have tried multiple times to get in contact with the US Cellular legal department, and the corporate customer service. Nobody is answering my calls and nobody is returning my messages. I even sent an email to the customer service and have not heard anything back. This company used to be really good. Now, not so much. This is the most disappointing customer service I have ever seen in my life. Being on active duty takes me lots of places, and it's sad that I am threatened more by a company from 10 years ago than I am of war.

I have never had more trouble with a cell phone plan or any kind of service in my life. I am paying 200$ a month sometimes more for ONE CELLPHONE PLAN. That is ridiculous and more than my car payment. I also NEVER have signal. I'm in the middle of town right now writing this and I have 2 bars. My phone also dies when it gets to 30% it just shuts off. I'm locked I. A contact for another year and cannot afford this crap. I pay way too much money for the worst service of my life. I've called and talked to customer service repeatedly and ask them why my bill is so high. I was quoted a bill of 119 a month and it's NEVER been below 160. Ever. All I was told is they weren't sure where the charges came from they apologized and said there was nothing they could do. I called bawling because I need my phone for work and couldn't pay my 300 bill and I was told there's nothing they could do and they couldn't tell me why it was so much. I'm so disappointed and I feel trapped in this contract and I'm getting cheated. I don't understand how a business can treat people this way and sleep at night. I'm telling everyone I know and I know a lot of people, to steer clear of us cellular. $200 for one person and one phone line is just sad who do you people think you are. Racking in your millions while I can't pay my bills or put gas in my car to make it to my minimum wage job so I can work 40 hrs to pay for one phone. You should be ashamed.

Initial Business Response /* (1000, 10, 2014/05/21) */
[redacted] 21, 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. We are in receipt of Ms. [redacted] complaint regarding a double bill received causing her bill to be over $800.00. I understand that getting an accurate bill is a high priority, especially when managing your finances, I'd be more than [redacted] to review the account information for a resolution.
In review of the account, I see that Ms. [redacted] service was suspended for non-payment on April 11th. The bills are sent to Ms. [redacted] billing address in paper format. The bill for $375.34 was mailed on March 14th to be paid by April 3rd, because the payment was not received by this date the account was suspended. On April 11th, Ms. [redacted] talked to a Financial Services representative that was able to restore the account by taking a payment for $100.00 and extending the $275.34 to April 25th. We always encourage our customers to setup a payment plan in the event that they are unable to pay by the due date to avoid interruption of service as well as restore from suspend fees. In Ms. [redacted] case, I see that we have agreed to waive the fees as a one-time courtesy totaling $134.40 in credits.
As far as Ms. [redacted] being double billed is no billing error, it is in conjunction with the suspension on the account. When the April bill was due to generate the account was in a suspension status causing her to only be billed for one day of usage, from April 10th through the 11th. We are unable to bill for the full month because she did not have service active at the moment and we do not know how long the service would remain suspended; so when the [redacted] bill printed, we continued the charges from the date of restoration plus her regular month in advance. Since Ms. [redacted] was suspended for only a few hours on the 11th, the [redacted] bill is basically for a full two months of service.
After the adjustments have been made Ms. [redacted] corrected balance is $694.57 due by June 4th. Should she need additional time, she [redacted] contact our Financial Services department at XXX-XXX-XXXX so we can work out an arrangement. If Ms. [redacted] has additional questions regarding this correspondence, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

I was a U.S. Cellular customer for around 4 years. I have had overwhelmingly negative experiences in dealing with customer service representatives there. I was using a cheap prepaid phone plan--being a college student, it was what I could afford. I decided to sign up for automatic billing, so that I would not have to worry each month about my bill getting paid. When I signed up, I got billed twice--once was the authorized charge that I paid in-store, and I also got billed by their automatic system, which was supposed to start the next month. This second charge caused an overdraft in my meager checking account.
When I went back to the store and waited the requisite 45-60 minutes to be able to talk to a representative and explain my problem, three or four separate employees that I talked to explained to me that even though I was charged incorrectly, it was against policy to refund the money to me. Also, due to some unforeseen charge, the balance in my account would not be enough for the next whole month of service. As they are weird about amounts that you can add to your account, I would always have a positive balance, through no fault of my own--not to mention that I needed the money for other life-sustaining things! Long story short, I had to call my bank to find out what information I would need to write a letter detailing this fraudulent, unauthorized charge. Only when I called back to the store detailing my plan of action did they agree to refund my money. While I have no doubt that their employees were merely following this dubious company policy, it would have been nice to not be treated as a nuisance for merely demanding fair business practices.
The sad thing is, I stayed with the company, tried again to use their automated billing system, and the very same thing happened to me again, even though I was assured it would not happen. Very disappointing.

On April 24, 2016, I was going to be late with my payment if I sent a check, so I called US Cellular to pay it over the phone. I had my checkbook in front of me and read the routing number and bank account number from it. I thought a number was read back to me incorrectly, so I corrected it and whoever I talked to indicated they had it. I have a confirmation number. This month, my bill was reflecting last month's charge as a late charge. When I called to say I believed a mistake was made, I was told that my bank wouldn't pay because they were given an incorrect number. THIS WAS BECAUSE OF A US CELLULAR EMPLOYEE'S ERROR....NOT MINE. Today I was told I could not pay in full by giving my bank's routing number and checking account number.....it would have to be on my debit card "to be sure the funds were there." And if that erroneous "late charge" weren't paid in full, it could result in my service being shut off. I DON'T LIKE TO PAY WITH CARDS. I HAVE BEEN A CUSTOMER FOR A VERY LONG TIME, HAVE ALWAYS PAID MY BILLS, AND WAS MADE TO FEEL LIKE A DEADBEAT TODAY. I was not allowed to know the incorrect number that was apparently given to my bank so that I could discuss it with the bank, nor could I talk to whoever I talked to at US Cell that last time. It was either my debit card number or nothing. I'll be sending a check for the full amount in today's mail. If my service is discontinued before this is all processed, of course, I'll be going to another carrier. Until today, I have always been satisfied with US Cell.....but today has definitely left a bad taste in my mouth!! I believe there should be enough courtesy to allow a customer to talk to whoever made the error on their account, or to be able to resolve what incorrect number was entered so that it could be made clear that it must have sounded similar over the phone and the "late charge" should have been corrected so that a payment in full could have been made from my checking account over the phone so that everything was taken care of without the threat of discontinued service.

Initial Business Response /* (1000, 10, 2014/04/30) */
April 30, 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 have received Ms. [redacted]'s complaint. Ms. [redacted] stated she purchased a LG Wine III in January 2014. The phone stopped working when she left the 48 state area. When she tried to return the phone, she was informed that the return policy is only up to 15 days when she was told the return policy is up to 30 days. Ms. [redacted] then switched her mobile number to her previous device, and asked to have the contract voided since her device was not working. She was informed the contract will not be voided. She stated when she attempted to have the device fixed, she was informed this is not possible because she is disputing the payment for the phone with her credit card provider. A $20 fee has been added to bill for a return charge. Ms. [redacted] would like a refund for both the LG Wine III for $162.38 and the return fee for $20. She will return the LG Wine III so that her contract can be voided.
I am sorry to hear that Ms. [redacted]'s phone did not work when she went on vacation. We understand how important it is to have access to a working device in all possible locations. I appreciate the opportunity to address this complaint and I will be more than [redacted] to provide information that [redacted] be helpful.
Our records show Ms. [redacted] paid $162.35 for a LG Wine III on January 16, 2014. We did not have any interactions with her until March 13, 2014 where we received an email requesting an address change. Three days later on March 16, 2014 I see Ms. [redacted] switched her number back to her previous device which took place in a retail store. I see Ms. [redacted] had an interaction with the same retail associate on both March 24th and the 25th but unfortunately I cannot see the details of the conversation our associate had with Ms. [redacted].
On April 3, 2014 our Payment Control Department noted the account with the following information: "Cardholder disputed the payment of $162.35 made on January 16, 2014 for the LG Wine III with credit card provider. A credit of $162.35 was issued to the credit card account for this payment and a $20 returned fee was charged to the U.S. Cellular account".
The next day on April 4, 2014 an authorized user spoke with one of our retail associates about the power issues with the LG Wine III. The authorized user requested the manager of that location to check if it is possible to have the early termination fee waived and the two year contract voided. The authorized user was informed the manager was not on site at that moment, and the authorized user stated they will call our Customer Service Department about this matter.
On April 8, 2014 we responded to an email Ms. [redacted] sent our Customer Resolution Support Department. She explained the device is defective by powering off at random moments, and she has to remove the battery to turn it back on. She also mentioned that she has been trying to return the phone for three weeks. She mentioned that she is disputing the payment for the phone with her credit card provider, and she has activated her previous device. Finally she stated that she feels that if the LG Wine III is not active and not working, the two year contract should be null and void. We informed Ms. [redacted] about our 15 return policy which switched from 30 days to 15 days on June 1, 2012. Next, we informed her about our troubleshooting process and of LG's one year manufacturer warranty policy if the phone is found to be defective without any kind of physical damage. Finally we explained that the two year contract cannot be waived because we sold the phone at a discounted price instead of the full retail price. The two year contract is required to receive the device at a discount.
Ms. [redacted] replied to this email expressing her dissatisfaction that we are unable to remove the two year contract for a device that she cannot use. In our response we explained the manufacturer warranty policy, and what steps she needs to take to get the phone repaired. We also made it clear that this process can only be taken if there is no damage to the device.
On April 25, 2014 Ms. [redacted] called to speak with our Financial Services Department about the bill. Our Customer Service Associate explained that the $182.35 that is past due is the charged for the device that was backed out and the $20 return fee. At this time, there is still a past due balance of $182.35
I would like to inform Ms. [redacted] that we have already processed a refund of $162.35 on April 2, 2014 because she disputed the charge with her credit card provider. Therefore the charge of $162.35 and the return fee of $20 are valid charges. The $20 return fee is applicable because U.S. Cellular must cover this fee whenever a customer's payment is backed out for a disputed charge that is reversed or a dishonored check. We will not be able to accept a return for the LG Wine III because Ms. [redacted] is outside of her 15 days to return the device. Her warranty on the LG Wine III is valid for one year from January 16, 2014. Once our retail associates have determined there has not been any damage to the device, we will send the device to the manufacturer (LG). The defect will either be fixed or the device will be replaced. Since Ms. [redacted] is unable to return the device, we want to assist her in getting the device she initially paid for fixed. I hope she understands the options available to her. Have a wonderful day.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried to go into the store before March 13th, but I am sorry that I didn\'t keep better notes regarding this issue. I have been a loyal customer and have always been treated great, I didn\'t think there was a need to keep track of every time I stepped foot into the store, what time I was there and who I spoke with.
I left on vacation for the entire month of February and returned to the country on March 8th. I expected that with a new phone and contract, that I didn\'t need to worry about issues like these. If I had expected or known this would happen, I would have waited until I returned from vacation.
Before I even disputed the charge of the phone, I took the phone back to the store and let them know there was an issue. The service department would not even look at the phone. They said in order for them to look at the phone, they would have to submit a work order, send me a phone via Fedex and once I received that phone, I could bring my phone back in, switch the service over to the phone I received via Fedex, then they could send my phone to be looked at, not that it would be fixed.
I\'m still a very unhappy customer! They are willing to do whatever they can to get NEW customers but they are unwilling to help with any loyal customers. As far as I am concerned, this is still a valid issue. They had many chances to fix the problem before it got to this point. It takes going to a government agency to get them to do anything. That is very poor customer service.

Final Business Response /* (4000, 18, 2014/05/08) */
[redacted] 8, 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(r) in reference to the above account. We are in receipt of Ms. [redacted]'s reply. Ms. [redacted] stated that she should not have had to go through the Revdex.com to get her phone fixed. She also stated that numerous chances were given to resolve this matter. Because this has been going on for 3 1/2 months, she has decided to choose another cellular service provider. Ms. [redacted] states that she has been a loyal customer for over 20 years and many of her family are customers as well. Ms. [redacted] says that she hopes that U.S. Cellular(r) concerns itself with their existing customer and not just trying to get new customers. In regards to her phone that was not working, she stated that the new cell phone carrier sent the device to the manufacturer for repair.
Ms. [redacted] I understand Ms. [redacted]'s frustration regarding the steps she has taken to get this matter resolved. I am very sorry to learn that we were not able to resolve this matter in a suitable timeframe and as such have lost Ms. [redacted] as a loyal customer.
I apologize that we were not able to give Ms. [redacted] the exact outcome that she expected. However, we do want Ms. [redacted] to know that we truly appreciated her business over the years. 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(r)
Final Consumer Response /* (4200, 16, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I should not have to go through this much stuff and through the Revdex.com to get my phone fixed. They have had numerous chances to fix this. Since this has been an going issue for 3-1/2 months, we have decided to go with another cellular service. US Cellular will no longer be receiving my service as well as the other 20 plus phone lines that will be canceled due to this issue. I have been a loyal customer for over 20 years and all of my family in 3 other states around the midwest as well. I hope they see this and start worrying about their existing customer, not just trying to get new customers. As far as my phone getting fixed. I realize it is locked by US Cellular, but our new cell phone carrier was kind enough to send it in after talking to their customer service department and explaining to them what has happened. It doesn't cost anything to them as it would not have for US Cellular either as they send numerous phones back to the manufacturer. Once we get our phone back we can donate to it to worthy cause for another person to use if they choose with US Cellular.

Initial Business Response /* (1000, 10, 2015/01/16) */
January 16, 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. I am in receipt of Ms. [redacted]'s complaint, I understand that she is frustrated regarding her experience with porting in her [redacted] number to U.S. Cellular, and that she would like a credit for the two weeks when she was having to carry two phones due to the porting delays.
Ms.[redacted] I am extremely sorry for the experience Ms. [redacted] had in starting her service with us. I have reviewed her account and it does appear, for whatever reason, that [redacted] was reluctant to allow the port to be completed. This is very unusual as most ports are complete within a few hours, usually 24 hours is the maximum it would take to process. Ms. [redacted]'s did take over two weeks. We share in her frustration, when a valid port request is presented to another carrier, as it was for Ms. [redacted], the other carrier is supposed to release the number in a timely fashion. This did not happen. We apologize for the inconvenience this caused.
As a result, I have credited Ms. [redacted] for 1/2 month worth of service. Even though we were not preventing the request from completing, I feel that is fair due to the experience Ms. [redacted] had. I do show that the port did finalize on January 15th, so this problem should now be resolved. I also show that Ms. [redacted] called and spoke with us earlier today, January 16th, and we advised her of this. If she encounters any further problems, we ask that she call us immediately so that we can fix any issues. The credit I have issued totals $48.82 after tax, which is 1/2 of her $90 monthly cost. Her current balance is now $118.49, which is due on January 26th.
Ms.[redacted] I am quite concerned that Ms. [redacted] states that [redacted] is saying they will not cancel her service until January 28th. As part of the porting process, service should be cancelled as soon as the port completes. I would suggest that Ms. [redacted] pursues that matter further with [redacted], as they would in essence be billing her for service they will not be able to provide.
Again, my apologies for Ms. [redacted]'s poor experience, we hope that she will be quite satisfied with the service going forward. If she has any further questions or concerns, she [redacted] call us at 611 from her U.S. Cellular phone or at (XXX) XXX-XXXX from any other phone.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/03/19) */
March 19, 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 [redacted]:
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint in which she stated that she had cancelled her account in order to lower her bills. Ms. [redacted] explained that she was paid up through March 15th, 2014 at the time she cancelled on March 4th, 2014 and she is unhappy with time frame in which she will receive her refund the days she did not have service. Ms. [redacted] advised that we know the usage and can see there are not overages and feels we are blatantly making it difficult for her to receive her refund.
Ms.[redacted], we are very disappointed to see that we have lost Ms. [redacted] as a customer. We truly appreciated the time that she spent as a US Cellular Customer and I am even more disappointed in hearing that Ms. [redacted] is leaving the company with a complaint. Ms.[redacted] we apologize for any confusion Ms. [redacted] has had regarding the refund process and I would be [redacted] to provide her with additional information that she [redacted] find helpful.
Ms.[redacted], in review of Ms. [redacted]'s account I see that her bill cycle runs from the 16th of one month until the 15th of the next. Along with Ms. [redacted] there are a large number of other customers in her area that also have bill cycles that run from the 16th of one month until the 15th of the next month. When the bills are calculated this is done in large batches. This would mean that even in situations where a customer would cancel the service for an account that individual bill is not pulled and calculated that day but would still be done at the end of the cycle. This also allows for any delayed billing to be reported. Delayed billing is due to delayed reporting by other carriers, some wireless usage including voice, texting, international and data used while outside a USCC market [redacted] be billed in months subsequent to Customer's actual usage. For these reasons Ms.[redacted], on the date that Ms. [redacted] cancelled, we actually did not know is she would have a final credit or if there would be overages or additional charges. In addition to this, when a customer pays by check or credit card a refund process for any reason would not begin until twenty days after the payment is made. This allows for us to assure that funds have cleared both the customer's financial institution and the merchant bank.
Ms.[redacted], we are not withholding Ms. [redacted]'s money or trying to make this process difficult. It is never our intention to make any business dealing with US Cellular feel like a hassle. Generally speaking, when any account is closed and a credit is remaining on the account, this credit is distributed back to the customer in the same way of the last payment after 60 days (or two billing cycles) have passed. This balance is held in order to cover any delayed charges that [redacted] be reported into the account. When Ms. [redacted] receives her Revised Final Statement showing a credit balance we ask that she please contact our Financial Services Department at X-XXX-XXX-XXXX to request the refund.
Sincerely,
[redacted] J.
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 17, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now 6 business days since the 16th (stated printing day of new bill) from my original response from them and I am still unable to see the final bill online. I have paperless billing. I was told I would be able to see it and then know if a credit is stated. Also, my account has never had any overages as we had 1500 minutes that were never used anywhere near that, EACH phone had unlimited texting and 5 gig each of data which we never got to 4 gigs on. If I do not have access to the bill this week I will be contacting the Revdex.com again. However, as far as US cellular is concerned, I will be making it my goal to get people to switch carriers and am going to start a blog to get the word out about how bad a company they have become.
I am to get a credit of $94.19 (I would have attached a screenshot of the bill with credit if it was available to do on this system). I called in and they at first told me that it [redacted] not go thru because she did not see final bill. Then she said it will take 2-3 weeks to return to the credit card that they had no problem charging immediately. You may hear from me in 2-3 weeks if I do not get it and this is total BS to have to wait when they can charge it within minutes.
Final Business Response /* (4000, 20, 2014/03/26) */
March 26, 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: 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 regarding the ability to see her statement online reflecting her credit balance. She would like to see this bill to ensure that our system does reflect this credit. She also would like to know why it takes so long to process her refund.
I'm sorry to hear about Ms. [redacted]'s concerns about U.S. Cellular and not being able to view her account online. I can ensure Ms. [redacted] that her bill does reflect a credit balance of $94.19 at this time. It [redacted] take some time to be able to view bills online, however we will be more than [redacted] to do free bill reprint for Ms. [redacted] or if she would like to see her bill quicker she [redacted] stop by one of our retail locations.
Ms. [redacted] has been a customer of ours since 2007 and as we stated in our previous correspondences we are not trying to keep her refund or make it difficult for her. Again we have repeatedly informed her of our processes and polices that is applicable for every one of our customers. I apologize for any inconvenience this has caused, however Ms. [redacted] can be sure we will refund her once her Final Bill has printed.
We respectably ask that this case be closed as of now we have addressed Ms. [redacted]'s concerns many times to the best of our ability. If she has any questions or concerns regarding her refund status she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

October 21, 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: [redacted]
U.S. Cellular Account Number*...

[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint in which she details the changes she made with service providers, the time she spent in the store to reactivate her service, the different answers she received related to keeping her old plan and waiving the ETF's, the contact she made with U.S. Cellular to remove the ETF's, payments that have not properly been applied to her account and her account being turned over to a collection agency. Ms. [redacted] requests that U.S. Cellular update her credit report, waive all ETF's and a refund of excess money owed to her within 30 days. Further, Ms. [redacted] requests that we compensate her for lost wages, late fees and interest if it takes beyond 30 days.
My name is [redacted] and I appreciate the opportunity to review Ms. [redacted] complaint. We would like to sincerely apologize to Ms. [redacted] for the frustration she has experienced. It is never our intention to cause our customers angst, especially to the point of cancelation. I hope to provide information Ms. [redacted] will find helpful.
On September 3, 2013 Ms. [redacted] upgraded both of her phones with a two-year agreement. At that time U.S. Cellular had recently undergone a complete billing system change. Unfortunately, many changes took much longer than normal during this time period and we are truly sorry the process to upgrade Ms. [redacted] phones took hours.
On January 18, 2015 one of Ms. [redacted] lines was ported to another service provider followed by the second line on January 23, 2015. Because the two-year agreement was broken, Ms. [redacted] was assessed an ETF that latter appeared on her bill dated: 2/6/15.
On February 1, 2015 Ms. [redacted] contacted our Customer Service Department to discuss the process of returning to U.S. Cellular. She was advised to visit the store to begin the process of restarting her account. During this interaction we incorrectly advised Ms. [redacted] that she would be able to keep the same retired plan, Family Premium Plus, she had prior to porting her numbers out.
On February 2, 2015 Ms. [redacted] visited our store on [redacted] and worked with our Sales Associate, [redacted] was unable to reinstate Ms. [redacted] account with the retired plan and she contacted our Customer Relations Department. [redacted] from our Customer Relations Department advised [redacted] we would be unable to reinstate the retired plan. [redacted] then spoke with Ms. [redacted] to let her know we would be unable to activate her old plan. According to our notations, [redacted] told Ms. [redacted] in order to return to U.S. Cellular she would need to activate on a new plan with a two-year agreement. Further, she would be eligible for new phones as of July 3, 2015 and she should contact U.S. Cellular once she received the billed ETF's to have them removed. Ms. [redacted] left the store with our 1GB Shared Connect Plan and two temporary numbers that were used until her numbers were ported back to U.S. Cellular. On February 4, 2015 Ms. [redacted] called our Customer Service Department to change from her temporary numbers to her ported-in numbers.
Prior to porting her numbers, Ms. [redacted] had a bill dated: 1/6/15 that showed a balance of $312.75 due 1/31/15; this included $94.72 in past due charges and $213.08 in current charges. We received a $100 payment on 1/21/15 leaving a balance of $212.75. After porting her numbers out and back in, a bill dated 2/6/15 showed a balance of $736.51 due 3/4/15; this included $212.75 in past due charges and $523.76 in current charges of which $458.60 was ETF charges. On 2/18/15 we received a payment of $100. A bill dated 3/6/15 showed a balance of $784.26 due 3/31/15; this included $636.51 in past due charges and $147.75 in current charges. We received a $100 payment on 3/19/15 and a $200 payment on 3/30/15 leaving a balance of $484.26.
We do not have any documented interactions with Ms. [redacted] between February 4th and April 6th. On April 6th Ms. [redacted] contacted our Customer Service Department about her balance. We discovered the ETF's had not yet been removed and a request was submitted to remove the ETF charges from her bill. This request was completed on April 7th when a credit of $458.60 was applied to Ms. [redacted] account. We also received a payment of $200 on April 7th leaving a credit balance of $174.34 on the account.
On April 12th, we received a port-out request for both of Ms. [redacted] numbers. We were truly saddened to see this. Also on this date, the bill dated: 4/6/15 posted and the account had a credit balance of $36.98. Two ETF's were generated on the bill dated: 5/6/15 because the two-year agreement required for the 1GB Shared Connect Plan Ms. [redacted] selected when she returned to U.S. Cellular was not fulfilled. The final balance was $493.98 due 5/31/15. There were no late fees added to this balance. We do not have any documented interactions with Ms. [redacted] beyond April 11th when she called for her account number.
On September 11th we turned over the balance of $493.98 to a collection agency. U.S. Cellular does not directly report to the credit bureaus. We require the collection agencies we work with to wait a minimum of 30 days to report unpaid balances to the credit bureaus. We want to provide our customers every opportunity to ask questions and pay off their balances before their credit is impacted.
On October 1st we received a request from the collection agency Ms. [redacted] account had been placed with to provide bill reprints and a copy of Ms. [redacted] contract. On October 14th the collection agency returned Ms. [redacted] account to U.S. Cellular because they received a cease and desist request from her.
At this time the balance owed to U.S. Cellular is $493.98. We kindly ask that Ms. [redacted] remit payment to U.S. Cellular to clear this balance. Upon Ms. [redacted] request, we would be happy to mail a copy of the two-year service agreement she signed on February 2nd that led to the ETF's that make up her balance.
We want to encourage Ms. [redacted] to make sure her payment to U.S. Cellular has posted by December 4th, 2015 at 5pm Central Time. Payments can be made over the phone, in store or via mail. We would certainly hate to see this happen, but if Ms. [redacted] is unable to remit payment her account will be turned over to an outside collection agency.
We are truly sorry for the frustration Ms. [redacted] has encountered. We want to reassure Ms. [redacted] her current balance of $493.98 is valid and all erroneous charges were removed from her account on April 7th. Should Ms. [redacted] have additional questions or want to make a payment, she may contact our Customer Service Department at [redacted] We are available daily from 6am-11pm Central Time.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

October 26th 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: [redacted]
U.S. Cellular Account Number:...

[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]s' complaint regarding a refund request.
Mr. [redacted] states that on September 18th 2015 he prepaid his account for the month of September through October. Mr. [redacted] states that this was a total payment of ($42.58). Mr. [redacted] states that on September 24th 2015 he switched service providers thereby terminating his month to month contract with U.S. Cellular. Mr. [redacted] states that U.S. Cellular is "refusing" to issue a refund for the balance on his account; for services he paid for in advance but did not use.
Mr. [redacted]s' desired resolution is receive a refund of ($30.00) Mr. [redacted] states that he has reached this amount due to the fact that he used one week of his services out of a four week month. Therefore requests a refund for the 3 weeks that went unused.
I can certainly appreciate wanting to receive a refund for services that went unused. I have thoroughly researched Mr. [redacted]s' Prepaid account.
I find that Mr. [redacted] began his Prepaid account with us on November 10th 2011. As his account was Prepaid, it did not require a contract. I regret to find that on September 24th 2015, Mr. [redacted] transferred his cellular number over to another service provider which in effect cancelled his U.S. Cellular Prepaid account. I find that on September 16th 2015 we received a payment of ($42.58) to pay for his services from that day through October 16th 2015 as he mentioned. We would like Mr. [redacted] to please understand, once a payment has been processed on a Prepaid account, the option to refund said payment simply does not exist. We genuinely apologize for any frustration or inconvenience this may have caused Mr. [redacted].
We have reviewed Mr. [redacted]s' complaint. While we are extremely sympathetic to his situation, there is no option to issue a refund. We would like to thank Mr. [redacted] for his time with us. We enjoyed having him as our customer.
Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at [redacted]
Sincerely,
[redacted] T.
Customer Resolution Support
U.S. Cellular(r)

November 19th,
2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted]Customer’s Name:  Rachel [redacted]U.S. Cellular Account
Number: ...

N/AThank you for contacting U.S. Cellular in reference to the
above complaint. We are in receipt of Ms.
[redacted] correspondence. In Ms.
[redacted] complaint, she states that US Cellular did a hard inquiry on her
credit rating on March 11th, 2014. She feels as this was not
authorized and is considered fraudulent. Ms. [redacted] further states that on
several occasions she tried to write letters and make calls to demand to have
the unauthorized fraudulent inquiry removed and the requests have been
unanswered.We have reviewed Ms.
[redacted] concerns. We can certainly understand any alarm that Ms.
Bernhardt may have had if she has a credit inquiry from U.S. Cellular show up
on her credit report and does not understand how.   Generally speaking, a credit
inquiry is only ran if a perspective customer wishes to obtain U.S. Cellular
service either in store, online, or via our Telesales department over the
phone.  If Ms. [redacted] feels that a
credit inquiry was made without her authorization, she would need to file a
dispute with the credit bureau that is supplying the information and we would
be able to follow the proper credit inquiry dispute protocol at that time.  Unfortunately due to the legality of this
type of request, it is not something that can be solved with a phone call or a
Revdex.com complaint.Please advise Ms. [redacted] of our request for her to follow the standard credit inquiry dispute and
we would love to further assist her with this request. We apologize for any inconvenience
this may have caused and look forward to receiving the credit bureau dispute so
that we may proceed in researching this matter further. Sincerely,Shannon
CCustomer
Resolution SupportU.S.
Cellular®

I have been with US Cellular for over a year. Have had a few small hiccups which support always has worked with me through.
I always find their techs friendly and easy to work with.

Initial Business Response /* (1000, 10, 2015/09/30) */
September 30, 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 complaint in which he states that when he started service with US Cellular he was told that he would have good coverage. The customer explains that his service is very degraded and he does not get 4G data at his home address on either his phone or his tablet and the data speeds toggle between 1X and 3G. Mr. [redacted] advises that he has worked with our Technical Support team but has not found resolution and does not want to continue to pay for service that he cannot use. The customer states that he only gets good service when he is in town; however, when at home the phone is always searching for service and this causes the battery to drain.
We are very sorry to know that this matter has caused Mr. [redacted] any amount of frustration. . U.S. Cellular strives to develop and maintain the best wireless network possible for our customers as well as providing service in rural and underserved areas. I appreciate the opportunity to review Mr. [redacted]'s account and provide further information.
After review of Mr. [redacted]'s account I see that on September 25th, 2015 after testing service in and around Mr. [redacted]'s home address our engineering department concluded that in places up to 50% of the signal from the nearest serving site is being blocked due to a hill with dense tree growth. A line of sight matter due to topographical conditions is not something that US Cellular can adjust within their towers. On September 25th, 2015 the customer spoke with one of our Solutions Consultants and was advised to send back his tablet and we will cancel the table line without any fees. In regards to Mr. [redacted]'s current phone (Samsung S6 Edge) he will be responsible for completing the terms of the Retail Installment Contract which is approximately $632.00. When Mr. [redacted] started service with us on February 13th, 2015 he originally had an LG G3 phone that he obtained with a Retail Installment Contract. The customer paid the remainder of this Installment Contract off on [redacted] 15th, 2015 and entered into another Retail Installment Contract for the Samsung S6 Edge.
Mr. [redacted]'s desired resolution is to return the phone and be compensated for the media that has downloaded on his tablet. The topographical conditions that are causing the line of sight signal issues at Mr. [redacted]'s home address were the same when he chose to enter into a second Retail Installment Contract and for this reason we will not waive the remaining cost owed for the Samsung S6 phone. The media that Mr. [redacted] has downloaded on his tabled can be saved to an SD Card or flash drive but the table would have to be returned in order to have the monthly service cancelled without a fee. I have added a $30.00 adjustment to Mr. [redacted]'s account to compensate for the cost of buying a 32GB SD Card or flash drive based on average pricing of these devices at popular retail stores.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

December 9, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted]Customer’s Name: [redacted]U.S. Cellular Account Number:  [redacted]Thank you...

for contacting U.S. Cellular in reference to
the above account. I am in receipt of Mr. [redacted]’s complaint. Mr. [redacted] states
that he switched to U.S. Cellular with the expectation that he would receive
$350.00 towards the payoff of his cancellation fees with the previous provider.
Mr. [redacted] states he was advised to submit his final bill with any Early
Termination Fees listed on the page that itemizes the charges. Mr. [redacted]
states that his first submission was denied stating his bill wasn’t specific
enough. Mr. [redacted] states that he was then offered an account credit, that he
accepted, and then it was never applied. Mr. [redacted] states that the second time
he submitted for the rebate he was advised it was denied because he never
submitted a device. Mr. [redacted] states that he asked several times if it was
required that he turn in his old phone and was told it wasn’t. Mr. [redacted] would
like U.S. Cellular to send him a gift card, in the amount of $350.00, as
offered during this promotion. Mr. [redacted] also requests that U.S. Cellular
contact the credit bureau to clear this up.It’s my pleasure to assist Mr. [redacted] with this
matter. I have reviewed Mr. [redacted]’s account and find that there is no
documentation that we advised Mr. [redacted] of the requirement to turn in a phone.
On October 6, 2015, we replied to Mr. [redacted]’s email with the requirements for
our Contract Payoff promotion. There was no mention of turning in a device. We have reviewed Mr. [redacted]’s complaint. I have
reached out to our Rebate department and arranged for Mr. [redacted] to receive a
prepaid debit Mastercard in the amount of $379.09 for the full cancellation fee.
Mr. [redacted] should receive the card within the next 8 weeks. In regards to Mr.
[redacted]’s request that U.S. Cellular contact the credit bureau, regretfully we
are not able to do this. I apologize for any inconvenience this may cause Mr.
[redacted]. Should Mr. [redacted] have additional questions, he may
contact our Customer Service Department at [redacted]Sincerely,[redacted]Customer Resolution SupportU.S. Cellular®

Initial Business Response /* (1000, 10, 2014/07/14) */
July 14, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint, and I would be more than [redacted] to address this matter.
In her complaint, Ms.[redacted] stated that she purchased a prepaid phone from us, as we advised her that she would receive service in her home area. When she returned home, she realized that she had no service and could not make any calls and her phone was not receiving calls. She is elderly and suffers from many physical and mental ailments and she does not have transportation of her own, so her phone is extremely important. She has two people that assist with errands and other things and she sent one of them into our retail location to try and resolve the issues she was having with her device. We were unable to assist because Ms.[redacted] had to be in-store as well. She was not able to get a new phone or a loaner device so she cancelled her services with us and was without a phone for 12 days. She needs her device for emergencies, and feels as if we made no effort to resolve her issues. This situation has caused her great mental anguish, emotional distress and financial burden. She would like to be reimbursed for the money she spent on gas to get to and from our retail locations, as well as a full refund for her services.
I truly regret to learn that Ms.[redacted] was without a working phone for over a week. I know the importance of having service at all times, especially with medical issues, and I sincerely apologize for experience Ms.[redacted] has had with us. I have reviewed her account, and I see that Ms.[redacted] established an account with us on June 30, 2014. With the address she provided us, our coverage map shows that she would receive coverage. We never establish an account if we have the knowledge that a customer resides outside of our home area, as we cannot guarantee reception on a partner carrier's towers.
On July 02, 2014 we spoke with someone regarding the customer's service issues who stated they were Ms.[redacted], but they were unable to provide the proper PIN on her account for verification, so we walked the caller through basic troubleshooting steps to increase their signal strength. Please let the customer know that we do not allow unauthorized parties to handle her account solely for the protection of her personal information. We do provide our customers with courtesy loaners in store if they have a damaged device. It is definitely not our intention to inconvenience the customer by this, and I am truly sorry if it did. Our customers have the option to add authorized users to their accounts, which basically gives the authorized party access to do most things on the account, as well as receive any account specific information. I show no authorized users added, so we were only able to discuss the account with the owner, Ms.[redacted].
On July 08, 2014 one of our supervisors spoke with an unauthorized party, we were unable to reach the customer to authorize the caller, so we gave them the number to Technical Support, and advised them to have Ms.[redacted] call in to troubleshoot.
On July 09, 2014 Ms.[redacted] cancelled her account due to reception issues. Because we know our coverage locator is not always 100% accurate, we allow a 15 day window where the customer can return their device and cancel without any fees if they are not satisfied with their services. So, on July 10, 2014 we refunded the full $70.00 that Ms.[redacted] had paid for her device as well as her month in advance of services. We are truly sorry for the inconvenience and undue stress this matter has caused the customer.
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