US Cellular

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

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint about not being able to resolve a billing issue when he had ordered a phone and the wrong phone had been sent to him. Mr. [redacted] had stated in his complaint that he had paid $369.25 for the phone and was having a hard time getting the charge credited back to his credit card. He also stated that he had gone to one of our stores and that the store was too busy to return the wrong phone so they told him to return the equipment and gave him back the phone that had been ordered in error. Mr. [redacted] said he had to make a trip to a different store location so they could give him the return label and they were able to pack the phone for him where all he had to do was stop by the Postal Service so it could be returned. Mr. [redacted] also said he made two phone calls to U.S. Cellular trying to get a credit for the $369.25, but that the refund did not happen so he disputed it with his banking institution and they were able to get that taken care of but that the charge had been added to his current bill and he feels like he has over paid and that his bills have been inconsistent. Mr. [redacted]'s desired resolution is to get the $369.25 charge off from his current bill and stop being overcharged.
Ms.[redacted] I will be [redacted] to research Mr. [redacted]'s account to see what I can do to help him. I want to apologize to Mr. [redacted] for his billing issue taking this long to get resolved and for the inconvenience he was put through at the first store he visited where he had to make a second trip to a different store to be able to get the return label that was needed so he could return the phone that was ordered incorrectly.
Customer satisfaction has always been our company's primary goal. We strive to provide all of our customers with the ideal experience in all dealings with our company. I recognize that we did not meet these expectations when this issue was not resolved in a timely manner and when Mr. [redacted] mentioned in his complaint that he had to go to two different stores so he could get what he needed to be able to return a phone that was mailed in error. I am so truly sorry for all this inconvenience and frustration that these issues had caused Mr. [redacted].
Ms.[redacted] in my research I was able to find out that the charge has been removed from Mr. [redacted]'s account and we have credited a total of $390.34 which shows him having a credit balance of -$100.01 in his favor and we sent him notification that this issue has been resolved with a breakdown of what he could do to keep a constant monthly balance and not have it be inconsistent.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
Final Consumer Response /* (2000, 12, 2014/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will keep monitoring our account but so far U.S. Cellular has:
1. Removed the charge for the wrong phone from our bill.
2. Provided an appropriate credit to our account. 3. Explained what the cost of our plan should look like from this point forward.
It took almost 3 months to resolve this. We appreciate your help with this matter Revdex.com and will re-open the case if we feel that U.S. Cellular is not following through with their billing agreement.

Initial Business Response /* (1000, 10, 2014/10/01) */
October 1, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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


Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. [redacted] complaint wherein she states she wanted to port her existing number over to the new device purchased at[redacted]. Ms. [redacted] states after the 24 hour wait time she was told to visit her local U.S. Cellular store, only to be told she had to call in to Customer Service. Ms. [redacted] states that from their Customer Service she was informed that she would have to complete the request at her local U.S. Cellular location.
We have reviewed [redacted] concerns. Unfortunately, we are unable to process this request at this time, as the account number or cell phone information provided on the complaint does not match our account records. Because we value the security of our customers' information, we will require the correct account number or cell phone number as listed on the account for verification purposes. You [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we [redacted] proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2014/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No solution provided. Response requested account number. My account number is XXXXXXXXX. Also after submitting the complaint I returned to a store to finish the port process which took another 30 to 45 minutes. So total I have 2 to 3 hours involved in getting this contract. And I still don't know the exact amount if my monthly bill and still can't see if I received the $100 bill credit advertised by[redacted]
Final Consumer Response /* (4200, 16, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution proposed. I feel that U.S. Cellular need to better train or be responsible for the actions of the Kiosk locations (Grants Pass, OR[redacted]) They were very deceptive in explaining the contract, and fees associated, as well with setup of phone, and coverage of voice and data (my phone is generally roaming????What's up with that?) and then were unwilling to help at all in explaining what needed to be done and could not provide any explanation as to the fees, etc... Also Wasn't not told or made aware that my first bill would be over $100 (so much for not hidden fee, blah blah....), was not made aware of the fact I had to go in to have phone program, (thanks for the sympathy, I did get the port taken care of), And then when I asked for help they basically said I could just return the phone. I understand nothing will probably ever come of this, however as a company that relies on customers, this is not the way to start a new contract, now I do not feel I can trust this company or anyone speaking on their behalf.
Final Business Response /* (4000, 18, 2014/10/17) */
October 17, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms. [redacted]:
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint wherein she states no solution was proposed for her. Ms. [redacted] states that U.S. Cellular should either train or be more responsible for the actions of the U.S. Cellular Kiosk locations. She is stating that they were deceptive and unwilling to assist her with explaining the contract, additional fees, setting up the phone, and Ms. [redacted]'s coverage. Ms. [redacted] also states that on her first bill she was not made aware that it would show a higher amount. Ms. [redacted] stated she cannot trust U.S. Cellular as a result of her experience thus far. Ms. [redacted] is requesting that she receives a reason for retaining her service with U.S. Cellular.
U.S. Cellular understands how unsettling it is to not feel confident with the customer service that you received thus far. I sincerely apologize for all the frustration and inconvenience Ms. [redacted] has endured. Customer satisfaction is always our primary goal and to hear that your experience has left you questioning our resolve I am sorry. U.S. Cellular prides itself on keeping our customers [redacted]. I will be honored to research the account and provide additional information that Ms. [redacted] might find helpful.
While researching the account I discovered that on September 25th 2014 a U.S. Cellular retail agent called in regarding the new service for Ms. [redacted]. I see noted that the retail agent spoke to one of our Customer Service representatives and was informed about the length of the contract, bill cycle date, prorated charges, deposit and the activation fee. The retail agent at this time was to relay the information to the customer. I apologize once again if no information was relayed back to Ms. [redacted] on that day, had the information been relayed back to Ms. [redacted] she would've had the correct expectations for her service and her bill.
In closing, it is regrettable that Ms. [redacted] wasn't well informed regarding the new account with U.S. Cellular. As a result of this I have taken liberty of processing a credit of ($25.00) for Ms. [redacted] to help compensate her for the customer service experience she has received thus far. I hope that this goodwill gesture will start to restore her confidence with our company once again.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/02/14) */
February 14, 2014
Revdex.com of Chicago
Attention: Ms. [redacted]
330N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX

Dear Ms. [redacted]
Thank you for contacting U. S. Cellular in reference to the above account. We are in receipt of Ms. [redacted] complaint. Ms. [redacted] stated that she had contacted us numerous times and spent 17 ½ hours on the phone trying to cancel her account. Mrs. [redacted] also stated that neither of her two zip codes worked as verification when trying to port her number to a different provider. Ms. [redacted] also mentioned she had been experiencing issues with her cellular service. We 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 valuable. We 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 address. Ms. [redacted] would have been experiencing service issues due to the address she was residing at is out side of the U.S. Cellular coverage area. This would have caused conflicting information when Ms. [redacted] attempted to port out her number from U. S. Cellular. Our records indicate that Ms. [redacted] has since ported out successfully from U. S. Cellular services. We also are showing that Ms. [redacted] was not billed any early termination fees due to her recent cancelation of services.
At U. S. Cellular we value customers and wish them to have the best services possible. Which is why we advised Ms. [redacted] with the current area she resides that U. S. Cellular 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 us. We appreciate having serviced her for twelve years. Should Ms. [redacted] have any additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Associates are available daily from 6:00 am to 11: 00 pm Central Standard Time. Thank you for your time.
Sincerely,
[redacted] H.
Customer Resolution Support
U. S. Cellular

Initial Business Response /* (1000, 10, 2014/09/09) */
September 9th, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint wherein he requests to be released from his contract with us due to service and reception issues. Mr. [redacted] states that he was told that his service would work everywhere, including out of state. Mr. [redacted] states that he notified us about his service issues after two weeks, and that we advised him to troubleshoot his phone. Mr. [redacted] states that the troubleshooting did not resolve the reception issues, and that we then sent a replacement device to him which also did not resolve the reception issues.
Mr. [redacted] states that we are attempting to hold him to his contractual obligations when he has requested to be released from them, and that the poor quality service does not stem from the equipment he is using, but rather from the quality of our network. Mr. [redacted] asks to be released from his contract without penalty, and requests that other people join him in a class action lawsuit against U.S. Cellular.
U.S. Cellular understands how important it is to have good coverage in all of the places in which you use your phone. We work diligently to maintain service in the areas we cover, and we partner with major carriers to provide service in places where we do not own towers so that we [redacted] provide nationwide coverage to our customers. U.S. Cellular also makes its coverage maps available both in store and online, so that customers can make an informed choice about their service. We do not operate towers in all states, and many areas are covered by our partnership with other carriers. We cannot guarantee the quality or reliability of service in these areas of partner coverage.
The verbiage included in our Terms and Conditions states: You understand that Service [redacted] be interrupted or unavailable due to atmospheric or topographical conditions, governmental regulations or orders, or system capacity limitations. Representations of coverage by U.S. Cellular or its agents are not guarantees." By signing the contract with us, customers acknowledge that they have received a copy of and agree with U.S. Cellular's Terms and Conditions.
In an effort to give our new customers time in which to fully experience our network quality, we offer a 15 day guarantee. During this time, the equipment can be returned and the services cancelled without penalty should the customer determine that U.S. Cellular service will not meet their needs. We also do our best to work with our customers to ensure that any difficulties they [redacted] have with our service are not a result of defective equipment. This is why we worked with Mr. [redacted] to troubleshoot his device, and also sent a replacement when we believed the issue was caused by the equipment he was using. This was not done in an effort to hold Mr. [redacted] in service against his wishes, but rather it was an attempt by us to make sure that he was receiving the best quality service we could provide.
I see that Mr. [redacted] spoke with one of our associates today, September 9th, 2014, and we agreed to release him from his contract in exchange for the return of his device. While the 15 day guarantee window has passed, we do not wish to keep Mr. [redacted] under contract when the service does not meet his needs, and we are [redacted] to make an exception for him. We have sent a return kit to the address we have on record, which Mr. [redacted] can use to ship the equipment back to us. We will also need to receive the original device which Mr. [redacted] exchanged with us on September 5th, 2014.
I hope that this arrangement meets Mr. [redacted]'s needs. I sincerely appreciate the opportunity to review Mr. [redacted]'s account and provide information that I hope is helpful to him. Should Mr. [redacted] have any additional questions, he [redacted] contact our Customer Service Department by dialing (XXX) XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

US Cellular provided me service for 5 years. I never missed a beat when it came to paying them for their services. My last plan provided me 5gb of data of which only allowed 200mb of "roaming data". Generous huh? As a driver needing a phone for not just a phone this was an issue. If you exceed your "roaming data" 3 times in a life time, they kick you to the curb. Yup they terminate your data immediately and throw the rest of it out within about a 14 day period of time. Now having to have had to take up service with someone that can over the service I need with all the start up fees and todo's, I was continually paying down the balance to them diligently, at the same time staying current with my new provider when they sent my balance of $80 into collections. [redacted] I'd not recommend these folks to my worst enemy at this point based on there poor ethics and lack of loyalty.

December 30th 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.  We are in receipt of Mr. [redacted] complaint regarding his account balance.   Mr. [redacted] states that in October of 2016, he transferred his service over to another wireless provider. Mr. [redacted] states that in November, he paid what he was advised, was his final bill of $200.41. Mr. [redacted] states that he has since received a revised final bill in the amount of $114.02. Mr. [redacted] states this bill is unacceptable.   Mr. [redacted] desired resolution is to have his U.S. Cellular account balance zeroed out and his credit to not be affected. Mr. [redacted] states that once this is done, he wishes to never be contacted by U.S. Cellular again.   Customer satisfaction is our company’s primary goal. I would like to apologize for any frustration Mr. [redacted] may have experienced regarding his account balance. I have thoroughly researched his account.   I find that on October 19th 2016, Mr. [redacted] cancelled his U.S. Cellular account. At the time of cancellation, Mr. [redacted] was in contract until November 6th 2017. As such, cancelling while under contract, will incur an Early Termination fee. This fee appears on the final bill after the account is cancelled.   I see that on November 15th 2016, we received Mr. [redacted] payment of ($200.41). This left his account at that time with a zero balance. This payment covered his past due balance of $101.90 and current charges of $98.51. Mr. [redacted] past due balance was for service dates of August 28th through September 15th. Mr. [redacted] current charges were for service dates of September 16th through October 15th. These two bills incurred while Mr. [redacted] U.S. Cellular service was still active. Therefore was and owed. We thank Mr. [redacted] for his payment.   Mr. [redacted] final bill generated for $114.02. This bill covers service dates of October 16th through October 19th. This bill includes his $183.03 Early Termination fee, minus ($69.01) prorated credit for cancelling his service. This leaves a final bill of $114.02. This bill is valid and owed. With that being said, we will continue to reach out to Mr. [redacted] in an attempt to collect.   We would like Mr. [redacted] to understand, when a balance is left unpaid on a cancelled account, the account will follow down the normal collection path. This normal collection path may include being assigned to an outside agency for collection. I would not want that to happen to him. If Mr. [redacted] is unable to make his payment right away, our Financial Services may be able to offer him payment options to ensure your account remains in-house. Mr. [redacted] may reach our Financial Services directly at [redacted].   We have reviewed Mr. [redacted] complaint. While we are extremely sympathetic to this situation, Mr. [redacted] account merits no adjustments.   Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted].     Sincerely,     [redacted] Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 10, 2014/11/20) */
November 19, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXX-XXX-XXXX
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. In the complaint Mr. [redacted] addresses U.S. Cellular's 15 day Service Guarantee along with issues and concerns around data usage and his attempts to have these issues resolved.
I definitely understand the need to understand your data usage and I apologize for any frustration this [redacted] have caused Mr. [redacted]. I am more than willing to review the account and share any information I can.
First I would like to address our 15 Day Excellence Guarantee. U.S. Cellular does allow a 15-Day Excellence Guarantee or Subscriber's Remorse this allows our Customers to try our network and equipment without risk for the first 15 days. It is designed to allow the customer to discontinue service without penalty within the first 15 days if the performance of our network or devices is not want was desired, or if the customer simply changes their mind. Once past the 15 days any penalties or applicable fees would apply if the services or terminated early.
In reviewing Mr. [redacted] account I see he has our Shared Connect 4GB offer with two cell phones and a router. This offer gives him unlimited minutes and messaging and 4GB of data to be shared with the three devices. On October 8th I see a message was sent to all the devices warning that 75% of the data allocation had been used. On October 9th Mr. [redacted] did speak with a Customer Service associate concerning the usage. At that time our associate submitted a research request to have our Customer Resolution Team review the data usage. The associate at that time added an addition 2GB of data for the month as a goodwill gesture to help cover any possible overage. This would allow a total of 6GB of data usage for the period from the 22nd of September through the 21st of October. On October 10th our Resolution associate received the research request and at that time, due to the additional 2GB determined the usage was not over and notated the account advising we would need to wait until the billing cycle closed to see what the usage was at that time. I do not see any notation of a call to Mr. [redacted] at that time. The statement pertaining to the period mentioned above posted on October 22nd. This statement reflected a total data usage of 6.13 GB. Due to the usage exceeding the 6 GB an additional GB of data was added for $15. On October 29th Mr. [redacted] contacted our Customer Service again, in reference to the data usage and to inquire about any penalty fees associated with cancelling the account. At this time our associate advised him that the first research request had been closed and why. The associate entered a new research request at that time. On October 30th our Customer Resolution Team reviewed the data usage on the account and found the line ending 5142 had used 5.978 GB and the line ending 9524 had used .128 GB. At this time our associate made an attempt to contact Mr. [redacted] on the line ending 5296 and didn't receive an answer. It is notated a message was left on voice mail asking for a return call. Due to privacy regulations we are not able to view applications being used or web sites visited by our customers. We can only review the data amounts transferred during any given session. The associated had notated the account with this information and also with recommendations to share with Mr. [redacted] to help determine what is using the data. The associate also applied credit of $15 to the account to cover the additional cost of the data overage as a courtesy to the customer. There has been no other communication with Mr. [redacted] since October 29th.
After reviewing all the information we would not be able to cancel the account without penalty. I regret that Mr. [redacted] has experienced any frustration from this and we will do all we can to help him find a solution to the data usage. We appreciate Mr. [redacted]'s suggestion about extending the Excellence Guarantee to 30 days as well. We always welcome our customer's comments. This is what helps us determine the offers and promotions we provide.
Thank you for allowing me the opportunity to respond to Mr. [redacted]'s concerns. Should he have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX, we are here 5am-11pm Central Standard Time and always willing to help.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/04/30) */
April 30, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

N/A
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms.[redacted] correspondence. I am more than happy to access the account so we can resolve her issue.
Ms. [redacted] I can certainly understand how frustrating it would be for Ms.[redacted] to call when she is having issues and not receive a resolution for those problems. I am truly sorry for any inconvenience this matter may have caused.
We have reviewed Ms.[redacted] concerns. Unfortunately, we are unable to process this request at this time, as the customer information provided on the complaint does not match our account records. Because we value the security of our customers' information, we will require the Accountholder or and Authorized User contact U.S. Cellular. They may do this via the Revdex.com or by contacting our Customer Service Department directly at[redacted] or 611 from their U.S. Cellular phone. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

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

Initial Business Response /* (1000, 5, 2015/03/05) */
March 5, 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(r) in reference to the above account. We are in receipt of Mr. [redacted]' correspondence. He states that he was quoted a $155 monthly bill. That his first bill was $400 and that after paying half of it we established a payment arrangement that Mr. Stockhus did not agree to, causing the account to get suspended when he was unable to make the payment. Additionally, he states that one of our Financial Services manager refused to help him by advising Mr. [redacted] that he needed to make a payment of $145 to resume service and that our Financial Services manager hung up on him after repeatedly asking Mr. [redacted] why we should help a new customer.
Ms.[redacted] we understand how important it is to stay in touch with friends and family, especially when there are young children depending on our customers' ability to be reached at any time. I am [redacted] to help!
Ms.[redacted] when Mr. [redacted] inquired about his plan and started an account with us on December 12th, he chose a 10 gigabyte Shared Data plan that was at that moment at a promotional price, and breaks down as follows:
10 GB Shared data $90.00
2 Smartphone Connections $80.00 ($40 each)
Device Protection+ for both devices $17.98 (8.99 each)
Installment for 1st Device $15.00
Installment for 2nd Device $12.50
Device financing discount $-60.00
TOTAL $155.48
(All prices are before fees/taxes)
The plan price will drop to $127.98 when all of the installments are collected.
Mr. [redacted] ordered the two financed devices on December 12th, 2015 effectively starting a tentative account that day and finally activated them on December 15th, 2014, which is the date we started to bill him.
Ms.[redacted] we want to extend our most sincere apologies to Mr. [redacted] since we show that initially we did inadvertently use the non-promotional pricing of $100 for the 10 gigabytes Shared Data offer. Additionally, we did erroneously bill Mr. [redacted] a $40 device activation fee
.
On February 28th, 2015, we credited Mr. [redacted] the $20 ($10 x2 months) difference and corrected our provisioning error while on a separate interaction initiated by Mr. [redacted]. We have also added a new credit for the incorrectly billed $40 device activation fee.
Mr. [redacted] First bill was printed and mailed on January 14th of 2015 on the total amount of $393.36 (fees & taxes included) and it was due by February 8th, 2015. Once you include the credit of $21.10 and $44.71 (tax included) his First Bill balance should have been $327.75.
Since Mr. [redacted]' devices were ordered on 12/12/15, his billing cycle starts on the 14th of the month and ends on the 13th of the following month. Because the devices were activated on February 15th, 2015 (one day after his bill cycle start date) a bill for the month of December was not generated. Mr. [redacted] first bill included services rendered from 12/15/2014 through 2/13/2015.
Mr.[redacted] we show that on January 30th we received a call from Mr. [redacted] inquiring about the $393.36 first bill, and that one of our associates explained the proration and how it effected the balance of the first bill. Unfortunately, we were unable to identify at that time that we had erroneously placed Mr. [redacted] on the $100 offer and charged him a device activation fee.

On February 20th, 2015, 12 days after the due date on the bill and while on a generous grace period, we received a payment from Mr. [redacted] on the amount of $196.68 that applied towards the balance, and during that same interaction, Mr. [redacted] set up a payment arrangement for the remaining $196.58 that was due by February 27th, extending the grace period for an additional 7 days.
By February 28th, after not having received the payment that we had arranged, Mr. [redacted] services were suspended, which prompted him to call us. Mr. [redacted] did state that day that he needed another 6 days until he got paid and was able to make the payment. He was advised during that interaction that he needed to pay the remaining balance of $145.64 in order to resume services. Mr. [redacted] escalated the call to a Financial Service supervisor.
Mr. [redacted] was then advised by our Financial Services supervisor that no more extensions would be given since we had reached the maximum possible extension time. After the supervisor made it clear that we could not extend his debt any longer and seeing that Mr. [redacted] continued to insist on another exception, our Financial Service supervisor realized we had reached an impasse [redacted] advised he would release the call. Mr. [redacted] placed 4 more calls after that, and upon being advised we needed the $145.64, he made a payment, successfully resuming his services. Once services were resumed, our system will charge a penalty of $25 per line for a suspension due to non-payment for a total additional charge of $50.
Ms.[redacted] We absolutely appreciate Mr. [redacted] for choosing to return his business to U.S. Cellular. Even if the first bill balance would have been printed correctly on the amount of $327.75, Mr. [redacted] payment of $196.68 would have left an unpaid balance of $131.07 on the account.
Ms.[redacted] all of our company members receive extensive training on their role. We know, unfortunately, that provisioning mistakes can be made, but work hard to repair the issue and keep it from happening again in the future.
We waived Mr. [redacted] suspend for non-payment fees for the amount of $50 and with that final fee reversal and by allowing a 20 day extension on a first bill, we feel that we have done everything we could to help Mr. [redacted] We understand how hard it is to stay above water during tough economic times, especially with 3 young children. We wish Mr. [redacted] nothing but the best and we are [redacted] to have him as a customer!
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX, 7 days a week from 6am to 11pm.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

August...

31, 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]
Tevan [redacted]


Thank you for contacting U.S. Cellular in reference to the above account. I 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 issue. Customer satisfaction is and has always been our company’s primary goal. I would like to extend a heartfelt apology for all the frustration she has experienced. For this I cannot apologize enough. Please 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 $240.00. I am relieved however to see that Ms. [redacted]’s account has been credited the full amount. I also have checked the status of the actual rebate payoff on our website and see that she will be receiving 2 cards for $120.00 each. I hope that the double adjustment would cover the inconvenience of her having to follow up on this issue. Ms. [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 3/23/16 Mr. [redacted] spoke to our Technical Department regarding receiving the incorrect device due to a warranty exchange and the issue was sent to a supervisor. There 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 customer. Those return calls can take up to 48 business hours. Ms. [redacted] called back on 3/24/16 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.S. Cellular, we have made every attempt to correct those issues. We would not be able to allow the return of any devices since we are outside of the 15 day excellence guarantee period. We 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.S. Cellular®
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
 
All I want to do is make your customers happier and help your business grow.

Initial Business Response /* (1000, 10, 2014/02/28) */
February 27, 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
Cory [redacted]
Dear [redacted]:

Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt Ms. [redacted]'s complaint in which she states she is having a major issue with confusion surrounding her bills with U.S. Cellular and when she calls to get clarification no one is able to provide her with clear understanding of what the charges are for. Ms.[redacted] desired outcome is for us to understand that she feels the confusion caused by unexplainable charges and inconsistent bills, as well as the lack of clarification we have been able to provide is disrespectful and she wants better service and benefits.
I certainly understand Ms. [redacted]'s concern about receiving two bills in one month Ms. [redacted], especially if one is for an extremely high amount. It is also disturbing to hear that Ms. [redacted] states when she called to get clarification that no one including a supervisor was able to provide her with any understanding. I appreciate the opportunity to research this matter and get to the bottom of this for Ms. [redacted].
It is helpful to know Ms. [redacted] that this account has a cycle date of the 6th of each month, which means the bills show charges from the 6th of one month until the 5th of the following month. **ior to November 29th the account was charged $25.00 per month as it only had one tablet device which subscribed to 2 gigabytes of data. This account fell into non-payment on 10/16/13 as we had not received a payment for services since June 7th. This line was resumed on November 29th.
The December 6th statement showed a past due amount of $210.60 for the reasons mentioned above. It also showed a current charge of $708.03 which brought the total balance to $918.63 that was due by January 15th. The reason this bill was so high is because a second line of service was added on November 29th and a third line was added on December 4th. Both lines chose smart phone devices and the account shares six gigabytes of data. One of the phones was a penny while the other phone chose an i**one for $199.99 and enrolled in AppleCare +, which is Apple's extended care program that is a one-time charge of $99.00. The monthly service for two smartphones as well as a tablet on a six gigabyte shared data plan runs $170.00 per month before taxes and fees. There were a couple of errors on the December 6th bill that I discovered Ms. [redacted]. We charged the tablet device an Early Termination Fee and the line that was added on December 4th was placed on a separate plan for $109.99 per month. What the bill should have been with the additional lines, equipment as well as the AppleCare + is approximately $622.09.
On the next bill for the January 6th cycle, we credited back $306.82 for the Early Termination Fee as well as a resume from suspension fee that showed up on the January 6th bill. We do not see any payment made and the bill shows a past due balance of $611.81 as well as a current charge of $258.45. This month's bill should have been approximately $170.00 plus taxes and fees but as one of the lines was still on the incorrect plan that charged $109.99 per month this bill was higher.
The February 6th bill showed a payment of $191.49 as well as credits totaling $687.77. This bill also showed a current charge of $304.58 that is due by 3/12. This bill should have been approximately $170.00 before taxes as fees. The reason there are additional charges is that we changed the line which was on the incorrect plan to the correct plan on January 20th.
Looking over the last three bills I can understand why Ms. [redacted] is confused as well as frustrated, it took quite some time to make sense of them. Looking over the charges as well as the credits placed on the account I feel that we have credited everything that was necessary as well as provided some additional credit. What stands out to me is the past due that the account initially began with on November 29th when all the changes happened. Going forward the bills should be $170.00 before taxes and fees.
In closing Ms. [redacted], I certainly understand Ms. [redacted]'s feelings about receiving bills as confusing as these. The large bills certainly cause anxiety and frustration as well as caused Ms. [redacted] to invest a good deal of time and effort in trying to figure out what happened and we are sincerely sorry for that. The credit that was given in the amount of $687.77 has made up for the incorrect charges. Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/08/20) */
Response in attached PDF

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I called the number and they read the note and accepted my payment of $203.38 on 2/9/2016 approx 4:33pm.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/08/22) */
August 22, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted] complaint in which she states that one of the lines on her account cancelled due to receiving a work phone leaving a only a single line. The customer advises that she was quoted a price of approximately $60.00 a month for the remaining line. Ms. [redacted] explains that she has received two bills and they were between $82.00 and $88.00 and after calling into Customer Service the only explanation given was that she was quoted incorrectly.
We are very sorry to learn that Ms. [redacted] recent experience with us has not been positive business dealings. It was never our intention to cause our customer any frustration and appreciate the opportunity to review the account and provide information that I hope [redacted] be helpful.
On June 15th, 2015 Mr. [redacted] called in and spoke with one of our Solution Consultants in regards to cancelling his account. He explained that he would be receiving a phone through his employer and was unsure what he was going to do with his remaining line. At this time Mr. [redacted] was offered the 6GB Shared Data Plan with a 30% discount for 12 months. The cost of the 6GB Shared Data Plan is $60.00 and with the 30% discount would leave the monthly charge for at $42.00. The 30% discount is not a standard discount and can only be offered by the Solutions Team. On Shared Data Plans each line has a monthly connection fee. The standard monthly connection charge for a smartphone is $40.00. If the customer has Retail Installments on the phone, is eligible to upgrade the phone, or purchased the phone outright or from a third party the line qualifies for a discount off $40.00 monthly connection. On June 15th, 2015 when we spoke to Mr. [redacted] the remaining line was eligible to upgrade and considered customer owned equipment so the $40.00 standard monthly connection fee was eligible to be reduced to a $20.00 monthly connection fee. With the special 30% discount on the Shared Data Plan and remaining line qualifying for the reduced monthly connection fee the quoted cost of $62.00 was correct. There were no changes made to the account on this day.
On June 23rd, 2015 Mr. [redacted] contacted again spoke with our Solutions Teams to make the change to the 6GB Shared Data Plan for $60.00 with the special 30% discount that he was offered. During this call he also ordered a new Samsung S5 with his Reward Points using the eligibility on the remaining line. Now that the remaining line was is no longer eligible for a new phone and because the new phone was not purchased outright or with monthly Retail Installments this line did not qualify for the reduced monthly connection fee of $20.00. The remaining line on the customer's account is billed at the standard monthly connection fee for a smartphone of $40.00. The charge for the 6GB Shared Data Plan with the 30% discount along with the standard monthly connection charge for the smartphone of $40.00 does bring the customer's bill to $82.00 before taxes.
On August 15th, 2015 Mr. [redacted] called in to discuss his bill and it was explained to him that when he upgraded the phone this changed the monthly connection fee of the line and apologized that it was not explained better that when he upgraded on June 23rd, 2015 that he would still get the 30% discount off of the 6GB Shared Data Plan but would not be qualify for the reduced monthly connection fee. We did agree to discount the bill by $20.00 for the next 3 bill cycles. I do not see that we spoke with Ms. [redacted] during any of these interactions.
Should have additional Mr. or Ms. [redacted] have any questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There response does not solve the problem. The issue still remains that we were not told our bill would go up to over 80.00 a month after receiving a new phone. This is the fault of the business not us as the customer. Giving us a 20.00 discount for the next 3 bill cycles doesn't change the cost of the plan which is still out of our budget. We are still stuck with a cancelation fee or monthly bill that is out of our budget. Had we known how much this would have cost us in the first place we would have pursued getting a new phone plan elsewhere. Now we are stuck with US Cellular because we were lied to, and every time my husband calls he gets a difference story. Since US Cellular lied to us about the cost of our bill, we should not be the ones stuck with the extra cost of either the monthly bill or the cost of a cancellation fee. The cancellation fee should be waived as we are only looking to cancel our plan because we were lied to about the cost of our monthly bill. We have both been longtime customers (We have both only used US Cellular) and we have never had issues like this before.
Final Business Response /* (4000, 14, 2015/08/27) */
August 27, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number:[redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Account Holder:[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] rebuttal where she states the $20.00 for the next three bills doesn't change the cost of the future bills. The resolution she is seeking is for us to waive the cancellation fee on the account.
I am sincerely sorry that Ms. [redacted] feels that she was lied to about the cost of her monthly plan and now she is requesting to cancel the account without any penalty. By no means did we ever want to set improper expectations regarding the amount of the plan. I will be [redacted] to review the account further to see what other options we [redacted] have.
Upon further review of the account when we spoke with Mr. [redacted] on June 15, 2015 we offered the price of $62.00 per month with the intention of Mr. [redacted] keeping the same device. During that same conversation we also discussed other options such as upgrade and getting a new phone at discounted price versus getting a phone with a retail installment on the line, which could affect the monthly cost of the bill. Had the line not been upgrade the line would have still qualified for the $20.00 per month discount with a monthly bill price of $62.00 per month, but since points were used to upgrade the device that is what caused the line to lose out on that discount now making the monthly bill $82.00 per month.
Since once line was cancelled due to getting a device though their employer that has saved the customer $29.99 per month plus taxes compared to what they previously were paying on a monthly basis. Our documents show that before any plan changes were made that Mr. [redacted] called in and confirmed and agreed to the changes. Otherwise no changes would have been made on the account.
We have made an attempt to make things right by offering $20.00 off the monthly bill for three months and that was added to the most recent bill that is due on September 1, 2015. Mr. [redacted] agreed to take the offer of $20.00 off; therefore, we followed through and added it to the account. At this time instead of making a payment of $87.42 on September 1, 2015 the balance will be $25.19 due on September 1, 2015.
We have reviewed Ms. [redacted] complaint and at this time we will not be able to waive the early termination fee on the account as we have made it clear on what the customer will be receiving from us. At U.S. Cellular(r) we pride ourselves in highly ethical business practices, and we would never intentionally mislead our customer. I realize that Ms. [redacted] feels that she was misled, and I am sincerely sorry for any confusion and disappointment she has experienced with our company. We have followed through with applying the credit for three months of $20.00 off the bill and that offer was accepted. We understand that this resolution doesn't match what Ms. [redacted] is requested but we have done our best in both positions.
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, 2015/01/15) */
January 15, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint wherein she states that a representative informed her that she would be able to add two basic phones for only $3.07 plus taxes to her statement. Ms. [redacted] is stating that when she repeatedly asked the agent about the pricing they ensured her that due to the type of device the cost was significantly less. When Ms. [redacted] received her bill she stated that the amount shown was greatly increased compared to what she expected to pay for the month. She also states that when she made her call to one of our associates which were unable to assist her; she was transferred to a supervisor at that time. Ms. [redacted] is also stating that the supervisor informed her that the price she was told was regrettably was incorrect and agreed to waive the Early Termination Fee (ETF) for both lines. She then asked to receive the recording for that interaction which was unable to be found and was told she would receive a call back unfortunately the call was not made at the requested time. Ms. [redacted] stated that a representative was to setup a callback from a supervisor but instead hung up on her. She is requesting that she pay the price that was promised to her for her two new lines.
I can definitely understand Ms. [redacted]'s frustration and desire to have the price she was told. I will be more than [redacted] to research the account and provide assistance.
Ms. [redacted] first contacted us regarding her price plan on December 29th 2014 during the interaction she was told the price was $219.99 for four lines. At that time she requested to speak to a supervisor and was transferred to one. Ms. [redacted] requested to have the recording pulled up for referencing and was told will have to wait in order to have it pulled up. She was also offered to have her Early Termination Fees (ETF) waived once she returned the phones back to the store.
On January 6th 2015 she called and spoke to a representative stating that a supervisor was supposed to call her back and never did. Later that day the supervisor did speak with her informing her that we are still working to pull up that recording. On January 11th 2015 we were able to retrieve the recording that was requested, and during that interaction it was discovered that $219.99 was the price that was quoted and agreed to prior to submitting the order. It was noted on the account on January 13th 2015 that Ms. [redacted] wanted the supervisor to give her a call back regarding her contract information and an email was sent to the individual.
We have reviewed Ms. [redacted]'s complaint in have found that she did agree to the monthly price plan prior to receiving the two devices and activating them. I do apologize that this information was not relayed to Ms. [redacted] in a timely manner. However the $219.99 monthly price plan is correct. Regrettably at this time we cannot provide the two new lines at the requested price. The supervisor did offer to waive the ETFs and we will honor what was informed to you by the U.S. Cellular employee.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated the recording was found on [redacted] 11, but I called on [redacted] 13 and was told the recording had still not been found. I have yet to receive a call back from US Cellular about its status. During the [redacted] 13 call we requested an email stating that the ETF would be waived as they told us one price for the phone yet charged another price, so we felt we needed physical proof of this. We were told that they could not email us and would not email us, and then hung up on me. I will be returning the phones that we were lied to about the price. I would like to have the $40 activation fee refunded as well, as we never would have bought the phones at this price point.
I am in total shock that a company can get away with lying to a customer about the price of a phone and then charge another. I never got a chance to hear the recording and I do not believe that price was stated in it. I NEVER would have agreed to it.
Final Consumer Response /* (4200, 16, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The price I was quoted was never honored so I am unable to click yes to this being resolved, however, as long as the ETF's are waived, as well as the activation fee I will be somewhat satisfied. I also don't feel that I should have to pay for the full price of the month of service that we had. I never would have signed up for the phones if I had known that was the price. I feel that some kind of discount on that bill should be offered.
Final Business Response /* (4000, 18, 2015/01/27) */
January 27, 2015
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
[redacted]
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 wherein she states that the price she was quoted was never honored therefore she is feels she is unable to report her matter as resolved. She does state that with the Early Termination Fee(s) (ETF) waived as well as the activation fee waives she does feel some type of resolve. Ms. [redacted] also states that she shouldn't have to pay for her monthly service because she wouldn't have signed up for the phones if she was made aware of the regular monthly price. She would like a discount applied to her bill for the month that she had the lines active.
I am sincerely sorry for all the frustration Ms. [redacted] has experienced thus far with her new phones and service. I understand the importance of having the monthly price at the amount that was quoted to you and the service U.S. Cellular customers' comer to expect. I am [redacted] to look into this situation further for Ms. [redacted] and present her with some information I hope is helpful.
My research shows that Ms. [redacted] was given the offers of having her ETFs waived and activation fee waived due to the misinformation that was provided to her in an untimely manner. Regrettably no further discounts can be applied for this matter as compensation has already been given.
We have reviewed Mr. [redacted]'s complaint and find that an abundance of information has been provided to her regarding this matter as well as credits to the account, and respectfully request that this case be closed.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

May 2, 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. I am in receipt of Mr. [redacted]’s additional comments regarding his requests for resolution.

In his response Mr. [redacted] makes several references to my rebuttal response which I will be happy to address.

Mr. [redacted] states in his opening paragraph that he did not want a tablet or talk about a tablet during his wife’s visit to our retail location. While he was not present during the initial plan change, he did later contact the store to see if he could take advantage of that promotion to which we accommodated his request since he was now on a plan that offered that promotion. Mr. [redacted] did state in his initial email to me that he did want to take advantage of this promotion even though the transaction was done by him at a later date. As I stated in the previous rebuttal, this would not have been possible on his prior plan.

Mr. [redacted] also states that he was informed by the retail location that his wife was not authorized on the account stating the discrepancies that were given. As stated previously, our records show that Mrs. [redacted] was authorized on the account dating back to 2013 which superseded any limited authorization Mr. [redacted] provided on April 11th.  Per our policy, users are either fully authorized or not authorized, we do not offer options for limited authorizations on consumer accounts. In addition, customers must sign a contract for the plan change to show confirmation of the customer’s acceptance which Mrs. [redacted] did on that date.

In his most recent response Mr. [redacted] has now changed his requests from his original desired resolution.
There is certainly one thing that Mr.[redacted] and we can both agree. Neither one of us wants to see Mr. [redacted] move to another provider. While we cannot agree to his desired list of resolutions, I would like to offer an alternate resolution. If Mr. [redacted] can locate a different provider that can provide the same service, features and benefits that he is enjoying on his current plan OR prior plan for less money, and can provide written proof to the store Manager, Mr. [redacted], for review, we will match that plan price so that Mr. [redacted] can continue to have the peace of mind of having access to the best network in the industry. I do hope this will help to show that we are interested in keeping Mr. [redacted]’s business and are willing to provide the best benefits at the least expensive price.

Should Mr. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted]

Sincerely,

[redacted] H.
Customer Resolution Support
U.S. Cellular®

Initial Business Response /* (1000, 10, 2015/06/26) */
June 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: Thomas [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 the cancellation of one of his lines of service due to data roaming violation.
Mr. [redacted] states that he was terminated due to use of roaming data, that the maximum is only 250 megabytes per month. Mr. [redacted]'s desired resolution is to receive an explanation of why there is a limit of data roaming, but not for calls or text messages.
I can certainly appreciate Mr. [redacted]'s concern regarding this matter. I can certainly understand how confusing it may be to have your Smartphone line terminated for data roaming violation, but yet your Feature phone line (which doesn't use data), remain active. In response to his concerns, I will be honored to review his account to address this matter and provide additional information he may find helpful.
We respectfully ask that Mr. [redacted] understand, the U.S. Celluar guidelines for roaming are that at least 50% of our customers monthly usage (voice and text message) must be in U.S. Cellular licensed markets and no more than 200 megabytes of data usage in any given billing cycle may be used in U.S. Cellular's non-licensed markets.
This information is included in our Customer Service Agreements that our customers; including Mr. [redacted], agree to when entering into a new 2 year contract with us. This information can also be found on our website by clicking the "Legal" hyperlink at the bottom of the page and then clicking on "Customer Service Agreement" in the "Use of Service" section.
Also included in the Customer Service Agreement, is the "Term/ Termination/ Early Termination Fee" section. This section states that "U.S. Cellular may terminate or suspend your service if you fail to perform any obligations of this Agreement including the restrictions and obligations in the paragraph regarding "Use of Service"....and may be assessed an Early Termination Fee.".
I am saddened to find that on June 19th 2014, Mr. [redacted]'s Smartphone line came under review for data roaming violation. On August 15th 2014, Mr. [redacted]'s data service was suspended for the remainder of the billing cycle for data roaming violation. On August 18th 2014, we spoke with Mr. [redacted] advising him of his data roaming terms of service and that the next step would be cancellation.
Mr. [redacted]'s Smartphone line had not exceeded his data roaming terms of service again until June 11th 2015 wherein his data services were again suspended. We attempted to reach out to Mr. [redacted] but were unable to reach him, wherein we left him a voicemail message. Later that same day, we were able to speak to Mr. [redacted] directly regarding this situation. We advised him that, with much regret, he would need to either cancel the line or port the number out or switch to a Feature phone by June 21st 2015 or the line would be cancelled. We also advised him that if the line was cancelled due to this situation, we would waive his early termination fee if he sent us back the phone. We then provided the address to mail the phone back.

We then spoke again with Mr. [redacted] on June 17th 2015 restating that due to the data roaming violation, he would need to either cancel the Smartphone line, port the number out to another carrier or switch the line over to a Feature phone by June 21st 2015 or the line would be cancelled.
I find that on June 22nd 2015, Mr. [redacted] Smartphone line was cancelled for data roaming violation. I am saddened that I do not find that we have received the phone back, therefore I find a pending Early Termination Fee of $318.82, which will appear on Mr. [redacted] following bill. If we should receive this phone back in good working order soon, we will then honor our offer, and waive said Early Termination Fee.
In closing, I find that at this time, there is a past due balance of $390.27 on Mr. [redacted]'s account. We would like Mr. [redacted] to know that if he is unable to make this payment right away our Financial Services Department may be able to offer him payment options to ensure his services are not interrupted. If Mr. [redacted] would like to find out more about his payment options, we respectfully request he contact our Financial Services Department directly at [redacted]
We have reviewed Mr. [redacted]'s complaint. We hope this information was helpful in addressing Mr. [redacted]'s desired resolution. We thank him for the opportunity to serve him today with pride and respect.
Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400.
Sincerely,
Robyn T.
Customer Resolution Support
U.S. Cellular

October 27, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
Re: Complaint Number: 94575828
Customer's Name: TONYA [redacted]
U.S. Cellular Account Number: 213550062
Thank you for contacting U.S. Cellular in reference to the complaint listed above received October 26, 2015. As a member of U.S. Cellular's Customer Resolution Support Team, I am responding to the complaint filed by Ms. [redacted].
Ms. [redacted] stated her phone stopped working and was advised by a U.S. Cellular representative that the SIM Card was notorious for causing malfunctions. Ms. [redacted] doesn't feel as if she should have to pay for a replacement phone since the phone is malfunctioning. Ms. [redacted] desired settlement is to receive a full credit to be granted for current billing of replacement phone.
First allow me to apologize if we advised Ms. [redacted] that SIM Cards are notorious for malfunctions. Currently we are unaware of any known issues regarding the SIM Card causing issues in devices. As Ms. [redacted] mentioned, she doesn't feel she should have to pay for a replacement device and I am happy to say, I see Ms. [redacted] upgraded her device on July 24, 2015 from the [redacted] S4 to the [redacted] Note Edge. When you purchase a new device the phone comes with a one year manufacture warranty, which covers manufacture defects. If the device does not fall within the manufacture warranty, Ms. [redacted] can choose to utilize her Device Protection to have her phone replaced. Please know with Device Protection there is a $175.00 decidable, per incident.
At this time we would love the opportunity to troubleshoot Ms. [redacted] device. I would suggest Ms. [redacted] visiting the local store near her and if necessary we can send her device off for repair or if she prefers she may reach out to our Technical Service Department at the number provided below. I am sad to say I am unable to provide the request Ms. Reynold has asked for as I am unable to waive any fee associated with a replacement device, through warranty or Device Protection.
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 years of service with U.S. Cellular(r) and I appreciate the opportunity to address her concerns. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at (888)944-9400.
Sincerely,
MaryAnn K.
Customer Resolution Support
U.S. Cellular(r)