US Cellular

Initial Business Response /* (1000, 10, 2014/03/26) */
March 26, 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 Mr. [redacted] complaint regarding the balance due on his canceled U.S. Cellular account. Mr. [redacted] states that he canceled this account in September or October of 2013 and he paid all balances due. Mr. [redacted] is requesting that U.S. Cellular takes responsibility for the balance on the account and settle the account with the collection agency.
I certainly understand how frustrating it must have been for Mr. [redacted] to have received a collection letter for an account he thought was paid in full. I will be [redacted] to review Mr. [redacted] account to further address his concerns.
I have reviewed Mr. [redacted] account and I noticed that the line ending in X-8055 was successfully canceled on November 11, 2013 over the phone through our Customer Relations Department. At that time, Mr. [redacted] had a billing statement dated October 20, 2013 with a total balance of $246.17 due by November 16, 2013. This billing statement covered monthly service charges for billing cycle October 4, 2013 through November 3, 2013 and past due balances from the September 2, 2013 and September 14, 2013 billing statements. We received a payment of $165.72 on October 24, 2013, which left a remaining balance of $80.45 on the account that was due by November 16, 2013. There were no further payments received on the account. Mr. [redacted] did have another billing statement to produce on November 8, 2013 with a balance of $160.93. This balance covered monthly service charges for billing cycle November 4, 2013 through December 3, 2013, the past due balance left from the October 20, 2013 billing statement of $80.45, and $0.03 for 3 accessories that were ordered with rewards points.
As mentioned above, Mr. [redacted] account was canceled on November 11, 2013 and his final billing statement was produced on December 11, 2013. The final billing statement did not include the prorated credits back to the account since the account was canceled in the middle of the billing cycle November 4, 2013 through December 3, 2013. I have provided an adjustment to the account for the prorated billing cycle November 11, 2013 through December 3, 2013 in the amount of $57.86. This reduces the balance due on the account down to $103.07. The account has been returned to U.S. Cellular due to this error and Mr. [redacted] submit payment by contacting our Financial Services Department by dialing [redacted] from any phone. Mr. [redacted] also mail in a payment to U.S. Cellular Dept.[redacted] Palatine, IL XXXXX. I hope this information is helpful and I sincerely apologize for any confusion and frustration that [redacted] have been caused.
Ms.[redacted] I greatly appreciate your time and the opportunity to assist with Mr. [redacted] concerns. If Mr. [redacted] has additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX and we will be [redacted] to help.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find irony in the response. U.S. Cellular is willing to discuss the situation only after I file a complaint with the Revdex.com. Previously your representative I contacted stated that 'your account shows that it has been turned over to the collection agency Asset Management Outsourcing Recovery Inc. (AMO). For this reason, by law, the account can only be discussed or resolved with the collection agency.' But now that I file a complaint, U.S. Cellular desires to talk about the situation.
Why was I disregarded before this?
As in regards to the speculated outstanding balance, I was told by your representative when I closed the account, that my account had been settled. Why now is the company back tracking on this five months later? Are there no policies in place to properly train customer service representatives on balances outstanding? If U.S. Cellular can not or is unable to determine that fact when closing accounts how can I be so sure as there is even an outstanding balance owed?
I made every effort when closing my account to be sure any unsettled balance was settled as I was released from my obligation with them. If there is a failure on their behalf, they need to acknowledge it and take responsibility for it, making sure it does not happen again.
There is a clear lack of corporate responsibility on many levels going on here. Mistakes made by the corporation should not be passed [redacted] to the consumer!
Final Business Response /* (4000, 18, 2014/04/10) */
April 10, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: [redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account.
I am in receipt of Mr. [redacted] response to us regarding him contacting us prior to writing the Revdex.com and asking questions regarding his account. Mr. [redacted] stated that we would not assist him when he originally contacted us due to his account being assigned to an agency. He also asked for an address to mail in his payment of $103.07.
Ms.[redacted] I certainly understand the frustration of attempting to clear up this account after it was assigned to an agency and prior to submitting this complaint to you.
I would like to take a moment to explain the reason why our Customer Service Team does not assist with accounts that have been assigned to an outside agency. The reason for this is due to the agency owning the debt and all rights to that information. Once an account has been assigned to an outside agency, the account can be disputed by contacting the agency and the agency would then submit the dispute to the company that the debt originated in, in this case that would be us. I do apologize if Mr. [redacted] was not advised to file such dispute with the agency and thus resulted in filing a Revdex.com complaint. When an account is disputed through the Revdex.com generally we just put a hold on the collection path with the agency as often times the debt amount is correct. In Mr. [redacted] situation there was an error on the account causing us to adjust the balance and asking the agency to return the debt to us as we made a mistake on the account.
Ms.[redacted] accounts are not generally turned over to outside agencies until U.S. Cellular has attempted to collect the debt for well over 60 days. In this case, we show the debt from was December and the account was not assigned to an agency until March, leaving a few months that Mr. [redacted] could have disputed the debt directly to us prior to being turned over to an agency. If Mr. [redacted] runs into a situation like this in the future be it with our company or another company, I recommend he dispute the balance as soon as he received the first bill that does not seem to be correct. This can prevent future stress from being assigned to an agency and attempts to clear up the balance could be resolved during the first interaction with the company.
Ms.[redacted] Mr. [redacted] submit payment by contacting our Financial Services Department by dialing [redacted] from any phone or he [redacted] also mail in a payment to U.S. Cellular Dept.[redacted] Palatine, IL XXXXX.
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 /* (4200, 16, 2014/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive a final bill in the mail from U.S. Cellular. Being that I received the collection notice through the mail, that does tell me that my address is currently still on file.
I do appreciate the admission of not being given the proper credit from the day I canceled service, but this was only after U.S. Cellular obtained the account information from the bill collection agency and investigated the situation.
This is were the issue exists.
When I contacted U.S. Cellular to discuss the bill, they refused to discuss it with me being legally obliged to not discuss the account because they turned it over to a collection agency. If I hadn't of made a complaint and just paid the bill, I would've paid more than I actually owed. I believe this is a common practice, not just with U.S. Cellular, but many corporate entities. However, being that I went as far as to make a complaint, U.S. Cellular recalled the account to look over the issue. I believe they should have recalled the account when I initially contacted them in order to discuss the situation. Being that now they have a complaint against them, they are willing to negotiate. This is poor customer service and utter disregard towards me. I believe many customers fall victim to this kind of practice and are over charged for services based on this kind of practice. U.S. Cellular knew they could take the initiative to accommodate me, as a past customer who has spent a lot of money with them over the years, and they chose not to.
I will pay the remaining balance. I will need an address to send the payment of $103.07.

October 28, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted] rebuttal, wherein she states she would not have ETFs as of July when she would qualify for a new phone and she was told the only way to port her number back in was to sign a new contract for the plan change only. Ms. [redacted] highlights that our contracts pro-rate and she refuses to pay for U.S. Cellular's mistakes in communication and handling of her account.
We certainly apologize for any inconvenience that Ms. [redacted] incurred with the cancellation and subsequent ETFs she was billed. We respect Ms. [redacted] time and hope to clear up this matter quickly.
I am pleased to confirm Ms. [redacted] is correct in her rebuttal when she states that the new contract was for the plan only. Ms. [redacted] is also correct that we pro-rate the ETF. The plan Ms. [redacted] selected has an ETF of $350 per line that pro-rates over 24 months. Ms. [redacted] was billed an ETF of $315.97 per line when she ported her numbers out approximately two months after returning to U.S. Cellular and signing a 2-year contract for a new plan.
We would like to reassure Ms. [redacted] that she was credited for the ETFs she was billed when she first ported to another service provider in January of this year. We are truly sorry Ms. [redacted] was surprised by the amount of the ETFs she has been billed. We were saddened that Ms. [redacted] did not speak with us prior to porting her numbers out to review any potential charges.
If Ms. [redacted] would like to receive a copy of her signed service agreement from February 2nd we would be happy to mail this to her. Should Ms. [redacted] have any additional questions or want to make a payment, she may contact our Customer Service Department at [redacted]
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

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, 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.

Initial Business Response /* (1000, 5, 2014/06/10) */
June 09, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint in which he states that he has been with [redacted] since we stopped providing service in his area. He has a final bill with a credit owed to him, and he believes that he does not owe anything to U.S. Cellular. He would like us to fix his credit rating and provide him with $100.00 for the inconvenience this matter has caused him.
Ms. [redacted] please let Mr. [redacted] be aware his account is currently in collections. I have reviewed his billing and had our Credit Department retrieve his account for the next 30 days so that we are able to discuss the amount owed and [redacted] attempt to come to a resolution. I can certainly understand the cause for concern Mr. [redacted] has in regards to why there is an existing balance on his account after cancelling in January and receiving a final bill with a credit owed to him of $11.58. I would be more than [redacted] to research this matter for the customer.
I regret to learn that Mr. [redacted] was required to switch service providers due to our recent sale of certain markets to [redacted]. We greatly appreciate his nine years of business with us. After reviewing his information, I see that Mr. [redacted] cancelled his account with us on January 30, 2014. We bill a month in advance, so the customer received his final statement on February 20, 2014 with a credit of $11.58 which covered services billed from January 30, 2014 through February 05, 2014. We refunded this amount to the credit card he last used to make a payment on March 12, 2014. On [redacted] 06, 2014 we received documents form Mr. [redacted]'s credit card company stating that he disputed a payment made on January 30, 2014 for $53.80. Since this payment was disputed, we had no choice other than to refund this amount to the customer's credit card. We also charged the customer a $20.00 back out fee. This leaves him with an unpaid balance on his account of $73.80. I sincerely apologize for the confusion, and if Mr. [redacted] has any further questions regarding his dispute on this payment, I suggest that he contact his credit card company.
Although we are now able to discuss the balance on Mr. [redacted]'s account, it is still owned by the outside collection agency. If the customer wishes to make a payments on the balance owed it should be made to Diversified Adjustment Services. I have provided their information below:
DIVERSFIFIED ADJUSTMENT SERVICES INC.
P.O. Box XXXXX
Fridley, MN. XXXXX
Phone: X-XXX-XXX-XXXX
Mon-Thurs: 8:00AM-9:00PM
Fri: 8:00AM-4:30PM
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

March 8, 2016
0pt;">
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 sincerely sorry for all the inconvenience Ms. [redacted] has experienced when trying to receive her Mail in Rebate.  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.
In Ms. [redacted]’s complaint she stated she was formerly with [redacted]ile, then moved to Humboldt County, CA where there's no [redacted]ile store within three hours. She broke her phone and needed it resolved and she chose to activate service with U.S. Cellular. She goes on to say; recently there has been commercials saying, get a $300 rebate when switching over. This sounded good to Ms. [redacted], so she signed up although she was on a fixed income, retired and trying to keep costs down for monthly bills. Ms. [redacted] stated she used a credit card to pay for the phone and elected to opt out of the monthly Device Protection coverage. Ms. [redacted] returned to the store where the manager tried three times to get the rebate approved for Ms. [redacted], to no avail. Ms. [redacted] realizes she was supposed to carry the Device Protection, plus finance the phone to be eligible for the rebate. She feels no one told her this information when signing up for service. Ms. [redacted] posted her opinion on social media and within hours she was offered a $75.00 credit for the inconvenience.  Ms. [redacted] feels this is misleading and false advertising and needs to be removed from T.V. and U.S. Cellular should live up to the offer. Also, she goes on to say the quote where service coverage works "anywhere", is not true. Ms. [redacted] is very unhappy with this U.S. Cellular and wants her desired settlement of $300.00 as advertised.
We have reviewed Ms. [redacted]’s complaint and first allow me to thank Ms. [redacted] for joining our U.S. Cellular family. I understand the frustration and disappointment Ms. [redacted] is feeling not receiving her rebate. After reviewing Ms. [redacted]’s account, I confirm she started service on December 4, 2015.  Our main switcher offer for the time frame she started would qualify her to receive up $400 per line. She would first receive a $150 closed loop promotional card at the point of sale and either a $200 or $250 closed loop promotional card sent directly to the customer after validation. In order to receive the full rebate Ms. [redacted] would have had to complete the following:
New line activation
[redacted] Turn-in (In good, working condition)
Number port in (Exception: out of market numbers that cannot be ported)
[redacted] activation
Shared Connect
Retail Installment 
Device Protection +
Ms. [redacted] completed four out of the seven listed above.  The three missing above are the [redacted] Turn-in (In good, working condition), Retail Installment and Device Protection+.
As Ms. [redacted] mentioned she was offered a $75.00 credit and declined. I show on March 4, 2016 we received an email from Ms. [redacted] regarding this situation and on March 8, 2016 we replayed to her advising we would honor her request or the remaining $250.00. With that being said, once the Rebate is approved it will take 8 to 12 weeks for the reprocessing of the card and shipping. 
We greatly apologize for the frustration and disappointment Ms. [redacted] has endured during the past communications. I hope this kind gesture shows Ms. [redacted] that we truly appreciate her choosing U.S. Cellular for her wireless needs and we hope to serve her for many years to come.
In conclusion, we would also like the opportunity to address Ms. [redacted] concerns with her coverage as she mentioned our ad, service coverage works "anywhere".  Ms. [redacted] stated this was an issue and we would ask her to contract our Customer Service Department to troubleshoot the issue further. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted]
Sincerely,
[redacted] K.
Customer Resolution Support
U.S. Cellular®

Initial Business Response /* (1000, 10, 2014/04/26) */
April 26, 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] complaint regarding U.S. Cellular's billing system. Ms.[redacted] states that she has encountered very bad billing mistakes and has spent numerous hours on the phone to get the bill corrected. Ms.[redacted] says that U.S. Cellular has deducted money from her account and credited other accounts without her permission and we did not send any notifications about these changes. Ms.[redacted] says that when U.S. Cellular realized the mistake, we added additional money to her bill because we deducted an unauthorized amount in the first place. Ms.[redacted] is requesting that U.S. Cellular straightens out our billing and accounting procedures and stick with the amount that we say is owed on the billing statements.
I recognize the frustration that Ms.[redacted] has expressed in her complaint. I understand how confusing a billing statement can be and the frustration that Ms.[redacted] was caused by any billing errors that [redacted] have occurred on her account. I want Ms.[redacted] to know that we strive to provide our customers with correct billing statements in a timely manner. We are continuously working to stabilize our systems and we strongly regret any inconveniences that we have caused in the process. I will be [redacted] to further review Ms. [redacted] account to further address her concerns about the billing errors she has mentioned in her complaint.
I have reviewed Ms. [redacted] account and I noticed that there were two payments that were applied to her account in error through our retail store on November 16, 2013 for the amounts of $52.76 and $88.69. These payments did not belong to Ms. [redacted] account and were removed and applied to the correct account. The payment in the amount of $88.69 was removed on December 18, 2013 and the payment in the amount of $52.76 was removed on January 13, 2014. When these payments were removed from Ms. [redacted] account, we did send letters through the mail to notify her of these changes and their impacts. I noticed that, as a courtesy due to the mix-up, we waived the Restore from Suspend fees that Ms.[redacted] received due to her service being suspended for non-pay on December 19, 2013. I truly regret any inconveniences that Ms.[redacted] was caused by this mistake.
Other than the misapplied payments, there were no other billing errors that occurred on Ms. [redacted] account. I noticed that Ms.[redacted] has canceled her account through port-out requests since sending this complaint. I truly regret that we did not get a chance to resolve any other concerns that Ms.[redacted] had that resulted in her ending her service with us. Ms. [redacted] final billing statement will go into processing after [redacted] 12, 2014, which will be printed and mailed to the billing address we have in our records. I hope Ms.[redacted] will find the information I provided helpful.
Ms.[redacted] I greatly appreciate your time and the opportunity to assist with Ms. [redacted] concerns. I hope that if we can ever meet Ms. [redacted] needs in the future that she would give us another chance. Should Ms.[redacted] have additional questions or concerns, she [redacted] contact our Customer Service Department by dialing XXX-XXX-XXXX from any phone.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because there was no concern for me, the customer, over a one year+ period in order to correct any concerns that I repeatedly called about.
Final Business Response /* (4000, 14, 2014/05/08) */
[redacted] 8, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number:[redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: [redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I have received the additional correspondence for Ms. [redacted] complaint. It shows that she did not accept our response to her initial complaint because she states that there was not concern for her 'over a one year plus' period of calling to correct repeated concerns.
Ms.[redacted] I can certainly understand how time consuming it can be to try to resolve an issue with an account. We at U.S. Cellular never want our customers to have to spend any extra time to have to try to resolve an issue. We strive to ensure that our bills are accurately sent out to our customer the first time. We do understand that there will be times when an issue [redacted] need to be resolved and a call to our Customer Service Department will be necessary. For these times, we hire knowledgeable associates to limit customer wait times and address our customer needs accurately and in a timely manner.
I regret that Ms.[redacted] did not feel that we had any concern for the time that she has invested to resolving the inquiries she has had. I want her to know that we certainly do not take her time lightly. We know that her time is important and can certainly be spent doing other things. We appreciate each time that she reaches out to us and allows us the opportunity to address her concerns.
In recap of our previous response, I show that the error that occurred on Ms. [redacted] account was for misapplied payments to her account. I show that the payments were properly moved to the correct account and removed from Ms. [redacted] account. In addition, we adjusted the Restore from Suspension fees that were caused by this from her account. As from our previous response, I once again, apologize for the inconvenience and for any frustration that has been caused.
Ms.[redacted] I hope that this response will be helpful in showing Ms.[redacted] that we do have a genuine concern for what she endured during this last year. We never want to be the cause of any negative feelings for our customers and I hope that Ms.[redacted] and accept our apology.
While we are sad to see that she decided to leave U.S. Cellular, we certainly wish her well with her new wireless carrier. We hope that should her wireless needs change in the future that she [redacted] consider U.S. Cellular for her wireless needs once more. 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(r)
Final Consumer Response /* (2000, 16, 2014/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to thank US Cellular for their response and hope that they have corrected their billing issues to save time and frustration to other customers.

Complaint: [redacted]
I am rejecting this response because:
I think it is absolutely unacceptable that a customer has to deal with an issue for over 2 years before anything gets resolved. Us cellular claims I received over $1600 in credits in 2 years but they fail to mention why those credits needed to be made. Most of the credits were because of billing issues as a direct result of the original mistake that has taken this long to fix. It has been extremely stressful having to go in to my local store and wait for hours dealing with these issues. I have had to do more than just basic monitoring of my account. It has been a constant battle with my local store, customer service, customer relations, managers, etc. And all you can say is "its fixed now so you're all good." What about everything I've had to go through to get to this point? It's not like I've been impatient or rude with anyone. A customer should not have to monitor their account in such a way that that much time needs spent on the phone and in the store with us cellular employees. All I'm asking for is a little sympathy? Put yourself in my exact situation? Would you feel like continuing service and paying a company if you were having all these issues? I bet not once did anyone go back and read every single note on the account because it would take hours. I'm sure you see all the credits and think WOW, she hasn't hardly paid anything. Well I have paid my bill when it has been due. But I got to the point where the frustration has exceeded what I can handle. I feel as though your company is responsible for the stress caused from all the issues I've had with this account. I dint only use my phone for personal use. I'm self employed and I rely on my service but when I have to deal with all this the only thing I want to do is wash my hands of it all.
Sincerely,
Lanette [redacted]

Initial Business Response /* (1000, 10, 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: ...

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint regarding the data overages on her bill. She was unaware about lapse from overage alerts and the Wi-Fi needing to be turned on, which resulted in overages of $132.48 on her February 26 statement. A credit of $75.00 has been placed on the account and she is requesting an additional credit to cover the remaining overage amount.
I can certainly understand Ms. [redacted]'s concerns regarding her data usage. We do our best to educate all of our customers about their data and we failed to meet Ms. [redacted]'s expectations in this matter. I apologize for any miscommunication regarding data usage, and I will be glad to review her account and provide information she [redacted] find helpful.
To address Ms. [redacted]'s concerns, we do send out overage notifications to the user of the device to notify how much data they have accumulated for the month. Our records indicate that we did send an alert to notify Ms. [redacted] of the data used, once on February 9, and another on February 19. At this time, our system will try to alert customers as soon as possible- however there could be a delay from when we receive the information from the network. These alerts are offered as a guide to help, and should not be depended on to know exactly the data used every month. For this reason, we recommend that Ms. [redacted] use the data management tool installed in her device to keep track of data used, as ultimately keeping track of data used would be Ms. [redacted]'s responsibility. For help on how to set up a mobile data limit please contact our Customer Service team at the number below. Another option would be utilizing data management apps available for free located in the Google Play store. Also, I would suggest connecting to Wi-Fi whenever possible to reduce data from accruing on the device. The connection will display on the notification panel if it is connected to an active internet connection. Lastly, Ms. [redacted] can always contact Customer Service if she is ever concerned about usage, as we will be glad to let her know exactly where she stands for the month.
Because of the confusion regarding data usage, I have credited the remaining overage amount of $57.48 from the February bill, and with the previous credit of $75.00 already applied, the data overage charge has been completely credited. Thank you for allowing me to address Ms. [redacted]'s concerns and we hope that she continues to enjoy her products and services with U.S. Cellular. Should she have any questions regarding data usage or her account, she [redacted] contact us at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

January 18, 2016


size="3"> 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:  Jennifer L. [redacted]
U.S. Cellular Account Number:  Not Provided

Thank you for contacting U.S. Cellular in reference to the above complaint. We are in receipt of Ms. [redacted] correspondence in which she states she purchased a new phone, two tablets, a case with rewards points, and added a data blockage so she couldn’t go over her data.  Her bill is over $1000 and she was denied arrangements because of a broken payment arrangement.  Ms. [redacted] would like for her services to be turned back on and she does not want to be charged for her tablets. 

We are truly sorry for any frustration this situation has caused.  Ms. [redacted] states her rewards points should have covered the case she purchased.  U.S. Cellular began to phase out our rewards program in early 2015 and ended our rewards points program on September 1st, 2015.  Rewards points were not available to Ms. [redacted] in November to purchase a case.

Please know it is never our intention to hide any charges or activation fees from a customer.  Our activation fees are printed on each service agreement that must be signed.  In regards to our data blocking service, we offer data usage controls that will prevent new data sessions once a specified limit has reached our system.  We will not interrupt a customer in the middle of a data session so there is the possibility of overage.  The usage controls are intended to minimize overage, not completely prevent it. 

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.

Please advise Ms. [redacted] to resubmit this complaint with the information requested above and we will be happy to address her concern at that time.  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,
Amy C.
Customer Resolution Support
U.S. Cellular®

Initial Business Response /* (1000, 10, 2014/03/11) */
March 11, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite [redacted]
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 have received Mr. [redacted]'s complaint in regards to billing. He states that there was a correction that should have been made and has not been. His complaint further states that he has spent time waiting on the phone to speak with Customer Service. Mr. [redacted]'s desired resolution is to see our system be more accurate and our representatives trained to better handle his inquiries without being transferred from person to person.
Ms. [redacted] I would like Mr. [redacted] to know how truly saddened we are that he has encountered an undesirable experience with us. I know the importance of addressing any issue that may be encounter in a timely manner. It's especially important when it has already been relayed that an issue would be resolved. I regret to learn that Mr. [redacted] is still awaiting a resolution to his concern. I would also like to apologize for any lengthy wait times that Mr. [redacted] experienced. We are aware that our Customer Service Department's wait times were certainly higher than normal and that this was causing some level of frustration for our customers. We are truly saddened by this as we know how important a prompt resolution to our customers' needs is. We have thought outside the box to find more ways to get to our customers sooner. We have and are continuing to hire more associates that are knowledgeable to help reduce this time as well. While we know there is still work to be done to get our wait time down, I would like Mr. [redacted] to know that it has dramatically increased recently.
Regrettably, Mr. [redacted]'s complaint did not include the specific issue that he is awaiting a resolution for. In review of his account, I have found that he also wrote to the Revdex.com regarding his account in early February regarding his experiences on February 3rd and 4th of 2014. Mr. [redacted]'s complaint addressed how his account was suspended in error and that he experienced extreme wait times while being transferred between departments. On February 6, 2014, we responded to Mr. [redacted]'s complaint apologizing for the error as well as the delayed wait times.
I also show that on February 18, 2014, a call was made to Mr. [redacted] from a supervisor in our Financial Services Department in regards to the issues that he experienced on the above listed dates. During this call, the supervisor discussed the issue that had been encountered regarding the suspension in Mr. [redacted]'s service as well as the long wait time he experienced and apologized for the error. He, at this time, was advised that we are working to resolve the issues with our billing system to prevent issues such as this in the future. It is documented that Mr. [redacted] was thankful for the direct call back.
On March 6th, 2014, Mr. [redacted] contacted us regarding his billing statement. I show that during this call the restore from suspension fees were adjusted from Mr. [redacted]'s account to correct the error that occurred in February. On this same day, it is noted that he had questions regarding his billing statement and his questions were answered during these calls.
After reviewing Mr. [redacted]'s account, I was unable to determine if there is a new issue that we should address with his account or if Mr. [redacted] is still dissatisfied with the resolution of the issue that occurred in February 2014. If he should have a specific concern that he would like us to address further, Mr. [redacted] feel free to reach out to us again.
I would like to let Mr. [redacted] know that we are continually evolving our billing system to ensure that we are able to serve our customer with the excellent service that he has grown accustom to. While the major update that we went through in this past year has caused some unexpected and undesirable side effect for our customers, it is expected that there will be learning curves with something new. As time has passed, our billing system and associates have become more adjusted and is still evolving to excellence. We thank Mr. [redacted] for his patience with us during this transition and ask that he please keep a positive outlook as we continue to address any 'kinks' that may be revealed in the future as we will always work them out for our customers.
I would like to thank you Ms. [redacted], and also Mr. [redacted] for this opportunity to assist. Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] M.
Customer Resolution Support
U.S. Cellular(r)
Final Consumer Response /* (4200, 16, 2014/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Finding a payment reversal on your next bill in not an acceptable way to be notified. US Cellular as a company when that payment was reversed should have either sent a mailing out notifying the customer or and email/ text to the customer notification about the problem.
If this company does not have that ability after upgrading and updating their computer systems last year, then they have taken a huge step backwards in customer service.
Final Business Response /* (4000, 18, 2014/03/18) */
March 18, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite [redacted]
Chicago, IL 60611

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] rebuttal stating his dissatisfaction with the method used to notify a payment reversal.
Ms. [redacted] I can understand Mr. [redacted] frustration regarding the payment reversal situation. I appreciate his feedback and I have forwarded his suggestion to the appropriate leadership group. I am glad to see that the situation has been clarified. For future references, I would like to suggest to Mr. [redacted] to take advantage of our My Account service. Mr. [redacted] can review his payments, balance, bills, and usage, along with other options available which he may find helpful. As a consumer, I understand that mistakes can happen and I know the importance of keeping all financial matters up to date.
In closing, I want to thank Mr. [redacted] patience demonstrated throughout this matter. We truly appreciate his business and continue to strive to provide him with the level of customer service he deserves. Again, I would like to mention that should Mr. [redacted] have additional questions, he may contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted].
Customer Resolution Support
U.S. Cellular

February 11, 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. Mr. [redacted] states that he switched to U.S. Cellular, from [redacted], in September 2015, after he was told we would pay off the old contracts. Mr. [redacted] states that they submitted the forms as instructed and still hadn’t received the rebates by December. Mr. [redacted] states he called us in December and was told that the sales associate did not send the old phones in. Mr. [redacted] states we told him the rebates would be sent out in two weeks. Mr. [redacted] states they still have not received the rebates. Mr. [redacted] requests that we send the promised rebates. It’s my pleasure to assist Mr. [redacted] with this matter. Upon review of Mr. [redacted]’s account, I see that on February 4, 2016 Ms. [redacted] called and we advised her that it would be another eight to ten weeks before the cards would arrive. I completely understand the frustration caused by this information. We have reviewed Mr. [redacted]’s complaint. I have escalated the rebate processing and the rebate cards will arrive via mail in 7-10 business days. I would like to apologize that it’s taken this long to get the rebates to Mr. [redacted]. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted]. Sincerely, [redacted] R. Customer Resolution Support U.S. Cellular®

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

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint in which she states that she has had to contact us regarding her bill every month. The customer states that she added a data cap to her account but she is still getting charged for data overages. Ms. [redacted] states that she is having trouble with her phone freezing and her Wi-Fi will not stay connected. She explains that her brother left her plan in April or [redacted] and this caused her contract to restart and she cannot cancel without being responsible for the Early Termination Fee. Also Ms. [redacted] advises that when she makes a payment at a store location that she is unhappy with the wait time.
Ms.[redacted] we are very sorry to hear that Ms. [redacted] has not been [redacted] with her services and has encountered billing problems. We strive to make sure all of customers are satisfied with the Customer Service we provide as well as being satisfied with the equipment they are using and our network. I appreciate the opportunity to review Ms. [redacted]'s account and provide information that I hope will be helpful.
Ms.[redacted], I have reviewed Ms. [redacted]'s account and I show that her account started with us on [redacted] 21st, 2014. Ms. [redacted] have had her phone number and used the same phone prior to this date but not on her own account. A change of ownership was done to bring Ms. [redacted]'s phone number from an already existing account into a new account that made her the account owner. The contract that the customer is currently under is based upon this change and does not have any relation to Ms. [redacted]'s brother leaving the account as was mention in the complaint. Since Ms. [redacted]'s account was open she has only had on line ending in [redacted] on the account. The customer has a contract on her line because when she took over the ownership and responsibility for her line a Shared Data Plan was chosen. Shared Data Plans do require a contract and this information would have been included in the Change of Ownership Form that Ms. [redacted] signed when moving her phone number into her name.
Ms.[redacted] the customer stated that she pays for the data cap feature on her account but she is still seeing a data overage charge on her bill. In review of Ms. [redacted]'s account I do not see that the $2.99 Data Cap feature was added until July 14th, 2014. While this [redacted] have been a feature that she had when her line was part of the previous account it was not established on Ms. [redacted]'s account or was she billed for the service until July 14th, 2014. Ms.[redacted] I do see that when we added this feature on her account that we did not set the limit correctly and as a result it did allow the customer to exceed 300MB of data and caused an additional $15.00 charge on the customer's bill. Ms. [redacted] contacted our Customer Service Department on September 8th, 2014 to discuss this matter and the $15.00 charge was removed. When Ms. [redacted] contacted us to discuss the overage we were able to fix the input error on her data cap feature; however, this fell in the middle of a new bill cycle. The data cap did not take effect in time to stop the data overage and another $15.00 data overage charge was reflected in Ms. [redacted]'s following bill. On October 11th, 2014 the customer contacted our Customer Service Department and the second $15.00 fee for data overage was removed. Ms.[redacted] we understand that Ms. [redacted]'s time is important and we apologize that she did have to contact us twice regarding the same issue. I have also adjusted the monthly $2.99 charge from the last two bills. The customer explained in her correspondence that she is having trouble with her phone freezing and not connecting to Wi-Fi. We certainly do not want our customers to have a phone that is not working properly. Ms.[redacted] I do not see that Ms. [redacted] has contacted us regarding problems with her device. We welcome and encourage her to reach out to us or to stop by a store location to have her device looked at if she is still having trouble.
Ms.[redacted] the customer's desired resolution is to be let out of her contract without fees. We certainly do not wish to lose Ms. [redacted] as a valuable US Cellular Customer; however, if Ms. [redacted] does cancel her services she would be responsible for the Early Termination Fees. 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

December 30th, 2015
New Roman', serif;"> 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: Ma Soledad Diaz [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]’s complaint in which she states that she has extra charges on her bill that she was not aware of, in addition to receiving some false promises in regards to those charges.  In her desired settlement, Ms. [redacted] wishes to remove “extra charges.” We certainly hate to hear of any issues with billing that caused Ms. [redacted] to choose to dispute her billing with the Revdex.com.  In review of the account, I do see that we have been very upfront with Ms. [redacted] in regards to her billing with not only the information that was printed out on her contract when her services began on October 22nd, but as well in follow-ups with Ms. [redacted]. In further review of Ms. [redacted]’s account, I see in her last few interactions with our Customer Service team, she was disputing the activation fee of $40.00 per line for her three phones that were purchased at a discounted price, in addition to the 25.00 activation fee per line for her two phones that were purchased with a Retail Installment Contract.  These charges were detailed on her first bill that was due on December 22nd, 2015.  These disputed charges were listed on the contracts on the five lines that Ms. [redacted] signed on October 22nd when she began service with us.  In speaking with the retail sales manager who assisted Ms. [redacted] in setting up her account, these fees were verbally advised as well at the point of sale to once again inform Ms. [redacted] that these one-time fees would show on her first bill. We certainly understand how frustrating that it can be when you receive a bill that is higher than expected and we take these types of things into consideration if a customer has issues. I do see that Serenity, the sales manager of our Machesney Park, IL retail location, credited Ms. [redacted]’s account for the amount of $39.87 on December 28th.  In addition, our Customer Service team waived two Device Activation Fees and the late fee on Ms. [redacted]’s account on December 28th as well, which totaled a credit of $85.00.  Even though these charges were detailed on the contracts that Ms. [redacted] signed on October 22nd, as well as verbally reinforced during the point of sale, we did waive a total of $124.87 of valid charges and fees off of Ms. [redacted]’s account as a courtesy in order to assist her with any financial hardship she felt when she received her bill. We have reviewed Ms. [redacted]’s complaint. It is not clear which charges she is disputing in her complaint with U.S. Cellular, however in review of her account, I see that she had a dispute with the activation fees that were billed to her account upon the start of service on October 22nd, 2015.  While we understand that no one wants to pay additional fees if they do not have to, Ms. [redacted] was not only verbally informed of these fees as the point of sale, but she also signed a contract that detailed acknowledgement of these charges as well.  Ms. [redacted] has already talked with our Financial Services team in order to set up a payment extension on the past due balance of $841.45 to be paid on January 8th, 2016.  Since there was no clear explanation in Ms. [redacted]’s which detailed the exact charges that she is disputing on this bill, we consider this matter resolved at this time. Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at (888)944-9400. Sincerely, Shannon C Customer Resolution Support U.S. Cellular®

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The response and resolution was in line with what I had expected initially from US Cellular. I am very happy that this is resolved, and look forward to remaining a loyal customer.
I extend thanks to the Revdex.com for the assistance in this matter, and to US Cellular for making the adjustments.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2014/11/14) */
November 14th 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. We are in receipt of Mr. [redacted]'s complaint wherein he states he was billed on September 19th for $96.29 for which he states he paid in full. Mr. [redacted] also states that he received a letter dated October 10th stating there had been a billing mistake where monies were accredited to his account in error. Mr. [redacted] states that he received his bill in the amount of $248.85 and paid it. Mr. [redacted] states that he then received a phone call from U.S. Cellular on November 8th and when he returned the call he thought the matter was resolved. However, Mr. [redacted] states he received another call from U.S. Cellular on November 10th. Mr. [redacted] states that when he returned the call he was threatened to have his services disconnected if payment was not made. Mr.[redacted] states that he feels like he was treated unfairly and was stressed over "their" billing mistake. Mr. [redacted]'s desired resolution is to have a month of free service for all the stress this situation has caused him.
Customer satisfaction is and has always been our company's primary goal. I would like to extend a heartfelt apology for all the frustration Mr. [redacted] has experienced regarding this matter. It is never our intent to make things more difficult for our customers but rather quite the contrary. In response to Mr. [redacted]'s concerns, I will be honored to research his account to address this matter.
After researching, I find that on September 10th a payment of $73.72 was incorrectly applied to Mr. [redacted]'s account. This was an error on our part for which we take full responsibility. This payment was then removed from his account and applied to the correct account on October 10th. Prior to the payment being removed, Mr. [redacted]'s bill had generated for $170.01 minus that payment of $73.72 which put his bill at $96.29. This is considerably lower than his normal statements. I do not find Mr. [redacted] called to find out why his bill so low.
Mr. [redacted] then paid the $96.29 which posted to his account on October 6th. When Mr. [redacted]'s following bill generated, it reflected the past due balance of $73.72 plus current charges of $175.13 which put his full bill at $248.85.
I find on November 8th we spoke with Mr. [redacted] advising him of the billing error for which Mr. [redacted] became upset and he then disconnected the call. On November 10th our Financial Services department spoke with Mr. [redacted] and assisted him with setting up a payment arrangement for the $248.85 to be paid on November 14th. I find we received this payment which was applied to his account on November 12th. We thank Mr. [redacted] for his payment.
We have reviewed Mr. [redacted]'s complaint. While we are extremely sympathetic and apologetic for this situation and any stress it caused him, we do not find it merits a full month of free service. I am [redacted] to apply a $25.00 goodwill credit on his account. I do this so that he [redacted] know that we truly do appreciate his business and look forward to many more years to come. I genuinely hope he accepts this gesture in the spirit in which it was given.
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, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel in not in my best interest for what I feel was harassment on US Cellular part
Final Consumer Response /* (4200, 16, 2014/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With all the mistakes US Cell has had since they changed the billing is unacceptable. I pay my bills on time and am being punished for it. I still would like a free month for the trouble they have caused me
Final Business Response /* (4000, 18, 2014/11/25) */
November 25, 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. We are in receipt of Mr. [redacted]'s rebuttal declining to accept our response. M r. [redacted] states due to the trouble the $73.72 misapplied payment has caused him that he would like a free month of service.
Ms.[redacted] I can certainly understand Mr.[redacted]'s concern and apologize for any frustration this situation [redacted] have caused. I am [redacted] to review Mr. [redacted]'s account for further information.
As mentioned previously, a credit was misapplied to Mr. [redacted]'s account in the amount of $73.72. We take full responsibility in the fact this was our error. Mr. [redacted] made a smaller than normal payment on October 6th, 2014 due to this error. On October 10th, 2014 we did discover the error and corrected the mistake by removing the credit from Mr. [redacted]'s account and placing the credit onto the correct account. Once this was completed our Financial Services did reach out to Mr. [redacted] to let him know of the error and to advise him of the remaining balance. Ms.[redacted] I understand this being an inconvenience for our customer and because of this we applied a $25.00 credit to Mr. [redacted]'s account.
While we are sympathetic to the frustration Mr. [redacted] has had dealing with this issue a free month of service is not warranted at this time. Mr. [redacted] is merely paying for service that he was provided. We did reach out to Mr. [redacted] in a timely manner and his account status was not affected by this. Our Financial Services Department worked with Mr. [redacted] in setting up a payment arrangement due to the misapplied credit and the payment has already been made. Mr. [redacted] is current on his bill and will notice the $25.00 credit on the bill that he has due on December 9th, 2014.
We truly appreciate Mr. [redacted]'s business and we appreciate the opportunity to resolve this issue. 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

October 28, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
Re: Complaint Number: 94575828
Customer's Name: Tonya [redacted]
U.S. Cellular Account Number: 213550062
Thank you for contacting U.S. Cellular in reference to the above account. Ms. [redacted] stated because the phone malfunctioned and is not fixable she would be eligible for an upgrade. Ms. [redacted] feels she should not have to purchase a replacement phone for hundreds of dollars when the phone she purchased just stopped functioning.
Ms. [redacted] is also contesting that her service is suspended do to having a past due balance. She feels she is not being offered any other alternative solution other than buying a new phone. Ms. [redacted] mentions she was told the SIM Card that she purchased at U.S. Cellular, installed by U.S. Cellular, malfunctioned the phone. Ms. Reynold feels she should not have to pay for a new phone due to the malfunction.
I am sincerely sorry for all the inconvenience Ms. [redacted] has experienced when trying to get her phone replaced. I will be more than happy to research the account and provide assistance.
After reviewing Ms. [redacted] account, I noticed she has a one year manufacture warranty on her new device purchased on July 24, 2015 which will cover any defects in the device. What we would ask Ms. [redacted] to do is either visit the local U.S. Cellular store or calls our Technical Department to have her phone replaced. Please know the phone will be replaced as long as the device shows no physical or water damage. Ms. [redacted] will be responsible to pay for the $35.00 replacement fee, at the time of the transaction; this is called an Advance Exchange.
I understand Ms. [redacted] is disappointed we are unable to offer her another option to pay the remaining balance off at this time. As Ms. [redacted] is aware the outstanding balance of $28.05 will need to be paid in full in order for the account to be restored. Once the account is restored she will see proration along with her regular service and a $25.00 restore fee. Ms. [redacted] will need to have the account in good standing to order her replacement device. Should Ms. [redacted] need more time to pay her balance she will need to partner with our Financial Service Department to view all of her options.
Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at (888)944-9400.
Sincerely,
MaryAnn K.
Customer Resolution Support
U.S. Cellular(r)

October14, 2016   Revdex.com of Chicago Attention: Revdex.com...

Customer Relations Advocate [redacted] 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 complaint number [redacted] in which Ms. [redacted] would like to get a promotional or rebate card that she was promised when she switched from [redacted] to US Cellular.  She states she had an agreement with a US Cellular Representative at the Wisconsin State Fair location.   I am sorry that Ms. [redacted] was not happy with our service. If there was any miscommunication at the fair I would also like to sincerely apologize.  If her line had remained active she would have been eligible for the rebate on her phone. The promotion offered a 50% rebate on the cost of the phone in the form of a promotional card that could be used at US Cellular. It is not for a gift card.   Since we cannot go back and “hear” what was said at the fair that day our only recourse is to refer her to our website which provides information about our promotions and rebates. The information provided covers a wide number of scenarios and different types of rebates so some information may not apply but we can see the basics of the rebate policy here. We invite Ms. [redacted] to visit us at http://uscellular.rewardpromo.com/FAQ2.aspx    In the frequently asked questions (titled FAQs – [redacted])  it reads as follows:   When can I expect to receive my rebate? If you meet all of the purchase requirements, you can expect to receive your rebate in 10-12 weeks. Requirements for the current promotion may be found on the order form.   When one goes to the order form we find at the bottom one of the requirements for the rebate that reads as follows: Customer’s wireless service and required features must be active when the offer form is processed and validated to be eligible Regrettably since Ms. [redacted] cancelled her line she will not be receiving a rebate (promotional card). Should she 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, 2014/11/11) */
November 11, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint regarding his recent bill and the overage charges. He states he would like a credit for all overage charges as he is now on a plan that is less than what he is paying before and it includes unlimited minutes.
I am sorry for the frustration that Mr. [redacted] experienced as a result of the bill he received. I have reviewed his account thoroughly and am [redacted] to help resolve this dispute.
Ms.[redacted] Mr. [redacted] states that he was charged for overage due to calls that were made to toll free numbers. I want to clarify that the designation of "toll free" means that a person dialing such a number would not be subject to any long distance charges. Similarly, most "local" calls are "toll free" as they are not subject to long distance charges either. The term is a holdover designation from old landline service plans where charges were determined not by the amount of time used but rather by the duration and location you were calling. For cell phones, any call made is subject to the use of airtime, regardless of whether the call is local, long distance or toll free. Service is not billed for cell phones the same way as it is for older landline plans.
Mr. [redacted] also states that we should not provide old plans that are no longer available, and that we should have notified him of our new plans available. I want him to understand that many older plans are more cost effective for certain customers, and our customers do not want to give up those plans. We appreciate that and therefore will never change a customer's plan without their express authorization or request.
Regarding notification, Ms.[redacted] we have millions of customers. We send notices out periodically of new offerings via postal mail and email. We have national, regional and local television, radio and print advertising for our new plans. The plans are highlighted when customers visit our website, call in to our customer service line or visit one of our stores. We do try our best to get information of any plan changes out to both our existing customers and potential customers. However, it is not feasible to individually notify each of our customers of changes that [redacted] or [redacted] not be beneficial to them. As a result, we encourage our customers to contact us periodically for an account review to see if we have new options that would save them money.
Ms.[redacted] we are [redacted] that Mr. [redacted] did find one of our newer offerings beneficial to him and that he decided to switch his plan. Since he has taken this step to ensure that he does not encounter such an overage again, I have gladly credited his account in the amount of $143.96, which is the overage of $128.87 in full plus all applicable taxes. As a result, his updated balance is $36.26, which is due on November 26th.
Ms.[redacted] we hope that this has resolved Mr. [redacted]'s complaint, and we do appreciate his continued bussiness. If he has any additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. They are available to assist daily from 6:00 AM - 11:00 PM Central Time.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular