US Cellular

Initial Business Response / [redacted] (1000, 10, 2014/10/30) */ October 30, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms [redacted] 's complaint in which she states that she has had to contact us regarding her bill every monthThe customer states that she added a data cap to her account but she is still getting charged for data overagesMs [redacted] states that she is having trouble with her phone freezing and her will not stay connectedShe explains that her brother left her plan in April or [redacted] and this caused her contract to restart and she cannot cancel without being responsible for the Early Termination FeeAlso Ms [redacted] advises that when she makes a payment at a store location that she is unhappy with the wait time Ms[redacted] we are very sorry to hear that Ms [redacted] has not been [redacted] with her services and has encountered billing problemsWe strive to make sure all of customers are satisfied with the Customer Service we provide as well as being satisfied with the equipment they are using and our networkI appreciate the opportunity to review Ms [redacted] 's account and provide information that I hope will be helpful Ms[redacted] , I have reviewed Ms [redacted] 's account and I show that her account started with us on [redacted] 21st, Ms [redacted] have had her phone number and used the same phone prior to this date but not on her own accountA change of ownership was done to bring Ms [redacted] 's phone number from an already existing account into a new account that made her the account ownerThe contract that the customer is currently under is based upon this change and does not have any relation to Ms [redacted] 's brother leaving the account as was mention in the complaintSince Ms [redacted] 's account was open she has only had on line ending in [redacted] on the accountThe customer has a contract on her line because when she took over the ownership and responsibility for her line a Shared Data Plan was chosenShared Data Plans do require a contract and this information would have been included in the Change of Ownership Form that Ms [redacted] signed when moving her phone number into her name Ms[redacted] the customer stated that she pays for the data cap feature on her account but she is still seeing a data overage charge on her billIn review of Ms [redacted] 's account I do not see that the $Data Cap feature was added until July 14th, While this [redacted] have been a feature that she had when her line was part of the previous account it was not established on Ms [redacted] 's account or was she billed for the service until July 14th, Ms[redacted] I do see that when we added this feature on her account that we did not set the limit correctly and as a result it did allow the customer to exceed 300MB of data and caused an additional $charge on the customer's billMs [redacted] contacted our Customer Service Department on September 8th, to discuss this matter and the $charge was removedWhen Ms [redacted] contacted us to discuss the overage we were able to fix the input error on her data cap feature; however, this fell in the middle of a new bill cycleThe data cap did not take effect in time to stop the data overage and another $data overage charge was reflected in Ms [redacted] 's following billOn October 11th, the customer contacted our Customer Service Department and the second $fee for data overage was removedMs[redacted] we understand that Ms [redacted] 's time is important and we apologize that she did have to contact us twice regarding the same issueI have also adjusted the monthly $charge from the last two billsThe customer explained in her correspondence that she is having trouble with her phone freezing and not connecting to Wi-FiWe certainly do not want our customers to have a phone that is not working properlyMs[redacted] I do not see that Ms [redacted] has contacted us regarding problems with her deviceWe welcome and encourage her to reach out to us or to stop by a store location to have her device looked at if she is still having trouble Ms[redacted] the customer's desired resolution is to be let out of her contract without feesWe certainly do not wish to lose Ms [redacted] as a valuable US Cellular Customer; however, if Ms [redacted] does cancel her services she would be responsible for the Early Termination FeesShould Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

November 4, 2015Better Business Bureau of ChicagoAttention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL 60611Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S Cellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountMr [redacted] is rejecting our response because he feels we did not hold up on our side of the exception Mr [redacted] stated his wife is not the account holder and would not be able to make any decisions on his account, as proof in the Better Business complaint she had filed and U.SCellular was unable to respond to her Mr [redacted] is unsure why Ms [redacted] can call Customer Service and get a response and send a Better Business complaint and get denied Mr [redacted] goes on to say he never received a return package and that is his pointNor was he advised he had days to return the equipmentMr [redacted] feels he has been treated unfair and will never be a part of the U.SCellular family and will let all his friends and family know as well Please allow me to apologize for all the confusion and frustration this experience has caused Mr [redacted] As we advised previously, we had made an exception to have Mr [redacted] return the equipment in order to waive the Early Termination Fees due to moving outside of our coverage area This is not our standard procedure and was an exception to himI understand Mr [redacted] feels we did not hold up on our side of the exception and for that I humbly apologizeAs Mr [redacted] stated we did in fact reject Ms [redacted] ’s Better Business complaint and spoke to her over the phone Just to bring clarity Ms Stanley was fully authorized on the account to make all changes including termination fees However when the Better Business complaint was composed the account was already sent out to an outside agency which means only the account holder has the ability to discuss the account I am disappointed I was unable to provide Mr [redacted] with the results he had hoped forI appreciate the opportunity to address his concernsShould Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Resolution SupportU.SCellular®

Initial Business Response / [redacted] (1000, 10, 2014/02/20) */ February 20, Revdex.com of Chicago Attention: Ms [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: N/A Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms [redacted] correspondenceIn her complaint she states that U.SCellular knowing and willingly overcharged her motherShe states that she and her mother have called numerous times, and also visited the store numerous times to correct the issueMs [redacted] states she requested to take the responsibility of her mother's line, and that this request was not completedShe also states that she made changes to her calling plan to accommodate the additional lineMs [redacted] has in her complaint that U.SCellular did not make the changes, and continued to incorrectly bill her motherShe also states that we are refusing to issue the adjustments that were billed in error The resolution that Ms [redacted] is seeking is the removal of the charges that were billed in errorIn addition, she wants all charges billed after December 29, to be reversedShe also wants $for the migration issued to the account Ms [redacted] I truly understand Ms [redacted] frustrations regarding the billing issues with her mother's accountI have reviewed Ms [redacted] concernsI regret I am unable to address her concerns at this timeIn order to review her mother's account I will need to have verification of the account nameI would also need the account number or cellular number associated with her mother's account Please advise Ms [redacted] to resubmit this complaint with the billing name, and cellular currently on file and we will be happy to address her concerns at that timeWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter Sincerely, [redacted] Customer Resolution Support U.SCellular�®

Complaint: [redacted] I am rejecting this response because: The account is under [redacted] and that's the phone number for getting a hold of me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2014/11/06) */ November 6, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear [redacted] , Thank you for contacting U.SCellular in reference to the complaint listed above received November 5, As a member of U.SCellular's Customer Resolution Support Team, I am responding to the complaint filed by Ms*** Ms[redacted] stated she has been with U.SCellular for about eight years and we stopped doing contracts after 'one and done'She goes on to say that contracts have been reinstated and she was uninformedShe replaced her daughter's phone with an older phone she already owned and was required to sign a contractMs [redacted] states she never signed a contract and her daughter has now canceled service and was billed an Early Termination FeeShe goes on to say she would have not cancelled service if she was aware of the contractHowever to avoid the fee, Ms [redacted] reinstated the phone with a new number, which will not be used by Ms [redacted] or her daughterMs***'s desired settlement would be to cancel without the Early Termination Fee on line ending in [redacted] First, I would like to thank Ms [redacted] for her long time loyalty with U.SCellular and how much I truly respect the honest feedback Ms [redacted] has shared with us Ms[redacted] several years ago we made a business decision to eliminate the requirement to sign a year contract when our existing customers purchased a new phone at the promotional priceAs the years went by, we were not getting the business results we wantedWe had our existing customers buying new and expensive phones at the discounted price and shortly canceling their service without penaltyWe took a hit selling the phone at the promotional price and then we took a bigger hit by not charging the customer a cancellation fee because they were not under any kind of contractWe are in a business where we want to gain more customers and retain our current customersStarting the year contract and enforcing a cancellation fee for someone who breaks their contract will help us get the new and hot devices our customers wantI am truly sorry we have disappointed Ms***I hope she can see why we made this business decision to bring the contracts back Ms[redacted] after reviewing Ms***'s account, our records show she agreed migrating to the New Shared Data price plan on July 17, In doing so, Ms [redacted] agreed to a two year agreement for all the lines on the accountI am unsure why we would have not informed Ms [redacted] and cannot apologize enough for any miss understandingI understand how disappointed Ms [redacted] must feel as we cannot honor her request in waiving her Early Termination Fee for line ending in [redacted] Ms[redacted] although my research did not produce the outcome Ms [redacted] had hoped for, I would like to take this opportunity to thank Ms [redacted] for her ten plus years of service with U.SCellular(r) and I appreciate the opportunity to address her concernsShould Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to see a contract that I signedI did not verbally or in writing assume a contractIn addition, I got a new promotional phone from US Cellular for the first time in about or years, where everyone else they say was getting one all the timeI feel like I saved US Cellular money by using the same phone for so many yearsRight now I am in two contracts, and I just can't afford two phones one which is turned off and sitting in a drawer Final Business Response / [redacted] (4000, 14, 2014/11/11) */ November 11, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s rebuttal wherein she states that she would like to see the contract that she signedShe is also stating that she did not verbally agree to a contract nor did she sign up for oneMs [redacted] states that this was the first phone that she received from U.SCellular in five to six yearsMs [redacted] feels that she saved the company money by using the same phone instead of upgrading to a newer deviceMs [redacted] stated that she was unable to afford two phones on the accountHer request is that the Early Termination Fee be waived and the line cancelled on the account Ms[redacted] I would like to begin by apologizing for any frustration and inconvenience this has caused Ms [redacted] thus far, and I appreciate the opportunity to research this matter and provide additional information that Ms [redacted] find helpful While researching this account I do see that in order to review the documents that were signed on the day that the contract started back up on July 17th, You would need to revisit your local U.SCellular store that processed the changeOur previous agent did advise Ms [redacted] the reason why the "one and done" was no longer being advertisedIt was also explained that this would start a year agreement Ms[redacted] please let Ms [redacted] know that as a member of the U.SCellular we want nothing more than for our customers to be [redacted] with their devicesIf the device being used is an older device, we give different options to upgrade the phoneOnly if the customer wants to upgrade, if not the same phone can be used throughout the course of service as long as no changes are made to the line on the account If Ms [redacted] is unable to make that payment at this time, our Financial Services Department [redacted] be able to offer her a payment option to ensure her services are not interruptedIf she would like to find out more about her payment options, please contact our Financial Services Department by calling directly at XXX-XXX-XXXX We have reviewed Ms [redacted] complaint and our records show that the Early Termination Fee is validIf Ms [redacted] wishes to see the contract information as stated above she would need to revisit her local U.SCellular store to pull up the requested informationI know that my research did not provide the resolution Ms [redacted] was looking for but I hope that she finds this information helpful to her Should Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (4200, 16, 2014/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, I did not sign a contract, nor would I have agreed to the new plan if I was told or if it was any way implied that I would have a contractI would have cancelled the service then and thereI still have another US Cellular phone that I was intending to keep, and now my plan is to change that as well as my company's phonesWe are actively working with [redacted] right nowI hope US Cellular thinks a $termination fee is worth the cancellation of $700-$a month of long time customersI cannot do business with a company who doesn't treat it's customers fairlyI understand that other people cheated the system and therefore ruined it for the rest of usBut I was a loyal customer and was constantly recommending the company to my friendsI now feel completely cheated

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

April 12, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Tevan [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipts of Ms [redacted] ’s rebuttal stating she does not accept our response because we will not allow her out of her contracts with U.SCellularI am more than happy to review the account and answer her questionsAs I stated in the two previous responses, the contracts are valid on Ms [redacted] ’s account and we will not be able to waive those charges if she decides to cancel serviceI do understand that Ms [redacted] has been unhappy since starting her service with U.SCellular, and we would like nothing more than to be able to repair that relationshipIf Ms [redacted] does decide to cancel her service we would need for the final bill to be paid within days or the account will be subject to placement with an outside collection agencyI also have submitted feedback to the store that provided the misinformation regarding Ms [redacted] ’s contract payoff, while the situation was not ideal we feel as though we have more than corrected these issues on Ms [redacted] ’s accountMs [redacted] ’s concerns have been resolved and we do respectfully request that this complaint be closed Should Ms [redacted] have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] CCustomer Resolution Support U.SCellular®

"Calibri","sans-serif February 15, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] C [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular® in reference to the above accountI have reviewed Mr***’s complaint and welcome the opportunity to address you this afternoon I would like to start by apologizing for any frustration that may have befallen Mr [redacted] during this ordealIt is never our intent to make life more difficult for our customer but rather quite the oppositeIn reviewing Mr***’s account, I’ve looked over ever billing statement that was processed from the opening of the account on January 12th, through the closing on November 29th, I was unable to find an instance where the customer was billed for more than two phone lines on the accountThis also holds true for the final statementWhen the account was close there were two outstanding Retail Installment Contracts (RICs) on the accountThese were an agreement to make a small monthly payment for the devices on the account in exchange for a discount on the account price planWhen the account was ceased the remaining balance of the RICs were charged against the account along with the final amount due for the serviceCurrently only two of these charges exist on the account, both of which were presented on the statement sent after the account closed With this information, the finally billing amount is correct and no adjustment needs to be madeIf at any time Mr [redacted] has any additional questions, concerns we hope he does not hesitate to contact the Customer Service Team with U.SCellular® by dialing [redacted] from a land lineCustomer 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 you Take care, Thom D Customer Resolutions Support U.SCellular® Customer Service: 1( [redacted] Website Find a Store Near You!

October 23, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: unknown Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Shawn ***'s correspondenceIn his complaint Mr [redacted] states he purchased a plan that included unlimited data and that when he exceeded Gigabytes of data, which he says was not disclosed, then his service was disconnectedHe then moved his number to Verizon and was charged for an Early Termination Fee which has since gone to a third party collection agency As a resolution he would like us to remove the account from the collection agency and remove the fee of $ We have reviewed his complaint but in this complaint he does not provide an account number or the phone number that he used when he was at US CellularWe cannot therefore access his specific account By way of general information we can affirm that we did not sell, nor advertise, an Unlimited Data plan in which is the year he mentions that he had service Please advise [redacted] to resubmit this complaint with his account number or the phone number he had when he was with US CellularWe will be glad to discuss his account in a specific manner at that timeIf he has documentation such as a contract or a US Cellular statement indicating that he had unlimited data we will be glad to review this documentationHe can attach this documentation in a response to this Revdex.com complaint if he prefers to do soWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter Sincerely, [redacted] Customer Resolution Support U.SCellular(r)

February 11, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] ’s complaintMr [redacted] states that he switched to U.SCellular, from [redacted] , in September 2015, after he was told we would pay off the old contractsMr [redacted] states that they submitted the forms as instructed and still hadn’t received the rebates by DecemberMr [redacted] states he called us in December and was told that the sales associate did not send the old phones inMr [redacted] states we told him the rebates would be sent out in two weeksMr [redacted] states they still have not received the rebatesMr [redacted] requests that we send the promised rebatesIt’s my pleasure to assist Mr [redacted] with this matterUpon review of Mr [redacted] ’s account, I see that on February 4, Ms [redacted] called and we advised her that it would be another eight to ten weeks before the cards would arriveI completely understand the frustration caused by this informationWe have reviewed Mr [redacted] ’s complaintI have escalated the rebate processing and the rebate cards will arrive via mail in 7-business daysI would like to apologize that it’s taken this long to get the rebates to Mr [redacted] Should Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] RCustomer Resolution Support U.SCellular®

Initial Business Response / [redacted] (1000, 10, 2014/07/14) */ July 14, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] complaint, and I would be more than [redacted] to address this matter In her complaint, Ms[redacted] stated that she purchased a prepaid phone from us, as we advised her that she would receive service in her home areaWhen she returned home, she realized that she had no service and could not make any calls and her phone was not receiving callsShe is elderly and suffers from many physical and mental ailments and she does not have transportation of her own, so her phone is extremely importantShe has two people that assist with errands and other things and she sent one of them into our retail location to try and resolve the issues she was having with her deviceWe were unable to assist because Ms[redacted] had to be in-store as wellShe was not able to get a new phone or a loaner device so she cancelled her services with us and was without a phone for daysShe needs her device for emergencies, and feels as if we made no effort to resolve her issuesThis situation has caused her great mental anguish, emotional distress and financial burdenShe would like to be reimbursed for the money she spent on gas to get to and from our retail locations, as well as a full refund for her services I truly regret to learn that Ms[redacted] was without a working phone for over a weekI know the importance of having service at all times, especially with medical issues, and I sincerely apologize for experience Ms[redacted] has had with usI have reviewed her account, and I see that Ms[redacted] established an account with us on June 30, With the address she provided us, our coverage map shows that she would receive coverageWe never establish an account if we have the knowledge that a customer resides outside of our home area, as we cannot guarantee reception on a partner carrier's towers On July 02, we spoke with someone regarding the customer's service issues who stated they were Ms[redacted] , but they were unable to provide the proper PIN on her account for verification, so we walked the caller through basic troubleshooting steps to increase their signal strengthPlease let the customer know that we do not allow unauthorized parties to handle her account solely for the protection of her personal informationWe do provide our customers with courtesy loaners in store if they have a damaged deviceIt is definitely not our intention to inconvenience the customer by this, and I am truly sorry if it didOur customers have the option to add authorized users to their accounts, which basically gives the authorized party access to do most things on the account, as well as receive any account specific informationI show no authorized users added, so we were only able to discuss the account with the owner, Ms[redacted] On July 08, one of our supervisors spoke with an unauthorized party, we were unable to reach the customer to authorize the caller, so we gave them the number to Technical Support, and advised them to have Ms[redacted] call in to troubleshoot On July 09, Ms[redacted] cancelled her account due to reception issuesBecause we know our coverage locator is not always 100% accurate, we allow a day window where the customer can return their device and cancel without any fees if they are not satisfied with their servicesSo, on July 10, we refunded the full $that Ms[redacted] had paid for her device as well as her month in advance of servicesWe are truly sorry for the inconvenience and undue stress this matter has caused the customer Should Ms[redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

September 12, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] rebuttal stating that that we do not have reliable service and she would like the money back for the time frame she didn’t keep the service We understand the importance of having a working phone at all timeIt is never out intention to cause any frustration for our customersI will be more than happy to address her concerns today Unfortunately, we would not be able to refund Ms [redacted] for the unused services as it is a prepaid accountShe prepaid for the service that she was usingShe did make a $payment towards the account with hopes that it would get her better internet, but that was not the caseSince we do not have a package for data only, once she was slowed down the data would not go back to regular speed until she came back into a U.SCellular market We only issue refunds for service if our customer is within days of getting service with usThis account has been active with us since July 10, 2016, which would have put Ms [redacted] well past the day return time frameEven when she contacted us in regards to the data being slowed down she still was outside of the return time frame We advised Ms [redacted] multiple times that where she was using her service that we wouldn’t be able to get the full use of the data service since it is limited to MB outside of the coverage areaAs advised in the previous complaint based off the coverage map Raleigh, NC is in partner coverageThat means that she is no longer using a U.SCellular® tower, she is using another providers tower in that areaI am sincerely sorry that while she was in Raleigh she wasn’t able to get the best internet service since she was roaming We have reviewed Ms***’s complaint and I regret to find that the account has been cancelledHowever, I understand that having internet service for business purposes and we were unable to provide what she was looking forAt this time we are still not going to be able to refund the money she paid towards the prepaid service back to herShe is outside of the day return time frame to return anything back to us for a full refundI respectfully request that this matter be closed Should Ms [redacted] have additional questions, he/she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

Initial Business Response / [redacted] (1000, 10, 2015/09/30) */ September 30, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.S Cellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above account numberWe 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 coverageThe 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 3GMr [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 useThe 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 frustrationU.SCellular strives to develop and maintain the best wireless network possible for our customers as well as providing service in rural and underserved areasI 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, 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 growthA line of sight matter due to topographical conditions is not something that US Cellular can adjust within their towersOn September 25th, 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 feesIn regards to Mr [redacted] 's current phone (Samsung SEdge) he will be responsible for completing the terms of the Retail Installment Contract which is approximately $When Mr [redacted] started service with us on February 13th, he originally had an LG Gphone that he obtained with a Retail Installment ContractThe customer paid the remainder of this Installment Contract off on [redacted] 15th, and entered into another Retail Installment Contract for the Samsung SEdge Mr [redacted] 's desired resolution is to return the phone and be compensated for the media that has downloaded on his tabletThe 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 SphoneThe 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 feeI have added a $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.SCellular(r)

Initial Business Response / [redacted] (1000, 10, 2014/12/03) */ December 3, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular(r) Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's complaint and I am [redacted] to address her concernsIn her complaint, Ms [redacted] states that U.SCellular keeps changing her due datesShe states that we tried to get her to pay before her due date and in one instance we withdrew funds from her account before her due dateShe states that every time she calls Customer Service she is transferred to the Financial Services department who tells her she needs to speak with Customer ServiceShe states that she has been told by Customer Service representatives that there is a note on her account to transfer her to Financial Services when she calls She states that another representative told her she was reading all of the notes after Ms [redacted] told her she had received a credit that was not showing up on her billShe states that this representative told her that other associates were not reading all of the notes Ms[redacted] I can understand Ms [redacted] 's frustration with changing due dates, the date funds were withdrawn from her account being different than otherwise indicated, and being transferred back and forth between departments with unsatisfactory resultsI have reviewed Ms [redacted] 's account and I hope to provide clarification on any issues that [redacted] still be causing confusion Ms [redacted] 's account experienced a billing delay that began with her August billNormally her bills are due the 30th of each month (can fluctuate to days depending on how many days there are in the month)The August and September bills were delayedTherefore, Ms [redacted] did not receive these bills until they were able to generate beginning in late SeptemberBill service and due dates because of the billing delay are as follows: Service Dates Due Date 08/06/- 09/05/October 11, 09/06/- 10/05/November 12, 10/06/- 11/05/November 27, 11/06/- 12/05/December 1, (back on schedule at this point) On September 14, 2014, Ms [redacted] called in inquiring about the billing on her accountDuring this conversation she also referenced that she had received a letter informing her of the delayed billingShe again called on October 6, and was advised by the Customer Service Representative that her next bills would be sent close together in order to get the billing back on track On November 9, 2014, Ms [redacted] called in and spoke with Customer Service to discuss billing options along with other account information On November 10, 2014, our Financial Services group reached out to Ms [redacted] by leaving a message and text on a separate issue of automatic payments being delayed and cancelled for that one monthShe was advised that the payment for that month would need to be made manuallyFinancial Services left a note on the account to have her transferred to their department if she called back regarding their messageLater that day, Ms [redacted] spoke with Financial Services and we credited her account for one month of service, in the amount of $204.10, due to the billing issues on her accountThis would have been the interaction where she was asked if she wanted to make a payment at that time On November 13, 2014, Ms [redacted] was transferred by Customer Service Representative to Financial ServicesThis is most likely the occasion where the representative read the previous note on the account and transferred Ms [redacted] in errorPlease extend our apologies for the misunderstanding On November 19, 2014, Ms [redacted] called and spoke with Customer Service and her current billing was explained On November 28, 2014, Ms [redacted] called and spoke with Financial Services about her balance and due date which was provided I do show that we sent Ms [redacted] two messages regarding automatic payments for the $that was processed as an automatic payment for November 27, One message was sent stating this would be processed on November 27, Another message was sent stating $would be withdrawn on December 1, when the new bill was generatedThe automatic payment was processed once on November 27, An automatic payment was not processed on December 1, Again please let Ms [redacted] know how sorry we are regarding this confusion and the unexpected withdrawal from her account on November 27th because of it Ms[redacted] I am truly sorry for any inconvenience and frustration this had caused Ms [redacted] I would also like to apologize if we did not communicate this information in a clear manner in our interactions with herIt is unfortunate that this experience has her looking at alternatives for her wireless provider, and we hope to gain her trust in us again going forward Should Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

After years with US Cellular, I needed to switch providers because I was going to travel the country and needed a wider coverage area which US Cellular could not provide My last bill was paid through automatic online bill pay, and I moved on All previous payments and communications were done via email and through my on-line US Cellular account One day, about months after closing my account, I received a call from a collection agency saying that my US Cellular payment was past due I was able to immediately logged onto my account at US Cellular and see a bill for approximately $under the item "Other" I called US Cellular customer service, and they were unable/refused to tell me what the charge was for since it had already been sent to collections I never received a bill, email, or any other means to communicate this bill US Cellular stated I'd have to ask the collection agency the details of the charge Of course, the collection agency was unable to give me any information, except that if I paid it immediately through them, it would not hurt my credit score So, I just paid it, but I have no idea what I paid for I would have liked to look at my contract and see what my terms were and if I was charged appropriately, but I had no details I'm a year customer and was treated rudely on the phone Instead of US Cellular sending multiple emails asking why I left US Cellular, maybe they should have sent me a inquiry regarding my "overdue bill" to that same email address I've never been sent to a collection agency in my life, I had no idea I had not paid the charge, and to top it off, I don't know why I ended up paying $to US Cellular

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

August 31, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Tevan [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] ’s complaint where she states she felt [redacted] to from the beginning of the start of her account and with the confusion surrounding how she would receive her contract payoff rebates so she could pay your previous provider First, I would also like to let Ms [redacted] know that we appreciate her honest feedback regarding the customer service or lack thereof that she experienced when dealing with this issueCustomer satisfaction is and has always been our company’s primary goalI would like to extend a heartfelt apology for all the frustration she has experiencedFor this I cannot apologize enoughPlease know, it is never our intent to make things more difficult for our customers but rather quite the contrary I am truly sorry that the payoff rebate wasn’t explained to Ms [redacted] and that she has had to call in for both of the credits that were app [redacted] to the account for the full payoff amount of $I am relieved however to see that Ms [redacted] ’s account has been credited the full amountI also have checked the status of the actual rebate payoff on our website and see that she will be receiving cards for $eachI hope that the double adjustment would cover the inconvenience of her having to follow up on this issueMs [redacted] can check the status of her rebate card at our website or by clicking on the following link http://uscellular.rewardpromo.com/Results.aspx I also see that on 3/23/Mr [redacted] spoke to our Technical Department regarding receiving the incorrect device due to a warranty exchange and the issue was sent to a supervisorThere may be times that we do not have a supervisor to take the call immediately, at those times the issue is escalated to a supervisor resulting in a follow up call with the customerThose return calls can take up to business hoursMs [redacted] called back on 3/24/and was then transferred to a supervisor, which negated the original request for a supervisor As much as I do understand the level of frustration that the [redacted] s have experienced since they started their service with U.SCellular, we have made every attempt to correct those issuesWe would not be able to allow the return of any devices since we are outside of the day excellence guarantee periodWe do not want to lose Ms [redacted] as a customer, however if the service is canceled the remaining amounts owed on each phone would be valid and would not be eligible for any time of waiver Should Ms [redacted] have any additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] C Customer Resolution Support U.SCellular® Tell us why here

Initial Business Response / [redacted] (1000, 10, 2014/02/14) */ February 14, Revdex.com of Chicago Attention: Ms [redacted] 330N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customers Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting USCellular in reference to the above accountWe are in receipt of Ms [redacted] complaintMs [redacted] stated that she had contacted us numerous times and spent ½ hours on the phone trying to cancel her accountMrs [redacted] also stated that neither of her two zip codes worked as verification when trying to port her number to a different providerMs [redacted] also mentioned she had been experiencing issues with her cellular serviceWe truly value Ms [redacted] business and are [redacted] to review her concerns Mrs [redacted] we regret to hear Ms [redacted] has spent long periods of time addressing her concerns with our company; we understand her time is valuableWe have reviewed Ms [redacted] account and we will provide information that we hope Ms [redacted] will find helpful Our records indicate that Ms [redacted] had two addresses listed on her account, one listed as a contact address and one listed for her billing addressMs [redacted] would have been experiencing service issues due to the address she was residing at is out side of the U.SCellular coverage areaThis would have caused conflicting information when Ms [redacted] attempted to port out her number from USCellularOur records indicate that Ms [redacted] has since ported out successfully from USCellular servicesWe also are showing that Ms [redacted] was not billed any early termination fees due to her recent cancelation of services At USCellular we value customers and wish them to have the best services possibleWhich is why we advised Ms [redacted] with the current area she resides that USCellular services [redacted] not be the best coverage for her Ms [redacted] I sincerely apologize to Ms [redacted] for the issues she experienced with while being a customer with usWe appreciate having serviced her for twelve yearsShould Ms [redacted] have any additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXXAssociates are available daily from 6:am to 11: pm Central Standard TimeThank you for your time Sincerely, [redacted] H Customer Resolution Support USCellular

Initial Business Response / [redacted] (1000, 10, 2014/04/26) */ April 26, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] complaint regarding U.SCellular's billing systemMs[redacted] states that she has encountered very bad billing mistakes and has spent numerous hours on the phone to get the bill correctedMs[redacted] says that U.SCellular has deducted money from her account and credited other accounts without her permission and we did not send any notifications about these changesMs[redacted] says that when U.SCellular realized the mistake, we added additional money to her bill because we deducted an unauthorized amount in the first placeMs[redacted] is requesting that U.SCellular straightens out our billing and accounting procedures and stick with the amount that we say is owed on the billing statements I recognize the frustration that Ms[redacted] has expressed in her complaintI understand how confusing a billing statement can be and the frustration that Ms[redacted] was caused by any billing errors that [redacted] have occurred on her accountI want Ms[redacted] to know that we strive to provide our customers with correct billing statements in a timely mannerWe are continuously working to stabilize our systems and we strongly regret any inconveniences that we have caused in the processI will be [redacted] to further review Ms [redacted] account to further address her concerns about the billing errors she has mentioned in her complaint I have reviewed Ms [redacted] account and I noticed that there were two payments that were applied to her account in error through our retail store on November 16, for the amounts of $and $These payments did not belong to Ms [redacted] account and were removed and applied to the correct accountThe payment in the amount of $was removed on December 18, and the payment in the amount of $was removed on January 13, When these payments were removed from Ms [redacted] account, we did send letters through the mail to notify her of these changes and their impactsI noticed that, as a courtesy due to the mix-up, we waived the Restore from Suspend fees that Ms[redacted] received due to her service being suspended for non-pay on December 19, I truly regret any inconveniences that Ms[redacted] was caused by this mistake Other than the misapplied payments, there were no other billing errors that occurred on Ms [redacted] accountI noticed that Ms[redacted] has canceled her account through port-out requests since sending this complaintI truly regret that we did not get a chance to resolve any other concerns that Ms[redacted] had that resulted in her ending her service with usMs [redacted] final billing statement will go into processing after [redacted] 12, 2014, which will be printed and mailed to the billing address we have in our recordsI hope Ms[redacted] will find the information I provided helpful Ms[redacted] I greatly appreciate your time and the opportunity to assist with Ms [redacted] concernsI hope that if we can ever meet Ms [redacted] needs in the future that she would give us another chanceShould Ms[redacted] have additional questions or concerns, she [redacted] contact our Customer Service Department by dialing XXX-XXX-XXXX from any phone Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because there was no concern for me, the customer, over a one year+ period in order to correct any concerns that I repeatedly called about Final Business Response / [redacted] (4000, 14, 2014/05/08) */ [redacted] 8, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI have received the additional correspondence for Ms [redacted] complaintIt shows that she did not accept our response to her initial complaint because she states that there was not concern for her 'over a one year plus' period of calling to correct repeated concerns Ms[redacted] I can certainly understand how time consuming it can be to try to resolve an issue with an accountWe at U.SCellular never want our customers to have to spend any extra time to have to try to resolve an issueWe strive to ensure that our bills are accurately sent out to our customer the first timeWe do understand that there will be times when an issue [redacted] need to be resolved and a call to our Customer Service Department will be necessaryFor these times, we hire knowledgeable associates to limit customer wait times and address our customer needs accurately and in a timely manner I regret that Ms[redacted] did not feel that we had any concern for the time that she has invested to resolving the inquiries she has hadI want her to know that we certainly do not take her time lightlyWe know that her time is important and can certainly be spent doing other thingsWe appreciate each time that she reaches out to us and allows us the opportunity to address her concerns In recap of our previous response, I show that the error that occurred on Ms [redacted] account was for misapplied payments to her accountI show that the payments were properly moved to the correct account and removed from Ms [redacted] accountIn addition, we adjusted the Restore from Suspension fees that were caused by this from her accountAs from our previous response, I once again, apologize for the inconvenience and for any frustration that has been caused Ms[redacted] I hope that this response will be helpful in showing Ms[redacted] that we do have a genuine concern for what she endured during this last yearWe never want to be the cause of any negative feelings for our customers and I hope that Ms[redacted] and accept our apology While we are sad to see that she decided to leave U.SCellular, we certainly wish her well with her new wireless carrierWe hope that should her wireless needs change in the future that she [redacted] consider U.SCellular for her wireless needs once moreShould Ms[redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular(r) Final Consumer Response / [redacted] (2000, 16, 2014/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to thank US Cellular for their response and hope that they have corrected their billing issues to save time and frustration to other customers

Truly awful customer service I called US Cellular twice tonight The first call I was on hold for over an hour and as soon a I heard a ring I got disconnected I called later, hoping for a less busy line I waited minutes this time, got connected, gave my phone number and got disconnected again I try even a third time just after locally after seeing the line was open until and received a recording that it was after their business hours The US Cellular call center could not possibly be run any worse than it is