US Cellular

I call in and talk to an agent about switching from sprint to us cellular and the promotion that was going on was 1,000 promo which to be used from paying off my break of contract and to pay off the phone I was leasing and the rest of the money was to use to buy items from us cellular but after 12 weeks I received on visa card for 256.80 and nothing else so I called to see where my other cards was at and they said I'm sorry the agent signed you up for the wrong promo and so I asked how was they going to clear this up and all they can say was I'm sorry that promo is over. I also gave us cellular the sprint phone that they should be paying for. so I want them to fix this problem to make me a satisfy customer.

I have been a customer of US Cellular for a long time. During my time with them - I have had ups and downs. But recently - I was forced into something that I feel is not fair. I have been on a specific plan for a long time and suddenly I am told that I must change to another plan or my services will be disconnected. Well - no one wants to hear that their services will be stopped and I basically was forced to take a completely different plan. I was promised that my services would be better and I was told that I would have more internet "freedom" with this plan and that my GB would be increased. Well, that was the worst decision I have ever made. I should have stuck to my guns and tried to let it go as long as I could.

Initial Business Response /* (1000, 10, 2014/09/23) */
September 23, 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: N/A
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above complaint number. We are in receipt of Ms. [redacted]'s correspondence. Ms.[redacted] states that she and her granddaughter visited the U.S. Cellular store in Pearisburg, Va. on 9/20/14, to swap out her granddaughter's phone. Ms. [redacted] states that the store refused to do the swap, and that the associate was rude. Ms. [redacted] desires that the associate be coached on her people skills and that the store would have to replace U.S. Cellular merchandise, even if it wasn't purchased in that store.
We have reviewed Ms. [redacted]'s concerns. Unfortunately, we are unable to process this request at this time, as the customer information provided on the complaint does not match our account records. Because we value the security of our customers' information, we will require that the Accountholder or an Authorized User contact U.S. Cellular. 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 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)

February 4, 2016Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted]Customer’s Name: [redacted]U.S. Cellular...

Account Number: n/aThank you for contacting U.S. Cellular in reference to Mr. [redacted]’s account. I am receipt of his complaint which states his dissatisfaction with the current status of his account due to the billing issues that Mr. [redacted] states he endured in 2013. Due to this account balance, Mr. [redacted] states he is receiving harassing phone calls from a collection agency and is requesting that we remove his account balance and restore his credit class to a prior state before the collection activity began. I appreciate the opportunity to address his concerns and request.We have reviewed Mr. [redacted]’s concerns. Because we value the security of our customers’ information, we require the correct account number or cell phone number as listed on the account for verification purposes. This was not provided in his submission. Please advise Mr. [redacted] to resubmit this complaint with the information requested above and we will be happy to address his concern at that time. We apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter. Sincerely,[redacted] H.Customer Resolution SupportU.S. Cellular®

Initial Business Response /* (1000, 10, 2014/04/18) */
April 18, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

[redacted]
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account.
I am in receipt of Ms. [redacted] concerns; she stated that she received a bill for monthly service after her services had already been shut off. Ms.[redacted] is disputing having to pay the amount that was turned over to a collection agency due to this. Ms.[redacted] is also questioning why the account was turned over to an agency so quickly and would like a refund for the services that were not used.
I can certainly understand Ms. [redacted] concerns with being assigned to an outside agency with a balance that she feels is not correct. I am [redacted] to review the account to determine what the actual amount should have been.
Ms.[redacted] in review of Ms. [redacted] account it show the charges on the bill dated 2/14/2014 are for data that was used from 1/10/2014 to 2/6/2014 when services were activate on the account. I show this account was suspended on 2/8/2014 for a past due balance. Having a past due balance on 2/8/2014 means that Ms.[redacted] had carried over an amount due from the January bill which then means the debt on this account was aged correctly prior to being turned over to an agency. I can assure Ms.[redacted] that we did not turn her account over to an outside agency any quicker than we turn any other account over to an agency. The debt on this account goes back to 1/17/2014; Ms.[redacted] was not turned over to an agency until 4/4/2014 allowing her plenty of time to dispute the debt with us and also to pay what is owed to us prior to being turned over to an agency.
The amount billed on 2/14/2014 was usage only; there were not any monthly service fees billed on that bill. As stated above, the usage occurred while Ms. [redacted] account was active. The bill following the 2/14/2014 bill was a bill for an early termination fee as Ms.[redacted] was under contract at the time her services were cancelled for nonpayment. The amount turned over to the agency was $719.72 which was correctly billed to Ms.[redacted]. I recommend that Ms.[redacted] contact the agency to work out a payment arrangement. The agency the account is with is ERS also known as Convergent their contact number is[redacted]
Should Ms.[redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/05/05) */
May 5, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint and I am happy to address her concerns. Ms.[redacted] states that when she started her contract with U.S. Cellular she chose an unlimited data plan for $40.00, she states that without her knowledge she was changed to a $50.00 data plan. She states that one month she was charged twice for a data plan she did not request. She also feels that U.S. Cellular has been stealing her money for the past 4 months. Ms.[redacted] stated she called in about her plan being changed and was advised that the unlimited package is no longer available, she feels that is her data plan is no longer available that her contract should be voided. Ms. [redacted] resolution is to be released from her contract with no fee since the plan she signed up for is no longer available. She also wants to be able to take her number with her.

I can certainly understand Ms. [redacted] frustration with learning her plan had been changed without her knowledge and then being told that the plan was no longer available. I have reviewed her account and I would like to provide some clarification as well as a resolution.
Ms.[redacted]in reviewing Ms. [redacted] account I see that she started service with U.S. Cellular on June 2, 2013, at the time of activating her account she selected the Samsung Galaxy S4, since Ms.[redacted] was offered this phone at a discounted price she was required to sign a 2 year service agreement. Ms.[redacted] received her Samsung Galaxy S4 for $199.99 when her phone retails for $749.99. The contract was required for Ms.[redacted] to receive her discounted phone, the voice, messaging and data plan she chose was not part of that service agreement as customers can change plans at any time without have to pay an early termination fee for their contract.
I do see that when Ms.[redacted] started service with U.S. Cellular she did select a promotional plan for her data package the Unlimited 4G data for $40.00. I see that in December 2013, Ms.[redacted] damaged her phone and needed to get a replacement device. When Ms.[redacted] had a loaner phone placed on her account her data package was removed in U.S. Cellular(r) error. When Ms.[redacted] added her replacement phone to her account a current data package was added as the unlimited data promotional plan she had is no longer available, this change should have been discussed with Ms.[redacted] at that time and I truly regret that this conversation did not take place. I have reviewed Ms. [redacted] bills and this plan change has not caused her any overage charges as she has not exceeded her plans 5GB limit, she has however been overcharged by $10.00 each month since her January bill, this has resulted in an overcharge of $49.35 to her account for her January, February, March and April bills. On May 2, 2014 when Ms.[redacted] notified us of this billing error she was given a total of $102.75 for these charges and for her inconvenience.
On May 2, 2014 we also added a 20% discount to her account making her data package $36.00 which is $4.00 cheaper that what it would have been had our error not occurred. We believe that since Ms. [redacted] has been more than compensated for the additional cost in her plan from January to April and that going forward her data package will only be $36.00 that her issue has been resolved.
As I stated above Ms. [redacted] contract was for her discounted phone not her plan so her contract is valid and if she chooses to terminate her contract she would be responsible for any early termination fees.
Should Ms.[redacted] have additional questions, they may contact our Customer Service Department at ([redacted].
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I choose not to accept the response in order to clarify a few details for the Revdex.com and for US Cellular. I did not damage my phone, I was issued a defective phone. The screen quit working after owning the phone for less than 6 months. The phone was defective, the damage was not caused by me. At no point in time did anyone that I dealt with inform me that my data plan had been removed from my phone. When I called US Cellular the first time, the customer service representative hung up on me. I understand the above email, but I would like it known that US Cellular is a company that does not value customer service. The person also neglected to mention that I was charged twice for data in the month of January. And this too was overlooked. I appreciate the company refunding the money that they had no right to in the first place, however, I don't appreciate the being put in this situation in the first place. And I don't appreciate the lies and miscommunication from their entire staff.
Final Business Response /* (4000, 14, 2014/05/07) */
May 7, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number:[redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number:[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mrs. [redacted] rebuttal in which she states she chose not to accept the response, in order to clear up the statement of her phone being damaged. She states that she was given a defective phone and after 6 months the phones screen quit working. I apologize for any implication that was made in the previous response that offended Ms.[redacted] regarding the stating of damaged phone.
I also can understand her concerns, regarding the matter of her Unlimited Data package being changed to the $50.00 5GB package without her knowledge. That was an error on our part, which we acknowledged and made changes to her account to make good on her Unlimited Data Package. Although, we could not get the Unlimited Data plan back, we issued a discount off the $50 5G package. The cost for her data package is now $36.00, and her account is noted that if were to go over the 5GB data package, that all overage charges would be taken care of.
I can understand Ms. [redacted] frustration with the matter, as well as being double billed in January for the data package, even though we took care of the charges. I would like for Ms.[redacted] to know that we value her business and apologize again for any frustration this matter caused her.
Ms.[redacted]I hope that the information provided has been helpful. Should Ms.[redacted] have additional questions she may contact our Customer Service Department at ([redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (2000, 16, 2014/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2014/03/27) */
March 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. Thank you for contacting U.S. Cellular in regards to Ms. [redacted] account. I am [redacted] to review the information provided. Ms. [redacted]'s states she moved to her own account in order to upgrade her to a new phone. She states once her new account was set up she was advised she was not eligible to upgrade so she asked to move her phone line back to her parents account. She states her line would be moved back within a few days. She states her service was turned off on March 25th. She mentioned when she called she was told her phone was never moved to her parents account. She mentioned bills were sent to an address that was over four years old. She states she paid $150 to restore service and was advised she would be charged a $35 reactivation fee and her phone would be turned on within four hours. Ms. [redacted] wishes to have the reactivation fee waived.
I understand the importance of having a phone that is able to make and receive calls. I regret to learn Ms. [redacted] received an interruption of service and will be charged a reactivation fee. I am uncertain as to why we had an outdated address. All account information is provided to us by our customers and the photo Identification provided. We have not received any return mail for Ms. [redacted] from the Post Office. I am saddened this lead to Ms. [redacted] being unaware of the balance on her account and the cancellation of service. I do not see Ms. [redacted] address has been updated. I encourage Ms. [redacted] to contact our Customer Service Department to provide her current mailing address so that she [redacted] begin to receive bills. I would also like Ms. [redacted] to know she [redacted] also access her bills online at www.uscellular.com/myaccount after she creates a username and password.
Our records show a change of ownership was completed on January 2, 2014 for the line ending in 3012. All requests for Change of Responsibility must be completed in store as there is paperwork required to complete by both the original owner and the new owner. If Ms. [redacted] would still like her number moved back to the previous account she and the account owner will want to visit the local retail store to complete this. In the event the old account has a Grandfathered plan a plan change will be required.
I am [redacted] to learn Ms. [redacted] account was reestablished on March 26, 2014 I regret to learn of the misunderstanding surrounding the timeframe to reestablish service. Our initial conversation with Ms. [redacted] on March 25th stated 24 to 72 hours to reestablish. All subsequent calls on March 25th stated 1-3 days to reestablish. Ms. [redacted] was provided with the correct timeframe during each call.
I see we have provided Ms. [redacted] a $25 credit for her troubles on March 25th. We also waived $150 charges to rerate her bills as if she were already on a family plan. As a gesture of goodwill we are [redacted] to waive the $35 reactivation fee in addition to what has already been adjusted. Currently the charge has not been billed to Ms. [redacted] account. I will note her account we will waive the fee at the time of her call. The next bill will also have an Early Termination fee due to the cancellation that occurred. This fee will also be waived.
Ms. [redacted]. Thank you for the opportunity to address Ms. [redacted]' account. I thank Ms. [redacted] for the time she has spent as our customer and we look forward to many more years of serving her wireless needs. Should Ms. have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

USC refuses to unlock a phone.
They also refuse to let us talk to any supervisor.
Over the past 2 weeks we have gotten nothing but the run around from them.
They keep saying the phone is unlocked but it is not unlocked, even Apple has confirmed that the activation lock is set by US Cellular.
Apple info: [redacted]
Serial Number: [redacted] Initial Activation Policy ID: [redacted] MEID:
Activation Policy Description: US Loaner and Service NPI [redacted] Picker policy IMEI: [redacted]
*Applied Activation Policy ID: [redacted] Part Description: iPhone 6 Plus
Applied Activation Policy Description: US US Cellular LTE Service
Policy Product Version: 9.2.1
*Next Tether Policy ID: [redacted]
Last Restore Date:
Next Tether Activation Policy Description: US US Cellular LTE Service Policy
Bluetooth MAC Address:
First Unbrick Date: 11/18/15
Last Unbrick Date:
Unbricked: Unlocked: false
Unlock Date:
Please NOTE POLICY # [redacted]
Policy ID: [redacted]
Name: US US Cellular LTE Service Policy
Country: USA
Sim Lock: Locked
Do not buy a phone from USC because even if you take it to another carrier it is completely worthless. They will not unlock your phone.

Initial Business Response /* (1000, 13, 2014/08/11) */
August 11, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account.
I am in receipt of Mr. [redacted]'s concerns regarding both of his phones freezing up and having no service in areas that they used to have service in.
Ms. [redacted], I can certainly understand the frustration associated with a phone freezing up and not getting service in areas that Mr. [redacted] is used to receiving service. I hate to read of the issues he is having with his devices. I am [redacted] to review the account and provided any assistance that I can.
During the review of the account I noticed that Mr. [redacted] called us on 7/8/2014 and advised that his devices were having some issues. During this call we offered to get Mr. [redacted] in touch with our Technical Support Team to provide some troubleshooting assistance since Mr. [redacted] was on his device at the time we were unable to get him to our Technical Support Team. Further review of the notes from 7/8/2014, show that Mr. [redacted] was going to contact our Technical Support Team at a later time for some troubleshooting assistance. To date Mr. [redacted] has not contacted us back to speak to our Technical Support Team. In order to troubleshoot the service issues in Mr.[redacted] area we need to have him speak with our Technical Support Team at the number below. Our Technical Support Team is the first line of troubleshooting to determine if a device is having issues or if our network is having issues.
Ms. [redacted], if the device is having issues that are covered under warranty our Technical Support Team can work with Mr. [redacted] to have the devices sent off for repair. If it is found that we have a network issue in Mr. [redacted]'s area our Technical Support Team can partner with our Local Engineers to correct the issue that we are having.
In closing, I ask that Mr. [redacted] contact our Technical Support Team as we requested he do on 7/8/2014. He can use the number below from any phone other than his cellular device. Mr. [redacted] will need to have the device available to do some troubleshooting.
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

12/26/15
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL...

60611 Re: Complaint Number: 11012400
Customer’s Name: Ronald D. Edwards
U.S. Cellular Account Number: 841051230
Thank you for contacting U.S. Cellular in reference to the above account.
I am in receipt of Mr. Edwards’s complaint. I understand that Mr. Edwards is rejecting that a third line 4639 was added to the account in 2003. I understand Mr. Edwards would like reimbursement for the service charges for this line from the start date up to the cancellation of this line on 12/24/15.
I can certainly understand the confusion surrounding this type of situation. I will be happy to provide some further information on the account. I do apologize for the confusion this has caused.
In review of the account history, I am not showing this line was activated on the current account in 2003, I am showing the start-up order for this line under the current account was on 2/17/2011 on the current account. The line was activated with a Samsung Galaxy S4 device. I am showing that we were reached out to in store regarding the customer having more than one account open and wanted to have these account combined. During this interaction, the 3rd line was added to the account. Currently, I show no indication that this was an error on the part of U.S. Cellular®. It shows that all procedures were followed based on the request we received while the customer was in store.
We are unable to provide any adjustments to the amounts billed on the account. These charges have been showing on the billing invoices that we have been sending Mr. Edwards continuously. U.S. Cellular® sends a monthly billing invoice that is receivable via mail or can be viewed online in our Customers’ My Account. It is the consumers’ responsibility to ensure that they are fully reviewing the billing statements for accuracy, and if there are any discrepancies pertaining to the charges, the customer needs to reach out to us immediately to address the situation. Even when a line shows no usage history, we cannot determine if the line is being utilized as an emergency device, backup device, or should not be active on the account without knowledge from the customer. I do apologize, but we cannot currently validate any adjustment requests towards Mr. Edwards’s account.
Should Mr. Edwards have additional questions, he may contact our Customer Service Department at (888)944-9400.
Sincerely,
Chris H.
Customer Resolution Support
U.S. Cellular®

Initial Business Response /* (1000, 10, 2014/12/12) */
December 12, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]' complaint regarding her phone insurance. Ms. [redacted] states that she wants a $50 credit as she would have cancelled her insurance had she known about the increase in deductible for her phone. Additionally, she states that our plan is not equivalent to our competitors and that we are engaging in "EXTTREMELY (sic) POOOR (sic) BUSINESS PRACTICES" regarding our insurance offering.
Ms. [redacted] we are sorry that Ms. [redacted] is dissatisfied with our current insurance product. In July of 2013 we made the decision to change it as we believed we had fallen behind the industry in our offering, specifically in the timeframe from claim filing to replacement, complimentary offers such as data and remote phone protection, and due to the increasing costs of smartphones. The new offering increased the monthly cost from $5.95 to $8.99 and established a tiered deductible system based on the retail value of the phone, instead of flat rates for non-smartphones vs smartphones. We believe that on balance this is a more fair way to establish deductibles for individual devices as opposed to a simple category A (non-smartphone) vs category B (smartphone) structure. If compared directly to our competitors, Ms. [redacted] will find the offering is quite in line with their offers. Additionally, when an insurance replacement occurs, replacements are generally with refurbished phones, unless no refurbished phones are available for a particular model, in which case most policies state the replacement must be a new phone. This is the same for our competitors, despite her claims.
As such, on July 22nd we began sending letters to all existing customers on our insurance offering, including Ms. [redacted], informing them of the increase in both the monthly premium and the new deductible structure. The original plan was to make the conversion in the Fall of 2013, however, due to other factors, we decided to delay the implementation of the new offering until January, 2014. This is the reason that Ms. [redacted] was provided with both the January date as well as the fourteen/fifteen month timeframe, one was when the change was announced, the other was when the change was effective. The actual price change occurred in January, 2014.
Ms. [redacted] we made every reasonable effort to inform Ms. [redacted] of the change in insurance. In reviewing Ms. [redacted]' account, I found that she has expressed concerns on many issues with us, both minor and major, and has escalated her concerns several times, including previous complaints to the Revdex.com. However, I find no record of any objection to the insurance rate increase, despite the new rates having been in place for eleven months now.
Ms. [redacted] suggests that we further revise our insurance offering to include such options as screen replacement. If Ms. [redacted] was able to find replacement glass for $7, there is no secondary damage to the phone as a result of the drop, and she can fix the phone for less than $175 including labor, then that is great, and we are glad she found that option. However, requesting that we credit her for the monthly payments she has made to this point would be equivalent to her car window being accidentally shattered, finding out that she can get the window fixed for a cost less than her auto insurance deductible, and then requesting a refund of her premiums from her insurer because she did not end up needing to utilize her insurance for the repair.
Ms. [redacted] as a result, we will not be providing a credit to Ms. [redacted]. We are sorry she was not ultimately satisfied with our insurance offering however, as stated above insurance is not designed for cosmetic problems but rather more serious damage, loss or theft. We are comfortable with the efforts made to advise her of the changes in the plan that became effective in January and her continued payment of the monthly premiums until December of this year is consent to the terms of the offering. Should she have any further questions, she [redacted] contact our Customer Service Department at (XXX) XXX-XXXX. They are available to assist daily from 6:00 AM - 11:00 PM Central Time.
We respectfully request that this matter be closed.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

10/16/15
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number:...

[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. Ms. [redacted] states in her complaint that she paid the taxes on four devices. She later returned the equipment and still has not received the refund for the taxes she paid. Ms. [redacted] desired resolution is to receive the refund she has requested from us.
I can certainly understand Ms. [redacted] complaint. I would be more than happy to carefully review the account for more information concerning this issue.
Upon review of Ms. [redacted] account, I see that on July 28, 2015 the customer called in to request a 15 day excellence guarantee return for four devices she did not yet receive. There are several notations on the account from 7/30/15and 9/4/15 where Ms. [redacted] called in regarding her refund. Based on the notations, I show that a refund of $142.80 was issued on 10/13/15 to Ms. [redacted] account for the tax amount she paid back in July.
Since the credit has been issued to the account, I now show a balance of $122.80 on Ms. [redacted] account that as of today is past due. If Ms. [redacted] is unable to remit payment to the account for the balance of $122.80, I would encourage Ms. [redacted] to contact our Financial Services Department by calling Customer Service at [redacted]. Financial Services would be more than happy to review the account to see if we are able to provide Ms. [redacted] with a payment arrangement for the past due balance. Although payment arrangements due incur a $5.00 late fee on the account, they will also prevent interruption of service from a lingering past due balance. Financial Services are available Monday through Friday from 7AM-11PM, Saturday from 9AM-12PM and Closed on Sunday.
I am very happy to hear we were able to credit Ms. [redacted] account the $142.80 that was owed to her from the taxes on her returned equipment. If Ms. [redacted] has any further inquiries or concerns, she can contact our Customer Service Department at [redacted] and we would be more than happy to assist her.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 5, 2014/09/03) */
September 3, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]' complaint and I am [redacted] to address her concerns. Ms. [redacted] states that U.S. Cellular sold her a Samsung Tab 4 and that the U.S. Cellular associate knew it was not going to function for her for the reason she purchased it. Ms. [redacted] states that she was fraudulently sold a device that did not work for her needs. Ms. [redacted] wants to have the Samsung Tab 4 refunded to her.
Ms. [redacted]I completely understand Ms. [redacted] frustration with having a device that fits her needs. I have thoroughly reviewed her account and I hope to provide clarity to this situation.
I see that Ms. [redacted] originally purchased a Samsung Tab 4 on July 22, 2014; I also see that the next day she returned the device and was issued a full refund. The same day she went to a different store location and purchased another Samsung Tab 4 and paid full price for the device in the store. At the time of the purchase it is documented that the associate walked Ms. [redacted] through using her device and we discussed with her on how she could download Adobe to her tablet however we cannot support a third party application. Ms. [redacted] left with tablet. On July 25, 2014 she called into our care center because she did not see the credit for her original tablet on her credit card statement; we advised that it takes 3-5 days for credits to apply back to the account.
We spoke with Ms. [redacted] over the phone in our care center on August 8, 2014 about an issue with her U.S. Cellular phone, at no time on that call did she mention she was unhappy with the tablet or that she wanted to or was unable to return it. Then on August 11, 2014 we spoke with Ms. [redacted] over the phone with a resolution to her previous phone issue, again Ms. [redacted] did not mention any issue with her tablet or any issue with returning it. Again on August 18, 2014 Ms. [redacted] called into our care center to report she had slow data speeds on her phone, at that time again she did not mention she was having an issue with her tablet functions or returning the device.
On August 20, 2014 Ms. [redacted] called into our care center to discuss charges on her bill. She was upset that she was billed for a data package for the tablet she purchased stating that she wanted the Wi-Fi only data package which is the reason she paid for the device in full in the store, we then refunded these charges for Ms. [redacted]. At no time during the call did she mention she was unhappy with the device or that she wanted to return it.
On August 22, 2014 Ms. [redacted] called in and wanted to return her tablet stating it does not have the functionality she needs and she only wants to return it to the store manager who was on vacation. We advised that we do not have a way to reach the store manager while on vacation and that we would not apply any credit for a return over the phone. Ms. [redacted] was unhappy with that answer and disconnected the call. Two hours later she called back requesting to refunded for her tablet or she would cancel her cell phone account; she stated that tablet did not fit her needs and that she tried to return the tablet within 15 days and the store refused to take it back. At that time our Customer Relations Associate contacted the store. The store manager states that Ms. [redacted] tried to return the device more than 30 days after purchase date stating that she was sold a device that didn't work. The store manager also started that she came into the store several times and that the store rep Justin assisted her using her device and products on the device. Ms. [redacted] then became loud in store when the sales manager refused to refund her tablet as she was outside of the 15 day service guarantee. The customer then requested the store manager, who was out of the store on vacation. At that time Ms. [redacted] request to have her tablet purchase refunded was escalated to the Area Sales Manager [redacted] who also declined to refund the table as it was beyond the 15 day guarantee we offer.
As I stated above Ms.[redacted] purchased her tablet on July 23, 2014 she had until August 6, 2014 to use the device and determine if it fit her needs. Our sales representatives do their best to do a needs assessment for our customers to match them to the best device however we cannot possibly know everything a customer will want to do with their device. This is why we offer a 15 day service and sales guarantee if at any time from July 23rd through August 6th we would have been [redacted] to take the tablet back and give her a full refund. As I detailed in the interactions we had with Ms. [redacted] there was no attempt to return the tablet during her guaranteed time period.
On August 26, 2014 Ms. [redacted] called our care center and escalated to our highest tier of escalation. Ms. [redacted] stated to our advanced escalations team that she was told her tablet would have adobe capability and it does not, she then stated that she would have returned the device within the 15 days if she would have known that Adobe would not work on her tablet. After speaking with the sales, store and area managers our Escalation Associate determined that we worked with Ms. [redacted] and provided as much information we have available on Adobe flash and how she could purchase the pull version from Microsoft, we again advised her that it was a third party application and we cannot guarantee it will work on her device. Again Ms. [redacted] was advised that since she did not return the device during her 15 days Sales Guarantee that we would not provide her with a refund.
Ms. [redacted] has the option to sale her tablet to recover some of the money she spent. We regret that we cannot provide Ms. [redacted] with the resolution she is looking for as she did not attempt to return her device within her guaranteed time. We respectfully ask that since we have discussed our resolution with Ms. [redacted] and the resolution has not changed that this case be closed and considered resolved.
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

December 31, 2015

Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
                                        ...⇄
Re: Complaint Number: [redacted]
Customer’s Name: Noelle [redacted]
U.S. Cellular Account Number: [redacted]

Thank you for getting back in touch with us. I would like to take this opportunity to apologize for any additional frustration this situation has caused. It is never our intent to make life more difficult for our customer but rather quite the contrary.

The time frame needed to return money to a credit/debit card is not solely dependent on U.S. Cellular®. When payment is to be returned against a credit/debit card there are other factors that go into place such as credit card processors redirecting the credit, the banks acceptance of the request, the processor letting us know the request has been accepted/denied, then actually sending the fund to the bank. It’s not just a cut and dry matter of returning funds to an account. The request was processed on the 28th of December and if the funds have not been returned as of yet they should be very soon.

During this matter we have worked closely with our Payment Control team for the information provided. Our records indicate the payment made for the 23rd was not completed as part of an automatic payment. Due to the shortage of notes on the account for that day the best conclusion we can arrive to is it was made through the automated phone system. We do not have any additional information regarding this payment. The only steps what would prompt us to process a payment would be an automatic payment or someone manually making a payment.

Again, I would like to apologize on behalf of U.S. Cellular for any stress Noelle experienced caused by this situation. If at any time Noelle has any additional questions or concerns, our hope is there is no hesitation to contact the Customer Service Team with U.S. Cellular® by dialing 611 from a U.S. Cellular mobile phone or by dialing 888-944-9400 from a land line. Customer Service is available seven days a week, between the hours of 5:00am and 11:00pm Central Standard Time, and will be glad to assist you.    


Sincerely,


Thom D.
Customer Resolution Tell us why here...

February 19, 2016

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Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
                                       
Re: Complaint Number: [redacted]
Customer’s Name: [redacted]
U.S. Cellular Account Number: [redacted]
Account owner: [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 the account owner began service with us after coming from [redacted] with the expectation that they would have a no contract plan and U.S. Cellular would pay the early termination fees incurred from [redacted] as a result of leaving them. He is requesting that we compromise with the early termination fees that he has since incurred from U.S. Cellular in the amount of $657.08 plus taxes.

We certainly want to apologize for the frustration that the account owner or Mr. [redacted] has had to deal with so far in this matter. We also want to apologize for any confusion that may have been a result of the retail interaction that took place between Mr. [redacted], the account owner and our retail associate.

I have reviewed the account and will gladly provide the following information.  Mr. [redacted] states that the account owner was advised that we could not pay the early termination fees from [redacted] as the documentation provided did not contain the correct information for the fees charged. This situation is not uncommon and is resolved by the account owner contacting the previous provider and requesting the exact documentation needed. Mr. [redacted], by his own admission, became very agitated at this news and he and the account owner chose to return to [redacted] at that time for cellular service. There is no documentation on the account in which Mr. [redacted] or the account owner tried to reach us for further resolution. We would have gladly honored our commitment to pay any fees incurred to Mr. [redacted] from [redacted] once the proper documentation could have been provided.

The account owner contacted us on November 2nd and was advised that if they were to cancel service with us she would incur early termination fees. She then chose to move service to [redacted] that same day.

I regret that Mr. [redacted] or the account owner had a negative experience in our store when they began service with us. The account owner did leave our premises on September 18th with a signed contract in hand that clearly explains terms and conditions if the contract is broken. Those terms and conditions are clear that early termination fees would be incurred if the contract is not adhered to.

The current balance showing on this account is $760.86 of which $700.86 is the early termination fees from the 2 lines of service. The remaining amount of $60.00 is for service and late fees from October 20 to November 2nd at which time service was discontinued from the account owner.

Mr. [redacted] is requesting that we compromise and possibly credit the fees for disconnection. At this time we cannot honor this request as the account owner knowingly broke the conditions of the contract with the knowledge that these fees would be incurred as of November 2nd. I would suggest that the account owner may want to inquire to their new provider if these fees would be covered as a result of their move.

                                        ...⇄

Should Mr. [redacted] or the account owner have additional questions, they may contact our Customer Service Department at ([redacted].


Sincerely,

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

Initial Business Response /* (1000, 10, 2014/05/17) */
[redacted] 17, 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 complaint listed above received [redacted] 16, 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 moved outside of the U.S. Cellular's service area and is currently roaming. He goes on to say U.S. Cellular is unable to guarantee service or provide any local stores. Mr. [redacted] states he is unable to change his address to receive his bill statement. Mr. [redacted] desired resolution is to cancel and have the Early Termination Fee waived since U.S. Cellular chooses not to cover the location he has moved to.
Ms. [redacted] I regret any frustration or inconvenience this situation has caused Mr. [redacted]. I understand Mr. [redacted]'s concerns in moving outside of the U.S. Cellular network and continually roaming. Mr. [redacted] feels he is not getting the service that he signed up for due to being throttled after 200 megabytes and experiencing dropped calls. Ms. [redacted] as Mr. [redacted] mentioned we do not guarantee service outside of our network as Mr. [redacted] would be roaming off of other carriers towers.
In regards to Mr. [redacted] changing his address please apologizes to him for any misunderstanding or frustration this situation has caused. We can in fact can change the billing address so Mr. [redacted] can receive his final billing statement. Please have Mr. [redacted] call our Customer Service Department to change his billing address in order to receive his final billing statement. I will be sure to memo his account to ensure there are no further misunderstandings.
Ms. [redacted] I am disappointed to say we are unable to remove the Early Termination Fee as Mr. [redacted] agreed to use his device in our network for a full 24 months when he originally signed up for service with us. However, we do offer a Change of Ownership that will allow Mr. [redacted] to sign his contract over to a friend or family member that is still in our network and that is willing to complete the rest of his contract time. At this time, Mr. [redacted] has in fact canceled his account therefore the Early Termination Fee would apply. The Termination fee starts out for $350.00 and is prorated based on how much contract time is left. The Early Termination Fee has been reduced to $273.26.
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 years of service with U.S. Cellular(r) and I appreciate the opportunity to address his 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

Complaint: [redacted]
I am rejecting this response because US Cellular did not make good faith effort to notify us that the account was still open. We have no record of a phone call/voice message. Please clarify which line you called to speak with as well as date/time.
You may say that you sent invoices, but they were not received, therefore, we do not believe you. 
Your employee in store, as aforementioned, gave us incorrect information. You have mishandled this from the beginning
Sincerely,
[redacted]

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

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint. In her complaint, Ms. [redacted] stated that she received a bill for $183.99 after cancelling her account and paying the remaining balance on the account on October 22, 2014. Ms. [redacted] states that she called and was told that U.S. Cellular would "straighten out" her account. Ms. [redacted] states that she received a letter on February 1, 2015 stating that her account had been cancelled for nonpayment. Lastly, Ms. [redacted] states that her account has been turned over to a collection agency at this time. Ms. [redacted] states that her desired resolution is to have all charges owed waived and to have her account removed from the collection agency. She stated she wants written proof that this has taken place and that her credit history is undamaged by the incident.
I am sorry to hear that Ms. [redacted] has had so many problems related to the cancellation of her account. We always want to make sure that our customers are only billed for services or fees that are accurate and if there is an error, we will do everything in our power to correct it. I apologize for any inconvenience that Ms. [redacted] has experienced in this matter. I appreciate the opportunity to assist in resolving her concerns.
Ms. [redacted] was billed an Early Termination Fee once her account was cancelled. This is why she received a final bill in the amount of $183.99. The reason this fee was billed is because on [redacted] 31, 2014 we offered to allow Ms. [redacted] to upgrade her line early and get a new phone for free because her phone was lost and there was a delay in our response to her emails about the lost phone. On June 5, 2014 when Ms. [redacted] was in the store we did advise her that the upgrade and new phone would require a new contract. Our Customer Relations team offered to provide a used phone with no contract, but this was declined. On October 22, 2014, Ms. [redacted] called in to once again dispute the contract on her line and was told by a supervisor that we would allow her to cancel her service without an Early Termination fee. Ms. [redacted]' service was cancelled on October 27, 2014.
On December 9, 2014, Ms. [redacted] called in about the Early Termination Fee that she was billed. Our Customer Service associate that Ms. [redacted] spoke with noted that once Ms. [redacted] was advised that the balance was due to an Early Termination Fee, she ended the call. We did not have the opportunity to address the balance or make any needed adjustments at that time before Ms. [redacted] ended the call.
In her complaint, Ms. [redacted] states that she continued to receive bills for her cancelled account. The non-pay cancellation notice that was sent to Ms. [redacted] was sent in error. Her account was cancelled in full on October 27, 2014. There were not any additional charges made on the account, the statements that we mailed to Ms. [redacted] on January 26, 2015, February 26, 2015 and March 26, 2015 all reflected the same balance of $183.99 for the Early Termination Fee.
Even though we continued to send statements for the balance on the account for three more months, we did not receive any more calls from Ms. [redacted] until April 30, 2015 after her account had been sent to a collection agency. It is important to note that once an account is sent to a collection agency, it is owned by that agency. We are not legally allowed to access the account, make any changes to the balance or share any information on the account once the collection agency has the account. When Ms. [redacted] called in we advised her that she would need to dispute the balance with the collection agency as this is the normal procedure to address any account balances that are in question.
We have reviewed Ms. [redacted]' complaint and the circumstances surrounding the issue. Because we did offer to waive the Early Termination Fee in our conversation with Ms. [redacted] on October 22, 2015, I have applied the needed credits to her account to bring it to a zero balance. The collection agency has also been sent notification to remove Ms. [redacted]' account from their system. Ms. [redacted] will receive a revised final bill from us that reflects the credits I have applied and to show that her account now has a zero balance. U.S. Cellular is not able to send a letter stating that her account is no longer with the collection agency. In order to get that documentation Ms. [redacted] would need to contact the agency directly and they will be able to provide her with the needed documentation. Again I apologize for any inconvenience that Ms. [redacted] has experienced in relation to this issue. I hope that this resolves Ms. [redacted]' concerns about her cancelled account.
Should Ms. [redacted] have additional questions, she is welcome contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 17, 2015/05/21) */
US Cellular has rescinded the charges For which I am very grateful to the Revdex.com for, you were able to get them to do what I have been asking all along, look at their notes and act accordingly. That part is resolved. I am still attempting to find out if this has impacted my credit score. The collection agency, Diversified Adjustment Service, Inc., will not speak to me as they say the case is closed and US Cellular continues to defer to them stating that they are the only ones that would have that information.
Final Business Response /* (4000, 19, 2015/05/26) */
[redacted] 26, 2015
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]' rebuttal to our previous response. In her rebuttal Ms. [redacted] states that she is still trying to determine if her credit score is impacted by the issues with her account. She states that U.S. Cellular has referred her to the collection agency and that the collection agency will not speak with her because the case is closed.
I am sorry to hear that Ms. [redacted] is still having problems related to this issue. I certainly understand how frustrating it must be if she is having trouble getting the information she is looking for. I appreciate the opportunity to assist further in this matter.
Ms. [redacted] called in on [redacted] 12, 2015 and was advised by our Financial Services Department that we notified the collection agency to close the case because it was placed in error. Our Financial Services Department also advised Ms. [redacted] that since the account was sent to an outside collection agency in error, that there would be no negative impact on her credit score.
Since the case related to Ms. [redacted]' U.S. Cellular account is closed, the collection agency should have sent a letter confirming that the case is closed and that her credit score is not impacted. If Ms. [redacted] did not receive this letter of confirmation, she would need to contact the collection agency directly to request that letter. Another option would be for Ms. [redacted] to check her credit report to see if her U.S. Cellular account appears on it. If her U.S. Cellular account is on the credit report, Ms. [redacted] would need to contact the collection agency to request that it be removed. U.S. Cellular is not able to provide this documentation because the collection agency is the entity that reports to the credit bureau.
At this time, U.S. Cellular has done everything possible to resolve this issue for Ms. [redacted]. We have credited back fees that were billed in error and we have notified the collection agency that the account was placed with them in error and had the case closed. We have advised her that any further documentation relating to her credit score would need to come from the collection agency as they are the entity that reports to the credit bureau. I hope that this resolves all of Ms. [redacted]' concerns. At this time we respectfully request that the case be closed.
Should Ms. [redacted] have additional questions, she is welcome contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/04/25) */
April 25, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

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

[redacted]
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We have received Ms. [redacted] complaint in which she describes that her phone was stolen March 18, 2014. She states that she immediately reported the phone stolen to the local authorities. Ms.[redacted] then states that she contacted U.S. Cellular on March 19, 2014 to inquire about a replacement phone. She states that she was advised that the closest phone type to the one that was stolen is the ZTE Director and that it would cost $49.99 plus tax. She also states that at that point she was directed to visit the store to process the order for her replacement phone. Upon visiting the store, Ms.[redacted] states that she was advised that the ZTE Director phone could not be activated on her account as it was not available for the Lifeline account she has, even though she already had a phone similar to it activated. She further states that she was offered to activate a basic phone that cost more than the $49.99 phone she was told that she could purchase because she was not eligible for an upgrade for the discount. Ms.[redacted] continues by stating that she has not received any follow up and has been without her phone since March 19, 2014. The desired resolution that Ms.[redacted] is requesting is that U.S. Cellular honor what she was advised and that she be allowed to purchase and activate the $49.99 plus tax phone that she was advised of.
Ms.[redacted], I know how important it is to have a phone available to be able to stay in touch with family, friends, and other important contacts. I am so sorry to hear that Ms. [redacted] phone was stolen from her. Cell phones have become our lifeline and I can imagine how Ms.[redacted] may have felt when it was taken from her. I am also regretful that this ordeal has drawn out to be a month long process for her. We never want our customers to be without their phones and I regret that we have not yet been able to resolve this matter for her. In response to Ms. [redacted] complaint, I am more than happy to review her account and address this matter.
In review, I show that Ms.[redacted] started her account with us on March 12, 2012. Since the start of her account, Ms.[redacted] has been enrolled in our Lifeline Prepaid plan. This plan includes 700 Anytime Minutes, Unlimited Incoming Minutes, and Unlimited Nights & Weekend calling beginning at 9:00 PM to 5:59 AM. Ms.[redacted] also has Unlimited Text and Picture Messages as an additional service. In this plan there is no data included. As a prepaid customer, Ms. [redacted] account is eligible for a new phone every 12 months. As of August 19, 2013, the phone that has been active on Ms. [redacted] account is the LG Optimus phone. This phone is a smartphone.
In review of the account, I show that it is documented that Ms.[redacted] contacted us by phone on March 19, 2014. Our notations show that Ms.[redacted] reached the Postpaid Customer Service Department and inquired if her account had insurance as her phone had been stolen. Since Ms.[redacted] has a prepaid account, she was then connected to our Prepaid Department to gain the information that she requested. Upon being connected to our Prepaid Department, Ms.[redacted] was advised that her line did not have insurance. It is documented that Ms.[redacted] was advised that her line was eligible for an upgrade and that the ZTE Director would cost her $49.99 plus tax.
Our next interaction with Ms.[redacted] is documented to take place on March 28, 2014. It is noted that the previous offer that Ms.[redacted] was provided for the ZTE Director at $49.99 plus tax was invalid for the type of account she has and that smartphones cannot be activated on this type of plan. It is also documented that we apologized for the misinformation that was provided in our previous conversation with her. It is also documented that Ms.[redacted] did currently have a smartphone on her account and that it was put there in error.
Ms.[redacted], I regret to inform that Ms.[redacted] was initially given invalid information on March 19, 2014. I have forwarded this information to our Leadership Team to address this matter and have feedback provided. For the misinformation provided to Ms.[redacted], I sincerely apologize. To clear this up, I would like to clarify. As it stands, all smartphones require a data plan to be active on the account at all times. This is required as smartphones continually use data services to ensure that they remain up to date and function properly. The current phone active on Ms. [redacted] account, the LG Optimus, should not have been placed on her account as it requires a data plan; and her current plan does not include data. It was an error on our end that this was allowed to begin with. Because of this, Ms.[redacted] was allowed to continue to use her phone even without a data plan.
However, since the account requires a change, it is required of us to correct our issue. Ms.[redacted] has been advised of the correct information since her initial request. Regrettably she is not yet eligible for a new phone at promotional pricing as she has not yet completed a full year in the current phone. Additionally, if she decides to remain on her current Lifeline Prepaid plan, we will not be able to update a smartphone to the account and Ms.[redacted] will need to choose a traditional phone type in order to activate it.
Since Ms.[redacted] is not yet eligible for an upgraded device, she will be subject to paying the full retail value of a new phone. If Ms.[redacted] has a used traditional phone that she may have used in the past or from a friend of family member, she may feel free to contact us to activate it.
Ms.[redacted], I regret that I was unable to meet Ms. [redacted] desire resolution and that she was initially misinformed. I hope that the information I have provided is found to be helpful in explaining our position on this matter. If Ms.[redacted] should have additional questions, she may contact our Customer Service Department at [redacted]
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2014/03/28) */
March 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]' complaint regarding the amount owed on his closed account. I am [redacted] to research his account so that I [redacted] address this issue.
Ms.[redacted] first let me say to Mr. [redacted] how truly sorry I am for the issue he experienced when he tried to upgrade to a smartphone. We have experienced some issues since we converted to our new billing system. I know that does not diminish Mr. [redacted]' frustration, I simply wanted to explain what created the stuck order, which was the reason he was not able to activate his new smart phone.
I see that on March 26, 2014 our Office of the President adjusted Mr. [redacted]' account for the Early Termination Fee that was charged in error and all charges for service up to the date of December 5, 2013. Upon further research I have found that Mr. [redacted] was charged the total balance in error. The account now has a $0.00 balance, and the collection agency has been informed this was an error on our part. Any negative credit information has been removed. I hope this clears up any confusion regarding the account balance and we regret any undue stress this matter has caused.
Please let Mr. [redacted]' know again, we are saddened by the unfortunate series of events that ultimately caused him to cancel his account, however we have completed our conversion and business has gotten back to what he was accustomed to and we would love to have him come back as a customer if his wireless needs ever change.
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