US Cellular

Initial Business Response /* (1000, 10, 2014/04/18) */
Dear Ms. [redacted]
Please see our attached response as a PDF file. Please also know that we responded to this complaint in a duplicate Revdex.com Case [redacted]
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/07/23) */
July 23, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

Number:[redacted]
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] complaint regarding the deductibles for replacing stolen phones under our Device Protection program, and I welcome the opportunity to address this for her. Ms.[redacted] desires to have the phones replaced without paying the deductibles, and to have an offer for a free iPad honored.
I completely understand and appreciate Ms. [redacted] concerns about having to pay the deductibles, and I deeply regret that she felt mistreated by any of our associates. The deductibles are necessary to help us keep costs of new devices as low as possible. Additionally, the deductibles are several hundred dollars less than the full retail prices of the phones. Without Device Protection, Ms.[redacted] would have to pay full retail prices for new phones, so by taking advantage of Device Protection, she is saving hundreds of dollars. I have also thoroughly reviewed all of the notes on the account, and there is no mention of an offer for a free iPad. While we are extremely sympathetic to Ms. [redacted] situation, we are unable to provide her with any free devices under these circumstances.
Ms. [redacted] I genuinely hope that this addresses all of Ms. [redacted] immediate concerns. If she has any additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 13, 2014/08/25) */
August 14, 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 Number:...

XXX-XXX-XXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] correspondence stating that over the last 4 months she has had bills with large amounts due. She said that in the month of [redacted], she received a bill and there was no past due balance showing. Then on her June 9th statement she had a past due balance of $792.71, and has called in on several occasions about her bill, which is now $1120.83. I am [redacted] to review Ms. [redacted] account to provided additional information that she [redacted] find helpful.

A payment of $285.78 was made on [redacted] 2, 2014 , which took care of the March bill due, then on [redacted] 15, 2014 a bill for $332.66 came out , and no payment was made, then a bill for $460.05, which had restoral fees; came out on June 1st, and no payment was made for that bill either. By no payments being made; the balance due became $813.05.
On June 11, 2014 a bill for $320.20 came out, which in turn the balance due became $1,112.91. On June 29, a payment of $315.00 was made which lowered the balance due to $797.91. On July 10th a b ill for $322.92 came out, which then the balance due became $1,125.83. On July 14th a payment of $50.83 was made, which reduced to balance to $1,075.00, another payment of $250.88 was made and further reduced the balance due to $824.12. On August 9th a bill in the amount of $375.58 came out, which had a $45.00 data overage charge on it; the total balance due became $1023.70.
A review of Ms. [redacted] account shows that since her letter to us; she has spoken with our Financial Service Department and made arrangement to pay her bill. I trust that the information above has been helpful.
Should Ms. [redacted] have additional questions regarding this correspondence, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2015/09/19) */
September 19, 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 number. We are in receipt of Ms. [redacted]'s complaint stating that when she started service she agreed to the contract because she was told she would get six gigabytes of data and unlimited text for $110.00 per month, but her first bill was over $200.00. She stated that we took away three gigabytes of her data to get her a lower bill. She stated that she was advised that she wasn't using any more than one gigabyte of data each month, but for the past two months she has been going over on her data and being charged overage. She states that we refuse to help her unless she goes into store, which is a good distance from where she is located. The desired resolution she is seeking is for us to provide her with the six gigabytes for $110.00 per month.
I would first like to apologize to Ms. [redacted] for all the trouble she has experienced with her billing over the past few months. I understand that in this day in time every penny counts. We never intended for Ms. [redacted] to feel as if she was being misled. I will be [redacted] to review her account and provide additional information.
Our documents show that on March 3, 2015 Ms. [redacted] called in wanted to add a hotspot and a home phone to her account. Upon speaking with our Telesales Department she ordered a router with voice service attached to it. We were going to use some of her belief points to waive the cost of the device and the device activation fee on the account. There was an issue with that order which on March 5, 2015 we had to recreate the order for the products she was seeking.
On March 10, 2015 Ms. [redacted] called in to see why the rebate form was not sent with her package. We advised that she could either go into store and pick up the form or print it out from our website. She stated that the store was a bit of a distance and didn't have a printer and wanted to cancel the device. Upon speaking with our Solutions Consultants they agreed to credit the account $50.00 once the device had been activated since she did not get the rebate form from us. On March 12, 2015 she contacted us to activate the home phone and router service. At that time we had already changed the plan to our six gigabyte shared connect plan. During the date of the activation for the home phone and router Ms. [redacted] experienced multiple issues with porting in her number to us as well as not being able to get connected to the internet. Due to the issues she wanted to upgrade her phone to a Blackberry that we didn't offer and she didn't like any of the other phones that we offered. As a result she wanted to cancel the service. She spoke back with our Solutions Consultants and we provided her with general information about different phones that we offered and the cost of the phones, no actions were taken at this time.
On March 13, 2015 she contacted our Porting Department to check on the status of her ported number and we were able to successfully get everything updated. She also wanted to see about upgrading her line again and we partnered her back up with our Telesales Department. We advised her that there would be a $40.00 device activation fee that she did not agree with and wanted to cancel. We partnered her with our Solutions Consultants who agreed to waive the device activation fee due to all the hassle she had experienced over the past few days and her phone was ordered the same day.
On March 19, 2015 she called the see about her rebate credit and she was informed multiple times that they could not find any documentation support that. Upon speaking with a supervisor the credit was applied to the account. But it was applied to the current balance not the past due charges on the account. Since it was not posted to the past due balance and she had a broken payment arrangement due to this another supervisor applied another $50.00 credit to the correct balance. Therefore, for a $50.00 rebate that she was promised on March 10, 2015 she got $100.00 in credit for a rebate.
On March 20, 2015 she called to check the status of her phone order and we provided her with an update. She called to activate the new phone on March 21, 2015 and she was having problems with some applications on the phone and we transferred her over to Technical Support. On March 22, 2015 she called to see about ordering a case for her phone the case she was seeking to purchase was out of stock. We offered her a different case which she requested that we provide it to her at no cost. We advised we were unable to do that and she wanted to cancel. Upon speaking with our Solutions Consultants they credited $35.00 to the account so she could get the case. We made an outbound call to Ms. [redacted] regarding her order and during the call she stated she was having problems with the router she had from us. We approved an advanced exchange and sent out a replacement device and her phone case for free.
On April 1, 2015 we did a 15 day exchange for the phone she upgraded to on March 13, 2015 to a Moto G. She contacted us on the 3rd of April to activate the new router and her new phone. April 22, 2015 Ms. [redacted] called to see why her billing was so high. We went over the billing and informed her that the balance was updated but no credit were applied, which resulted in Ms. [redacted] having to call back in on June 2, 2015 to get the credits applied. On [redacted] 20, 2015 she called to see about her billing. At that time is when her data plan was changed down to a 3 gigabyte data plan. She made two calls to us on June 2nd. The first call was in regard to the above credit that should have been applied on April 22, 2015, but the second call was in regards to a text message she got from us. During the second call she stated she was looking into different providers and we transferred her over to our Solutions consultants. They offered her 3 gigabytes of data, the cellphone, home phone, and a 30% discount for $105.00 plus tax per month which she accepted.
She contacted us on June 30, 2015 due to having problems with her router. We offered to replace the phone without the replacement fee. The new device was activated on July 20, 2015. On August 22, 2015 she called in due to text messages she had received about her data. We advised her that she was over by $105.00 and in order to check the validity of the data and make sure that not a problem with the phone that she could take the phone to the store and add on data caps to the account, which she declined. On September 15, 2015 she contacted our Social Media Team and requested for us to do a diagnostic over the phone, but we didn't.
Upon review of the account it shows that for the past two months she did go over on the 3 gigabytes of data. Based off previous internet usage before she switched to a 4g LTE device she was using under 1 gigabyte of data. She previously had a Blackberry, but once she changed over to the Imperial and the Moto G her usage has picked each month.
We have reviewed Ms. [redacted]'s complaint and we will be willing to move the data back up to the 6 gigabyte plan as she originally had and rerate the last two bills on the account. If we do that since her data overages were $105.00 on the August 8, 2015 bill she would still owe data overages unless she took the phone into store to have us connect it to our diagnostic tool. Unfortunately, we cannot do a diagnostic over the phone. Otherwise she is taking responsibility of the remaining data overages. With that being the case the total adjustment that would be applied to that bill would be $38.00 and any applicable taxes. As for the September 8, 2015 bill we would take care of complete overage since it would have still been less than 6 gigabytes of data. If we change the account to the 6gigabyte plan with the current 30% discount, her cell phone, home phone, and lifeline discount her bill would run $98.50 plus tax. The breakdown is provided below:
$60.00 (6 gigabyte data plan) - $18.00 (30% discount)= $42.00
$40.00 (smartphone)- $13.50 (lifeline discount)= 26.50
$30.00 (home phone/ router)
Total: $98.50
If Ms. [redacted] would like to get this changed we can do this for her. She can either reply back to this complaint or contact Customer Service. But since her billing cycle starts over on the 8th of the month she will experience some proration on the next bill that will not be credited. If she waits to closer to the cycle date the less the proration charges will be.
Should Ms. [redacted] have any additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I except the plan but not the rebate as US Cellular stated in March I was to get 6 GB and [redacted] the lowered it to 3GB they broke their agreement . So for 4 months they owe me a total of 12 GB of data. Which is $180 by their rates. I will except the new plan for $98.50 a month and a credit of the $180 to my bill. That would be the amount of data they did not provide me threw the plan I was origanally quoted. Which would make my August bill $20.05 not $202.05
Final Consumer Response /* (4200, 16, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still believe if they can charge $15 for every 1 GB that if they fail to honor an agreement you should be untitled to the same. And I was denied 12 GB in a 4 month span. But that's how these companies work. It would have cost me $180 but they do not pay when they neglect to give you the agreed upon plan. But that's what social media is for!
Final Business Response /* (4000, 14, 2015/09/23) */
September 23, 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 number. We are in receipt of Ms. [redacted]'s rebuttal stating that she accepts the plan change offered for the 6 gigabytes of data for $98.50 plus tax. But she is stating that since she was lowered down to three gigabytes that we owe her 12 gigabytes for the past four months and a credit of $180.00 on the account.
I will be more than [redacted] to address Ms. [redacted] concerns regarding the credit that she feels that she is owed and to make the plan changes on the account. I am sorry for any frustration this matter has caused her over the past few months.
I have changed the plan as I mentioned in the previous complaint. As of today Ms. [redacted] has a full six gigabytes of data to last her for the remainder of the billing cycle. When her cycle starts over on the 8th of the month she will then have another full 6 gigabytes of data. Instead of just crediting $83.00 as mentioned based off the rerate in my previous correspondence I went ahead and wiped the full overage that she encountered completely clean due to us lowering the data plan. That was $105.00 on the 08/08/15 bill and $45.00 on the 09/08/2015 bill. As far as for the cycle she is in currently she wasn't over on the three gigabytes; therefore, there will be no need for any adjustments on the next bill. All overages over the six gigabytes from this point going forward will be Ms. [redacted]'s responsibility to pay unless there is a confirmed issue with the phone. The only way we would be able to confirm that it is an issue with the phone is if Ms. [redacted] takes her phone into store.
As far as a credit that she is seeking for $180.00 we do not owe that to Ms. [redacted]. For the three gigabyte plan before any discount it is $50.00 and for the six gigabytes plan it is $60.00 before any discount are applied. That is a $10.00 per more per month. Therefore, if I were to go back to that time frame she would owe us $40.00 more. So instead of charging her anything additional I went ahead and wiped all the data overages clean. At this time with both the adjustments being applied that is leaving a balance of $199.10 on the account and of that balance $97.10 is past due. The remaining portion of $102.05 isn't due until 10/3/2015. I would recommend Ms. [redacted] to make a payment on her account as soon as possible to avoid interruption in her service. If she isn't able to make payment I would recommend that she reaches out to our Financial Services Department by dialing (XXX) XXX-XXXX. They are available Monday-Friday 6am to 10pm and Saturday 8am to 7pm, Central Standard Time. If the account gets suspended for non-payment Ms. [redacted] responsibility to pay the restore from suspend fees of $25.00 per line. No adjustments will be applied for that.
We have reviewed Ms. [redacted]'s complaint and changed the plan to the six gigabyte data plan for $98.50 plus tax per month. We have also wiped out all data overages that were charged due to us lowering the data plan down to the three gigabytes. With all the adjustments being applied that is still leaving a balance on the account of $199.10 with a past due balance of $97.10.
Should Ms. [redacted] have any additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)

Initial Business Response /* (1000, 10, 2015/04/15) */
April 15, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

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

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint stating that she has been charged $150.00 for data overages after she requested a blocked to be placed on the device in July of 2014. She states that when she called in they informed her that a block was never placed on the account. She also mentioned that when she purchased the device the sales agent guaranteed that the block was on the account. She states that she has been receiving different answers regarding the block each time she goes into store and when she calls into Customer Service. Ms. [redacted] says that each time she has contacted us we tell her that we cannot do anything about the data overages on the account. The resolution Ms. [redacted] is seeking is for us to remove the $150.00 off of the account.
Ms.[redacted] I want to express my sincere apologies to Ms. [redacted] for any frustration or inconvenience she has been put through while dealing with this matter. We certainly never intended for Ms. [redacted] to have to go through this problem with the hotspot and the data overages on the account. I will be more than [redacted] to review the account and see what other information I can find out.
Upon review of the account it shows that Ms. [redacted] has been a customer of our since 2004. It shows that the hotspot was added to the account on February 17, 2014. When it was added to the account it shows that she selected 2 gigabytes of data on the account and there were multiple orders that were placed that day. There was one order to activate the hotspot on the account and to select the plan that it needed and the second order that was placed on the account was to set a data cap limit of 2 gigabytes on the account. It is also documented on February 17, 2014 by the agent that assisted Ms. [redacted] is establishing the line of the plan she selected and that the data cap feature was added as well. It shows that during the second order interaction we failed to add on the additional feature to the line that would charge Ms. [redacted] monthly. Therefore, she has been receiving this service for free that has been working properly until recently. Ms. [redacted] should have been charged $2.99 monthly for the data cap feature on the account for the last year. It shows the last time the data caps worked for the hotspot was on January 21, 2015 when it capped the data but it uncapped the data on February 11, 2015, which would have been a day before the cycle started over. The caps shouldn't uncap until the day the data starts over. It shows that the data that is being disputed on the account is from cycle dates that ran from February 12 to March 11. The data caps should have worked on the account but they did not and because of that I have applied the adjustment of $147.01 on the account which is the difference of what Ms. [redacted] would have paid minus the $2.99 cap had it been added on that bill.
In regards to making the changes in July as Ms. [redacted] reference it shows that when she called in July of 2014 she was calling because she had received an alert on the account about data overages on one of the other phone lines on the account. It was not regarding adding a block on the data for the hotspot. Our documentations show that Ms. [redacted] called on October 17, 2014 regarding the hotspot not having any data. It shows that during that time frame the data hadn't been blocked by the caps yet. It shows that on December 8, 2014 the store agent called in and we adjusted $45.00 in data overages off the hotspot and on March 12, 2015 Ms. [redacted] was back in the store and we removed and re-added the caps back to the account with the $2.99 fee.
On March 19, 2014 Ms. [redacted] went into store again and she was told that the caps were never added to the account. The agent requested for the data overages to be waived off the by submitting a case to the Customer Resolutions Team and the agent informed Ms. [redacted] that if the adjustment was approved it would be as a one-time credit on the account. On March 20, 2015 the case was worked by the Customer Resolutions Department and they saw that the caps were added to the account on February 17, 2014.The also referenced where the customer was given credits in the past for data overages and other issue on the account and denied the adjustment due to Ms. [redacted] being told multiple times in the past how to manage the data on the account. However, it doesn't show that we checked to see if the caps were working properly before denying the adjustment on the account. As of March 26, 2015 Ms. [redacted] changed the whole account over to the new Shared Data plan to share 12 gigabytes of data and the data cap feature was added to the account the hotspot has a cap limit of 1.95 gigabytes set. It shows that on April 9, 2015 Ms. [redacted] called in wondering why the hotspot went over on the data. The agent told Ms. [redacted] that the caps were not added to the account and offered to add them on and Ms. [redacted] disconnected the call and no changes were made.
Unfortunately, the information that Ms. [redacted] was given on April 9, 2015 was incorrect. The data caps were added to the whole account when we changed the plan on March 26, 2015 and even well before this time frame for the hotspot. I do apologize about the misinformation that Ms. [redacted] was given. Upon review of the account I can certainly see where Ms. [redacted] has been given different answers each time she has called in or gone into one of our store locations. I would like for Ms. [redacted] to understand how the caps work on the account. They are not designed to stop all data overages on the account they are designed to minimize the amount of data overages that can be allowed on the account. Although she has a data cap limit of 1.95 gigabytes for the hotspot the data that gets reported to us is delayed. Therefore, the hotspot still has the ability to go over the allotted amount given. If the user of the hotspot is in the middle of a data session we will not turn the data off when it hits the 1.95 gigabyte limit due to the delay. I am not sure if this was explained to Ms. [redacted] in store when she changed the plan and actually added the caps on or not. However, at this time I am explaining how the caps work on the account. Therefore, if there is any data overages that appear in the future the charge would be valid unless the data caps did not work for that cycle.
We have reviewed Ms. [redacted]'s complaint and we have found that the data cap feature was added when the hotspot was added. It shows that the caps had been working up until the point Ms. [redacted] was charged the $150.00 in overages on the account. Regrettably, it does show that on multiple occasions that she was told different information regarding if she did or didn't have the feature on the account. I have applied an adjustment of $147.01 towards the data overages. That is the amount minus the $2.99 she would have been charged for the caps. The balance is now $200.24 with $131.19 that is past due on the account. I would recommend Ms. [redacted] contacting our Financial Services Department to see what options are available for payment arrangements, if she needs them. They can be reached by dialing (XXX) XXX-XXXX. They are available Monday-Friday 6am to 10pm, Saturday 8am to 7pm, and closed Sunday, Central Standard Time.
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 Consumer Rebuttal /* (3000, 12, 2015/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason at this time I do not accept that. Is my bill prior to this response WAS the amount stated.I paid the bill except for a $52 balance that is due Wednesday April 22. So according to the statement I WAS NOT credited the $147. So if I see it on my next month statement then I will accept it.
Final Business Response /* (4000, 14, 2015/04/21) */
April 21, 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]
Greeting:
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal stating that the amount of $200.24 was the amount prior to my previous response. She stated she paid everything but $52.00 of the bill that is due on April 22, 2015. Therefore, she does not agree that an adjustment was ever made on the account in the amount of $147.01 and if she sees it on her next month's statement then will accept my response.
Ms.[redacted] I will be more than [redacted] to further review Ms. [redacted]'s account and provide further information as to what the account balance was prior to the adjustment being made on the account.
It shows that the bill that is dated March 12, 2015 was posted to the account on March 19, 2015 in the amount of $478.20 and that is the bill that included the $150.00 in overages that Ms. [redacted] was disputing. It shows that the day the bill was posted to the account Ms. [redacted] billed a Samsung S5 and LG G Pad to the account in the amount of $0.01 each. At that time that then brought the account balance up to $478.22. It shows that while in store she paid $0.01 towards the account and that brought the balance down to $478.21. Also while in store there was a 16 gigabyte memory card and a case that was billed to the account in the amount of $69.04 and that brought the account balance to $547.25. It shows that on April 13, 2015 there were two payments that were made towards the account. One was in the amount of $150.00 and the other in the amount of $50.00 which brought the account balance down to $347.25. When I received the previous Revdex.com on the account on April 15, 2015 that is when I applied the adjustment of $147.01 to the account. Once my adjustment was applied that left the account balance at $200.24, which is the balance that I informed Ms. [redacted] of in my previous response.
On April 15, 2015 after my response was posted Ms. [redacted] contacted our Financial Services department and they informed her that the balance was $200.24 which $131.19 was past due. It shows that Ms. [redacted] made a payment of $80.00 towards the account and set up payment arrangements to pay the other $51.19 on April 22, 2015, which is what she stated in her rebuttal. With the payment arrangement on the account that left an account balance of $120.44 on the account, which consist of the accessories and the past due balance on the account. Since that time frame the bill dated April 12, 2015 was posted to the account on April 18, 2015. This bill was generating during my last reply to the previous Revdex.com. That means the adjustments I applied on April 15, 2015 will not show up on that bill; however, it will appear on the bill dated [redacted] 12, 2015 when I comes out. The credits will show on page three of the bill. Since the new bill has posted to the account that brought the account balance up to $861.12. The new bill on the account did reflect the price plan changes that were made on the account on March 26, 2015. I did review the bill to see if there was anything that shouldn't have been charged on the account, and while I was reviewing the bill I found that the -3706 line was charged an Early Termination Fee of $201.77. After reviewing the account it shows that the line is still an active line on the account and the only thing that happened was the line changed to a different phone on the account. I removed the $201.77 off of the account since it shouldn't have been charged in the first place. But the bill also reflected $15.00 in data overages that Ms. [redacted] was told about when she was in store on March 26, 2015 and an Early Termination Fee was charged for the[redacted] line that was ported out on March 12, 2015 in the amount of $267.00 on the account. This is also the first bill since the plan was changed so she was charged proration charges on the account for changing mid-cycle that would be valid. After removing the charges off the account for the incorrect Early Termination Fee for the -3706 line the new account balance is now $648.71.
We have reviewed Ms. [redacted]'s complaint and I have found that after my previous post was posted she called in and spoke with our Financial Services department which gave her the updated balance before Ms. [redacted] was able to read my reply. She will see that the adjustment was posted to the account when she received the bill that is date [redacted] 12, 2014. I have also applied an additional adjustment on the account for an incorrect Early Termination Fee that was charged for a line that is still active on her account. It shows that she does have a payment arrangement in place to pay $51.19 on tomorrow April 22, 2015 and once that is paid the account balance will then be $597.52 unless she pays more than the amount of the payment arrangement.
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, 2014/03/11) */
March 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. We are in receipt of Ms. [redacted]'s complaint regarding the inconsistency of her bills for the past six months. Ms. [redacted] explained that her due dates have been different the past four months and that she had errors on some of her bills. Ms. Ahem also stated that when she does contact us to discuss her billing that she has to wait twenty to thirty minutes to speak with a Customer Service Representatives.
Ms. [redacted] we are not satisfied in hearing that Ms. [redacted] has been dissatisfied with her recent billing experience. We have upgraded our billing system and this did cause an unexpected billing delay. We sincerely apologize for any confusion or frustration this [redacted] have caused Ms. [redacted].
Ms. [redacted] I have reviewed Ms. [redacted] account and appreciate the opportunity to provide information that I hope [redacted] be helpful. I took a moment to look over the past four bills and the dates that the bill was due and they are as follows: The bill dated November 15th, 2013 for the amount of $242.42 was due on December 9th, 2013. The bill dated December 13th, 2013 for the amount of $265.75 was due on January 2nd, 2014. The bill that was dated January 13th, 2014 was due on February 2nd, 2014 and the last bill due was dated February 15th, for the amount of $373.05 was due on March 7th, 2014. Ms. [redacted] the due dates that the customer is assigned is determined by the bill production date. The customer is allotted approximately 26 days from the time the bill is produced and available for viewing for the balance to be due. It is possible to see a slight range in the bill due date by a few days. Ms. [redacted], I do see that in the past four months that Ms. [redacted]'s due dates have ranged within a seven day period. Ms. [redacted] we agree that a seven day period is more of a range then we anticipated and we very sorry if this caused any frustrations in her budgeting.
Ms. [redacted], I have also reviewed the amounts of Ms. [redacted]'s bills to make sure any billing errors have been corrected. I confirmed that Ms. [redacted] did have a billing error on her -0820 on the bill that was dated February 15th, 2014. This line was billed an additional charge for Device Protection. The additional charge was offset with a $50.00 credit that was applied to Ms. [redacted]'s account when she spoke with us on February 27th, 2014. This bill also contained pro-rations for the line ending in -9936, however; the pro-rations were billed correctly. This line added a $25.00 2GB data plan and Device Protection Plus for a smartphone on January 20th, 2014. The line was charged a pro-rated amount of $15.32 for the 2GB of data from January 20th, 2014 till the end of the bill cycle on February 7th, 2014 and then the full $25.00 charge for the month in advance. The customer was charged $8.99 for Device Protection from January 20th, 2014 until February 7th, 2014 and then $8.99 again for the month in advance as Device Protection charges are not pro-rated.
Ms. [redacted] we understand that since we have updated our billing system that is has caused some inconsistencies in billing dates and we truly apologize for any confusion this has caused. Because of some of the unforeseen errors we have also seen and influx in the amounts of calls placed to our Customer Service Department that has increased the amount of time our customers are on hold. Ms. [redacted] we are constantly reviewing the hold times in order to assure that we have adequate staffing to meet all of our customer's needs and we have seen that call times are returning to normal. We value Ms. [redacted] as a US Cellular Customer and we know her time is valuable.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] J.
Customer Resolution Support
U.S. Cellular