US Cellular

Initial Business Response /* (1000, 10, 2014/09/30) */
9/30/2014
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. In Ms. [redacted]'s complaint she states that her bill cycle is for 30 days and that she paid her normal $50 early for the next month on 9/21/2014. She states she did go over her Internet time but that it had been shut off and that we advised her she had to pay about $3 to have the service restored. She explains that it has already been a month and that she should have all of the benefits of her plan including phone use and internet use and that we refused to allow her the service until she paid the $3 on the account. Her desired request is that we restore her service without requiring further payment.
Ms. [redacted] I wish to first express my apologizes to Ms. [redacted] for any confusion that has been caused in regards to her account as I do understand the importance of having service available, especially if you have already paid for it. I would be more than [redacted] to discuss this matter further.
Upon review of Ms. [redacted]'s account she has our No Contract service, often referred to as Prepaid service. Each month Ms. [redacted] is required to pay $50 plus taxes on or before the 26th of the month. As Ms. [redacted] stated, she paid $50 plus taxes early on 9/21/2014. After our customer paid early, she made Directory Assistance Calls which cost additional, resulting in charges for $4. The customer's payment on 9/21/2014 covered these additional charges as she was not yet charged for the monthly service. On 9/25/2014 a supervisor consulted with Ms. [redacted] and adjusted the $4 in charges as a courtesy. After this, the customer still had a positive balance on the account as she had not yet been charged for the monthly services.
Our customer is only provided with 2 gigabytes of data for her plan and she can only exceed and pay overages if she has additional funds available on the account. As our customer paid before the restart date she did have these additional funds, her data was not blocked, and she exceeded the included 2 gigabytes of data for about $50. This data overage used up the funds paid on 9/21/2014. Because there were no longer any funds on the account, when 9/26/2014 occurred the account was suspended as a payment was needed.
On 9/26/2014 Ms. [redacted] contacted us over the phone and we as a courtesy provided a $50 adjustment to cover the data charges, which effectively paid the balance and restored the service. This adjustment covered charges that in reality were valid and should have been paid by Ms. [redacted] as she used more than her allotted data.
Ms. [redacted] I am [redacted] to report that this matter was resolved already with our customer and her desired outcome was provided. In addition her 2 gigabytes of data restarted on 9/26/2014. I would also like to express some information for the future that our customer [redacted] find helpful.
I wish to remind our customer that if she chooses to pay early, that if she participates in activities that can incur extra charges, that her payment will go towards those type of charges first which could result in not enough funds being present on the account to cover for the monthly services. I would encourage that she pay the night before the 26th or on the 26th to help avoid this type if situation. In addition we now offer the option for our No Contract customers to pay online and to establish auto-pay online, which can help provide convince and peace of mind. If Ms. [redacted] wishes to register online, she [redacted] visit our website at www.uscellular-nocontract.com/paynow. Once on our website she will want to click on the Register option.
Thank you for allowing me the opportunity to provide this information to you as I do hope that the explanation will help our customer understand what occurred. In addition I am [redacted] that we were able to have previously worked with our customer on a solution to have the service restored. If Ms. [redacted] should have additional questions she [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

: [redacted]: US Cellular blame you and [redacted]
: BETTER BUSINESS Shabby business practices
:
12-8-2016
To whom it may concern:
Lately I purchased a new ** computer with [redacted]
my old “US cellular” 3g wireless didn't what to work with [redacted] – so I went to [redacted] Electronics our US cellular dealer to see what they had on 11/21/2016. Now I had been using their 2gb plan for about 3 years and it had served me well, I would run over some-times to 3gb a month but never any more than that– so I didn't feel that I had to increase my usage limit. Well he set me up with their “hotspot” and 2gb plan but mentioned that I might need to increase my usage limit because of [redacted].
The hotspots screen turns off after a couple of minutes so you can't monitor your usage without pushing to unlock button on top – so you don't watch your usage all the time. Well I was a more than a bit surprised to see that just reading my e-mails or about 15 minutes of usage the meter read 750 mb. And I watched that after I logged onto a web sight the usage meter would not stop it just keep on running – like a car doing 200miles per hour. My average usually ran about 150 mb a day. In less then two days I used 4gb and I wasn't doing anything special.
Well went back to the store and the same clerk and explained what was happening and he said it seemed a little bit much so he- supposedly- called a US cellular tech, I was there but I didn't talk to the tech. After explaining my problem the tech blamed [redacted] and [redacted] and his solution was to purchase more usage time, go from 2gb to 6gb.-- put the blame on some-one else. I didn't buy more
Well the very next morning I log on and low and behold the usage meter was hardly moving. My 200 mile an hour car was doing only 1 mile per hour – WHY and that day I used only 150mb my average. So how come? When I went on a web site and after it loaded the usage meter would stop --not continue to run like before. Makes you wonder what US cellular turn off to change things.
Also you have to purchase the hotspot for $30.00 you don't know this until after you sign the contract and if after 15 days trial period you take it back you pay another $35.00 restock fee plus $40.00 activation fee – so your out-- $105.00-- just for trying their product and they keep the unit. This isn't a trail period – it's a sucker punch. They want to get you in so far that you'll think about loosing that much money and have nothing to show for it.
I went online and read some of the comments other customers have written and I wonder why some-thing hasn't been done about this company operating practices. But you know what they say about campaign contributions and big business
Thanks for listening
James [redacted]

I am first filing this review and then file complaint with Chicago Revdex.com since USC corporate is in [redacted] We have been USC customers for many years. Since they changed their billing software (which had to have been written by same company as [redacted] every month we have difficulty seeing billing statement and it's gotten worse. Approx. Sept 14 I decided to take advantage of their $140 for 10GB for 4 lines since I had 6 lines and an [redacted] By Friday of same week decided to call [redacted] to add 3 new lines for daughters family and decided to buy 3 new [redacted] 2 lines from daughter family came from [redacted] Looking at notes on conversation with [redacted] found out they did not set us up with the $10 per line and a purchase contract for phones. Received new phones a few days later and decided to upgrade my phone to [redacted] and wanted the purchase contract. As instructed by USC telesales took phones to local corporate office. Spent 3.5 hrs with rep and their computers went down he said. Went back next day at noon, and after waiting 1 hr, spent 4 hrs getting everything setup. AS OF TODAY, 10/27/2014 WE STILL CANNOT SEE STATEMENT, NOR CAN ANY CUSTOMER REP ON THE PHONE NOR IN THE STORE SEE THE STATEMENT. when I login I still see August bill (which was also wrong) and when I logout their system keeps trying to load and unload!!!!!! They said I can make a payment and heaven only knows where that payment would go!!!! They also said we will have 20 days to pay once we receive statement. That means I may get 2 bills in November!!!!

Initial Business Response /* (1000, 10, 2015/04/01) */
April 1st 2015
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: ...

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]'s correspondence. Ms. [redacted] is disputing the bill for an early termination fee because she believes the account owner did not have a contract at the time of cancellation. She is requesting to refund any money that the account owner has paid since December 2014.
Ms.[redacted], I can understand Ms. [redacted] frustration regarding the bill with early termination fee, and we would be glad to go over this account with Ms. [redacted].
We have reviewed Ms. [redacted]'s concerns. I regret that after review that we found that [redacted] has not been authorized on this account by the account owner. Because we value the security of our customers' information, we will require the Account Owner or and Authorized User contact U.S. Cellular(r). They [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience this [redacted] cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

us Cellaur is bs I hade 2 phone not reserving calls or texts I tried calling us cellaur to get it fixed and nothing im tried of them bs me and my boyfriend around and im tired of paying for service that dont work have the time

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

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

Cellular Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]'s complaint regarding the high data usage on his account. Mr. [redacted] states that he has had the phone checked out at our store, at our suggestion, and we found nothing wrong. Mr. [redacted] also states that the phone still used data when the mobile data was turned off. Mr. [redacted] states that he has done everything we have asked and the issue is on our end not his. Mr. [redacted] asks that we let him out of his contract with no Cancellation charges for any of his phones.
Customer satisfaction is and has always been our company's primary goal. I would like to extend a heartfelt apology to Mr. [redacted] for all the frustration he has experienced regarding the data usage on his account. In response to Mr. [redacted]'s concerns, I will be [redacted] to research this matter for him.
Upon review of Mr. [redacted]'s account, I see that we submitted case #XXXXXXX, on September 3, 2015, to research the data usage on Mr. [redacted]'s account. Additionally, I see notes that indicate Mr. [redacted] has called several times over the last few months, regarding the data usage and data limits on the account, and has done everything we suggested trying to resolve this issue.
We have reviewed Mr. [redacted]'s complaint. I have retrieved the data research case and have submitted the usage information for further research. The results can take up to 3 weeks to arrive. Once the results arrive, I will contact Mr. [redacted] to review these results.
In regards to Mr. [redacted]'s request that we release him from the contract with no cancellation fees, I don't see any account notes indicating that Mr. [redacted] has spoken with our Solutions Consultants department. Mr. [redacted] would need to speak with our Solutions Consultants department to determine if there is anything we can do about the cancellation fees. Our Solutions Consultants department can be contacted through Customer Service by dialing 611 on any U.S. Cellular phone, or dialing the number listed below, from 6:00AM until 11:00PM, 7 days a week.
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, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They were supposed to call us friday September 4th with there results of the "investigation ". They did not. We gave them through Tuesday September 8th and still no response. Again I am going to have to call. I will call the "solutions consultant " as said to do. We want out of the contract with cancellation fee waived. This is very frustrating and upsetting. We have been with them for awhile. They again have not done what they have said they are going to do.
Final Business Response /* (4000, 14, 2015/09/09) */
September 9, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted]'s rebuttal which states that he was told we would call him by September 4, 2015 and that he still has not received any calls from us. Mr. [redacted] also states he will call our Solutions Consultants and that he would like to be released from his contract with no cancellation fees.
Thank you for allowing me to address Mr. [redacted]'s concerns.
At this time, I see that we have just received the results from my data research request on the number ending in[redacted] I would like to apologize if Mr. [redacted] was told that we would contact him the day after the original research case was submitted, as this was not possible. Once a case is submitted it goes through a process and takes a minimum of 24 hours to be placed in our queue and would be worked in the order that it was submitted. Cases to research data take a little longer as we have to send the information off to be researched.
Per Mr. [redacted]'s request, I have called and spoke with Mrs. [redacted] regarding the data usage and submitted another data research request on the number ending in [redacted] Mrs. [redacted] and I agreed that I will call her once the results arrive to determine the cause of large sessions of data on the line ending in [redacted] Additionally, I see that Mr. [redacted] still hasn't had a chance to speak with our Solutions Consultants department regarding the contract and cancellation fee.
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

I went to upgrade a phone online. I was unsure on what savings I would get so I was also using the online chat feature for US Cellular. I went through all the steps and ordered a phone which it said would require no money down at payment. The person on the phone informed me that this wasn't true, I'd actually get charged for tax which was fine, it was 41$. I entered a payment for that and then proceeded to wait for an email. I received and email from them stating that my order had been processed everything was fine and my phone would arrive in 2-5 days. At that point I ordered a case and a bluetooth from [redacted](which arrives today). They sent another email to me which now said my order was being held and wouldn't be shipped until I paid a deposit, which I would have to call in about. So I called in to see what this was all about. They told me there was a 25$ deposit for the line (because apparently the discount pricing they have requires me to pay a 25$ deposit to receive), and that the phone would require an additional 225$ deposit. They baited me with their website and then switched my approval to a denial unless I pay them 250$ more right away. When I told them this wasn't acceptable they told me they couldn't help me on this unless I switched to buying a different phone. The whole process is horrible, I told them to cancel the order and am currently looking into other carriers. It appears a lot of them will even pay my early termination fee for me. I would not recommend US Cellular to anyone if this is how they treat their customers.

12/31/15
Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted]Customer’s Name: RONALD [redacted]U.S. Cellular Account Number: [redacted]
Thank you for contacting U.S. Cellular in reference to the above account.
I have received Mr. [redacted]’s rebuttal. I understand that Mr. [redacted] is advising that on the date this line was activated that upgrades were performed on the account.
I will be happy to assist further. We always want to make sure that we are providing the appropriate attention to situations of this nature for our customers and addressing their needs accordingly.
While my understanding is that Mr. [redacted] has advised this was a mistake during the activation of the new equipment. It is very important for any bill discrepancies be reported immediately. The U.S. Cellular® terms of service agreement includes the following information regarding billing disputes:
YOU MAY SEEK A CREDIT OR REFUND FOR ERRORS IN BILLING FOR UP TO 180 DAYS (OR AS OTHERWISE PROVIDED BY CA LAW FORCA CUSTOMERS) AFTER ISSUANCE TO YOU OF THE BILL ON WHICH THE ERROR IS CONTAINED BY CONTACTING U.S. CELLULAR ASPROVIDED ON YOUR BILL. YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL AND TO BRING, OR PARTICIPATE IN, ANY LEGALACTION RAISING SUCH DISPUTE IF YOU FAIL TO DISPUTE THE CHARGE ON YOUR BILL WITHIN 180 DAYS (OR AS OTHERWISE PROVIDED BYCA LAW FOR CA CUSTOMERS) AFTER THE ISSUANCE OF THE BILL. WE MAY ALSO BACK BILL YOU FOR ANY ERROR THAT RESULTS IN ANUNDERBILLING TO YOU WITHIN 180 DAYS OF THE ISSUANCE OF THE BILL THAT SHOULD HAVE REFLECTED THE UNDERBILLED CHARGE.
Based on the Terms of Service agreement Mr. [redacted] agreed to, I am willing to credit back 6 months of service charges as we will certainly uphold our agreement. This credit amounts to $40.00/month for the line charges + $6.99/month for Device Protection + taxes and federal fees. The total adjustment issued on the account is $297.59, including taxes and federal fees. The new balance on Mr. [redacted]’s account is $139.26  Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at (888)944-9400. 
Sincerely,
Chris H.Customer Resolution SupportU.S. Cellular®
Tell us why here...

Initial Business Response /* (1000, 11, 2014/06/10) */
June 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: ...

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the complaint listed above received June 10, 2014. As a member of U.S. Cellular's Customer Resolution Support Team, I am responding to the complaint filed by Mr. [redacted].
Mr. [redacted] stated he wanted to call his wife while she was traveling overseas and was unable to do so. Mr. [redacted] is now requesting to receive his $19.02 he applied to his account, in order to contact his wife, because we were unable to provide him the service he requested. Also, Mr. [redacted] is also requesting one month of free prepaid service for the time spent with no results.
Ms.[redacted] I would like to extend a heartfelt apology for all the frustration Mr. [redacted] experienced when trying to dial internationally. I understand that his phone is a vital connection to his wife and can certainly appreciate how upsetting it is when an unexpected error occurs.
Ms.[redacted] I am unsure why Mr. [redacted] was unable to use his device to call his wife overseas. The only thing that would have been required is to have the necessary funds on the account. Mr. [redacted] paid the $19.02, therefore; should have been able to call overseas. After reviewing his account, I am unclear if Mr. [redacted] was calling another U.S. Cellular device or a landline overseas? The reason I ask is if Mr. [redacted] is trying to call his wife on another U.S. Cellular device overseas, he would not have been able to do so, because she would have had to set up her device and plan to travel international.
Ms.[redacted] I am [redacted] to say on June 4, 2014, Mr. [redacted] was able to speak to our Customer Service Department and as a courtesy we have requested a refund for $19.02. Please advise Mr. [redacted] the refund will take 3-10 business days to reflect back to his credit card.
Ms.[redacted] I understand that Mr. [redacted] is disappointed and I can certainly understand the convenience of dialing straight from his device and the time he spent over the phone. I regret to inform Mr. [redacted] I am unable to honor his request to apply the one month of free prepaid service for his time, as his time is valuable and this would not be enough to cover the lost time he missed with his wife.
Although my research did not produce the outcome Mr. [redacted] had hoped for, I would like to take this opportunity to thank Mr. [redacted] for his past two years of service with U.S. Cellular(r) and I appreciate the opportunity to address her concerns. 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 Consumer Rebuttal /* (3000, 13, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called US Cellular about being able to call my wife in Aruba, not oversees, there was no mention of having to set up my wifes phone also. Why would they think she would have a landline? During my over three hours on the phone trying to reach her, I gave them her number[redacted] to one of the agents and he tried to call her w/o success. I still do not understand why her phone needed to be setup for oversees calling. She was not going to be calling, I was going to be calling her and I paid to do that. Do they charge both phones for the call?
I do not feel US Cellular has given a acceptable response. Thier agents had no idea how to solve the problem, not even their supervisors and their tect supports. Are they now going to get some training? There is no way I can reach my wife to set her phone up and I am not sure it would work if I could. She will be gone two weeks with no contact. I do not feel US Cellular should get by with a simple apology.
Final Business Response /* (4000, 19, 2014/06/30) */
June 30, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted] W [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 the rebuttal from Mr. [redacted] stating that U.S. Cellular has not resolved anything. Mr. [redacted] states that the previous response from U.S. Cellular said that the problem was that his wife's phone needed to be set up for international calling. Mr. [redacted] says that U.S. Cellular is inconsistent in letting him know what the problem is or was. Mr. [redacted] goes on to say that U.S. Cellular is now saying that we called Mr. [redacted] on June 18, 2014 but could not troubleshoot because his wife was back in the U.S. Mr. [redacted] is requesting that this matter be resolved so that he will not have to go through this again.
Ms.[redacted] I would like to first take a moment and apologize for the frustration Mr. [redacted] experienced while attempting to reach his wife while she was outside of the U.S. as well as resolving this matter. We understand the importance of having a reliable connection to family, especially when traveling and appreciate the concern that was caused by Mr. [redacted] when he was not able to reach his wife. I appreciate the opportunity Mr. [redacted] has given us to further research his account and address this matter as well as provide additional information that [redacted] be helpful.
U.S. Cellular supports the option to call internationally to other countries from the U.S. U.S. Cellular also has roaming agreements with carriers in some countries for our customers to be able to use their phone on their network as we do not have towers in that country. Due to compatibilities, there are some countries or carriers that require the information from the phone to be sent up to one week prior to our customer arriving in the area for the phone to work properly. It is this reason that we ask our customers to contact our Roamer Support one week prior to travel to ensure that the phone will work where they will be traveling.
Our records show that on June 18, 2014 we contacted Mr. [redacted] about calling Aruba. When we contacted Mr. [redacted] about this matter we were advised at that time that Mr. [redacted]'s wife was back in the U.S. and that he no longer needed to call Aruba. In regards to troubleshooting the issue further, now that Mr. [redacted]'s wife is no longer outside the U.S, we can only troubleshoot an issue as it is happening. Therefore since the issue is not currently happening we cannot duplicate the problem to see what is causing the call to Mr. [redacted]'s wife to not be completed. I recommend that the next time Mr. [redacted]'s wife plans on traveling outside of the country, if she will be taking another U.S. Cellular phone, that she contact our roamer support at XXX-XXX-XXXX for assistance to ensure there minimal issues while traveling. Please also note that when traveling U.S. Cellular does not own the towers in the area and therefore cannot guarantee services.
I recognize that Mr. [redacted] stated that he paid an additional charge for international dialing to be able to contact his wife while she was traveling outside of the U.S. This fee is to cover international calling on our prepaid or no contract plans. Due to not being able to use this service this fee was refunded to Mr. [redacted]. While reviewing Mr. [redacted]'s account and the previous correspondences I noticed that there was a point that the Mr. [redacted]'s contact to his wife went directly to voicemail. This would indicate that the phone either did not receive the call or was powered off. In a previous correspondence Mr. [redacted] had also provided his wife's number to which we do not have authorization to discuss the account with him. It is this reason I cannot access it for more information as to why the services [redacted] or [redacted] not have worked while his wife was traveling outside of the U.S. Mr. [redacted] does have a prepaid or no contract plan. If Mr. [redacted]'s wife has a plan that is a prepaid or no contract plan she would not have been able to use her phone while traveling outside of the U.S. At this time our prepaid or no contract plans are not supported by the international roaming option. More information about our international services can always be found online or by contacting our Customer Service Department. If Mr. [redacted]'s wife has a regular plan and receives a monthly bill there is other troubleshooting that would need to be done to find out why the calls were not able to be received. Again, now that Mr. [redacted]'s wife is back in the U.S. there is no way for us to duplicate the error to know what was causing this problem. I am truly sorry for the frustration this situation has caused.
I have reviewed Mr. [redacted]'s complaint. With Mr. [redacted]'s wife no longer traveling outside of the U.S. there is no way for U.S. Cellular to troubleshoot the issue further to see what was causing the calls to not be completed. I have provided all of the general information I can in regards to this matter. I have also provided information of steps that should be taken to ensure that services are able to be used for future reference should Mr. [redacted]'s travel outside the U.S. Mr. [redacted] has received a refund for the international calling services that were not used. There is no additional information to be provided at this time.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. I regret that we [redacted] have fallen short of this for Mr. [redacted]. We truly value and appreciate Mr. [redacted]'s time and business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Mr. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 17, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not resolved anything. The previous response said that the problem was that my wifes phone had to be setup for international calling. They are totally inconsistant in telling me what the problem was. Now they are saying they called on the 18th but could not troubleshot because my wife was back in the U S. I want the issue resolved so I will not have to go through this again.

Initial Business Response /* (1000, 10, 2014/10/14) */
October 14, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number:
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 states that he purchased two phones after reading the advertisement that we would pay off his contracts from current provider. Mr. [redacted] stated he received a bill for $632.00 on September 9th, 2014 and asked for his refund. The customer advises that he notified us that his bill from his previous provider was due and we did not pay it.
Ms.[redacted] we appreciate that Mr. [redacted] chose US Cellular as his provider. We apologize for any confusion that Mr. [redacted] has regarding the contract pay-off promotion and would be [redacted] to review the process with him.
Ms.[redacted] currently US Cellular does have a promotion for new customers that offer a contract payoff from their previous provider. In order to qualify for the promotion it is required that the customer port in their phone number from the current provider, purchase a new smartphone or tablet through a Retail Installment Contract on a Shared Connect Plan. Once this is done the customer must then submit a final bill reflecting an Early Termination Fee charged to them within 60-day of the activation date with US Cellular. The customer will then be reimbursed for the Early Termination Fee's up to $350.00. The reimbursement will be in the form of a US Cellular MasterCard Debit Card. The pre-paid cards will be received within 12-14 weeks of submission.
Ms.[redacted] after reviewing Mr. [redacted]'s account I see that he did qualify for the promotion and followed the step necessary to have his Early Termination Fees paid. Ms.[redacted] I show that Mr. [redacted] started his process with by registering online first. After Mr. [redacted] online registration he then sent in his bill from his previous provider that reflected his Early Termination Fees and his submission is currently processing. The manager of the store location where he purchased his phones would not be involved with this process or be responsible for payment towards the customer's previous bill or the reimbursement to the customer. This is done through the process outlined above. US Cellular does not directly pay the previous carrier. We apologize if the time frame and process was not fully explained to Mr. [redacted]. This information and the steps needed to have this reimbursement was outlined in full detail on the website in which Mr. [redacted] initially registered when he started the process and we see that Mr. [redacted] did send in his final bill to the correct address of U.S. Cellular(r) Contract Payoff Program XXXX-XX PO Box XXXXXX El Paso, TX XXXXX-XXXX. His documentation was received on September 18th, 2014. Ms.[redacted] I would like to clarify that US Cellular will not reimburse Mr. [redacted] for the full amount of his final bill and that he will only be reimbursed for the two $290.00 Early Termination Fees. At this time everything is in order and Mr. [redacted] should be receiving his two $290.00 pre-paid MasterCard Debit Cards within the next six to eight weeks.
Ms.[redacted] the customer's desired resolution was to have an immediate refund of $632.00 and to refrain from selling phones. Mr. [redacted] will receive reimbursement for his Early Termination Fees totaling $580.00 within the next six to eight weeks. The expectation that this process takes 12-14 weeks was set when Mr. [redacted] filled out his online submission and will not be immediate. This is the same time frame that is set for all customers that take advantage of this promotion. Mr. [redacted] is able to check on the status of his reimbursement on the US Cellular Website by clicking on the work Rebate located in top right corner of the home page or by contacting the Rebate Center directly at X-XXX-XXX-XXXX. Ms.[redacted] we truly apologize to Mr. [redacted] for any frustration this matter has caused him and would like to assure him that he was not sold a phone under any false pretenses.
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, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
first of all I was simply told to do business with us cellular and they would take care of any verizion billling which they did not do, nor did they intend to per there response..at no time did uscellular or there agents explain to me that I would get a partial payment in return for my business or I would not have switched vendors!!my agreement with agents was a refund for money spent with [redacted] for $632.00...per agent at uscellular..I was given no date for reimbursement.....having had had caterac eye surgery
Final Business Response /* (4000, 14, 2014/10/18) */
October 17th, 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:[redacted]
Dear Ms.[redacted],
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted] complaint in which he states that he purchased two phones after reading the advertisement that we would pay off his contracts from his previous provider. Mr. [redacted] stated he received a bill for $632.00 on September 9th, 2014 and asked for his refund. Mr. [redacted] advises that he notified us that his bill from his previous provider was due and we did not pay it.
Ms.[redacted], we appreciate that Mr. [redacted] chose U.S. Cellular as his wireless provider. We appreciate the opportunity to work with Mr. [redacted], and genuinely apologize about any inconveniences that this has caused him.
Ms.[redacted], U.S. Cellular is currently running a promotion where we pay of the early disconnection fees from other providers. In order to qualify for the promotion it is required that you port in your services from the other provider, and purchase a new smartphone or tablet through a retail installment contract on a Shared Connect Plan. After starting services, then a final bill needs to be submitted to reflect the early termination fee. The customer then needs to register with My Account within two weeks of starting services to ensure the requirements are met for the promotion. Once everything is submitted, the process to receive the rebate takes up to 12-14 weeks to complete.
Ms.[redacted], after reviewing Mr. [redacted]'s account, I he did qualify for the promotion and followed the steps needed to receive the rebate. After reviewing information regards his rebate, I see Mr. [redacted] is currently in the process of his rebates. One is currently in step five of six, which is processing and finalizing the rebate before sending it out. The amount for the rebate is currently showing $290.00, which is one of the early termination fees applied from his previous carrier. The second rebate, which is currently on step one of six, still has a little bit to go and should take about 6-8 weeks to complete. The store manager of where Mr. [redacted] purchased his phones would not be involved with this process, or be responsible for the payments towards the customer's previous bill or reimbursement.
Ms.[redacted], we are sympathetic towards Mr. [redacted]'s situation, and we genuinely apologize about any inconveniences; we respectfully request that this matter be closed as no new information has been provided by Mr. [redacted]. He is being reimbursed for his early termination fees as outlined on our website. The expectation on the timeframe to receive the rebates is set for all customers that take advantage of the promotion. Mr. [redacted] is able to check on the status of his reimbursements by visiting our website at [redacted] or he can contact our Rebate Center directly at X-XXX-XXX-XXXX.
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, 2014/02/27) */
February 27, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint regarding his bill dues dates. Mr. [redacted] states that U.S. Cellular changed is due date without his permission. Mr. [redacted] also says that his bills are higher, the bills come more frequent, and he feels that he has overpaid for services. Mr. [redacted] says that the online My Account always says that he owes over 500.00 and that his account is past due. Mr. [redacted] says that U.S. Cellular gave him a $50.00 Goodwill credit, but that is not enough. Mr. [redacted] is requesting that U.S. Cellular changes his due date back to the 27th of each month and provide a credit in the amount of $230.00 to his account.
Mr. [redacted] has been active with this particular account since September of 2012. I know that Mr. [redacted] has come to expect superior customer service from U.S. Cellular. I certainly understand how frustrating these billing issues are for Mr. [redacted] because he says that he was used to paying his billing statement by the 27th of each month. I will be [redacted] to review Mr. [redacted]'s account to address how the billing issues have impacted his account.
I have reviewed Mr. [redacted]'s account and I noticed that his billing cycle starts on the 18th of each month and ends on the 17th of the following month. Prior to our billing system transition, Mr. [redacted]'s due date was on the 7th or the 8th of each month. I noticed that Mr. [redacted] did have two billing statements in one month, which occurred in September 2013 and January 2014. Two billing statements were produced in these same months due to delayed billing on Mr. [redacted]'s account because there was no billing statements produced in the months of August 2013 or December 2013. Mr. [redacted]'s due dates have slightly changed from the 7th/8th of the month and have been pushed out to approx. the 12th of each month. This has occurred because there are still some instances of delayed billing occurring. I want Mr. [redacted] to know that we have been continuously working to resolve our billing issues. I sincerely apologize for how long this process is taking to be resolved and for any inconveniences that we [redacted] have caused Mr. [redacted] and his family.
Mr. [redacted]'s account is current and not past due. I failed to find any overpayments on Mr. [redacted]'s account. Mr. [redacted]'s billing statement dated February 21, 2013 was produced with a balance of $244.26 due by March 13, 2014. The February 21, 2014 billing statement indicates that there is a past due balance because Mr. [redacted]'s payment for the previous billing statement dated January 21, 2014 was not receive until February 24, 2014. The January 21, 2014 billing statement was due by February 10, 2014 and the billing cycle started over on February 18, 2014. When payments are received after the start of the next billing cycle, the next bill will show a past due balance even if the bill dated is after the payment received date.
Mr. [redacted] will be able to log into his online My Account and see that his current balance is $191.50 and is due by March 13, 2013. Mr. [redacted]'s next billing statement will go into processing after March 18, 2014 and will be due in April. We will be [redacted] to change Mr. [redacted]'s billing cycle so that Mr. [redacted] will have a different due date. In order for us to make a change to the billing cycle, Mr. [redacted] should contact our Customer Service Department by dialing XXX-XXX-XXXX from any phone. We will be [redacted] to review all available billing cycles and due dates with Mr. [redacted].
I truly regret that Mr. [redacted] feels that we have not provided the level of customer service that he deserves, and that he is thinking about ending his service with us. We would greatly appreciate the opportunity to make things right with Mr. [redacted] so that he [redacted] remain a loyal member of our U.S. Cellular family. I see that we did grant a courtesy credit in the amount of $50.00 to Mr. [redacted]'s current billing statement dated February 21, 2014. I do not see any overpayments or billing errors on the account that would justify an additional credit of $230.00. I am not able to grant Mr. [redacted]'s request for this additional credit at this time. I truly hope the information I have provided is helpful.
Ms.[redacted] thank you for your time and the opportunity to address Mr. [redacted]'s concerns. If Mr. [redacted] has additional questions or concerns, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

I have been with U.S Cellular for year's and never had any issue's with service and customer service! Every time I have contacted customer service they have been very nice and helpful and tried hard to resolve my issue's.

January 15, 2017
 
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
                                       
Re: Complaint Number: 11922907
Customer’s Name: Jennifer Kilby
U.S. Cellular Account Number: 851628037
 
Thank you for contacting U.S. Cellular in reference to the above account.  I am receipt of Ms. Kilby’s rebuttal in which she states she has provided the contract buy out information several times and has requested that her payment date be switched.  Ms. Kilby requests that these items be handled. 
 
We would be happy to change the billing date of Ms. Kilby’s account.  We are truly apologetic that a due date change has not been processed sooner.  Our records indicate Ms. Kilby has been working closely with our Financial Services Department in order to make payment arrangements.  To make a change to the billing cycle, which will change the due date, a member of our Customer Service Department will need to speak directly with Ms. Kilby.  
 
Please know it was not our intention to make it seem as if Ms. Kilby was receiving a “favor” when we waived the $25 restore from suspension fee.  We can see a pattern of monthly payment arrangements and we are truly sorry if one of the arrangements was not properly set up and notated in our system. 
 
We apologize for any confusion regarding the contract pay off process.  Any contract buy out fees are paid directly to the customer and not the former service provider.  We understand Ms. Kilby states she was told there was “nothing further” she needed to do by her sales associate after she set up her account with U.S. Cellular.  However, our records indicate we spoke with Ms. Kilby about the rebate process on April 20, 2016, July 2, 2016, July 10, 2016, July 19, 2016 and July 22, 2016.  Our rebate center needed to receive the traded-in device and an uploaded or mailed in final bill from AT&T by July 11, 2016.  Unfortunately this was not received and we are unable to process a rebate to cover the contract buy out charges Ms. Kilby received from AT&T.  If Ms. Kilby would like to speak directly with our rebate center, she may call them at 800-979-8447.  They are available Monday-Friday from 7am-7pm Central Time.
 
Should Ms. Kilby have additional questions, she may contact our Customer Service Department at (888)944-9400.
 
Sincerely,
 
 
Amy C.
Customer Service Support Team
U.S. Cellular
Tell us why here...

Initial Business Response /* (1000, 10, 2014/04/09) */
April 9, 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:...


Dear Ms. [redacted],
Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. [redacted]'s correspondence. In her correspondence Ms. [redacted] states that she cancelled her U.S. Cellular service In January of 2014. She states that she then received a statement showing that she had paid $56.78, and that she was due a credit of that amount minus approximately $9.00. Ms. [redacted] states that she called U.S. Cellular and was assured that she would receive the refund. However she states she received another statement reflecting the credit, and did not receive the refund. Ms. [redacted] also stated that she cancelled her service due to billing issues the last six months. She is requesting a full refund.
We have reviewed Ms. [redacted]'s 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 [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we [redacted] proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had paid $56.78 and received a credit statement of $47.62. Yesterday I received a check for the $47.62. The total check I should be receiving is the $56.78 that I paid. They shorted the check by $9.16. So as of right now they still owe me the $9.16.
Final Business Response /* (4000, 14, 2014/04/11) */
April 11, 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: 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]'s correspondence. Ms. [redacted] stated that she received a refund check from us for $47.62 when she was expecting to receive $56.78. She requests to receive the additional $9.16 that she was expecting.
We have reviewed Ms. [redacted]'s 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 [redacted] do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or 611 from their U.S. Cellular phone. We apologize for any inconvenience we [redacted] have caused and look forward to receiving the needed verification so that we [redacted] proceed in researching this matter.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2015/03/05) */
March 5, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

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 in which she describes the cancellation and re-establishment of her US Cellular(r) account. Ms. [redacted] says that she contacted us on November 28, 2014 regarding her bill of $1,072.06. She says she called US Cellular to explain that she did not have that much money, and was directed to the Financial Services Department to set up a payment arrangement. Financial Services informed her that her only option was to extend her due date by 1 week. Although she did not have the money to pay, she agreed to the payment arrangement; her service was disconnected.
Next, Ms. [redacted] states she visited a US Cellular retail store on Wednesday, March 4, 2015 to find out how to get her phones turned back on. She says the agent was able to call and get the exact balance owed on her account. Once she paid the balance of $1515.05, her service would be restored.
Ms. [redacted] stated that after she called the next day and made the payment, she was informed of a 1-3 day waiting period to restore service. She states that she was informed that she would have to sign a new contract due to the amount of time that had passed [redacted] her service was cancelled. She says that she chose to keep her former plan, and was advised by Customer Service that she would be contacted after 1-3 days when her service was restored.
Ms. [redacted] states that she waited 5 days. She then called Customer Service on Tuesday, March 4, 2015.
She says that the associate informed her of a change in the order which required her to pay for her phones as well. Ms. [redacted] feels we should keep our word and turn on her phones. She wants us to honor our agreement to restore her service and bill her separately for her phones.
Ms.[redacted], I absolutely understand Ms. [redacted]'s frustration with this situation. I am [redacted] to review her account and provide clarification. Ms. [redacted]'s account was suspended for non-payment on January 3, 2015 due to a broken payment arrangement. We did not receive any correspondence or payment from Ms. [redacted], which resulted in her account being canceled on February 12th.
On February 24th, Ms. [redacted] visited our retail store and spoke with an agent who teamed up with our Financial Services department to provide Ms. [redacted] with her true balance. Ms. [redacted] called the Financial Services Department the following day, February 25th, and paid her balance of $1515.05 in full. The associate started a case to re-establish service for Ms. [redacted] and sent her to Customer Service to choose a plan. During this conversation with Customer Service, Ms. [redacted] inquired about her Retail Installment Contracts. The associate informed her that she would have to pay off the Retail Installment Contracts in full before her services could be restored. She was advised that she would see that charges for these Retail Installment Contracts on her following bill.
We have reviewed Ms.[redacted]'s complaint. The request to re-establish her account was denied by Financial Services due to the remaining Retail Installment Contract balances. Once this balance of $2580.12 is paid, we will be able to resume services for Ms.[redacted]. This additional balance was included in the charges presented to Ms. [redacted] because they had not yet been billed to her account.
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, 21, 2015/04/07) */
What was the resolution? Will anyone be calling me or emailing me to answer my questions. I don't understand why the case was closed. I never received a response to my questions. I didn't get an answer to what I thought was a good resolution. What do I do now?
Final Consumer Response /* (4200, 25, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What they have stated is not true. I was told that when I paid the 1515.05 my services would be restored within 3 days. I waited 5 days because it was the weekend. I called to find out why service had not been restored, that is when they said I would have to pay more money. I want to be able to make payments on the phones while I'm Using them like I was told I could in the beginning.
Final Business Response /* (4000, 27, 2015/04/17) */
April 16, 2015
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 Ms. [redacted]'s rebuttal to our latest response. It is my understanding that she feels what we have told her is untrue. She believed that she was only to pay the $1515.05, and her services would be restored within 3 days' time. Ms. [redacted] states that she waited through the weekend for a total of 5 days. Upon reaching us, she states that she was informed of the additional money due to restore her service. Ms. [redacted] feels that she should be able to make payments for her phones while using them.
We understand Ms. [redacted]'s dilemma and are sympathetic to her situation. I am [redacted] to further clarify the situation for her.
As stated previously, on February 24th, Ms. [redacted] visited our retail store and spoke with an agent who teamed up with our Financial Services department to provide Ms. [redacted] with her true balance. Ms. [redacted] called the Financial Services Department the following day, February 25th, and paid her balance of $1515.05 in full. The associate started a case to re-establish service for Ms. [redacted] and sent her to Customer Service to choose a plan. During this conversation with Customer Service, Ms. [redacted] inquired about her Retail Installment Contracts. The associate informed her that she would have to pay off the Retail Installment Contracts in full before her services could be restored. She was advised that she would see that charges for these Retail Installment Contracts on her following bill.
Ms. [redacted] refer to the fine print on her Retail Installment Contract under the heading WIRELESS SERVICE where it states:
"If you purchase a handset device, you are required to maintain Wireless Service during the term of this Contract."
Next, she [redacted] look under the heading DEFAULT where it states:
"You will be in default if you, (a) fail to make any payment when required."
"If you are in default, to the extent permitted by applicable law, we [redacted] require you to pay immediately the entire unpaid Amount Financed as well as our collection costs, attorneys' fees and court costs related to enforcing your obligations under this Contract."
Ms.[redacted], we have reviewed Ms. [redacted]'s complaint. The terms and conditions of the contract are very clear. Due to her account not only being suspended, but cancelled for nonpayment, the entire remaining balance of her financed handsets is now due. Once this issue is resolved, we will be [redacted] to restore her services.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.

Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/02/12) */
February 12, 2014,
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite [redacted]
Chicago, IL XXXXX

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

U.S. Cellular Account Number:...

XXXXXXXXX
Ms. [redacted]
Thank you for contacting U.S. Cellular�® in reference to the above account. I am in receipt of [redacted]'s complaint regarding the cancellation of her service. I understand Ms. [redacted] had a hard time trying to cancel her service and is requesting she be credited for the extra days she had to keep service further when she wanted to cancel. I would be more than [redacted] to provide some information [redacted] will find helpful.
Ms. [redacted], I regret to hear that [redacted] has chosen to terminate her service. Here at U.S. Cellular�® we strive to provide the world's best Customer Service. It is never our intent to see customer's displeased with the services or customer experience we offer. Ms. [redacted], I noticed Ms. [redacted] called on 2/10/2014 in order to cancel the account. We could not verify Ms. [redacted] due to her account being protected by a password [redacted] she could not provide. We strive to keep our customer's accounts protected and secure. Therefore, there is a level of security we must uphold. We have our customer's set up passwords, pin numbers, or security questions to access their account. When calling in if these security options cannot be answered we must have the person calling in go into a store location with government issued photo I.D. in order to verify themselves and update any security information.
I see we spoke with Ms. [redacted] again on (2/10/14) and were able to verify her through an alternative method. The account was cancelled the same day on 2/10/14. There is now a credit balance of $176.52 on Ms. [redacted] account. Once a final bill prints and is received, Ms. [redacted] call in to request the credit be returned in the form of the last payment made on the account. At this time, there is no additional credit that we will be applying to the account since we cancelled the service the same day Ms. [redacted] called. Although, Ms. [redacted] has decided to end her service, we would like to thank her for the time she allowed us to be her wireless provider. We wish her the best going forward.
We truly apologize for any inconvenience this has caused. I appreciate the opportunity to have addressed Ms. [redacted] concerns. Should she have additional questions, she can contact Customer Service from 6:00am until 11:00pm Central Standard Time at XXX-XXX-XXXX or by dialing 611 a free call from a U.S. Cellular�® phone. We are always here to help. Thank you and have a great day.
Sincerely,
[redacted] T
Customer Resolutions Support
U.S. Cellular�®
Final Consumer Response /* (4200, 16, 2014/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response shows the continued lack of customer service US Cellular practices. It's hard to have a record of me calling when as soon as you tell the customer disservice representative that you need to close an account suddenly you are placed on hold for over an hour. I don't know if this is a company policy or individuals playing this game. A utility company can not refuse a customer from discontinuing service.
Final Business Response /* (4000, 18, 2014/02/19) */
February 19, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite [redacted]
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 Ms. [redacted]' rebuttal in which she states that U.S. Cellular is continuing to provide a lack of customer service. She continues by stating that there would not be any documentation on an account when she was immediately placed on hold for more than an hour when she informed the representative that she would like to cancel her account. She states that she does not know if this is a company policy, or if it is an individual playing a game. Ms. [redacted] states that a company cannot refuse a customer their request to cancel their services.
Ms. [redacted], I regret to hear that Ms. [redacted] has felt as if the information provided in our previous correspondences were unsatisfactory. I appreciate her feedback regarding these interactions, as we do endeavor to provide the best customer experience. I am [redacted] to further address Ms. [redacted]' concerns.
In a thorough review of both Ms. [redacted]' account, and the previous communications within this complaint, I would like to report that all information provided has been accurate for the situation. When our customer service representatives receive a call from a customer requesting to cancel their account, they are required to access the account and perform security verification before connecting the customer to our Customer Relations Department who handles cancellation requests. Had Ms. [redacted] called prior to February 10, 2014 to cancel her account, documentation would be mandatory. As we have mentioned previously, there is nothing on her account to show that she attempted to cancel her account prior to February 10, 2014. Once her account information was protected by her verification, she was connected with the Customer Relations team, and her account cancelled immediately. There were no additional days involved, as this all occurred on February 10, 2014.
Although all charges on the account are valid, I have issued a courtesy adjustment to the account. Ms. [redacted] previously stated that February 10, 2014 was the third day that she had attempted cancellation, so the courtesy adjustment issued was in the amount of $3.33 for other the two days requested. Due to the already existing credit balance on her account, the account now reflects a credit balance of $180.24. At this time, we request that this complaint be closed. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted] P
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/03/21) */
March 21, 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 My Account not accurately displaying data usage for her family. She has waited for quite some time for My Account to work and is also unhappy about customer service received from U.S. Cellular. Her desired resolution is to cancel her service agreement without paying any overages or early termination fees.
I can certainly understand Ms. [redacted]'s dissatisfaction with our My Account website. I know the convenience of online access and I realize how frustrating it is to experience problems when using My Account. We strive to provide our customers with easy access website providing information needed quickly and efficiently, and I realize we failed to meet Ms. [redacted]'s expectations in this matter. I also would like to apologize for the poor customer service Ms. [redacted] mentioned in her complaint. Customer service is our number one priority - and I hope we can get back to providing her with "World's Best" customer service she's come to expect from U.S. Cellular. I'll be more than [redacted] to review her account and provide information she [redacted] find helpful.
I wanted to ensure Ms. [redacted] that we are doing everything we can to get our My Account website to be effective and properly. We have escalated your issue with not being able to view data amounts through My Account to our Support team and we are working diligently to fix this issue. Your ticket referencing this occurrence is # XXXXXXX. I apologize for this inconvenience; however we are working on resolving this issue.
Until this specific issue with My Account is resolved, I would like to encourage Ms. [redacted] that there are other ways to monitor data other than using our website. Several apps are available for download through either the Apple Store or Google Store which will track and monitor data. The Samsung and Apple devices also have a built in tracker which will allow you to set your bill cycle period dates as well as show exactly how much data is accumulating monthly. Our customer service team will be able to assist Ms. [redacted] on how to set these up, or she can visit our retail locations as well. Also, Ms. [redacted] can contact us directly to inquire on data usage for the month, if there is a concern about possible data overages.
In closing, we are unable to grant Ms. [redacted]'s desired resolution to not charge an early termination fees should she desire to cancel her service agreement. Although we do realize the inconvenience of not having online access to monitor data, Ms. [redacted] has not had any service related issues or interruptions of service resulting from My Account access. We continue to value her partnership with U.S. Cellular for many years and hope we can continue to provide her with products and services which meet her needs.
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, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am tired of dealing with the constant issues that US Cellular has created with their poor upgrades. Their failure to upgrade their system on line is unsatisfactory. I check that website frequently to check on data usage and call usage. My data usage always says there isn't any usage. You have had almost a year to get your system upgraded and I am not [redacted] with the way you have handled your customer service. In return I want out of our contract and I will send you your phones back.
Final Business Response /* (4000, 18, 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. I am in receipt of Ms. [redacted]'s rebuttal where she explains that we are responsible for our website and the content in it regardless if it is a given as a courtesy or not. Ms. [redacted] explained that this is the 2nd complaint that she has filed this month and he feels that we have no intention of resolving the issue for her. She is again asking to be released from her contracts with no fees. Ms. [redacted] also stated that she will not download any applications due to fearing she will go over her data usage. She explained that she was told that the iPhone doesn't go to Wi-Fi as it should so she called another wireless and they explained that they have never heard of the problem.
Ms.[redacted] I realize that providing Ms. [redacted] the option of viewing her data usage online is very important to her. I again regret that she is having problems viewing her usage and that it has taken so long to resolve it.
As we have previously explained, using the My Account to view data usage is one of many ways to get her usage. I assure you Ms.[redacted] that resolving this issue for Ms. [redacted] is a top priority. We have a ticket opened so that the department that manages our website can investigate further. As it turns out I cannot provide a date that Ms. [redacted] can expect to see her data usage. In the meantime, I do not want Ms. [redacted] to fear using her data but rather use another method to manage her usage. In fact as we previously discussed a quicker way to check data usage is by checking her usage from the cell phone. For the 2 Android phones she can go into the settings and check the data usage option. While in that data usage option the phone will show the time period the usage was calculated for and it will show which applications are using the most data from the phone. Mr. [redacted] will want to make sure the data usage begins to calculate the same day her billing cycle begins which is the 22nd every month. In addition to checking her usage from her cell phone she can also contact our Customer Service Department and we would be [redacted] to let her know where she is at with her data usage. She can also download different applications to monitor her data usage.
Ms. [redacted] explained that she was advised the iPhone had problems connecting to Wi-Fi and I am not aware of the iPhone experiencing this problem and if we have explained otherwise please accept my apologies. The representative [redacted] have experienced someone else having problems with their Wi-Fi however that does not mean everyone is having that same problem. I regret any confusion we caused in our explanation. If Ms. [redacted] is having problems with her iPhone connecting to Wi-Fi we would be [redacted] to address that issue with her by contacting our Customer Service Department at the number listed below. Wi-Fi is another great tool to use to avoid having to monitor the data usage on her plan altogether. By using Wi-Fi on the phones this will bypass [redacted] data in her plan entirely. I recommend turning off her data usage while on Wi-Fi to bring her peace of mind that the data that is being used is strictly Wi-Fi usage.
Ms.[redacted] I am very disappointed that Ms. [redacted] wants to cancel her service due to not having access to view her data usage online. While we are working to resolve this we are committed to do whatever we can to keep her business. Ms. [redacted] mentioned that she has filed another complaint with the Revdex.com regarding minute overage that she had on her bill and after reviewing Ms. [redacted]'s account I see that we resolved her previous complaint satisfactory by crediting her for the minute overages in full due to her not receiving the overage alert on her account. We provided a credit to Ms. [redacted]'s account for her minute overage due to not receiving the overage alert however she still had access to view her minute usage online. I hope that Ms. [redacted] realizes that by applying this credit to her account that we are very much interested in keeping her business.
Ms.[redacted] there are so many different resources that we can help Ms. [redacted] use to check and monitor her data usage. As it turns out, we cannot honor her request to remove her contracts and any fees involved in canceling her service. The reason we ask for a contract at all is because we provided Ms. [redacted] the phones at a discounted price. In fact Ms. [redacted] was able to pay for the phones by using her Reward Points to purchase them. In return for providing a discount on the phones or by using Reward Points to pay for the phone we ask for a two year contract. Having the option to pay for a phone using points is not something Ms. [redacted] can get with any other carrier and this is one of many ways we provide to Reward our loyal customers such as Ms. [redacted].
We do appreciate Ms. [redacted] very much and look forward to discussing how she can monitor her data usage until the issue is resolved on line. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] V.
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (4200, 16, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want out of my contract with you. You are responsible for your website and the content on it. Whether it be a courtesy or not. This is the second complaint that I have filed this month with your business and I am convinced that you have no intention on fixing any of the issues. I want out of my contract with no fees. I am not downloading any more services from play store or any where else for fear of data usage. Your customer service went as far as telling me that the Iphone doesn't switch over to wifi like it is supposed to. He said they have had problems with that. So, I called another wireless carrier and asked if they had heard of this problem and he said no they hadn't.

12/29/2015
Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted]Customer’s Name: Samantha [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]’s complaint. I understand Ms. [redacted] has advised that she had lost the device she was using and due to being out of range of any U.S. Cellular® stores, had decided to switch to another provider for cellular services. Ms. [redacted] states that over the course of 4-5 months, there were attempts made to cancel the service. She states that each time we either disconnected the call or we would not speak with her.
I can understand the frustration this type of situation and will be more than happy to review the account history to get a better understanding of what has happened and provide some further information.
In review of the documentation on the account, I see the initial issue began when we received a call on 4/26/15 regarding the device having been damaged. During this interaction, we were advised that she had recently moved but were denied the opportunity to put her in touch with our Solutions Consultants (our cancellation department) due to the customer not having time to speak with them.
The next interaction was on 5/17/15 in which there was a credit card payment processed on the account. There are no notations regarding any cancellation requests in this interaction.
On 10/14/15 Ms. [redacted] reached out to our Financial Services Department and processed a payment. During this interaction, there was a request to cancel and the notations show that our Financial Services had transferred Ms. [redacted] to our Solutions Consultants Department as our Financial Services has no ability to cancel lines. I have no notations from our Solutions Consultants Department that the call ever reached their department. Therefore the cancellation did not get processed during this interaction.
The last interaction was on 12/28/15 in which Ms. [redacted], contacted us and requested a Supervisor. During this interaction, she spoke with Ben who completed the request for cancellation and advised of  the release of deposits and the Early Termination Fee  for cancelling the service.
We have reviewed Ms. [redacted]’s complaint.
Based upon the account history, I show no follow ups from Ms. [redacted] regarding the requests to cancel the account as stated. As a company, we never decline to cancel any customers’ services. We may attempt to offer alternative options to retain services. Any accidental disconnects during transfer, would not be intentional to avoid the cancellation process as there would be no impact to the associate performing the transfer to the Solutions Consultants Department.
In any events in which a call may be dropped during transfer, we would expect the customer to contact us back as soon as possible to ensure that their requests and needs are fully met. The only situation in which we would decline any cancellation is in the event that a customer cannot properly validate their credentials for us to access the account via phone. In a situation like this, the customer would need to go to the store with government issued photo identification to process any requests. There is no documentation that this type of situation occurred. Currently, all charges are valid balances owed to U.S. Cellular®. I certainly apologize for any inconvenience this has caused. We would have certainly expected Ms. [redacted] to follow up with us as bills were still generating and being sent. No adjustments are able to be processed on Ms. [redacted]'s account.
Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at (888)944-9400. 
Sincerely,
Chris H.Customer Resolution SupportU.S. Cellular®

Initial Business Response /* (1000, 10, 2015/08/05) */
August 5, 2015
Revdex.com of Chicago
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 the correspondence from Mr. [redacted] stating that about a month ago he moved from Washington State to New Mexico due to job relocation. Mr. [redacted] states that before leaving the state a visit to a U.S. Cellular store was made to explain the move and to ask if there was U.S. Cellular in New Mexico. Mr. [redacted] says that he was told that U.S. Cellular is not in New Mexico. Mr. [redacted] states that he was aware of a two year commitment and asked what could be done. Mr. [redacted] continues by saying the only information that was provided was that he [redacted] be able to suspend the services. Mr. [redacted] goes on to say that he moved to New Mexico where he went with another wireless provider. Mr. [redacted] says that his new provider was unable to reuse his Samsung Galaxy S4 because it was locked by U.S. Cellular. Mr. [redacted] states that he called U.S. Cellular to unlock the phone at which time he was told that he would need to either bring the phone into the store or mail the phone in. Mr. [redacted] says that neither of these choices was an option and wanted to know why he was not told that he would need to have the phone unlocked before he left the state. Mr. [redacted] says that he was advised at that time that U.S. Cellular is not required to provide this information unless asked. Mr. [redacted] goes on to say that he requested to close out his account in which there was a charge of $132.62. Mr. [redacted] adds that he was forced to by a new phone with his new provider due to U.S. Cellular did not inform him that the phone needed to be unlocked manually. Mr. [redacted] states that he received another bill from U.S. Cellular for $102.43 after he thought the account was closed and paid. Mr. [redacted] goes on to say that he has paid the $102.43 to prevent his name from going to a collection agency. Due to this Mr. [redacted] is requesting that the $102.43 be refunded with an additional $250.00 to cover the cost of having to buy a new phone. Mr. [redacted] is also requesting that U.S. Cellular stop the practice of locking phones and the process of the phone needing to be unlocked manually in a store. In addition Mr. [redacted] has requested that U.S. Cellular make customers aware of phones being locked.
I would like to first take a moment and apologize for any frustration Mr. [redacted] have experienced while attempting to resolve this matter regarding his phone being locked. I appreciate the opportunity Mr. [redacted] has given us to research his account and address this matter as well as provide additional information that [redacted] be helpful.
U.S. Cellular purchases phones from multiple manufactures. When the phones are purchased from the manufacture the phone is locked onto the wireless network for the company that purchased the phone. This is industry standard. In [redacted] 2014 U.S. Cellular agreed to unlock phones so that they can be taken from carrier to carrier. It can depend on the model of phone as to the process required to unlock the phone. Mr. [redacted] has a Samsung Galaxy S4 which requires the phone to be in a store location to be unlocked. Mr. [redacted] states that he was not advised of this before moving out of the area. U.S. Cellular does not proactively unlock phones or assume what the customer intends to do with the phone. The customer must inquire about or request to have the phone unlocked. Due to Mr. [redacted] no longer being located near a store it was recommended to have the phone mailed to a store to be unlocked. Mr. [redacted] chose not to accept this option.
On July 16, 2014 Mr. [redacted] purchased the Samsung Galaxy S4 at a discounted price of $99.99. The full retail cost of the phone is $500.16 providing Mr. [redacted] with instant savings of $400.17. In return Mr. [redacted] agreed to a 24 month agreement in which states that should the services be canceled at any time prior to the end of the contract there will be an early termination fee of $350.00. On June 30, 2015 Mr. [redacted]'s number was taken to his new provider. This caused the account to automatically be canceled. U.S. Cellular recognizes that the move was not in Mr. [redacted]'s control. Due to this the early termination fee was prorated by the amount of the contract that had been completed. Mr. [redacted] completed 11 months of a 24 month contract. This prorated the charges and brought the fee from $350.00 to $182.49 that was applied to the bill dated July 18, 2015.
Mr. [redacted] states that he paid for the termination fee when contacting U.S. Cellular about unlocking the phone and canceling services. Our records show that we received a payment of $132.62 on 6/30. At the time we received the payment the bill dated June 18, 2015 for the amount of $90.68 had generated and would be due on July 13, 2015. This bill covered services from June 18th through July 17th. The payment received was first applied to the current balance that was owed. This payment brought the balance to a credit of $41.94. When Mr. [redacted]'s bill generated on July 18, 2015 there were credits totaling $54.00 for the days of service that was not used. There was also the early termination fee of $182.49 that was applied to this bill. The credits for the services that were not used brought the current charges on the bill to $144.37. The remaining credit from the payment received is what further reduced the balance owed to $102.43. The amount of $132.62 that Mr. [redacted] paid was not enough to cover the bill that was owed at the time and the termination fee that would be applied. Mr. [redacted] received credit for the days of services that were not used and was charged the remaining difference owed for the termination fee. There was no error in the charges that were applied.
I have reviewed Mr. [redacted]'s complaint. Due to the model of the phone Mr. [redacted] has it is required to be unlocked in a local U.S. Cellular store. U.S. Cellular provided Mr. [redacted] with the option to mail the phone in to be unlocked. This option was declined by Mr. [redacted]. While Mr. [redacted]'s move was due to job relocation, the agreement was broken and the termination fee is valid. U.S. Cellular does not compensate for the purchase of another phone with a new provider. Mr. [redacted] did not pay enough to cover services for the days that were used as well as the termination fee that was applied. This is what resulted in the remaining charges. Mr. [redacted]'s current balance is $0.00. A final bill reflecting this will generate after August 18, 2015. No credits or refunds are warranted at this time.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. [redacted]'s business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Mr. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like U.S. Cellular has an obligation to share information to their customers that they would not automatically know. The US Cellular representative at the store knew I would be moving to New Mexico, knew my contract wasn't up, and knew that US Cellular was not in New Mexico. Why would it have hurt US Cellular to ask, 'are you planning to keep your phone when you move?' That would have resolved most of my complaints. Why does this have to be a secret? Why does a customer at U.S. Cellular have to manually unlock a phone. Why can't it be unlocked over the phone? My other concern was my final bill. When I called US Cellular and asked to close and pay out my account, I expected a final bill. That was my understanding. I was shocked to discover a got a SECOND final bill. I almost threw away the bill thinking that I was in the clear. Luckily (or not so luckily) I opened the letter to discover the second bill.
US Cellular withheld information to me the consumer about locked cell phones which forced me to purchase a new phone and sent me a second final bill that was not expected. This is misrepresentation of the company's services.
Final Business Response /* (4000, 14, 2015/08/07) */
August 7, 2015
Revdex.com of Chicago
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 the response from Mr. [redacted] stating that U.S. Cellular should have an obligation to share information to their customers that they would not automatically know. Mr. [redacted] says that the U.S. Cellular representative in the store was aware that Mr. [redacted] would be moving to New Mexico, that the contract was not up, and that U.S. Cellular was not available in New Mexico. Mr. [redacted] asks why it would it have hurt U.S. Cellular to ask if Mr. [redacted] planned on keeping the phone he has. Mr. [redacted] states that this would have resolved most of his complaints. Mr. [redacted] asks why this is a secret. Mr. [redacted] also wants to know why a U.S. Cellular customer has to manually unlock a phone and why the phone cannot be unlocked over the phone. Mr. [redacted] goes on to say that the other concern is about the final bill. Mr. [redacted] states that when he contacted U.S. Cellular to close the account and pay out the account he expected a final bill and that this was his understanding. Mr. [redacted] says that he was shocked to get a second final bill and almost threw away the bill due to he thought that he was in the clear. Mr. [redacted] continues by saying that U.S. Cellular withheld information to him about the phone being locked which forced the purchase of a new phone and that a second final bill was sent that was not expected. Mr. [redacted] states that this is a misrepresentation of the company's services.
I would like to again apologize for any frustration Mr. [redacted] has experienced while attempting to resolve this matter regarding unlocking the phone and the final bill. I appreciate the opportunity Mr. [redacted] has given us to further research his account and address this matter as well as provide additional information that [redacted] be helpful.
U.S. Cellular does its best to provide accurate information that is inquired about. Mr. [redacted] inquired about services in New Mexico and was advised accurately that U.S. Cellular does not provide service in this area. U.S. Cellular does not assume what a customer's intentions with the phone [redacted] be as the phone [redacted] also be given to a family member or a friend. When a phone is unlocked it is not guaranteed that the phone will work with another carrier's network or that the features of the phone will not be impacted. This is just a couple of the many reasons that we do not volunteer information about unlocking a phone. While the information about the option to unlock Mr. [redacted]'s phone was not volunteered it was not withheld as there was no inquiry by Mr. [redacted] for this option. U.S. Cellular has not refused this information and cannot answer a question that is not asked.
The option to unlock phones over the phone is available with many different phone models. Mr. [redacted] has a Samsung Galaxy S4. This particular phone is one of the few phones that due to the software on the phone is required to be unlocked in a U.S. Cellular store. Mr. [redacted] stated in his first correspondence that the option to mail the phone to U.S. Cellular to be unlocked was provided. Due to Mr. [redacted] not being close to a U.S. Cellular store this was the best option that U.S. Cellular could offer Mr. [redacted] to unlock the phone. Mr. [redacted] has stated that this was not an option that he accepted. U.S. Cellular attempted to provide a resolution to resolve the issue of unlocking the phone and the resolution provided was not accepted.
On June 18, 2015 Mr. [redacted]'s bill generated for the amount of $90.68 that would be due on July 13, 2015. This bill covered services from June 18th through July 17th. The dates of services being charged for are provided on the bill. This could not have been a final bill as the services were still active. The services were canceled when Mr. [redacted]'s number was taken to the new provider on June 30, 2015. U.S. Cellular also received a payment of $132.62 on June 30, 2015. This payment was first applied to the balance that was owed and brought the balance to a credit of ($41.94). Mr. [redacted]'s final bill generated after July 18, 2015 as this is the first bill to generate after the services had been canceled. Mr. [redacted] received a total credit of ($54.00) for services that were not used from June 30th through July 17th. This can be found on pages 3 and 5 of the bill. The early termination fee of $182.49 was applied to this bill. This charge plus taxes is what brought the remaining balance to the $102.43 that was paid on August 1, 2015. Together Mr. [redacted]'s payments totaled $235.05. This covered services from June 18th through June 29th that were not previously paid for and the early termination fee. Mr. [redacted] has not received more than one final bill. Mr. [redacted] will receive another final bill after August 18, 2015 showing the balance of $0.00.
I have further reviewed Mr. [redacted]'s complaint. The representative in the U.S. Cellular store followed normal procedures in letting Mr. [redacted] know that there was no U.S. Cellular service in New Mexico. There was no inquiry by Mr. [redacted] about unlocking the phone until he was not near access to a U.S. Cellular store. Due to the programming and software on Mr. [redacted]'s phone, it cannot be unlocked over the phone. U.S. Cellular offered Mr. [redacted] the option to mail the phone to a store to have it unlocked. This was not accepted by Mr. [redacted]. The payments received by Mr. [redacted] have covered services that were used and not previously paid for as well as the early termination fee. There has not been a second final bill as when Mr. [redacted]'s first payment was received the previous bill was not paid. Mr. [redacted] has received the correct credits for days of service that was not used as well as charged for the termination of the contract prior to the end date. The details of what is charged or credited each month are provided in detail on the bill. I was unable to find where information was withheld from Mr. [redacted] nor were U.S. Cellular services misrepresented.
At U.S. Cellular(r), it is our goal to provide our customers with the very best in customer satisfaction. We have truly appreciated Mr. [redacted] business and again regret any inconvenience this situation [redacted] have caused. Should there be any additional questions regarding this correspondence, please have Mr. [redacted] contact our Customer Service Department at XXX-XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/12/26) */
December 26, 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 have received Mr. [redacted]'s complaint in which he describes that he was fraudulently entered into a contract with U.S. Cellular on December 15, 2014. He states that he told the associate that he did not want to extend his contract with U.S. Cellular and was advised that it would be taken care of. Mr. [redacted] states that upon checking his account online, it shows that he has a new 2-year contract through December 15, 2016. Mr. [redacted]'s desired resolution is to have the contract voided and to be released from it.
I can certainly understand the confusion or frustration that Mr. [redacted] have regarding the contract being added to his line after asking to not have one. I know how concerning it is to receive misinformation and I apologize for any miscommunication or error that [redacted] have occurred on the account. I am more than [redacted] to review Mr. [redacted]'s account and address his concern.
In review of the account, I show that Mr. [redacted] contacted U.S. Cellular by phone on December 15, 2014. Per our documentation, Mr. [redacted] inquired about changing his plan to the $75.00 2 Gigabyte plan but did not want to extend his contract with U.S. Cellular or pay any Early Termination Fees. Initially, Mr. [redacted] was advised that this was not an option for this particular plan. At this point, it is documented that Mr. [redacted] mentioned that he would take his business elsewhere if could not meet his request to not renew his contract with this plan. He was then connected to our Customer Relations Department to discuss alternate options. Upon speaking with our Customer Relations Department, it is noted that Mr. [redacted] was advised that he could move to the $75.00 2 Gigabyte plan without a contract. This was offered as a courtesy to Mr. [redacted] to allow him to keep his service with U.S. Cellular. At this time his plan was updated to the above mentioned plan.
In continued review of Mr. [redacted]'s account, I show that in error the contract was still updated to his account the day his plan was changed. Because of how our billing system is set to operate, the contract automatically adds to the applicable plans and must be adjusted at the time of change in order to reflect it being waived. Regrettably, the adjustment of the contract was not completed at the time of the plan changed. For this, I apologize. I have alternated the contract on Mr. [redacted]'s account making today the last day of his contract. Going forward, his line will not reflect a contract being active. I hope that this helps.
I would like to remind Mr. [redacted] that although there is no commitment to remain a customer by contract; his account will still be held accountable to follow the terms and conditions of service with U.S. Cellular. If he would like to review this information, he [redacted] feel free to visit our website at www.uscellular.com/legal.
Ms.[redacted] I hope that Mr. [redacted] finds this resolution to be suitable. I once again apologize for this error on our part and for any confusion that [redacted] have been caused. 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(r)