US Cellular

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

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]

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.

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®

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.

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

October 23, 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: unknown
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Shawn [redacted]'s correspondence. In his complaint Mr. [redacted] states he purchased a plan that included unlimited data and that when he exceeded 5 Gigabytes of data, which he says was not disclosed, then his service was disconnected. He then moved his number to Verizon and was charged for an Early Termination Fee which has since gone to a third party collection agency.
As a resolution he would like us to remove the account from the collection agency and remove the fee of $51.00.
We have reviewed his complaint but in this complaint he does not provide an account number or the phone number that he used when he was at US Cellular. We cannot therefore access his specific account.
By way of general information we can affirm that we did not sell, nor advertise, an Unlimited Data plan in 2010 which is the year he mentions that he had service.
Please advise [redacted] to resubmit this complaint with his account number or the phone number he had when he was with US Cellular. We will be glad to discuss his account in a specific manner at that time. If he has documentation such as a contract or a US Cellular statement indicating that he had unlimited data we will be glad to review this documentation. He can attach this documentation in a response to this Revdex.com complaint if he prefers to do so. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2014/03/12) */
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

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.

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®
.

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, 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

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, 2015/07/23) */
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, 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, 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

February 9, 2016 Revdex.com of Chicago Attention: Revdex.com Customer...

Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611                                         Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]’s complaint stating that in June he agreed to a two year agreement with us at a set price. He stated that for a few months there were problems with the price of the bill and we corrected our error each time. One of the lines associated with his account took their number to a new provider, which resulted in an early termination fee. Mr. [redacted] is requesting that we waive the early termination fee due to us not getting him the correct pricing over the last few months. I would first like to apologize to Mr. [redacted] on behalf of U.S. Cellular for all the problems he has experienced with his bill. I know that having the correct detail is very important so he doesn’t have to continue to have to follow up with us to get it corrected. However, I am glad that we have made the attempt each time to correct our problem. I will be more than happy to review Mr. [redacted]’s account and provide additional information on the account. Our documents show that on 06/16/2015 we offer Mr. [redacted] an 8 gigabyte data plan with a 30% loyal customer discount and discounts on all three of his lines with a two year agreement and he agreed. The billing cycle on the account starts over on the 14th of each month. Therefore, he got a bill that was dated 06/14/2015 which was higher than what he was quoted just a few days prior. Since the bill was already generating when the changes were made they didn’t reflect on the 06/14/2015 bill. All changes that he made reflected on the 07/14/2015 statement, and that is why that bill was only $20.65 due by 08/08/2015. On the 08/14/2015 bill it was $239.05 and that bill was higher due to $116.55 in calls billed to the account. On 08/22/15 Mr. [redacted] contacted us to see why the bill was higher. We advised that there were calls on the bill and unfortunately, we couldn’t provide the details on the calls that we was looking for. We advised him that we would need for him to have a copy of the bill for him to let us know what numbers were dialed in order for us to discuss them. A research case was created regarding this issue and once the case was worked we attempted to call him and left messages for him to call back. We never received a payment for that bill and we also didn’t receive a call back regarding this until 10/08/2015. When he called back we applied a credit to the account at the time and informed him of the remaining balance, which he paid. Since a partial credit was applied for the calls on the account another case was created to apply the remaining credit, which was denied as we found no errors in the calls. However, on 10/22/15 Mr. [redacted] called in and we waived the fees as a one-time courtesy. There were no further calls to us regarding the bill after this point until recently when he called us questioning why he bill was higher. We advised him that the -9264 line was charged and early termination fee for cancelling the service before the agreement was over. He contacted us and wanted us to waive the fee since he states he has been having problems with his bill each month. We offered to waive 1/3 of the fee twice, but he declined on both occasions. Mr. [redacted] contacted us and stated he was aware that the line was porting out but based off our documentation we show that he also stated he was never aware of the contract. However, in this Revdex.com he states that he was aware of the two year agreement; therefore, he would be responsible for the full early termination fee.  We will be willing to apply credit for 1/3 of the charge that was offered in the past, but we will not make this offer again if it is declined he will be responsible for the full fee. We have reviewed Mr. [redacted]’s complaint and we have offered to waive 1/3of the charge as a one-time courtesy due to Mr. [redacted]’s tenure. This offer will be available for 7 days. If he chooses to take advantage of the offer we will be happy to apply the adjustment until 02/16/2016. He currently has a balance of $270.27 that is past due. If he needs more time with making this payment he can contact Financial Services and they will be happy to see what options are available.   Should Mr. [redacted] have any additional questions, he may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] C. Customer Resolution Support U.S. Cellular®

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)

Initial Business Response /* (1000, 10, 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 Mr. [redacted]'s correspondence regarding the credit balance on his account. Mr. [redacted] states that he cancelled service with U.S. Cellular of 140 days ago, and that he has received four monthly statements. Mr. [redacted] had a credit balance of $49.44 on his account. He states that he has called our billing department twice requesting the credit be refunded. He also stated that he would receive the check within a week to ten days. Mr. [redacted] is requesting to have the amount of $49.44 refunded to him, and states that we held onto the money longer than necessary.
I can understand Mr. [redacted]'s concerns regarding the delay in sending the refund amount. I truly apologize for the frustrations this issue has caused Mr. [redacted].
Ms. [redacted]our records reflect that Mr. [redacted] cancelled his U.S. Cellular service on October 5, 2013. On October 9, 2013 contacted our Customer Service Department determine if the account was cancelled. We advised that the account was cancelled. On November 3, 2013 Ms. [redacted] contacted our Customer Service Department regarding account balance. We advised that she would not receive the refund until the final bill prints. On December 3, 2013 Mr. [redacted] contacted U.S. Cellular regarding the refund. We advised at that time that the refund would take approximately 6 to 8 weeks to receive. However the final bill had not printed. Due to the final bill not printing, we were unable to refund the credit balance. On January 30, 2014 a request was submitted to have the refund sent to Mr. [redacted]. The refund was processed on February 28, 2014, and sent to the billing address on file. On March 3, 2014 we received a call from Mr. [redacted] regarding the refund. He asked why he hadn't received the refund. We advised that the delay was due to the final bill not printing, and that he will receive the refund within 2-3 weeks.
Ms. [redacted]I truly understand Mr. [redacted]'s concerns regarding the delay in receiving the refund. I regret we had a billing delay that impacted Mr. [redacted]'s account. Due to the delay, his final bill did not print until February 26, 2014. Once the bill printed we were able to issue a refund for the amount of $49.44. At U.S. Cellular, we require the final bill to be printed before a refund can be issued. This is due to any additional charges that [redacted] be pending on the account. If a refund issued, and then charges appear on the bill the account owner would be responsible for the additional charges. In Mr. [redacted]'s case, he did not have any additional charges and his refund has been processed.
Ms. [redacted]please advise Mr. [redacted] that the refund has been issued. If he has not received the refund within 2-3 weeks, I recommend contacting our Financial Services Department at X-XXX-XXX-XXXX. I hope this information is helpful, and I truly apologize for the frustrations this issue has caused Mr. [redacted].
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
Final Consumer Response /* (2000, 12, 2014/03/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check finally arrived in mail today (3/6/14)

Initial Business Response /* (1000, 10, 2015/04/03) */
April 3, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

XXXXXXXXX

Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint regarding her account. In her complaint Ms. [redacted] states that she was put on an incorrect price plan and was billed more than she agreed to. This amount was removed from her checking account through automatic payments that she has on her account. Ms. [redacted] states that she has had to call in multiple times to get this resolve. Ms. [redacted]'s desired resolution is the free month and $50 credit that was offered, in addition Ms. [redacted] would like "a free upgrade or 2."
I can certainly understand Ms. [redacted]'s frustration with the situation. I want to apologize that her plan was set incorrectly and that she was billed and charged for that incorrect plan. I can understand how upsetting that must be. It is never our intent to make things more difficult for our customers but rather quite the contrary. I appreciate the opportunity to assist and provide more information in this matter.
On January 17, 2015 Ms. [redacted]'s plan was changed to a 100GB shared data plan in error, the plan should have been a 10GB plan. On February 13, 2015, Ms. [redacted]'s bill was generated for $567.84 which is substantially more than the amount she should have been billed. At this time a notification email was sent to the email address provided in her online account to notify her of the new bill and the scheduled payment amount and payment date of March 4, 2015. On March 4, 2015, the payment of $567.84 was processed and removed from Ms. [redacted]'s checking account. On March 9, 2015 Ms. [redacted] called in to let us know that the incorrect balance was taken from her account. On March 11, 2015, Ms. [redacted] called in and expressed a desire to cancel her service. She spoke with our Customer Relations Department at this time. Ms. [redacted] stated that she wanted a free phone, and was advised by Customer Relations that if she upgraded and got a new phone for free she would lose her $30/month discount that is applied to each line. Ms. [redacted] was offered a $50 credit toward her account instead and accepted this offer. On March 25, 2015 Ms. [redacted] called in again to check the status of her refund. At this time she spoke to [redacted] and was offered a free month of service due to the problems she had with being charged for the incorrect plan and due to the wait to get the refund back. At this time we credited back the full amount of her most recent bill plus an additional $88.19 for a total of $509.67. The most recent bill was printed before the plan error was caught, so the total on the bill was $421.48. On March 26, 2015 a check in the amount of $617.88 was mailed to Ms. [redacted] to refund her for the payment of $567.48 plus the $50 that she was offered on March 9, 2015. On March 31, 2015 Ms. [redacted] called in again and spoke to [redacted]. Ms. [redacted] requested a supervisor and was advised by [redacted] that he could assist her. Ms. [redacted] declined to speak to [redacted] and requested a supervisor instead. Ms. [redacted] then spoke to[redacted]. [redacted] advised Ms. [redacted] that her check was mailed on March 26, 2015 and it could take 2-3 weeks for the check to arrive. It was noted that Ms. [redacted] ended the call with[redacted] after[redacted] declined to give her permission to record the call per U.S. Cellular policy.
Having reviewed Ms. [redacted]'s complaint and the history on her account, I can understand Ms. [redacted]'s frustration. Again, I want to apologize to Ms. [redacted] that this has been so much trouble to get resolved. Looking over everything that has been done up to this point, I can see that we have done everything we are able to and more to help make this right for Ms. [redacted]. We have mailed a check to Ms. [redacted] in the amount of $617.88. This is the full amount of what she was billed for service between February 6 and March 5. It should be noted that we did not deduct what Ms. [redacted] should have been billed for the correct plan for that time period, essentially giving her that month of service for free. We have also credited her for one full additional month of service plus an additional $50 based on the inconvenience she has had. As I mentioned earlier, the full month of service that we credited was a full month at the incorrect/higher price plan. Ms. [redacted]'s most recent statement dated March 6, 2015 covers service through the end of her bill cycle on April 5, 2015. Since we changed her plan on March 9, Ms. [redacted] will receive an additional credit for the difference in cost of the 100GB plan ($375) versus the cost of the 10GB plan ($90) between the dates of March 9 and April 5. This substantial additional credit will be reflected on her next billing statement and will be applied toward her monthly service charges. Since Ms. [redacted]'s payment was made through her checking account, the only way we are able to refund the amount that was paid is through a check. That check was mailed on March 26 and should be arriving to Ms. [redacted] in 2 to 3 weeks. Due to the substantial amount of credit toward her service that Ms. [redacted] has received and will receive, the option to get one or two free phones is not something we would be able to do.
I hope that the information I have provided helps to ease Ms. [redacted]'s concerns and frustration. I appreciate the opportunity to assist in this matter. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Customer Service is available to help her between 5am and 11pm CST.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would hope the business would go beyond what was already promised. I was told I would get a call back within 24-72 hours before I sent in a complaint, that never happened either. Its almost as if they they the refund was okay, the refund was OUR money which was set aside while trying to purchase a new home as earnest money and it was taken out and then to wait almost an entire month for them to fix THEIR error. I'm sorry that is not okay. I will be contacting Verizon as well as letting everyone on my social media read what has transpired. Very unhappy customer service experience, and not the 1st time.
Final Business Response /* (4000, 14, 2015/04/10) */
April 10, 2015
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms. [redacted],
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal to my previous response. I am sorry to hear that Ms. [redacted] does not feel that we have provided an adequate resolution to the issue in question. In her rebuttal, Ms. [redacted] states that she feels that U.S. Cellular should go beyond what was already promised due to the inconvenience she experienced when she was charged more for her plan due to the incorrect plan being applied to her account. Ms. [redacted] also states that she was told she would receive a callback within 24-72 hours but did not.
I definitely understand how inconvenienced Ms. [redacted] was. I know anytime more money is taken from an account than expected, it can cause many problems with one's budget, especially when trying to purchase a house. Any time there is an account error on our end we will do what we can to resolve the issue and help to make it right with our customer.
Ms. [redacted] mentioned that she was told she would get a callback within 24-72 hours before she filed her complaint. Our records indicate that on March 31, 2015, Ms. [redacted] called in and asked to speak to a supervisor. At that time we advised her that her refund check had been mailed and would be to her in 2-3 weeks. Ms. [redacted] asked to speak to that representative's supervisor and was advised that it would be 24-72 hours for a callback. On the same day, March 31, 2015, Ms. [redacted] submitted her complaint and was responded to by me within 72 hours on April 3, 2015.
It should be noted that before an automatic payment is withdrawn from an account, U.S. Cellular does send a notification email to notify the customer of the pending payment date and amount. This is sent shortly after the start of the customer's bill cycle. While there is no denying that a mistake was made when Ms. [redacted]'s plan was changed and that Ms. [redacted] was billed more than she should have been, it is also the responsibility of the customer to review their bill for accuracy and notify us if there is a problem or mistake. Ms. [redacted] would have had plenty of time to cancel her pending payment or to notify us of the error before the payment was made on the due date.
The offers we made in an attempt to make this right for Ms. [redacted] were directly related to the problem she experienced. In this instance, since the plan was set incorrectly and it resulted in Ms. [redacted] being charged more than she should have been, we of course refunded the money that she was charged in error. In addition to refunding the money she was charged in error, we also refunded the service charges she should have been billed for two full billing cycles for cellular service that was used. On her February 6, 2015 statement Ms. [redacted] was billed $567.84 when she should have been billed $95.96 had her plan been set correctly. This $95.96 charge for the service that Ms. [redacted] received between February 6 and March 5 was not deducted from the refund check we sent her for $617.88. Not only was Ms. [redacted] not charged for service during this time, we also applied a credit of $50 that was included with the refund check based on the inconvenience caused by the larger amount being taken from Ms. [redacted]'s account. In addition to this credit, we also waived Ms. [redacted]'s monthly service charges for service dates between March 6 and April 5. This additional month of free service was offered again because we know Ms. [redacted] was inconvenienced and because of the time it took for Ms. [redacted]'s refund to be processed. These 2 free months of service were applied because we understand the financial hardship that Ms. [redacted] experienced due to this issue. Providing a couple of free upgrades as Ms. [redacted] has suggested is her desired resolution, would not have resolved the problem that Ms. [redacted] has experienced. At this point U.S. Cellular has gone well beyond just refunding back what was charged in error.
We have reviewed Ms. [redacted]'s complaint and further reviewed what U.S. Cellular has done to make it right. U.S. Cellular has provided two full months of free service in an effort to reduce the financial hardship that Ms. [redacted] experienced. U.S. Cellular has also refunded what Ms. [redacted] was billed in error. At this point we respectfully request that the complaint be closed.
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
Final Consumer Response /* (4200, 16, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Poor Customer Service, no sense in trying to explain. I guess it was worth losing a long time customer. Looking into other providers, and will be sharing my experience on social media to see what my audience thinks.