US Cellular

Initial Business Response /* (1000, 10, 2014/02/27) */
See attachment
Final Consumer Response /* (2000, 12, 2014/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They claimed to give me a credit, because it actually took 6 days for them to...

restore my service and then when they did it wasn't even the correct phone # so they let me get a new phone with my own points. Also I will wait to get my bill to make sure they honor the agreement of waiving my activation fees and crediting my bill, if not I will re-open the case. Thank you so much for caring and looking into this matter.

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)

We have now been customers with Us cellular for a year, and it has been the worst year with a cell phone company I have ever experienced. To begin we started service with Us cellular based on the fact that they were going to pay our expenses to get out of contracts with the company we were with in exchange for the phones that we had currently had and they were "matching" our bill with that company we were with. We did everything through the store, handed over our old phones got the new ones and they said we would expect our rebate within 2 to 3 billing cycles, well that was a lie and the start of a fight for my money back. I had to go get a $900 loan with my bank because it took me 6 months of fighting, bringing in bills from my previous company we were with into the store because they couldn't locate the ones I had originally sent to them and just constant calls bugging them and trying to get my money, finally someone actually helped and got the Visa cards sent to us, at this point we were already fed up with the company because of what we had to go through to get that money we were promised. Second of all service anywhere is total bull, our service is in and out all of the time, there will be times when my bf has no service and I have 4g or vice versa. Also we went to my parents for Christmas and we went to South Dakota to go shopping, as soon as we crossed the border we had no service whatsoever even roaming, I can only imagine what it would be like trying to travel with this cellphone, if we had any type of accident we would be totally SOL because we wouldn't have a cellphone to use to call for help. Next even after all of this we considered upgrading with them for some reason, I don't know why we even considered it after such a bad experience, but I tried to look into upgrading online but they are so behind in the game you don't even have that option you have to call them or go into a store, so I called their customer service number to get some information. And when I got that information the person I was talking to was telling me about all of the pricing, how it would cost us $4 a month more, which was fine, how we have to pay sales tax on the phones, which is fine, and how we had to pay an activation fee, which was not fine because I know that you don't pay an activation fee everytime you upgrade with all companies and if a company values their customers enough they will waive those fees. Unfortunately the woman I was speaking with was unable to help me with that as she does not do sales so I had to call back for a sales rep since their sales department closes at 9pm central time, which I also don't understand, you would think they would have some way for people to buy their stuff 24/7 but nope, so when I called back the sales department said they couldn't do anything and also tried to explain that the activation fee goes to trying to make our service better (which is a joke), so they transferred me to their solutions department who said they couldn't do anything for me, so I told them that we would go to [redacted] who has better service anywhere I go, better pricing, and will waive an activation fee because they actually give a [redacted] about their customers, oh and they have a non sy app where you can check your data usage, people you can talk to 24/7. So that's what we did, I called into [redacted] and put in an order that same night, and guess what, they waived my activation fee and gave me a better deal, something Uscellular was unwilling to do to try and keep a customer that they have already put through enough [redacted] and left totally unimpressed. 0 out of 5 stars Uscellular. I wish I would have never switched to your [redacted] company.

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

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®

October 28, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
[redacted]
[redacted]
Re: Complaint Number: 94575829
Customer's Name: Billie [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 Ms. [redacted]'s rebuttal, wherein she states her auto pay was set up to pay a maximum of $55.00 due to U.S. Cellular taking out an excessive amount from her account and trouble with discounts not applying. Ms. [redacted] states our explanation of the charges and our apologies now do not do her any good. She also states she did not move and Dottie, her sales associate, was told a detailed bill could not be provided because her account was closed. Furthermore, Ms. [redacted] states there is no reason U.S. Cellular should not have to provide a detailed account statement of what she is expected to pay and that she may possibly owe all the charges but there is no way for her to know.
We certainly apologize for any inconvenience that Ms. [redacted] has incurred with her bill and her account being turned over to a collection agency. We are truly saddened Ms. [redacted] is so disappointed with U.S. Cellular. Our goal is to provide the best experience possible to each one of our customers.
We want Ms. [redacted] to be confident in the charges she has been billed for. With permission from Diversified Adjustment Services, the collection agency Ms. [redacted]'s account was turned over to, we are able to provide Ms. [redacted] a copy of her bills dated: 5/20/15 and 6/20/15. Even though U.S. Cellular is providing the reprints, Ms. [redacted] needs to direct her payment to Diversified Adjustment Services, not U.S. Cellular. These bills will be mailed to the address Dottie confirmed with our Customer Service Department when she called on Ms. [redacted]'s behalf on September 15th.
In regards to Ms. [redacted]'s address, I am able to confirm Ms. [redacted] was on paperless billing while her account was active with U.S. Cellular. This means Ms. [redacted] was receiving her bill electronically instead of a standard paper bill. Once the account closed we began to send paper bills and notices. This is the point at which we received a notification from the U.S. Postal Service that Ms. [redacted]'s address had changed. We actually received two notifications; the first on August 14th and the second on August 31st. I apologize if this update was in error and I would encourage Ms. [redacted] to check with the United States Postal Service to see if they have directed any other businesses to change her mailing address.
U.S. Cellular is happy to mail our customers a detailed bill of all charges. I apologize if Dottie told Ms. [redacted] anything to the contrary. As outlined in my previous response, we told Dottie any billing reprints would automatically be sent to what we understood was an incorrect for Ms. [redacted].
We do not have any documented interactions with Ms. [redacted] from May 26th, the day before she ported her number, until August 31st. We were not trying to prevent Ms. [redacted] from having a detailed copy of her billing statements. Her account was referred to a collection agency very shortly after she began communicating with us again because there were approximately three months where we did not receive any correspondence. We allowed Ms. [redacted] to carry a past due balance with us from May 16th until September 21st.
I appreciate the opportunity to respond to Ms. [redacted] and provide information I hope she finds helpful. Should Ms. [redacted] have additional questions, or wish to make a payment, she should contact Diversified Adjustment Services Inc. at ###-###-####.
Sincerely,
Amy C.
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2014/02/28) */
February 28, 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 complaint listed above received February 26, 2014. 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 she received a new plan in September or October of 2013. She expected to pay $100.00 a month for two phones. She advised she paid $200.00 for one phone and $0.01 for the second device. She goes on to say her bill statements keep increasing. She recently received a bill statement for $500.00 in which she paid $300.00. She feels very upset and confused why it keeps going up. Ms. [redacted] states she is ready to switch carriers. Ms. [redacted]'s desired resolution is to have U.S. Cellular stopped for the overcharging her account. She feels everyone involved in the overbilling is doing bad business and doesn't care about customers.
First and foremost Ms.[redacted] we would be heartbroken to see Ms. [redacted] cancel her account. I hope she knows we value her service and her loyalty to U. S. Cellular. We understand the burden of high bills and do not wish for anyone to experience overage of any kind. That is why we offer multiple price plans that fit within Ms. [redacted]'s needs. We highly value and truly respect the honest feedback Ms. [redacted] has shared with us. I want Ms. [redacted] to know that her voice is being heard! Customer satisfaction is and has always been our company's primary goal. We, here at U.S. Cellular(r) take great pride in providing, not just "Good" customer service, but "World Class" customer service! It deeply saddens me to hear of anyone who feels they have received anything less. I trust Ms. [redacted] will reconsider canceling her account as we would not want to lose her.
Ms.[redacted] after reviewing Ms. [redacted]'s bill statements I noticed she was on the 700 minute price plan with only one line back in August of 2013. I notice she was paying $0.25 per text mess as well as picture messaging. Resulting in higher bills at that time and I also show the account was suspended for non-payment on August 18, 2013 therefore she will notice her September statement only billed her for $11.86. I show her account restored service on August 22, 2013 and once again she will see a higher bill covering service from August 22nd- September 17th and September 18th- October 17th. Ms.[redacted] on October 21, 2013 Ms. [redacted] added a second line. We are very excited to be her cellular provider for her additional phone. I also confirm she did pay only $0.01 for one device and $199.99 for the other as we upgraded her line as well as adding the second line. Ms.[redacted] please know when adding a second line Ms. [redacted] would have to choose a family price plan in which Ms. [redacted] choose the Shared Data 2 gigabytes plan. This plan is $60.00 for the 2GB of data and $40.00 per line for a total of $140.00 plus taxes. As you can see, I am unsure why we would have advised her that her monthly statement would be $100.00. I am sincerely sorry for the misinformation given. When changing price plans Ms. [redacted] will see proration and her regular month of service. As Ms. [redacted] will notice on her November bill statement she was covered from October 21st- November 17th and November 18th- December 17th. Ms.[redacted] I again show another change to Ms. [redacted]'s account on January 27th requesting to reduce down to the 1GB price plan. Ms. [redacted] will notice a small credit back on her February 21, 2014 bill statement for the change. I want to ensure Ms. [redacted] has been billed correctly and I was unable to find any errors on her account. Going forward Ms. [redacted] can expect the charges as follows; $50.00 for the 1GB, $40.00 for each line equaling $80.00 for a total of $130.00 a month plus taxes and any additional items or service that are used such as 411 or international dialing.
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.S. Cellular(r) and I appreciate the opportunity to address her concerns. I truly hope this information helps in bringing some clarity to Ms. [redacted]'s bill for her. 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

December 7, 2015Revdex.com of
ChicagoAttention: Revdex.com Customer
Relations Advocate330
N Wabash Avenue Suite 2006 Chicago,
IL 60611Re: Complaint Number: [redacted]Customer’s Name: Monica
[redacted]U.S.
Cellular Account Number: [redacted]Account
Holder:...

Adam [redacted]Thank you for contacting U.S.
Cellular in reference to the above account. I am in receipt of Ms. [redacted]’s
complaint stating that within the first few months of having the service she
had to contact our Technical support Department multiple times. She mentioned
that for each of the months she used the service she also got incorrect bills
from us. Since she expenses her data usage with her employer she needs a bill
that doesn’t show any incorrect charges or any charges that she didn’t have to
pay. The desired resolution she is seeking is a billing system that can give
her a receipt of payments she has made and bills that she doesn’t have to call
in and dispute each month. I would first like to
apologize to Ms. [redacted] for any frustration and dissatisfaction she has
encountered while dealing with our company over the last few months. I know
that having a working device for work purposes is very important. We don’t want
her to get behind on any of her work due to issues that she has experienced
from lack of service on our part. We understand that her time is valuable and
having to spend time on the phone with us takes up her time. I will be happy to
review the account and provide further details. Upon review of the account it
shows this account has been active since 2013. There had been no interactions
on this account until the recent interactions from Ms. [redacted]. It shows that on
September 25, 2015 that Ms. [redacted] contacted us and we didn’t have her listed on
the account as an authorized party; therefore, we were only able to provide her
with general information about the account until we spoke with the account
holder. As of October 5, 2015 Mr. [redacted] contacted us to add Ms. [redacted] to the
account, unfortunately, that was not completed which resulted in Mr. [redacted]
having to call back in later that day to get her added to the account. Once we got her added to the
account she contacted us regarding the billing and advised of the data overages
that were on the account and she escalated to a supervisor. Once she spoke with
the supervisor we gave her an option to upgrade the current hotspot to either a
new hotspot or a router with us and in exchange we would waive the $60.00 in
overages on the account. We transferred her to our Telesales Department so we
could order the new device for her and there was a misunderstanding on the call
as to what should have taken place, which resulted in Ms. [redacted] getting
transferred to a different department that couldn’t help her with her request.
She was able to order the new router this day and she changed the plan to an 18
gigabyte Shared Connect plan.On October 6, 2015 Ms. [redacted]
contacted us to get the new device activated she was experiencing some issues
and we had to update the account. As of October 9, 2015 she contacted us
because the internet on the device was moving slowly. We did basic
troubleshooting and the data was working faster but later that day she
continued to experience the same issues with the device and we suggested that
she get a new SIM card. A couple of days later she
reached out to us again and she was still having problems with the internet
service on the router. We did more troubleshooting with the device and it
worked for another few days. On October 13, 2015 she called and wanted to see
what the options were for the device as she was still having problems with the
device. We offered to send her out a new device and if she had any problems
with the new device then we would allow her to return the device and waive the
restocking fee. We sent her out a new device that day. When Ms. [redacted] received the
new bill she contacted us on November 18, 2015 so we could waive the overage
charges off of the account. Although prior documentation showed that we would
only waive $60.00 of the overages we waived the full amount of $70.00 off of
the bill, the shipping and handling charge, and the late fee off of the bill.
We took a payment on the account and we provided her with the confirmation
number for the payment. She requested that we get her a receipt of the payment;
however, if we make any adjustments on the account we cannot reprint a new bill
not showing any charges that we have adjusted. We offered to get her an invoice
of her payment history and she declined as she stated her employer would not
accept that.She called us back on
December 1, 2015 and she requested a receipt of a payment which at that time we
advised that she would have to make future payments in the store if she wanted
a physical receipt of what she paid. Otherwise, the only options she would have
is the confirmation of the payment we provided, she can print out her payment
history online, or she can wait until the next bill prints that will show the
payments she has made and any credits that we would have had to issue on the
account. I see that the Office of the President attempted to reach out to Ms.
[redacted] on December 3, 2015 and today and we were unable to reach her to address
her concerns. We have reviewed Ms. [redacted]’s
complaint and the desired resolution we cannot provide her. If there weren’t any
data overages that took place on the account then the bill will not print out
showing a higher balance. When she has gone over or is getting ready to go over
there are alerts that come out that would let her know if she has reached 75%
or 100% of her data usage. She can always manage and monitor the usage online
or by reaching out to us to check the usage for her. In regards to getting her
a physical receipt unfortunately we cannot do that unless she goes into a store
and makes her payment. If she calls Customer Service and makes a payment over
the phone then we can only provide her with the confirmation number of the
payment. I am not sure if Ms. [redacted] was ever made aware that she could view any
payments she has made with us online but if not she can certainly do that under
her online account. It would be located under bills and payments and payment
history. Should Ms. [redacted] have
additional questions, he/she may contact our Customer Service Department at
(888)944-9400.Sincerely,Kimberly C. Customer Resolution SupportU.S. Cellular®

November 11th, 2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: 10887435Customer’s Name:  [redacted]U.S.
Cellular Account Number: ...

[redacted]Thank
you for contacting U.S. Cellular regarding the above account.  We are in receipt of Mr. [redacted]
complaint, wherein he states that he is being charged for services he believed
to be free.  He states that his line was
connected to Wi-Fi for 75% of the 25 days in which we report him having used 67
gigabytes.  He states that his service
was disconnected before his first bill was due, and that there were no overage
charges on that statement.  Mr.
[redacted] desired resolution is for U.S. Cellular to make a public apology for
his humiliation.U.S.
Cellular knows how important it is to stay connected, so I can understand Mr.
[redacted] distress over finding that his data service has been suspended.  I have reviewed Mr. [redacted] account, and I
hope that he will find my information helpful.On
October 26th, 2015, the data on Mr. [redacted] account was suspended due to
excessive usage.  As stated in our Terms
of Service for data usage, U.S. Cellular reserves the right to limit
throughput, at its sole discretion, at any time and without further notice.
U.S. Cellular also reserves the right to suspend and/or terminate service,
without notice, if a data plan is used in a prohibited manner, or if usage
adversely impacts (or potentially impacts) our network or service levels.  At the point when we suspended service, we
showed approximately 63.619 gigabytes of usage on the account, which greatly
exceeded Mr. [redacted] 3 gigabyte data package.  In an
effort to prevent further overage, we suspended the data on the account.  We require the account owner or authorized
user to verbally agree to the Terms of Service for data usage before service
can be restored.  I see that Mr. [redacted]
spoke with us on October 26th, 2015, however he did not agree to the Terms of Service,
and therefore his data connection was not restored.  We spoke with Mr. [redacted] in a store on
October 27th, 2015, and further discussed the data usage on the account.  U.S.
Cellular sends Overage Protection text alerts to our customers when they reach
75% and 100% of their data package. 
Should the customer go on to exceed their data allowance, they are provided
with additional gigabytes at the rate of $15.00 each, and receive Overage
Protection messages again at 75% and 100% of each of these additional
gigabytes.  I see that we sent Mr.
[redacted] these Overage Protection text messages repeatedly during the time he
was using data.  I regret that Mr.
[redacted] never called us to discuss any of these messages.  I
have had Mr. [redacted] data usage investigated, and we show that the line
ending in 8729 used approximately 60.235 gigabytes of data from October 4th, 2015
through October 28th, 2015.  The
investigation did not uncover any errors in reporting.  It did show that the tethering feature on line
8729 was used by several devices.  The
tethering feature is a convenient way to voluntarily share data with other
devices, and all of the data usage will be recorded on the line with the
tethering enabled.  The investigation
showed that a majority of the usage for the device was from streaming videos.While
I certainly regret any distress which has been caused by the suspension of Mr.
[redacted] data, there has been no error on U.S. Cellular’s part.  We want our customers to be able to enjoy the
use of their data, and we would be happy to discuss ways in which Mr. [redacted]
can monitor his data usage, so as to prevent this situation from occurring
again.At
this time, Mr. [redacted] service has been suspended due to our not having
received the payment of $268.97 which was due on October 29th,
2015.  If Mr. [redacted] would like to have
his data and phone service restored, he may contact us and agree to the Terms
of Service for data usage, and provide payment of the amount which is now past
due.  I
sincerely appreciate the opportunity to assist Mr. [redacted], and provide
information which I hope is helpful to him. 
Should Mr. [redacted] have any further questions, he may contact our
Customer Service Department by dialing (888) 944-9400.Sincerely,Laura W.Customer Resolution SupportU.S. Cellular

Initial Business Response /* (1000, 8, 2015/02/16) */
February 6, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number:
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. Mrs. [redacted] states she purchased three new phones and a home phone. She mentions she was told U.S. Cellular would pay off her old contracts and they were $350 per line. She states she contacted the sales rep a week later to inquire about her contract buyouts and was then advised the process to complete the paperwork online. She states the representative offered to send her and email with the rebate information. She goes on to say she spoke to a supervisor who also advised of the process to complete the rebate information online and send her[redacted] bill and her gift cards would be received in 12-14 weeks. She believes she was not told this information intentionally and states the promotion was falsely advertised. She states should would not have signed a contract if she had known this is how the Early Termination Fees are paid.
I certainly understand Mrs. [redacted] wanting to receive her contract buyout payments immediately. I also realize the importance of receiving all the information needed in order to make a fully informed decision. I regret she was not given all the information needed during her initial call.
On January 6, 2015, Mrs. [redacted] called to initiate a port to transfer four new lines of service to U.S. Cellular. On January 22, 2015 Mrs. [redacted] inquired about her contract buyouts and was advised to complete the rebate information online. Mrs. [redacted] escalated to a supervisor who also advised her of the process. During the call the Mrs. [redacted] declined to complete the form and requested we imitate the forms for her and disconnected the call.
We received a complaint from the Revdex.com on February 4, 2015. In an effort to resolve this issue I reached to Mrs. [redacted] by phone on February 5, 2015. During our conversation Mrs. [redacted] reiterated her situation and asked that her contract pay off rebates be mailed to her. I gave Mrs. [redacted] the opportunity to email her[redacted] bill to me directly so that I could expedite the rebate process and cut her wait time in half. She refused to send this information stating this is not what she was told. She stated she would escalate further and disconnected our call.
While I can understand it can be inconvenient for Mrs. [redacted] to have to send in her bill it is required in order to verify the amount of the Early Termination Fees she was billed by her previous carrier. All customers who have taken advantage of this offer have completed the proper steps to receive their payoff. Mrs. [redacted] is required to complete these steps if she would like to receive her rebates. In the absence of this information we have no other resolution that will help Mrs. [redacted]. I encourage Mrs. [redacted] to complete this information for each line as soon as soon as possible as the information must be completed within sixty days of activating the new lines. She [redacted] visit www.uscellular.com/contractpayoff,
to input her information and upload her final bill reflecting her Early Termination Fees. This process will take 12-14 weeks to receive the rebates. My offer still stands to escalate the rebate and cut her wait time in half. She [redacted] simply send her final bill that reflects her Early Termination fees for all lines to [redacted]@uscellular.com, Attention: [redacted] along with her name, the account holders name, and account information.
Ms.[redacted] I appreciate the opportunity to address Mrs.[redacted] concerns. We look forwarded to receiving the needed information to approve Mrs.[redacted] rebates. If she should have any other questions or concerns she [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 5, 2014/02/10) */
February 10, 2014
Revdex.com of Chicago
Attention: Ms.[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX
Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number:...

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint in reference to his account. Mr. [redacted] quotes that U.S. Cellular Belief Plan Policy states that once an existing contract is completed, you'll never sign one again, which was correct. I understand Mr. [redacted] don't agree about the reintroduction to the 2 year contracts. Three years ago we made a business decision to eliminate the requirement to sign a 2 year contract when our existing customers purchased a new phone at the promotional price. As the years went by, we were not getting the business results we wanted. We had our existing customers buying new and expensive phones at the discounted price and shortly canceling their service without penalty. We 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 contract. We are in a business where we want to gain more customers and retain our current customers. Starting the 2 year contract and enforcing a cancellation fee for someone who breaks their contract will helps us get the new and hot devices our customers want. I am sorry we disappointed Mr. [redacted], as well not informed him that he was required to commit to a 2 year agreement. I hope he can see why we made this business decision to bring the contracts back. I have reviewed the account in question and will be [redacted] to provide additional information to better assist Mr. [redacted] with his concerns.
Ms. [redacted] I completely understand the frustration this matter [redacted] have caused Mr. [redacted]. It is never our intention to make any of our customers feel that we are committing any unethical as well as illegal actions. Again, I apologize that Mr. [redacted] was not informed of our new policy. Ms. [redacted] in light of our billing system issues, customers who have expressed interest in making changes to their account during the TOPS conversion or downtime (between July 20 and August 3) where those changes would have resulted in their needing to sign a contract, should have not been obligated to do so unless they were performing a new customer activation, which has always required a new service agreement. Again, I apologize for any inconvenience this matter has caused Mr. [redacted].

Ms. [redacted] as I reviewed Mr. [redacted]'s account I noticed that on numerous occasions Mr. [redacted] contacted our Customer Service Department in regards to his contract, and credit refund. As a token of our sincerity I posted a credit of $100.00 to Mr. [redacted]'s account. With the credit applied, his account reflects a credit due of 110.42 to be refunded, not including his first credit refund. We understand that this amount will not compensate or compare to the inconvenience caused by this issue. As noted on his account on 02/03/2014 by our Financial Services Department Mr. [redacted] is to allow 2-3 weeks for his refund of 95.17 to be received. As for the $100.00 credit I am issuing today, please allow the same amount of time listed above.
In regards to Mr. [redacted]'s feelings against the company, I can understand how they were brought about. We apologize that he left the company on such bad terms, and I wish things would have went about in a better way. We wish Mr. [redacted] the best.
Ms. [redacted] if further assistance is needed Mr. [redacted] can feel free to contact our Customer Service Department at XXX-XXX-XXXX. We are available daily from 6 am to 11 pm, Central Standard Time. Thank you for your time and patience in relation to this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (3000, 7, 2014/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If there was a 'sort of' button I would have selected that. Let me start by saying thank you. First for my initial $95 refund...I finally got it in the mail 2 days after initially complaining here. Also, for the extra $100 you issued; although $100 does not change what US Cell did (bait and switch), it is an awfully nice surprise; and considering I did not even expect any sort of response I guess you could say it went above and beyond my expectations.
I still can't let go of the fact US Cell blatantly lied and then tried slipping contracts back into the picture with little to no notification to customers...there was no opting out or anything put in place that would have allowed this 'business decision' to go back to contracts w/out being completely spineless about it. So yes, I appreciate the gesture but in the end it is small pennies compared to what is reaped off of such 'business decisions.'
To the guy who wrote the response, thank you, I know you are just doing your job along w/ those that had to deal w/ me on the phone during this time....but US Cell - as a company you seriously need to get it together because people have sued for much less.
Thanks again, glad I got my refund and this is over for me at least...still sucks for all those other people I am sure this affected.
Final Business Response /* (4000, 9, 2014/02/21) */
February 13, 2014
Revdex.com of Chicago
Attention: [redacted] Riggins
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX
Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms. [redacted]Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] reply to the response about his account.
Ms. [redacted] customer satisfaction is and has always been our company's primary goal. I would like to extend a heartfelt apology for all the frustration Mr. [redacted] has experienced regarding this matter. Mr. [redacted] does not agree with the reintroduction of contracts.
Ms. [redacted] Mr. [redacted] received his refund two days after making his complaint with the Revdex.com. Mr. [redacted] received his refund of $95.00. Mr. [redacted] was also issued a $100.00 check. Ms. [redacted] Mr. [redacted] stated he was very surprise. Mr. [redacted] was not expecting a refund.
Ms. [redacted] Mr. [redacted] was satisfied with receiving his refund and stated that this issue was over for him. If Mr. [redacted] has additional questions or concerns, he can contact our Customer Service Department at (XXX)XXX-XXXX. We would gladly assist Mr. [redacted]. Ms. Riggins this case can be closed. Thank you and have a wonderful day.
Sincerely,
Rose J.
Customer Resolution Support
U.S. Cellularï���®

Initial Business Response /* (1000, 10, 2014/06/19) */
June 19th 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]' complaint regarding the balance due.
Mr. [redacted] states that on October 15th 2013 he added his home phone and internet service to his cellular phone account. Mr. [redacted] states that after receiving his first bill since the addition of these two lines, he and his wife made the decision to cancel the whole account. Mr. [redacted] states that the cancellation department advised him that he would be responsible for $606.31 due in part to the broken contract(s) but was given no explanation of why the full amount was what it was. Mr. [redacted] states that he agreed to make monthly payments of $30.00 however has not seen that he has received credit for the total of $90.00 in payments he's made. Mr. [redacted] states that he then received a bill from an outside collection agency in the amount of $977.10 plus the collection fee of $214.96. Mr. [redacted] states that when he contacted the collection agency they would not accept monthly payments but rather wanted the full amount as quickly as possible. Mr. [redacted]' desired resolution is to know how the amount got to be so high. Mr. [redacted] states he will pay the $606.31 and requests to make it in monthly payments as before. Mr. [redacted] concludes in stating that he was never told by the cancellation department that any balance due was due the day after cancellation.
Customer satisfaction is our company's primary goal. I would like to apologize for any frustration you have experienced regarding this matter. It is never our intent to make things more difficult for our customers but rather quite the contrary. In response to Mr. [redacted]' complaint, it will be my pleasure to assist him today.
I regret to find that on November 12th 2013 Mr. [redacted] cancelled his U.S. Cellular account. The Final bill that generated on this account (bill date 12/03/13) was for $430.79 in a past due balance plus $606.31 in current charges. The current charges include Early Termination Fees of $616.92 plus tax and credits of $48.37 from your monthly plan which left a full bill of $1,037.10 due December 23rd 2013. I also find we have received Mr. [redacted]' three payments of $30.00 apiece. This then reduced the balance on his account to $947.10. We ask that Mr. [redacted] please understand this is the balance due prior to being assigned to an outside agency for collection. Once an account is assigned to an outside collection agency, the account is no longer in house and the collection agencies [redacted] add collection fees.
I apologize for any misunderstanding Mr. [redacted] experienced, but the balance due is not due on the date after cancellation as Mr. [redacted] has mentioned, but rather on the due date indicated on the bill. I also apologize if for any reason Mr. [redacted] had the understanding that monthly payments of $30.00 would prevent his account from following down the normal collection path including being assigned to an outside agency for collection. I find no memo that we advised Mr. [redacted] that monthly payments would keep the account in house. Payment arrangements with the collection agency would solely be at their discretion, as once again his account is no longer with us.
We have reviewed Mr. [redacted]' complaint. I trust the above information answers the questions Mr. [redacted] was seeking and helps to provide resolution to this matter. I would like to genuinely thank Mr. [redacted] for his business while he was with us and the opportunity to serve him with pride and respect today.
Should Mr. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/02/20) */
February 20, 2014
Revdex.com of Chicago

Attention: Ms. [redacted]

330 N Wabash Avenue Suite 2006

Chicago, IL 60611


Re: Complaint Number: [redacted]
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 Ms. [redacted]'s complaint in to the signing a contract. Ms. [redacted] states she didn't sign a new contract when she upgraded her device on August 11, 2013. I have reviewed the account in question and will be [redacted] to provide additional information to better assist Ms. [redacted] with her concerns.

I completely understand Ms. [redacted] frustrations with dealing with our company and we truly apologize for any inconvenience we have caused. While reviewing Ms. [redacted]'s account I have spoken with the agent in the retail store that had assisted with the retrieval of Ms. [redacted]'s contract. I have reviewed the contract and accurate information was submitted. However some information was not recorded on the contract due to agent error. On August 11, 2013 Ms. [redacted] purchased a Samsung Galaxy S4 with 3,100 Reward Points and was charged $0.01. The Samsung Galaxy S4 retail value is $749.99 without a contract required. As an act of good faith we will waive the Early Termination Fee if Ms. [redacted] can return the Samsung Galaxy S4 in working condition and no physical damage.
Ms. [redacted], If Ms. [redacted] has any further concerns or questions please have her contact us directly. She can reach our Customer Service Department at XXX-XXX-XXXX. We are available daily from 6 am to 11 pm, Central Standard Time.

Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (2000, 12, 2014/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I returned the phone on 3/1/14 to a corporate store. The agent noted on my account the phone was returned in good condition. I requested a form stating that I had returned the phone, but again I wasn't given any because the agent said they don't give out that information. I had the agent note this and sign and date her business card for my records, this time. I feel this could have been solved in December when I had offered to return the phone and now I am able to because of an agent error.

December 17, 2015Revdex.com of ChicagoAttention: Revdex.com Customer
Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611Re: Complaint Number: [redacted]Customer’s Name:  [redacted] U.S.
Cellular Account Number: ...

[redacted]Account Holder: [redacted]Thank you for contacting U.S.
Cellular in reference to the above account. 
I am in receipt of Ms[redacted] complaint stating that she has had
multiple issues with our company. The first problem she stated she is having is
with her cellular service in her area. She states she has been told by a chat
representative that she is in a good coverage area but in the store they
advised her that she was in a dead zone. The second issue she is having is with
the data overages on the account. The final problem she stated she is having is
with her services being suspended and restore and having the fees charges to
the account. The desired resolution she is seeking is for us to release her
from her contract and a refund for the restore fees. I can understand how each of
the situations would be very frustrating for Ms. [redacted] to deal with. I know
that having accurate information is very important to all of our customers. I
will be more than happy to review the account and provide more information. Our documents show that the
account has been active since June 5, 2015 and based off our coverage map she
is in our best coverage area and she should be getting great service in her
area. I did review the account and I don’t see that since she has started
service with us that she has contacted us to inform us of any issues with the
service beside when she sent us an email on October 15, 2015. During that
interaction we advised Ms. [redacted] that she would need to contact our Technical
Support Department to so we could troubleshoot with her since she hadn’t in the
past.Upon review of the account it
does show that four out of seven bills have had data overages on it. It shows
that as of June 29, 2015 the data plan was changed from an eight gigabyte data
plan to a 10 gigabyte data plan. Prior to the change there were data overages
on the account. The first set of overages showed on the July 8, 2015 bill. It
shows over the past few months the line that has had the majority of the
overages on the bills that have had overages came from the -[redacted] line. There
was one month where the [redacted] line used the majority of the data. It shows the -[redacted]
line has an iPhone 6 plus and the [redacted] has a Moto X on it. Ms. [redacted] sent in
an email on October 15, 2015 where she stated both lines were always on Wi-Fi
and shouldn’t be using that much data. In the email response we
advised Ms. [redacted] on different settings in each of the phones that could be
utilized to help manage the data on each of the device. We advised that with
the iPhone if they had the most up to date version of software that Apple had
now added a feature called Wi-Fi assist. With the feature if it is turned on
and if the customer is connected to Wi-Fi if the Wi-Fi signal gets weak then it
will automatically revert back to the cellular data which could result in
higher amounts of data being used. We also advised in the settings of the Moto
X that there was a data usage tool that would tell her what applications are
pulling the majority of the data and if they got that set they could make the
appropriate changes to the usage. Whether it is restricting the background data
or making changes in the application itself. We didn’t find any errors in the
usage that came from each device. The usage is valid. There were also multiple
alerts that came out regarding the data as well. Only on one occasion did we
receive any contact about the data overages. We advised there was nothing wrong
and advised to either contact our Technical Support Department or visit the
local store to see if it was an issue with the device. Unfortunately, I am not
sure if any point in time when Ms. [redacted] was in store if that was brought up so
we could connect the device to the diagnostic tool to see if it was an issue
with the phone or not and again there is no record of her reaching out to our
Technical Support Department as well. In regards to the restore
from suspension fees that were applied to the account because the account got
suspended on December 14, 2015 and restored on December 15, 2015 we made
multiple attempts to prevent this from happening. She reached out to us
November 13, 2015 to question the past due balance on the account. We discussed
that with her and she wanted to know about options to change the data plan to a
higher package. The package was changed same day but there was no contact with
our Financial Services Department to set up any payment arrangements. Ms. [redacted] chatted back in
with us on December 4, 2015 and we advised her of the past due balance. At that
time we informed her that it would be best for her to contact our Financial
Services Department to avoid interruption in her service. We also informed her
that the last attempt prior to that day that Financial Service tried to contact
her was on November 13, 2015 as a courtesy so we could see if she could make a
payment then of if she needed payment arrangements. We understand Ms. [redacted]’s
concerns with not answering unknown numbers, but the call from our Financial
Services Department would have come from [redacted]. It shows that as of
December 14, 2015 our Financial Services Department made another attempt to
reach out to Ms. [redacted]. We would first make an attempt to the main number on
the account and if we do not reach the customer then we will reach out to any
other lines on the account. On December 15, 2015 she
chatted back in with our web chat team and was disputing the restore from
suspend fees. We advised Ms. [redacted] that we advised her to reach out to Financial
Services to set up payment arrangements not to go into the store, as the store
cannot establish or guarantee service when the account is past due. Our web
chat associated informed Ms. [redacted] that the charges would be valid and we would
not be able to waive the fees as we had given her multiple options on how to
prevent this from happening. She then took to our Social Media page and they
offered to waive the restore from suspend fees on the account once they were
billed. Since this was promised to Ms. [redacted] and the charges were pending on
the account I have taken care of the charges today. Therefore, she will not see
the charges on the next month’s bill. We have reviewed Ms. [redacted]’s complaint and we have
provided her with all the detail on how to prevent the account from being
suspend, how to prevent the data overages, and how to get better signal. Unfortunately,
Ms. [redacted] has not reached out to our Technical Support Department when she was
advised and she also didn’t reach out to Financial Services Department either. We
have provided Ms. [redacted] with multiple options on how to resolve the problems
she has been having; however, Ms. [redacted] has not taken the appropriate steps to
gain her desired resolution. However, we have agreed to waive the restore from
suspend fees which has taken place today. As far as being let out of the
agreement with us Ms. [redacted] would have to pay off both phones before she would
be released from the agreement.Should Ms. [redacted] have additional questions, they may
contact our Customer Service Department at ([redacted].Sincerely,[redacted]Customer Resolution SupportU.S. Cellular

Initial Business Response /* (1000, 10, 2014/05/14) */
[redacted] 14, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint in which she advised that US Cellular has auto deducted two payments of approximately $320.00 out of her account due to a billing system error. Ms. [redacted] stated that the payments were deducted from her account on [redacted] 5th, 2014. Ms. [redacted] also explained that she is unable to find out any information on when the funds will be returned and that she feels as though she should be able to cancel her account without penalties due to these errors.
Ms. [redacted] we appreciate Ms.[redacted] business and are very thankful that she has chosen US Cellular as the preferred service provider for her family. I can certainly understand that anytime that additional money are deducted from your account that this can cause a financial hardship and apologize for any confusion and frustration this matter has caused. Ms. [redacted] we appreciate the opportunity to look into this matter further for Ms. [redacted] and provide her with information that I hope she [redacted] find helpful.
Ms. [redacted] I have reviewed Ms.[redacted] account in full. Ms. [redacted] as Ms. [redacted] stated they do have their account set up for auto-payment with a capped amount of $320.00. When a customer has a cap amount set up on their auto-pay account this means that this maximum payment will be for the capped amount regardless of the amount due. On [redacted] 2nd, 2014 the amount that Ms.[redacted] owed on the account was $326.65. An auto-payment of $320.00 was already set to be deducted. An alert was sent to the customer on April 14th, 2014 notifying them that a payment was scheduled for [redacted] 2nd, 2014. The auto-payment started processing for the amount of $320.00 as was scheduled on the morning of [redacted] 2nd, 2014. Ms. [redacted], we see that also on [redacted] 2nd, 2014 the customer manually logged into their online My Account and processed a one time or manual payment for the full amount of $326.65. Ms. [redacted] this was not a billing error or a system glitch. If this was the known billing error that the Ms. [redacted] referred to then our automatic payment system would have deducted the same payment amount twice at the same time and then on the same day reversed the duplicate payment. Also the duplicate billing error that Ms.[redacted] is referring to only affected a small percentage of customers and was fixed as of April 24th, 2014. On Ms. [redacted]'s account one payment was auto deducted and the second payment was manually processed by the customer. Ms. [redacted] if a customer makes a partial manual payment before the auto-pay amount is set to be deducted then the auto-payment amount will adjust to only deduct the amount reflected on the account. On Ms. [redacted]'s account the auto-pay transaction of $320.00 and the manual payment transaction made by the customer of $326.65 were done within a few hours of each other with the auto-payment process starting first.
On [redacted] 5th, 2014 the account holder [redacted] contacted our Customer Service Department stating there was a billing error and his balance was deducted twice from his account. This matter was then escalated to our Financial Services Department for investigation. Our Financial Service Department looked at how the payments were made and determined this was not a billing error within our system. On [redacted] 8th, 2014 the account holder [redacted] contacted us to discuss the status of the refund. [redacted] was told that the payments were not a system error and was explained that if it was a system error then payments would have been exact duplicates and his payments were for different amounts, made at different times of the day, and one was automatic and one was manual with the customers log-in. We explained to [redacted] that he did have a credit on his account of $320.00. [redacted] then asked to be transferred to our Customer Relations Department because he was thinking about cancelling his account. After talking with our Customer Relations Department [redacted] was offered upgrades on three of his lines and was offered a very large amount of Reward Points so that he could get one of the phones for free.
On [redacted] 9th, 2014 we received another call into our Customer Relations Department from Ms.[redacted] advising that she changed her mind and wanted to cancel the account. Ms. [redacted] stated that she was not interested in the previous offers made because when she went to the store she stated that she received bad Customer Service and stated that the store was not helpful because the account holder is also a US Cellular Associate. Ms. [redacted] then requested that all of the contracts on her lines be voided so that she could switch carriers without penalty and this request was declined. No further actions were taken on this customer's account. Since the payments made on [redacted] 2nd, 2013 the customer had a bill post to the account on [redacted] 9th, 2013 for the amount of $326.65 and the $320.00 credit absorbed all but the $6.65 amount which is set to be auto-deducted on [redacted] 30th, 2014.
Ms. [redacted] the customer's desired resolution is to have all of her contracts voided due to US Cellular breaking their auto-payment agreement. Ms. [redacted] as was explained above the duplicate payments were not a system error and the customer does not have a credit on their account for a refund to be processed. If Ms. [redacted]'s were to cancel her account she would be responsible for any fees incurred. We truly appreciate Ms. [redacted]'s business and hope the information provided has been helpful.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On [redacted] 2, I received the email stating that my 320.00 payment had processed. I then logged into My Account and paid the remaining balance, listed as 6.65. Evidently, the scheduled 320.00 payment had updated in My Account, but not in the billing system itself. When I checked the portion for "pay full balance", clearly marked as 6.65, it took what had been the entire balance of 326.65. I would absolutely consider it a "system glitch" When I approve a 6.65 payment and a different balance is taken from my bank account, there is nothing else to call it. Also, the "balance" on my account now is the following month's bill, and would not have affected this situation had the funds been refunded in a timely matter as I was promised 5/5. The representative on 5/5 stated the funds would be returned within 24-48 hours.
Final Business Response /* (4000, 14, 2014/05/17) */
[redacted] 17th 2014
Revdex.com of Chicago
Attention: Ms. [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
[redacted]
Dear Ms. [redacted],
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms.[redacted] rebuttal where she stated that on [redacted] 2nd she received the email confirming that her payment of $320.00 was processed. She then logged in to her My Account and paid the remaining balance of $6.65. She explained that the scheduled payment updated in her My Account but not in the billing system. She stated that she checked the option to pay full balance of $6.65 and the system took the entire balance of $326.65 and she feels it is a "system glitch" because that was not the amount she approved to be removed. Ms.[redacted] also explains the balance on her account now is for her following month and if the second payment was refunded as promised she would have received the refund by now. She stated she was advised the refund would be returned in 24-48hrs.
Ms.[redacted], I again understand that due to the second payment being made this has caused financial hardship for Ms.[redacted] and it is very disappointing. I am [redacted] to assist Ms. [redacted] in any way possible.
I do want to address Ms.[redacted] concern that the billing system had a glitch which resulted in an inaccurate balance showing in her My Account. The billing system Ms. [redacted] is referring to would have updated her My Account immediately with the new balance after the automatic payment was made. After reviewing her account, as we have previously mentioned I do see that we have explained to both Ms. and Mr. [redacted] that the payment was not a system error. I want to apologize for any incorrect expectation that was set for Ms. [redacted] to receive her refund. Ms. [redacted], by the time the request was submitted to have the payment refunded the next bill was already processed. Any credit balance on the account will apply to the following bill. As it turns out we are not able to refund the payment that was made because the next bill has already processed and the credit balance has already been applied to that bill. However if we were able to refund the payment that Ms. [redacted] made she would still have balance on the account of $326.65 due on [redacted] 30th 2014.
Ms. [redacted], regarding Ms. [redacted] request to have all of the Early Termination Fees waived so that she can go to a different carrier, we are unable to honor her request. The Early Termination Fees are on the account due to either receiving a new phone at the discounted price or updating to our new plans. The Early Termination Fees are not related to any disputes or our automatic payment terms that Ms. [redacted] has.
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 and I appreciate the opportunity to address her concerns. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.

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

Initial Business Response /* (1000, 5, 2015/02/10) */
February 10, 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: ...

XXXXXXXXXX
Dear Ms.[redacted]
Greeting:
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint regarding the Contract Payoff Promotion U.S. Cellular(r) is currently offering. In her complaint Ms. [redacted] states she was not told in store the termination fees were completed through a third party vendor in the form of a rebate card, and could take 12-14 weeks to process. Ms. [redacted] also feels this is deceptive and should be disclosed as soon as a person sits down. Ms. [redacted] states, had she known this, she would have waited until June to make the change. I am very willing to look into this matter Ms.[redacted]
It is never the intent of U.S. Cellular to be deceptive, or not disclose information regarding any promotional offer we have; on the contrary, we strive to make all requirements and information available for our customers. I regret to hear Ms. [redacted] feels as though we were deceptive and I apologize for any miscommunication, or misunderstanding in the store.
Ms.[redacted] I spoke with several of our retail store associates to make sure I had clarity of the process of discussing the Contract Payoff promotion. The following form is used in store, and in most cases given to the customer to help them with the process.
Switch to U.S. Cellular(r) and get up to
$350 per line to pay off your old contract.
Redemption details:
1. Go to uscellular.com/contract payoff to register for this promotion.
2. You will be required to upload or mail in your final bill within
60 days of activation.
Your bill must include:
The carrier logo.
Your name.
The telephone number associated with it.
If you only submit the first page of your bill or a bill that does not
show an early termination fee, your submission will be denied.
The termination fee you were charged.
For more than one line you will need to register and submit for each line
individually, and show the ETF/termination fee for each line you are requesting
a payout for. If you do not you will only be paid for one line.
Do not provide:
Personal information (social security number, etc.).
Financial information (bank account numbers, etc.).
Call detail information.
If this information is on the bill, please black it out before submitting the bill.
3. You will receive your payment via mail in 12-14 weeks.
We'll pay off your
old contract.
The web site given in step one of this form will actually register the customer for the rebate. We also have full procedures and requirements disclosed on our web site at www.uscellular.com, under "Things we want you to know. Again Ms.[redacted] I apologize if this was not made clear.
In researching the account I see Ms. [redacted] line qualifies for the rebate and has already been submitted. It is currently in the fourth step of a six step process. This is the waiting period to accommodate the fifteen day service guarantee and a sixty day period to insure the account remains active and in good standing. Once the waiting period has been met the rebate will be completed and mailed. This is why we set the expectation at twelve to fourteen weeks.
Thank you Ms.[redacted]for giving me the opportunity to respond to Ms. [redacted] concerns, I hope this information helps. If Ms. [redacted] has more questions please advise her she [redacted] call our Customer Service Department at (XXX)XXX-XXXX. We are here 5am-11pm Central Standard Time 7 days a week and always willing to help.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

They USED to be good, but since the sell off of the Chicago market things have gotten VERY BAD. customer service is POOR. When my contract is done I will seriously look at a different company.

Initial Business Response /* (1000, 10, 2014/08/28) */
August 28th, 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 regarding not having been fully informed of the requirements for our Early Termination Fee payoff promotion. He states that he must now pay his Early Termination Fee from his previous provider himself because he missed filing his payoff submission during the 60 day window, and will not receive the $350 per line from U.S. Cellular which was indicated in the promotion.
Mr. [redacted] would like for the regional training manager and the leader of the team in charge of our Early Termination Fee payoff promotion to contact him. Mr. [redacted] would also like to be contacted by an associate in our Customer Relations Department, so that he can return his equipment, cancel his service and be released from all financial responsibility. He also requests to be awarded the $700 promised to him through our Early Termination Fee payoff promotion.
U.S. Cellular understands that switching carriers can be very expensive, which is why we have designed our Early Termination Fee payoff promotion to assist with that financial burden. I regret that the interaction between Mr. [redacted] and our store associate [redacted] not have included verbal communication of the complete list of specific requirements for qualifying for our Early Termination Fee payoff promotion. However, the information regarding the promotion, as well as the 60 day time requirement, is provided in the form of a flyer in our stores, and is also available on our website, www.uscellular.com.
After reviewing the situation, I find that Mr. [redacted] has already started the process of filing for his Early Termination Fee payoff. Our rebate tracker, www.uscellular.com/rebates, lists his submission on step three of six, and is in the processing stage. An error shows on his submission, so I contacted our Rebate Department, and found that while Mr. [redacted] did submit billing information about his Early Termination Fee from his previous carrier, it was not the specific information which is required to complete the process, and did not include information for both of his lines.
The Rebate Department needs the page of the final statement listing the cell phone number, and the specific Early Termination Fee for that number. The information submitted was from the summary portion of the bill, and was not specific enough to meet the requirements for the payment of the Early Termination Fee. While we do request that the submissions be made within 60 days of the start of service, so as to assist the customer with making the Early Termination Fee payoff from their previous carrier which will occur within that timeframe, Mr. [redacted] does have until the end of the promotion on October 15, 2014 to resubmit his information.
While we would not be able to have a training manager or team leader for our Promotions Department contact Mr. [redacted], and we could not release Mr. [redacted] from his contracts and absolve him of all financial responsibility for his service and equipment costs, we certainly still have time to meet Mr. [redacted]'s original need for his $700 Early Termination Fee payoff promotional reward. I hope that Mr. [redacted] will find this resolution satisfactory.
If Mr. [redacted] would like more information on the specific pages which are needed by our Rebate Department, he [redacted] call and speak with a representative by dialing XXX-XXX-XXXX. The Rebate Department is open Monday through Friday, from 7am until 7pm Central Standard Time, and from 10am through 7pm on Saturday. Should he have any additional questions about the account, he [redacted] contact our Customer Service Department by dialing (XXX) XXX-XXXX.
Sincerely,
[redacted]
Customer Resolutions Support
U.S. Cellular

October 22, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: ...

[redacted]
Dear Revdex.com Customer Relations Advocate,
Thank you for contacting U.S. Cellular in reference to the above account, we are in receipt of Mr. [redacted]'s complaint, I understand that he is frustrated regarding confusion about his balance due and a collection notice he received.
I am sorry for the frustration Mr. [redacted] has experienced. I do show that a balance is due of $99.42, and that due to the period of time it went unpaid, it has been assigned to an outside collection agency. The following is a timeline of events and how the balance accrued:
On May 15th, 2015, a bill posted to Mr. [redacted]'s account for $100.43, with the balance due on June 2nd.
On June 14th, 2015, another bill posted to his account, for an additional $100.43, bringing his total balance to $200.86.
On June 16th, 2015, we received payment for Mr. [redacted] for $100.43 for the bill due on June 2nd. This reduced his balance to $100.43, with the remaining balance due on July 3rd.
On July 6th, Mr. [redacted]'s phone was moved from his personal account to another account as he described in his complaint. This resulted in a credit of $1.21 to his account, bringing his balance to $99.42.
We never received payment for that remaining balance, and on October 10th, 2015, more than 120 days after it was due, we assigned it to a collection agency for further action.
Now, I understand from Mr. [redacted]'s complaint that he states he was told on two different occasions in U.S. Cellular stores that he had no balance due. I do not have any idea why, when presented with a bill clearly showing he owed money, on multiple occasions, we would have told him nothing was due. However, I do not question what Mr. [redacted] states in his complaint, and I believe this to have been a clear error on our behalf, for which we completely apologize.
Regarding Mr. [redacted] calling in, while he is correct that he may not have administrative access to the new account his phone is under presently, he still retains full access to his cancelled account, and we could and would provide him with any and all information appropriate pertaining to that account.
Having provided all of those details, and taking into account the incorrect information provided to Mr. [redacted] on more than one occasion, I find it best based on Mr. [redacted]'s prior loyalty to us, his ongoing service under a different account, and his good faith attempts to previously resolve this issue, to clear the balance due on his account. I am very sorry this was not handled better previously. We have credited his account for the remaining balance and are removing it from the collection agency. He will receive a revised final statement from us showing his account is at a zero balance. We appreciate him bringing this to our attention and again, I am very sorry for how this was handled previously
If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at (888)944-9400. They are available to assist daily from 6:00 AM - 11:00 PM Central Time.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2015/04/02) */
April 2, 2015
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 the correspondence from Ms. [redacted] stating that there was a recent dissatisfactory experience with U.S. Cellular's Customer Service Department. Ms. [redacted] says that the bill was paid in full in February and that there was no bill in March and that the bill is now $554.00. Ms. [redacted] goes on to say that when she contacted U.S. Cellular regarding the bill being so high she was advised that credit was applied when the services were turned off and then recharged when services were resumed. Ms. [redacted] also says that she only owes her monthly bill of $250.00. Ms. [redacted] requests that all charges accept the regular charges of approximately $250.00 are adjusted from the bill.
Ms. [redacted] I would like to first apologize for any frustration Ms. [redacted] have experienced while attempting to resolve this matter. Customer Satisfaction is a high priority at U.S. Cellular. I regret to hear that Ms. [redacted] had such an unsatisfactory experience when speaking with our representatives. I appreciate the opportunity Ms. [redacted] has given us to research her account and address this matter as well as provide additional information that [redacted] be helpful.
After reviewing Ms. [redacted]'s account I found that the services had been interrupted due to an outstanding balance with U.S. Cellular on January 24, 2015. When Ms. [redacted]'s bill generated on January 12, 2015, there was a past due balance of $401.61 that covered services through January 11, 2015. The new charges on this bill for the amount of $279.66 would be due on February 6, 2015 and would cover services through February 11, 2015. Together the total balance was $681.27. The past due balance of $401.61 had been due on January 5, 2015. Due to no payment being received the services were interrupted on January 29, 2015. Due to the interruption of services when the next bill generated on February 12, 2015, Ms. [redacted] was credited back for services that were not used from January 24, 2015 through February 11, 2015. The total credit after taxes was $127.08. This brought the balance from $681.27 to $554.19. Due to the interruption of service Ms. [redacted] was not billed the regular month in advance to cover services from February 12, 2015 through March 11, 2015.
On February 14, 2015 U.S. Cellular received a payment of $401.61 which restored the services. Due to the remaining balance of $152.58 that was due on February 6, 2015 not being paid, the services were again interrupted on February 22, 2015. This suspension was found to be in error resulting in the restore fees being waived. A payment for the amount of $152.58 was received the same day the services were restored. This payment brought the balance to $0.00. The payments received also only covered services through January 23, 2015. When the next bill generated on March 12, 2015, Ms. [redacted] has partial charges for services from when the services were restored February 14, 2015 through February 21, 2015 and February 22, 2015 through the end of the cycle March 11, 2015. Ms. [redacted] is also charged the regular month in advance covering services from March 12, 2015 through April 11, 2015. Each time services are interrupted for an outstanding balance there is a fee of $25.00 per line that is applied when services are restored. The regular month in advance, the partial charges for the previous month service, and the restore fees is what has brought Ms. [redacted]'s balance to $526.57 that will be due on April 6, 2015.
After reviewing Ms. [redacted]'s complaint I have found that the balance of $526.57 is valid. The additional charges found on the bill dated March 12, 2015 cover services that have already been rendered but not paid for. This bill also covers restore fees due to the interruption of services when a payment was not received. I regret to hear of the experience Ms. [redacted] had when speaking to our Customer Service Department regarding this matter. This honest feedback will be forwarded to the appropriate leadership to be addressed. If Ms. [redacted] needs additional time to pay this bill, I would like to encourage her to contact our Financial Services Department at XXX-XXX-XXXX to see what options are available.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We truly appreciate Ms. [redacted]'s business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Ms. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The charges are not vaild,I paid everything I owe. how can you charge a month in advance you have no idea what me or anyone else is going to use. I should have received a bill in March than and I did not. I will not pay anything but my monthly bill. As rude as these people were I shouldn't have to pay anything but will settle with the 250.00 next step law suit. The customer service is horrible
Final Consumer Response /* (4200, 16, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it is just horrible that you are going to charge me the way you are. You know nothing about customer service. you are supposed to make your customers [redacted] I am not [redacted] AT ALL. I am not paying this bill. I will pay my monthly charges and then move on to a different company. Your staff was beyond rude and horrible. For that alone I should not have to pay this bill. Your billing system is horrible also, and this is why you lose customers. I expect to be treated better as customer, and you are willing to lose yet another customer.
Final Business Response /* (4000, 18, 2015/04/07) */
April 7, 2015
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 the recent correspondence from Ms. [redacted] stating that the way she is being charged is horrible. Ms. [redacted] states that she is not [redacted] and that she will not be paying the bill in question. Ms. [redacted] says that after paying the monthly charges, she will be moving on to a different company. Ms. [redacted] again describes her interaction with U.S. Cellular as rude. Ms. [redacted] goes on to say that due to the way she was treated she should not have to pay for the bill. Ms. [redacted] says that she expects to be treated better as a customer.
Ms. [redacted] I would like to again sincerely apologize for the frustration Ms. [redacted] has experienced while attempting to resolve this matter. At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. I am truly sorry to hear of the unsatisfactory experience Ms. [redacted] has had. I appreciate the opportunity Ms. [redacted] has given us to again research her account and address this matter as well as provide additional information that [redacted] be helpful.
After reviewing Ms. [redacted]'s account, U.S. Cellular's stance on the amount of the bill dated March 12, 2015 for the amount of $526.57 has not changed. This bill covers services from when services were restored February 14, 2015 through March 11, 2015. These charges cover services that were used and not yet billed for due to the interruption of services. The interruption of services was due to payments that were not received by the due dates of the bills. Our records show that Ms. [redacted] has had a past due balance that has continued to roll over each month since the bill that generated on October 16, 2014. Due to the account being in a past due status for such a lengthy time, the services were interrupted on January 24, 2014. As mentioned in our previous responses it is this interruption of service that resulted in the credit for the time that services were not able to be used. U.S. Cellular did not receive payment to restore services until February 14, 2015 which is after the bill dated February 12, 2015 started to generate. This caused Ms. [redacted] to not be charged the regular monthly services on this bill. The restoral of services is what has caused Ms. [redacted] to be charged a partial charge of service plus the full month in advance that is usually charged. In addition to these charges Ms. [redacted] has a restore from suspend fee of $25.00 per line. This covers the cost of restoring services to Ms. [redacted]'s phones.
I have again reviewed Ms. [redacted]'s complaint. I regret to hear that Ms. [redacted] has received an unsatisfactory experience with our Customer Service Department. I have found no error in the charges that were applied to the most recent bill that was due on April 6, 2015. U.S. Cellular has charged Ms. [redacted] for services that have been rendered and used as well as restore fees to cover the cost of restoring service. I understand that this [redacted] be an unexpectedly large amount to be paid at once. Ms. [redacted] can contact our Financial Services Department at XXX-XXX-XXXX to discuss payment arrangement options.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We truly appreciate Ms. [redacted]'s business and again regret any inconvenience this situation has caused. Should there be any additional questions regarding this correspondence, please have Ms. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular