Sign in

US Cellular

Sharing is caring! Have something to share about US Cellular? Use RevDex to write a review

US Cellular Reviews (567)

Initial Business Response /* (1000, 10, 2014/02/27) */
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
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 [redacted] to address this matter.
In her complaint, Ms. [redacted] stated that starting in July she would not receive a billing statement for two months, and then receive a bill for two months of service at once. She has been charged reconnection fees several times, and our customer service has not offered any help or to waive any of her fees for the issues with her billing. She states that her bill should be approximately $70.00 per month, however now they are double or even triple that amount. Ms. [redacted] would like to receive a refund for charges she incurred.
In July we did implement a billing system conversion which delayed our customer's billing. The only month that Ms. [redacted] did not receive a bill due to the delay was August. Instead, her August bill printed on September 02, 2013 at $5.62. This amount was so low because the customer was suspended for non-payment at the time that the bill was generated, so our system did not recognize an active price plan to charge. The customer's September bill printed on September 14, 2013 with prorated charges for her services provided the month before, as well as her regular monthly services charges. This bill was larger than normal, at $184.19. This bill also included a $25.00 restore from suspension fee. All following bills have been generated and sent out within a week of their original date. All of her due dates were adjusted to allow at least 20 days, sometimes 30 from the print date to satisfy the balance. I know that it has been difficult for customers to keep track of their bills and payments when they are inconsistent. I am truly sorry for the confusion and inconvenience this has caused Ms. [redacted]. I would like to assure her that her billing schedule is back on track, which I hope will provide her a bit of relief.
Since July, the customer has had three suspensions from non-payment, on August 05, 2013, January 25, 2014 and February 11, 2014. Because I can understand Ms. [redacted]'s frustration with this situation, I have credited her $25.00 plus tax restore from suspension fee on her most recent bill dated February 07, 2014. This decreased her current balance to $103.45, due by February 27, 2014. I am unable to credit any previous or further restoration fees as all of Ms. [redacted]'s suspensions were valid.
Ms. [redacted] is currently on a 450 minute and unlimited messaging price plan at $49.99 per month. She has a 2 gigabyte data package billed at $25.00 per month, so before taxes her charges are $74.99 per month. I know the struggle of being on a tight budget that does not allow for extra charges. I would just ask that if Ms. [redacted] suspects that she will be late paying her balance that she please call into our Financial Services Department to look at all possible payment options. We [redacted] be able to establish a payment arrangement that will prevent suspension until a later promised payment date.
I would like to thank Ms. [redacted] for over four years of loyalty. We are so very grateful for her business, and I sincerely apologize if she has ever been made to feel otherwise. 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
Final Consumer Response /* (3000, 12, 2014/03/06) */
I have attached all of the payments that I have made for my account since July for both online payments and over the phone. To me if my charges are 74.99 a month it seems like I am paying way more then that each month. Some months it shows 3 times that amount. I think having the 25.00 fee waived is not enough for a long time customer. I have called US Cellular several times since July with their new system and have waiting on hold 30 minutes to an 1 hour every time. Every time I talked to someone they were rude and would not offer to help me in any way. If I stated every time I have called in that I can not keep paying double / triple what the bill should be each month they should offer more of a compensation otherwise I will have no other choice but to go with a different carrier. There are several carries that offer the same plan for 25.00 - 45.00 a month which is a lot less then what US Cellular gives me even with the VA discount. I accept to be offered something that will stop the bills from being so high each month.
Thank you.
[redacted]
1689 County Rd V
[redacted], WI 53925
Final Business Response /* (4000, 14, 2014/03/06) */
March 6, 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 Ms. [redacted]'s additional correspondence regarding the amount of her bills. In her correspondence Ms. [redacted] states she does not understand why she is paying more than $74.99 per month. She states that when she did contact U.S. Cellular that we did not offer to assist her with the restoral fees. She also states that she has been on hold for more than 30 minutes at a time. Ms. [redacted] also states that she advised us each time she called that she could not afford to make double payments.
Ms. [redacted] I truly understand Ms. [redacted]'s concerns regarding her account balance. I myself work within a budget each month, and know that higher than expected bills can be frustrating.
I have reviewed Ms. [redacted]'s account, and found that her monthly service fees prior to prior to her bill dated September 14, 2013 Ms. [redacted] changed her calling plan from our Essential 1000 minute calling plan for $69.99 per month. She also had a two gigabyte data package for $25.00 per month. These charges totaled $94.99 minute 10 percent ($5.00) for her partner employee discount. This would have made her monthly bill approximately $89.99 per month plus taxes. Ms. [redacted] then changed to our 450 minute voice and unlimited calling plan which was $49.99 per month. She also had the discount of $5.00, and the two gigabyte data package for a total of approximately $69.99 per month plus taxes.
Ms. [redacted] as you can see what her bills should have been either $89.99 per month plus taxes, or $69.99 per month plus taxes. Ms. [redacted] has carried a past due balance on several of her bills. Due to this, her bills were higher each month. For Ms. [redacted]'s convenience I have listed the bills below. This information will reflect bills since January of 2013.
Bill Date Bill Cycle Past Due Balance Payment Past Due Balance Current Charges Total Due
1/4/2013 12/4-1/3 $125.45 $60.00 $65.45 $104.22 $169.67
2/4/2013 1/4-2/3 $169.67 $65.45 $104.22 $104.22 $208.44
3/4/2013 2/4-3/3 $208.44 $104.22 $104.22 $104.22 $208.44
4/4/2013 3/4-4/3 $208.44 $208.44 $0.00 $99.08 $99.08
5/4/2013 4/4-5/3 $99.08 $0.00 $99.08 $112.95 $212.03
6/4/2013 5/4-6/3 $212.03 $100.00 $112.03 $106.30 $218.33
7/4/2013 6/4-7/3 $218.33 $120.00 $98.33 $104.22 $202.35
9/2/2013 7/4-8/3 $202.35 $202.35 $0.00 $5.62 $5.62
9/14/2013 8/4-9/3 $5.62 $5.62 $0.00 $184.19 $189.81
10/11/2013 9/4-10/3 $189.81 $5.62 $184.19 $79.02 $263.21
11/8/2013 10/4-11/3 $263.21 $0.00 $263.21 $81.24 $344.45
12/11/2013 11/4-12/3 $344.45 $215.00 $129.45 $79.02 $208.47
1/10/2014 12/4-1/3 $208.47 $0.00 $208.47 $79.21 $287.68
2/7/2014 1/4-2/3 $287.68 $129.45 $158.23 $107.19 $265.42

At this time I show that Ms. [redacted] has a balance on her account of $103.45. This balance is due on March 12, 2014. I did not show any errors on the bills that Ms. [redacted] has been receiving. She did not receive a bill in August; however she did receive two bills in September. All of the remaining bills have been one per month. I show that Ms. [redacted]'s bills would be approximately $80.00 per month without the past due balance or any additional charges such as restoral fees.
In addition, I understand that Ms. [redacted]'s phone is a vital connection to her family and friends and can certainly appreciate how upsetting it is when an unexpected issue occurs. I would like to extend a heartfelt apology for all the frustration she experienced regarding this matter. Please understand, we have recently updated to our new billing system which has temporarily affected our ability to provide the level of service our customers deserve and we sincerely apologize for this. This update was created to enhance our customer interactions in the future however in the short term these enhancements have caused intermittent issues with our automated phones system. We have also experienced a notable influx of calls and emails which are attributing to the exceptionally long wait times. We have been working diligently to remedy this situation by hiring knowledgeable associates to limit these wait times and assist our customers in a more timely and efficient manner. As a courtesy I have issued an adjustment of $25.00 to Ms. [redacted]'s account. This adjustment will give her account a new balance of $77.07 on her account. I regret that I am unable to issue any additional adjustment to her account.
Ms. [redacted] please let Ms. [redacted] know that I truly apologize for the frustrations and inconvenience this issue has caused her. I hope this information has been helpful in resolving this issue for Ms. [redacted].
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2015/06/30) */
June 30, 2015
Revdex.com of Chicago
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: Jeffery [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 the correspondence from Mr. [redacted] stating that in August 2014 the decision was made to leave U.S. Cellular. Mr. [redacted] states that this decision was made due to U.S. Cellular no longer provided cell service in Chicago where work is located. Mr. [redacted] says that a representative on the phone assured them that if the phones were turned in the Early Termination Fee would not be charged. Mr. [redacted] also says that they were advised that once the numbers were released that the account would automatically cancel and that only the remaining month of August would be owed. Mr. [redacted] goes on to say that a bill was received several months later with the amount nearing $700.00. Mr. [redacted] also says that all attempts to resolve the matter with U.S. Cellular have resulted in being told that they would be forced to pay the amount showing due. Mr. [redacted] continues by saying that the account has since been sent to collections which has also harmed the credit score. Mr. [redacted] has requested that the amount due be adjusted to what was originally was told would be owed.
I would like to first take a moment and apologize for any frustration Mr. [redacted] may have experienced while attempting to resolve this matter. I appreciate the opportunity Mr. [redacted] has given us to research his account and address this matter as well as provide additional information that may be helpful.
On August 25, 2014 Ms. [redacted] spoke to U.S. Cellular regarding canceling services. At this time the account was still under contract until December 2015. U.S. Cellular offered to waive the Early Termination Fees as long as the phones were returned in good working order. U.S. Cellular was advised that there was an intention to take the numbers to another provider. When the numbers are taken to another provider this automatically cancels the line that is taken. Our records show that on August 26, 2014 the phones and the Hotspot were returned to a local store. Due to the intention of the numbers being taken to another provider the lines were not canceled.
Our records show that on September 12, 2014 the lines ending in -[redacted] and -[redacted] were taken to another provider. It was at this time that these lines were canceled. On October 29, 2014, Mr. [redacted] had visited a store about canceling the remaining line for the Hotspot. It was found that this was to have been done when the device was returned in August and was not. For this a credit of $20.00 was applied to the account.
When the phones were returned in August there was a balance of $180.00 covering services through September 13, 2014. Due to the cell phone numbers being taken to another provider prior to the end of the contract the Early Termination Fees were automatically charged. These were charges of $95.69 with an additional $6.70 for taxes on the lines ending in -[redacted] and -[redacted]. Due to the phones were returned, I have adjusted these charges. There were also charges totaling $101.82 that were applied to the bill dated September 14, 2014 for services that were not used. There were additional remaining charges of $81.50 to be adjusted from the bill dated October 14, 2014 bill. After the credits for the Early Termination Fees and for services that were not used this has brought the total credit applied to $390.37. This has been updated with the collection agency as no payment was received for the August bill.
After reviewing Mr. [redacted]'s account I found that U.S. Cellular promised to waive the Early Termination Fees that had been charged. In addition the Hotspot was not canceled when the device was returned and the line was not taken to another carrier resulting in additional charges for services that were not being used. I have adjusted the Early Termination Fees and charges for the two months of services that were charged in our error. The updated amount has been sent to the collection agency. I encourage Mr. [redacted] to contact the collection agency with an updated amount that is owed.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. [redacted]'s business and again regret any inconvenience this situation may have caused. Should there be any additional questions regarding this correspondence, please have Mr. [redacted] contact our Customer Service Department at [redacted].
Sincerely,
Jenifer L.
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (2000, 12, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are very grateful that finally US Cellular has responded to our complaints and taken positive action. We are more than happy to pay the adjusted amount rightfully due, and thank the Revdex.com for their assistance in resolving the matter. Although it is disappointing that the matter had to be taken so far, we are pleased with this final outcome.

Initial Business Response /* (1000, 10, 2014/02/07) */
2/7/2014
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. In Mr. [redacted]'s compliant he states that he was double billed for one month, then a bill was not sent to him for the next month, and that his most recent bill had an extensive amount of data overage charges on it. Our customer has expressed that his desired resolution is that we only require that he pay his regular balance on his outstanding amount due with us instead of the inflated amount due to updates to our billing functions and that we release him from any contract obligations.
Ms. [redacted], I wish to express our apologizes to Mr. [redacted] for the frustrating experience that our customer has had with the billing on his account. I can clearly understand the importance of having one bill each month consistently, not missing any bills, and with the bills being for an amount expected and without additional charges. I can also understand the huge amount of confusion and agitation that can be caused when billing issues such as these occur. I would be more than [redacted] to discuss Mr. [redacted]'s concerns that he has brought to you as I want to help provide further review and clarity on the matter.
I would like to first discuss the concerns that Mr. [redacted] presented in regards to being double billed and for a bill being skipped for a month. Recently I regret that we experienced temporary issues with our billing which resulted in many of our customers having their bills delayed. Mr. [redacted]'s billing period each month is the 10th thus normally a bill should be available several days after the 10th of each month. Regrettably during an extended period several of Mr. [redacted]'s bills were made available later than normal.
His bill that should have been made available shortly after 8/10/2013 was made available almost a month later on 9/4/2013 and then the real September bill was made available a short time later on 9/18/2013. The August bill that was made available on 9/4/2013 was due on 9/24/2013 and the real September bill was not due until 10/18/2013. The October, November, and December bills were made available within 10 days or less than then billing cycle date of the 10th. The January bill was made available within 5 days of the cycle date, which should be considered more normal going forward.
Ms. [redacted], as I described above, while the August bill was made available regrettably almost a month later than it should have been causing two bills to be sent in September, all of Mr. [redacted]'s bills were accounted for. In addition he was never double charged for any monthly services as out of the past six months he has only been charged for six bills, each bill charging for only one month in advance like normal for monthly charges.
As Mr. [redacted] also mentioned in his statement to you I am showing that on his most recent bill dated 1/10/2014 our customer was charged $200 for exceeding his included five gigabytes of data included in his plan for his line ending in 0080.
With Mr. [redacted]'s current calling plan each of his two lines are provided with five gigabytes of data to use each month in which if a line exceeds then additional charges are assed to the account at $0.25 per megabyte used. I regret that our customer used a total of 6.44 gigabytes which resulted in $200 in data overages. The calling plan that our customer has includes a cap of $200 on a line of service when it comes to data overages, thus this overage cap resulted in a large amount of savings as he would have been billed for more based on the total usage.
Ms. [redacted], on 2/4/2013 I am showing that Mr. [redacted] contacted us over the phone and escalated his concerns in regards to these data overages as he states he only uses data on his Wi-Fi and not data from our network. As a courtesy on 2/4/2013 we provided a credit for half of the data overages.
Ms. [redacted], I do understand the concerns that Mr. [redacted] presented in that he uses Wi-Fi to connect to the Internet with his phone. While Wi-Fi is available for him to use, during the period from 12/10/2013 to 1/9/2014 I was able to confirm that the usage incurred and presented on the bill was utilized by our network and not from Wi-Fi usage.
I again wish to express our apologizes to Mr. [redacted] for the frustration and confusion that was caused with the delayed billing, receiving two bills in one month, and for the surprise caused with the higher bill with data overages. I do hope that my explanation that I have provided will provide more clarity on the recent events. I would also like to thank Mr. [redacted] for his patience with us, especially when his bill was delayed by a month and I wanted to remind him that on 12/12/2013 that we provided all of our eligible customer accounts including his account with 5,000 bonus reward points. I would encourage that he visit our website at www.uscellular.com/myaccount to review his rewards and the many amazing benefits that are available with our rewards program.
Although the data overages have been confirmed valid on his January bill and that we have already provided a half adjustment, due to Mr. [redacted]'s many years of valued business with us I have provided an adjustment for the remaining portion of the charges. I would still encourage that our customer monitor and limit his usage or consider consulting with us on our new Shared Data plans to provide him with more flexibility as I regret going forward we will not be able to adjust any data overages that [redacted] occur. The balance on Mr. [redacted]'s account is past due for $127.79 that has been due since 2/3/2014. Our customer [redacted] contact our Financial Services team at XXX-XXX-XXXX to pay this amended balance or if needed he [redacted] consult with our Financial Services team to determine if payment arrangements are needed if he cannot pay it now.
Ms. [redacted], as I have discussed above, I have provided Mr. [redacted] with his request that we adjust the data charges and make his current bill the normal amount. Mr. [redacted] also requested that we remove any contract obligation that he has with us. While I do hope that our customer will be satisfied with the resolution and explanation that I have provided, we will not be able to release him from his contract obligations with us.
Thank you again for allowing me the opportunity to address Mr. [redacted]'s complaint to you. If our customer should have further questions he [redacted] contact our Customer Service team at XXX-XXX-XXXX and we would be [redacted] to discuss them with him.
Sincerely,
[redacted] S.
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 16, 2014/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe us cellular cares about their customers they tell them sweet things to get them in the door and than treat them like garbage or their wrong or don't understand. I don't believe anyone cares or understands the effort or TIME I spent just getting done what got done. This is the reason I want nothing to do with company what so ever us cellular clearly violated their own contract terms and we get another run around vague answer. Typical American company. where's the customers right here where's the go the extra mile for the customer wave the termination fee so I can take my business else where. UNBELIEVEABLE
Final Business Response /* (4000, 18, 2014/02/19) */
February 19, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite [redacted]
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted] L. [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 response from Mr. [redacted] stating that he does not believe that U.S. Cellular cares about their customers anymore or how they are treated. Mr. [redacted] also states that he does not believe anyone cares or understands the time and effort it took for him to accomplish what he did. Mr. [redacted] goes on to say that U.S. Cellular has violated the terms of the contract and that the answer he got previously was vague. Mr. [redacted] is requesting that he be let out of his remaining contract so that he can take his business to another provider.
Ms. [redacted], I would like to first take a moment and apologize for any frustration Mr. [redacted] has experienced while attempting to resolve this matter regarding the billing and early termination fee. I am truly sorry that he did not get the clear answer that he was looking for in our previous response. I appreciate the opportunity Mr. [redacted] has given us to research his account and address this matter as well as provide additional information that [redacted] be helpful.
While reviewing Mr. [redacted]'s account I found that there was not a lot of need to contact our Customer Service Department until the high bill that generated on January 14, 2014. As determined previously this bill was higher due to data overages. Our records show that Mr. [redacted] contacted our Customer Service Department on February 4, 2014 to dispute these charges. In the process Mr. [redacted] chose to escalate the matter to result on receiving a credit for just half of the charges. It was at this point Mr. [redacted] took the time out of his day to submit his initial complaint about the billing. Although the charges were found to be correct, on February 7, 2013 we adjusted the remaining charges for the data overages as a courtesy. We understand that prior to this bill there were few reasons that Mr. [redacted] needed to contact us. I recognize that when Mr. [redacted] contacted our Customer Service Department from a local store to inquire about the higher bill, not only was he taking time out of his day to call us he also took time out of his day to visit a local store to get the issue resolved. I regret that it took so long to resolve Mr. [redacted]'s issue of the data charges on the January statement.
On October 21, 2013 Mr. [redacted] renewed a 24 month contract on the line ending in [redacted] to get a new phone at a discounted price. In this agreement Mr. [redacted] agreed to pay for 24 months of service from this date. Mr. [redacted] also agreed that should the services be terminated prior to the end of this contract that he would be charged an early termination fee up to $350.00. I recognize that the delay in billing has caused confusion as well as frustration. When Mr. [redacted] agreed to the contract he agreed to pay for services that have been rendered. U.S. Cellular agreed to provide the services that were used during this time. Due to this there has not been a violation of terms. In Mr. [redacted]'s second complaint he stated that we did not bill him in a timely manner and then received two bills in September. The contract in question was signed and agreed to after the August bill was delayed and the two bills that were received in September were paid. I hope this has provided Mr. [redacted] with a better understanding of why we will not be waiving the termination fee should services be canceled prior to the end of the contract.
I have further reviewed Mr. [redacted]'s concerns regarding the treatment by U.S. Cellular and the early termination fee. I have found that Mr. [redacted] took the time out of his day more than once and escalated the issue of the data charges prior to the full amount being adjusted. I also found that these charges were found valid and adjusted in full due to Mr. [redacted] being such a valued customer. I have further reviewed Mr. [redacted]'s account and found that the line ending in -3594 renewed a 24 month contract after the delay in billing to which Mr. [redacted] is requesting to be released from the contract for. Although I was not able to reach the resolution that Mr. [redacted] has requested of waiving the early termination fee, I hope that the information that I have provided has been helpful in Mr. [redacted] understanding why the contract is still valid.
At U.S. Cellular�®, it is our goal to provide our customers with the very best in customer satisfaction. We truly appreciate Mr. [redacted]'s business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Mr. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted] L
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/04/11) */
April 11, 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: 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 correspondence regarding the balance on his account. Mr. [redacted] states in his correspondence that he has severe overages and that after he paid almost $2000.00 his service was suspended. Mr. [redacted] is requesting have an adjustment of $1300.00 issued to his account.
Ms. [redacted]I can fully understand Mr. [redacted]'s concerns regarding his service being suspended. At U.S. Cellular we know the importance of staying connected to family and friends. I am [redacted] to review Mr. [redacted]'s account to provide information he [redacted] find helpful.
Our records reflect that Mr. [redacted]'s bills have been high due data usage. On February 11, 2014 I show that we spoke to the authorized user on the account, and advised that the bills were high due to data usage. We also put a data cap on one of the lines. A data cap stops the data from being used once a limit established by the customer has been reached. Also during this conversation we connected the authorized user to our Financial Services Department regarding possible payment arrangements on the account.
On February 22, 2014 we spoke to Mr. [redacted] regarding the balance on the account. We advised him that he was being charged for data overages. Mr. [redacted] made a payment on the account, and was connected with our Financial Services Department regarding possible payment arrangements.
On March 12, 2014 we spoke to the authorized user regarding a charge for an early termination fee on the December 11, 2013 bill of $344.61. We requested to have this charge reversed, and a credit was issued to the account for this charge on March 13, 2014.
On March 20, 2014 Mr. [redacted] contacted U.S. Cellular regarding the service being suspended. We advised that he had a past due balance of $286.91. We advised this charge was before the calling plan had been changed, and the data cap being added. Mr. [redacted] was unable to make a payment at that time. We then spoke to the authorized user, and established payment arrangements. On March 31, 2014 we spoke to Mr. [redacted] and advised that his past due balance was $418.98, and that receiving a payment on March 29, 2014 only addressed part of the past due balance. Mr. [redacted] then disconnected the call.
Ms. [redacted]please let Mr. [redacted] know that I apologize for the frustrations he has experienced with the high bills. I would like to explain why his bills have been so high. Mr. [redacted] established service on a six gigabyte data package. However on three of his first four bills, he used approximately 11 gigabytes, 53 gigabytes, and 36 gigabytes of data over the six his plan included. Due to this Mr. [redacted] was billed $180.00, $720.00, and $555.00 in data overages. We did attempt to work with Mr. [redacted] regarding payment arrangements to pay the balance on his account. I also reviewed the usage, and I did not see any errors on the usage that Mr. [redacted] used.
Ms. [redacted]Mr. [redacted] is requesting an adjustment of $1300.00. At this time, no errors were found, and I am not able to issue an adjustment for $1300.00. At this time, Mr. [redacted] has a balance on his account of $418.98. To make a payment on his account I recommend contacting our Financial Services Department at X-XXX-XXX-XXXX. I hope Mr. [redacted] finds this information helpful, and I apologize for any frustrations this issue [redacted] cause him.
Should Mr. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not being honest about these charges I'm sure they would love to keep their money they have gained a bad reputation of over charging and wrongfully billing they have caused us serious distress and where not helpful the last few times we contacted them also after I was told I could pay my outstanding balance of 150.00$ on the 28th of March they proceeded to cut the phones off then when I called they had changed the balance to over 400.00$ they make severe over charges on their accounts and we had several of their staff tell us that they have been having a lot of issues with their billing since October 2013 when they changed systems I am not surprised they denied this of course they would not want to take responsibility for their billing mistakes if they did we wouldn't have had this issue in the first place
Final Business Response /* (4000, 14, 2014/04/11) */
April 11, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number:
Customer's Name: [redacted]
U.S. Cellular Account Number:[redacted]
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr.[redacted]'s rebuttal to our response, and I would be more than [redacted] to further assist with this matter.
In his response, Mr.[redacted] states that we were not honest about his charges and wrongfully billed him. We advised him to pay his past due of $150.00 by March 28, 2014, and we suspended him anyway. When he contacted our Customer Service Department we informed him that his balance was over $400.00. He feels as if the extreme overage charges were due to billing issues that we have experienced that started when switching systems in October 2013.
I can certainly understand Mr.[redacted]'s concern with his bills being higher than expected due to overage charges, and his services being suspended after making a payment arrangement with our financial services department. I know that receiving bills that are extremely high due to data overage can be frustrating; however, we do have several options to prevent overage charges from occurring. The customer was sent overage protection messages when he reached 75% of his six gigabyte data package, when he reached 100% and he received a perfection message for each additional $15.00 one gigabyte tier he used. Also, our customers always have the option of checking their usage through My Account, or by calling into our Customer Service Department.
Additionally, when the customer made a payment of $150.00 on March 29, 2014, he still had a past due balance of $367.99 that was due on March 27, 2014, this is why the customer was suspended on March 31, 2014, despite his satisfying his payment arrangement for $150.00 on March 29,2014. I regret to see that this has happened to our customer, and I sincerely apologize for any inconvenience it [redacted] have caused. He can restore his services by making a payment for the full past due at $285.39.
Unfortunately, I am unable to provide Mr.[redacted] with his original desired resolution of a $1,300 credit as all of the overage charges he incurred are valid; also we have applied a total of $1,144.94 in credits to the customer's account since he established service with us on October 02, 2013. Again, I am truly sorry for any frustration or inconvenience Mr.[redacted] has been caused by this situation .
Should Mr.[redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/03/18) */
March 18, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]'s complaint regarding a refund of $42. Mr. [redacted] stated on January 17, 2014 he closed his account and overpaid by $42. He was informed that he would be sent a check by the following week. On each call, Mr. [redacted] is informed by our associates that the check is in the mail. However, even by March 17, 2014 Mr. [redacted] has not received a check. Mr. [redacted] will like his check of $42 immediately.
I sincerely apologize for the frustration this process has cause Mr. [redacted]. I understand how he feels when it seems a business is not making efforts to issue you a refund. I will be more than [redacted] to look into this matter.
Mr. [redacted] spoke with our Financial Services Department on November 20, 2013 about a past due balance. He agreed to pay $70.74 on November 29th, $71.45 on December 20th, and $71.45 on January 10th. We received a payment of $72.00 on November 27, 2013 and a payment of $72.00 on December 13, 2013. Unfortunately we did not receive a payment by January 10, 2014 as agreed. Due to not receiving a payment, the services were suspended on January 13, 2014. The account was ceased due to non-payment on January 28, 2014.
On January 31, 2014 we received a call from Mr. [redacted]. Mr. [redacted] wanted to know what the balance was. Our associate advised him to wait until the next billing cycle because any applicable charges or credits will be applied to that bill. During that call, a refund was not discussed because we did not receive a payment and the past due balance was $212.80.
The next bill generated on February 7, 2014 with a credit of $43.27. This credit was applied because Mr. [redacted]'s service was not active from January 13, 2014 through the end of the cycle February 1, 2014. This credit reduced the balance to $169.53. On February 7, 2014 we received a payment of $212.80, leaving a credit balance of $43.27.
On February 12, 2014 we received a call from Mr. [redacted] who wanted to know why his account had a credit balance. The associate created a refund request case. Unfortunately it is not documented on the amount of time we told Mr. [redacted] this request would take. Mr. [redacted] called in on March 3, 2014 regarding his refund. Our associate informed him that our Financial Resolutions Department must wait for the final bill to generate before the refund can be processed. The reason for this is because a customer's final bill [redacted] have additional credits or charges that need to be applied to the balance.
Mr. [redacted]'s final bill generated on March 6, 2014 and the refund was processed March 10, 2014. We received a call from Mr. [redacted] on March 12, 2014 who wanted to know the whereabouts of his refund check. This call escalated to a higher department. Mr. [redacted] wanted to receive his check overnight. He was informed that the refund was sent March 10, 2014 and that it would arrive within two to three weeks.
Ms. [redacted] I would like to apologize to Mr. [redacted] that we did not provide all the information upfront when his refund request was opened on February 12, 2014. We do not open refund request cases until customer's final or revised final bills have generated. I can understand how this created a misunderstanding because Mr. [redacted] thought his refund check was in the mail as early as February 12, 2014 and this was not true. At this time Mr. [redacted] check of $43.27 is already in the mail and on its way to the billing address we have on file. We are unable to overnight a check. I hope Mr. [redacted] understands our position in this matter. I appreciate the opportunity to address this complaint, and I wish the best for Mr. [redacted].

Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
us cell took it out of context.1st us cell billing system crashed from 8/XXXX-XX/2014(which is they're fault),no payments accepted and couldn't give proper balances to the customer. Then in 11/2014 after 4 months of balances accruing told the customer balances to be paid in full within 6 week period.The whole problem LIES ON THE BACKS OF US CELLULAR.AFTER MAKING THE LAST PAYMENT.($212 account paid in full)in 1/2014)was told I was owed $43 and the check was sent out. Well here it is 3/19/2014,no check.Sad the New Hampshire States attorney will have to be involved. BUT THE CHECK IS IN THE MAIL!!!!!!!
Final Business Response /* (4000, 15, 2014/03/21) */
March 21, 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. We have received the additional correspondence from Mr. [redacted]. I show that Mr. [redacted] did not accept our response to his complaint and stated that the information was taken out of context. He continues by explaining that the U.S. Cellular billing system crashed from August 2013 to November 2013, accepting no payments and not being able to provide proper balances to customers. Mr. [redacted] further states that in November 2013 he was advised that he would have to pay four months of balances within a six week period. Mr. [redacted] states that the issue lies on U.S. Cellular as after making his payment of $212.00 in January 2014, he was told that he was owed a balance of $43.00 and that the check was sent out and by March 19, 2014 he still does not have the check.
Ms. [redacted] I can certainly understand the frustration that Mr. [redacted] has regarding this situation. I know the importance of a prompt resolution of a request, especially when money is involved. I want Mr. [redacted] to know that we in no way intended to cause him any frustrations or inconveniences. I realize the importance of him to receiving his refund for his use. I hate that he [redacted] have received misinformation about the process in the beginning. It is important to receive all the necessary upfront in order to know what to expect next. I am truly sorry that Mr. [redacted] has been waiting so long for his refund check.
As mentioned in our previous correspondence, Mr. [redacted]'s initial expectation of when the refund would be sent was unfortunately incorrect and the check was not sent in January as he [redacted] have been told. I again apologize for this misinformation. The refund check was refunded to Mr. [redacted] on March 10, 2014 which was 8 business days ago. I would urge Mr. [redacted] to keep an eye out for this refund check in the near future, if he has not already received it since his additional correspondence. He will want to look for an all-white envelope addressed from U.S. Cellular, keeping in mind that the turnaround time for a refund check to be received is 2-3 weeks.
Mr. [redacted] mentioned that U.S. Cellular experienced a problem with the billing system that caused his bills to accumulate and have several balances due in a short time frame. There is no dispute that there was an unfortunate issue with delayed bills starting in August 2013 that affected our customers. We certainly own that our billing system update did not go as smoothly as we would like and that our customers were in turn negatively affected. Please know that while worked very diligently to identify and resolve the issues our billing system caused, we do not find the effects that is has had on our customers in any way acceptable. We realize that the delayed bills caused it to be difficult for our customers to know when to pay their bills and it cost us by losing a valued customer like Mr. [redacted]. I once more sincerely apologize for the frustration and inconvenience that has been caused and I hope that this information is found to be helpful.
If Mr. [redacted] has any additional questions, he [redacted] feel free to contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

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

Initial Business Response /* (1000, 5, 2014/06/24) */
June 24, 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: NA
Dear...

Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr.[redacted]s correspondence. Mr.[redacted]e states that on his bill he is getting billed for data he is not using. He states he has had to contact us continually to get it credited from his account. Mr.[redacted]e states that he has had IS tickets opened and nothing is fixed and that he has been unable to contact a supervisor to resolve the issue. Mr.[redacted]s resolution is to have the issue resolved.
We have reviewed Mr.[redacted]s concerns. Unfortunately, we are unable to process this request at this time, as Mr.[redacted]e did not provide his U.S. Cellular phone or account number. Because we value the security of our customers' information, we need to be provided the account or cellular number to access the account.
Please advise Mr.[redacted]e to resubmit this complaint with either his account or cellular number and we will be [redacted] to address his concern at that time. 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, 7, 2014/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I specifically stated that the telephone number involved is XXX XXX-XXXX. My account number is [redacted] One would think that with all the RE and ID number I sent, US Cell would be smart enough to figure all this out. They have stalled since last August, ten months now and it appears US Cell are still doing the same thing.
Final Business Response /* (4000, 10, 2014/06/30) */
June 30, 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:[redacted]
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of the customer's rebuttal to our response, and I would be more than [redacted] to address Mr.[redacted]s concerns.
First, I would like to thank the customer for providing us with the proper information so that we [redacted] access his account. I do not see the telephone number or account number associated with his U.S. Cellular account listed in his original complaint, and although we [redacted] have been able to locate his account, for verification purposes we would require one of the two numbers. I apologize for the confusion and any inconvenience Mr.[redacted]e [redacted] have been caused.
In his original complaint, Mr.[redacted]e stated that he has received multiple emails from us regarding an issue that has been ongoing since August 2013. He is being charged daily data charges (normally totaling $90.00+) on one of his lines, though he does not use the data, and has requested that it be blocked. He would like for this issue to be corrected.
I have reviewed Mr.[redacted]s account, and I do see that the data has been blocked on line -[redacted] since [redacted] 15, 2014; however the line continued to incur $3.00 data charges per day until June 05, 2014. The data block has been effective since June 05, 2014. There has been no data usage or charges on the line in his new cycle starting on June 28, 2014, so we will only need to rerate the pending data charges of $27.00 on his upcoming billing statement. I have proactively applied this credit, which will offset the charges when his bill prints. I can only imagine the inconvenience and frustration Mr.[redacted]e has experienced while needing his bill corrected each month, and I am sincerely sorry for this. I want thank Mr.[redacted]e for his patience through this situation.
Should Mr.[redacted]e have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/06/26) */
June 26, 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:...

[redacted]
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 in which she states that this complaint is her second regarding this matter. She reinstated her service in January, and since this time she has been receiving two bills. She states her service in continually getting disconnected, and then is billed proration and disconnection fees. Ms.[redacted] states she paid her last bill in [redacted]. On June 9, she sat in the U.S. Cellular store with a representative who supposedly had corrected the issue by eliminating the wrong account number, and applying her credits and payments. She states this didn't happen and she needs help because U.S. Cellular continues to tell her that it is resolved, yet she still gets her service disconnected and billed more. Ms.[redacted] continues by stating that when she calls the automated system currently, it states she has a $2.50 credit, but her services are suspended. When she speaks with a representative she is told that she owes over $700 due to the two separate accounts and payments being applied to the wrong account. She states she has spent hours on the phone and in the store being mistreated and lied to, and the issue is not resolved yet. Ms.[redacted] would like for one person to fully review her account and see that for six months it has not been billed or handled correctly. Her desired resolution is to have the fake account number to be cancelled as promised so that she can feel confident that when paying her bill it is being applied to the correct account. She would also like to stop being disconnected and charged additional fees, and have her account credited correctly.
Ms. [redacted] I can understand Ms.[redacted] frustration with this matter. I am [redacted] to review her account to provide additional information regarding this matter.
On January 21, Ms.[redacted] account (XXXXXXXXX) was cancelled due to nonpayment. After payment was received for the full past due balance, and per her request, the services were resumed on February 21. Generally, when services are resumed from a cancelled status, the original account number remains cancelled and a new one is generated. In this case, the original account number resumed, and a new one (XXXXXXXXX) was generated. On February 24, a representative was working on Ms.[redacted] account and noticed that this was the case, so she performed a transaction on the account to correct the issue and stop the billing on the original number.
It can take a couple of billing cycles to resolve this issue, and during this time, Ms.[redacted] was receiving bills under both account numbers. While she was receiving two bills, she was not being billed for the same charges under both account numbers. She was billed for her additional services (data and device protection) under one and for her price plan under the other. Due to this, regrettably separate payments needed to be made to cover both accounts. Although she was not being double billed, we have issued adjustments totaling $393.12 over the last two months to her account due to the confusion and frustration.
On [redacted] 6, Ms.[redacted] changed calling plans to a new Shared Data plan. During this change, her line ending[redacted] did not get the previous data package removed as it should have been, causing this line to receive an additional $40 charge. This charge was on both the [redacted] and June bills. Ms.[redacted] spoke with Customer Service on June 9 at which time the representative reviewed the bills and offered a $75 courtesy credit due to the errors. This credit was not applied at that time; therefore I have applied this credit today.
The error with the charges on line ending[redacted] was discovered on June 23. One of the two $40 charges was credited at that time. I have applied the additional credit for the $40 charge and removed the code causing the extra charge on the bill. Ms.[redacted] will not be billed for this additional charge going forward.
After all adjustments and payments have been applied, the original account number has a credit balance of $2.50, and the new account number has a remaining balance of $110.39 which is due today. I have submitted a request to our Payment Control Department to transfer the credit to the new account. The original account number is completely cancelled, and will only receive another bill to reflect a $0 balance once the credit has been moved. Going forward, the new account number of XXXXXXXXX is the correct one Ms.[redacted] should use.
I sincerely apologize for the confusion and frustration that this matter has caused. When this situation occurs, it can be confusing for Customer Service representatives as well as the customer. I truly hope that Ms.[redacted] knows that any misinformation that she [redacted] have received was not intentional. I also want to take this opportunity to show my appreciation for Ms.[redacted] honest feedback regarding the way she has been treated. Her concerns have been forwarded to our leadership team for review. As always, customer satisfaction is our highest priority at U.S. Cellular and while we continually strive to find new ways to enhance our customers' experience, it is our customer's opinions that matters most. By taking the time to share their thoughts, they help us deliver a consistent experience to our customers through our call centers and sales locations.
It has been my pleasure working on Ms.[redacted] account today. I am [redacted] to report that this matter is resolved and going forward only one bill will be sent. Should Ms.[redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. We are always [redacted] to help.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Consumer Response /* (3000, 17, 2014/07/15) */
They have NOT corrected the 2nd account still. I had extra charges on both accounts. I call the automated service and it says I have a zero balance, but yet when I speak with a customer service Rep I owe over $110. I dont understand why a second bill was ever created, and each time they cross my bills, my payment my service and addl fees get messed up and charged, and disconnected now 3 times. I dont ever know what my balance is. Right now as of 7/14 I STILL have 2 accounts, one saying zero and the other saying a different amount. This has been going on for months. I spend hours on the phone with Reps and noone ever thinks Im telling the truth on the situation. Is this ever going to get resolved, I shouldnt have to pay charges for disconnection when its the billing system USCellular has that is messed up, and where are my bills going..I recorded the zero balance automated service but they say I owe $ 110. I dont understand what is going on, why they cannot fix this!!
Business Response /* (4000, 19, 2014/07/16) */
July 16, 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 number. We are in receipt of Ms. [redacted]'s rebuttal to our previous response. She stated that we have not corrected the second account, that the automated service says she has a zero balance, and that a customer service rep said she owes over $110.00. Ms. [redacted] desires that the fake account be cancelled, so that she can feel confident when paying her bill. Additionally, she desires to stop getting disconnected and then charged with more fees.
Ms.[redacted] I completely understand Ms. [redacted]'s frustration with this ongoing matter. I gladly welcome the opportunity to review her account, and help get this resolved once and for all.
I have thoroughly reviewed Ms. [redacted]'s account, and I have personally verified that there is now only one active account for all of her services, and that the account number is XXXXXXXXX. I have also personally verified that the incorrect data plan has been removed from the line ending in 2723. Additionally, I have verified that all of the appropriate credits have been applied.
I deeply apologize for any misinformation from our automated system, but it can take up to two billing cycles for all of our automated system to be updated. However, I would like to personally reassure Ms. [redacted] that, from this point forward, she will only be receiving just one bill at a time, with the correct billing figures. The current balance on Ms. [redacted]'s account is $107.89. This is because the $2.50 credit was transferred over to the correct account, and then subtracted from the previous balance of $110.39.
We genuinely regret any confusion, inconvenience, and/or financial hardship this issue has caused for Ms. [redacted]. We would like her to know that all the right steps have been taken to resolve this completely, and that, from now on, she can feel confident when paying her bill.
I genuinely appreciate being able to address this matter and provide Ms. [redacted] with the answers she needs. If Ms. [redacted] has additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Business Response /* (1000, 24, 2014/10/10) */
October 10, 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 regarding what she believes to be overpayments, overbilling and an issue with multiple accounts being billed for her services.
We are very sorry for the problems that Ms. [redacted] has encountered. She has unfortunately been impacted by an issue resulting in a new account being created when she re-joined us February, and we take responsibility for the issues that were caused as a result. I have reviewed her account thoroughly and look forward to resolving these issues.
Ms. [redacted] the multiple account issue was resolved in June of this year. No charges have been placed against the second account since [redacted] of this year. No payments have been misapplied to either the old or new account. All payments that Ms. [redacted] has made since she re-joined us have been credited to the correct account.
Ms. [redacted] claims that we have overcharged her and she wants her money back. Ms. [redacted] I have personally reviewed every bill she has received since she re-joined us in February of this year. Here is a summary of what I have found:
Including both accounts since Ms. [redacted] re-joined us in February, we have billed her a total of $2,427.42
Of that amount, $297.06 was determined to have been billed in error.
We have issued her credits totaling $819.46, for the incorrect charges and due to her frustration. That amounts to a credit of $522.40 towards accurate charges just due to the frustration Ms. [redacted] has experienced.
She has made payments totaling $1289.30 since reactivating with us.
Ms. [redacted] I believe we have been quite fair in regards to Ms. [redacted]'s billing. We have credited her over 20% of her billed charges to date as goodwill gestures. This is in addition crediting any charges that were found to be in error. We are and continue to be very sorry for her frustration, and have tried our best to resolve these issues.
As stated previously, we did resolve the issue of charges going to two different accounts back in June of this year. One issue we concede we have not been able to fix and are still working on at this time is the problem of getting her correct balance via our automated system. Due to a problem that to date we have been unable to isolate and fix, we are not able to get the automated system to recognize the correct account. As a result, we are provide the correct balance when she calls in. I want to assure you that this only impacts that automated system and that Ms. [redacted] has and does receive a paper bill each month that does show her correct balance.
Having said that, we have a ticket open with our IS Department (Ticket # XXXXXXXX for reference) to fix the issue with the automated system. We have previously had tickets open for the same issue, and believed we had resolved the problem, only to discover it had not been repaired. At this time, a follow up is scheduled for the morning of October 11th for one of our specialists to call Ms. [redacted] with an update on the progress of the open ticket.
Ms. [redacted] in her complaint Ms. [redacted]'s stated "I want my service to STOP getting shut off every month due to there error." Her service has been suspended three times.
The first suspension occurred on April 21st and was due to a past due balance on one of the two accounts that were open at that time. All charges were found, at that time and again in my review of her billing in response to this complaint, to be accurate. The suspension was not a result of our error. However, in deference to the customer and the multiple account issue, we gave a credit for the $105.11 past due, restored her service and credited her restoral fees.
The second suspension occurred on June 22nd due to a $168.00 balance that was due on June 10th. The suspension was not in error. However, we still agreed to credit the restoral fees as another goodwill gesture to the customer due to the multiple account issue that had only recently been resolved at that time.
The third suspension occurred on September 15th due to a past due balance of $376.21 that was due on August 10th. The suspension was not in error. Once again, as goodwill towards the customer, we agreed to credit the restoral fees. This is despite the payment for the past due balance being more than 30 days late.
Ms. [redacted] in her complaint, Ms. [redacted] states that "I came back to USCellular after leaving last Christmas..." It is important to note that her account at the time she left had accumulated three months of unpaid bills, which resulted in suspension and eventual cancellation of her account in January of this year.
Even since her reactivation in February, her payment history has been inconsistent, which is the reason for her three suspensions, despite her claim that it was our error. Below is a table showing the payments we have received since she re-joined U.S. Cellular. Please note: (1) this does not include the payment of $1,019.71 she was required to make to cover her unpaid balance from the last three months of 2013 in order to reactivate her service; and (2) . Three of the six payments below were only received after we suspended Ms. [redacted]'s service due to past due balances.

Ms. [redacted] we take full responsibility for the errors we have made on Ms. [redacted], have apologized and continue to apologize for our mistakes. We have credited her for not only our errors in billing, but also for restoral fees which were not in our error and valid charges which we credited out of our desire to mend fences with Ms. [redacted] due to our previous mistakes.
Despite everything we have tried to do to fix any issue we were responsible for, Ms. [redacted] continues to request additional compensation. This is despite the fact that the only unresolved issue at this time is correcting the automated system to announce her correct account balance.
As recently as October 7th, according to our records, she requested we forgive her current balance of $212.35 due to our errors, specifically claiming that we are not applying her payments correctly and that she is being asked to make three payments in one month.
Ms. [redacted] as I mentioned previously, we have not misapplied any payments from Ms. [redacted]. Payments have always posted to the account with the balance that corresponded to the payment being made.
We are not requesting that Ms. [redacted] make three payments in one month. She did not pay her balance that was due on August 10th until her service was suspended September 15th. At that time she had already passed [redacted] due date of September 10th for her September balance. She now has her October balance due on October 11th.
Ms. [redacted] we did not find any billings in error beyond which we have already credited. We have already consolidated her accounts into a single account, which occurred four months ago. Her suspensions have been due to her lack of timely payments and not due to errors on our behalf. We continue to be apologetic for what did happen in the past and completely understand Ms. [redacted]'s frustration.
However, we have resolved every issue that has been brought to our attention with the exception of the automated system, and we are making every effort in good faith to resolve that as well. We respectfully request that she provide us the time to do so and we will keep her informed as to our progress. We also ask that Ms. [redacted] move forward with us as we cannot continue to credit her for issues that happened in the past and for which she has already been compensated above and beyond what we would do in any comparable circumstance.
We hope that Ms. [redacted] will understand what we have done and continue to do for her. We also hope that she understands what she can do to help keep additional problems from developing in the future. If she is unable to make a payment by the due date, she can always call us and we can work with her to setup a payment arrangement to prevent her services from being interrupted. Should she have additional questions, she [redacted] contact our Customer Service Department at (XXX) XXX-XXXX, and we would be [redacted] to help her.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 5, 2014/11/21) */
November 21, 2014
Revdex.com of Chicago
Attention: Ms.[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 Mr. [redacted]'s correspondence. Mr. [redacted] states that his wife's phone was stolen and he was not aware that there was a deductible when filing a claim and that the insurance is through a company called Assurant Solutions (Device Protection). Mr. [redacted] also states in his complaint that he was told his plan would be $140.00 per month but has a regular bill around $200.00.
We have reviewed Mr. [redacted]'s concerns. Because we value the security of our customers' information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in Mr. [redacted]'s submission.
Please advise Mr. [redacted] to resubmit this complaint with the information requested above and we will be [redacted] to address Mr. [redacted]'s concern at that time. 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 Business Response /* (1000, 10, 2015/08/05) */
August 5, 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. I am in receipt of Mr. [redacted]'s complaint regarding the Terms and Conditions of his contract. I apologize for the confusion and frustration Mr. [redacted] has been experiencing. I would be [redacted] to assist with this matter in any way possible.
In Mr. [redacted]'s complaint he states that he feels like the original Terms and Conditions of Service he agreed to when he first started service with us have been changed or breached. Mr. [redacted] has two specific objections to his Terms of Service.
The first objection Mr. [redacted] has is that when he first signed up for service in 2011 we had a promotion going on advertised as "One and Done" in reference to contracts. During this time, customers on qualifying plans could get a subsidized device in exchange for a 24 month agreement and when the line became eligible for a discounted upgrade again they could upgrade to a new phone without agreeing to another 24 month agreement. This promotion began in 2010 and the promotion ended in Aug 2013. This promotion was not included in our Terms and Conditions of service and as with any promotion; the offer was subject to change.
Mr. [redacted] upgraded to new phones for his two lines on 02/04/15 at discounted prices. Our notes indicate that before Mr. [redacted] upgraded we advised him of his upgrade options. We advised at the time he was on a retired plan and his options for upgrade would be limited to doing a Retail Installment Contract (which involves breaking up the full cost of the device into monthly payments) or changing to our current plan in order to do a subsidized upgrade. Mr. [redacted] was not [redacted] with either option and we made an exception for him, allowing him to get discounted phones in exchange for a new 2 year agreement without changing his plan as a one-time courtesy. Mr. [redacted] accepted this offer.
The second objection Mr. [redacted] has is regarding limited high speed data when outside of US Cellular's coverage area. Our Terms and Conditions of Service state "No more than 200 MB of your data usage in any month [redacted] be used in U.S. Cellular's non-licensed markets." These Terms and Conditions have not changed since Mr. [redacted] started service with us. Mr. [redacted] is disputing these Terms because his plan includes 5gb of data for each line. However Mr. [redacted] would need to be inside of our coverage area in order to use all of his allotted high speed data. Mr. [redacted] feels like his services have changed only recently because he states he has traveled outside of our coverage area before and been able to use more than 200mb but if he was ever able to use more than 200mb that would have been an error. Mr. [redacted] also states that our coverage area in his home area has changed. We are working on expanding our coverage area and our coverage area is ever-changing along with our partners'. I am sorry if Mr. [redacted] has noticed any changes in service in his area that he is dissatisfied with but this also is not a violation of our Terms and Conditions of Service.
In conclusion, the Terms and Conditions of Service Mr. [redacted] agreed to back in 2011 have not been breached or changed. Again, I would like to extend my apologies to Mr. [redacted] for any misunderstandings that [redacted] have taken place. Our Terms and Conditions of Service are located in our stores and online.
Should Mr. [redacted] have any additional questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Thank you for the opportunity to assist with this case.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
US Cellular's position is simple, our terms of service are subject to change as we choose as stated in, "This promotion began in 2010 and the promotion ended in Aug 2013." What this really means, is we'll bait you with some phony promotion and then change the TOS as we choose. It's amazing that US Cellular doesn't take this position, "Well since our TOS are really rules we write and change at will, you're such a great customer, that, now are TOS state that you are now in a contract for life."
"Mr. [redacted] upgraded to new phones for his two lines on 02/04/15 at discounted prices. Our notes indicate that before Mr. [redacted] upgraded we advised him of his upgrade options. We advised at the time he was on a retired plan and his options for upgrade would be limited to doing a Retail Installment Contract (which involves breaking up the full cost of the device into monthly payments) or changing to our current plan in order to do a subsidized upgrade. Mr. [redacted] was not [redacted] with either option and we made an exception for him, allowing him to get discounted phones in exchange for a new 2 year agreement without changing his plan as a one-time courtesy. Mr. [redacted] accepted this offer."
This is a complete lie. When I upgraded my phone, I stated that I wanted to stay on the same plan with no changes. The sales person agreed to this. If your records indicate something different, then US Cellular needs to go back and listen to their tape. NOTE: I try to do business with written documentation but US Cellular will not allow this because then they become accountable.
"No more than 200 MB of your data usage in any month [redacted] be used in U.S. Cellular's non-licensed markets." These Terms and Conditions have not changed since Mr. [redacted] started service with us. Mr. [redacted] is disputing these Terms because his plan includes 5gb of data for each line
This is another flat out lie. We had been using our data plans outside of what US LIARS, now consider their coverage area for two years without throttle downs. In fact, just recently US LIARS changed their map making our area even more restrictive then before.
So let's cut to the chase. What once WAS the best cell phone carrier in the nation has got bad. When US LIARS started losing money, they sold off their Wisconsin markets to [redacted] and [redacted] and really I'm not even a US Cellular customer anymore. I'm one of those above mentioned customers. SO... you can continue the charade but I know the truth. Now, I'll be bad mouthing US Cell and changing carriers ASAP.
Final Business Response /* (4000, 14, 2015/08/10) */
August 10, 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. I have received Mr. [redacted]'s rebuttal. In Mr. [redacted]'s Rebuttal he states that he is not satisfied with the response included in our previous interaction. I am truly sorry that Mr. [redacted] feels like he has been treated unfairly.
Mr. [redacted] is upset because the promotion advertised as "One and Done" on contracts was discontinued in 2013. In Mr.[redacted] Rebuttal he implies that he feels like US Cellular's Terms of Service are changed with little thought involved and all with the intent of deceiving customers. This is in no way true. US Cellular strives to offer a better experience than our competition and we work to provide consumers with the products and services they find valuable. We began the "One and Done" promotion with the understanding that it would be something many consumers would find appealing. The promotion did not live up to expectations and the decision was made to discontinue it. Again, I would like to reiterate that our "One and Done" offer was a promotion and not part of our Terms and Conditions of Service.
Mr. [redacted] is also upset because he states he was not informed that upgrading to new phones at discounted prices back in February of this year would have required new contracts on his lines. We show that Mr. [redacted] had contacted us via webchat on 02/05/14 and we discussed upgrade options then. We explained that in order to stay on a retired plan and upgrade to new devices he would be required to do a Retail Installment Contract. The customer refused to do a Retail Installment Contract and was given the option to get two phones at discounted prices and remain on his current plan as a one-time courtesy. Getting the two phones at discounted rates required new 2yr contracts at that time.
Mr. [redacted] mentions that he prefers to do business using written documentation and states US Cellular no longer allows this. This is not true. Customers can still start new service agreements and upgrade to new phones in our stores. There has been no change in the option of being able to do these types of things in our stores, except for the Retail Installment Contract being a new upgrade option. If Mr. [redacted] wanted to do a subsidized upgrade and remain on his retired plan, that would have required a higher-level exception being made, whether in the store or over the phone.
The final matter Mr. [redacted] is unhappy with is the fact that his data service is throttled after the first 200mb of high speed data are used outside of our coverage area. I apologize if Mr. [redacted] was not aware of these terms and conditions before but they were in place at the time he started service. I am also sorry if Mr. [redacted] feels like his coverage has changed over the past few years. I am showing that he should have very good service in his home town but I am showing US Cellular's coverage area only extends about 40 minutes north of him. After that he would be outside of our coverage area. If Mr. [redacted] has been able to use more than 200mb of high speed data when outside of our coverage area without being throttled before, he should not have been able to. I apologize if this has caused him so much confusion now.
Again, I would like to express my sincerest apologies to Mr. [redacted] for any misunderstandings that [redacted] have taken place. Should Mr. [redacted] have any additional questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Thank you for the opportunity to assist with this case again.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 5, 2014/05/12) */
[redacted] 12, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint. She stated she cancelled her mobile hotspot account at[redacted] U.S. Cellular in Belhaven, NC XXXXX in November 2013. Ms. [redacted] stated she has been billed since that day for service that was not active. She stated she has made many attempts to have the charges credited without success, and now the account has been turned over to a collection agency. Ms. [redacted] wants to be credited for $315.22, and a written statement that her account has been withdrawn from the collection agency.
I definitely understand how frustrating it can be when you are presented with charges you feel or you are absolutely sure you do not owe. I want to assure Ms. [redacted] that I will do everything in my power to investigate her account thoroughly. Hopefully with the information I find it will allow us to come to a fair resolution. I want to correct the charges if they are incorrect, or I want to provide Ms. [redacted] an understanding of the charges if they are correct. This account was sent to the third party collection agency known as Convergent on [redacted] 1, 2014. I have requested the account be placed on hold for thirty days so that we [redacted] address Ms. [redacted]'s complaint.
First I would like to address that Ms. [redacted] stated she cancelled her account in one of our U.S. Cellular stores. Ms. [redacted] sent us a letter dated February 13, 2014. In this letter she inquired on why she was still being billed for her hotspot when she stated it was fully deactivated as of November 15, 2013 because she returned the device to the retail store in Belhaven, NC. Ms. [redacted] continues in the letter to say she returned the device because of slow service and sometimes she was unable to access the internet. She acknowledged that she was aware of the two year contract which she felt was null and void because the service did not perform like it was contracted to.
We sent Ms. [redacted] a letter which stated we do not have a record of a request to cancel her account. In this letter, we informed Ms. [redacted] that if she returned the device to the store she still needs to call in to cancel the service because devices are not returnable after the first 15 days of service. We instructed her to please call Customer Service so that we can connect her to our Customer Relations Department which is the only department that handles voluntary cancellation requests. Our letter also told Ms. [redacted] that we will review the services issues she was experiencing and if we were able to verify when she took the device to the store, we would work with her on appropriate credits based on when she felt she cancelled the service. We advised in this letter that an early termination fee is applicable after the first 15 days of service. We advised Ms. [redacted] to contact us as soon as possible because eventually the account would be cancelled for non-payment and then assigned to a collection agency if it remains unpaid. I want Ms. [redacted] to understand that having service issues does not void a two year contract. We have in store technicians and a tier two Tech Support Department over the phone that is here to assist customers when they have service issues.
Ms. [redacted] sent another letter and stated she will not contact Customer Relations to cancel the account because she has contacted us through a letter and because she has visited our store in Belhaven, NC. She also expressed her concern on how is it possible she is being billed for a device that is not in use and how are we calculating overage charges.
We sent a letter informing Ms. [redacted] we have no record of a cancellation request in November, 2013. In the letter we explained at the charges are for usage on the wireless modem while the modem was still active. Ms. [redacted] had a two gigabyte data plan for $25.00 per month. This plan is billed at the start of a new billing cycle every month. When the data plan's usage is exceeded, then customers are billed $10.00 per additional gigabyte of usage. The amount of data usage used from October 22, 2013 through November 21, 2013 was 13.054 gigabytes of data. On the bill dated December 1, 2013 there was $120.00 in data overages on the wireless modem. This put the account balance at $146.74.
The next bill generated on December 29, 2013 for $26.74 making the entire balance $173.48 due on January 18, 2014. The next bill generated on January 27, 2014 for $26.75 making the entire balance $200.23 due on February 16, 2014.
Our records show the account was suspended for non-payment on February 20, 2014 and cancelled for non-payment on March 22, 2014. This means there should not be any charges for the two gigabyte plan after February 20, 2014. The next bill generated on February 27, 2014 with a credit balance of $1.61 reducing the balance to $198.62 due on March 19, 2014. The next bill generated on March 26, 2014 for $0 keeping the balance at $198.62. The final bill generated on April 26, 2014 for $59.76 making the entire balance $258.38. This bill had an early termination fee because the contract starting on December 21, 2012 until December 20, 2014 was not completed.
As a courtesy, I am going to credit both the December 29, 2013 bill and the January 27, 2014 for a total of $53.49 because the December 29, 2013 bill only had 161.792 megabytes of usage up until Ms. [redacted] returned the device. The January 27, 2014 bill had no usage. Ms. [redacted] will be responsible for the December 1, 2013 bill for $146.74 and the April 26, 2014 bill for $59.76. This is due to the data overages of 13.054 gigabytes used between October 22, 2013 and November 21, 2013 on the December 1, 2013, and the early termination fee of $55.85 on the April 26, 2014 bill.
With my adjustment, this has reduced the balance down from $258.38 to $204.89. I hope the information provided in my response gives Ms. [redacted] an understanding of the charges and how our cancellation process works. We have advised Convergent of the new balance of $204.89 and they [redacted] be reached at XXX-XXX-XXXX. Thank you and have a wonderful day.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

October 28, 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:...

851178930
Greetings:
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint, wherein she states that she got a tablet from a U.S. Cellular store, and that the tablet was having quite a few issues over the next three days. The problems persisted, even after troubleshooting was done at the store, so they returned the tablet under our 15-day guarantee. About five months later, Ms. [redacted] received a call from a collection agency saying they owed over $100.00 for the tablet. Ms. [redacted] said that this was due to the account not being closed correctly. Ms. [redacted] wants the debt removed.
I completely understand Ms. [redacted]'s frustration with this situation. I empathize with her position, and I welcome the opportunity to resolve this issue for her.
Upon reviewing Ms. [redacted]'s account, I discovered, as Ms. [redacted] said, that it was not cancelled correctly after the equipment was returned within the required time-frame. This resulted in monthly charges accruing until the account was eventually cancelled due to nonpayment.
On behalf of U.S. Cellular, I extend my deepest apologies to Ms. [redacted]. To correct the problem, I have recalled the debt from the collection agency, and cancelled it completely. I have also taken the appropriate measures to ensure that this will not affect her credit rating.
It has been my pleasure to resolve this issue for Ms. [redacted]. Should she have additional questions or concerns, Ms. [redacted] may contact our Customer Service Department at (888)944-9400.
Sincerely,
[redacted].
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/09/22) */
September 22, 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
[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 regarding number[redacted] being removed off the account without authorization. I understand Ms. [redacted]'s concern in this matter and I'm more than [redacted] to review the account for further information.
As Ms. [redacted] stated the line[redacted] was transferred into a business account by Change of Ownership. U.S. Cellular allows a transfer of ownership from one Account Owner to another. A Change in Ownership occurs when a phone number or account of the original Customer guaranteeing payment on the account is moved (or transferred) to a different Customer. The existing liable customer (Account Owner) must request the change. Appropriate Customer identification information from the Account Owner is required before completing the Change of Ownership. When a Change of Ownership is performed, the original Account Owner is forfeiting the line and new ownership is given to the new Account Owner.
[redacted], who is the Account Owner of account -1164, is not listed as an Account Owner for the business account in which the line[redacted] was moved into. Unfortunately, we are unable to process this Ms. [redacted]'s request at this time, because we value the security of our customers' information. To request ownership of the line[redacted], Mr. [redacted] will need to follow the steps above to complete a Change of Ownership or for further information regarding this line, they will need to contact the Account Owner for the business account.
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, 2014/02/13) */
February 13, 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:...

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint. She stated her billing has been spratic, and she has been over charged. She has requested for her contract to be dissolved and her bill to be reduced. I am more than [redacted] to review Ms. [redacted] account and provide assistance
Ms.[redacted] while reviewing Ms. [redacted] account I noticed she is on a 2000 voice and unlimited messaging family plan with 5 lines. Ms. [redacted] monthly price plan is to be $149.99. One of her lines has device protection that is charged at $5.95 per month and all 5 of her lines have a 2Gigabyte data package charged at $25 per month. In total Ms. [redacted] monthly payment is approximately $280.94. Currently Ms. [redacted] has a balance of $783.22 that is past due.
Ms.[redacted] Ms. [redacted] consistently has a past due balance on her account, and with her account carrying a past due balance service is interrupted and when her service is restored there is a $25 restoral from connection fee on her account. I am sadden to hear that Ms. [redacted]
Is considering cancelling her account; However due to her having contracts on each of her lines if she did cancel she would be charged an early termination fee. I truly apologize for any inconvenience we [redacted] have caused however Ms. [redacted] account has an outstanding balance due to not making her payment in full each month.
We appreciate her business and the opportunity to serve her wireless needs. She [redacted] reply to this message, or contact our Customer Service Department with additional questions or concerns by dialing (XXX) XXX-XXXX or 611 from his wireless device representatives are available daily from 6AM to 11PM, Central Standard Time (CST). We will be here to help in any way possible.
Sincerely,
[redacted]
Customer Resolutions Support
U.S. Cellular�®

April 11, 2016 Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate
11pt;">330 N Wabash Avenue Suite 2006 Chicago, IL 60611                                         Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]’s complaint which she states that she has been a long time customer for over 15 years and has never experienced as many issues as she has over the past few years. Ms. [redacted] states she had a problem ith calls being made to Canada from a line on her account when they never call Canada. Thankfully those issues have been resolved. Ms. [redacted] now states that the cost of her plan monthly is not what she was told it would be when she changed from an old Family plan to our new Shared Data plans. I certainly understand her frustration and I will be happy to assist her. Ms. [redacted] was on a old Family 1000 plan until November 2, 2015 when she switched to a 6GB for $55.00. Ms. [redacted] then changed her plan to the Promotional plan of 6GB for $40.00. The charge for each line on the Family 1000 plan after the first two lines would be $10.00. However, the Shared Data plans bill to what devices are on each line. On the Shared Data plan smartphones are billed at $40.00 and basic phones are billed at $30.00. However, if the lines qualify they could receive a discount from these charges. While on the $55.00 Shared Data plan some of Ms. [redacted]’s lines were receiving discounts. The lines ending in 4121, 5702, and 1925 were receiving the correct $10.00 discount associated with the basic phones on these lines. These discounts brought the $30.00 basic phone access charge down to $20.00 for each line. With the $55.00 for 6GB, the lines above being charged $20.00 a month, line 1926 being $30 due to not meeting requirements for the discount, and the two lines [redacted] and 1718 being smartphones and not meeting the discount requiremens were billed at a $40.00 access charge. This would bring a total before taxes to $225 a month. Now that Ms. [redacted] is on the $40.00 for 6GB plan the discounts remain the same and the overall savings is $15.00 from the amount above. The billing for the account is correct as I have found no errors. However, the two smartphones on your account will meet the requirements for their discounts in just a few weeks. I have added these discounts early and this will mean the smartphones will receive a $20.00 discount each off their monthly access charge. This will bring your monthly bills before taxes or fees to $170.00 a month. Ms. [redacted] will see these discounts shown on her next bill due in May along with extra prorated amount of discount. Should Ms. [redacted] have additional questions, he/she may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] A. Customer Resolution Support U.S. Cellular®

Initial Business Response /* (1000, 10, 2014/06/24) */
June 24, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXX-XXX-XXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Mr. [redacted]'s correspondence in which he states his wife has had U.S. Cellular service for many years. She had earned enough reward points to upgrade her phone, so they went to the store to process an upgrade. He states she was provided a contract to sign to which she replied that she should not have to sign another contract due to the plan she was on. He states they were told that that was why the reason that the early termination fee field was blank, so she signed getting her new phone. Mr. [redacted] continues by stating his wife recently decided to change service providers, and noticed an early termination fee of $215 on her bill. He states they called U.S. Cellular and were hung up on several times, before very rudely being told to go to the store for proof an early termination fee is not owed. He states at this point he called and spoke with a supervisor who informed him that they would have to get a copy of the contract from the store, so they went to the store and submitted the request. The copy they received back has no value written in the early termination field, so his wife then called back into U.S. Cellular at which time it was offered to reduce the early termination fee to $100. Mr. [redacted] would like for U.S. Cellular to acknowledge that an early termination fee is not owed as it was not in the paperwork that his wife signed. He would also like U.S. Cellular to own up to the mistake and apologize for the stress that this has placed on his wife who is pregnant.
We have reviewed Mr. [redacted]'s concerns. Unfortunately, we are unable to provide any account specific information at this time, as Mr. [redacted] is not an authorized party on the account in question. Because we value the security of our customers' information, we will require the account holder either contact us directly or she [redacted] write to the Revdex.com regarding this matter. If she would prefer to allow Mr. [redacted] to handle this matter on her behalf, she will need to contact our Customer Service Department directly at X-XXX-XXX-XXXX to add him to her account. 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, 2014/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will have my wife add me to the account today. I have spoke with them on the phone and she gave them the OK to speak with me about the account already but I will have her officially add me to the account.
Final Business Response /* (4000, 22, 2014/07/18) */
July 18, 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 Mr. [redacted]'s rebuttal to our initial response, and I welcome the opportunity to address this for him. Mr. [redacted] desires a waiver of the Early Termination Fee (ETF) based on the fact that the ETF field on his contract was left blank.
We definitely understand Mr. [redacted]'s disenchantment with unexpected charges upon cancelling the account. After conducting extensive research on this matter, I have determined that, even though the details regarding how the ETF is charged do appear in the Terms and Conditions, the initial value of the ETF ($350.00) should indeed have been filled in on the Early Termination Fee line on the second page of the contract. Since it wasn't in this case, I have applied a credit for the remaining balance of the ETF, in the amount of $123.53. Additionally, I have submitted a request to our Payment Control department to get this amount refunded to you as soon as possible.
We deeply regret any misinformation or misunderstanding, and we genuinely apologize for any inconvenience, frustration, or financial hardship this [redacted] have caused. I hope that Mr. [redacted] finds this resolution completely acceptable.
If Mr. [redacted] should have any additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 16, 2014/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Attached is a copy of the contract. If you note, all of the "Early termination fee" sections on the front page are $0. Including the fee for "Early termination fee for data device".
I don't understand how a company can give you a contract to sign stating you will owe $0 for early termination and then turn around and charge you early termination fees. That is not right and we have yet to be provided with any signed documents stating that we agreed to pay early termination fees. The only signed document I have been provided is the one attached clearly stating we will not owe early termination fees.
My wife paid the $100 "reduced fee" to get you off her back and protect her credit score but I am not going to let it go when we clearly did not owe you any early termination fee based on the papers we signed.

Initial Business Response /* (1000, 5, 2014/09/09) */
September 9, 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
Account Holder:[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 complaint regarding data service in her area. Ms. [redacted] states that she started service with U.S. Cellular in July 2014. Ms. [redacted] says that she has been roaming ever since she signed up for the service but it does work in some areas. Ms. [redacted] says that she does not get internet coverage in her area and was told that there is nothing that we can do about it. Ms. [redacted] also says that she recycled her old phones from her previous carrier so she is unable to get new ones. Ms. [redacted] is requesting that U.S. Cellular reduces her charges down to $10.00 per line for the data plan because she cannot use it.
I certainly recognize how frustrating this situation is for Ms. [redacted]. I know how important it is to a have a reliable mobile phone connection for phone calls and data. I will be [redacted] to review Ms. [redacted]'s information to further address her concerns.
I have reviewed Ms. [redacted]'s information. I noticed that there was an online order submitted on July 1, 2014 for a request to start service in [redacted] name. U.S. Cellular sent a responding email back advising that the order was being canceled due to the shipping address being located outside of our network. Later on July 1, 2014 we received a phone call from Ms. [redacted] requesting to complete the online order. On July 2, 2014, Ms. [redacted] contacted our Telesales Department to request 2 additional lines of services, but decided to go to the store instead to complete Device Financing on the new lines. Ms. [redacted] was instructed to refuse the phone she ordered over the phone so that she could get the phones in store. I see that there were a total of four lines of service activated on July 2, 2014 in store.
Ms.[redacted] when starting new service with U.S. Cellular, our customers have a 15 Day Excellence Guarantee they can use if the service is not working for them or if they are not [redacted] with their phone selection. The 15 Day Excellence Guarantee allows the customer to return their phone, in like new condition, and receive a refund for the cost of the equipment. The customer would only be responsible for any services used during the 15 Days.
I do see that Ms. [redacted] contacted our Customer Service Department on July 5, 2014 in regards to filing an insurance claim on line X2961 for the Samsung Galaxy Mega smartphone. The Samsung Galaxy Mega has a retail price of $500.16. Ms. [redacted] was instructed to file an insurance claim with Assurant Solutions and that there is a $175.00 deductible to replace the phone. Ms. [redacted] refused to file the insurance claim because she did not agree with the amount of the deductible. Ms. [redacted] was transferred to our Customer Relations Department and was advised that she would have to return the phone in like new condition in order to cancel the account within the 15 Day Excellence Guarantee. Ms. [redacted] was told that she could file the insurance claim then turn the replacement phone in within 15 Days to get the Early Termination Fee waived.
On July 7, 2014, an unlisted user,[redacted], contacted our Technical Support Department in regards to the nonresponsive Samsung Galaxy Mega smartphone on line X2961. [redacted] told our Technical Support Department that the phone's screen was replaced by a third party. [redacted] was advised that since the repair was completed by another party than Samsung, that the phone was no longer covered under the one year manufacturer's warranty. Our Technical Support Department assisted [redacted] with a factory data reset on the phone.
Ms. [redacted] contacted our Customer Service Department on July 25, 2014 to see about getting her Device Activation Fees waived and receive information about data roaming. I checked coverage in Ms. [redacted]'s billing address area and I noticed that she is located in our partner coverage area. This means that U.S. Cellular does not own tower coverage in this area. Ms. [redacted]'s phone will stay in roam when she is in this area. While roaming, Ms. [redacted]'s data plan is limited to 200 megabytes (MB) per line. When 200MB is exceeded, the data is throttled. The throttle is removed once the billing cycle starts over.
On July 30, 2014, Ms. [redacted] received a phone call from our Office of the President. Ms. [redacted] was offered to return all of her devices to the retail store to get her Early Termination Fees waived, which are equivalent to the remaining payments left on the financed devices. Ms. [redacted] was advised that she is already on a discounted price plan and there were no further discounts that could be applied. At this time, Ms. [redacted] can still take the offer granted from our Presidents Office to return her equipment to receive waived Early Termination Fees.
Ms.[redacted] I greatly appreciate your time and the opportunity to assist with Ms. [redacted]'s concerns. Although I am unable to honor Ms. [redacted]'s request for an even further discounted plan, I hope that she finds value in the information provided above. If Ms. [redacted] has any further questions or concerns, she [redacted] contact our Customer Service Department by dialing XX-XXX-XXXX from any phone.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I stated that I returned my phones what makes you think I will settle for that. I will have to go back and purchase new phones. Their full of[redacted] They gave me discounts because im military thats it. They never told me I would not have internet.I cant get no other services but sprint and they can provide better coverage. If the wont do it then I will file with the court a civil suit you bascially taking my money and two I should have 10gb not 200. She nevered mentioned about the contract payoff they making my credit look bad now.
Final Business Response /* (4000, 9, 2014/09/12) */
September 12, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
[redacted]
Dear Ms.[redacted]
Thank you for your continued communication in regards to the above account. Ms. [redacted] states if she agreed to return her phones she would have to purchase new phones. She states she was given discounts because of her military status. She mentions she was not advised she would not have internet and believes Sprint will provide better service. Ms. [redacted] states she will take U.S. Cellular to court if she is not accommodated. She mentions she should have 10GB of data instead of 200 MB. She states there was no mention of the contract payoff and believes this will affect her credit.
I certainly understand the need to get the best available rates and I have reviewed the account so that I [redacted] provide additional information.

I would like to clarify the account has Device Financing for each phone. There would be no Early Termination Fees associated with cancelling. However, the remaining balance of each device would be due upon cancellation. Ms. [redacted] was offered to return her devices in Like new condition and have the remaining balance for the phones waived. Although, I can empathize with Ms. [redacted]'s situation in regards to purchasing new phones with another carrier because she no longer has her previous devices, this an issue that falls outside the control of U.S. Cellular. What we have offered Ms. [redacted] is within our control and no other compensation or discounts are available. I would like Ms. [redacted] to know the account does have 10GB of data. When roaming data speeds are reduced once 200MB of data is used.
Below you will find the last four digits of each number, the name of the device financed, the full retail price of the device and the monthly installment amount for each phone purchased. The monthly installments are interest free payments paid over 24 months. The monthly payments cannot be altered.
7278 / iPad $629 = $26.20
6962/ Samsung Galaxy Mega $500.16 = $20.84
2691/ Samsung Galaxy Mega $500.16 = $20.84
3090/ Samsung Galaxy Mega $500.16 = $20.84
Ms. [redacted] has the 10GB data package for $100 per month plus a 10% military discount off the data package only. Each phone line has a $40 Smartphone access fee. Our current plan offerings provide a $30 discount to each Smartphone that is financed on the 10GB data plan. This brings the smartphone access fee to $10 per line per month. The Ipad access fee is $20. This makes the monthly price plan charges $90+$10+$10+$10+$20= $140 per month plus tax and Device Financing charges.
Ms. [redacted] requests that each phone line have a reduced interest rate of $10. As mentioned above the payments are interest free and the monthly payments are non-negotiable. I would like to remind Ms. [redacted] the monthly payments were previously agreed upon by the account holder when the Retail Installment Contracts were signed in store. If Ms. [redacted] would like to reduce the monthly bill there is an option to reduce the 10GB data package. Since Ms. [redacted] mentioned she uses WIFI often she [redacted] benefit by reducing her plan to 300 MB. The monthly cost for the data package is $15. The access discount will change to $20 per line because the discount is smaller for data packages under 10GB. This would change the monthly price plan to $15+$20+$20+$20+$20=$95 per month plus tax and Device Financing charges. This would result in a $45 monthly savings. I recommend this plan only if all users are willing to use WIFI only as 300 MB of data is very limited and could result in data overages.
Ms. [redacted] thank you for the opportunity to address Ms. [redacted]'s concerns. I truly hope the information has been helpful in understanding why no further discounts are available. Should [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Final Consumer Response /* (4200, 12, 2014/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A real big company would send theirs techs out to get better service. Now I wonder why they are not every were because they suck. But yet their store recommended you to recycle your phones for accessories. Back to the payiff amount my sprint is in the collections because of us cellular waiting to pay a contract off. Why should customers have to wait to their credit screwed up for you guys to pay . Termination fees are high but their advitisement is great. Dont worry about responding back because YOUR COMPANY SUCKS AND IM NOT THE ONLY ONE SAYING IT.

Complaint: [redacted]
I am rejecting this response because:
The sales associate stated that they went online for me and there was nothing else for me to do.  They stated that I would receive $50.00.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2014/07/23) */
July 23rd, 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 Mr.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint in which she states that two new lines were opened on her account in error which resulted in two unauthorized charges in the amount of $260.16 total being billed to her account. Ms. [redacted] states that we have as yet been unable to remove this charge, nor provide promised credits, goods, or contract renegotiations which were promised to her.
Every penny counts these days, and I can understand how concerning it would be to know that there is a pending charge for $260.16 which [redacted] appear on a forthcoming statement. I can certainly understand Ms. [redacted]'s desire for a swift removal of said charge. However, since the charge of $260.16 has not fully generated in our system, it cannot be removed until the statement generates. Once the statement generates, the charge will be credited to Ms. [redacted]'s account. I truly apologize for the delay, and the confusion surrounding the refund process.
Ms. [redacted] has been a loyal customer for a very long time, and we at U.S. Cellular certainly value her business. I regret the amount of time it took for us to deliver her phones, and the misunderstanding about needing to have them delivered instead of her being able to take possession of them immediately after the sale. I am glad that the second set of phones was delivered correctly, and Ms. [redacted] now has full use of her new equipment.
After reviewing Ms. [redacted]'s account, I regret that I was unable to find reference to any offers of accessories at cost. However, I did see that we have provided Ms. [redacted] with a free line of service, in addition to the $15.00 per line discount on her lines ending in [redacted] This brings Ms. [redacted]'s total before taxes for her three lines and 300MB data package to $45.00 per month instead of the standard cost of $105.00 per month - a savings of $60 per month. In addition to these savings, I have also placed a credit of $25.00 on Ms. [redacted]'s account, to help cover the cost of gas for her trips to our store.
I sincerely appreciate the opportunity to review Ms. [redacted]'s account, and provide information that I hope is helpful to her. Should Ms. [redacted] have any additional questions, she [redacted] contact our Customer Service Department by dialing (XXX) XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate that efforts are being made to resolve this situation, I will not accept this response until it is completely resolved. In my mind if you can place a pending charge on an account, you can also place a pending credit on the account. I had to cancel my automatic withdrawal for payment, so that payment would not be pulled out of my account for this amount in error on top of my monthly charge. I know that to have that money taken out of my account, would have complicated this matter, because I know US Cellular would not give me a refund.
This is not my normal way of handling matters. I am a kind, mild mannered person. But we have been promised one thing on top of another, and at this point I don't trust anything until I see the finished result. I appreciate the fact that I will receive a monthly credit, and I want to thank you very much for this, but I need to see this resolved completely before I am satisfied.
Final Business Response /* (4000, 22, 2014/08/15) */
August 15th, 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]
Good afternoon and thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal regarding a tax amount of $13.26 that was charged to her bank account from an order that was placed in error. Ms. [redacted] states that she has not been refunded back for this amount on her card or on her U.S. Cellular account. Ms. [redacted] requests that this be credited back to her in either form.
I can understand Ms. [redacted]'s frustration when contacting us about this issue again after seeing an unexpected charge. We apologize that this has not been taken care of properly and for any frustration this [redacted] have caused her. I appreciate the opportunity to get this matter resolved immediately and promptly.
I have reviewed Ms. [redacted]'s account showing all charges and credits back for the original orders placed in error for the phones. Ms. [redacted] is correct in stating that she was not credited back the $13.26 for the amount she was charged for the phones and so I have credited her for this. The current balance shows $20.04 after the credit applied. Again, we apologize for the time this took to be completely resolved and we hope that Ms. [redacted] can enjoy their new phones and we [redacted] have more future opportunities to restore her trust in our service.
We sincerely appreciate that Ms. [redacted] is a part of our U.S. Cellular! Should she have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 16, 2014/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The last time I made my response, I clicked "submit" without adding a small additional piece of information. On 7.9.14 we were charged $13.26 ...I am assuming for tax, on the two phones that were sent in error. Then on 7.11.14 we were charged $6.63 twice (equaling the same amount of $13.26) for the two new phones that were sent to replace the wrong phones. These charges are on our credit card. I have copied and pasted the charges below from the online statement of our bank. Since the credit for the phones is in place, I am also requesting that this charge for the tax be refunded also. Whether it is to our credit card or as a credit on our US Cellular account doesn't really matter to me. I just would like to receive a refund for the tax on the phones that were sent in error. thank you
07/09/2014 USCC CALL CENTER POS XXXXXXXXXXX IL US XXXXXX XX.26
07/11/2014 USCC CALL CENTER POS XXXXXXXXXXX IL US XXXXXX X.63
07/11/2014 USCC CALL CENTER POS XXXXXXXXXXX IL US XXXXXX X.63
thank you very much for the effort to resolve this issue for me and my husband. It really does matter, and we appreciate it very much.
Sincerely yours,
[redacted]

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: ...

N/A
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of [redacted]'s correspondence. Mr. [redacted] states his son was without a phone for nine months and his mother had a device with a dirty earpiece. He states when he tried to resolve the matter he was unable or unwilling to sign a two year commitment to have the device replaced. He state he was told he would not have to pay a bill but received a bill anyway. He states he cancelled service and feels he should not have to pay for service when he was advised he would not have to. Mr. [redacted] believes he should receive money back for poor service.
We have reviewed Mr. [redacted]'s concerns. I am sorry to hear Mr. [redacted] has had a poor experience with U.S. Cellular. I would love the opportunity to investigate this matter to provide more information regarding the issues Mr. [redacted] brought up. We value the security of our customers' information and we require the correct account number or cell phone number as listed on the account for verification purposes so that we [redacted] provide additional information. This was not provided in the submission.
Please advise Mr. [redacted]'s to resubmit this complaint with the information requested above and we will be [redacted] to address his concern at that time. 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, 7, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My phone number is XXXXXXXXXX.
The information that I submitted was only the tip of the iceberg and I have left multiply messages that were never returned. Also I was to receive a new Note 3 in June 2014, but never received it. I spoke with representive on made it clear to mail the phone the first week of June because we would be home that week from vacation, but it was never received. I also requested the phone several more times, but was never sent the phone. On multiply occasions I was told I never requested phone, but why would continue calling back asking where it was. At the end I was told that there were no more left and my only option was to get my phone fix by filing a insurance claim which I refused to do because that was insurance fraud. The supervisor informed me several times nobody would know and that way I would have to sign another contract. To start off with I was not commiting fraud, and secondly I was supposed to receive a free replacement. Then I was given two other options that I refused because I would be losing both ways. First I was told the they could send me a used Note 3 and I refused because my phone had warrantied and this used phone was as is. I told them if they stood behind the phone I would, but they refused. Next they wanted me sign a two year contract to receive a Note 4. This was ok, but why should I have to sign a two year contract for a replacement phone that was almost equal to this phone that they messed up and did not send. I was also told that I called and requested supervisors to much, but representatives could not handle my problems, and also my phone was messed up and would drop calls. So if I was speaking to a supervisor and my phone drop call several times maybe that is why I would call back. My phone and wife's would drop calls on regular basis, but through the system it not reflect dropped calls. One day US Cellular was working with wife on phone and they had to continue calling her back almost 10 times, but the system only showed a few dropped calls for entire month. My phone would cut data off all the time and in my job I would loose all the work I was doing. I had a Samsung Galaxy 3 that never worked from the day I received it. I was paying for a data package, but had use a Verizon hotspot at a cost of $45.00 a month extra while I was paying $45.00 a month for the data package through US Cellular. My son's first phone was continued taking into store right we bought it, but was instructed there wasn't they could do because it passed [redacted] I don't understand that considering you could not anything on his end when a phone call come through, but he could text. Also it was corroded inside eventhough none of the water indicators were triggered by water. My wife had a data package and she would call repeatedly because it would not work, but representatives could not figure out anything. Come to find out 3 months in a row the reason was due to them blocking her data for no reason, but they could never see that for days. We asked for call backs several times and never received return calls.(Out of 40 or 50 request probably got 3 call backs.) If you need more just call XXXXXXXXXX after 3:45 PM and will be [redacted] to share much more with you.
Final Consumer Response /* (4200, 11, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with [redacted] about this issue and did they tell you he told me on two occasions there would be no other charges and I have a witness to both conversations about this issue. [redacted] is a liar and a bully. They act like they contacted me on several occasions, but the truth is that it took over a month to receive a return call. I specifically asked about what we owed November and he specifically said no I would not owe anything else with my wife listening to the entire conversation because I had use speaker phone because my phone was messed up. US Cellular refuses to allow me to speak to anybody other than [redacted] and he tells you what he has to say than hangs up. The only way he returned my phone call in March is because a supervisor sent an email directly to him. They speak about trying to remedy my situation, but the problem with that is that they refused to send me the phone that I was
promised. Another thing is that when I left I was entitled to several discounts that were being implied like a 25% employee discount which I was entitled to receive, but [redacted] refuses to listen and he should be handled for the way he speaks to customers. I have left at least 15 phone calls with no return call, and when [redacted] calls he speaks to me like I am some child. Yes, [redacted] said something about early termination at first of call the first time I talked to him, but I did not misunderstand. To start off with that was at the first of the phone call and I made it clear to him that we were not under contract any longer. He supposedly reviewed my account before calling, but that was a lie because he did not know anything about the account accept I had to leave. The last payment to be waived conversation had at the end of the call. When I spoke to him a few weeks later he stated the same again. If they could satisfy me then why did the supervisor setup a return call to discuss options for a new phone. I was told by [redacted] that I had to leave because I could not be satisfied and called continuously asking for a supervisor in a day, but he would not even listen to reason. The reason for multiply calls was due to I was speaking with a supervisor and phone would drop the call so I had to call back many times. If they don't want me as a customer any longer that still doesn't relieve them of their duties as a cell phone company. They talk about customer service, but they never wanted to help me in anyway. To be clear my mom had a phone that she missed call after call because the speaker was not as loud as it should be. My son's phone would not take a phone call for almost a year and then I bought another phone, and then they replaced it with a phone that did receive calls and texts for days. He would 40 to 50 texts at one time. My wife was upgraded to an LG that was messed up when she received it and then received another one that was broken when it arrived. She dropped call after call, and they cut her data off for no reason at all. She finally received a Samsung Galaxy S5 that tried putting a contract on eventhough it was supposed be a replacement not a upgrade. I purchased a used phone and was able to apply points, but the phone came and data never worked. As I stated earlier I had to pay for service through Verizon for data to keep my job. It took almost 7 months to get a replacement phone that dropped calls, data cutoff all the time, and I had to talk on speaker phone because otherwise it hung up the call. In June I was supposed to receive a replacement phone and they never sent the phone. I was told I never requested the phone to be sent, but why then did I call continuously requesting the phone to be sent. Then around November they made it clear they no longer had that phone and now I had sign another contract to get a phone or take a used phone. I was not going to sign another agreement at that time, and just look at why. I never a used phone if they would cover it, but I refused to take an used phone with no warranty at all. I was ushered out of the company with no hearing with anybody to voice my concerns. I called the number they listed on reply if I had any other concerns, but when I called I was told there was a note to take a payment and not to talk to me. US Cellular has actually told me they did not have to provide me service eventhough I am paying the bill. They were not responsible for service eventhough it was a place they had service before. I DO NOT ACCEPT THIS ANSWER FROM THEM!!!!
Final Business Response /* (4000, 13, 2015/03/17) */
March 17, 2015
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms. [redacted],
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]'s rebuttal in which he reiterates the issues with his devices and the Customer Service he experienced.
While I understand Mr. [redacted] frustrations; U.S. Cellular's position remains unchanged and maintains that the final balance of $204.44 represents valid charges for services rendered and that these charges have been adequately explained to Mr. [redacted]. For these reasons, U.S. Cellular respectfully denies Mr. [redacted]'s request and the outstanding balance of $204.44 will be sustained. Effective March 6, 2015 Mr. [redacted]'s account was referred to Convergent, an outside collection agency. Please instruct Mr. [redacted] to contact Convergent at X-XXX-XXX-XXXX for all further inquiries regarding this balance. U.S. Cellular considers this matter closed.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Check fields!

Write a review of US Cellular

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

US Cellular Rating

Overall satisfaction rating

Address: 770 S Jefferson Ave Ste A, Cookeville, Tennessee, United States, 15108-3874

Phone:

Show more...

Web:

This website was reported to be associated with US Cellular.



Add contact information for US Cellular

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated