US Cellular

Initial Business Response / [redacted] (1000, 10, 2014/03/14) */ March 14, Revdex.com of Chicago Attention: Ms [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's correspondence regarding the service issues she experienced over the weekendMs [redacted] states in her correspondence that she spent five hours on the phone with our Customer Service Department, and that her calls were disconnectedShe continues to state that she was experiencing dropped calls, and no serviceShe also stated that people were reporting that they called her; however she had no missed callsMs [redacted] was stating that Customer Service was reporting no tower outagesMs [redacted] is requesting that U.SCellular find a better system when customers have issuesShe states that the current system is not acceptableShe also states that U.SCellular needs to notify her about these issues Ms [redacted] I truly apologize for the frustrations Ms [redacted] experienced due to the issued described aboveI know that staying connected to family and friends is importantI am [redacted] to review her request to address her concerns Our records reflect that Ms [redacted] contacted our Customer Service Department March 11, regarding no calls, and dropped callsAt that time, she stated that she had been having difficulties in her area since SaturdayWe attempted to complete troubleshooting steps, and after those steps transferred her call to our Technical Support DepartmentWe spoke to Ms [redacted] later that evening, and connected her with our Technical Support Department due to the difficulties she was experiencingOn March 13, we attempted to contact Ms [redacted] regarding the service issues she was experiencingWe were unable to reach her, and left a voice mail message Ms [redacted] please let Ms [redacted] know that I do understand that frustrations she experienced when trying to use her phoneI have checked our system, and did find that several towers in her area were experiencing difficultiesThese issues were corrected on March 12, I show that Ms [redacted] has been able to use her phone since these issues have been correctedHowever as a courtesy I have issued an adjustment of $to Ms [redacted] 's accountThe adjustment will give Ms [redacted] a new balance on her account of $that was due on March 13, In her correspondence Ms [redacted] asked for better notification that there is a service issueI regret that the only way we can determine there is an error is through our customersI will forward Ms [redacted] 's feedback to our management staff to determine if a better system can be put into placeI hope this information is helpful, and I again apologize for the frustrations this issue has caused Ms [redacted] Should Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Complaint: [redacted] I am rejecting this response because I did not "accept" any offer, and stated that their offer was unacceptable, which US Cellular would be aware of if they actually reviewed the calls as requested again and againI am also rejecting the response because I would still like a full refund in the amount of the remaining balance And, yes, I did receive a statement for $- you are incorrect and have not reviewed the billing historyI am now doubtful of your abilities to do your job accurately The notes on my account are in direct conflict with the multiple conversations that have taken place Also worth noting: no one wants to mention or locate the call I placed to them in November/December OddI would still like a full refund of the remaining balanceI still want someone at US Cellular to take ownership of this issueOnce this complaint is closed without a refund, I will simply call US Cellular every day on my lunch break to ask for a refund Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2014/03/06) */ March 6th, Revdex.com of*icago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re:***mplaint Number: XXXXXXXX Customer's Name: [redacted] U.S.***llular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.S.***llular in reference to the above accountWe are in receipt of Mr***'s complaint regarding contracts, data overage and early termination fees Mr [redacted] states that he purchased a shared data plan from U.S.***llular and that during that process he explained the importance of the data device to him as it was the primary reason he wanted to get the packageMr [redacted] also states that it took three trips to the store and three hours spent in the store and numerous hours of wait time over the phone to get the device activatedMr [redacted] states that since getting the device activated his first two bills he incurred $in data overageMr [redacted] states he did not have an issue with exceeding his data when he was with another wireless carrierMr [redacted] goes on to state that he called in regarding his data overage and after several hours of hold time was advised that a tech person would contact himMr [redacted] states that he waited close to weeks and was finally contacted and was advised that it was his fault that he had been streaming music or videos, neither of which he doesMr [redacted] goes on to state that no one could explain why his device registered gigabytes in one weeks' timeMr [redacted] states that he requested to speak to corporate and was advised he would be contactedMr [redacted] also states that no one contacted him therefore he called back in to cancel his accountMr [redacted] states that the associate he spoke with had him "go through a couple of things" and was advised that should he chose to cancel his account, he could do so without any charges and that she would notate his account of thisMr [redacted] goes on to state that he told her he would wait to see if the steps they went through worked and if not, he would be calling back in to cancelMr [redacted] states that he did in fact call back in and that there was no memo as was advised and that he was treated as if he was not being truthfulMr [redacted] also states that he finally got a call from corporate and was given no resolutionMr [redacted] states that he advised her that it was a fraudulent contract because of the data overage wherein he was advised that he would be credited for the internet but not the phones feesMr [redacted] concludes in stating that he signed the contract with the expectation that he would have shared dataMr***'s desired resolution is for U.S.***llular to void the contract and cancel all fees for early termination and overages I know that in these tough economic times, every little bit of savings helps and can certainly understand how frustrating it can be should an unexpected charge occurIn response to Mr***'s complaint, I will be [redacted] to review this matter to address his concerns and provide additional information he [redacted] find helpful On November 18th, Mr [redacted] switched his plan over to the promotional Shared data planThis plan allows all lines to share the data between the linesThis plan also has built in data tiers in the event the data allotment is exceededEach data tier $for an additional gigabyteSince this plan is a promotional plan, it does require new year contracts per lineI find Mr [redacted] agreed upon said contractsI regret to find that Mr [redacted] later cancelled his account on March 5, I have researched Mr***'s bills for data tier charges since going to shared dataMy findings are as follows On Bill date 12/22/Mr [redacted] stayed within his allotted gigabyte Shared data plan, therefore did not incur any data tier charges On Bill date 1/12/Mr [redacted] exceeded his allotted gigabyte Shared data plan by gigabytes therefore incurring $in data tier chargesHis Hotspot line used gigabytes by itself On Bill date 2/07/Mr [redacted] exceeded his allotted gigabyte Shared data plan by gigabytes incurring $in data tier chargesHis Hotspot line used gigabytes by itself I find on we spoke with Mr [redacted] on January 27th regarding his dispute of his data tier charge and not only put in a request to have it researched but credited this $data tier charge as wellWe advised him of the expected turnaround time for this data research of 2-weeksOur research department contacted Mr [redacted] on February 8th (within the 2-week expectation) and advised him that the usage was valid therefore the charges were validMr [redacted] disputed our findings therefore our research department recommend he take that Hotspot device into a store to have it checked out to determine if there was a device issue causing the device to use that amount of data I find we spoke with Mr [redacted] again on February 8th wherein he declined to take the device into the store to have it checked out and requests we just send him out a replacement deviceMr [redacted] stated that he did not want to sit in a store on his day off to have it looked at and that it would be a waste of his time and requested a call back from our corporate officeThat same day Mr [redacted] also spoke with a supervisor who advised him that we are unable to send out a replacement device without doing any troubleshooting (which includes taking the device in to have it checked out) to determine IF it is a device issue or not I find on March 1st we spoke with Mr [redacted] who requested to cancel his account and requesting to speak to a supervisor who then advised him of the early termination feesMr [redacted] advised us he was still awaiting a call back from our corporate officeMr [redacted] did not cancel his account On March 4th we spoke with Mr [redacted] who requested to cancel his accountWe connected Mr [redacted] with our cancellation department wherein he advised us was still awaiting a call back from our corporate officeMr [redacted] did not cancel his account I would like to take a moment to express my sincerest apology for the unusual delay in our corporate office contacting Mr*** Later on March 4th out corporate office contacted Mr [redacted] and were able to reach him on their second call back attempt wherein he was offered a replacement device to which he declinedHe was then offered to waive his data tier charge as well as his early termination fee on the Hotspot line only and advised him the early termination fee per phone still standsMr [redacted] declined this offerLater this same day Mr [redacted] transferred his two phone lines over to another wireless service provider On March 5th Mr [redacted] contacted us to cancel his only remaining line on his account, the Hotspot line and to accept our offer to waive the $data tier charge along with waiving the early termination fee on the HotspotWe honored this offer We have reviewed Mr***'s complaintWe offered to replace his device without even troubleshooting which is going above and beyond our guidelines to resolve this matter for Mr***We have waived all of his data tier charges and waived his Hotspot early termination feeWhile we are truly sympathetic to his situation we find nothing that merit further credits In closing, I must advise Mr [redacted] that at this time his account has a past due balance of $If he is unable to make this payment right away, our Financial Services Department [redacted] be able to offer him payment options to ensure his account does not follow down the collection path which [redacted] include being sent to an outside agency for collectionIf he would like to find out more about his payment options, he [redacted] contact our Financial Services department directly at XXX-XXX-XXXX I regret that I was unable to provide Mr [redacted] with his desired resolution but would like to thank him for his business while he was with us Should Mr [redacted] have additional questions, he [redacted] contact our***stomer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.S.***llular Consumer Response / [redacted] (3000, 17, 2014/03/25) */ The complaint was not resolvedAnd to point my bill out in the letter proves the lack of customer service at US***llularThe person in last spoke with at US cell told me not to pay my bill till the next cycle, when it was suppose to be accurate, which it was notThe company practices fraudulent billing on a routine basisAnyone who reads the reviews or Facebook would be able to see thisThe company made no true effort to resolve the issueIt is even known by their competition, who are using these billing mistakes to gain customers Business Response / [redacted] (4000, 19, 2014/03/26) */ March 26, Revdex.com of*icago Attention: Ms[redacted] N Wabash Avenue Suite Chicago, IL Re:***mplaint Number: XXXXXXXX Customer's Name: [redacted] U.S.***llular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.S.***llular in reference to the above accountI am in receipt of Mr***'s additional correspondence regarding the data charges on his accountMr [redacted] states that his complaint was not resolved, and that to point out his bill in the letter proves a lack of customer serviceMr [redacted] states that the last person he spoke to advised him not to pay his bill till the next bill cycleHe states U.S.***llular practices fraudulent billing on a routine basis, and that anyone who reads reviews can see thisHe states that U.S.***llular made no real attempt to resolve the issue, and that it is known by our competition that are using billing mistakes to gain our customers Ms[redacted] I am saddened to hear that Mr [redacted] feels that we did not attempt to resolve this issue for himI know that receiving a higher than expected bill can be frustratingI truly apologize for the inconvenience and frustrations this issue has caused him Ms[redacted] I have reviewed Mr***'s accountOur records reflect that we did attempt to resolve the overage charges with Mr***On his January bill, Mr [redacted] was billed $in data overagesI show that on the February 7, bill he was billed $in data overagesI show that both of these charges were waived for himIn addition, I show that we advised Mr [redacted] that we would issue an adjustment if the hotspot device was cancelledWe have waived the early termination feeThe charge and credit will be reflected on the next billI regret at this time, we are unable to waive the early termination fee for the phone on the account I show that not only did we waive the data overage charges; we also waived the early termination feeWe also stated that we would send Mr [redacted] a new device as to which he declinedAt this time Mr [redacted] has a $balance on his accountI regret I did not see notes on his account that we advised him to pay the bill with the next billI can understand why Mr [redacted] chose to wait on his payment, and I apologize for the frustrations the mention of the bill caused him Ms[redacted] at U.S.***llular we value each of our customerWe do not fraudulently bill our customersIf an error is found on a bill, U.S.***llular will make every effort to correct the billThe charges on Mr***'s account were correctHowever we still issued adjustments to his accountIn addition, we also advised Mr [redacted] that we would waive the early termination fee on his hotspot deviceWe did keep our word in that this charge has been waivedI hope Mr [redacted] finds this information to be helpful, and I again apologize for the frustrations he has experienced Should Mr***, have additional questions, they [redacted] contact our***stomer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.S.***llular Consumer Response / [redacted] (4200, 21, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The charges on my account were not accurate! I was charged for data that was not used! The box was off on days they said I was using dataNot possible! The overages were fraudulent chargesThey [redacted] have waived fees, but provided a terrible customer service through the processto hours on the phone to get resolved is not good serviceThis issue in their mind is closed and that is fine! But they did nothing close to customer serviceAnd countless other customers have same issues! They can sit in their office and not see reality! Their choice!

Been a customer for 1/yearsUpgraded new phadded WI Fi before contract endRecep noticeably badNot reliable, I'm disabled aloneCalls dropped, manyOver Yr, calling Customer Serv5-×s *advised, no bettermore call very angry holding back expand situation Transferred to [redacted] ***told new Phone in properly connected with old phone still connectedTold by Tech, Company not correctly providing serviceTech used Land line to me to correct phone still connected to [redacted] ***.callPhone was visually seen programedNow works goodI called US Cell asked for fare reduction for 1yr unacceptable service providedCompany Management gave me a slap in the face$ FirmNo sorryUnfair, please note Business treatment

Initial Business Response / [redacted] (1000, 10, 2014/08/22) */ August 22, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's complaint which consists of her experience in trying to get her screen repaired on her smartphone I definitely understand Ms [redacted] 's frustration caused by her description of what sounds like a relatively minor problem with the screen on her phoneI apologize that this has created a level of frustration for her Ms[redacted] while Ms[redacted] describes the screen as "popping out" on one corner, it is not an easy process to repair especially for someone who is not trained in that type of phone repairSimply "popping" the corner back in can create even more problems internally if not done properlyMs [redacted] spoke of a couple of options presented to her which included a repair from Apple for $or a phone replacement through her Device Protection for the deductible of $While this deductible is somewhat expensive, it is replacing the entire phone and not just the screenWhile Ms [redacted] is concerned with the price of the deductible, it is for instances just as she has encountered that the Device Protection is designedSince the full retail price of her phone is $the insurance covers the $difference for replacementEven though Ms [redacted] was able to purchase her phone originally at a promotional price, the cost to replace is much higherI regret that Ms [redacted] has encountered this problem with her phone and that her options for repair are limited Ms [redacted] is requesting her early termination fee be waived and allowed out of her contract for this inconvenienceUnfortunately, we cannot accommodate her requestHowever, if Ms [redacted] chooses to have her phone repaired either by Apple or any other phone repair center, we will gladly credit her account $toward the price of the repair upon proof of the repair receipt I do want to thank Ms [redacted] for her business and am truly sorry that dropping her phone resulted in her screen damageIf we can be of any further assistance in this matter, please have Ms [redacted] contact our Customer Service Department at X-XXX-XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

March 16, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountMs [redacted] states we are still not addressing the customer service issues as she had to fight and fight on a monthly basis because the rates would fluctuate She goes on to say the level of customer service she received upon attempting to cancel her account was far below what she had expected and then to receive the final bill was absolutely unacceptable Please allow me to say how much I truly respect the honest feedback Ms [redacted] shared with usAllow me to apologize for any inconvenience Ms [redacted] experienced with our Customer Service Department throughout her time with us as well as attempting to cancel serviceI want her to know that her voice is being heard! Customer satisfaction is and has always been our company’s primary goalWe, here at U.SCellular® take great pride in providing, not just “Good” customer service, but “World Class” customer service! It deeply saddens me to hear of anyone who feels they have received anything lessI would like to extend a heartfelt apology for all the frustration Ms [redacted] experienced regarding this matterIn response to Ms***’s concerns, I will be delighted to review her account to provide additional information she may find helpful As I mentioned in the previous communications, Ms [redacted] had been past due on her payments since July of On October 10, Ms [redacted] called in and wanted to canceled service due to her account was suspended for non-payment At that time we advised her of the Retail Installment fees remaining along with the contract termination fees Ms [redacted] spoke to our Solutions Consultant Department and asked if she could return her phones to void any fees and we advised it would not be possible as the day excellence guarantee had passed and she would be responsible for the fees involved with cancelingOn that same day, we offered to change her to our gigabyte Shared Data plan to save Ms [redacted] money, in which she declinedWe also offered Ms [redacted] to pay $and we would waive $as a courtesy to keep her businessOn October 11, 2015, Ms [redacted] visited the local store and paid her part of $and the $was waived At this time, she changed from the gigabyte plan for $to the promotional gigabyte plan for $ During the time Ms***’s account was suspended her billing statement was in the middle of processing Ms***’s billing cycle date ended on the 9th and reset on the 10th Due to Ms***’s account being suspended on October 10th her October billing statement posted with a small balance of $41.56, due November 3rd with no payment received On November 10th Ms***’s bill posted with service from October 11th through November 9th and current changes from November 10th through December 9th As you can see this bill was higher due to the previous bill not being billed out correctlyOn November 19th Ms [redacted] contacted our Customer Service Department dissatisfied with the chargesAfter explaining the charges and fees were correct, we offered to waive the reconnect fees of $eachAt the time, Ms [redacted] had three lines that suspended, therefore; had a total of $in feesWe offered in good faith to waive the $plus taxes to keep her service with usMs [redacted] declined the offerLater on November 19th, Ms [redacted] reached back out to our Social Media Team and was offered the same credit and she agreed to the credit of $and it was applied to her account On February 7th Ms [redacted] called our Customer Service Department and wanted to know how much she owed for each line to cancelWe advised line -was billed $and line - [redacted] for $as what was displayed on the January 10th billing statement In regards fro line -this line suspended for nonpayment and ceased for nonpayment on January 25th During this interaction Ms [redacted] changed her billing address and a bill was reset Ms [redacted] also requested her [redacted] Sbe unlocked and we advised to visit the local store On March 5, 2016, Ms [redacted] spoke to our Financial Department and declined a payment and is now in jeopardy of being sent to a collection agencyMs [redacted] also requested a bill reprint and we advised she would need to visit the local store due to her account was canceled and her address changedAt this time, Ms [redacted] is well aware of the charges owned on her account along with the Termination fees and Retail Installment charges We have reviewed Ms [redacted] complaint and although we are extremely saddened that Ms [redacted] feels she received anything less than superior Customer Service the charges owned on her account are correct and do not require any form of credit In closing, should Ms [redacted] have additional questions, she may contact our Customer Service Department at ( [redacted]

Initial Business Response / [redacted] (1000, 10, 2014/03/27) */ March 27, Revdex.com of Chicago Attention: Ms[redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's correspondence regarding her paymentsMs [redacted] states that in she was told three times that she was past dueShe then states she found out she made three extra paymentsMs [redacted] continues to state that she cannot get anyone to look at her accountShe also stated that it is starting again in as her most recent bill is charging her for two months, and she states that she is not behindMs [redacted] wants a refund for the three additional payments, and wants her bill to show she is currentShe states if this cannot be done, then she wants to disconnect her service without penalty Ms [redacted] I can certainly understand Ms [redacted] 's concerns regarding her account balanceI am [redacted] to review her account to determine what [redacted] be going on with her accountPlease let Ms [redacted] know that I regret any frustrations this issue has caused her I have reviewed Ms [redacted] account since January I show that Ms [redacted] contacted U.SCellular on February 1, regarding her credit cardShe stated that the credit card had been extendedWe advised her how to make changes to her auto-paymentWe also advised that we were unable to make the change as it can only be done through Ms [redacted] 's My Account We spoke to Ms [redacted] on September 4, regarding her billing, as Ms [redacted] sated that she needed to change the billing dateWe also attempted to transfer Ms [redacted] to our Customer Relations Department, and the call dropped while being transferredOn November 6, Ms [redacted] contacted U.SCellular to make a payment on her accountMs [redacted] stated that the stores in her area were not assisting her with her auto-payment set upWe went over some suggestions with herWe spoke to Ms [redacted] on March 11, to assist her in updating her PIN number, and a payment was made on the account Ms [redacted] I regret at this time I do not show three additional payments on her accountIn addition, Ms [redacted] account is not past dueI show that on her bill dated March 19, 2014, she was charged $This bill is higher due to data overagesMs [redacted] has a cellular number that ends in This number has a five gigabyte data packageHowever the line used approximately gigabytesThis caused Ms [redacted] to be charged $in the data overagesOn this bill she was charged $in monthly service feesThis was $for the calling plan, and $for device protection for one lineThis was a total of $She has the $in data overages, and taxes in the amount of $These charges totaled $However Ms [redacted] also had an adjustment of $that gave her a balance on the account of $The adjustment was for our Partner Employee Discount program In addition, for Ms [redacted] convenience I have listed her bills since January in the chart belowAs you will see no extra payments were received Bill Date Bill Cycle Previous Balance Payment Past Due Balance Current Charges Total amount due 1/14/12/14-1/$$$$$ 2/14/1/14-2/$$$$$ 3/14/2/14-3/$$$$$ 4/14/3/14-4/$$$$$ 5/14/4/14-5/$$$$$ 6/14/5/14-6/$$$$$ 8/5/6/14-7/$$$$$ 9/5/7/14-8/$$$$$ 9/19/8/14-9/$$$$$ 10/22/9/14-10/$$$$$ 11/25/10/14-11/$$$$$ 12/20/11/14-12/$$$$$ 1/19/12/14-1/$$$$$ 2/19/1/14-2/$$$$$ 3/19/2/14-3/$$$$$ Ms [redacted] had two bills were the payment was late, as the payment was not received until after the next bill had been mailedThis caused four of her bills to reflect a past due balanceMs [redacted] at this time no adjustment are dueThe account balance is correct, and she is not past dueI am unable to meet Ms [redacted] 's request to refund the paymentsI hope Ms [redacted] find this information helpful, and I truly apologize for the frustrations this issue has caused her Should Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2014/08/20) */ Response in attached PDF

Initial Business Response / [redacted] (1000, 10, 2015/02/18) */ February 18, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above account I am in receipt of this caseI understand Ms [redacted] has expressed concern over the recent billing charges assessed to the accountI understand she is concerned with the price quote she had received regarding her plan pricingShe had also shown concern over issues with properly using points to pay for the equipment instead of being charged for the equipment I will be more than [redacted] to review the account for accuracyWe strive to provide the best experience or our customers and I am very sorry that this has been less than the extraordinary service she deserves After further review, as of 10/21/14, the account balance was at a balanceOn 10/22/we released a statement for $due on 11/16/On 11/7/there was an iPhone financed to the account and the customer paid the full taxes required for financing up front, in the amount of $This left the balance at $Also on 11/8/there was a payment in store for accessories in the amount of $This left the balance at $On 11/15/we received a payment for for a line upgrade performed in store the same dayThis left the remaining balance of $from the 10/22/billWe did not receive payment for this statement which rolled into the next statement balanceOn 11/14/there was a bill release for $total including the previous balance for $The current amount on this bill was $This brought the balance showing to $owed for months service and activation fees from upgrades and new equipmentOn 12/18/we had a payment for $101.30, reducing the balance to $On 12/19/there was a bill generated for $due on 1/13/15, bringing the total to $On 12/24/there was a payment for which reduced the balance to $On 1/20/there was a new bill generated for $bringing the balance to $On 2/10/we processed a payment for $reducing the amount owed to $On 2/13/we received a payment for $451.00, which left a $credit balance on the accountOn 2/14/we received an additional payment of $This payment now has the account showing a credit of $in which we have a case filed to refund the overpayment We have reviewed Ms [redacted] 's complaint In our findings, we have noticed that the bills were not getting fully covered when the services were dueThere were minimum payments being applied to the account which caused the balance to continue to buildingCurrently the account is paid in full with a credit pending to be reversed back to the payment method last made Closing: Should Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am a lossI continue to have ongoing problems with this companyI have filed another complaintI was not refunded the dollarsIt has been longer than the hours as promisedAlso I pay extra to have a cap on the amount of data able to be used on my phones and received a text stating I was being billed for the next tier of data usageI e-mailed US Cellular but have not been responded toI am tired of being on the phone with US cellular every weekThey expect their money but don't provide the services they promiseTheir response addressed nothingThey just went over their version of the bill Final Business Response / [redacted] (4000, 14, 2015/02/26) */ February 26, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's rebuttalMs [redacted] states that she has not received a response from U.SCellular(r) within a timely manner and that our last communication did not resolve anythingMs [redacted] would like a refund and an apology for the issues she has experienced recently Ms[redacted] I can certainly understand the frustration Ms [redacted] has hadAccount research regarding this complaint shows that U.SCellular(r) is focused on delivering a wide choice of solutions and the best possible experience to our customersAs stated in the last response we have mailed a check out to the customer for $We did advise Ms [redacted] that this check should be received within the next 2-weeks and this was on February 18thThe refund check is on its way U.SCellular(r) has explained that the data caps that Ms [redacted] has on her account are not a guarantee that there will be no overageThe data caps are in place to help prevent overage and we do not interrupt data sessions once the limit is reached within the sessionThe last response we did offer to waive $in overage once Ms [redacted] receives her billI hope that this is a satisfactory resolution to the problem Ms[redacted] words cannot express how truly sorry we are for the frustration and inconvenience that Ms [redacted] has experiencedAt U.SCellular(r) we are very serious about our customer's satisfaction and we work hard to get to the bottom of any customer complaintsAfter reviewing the account I see that we have resolved all issuesI hope that Ms [redacted] will contact us if she feels that the resolutions we have offered are not satisfactory Should Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

May 23rd Revdex.com of Chicago ***ention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of her Rebuttal requesting to cancel her three phone lines without penalty Ms [redacted] states that U.SCellular withheld information regarding the feature of the phone and its’ inability to utilize both voice and data simultaneouslyMs [redacted] states that this is a “safety” issue for her as she needs to utilize this feature for her workMs [redacted] also states that she continuously gets dropped calls, delayed text messaging (which sometimes don’t go through) and delayed voicemailsMs [redacted] states that sometime her calls won’t go through at all We have reviewed Ms***s’ RebuttalI deeply regret any device issues she may be experiencing and truly recommend that she calls in to speak with our Technical Support for troubleshootingWith that being said, we deny Ms***s’ request to cancel her phone lines without penaltyWe offer a day Subscribers Remorse guarantee that allows our customers to trial our service risk freeIf for any reason said customer was unsatisfied, their Early Termination Fee/remaining Retail Installments and Device Activation fee would be waived upon receipt of the returned device(s)The customer is subject to a $Restocking fee as well as is responsible for all prorated charges for serviceAs Ms [redacted] did not utilize this day guarantee, we are unable to approve the waiving of any cancellation penaltiesI genuinely apologize for any further frustration or inconvenience this m***er may cause herI respectfully request this m***er closedShould Ms [redacted] have any other questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] TCustomer Resolution Support U.SCellular®

Initial Business Response / [redacted] (1000, 10, 2014/02/28) */ February 27, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Cory [redacted] Dear [redacted] : Thank you for contacting U.SCellular in reference to the above accountI am in receipt Ms [redacted] 's complaint in which she states she is having a major issue with confusion surrounding her bills with U.SCellular and when she calls to get clarification no one is able to provide her with clear understanding of what the charges are forMs[redacted] desired outcome is for us to understand that she feels the confusion caused by unexplainable charges and inconsistent bills, as well as the lack of clarification we have been able to provide is disrespectful and she wants better service and benefits I certainly understand Ms [redacted] 's concern about receiving two bills in one month Ms [redacted] , especially if one is for an extremely high amountIt is also disturbing to hear that Ms [redacted] states when she called to get clarification that no one including a supervisor was able to provide her with any understandingI appreciate the opportunity to research this matter and get to the bottom of this for Ms [redacted] It is helpful to know Ms [redacted] that this account has a cycle date of the 6th of each month, which means the bills show charges from the 6th of one month until the 5th of the following month**ior to November 29th the account was charged $per month as it only had one tablet device which subscribed to gigabytes of dataThis account fell into non-payment on 10/16/as we had not received a payment for services since June 7thThis line was resumed on November 29th The December 6th statement showed a past due amount of $for the reasons mentioned aboveIt also showed a current charge of $which brought the total balance to $that was due by January 15thThe reason this bill was so high is because a second line of service was added on November 29th and a third line was added on December 4thBoth lines chose smart phone devices and the account shares six gigabytes of dataOne of the phones was a penny while the other phone chose an i**one for $and enrolled in AppleCare +, which is Apple's extended care program that is a one-time charge of $The monthly service for two smartphones as well as a tablet on a six gigabyte shared data plan runs $per month before taxes and feesThere were a couple of errors on the December 6th bill that I discovered Ms [redacted] We charged the tablet device an Early Termination Fee and the line that was added on December 4th was placed on a separate plan for $per monthWhat the bill should have been with the additional lines, equipment as well as the AppleCare + is approximately $ On the next bill for the January 6th cycle, we credited back $for the Early Termination Fee as well as a resume from suspension fee that showed up on the January 6th billWe do not see any payment made and the bill shows a past due balance of $as well as a current charge of $This month's bill should have been approximately $plus taxes and fees but as one of the lines was still on the incorrect plan that charged $per month this bill was higher The February 6th bill showed a payment of $as well as credits totaling $This bill also showed a current charge of $that is due by 3/This bill should have been approximately $before taxes as feesThe reason there are additional charges is that we changed the line which was on the incorrect plan to the correct plan on January 20th Looking over the last three bills I can understand why Ms [redacted] is confused as well as frustrated, it took quite some time to make sense of themLooking over the charges as well as the credits placed on the account I feel that we have credited everything that was necessary as well as provided some additional creditWhat stands out to me is the past due that the account initially began with on November 29th when all the changes happenedGoing forward the bills should be $before taxes and fees In closing Ms [redacted] , I certainly understand Ms [redacted] 's feelings about receiving bills as confusing as theseThe large bills certainly cause anxiety and frustration as well as caused Ms [redacted] to invest a good deal of time and effort in trying to figure out what happened and we are sincerely sorry for thatThe credit that was given in the amount of $has made up for the incorrect chargesShould Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

January 27, New Roman"> Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Good Afternoon, Thank you for contacting U.SCellular in reference to the above account I am in receipt of the complaint regarding Mr***’s billingMr [redacted] is stating that he is receiving Restore Fees that were caused due to US Cellular’s errorHe is also stating that his billing exceeds $1,when his plan should be around $a month I can understand Mr***’s concern of this billing and am happy to look into this for himI would be concerned about getting charges that are not valid too Before reviewing all the statements, I want to explain the monthly charges without any past due balances, overages or restore fees I also want to explain that we have recently changed this customers plan to a lower plan to help save him moneyThe following charges are before the recent changes and without the Regulatory Fees and TaxesThe Monthly Service Charge is $for 10GB of Data with the added feature of Data Usage Control for $a month The line ending in had a connection charge of $(with a $discount due to having Monthly Retail Installments), $for Device Protection Plus and a Retail Installment of $a month The line ending in has a monthly connection charge of $This brought his total to $before the Regulatory Fees and Taxes After reviewing the past five statements, I see that there is a lot of activity happening on the accountStarting back on the August 14, statement (activity dates for July through August 13) there was a Past Due Balance of $153.71, current charges of $giving an overall balance of $ The payment received for that billing period was $which was returned for insufficient funds (NSF) Other payments that were received were for $30.00, $and $(which restored service)This left a balance of $Due to the NFS the account had an interruption in serviceThis generated the Restore fees ($per line) when Mr***’s payment resumed his serviceHe was also charged a Returned payment charge of $These payments, restore fees, and Returned Payment charge all show on the September 14, statement Mr***’s September 14, statement (activity dates August – September 13) started off with a past due balance of $The current charges were $bringing the overall total to $This balance consisted of a phone purchase and accessoriesThe phone upgrade is for an [redacted] with Monthly Retail Installments of $but also required a Down payment of $This also had a Device Activation Fee of $The Taxes for the new device are billed at the time of the upgrade as wellThis charge was $There was also a purchase on this monthly bill for an accessory of a [redacted] Case for the phone which was $Along with these charges, Mr [redacted] had two interruptions in service The first on August 20th for non-payment that was restored on August 21st with a payment The second interruption was on August 24th due to the NSF check that was returned and then restored on August 24thThese two interruptions caused each line to have two restore fees The October 14, statement (activity dates September 14, – October 13, 2015) started with the past due balance of $and the current charges were $bringing the total balance to $1,The customer had interruption in service on September 19, causing restore feesThis is the only thing adding additional charges besides the monthly service charges and Monthly Retail Installments to this billThe payment received throughout this month was $ The November 14, statement (activity dates October 14, - November 13, 2015) started with a past due balance of $and current charges of bringing the total balance to $A payment was made for $that was returned by the bank as a Closed AccountThis generated a Returned Payment Fee of $This also caused the account to get interrupted in service which generated Restore feesDuring this billing cycle the customer had interruption in service on Ocober 21, 2015, restored the same day, October 25, 2015, restored the same day and November 2, 2015, restored on November 3, I see that we waived one set of these restore fees for the customer, giving the account a $credit The payments received through this billing cycle were October 25, $(which was returned by the bank) and November 3, $ The December 14, statement (activity dates November 14, – December 13, 2015) started with a past due balance of $546.78, current charges showing as $bringing the total balance to $During this month there was interruption in service on 11/24/causing a restore fee per lineThere was also another returned payment during this cycle for $The payment received during this cycle was for $on November 24, to restore the service at the time of interruption The January 14, statement (activity dates December 14, – January 13, 2016) started with a past due balance of $with current charges of $bringing the total to $This statement had Data overages of $ During this billing cycle there was interruption on December 19, generating restore fees for each line On December 19, there was a payment received for $ We have received a payment for $on January 19, This upcoming statement the customer will have additional restore fees due to the interruption on January 24, We have a department that the customer can work with to avoid this interruption in service by setting up Payment arrangements with our Financial Service DepartmentI see that the customer has worked with them however there were broken arrangements causing the interruption in serviceAny time past the Due date the account is subject for interruption Should Mr [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] W Customer Resolution Support U.SCellular®

September 6, New Roman"> Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] complaint stating that the service that she is received isn’t good while doing business in Raleigh, NCShe stated she is quickly running out of data that she uses for business purposes while thereShe states that when she contacted us she was told that she would have to pay for more data in order for the data to workShe is requesting that we refund her account for the unused data or give her more data to use I understand how frustrating it must be for Ms [redacted] to experience issue with her data service while she is in RaleighWe understand the importance of making sure that she has all functionality of the device at all timesI will be more than happy to review the account to provide more information on this issue Upon review of our coverage map it shows that Raleigh, NC is not within our coverage areaWith that location not being in our service area we have roaming agreements with other providers that allow us to only use MB of data off of their networkWhen Ms [redacted] is in Raleigh her device should indicate that she roamingThat indication should appear as an “R” above the signal bar, a triangle above the signal bars, or the phone would indicate extended areaWith that being the case she will limited on the coverage that she will receive for data Within the terms and agreements of our service that is also specified as wellThe section of the terms and agreements state: At least 50% of your monthly voice usage for each device on your account must be used in U.SCellular's licensed marketsNo more than MB of your data usage in any month for each device on your account may be used in U.SCellular's non-licensed marketsThe customer address or business address for business accounts (not the billing address if different) will be deemed to be the primary place of use of Service for all devices on this account for purposes of calculating certain taxes, surcharges and feesYou agree to inform us of any changes in your customer address or business address for business accounts which must always be within US Cellular's licensed markets It shows that Ms [redacted] contacted us on August 14, in regards to not being able to use her dataAt that time we advised her that the location is in partner coverage and the limitations that she would experience while thereAs of August 29, Ms [redacted] called and wanted to get information on her data and at that time we advised of the same information previously provided and she requested a supervisorThe supervisor she escalated to advised her that she would be limited to MB of service and as a one-time courtesy we would unblock the data on the account, but we would not unblock it going forward due to our agreements that we haveShe reached out to us on September 3, requesting to get a higher data package; however, we do not have a separate data package to purchaseThe plan that she has on the account is a simple connect $unlimited talk and text and MB of data Ms [redacted] is getting the majority of the data she is paying forIf the device was used within a U.SCellular licensed market area she would get all the data she is paying for each monthUnfortunately, we do not offer a separate plan that would allow her to have more data since she is not within the coverage area when she is using the data each monthWe also would not be able to provide her with a refund on the account as the service is being usedAlthough her data has been slowed down she is still able to use the dataShe has used a total of GB of data since August 14, 2016, which is more than double the amount she is paying for each month We have reviewed Ms [redacted] complaint and at this time we will not be able to honor her request to refund her account or supply her with more dataThe above information that has been provided is reason enough to show that we have advised Ms [redacted] multiple times on the terms of our serviceShe has also exceeded the amount that she pays for on a monthly basis as well Should Ms [redacted] have any additional questions, he/she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

Initial Business Response / [redacted] (1000, 11, 2014/06/10) */ June 10, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the complaint listed above received June 10, As a member of U.SCellular's Customer Resolution Support Team, I am responding to the complaint filed by Mr [redacted] Mr [redacted] stated he wanted to call his wife while she was traveling overseas and was unable to do soMr [redacted] is now requesting to receive his $he applied to his account, in order to contact his wife, because we were unable to provide him the service he requestedAlso, Mr [redacted] is also requesting one month of free prepaid service for the time spent with no results Ms[redacted] I would like to extend a heartfelt apology for all the frustration Mr [redacted] experienced when trying to dial internationallyI understand that his phone is a vital connection to his wife and can certainly appreciate how upsetting it is when an unexpected error occurs Ms[redacted] I am unsure why Mr [redacted] was unable to use his device to call his wife overseasThe only thing that would have been required is to have the necessary funds on the accountMr [redacted] paid the $19.02, therefore; should have been able to call overseasAfter reviewing his account, I am unclear if Mr [redacted] was calling another U.SCellular device or a landline overseas? The reason I ask is if Mr [redacted] is trying to call his wife on another U.SCellular device overseas, he would not have been able to do so, because she would have had to set up her device and plan to travel international Ms[redacted] I am [redacted] to say on June 4, 2014, Mr [redacted] was able to speak to our Customer Service Department and as a courtesy we have requested a refund for $Please advise Mr [redacted] the refund will take 3-business days to reflect back to his credit card Ms[redacted] I understand that Mr [redacted] is disappointed and I can certainly understand the convenience of dialing straight from his device and the time he spent over the phoneI regret to inform Mr [redacted] I am unable to honor his request to apply the one month of free prepaid service for his time, as his time is valuable and this would not be enough to cover the lost time he missed with his wife Although my research did not produce the outcome Mr [redacted] had hoped for, I would like to take this opportunity to thank Mr [redacted] for his past two years of service with U.SCellular(r) and I appreciate the opportunity to address her concernsShould Mr [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX) XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 13, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I called US Cellular about being able to call my wife in Aruba, not oversees, there was no mention of having to set up my wifes phone alsoWhy would they think she would have a landline? During my over three hours on the phone trying to reach her, I gave them her number [redacted] to one of the agents and he tried to call her w/o successI still do not understand why her phone needed to be setup for oversees callingShe was not going to be calling, I was going to be calling her and I paid to do thatDo they charge both phones for the call? I do not feel US Cellular has given a acceptable responseThier agents had no idea how to solve the problem, not even their supervisors and their tect supportsAre they now going to get some training? There is no way I can reach my wife to set her phone up and I am not sure it would work if I couldShe will be gone two weeks with no contactI do not feel US Cellular should get by with a simple apology Final Business Response / [redacted] (4000, 19, 2014/06/30) */ June 30, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] W [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of the rebuttal from Mr [redacted] stating that U.SCellular has not resolved anythingMr [redacted] states that the previous response from U.SCellular said that the problem was that his wife's phone needed to be set up for international callingMr [redacted] says that U.SCellular is inconsistent in letting him know what the problem is or wasMr [redacted] goes on to say that U.SCellular is now saying that we called Mr [redacted] on June 18, but could not troubleshoot because his wife was back in the U.SMr [redacted] is requesting that this matter be resolved so that he will not have to go through this again Ms[redacted] I would like to first take a moment and apologize for the frustration Mr [redacted] experienced while attempting to reach his wife while she was outside of the U.Sas well as resolving this matterWe understand the importance of having a reliable connection to family, especially when traveling and appreciate the concern that was caused by Mr [redacted] when he was not able to reach his wifeI appreciate the opportunity Mr [redacted] has given us to further research his account and address this matter as well as provide additional information that [redacted] be helpful U.SCellular supports the option to call internationally to other countries from the U.SU.SCellular also has roaming agreements with carriers in some countries for our customers to be able to use their phone on their network as we do not have towers in that countryDue to compatibilities, there are some countries or carriers that require the information from the phone to be sent up to one week prior to our customer arriving in the area for the phone to work properlyIt is this reason that we ask our customers to contact our Roamer Support one week prior to travel to ensure that the phone will work where they will be traveling Our records show that on June 18, we contacted Mr [redacted] about calling ArubaWhen we contacted Mr [redacted] about this matter we were advised at that time that Mr [redacted] 's wife was back in the U.Sand that he no longer needed to call ArubaIn regards to troubleshooting the issue further, now that Mr [redacted] 's wife is no longer outside the U.S, we can only troubleshoot an issue as it is happeningTherefore since the issue is not currently happening we cannot duplicate the problem to see what is causing the call to Mr [redacted] 's wife to not be completedI recommend that the next time Mr [redacted] 's wife plans on traveling outside of the country, if she will be taking another U.SCellular phone, that she contact our roamer support at XXX-XXX-XXXX for assistance to ensure there minimal issues while travelingPlease also note that when traveling U.SCellular does not own the towers in the area and therefore cannot guarantee services I recognize that Mr [redacted] stated that he paid an additional charge for international dialing to be able to contact his wife while she was traveling outside of the U.SThis fee is to cover international calling on our prepaid or no contract plansDue to not being able to use this service this fee was refunded to Mr [redacted] While reviewing Mr [redacted] 's account and the previous correspondences I noticed that there was a point that the Mr [redacted] 's contact to his wife went directly to voicemailThis would indicate that the phone either did not receive the call or was powered offIn a previous correspondence Mr [redacted] had also provided his wife's number to which we do not have authorization to discuss the account with himIt is this reason I cannot access it for more information as to why the services [redacted] or [redacted] not have worked while his wife was traveling outside of the U.SMr [redacted] does have a prepaid or no contract planIf Mr [redacted] 's wife has a plan that is a prepaid or no contract plan she would not have been able to use her phone while traveling outside of the U.SAt this time our prepaid or no contract plans are not supported by the international roaming optionMore information about our international services can always be found online or by contacting our Customer Service DepartmentIf Mr [redacted] 's wife has a regular plan and receives a monthly bill there is other troubleshooting that would need to be done to find out why the calls were not able to be receivedAgain, now that Mr [redacted] 's wife is back in the U.Sthere is no way for us to duplicate the error to know what was causing this problemI am truly sorry for the frustration this situation has caused I have reviewed Mr [redacted] 's complaintWith Mr [redacted] 's wife no longer traveling outside of the U.Sthere is no way for U.SCellular to troubleshoot the issue further to see what was causing the calls to not be completedI have provided all of the general information I can in regards to this matterI have also provided information of steps that should be taken to ensure that services are able to be used for future reference should Mr [redacted] 's travel outside the U.SMr [redacted] has received a refund for the international calling services that were not usedThere is no additional information to be provided at this time At U.SCellular(r), it is our goal to provide our customers with the very best in customer satisfactionI regret that we [redacted] have fallen short of this for Mr [redacted] We truly value and appreciate Mr [redacted] 's time and business and again regret any inconvenience this situation [redacted] have causedShould there be any additional questions regarding this correspondence, please have Mr [redacted] contact our Customer Service Department at XXX-XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (4200, 17, 2014/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not resolved anythingThe previous response said that the problem was that my wifes phone had to be setup for international callingThey are totally inconsistant in telling me what the problem wasNow they are saying they called on the 18th but could not troubleshot because my wife was back in the U SI want the issue resolved so I will not have to go through this again

Initial Business Response / [redacted] (1000, 10, 2015/06/26) */ June 26th Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: Thomas [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr [redacted] 's complaint regarding the cancellation of one of his lines of service due to data roaming violation Mr [redacted] states that he was terminated due to use of roaming data, that the maximum is only megabytes per monthMr [redacted] 's desired resolution is to receive an explanation of why there is a limit of data roaming, but not for calls or text messages I can certainly appreciate Mr [redacted] 's concern regarding this matterI can certainly understand how confusing it may be to have your Smartphone line terminated for data roaming violation, but yet your Feature phone line (which doesn't use data), remain activeIn response to his concerns, I will be honored to review his account to address this matter and provide additional information he may find helpful We respectfully ask that Mr [redacted] understand, the U.SCelluar guidelines for roaming are that at least 50% of our customers monthly usage (voice and text message) must be in U.SCellular licensed markets and no more than megabytes of data usage in any given billing cycle may be used in U.SCellular's non-licensed markets This information is included in our Customer Service Agreements that our customers; including Mr [redacted] , agree to when entering into a new year contract with usThis information can also be found on our website by clicking the "Legal" hyperlink at the bottom of the page and then clicking on "Customer Service Agreement" in the "Use of Service" section Also included in the Customer Service Agreement, is the "Term/ Termination/ Early Termination Fee" sectionThis section states that "U.SCellular may terminate or suspend your service if you fail to perform any obligations of this Agreement including the restrictions and obligations in the paragraph regarding "Use of Service"....and may be assessed an Early Termination Fee." I am saddened to find that on June 19th 2014, Mr [redacted] 's Smartphone line came under review for data roaming violationOn August 15th 2014, Mr [redacted] 's data service was suspended for the remainder of the billing cycle for data roaming violationOn August 18th 2014, we spoke with Mr [redacted] advising him of his data roaming terms of service and that the next step would be cancellation Mr [redacted] 's Smartphone line had not exceeded his data roaming terms of service again until June 11th wherein his data services were again suspendedWe attempted to reach out to Mr [redacted] but were unable to reach him, wherein we left him a voicemail messageLater that same day, we were able to speak to Mr [redacted] directly regarding this situationWe advised him that, with much regret, he would need to either cancel the line or port the number out or switch to a Feature phone by June 21st or the line would be cancelledWe also advised him that if the line was cancelled due to this situation, we would waive his early termination fee if he sent us back the phoneWe then provided the address to mail the phone back We then spoke again with Mr [redacted] on June 17th restating that due to the data roaming violation, he would need to either cancel the Smartphone line, port the number out to another carrier or switch the line over to a Feature phone by June 21st or the line would be cancelled I find that on June 22nd 2015, Mr [redacted] Smartphone line was cancelled for data roaming violationI am saddened that I do not find that we have received the phone back, therefore I find a pending Early Termination Fee of $318.82, which will appear on Mr [redacted] following billIf we should receive this phone back in good working order soon, we will then honor our offer, and waive said Early Termination Fee In closing, I find that at this time, there is a past due balance of $on Mr [redacted] 's accountWe would like Mr [redacted] to know that if he is unable to make this payment right away our Financial Services Department may be able to offer him payment options to ensure his services are not interruptedIf Mr [redacted] would like to find out more about his payment options, we respectfully request he contact our Financial Services Department directly at [redacted] We have reviewed Mr [redacted] 's complaintWe hope this information was helpful in addressing Mr [redacted] 's desired resolutionWe thank him for the opportunity to serve him today with pride and respect Should Mr [redacted] have additional questions, he may contact our Customer Service Department at (888)944- Sincerely, Robyn T Customer Resolution Support U.SCellular

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

May 2, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] ’s additional comments regarding his requests for resolution In his response Mr [redacted] makes several references to my rebuttal response which I will be happy to address Mr [redacted] states in his opening paragraph that he did not want a tablet or talk about a tablet during his wife’s visit to our retail locationWhile he was not present during the initial plan change, he did later contact the store to see if he could take advantage of that promotion to which we accommodated his request since he was now on a plan that offered that promotionMr [redacted] did state in his initial email to me that he did want to take advantage of this promotion even though the transaction was done by him at a later dateAs I stated in the previous rebuttal, this would not have been possible on his prior plan Mr [redacted] also states that he was informed by the retail location that his wife was not authorized on the account stating the discrepancies that were givenAs stated previously, our records show that Mrs [redacted] was authorized on the account dating back to which superseded any limited authorization Mr [redacted] provided on April 11th Per our policy, users are either fully authorized or not authorized, we do not offer options for limited authorizations on consumer accountsIn addition, customers must sign a contract for the plan change to show confirmation of the customer’s acceptance which Mrs [redacted] did on that date In his most recent response Mr [redacted] has now changed his requests from his original desired resolution There is certainly one thing that Mr[redacted] and we can both agreeNeither one of us wants to see Mr [redacted] move to another providerWhile we cannot agree to his desired list of resolutions, I would like to offer an alternate resolutionIf Mr [redacted] can locate a different provider that can provide the same service, features and benefits that he is enjoying on his current plan OR prior plan for less money, and can provide written proof to the store Manager, Mr***, for review, we will match that plan price so that Mr [redacted] can continue to have the peace of mind of having access to the best network in the industryI do hope this will help to show that we are interested in keeping Mr [redacted] ’s business and are willing to provide the best benefits at the least expensive price Should Mr [redacted] have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] H Customer Resolution Support U.SCellular®

Initial Business Response / [redacted] (1000, 10, 2015/07/23) */ July 23rd, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's complaint in which she states she was told in one of our store locations that her friend would have service while in FloridaMs [redacted] went on to state that her friend did not have service while in FloridaFurthermore, Ms [redacted] states that she ported her services over to [redacted] due to this issueMs [redacted] states that [redacted] was supposed to reimburse her for the remaining amount of the Retail Installment that she had for her iPhone 6, which was $479.20; however she states that [redacted] is not following through with their promise to pay this phone off and she feels like she is stuck with the amount I would like to apologize to Ms [redacted] for any frustration that she or her friend [redacted] have experienced because of issues of using their service while in roaming areasU.SCellular provides itself into providing a world class network that is ranked either 1st or 2nd by J.DPower & Associates in every market we do business in, and we strive to provide service in areas that customers do not normally have cellular serviceAlso, our advertisements carry the same clear disclaimers about service as do our customer service agreements We have roaming agreements with many major providers in the state of Florida, so her friend would have had the ability to use her phone within the state of FloridaI, myself, recently traveled to [redacted] Florida and did not run into any areas within the state of Florida in my travels that did not provide me with cellular serviceWhile we are able to provide cellular service in the state of Florida with partner providers, we do not have any store locations in the state of Florida When using our services in a roaming territory or on another's carrier's towers, unfortunately we cannot guarantee that your service will work to its best capabilitiesIn addition to that, we have a limit of 200MB's of data roaming when not in our areaThis is a common practice with most mobile carriers in the United States and I certainly hate to see that this has led to Ms [redacted] terminating her service with U.SCellular with porting her service to another provider In our customer service agreements (such as the one that Ms [redacted] would have signed when she purchased her phone, and also at the initial start of U.SCellular service) it clearly states the following information: At least 50% of your monthly voice usage for each device on your account must be used in U.SCellular's licensed marketsNo more than MB of your data usage in any month for each device on your account [redacted] be used in U.SCellular's non-licensed marketsMore information that is included on one of our customer service agreements can be accessed by clicking this link: http://www.uscellular.com/site/legal/index.htmlAs well our coverage maps can be easily located by visiting this link: http://www.uscellular.com/coverage-map/coverage-indicator.html Furthermore, the Retail Installment agreement that Ms [redacted] signed when she purchased her iPhone on January 31st, clearly states that if the customer cancelled their service before paying off the remainder of the balance owed on the phone, that the full remaining balance would be billed to the customer on their final bill We have reviewed Ms [redacted] 's complaintWhile we certainly hate to lose Ms [redacted] 's business, we are very open with not only our roaming policies, but with our coverage areas as well in the service agreement that she signed, as well as information readily available on our website or with our Customer Service departmentWe do provide our customers with roaming agreements with other cellular providers while outside of our licensed U.SCellular markets, such as in the state of FloridaWe are sympathetic with the financial issues that Ms [redacted] is currently going through, however she voluntarily cancelled her service with U.SCellular to go to [redacted] We cannot control the reimbursement policies of another company when it comes to purchasing off the remaining balance of early termination fees or retail installment costsUnfortunately the full remaining balance of $is still owed to U.SCellular We understand that sometimes things come up that can get you behind and we would love to helpIf Ms [redacted] would want to set up a payment arrangement on her balance, she can contact our Financial Services Department so we can go over payment options with herShe can reach our Financial Services at XXX-XXX-XXXXOur Financial Services are available Monday through Saturday from 6:00am-10:pm, Central Standard TimeThe Financial Services Department is closed on Sunday Should Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well I tried to set up small payment arrangements and they told me everything has to be paid in full by August th and there is no way I can do that I'm so sick of people taken people for granted thank you Final Business Response / [redacted] (4000, 14, 2015/07/24) */ July 24th, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms [redacted] 's rebuttal in which she states that we could not come to terms with her on a payment arrangement with our Financial Services Department towards her current balance owed Payment arrangements can only be made through our Financial Services DepartmentWe are unable to negotiate arrangements through the Revdex.comWe would be [redacted] to accept any payment Ms [redacted] can make while her account is with U.SCellularWe typically hold an account for at least days after cancellationThe account could potentially be turned over to an outside collection agency if Ms [redacted] is unable to pay the balance in fullIf that occurs, we can no longer accept payments from Ms [redacted] and any remaining funds would need to be paid directly to an outside collection agency We have reviewed Ms [redacted] 's rebuttalWhile we are sympathetic with the financial issues that Ms [redacted] is currently going through, Ms [redacted] voluntarily cancelled her service with U.SCellular to go to [redacted] Any issues with receiving a reimbursement for a phone trade in with [redacted] would need to be discussed with [redacted] Unfortunately U.SCellular does not have any options to assist Ms [redacted] in the dealings with another company and because of this, we respectfully ask that this matter be closed Should Ms [redacted] have additional questions, she [redacted] contact our Financial Services Department at XXX-XXX-XXXX or our Customer Service Department at XXX-XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2014/03/06) */ March 6, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's complaint about only receiving two bills since he started service with us and having to be on hold for hours only to be disconnectedMr [redacted] said he has been told to look online to view his bills but has not been able to access his bills online because the system is telling him he has the incorrect account numberMr [redacted] has not been able to pay what he was told he would be paying on a monthly basis which was $plus tax he said it has ended up being more money and has not been able to get an explanation of whyHe has also mentioned in his complaint that he has had to make multiple trips to the store to make payments because he does not know how much he has to pay and that on three different occasions his services have been interruptedHe has said he has made two payments this month and that his payments have not been showing on his account but that he does have his receipts to show he has made the paymentsMr [redacted] also said that when he took a trip to Florida he was told to update his roaming area but that his phone would not let himMr [redacted] said he would not recommend U.SCellular to anyone and that he felt like he was lied to about pricing and service in combination with his missing payments and he would like to be able to cancel his services with us and have the bill taken care of Ms [redacted] I can understand the frustration Mr [redacted] has encountered trying to get his bills so he can make the payments on his account and not risk the services being interruptedI am so sorry for Mr [redacted] 's inconvenience and the long hold times that he mentioned when he tried to call us and having the call end up being disconnectedI will be [redacted] to research to see what I can do to help Mr [redacted] Ms [redacted] when Mr [redacted] had started service with U.SCellular we had just upgraded to a new billing system and a new phone system which we were working very hard to iron out the wrinkles of both systemsWe were trying not to impact our customers in any way and try to make the transition a smooth one, but unfortunately the upgrades caused delayed billing and our phone system was not working like we had hopedWe were working night and day to get our systems to the standards our customers were accustomed to so we could provide the world class customer service that we were known for Ms [redacted] in my research I was able to find that Mr [redacted] 's charge for the services he had when service was started would be in the area of $before taxes not $Since then he has changed his monthly service price plan and has added a line to his accountWhen services are started there is always proration's involved and activation fees that is why the first bill is always the highest Ms [redacted] if Mr [redacted] can fax us a copy of the receipts for the payments he said he made in the last couple of months we will be [redacted] to research where the payments have postedI hope Mr [redacted] gives us the opportunity to help him by calling our Customer Service Department and we will be [redacted] to go over the charges with him and help him to be able to sign on our online website so he can manage his bills online and make payments online so he don't have to make any more trips to the store Ms [redacted] if Mr [redacted] goes on another trip like he did when he went to Florida and experiences phone problems he can always call our Customer Service Department and we can partner him with our Roaming Support and get his phone issues resolvedWe are always more than willing to help our customers anyway we can Ms [redacted] it saddened me to hear that Mr [redacted] wants to cancel his services with us and that he would not recommend our services to anyoneWe would like the opportunity to see what we can do to help Mr [redacted] if he will give us the chanceFor security reasons we would not be able to cancel the account via correspondenceMr [redacted] would need to call our Customer Relations Department at XXX-XXX-XXXX or he can call our Financial Services Department at XXX-XXX-XXXX if his bills ever get to the point where he can't make the payments so our financial representatives can see what payment arrangement options would be available to Mr [redacted] This will prevent future interruption of services Ms [redacted] we would not be able to cancel the account and waive the balance like Mr [redacted] had requested his desired resolution to be but we will be more than [redacted] to see what we can do if he will give us the chanceI hope the options that I have provided Mr [redacted] will give him the peace of mind of knowing that we are here to help him Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

I had US Cellular service for my cell phone while I was in high school back in early 2000sI cancelled my account in 2004, and moved out of the state in January of I received a phone call in late threatening to be sued for an account that was opened in October of and held until I explained to US Cellular that it was not my account and that I had moved out of stateIn I enlisted in the ArmyThe representative that I spoke to in told me that they had found the account to be a fraudulent account and that it was being taken care ofIt was removed from my credit report, and I never heard another thing about it up until nowI received a phone call with the threat of a tax garnish and an expensive court process if I did not pay over $1,to pay off the account that was in collectionsWhen I explained that this account had been closed and written as a fraudulent account, there was not record of itSo now, almost years after the fraudulent account was opened, I am being threatened with court and a tax garnishThat statute of limitations in the state of North Carolina is yearsNobody has been able to explain to me how I am being threatened almost years laterI have tried multiple times to get in contact with the US Cellular legal department, and the corporate customer serviceNobody is answering my calls and nobody is returning my messagesI even sent an email to the customer service and have not heard anything backThis company used to be really goodNow, not so muchThis is the most disappointing customer service I have ever seen in my lifeBeing on active duty takes me lots of places, and it's sad that I am threatened more by a company from years ago than I am of war