US Cellular

March 7, 2016 Revdex.com of Chicago
'Baskerville Old Face', serif;">Attention: Revdex.com Customer Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am sincerely sorry for all the inconvenience Ms. [redacted] has experienced when trying to cancel his account.  Customer satisfaction has always been our company’s primary goal, and we appreciate the feedback that Ms. [redacted] has provided regarding her experience with U.S. Cellular®.  I will be more than happy to research the account and provide assistance. Ms. [redacted] stated she has been a U.S. Cellular for many years, was very rarely late, her bills were constantly fluctuating and it was always a battle with keeping her bills the same.  Ms. [redacted] goes on to say when she cancelled her service she never received a final bill with all of her lines of service itemized; only one line was listed.  When Ms. [redacted] called to get a copy of her bill with all lines she was advised it cannot be done. This misinformation almost caused Ms. [redacted] to drive an hour away to have a paper statement printed out when she could go online and print the bill information herself.  Ms. [redacted] feels it was a lack of customer service not only on this experience however; throughout the many years of service we her provided. Ms. [redacted] feels this is absolutely unacceptable and her desired settlement is to unlocked her device and have her bill paid off for her troubles and hassle. Please allow me to say how much I truly respect the honest feedback Ms. [redacted] has shared with us. I want her to know that her voice is being heard! Customer satisfaction is and has always been our company’s primary goal. We, here at U.S. Cellular® take great pride in providing, not just “Good” customer service, but “World Class” customer service! It deeply saddens me to hear of anyone who feels they have received anything less. I would like to extend a heartfelt apology for all the frustration Ms. [redacted] experienced regarding this matter and would like her to know we truly appreciate Ms. [redacted]’s loyalty with us since 2012. After reviewing Ms. [redacted]’s billing statements, I noticed Ms. [redacted] carried a past due balance since July 10, 2015.  With a past due balance this means the balance will fluctuate each billing statement and consistently show the balance from the month previous.  I show on October 10, 2015, Ms. [redacted]’s account was suspended for nonpayment which resulted in all the lines being disconnected. On October 11th a payment of $285.00 was received and the account was restored. When Ms. [redacted]’s account restored there was a $25.00 restoral fees, per line. With that being said, Ms. [redacted]’s billing cycle ended on the 9th of each and restarted on the 10th.  In this situation, Ms. [redacted]’s October billing statement posted for a balance of $41.56 which was for $28.00 for a Retail Installments only, on line -[redacted], plus a past due fee of $5.00 and taxes. As you can see this was not a full bill, due to being suspended on the first few days of the billing cycle.  Once the November bill printed, she was billed for service from her past bill, October 10th through November 9th and current bill, November 10th through December 9th.  On November 19th we spoke to Ms. [redacted] and waived the reconnect fees for a total of $75.00 as a courtesy. I confirm on December 21st, Ms. [redacted] canceled her line ending in -0702 by taking her number to another provider. On December 29th, line -[redacted] also completed the same action.  This left line -0273 as the only number active on the account. As we mentioned previously her cycle ends on the 9th of each month and restarts on the 10th and the account had one remaining line, no the final bill never printed, due to having an active line. On January 11th, 2016 the account suspended nonpayment and on January 25th the account officially canceled for nonpayment. As of February 10th, the final bill printed now that the full account was canceled. After reviewing the account in full detail, the last payment made to the account was on October 11th for 285.00 and November 19th for $41.56.  As you can see, a payment was never received to cover service used, nor was the Retail Installments paid in full.  Once the Account is paid then the device the Ms. [redacted] wishes to unlock can be processed.  In the meantime, I would highly recommend Ms. [redacted] reaching out to our Financial Service Department to avoid being sent to a collection agency. Although my research did not produce the outcome Ms. [redacted] had hoped for, I would like to take this opportunity to thank Ms. [redacted] for her years of service with U.S. Cellular® and I appreciate the opportunity to address her concerns. Should Ms. [redacted] have additional questions, they may contact our Customer Service Department at ([redacted] Sincerely, [redacted] K. Customer Resolution Support U.S. Cellular®

Been a customer for 3 1/2 years. Upgraded new ph. added WI Fi before contract end. Recep noticeably bad. Not reliable, I'm disabled alone. Calls dropped, many. Over 1 Yr, calling Customer Serv. 5-7 ×s *229 advised, no better. 1 more call very angry holding back expand situation . Transferred to [redacted]. told new Phone in properly connected with old phone still connected. Told by Tech, Company not correctly providing service. Tech used Land line to me to correct phone still connected to [redacted].call. Phone was visually seen programed. Now works good. I called US Cell asked for fare reduction for 1yr unacceptable service provided. Company Management gave me a slap in the face. $ 60. Firm.
No sorry.
Unfair, please note Business treatment.

Initial Business Response /* (1000, 10, 2014/03/25) */
March 25, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]' complaint and I would be more than [redacted] to address her concerns.
In her complaint, Ms. [redacted] states that she switched from a family plan to a single line plan and her monthly cost was $35.00 before tax. She was informed that her mother's plan included unlimited incoming calls and did not include a data package or unlimited messaging. Her bill was consistent with the price that was quoted to her for two months, and then the next bill she received was in the amount of $234.00. She called in to our Customer Service Department and had her balance adjusted. She requested that we provide her with the last three months of billing and we advised her that we could not. She feels as if it is fraudulent to change a billing method without informing the customer. She would like us to retrain our billing department and make it clear that we must call the customer to inform them that we are changing a billing method. She sates that we should not send text messages o customers who do not have a texting package on their account.
I certainly understand the frustration caused by receiving a bill that is higher than normal due to unexpected overage charges. After reviewing Ms. [redacted]' account, I see that she was switched to a retired plan that we offered her on December 06, 2013. This is not a plan that is available to our customers anymore, however we value Ms. [redacted]' business, and it was offered as an attempt to retain the customer. She agreed to our National 1,000 plan for $35.00 per month. This plan has never included additional features such as unlimited incoming calls. I can assure you that if we did change the features on any of our plans, we would proactively inform our customers. The customer called in on December 23, 2013 because she had received an overage protection text message warning her that she had reached 75% of her 1,000 plan minutes. As a courtesy, we applied 500 goodwill minutes to the customer's account which prevented overages she would have incurred on her bill dated January 13, 2014 covering the cycle starting on December 08, 2013 and ending on January 07, 2014. These courtesy goodwill minutes were only valid for one billing cycle, and were expired on January 07, 2014. The customer exceeded her 1,000 minutes by 382 in her cycle starting on January 08, 2014 and ending on February 07, 2014. She was charged at $0.40 per minute, bringing her overage charges to $152.80. The customer was sent a text message when she reached 75% of her plan minutes, and another when she reached 100%. I know that it [redacted] be inconvenient for a customer who does not utilize their text messaging to receive overage protection alerts by this method. Please know that even if a customer does not have a text messaging package on their account, they are still able to receive these messages, and will not be charged for the ones we send out. Currently, text messaging is the only method we use for these courtesy warnings. I appreciate the customer's feedback on our process, and we will definitely look into providing other warning options in the future.
On February 18, 2014 we offered Ms. [redacted]' another retired plan option, the National 450 plan that did include unlimited incoming calls. We did this in an attempt to prevent any further overage charges. On the same day, we applied a total credit of $155.71 to cover the overages she was charged for on her bill dated February 15, 2014. We did this as a one-time courtesy because we very much appreciate Ms. [redacted]' business and her loyalty. Unfortunately, after researching her account I was saddened to find that she has cancelled her services with us as of March 08, 2014. We would be glad to have her back, should anything change for her in the future.
Also, Ms. [redacted] mentioned in her complaint that we refused to send her copies of her last three months of billing. We are always able and willing to provide a customer with any reprints of billing statements that they should request. I certainly understand her desire to have a copy of her previous bills. We would be [redacted] to mail additional copies of her bills to the billing address on her U.S. Cellular account for a reprint fee of $5.00 per bill. Because her account is closed, she will need to pay this fee in advance. If she would like to request bill reprints, she will need to mail a list of the bills she is requesting, along with her check or money order to the address given below.
U.S. Cellular
Attn: Customer Resolutions Support
[redacted]
Tulsa, Oklahoma XXXXX
She [redacted] also obtain copies of her billing statements by visiting her nearest retail location and our associates can print these out for her after receiving payment for the fees. I hope this information is helpful. I offer my sincerest apologies for the misunderstanding.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/03/12) */
March 12, 2014
Revdex.com of Chicago
Attention: Ms. [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s correspondence regarding the difficulties she experienced activating service with U.S. Cellular. In her correspondence Ms. [redacted] stated that she has had difficulties with U.S. Cellular since the beginning. She ordered phones Thanksgiving weekend, and they took well over three weeks to receive. She stated that she has talked to well over 15 sales associates regarding this issue. Ms. [redacted] then stated her her correspondence that she did not receive a bill, and had her service suspended. She also states that she is unable to log into My Account. Ms. [redacted] in her correspondence stated that after her service was suspended, that she wanted to cancel her service, and that her name is not correct. In her desired resolution, Ms. [redacted] stated that she wanted to share her frustrations. She also hopes the online department/billing will work to resolve how we run our company. Ms. [redacted] also wants U.S. Cellular to work on the helpful of when someone experiences a problem with our company.
I truly apologize for the frustrations and inconvenience Ms. [redacted] has experienced since activating her U.S. Cellular service. I am [redacted] to review her account to address her concerns.
Ms.[redacted] our records reflect that Ms. [redacted] activated service on November 30, 2013, and her phones were ordered on November 30, 2013. Ms. [redacted] called our Customer Service Department on December 9, 2013 due to not receiving the phones. We advised that we did not having a tracking number for the phones, and connected Ms. [redacted] to our Customer Relations Department as she was thinking of cancelling the account. During our conversation with Ms. [redacted], we noticed that the order was stuck. This caused the delay in the phones being sent to Ms. [redacted], and an I.S. ticket was submitted to correct the error. We spoke to Ms. [redacted] on December 10, 2013 and were able to resubmit her request. Ms. [redacted] activated the phone son December 13, 2013.
On January 20, 2014 Ms. [redacted] contacted our Customer Service Department as she had not received a bill. We advised her that a bill had not posted to her account, and provided her account number for My Account. Our customer service department spoke to Ms. [redacted] on January 31, 2014 and provided her the data usage she has used. We also provided her account number for My Account. Ms. [redacted] was experiencing difficulties with the PIN number for My Account. During our conversation Ms. [redacted], provided a PIN number and was advised this number was incorrect. Ms. [redacted] did not have an additional phone for us to call her back on.
Ms. [redacted] contacted our Financial Services Department on February 23, 2014 as her service had been disconnected. Her service was stored, and the restoral fees were waived. On March 10, 2014, we spoke to Ms. [redacted] regarding the two statements she received that are due in March. We advised her that she did not receive a bill in January. Due to this, she received two bills in January. However we did waive the restoral fees as we had previously stated we would.
Ms.[redacted] please let Ms. [redacted] know that I truly apologize for the experiences she has had with U.S. Cellular. I understand her concerns for the delays in billing, and the delay in send the phones to her. The iPhones were originally launched in November for the first time, and some makes/model of the iPhones sold pretty quickly. This caused a backorder for some the phones. I am sorry that Ms. [redacted] was not advised of this. I want to take this opportunity to show my appreciation for the feedback you have shared. 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 your opinion that matters most. By taking the time to share your thoughts, you help us make enhancements. I have forwarded Ms. [redacted]'s comments to our management staff. This will allow us to review our processes to correct these issues.
At this time I show that Ms. [redacted] has a balance on her account of $76.83. Due to the frustrations that she has experienced I have issued an adjustment of $76.83 to her account. This will give her a $0.00 balance on her account, and no payment will be due on March 26, 2014. Ms. [redacted] will receive her next bill after April 2, 2014.
Also in her correspondence Ms. [redacted] stated that we did not have her name correctly. I would like to have her name corrected. However her correspondence did not state which part of her name was incorrect. Ms.[redacted] Please have Ms. [redacted] contact our Customer Service Department at the number listed below if her first name is listed incorrectly. If her last name is listed incorrectly I recommend taking a photo id into her local U .S. Cellular retail location. This will allow her last name to be updated. Our retail location will also be able to assist Ms. [redacted] in registering for My Account. I hope this information is helpful. I truly apologize for the experience she had in receiving her phone, and the delay in receiving her bills.
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, 2014/02/25) */
February 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. We are in receipt of Mr. [redacted]' complaint in which he states he started service with U.S. Cellular in October and has had paperless billing from the beginning. He states every month he received a bill showing a $2.00 credit. Mr. [redacted] continues by stating that he called U.S. Cellular every month to see how much he owed and was told no balance was due, but then suddenly his phone service was disconnected on February 21 without notice. He states he then called U.S. Cellular to find out what the problem is and was told he had a $2.00 credit. He states he called an hour later and was transferred four times before being told that we had made a big mistake and five months ago we had switched the billing system and on accident he was set up with two accounts. One of the accounts was sending a statement showing the $2.00 credit, and the other was being billed, yet he had no idea of this account. Mr. [redacted] continues by stating that the mistake was on U.S. Cellular's part but that his services would remain off until he paid $271.00. Mr. [redacted] does not understand how a multi-million dollar company cannot keep their records straight, and how they are not fully aware of where their customers money goes or who owes what amount. He states now he is without service and will be until the mystery amount is paid, and he does not understand this. Mr. [redacted] states that he feels as if he should not owe anything. His desired resolution is that his account should be credited something, and at least have his services restored.
Ms. [redacted] I recognize the inconvenience and frustration that this situation might cause for Mr. [redacted]. Receiving a bill each month which states that you do not owe anything, and to have this confirmed with calls, only to have services get suspended. I realize how important it is to remain connected to family and friends, and am [redacted] to review Mr. [redacted]' account to provide information which he [redacted] find helpful.
On August 20, 2013, Mr. [redacted] spoke with our Financial Services Department and established a payment arrangement to keep his services active, although he had a past due balance at the time. The agreement made was to keep his services active with the past due amount of $75.58 to be paid no later than September 12, 2013. If this payment was not paid as agreed, services would be suspended for nonpayment on September 12. Mr. [redacted] did not make the payment as agreed; therefore services were suspended on September 12. As of September 27, payment had yet to be received, causing the account to cancel for nonpayment.
U.S. Cellular did not hear from Mr. [redacted] again until October 25, 2013. At this time, we advised Mr. [redacted] of the new balance of $192.94 was needed to have his services resumed from nonpayment, and a fee of $35.00 to resume his services if he chose to do so. The amount was higher due to another bill having generated for services that were used. On October 31, 2013, Mr. [redacted] paid $200.00 to have services resumed. As it turns out, the representative did not submit the request to resume his services. This was discovered on November 2 when he called back to inquire why his services weren't on yet. A request to resume his account was submitted at this time.
When his request to resume services was processed on November 6, a new cellular number had to be given to Mr. [redacted] due to his old number no longer being available. During this process, a second billing account number was incidentally started under his overall account profile. This created some split billing. When his service resumed, the prorated services plus the month in advance was billed under the new account number, XXXXXXXXX, in addition to the $35.00 resumption fee. The total of the first bill was $99.49. However, with the split billing, the toll charges (which could be directory assistance or international dialing) were billed under the old account number, XXXXXXXXX. This first bill after resumption on the old account number came to a total of a $38.75 credit balance after his $200.00 payment and a goodwill credit which we applied due to Mr. [redacted] being unable to get his previous cellular number back.
No payment had been received on the new account number (XXXXXXXXX), thus the second bill came to a total of $156.63 after the new charges for the month of service. Again, the toll charges were billed to his old account number in the amount of $7.07 after taxes, reducing the credit amount to $31.68.
The third bill since reactivation generated on January 24, and included a now past due amount of $156.63 on his new account number, and new charges for services of $57.33 bringing this account total to $213.96. Again, the toll charges were billed to his old account number in the amount of $15.89 after taxes, reducing the credit amount to $15.79.
As of February 15, 2014, the fourth bill since resumption of services was produced. After new charges for the monthly service on the new account, the balance is now $271.29 as no payments have been received. The toll charges still billed to the old account number in the amount of $13.73 for this month. This reduced the credit balance on the old account to the now $2.06 that Mr. [redacted] has referenced. Due to no payments having been received on the new account number, the services were suspended again as of February 20, 2014. This suspension prompted a call from Mr. [redacted] on February 21; however we have no documentation of hearing from him between the dates of November 8 and February 21.
During several conversations with Mr. [redacted] on February 21, we informed him of the past due balance of $213.96, and total balance of $271.29. We discovered that he was being billed under both the old account number (for the toll charges only) and the new account number (for monthly services and the resumption fee), and submitted this information to our Financial Services Resolutions Department to have the two account numbers combined, thus eliminating any further confusion. On this day, Mr. [redacted] requested to have the account researched to determine the validity of the charges, then later submitted this complaint. I have closed the research request based upon this complaint, and explaining the charges in my response. As stated above, we have no documentation of Mr. [redacted] calling into determine what amount was due, and as stated he did not have a credit balance of the $2.06 until the bill date of February 15. All charges are valid and owed; however as a courtesy due to the confusion and issues, I have applied an additional $20.00 goodwill credit to the account. This has reduced his past due amount to $191.79 with a total balance of $249.12. Mr. [redacted]' billing cycle ends on the 7th of each month; therefore we hope to have his two account numbers combined by this date allowing just one bill to generate.
In closing, I understand this has been a confusing and frustrating situation. I want to thank Mr. [redacted] for his patience while this is resolved. Should he have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Complaint: [redacted]
I am rejecting this response because:
 
As [redacted] from US Cellular states in his first paragraph, I was misinformed. It was the Wireless Agent from his company who stated this. Not only did they state this initially at the Outdoor Show, but again on the Monday when we lined up for my wife to come over and get her new phone. [redacted] also keeps stating information regarding the tablet being a factor in ANY of this, where again he is misinformed. When my wife showed up to get the new device, we did not take the promotional offer of the tablet, so this COULD NOT have weighed into the decision to have changed our plan. I believe the Wireless Agent was trained to try and deceive my wife and to get her to get off of a retired plan due to the fact they have retired it because it is a good deal for the consumer and not for the provider.
 
And as he states in his second paragraph that I was told by the retail store that my wife was not authorized, again it's the same discrepancies that I have dealt with since making contact with MY provider. 
 
[redacted] goes on in the third paragraph to state that I would not have been able to stay at the monthly amount of $210 per month, again I was mis-informed by his company not only once, but twice. I have been in nearly daily contact with [redacted] and thus far, just like he states here, they are unwilling to work with me on this. This whole thing came to light this quickly only because I happened to damage my phone the following Saturday and needed a replacement in which the best I could negotiate down to was $175.00 otherwise I would still be without a phone. I am upset because I have been paying for this coverage in the retired plan that I have been on and now they have the opportunity to stick me for more money.
 
I am not sure if [redacted] mentioned I did try and resolve this with him and his company. here was what I proposed:
·         US Cellular waive the phone replacement cost of my replacement phone·         Provide insurance on the two ** phones on this account at no cost to me·         Put us back to 15GB of internet
I am not trying to be unreasonable here nor do I have the time to sit around and argue about how badly I was mis-informed as well as deceived by US Cellular. I also told [redacted] if he wasn't willing to do anything, then I want to simply return the tablet, new phone that was bought, and the replacement phone and drop his company and go to another provider. I really don't want to leave, but if they won't work with me then I have no choice.
 
Please advise!
Sincerely,
[redacted]

When you have an account w/US Cellular you also have access to your account online. I've been trying to get a detail of voice and text on one of our lines and it takes til the next billing cycle before you can see it. Your only other option is to go to the local store and have them print of the detail, which I will so I can monitor this line. NOW, my biggest complaint about them is we were told there was a promotion to purchase a [redacted] tablet for penny. We did. We get the bill and look and there is a 2 year contract added to it. Nothing was said about a 2 year contract. They were sorry I wasn't told. Before this is all over with I'll probably go back to [redacted]. We live in WV and there is no coverage in PA. It's all roaming.

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)

Complaint: [redacted]
I am rejecting this response because:
Again, U.S. Cellular lists the terms and conditions of the rebate as written as an excuse not to honor the rebate. In their words below, they list the terms below, and then add one that is not in the written terms - "cancelling a required feature prior to processing the rebates violates the conditions of the offer." This, of course, is not written in the terms of the offer.
U.S. Cellular states we started with device protection+ , which is absolutely correct, and that we cancelled device protection+ (anytime), which is absolutely correct. Both of these items are in the written rebate terms. The new term invents a duration for which device protection+ must be held. This term is NOT in the terms and conditions for the rebate. In fact, the terms and conditions in the rebate which specify the duration for which device protection+ must be held in fact state ANYTIME as the duration.
Inherently, because it is in the written terms of the agreement, the time frame listed as "ANYTIME" is a condition for the rebate to be valid.
There are no other terms in the document that refer specifically to the duration that device protection+ must be held. The "8-10 weeks" specification is a time frame for processing the rebate, not a time frame for holding device protection+.
The terms have been met, and the rebate must be honored.
 
 
Ø Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offer.
 
Ø Allow 8-10 weeks for processing after final submission.
 
Ø Device Protection+: Enrollment in Device Protection+ required.
 
Ø You may cancel Device Protection+ anytime.
 
The terms clearly state that the customer’s reimbursement will be subject to the terms of the offer. Device Protection+ is a requirement of the rebate offer. While customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offer.
Sincerely,
[redacted]
Ø  Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offer.
 
Ø  Allow 8-10 weeks for processing after final submission.
 
Ø  Device Protection+: Enrollment in Device Protection+ required.
 
Ø  You may cancel Device Protection+ anytime.
 
The terms clearly state that the customer’s reimbursement will be subject to the terms of the offer. Device Protection+ is a requirement of the rebate offer. While customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offer. Mr. Sanford contacted us on June 3, 2016 and requested the Device Protection+ feature be removed from all lines on the account. Mr. Sanford was advisedtwice that removing this feature would negatively impact any rebates. Ten days later on June 13th Mr. Sanford submitted his final bill from his previous carrier. Mr. Sanford’s Contract Buyout rebates were denied due to the required Device Protection+ feature having been voluntarily cancelled by Mr. Sanford.
Ø  Customer will be reimbursed for the ETF or remaining device balance reflected on final bill subject to the conditions of the offer.
 
Ø  Allow 8-10 weeks for processing after final submission.
 
Ø  Device Protection+: Enrollment in Device Protection+ required.
 
Ø  You may cancel Device Protection+ anytime.
 
The terms clearly state that the customer’s reimbursement will be subject to the terms of the offer. Device Protection+ is a requirement of the rebate offer. While customers may cancel Device Protection+ at any time, cancelling a required feature prior to processing the rebates violates the conditions of the offer. Mr. Sanford contacted us on June 3, 2016 and requested the Device Protection+ feature be removed from all lines on the account. Mr. Sanford was advisedtwice that removing this feature would negatively impact any rebates. Ten days later on June 13th Mr. Sanford submitted his final bill from his previous carrier. Mr. Sanford’s Contract Buyout rebates were denied due to the required Device Protection+ feature having been voluntarily cancelled by Mr. Sanford.

May 23rd 2016
Revdex.com of Chicago
[redacted]ention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
                                       
Re: Complaint Number: [redacted]
Customer’s Name: [redacted]
U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of her Rebuttal requesting to cancel her three phone lines without penalty.
Ms. [redacted] states that U.S. Cellular withheld information regarding the feature of the phone and its’ inability to utilize both voice and data simultaneously. Ms. [redacted] states that this is a “safety” issue for her as she needs to utilize this feature for her work. Ms. [redacted] also states that she continuously gets dropped calls, delayed text messaging (which sometimes don’t go through) and delayed voicemails. Ms. [redacted] states that sometime her calls won’t go through at all.
We have reviewed Ms. [redacted]s’ Rebuttal. I deeply regret any device issues she may be experiencing and truly recommend that she calls in to speak with our Technical Support for troubleshooting. With that being said, we deny Ms. [redacted]s’ request to cancel her phone lines without penalty. We offer a 15 day Subscribers Remorse guarantee that allows our customers to trial our service risk free. If for any reason said customer was unsatisfied, their Early Termination Fee/remaining Retail Installments and Device Activation fee would be waived upon receipt of the returned device(s). The customer is subject to a $35.00 Restocking fee as well as is responsible for all prorated charges for service. As Ms. [redacted] did not utilize this 15 day guarantee, we are unable to approve the waiving of any cancellation penalties. I genuinely apologize for any further frustration or inconvenience this m[redacted]er may cause her. I respectfully request this m[redacted]er closed.
Should Ms. [redacted] have any other questions, she may contact our Customer Service Department at ([redacted].
Sincerely,
[redacted] T.
Customer Resolution Support
U.S. Cellular®
.

Truly awful customer service. I called US Cellular twice tonight. The first call I was on hold for over an hour and as soon a I heard a ring I got disconnected. I called later, hoping for a less busy line. I waited 50 minutes this time, got connected, gave my phone number and got disconnected again. I try even a third time just after 10 locally after seeing the line was open until 11 and received a recording that it was after their business hours. The US Cellular call center could not possibly be run any worse than it is.

Initial Business Response /* (1000, 10, 2015/09/03) */
September 3, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] complaint where he states that we was told by a U.S. Cellular store we were not getting the Samsung Galaxy S6 and went ahead and upgraded to the Samsung Galaxy S5. Approximately 2 months after U.S. Cellular released the Samsung Galaxy S6. Mr. [redacted] also states that he spoke with a store representative about getting a mobile hotspot to use for school and was not told that his phone could be used as a mobile hotspot. He also states that he had problems with his Samsung Galaxy S5 and was told by U.S. Cellular that we would replace his Galaxy S5 with a Galaxy S6.
We have reviewed Mr. [redacted] complaint. I want to sincerely apologize to Mr. [redacted] for not having his return label and replacement phone to him by now. While reviewing his account I do see several notes where we state that we would be sending a Galaxy S6 to him along with a return label to send his damaged Galaxy S5 back to U.S. Cellular. On February 18, 2015 Mr. [redacted] purchased the Galaxy S5 which was 2 months before the Galaxy S6 launched. U.S. Cellular associates do not know what phones will be released until a few weeks prior and the Galaxy S6 was launched April 10, 2015. I have placed the order to send him a Samsung Galaxy S6. This order will be shipped tomorrow at overnight delivery at no extra cost. There is normally a $35.00 restocking fee for items returned to U.S. Cellular. However, I have removed this charge and Mr. [redacted] will not have to back a restocking fee for returning his Galaxy S5.
When U.S. Cellular released the Samsung Galaxy S6 not every store received the device. The majority of non-corporate store locations did not choose to sell the device in store. U.S. Cellular has a great partnership with Samsung which allows us to release new devices along with other carriers. Mr. [redacted] have been at a store location that did not opt in to selling this device in store.
On June 6, 2014 Mr. [redacted] purchased a mobile hotspot with U.S. Cellular. This device was added to his account and a two year agreement was required on this device. Mr. [redacted] was given paperwork stating the details of his plan, agreement and the U.S. Cellular return policy. The U.S. Cellular return policy states that customers have 15 days to return equipment and cancel the service with no cancelation fee. Mr. [redacted] did not contact U.S. Cellular one time in regards to not wanting is hotspot for the remainder of 2014. It wasn't until September 1, 2015 he called to inquire about canceling the mobile hotspot. If Mr. [redacted] decides he would like to cancel the hotspot he purchased on June 6, 2014 an Early Termination of $56.25 would apply to his account and billed to him.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (2000, 12, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I do accept. I'm getting what I actually came in for finally after 7 months of going back and forth. Next time I will just wait and not go by what the employees tell me. If they had an idea that the phone was coming in they should of educated me that my best option would be to wait and not to try and get me to just update because I walked into theRe store. I definitely will not believe anything the employees at the[redacted] store tell me for now on. Maybe educate employees better on finding the customers needs and better understanding what the customers actually need so they don't get stuck with 2 devices that have Hot Spot. Which the one they told me I needed ended up in reality not needing it because the phone I had already had those features. I have less then a year left for the mobile hot spot so I can live with it.
I've always had great service at that store till this year. They have lost my trust and do not recommend people on going there.

Initial Business Response /* (1000, 10, 2015/07/23) */
July 23rd, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Account Number: XXXXXXXXXX
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 she was told in one of our store locations that her friend would have service while in Florida. Ms. [redacted] went on to state that her friend did not have service while in Florida. Furthermore, Ms. [redacted] states that she ported her services over to[redacted] due to this issue. Ms. [redacted] states that[redacted] was supposed to reimburse her for the remaining amount of the Retail Installment that she had for her iPhone 6, which was $479.20; however she states that[redacted] is not following through with their promise to pay this phone off and she feels like she is stuck with the amount.
I would like to apologize to Ms. [redacted] for any frustration that she or her friend [redacted] have experienced because of issues of using their service while in roaming areas. U.S. Cellular provides itself into providing a world class network that is ranked either 1st or 2nd by J.D. Power & Associates in every market we do business in, and we strive to provide service in areas that customers do not normally have cellular service. Also, our advertisements carry the same clear disclaimers about service as do our customer service agreements.
We have roaming agreements with many major providers in the state of Florida, so her friend would have had the ability to use her phone within the state of Florida. I, myself, recently traveled to [redacted] Florida and did not run into any areas within the state of Florida in my travels that did not provide me with cellular service. While we are able to provide cellular service in the state of Florida with partner providers, we do not have any store locations in the state of Florida.
When using our services in a roaming territory or on another's carrier's towers, unfortunately we cannot guarantee that your service will work to its best capabilities. In addition to that, we have a limit of 200MB's of data roaming when not in our area. This is a common practice with most mobile carriers in the United States and I certainly hate to see that this has led to Ms. [redacted] terminating her service with U.S. Cellular with porting her service to another provider.
In our customer service agreements (such as the one that Ms. [redacted] would have signed when she purchased her phone, and also at the initial start of U.S. Cellular service) it clearly states the following information: At least 50% of your monthly voice usage for each device on your account must be used in U.S. Cellular's licensed markets. No more than 200 MB of your data usage in any month for each device on your account [redacted] be used in U.S. Cellular's non-licensed markets. More information that is included on one of our customer service agreements can be accessed by clicking this link: http://www.uscellular.com/site/legal/index.html. As well our coverage maps can be easily located by visiting this link: http://www.uscellular.com/coverage-map/coverage-indicator.html.
Furthermore, the Retail Installment agreement that Ms. [redacted] signed when she purchased her iPhone 6 on January 31st, 2015 clearly states that if the customer cancelled their service before paying off the remainder of the balance owed on the phone, that the full remaining balance would be billed to the customer on their final bill.
We have reviewed Ms. [redacted]'s complaint. While we certainly hate to lose Ms. [redacted]'s business, we are very open with not only our roaming policies, but with our coverage areas as well in the service agreement that she signed, as well as information readily available on our website or with our Customer Service department. We do provide our customers with roaming agreements with other cellular providers while outside of our licensed U.S. Cellular markets, such as in the state of Florida. We are sympathetic with the financial issues that Ms. [redacted] is currently going through, however she voluntarily cancelled her service with U.S. Cellular to go to[redacted]. We cannot control the reimbursement policies of another company when it comes to purchasing off the remaining balance of early termination fees or retail installment costs. Unfortunately the full remaining balance of $537.11 is still owed to U.S. Cellular.
We understand that sometimes things come up that can get you behind and we would love to help. If Ms. [redacted] would want to set up a payment arrangement on her balance, she can contact our Financial Services Department so we can go over payment options with her. She can reach our Financial Services at XXX-XXX-XXXX. Our Financial Services are available Monday through Saturday from 6:00am-10:00 pm, Central Standard Time. The Financial Services Department is closed on Sunday.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well I tried to set up small payment arrangements and they told me everything has to be paid in full by August 19 th and there is no way I can do that I'm so sick of people taken people for granted thank you
Final Business Response /* (4000, 14, 2015/07/24) */
July 24th, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name:
U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s rebuttal in which she states that we could not come to terms with her on a payment arrangement with our Financial Services Department towards her current balance owed.
Payment arrangements can only be made through our Financial Services Department. We are unable to negotiate arrangements through the Revdex.com. We would be [redacted] to accept any payment Ms. [redacted] can make while her account is with U.S. Cellular. We typically hold an account for at least 30 days after cancellation. The account could potentially be turned over to an outside collection agency if Ms. [redacted] is unable to pay the balance in full. If that occurs, we can no longer accept payments from Ms. [redacted] and any remaining funds would need to be paid directly to an outside collection agency.
We have reviewed Ms. [redacted]'s rebuttal. While we are sympathetic with the financial issues that Ms. [redacted] is currently going through, Ms. [redacted] voluntarily cancelled her service with U.S. Cellular to go to[redacted]. Any issues with receiving a reimbursement for a phone trade in with[redacted] would need to be discussed with[redacted]. Unfortunately U.S. Cellular does not have any options to assist Ms. [redacted] in the dealings with another company and because of this, we respectfully ask that this matter be closed.
Should Ms. [redacted] have additional questions, she [redacted] contact our Financial Services Department at XXX-XXX-XXXX or our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/03/12) */
March 12, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

N/A
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above complaint. I am in receipt of the correspondence from Ms. [redacted] stating that a mobile Hotspot was purchased with 2 Gigabytes of services. Ms. [redacted] states that any data used over the allowed 2 Gigabytes is to be charged $10.00 per Gigabyte and is not to exceed charges of $50.00 in a month. Ms. [redacted] states that over the past few months she has been charged for each Gigabyte of overage causing the bill to be over $100.00. Ms. [redacted] states that this was not in the original contract and would like the charges adjusted.
Ms.[redacted] I would like to apologize for any frustration Ms. [redacted] have experienced while attempting to resolve this matter. I recognize the concern additional charges on a bill can cause. I appreciate the opportunity Ms. [redacted] has given us to research and address this matter as well as provide additional information that [redacted] be helpful.
U.S. Cellular previously offered plans that provided an overage cap on minute overages. With this the overages would not exceed the amount set for that plan. The overage cap was not an option that was available with our data plans that offered an overage rate of just $10.00 per Gigabyte over the allowed amount in the plan. I am truly sorry for any confusion this [redacted] have caused.
I have reviewed Ms. [redacted]'s concerns. Unfortunately, I am unable to address this matter in more detail as the account number or cell phone information provided on the complaint does not match our account records. Because we value the security of our customers' information, we will require the correct account number or cell phone number as listed on the account for verification purposes to discuss Ms. [redacted]'s account. Ms. [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we [redacted] proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Business Response /* (4000, 24, 2014/03/29) */
March 29, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular 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 second rebuttal complaint on data usage where she is stating she does not do anything different now and if anything uses her device less. Ms. [redacted] feels like the usage has increased considerably for no reason. Ms. [redacted] also stated that she was told that she could purchase extra usage by paying $10.00 per GB and that the plan she had would be plenty for the usage she was planning on using. She also said she was told that 5GB would become an unlimited usage plan and that her account would never be billed more than that.
Ms.[redacted] I will be [redacted] to see what I can find out to help Ms. [redacted] regarding her data usage complaint. In my research I was able to find out that we have opened up data dispute cases and have informed Ms. [redacted] that the usage is valid. We have also informed her of the different types of situations that would use more internet. I see that on March 22, 2014 Ms. [redacted] spoke to one of our Technical Support specialist since was having problems connecting more than one device on her hotspot. Our technician did some troubleshooting steps to get the device to work but it ended up being an issue with the device she was trying to use. Our technician advised Ms. [redacted] to have the computer device checked since it did not seem to work on her hotspot device.
Ms.[redacted] I would recommend that Ms. [redacted] have her hotspot device checked by one of our in-house technicians and also have the devices that she is trying to connect to her hotspot checked. If Ms. [redacted] is not using her hotspot device as much as she used to something has to be causing the increase in usage. I would also recommend that when the hotspot is not in use to turn it off. When it remains on and not in use, even the activities that have low data usage can accumulate. Ms. [redacted] is always welcome to monitor her data usage by checking online on her My Account or she can call one of our Customer Service representatives at the number below and we will be [redacted] to help her with that information.
Ms.[redacted] in regards to the part of the complaint where Ms. [redacted] said she was told that 5GB would become an unlimited plan and that she would not be billed more than that is incorrect information. However, we do have some new shared data price plans that have more data available in case Ms. [redacted] wanted to upgrade to a larger data plan to avoid the overages. I did see that the plan Ms. [redacted] has does charge the $10 per GB if she goes over her plan. I hope Ms. [redacted] finds this information helpful. We are all here to help in any way we can.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

October 2nd, 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: James [redacted]
U.S. Cellular Account Number:...

[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]'s complaint in which he states that he called us when he made his January payment for some assistance because he had incurred restore from suspension fees when his services had suspended for nonpayment on December 4th, 2014. Mr. [redacted] further states that he incurred further restore from suspend fees when his account once again suspended for nonpayment on April 8th, 2015.
In addition to the restore from suspend fees, Mr. [redacted] states that he feels as if he should not have to pay for the early termination fee that occurred on his phone number ending in 8728 because the last contract he remembered signing on that line was signed on October 30th, 2010. Mr. [redacted] is requesting that we waive the restore from suspension fees that occurred on December 4th, 2014 and April 8th, 2015, as well as the early termination fee on the phone number ending in 8728 and the late fees that he occurred on his last seven bills.
We certainly want to apologize for any inconvenience that this has caused Mr. [redacted] and we certainly value the time that he spent with us as a customer. We also understand how frustrating that it can be when you find charges on your bill that you feel should not be there. In review of Mr [redacted]'s account, the last documented contact that we had with him on the phone was on December 12th, 2013 when he had called in to make a payment with our Financial Services team. The last store documentation that we have on Mr. [redacted]'s account that I see was on August 7th, 2014. When we access a customer's account, whether it is on the phone with a Customer Service representative, or in the store with a Retail representative, a distinctive timestamp is left on the account to acknowledge that someone had pulled up their account. Mr. [redacted]'s last timestamp on his account was from an interaction with a store representative on August 7th, 2014.
I want to apologize for any confusion that Mr. [redacted] may have when it pertains to this process, however I see no documentation of an offer to waive his restore from suspension fees on his January 2015 bill. In review of Mr. [redacted]'s financial records since his November 2014 bill, I see the following information:
November 4th, 2014 bill printed for the amount of $237.04, which included a past due balance of $116.02 that was actually due by October 29th, 2014. The current balance of $121.02 of that bill was due by November 29th, 2014.
December 4th, 2014 bill printed for the amount of $250.13, which included a past due balance of $237.04 that was actually due by November 29th, 2014. The current balance of $13.09 of that bill was due by December 28th, 2014. The balance for this month was lower than normal due to the fact that Mr. [redacted]'s account was suspended on December 4th, 2014. If a customer is suspended when their bill prints, we are unable to legally charge them for their service until their next bill prints. If the customer pays their balance to restore the account, they would then be charged for services used in the previous billing period, in addition to a $25.00 per line restore from suspension fee.
January 4th, 2015 bill printed for the amount of $300.85, which included a past due balance of $13.09 that was actually due by December 28th, 2014. The current balance of $287.76 of that bill was due by January 29th, 2015. The current charges of this bill covered services provided to Mr. [redacted] from December 5th, 2014 thru January 3rd, 2015, as well as January 4th, 2014 thru February 3rd, 2015 in addition to the restore from suspension fees that were applied when Mr. [redacted] made a payment on December 5th to restore the account from suspension.
February 4th, 2015 bill printed for the amount of $174.46, which included a past due balance of $50.00 that was actually due by January 29th, 2015. The current balance of $124.46 of that bill was due by March 1st, 2015.
March 4th, 2015 bill printed for the amount of $169.46, which included a past due balance of $50.00 that was actually due by March 1st, 2015. The current balance of $119.46 of that bill was due by March 29th, 2015.
April 4th, 2015 bill printed for the amount of $171.48, which included a past due balance of $50.00 that was actually due by March 29th, 2015. The current balance of $121.48 of that bill was due by April 29th, 2015.
May 4th, 2015 bill printed for the amount of $309.30, which included a past due balance of $121.48 that was actually due by April 29th, 2015. The current balance of $187.82 of that bill was due by May 29th, 2015.
June 4th, 2015 bill printed for the amount of $318.78, which included a past due balance of $194.30 that was actually due by May 29th, 2015. The current balance of $124.48 of that bill was due by June 29th, 2015.
July 4th, 2015 bill printed for the amount of $443.17, which included a past due balance of $318.78 that was actually due by June 29th, 2015. The current balance of $124.39 of that bill was due by July 28th, 2015.
August 4th, 2015 bill printed for the amount of $242.36, which included a past due balance of $278.17 that was actually due by July 28th, 2015. The current balance was actually a credit of $35.81, due to the account suspended for nonpayment, that went towards the previous balance to reduce charges due by August 29th down to $242.36.
Mr. [redacted]'s account suspended for nonpayment for the final time on July 5th, 2015. On July 20th, 2015, his account cancelled for nonpayment due to the escalated past due balance. In further review of Mr. [redacted]'s account, I see that he visited a retail location on May 3rd, 2014 to upgrade his phone number ending in 8728 to the LG Freedom 2. In that transaction, Mr. [redacted] signed a two year agreement to purchase that device for only $49.99 instead of the full retail price, so the early termination fee for that line was based upon the date of cancellation and the breaking of the remainder of the contract, which would have been fulfilled on May 3rd, 2016.
We have reviewed Mr. [redacted]'s complaint. While we certainly empathize with the harsh effects of dealing with the winter cold and having increased costs of keeping warm during this time, however we have no documentation on Mr. [redacted]'s account that confirms his request for assistance on his billing in December. In the following months, Mr. [redacted] never followed up with us to inquire about the previous balance of $50.00 that carried over for many months, which eventually caused the account to suspend for nonpayment on April 8th, 2015.
Due to any confusion of this issue, I have removed the two restore from suspension fees, in addition to the applicable taxes from Mr. [redacted]'s January 4th, 2015 bill. This credit reduces Mr. [redacted]'s total balance down to $186.60. All of the remaining charges on Mr. [redacted]'s bill are valid fees and are not eligible to be waived.
We understand that sometimes things come up that can get you behind and we would love to help. If Mr. [redacted] would want to set up a payment arrangement on his balance, he can contact our Financial Services Department so we can go over payment options with him. Mr. [redacted] can reach our Financial Services at 866-487-5341. Our Financial Services are available Monday through Saturday from 6:00am-10:00 pm, Central Standard Time. The Financial Services Department is closed on Sunday.
Should Mr [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400.
Sincerely,
Shannon C
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 5, 2014/04/02) */
April 2, 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: ...

N/A
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms.[redacted] correspondence. In her correspondence Ms. [redacted] states that her bill was currently paid in full. She continues to states that the cost of her three phones is approximately $210.00. However today we took $332.03 out of her bank account. Ms. [redacted] states that she had cancelled the auto-payment, and we took the payment out anyway. She states that was going to pay the bill next week as she was saving the money to pay a different bill. Ms. [redacted] is requesting to have $122.00 refunded to her account.
We have reviewed Ms.[redacted] concerns. Unfortunately, we are unable to process this request at this time, as the account number or cell phone information provided on the complaint does not match our account records. Because we value the security of our customers' information, we will require the correct account number or cell phone number as listed on the account for verification purposes. You may do this via the Revdex.com or by contacting our Customer Service Department directly at [redacted] from their U.S. Cellular phone. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 7, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
needed an account number 6039431298 to be resolved
Final Business Response /* (4000, 13, 2014/04/16) */
April 16, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: [redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms.[redacted] rebuttal. In her rebuttal she states that she did cancel the payment as soon as the bill was available and she saw the balance as she knew the bill was too high. She is very frustrated that we are suggesting she did not cancel her payment correctly. She states that since the billing change at U.S. Cellular her bills have not been consistent. She is upset that we took more money out of her account than we were supposed to and that she has to do more work to get it back. She states she will not be sending in a bank statement and understands that her account is going to be credited. Ms. [redacted] states that she will no longer use auto pay and that every bill will now be scrutinized and any dispute will be taken to the Revdex.com.
Ms.[redacted] I understand that Ms. [redacted] is upset about the additional money that was removed from her account. I understand that having more money remove than planned can make for a financial hardship.
[redacted] was simply stating how canceling auto pay on My Account works, she was not trying to offend Ms. [redacted], which is clearly what happened. For that I do apologize as I know that was not her intent. Ms. [redacted] states that she canceled her payment in looking at the time stamps on her account she canceled the auto pay for future payments only there was not a second request for the payment on her March 12th. This is why her payment was drafted, I recognize that this has caused frustration for Ms. [redacted] and I am only trying to clarify why her payment was drafted.
I understand that Ms. [redacted] does not want to send us her bank records, which is her choice, we were simply providing her with the information we would need to refund her checking account. Ms. [redacted] also has the choice to stay un-enrolled in auto pay, I can understand that this experience has caused her not to trust our auto pay service; we hope that over time we can earn back her trust.
Ms. [redacted] also stated that she will be scrutinizing all her bills and taking any of her disputed directly to the Revdex.com. While it is within Ms. [redacted] to take any dispute to the Revdex.com, we highly encourage Ms. [redacted] to reach out to our Customer Service Department in the event that she has an issue with her bill so that have the opportunity to correct any issues on her account. By going to U.S. Cellular first we may be able to resolve the issue quicker than involving a third party.
Should Ms. [redacted], have additional questions, they may contact our Customer Service Department at [redacted]
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 11, 2014/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did cancel the auto pay. As soon as I received the email saying my bill was ready I went in, saw what it was because I knew I couldnt pay it all and cancelled it and it said it was cancelled. So dont tell me I didnt do it right. Since the new billing system has been started it was nothing but a headache because my bill wasnt consistent.....So.. since US cellular took money out of my bank account that wasnt theirs I am the one that has to do the extra work to provide proof that you took money from me????? I refuse to even let you people look at my bank statement....so I guess you people won and get to keep my hard earned money. Sure it gets credited to my account but that isnt the point. I have other bills to pay and from now on I refuse to use auto pay. Future bills will be scrutinized and issues will be reported thru the Revdex.com.

Initial Business Response /* (1000, 10, 2015/08/21) */
August 21, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Cellular Account Number: N/A
Thank you for contacting U.S. Cellular. We are in receipt of Ms. [redacted]' correspondence. Ms. [redacted]' states that U.S. Cellular is contacting her multiple times a day and that she has asked U.S. Cellular to remove any contact information from our system several times.
We have reviewed Ms. [redacted]' 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 her submission. In order for this matter to be resolved we will need an Account Number or Phone Number to access the account.
Please advise Ms. [redacted] to resubmit this complaint with the information requested above and we will be [redacted] to address her 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)

September 12, 2016
 
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
[redacted]

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] rebuttal stating that that we do not have reliable service and she would like the money back for the time frame she didn’t keep the service.
 
We understand the importance of having a working phone at all time. It is never out intention to cause any frustration for our customers. I will be more than happy to address her concerns today.
 
Unfortunately, we would not be able to refund Ms. [redacted] for the unused services as it is a prepaid account. She prepaid for the service that she was using. She did make a $9.00 payment towards the account with hopes that it would get her better internet, but that was not the case. Since we do not have a package for data only, once she was slowed down the data would not go back to regular speed until she came back into a U.S. Cellular market.
 
We only issue refunds for service if our customer is within 15 days of getting service with us. This account has been active with us since July 10, 2016, which would have put Ms. [redacted] well past the 15 day return time frame. Even when she contacted us in regards to the data being slowed down she still was outside of the return time frame.
 
We advised Ms. [redacted] multiple times that where she was using her service that we wouldn’t be able to get the full use of the data service since it is limited to 400 MB outside of the coverage area. As advised in the previous complaint based off the coverage map Raleigh, NC is in partner coverage. That means that she is no longer using a U.S. Cellular® tower, she is using another providers tower in that area. I am sincerely sorry that while she was in Raleigh she wasn’t able to get the best internet service since she was roaming.
 
We have reviewed Ms. [redacted]’s complaint and I regret to find that the account has been cancelled. However, I understand that having internet service for business purposes and we were unable to provide what she was looking for. At this time we are still not going to be able to refund the money she paid towards the prepaid service back to her. She is outside of the 15 day return time frame to return anything back to us for a full refund. I respectfully request that this matter be closed.
 
Should Ms. [redacted] have additional questions, he/she may contact our Customer Service Department at ([redacted]

Sincerely,
 
[redacted]
Customer Service Support Team
U.S. Cellular®

Initial Business Response /* (1000, 10, 2014/12/16) */
December 16, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint regarding the delay that he has experienced in waiting for his rebate for the number ending [redacted]. I certainly understand Mr. [redacted]'s frustration since he has not received the payment from Young America, the company who handles those payoff transactions for U.S. Cellular(r).
We at U.S. Cellular know that it is difficult for the pay-off rebate cards to take longer to receive than what the customer [redacted] have expected. I will be glad to review Mr. [redacted]'s account and provide additional information regarding his concerns.
The information on the web site where she submitted the request for the payments says:
Customers must register through Young America microsite (www.uscellular.com/contractpayoff)
Customers must register separately for each line of service that is requesting a payoff. If the customer submits only one time for multiple lines, they will only get the payoff on one line.
Send or upload the page on the bill with the ETF fee to the microsite showing the ETF to the PO Box listed under "resources". (If a bill page is submitted and there is no ETF fee on it the customer will be denied)
Customers must scan or mail in their bill with their early termination fee listed. Customers only need to provide the page of their bill with their carrier logo, ETF, customer phone number and customer name within 60 days of activation.
Customer will receive a prepaid debit MasterCard with the amount of their ETF paid out, up to $350, per CTN.
Prepaid cards will be received within 12-14 weeks of submission.
The information in italics above specifically says the customer must separately register for each line requesting a payoff. Since he did not do that, and the rebate had to be resubmitted and corrected for the number ending [redacted] making the rebate process much lengthier. I can certainly understand the importance of receiving his rebate in a timely manner unfortunately we cannot expedite due to an error Mr. [redacted] made when he originally submitted this rebate.
On December 5, 2014 we responded to an email sent from Mr. [redacted], in which we contacted Young America. Based on the information provided by the Young America rebate center, Mr. [redacted] can expect to have the payoff on the line ending [redacted] processed and mailed out to him no later than December 19, 2014.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was two submissions, but the rebate company entered the same number twice. That is not my complaint. The resubmit date was on 8/5/15 with a promise of 12 to 14 weeks. It is now 19 weeks and still no card.
Final Business Response /* (4000, 14, 2014/12/18) */
December 18, 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],
I am in receipt of Mr. [redacted]'s rebuttal regarding his rebates. Mr. [redacted] states that he would like for U.S. Cellular(r) to expedite the rebate due to the length of time that he has waited.
Ms.[redacted], I can understand the frustration that Mr. [redacted] has experienced waiting for his rebate. We are so grateful that Mr. [redacted] returned to U.S. Cellular(r), and we want nothing more than to make sure that he receives his rebate as soon as possible.
I have reviewed Mr. [redacted]'s account and also contacted our rebate department for more information. Mr. [redacted]'s rebate card has been approved and will be mailed within the next few days. He should have the rebate card by the end of next week. The card was issued on December 16th in the amount of $290.00 and only takes about 5-7 days to be mailed. I want to assure you Ms.[redacted] that if the rebate card had not been approved, and if it were not in the process to be mailed, we would certainly make an exception for Mr. [redacted] and find another resolution.
I hope that this resolves Mr. [redacted]'s issue. We apologize for the inconvenience and frustration this has caused Mr. [redacted]. We appreciate his business and look forward to being his service provider for many years to come.

Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/08/22) */
August 22, 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: XXXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint which consists of her experience in trying to get her screen repaired on her smartphone.
I definitely understand Ms. [redacted]'s frustration caused by her description of what sounds like a relatively minor problem with the screen on her phone. I apologize that this has created a level of frustration for her.
Ms.[redacted] while Ms.[redacted] describes the screen as "popping out" on one corner, it is not an easy process to repair especially for someone who is not trained in that type of phone repair. Simply "popping" the corner back in can create even more problems internally if not done properly. Ms. [redacted] spoke of a couple of options presented to her which included a repair from Apple for $80.00 or a phone replacement through her Device Protection for the deductible of $150.00. While this deductible is somewhat expensive, it is replacing the entire phone and not just the screen. While Ms. [redacted] is concerned with the price of the deductible, it is for instances just as she has encountered that the Device Protection is designed. Since the full retail price of her phone is $549.99 the insurance covers the $399.00 difference for replacement. Even though Ms. [redacted] was able to purchase her phone originally at a promotional price, the cost to replace is much higher. I regret that Ms. [redacted] has encountered this problem with her phone and that her options for repair are limited.
Ms. [redacted] is requesting her early termination fee be waived and allowed out of her contract for this inconvenience. Unfortunately, we cannot accommodate her request. However, if Ms. [redacted] chooses to have her phone repaired either by Apple or any other phone repair center, we will gladly credit her account $25.00 toward the price of the repair upon proof of the repair receipt.
I do want to thank Ms. [redacted] for her business and am truly sorry that dropping her phone resulted in her screen damage. If we can be of any further assistance in this matter, please have Ms. [redacted] contact our Customer Service Department at X-XXX-XXX-XXXX
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular