US Cellular

Initial Business Response /* (1000, 10, 2014/03/27) */
March 27, 2014
Revdex.com of Chicago
Attention: Ms.[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX

Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s correspondence regarding her payments. Ms. [redacted] states that in 2013 she was told three times that she was past due. She then states she found out she made three extra payments. Ms. [redacted] continues to state that she cannot get anyone to look at her account. She also stated that it is starting again in 2014 as her most recent bill is charging her for two months, and she states that she is not behind. Ms. [redacted] wants a refund for the three additional payments, and wants her bill to show she is current. She states if this cannot be done, then she wants to disconnect her service without penalty.
Ms. [redacted] I can certainly understand Ms. [redacted]'s concerns regarding her account balance. I am [redacted] to review her account to determine what [redacted] be going on with her account. Please let Ms. [redacted] know that I regret any frustrations this issue has caused her.
I have reviewed Ms. [redacted] account since January 2013. I show that Ms. [redacted] contacted U.S. Cellular on February 1, 2013 regarding her credit card. She stated that the credit card had been extended. We advised her how to make changes to her auto-payment. We also advised that we were unable to make the change as it can only be done through Ms. [redacted]'s My Account.
We spoke to Ms. [redacted] on September 4, 2013 regarding her billing, as Ms. [redacted] sated that she needed to change the billing date. We also attempted to transfer Ms. [redacted] to our Customer Relations Department, and the call dropped while being transferred. On November 6, Ms. [redacted] contacted U.S. Cellular to make a payment on her account. Ms. [redacted] stated that the stores in her area were not assisting her with her auto-payment set up. We went over some suggestions with her. We spoke to Ms. [redacted] on March 11, 2014 to assist her in updating her PIN number, and a payment was made on the account.
Ms. [redacted] I regret at this time I do not show three additional payments on her account. In addition, Ms. [redacted] account is not past due. I show that on her bill dated March 19, 2014, she was charged $379.84. This bill is higher due to data overages. Ms. [redacted] has a cellular number that ends in 9192. This number has a five gigabyte data package. However the line used approximately 6.3 gigabytes. This caused Ms. [redacted] to be charged $200.00 in the data overages. On this bill she was charged $188.98 in monthly service fees. This was $179.99 for the calling plan, and $8.99 for device protection for one line. This was a total of $188.98. She has the $200.00 in data overages, and taxes in the amount of $19.67. These charges totaled $408.65. However Ms. [redacted] also had an adjustment of $28.81 that gave her a balance on the account of $379.84. The adjustment was for our Partner Employee Discount program.
In addition, for Ms. [redacted] convenience I have listed her bills since January 2013 in the chart below. As you will see no extra payments were received.
Bill Date Bill Cycle Previous Balance Payment Past Due Balance Current Charges Total amount due
1/14/2013 12/14-1/13 $158.75 $158.75 $0.00 $159.17 $159.17
2/14/2013 1/14-2/13 $159.17 $159.17 $0.00 $159.17 $159.17
3/14/2013 2/14-3/13 $159.17 $159.17 $0.00 $159.17 $159.17
4/14/2013 3/14-4/13 $159.17 $159.17 $0.00 $158.93 $158.93
5/14/2013 4/14-5/13 $158.93 $158.93 $0.00 $158.93 $158.93
6/14/2013 5/14-6/13 $158.93 $158.93 $0.00 $158.93 $158.93
8/5/2013 6/14-7/13 $158.86 $158.93 $0.00 $158.86 $158.86
9/5/2013 7/14-8/13 $158.86 $0.00 $158.86 $158.86 $317.72
9/19/2013 8/14-9/13 $317.72 $158.86 $158.86 $158.86 $317.72
10/22/2013 9/14-10/13 $317.72 $158.86 $158.86 $158.86 $317.85
11/25/2013 10/14-11/13 $317.85 $317.85 $0.00 $158.90 $158.99
12/20/2013 11/14-12/13 $158.99 $0.00 $158.99 $216.80 $375.97
1/19/2014 12/14-1/13 $375.97 $375.97 $0.00 $168.84 $168.84
2/19/2014 1/14-2/13 $168.84 $168.84 $0.00 $168.84 $168.84
3/19/2014 2/14-3/13 $168.84 $168.84 $0.00 $379.84 $378.84
Ms. [redacted] had two bills were the payment was late, as the payment was not received until after the next bill had been mailed. This caused four of her bills to reflect a past due balance. Ms. [redacted] at this time no adjustment are due. The account balance is correct, and she is not past due. I am unable to meet Ms. [redacted]'s request to refund the payments. I hope Ms. [redacted] find this information helpful, and I truly apologize for the frustrations this issue has caused her.
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

"Calibri","sans-serif"; font-size: 11pt;">February 15, 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] C. [redacted]
U.S. Cellular Account Number: [redacted]

Thank you for contacting U.S. Cellular® in reference to the above account. I have reviewed Mr. [redacted]’s complaint and welcome the opportunity to address you this afternoon.

I would like to start by apologizing for any frustration that may have befallen Mr. [redacted] during this ordeal. It is never our intent to make life more difficult for our customer but rather quite the opposite. In reviewing Mr. [redacted]’s account, I’ve looked over ever billing statement that was processed from the opening of the account on January 12th, 2015 through the closing on November 29th, 2015. I was unable to find an instance where the customer was billed for more than two phone lines on the account. This also holds true for the final statement. When the account was close there were two outstanding Retail Installment Contracts (RICs) on the account. These were an agreement to make a small monthly payment for the devices on the account in exchange for a discount on the account price plan. When the account was ceased the remaining balance of the RICs were charged against the account along with the final amount due for the service. Currently only two of these charges exist on the account, both of which were presented on the statement sent after the account closed.

With this information, the finally billing amount is correct and no adjustment needs to be made. If at any time Mr. [redacted] has any additional questions, concerns we hope he does not hesitate to contact the Customer Service Team with U.S. Cellular® by dialing [redacted] from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you.    

Take care,
Thom D
Customer Resolutions Support
U.S. Cellular®
Customer Service: 1([redacted]
Website
Find a Store Near You!

October 21, 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. I am in receipt of [redacted]s complaint regarding being charged an access charge for the two tablets that were purchased on his account. He states that he was never advised of those access charges when he started those two lines of service. [redacted] requests the amount he has paid for those access charges be refunded to him, or for U.S. Cellular to provide proof that he signed the contract agreeing to those charges.
I am sincerely sorry for all of the frustration [redacted] has experienced due to the access charges being charged to his account each month for those tablets. It is never our intention to mislead any customer with incomplete information about charges for new devices. I appreciate the opportunity to review [redacted]'s account and provide additional information he may find useful.
On November 6, 2014, [redacted] added five lines onto his account including the two lines for those tablets. The next note regarding contract retrieval is not seen until September 21, 2015, where an associate noted that they were requesting to have a contract retrieved and sent to them. The reason that [redacted] never heard anything back from this associate is due to that associate no longer being with the company. Any time a contract retrieval request is submitted, that contract is sent to the associate's email address. I apologize that [redacted] was never able to have that document delivered to him.
Even though I do not have a copy of the signed contract that [redacted] signed on that day, I do have the draft that was saved to the account. On that document the access charge of $10 is listed directly below the Associate Activation Charge of $40, just a few lines above where it explains the cost of those tablets. The reason that we are able to offer these tablets, valued at $270 each, as buy one for $99 and get the second free is due to these access charges.
We have reviewed [redacted]'s complaint, and have determined that the access charge is listed on the documentation that he signed on November 6, 2014. As there is too much account specific information on that contract, I am unable to place a copy of it with this Revdex.com response. However, if this customer would like to have a copy of that signed contract he may send this request to [redacted], including his first and last name, the PIN to his account, and the reason for the request. When that request is received, we will locate the contract and send it back to him via email.
If [redacted] has any further inquiries or concerns, he can contact our Customer Service Department at 1-888-944-9400 and we would be more than happy to assist them.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2014/11/06) */
November 6, 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[redacted],
Thank you for contacting U.S. Cellular in reference to the complaint listed above received November 5, 2014. As a member of U.S. Cellular's Customer Resolution Support Team, I am responding to the complaint filed by Ms. [redacted].
Ms.[redacted] stated she has been with U.S. Cellular for about eight years and we stopped doing contracts after 'one and done'. She goes on to say that contracts have been reinstated and she was uninformed. She replaced her daughter's phone with an older phone she already owned and was required to sign a contract. Ms. [redacted] states she never signed a contract and her daughter has now canceled service and was billed an Early Termination Fee. She goes on to say she would have not cancelled service if she was aware of the contract. However to avoid the fee, Ms. [redacted] reinstated the phone with a new number, which will not be used by Ms. [redacted] or her daughter. Ms. [redacted]'s desired settlement would be to cancel without the Early Termination Fee on line ending in[redacted]
First, I would like to thank Ms. [redacted] for her long time loyalty with U.S. Cellular and how much
I truly respect the honest feedback Ms. [redacted] has shared with us.
Ms.[redacted] several years ago we made a business decision to eliminate the requirement to sign a 2 year contract when our existing customers purchased a new phone at the promotional price. As the years went by, we were not getting the business results we wanted. We had our existing customers buying new and expensive phones at the discounted price and shortly canceling their service without penalty. We took a hit selling the phone at the promotional price and then we took a bigger hit by not charging the customer a cancellation fee because they were not under any kind of contract. We are in a business where we want to gain more customers and retain our current customers. Starting the 2 year contract and enforcing a cancellation fee for someone who breaks their contract will help us get the new and hot devices our customers want. I am truly sorry we have disappointed Ms. [redacted]. I hope she can see why we made this business decision to bring the contracts back.
Ms.[redacted] after reviewing Ms. [redacted]'s account, our records show she agreed migrating to the New Shared Data price plan on July 17, 2014. In doing so, Ms. [redacted] agreed to a two year agreement for all the lines on the account. I am unsure why we would have not informed Ms. [redacted] and cannot apologize enough for any miss understanding. I understand how disappointed Ms. [redacted] must feel as we cannot honor her request in waiving her Early Termination Fee for line ending in[redacted]
Ms.[redacted] although my research did not produce the outcome Ms. [redacted] had hoped for, I would like to take this opportunity to thank Ms. [redacted] for her ten plus years of service with U.S. Cellular(r) and I appreciate the opportunity to address her concerns. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to see a contract that I signed. I did not verbally or in writing assume a contract. In addition, I got a new promotional phone from US Cellular for the first time in about 5 or 6 years, where everyone else they say was getting one all the time. I feel like I saved US Cellular money by using the same phone for so many years. Right now I am in two contracts, and I just can't afford two phones one which is turned off and sitting in a drawer.
Final Business Response /* (4000, 14, 2014/11/11) */
November 11, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
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 would like to see the contract that she signed. She is also stating that she did not verbally agree to a contract nor did she sign up for one. Ms. [redacted] states that this was the first phone that she received from U.S. Cellular in five to six years. Ms. [redacted] feels that she saved the company money by using the same phone instead of upgrading to a newer device. Ms. [redacted] stated that she was unable to afford two phones on the account. Her request is that the Early Termination Fee be waived and the line cancelled on the account.
Ms.[redacted] I would like to begin by apologizing for any frustration and inconvenience this has caused Ms. [redacted] thus far, and I appreciate the opportunity to research this matter and provide additional information that Ms. [redacted] find helpful.
While researching this account I do see that in order to review the documents that were signed on the day that the contract started back up on July 17th, 2014. You would need to revisit your local U.S. Cellular store that processed the change. Our previous agent did advise Ms. [redacted] the reason why the "one and done" was no longer being advertised. It was also explained that this would start a 2 year agreement.
Ms.[redacted] please let Ms. [redacted] know that as a member of the U.S. Cellular we want nothing more than for our customers to be [redacted] with their devices. If the device being used is an older device, we give different options to upgrade the phone. Only if the customer wants to upgrade, if not the same phone can be used throughout the course of service as long as no changes are made to the line on the account.
If Ms. [redacted] is unable to make that payment at this time, our Financial Services Department [redacted] be able to offer her a payment option to ensure her services are not interrupted. If she would like to find out more about her payment options, please contact our Financial Services Department by calling directly at XXX-XXX-XXXX.
We have reviewed Ms. [redacted] complaint and our records show that the Early Termination Fee is valid. If Ms. [redacted] wishes to see the contract information as stated above she would need to revisit her local U.S. Cellular store to pull up the requested information. I know that my research did not provide the resolution Ms. [redacted] was looking for but I hope that she finds this information helpful to her.
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
Final Consumer Response /* (4200, 16, 2014/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I did not sign a contract, nor would I have agreed to the new plan if I was told or if it was any way implied that I would have a contract. I would have cancelled the service then and there. I still have another US Cellular phone that I was intending to keep, and now my plan is to change that as well as my company's phones. We are actively working with[redacted] right now. I hope US Cellular thinks a $150 termination fee is worth the cancellation of $700-$800 a month of long time customers. I cannot do business with a company who doesn't treat it's customers fairly. I understand that other people cheated the system and therefore ruined it for the rest of us. But I was a loyal customer and was constantly recommending the company to my friends. I now feel completely cheated.

Initial Business Response /* (1000, 10, 2014/07/11) */
July 11th, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint regarding not being prorated for credits after porting her service to Verizon and closing her account. Ms. [redacted] also states that she was not under contract on the line ending with [redacted], but was charged a prorated early termination fee on the final bill. Ms. [redacted] also stated that she requested a contract retrieval but did not receive this nor hear of the resolution when speaking with us after. Ms. [redacted] asks that we research the early termination fee and her prorated credits for her final bill and resolve this on her account.
I would like to sincerely apologize for all of the frustration and confusion that we have caused Ms. [redacted] with her account. I understand the importance of having a final bill with expected charges or credits that you understand will be left.
On February 1st, 2013, Ms. [redacted] activated the line ending with [redacted] to a Samsung Freeform 4 receiving discounts for the new phone as a new customer and in return agreed to a two year contract of $150.00 prorated. At that time, we had "One and Done" contracts, which gave customers the opportunity to purchase a new discounted phone or add a line of service with a discounted phone. Only one two year contract to be agreed to and then no other contracts going forward while continuing to upgrade to new discounted phones.
On February 8th, 2014, Ms. [redacted] requested to port out service to Verizon for both of her two lines. The lines did not cancel until February 15th, 2014, due to a delay on our end, so the bill following this had prorated credits for February 15th, 2014 to February 23rd, 2014 at the end of the billing cycle only. I understand it is important that Ms. [redacted] receives all credits due, so I have applied a credit for the remaining seven days that she did not receive credit back for of $29.16.
April 2nd, 2014, Ms. [redacted] called to dispute her contract and early termination fee on line ending with [redacted] and she stated that she did not sign anything to agree to, so per her request, we submitted a contract retrieval that we advised [redacted] take up to five days. On April 11th, 2014, a follow up memo on the account from our Customer Relations department states that the contract was not available to retrieve.
We genuinely appreciate that Ms. [redacted] was a part of our U.S. Cellular family for more than five years and we are sad to see that she is no longer with us. In an effort to resolve her issues with her balance and her account, I have reversed the early termination fee of $88.32 leaving her balance with a final credit of $62.38 that also includes the prorated credit I have given. I have also submitted a request for this credit to be refunded to her and mailed within five to seven business days. This will also conclude that the account with collections will be closed, so this will not negatively impact her.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/09/18) */
September 18, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted] complaint regarding his wife experiencing phone issues as well as having no resolution provided when she tried assistance over the phone, in store, or through her own Revdex.com complaint. I understand the importance of having a working device, especially when away from home. I'd be [redacted] to review the account for further information.
I have reviewed Mr. [redacted]'s wife complaint submitted through the Revdex.com to find that we were unable to assist with the matter because the customer information that was provided on the complaint did not match our account records. Because we value the security and privacy of our customer's information, we are unable to make assumptions that persons providing incomplete or partial names are the same persons referred to on an account. We had requested either the Account Owner or Authorized User to contact us regarding this matter.
I understand that all of Mr. [redacted]'s wife's pictures and special milestones of their children were deleted off the phone. I am sorry for this loss; I personally can understand the importance of this keepsake having kids of my own. I show that Ms. [redacted] contacted our Customer Service Department regarding this incident on September 5th where we advised her to visit her nearest store location for troubleshooting of her device. Mr. [redacted] states that we have blamed his wife for this incident and I truly apologize if for any reason we came off as accusatory as that would not be our intent. Unfortunately, with this type of incident we are unable to pinpoint the exact cause but we can help in providing a resolution if there is a defect with the device or providing tips of additional back up to prevent this type of loss in the future.
Since September 5th, there are no other records to indicate that there have been further issues with this device. I also reviewed the account usage and was unable to verify any days without service. Mr. [redacted] stated that his wife visited the store location and was only ignored with no resolution. I know one's phone is a vital connection to family and friends, and can understand their frustration when experiencing service problems. Customer satisfaction has always been our company's primary goal. We strive to provide all of our customers with the ideal experience in all dealings with our company. I know it can be frustrating having to wait for assistance. We strive to keep our hold times to a minimum by hiring knowledgeable associates to limit hold times and assist our customers in a timely manner. At this time, we need to thoroughly assess the phone to be able to provide a resolution. Due to the steps involved with troubleshooting, I would encourage them to contact our Customer Service Department at the number below for assistance with these technical issues.
I truly apologize for any inconveniences Mr. [redacted] and his wife [redacted] have experienced while trying to resolve their concerns. Although we were unable to produce his desired resolution of replacing his device at this time and adjustments to his bill, it is our goal to provide the very best in customer satisfaction. We look forward to hearing from him so that we [redacted] provide a resolution for the non-working device. We thank him for his business and will continue to serve him with pride and respect. He [redacted] contact us by dialing XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution. Not even a credit to the bill. Nothing has been attempted from this company. Unacceptable.
Final Consumer Response /* (4200, 16, 2014/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
$25.00 did not even cover the amount it took us in gas to go to the U.S. Cellular store TWICE to get one issue resolved. Yes we did get new phones and a hotspot that now saves us money, but if you think $25 will cover for the GAS, TIME, and PICTURES that were lost. It doesn't even come comparable to what we spend each month.
Final Business Response /* (4000, 18, 2014/10/02) */
October 2, 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 rebuttal to our response. I understand that the customer is not satisfied by the $25 credit we have given to him, and requests additional credit.
I understand Mr. [redacted]'s frustration due to the problems encountered with his wife's phone and I do apologize for the problems he encountered. We are very sorry for what happened with the pictures stored in the customer's phone. However, we did not delete these pictures from her device. It would appear to be the result of mechanical breakdown of the phone.
I personally continually back up any important information to either an SD memory card or my laptop at home (or both) to ensure I do not lose any of it. Unfortunately, cell phones are electronic devices, and they can break down or fail, which is why we allow our customers to periodically get new phones. I am [redacted] to see that Mr. [redacted] has taken advantage of that availability and recently acquired new devices for himself and his wife.
Regarding Mr. [redacted]'s contention that the credit given did not even cover the gas required to visit our stores, all of us as consumers have expenses involved for any transaction we pursue. We have to drive to the store to buy our groceries, take time to pay our bills, or have maintenance done on our car, etc. Again, we are very sorry for the breakdown of his wife's phone, and the loss of the pictures stored upon it, but we did not do anything to cause that to happen. We feel we have been very fair in giving the $25 credit, despite not being the cause of the problems Mr. [redacted] describes. As a result, we are not willing to provide additional credit to the customer.
Ms[redacted] while we are extremely sympathetic to Mr. [redacted]'s situation, as no new information has been provided by the customer, we respectfully request this matter closed. Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/02/20) */
February 20, 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 complaint she states that U.S. Cellular knowing and willingly overcharged her mother. She states that she and her mother have called numerous times, and also visited the store numerous times to correct the issue. Ms. [redacted] states she requested to take the responsibility of her mother's line, and that this request was not completed. She also states that she made changes to her calling plan to accommodate the additional line. Ms. [redacted] has in her complaint that U.S. Cellular did not make the changes, and continued to incorrectly bill her mother. She also states that we are refusing to issue the adjustments that were billed in error.
The resolution that Ms. [redacted] is seeking is the removal of the charges that were billed in error. In addition, she wants all charges billed after December 29, 2013 to be reversed. She also wants $200.00 for the migration issued to the account.
Ms. [redacted] I truly understand Ms. [redacted] frustrations regarding the billing issues with her mother's account. I have reviewed Ms. [redacted] concerns. I regret I am unable to address her concerns at this time. In order to review her mother's account I will need to have verification of the account name. I would also need the account number or cellular number associated with her mother's account.
Please advise Ms. [redacted] to resubmit this complaint with the billing name, and cellular currently on file and we will be happy to address her concerns 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,
[redacted]
Customer Resolution Support
U.S. Cellular�®

Initial Business Response /* (1000, 10, 2014/03/19) */
March 19, 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. Mr. [redacted]'s complaint stated when we were trying to get the Apple IPhone, the billing system had terrible issues. He would receive a bill for double the charges, but he was instructed to only pay for one month. Mr. [redacted] was contacted in February and he was informed that he did not pay his December bill. He was not aware of this information. When Mr. [redacted]'s wife called in about the matter, she spoke with an associate who was attempting to resolve this, but the call was dropped. When Mrs. [redacted] called in a second time, she spoke with an associate who was rude. After these events, Mr. [redacted]'s account was suspended due to non-payment and charged a $25 restore fee on each of his four lines. Mr. [redacted] would like a refund of $100 for the restore fees. Mr. [redacted] believes his service was suspended due to the issues with the billing system.
I understand Mr. [redacted]'s concern about his bill. Our billing conversion did not come without its share of unforeseen errors including billing delays. I would like to apologize to Mr. [redacted] for any confusion and frustration our billing conversion has caused. This event has been very difficult for our customers and our associates alike. I would like to apologize to Mr. [redacted]'s wife for any rude treatment she experienced. I will be more than [redacted] to look over his account for any information that will help us come to a resolution.
Mr. [redacted] has four lines on the Family 1000 Voice & Unlimited Messaging plan for $119.99. Three lines have a Two Gigabyte Data Plan for $25 per line, and two lines have Device Protection for $5.95 per line. This brings the total to $206.89 before tax and Mr. [redacted] can find this information on the first page of his bill.
I saw Mr. [redacted] paid most bills in full after our billing conversion. A bill generated on October 22, 2013 for $232.53 and this was due on November 18, 2013. We received a payment of $232.53 on November 21, 2013. The following bill generated on November 25, 2013 for $232.53 and this was due December 19, 2013. Our records show that we did not receive a payment in December.
The next bill generated on December 20, 2013 for $242.54 and this was added to the December past due balance of $232.53. This made the total $475.07 due on January 9, 2014. The next bill generated on January 19, 2014 for $243.05. This was added to the past due balance of $475.07 making the total $718.12. On January 26, 2014 a payment of $180 was made reducing the balance to $538.12. $295.07 was still past due.
On January 27, 2014 we received a call from Mrs. [redacted] who stated a payment of $240 was made at a local U.S. Cellular office. Our Customer Service Associate informed Mrs. [redacted] this payment is not showing in our system. Mrs. [redacted] spoke with our Financial Services Department and was informed that we need the receipt in order for us to assist her with a missing payment search.
On January 29, 2014 all four lines were suspended due to non-payment. Mrs. [redacted] called our Customer Service Department to discuss why the account was suspended. Our Customer Service Associate transferred her to Financial Services to discuss payments. Our Financial Services Associate noted on the account that Mrs. [redacted] placed us on hold, and our associate waited for two minutes before the call was closed due to no response from Mrs. [redacted]. Mrs. [redacted] returned the call and was transferred to Financial Services. Mrs. [redacted] then made a payment of $498 with our Financial Services Department.
With the information I have found, the billing delay did not affect Mr. [redacted]'s account being suspended for non-payment. Even through our billing conversion and billing delay, Mr. [redacted] has always managed to pay his bill in full very close to each due date. Unfortunately we did not receive a payment in December. The suspension for non-payment was not an error of U.S. Cellular. I see we have waived the restore fees on all four lines one time for Mr. [redacted] in the past. We are willing to waive two of the four restore fees for a total of $50. The reason we have come to this decision is because we have waived these fees before and the suspension was valid. However, I would like to acknowledge that Mr. [redacted] and his family have given us their business for at least 13 years. I hope Mr. [redacted] finds this resolution satisfactory. I appreciate the opportunity to address this complaint.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (2000, 16, 2014/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First of all, I meant that if I had a missing payment showing I would have taken care of it until the matter was resolved so the phones wouldn't be cut off. There was always a past due amount on every bill because of the billing system mess up. I was told to ignore it, that it was because of the billing system being messed up at that point and it would correct itself soon. I believed it because the same thing was happening at work and they too were told to ignore it and just pay what was due for that month. I don't want to fight this anymore. It's totally ridiculous. I do want to ask one question, if it was just my billing then why were extra points given to certain people saying we are sorry for your inconvenience concerning the billing problem? Our office received that notice and addition to points.
Final Business Response /* (4000, 14, 2014/03/21) */
March 21, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number:[redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account.
I am in receipt of Mr. [redacted]'s rebuttal which stated that his billing due date changed as a result of our billing system upgrade. He stated that he would like for the date to remain consistent. Mr. [redacted] also mentioned that if he had been aware that he was behind he would have made a payment then stated that he made a cash payment but did not get a receipt for the payment.
Ms.[redacted] I hate to read that Mr. [redacted] has been inconvenience by the billing date not staying consistent to what he is used to. I hate to read that Mr. [redacted] made a cash payment that cannot be located and that he does not have a receipt for this payment. I am [redacted] to review the account and provide any additional details available.
During the review of Mr. [redacted]'s account, I noticed that his bills are back on track being due within the first ten days of the month. Mr. [redacted]'s bills will always indicate if he has a past due balance which serves as a notification to Mr. [redacted] that a payment is missing. I show that his account is up to date with a balance due of $183.67 which is due on 4/8/2014. Mr. [redacted] can expect to see his bills due within the first ten days of the month following the bill posting. I do apologize that the actual due date [redacted] vary a day or two within that ten day timeframe.
Ms.[redacted] in regards to making cash payments, I recommend that Mr. [redacted] always wait for a receipt when making cash payment as we never know when a posting error could occur. Since Mr. [redacted] does not have a receipt for the cash payment, we are unable to locate the payment as cash is not traceable. I do understand how this can become frustrating for Mr. [redacted] and apologize for any frustration that it has caused.
I show that as a courtesy we waived two restore from suspensions fees for Mr. [redacted]. The balance of $183.67 is the balance due after we waived the restore fees.
Should Mr. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/10/02) */
October 2, 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] complaint regarding his unlimited data plan ceasing on him for over usage. Mr. [redacted] requests that data be restored. He also requests that he is able to use his telephones data as the home internet source.
I can definitely understand Mr. [redacted] frustration and desire to use his phones internet as the home service without it stopping in middle of the month. I will be [redacted] to research the account and provide assistance for this matter.
Mr. [redacted] states that he uses his phone at home for tethering his Xbox, laptop, and TV together since he has no home internet. He also stated that he visited sites such as: YouTube, Netflix, and Facebook which has resulted in him using 102 Gigabytes of data thus far in the month. Lastly he states that his plan is a true 4G unlimited plan not a 3/4G network.
In my research of the above account I was able to discover that we communicated with Mr. [redacted] on September 25, 2014. During this communication we discussed the proper use of the data on his device and the prohibitions also. As a result of this communication with Mr. [redacted], he agreed to the terms and conditions of the data use. U.S. Cellular at that time restored service back onto the device with the understanding that Mr. [redacted] understood the proper use of his data plan.
I truly appreciate this opportunity to review Mr. [redacted] account and provide information that I hope is helpful to him. Should Mr. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/03/19) */
March 19, 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 regarding her recent payment that erroneously charged more than she had requested resulting in overdraft fees. Her desired resolution is a refund check in the amount of $90.00 for the overdraft fees including charges of $30.00 each day that her account is negative as a result of the overpayment.
First and foremost I would like to formally apologize to Ms. [redacted] for the financial stress and inconvenience that has caused resulting from this issue. Customer satisfaction has always been our number one priority and I realize we failed to meet Ms. [redacted]'s expectations. I can personally understand Ms. [redacted]'s frustrations, her situation of having SSI once monthly with this error can be very upsetting. I will be more than [redacted] to review her account and provide information she [redacted] find helpful.
On March XX XXXX, our Customer Service Team received a call from Ms. [redacted] and a payment was made. According to Ms. [redacted], only $31.65 was to be paid. When looking at the transactions, we do show that a payment of $225.27 was attempted to be authorized on March 17, however that transaction was declined. Our notes do not show exactly how much Ms. [redacted] wanted to pay when she called on March 17. Our notes state Ms. [redacted] called us when her bank had contacted her regarding the attempt to process $225.27, and we confirmed that only $31.65 had been taken from her account. She had requested a supervisor, and our supervisor had stated that only $31.65 had been paid, nevertheless we informed her if she is showing something different from her bank to fax in her bank statement with that information.
Today, I contacted our Financial Services team and verified that we did attempt to debit the account $225.27 three times, however only the amount of $31.65 was actually debited. Normally, some banks who put a hold on the account will release the hold as it was not actually transmitted from U.S. Cellular. The amount of time for this to happen depends on the banking institution. If because of this error Ms. [redacted] was charged overdraft fees, U.S. Cellular will be glad to issue a refund check, as in Ms. [redacted]'s desired resolution. Our policy does require Ms. [redacted] to fax her bank statement showing the $257.25 posted to her account as well as the corresponding NSF fees for that transaction to our Financial Services Team. Please include on the fax the account number, phone number, first and last name, and the official statement from bank to fax (XXX) XXX-XXXX.
Because of the inconvenience caused to Ms. [redacted], I have credited her U.S. Cellular account $30.00 as a courtesy goodwill credit. Regrettably, we are unable to issue a check for $30.00 each day that her account is in the negative, as her bank account was only actually debited for her payment of $31.65.
With the $30.00 credit applied to her account, this brings her account balance to $163.62, due by April X XXXX. We do appreciate Ms. [redacted]'s business and although this misunderstanding occurred we hope to provide her with "World's Best" customer service going forward. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 13, 2014/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I asked for a supervisor, I was put on hold for 45 mins,When I advised them than this is fraud,The lady told me"if I file a fraud complaint. My services will be disconnected & I will be charged for disconnect fee's along with early termination fee's for 2 line's" that is a threat & even my attorney said that's a verbal threat to do physical harm . attorney suggested that us cellular do more then credit for the inconvenience. My bank in order to protect me from us cellular has advised me to no longer make ovr the phone payment & said that they wont provide anyone or company with account information bc of this kind of issue... I WANT SOMETHING DONE ABOUT THE THREAT !!!
Final Business Response /* (4000, 19, 2014/03/29) */
March 29th, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s rebuttal wherein she states that she advised an associate of U.S. Cellular that this was fraud and she was going to file a report. Ms. [redacted] states that she was advised by the U.S. Cellular associate that her service would be cancelled and she would be charged disconnection fees and early termination fees. Ms. [redacted] states that her legal counsel advised her that he considers this as a verbal threat especially to a disabled individual. Ms. [redacted] states that her legal counsel feels like eight months of free service should be sufficient enough to "teach someone to not threaten a disabled person to keep them from telling the truth". Ms. [redacted] goes on to state that her legal counsel has also advised her that three attempts to withdraw the wrong amount when the customer clearly said a different amount is fraud. Ms. [redacted] concludes in stating that she is within the law to report this and that her legal counsel advised her that if her services were to be disconnected for telling the truth, he will file a lawsuit because she is disabled and depends on her service for medical reasons.
Customer satisfaction is and has always been our company's primary goal. I would like to extend a heartfelt apology for all the frustration Ms. [redacted] has experienced regarding this matter. In response to Ms. [redacted]'s rebuttal, it will be my pleasure to resolve this matter.
On March 17th, Ms. [redacted] spoke with our Customer Service department to process a payment. This attempted payment failed to process. I find no memos that state the amount of the payment Ms. [redacted] requested to pay.
That same day Ms. [redacted] spoke with our Financial Service department. Ms. [redacted] stated that she informed the Customer Service associate that the payment was to be for the past due balance of $31.65 but her bank had informed her that the amount that was actually attempted to be processed was for the full balance of $225.27. We advised her that no payment had successfully processed that day.
I would like to pause for a moment and express to Ms. [redacted], that it is never ever our intent to process a payment for anything other than what our customer's request. I deeply regret that in an error solely on our part, the incorrect amount of her payment was attempted to be processed. This was a human error, and in no way done with ill intent. This error is definitely not the norm as we take great care when processing payments for our customers.
Our Financial Services associate then assisted with processing her past due payment of $31.65 at Ms. [redacted]'s request. We advised Ms. [redacted] that in order to refund her bank account the three overdraft fees totaling $90.00 that she stated she was charged due to our error, that she would need to fax in her bank statement reflecting said charges. Ms. [redacted] declined to fax in her bank statement. We then offered to credit her U.S. Cellular account for the $90.00 to which Ms. [redacted] also declined.
I would like to share with Ms. [redacted] that when a fraud case is opened, it [redacted] be deemed necessary that a temporary suspension be placed on the account. This would be done only to prevent further fraudulent charges from incurring. This is in no way meant to be considered as a threat as that completely goes against everything we stand for as a company. This information is shared to make sure that our customers are fully aware of all possibilities when accounts are reviewed for fraud. I genuinely apologize if for any reason Ms. [redacted] interpreted this as a threat. I have thoroughly researched Ms. [redacted]'s account and do not find that a fraud case was opened therefore no further action was taken.

We have reviewed Ms. [redacted]'s rebuttal. We have already applied a $30.00 credit for her the frustration she experienced regarding this matter. While we are extremely sympathetic to this situation, we are unable to grant eight months of free service for providing Ms. [redacted] with accurate information on the potential process in fraud cases. We appreciate the opportunity to assist Ms. [redacted] today. Ms.[redacted] we respectfully request this case to 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, 17, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My lawyer advised me that after being told that services would be canceled & I would be charged DISCONNECT FEES & EARLY TERMINATION FEES for 2 line's, He DOES take that as a threat because I said,THIS IS FRAUD & I WILL REPORT THAT & FILE A REPORT. Attorney says that's definitely a verbal threat especially to a disabled individual. He feels 8 months of FREE service will teach someone to Not threaten a disabled person to keep them from telling the truth. He also said that 3 attempts to withdraw the wrong amount when the customer clearly said a different amount IS FRAUD !!! & I AM within the law to report it..He said that if services are disconnected for telling the truth that he WILL file a suit because I'm disabled & depend on service to contact medical help if needed.

January 27, 2016

New Roman">
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]

Good Afternoon, Thank you for contacting U.S. Cellular in reference to the above account.

I am in receipt of the complaint regarding Mr. [redacted]’s billing. Mr. [redacted] is stating that he is receiving Restore Fees that were caused due to US Cellular’s error. He is also stating that his billing exceeds $1,000.00 when his plan should be around $200.00 a month.

I can understand Mr. [redacted]’s concern of this billing and am happy to look into this for him. I would be concerned about getting charges that are not valid too.

Before reviewing all the statements, I want to explain the normal monthly charges without any past due balances, overages or restore fees.  I also want to explain that we have recently changed this customers plan to a lower plan to help save him money. The following charges are before the recent changes and without the Regulatory Fees and Taxes. The normal Monthly Service Charge is $100.00 for 10GB of Data with the added feature of Data Usage Control for $2.99 a month.  The line ending in 2343 had a connection charge of $40.00 (with a $20.00 discount due to having Monthly Retail Installments), $8.99 for Device Protection Plus and a Retail Installment of $22.45 a month.  The line ending in 5127 has a monthly connection charge of $30.00. This brought his total to $184.43 before the Regulatory Fees and Taxes.

After reviewing the past five statements, I see that there is a lot of activity happening on the account. Starting back on the August 14, 2015 statement (activity dates for July 14 through August 13) there was a Past Due Balance of $153.71, current charges of $225.11 giving an overall balance of $378.82.  The payment received for that billing period was $270.45 which was returned for insufficient funds (NSF).  Other payments that were received were for $30.00, $26.00 and $200.00 (which restored service). This left a balance of $122.82. Due to the NFS the account had an interruption in service. This generated the Restore fees ($25.00 per line) when Mr. [redacted]’s payment resumed his service. He was also charged a Returned payment charge of $20.00. These payments, restore fees, and Returned Payment charge all show on the September 14, 2015 statement.

Mr. [redacted]’s September 14, 2015 statement (activity dates August 14 – September 13) started off with a past due balance of $122.82. The current charges were $796.68 bringing the overall total to $919.50. This balance consisted of a phone purchase and accessories. The phone upgrade is for an [redacted] 6 with Monthly Retail Installments of $22.45 but also required a Down payment of $200.00. This also had a Device Activation Fee of $25.00. The Taxes for the new device are billed at the time of the upgrade as well. This charge was $54.11. There was also a purchase on this monthly bill for an accessory of a [redacted] Case for the phone which was $99.99. Along with these charges, Mr. [redacted] had two interruptions in service.  The first on August 20th for non-payment that was restored on August 21st with a payment.  The second interruption was on August 24th due to the NSF check that was returned and then restored on August 24th. These two interruptions caused each line to have two restore fees.

The October 14, 2015 statement (activity dates September 14, 2015 – October 13, 2015) started with the past due balance of $791.68 and the current charges were $287.91 bringing the total balance to $1,039.59. The customer had interruption in service on September 19, 2015 causing restore fees. This is the only thing adding additional charges besides the monthly service charges and Monthly Retail Installments to this bill. The payment received throughout this month was $167.82.

The November  14, 2015 statement (activity dates October 14, 2015 - November 13, 2015) started with a past due balance of $427.33 and current charges of 418.70 bringing the total balance to $846.03. A payment was made for $550.00 that was returned by the bank as a Closed Account. This generated a Returned Payment Fee of $20.00. This also caused the account to get interrupted in service which generated Restore fees. During this billing cycle the customer had interruption in service on Ocober 21, 2015, restored the same day, October 25, 2015, restored the same day and November 2, 2015, restored on November 3, 2015. I see that we waived one set of these restore fees for the customer, giving the account a $50.00 credit.  The payments received through this billing cycle were October 25, 2015 $550.00 (which was returned by the bank) and November 3, 2015 $553.72.


The December 14, 2015 statement (activity dates November 14, 2015 – December 13, 2015) started with a past due balance of $546.78, current charges showing as $356.35 bringing the total balance to $903.13. During this month there was interruption in service on 11/24/15 causing a restore fee per line. There was also another returned payment during this cycle for $105.77. The payment received during this cycle was for $299.25 on November 24, 2015 to restore the service at the time of interruption.

The January 14, 2016 statement (activity dates December 14, 2015 – January 13, 2016) started with a past due balance of $356.13 with current charges of $322.42 bringing the total to $678.55. This statement had Data overages of $45.00.  During this billing cycle there was interruption on December 19, 2015 generating restore fees for each line.  On December 19, 2015 there was a payment received for $547.00.

We have received a payment for $300.00 on January 19, 2016. This upcoming statement the customer will have additional restore fees due to the interruption on January 24, 2016.

We have a department that the customer can work with to avoid this interruption in service by setting up Payment arrangements with our Financial Service Department. I see that the customer has worked with them however there were broken arrangements causing the interruption in service. Any time past the Due date the account is subject for interruption.

Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ([redacted].


Sincerely,


[redacted] W.
Customer Resolution Support
U.S. Cellular®

September 6, 2016

New Roman"> 
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
[redacted]
[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] complaint stating that the service that she is received isn’t good while doing business in Raleigh, NC. She stated she is quickly running out of data that she uses for business purposes while there. She states that when she contacted us she was told that she would have to pay for more data in order for the data to work. She is requesting that we refund her account for the unused data or give her more data to use.
 
I understand how frustrating it must be for Ms. [redacted] to experience issue with her data service while she is in Raleigh. We understand the importance of making sure that she has all functionality of the device at all times. I will be more than happy to review the account to provide more information on this issue.
 
Upon review of our coverage map it shows that Raleigh, NC is not within our coverage area. With that location not being in our service area we have roaming agreements with other providers that allow us to only use 400 MB of data off of their network. When Ms. [redacted] is in Raleigh her device should indicate that she roaming. That indication should appear as an “R” above the signal bar, a triangle above the signal bars, or the phone would indicate extended area. With that being the case she will limited on the coverage that she will receive for data.
 
Within the terms and agreements of our service that is also specified as well. The section of the terms and agreements state:
 
At least 50% of your monthly voice usage for each device on your account must be used in U.S. Cellular's licensed markets. No more than 400 MB of your data usage in any month for each device on your account may be used in U.S. Cellular's non-licensed markets. The customer address or business address for business accounts (not the billing address if different) will be deemed to be the primary place of use of Service for all devices on this account for purposes of calculating certain taxes, surcharges and fees. You agree to inform us of any changes in your customer address or business address for business accounts which must always be within U. S Cellular's licensed markets.
 
 
It shows that Ms. [redacted] contacted us on August 14, 2016 in regards to not being able to use her data. At that time we advised her that the location is in partner coverage and the limitations that she would experience while there. As of August 29, 2016 Ms. [redacted] called and wanted to get information on her data and at that time we advised of the same information previously provided and she requested a supervisor. The supervisor she escalated to advised her that she would be limited to 400 MB of service and as a one-time courtesy we would unblock the data on the account, but we would not unblock it going forward due to our agreements that we have. She reached out to us on September 3, 2016 requesting to get a higher data package; however, we do not have a separate data package to purchase. The plan that she has on the account is a simple connect $35.00 unlimited talk and text and 500 MB of data.
 
Ms. [redacted] is getting the majority of the data she is paying for. If the device was used within a U.S. Cellular licensed market area she would get all the data she is paying for each month. Unfortunately, we do not offer a separate plan that would allow her to have more data since she is not within the coverage area when she is using the data each month. We also would not be able to provide her with a refund on the account as the service is being used. Although her data has been slowed down she is still able to use the data. She has used a total of 1.24 GB of data since August 14, 2016, which is more than double the amount she is paying for each month.
 
We have reviewed Ms. [redacted] complaint and at this time we will not be able to honor her request to refund her account or supply her with more data. The above information that has been provided is reason enough to show that we have advised Ms. [redacted] multiple times on the terms of our service. She has also exceeded the amount that she pays for on a monthly basis as well.
 
Should Ms. [redacted] have any 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, 2014/04/01) */
April 1st, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr., [redacted]'s complaint in which he explained that beginning last August he was unable to make his payment online due to the billing conversion that was taking place. Mr. [redacted] then explained that starting in September he began receiving two bills a month and as a result by December his account was showing a balance of $755.00. Mr. [redacted] stated that he disagreed with this amount stating that he had sent in monthly payments. Mr. [redacted] then spoke with our Customer Service to resolve this matter during which time he was asked to send in bank statements for the year showing the payments had cleared. The customer explained that his bank would charge him for this service and he declined to provide that information. Mr. [redacted] advised that he then ported his numbers to AT&T and that he does not agree with his final statement.
Ms. [redacted] we are very saddened to learn that we have lost Mr. [redacted] as a customer. We truly valued his business and are not only disappointed to see that we have lost him as a customer but that his last business transactions with were not satisfactory. Ms. [redacted] as your know US Cellular did undergo a complete billing transition for all customers in August of 2013. We recognize that this conversion did impact our customers with delayed billing that caused customers to not have a bill print for August or September causing compressed billing during October, November and December. We are sincerely sorry that Mr. [redacted] was affected by this and truly apologize for any frustration that we [redacted] have caused him. I appreciate the opportunity to have the chance to review his account in full and provide him with information that I hope he find helpful.
Ms. [redacted], I have reviewed Mr. [redacted]'s account in full account for all amounts billed to Mr. [redacted] from January 1st, 2013 until the date that Mr. [redacted] cancelled services on January 11th, 2014. Ms. [redacted], because we are covering such a large time frame I have included the billing cycles covered, amounts, and dates that bills were due in chart below:
Billing Dates 12/10/XXXX - X/9/2013 Amount Due: $249.71 by 1/30/2013
Billing Dates 1/10/XXXX - X/9/2013 Amount Due: $249.71 by 3/2/2013
Billing Dates 2/10/XXXX- X-X/2013 Amount Due: $284.42 by 3/30/2013
Billing Dates 3/10/XXXX- X/9/2013 Amount Due: $249.47 by 4/30/2013
Billing Dates 4/10/XXXX-X/9/2013 Amount Due: $249.47 by 5/30/2013
Billing Dates 5/10/XXXX-X/9/2013 Amount Due: S249.47 by 6/30/2013
Billing Dates 6/10/XXXX-X/9/2013 Amount Due: $254.31 by 7/30/2013
Billing Dates 7/10/XXXX-X/9/2013 Amount Due: $249.30 by 11/13/2013
Billing Dates 8/10/XXXX - X/9/2013 Amount Due: $360.78 by 11/14/2013
Billing Dates 9/10/XXXX- XX/9/2013 Amount Due: $249.47 by 11/15/2013
Billing Dates 10/10/XXXX-XX/9/2013 Amount Due: $249.47 by 12/10/2013
Billing Dates 11/10/XXXX-XX/9/2013 Amount Due: $249.47 by 1/8/2014
Billing Dates 12/10/XXXX-X/9/2014 Amount Due: $249.98 by 2/3/2014
Ms. [redacted], as shown the total that Mr. [redacted] was bill from January 1st, 2013 until his account cancelled on January 11th, 2014 was $3395.33. Ms. [redacted] with the chart above we also hope to demonstrate to Mr. [redacted] that he was not double billed for any time frames.
Ms. [redacted] in order to show how the final balance was received I have also included all payments that Mr. [redacted] has made to his account from January 1st, 2013 until his account was cancelled on January 14th, 2014. Please reference the chart below:
$249.71 payment posted to account on 01/25/2013
$220.00 payment posted to account on 03/8/2013
$50.00 payment posted to account on 03/15/2013
$234.42 payment posted to account on 04/05/2013
$249.47 payment posted to account on 05/03/2013
$249.47 payment posted to account on 05/31/2013
$250.00 payment posted to account on 07/12/2013
$260.00 payment posted to account on 09/5/2013
$263.00 payment posted to account on 10/04/2013
$363.00 payment posted to account on 11/18/2013
$210.00 payment posted to account on 11/28/2013
$266.80 payment posted to account on 12/28/2013
Ms. [redacted] from January 1st, 2013 until Mr. [redacted] cancelled his account on January 11th, 2014 he paid a total of $2865.87 towards his account. Ms. [redacted], since Mr. [redacted] was on a contract plan he was billed for his services a month in advance. When Mr. [redacted] cancelled his service that left an amount that he owed on his account at $529.46. Mr. [redacted] ported his number to another provider on January 11th, 2014 which was one day into the new billing cycle. Since Mr. [redacted] services were paid in a month in advance we adjusted the remaining 29 days of his bill cycle including taxes and fees and this left Mr. [redacted] owing $271.66 for his final amount due. Mr. [redacted] has not been billed for any time outside the time his service was active. We absolutely understand the confusion caused by his compressed bill due dates in October 2013 but hope we have shown that double billing did not take place. Ms. [redacted], the customer states that he was told that he was not able to cancel his service while the account was past due, however; I am unclear on where Mr. [redacted] received this information. I show that Mr. [redacted] did call in and speak with our Financial Services Department on January 11th, 2014 which was the same day that he ported his numbers to a different carrier. Mr. [redacted] while the account was past due on this day the account was still active. I do not see that Mr. [redacted] spoke to our Customer Relations Department regarding cancelling and the only time a customer is unable to port their number to another carrier is when the account is suspended for non-payment. The department that Mr. [redacted] spoke to on this day does not typically discuss cancellations and I am truly sorry if any misinformation was provided. Mr. [redacted], I would also like to assure Mr. [redacted] that currently his account shows the balance of $271.66 that is past due, but this amount would not reflect on his credit report. This would not happen until the amount past due has remained unpaid for an extended amount of time and the account is referred to an outside collection agency and Mr. [redacted]'s account has not gone through this collection step.
Mr. [redacted] the customer' s desired resolution is to remove the US Cellular Account from his credit report and zero out his final balance. Mr. [redacted]'s account has not been referred to an outside collection agency and would not be a negative mark on his credit. Ms. [redacted] as explained above Mr. [redacted] has not been billed for any time frame beyond his date of cancellation on January 11th, 2014 and the final amount due is correct.
Ms. [redacted] I hope the information provided will be helpful for Mr. [redacted] and provide him with answers on his final balance. Should Mr. [redacted] have additional questions, we welcome him to contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] J.
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Us Cellular forgot to include the fact that we pay in advance on our phone bills, January 2013 payment cleared my account on 12/31/2012. december 2012 payment cleared on 12/3/2012. It is ridiculous to expect a client to pay for an entire month when we cancelled our service on the day of our expected billing cycle. Us cellular continues to call me a liar regarding the unsatisfying monthly phone calls to their customer service from August to January. I will file a complaint in small claims court and pay them before I send US Cellular another red cent. Looking at all of the complaints regarding this time frame, maybe we can all get a class action lawsuit going as did Verizon clients did. Thank you Revdex.com for attempting to get through to this company which clearly does not have customer satisfaction as a part of their main goal.
[redacted]
Final Business Response /* (4000, 14, 2014/04/09) */
April 9, 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 Number: XXX-XXX-XXXX
Dear Ms. [redacted]
Thank you for your continued communication in regards to Mr. [redacted]'s account. Mr. [redacted] states he does not accept our previous response regarding the balance due on his canceled account. He states that we forgot the fact that he pays in advance for his service and should not owe a bill. The information we provided was very detailed regarding payments that he made on his account from January 2013 to January 2014 as well as credits issued due to his service being canceled 1 day into his billing cycle.
As mentioned in our last response, the adjusted balance of $271.66 is owed by Mr. [redacted]. The amount is not in a collection agency at this time, nor has it affected is credit rating. I do encourage Mr. [redacted] to contact our Financial Service Department at XXX XXX XXXX to satisfy his balance due.
Although, we are unable to provide Mr. [redacted] with his desired resolution of making his balance due zero, we respectfully as that this matter be closed.
Ms. [redacted], thank you again for the opportunity to address Mr. [redacted]'s concerns.
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(r)

Initial Business Response /* (1000, 10, 2015/10/16) */
10/16/15
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] concerns regarding being billed an early termination fee for canceling service prior to the end of a contract that he was not aware he was under. Mr. [redacted], states that he was on a belief plan and believed that he would have no contract. He goes on to state that he had on going service issues with one device which caused him to cancel the whole account. His desired resolution is to have the fees waived and no longer be contacted by us or by the collection agency.
I can certainly understand Mr. [redacted] concerns. I am more than [redacted] to carefully review the account for more information concerning this issue.
Upon review of Mr. [redacted] account I found that he was on the belief plan which had one and done contracts within certain restrictions. If customers no longer wanted to sign a new contract they would have to pick devices that did not require a new contract. I show that in [redacted] and July of 2014 Mr. [redacted] picked to receive discounts on new devices that were not part of the no contract options. Since Mr. [redacted] decided to receive a discount on devices that were not part of the no contract option he opted at that time to sign a new contract which came with an early termination fee should he decide to cancel prior to the end of the contract. This information regarding the contract term and the fee was detailed on the paperwork that Mr. [redacted] signed when upgrading the devices.
As Mr. [redacted] mentioned we waived the fee for his wife's line due to issues that she had. The original amount due with her lines early termination fee included was $679.63; the amount of $201.97 was adjusted on 6/2/2015 which was the adjustment for the early termination fee for his wife's line. The remaining balance of $477.66 for early termination fees that went unpaid was turned over to a collection agency. This amount is due as Mr. [redacted] decided to upgrade to devices that were not part of the one and done program. I recommend that Mr. [redacted] contact the agency to arrange payment on the balance that is owed.
Should Mr. [redacted] any further inquiries or concerns, he can contact our Customer Service Department at X-XXX-XXX-XXXX and we would be more than [redacted] to assist her.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2014/11/07) */
November 7th, 2014
Revdex.com of Chicago
Attention: Ms. [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXX-XXX-XXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I have received Ms. [redacted]'s complaint in which she states that she bought and paid for a new phone and an Apple iPad in our Tomah, Wisconsin retail location. Ms. [redacted] continues with stating that someone had credited her bank card and put her equipment purchases on a retail installment plan, which Ms. [redacted] says that she did not request. Ms. [redacted] stated that she left the store believing that her equipment was paid for at that time. Ms. [redacted] states that she wants to pay off her retail installments and get out of her contract. Ms. [redacted] states that she does not get coverage where she currently lives and needs to get a new carrier. Ms. [redacted] closes with stating that she would like her monthly charges accrued refunded to her.
Ms. [redacted] I definitely understand how leaving the store thinking that her equipment was paid for, but to later realize that it was under a retail installment plan would be frustrating. It is unfortunate that the retail installment plan was not explained in more detail to Ms. [redacted]. I can also understand any frustration to Ms. [redacted] pertaining to her rewards points not being spent to her satisfaction at the point of sale for the equipment. I apologize for any inconvenience this caused Ms. [redacted] and I am more than [redacted] to review her account and assist with this matter.
On June 11th, I show that Ms. [redacted] called our Customer Relations department in reference to her living outside of the coverage area. The associate explained to Ms. [redacted] that since she lived outside of our coverage area, she would have impacts on her coverage, including the lack of store locations and limited data services. The associate further recommended for Ms. [redacted] to look for carriers that provided service at her new residence and educated how she could port her phone numbers to another carrier that provided service in her new location.
Ms. [redacted] upon further review of the account, I see that Ms. [redacted] visited our Tomah, WI retail location on July 31st. Against the advice of the associate from our Customer Relations department and also knowing that she was no longer living in our coverage area, Ms. [redacted] activated a new line of service for her new Apple iPad Mini 16gb and upgraded her phone number ending in[redacted] to a brand new LG Freedom 2. In Ms. [redacted]'s complaint, she states that she was under the assumption that she had paid for the devices at the point of sale. The full retail value of the Apple iPad Mini 16gb is $429.00 and the full retail value of the LG Freedom 2 is $150.00. On that day, Ms. [redacted] did not make any payments to the account for her new equipment, however she made a payment for the amount of $31.85. That amount covered the total amount of sales tax for both devices, which is commonplace when a customer initiates an agreement for the retail installment contract. While the customer would pay the tax amount up front, the actual retail cost of the device is divided into payments over the following 24 months.
Ms. [redacted] when our customers do retail installments for their devices, we provide them a monthly credit (corresponding to data package and type of device that they currently have active) that is only available to eligible customers. Upon reviewing the account, I do see that Ms. [redacted] does have all of those corresponding discounts for her two devices. However, I did notice that she was charged an activation fee on her bill at the time in error. I have waived the charge (a total amount of $44.67) from her current balance. I apologize to Ms. [redacted] for being subjected to that charge in error.
We have reviewed Ms. [redacted]'s complaint. While it is unfortunate that Ms. [redacted] currently lives outside of our coverage area, she had full knowledge of those impacts before renewing her contract with U.S. Cellular(r) and purchasing new devices. If Ms. [redacted] still wishes to cancel her service and port to another provider, I recommend that she contact our Customer Relations department so that we [redacted] advise her of the remaining balance of her retail installment contracts at the point of cancellation. Due to the fact that Ms. [redacted] was made fully aware of any service impact and lack of stores in her area before she purchased new equipment, I will not be able to credit any charges off of her account for actual service charges.
Ms. [redacted] I appreciate the time that you and Ms. [redacted] have allowed for me to review the account and provide this information. 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

I have had my cell phone service with U.S. Cellular for over 10 years. Today I searched the uscellular.com website in need for a new battery because mine dies within 2 hours of removing it from the charger. I couldn't find anything on the website about batteries EXCEPT the battery swap program advertised from 2009 (which is apparently no longer valid according to the sales representative I called in and spoke to). That specific article is the only thing you can find on their website about getting a new battery yet they tell me the program is no longer available. The only way to get a new battery is from the manufacturer which is not stated on the website from anything I can see or find. The battery swap plan listed on the website is false advertisement, regardless if the representative says it's from 2009, the company should have updated this article to reflect current changes...7 years later. I would like the free battery that is advertised on the website, screenshots of the offers available upon request. I did tell the representative I would be contacting the Revdex.com about this but she didn't say anything back to me at all.

Complaint: [redacted]
I am rejecting this response because: They pulled classic bait and switch , Now that i'm stuck with the phone and the bill , I've been with Us Cellular for 13 yrs never missed a payment , For people who are not familiar with Data plans and smart phones they were not very helpful explaining what I was getting myself into .Now I will probably have to buy another phone . And take my money elsewhere. It might not seem like alot of money them but it is to me I work very hard for my money .I have also seen other complaints of the same . Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2014/06/25) */
June 25, 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 not receiving assistance with the credit balance refund of $58.20 on her account. I understand that she has tried to contact us regarding this issue several times to no resolve. I regret to learn that we have not provided the Customer Experience she is accustomed to and I'd be more than [redacted] to review the account.
Ms. [redacted], when a credit balance is due to a customer, our Payment Control Department will process the transaction. The refund is usually sent out approximately 60 days after the revised final bill. This ensures all charges, such a roaming, are billed prior to refunding the account balance. If a customer calls prior to that time, we will verify the information required and submit the refund request. After researching Ms. [redacted] account, the refund of $58.20 processed on March 28, 2014, and was applied to the credit card that was on file at that time. The credit card, ending in 8360, was the same card used for her last two payments in December 2013 and January 2014. Unfortunately, if the card was cancelled or misplaced, we had no knowledge of this.
I have contacted our Payment Control Department once again to see about processing the refund by check instead, as Ms. [redacted] no longer has access to this card. With the refund already being processed effective March 28th, we cannot guarantee that the funds will be released back to U.S. Cellular; although we will make the attempt. If the funds are released back to U.S. Cellular, I have also requested that Ms. [redacted] is refunded by check format. I have also gained access to the Customer Service number to the company who provided the card: X-XXX-XXX-XXXX. I would recommend Ms. [redacted] contact their Customer Service directly to see about the possibility of her refund as well.
I also want to apologize to Ms. [redacted] for the lack of Customer Service she has experienced. Customer satisfaction is our number one priority and I appreciate the honest feedback she has provided. It is our customer's opinion that matter most as it provides us the opportunity for growth. I hope that this information is helpful in providing a resolution to Ms. [redacted]. She [redacted] follow up on the status of my request by calling into our Customer Service Department at (XXX)XXX-XXXX and referencing case number XXXXXXX. We are always here to help in any way possible.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (2000, 12, 2014/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance in this matter. Upon being given a contact number for the credit card company which received the credit on my behalf, I was able to contact them and receive my refund. Thank you for your time and efforts to rectify this situation.
Sincerely,
[redacted]

November
4, 2015RevDex.com of ChicagoAttention:
Revdex.com Customer Relations Advocate330
N Wabash Avenue Suite 2006 Chicago,
IL 60611Re:
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. Mr. [redacted]
is rejecting our response because he
feels we did not hold up on our side of the exception.  Mr. [redacted] stated his wife is not the
account holder and would not be able to make any decisions on his account, as
proof in the Better Business complaint she had filed and U.S. Cellular was
unable to respond to her.  Mr. [redacted] is
unsure why Ms. [redacted] can call Customer Service and get a response and send a
Better Business complaint and get denied.  Mr. [redacted] goes on to say he never received a
return package and that is his point. Nor was he advised he had 60 days to
return the equipment. Mr. [redacted] feels he has been treated unfair and will
never be a part of the U.S. Cellular family and will let all his friends and
family know as well.
Please allow me to apologize for all the confusion and frustration
this experience has caused Mr. [redacted]. As we advised previously, we had made an
exception to have Mr. [redacted] return the equipment in order to waive the Early
Termination Fees due to moving outside of our coverage area.  This is not our standard procedure and was an
exception to him. I understand Mr. [redacted] feels we did not hold up on our side
of the exception and for that I humbly apologize. As Mr. [redacted] stated we did
in fact reject Ms. [redacted]’s Better Business complaint and spoke to her over
the phone.  Just to bring clarity Ms.
Stanley was fully authorized on the account to make all changes including
termination fees.  However when the
Better Business complaint was composed the account was already sent out to an
outside agency which means only the account holder has the ability to discuss
the account.  I am disappointed I was unable to provide Mr. [redacted] with the
results he had hoped for. I
appreciate the opportunity to address his concerns. Should Mr. [redacted] have
additional questions, he may contact our Customer Service Department at
([redacted]Sincerely,[redacted] Customer Resolution SupportU.S. Cellular®

Complaint: [redacted]
I am rejecting this response because: These options were not given and the [redacted] service refused anything to be faxed to the bank as requested.  I explained what I needed and was told they do not communicate with the Bank.  All I asked for and was refused is a letter faxed to the bank stating that the Transaction was cancelled.  [redacted] Refused to do so.  " We do not talk to the Bank"  They need to fix the problem with the website.  The total balance all the way through specifically said 197.11 I verified this all the way through, since it had happened once before.  If there system has a flaw that defaults to another previous balance they need to correct it.  I submitted 197.11 and 399.22 was charged.  If they are the ones processing the debit cards they need to follow through not on with their system but the processing company that they use to make sure that the hold is released.  My bank finally called someone and spent 20 minutes just trying to get confirmation that the payment was reversed a simple yes or no.  Finally they said it was reversed and it was not being processed. 
 
Simple resoloution would be to correct there online bill pay or submit suffiecent documentation to the customer to correct Debit Card hold when there is an error.
 
Sincerely,
[redacted] O'leary