US Cellular

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

Initial Business Response / [redacted] (1000, 10, 2015/05/05) */ [redacted] 5, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX 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] complaintIn her complaint, Ms [redacted] stated that she received a bill for $after cancelling her account and paying the remaining balance on the account on October 22, Ms [redacted] states that she called and was told that U.SCellular would "straighten out" her accountMs [redacted] states that she received a letter on February 1, stating that her account had been cancelled for nonpaymentLastly, Ms [redacted] states that her account has been turned over to a collection agency at this timeMs [redacted] states that her desired resolution is to have all charges owed waived and to have her account removed from the collection agencyShe stated she wants written proof that this has taken place and that her credit history is undamaged by the incident I am sorry to hear that Ms [redacted] has had so many problems related to the cancellation of her accountWe always want to make sure that our customers are only billed for services or fees that are accurate and if there is an error, we will do everything in our power to correct itI apologize for any inconvenience that Ms [redacted] has experienced in this matterI appreciate the opportunity to assist in resolving her concerns Ms [redacted] was billed an Early Termination Fee once her account was cancelledThis is why she received a final bill in the amount of $The reason this fee was billed is because on [redacted] 31, we offered to allow Ms [redacted] to upgrade her line early and get a new phone for free because her phone was lost and there was a delay in our response to her emails about the lost phoneOn June 5, when Ms [redacted] was in the store we did advise her that the upgrade and new phone would require a new contractOur Customer Relations team offered to provide a used phone with no contract, but this was declinedOn October 22, 2014, Ms [redacted] called in to once again dispute the contract on her line and was told by a supervisor that we would allow her to cancel her service without an Early Termination feeMs***' service was cancelled on October 27, On December 9, 2014, Ms [redacted] called in about the Early Termination Fee that she was billedOur Customer Service associate that Ms [redacted] spoke with noted that once Ms [redacted] was advised that the balance was due to an Early Termination Fee, she ended the callWe did not have the opportunity to address the balance or make any needed adjustments at that time before Ms [redacted] ended the call In her complaint, Ms [redacted] states that she continued to receive bills for her cancelled accountThe non-pay cancellation notice that was sent to Ms [redacted] was sent in errorHer account was cancelled in full on October 27, There were not any additional charges made on the account, the statements that we mailed to Ms [redacted] on January 26, 2015, February 26, and March 26, all reflected the same balance of $for the Early Termination Fee Even though we continued to send statements for the balance on the account for three more months, we did not receive any more calls from Ms [redacted] until April 30, after her account had been sent to a collection agencyIt is important to note that once an account is sent to a collection agency, it is owned by that agencyWe are not legally allowed to access the account, make any changes to the balance or share any information on the account once the collection agency has the accountWhen Ms [redacted] called in we advised her that she would need to dispute the balance with the collection agency as this is the procedure to address any account balances that are in question We have reviewed Ms***' complaint and the circumstances surrounding the issueBecause we did offer to waive the Early Termination Fee in our conversation with Ms [redacted] on October 22, 2015, I have applied the needed credits to her account to bring it to a zero balanceThe collection agency has also been sent notification to remove Ms***' account from their systemMs [redacted] will receive a revised final bill from us that reflects the credits I have applied and to show that her account now has a zero balanceU.SCellular is not able to send a letter stating that her account is no longer with the collection agencyIn order to get that documentation Ms [redacted] would need to contact the agency directly and they will be able to provide her with the needed documentationAgain I apologize for any inconvenience that Ms [redacted] has experienced in relation to this issueI hope that this resolves Ms***' concerns about her cancelled account Should Ms [redacted] have additional questions, she is welcome contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/05/21) */ US Cellular has rescinded the charges For which I am very grateful to the Revdex.com for, you were able to get them to do what I have been asking all along, look at their notes and act accordinglyThat part is resolvedI am still attempting to find out if this has impacted my credit scoreThe collection agency, Diversified Adjustment Service, Inc., will not speak to me as they say the case is closed and US Cellular continues to defer to them stating that they are the only ones that would have that information Final Business Response / [redacted] (4000, 19, 2015/05/26) */ [redacted] 26, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX 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***' rebuttal to our previous responseIn her rebuttal Ms [redacted] states that she is still trying to determine if her credit score is impacted by the issues with her accountShe states that U.SCellular has referred her to the collection agency and that the collection agency will not speak with her because the case is closed I am sorry to hear that Ms [redacted] is still having problems related to this issueI certainly understand how frustrating it must be if she is having trouble getting the information she is looking forI appreciate the opportunity to assist further in this matter Ms [redacted] called in on [redacted] 12, and was advised by our Financial Services Department that we notified the collection agency to close the case because it was placed in errorOur Financial Services Department also advised Ms [redacted] that since the account was sent to an outside collection agency in error, that there would be no negative impact on her credit score Since the case related to Ms***' U.SCellular account is closed, the collection agency should have sent a letter confirming that the case is closed and that her credit score is not impactedIf Ms [redacted] did not receive this letter of confirmation, she would need to contact the collection agency directly to request that letterAnother option would be for Ms [redacted] to check her credit report to see if her U.SCellular account appears on itIf her U.SCellular account is on the credit report, Ms [redacted] would need to contact the collection agency to request that it be removedU.SCellular is not able to provide this documentation because the collection agency is the entity that reports to the credit bureau At this time, U.SCellular has done everything possible to resolve this issue for Ms***We have credited back fees that were billed in error and we have notified the collection agency that the account was placed with them in error and had the case closedWe have advised her that any further documentation relating to her credit score would need to come from the collection agency as they are the entity that reports to the credit bureauI hope that this resolves all of Ms***' concernsAt this time we respectfully request that the case be closed Should Ms [redacted] have additional questions, she is welcome contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2014/09/09) */ September 9th, 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***'s complaint wherein he requests to be released from his contract with us due to service and reception issuesMr [redacted] states that he was told that his service would work everywhere, including out of stateMr [redacted] states that he notified us about his service issues after two weeks, and that we advised him to troubleshoot his phoneMr [redacted] states that the troubleshooting did not resolve the reception issues, and that we then sent a replacement device to him which also did not resolve the reception issues Mr [redacted] states that we are attempting to hold him to his contractual obligations when he has requested to be released from them, and that the poor quality service does not stem from the equipment he is using, but rather from the quality of our networkMr [redacted] asks to be released from his contract without penalty, and requests that other people join him in a class action lawsuit against U.SCellular U.SCellular understands how important it is to have good coverage in all of the places in which you use your phoneWe work diligently to maintain service in the areas we cover, and we partner with major carriers to provide service in places where we do not own towers so that we [redacted] provide nationwide coverage to our customersU.SCellular also makes its coverage maps available both in store and online, so that customers can make an informed choice about their serviceWe do not operate towers in all states, and many areas are covered by our partnership with other carriersWe cannot guarantee the quality or reliability of service in these areas of partner coverage The verbiage included in our Terms and Conditions states: You understand that Service [redacted] be interrupted or unavailable due to atmospheric or topographical conditions, governmental regulations or orders, or system capacity limitationsRepresentations of coverage by U.SCellular or its agents are not guarantees." By signing the contract with us, customers acknowledge that they have received a copy of and agree with U.SCellular's Terms and Conditions In an effort to give our new customers time in which to fully experience our network quality, we offer a day guaranteeDuring this time, the equipment can be returned and the services cancelled without penalty should the customer determine that U.SCellular service will not meet their needsWe also do our best to work with our customers to ensure that any difficulties they [redacted] have with our service are not a result of defective equipmentThis is why we worked with Mr [redacted] to troubleshoot his device, and also sent a replacement when we believed the issue was caused by the equipment he was usingThis was not done in an effort to hold Mr [redacted] in service against his wishes, but rather it was an attempt by us to make sure that he was receiving the best quality service we could provide I see that Mr [redacted] spoke with one of our associates today, September 9th, 2014, and we agreed to release him from his contract in exchange for the return of his deviceWhile the day guarantee window has passed, we do not wish to keep Mr [redacted] under contract when the service does not meet his needs, and we are [redacted] to make an exception for himWe have sent a return kit to the address we have on record, which Mr [redacted] can use to ship the equipment back to usWe will also need to receive the original device which Mr [redacted] exchanged with us on September 5th, I hope that this arrangement meets Mr***'s needsI sincerely appreciate the opportunity to review Mr***'s account and provide information that I hope is helpful to himShould Mr [redacted] have any additional questions, he [redacted] contact our Customer Service Department by dialing (XXX) XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

December 7, 2015Revdex.com of ChicagoAttention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL 60611Re: Complaint Number: [redacted] Customer’s Name: Monica ***U.S Cellular Account Number: [redacted] Account Holder: Adam ***Thank you for contacting U.S Cellular in reference to the above accountI am in receipt of Ms***’s complaint stating that within the first few months of having the service she had to contact our Technical support Department multiple timesShe mentioned that for each of the months she used the service she also got incorrect bills from usSince she expenses her data usage with her employer she needs a bill that doesn’t show any incorrect charges or any charges that she didn’t have to payThe desired resolution she is seeking is a billing system that can give her a receipt of payments she has made and bills that she doesn’t have to call in and dispute each monthI would first like to apologize to Ms [redacted] for any frustration and dissatisfaction she has encountered while dealing with our company over the last few monthsI know that having a working device for work purposes is very importantWe don’t want her to get behind on any of her work due to issues that she has experienced from lack of service on our partWe understand that her time is valuable and having to spend time on the phone with us takes up her timeI will be happy to review the account and provide further detailsUpon review of the account it shows this account has been active since There had been no interactions on this account until the recent interactions from Ms***It shows that on September 25, that Ms [redacted] contacted us and we didn’t have her listed on the account as an authorized party; therefore, we were only able to provide her with general information about the account until we spoke with the account holderAs of October 5, Mr [redacted] contacted us to add Ms [redacted] to the account, unfortunately, that was not completed which resulted in Mr [redacted] having to call back in later that day to get her added to the accountOnce we got her added to the account she contacted us regarding the billing and advised of the data overages that were on the account and she escalated to a supervisorOnce she spoke with the supervisor we gave her an option to upgrade the current hotspot to either a new hotspot or a router with us and in exchange we would waive the $in overages on the accountWe transferred her to our Telesales Department so we could order the new device for her and there was a misunderstanding on the call as to what should have taken place, which resulted in Ms [redacted] getting transferred to a different department that couldn’t help her with her request She was able to order the new router this day and she changed the plan to an gigabyte Shared Connect plan.On October 6, Ms [redacted] contacted us to get the new device activated she was experiencing some issues and we had to update the accountAs of October 9, she contacted us because the internet on the device was moving slowlyWe did basic troubleshooting and the data was working faster but later that day she continued to experience the same issues with the device and we suggested that she get a new SIM cardA couple of days later she reached out to us again and she was still having problems with the internet service on the routerWe did more troubleshooting with the device and it worked for another few daysOn October 13, she called and wanted to see what the options were for the device as she was still having problems with the deviceWe offered to send her out a new device and if she had any problems with the new device then we would allow her to return the device and waive the restocking feeWe sent her out a new device that dayWhen Ms [redacted] received the new bill she contacted us on November 18, so we could waive the overage charges off of the accountAlthough prior documentation showed that we would only waive $of the overages we waived the full amount of $off of the bill, the shipping and handling charge, and the late fee off of the bill We took a payment on the account and we provided her with the confirmation number for the paymentShe requested that we get her a receipt of the payment; however, if we make any adjustments on the account we cannot reprint a new bill not showing any charges that we have adjustedWe offered to get her an invoice of her payment history and she declined as she stated her employer would not accept that.She called us back on December 1, and she requested a receipt of a payment which at that time we advised that she would have to make future payments in the store if she wanted a physical receipt of what she paidOtherwise, the only options she would have is the confirmation of the payment we provided, she can print out her payment history online, or she can wait until the next bill prints that will show the payments she has made and any credits that we would have had to issue on the accountI see that the Office of the President attempted to reach out to Ms [redacted] on December 3, and today and we were unable to reach her to address her concernsWe have reviewed Ms***’s complaint and the desired resolution we cannot provide herIf there weren’t any data overages that took place on the account then the bill will not print out showing a higher balanceWhen she has gone over or is getting ready to go over there are alerts that come out that would let her know if she has reached 75% or 100% of her data usageShe can always manage and monitor the usage online or by reaching out to us to check the usage for herIn regards to getting her a physical receipt unfortunately we cannot do that unless she goes into a store and makes her paymentIf she calls Customer Service and makes a payment over the phone then we can only provide her with the confirmation number of the paymentI am not sure if Ms [redacted] was ever made aware that she could view any payments she has made with us online but if not she can certainly do that under her online accountIt would be located under bills and payments and payment historyShould Ms [redacted] have additional questions, he/she may contact our Customer Service Department at (888)944-9400.Sincerely,Kimberly CCustomer Resolution SupportU.SCellular®

Initial Business Response / [redacted] (1000, 10, 2014/11/07) */ November 7th, 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: XXX-XXX-XXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI have received Ms***'s complaint in which she states that she bought and paid for a new phone and an Apple iPad in our Tomah, Wisconsin retail locationMs [redacted] continues with stating that someone had credited her bank card and put her equipment purchases on a retail installment plan, which Ms [redacted] says that she did not requestMs [redacted] stated that she left the store believing that her equipment was paid for at that timeMs [redacted] states that she wants to pay off her retail installments and get out of her contractMs [redacted] states that she does not get coverage where she currently lives and needs to get a new carrierMs [redacted] closes with stating that she would like her monthly charges accrued refunded to her Ms [redacted] I definitely understand how leaving the store thinking that her equipment was paid for, but to later realize that it was under a retail installment plan would be frustratingIt is unfortunate that the retail installment plan was not explained in more detail to Ms***I can also understand any frustration to Ms [redacted] pertaining to her rewards points not being spent to her satisfaction at the point of sale for the equipmentI apologize for any inconvenience this caused Ms [redacted] and I am more than [redacted] to review her account and assist with this matter On June 11th, I show that Ms [redacted] called our Customer Relations department in reference to her living outside of the coverage areaThe associate explained to Ms [redacted] that since she lived outside of our coverage area, she would have impacts on her coverage, including the lack of store locations and limited data servicesThe associate further recommended for Ms [redacted] to look for carriers that provided service at her new residence and educated how she could port her phone numbers to another carrier that provided service in her new location Ms [redacted] upon further review of the account, I see that Ms [redacted] visited our Tomah, WI retail location on July 31stAgainst the advice of the associate from our Customer Relations department and also knowing that she was no longer living in our coverage area, Ms [redacted] activated a new line of service for her new Apple iPad Mini 16gb and upgraded her phone number ending in [redacted] to a brand new LG Freedom In Ms***'s complaint, she states that she was under the assumption that she had paid for the devices at the point of saleThe full retail value of the Apple iPad Mini 16gb is $and the full retail value of the LG Freedom is $On that day, Ms [redacted] did not make any payments to the account for her new equipment, however she made a payment for the amount of $That amount covered the total amount of sales tax for both devices, which is commonplace when a customer initiates an agreement for the retail installment contractWhile the customer would pay the tax amount up front, the actual retail cost of the device is divided into payments over the following months Ms [redacted] when our customers do retail installments for their devices, we provide them a monthly credit (corresponding to data package and type of device that they currently have active) that is only available to eligible customersUpon reviewing the account, I do see that Ms [redacted] does have all of those corresponding discounts for her two devicesHowever, I did notice that she was charged an activation fee on her bill at the time in errorI have waived the charge (a total amount of $44.67) from her current balanceI apologize to Ms [redacted] for being subjected to that charge in error We have reviewed Ms***'s complaintWhile it is unfortunate that Ms [redacted] currently lives outside of our coverage area, she had full knowledge of those impacts before renewing her contract with U.SCellular(r) and purchasing new devicesIf Ms [redacted] still wishes to cancel her service and port to another provider, I recommend that she contact our Customer Relations department so that we [redacted] advise her of the remaining balance of her retail installment contracts at the point of cancellationDue to the fact that Ms [redacted] was made fully aware of any service impact and lack of stores in her area before she purchased new equipment, I will not be able to credit any charges off of her account for actual service charges Ms [redacted] I appreciate the time that you and Ms [redacted] have allowed for me to review the account and provide this informationShould 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, 2014/05/08) */ [redacted] 8, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountWe have received Mr [redacted] complaintMr[redacted] stated he has had issues using the automated renewal system each month by dialing #or When this method does not work, he calls U-Prepaid Customer ServiceMr[redacted] has described our U-Prepaid Customer Service associates as being from a foreign country, rude, untruthful, and disregards his concernsMr[redacted] stated there is no reason any of U.SCellular's personnel should treat any customer in this mannerMr [redacted] desired resolution is to have all of U.SCellular's Customer Service Associates relocated back to the United States Here at U.SCellular we value treating our customers with respect and professionalism no matter what the circumstances areWe do not tolerate rude treatment towards our customers because customers are what keep our business afloat in the competitive wireless marketplaceI offer my sincerest apologies for any rude treatment Mr[redacted] experienced when dealing with our associates I understand Mr[redacted] has had difficulty making a payment by calling #or #ADD and he does not want to be offered automatic paymentThere are a few other methods to replenish his account besides call #or calling Customer Service at [redacted] to pay with a credit card Visiting a U.SCellular(r) store to pay with cash or credit card Purchasing a new refill card available at Wal- [redacted] stores that carry U Prepaid, and following the directions on the card to add money to his account Mr[redacted] has expressed he would prefer that all of our Customer Service Associates be native English speakersI would like Mr[redacted] to understand that U.SCellular has a diverse workforce throughout the entire businessThis applies across our pre-paid & postpaid channels, retail, telesales, online shopping, human resources, marketing and so many other channelsHaving a diverse organization helps us better understand the needs of our current customers, and any potential customersIt will also help us take action to meet those needs and not just understand themWe truly appreciate Mr [redacted] feedback and his account has been documented with this informationHave a wonderful day Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) A diverse workforce is a good thing in today's worldHowever, EVERY SINGLE TIME YOU CALL UPREPAID YOU GET A CALL CENTER IN ***This service through your company NEVER receives US-based customer support and in many instances it is extremely difficult to understand the accent of the CSRAs far as alternate payment methods these were offered by the RUDE sales floor managerMy local Walmart does not offer the card value I require nor is their a conveniently located US Cellular store, which I was sure you could not renew Uprepaid throughAnd while a diverse workforce is desirable for any large corporation it seems as if many like US Cellular go with the cheap foreign customer service...yet want us to buy that service Final Business Response / [redacted] (4000, 14, 2014/05/13) */ [redacted] 13, 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: [redacted] Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] complaint and I am [redacted] to review the accountI understand that Mr[redacted] is not [redacted] with the customer service that he has recently received from U.SCellular(r)Mr[redacted] has expressed that he understands having a diverse work force is important, but every time he calls he speaks to someone in ***He is also upset that he was treated rudely by a sale floor manager in one of store locationsMr [redacted] desired resolution is to have U.SCellular(r) have all of its customer service located within the United States of America I understand Mr [redacted] frustration when calling for customer serviceI apologize that we have not met his expectationsRegrettably, these decisions are necessary for the health of our businessI respectfully cannot provide Mr[redacted] with his desired resolutionAll of our customer service is held to the same standard of award winning customer service, no matter their locationWe appreciated the feedback and hope to continue our relationship with Mr[redacted] going forwardAs for the in store issues, there is no reason for any of our representatives to be rudeThis is extremely rare within our company and I apologize for any issues that were causedI also would encourage Mr[redacted] to look at our postpaid service options to see if there is anything else that could meet his needs Should Mr[redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular(r) Final Consumer Response / [redacted] (2000, 16, 2014/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since they are going to do absolutely nothing to improve this problem I have no choice but to accept thisDue to this issue I will most likely discontinue service through US CellularIt is just too frustrating having to deal with a foreigner every single month to renew my phoneWhile they "claim" they are creating a web renewal portal that claim has been advanced since my initial start of service dateOther providers have the forethought to offer an easier renewal method and they will get my business in the future

Initial Business Response / [redacted] (1000, 10, 2014/06/25) */ June 25, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of MS [redacted] complaint regarding not receiving assistance with the credit balance refund of $on her accountI understand that she has tried to contact us regarding this issue several times to no resolveI regret to learn that we have not provided the Customer Experience she is accustomed to and I'd be more than [redacted] to review the account Ms [redacted] , when a credit balance is due to a customer, our Payment Control Department will process the transactionThe refund is usually sent out approximately days after the revised final billThis ensures all charges, such a roaming, are billed prior to refunding the account balanceIf a customer calls prior to that time, we will verify the information required and submit the refund requestAfter researching Ms [redacted] account, the refund of $processed on March 28, 2014, and was applied to the credit card that was on file at that timeThe credit card, ending in 8360, was the same card used for her last two payments in December and January Unfortunately, if the card was cancelled or misplaced, we had no knowledge of this I have contacted our Payment Control Department once again to see about processing the refund by check instead, as Ms [redacted] no longer has access to this cardWith the refund already being processed effective March 28th, we cannot guarantee that the funds will be released back to U.SCellular; although we will make the attemptIf the funds are released back to U.SCellular, I have also requested that Ms [redacted] is refunded by check formatI have also gained access to the Customer Service number to the company who provided the card: X-XXX-XXX-XXXXI would recommend Ms [redacted] contact their Customer Service directly to see about the possibility of her refund as well I also want to apologize to Ms [redacted] for the lack of Customer Service she has experiencedCustomer satisfaction is our number one priority and I appreciate the honest feedback she has providedIt is our customer's opinion that matter most as it provides us the opportunity for growthI hope that this information is helpful in providing a resolution to Ms [redacted] She [redacted] follow up on the status of my request by calling into our Customer Service Department at (XXX)XXX-XXXX and referencing case number XXXXXXXWe are always here to help in any way possible Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (2000, 12, 2014/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your assistance in this matterUpon being given a contact number for the credit card company which received the credit on my behalf, I was able to contact them and receive my refundThank you for your time and efforts to rectify this situation Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2014/03/26) */ March 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: [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] complaint regarding the balance due on his canceled U.SCellular accountMr [redacted] states that he canceled this account in September or October of and he paid all balances dueMr [redacted] is requesting that U.SCellular takes responsibility for the balance on the account and settle the account with the collection agency I certainly understand how frustrating it must have been for Mr [redacted] to have received a collection letter for an account he thought was paid in fullI will be [redacted] to review Mr [redacted] account to further address his concerns I have reviewed Mr [redacted] account and I noticed that the line ending in X-was successfully canceled on November 11, over the phone through our Customer Relations DepartmentAt that time, Mr [redacted] had a billing statement dated October 20, with a total balance of $due by November 16, This billing statement covered monthly service charges for billing cycle October 4, through November 3, and past due balances from the September 2, and September 14, billing statementsWe received a payment of $on October 24, 2013, which left a remaining balance of $on the account that was due by November 16, There were no further payments received on the accountMr [redacted] did have another billing statement to produce on November 8, with a balance of $This balance covered monthly service charges for billing cycle November 4, through December 3, 2013, the past due balance left from the October 20, billing statement of $80.45, and $for accessories that were ordered with rewards points As mentioned above, Mr [redacted] account was canceled on November 11, and his final billing statement was produced on December 11, The final billing statement did not include the prorated credits back to the account since the account was canceled in the middle of the billing cycle November 4, through December 3, I have provided an adjustment to the account for the prorated billing cycle November 11, through December 3, in the amount of $This reduces the balance due on the account down to $The account has been returned to U.SCellular due to this error and Mr [redacted] submit payment by contacting our Financial Services Department by dialing [redacted] from any phoneMr [redacted] also mail in a payment to U.SCellular Dept[redacted] Palatine, IL XXXXXI hope this information is helpful and I sincerely apologize for any confusion and frustration that [redacted] have been caused Ms[redacted] I greatly appreciate your time and the opportunity to assist with Mr [redacted] concernsIf Mr [redacted] has additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX and we will be [redacted] to help Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find irony in the responseU.SCellular is willing to discuss the situation only after I file a complaint with the Revdex.comPreviously your representative I contacted stated that 'your account shows that it has been turned over to the collection agency Asset Management Outsourcing Recovery Inc(AMO)For this reason, by law, the account can only be discussed or resolved with the collection agency.' But now that I file a complaint, U.SCellular desires to talk about the situation Why was I disregarded before this? As in regards to the speculated outstanding balance, I was told by your representative when I closed the account, that my account had been settledWhy now is the company back tracking on this five months later? Are there no policies in place to properly train customer service representatives on balances outstanding? If U.SCellular can not or is unable to determine that fact when closing accounts how can I be so sure as there is even an outstanding balance owed? I made every effort when closing my account to be sure any unsettled balance was settled as I was released from my obligation with themIf there is a failure on their behalf, they need to acknowledge it and take responsibility for it, making sure it does not happen again There is a clear lack of corporate responsibility on many levels going on hereMistakes made by the corporation should not be passed [redacted] to the consumer! Final Business Response / [redacted] (4000, 18, 2014/04/10) */ April 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: [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above account I am in receipt of Mr [redacted] response to us regarding him contacting us prior to writing the Revdex.com and asking questions regarding his accountMr [redacted] stated that we would not assist him when he originally contacted us due to his account being assigned to an agencyHe also asked for an address to mail in his payment of $ Ms[redacted] I certainly understand the frustration of attempting to clear up this account after it was assigned to an agency and prior to submitting this complaint to you I would like to take a moment to explain the reason why our Customer Service Team does not assist with accounts that have been assigned to an outside agencyThe reason for this is due to the agency owning the debt and all rights to that informationOnce an account has been assigned to an outside agency, the account can be disputed by contacting the agency and the agency would then submit the dispute to the company that the debt originated in, in this case that would be usI do apologize if Mr [redacted] was not advised to file such dispute with the agency and thus resulted in filing a Revdex.com complaintWhen an account is disputed through the Revdex.com generally we just put a hold on the collection path with the agency as often times the debt amount is correctIn Mr [redacted] situation there was an error on the account causing us to adjust the balance and asking the agency to return the debt to us as we made a mistake on the account Ms[redacted] accounts are not generally turned over to outside agencies until U.SCellular has attempted to collect the debt for well over daysIn this case, we show the debt from was December and the account was not assigned to an agency until March, leaving a few months that Mr [redacted] could have disputed the debt directly to us prior to being turned over to an agencyIf Mr [redacted] runs into a situation like this in the future be it with our company or another company, I recommend he dispute the balance as soon as he received the first bill that does not seem to be correctThis can prevent future stress from being assigned to an agency and attempts to clear up the balance could be resolved during the first interaction with the company Ms[redacted] Mr [redacted] submit payment by contacting our Financial Services Department by dialing [redacted] from any phone or he [redacted] also mail in a payment to U.SCellular Dept[redacted] Palatine, IL XXXXX Should Mr [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (4200, 16, 2014/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive a final bill in the mail from U.SCellularBeing that I received the collection notice through the mail, that does tell me that my address is currently still on file I do appreciate the admission of not being given the proper credit from the day I canceled service, but this was only after U.SCellular obtained the account information from the bill collection agency and investigated the situation This is were the issue exists When I contacted U.SCellular to discuss the bill, they refused to discuss it with me being legally obliged to not discuss the account because they turned it over to a collection agencyIf I hadn't of made a complaint and just paid the bill, I would've paid more than I actually owedI believe this is a common practice, not just with U.SCellular, but many corporate entitiesHowever, being that I went as far as to make a complaint, U.SCellular recalled the account to look over the issueI believe they should have recalled the account when I initially contacted them in order to discuss the situationBeing that now they have a complaint against them, they are willing to negotiateThis is poor customer service and utter disregard towards meI believe many customers fall victim to this kind of practice and are over charged for services based on this kind of practiceU.SCellular knew they could take the initiative to accommodate me, as a past customer who has spent a lot of money with them over the years, and they chose not to I will pay the remaining balanceI will need an address to send the payment of $

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

Initial Business Response / [redacted] (1000, 10, 2015/01/16) */ January 16, 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 Ms***'s complaint, I understand that she is frustrated regarding her experience with porting in her [redacted] number to U.SCellular, and that she would like a credit for the two weeks when she was having to carry two phones due to the porting delays Ms[redacted] I am extremely sorry for the experience Ms [redacted] had in starting her service with usI have reviewed her account and it does appear, for whatever reason, that [redacted] was reluctant to allow the port to be completedThis is very unusual as most ports are complete within a few hours, usually hours is the maximum it would take to processMs***'s did take over two weeksWe share in her frustration, when a valid port request is presented to another carrier, as it was for Ms***, the other carrier is supposed to release the number in a timely fashionThis did not happenWe apologize for the inconvenience this caused As a result, I have credited Ms [redacted] for 1/month worth of serviceEven though we were not preventing the request from completing, I feel that is fair due to the experience Ms [redacted] hadI do show that the port did finalize on January 15th, so this problem should now be resolvedI also show that Ms [redacted] called and spoke with us earlier today, January 16th, and we advised her of thisIf she encounters any further problems, we ask that she call us immediately so that we can fix any issuesThe credit I have issued totals $after tax, which is 1/of her $monthly costHer current balance is now $118.49, which is due on January 26th Ms[redacted] I am quite concerned that Ms [redacted] states that [redacted] is saying they will not cancel her service until January 28thAs part of the porting process, service should be cancelled as soon as the port completesI would suggest that Ms [redacted] pursues that matter further with [redacted] , as they would in essence be billing her for service they will not be able to provide Again, my apologies for Ms***'s poor experience, we hope that she will be quite satisfied with the service going forwardIf she has any further questions or concerns, she [redacted] call us at from her U.SCellular phone or at (XXX) XXX-XXXX from any other phone Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2014/02/12) */ February 12, 2014, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite [redacted] Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Ms [redacted] Thank you for contacting U.SCellular�® in reference to the above accountI am in receipt of [redacted] 's complaint regarding the cancellation of her serviceI understand Ms [redacted] had a hard time trying to cancel her service and is requesting she be credited for the extra days she had to keep service further when she wanted to cancelI would be more than [redacted] to provide some information [redacted] will find helpful Ms [redacted] , I regret to hear that [redacted] has chosen to terminate her serviceHere at U.SCellular�® we strive to provide the world's best Customer ServiceIt is never our intent to see customer's displeased with the services or customer experience we offerMs [redacted] , I noticed Ms [redacted] called on 2/10/in order to cancel the accountWe could not verify Ms [redacted] due to her account being protected by a password [redacted] she could not provideWe strive to keep our customer's accounts protected and secureTherefore, there is a level of security we must upholdWe have our customer's set up passwords, pin numbers, or security questions to access their accountWhen calling in if these security options cannot be answered we must have the person calling in go into a store location with government issued photo I.Din order to verify themselves and update any security information I see we spoke with Ms [redacted] again on (2/10/14) and were able to verify her through an alternative methodThe account was cancelled the same day on 2/10/There is now a credit balance of $on Ms [redacted] accountOnce a final bill prints and is received, Ms [redacted] call in to request the credit be returned in the form of the last payment made on the accountAt this time, there is no additional credit that we will be applying to the account since we cancelled the service the same day Ms [redacted] calledAlthough, Ms [redacted] has decided to end her service, we would like to thank her for the time she allowed us to be her wireless providerWe wish her the best going forward We truly apologize for any inconvenience this has causedI appreciate the opportunity to have addressed Ms [redacted] concernsShould she have additional questions, she can contact Customer Service from 6:00am until 11:00pm Central Standard Time at XXX-XXX-XXXX or by dialing a free call from a U.SCellular�® phoneWe are always here to helpThank you and have a great day Sincerely, [redacted] T Customer Resolutions Support U.SCellular�® Final Consumer Response / [redacted] (4200, 16, 2014/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response shows the continued lack of customer service US Cellular practicesIt's hard to have a record of me calling when as soon as you tell the customer disservice representative that you need to close an account suddenly you are placed on hold for over an hourI don't know if this is a company policy or individuals playing this gameA utility company can not refuse a customer from discontinuing service Final Business Response / [redacted] (4000, 18, 2014/02/19) */ February 19, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite [redacted] Chicago, IL XXXXX 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 accountWe are in receipt of Ms***' rebuttal in which she states that U.SCellular is continuing to provide a lack of customer serviceShe continues by stating that there would not be any documentation on an account when she was immediately placed on hold for more than an hour when she informed the representative that she would like to cancel her accountShe states that she does not know if this is a company policy, or if it is an individual playing a gameMs [redacted] states that a company cannot refuse a customer their request to cancel their services Ms [redacted] , I regret to hear that Ms [redacted] has felt as if the information provided in our previous correspondences were unsatisfactoryI appreciate her feedback regarding these interactions, as we do endeavor to provide the best customer experienceI am [redacted] to further address Ms***' concerns In a thorough review of both Ms***' account, and the previous communications within this complaint, I would like to report that all information provided has been accurate for the situationWhen our customer service representatives receive a call from a customer requesting to cancel their account, they are required to access the account and perform security verification before connecting the customer to our Customer Relations Department who handles cancellation requestsHad Ms [redacted] called prior to February 10, to cancel her account, documentation would be mandatoryAs we have mentioned previously, there is nothing on her account to show that she attempted to cancel her account prior to February 10, Once her account information was protected by her verification, she was connected with the Customer Relations team, and her account cancelled immediatelyThere were no additional days involved, as this all occurred on February 10, Although all charges on the account are valid, I have issued a courtesy adjustment to the accountMs [redacted] previously stated that February 10, was the third day that she had attempted cancellation, so the courtesy adjustment issued was in the amount of $for other the two days requestedDue to the already existing credit balance on her account, the account now reflects a credit balance of $At this time, we request that this complaint be closedShould Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at XXX-XXX-XXXX Sincerely, [redacted] P Customer Resolution Support U.SCellular

January 19, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] 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 Ms [redacted] complaint regarding her inability to completely access the bills and payments link on her My Account page and make a payment or review the bill I understand the frustration and inconvenience that this causes and I will be glad to address her concerns We have filed three tickets with our IS department regarding the problem that Ms [redacted] is experiencing I have talked with them again today and this is a known issue for some of our customers and is one that we are diligently trying to get resolved We do not have an estimated time in regards to when Ms [redacted] can expect this to be corrected The team that works on this type of issue does not contact customers, so I have asked that I be contacted when the issue is resolved so that I can follow up with Ms [redacted] at that time While we are waiting for the issue to be resolved, Ms [redacted] can see if she can change from paperless billing to paper bills on her My Account If she can make that change, she will receive a copy of her bill in the mail each month A paper bill will allow her to review the charges before making a payment If Ms [redacted] cannot access the link to change to paper bills, she may send a response to this complaint and I will be glad to manually mail her a copy of her bill each month until the issue is resolved If Ms [redacted] cannot change from paperless to paper bills, she will need to be aware that I will be able to access a copy of her bill between the 27th and 30th of each month Once I request a reprint be mailed, it will be approximately to days before she receives the copy If we are getting the bills to her in that manner, she will receive the copy of the bill between the 6th and 10th of the month in which the bill is due If she can change to paper bills on My Account, she will receive the bill more quickly than if it is being manually printed and sent to her On November 29th, due to the issues that Ms [redacted] was having, we credited $157.71, the past due bill at that time We will not be able to provide any additional credit to her account Any of our customer service associates would have been glad to send her a reprint of the bill without any cost had she asked Once again, I am sorry that she is unable to access the page she needs on My Account, but we are working with our system team to get this corrected as soon as possible Should Ms [redacted] have additional questions, she may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Service Support Team U.SCellular®

Initial Business Response / [redacted] (1000, 13, 2014/08/11) */ August 11, 2014 RevDex.com of Chicago Attention: [redacted] 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.S. Cellular Account Number:... N/A Dear Ms. [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] 's complaint in which she states that she is receiving calls regarding data usage for a hotspot, though she does not have an account with U.S. Cellular. I would be more than [redacted] to assist with this matter. First, I would like to sincerely apologize for the situation that Ms. [redacted] has described. I can certainly imagine the frustration and inconvenience this would cause. I, too, would be extremely upset if I was woken up at 7:00 AM due to this, especially on a Sunday. I have located an account that has Ms. [redacted] 's home number that she provided listed as their contact number. To remove any information off of an account, we must first contact the account holder to confirm that the information that we are removing is not correct. I was able to reach the account holder and remove Ms. [redacted] 's number off of the account. I want to thank Ms. [redacted] for her patience with us. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, [redacted] Customer Resolution Support U.S. Cellular

If you ever decide to switch service providers away from U.SCellular, beware!! To punish you for leaving, they will secretly generate a final bill, accrue late fees to your account when you don't pay without ever notifying you that you owe a balance, and then send your account to collections All because they will cancel the auto draft you have had in place for years before the final bill is secretly generated Bad business!!!!

Initial Business Response / [redacted] (1000, 10, 2015/05/20) */ [redacted] 19, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX 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 understand that Mr [redacted] is disputing the contract on his lines that resulted from a recent plan changeMr [redacted] states that he was not told that all the lines would be under contract by changing to the new planMr [redacted] would like to cancel one line without an Early Termination Fee as a resolution Ms[redacted] I will be [redacted] to review Mr [redacted] 's account to find a fair resolution I have reviewed Mr [redacted] 's account and I see where he upgraded one of his lines recently and moved to a new planI show the contract on file that includes all three numbersMr [redacted] was provided a copy of this agreement on the February 27th, I understand Mr [redacted] is a long time, loyal customer of U.SCellular(r) and we appreciate his business, however I am unable to waive any Early Termination fees on his account Mr [redacted] stated that he asked the representative about cancelling one of the other lines in the future if he was offered a new job with a company provided phoneHe has three lines on his account and we offered to allow him to cancel one line without a feeThe line could not be the line that recently purchased a new phoneThis was what Mr [redacted] originally say's he requested in the store the day he changed plansWe have accommodated this request and Mr [redacted] declined the offerThe [redacted] line was the line that Mr [redacted] upgraded and because of this the line is not eligible to have the Early Termination fee waived Ms[redacted] we truly value our relationship with Mr [redacted] and I am willing to waive one Early Termination Fee upon cancellation of one of the two lines that did not upgrade recentlyThis was what Mr [redacted] originally requested and is a fair resolution for both U.SCellular(r) and Mr [redacted] I hope Mr [redacted] agrees and we can continue providing the excellent service and coverage he has come to expect Should Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe the representative understands what I want to do, and that is pretty apparent by the response I WANT TO KEEP THE XXX-XXX-XXXX phone number, which is WHAT I WAS TOLD I COULD DO BY THE US CELLULAR REPRESENTATIVE I want to cancel the plan that is currently associated with that phone number - the old voice only plan, which should not be under contract, according to the US Cellular representative when I bought my new phoneI want to keep the new phone, and honor the contract for that new phone, but use the XXX-XXX-XXXX phone number instead of the one assigned Alternatively, I would like to be able to port that phone number (XXX-XXX-XXXX) away from US Cellular and cancel that line without termination penalty I am not asking for anything that I was not promised when I bought the new phoneIf US Cellular has a problem with that, then perhaps they should invest more money in training THEIR employees not to misinform customers to get a saleI am appalled that I have to be upset about this and waste my time to just get what I was promised Final Business Response / [redacted] (4000, 18, 2015/06/02) */ June 2, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX 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 responseI apologize that there still seems to be a misunderstanding on what Mr [redacted] has been requestingI understand that currently Mr [redacted] would just like to port one of his lines to Google Voice Ms[redacted] upon review of Mr [redacted] s account, I see that he has ported one of his numbers to another providerMr [redacted] stated in his rebuttal "I would like to be able to port that phone number (***- [redacted] ) away from US Cellular and cancel that line without termination penalty." This is what we offered to do for Mr [redacted] and this is the line that he ported out With Mr [redacted] porting this number out and with U.SCellular(r) waiving any Early Termination Fee associated with this line, I believe we have found a resolutionWe thank Mr [redacted] for the opportunity to assist 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 Final Consumer Response / [redacted] (2000, 20, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) While this was not the preferred solution to the situation, it will workI consider this matter closed

Initial Business Response / [redacted] (1000, 10, 2014/06/26) */ June 26, 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 number. We are in receipt of Ms. [redacted] correspondence in which she states that this complaint is her second regarding this matter. She reinstated her service in January, and since this time she has been receiving two bills. She states her service in continually getting disconnected, and then is billed proration and disconnection fees. Ms. [redacted] states she paid her last bill in ***. On June 9, she sat in the U.S. Cellular store with a representative who supposedly had corrected the issue by eliminating the wrong account number, and applying her credits and payments. She states this didn't happen and she needs help because U.S. Cellular continues to tell her that it is resolved, yet she still gets her service disconnected and billed more. Ms. [redacted] continues by stating that when she calls the automated system currently, it states she has a $2.50 credit, but her services are suspended. When she speaks with a representative she is told that she owes over $700 due to the two separate accounts and payments being applied to the wrong account. She states she has spent hours on the phone and in the store being mistreated and lied to, and the issue is not resolved yet. Ms. [redacted] would like for one person to fully review her account and see that for six months it has not been billed or handled correctly. Her desired resolution is to have the fake account number to be cancelled as promised so that she can feel confident that when paying her bill it is being applied to the correct account. She would also like to stop being disconnected and charged additional fees, and have her account credited correctly. Ms. [redacted] I can understand Ms. [redacted] frustration with this matter. I am [redacted] to review her account to provide additional information regarding this matter. On January 21, Ms. [redacted] account (XXXXXXXXX) was cancelled due to nonpayment. After payment was received for the full past due balance, and per her request, the services were resumed on February 21. Generally, when services are resumed from a cancelled status, the original account number remains cancelled and a new one is generated. In this case, the original account number resumed, and a new one (XXXXXXXXX) was generated. On February 24, a representative was working on Ms. [redacted] account and noticed that this was the case, so she performed a transaction on the account to correct the issue and stop the billing on the original number. It can take a couple of billing cycles to resolve this issue, and during this time, Ms. [redacted] was receiving bills under both account numbers. While she was receiving two bills, she was not being billed for the same charges under both account numbers. She was billed for her additional services (data and device protection) under one and for her price plan under the other. Due to this, regrettably separate payments needed to be made to cover both accounts. Although she was not being double billed, we have issued adjustments totaling $393.12 over the last two months to her account due to the confusion and frustration. On [redacted] 6, Ms. [redacted] changed calling plans to a new Shared Data plan. During this change, her line ending [redacted] did not get the previous data package removed as it should have been, causing this line to receive an additional $40 charge. This charge was on both the [redacted] and June bills. Ms. [redacted] spoke with Customer Service on June 9 at which time the representative reviewed the bills and offered a $75 courtesy credit due to the errors. This credit was not applied at that time; therefore I have applied this credit today. The error with the charges on line ending [redacted] was discovered on June 23. One of the two $40 charges was credited at that time. I have applied the additional credit for the $40 charge and removed the code causing the extra charge on the bill. Ms. [redacted] will not be billed for this additional charge going forward. After all adjustments and payments have been applied, the original account number has a credit balance of $2.50, and the new account number has a remaining balance of $110.39 which is due today. I have submitted a request to our Payment Control Department to transfer the credit to the new account. The original account number is completely cancelled, and will only receive another bill to reflect a $0 balance once the credit has been moved. Going forward, the new account number of XXXXXXXXX is the correct one Ms. [redacted] should use. I sincerely apologize for the confusion and frustration that this matter has caused. When this situation occurs, it can be confusing for Customer Service representatives as well as the customer. I truly hope that Ms. [redacted] knows that any misinformation that she [redacted] have received was not intentional. I also want to take this opportunity to show my appreciation for Ms. [redacted] honest feedback regarding the way she has been treated. Her concerns have been forwarded to our leadership team for review. As always, customer satisfaction is our highest priority at U.S. Cellular and while we continually strive to find new ways to enhance our customers' experience, it is our customer's opinions that matters most. By taking the time to share their thoughts, they help us deliver a consistent experience to our customers through our call centers and sales locations. It has been my pleasure working on Ms. [redacted] account today. I am [redacted] to report that this matter is resolved and going forward only one bill will be sent. Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. We are always [redacted] to help. Sincerely, [redacted] Customer Resolution Support U.S. Cellular(r) Consumer Response / [redacted] (3000, 17, 2014/07/15) */ They have NOT corrected the 2nd account still. I had extra charges on both accounts. I call the automated service and it says I have a zero balance, but yet when I speak with a customer service Rep I owe over $110. I dont understand why a second bill was ever created, and each time they cross my bills, my payment my service and addl fees get messed up and charged, and disconnected now 3 times. I dont ever know what my balance is. Right now as of 7/14 I STILL have 2 accounts, one saying zero and the other saying a different amount. This has been going on for months. I spend hours on the phone with Reps and noone ever thinks Im telling the truth on the situation. Is this ever going to get resolved, I shouldnt have to pay charges for disconnection when its the billing system USCellular has that is messed up, and where are my bills going..I recorded the zero balance automated service but they say I owe $ 110. I dont understand what is going on, why they cannot fix this!! Business Response / [redacted] (4000, 19, 2014/07/16) */ July 16, 2014 RevDex.com of Chicago Attention: [redacted] 330 N Wabash Avenue Suite 2006 Chicago, IL XXXXX Re: Complaint Number: [redacted] Customer's Name: [redacted] U.S. Cellular Account Number: XXXXXXXXX Dear Ms. [redacted] Thank you for contacting U.S. Cellular in reference to the above account number. We are in receipt of Ms. [redacted] 's rebuttal to our previous response. She stated that we have not corrected the second account, that the automated service says she has a zero balance, and that a customer service rep said she owes over $110.00. Ms. [redacted] desires that the fake account be cancelled, so that she can feel confident when paying her bill. Additionally, she desires to stop getting disconnected and then charged with more fees. Ms. [redacted] I completely understand Ms. [redacted] 's frustration with this ongoing matter. I gladly welcome the opportunity to review her account, and help get this resolved once and for all. I have thoroughly reviewed Ms. [redacted] 's account, and I have personally verified that there is now only one active account for all of her services, and that the account number is XXXXXXXXX. I have also personally verified that the incorrect data plan has been removed from the line ending in 2723. Additionally, I have verified that all of the appropriate credits have been applied. I deeply apologize for any misinformation from our automated system, but it can take up to two billing cycles for all of our automated system to be updated. However, I would like to personally reassure Ms. [redacted] that, from this point forward, she will only be receiving just one bill at a time, with the correct billing figures. The current balance on Ms. [redacted] 's account is $107.89. This is because the $2.50 credit was transferred over to the correct account, and then subtracted from the previous balance of $110.39. We genuinely regret any confusion, inconvenience, and/or financial hardship this issue has caused for Ms. [redacted] . We would like her to know that all the right steps have been taken to resolve this completely, and that, from now on, she can feel confident when paying her bill. I genuinely appreciate being able to address this matter and provide Ms. [redacted] with the answers she needs. If Ms. [redacted] has additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, [redacted] Customer Resolution Support U.S. Cellular Business Response / [redacted] (1000, 24, 2014/10/10) */ October 10, 2014 RevDex.com of Chicago Attention: [redacted] 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.S. Cellular Account Number: XXXXXXXXX Dear Ms. [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] 's complaint regarding what she believes to be overpayments, overbilling and an issue with multiple accounts being billed for her services. We are very sorry for the problems that Ms. [redacted] has encountered. She has unfortunately been impacted by an issue resulting in a new account being created when she re-joined us February, and we take responsibility for the issues that were caused as a result. I have reviewed her account thoroughly and look forward to resolving these issues. Ms. [redacted] the multiple account issue was resolved in June of this year. No charges have been placed against the second account since [redacted] of this year. No payments have been misapplied to either the old or new account. All payments that Ms. [redacted] has made since she re-joined us have been credited to the correct account. Ms. [redacted] claims that we have overcharged her and she wants her money back. Ms. [redacted] I have personally reviewed every bill she has received since she re-joined us in February of this year. Here is a summary of what I have found: Including both accounts since Ms. [redacted] re-joined us in February, we have billed her a total of $2,427.42 Of that amount, $297.06 was determined to have been billed in error. We have issued her credits totaling $819.46, for the incorrect charges and due to her frustration. That amounts to a credit of $522.40 towards accurate charges just due to the frustration Ms. [redacted] has experienced. She has made payments totaling $1289.30 since reactivating with us. Ms. [redacted] I believe we have been quite fair in regards to Ms. [redacted] 's billing. We have credited her over 20% of her billed charges to date as goodwill gestures. This is in addition crediting any charges that were found to be in error. We are and continue to be very sorry for her frustration, and have tried our best to resolve these issues. As stated previously, we did resolve the issue of charges going to two different accounts back in June of this year. One issue we concede we have not been able to fix and are still working on at this time is the problem of getting her correct balance via our automated system. Due to a problem that to date we have been unable to isolate and fix, we are not able to get the automated system to recognize the correct account. As a result, we are provide the correct balance when she calls in. I want to assure you that this only impacts that automated system and that Ms. [redacted] has and does receive a paper bill each month that does show her correct balance. Having said that, we have a ticket open with our IS Department (Ticket # XXXXXXXX for reference) to fix the issue with the automated system. We have previously had tickets open for the same issue, and believed we had resolved the problem, only to discover it had not been repaired. At this time, a follow up is scheduled for the morning of October 11th for one of our specialists to call Ms. [redacted] with an update on the progress of the open ticket. Ms. [redacted] in her complaint Ms. [redacted] 's stated "I want my service to STOP getting shut off every month due to there error." Her service has been suspended three times. The first suspension occurred on April 21st and was due to a past due balance on one of the two accounts that were open at that time. All charges were found, at that time and again in my review of her billing in response to this complaint, to be accurate. The suspension was not a result of our error. However, in deference to the customer and the multiple account issue, we gave a credit for the $105.11 past due, restored her service and credited her restoral fees. The second suspension occurred on June 22nd due to a $168.00 balance that was due on June 10th. The suspension was not in error. However, we still agreed to credit the restoral fees as another goodwill gesture to the customer due to the multiple account issue that had only recently been resolved at that time. The third suspension occurred on September 15th due to a past due balance of $376.21 that was due on August 10th. The suspension was not in error. Once again, as goodwill towards the customer, we agreed to credit the restoral fees. This is despite the payment for the past due balance being more than 30 days late. Ms. [redacted] in her complaint, Ms. [redacted] states that "I came back to USCellular after leaving last Christmas..." It is important to note that her account at the time she left had accumulated three months of unpaid bills, which resulted in suspension and eventual cancellation of her account in January of this year. Even since her reactivation in February, her payment history has been inconsistent, which is the reason for her three suspensions, despite her claim that it was our error. Below is a table showing the payments we have received since she re-joined U.S. Cellular. Please note: (1) this does not include the payment of $1,019.71 she was required to make to cover her unpaid balance from the last three months of 2013 in order to reactivate her service; and (2) . Three of the six payments below were only received after we suspended Ms. [redacted] 's service due to past due balances. Ms. [redacted] we take full responsibility for the errors we have made on Ms. [redacted] , have apologized and continue to apologize for our mistakes. We have credited her for not only our errors in billing, but also for restoral fees which were not in our error and valid charges which we credited out of our desire to mend fences with Ms. [redacted] due to our previous mistakes. Despite everything we have tried to do to fix any issue we were responsible for, Ms. [redacted] continues to request additional compensation. This is despite the fact that the only unresolved issue at this time is correcting the automated system to announce her correct account balance. As recently as October 7th, according to our records, she requested we forgive her current balance of $212.35 due to our errors, specifically claiming that we are not applying her payments correctly and that she is being asked to make three payments in one month. Ms. [redacted] as I mentioned previously, we have not misapplied any payments from Ms. [redacted] . Payments have always posted to the account with the balance that corresponded to the payment being made. We are not requesting that Ms. [redacted] make three payments in one month. She did not pay her balance that was due on August 10th until her service was suspended September 15th. At that time she had already passed [redacted] due date of September 10th for her September balance. She now has her October balance due on October 11th. Ms. [redacted] we did not find any billings in error beyond which we have already credited. We have already consolidated her accounts into a single account, which occurred four months ago. Her suspensions have been due to her lack of timely payments and not due to errors on our behalf. We continue to be apologetic for what did happen in the past and completely understand Ms. [redacted] 's frustration. However, we have resolved every issue that has been brought to our attention with the exception of the automated system, and we are making every effort in good faith to resolve that as well. We respectfully request that she provide us the time to do so and we will keep her informed as to our progress. We also ask that Ms. [redacted] move forward with us as we cannot continue to credit her for issues that happened in the past and for which she has already been compensated above and beyond what we would do in any comparable circumstance. We hope that Ms. [redacted] will understand what we have done and continue to do for her. We also hope that she understands what she can do to help keep additional problems from developing in the future. If she is unable to make a payment by the due date, she can always call us and we can work with her to setup a payment arrangement to prevent her services from being interrupted. Should she have additional questions, she [redacted] contact our Customer Service Department at (XXX) XXX-XXXX, and we would be [redacted] to help her. Sincerely, [redacted] M. Customer Resolution Support U.S. Cellular

Initial Business Response / [redacted] (1000, 10, 2014/02/13) */ February 13, Revdex.com of Chicago Attention: Ms[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] complaintShe stated her billing has been spratic, and she has been over chargedShe has requested for her contract to be dissolved and her bill to be reducedI am more than [redacted] to review Ms [redacted] account and provide assistance Ms[redacted] while reviewing Ms [redacted] account I noticed she is on a voice and unlimited messaging family plan with linesMs [redacted] monthly price plan is to be $One of her lines has device protection that is charged at $per month and all of her lines have a 2Gigabyte data package charged at $per monthIn total Ms [redacted] monthly payment is approximately $Currently Ms [redacted] has a balance of $that is past due Ms[redacted] Ms [redacted] consistently has a past due balance on her account, and with her account carrying a past due balance service is interrupted and when her service is restored there is a $restoral from connection fee on her accountI am sadden to hear that Ms [redacted] Is considering cancelling her account; However due to her having contracts on each of her lines if she did cancel she would be charged an early termination feeI truly apologize for any inconvenience we [redacted] have caused however Ms [redacted] account has an outstanding balance due to not making her payment in full each month We appreciate her business and the opportunity to serve her wireless needsShe [redacted] reply to this message, or contact our Customer Service Department with additional questions or concerns by dialing (XXX) XXX-XXXX or from his wireless device representatives are available daily from 6AM to 11PM, Central Standard Time (CST)We will be here to help in any way possible Sincerely, [redacted] Customer Resolutions Support U.SCellular�®

Initial Business Response / [redacted] (1000, 10, 2014/03/25) */ March 25, 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 Ms***' complaint and I would be more than [redacted] to address her concerns In her complaint, Ms [redacted] states that she switched from a family plan to a single line plan and her monthly cost was $before taxShe was informed that her mother's plan included unlimited incoming calls and did not include a data package or unlimited messagingHer bill was consistent with the price that was quoted to her for two months, and then the next bill she received was in the amount of $She called in to our Customer Service Department and had her balance adjustedShe requested that we provide her with the last three months of billing and we advised her that we could notShe feels as if it is fraudulent to change a billing method without informing the customerShe would like us to retrain our billing department and make it clear that we must call the customer to inform them that we are changing a billing methodShe sates that we should not send text messages o customers who do not have a texting package on their account I certainly understand the frustration caused by receiving a bill that is higher than due to unexpected overage chargesAfter reviewing Ms***' account, I see that she was switched to a retired plan that we offered her on December 06, This is not a plan that is available to our customers anymore, however we value Ms***' business, and it was offered as an attempt to retain the customerShe agreed to our National 1,plan for $per monthThis plan has never included additional features such as unlimited incoming callsI can assure you that if we did change the features on any of our plans, we would proactively inform our customersThe customer called in on December 23, because she had received an overage protection text message warning her that she had reached 75% of her 1,plan minutesAs a courtesy, we applied goodwill minutes to the customer's account which prevented overages she would have incurred on her bill dated January 13, covering the cycle starting on December 08, and ending on January 07, These courtesy goodwill minutes were only valid for one billing cycle, and were expired on January 07, The customer exceeded her 1,minutes by in her cycle starting on January 08, and ending on February 07, She was charged at $per minute, bringing her overage charges to $The customer was sent a text message when she reached 75% of her plan minutes, and another when she reached 100%I know that it [redacted] be inconvenient for a customer who does not utilize their text messaging to receive overage protection alerts by this methodPlease know that even if a customer does not have a text messaging package on their account, they are still able to receive these messages, and will not be charged for the ones we send outCurrently, text messaging is the only method we use for these courtesy warningsI appreciate the customer's feedback on our process, and we will definitely look into providing other warning options in the future On February 18, we offered Ms***' another retired plan option, the National plan that did include unlimited incoming callsWe did this in an attempt to prevent any further overage chargesOn the same day, we applied a total credit of $to cover the overages she was charged for on her bill dated February 15, We did this as a one-time courtesy because we very much appreciate Ms***' business and her loyaltyUnfortunately, after researching her account I was saddened to find that she has cancelled her services with us as of March 08, We would be glad to have her back, should anything change for her in the future Also, Ms [redacted] mentioned in her complaint that we refused to send her copies of her last three months of billingWe are always able and willing to provide a customer with any reprints of billing statements that they should requestI certainly understand her desire to have a copy of her previous billsWe would be [redacted] to mail additional copies of her bills to the billing address on her U.SCellular account for a reprint fee of $per billBecause her account is closed, she will need to pay this fee in advanceIf she would like to request bill reprints, she will need to mail a list of the bills she is requesting, along with her check or money order to the address given below U.SCellular Attn: Customer Resolutions Support [redacted] Tulsa, Oklahoma XXXXX She [redacted] also obtain copies of her billing statements by visiting her nearest retail location and our associates can print these out for her after receiving payment for the feesI hope this information is helpfulI offer my sincerest apologies for the misunderstanding Should Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] M Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2014/03/19) */ March 19, 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 accountWe are in receipt of Ms***'s complaint regarding her recent payment that erroneously charged more than she had requested resulting in overdraft feesHer desired resolution is a refund check in the amount of $for the overdraft fees including charges of $each day that her account is negative as a result of the overpayment First and foremost I would like to formally apologize to Ms [redacted] for the financial stress and inconvenience that has caused resulting from this issueCustomer satisfaction has always been our number one priority and I realize we failed to meet Ms***'s expectationsI can personally understand Ms***'s frustrations, her situation of having SSI once monthly with this error can be very upsettingI will be more than [redacted] to review her account and provide information she [redacted] find helpful On March XX XXXX, our Customer Service Team received a call from Ms [redacted] and a payment was madeAccording to Ms***, only $was to be paidWhen looking at the transactions, we do show that a payment of $was attempted to be authorized on March 17, however that transaction was declinedOur notes do not show exactly how much Ms [redacted] wanted to pay when she called on March Our notes state Ms [redacted] called us when her bank had contacted her regarding the attempt to process $225.27, and we confirmed that only $had been taken from her accountShe had requested a supervisor, and our supervisor had stated that only $had been paid, nevertheless we informed her if she is showing something different from her bank to fax in her bank statement with that information Today, I contacted our Financial Services team and verified that we did attempt to debit the account $three times, however only the amount of $was actually debitedNormally, some banks who put a hold on the account will release the hold as it was not actually transmitted from U.SCellularThe amount of time for this to happen depends on the banking institutionIf because of this error Ms [redacted] was charged overdraft fees, U.SCellular will be glad to issue a refund check, as in Ms***'s desired resolutionOur policy does require Ms [redacted] to fax her bank statement showing the $posted to her account as well as the corresponding NSF fees for that transaction to our Financial Services TeamPlease include on the fax the account number, phone number, first and last name, and the official statement from bank to fax (XXX) XXX-XXXX Because of the inconvenience caused to Ms***, I have credited her U.SCellular account $as a courtesy goodwill creditRegrettably, we are unable to issue a check for $each day that her account is in the negative, as her bank account was only actually debited for her payment of $ With the $credit applied to her account, this brings her account balance to $163.62, due by April X XXXXWe do appreciate Ms***'s business and although this misunderstanding occurred we hope to provide her with "World's Best" customer service going forwardShould 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, 13, 2014/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I asked for a supervisor, I was put on hold for mins,When I advised them than this is fraud,The lady told me"if I file a fraud complaintMy services will be disconnected & I will be charged for disconnect fee's along with early termination fee's for line's" that is a threat & even my attorney said that's a verbal threat to do physical harm attorney suggested that us cellular do more then credit for the inconvenienceMy bank in order to protect me from us cellular has advised me to no longer make ovr the phone payment & said that they wont provide anyone or company with account information bc of this kind of issueI WANT SOMETHING DONE ABOUT THE THREAT !!! Final Business Response / [redacted] (4000, 19, 2014/03/29) */ March 29th, 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 above accountWe are in receipt of Ms***'s rebuttal wherein she states that she advised an associate of U.SCellular that this was fraud and she was going to file a reportMs [redacted] states that she was advised by the U.SCellular associate that her service would be cancelled and she would be charged disconnection fees and early termination feesMs [redacted] states that her legal counsel advised her that he considers this as a verbal threat especially to a disabled individualMs [redacted] states that her legal counsel feels like eight months of free service should be sufficient enough to "teach someone to not threaten a disabled person to keep them from telling the truth"Ms [redacted] goes on to state that her legal counsel has also advised her that three attempts to withdraw the wrong amount when the customer clearly said a different amount is fraudMs [redacted] concludes in stating that she is within the law to report this and that her legal counsel advised her that if her services were to be disconnected for telling the truth, he will file a lawsuit because she is disabled and depends on her service for medical reasons Customer satisfaction is and has always been our company's primary goalI would like to extend a heartfelt apology for all the frustration Ms [redacted] has experienced regarding this matterIn response to Ms***'s rebuttal, it will be my pleasure to resolve this matter On March 17th, Ms [redacted] spoke with our Customer Service department to process a paymentThis attempted payment failed to processI find no memos that state the amount of the payment Ms [redacted] requested to pay That same day Ms [redacted] spoke with our Financial Service departmentMs [redacted] stated that she informed the Customer Service associate that the payment was to be for the past due balance of $but her bank had informed her that the amount that was actually attempted to be processed was for the full balance of $We advised her that no payment had successfully processed that day I would like to pause for a moment and express to Ms***, that it is never ever our intent to process a payment for anything other than what our customer's requestI deeply regret that in an error solely on our part, the incorrect amount of her payment was attempted to be processedThis was a human error, and in no way done with ill intentThis error is definitely not the norm as we take great care when processing payments for our customers Our Financial Services associate then assisted with processing her past due payment of $at Ms***'s requestWe advised Ms [redacted] that in order to refund her bank account the three overdraft fees totaling $that she stated she was charged due to our error, that she would need to fax in her bank statement reflecting said chargesMs [redacted] declined to fax in her bank statementWe then offered to credit her U.SCellular account for the $to which Ms [redacted] also declined I would like to share with Ms [redacted] that when a fraud case is opened, it [redacted] be deemed necessary that a temporary suspension be placed on the accountThis would be done only to prevent further fraudulent charges from incurringThis is in no way meant to be considered as a threat as that completely goes against everything we stand for as a companyThis information is shared to make sure that our customers are fully aware of all possibilities when accounts are reviewed for fraudI genuinely apologize if for any reason Ms [redacted] interpreted this as a threatI have thoroughly researched Ms***'s account and do not find that a fraud case was opened therefore no further action was taken We have reviewed Ms***'s rebuttalWe have already applied a $credit for her the frustration she experienced regarding this matterWhile we are extremely sympathetic to this situation, we are unable to grant eight months of free service for providing Ms [redacted] with accurate information on the potential process in fraud casesWe appreciate the opportunity to assist Ms [redacted] todayMs[redacted] we respectfully request this case to be closed Should Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (4200, 17, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My lawyer advised me that after being told that services would be canceled & I would be charged DISCONNECT FEES & EARLY TERMINATION FEES for line's, He DOES take that as a threat because I said,THIS IS FRAUD & I WILL REPORT THAT & FILE A REPORTAttorney says that's definitely a verbal threat especially to a disabled individualHe feels months of FREE service will teach someone to Not threaten a disabled person to keep them from telling the truthHe also said that attempts to withdraw the wrong amount when the customer clearly said a different amount IS FRAUD !!! & I AM within the law to report it..He said that if services are disconnected for telling the truth that he WILL file a suit because I'm disabled & depend on service to contact medical help if needed

August 22, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.SCellular Account Number: [redacted] Greetings: Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr [redacted] complaint, wherein he states that he has no service at his current residence in ArizonaHe expresses disagreement with U.SCellular’s claim to provide nationwide coverageHe states that he was told that he wouldn’t be getting his $security deposit backHe believes that he was lied to by U.SCellular employees and advertisementsMr [redacted] wants his $security deposit refunded to him On behalf of U.SCellular, I extend my deepest apologies to Mr [redacted] for any service issues at his current locationWhile it is true that U.SCellular does provide nationwide coverage, in order to provide coverage outside of the U.SCellular geographical footprint, we rely on partner carriers for assistance, who sometimes have their own issues in providing coverageHowever, we do have a department dedicated to working with our partner carriers toward resolving any issues outside of U.SCellular’s footprintIn order to address such issues, the U.SCellular customer would simply call our Customer Service Department When U.SCellular customers move outside of our footprint, in order to ensure that they have the best service and support possible, we advise them to find a new carrier that serves their area directlyAfter their U.SCellular account is cancelled, they receive a Final Bill or Revised Final Bill resolving any residual charges and/or credits dueIf nothing is owed on the account, the customer will receive a refund of the security deposit within to weeks of receiving the Final BillIn Mr [redacted] case, the Final Bill has not yet generated, since the account was just recently cancelled At this juncture, Mr [redacted] account is paid up to date, and there is no reason to presume that his deposit will not be refundedIf Mr [redacted] deposit is not refunded within to weeks of receiving the Final Bill, he should contact our Financial Services Department for further assistanceFinancial Services can be reached by phone directly at [redacted] or via Customer ServiceThey are open from 6:am to 10:pm Monday through Friday, 8:am to 7:pm Saturday, and 8:am - 5:pm Sunday (only for suspended accounts), Central time It has been my pleasure to address these issues for Mr [redacted] Should he have additional questions or concerns, Mr [redacted] may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Resolution Support U.SCellular®