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US Cellular Reviews (567)

March 16, 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]
Thank you for contacting U.S. Cellular in reference to the above account. Ms. [redacted] states we are still not addressing the customer service issues as she had to fight and fight on a monthly basis because the rates would fluctuate.  She goes on to say the level of customer service she received upon attempting to cancel her account was far below what she had expected and then to receive the final bill was absolutely unacceptable.
Please allow me to say how much I truly respect the honest feedback Ms. [redacted] shared with us. Allow me to apologize for any inconvenience Ms. [redacted] experienced with our Customer Service Department throughout her time with us as well as attempting to cancel service. I want her to know that her voice is being heard! Customer satisfaction is and has always been our company’s primary goal. We, here at U.S. Cellular® take great pride in providing, not just “Good” customer service, but “World Class” customer service! It deeply saddens me to hear of anyone who feels they have received anything less. I would like to extend a heartfelt apology for all the frustration Ms. [redacted] experienced regarding this matter. In response to Ms. [redacted]’s concerns, I will be delighted to review her account to provide additional information she may find helpful. 
As I mentioned in the previous communications, Ms. [redacted] had been past due on her payments since July of 2015.  On October 10, 2015 Ms. [redacted] called in and wanted to canceled service due to her account was suspended for non-payment.  At that time we advised her of the Retail Installment fees remaining along with the contract termination fees.  Ms. [redacted] spoke to our Solutions Consultant Department and asked if she could return her phones to void any fees and we advised it would not be possible as the 15 day excellence guarantee had passed and she would be responsible for the fees involved with canceling. On that same day, we offered to change her to our 3 gigabyte Shared Data plan to save Ms. [redacted] money, in which she declined. We also offered Ms. [redacted] to pay $285.00 and we would waive $40.61 as a courtesy to keep her business.
On October 11, 2015, Ms. [redacted] visited the local store and paid her part of $285.00 and the $40.61 was waived.  At this time, she changed from the 10 gigabyte plan for $90.00 to the promotional 10 gigabyte plan for $70.00.  During the time Ms. [redacted]’s account was suspended her billing statement was in the middle of processing.  Ms. [redacted]’s billing cycle date ended on the 9th and reset on the 10th.  Due to Ms. [redacted]’s account being suspended on October 10th her October billing statement posted with a small balance of $41.56, due November 3rd with no payment received.
On November 10th Ms. [redacted]’s bill posted with service from October 11th through November 9th and current changes from November 10th through December 9th.  As you can see this bill was higher due to the previous bill not being billed out correctly. On November 19th Ms. [redacted] contacted our Customer Service Department dissatisfied with the charges. After explaining the charges and fees were correct, we offered to waive the reconnect fees of $25.00 each. At the time, Ms. [redacted] had three lines that suspended, therefore; had a total of $75.00 in fees. We offered in good faith to waive the $75.00 plus taxes to keep her service with us. Ms. [redacted] declined the offer.
Later on November 19th, Ms. [redacted] reached back out to our Social Media Team and was offered the same credit and she agreed to the credit of $85.92 and it was applied to her account.
On February 7th Ms. [redacted] called our Customer Service Department and wanted to know how much she owed for each line to cancel. We advised line -0702 was billed $168.38 and line -[redacted] for $182.02 as what was displayed on the January 10th billing statement.  In regards fro line -0273 this line suspended for nonpayment and ceased for nonpayment on January 25th.  During this interaction Ms. [redacted] changed her billing address and a bill was reset.  Ms. [redacted] also requested her [redacted] S5 be unlocked and we advised to visit the local store.
On March 5, 2016, Ms. [redacted] spoke to our Financial Department and declined a payment and is now in jeopardy of being sent to a collection agency. Ms. [redacted] also requested a bill reprint and we advised she would need to visit the local store due to her account was canceled and her address changed. At this time, Ms. [redacted] is well aware of the charges owned on her account along with the Termination fees and Retail Installment charges.
We have reviewed Ms. [redacted] complaint and although we are extremely saddened that Ms. [redacted] feels she received anything less than superior Customer Service the charges owned on her account are correct and do not require any form of credit.
In closing, should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted]

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.

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)

Initial Business Response /* (1000, 10, 2014/04/16) */
April 16th, 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: ...

[redacted]
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 her account and receiving horrible customer service through our stores or on the phone. Ms. [redacted] has several complaints; each regarding a different situation and I'd be more than happy to review the information to provide a satisfactory resolution or explanation.
Ms. [redacted] we strive to provide all of our customers with the ideal experience in all dealings with our company. I recognize that Ms. [redacted] visit to our stores did not meet these expectations and I can understand the frustration it caused. I know how frustrating it is having wait for assistance, especially when it's over an hour. We strive to keep our hold times to a minimum by hiring knowledgeable associates to limit hold times and assist our customers in a timely manner. In stores, there are going to be periods in which the peak of customer interactions are higher, and that is why we continually review the hold times and schedules to ensure we assist each customer as quickly as possible. Ms. [redacted] satisfaction is our company's highest priority and I apologize if we may have left her feeling ignored or unheard when leaving a store location. I appreciate her taking the time to provide her honest feedback. By taking the time to share her thoughts, it will help us deliver a consistent experience to our customers through our call centers and sales locations.
Regarding the data overages, I have reviewed Ms. [redacted] account history in detail to provide an explanation. On January 10, 2014 we spoke with authorized user [redacted], where he stated that he had been using his phone for you tube videos. At that time he had already used a total of 9GB of data before the cycle expired on January 21st. We helped him compare his data usage to our data calculator available through our website (uscc.com), where we were able to confirm 100% of the data usage. We also helped Mr.[redacted] change his download settings from 'High Quality on Mobile' to 'Standard'. By the end of the month Mr.[redacted] had used a total of 22GB on his line. The billing after that (usage between January 22nd through February 21st) had 9GB of usage. Ms. [redacted] plan consists of sharing 4GB of data between 2 lines monthly. During these two months they had a total of 31GB of overages converting to $465.00. Based on this information, the data usage is not in our error as Mr.[redacted] had already advised us of his data usage trends to which we educated is the cause of high data usage and also advised of ways to manage data.
Ms. [redacted] was offered a credit of $165.00 towards the overage on February 12th inside a retail location to assist in lowering the bill. She was also offered an additional credit of $219.59 on February 25th as customer retention and goodwill. At this time we also advised Ms. [redacted] to have a technician troubleshoot the phone for any technical defects. Effective March 31st, a manager at a retail location completely wiped the phone of all applications and offered an additional credit of $135.00 to help cover the remaining of the overages and applies $54.59 towards the monthly bill. The wipe out of the phone is a reflection towards the latest bill (usage between February 22nd through March 21st) as the line now only has 1GB of usage for the month. Ms. [redacted] believes that there is a defect of the phone, but this has not been verified by our technicians. I understand she has tried to send her phone out for repair but has been denied. There are no notes on the account with technical troubleshooting other than January 10th. The only reason why a phone would be denied repair is if it has physical damage that is not covered under the one year manufacturer's warranty. All new U.S. Cellular phones come with a one-year manufacturer's warranty. If the problem she is experiencing is caused by a defect with how the phone was made, the manufacturer will assist her with repairing or replacing the phone. In order to check the phone and discuss options available for solving this issue, Ms. [redacted] will need to contact our Customer Service department at the number below to speak with our Data Technical Support Department for further assistance.
Ms. [redacted] is also stating that she is being billed for an application that she does not have downloaded on the device. Per our billing records the application MobiTv was requested on December 19th, 2013 on line ending -0625. On March 31st Ms. [redacted] was in the store disputing the charge, to which she was advised to contact Customer Service for further support. She was also given a credit of $9.99 to adjust for one month of service. As of today there are no records of Ms. [redacted] contacting our Customer Service Department regarding this issue. Since we were able to verify that the application is no longer on the phone, I have submitted a request to have MobiTv manually removed from this device. Being that this is our second request to have this application manually removed it will no longer be available for future purchases on this device. I have also applied the final credit of $9.99 for the monthly charge.
As of today, Ms. [redacted] account is currently suspended for nonpayment. The requests to port out her numbers were rejected due to the account not being in a current status. We have adjusted all overages from the account as well as the additional charges for MobiTv, at this time all that is due is for services rendered to the customer and no additional adjustments will be given. Since Ms. [redacted] dispute to the Revdex.com, there has been a 2nd bill issued into a past due status. To reinstate the account to a current status she will need to pay the balance of $319.08.
Although we were unable to produce Ms. [redacted] desired resolution, it is our goal to provide the very best in customer satisfaction. I can certainly understand the importance of having one consistent bill every month and we would be happy to help create that. High or incorrect bills are a major dissatisfaction that we don't take lightly. There are options we provide to help reduce or stop data overages such as overage alerts and data caps. We would appreciate Ms. [redacted] to contact us directly so that we may resolve this matter or if she has additional questions regarding this dispute. She may contact our Customer Service Department at [redacted]. We are always here to help in any way possible.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/05/12) */
[redacted] 12, 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 her concerns.
In her complaint, Ms. [redacted] states that she purchased a Samsung Galaxy S3 and it had to be exchanged four times due to calls dropping. Ms. [redacted] stated that she had to sign a new two-year agreement to receive a new Samsung Galaxy S4 to replace the Galaxy S3. However since she has received the Galaxy S4, she has been experiencing dropped calls, the device will not charge, and randomly locks up and shuts off. Ms. [redacted] stated that we would not let her do an Advanced Exchange over the phone or let her get a different brand and she does not wish to visit the store. She also states that she now has to pay $300 to cancel because she was promised things would get better. In addition, Ms. [redacted] stated that due to the auto pay service not working for months, she had to spend 45 minutes on the phone to make her payment. Ms. [redacted] desired resolution is to get another replacement phone of a different kind or to have her cancellation fee waived.
First, I would like to offer my sincerest apologies for the inconvenience that Ms. [redacted] has experienced. I certainly understand that her time is valuable. I can only imagine the frustration she that has been caused by these issues.
Ms.[redacted] after reading about the issues Ms. [redacted] had experienced with her Samsung Galaxy S3 and recently her Samsung Galaxy S4, I certainly understand her frustration. I know how important our cell phones are to stay connected with our loved ones, and I personally have experienced the aggravation caused by a device not working properly. Samsung did recognize an issue within a specific batch of the S3's that was causing several dropped calls and degraded service. If it was determined that our customer's device was one of the defective devices, we were offering options to replace the defective device with an updated Galaxy S3 as well as alternate options. I regret that Ms. [redacted] had to endure these problems with several of the S3 devices. In regards to the problems that she has experienced with her Galaxy S4, I show that on [redacted] 8th we sent out a Galaxy S4 to replace the device that Ms. [redacted] was having issues with. We also waived the shipping costs as a courtesy. In reviewing her account, I see that she activated this device on [redacted] 10th. I hope that the replacement is working much better for Ms. [redacted]. However, if Ms. [redacted] continues to have an issue with the replacement device, we are [redacted] to go through additional troubleshooting steps with her.
Generally speaking, when there is issue with a brand new device and it is within the first 15 days of the purchase, we allow our customers to return/exchange the device. When the device is outside of the 15 day return/exchange timeframe, we offer warranty options. Every phone that is purchased, "brand new", from U.S. Cellular(r) has a 1-year manufacturer's warranty. If the phone has a mechanical issue that is not caused by damage or the user, it can be replaced through the manufacturer free of charge. This process, you have to deal directly with the manufacturer and it can take several weeks. We have an in-house process called Advance Exchange, which is where we deal with the manufacturer for our customers. Each approved replacement is $35.00 and this covers the shipping and handling from U.S. Cellular(r) and typically only takes a couple of days. The customer is sent the replacement phone before they have to send off the phone with the issue, which allows our customer to have a phone in the meantime. This is unlike the manufacturer's warranty which requires the phone to be sent in before they replace the device. Just as with the manufacturer, a completely different device is not provided as a replacement.
However, if Ms. [redacted] is interested in switching to a different device brand, we have used devices available for sale. In addition, Ms. [redacted] can also purchase used devices from third-party vendors such as [redacted], etc. Before purchasing a third-party device, we recommend verifying that the device is a U.S. Cellular(r) device as we cannot activate unlocked or other carriers devices on our network. Unfortunately, Ms. [redacted] is not eligible to upgrade to a new phone at discounted pricing so we would not be able to replace her Galaxy S4 with a different model unless she would like to purchase a new/used device.
Ms.[redacted] Ms. [redacted] also mentioned that she has had to spend additional time on the phone in order to make a payment because there have been issues with the auto pay service. I understand the convenience of being able to manage your account online and how frustrating it is when you are unable to do so. Ms.[redacted] we want Ms. [redacted] to know that the issues regarding our auto pay service have been resolved since January of this year. If Ms. [redacted] is experiencing issues setting up the auto pay service through My Account or making one-time payments online, we would ask that she contact our Customer Service Department when she has access to her computer so that we might troubleshoot and resolve the issues she [redacted] be having. If for any reason, our Customer Service Department is unable to resolve these issues, they will reach out to our IS Department for additional assistance.
We want Ms. [redacted] to know that she can always make a payment through our automated system by dialing #PAY [redacted] from her U.S. Cellular(r) phone. This is an option if she does not have the time to wait to speak with an associate and she is unable to make a payment online through My Account.
Ms.[redacted] we would recommend prior to Ms. [redacted] contacting customer service regarding any issues in setting up auto pay on My Account, that she tries clearing her browser's temporary internet history and cookies. Once she has cleared this information, please close and reopen the browser.
Ms.[redacted] I am extremely sorry for the situation Ms. [redacted] has gone through with her devices.
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)
Initial Consumer Rebuttal /* (3000, 12, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did recieved the S4 and so far it is working. I do still however, want the cancellation fee on my account waived because if I have any issues with this phone or this company in general in the future I will be switching to a different company. The prices may be the same but the customer service can't be anything but better which, in my opinion, is extremely valuable.
Final Business Response /* (4000, 14, 2014/05/13) */
[redacted] 13, 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 your continued communication in regards to Ms. [redacted]' account. Ms. [redacted] states her new Galaxy S4 is working well. Ms. [redacted] would still like her Early Termination Fee waived in event she has any further issues.
I am very [redacted] to learn Ms. [redacted]' replacement device is working well for her. I am disappointed to learn Ms. [redacted] is still considering cancelling her service and wants any Early Termination Fee waived. Regrettably, we are unable to waive Ms. [redacted]' Early Termination Fee should she choose to cancel. I am hopeful Ms. [redacted] will choose to stay with U.S. Cellular; however, should she need to discuss cancellation options she [redacted] reach out to our Customer Relations Department at XXX-XXX-XXXX.
I realize this is not the answer Ms. [redacted]' had hoped for but I thank her for being our customer. We look forward to building Ms. [redacted]' confidence in us and providing her with excellent network and customer service to eliminate any need to want to cancel. We look forward to a long amicable business relationship with Ms. [redacted].

Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/09/29) */
September 29, 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 Number: XXXXXXXXXX
...


Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s correspondence and I am [redacted] to address the matter. Ms. [redacted] states she is very disappointed in our company, due to high data overage as well as her husband's phone not working in areas close to the Mexico border and was advised that it would. I realize the frustration that higher than normal bills can cause.
Ms. [redacted] states that she had to purchase a high data package, to keep us from making her data usage over the limit which cost more. We do not make the data usage charges high, the overage comes from the customer using more data than what is included in their package.
Ms.[redacted] overage notifications are sent out to the customer before their data limit is reached to allow them the option to modify their usage or of they like; a plan change can be done. The notifications are sent when 75% of data has been used and then another is sent advising that 100% of data has been used. Ms. [redacted] wanted to know if there is anything that could be done to stop the overage from happening every month. In review of Ms. [redacted]'s account, it shows that she called in and spoke with a Customer Service representative the day that her Revdex.com correspondence was filed.
We advised her that our $2.99 data control feature could be put on and she could determine the amount of the data cap to be placed on the lines. We discussed Wi-Fi with her, which there is no charge when using Wi-Fi; she stated that she does not have it at her home. Ms. Show decreased her data plan at that time to the 6GB data plan, and put the 1GB data limit on the line ending in [redacted] and 4GB data limit on the line ending in [redacted]. Everything seemed too had been taken care of through that interaction with her.
Ms. [redacted]'s stated in her correspondence that she was advised that our service would well close to the Mexico border. Although, I do not see a memo stating that, I do not see a memo on July 28th that Ms. [redacted] called in advising that her husband was in Carrizo Springs, TX and that his phone was not working. Although, we cannot guarantee the quality of service in all area due to terrain, weather issues, and other uncontrollable matter; we asked that she have her husband contact us for assistance with his phone issue, and no contact was made.
If Ms. [redacted] has changed her mind since speaking with us on September 24th, I encourage her to contact our Customer Relations Department at XXX XXX XXXX, who handles disconnect request.
Ms.[redacted] we definitely would like to continue being Ms. [redacted]'s wireless provider. 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 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, 2014/03/06) */
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 have reviewed Ms. [redacted] information provided. Ms. [redacted] states she learned that her service had been disconnected on February 12, 2014. When she called U.S. Cellular she states she was advised her number was part of a transition to [redacted] She states she was charged a termination fee totaling $337.03. Ms. [redacted]'s feels she should not be charged an early termination fee since she did not request to cancel her service. Ms. [redacted]'s is request the $337.03 termination fee be waived.
First and foremost I offer my sincerest apologies to Ms. [redacted] for this entire ordeal. I have reviewed every detail of the account since Mr. [redacted] started service on August 17, 2013. It has been determined the number that Ms. [redacted] transferred to U.S. Cellular was in fact part of a transitional sale that had occurred with [redacted] Ms. [redacted]'s number was systematically disconnected on February 12, 2014 due to the resolution of the sale to [redacted]
We spoke to Ms. [redacted] on February 12, 2014 in which she was advised of the situation. She was then offered to have any Early Termination fees waived in exchange for the IPhone 5S she acquired on December 22, 2013. During this conversation adjustments were applied toward Ms. [redacted] account for the bill dated January 24, 2014. This bill included charges for the billing period from January 20th through February 19th plus a device activation fee. The entire bill was adjusted totaling $123.78. This essentially resulted in one month's free service.
On March 3, 2014 Ms. [redacted] spoke to our Customer Relations Department. She inquired about removing the Early Termination fees. Ms. [redacted] was advised $150 would be waived; however to waive the entire fee the equipment must be returned. Ms. [redacted] declined to return the device thus $150 was waived.
Please allow me to explain the reason we requested the equipment be returned. When a customer begins postpaid wireless service with us, if they are purchasing equipment at a discounted rate they agree to a two year commitment. If a customer wants to terminate service prior to the end of the two year agreement, he or she is assessed an Early Termination Fee (ETF) based on the number of contract months remaining. The primary purpose of this fee is to partially reimburse U.S. Cellular for the hefty discount originally given on the price of the equipment. Ms. [redacted] received discounts totaling $450 off the retail price upon purchase on December 22, 2013 in exchange for this two year agreement.
With that being said the fact still remains that Ms. [redacted] did not cancel her service and an Early Termination Fee should not be assessed, even if the equipment has not been returned. In addition to the $150 adjusted on March 3, 2013 I have adjusted the remaining $174.39 balance for the early termination fee. Ms. [redacted] account reflects no balance due. I realize the number Ms. [redacted] transferred to us is important to her given the time frame the number has been in her possession. I hope she will accept our apologies for this major inconvenience. If Ms. [redacted] is interested in establishing a new number with U.S. Cellular I would like to offer her one month free service. If Ms. [redacted] chooses to accept this offer she [redacted] make reference to this correspondence.
Ms. [redacted] thank you for bringing this matter to our attention. I am grateful for the opportunity to resolve Ms. [redacted]'s concerns. 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 /* (2000, 12, 2014/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refunding the termination fee

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(r) in reference to the above account number. We are in receipt of [redacted] correspondence concerning her upgrade options. I do apologize for the delay in our response and I welcome the opportunity to address her concerns.
I'm sorry to hear of [redacted] concerns surrounding our current upgrade options. The decision was made several months ago to require a Retail Installment Contract (RIC) with our retired plans as U.S. Cellular(r) found as a company we were experiencing heavy losses in phone sales. Over the course of a year it would be possible for us to lose around 1/2 a billion dollars in phone sales. If we were to continue down that path, we wouldn't remain a company very long. As a way to combat this we started requiring the RIC as a way to reduce our loss. This also allowed us to help offset the additional month cost of the phone by offering a discount to that particular line. For our customer on our retired plans such as [redacted], we encourage them to move to our newer plan options as the generally provide greater flexibility and can offer more service for the same money. For example, [redacted] current plan with 1000 minutes, unlimited message, and five of her six lines have 2GB of data works out to be $284.99 a month before taxes or regulatory fees. As her plan stands now, our new pricing options would give her unlimited minutes, unlimited messages, and 10GB of data to share among the five smartphones and would be $265 a month before taxes and regulatory fees. The RIC also helps provide options for faster upgrades which can allow our customers to acquire new devices faster. This is becoming the industry standard as the majority of the major cellular providers are moving to the RIC option over subsidized pricing
With the new plans, we are able to remove the discount if the customer wants to purchase a device at a promotional or discounted price. On our retired plans if she does not want to purchase the device using a RIC we are able to see the phone at full retail price.
In this instance, we will grant a one-time exception to Elaine to upgrade a phone at a subsidized price. She is welcome to visit a U.S. Cellular Store or partner with our Telesales team and they can process the request for her. Please be aware this is a one-time exception and this allowance will not be granted in the future unless a change is made to a plan which allows for the purchase of equipment through discount pricing.
If at any time Elaine has any additional questions or concerns, we hope she does not hesitate to contact the Customer Service Team with U.S. Cellular(r) by dialing 611 from your mobile phone or by dialing 888-944-9400 from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist her.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

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

Re:[redacted]mplaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S.[redacted]llular Account Number: ...

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S.[redacted]llular in reference to the above account. We are in receipt of Mr. [redacted]'s complaint regarding contracts, data overage and early termination fees.
Mr. [redacted] states that he purchased a shared data plan from U.S.[redacted]llular and that during that process he explained the importance of the data device to him as it was the primary reason he wanted to get the package. Mr. [redacted] also states that it took three trips to the store and three hours spent in the store and numerous hours of wait time over the phone to get the device activated. Mr. [redacted] states that since getting the device activated his first two bills he incurred $500.00 in data overage. Mr. [redacted] states he did not have an issue with exceeding his data when he was with another wireless carrier. Mr. [redacted] goes on to state that he called in regarding his data overage and after several hours of hold time was advised that a tech person would contact him. Mr. [redacted] states that he waited close to weeks and was finally contacted and was advised that it was his fault that he had been streaming music or videos, neither of which he does. Mr. [redacted] goes on to state that no one could explain why his device registered 20 gigabytes in one weeks' time. Mr. [redacted] states that he requested to speak to corporate and was advised he would be contacted. Mr. [redacted] also states that no one contacted him therefore he called back in to cancel his account. Mr. [redacted] states that the associate he spoke with had him "go through a couple of things" and was advised that should he chose to cancel his account, he could do so without any charges and that she would notate his account of this. Mr. [redacted] goes on to state that he told her he would wait to see if the steps they went through worked and if not, he would be calling back in to cancel. Mr. [redacted] states that he did in fact call back in and that there was no memo as was advised and that he was treated as if he was not being truthful. Mr. [redacted] also states that he finally got a call from corporate and was given no resolution. Mr. [redacted] states that he advised her that it was a fraudulent contract because of the data overage wherein he was advised that he would be credited for the internet but not the phones fees. Mr. [redacted] concludes in stating that he signed the contract with the expectation that he would have shared data. Mr. [redacted]'s desired resolution is for U.S.[redacted]llular to void the contract and cancel all fees for early termination and overages.
I know that in these tough economic times, every little bit of savings helps and can certainly understand how frustrating it can be should an unexpected charge occur. In response to Mr. [redacted]'s complaint, I will be [redacted] to review this matter to address his concerns and provide additional information he [redacted] find helpful.
On November 18th, 2014 Mr. [redacted] switched his plan over to the promotional Shared data plan. This plan allows all lines to share the data between the lines. This plan also has built in data tiers in the event the data allotment is exceeded. Each data tier $15.00 for an additional gigabyte. Since this plan is a promotional plan, it does require new 2 year contracts per line. I find Mr. [redacted] agreed upon said contracts. I regret to find that Mr. [redacted] later cancelled his account on March 5, 2014.
I have researched Mr. [redacted]'s bills for data tier charges since going to shared data. My findings are as follows.
On Bill date 12/22/13 Mr. [redacted] stayed within his allotted 10 gigabyte Shared data plan, therefore did not incur any data tier charges.
On Bill date 1/12/14 Mr. [redacted] exceeded his allotted 10 gigabyte Shared data plan by 9.818 gigabytes therefore incurring $150.00 in data tier charges. His Hotspot line used 17.073 gigabytes by itself.
On Bill date 2/07/14 Mr. [redacted] exceeded his allotted 10 gigabyte Shared data plan by 12.046 gigabytes incurring $195.00 in data tier charges. His Hotspot line used 18.308 gigabytes by itself.
I find on we spoke with Mr. [redacted] on January 27th regarding his dispute of his data tier charge and not only put in a request to have it researched but credited this $150.00 data tier charge as well. We advised him of the expected turnaround time for this data research of 2-3 weeks. Our research department contacted Mr. [redacted] on February 8th (within the 2-3 week expectation) and advised him that the usage was valid therefore the charges were valid. Mr. [redacted] disputed our findings therefore our research department recommend he take that Hotspot device into a store to have it checked out to determine if there was a device issue causing the device to use that amount of data.
I find we spoke with Mr. [redacted] again on February 8th wherein he declined to take the device into the store to have it checked out and requests we just send him out a replacement device. Mr. [redacted] stated that he did not want to sit in a store on his day off to have it looked at and that it would be a waste of his time and requested a call back from our corporate office. That same day Mr. [redacted] also spoke with a supervisor who advised him that we are unable to send out a replacement device without doing any troubleshooting (which includes taking the device in to have it checked out) to determine IF it is a device issue or not.
I find on March 1st we spoke with Mr. [redacted] who requested to cancel his account and requesting to speak to a supervisor who then advised him of the early termination fees. Mr. [redacted] advised us he was still awaiting a call back from our corporate office. Mr. [redacted] did not cancel his account.
On March 4th we spoke with Mr. [redacted] who requested to cancel his account. We connected Mr. [redacted] with our cancellation department wherein he advised us was still awaiting a call back from our corporate office. Mr. [redacted] did not cancel his account.
I would like to take a moment to express my sincerest apology for the unusual delay in our corporate office contacting Mr. [redacted].
Later on March 4th out corporate office contacted Mr. [redacted] and were able to reach him on their second call back attempt wherein he was offered a replacement device to which he declined. He was then offered to waive his data tier charge as well as his early termination fee on the Hotspot line only and advised him the early termination fee per phone still stands. Mr. [redacted] declined this offer. Later this same day Mr. [redacted] transferred his two phone lines over to another wireless service provider.
On March 5th Mr. [redacted] contacted us to cancel his only remaining line on his account, the Hotspot line and to accept our offer to waive the $195.00 data tier charge along with waiving the early termination fee on the Hotspot. We honored this offer.
We have reviewed Mr. [redacted]'s complaint. We offered to replace his device without even troubleshooting which is going above and beyond our guidelines to resolve this matter for Mr. [redacted]. We have waived all of his data tier charges and waived his Hotspot early termination fee. While we are truly sympathetic to his situation we find nothing that merit further credits.
In closing, I must advise Mr. [redacted] that at this time his account has a past due balance of $192.41. If he is unable to make this payment right away, our Financial Services Department [redacted] be able to offer him payment options to ensure his account does not follow down the normal collection path which [redacted] include being sent to an outside agency for collection. If he would like to find out more about his payment options, he [redacted] contact our Financial Services department directly at XXX-XXX-XXXX.
I regret that I was unable to provide Mr. [redacted] with his desired resolution but would like to thank him for his business while he was with us.
Should Mr. [redacted] have additional questions, he [redacted] contact our[redacted]stomer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S.[redacted]llular
Consumer Response /* (3000, 17, 2014/03/25) */
The complaint was not resolved. And to point my bill out in the letter proves the lack of customer service at US[redacted]llular. The person in last spoke with at US cell told me not to pay my bill till the next cycle, when it was suppose to be accurate, which it was not. The company practices fraudulent billing on a routine basis. Anyone who reads the reviews or Facebook would be able to see this. The company made no true effort to resolve the issue. It is even known by their competition, who are using these billing mistakes to gain customers.
Business Response /* (4000, 19, 2014/03/26) */
March 26, 2014
Revdex.com of[redacted]icago
Attention: Ms.[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re:[redacted]mplaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S.[redacted]llular Account Number: XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S.[redacted]llular in reference to the above account. I am in receipt of Mr. [redacted]'s additional correspondence regarding the data charges on his account. Mr. [redacted] states that his complaint was not resolved, and that to point out his bill in the letter proves a lack of customer service. Mr. [redacted] states that the last person he spoke to advised him not to pay his bill till the next bill cycle. He states U.S.[redacted]llular practices fraudulent billing on a routine basis, and that anyone who reads reviews can see this. He states that U.S.[redacted]llular made no real attempt to resolve the issue, and that it is known by our competition that are using billing mistakes to gain our customers.
Ms.[redacted] I am saddened to hear that Mr. [redacted] feels that we did not attempt to resolve this issue for him. I know that receiving a higher than expected bill can be frustrating. I truly apologize for the inconvenience and frustrations this issue has caused him.
Ms.[redacted] I have reviewed Mr. [redacted]'s account. Our records reflect that we did attempt to resolve the overage charges with Mr. [redacted]. On his January bill, Mr. [redacted] was billed $150.00 in data overages. I show that on the February 7, 2014 bill he was billed $195.00 in data overages. I show that both of these charges were waived for him. In addition, I show that we advised Mr. [redacted] that we would issue an adjustment if the hotspot device was cancelled. We have waived the early termination fee. The charge and credit will be reflected on the next bill. I regret at this time, we are unable to waive the early termination fee for the phone on the account.
I show that not only did we waive the data overage charges; we also waived the early termination fee. We also stated that we would send Mr. [redacted] a new device as to which he declined. At this time Mr. [redacted] has a $0.00 balance on his account. I regret I did not see notes on his account that we advised him to pay the bill with the next bill. I can understand why Mr. [redacted] chose to wait on his payment, and I apologize for the frustrations the mention of the bill caused him.
Ms.[redacted] at U.S.[redacted]llular we value each of our customer. We do not fraudulently bill our customers. If an error is found on a bill, U.S.[redacted]llular will make every effort to correct the bill. The charges on Mr. [redacted]'s account were correct. However we still issued adjustments to his account. In addition, we also advised Mr. [redacted] that we would waive the early termination fee on his hotspot device. We did keep our word in that this charge has been waived. I hope Mr. [redacted] finds this information to be helpful, and I again apologize for the frustrations he has experienced.
Should Mr. [redacted], have additional questions, they [redacted] contact our[redacted]stomer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S.[redacted]llular
Consumer Response /* (4200, 21, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The charges on my account were not accurate! I was charged for data that was not used! The box was off on days they said I was using data. Not possible! The overages were fraudulent charges. They [redacted] have waived fees, but provided a terrible customer service through the process. 10 to 12 hours on the phone to get resolved is not good service. This issue in their mind is closed and that is fine! But they did nothing close to customer service. And countless other customers have same issues! They can sit in their office and not see reality! Their choice!

Initial Business Response /* (1000, 10, 2014/03/18) */
March 18, 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 Mr. [redacted]'s complaint regarding him having two bills with due dates that fall within the same month. Mr. [redacted] also advised that he does not have access to his bills in order for him to review the charges and that the when he contacted Customer Service to discuss the due dates he does not get a good explanation.
Ms.[redacted] we truly apologize to Mr. [redacted] for any confusion regarding his billing and the dates that his bills are due. US Cellular did undergo a billing transition at the end of 2013 that did cause delayed billing and we understand this was a confusing time for both associates and customers. Ms.[redacted] we appreciate the opportunity to address Mr. [redacted]'s questions on his account and provide information that I hope he will find helpful.
Ms.[redacted] in reading Mr. [redacted]'s complaint he advises that he incurred a monthly charge for a shorter cycle. Ms.[redacted] in order to provide clarity to Mr. [redacted], I have included bill cycles and due dates below. Ms.[redacted] unless the customer is starting a new line of service or cancelling a service all billing will be for a full cycle. In Mr. [redacted]'s case his billing always runs from the 6th of one month and ends the 5th of the next. Ms.[redacted] here are the last six bill cycles and due dates for Mr. [redacted]: Bill cycle September 6th2013 through October 5th, 2013 was available for Mr. [redacted] to view on October 13th, 2013 and was due twenty-eight days later on November 9th, 2013. The Bill Cycle that covered October 6th, 2013 through November 5th, 2013 was available for Mr. [redacted] to view on November 13th, 2013 and was due twenty-five days later on December 7th, 2013. The Bill Cycle that covered November 6th, 2013 through December 5th, 2013 was available to Mr. [redacted] on December 22nd 2013 and was due twenty-five days later on January 15th, 2014. The Bill Cycle that covered December 6th, 2013 through January 5th, 2014 was available to Mr. [redacted] on January 10th, 2014 and was due twenty days later on January 30th, 2014. The Bill Cycle that covered January 6th, 2014 through February 5th, 2014 was available to Mr. [redacted] on February 20th, 2014 and due twenty days later on March 12th, 2014. The last bill covers February 6th, 2014 through March 5th, 2014 was available to Mr. [redacted] on March 11th, 2014 and is due twenty days later on March 31st, 2014.
Ms.[redacted], as demonstrated above all of Mr. [redacted]'s bills are for 30-day cycles and have a minimum of twenty days from the time they are available to the customer until the time they are due. Ms.[redacted] while Mr. [redacted] does have two bills with due dates showing in March this would be correct because he did not have a bill that was due in February. Also the due date of the bill is the last day in which the bill can be paid without a late fee but for budgeting purposes Mr. [redacted] can make the payment before the due date. Ms.[redacted], the due date that customers receive on the bill is not related to the cycle date but rather the date the bill is produced. The production date is the date the balance is available on the IVR, the date the bill is available online through the customer's My Account, and the date that the bill is mailed to customer via USPS or e-mail. This assures that the customer has time to view the bill and allows for the minimum of twenty days from learning the balance to pay for the bill.
Ms.[redacted], we do agree that the delayed billing that customers have experienced from late August 2013 through the beginning of 2014 was a much larger delay from cycle date until production date than we anticipated. Ms.[redacted] we apologize to Mr. [redacted] for the confusion this has caused and want him to know that we are working diligently to get the production dates within a 6 day time frame of the cycle dates.
Should Mr. [redacted] have any additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] J.
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still does not explain the companies attempt at fixing a problem they created with there new billing system, how is it that the due dates for payment can be changed without notice, creating 2 payments due in the same month?
3/12 and another on 3/31??
Seems this problem was created by US Cell, now I am left to fix it?
I am responsible for service used, and have no problem with that, problem I have is being forced to pay for 2 months in the same billing period, seems fishy to me, I was offered a payment plan..really, just want this to be fair.
If my payment was due on the 12 of the priour month, then it stands to reason that the next payment would be due on the 12 of the following month, please help.
Question is do they want to lose a customer, if this is not resolved, that is my intent.
Thanks again for your efforts!
Final Business Response /* (4000, 14, 2014/03/27) */
March 27, 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 Mr. [redacted]'s rebuttal in which he states he is still unclear about how his payment date changed without notice. Mr. [redacted] reiterates his concern about paying for two months in one period and wants a more consistent due date. I appreciate the opportunity to look into this matter further Ms.[redacted] and provide some additional clarity I hope will resolve this issue.
I know how having fluctuating due dates can cause some confusion Ms.[redacted]. It seems the major issue right now for Mr. [redacted] is that he has two bills due in March. In reviewing our initial reply to this complaint I feel we have done an excellent job in explaining what Mr. [redacted]'s bill cycle is and why the bill due dates are fluctuating. I feel we have established that Mr. [redacted] is not being for an extra month, or being double-billed.
Mr. [redacted]'s bill cycle date is the 6th of each month. On that day the system captures the information to process Mr. [redacted]'s bill. Before the conversion to the new system Mr. [redacted]'s bill was always due twenty days after the cycle date which in the past placed his bill due on the twenty-sixth of each month. After the conversion there was a period of time when the bills were delayed, sometimes up to a month. We have made great strides in overcoming this challenge and for the most part our member's bills are generating within four to five days of the original cycle date. The current delay allows us to review the bills for accuracy. To give some prospective to the progress we made Mr. [redacted]'s August 6th statement did not print until September 2nd. Mr. [redacted]'s March 6th statement printed on March 11th. Now the reason there are two bills due in the month of March is because Mr. [redacted]'s February 6th bill did not print until February 20th (two weeks late). As we pointed out in the first reply the bill was still due 20 days later to allow time for Mr. [redacted] to receive it and send a payment for it. As Mr. [redacted]'s March bill printed on the 11th, the twenty day period to pay places the due date on March 31st.
In regards to Mr. [redacted]'s concern about not being notified of the changes I would like to state that we sent notifications out in the form of letters, e-mails, and text-messages to our members regarding the delayed billing issue. We also updated our website with a message regarding the delayed bills when this began happening. I apologize to Mr. [redacted] if he did not receive any notification but I know we made a tremendous effort to notify all our members.
I understand that there have been some major challenges our new billing system has presented Ms.[redacted], and we are working diligently to overcome them. I sincerely regret the confusion the delayed billing has caused Mr. [redacted] and I would hate to lose him as a member as a result of this. Our Financial Services Department is available to help our members who are negatively impacted by the delay and will be more than [redacted] to discuss allowing more time to pay should Mr. [redacted] find it necessary. It is my hope that Mr. [redacted] understands that while we have made great progress in resolving this issue we know there is still more work to be done. We are always working to bring consistency and clarity to our member's bills and I sincerely appreciate Mr. [redacted]'s patience while we work through this issue.
In closing Ms.[redacted], I want to thank you again for the opportunity to look into this further for Mr. [redacted]. Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] P.
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (2000, 16, 2014/03/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2014/09/24) */
September 24, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

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 regarding the release from her contracts. Ms. [redacted] also stated that she cancelled her modem service, but we have claimed that she call to have the modem reactivated.
I am sorry to hear that Ms. [redacted] wishes to cancel her service with us. I am also sorry to hear that a line was reactivated on her account without her permission. I will be glad to review the account for information that will help us come to a resolution.
On April 13, 2014 Ms. [redacted] spoke to our Telesales Department to activate a wireless modem device for her desktop computer. The wireless modem's mobile number ends in 0061. The plan selected for this line was the Four Gigabyte Plan for $30, and wireless modem access was $20 making the total balance before tax $50 a month. Ms. [redacted] agreed to this plan, and a two year contract when she activated this line.
Prior to activating this line, Ms. [redacted] already had two cellphones on the Family Essential Plus 1500 Plan for $139.99. After tax, and with no additional fees, I see her bill was normally between $156 and $160 before adding the modem.
To better understand her current past due balance of $341.54, we will start with the billing statement that generated before she added the wireless modem to the account. A bill generated on April 1st for $157.21 and was due on April 21th. This statement had a past due balance of $159.43 making the total balance $316.21. We received a payment of $160 on April 4th which cleared the past due balance and took $0.57 off the current bill. This left $156.64 due by April 21st. We did not receive a payment by this date.
On April 14th, $0.01 was added to the bill because Ms. [redacted] Wireless Device was $0.01 at the time she activated service. Total balance was $156.65. We received a payment of $156.64 on [redacted] 2nd leaving the balance at $0.01.
The next bill generated on [redacted] 3rd for $267.53 and was due by [redacted] 23rd. This bill was larger than normal because when a line of service is activated (wireless modem) there is a proration from the day the line was activated for the plan, features, and any applicable activation fee. The prorated charges were $11.61 for the Four Gigabyte Data Plan, $7.74 for the wireless modem access fee, and a $35 activation fee. Ms. [redacted] called our Customer Service Department and stated she refused to pay the charges for the modem and activation fee and asked to be transferred to our Customer Relations Department who is our retention team. Ms. [redacted] stated she was concerned with the high bill, and therefore our Customer Relations Department offered to credit the activation fee, the prorated charges, and a $25 goodwill credit. The total credit after tax was $82.67 and this reduced her balance to $184.87 which was due by [redacted] 23rd. We received a payment of $184.86 on [redacted] 29th leaving the total balance at $0.01.
On June 2nd a bill generated for $209.02 and this was due by June 22nd. This bill did not have any additional features and it appears this amount would be the normal monthly balance with the modem included. Ms. [redacted] called for a billing explanation on June 8th. On June 9th a deposit release and deposit interest was released back to the account reducing the balance from $209.03 to $182.35. We received a payment of $182.35 on June 28th.
The next billing statement generated on July 4th for $209.02 and this was due by July 24th. We received a payment of $209.02 on July 21st. We appreciate the early payment. On August 1st a billing statement generated for $208.79 and was due by August 21st. We did not receive a payment by this date.
On August 11th we received three calls from Ms. [redacted] regarding poor service performance with her wireless modem and basic troubleshooting was attempted. On August 12th Ms. [redacted] spoke to our Customer Relations Department about this issue. Our associate noted due to Ms. [redacted]'s tenure and issues with the device, we will split the early termination fee of $125 to $62.50. The wireless modem 0061 was cancelled on August 12th.
On August 14th, Ms. [redacted] called our Customer Service Department to restore the wireless modem. She was transferred to our Customer Relations Department and our associate in this department reactivated the wireless modem and explained the proration that would appear on the next bill. The associate that reactivated Ms. [redacted]'s wireless modem also assisted her with the cancellation of this device.
The next billing statement generated on September 2nd for $315.74. This bill had a past due balance of $208.79 which was originally due by August 21st. The total balance due by September 22nd was $524.53. On September 8th we received a payment in the amount of $182.99 which reduced the balance to $341.54 and this is the current balance.
Ms. [redacted] contacted our Customer Service Department about this balance. Our customer noted the following: "Attempted to advise customer of previous bill of $208.79. Customer became very angry said the bill she received was in the amount of $189. Customer refused to speak with me and would not let me explain the account or account balance. Customer requested Customer Relations. Advised customer we could not transfer to Customer Relations because we handle bills and payments. Customer refused to speak to me only requested Customer Relations. Told me if she didn't get bill issue resolved she was going to cancel. Transferred to Customer Relations per supervisor."
Ms. [redacted] spoke to our Customer Relations Department about the cost of the bill. Our associate in Customer Relations explained the charges on the bill and that Ms. [redacted] requested the wireless modem to be activated. Ms. [redacted] stated she never called to reactivate the wireless modem. Our Customer Relations associate stated she is flagging this account and the only way to Ms. [redacted] can access this account is by visiting a retail store with an ID.
Ms. [redacted] I am unable to determine if Ms. [redacted] truly did not call to speak with our Customer Relations Department to reactivate the wireless modem. The only information we have is the memo of that interaction on August 14th. If Ms. [redacted] did not call to reactivate the wireless modem, then there [redacted] be another person close to Ms. [redacted] who called our Customer Service Department and provided the security PIN. Additionally, the same person who [redacted] have impersonated Ms. [redacted] is using the wireless modem because this would be the only reason this line would be reactivated. I encourage Ms. [redacted] to consult with any other person who [redacted] have access to her account PIN. I also encourage her to visit her local store to change her PIN to protect her account from unauthorized access. We cannot assist with any changes to this account until she visits her local store with her ID.
Ms. [redacted]'s two cellphones are under contract. We will not accommodate her request to waive the early termination fees should she choose to cancel these lines of service. We would like to keep her business, but should she choose to cancel her lines before their contracts have been fulfilled, she will be charged an early termination fee based on the remaining months in each contract.
Ms. [redacted] I would like to offer one of two resolutions regarding her most recent bill dated September 2nd. This bill included proration for the reactivation of the wireless modem on August 14th. It also includes the reduced early termination fee of $62.50 that was promised to Ms. [redacted] by our Customer Relations Department. If Ms. [redacted] did not call to reactivate the wireless modem, we will waive all wireless modem charges on this bill including the reactivation fee, but the early termination fee of $62.50 will still be applicable since the modem should have stayed cancelled. If Ms. [redacted] did call to reactivate the wireless modem, the wireless modem charges will still be applicable, but we would remove the early termination fee of $62.50.
I hope the information provided will give Ms. [redacted] an understanding about her current balance, and U.S. Cellular' s position in regards to the early termination fees for her cell phones. We would ask that Ms. [redacted] visits her local store with an ID before we can assist with any account changes. This is for the protection of her account. We ask that this complaint is closed. Thank you.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

I would consider their commercials false advertisement! We have very poor service in our house and surrounding areas and we are told it is the terrain. We live in flat land with no trees around or anything like that. The newest commercial has them in a wooded area using their phones saying how great their service is no matter where you are. Really, if I can't get it my house pretty sure they aren't getting it in a forest! And there is no end in site for our problems to be resolved

Initial Business Response /* (1000, 10, 2015/02/18) */
February 18, 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 this case. I understand Ms. [redacted] has expressed concern over the recent billing charges assessed to the account. I understand she is concerned with the price quote she had received regarding her normal plan pricing. She had also shown concern over issues with properly using points to pay for the equipment instead of being charged for the equipment.
I will be more than [redacted] to review the account for accuracy. We strive to provide the best experience or our customers and I am very sorry that this has been less than the extraordinary service she deserves.
After further review, as of 10/21/14, the account balance was at a 0 balance. On 10/22/14 we released a statement for $207.95 due on 11/16/14. On 11/7/14 there was an iPhone financed to the account and the customer paid the full taxes required for financing up front, in the amount of $54.63. This left the balance at $207.95. Also on 11/8/14 there was a payment in store for accessories in the amount of $36.93. This left the balance at $207.95. On 11/15/14 we received a payment for 47.20 for a line upgrade performed in store the same day. This left the remaining balance of $207.95 from the 10/22/14 bill. We did not receive payment for this statement which rolled into the next statement balance. On 11/14/14 there was a bill release for $572.10 total including the previous balance for $207.95. The current amount on this bill was $370.80. This brought the balance showing to $572.10 owed for 2 months service and activation fees from upgrades and new equipment. On 12/18/14 we had a payment for $101.30, reducing the balance to $470.80. On 12/19/14 there was a bill generated for $266.09 due on 1/13/15, bringing the total to $736.89. On 12/24/14 there was a payment for 100.00 which reduced the balance to $636.89. On 1/20/15 there was a new bill generated for $264.08 bringing the balance to $900.97. On 2/10/15 we processed a payment for $450.49 reducing the amount owed to $450.48. On 2/13/15 we received a payment for $451.00, which left a $.56 credit balance on the account. On 2/14/15 we received an additional payment of $265.00. This payment now has the account showing a credit of $265.52 in which we have a case filed to refund the overpayment.
We have reviewed Ms. [redacted]'s complaint.
In our findings, we have noticed that the bills were not getting fully covered when the services were due. There were minimum payments being applied to the account which caused the balance to continue to building. Currently the account is paid in full with a credit pending to be reversed back to the payment method last made.
Closing:
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am a loss. I continue to have ongoing problems with this company. I have filed another complaint. I was not refunded the 265.00 dollars. It has been longer than the 48 hours as promised. Also I pay extra to have a cap on the amount of data able to be used on my phones and received a text stating I was being billed for the next tier of data usage. I e-mailed US Cellular but have not been responded to. I am tired of being on the phone with US cellular every week. They expect their money but don't provide the services they promise. Their response addressed nothing. They just went over their version of the bill.
Final Business Response /* (4000, 14, 2015/02/26) */
February 26, 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: 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 rebuttal. Ms. [redacted] states that she has not received a response from U.S. Cellular(r) within a timely manner and that our last communication did not resolve anything. Ms. [redacted] would like a refund and an apology for the issues she has experienced recently.
Ms.[redacted] I can certainly understand the frustration Ms. [redacted] has had. Account research regarding this complaint shows that U.S. Cellular(r) is focused on delivering a wide choice of solutions and the best possible experience to our customers. As stated in the last response we have mailed a check out to the customer for $265.00. We did advise Ms. [redacted] that this check should be received within the next 2-3 weeks and this was on February 18th. The refund check is on its way.
U.S. Cellular(r) has explained that the data caps that Ms. [redacted] has on her account are not a guarantee that there will be no overage. The data caps are in place to help prevent overage and we do not interrupt data sessions once the limit is reached within the session. The last response we did offer to waive $30.00 in overage once Ms. [redacted] receives her bill. I hope that this is a satisfactory resolution to the problem.
Ms.[redacted] words cannot express how truly sorry we are for the frustration and inconvenience that Ms. [redacted] has experienced. At U.S. Cellular(r) we are very serious about our customer's satisfaction and we work hard to get to the bottom of any customer complaints. After reviewing the account I see that we have resolved all issues. I hope that Ms. [redacted] will contact us if she feels that the resolutions we have offered are not satisfactory.
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, 2014/02/20) */
February 20, 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 the correspondence from Ms. [redacted] stating that U.S. Cellular terminated her account in November 2013. Ms. [redacted] states that after a dispute of the bill a payment was made to resume services and the numbers were taken to another carrier to cancel the account with U.S. Cellular. Ms. [redacted] says that we continue to send a bill for services that have not been used since November. Ms. [redacted] said that she has called to complain and has been told that the account has been canceled and that there is no record of her previous complaint. Ms. [redacted] is requesting that the account be closed and that she should not owe any charges incurred after November.
Ms.[redacted] I would like to take a moment and apologize for any frustration Ms. [redacted] have experienced while attempting to resolve this matter regarding her bill. I appreciate the opportunity Ms. [redacted] has given us to research his account and address this matter as well as provide additional information that [redacted] be helpful.
After reviewing Ms. [redacted]'s account I found that on November 15, 2013 the lines ending in [redacted] -[redacted] were taken to another carrier. With this change the services were automatically canceled. I have partnered with our Porting Department in regards to the line ending in -[redacted]. We were able to confirm that this line was also taken to the new carrier the same day. The services have not been used since this change was made. The billing was not canceled in error on our part effective the date the numbers were taken to the new carrier. We have corrected this. I have also adjusted the last three bills as if the account had closed on November 15, 2013 when all four lines were taken to Ms. [redacted]'s new carrier. On the bill dated December 28, 2013 there were monthly service charges that totaled $90.50 due to the interruption and cancelation of services. There should have been a credit of $73.33 for the minute plan and the line ending in -[redacted] should not have been charged for the Device Protection. The total difference adjusted from this bill was $167.69 plus applicable taxes. On bills dated January 4, 2014 and January 30, 2014 there were charges of $145.94 plus taxes on each bill to be adjusted. This has brought the total credit applied to Ms. [redacted]'s account for monthly service charges to $459.57 before taxes. I also found that there was a charge of $499.99 that was applied to the bill dated December 28, 2013. This charge was applied to the bill in error and has also been adjusted. The remaining balance is $1,152.70. This covers monthly service for services that were used and have not yet been paid for through November 14, 2013.
Our records show that on October 3, 2013 Ms. [redacted] renewed a 24 month agreement on the line ending in -[redacted] to get a new phone at a discounted price. Ms. [redacted] purchased a ZTE Imperial phone for $0.01. The retail cost of this phone is $299.99. By agreeing to the 24 month contract Ms. [redacted] instantly saved $299.98. With signing this contract Ms. [redacted] agreed that should the services be canceled prior to the end of the agreement there would be an early termination fee up to $350.00. Any applicable termination fee will be applied to Ms. [redacted]'s final bill that will generate after February 26, 2014.
Ms. [redacted] mentioned that she has contacted U.S. Cellular more than once in regards to this matter and that she has been told that the account has been canceled and that there was no record of her previous call. Each conversation is to be manually documented when a customer contacts our Customer Services Department. I regret that our records show that we have not documented the most recent conversations Ms. [redacted] states she has had with our Customer Service Department. I can appreciate the frustration this has caused when Ms. [redacted] has continued to call and get this matter resolved. I am truly sorry that we have not provided this service to Ms. [redacted].
I have reviewed Ms. [redacted]'s concerns for the account being canceled and the charges that have accrued on the account. I have taken the steps to correct the matter of the account being canceled and applied the appropriate credits to Ms. [redacted]'s account to correct the balance. While the adjustment applied did not take care of the entire balance due, it did take care of the incorrect portion and almost half of the balance owed. Ms. [redacted] can expect to receive a final bill after February 26, 2014.
At U.S. Cellular�®, it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Ms. [redacted]'s business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Ms. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (2000, 12, 2014/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This satisfies the billing in error, and the extra charges on cancelled lines and makes the billing errors correct in the amount I owe thank you very much for helping me to resolve this situation.

Initial Business Response /* (1000, 10, 2014/03/18) */
case #[redacted]..recvd dispute from [redacted] via Better Biz Bureau. CUSTOMER DISPUTE via Revdex.com - US Cellular has had connection problems for going on 4 weeks now. Numerous dropped calls, calls not going trough, calsl...

going to the wrong #. Data service interruptions. Just to name a few. My family has dropped or not connected calls which relate to our family's well being. I have been a Us Celluar customer for going on 12 years now and have not ever had this kind of disruption. I am very disappointed in the response to the problem on the part of the company.
DESIRED RESOLUTION - As it is very difficult or impossible to use there service, I would request a 1 month refund for the service quality that I had paid for. Or for the period of time it take to fix this situation. In addition, if this is not rectified, I would allege breach of contract on US Celluars part, and have the company release me from the remainder of the contract, to seek other services not impaired by the lack of connectivity.
NOTES - Looked in Svc Affctg Tkts. Only 2 curr issues in MADI switch, only for calling a specific exchg/#...but there are a LOT for MADI that resolved in last 5 days. The dispute was filed w/ Revdex.com 3/15/14. Curr cycle started 3/10. [redacted] shows ph calls every day except 3/16. Shows calls on all but a few days last cycle, 2/10-3/9. Didn't give DATES was having issues in Revdex.com dispute. [redacted] also shows calls all but 3/16 curr cycle & all but one or two days last cycle. Not sure how # of calls compares to usual usage tho. Memo 3/10 says cust having issues w/ both phs going into roaming & reception issues for the past week & that a lot of USC friends having same issue. Was advsd known issue w/ tower. Cust had been xcld for non-pymt 1/8/14 & not resumed 'til 2/13/14, 4 weeks b4 dispute. But no memo abt svc issues 'til that memo 3/10 & none after that.
REPLY TO Revdex.com - March 18, 2014
Revdex.com of Tulsa
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Dear Ms. [redacted]
Thank you for your recent inquiry regarding the above account number. At U.S. Cellular(r), we know how important it is for our customers to stay connected to family and friends. We have received Mr. [redacted] letter regarding the multiple issues he has had with both of his phones the last few weeks. He feels that we should credit him for one month of service, or until the service is restored. Otherwise, if we cannot restore services, he would like to be let out of his contract, so he can change to another carrier.
I personally know that our cell phones are a vital connection to our family and friends and can understand his frustration when he is experiencing problems with his phones. I appreciate him bringing this to our attention and allowing us the time needed to research his concerns.
Ms.[redacted], I show that Mr. [redacted] first talked to us about issues with his phones on March 10, 2013. At that time, we were having a known issue with the tower(s) in his area. The documentation from that conversation state that he had been having reception issues and that his phones were going in and out of roaming for the past week before that. In his dispute, however, he states he has been having issues for approximately 4 weeks. I show that Mr. [redacted] cell phones were canceled for non-payment on January 8, 2014 and restored on February 13, 2014. Therefore the account was restored approximately 4 weeks before this dispute was filed with you. Please ask Mr. [redacted] if he has been having issues the entire time after his services were reactivated with us. At this time, I show that all issues have been resolved in the last 5 days. If Mr. [redacted] continues to have technical issues with his phone, please ask him to call our Technical Services Department from a phone other than the phone(s) he is having issues with or bring the phones to his local U.S. Cellular repair store for troubleshooting.
Please also advise Mr. [redacted] that I looked at the phone calls that have been made for the current cycle, which started March 10th, and for the last billing cycle. I see phone calls for almost all days of the month on both lines. Since the only note on his account about his having a service issue was on March 10th and all issues have been resolved, in addition to phone calls occurring almost every day, I am unable to issue credit for one month of service. I am also unable to remove his contracts.
At U.S. Cellular, we believe that the most important thing about our customer's phone is the person on the other end, and we work hard to keep our customers connected to them. We truly appreciate Mr. [redacted] business and again regret any inconvenience or frustration this situation [redacted] have caused him. Should he have additional questions, he may contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] S.
Customer Resolution Support
U.S. Cellular
[redacted]

Initial Business Response /* (1000, 5, 2014/06/09) */
June 09, 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:...

[redacted]
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, and I would be more than [redacted] to address his concerns.
In his complaint, Mr. [redacted] states that when he established services with us on March 29, 2014 he explained that he would eventually need to add a line for his son, who lives in New York, and we did not disclose that we did not offer services in New York, and his son would be using partner coverage. He would like to have his termination fees waived so that he [redacted] go to another carrier or adequate compensation so that he [redacted] complete the two year service agreement.
First I would like to say that I am truly sorry that the customer's email addressed to a supervisor has not yet been responded to. We make every effort to respond to all emails in a timely manner, but regrettably we have fallen behind. We thank Mr. [redacted] for his patience, and I appreciate the opportunity he has given me to address this matter.
After reviewing Mr. [redacted]'s account, I was truly saddened to see that he cancelled his services as of June 05, 2014. I offer my sincerest apologies that he was not properly informed of our coverage areas when he mentioned that he would later be adding a line for his son in New York. I can imagine the frustration caused when he discovered that we do not personally have towers there. Unfortunately, I am unable honor Mr. [redacted]'s request of having his termination fees waived, as the service agreement he signed with us on March 29, 2014 was only for line -[redacted] which was being used in an area that we offer service, and the address given for his account is within our coverage area. Although I deeply regret the confusion that was caused when the customer established service with us, we are unable to compensate the customer for a line that was never added. The service agreement that the customer terminated on June 06, 2014 states that: "You are eligible for service only if you or your employer has a billing address within U.S. Cellular's licensed market area." "Each line of service shall be subject to a separate early termination fee." "Upon termination for any reason of the line specified on the agreement, you are responsible for the payment of all charges." Mr. [redacted] will be charged a termination fee of $316.92 on his final bill. We appreciate the time that Mr. [redacted] was with us and would be grateful to have him back with us if anything should change in the future. If Mr. [redacted] reinstates his services within 60 days of his cancellation date, his early termination fee will be reversed.
Should Mr. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
US Cellular will hold me to the contract. I am not surprised. They NEVER even attempt to address the main complaint here: that is false statements regarding coverage out of US cellular area and NO roaming fees etc. When in essence there are major restrictions that I detailed in the email I sent you. NO TRANSPARENCY as detailed.
I sent this to Revdex.com to alert other people of the kind of poor business practices that US Cellular is engaged in. They answer me only after I complain to the Revdex.com. Being Behind is a poor excuse for a business not responding to their customers. Can I also not pay my bills on time because I am so busy with my work I am BEHIND with paying bills. I am sure US cellular will not charge me a late fee???? I will deal with their collection agency.
Final Business Response /* (4000, 9, 2014/06/12) */
June 12, 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 sincerely sorry for all the inconvenience Mr. [redacted] has experienced when trying to add his son's line to the account. 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). I will be more than [redacted] to research the account and provide assistance.
Mr. [redacted] stated he is not surprised he is held to the contract. He feels we never attempted to address his main complaint regarding coverage outside of U.S. Cellular area. He feels this is a false statement as we advertise; no roaming fees and we were not transparent with the details. Mr. [redacted] goes on to state he sent the complaint to alert other people of the poor business practices that he was engaged in. He goes on to say we only answered him after the complaint was submitted and feels this is a poor excuse for doing business and not responding to customers. He states he cannot pay his bills on time due to work is busy and he is behind on paying bills. He goes on to say he is sure we will not change him a late fee and will deal with the collection agency.
Ms. [redacted] I am saddened that this experience has caused Mr. [redacted] to terminate his service. We strive to provide all of our customers with the ideal experience in all dealings with our company. Ms. [redacted] I see we addressed Mr. [redacted]'s concern with adding his son to his account, who lives in New York, on [redacted] 7, 2014, in a written correspondence. We are sincerely sorry Mr. [redacted] feels treated unfairly or false statements given when he signed up service in March of 2014. Please know we never meant to make Mr. [redacted] feel he was given false advertisement or details. Once again Mr. [redacted] we cannot apologize enough for the disappointed Mr. [redacted] feels in this situation.
Mr. [redacted] I would definitely not like to see Mr. [redacted] have to deal with the inconvenience of any fees associated with a delayed payment or a collection agency. With that being said, I recommend Mr. [redacted] making his payments on the due dates. If he needs more time to make his payment, I would encourage him to speak with our Financial Services Department at XXX-XXX-XXXX to discuss other payment options.
Although my research did not produce the outcome Mr. [redacted] had hoped for, I would like to take this opportunity to thank Mr. [redacted] for his service with U.S. Cellular(r) and I appreciate the opportunity to address his 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
Final Consumer Response /* (4200, 11, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me a written response telling me the restrictions if my Son goes on the family plan AFTER I signed a contract. Their advertisement says clearly NO ROAMING FEES. NATIONWIDE COVERAGE. HELLO BETTER. When in actual fact, you are limited to the amt of use and data if you are on a NON US Cellular service like NEW YORK. I cannot find anywhere that they have that Disclaimer!!! I will no longer respond to anymore of their feeble excuses.
I've proven that they have poor business practices and poor customer service. No I do not have difficulty paying my bills. I wont be paying as I cancelled the deceptive contract. BUYERS BEWARE!!

Initial Business Response /* (1000, 10, 2014/05/05) */
[redacted] 5, 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:...

[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] response and I am [redacted] to address her concerns. In her complaint she states that she received her bill and she is being over billed. She states that she has records of her payments and that she does not owe $253.60. Ms. [redacted] states that she was contacted by U.S. Cellular in regards to the balance of $253.60 and she also provided dates of payments she made in the amount of $80.77 and $111.48, she states that she was ignored and asked to pay the $253.60. Ms. [redacted] is very unhappy with the customer service she has received. Her resolution is to have this billing issue resolved and this error not impact her credit report.
I can certainly understand Ms. [redacted] concern over a bill that is well over her normal amount. I appreciate her giving us the opportunity to review her account and provide some clarification.
In reviewing her account I can confirm the payments Ms. [redacted] states that she made in her complaint. I see that on March 25, 2014 we received her payment of $80.77 for her February bill and I also see that on April 20, 2014 we received $111.48 for her March bill. Ms. [redacted] April bill was $253.60 this bill was not due to a past due balance from either February or March as both her payments were applied to her account correctly.
The bill Ms. [redacted] April 26th bill consisted of a charge of $162.35, this charge was a returned payment charge from a phone payment that was made on January 16, 2014. The payment was made with credit card number ending [redacted] and was declined by the card issuer for credit card fraud. If this is not correct Ms. [redacted] needs to contact the financial institution for her card ending in [redacted] and dispute the payment reversal. Since the payment was reversed the charge of $162.35 was added to Ms. [redacted] April bill. I have confirmed that on January 16th Ms. [redacted] upgraded her line ending -5951 to a LG Wine 3. So this charge is a valid charge, since the charge of $162.35 was declined Ms. [redacted] will need to repay this with a cash payment; in addition she was billed a $20.00 returned payment fee on her account. This is where the past due balances of $182.35 on her April bill is from. Ms. [redacted] also has her normal monthly charges of $71.25 that is due [redacted] 22, 2014. The total of $253.60 for this bill is valid and correct there is no error on U.S. Cellular's part on this bill. If there was an issue with her credit card company she can ask them to reprocess the payment.
I see that Ms. [redacted] canceled her service on [redacted] 2, 2014 by porting her numbers to another provider, her final bill will start processing on [redacted] 22, 2014 and she will receive a prorated credit for the service she was billed from [redacted] 3rd through [redacted] 21st.
As I have explained the bill for $253.60 dated April 26th is correct and is not in error. Since there is no billing error on this bill there are no corrections to be made. To prevent this balance from impacting her credit report Ms. [redacted] will want to pay the past due of $182.35 as soon as possible.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] B
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was never a phone payment made on January 16th, it was a credit card transaction made at the US Cellular store. The charge was a valid charge, not stated as credit card fraud, but was later disputed because of insufficient wireless service and customer service on US Cellular's part. I have spoken extensively with many customer service representatives regarding this issue and everyone is willing to help until you ask for a resolution, then they always send me to another department. I have had serious issues with this company and usually the customer is right by company standards, but in this case, there is no willing to give what so ever on US Cellulars part, in other words, the customer is always wrong in US Cellular's standards. I have been a loyal customer for over 20 years, this is not how you do business. That is why we have left US Cellular plus we still have a phone that doesn't work with them because they are unwilling to fix the phone and service issues. They really ought to thing about changing their name because when you think of US Cellular, you think of United States and they are only a regional wireless provider.
Final Business Response /* (4000, 14, 2014/05/07) */
[redacted] 7, 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 Ms. [redacted] rebuttal complaint regarding the current balance owed on her account, which is higher due to a backed out payment that was made on January 16, 2014. She stated that there was never a phone payment made on January 16th, 2014, that there was a credit card payment made. She said she had the payment withdrawn, due to insufficient wireless service and customer service on our part. I am sorry to hear that she felt that she was not provided service when she called in regarding different matters. A review of her account shows that when she called in or sent an email, we addressed her concerns. Whenever she was transferred to another department, it was due to the nature of the call and that department could better assist you. I apologize if she felt the transfers were not needed.
Ms.[redacted] in the previous response, Ms. [redacted] stated that we have overbilled her. We explained in detail all payments made, and her account status becoming delinquent; due to a $162.35 payment she had backed. She also incurred a $20.00 returned payment fee.
Ms. [redacted] states that although, she canceled service with us, she still has a phone that doesn't work and we are unwilling to fix the phone. I encourage her to contact our Customer Service Department at the number listed below for assistance with that matter.
Although, we are unable provide the desired resolution that Ms. [redacted] is requesting, we respectfully as that this matter be closed.
Ms.[redacted] I appreciate your time and the opportunity to address Ms. [redacted] concerns. If Ms. [redacted] has any 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, 2014/03/06) */
March 06, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint, and I would be more than [redacted] to address her concerns.
In her complaint, Ms. [redacted] states that she has had problems with our company since the day she started service with us. She purchased a Samsung Galaxy S III and it would not charge, so she brought it into a retail location where we replaced the device with a new one. After about a month she began having problems with the second phone going in and out of hibernating mode in which the device would not turn back on. Again, she visited our retail location and we informed her that it was a hardware issue and that Samsung was working on a software update that would remedy it. She continued to experience this problem until September. She also discovered that she was dropping a significant amount of calls due to the device, and she would constantly go from receiving 3G data service to 1X. Because of all these issues, she called in and cancelled her insurance on the device, as she would never want to use this brand going forward. As her phone issues were occurring, she also noticed numerous inaccurate charges on her billing statements. One fee she received was a restore from non -pay suspension, which she states was erroneous as the suspension was unmerited. She cannot reach an associate in customer service due to the hold times, and when she does she has been unable to get any of her issues resolved. She would like to cancel her service with us without incurring any early termination fees. She feels as if she has not been provided the service she was promised at the time that she signed her contract. She wishes to find a service provider that she can trust and rely on to resolve her issues.
First, I would like to apologize for the difficulty that Ms. [redacted] had while attempting to reach our Customer Service Department. I know that her time is extremely valuable, and we regret to have inconvenienced her.
Ms. [redacted], after reading about the issues Ms. [redacted] had experienced with her Galaxy S III I certainly understand her frustration. I know how important our cell phones are to stay connected with our loved ones, and I personally have experienced the aggravation caused by a device not working properly. Samsung did recognize an issue within a specific batch of the S IIIs that was causing several dropped calls and degraded service. If it was determined that our customer's device was one of the defective devices, we were replacing them with the upgraded Galaxy S4. I regret that Ms. [redacted] had to endure these problems with her device; however, I see no interaction on her account to indicate that she ever made us aware of the service issues she was experiencing with her device. If given the opportunity, we most definitely would have done the research to determine if this was one of the devices we were replacing because of the defect, and if not we would have performed any troubleshooting necessary to remedy the issues. I have checked the customer's device, and it is not listed as one that's been affected by the manufacturing defect. Although we would not replace the device through this option, there were still many options we could have reviewed for the customer's phone.
I definitely understand the confusion that was caused by the billing delay we experienced after upgrading our system. I know how difficult it has been for our customer's to keep track of their billing and payments when they are not consistent. I would like to provide Ms. [redacted] with her most recent billing schedule and payment for clarification:
Covers Dates: Print Date: Amount: Due Date:
08/10-09/09 09/18/13 $165.36 10/18/13
09/10-10/09 10/17/13 $113.56 11/13/13
10/10-11/09 11/16/13 $113.56 12/10/13
11/10-12/09 12/19/13 $123.56 01/08/14
12/10-01/09 01/14/14 $113.78 02/03/14
01/10-02/09 02/14/14 $134.21 03/06/14
Total: $764.03
Payment Date: Amount: Covers Bill:
11/17/2013 $135.00 09/18/2013
12/19/2013 $90.00 Partial 10/17
01/20/2014 $123.56 10/17 and 11/16
Total: $348.56
I hope this information is helpful. The customer currently has a total balance of $415.47 with $230.88 of this being past due. I was extremely saddened to learn that the customer's account had been cancelled with us as of February 25, 2014 for non-payment. The customer has a pending early termination fee of $197.42, as her contract was not complete until April 13, 2015. Unfortunately, I am unable to credit this fee, as we did not violate the terms of our contract with the customer. I am truly sorry for the issue she experienced with the incorrect suspension of her account in August, however the issue was already resolved by reactivating her line, and we also provided her with a credit for a full month of service charges. Additionally, we were never given the opportunity to address the issues with her S III. Please let the customer know that she [redacted] have this fee reversed if she reestablishes her services with us within 60 days of her cancellation date by satisfying the balance on her account. To do this, the customer will need to call our Financial Services Department at X-XXX-XXX-XXXX. She will also need to choose a new shared data plan to active, as the previous plan she was on is no longer available.
We did greatly value and appreciate the customer's business, I am so sorry if she has ever been made to feel otherwise. I hope that Ms. [redacted] will reconsider switching service providers, and allow us to restore her trust in U.S. Cellular.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 16, 2014/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made attempts to pay my balance and was told that my payment would automatically resume service with US Cellular but simultaneously enter a new 2-year contract with the company. I was told that my original contract is terminated. Regretfully, I will not make a payment on this inaccurate balance, nor continue service with US Cellular. I have sought further legal advice and will pursue this diligently. I have been able to gather all phone and voice correspondence that US Cellular claims they "have no record of". I appreciate the Revdex.com's time in assisting me with this claim.
Final Business Response /* (4000, 18, 2014/03/24) */
March 24, 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 Ms. [redacted]'s response in which she states that she has tried to call in to make her payment, however she was told that her payment would automatically resume her service, and that she would have a new two year agreement. She was also informed that her original contract was terminated. She claims that she will not make a payment for the past due balance on her account and she will seek legal advice for this matter. She has obtained all records of interactions with U.S. Cellular that we claim to have no record of.
I regret the recent misunderstanding that we have had with Ms. [redacted]. Satisfying her balance would not automatically restore her services; this would only take place if the customer requested us to do so. We would never apply a service agreement to a customer's account without their acknowledgement or approval. I am saddened to learn that Ms. [redacted] will not be restoring her services with us. I do recommend that she satisfies the existing balance on her account, as it [redacted] be sent to an outside collection agency at any time due to the length of time that it has been past due.
Ms. [redacted], at this time we feel that after two rebuttals we have fully addressed Ms. [redacted]'s concerns, provided a courtesy credit to reduce her balance and explained that validity of the final amount due. We respectfully ask that this case be closed as resolved.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular

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