US Cellular

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

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

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

Initial Business Response /* (1000, 10, 2014/03/26) */
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.

Initial Business Response /* (1000, 10, 2014/08/22) */
August 22, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

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

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)

Initial Business Response /* (1000, 5, 2014/04/02) */
April 2, 2014
Revdex.com of Chicago
Attention: Ms. [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

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

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

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, 2014/04/26) */
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.

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, 2014/04/16) */
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

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®

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®

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®

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, 2014/03/11) */
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

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

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)

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

After 15 years with US Cellular, I needed to switch providers because I was going to travel the country and needed a wider coverage area which US Cellular could not provide. My last bill was paid through automatic online bill pay, and I moved on. All previous payments and communications were done via email and through my on-line US Cellular account. One day, about 6 months after closing my account, I received a call from a collection agency saying that my US Cellular payment was past due. I was able to immediately logged onto my account at US Cellular and see a bill for approximately $250 under the item "Other".

I called US Cellular customer service, and they were unable/refused to tell me what the charge was for since it had already been sent to collections. I never received a bill, email, or any other means to communicate this bill. US Cellular stated I'd have to ask the collection agency the details of the charge. Of course, the collection agency was unable to give me any information, except that if I paid it immediately through them, it would not hurt my credit score. So, I just paid it, but I have no idea what I paid for. I would have liked to look at my contract and see what my terms were and if I was charged appropriately, but I had no details.

I'm a 15 year customer and was treated rudely on the phone. Instead of US Cellular sending multiple emails asking why I left US Cellular, maybe they should have sent me a inquiry regarding my "overdue bill" to that same email address. I've never been sent to a collection agency in my life, I had no idea I had not paid the charge, and to top it off, I don't know why I ended up paying $250 to US Cellular.

Initial Business Response /* (1000, 10, 2014/09/27) */
September 27th, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint wherein she states that she has been having an issue with dropped calls for several months. Ms. [redacted] states that she has spoken with us both in store and over the phone, as well as emailing us, and has not yet had her dropped call issue resolved. Ms. [redacted] also states that, as a result of her dropped calls, she has missed out on a $22.00 per hour job, as well as a $2500.00 job.
Ms. [redacted] would like for us to resolve the issue with her dropped calls, and provide her with the 4G reception and service which we advertise. Ms. [redacted] would also like for us to provide compensation for the job opportunities she missed due to the dropped call issue she is experiencing.
U.S. Cellular understands how important it is to stay connected and to be able to rely on your service in areas where you live and work. We work diligently to maintain the towers in the areas we cover so that our customers can reliably use their service with as little interruption as possible. I do see that, on July 3rd, 2014, Ms. [redacted] visited a store to speak with them about her dropped call issues. While she was there, the store associate called and spoke with a member of our Technical Support Department. The Technician offered to provide Ms. [redacted] with an alternate device to see if the dropped call issue could be resolved by using different equipment. Ms. [redacted] did not accept this offer at that time.
After reviewing the account, I see that this is the only time Ms. [redacted] advised us that she was having difficulty with dropped calls. While we regret to hear of the missed business opportunities Ms. [redacted] experienced, we would not be able to offer compensation for this loss. We can, however, look into resolving the issues she is having with dropped calls in her area. If Ms. [redacted] could call and provide our Technicians with specific information about her location, we would be pleased to investigate the area and determine the cause of her service issues. We can also look to see if the issue is being caused by her current device, and work on replacing it for her if necessary.
I sincerely appreciate the opportunity to assist Ms. [redacted], and provide information which I hope is helpful to her. Should Ms. [redacted] have any further questions, she [redacted] contact our Customer Service Department by dialing (XXX) XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I never asked for compensation of the lost Jobs, I just pointed that out as a results of dropped calls. Secondly I had called US cellular 2 months prior about the dropped calls and she recommend I do a reset and they also confirmed the calls were dropped many times. So I hung up and did a hard reset to my phone. When I had enough use of my phone and enough of the dropped calls I went to the store. The Store Assistant gave me 2 choices, she also claimed that they were having problems with the new update to the phones. The choices were a factory reset or a different phone. As I stated my Daughter has a Samsung 3 and also has problems. So I did the factory reset, and lost some of my pictures and had to get back all my apps.
As far as calling to find a way to resolve a dropped calls in the area, I would love to work at getting the issue repaired for everyone in this area.
Final Consumer Response /* (4200, 16, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am paying to have 4g coverage. I am paying to have use of a phone. I should not have to sit in my car or stand out in Blizzard weather to talk on my phone. I will Say this AGAIN, My DAUGHTER Has dropped calls Also when she is here! AGAIN, I spoke on the phone and YOUR Reps. can see I did WHY can't you? Frustrating YOU have no clue. I pay for your service and I can't get service. I WANT ALLTEL BACK , I had them for 8 years and NEVER had a problem. If I did they fixed it!!!
The Problem is not my phone. I just want what you people say you give. I want to SIT IN MY HOME, have 4G, AND NOT HAVE A DROPPED CALL ALL THE TIME!!!!!
Final Business Response /* (4000, 18, 2014/10/17) */
October 17, 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
[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal wherein she states that she pays for 4G coverage and use of her device. Ms. [redacted]'s states she shouldn't have to make calls in her car or outside when the weather isn't that well. Ms. [redacted]'s is also stating the she informed our reps that her daughter is having issues with dropped calls as well. Ms. [redacted]'s states that all she wants is the 4G coverage that she pays and to be able to make calls in her home.
I can definitely understand Ms. [redacted]'s desire to have this issue resolved. I will be more than [redacted] to research the account and provide additional information that Ms. [redacted]'s might find helpful.
On October 2nd 2014 I see noted that our Technical Support representative spoke to Ms. [redacted]'s and went over the coverage expectations for that area. During the review the technical support agent confirmed how well of a signal she was receiving in her home. The call did not drop while the associate was connected which was for approximately 20 minutes. The Technical Support agent reiterated the options for repairing and exchanging the device.
In closing, I do apologize that the Ms. [redacted]'s has yet to receive the resolution that she is looking for. I would recommend that Ms. [redacted] calls and work with our Technical Support Department until a resolution can be reached through them. I thank you for this opportunity to research the account and provide information to Ms. [redacted]. Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular