US Cellular

Initial Business Response / [redacted] (1000, 10, 2014/06/19) */ June 19th 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 Mr [redacted] ' complaint regarding the balance due Mr [redacted] states that on October 15th he added his home phone and internet service to his cellular phone accountMr [redacted] states that after receiving his first bill since the addition of these two lines, he and his wife made the decision to cancel the whole accountMr [redacted] states that the cancellation department advised him that he would be responsible for $due in part to the broken contract(s) but was given no explanation of why the full amount was what it wasMr [redacted] states that he agreed to make monthly payments of $however has not seen that he has received credit for the total of $in payments he's madeMr [redacted] states that he then received a bill from an outside collection agency in the amount of $plus the collection fee of $Mr [redacted] states that when he contacted the collection agency they would not accept monthly payments but rather wanted the full amount as quickly as possibleMr [redacted] ' desired resolution is to know how the amount got to be so highMr [redacted] states he will pay the $and requests to make it in monthly payments as beforeMr [redacted] concludes in stating that he was never told by the cancellation department that any balance due was due the day after cancellation Customer satisfaction is our company's primary goalI would like to apologize for any frustration you have experienced regarding this matterIt is never our intent to make things more difficult for our customers but rather quite the contraryIn response to Mr [redacted] ' complaint, it will be my pleasure to assist him today I regret to find that on November 12th Mr [redacted] cancelled his U.SCellular accountThe Final bill that generated on this account (bill date 12/03/13) was for $in a past due balance plus $in current chargesThe current charges include Early Termination Fees of $plus tax and credits of $from your monthly plan which left a full bill of $1,due December 23rd I also find we have received Mr [redacted] ' three payments of $apieceThis then reduced the balance on his account to $We ask that Mr [redacted] please understand this is the balance due prior to being assigned to an outside agency for collectionOnce an account is assigned to an outside collection agency, the account is no longer in house and the collection agencies [redacted] add collection fees I apologize for any misunderstanding Mr [redacted] experienced, but the balance due is not due on the date after cancellation as Mr [redacted] has mentioned, but rather on the due date indicated on the billI also apologize if for any reason Mr [redacted] had the understanding that monthly payments of $would prevent his account from following down the collection path including being assigned to an outside agency for collectionI find no memo that we advised Mr [redacted] that monthly payments would keep the account in housePayment arrangements with the collection agency would solely be at their discretion, as once again his account is no longer with us We have reviewed Mr [redacted] ' complaintI trust the above information answers the questions Mr [redacted] was seeking and helps to provide resolution to this matterI would like to genuinely thank Mr [redacted] for his business while he was with us and the opportunity to serve him with pride and respect today Should Mr [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, 2015/08/05) */ August 5, Revdex.com of Chicago N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountI am in receipt of the correspondence from Mr [redacted] stating that about a month ago he moved from Washington State to New Mexico due to job relocationMr [redacted] states that before leaving the state a visit to a U.SCellular store was made to explain the move and to ask if there was U.SCellular in New MexicoMr [redacted] says that he was told that U.SCellular is not in New MexicoMr [redacted] states that he was aware of a two year commitment and asked what could be doneMr [redacted] continues by saying the only information that was provided was that he [redacted] be able to suspend the servicesMr [redacted] goes on to say that he moved to New Mexico where he went with another wireless providerMr [redacted] says that his new provider was unable to reuse his Samsung Galaxy Sbecause it was locked by U.SCellularMr [redacted] states that he called U.SCellular to unlock the phone at which time he was told that he would need to either bring the phone into the store or mail the phone inMr [redacted] says that neither of these choices was an option and wanted to know why he was not told that he would need to have the phone unlocked before he left the stateMr [redacted] says that he was advised at that time that U.SCellular is not required to provide this information unless askedMr [redacted] goes on to say that he requested to close out his account in which there was a charge of $Mr [redacted] adds that he was forced to by a new phone with his new provider due to U.SCellular did not inform him that the phone needed to be unlocked manuallyMr [redacted] states that he received another bill from U.SCellular for $after he thought the account was closed and paidMr [redacted] goes on to say that he has paid the $to prevent his name from going to a collection agencyDue to this Mr [redacted] is requesting that the $be refunded with an additional $to cover the cost of having to buy a new phoneMr [redacted] is also requesting that U.SCellular stop the practice of locking phones and the process of the phone needing to be unlocked manually in a storeIn addition Mr [redacted] has requested that U.SCellular make customers aware of phones being locked I would like to first take a moment and apologize for any frustration Mr [redacted] have experienced while attempting to resolve this matter regarding his phone being lockedI appreciate the opportunity Mr [redacted] has given us to research his account and address this matter as well as provide additional information that [redacted] be helpful U.SCellular purchases phones from multiple manufacturesWhen the phones are purchased from the manufacture the phone is locked onto the wireless network for the company that purchased the phoneThis is industry standardIn [redacted] U.SCellular agreed to unlock phones so that they can be taken from carrier to carrierIt can depend on the model of phone as to the process required to unlock the phoneMr [redacted] has a Samsung Galaxy Swhich requires the phone to be in a store location to be unlockedMr [redacted] states that he was not advised of this before moving out of the areaU.SCellular does not proactively unlock phones or assume what the customer intends to do with the phoneThe customer must inquire about or request to have the phone unlockedDue to Mr [redacted] no longer being located near a store it was recommended to have the phone mailed to a store to be unlockedMr [redacted] chose not to accept this option On July 16, Mr [redacted] purchased the Samsung Galaxy Sat a discounted price of $The full retail cost of the phone is $providing Mr [redacted] with instant savings of $In return Mr [redacted] agreed to a month agreement in which states that should the services be canceled at any time prior to the end of the contract there will be an early termination fee of $On June 30, Mr [redacted] 's number was taken to his new providerThis caused the account to automatically be canceledU.SCellular recognizes that the move was not in Mr [redacted] 's controlDue to this the early termination fee was prorated by the amount of the contract that had been completedMr [redacted] completed months of a month contractThis prorated the charges and brought the fee from $to $that was applied to the bill dated July 18, Mr [redacted] states that he paid for the termination fee when contacting U.SCellular about unlocking the phone and canceling servicesOur records show that we received a payment of $on 6/At the time we received the payment the bill dated June 18, for the amount of $had generated and would be due on July 13, This bill covered services from June 18th through July 17thThe payment received was first applied to the current balance that was owedThis payment brought the balance to a credit of $When Mr [redacted] 's bill generated on July 18, there were credits totaling $for the days of service that was not usedThere was also the early termination fee of $that was applied to this billThe credits for the services that were not used brought the current charges on the bill to $The remaining credit from the payment received is what further reduced the balance owed to $The amount of $that Mr [redacted] paid was not enough to cover the bill that was owed at the time and the termination fee that would be appliedMr [redacted] received credit for the days of services that were not used and was charged the remaining difference owed for the termination feeThere was no error in the charges that were applied I have reviewed Mr [redacted] 's complaintDue to the model of the phone Mr [redacted] has it is required to be unlocked in a local U.SCellular storeU.SCellular provided Mr [redacted] with the option to mail the phone in to be unlockedThis option was declined by Mr [redacted] While Mr [redacted] 's move was due to job relocation, the agreement was broken and the termination fee is validU.SCellular does not compensate for the purchase of another phone with a new providerMr [redacted] did not pay enough to cover services for the days that were used as well as the termination fee that was appliedThis is what resulted in the remaining chargesMr [redacted] 's current balance is $A final bill reflecting this will generate after August 18, No credits or refunds are warranted at this time At U.SCellular(r), it is our goal to provide our customers with the very best in customer satisfactionWe have truly appreciated Mr [redacted] 's business and again regret any inconvenience this situation [redacted] have causedShould there be any additional questions regarding this correspondence, please have Mr [redacted] contact our Customer Service Department at XXX-XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel like U.SCellular has an obligation to share information to their customers that they would not automatically knowThe US Cellular representative at the store knew I would be moving to New Mexico, knew my contract wasn't up, and knew that US Cellular was not in New MexicoWhy would it have hurt US Cellular to ask, 'are you planning to keep your phone when you move?' That would have resolved most of my complaintsWhy does this have to be a secret? Why does a customer at U.SCellular have to manually unlock a phoneWhy can't it be unlocked over the phone? My other concern was my final billWhen I called US Cellular and asked to close and pay out my account, I expected a final billThat was my understandingI was shocked to discover a got a SECOND final billI almost threw away the bill thinking that I was in the clearLuckily (or not so luckily) I opened the letter to discover the second bill US Cellular withheld information to me the consumer about locked cell phones which forced me to purchase a new phone and sent me a second final bill that was not expectedThis is misrepresentation of the company's services Final Business Response / [redacted] (4000, 14, 2015/08/07) */ August 7, Revdex.com of Chicago N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountI am in receipt of the response from Mr [redacted] stating that U.SCellular should have an obligation to share information to their customers that they would not automatically knowMr [redacted] says that the U.SCellular representative in the store was aware that Mr [redacted] would be moving to New Mexico, that the contract was not up, and that U.SCellular was not available in New MexicoMr [redacted] asks why it would it have hurt U.SCellular to ask if Mr [redacted] planned on keeping the phone he hasMr [redacted] states that this would have resolved most of his complaintsMr [redacted] asks why this is a secretMr [redacted] also wants to know why a U.SCellular customer has to manually unlock a phone and why the phone cannot be unlocked over the phoneMr [redacted] goes on to say that the other concern is about the final billMr [redacted] states that when he contacted U.SCellular to close the account and pay out the account he expected a final bill and that this was his understandingMr [redacted] says that he was shocked to get a second final bill and almost threw away the bill due to he thought that he was in the clearMr [redacted] continues by saying that U.SCellular withheld information to him about the phone being locked which forced the purchase of a new phone and that a second final bill was sent that was not expectedMr [redacted] states that this is a misrepresentation of the company's services I would like to again apologize for any frustration Mr [redacted] has experienced while attempting to resolve this matter regarding unlocking the phone and the final billI appreciate the opportunity Mr [redacted] has given us to further research his account and address this matter as well as provide additional information that [redacted] be helpful U.SCellular does its best to provide accurate information that is inquired aboutMr [redacted] inquired about services in New Mexico and was advised accurately that U.SCellular does not provide service in this areaU.SCellular does not assume what a customer's intentions with the phone [redacted] be as the phone [redacted] also be given to a family member or a friendWhen a phone is unlocked it is not guaranteed that the phone will work with another carrier's network or that the features of the phone will not be impactedThis is just a couple of the many reasons that we do not volunteer information about unlocking a phoneWhile the information about the option to unlock Mr [redacted] 's phone was not volunteered it was not withheld as there was no inquiry by Mr [redacted] for this optionU.SCellular has not refused this information and cannot answer a question that is not asked The option to unlock phones over the phone is available with many different phone modelsMr [redacted] has a Samsung Galaxy SThis particular phone is one of the few phones that due to the software on the phone is required to be unlocked in a U.SCellular storeMr [redacted] stated in his first correspondence that the option to mail the phone to U.SCellular to be unlocked was providedDue to Mr [redacted] not being close to a U.SCellular store this was the best option that U.SCellular could offer Mr [redacted] to unlock the phoneMr [redacted] has stated that this was not an option that he acceptedU.SCellular attempted to provide a resolution to resolve the issue of unlocking the phone and the resolution provided was not accepted On June 18, Mr [redacted] 's bill generated for the amount of $that would be due on July 13, This bill covered services from June 18th through July 17thThe dates of services being charged for are provided on the billThis could not have been a final bill as the services were still activeThe services were canceled when Mr [redacted] 's number was taken to the new provider on June 30, U.SCellular also received a payment of $on June 30, This payment was first applied to the balance that was owed and brought the balance to a credit of ($41.94)Mr [redacted] 's final bill generated after July 18, as this is the first bill to generate after the services had been canceledMr [redacted] received a total credit of ($54.00) for services that were not used from June 30th through July 17thThis can be found on pages and of the billThe early termination fee of $was applied to this billThis charge plus taxes is what brought the remaining balance to the $that was paid on August 1, Together Mr [redacted] 's payments totaled $This covered services from June 18th through June 29th that were not previously paid for and the early termination feeMr [redacted] has not received more than one final billMr [redacted] will receive another final bill after August 18, showing the balance of $ I have further reviewed Mr [redacted] 's complaintThe representative in the U.SCellular store followed procedures in letting Mr [redacted] know that there was no U.SCellular service in New MexicoThere was no inquiry by Mr [redacted] about unlocking the phone until he was not near access to a U.SCellular storeDue to the programming and software on Mr [redacted] 's phone, it cannot be unlocked over the phoneU.SCellular offered Mr [redacted] the option to mail the phone to a store to have it unlockedThis was not accepted by Mr [redacted] The payments received by Mr [redacted] have covered services that were used and not previously paid for as well as the early termination feeThere has not been a second final bill as when Mr [redacted] 's first payment was received the previous bill was not paidMr [redacted] has received the correct credits for days of service that was not used as well as charged for the termination of the contract prior to the end dateThe details of what is charged or credited each month are provided in detail on the billI was unable to find where information was withheld from Mr [redacted] nor were U.SCellular services misrepresented At U.SCellular(r), it is our goal to provide our customers with the very best in customer satisfactionWe have truly appreciated Mr [redacted] business and again regret any inconvenience this situation [redacted] have causedShould there be any additional questions regarding this correspondence, please have Mr [redacted] contact our Customer Service Department at XXX-XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

October 28, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms [redacted] rebuttal, wherein she states she would not have ETFs as of July when she would qualify for a new phone and she was told the only way to port her number back in was to sign a new contract for the plan change onlyMs [redacted] highlights that our contracts pro-rate and she refuses to pay for U.SCellular's mistakes in communication and handling of her account We certainly apologize for any inconvenience that Ms [redacted] incurred with the cancellation and subsequent ETFs she was billedWe respect Ms [redacted] time and hope to clear up this matter quickly I am pleased to confirm Ms [redacted] is correct in her rebuttal when she states that the new contract was for the plan onlyMs [redacted] is also correct that we pro-rate the ETFThe plan Ms [redacted] selected has an ETF of $per line that pro-rates over monthsMs [redacted] was billed an ETF of $per line when she ported her numbers out approximately two months after returning to U.SCellular and signing a 2-year contract for a new plan We would like to reassure Ms [redacted] that she was credited for the ETFs she was billed when she first ported to another service provider in January of this yearWe are truly sorry Ms [redacted] was surprised by the amount of the ETFs she has been billedWe were saddened that Ms [redacted] did not speak with us prior to porting her numbers out to review any potential charges If Ms [redacted] would like to receive a copy of her signed service agreement from February 2nd we would be happy to mail this to herShould Ms [redacted] have any additional questions or want to make a payment, she may contact our Customer Service Department at [redacted] Sincerely, [redacted] Customer Resolution Support U.SCellular(r)

Initial Business Response / [redacted] (1000, 10, 2014/02/06) */ February 6, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular�® in reference to the above accountI am in receipt of Ms [redacted] 's complaint and I am [redacted] to review the information providedMs [redacted] has contacted you and expressed that she is not [redacted] with how she has been treatedShe explains that her billing has been incorrect for some timeShe also explains that the bill has increased and she is not aware as to why this has happenedMs [redacted] goes on to explain that she has contacted us many times to go over her billingOn one occasion she spoke with [redacted] a supervisor, in which she states he was not interested in helping her resolve her account, but rather focused on taking a paymentAccording to Ms [redacted] , she requested to speak with his supervisor and was not given the option to escalate her callMs [redacted] is only asking that her account be resolved or she will cancel her service with U.SCellular�®Ms [redacted] on wants a resolution on why her bill lately has been incorrect, but more importantly would like to not have to call in the first placeThe long hold times and customer service has not been to the standard that she deserves First of all, I am saddened to hear about all the frustration that Ms [redacted] has gone throughLong hold times and billing issues are something that we are not [redacted] with and will not stand forFurthermore, although there [redacted] be an issue with Ms [redacted] 's bill, she should never be treated with anything other than the utmost respectCustomer satisfaction has always been the highest priority of ours, and I again am taken back at how Ms [redacted] has been treatedFor what it's worth, I apologize to Ms [redacted] that she feels the need to go to such lengths to get a resolution With that being said, I have researched the account to find what the problem has beenI am sure that Ms [redacted] understands that her issues began when we converted to a new billing system halfway through The main issue was that the bills were taking too long to generate for our customersThis delay caused Ms [redacted] to not receive a bill in the month of July, Therefor she had bills come out closer together over the following months, in order for the billing to be caught up on her accountTo Ms [redacted] , this [redacted] have appeared as being double billedBelow, I have provided a table to explain the recent billing history on the accountYes it is true; we have given adjustments on the account because we were not able to explain the bill properlyThat is our fault, and if we had explained the bills properly, we could have resolved this issue before it had to go this far Bill Date Bill Cycle Amount Due Amount Paid Payment Date 6/22/6/- 7/$$7/19/ 8/16/7/- 8/$$9/27/ 9/9/8/- 9/$$10/3/ $10/25/ 9/25/9/- 10/$$11/8/ 10/29/10/- 11/$$12/6/ 12/1/11/- 12/$ 12/29/12/- 1/$$1/17/ 1/27/1/- 2/$$Not Due Yet My hope is that this chart has helped explained that there has not been a double billing issueThis is not the easiest thing to put into written form, thus the reason that the above table was includedAlso, I have researched why the recent bills have fluctuated and increasedIt is true that Ms [redacted] typically pays around $per month for her service as long as there are no changes or other services requestedTo follow along, Ms [redacted] can reference the table aboveAs we can see, the billing did not increase until the last three months of serviceThe December 1, bill has some ''Daily Data'' charges on it in the amount of $The December 29, bill also had $in ''Daily Data'' charges as well as a $''Device Activation Fee'' for a new phone upgradeLastly, the January 27, bill had $in ''Daily Data'' charges as well as $in ringtones purchased''Daily Data'' occurs when a customer who does not pay for data service monthly, uses the internet on their phoneIn this situation, most of these charges, maybe not all, occurred from the user of the phone number ending -0899, purchasing ringtonesThis user has been accessing this service which would cause these data chargesThis is something that we can help educate Ms [redacted] on though Customer Service and I apologize that this has not come up in our previous conversationsI would like to mention that the user of this phone number should be aware that they are charged each time they are using data servicesThere are pop up messages that warn our customers of data charges before using these servicesI would like to also note that the bills would have been the amount for each of the above cycles without these additional charges In closing, we would love to explain this in more detail to Ms [redacted] if this is neededOur hold times in Customer Service are improving and we are making every effort to make sure that we are available to assist our customers Should Ms [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] (2000, 12, 2014/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 10, 2015/09/03) */ September 3, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] complaint where he states that we was told by a U.SCellular store we were not getting the Samsung Galaxy Sand went ahead and upgraded to the Samsung Galaxy SApproximately months after U.SCellular released the Samsung Galaxy SMr [redacted] also states that he spoke with a store representative about getting a mobile hotspot to use for school and was not told that his phone could be used as a mobile hotspotHe also states that he had problems with his Samsung Galaxy Sand was told by U.SCellular that we would replace his Galaxy Swith a Galaxy S We have reviewed Mr [redacted] complaintI want to sincerely apologize to Mr [redacted] for not having his return label and replacement phone to him by nowWhile reviewing his account I do see several notes where we state that we would be sending a Galaxy Sto him along with a return label to send his damaged Galaxy Sback to U.SCellularOn February 18, Mr [redacted] purchased the Galaxy Swhich was months before the Galaxy SlaunchedU.SCellular associates do not know what phones will be released until a few weeks prior and the Galaxy Swas launched April 10, I have placed the order to send him a Samsung Galaxy SThis order will be shipped tomorrow at overnight delivery at no extra costThere is normally a $restocking fee for items returned to U.SCellularHowever, I have removed this charge and Mr [redacted] will not have to back a restocking fee for returning his Galaxy S When U.SCellular released the Samsung Galaxy Snot every store received the deviceThe majority of non-corporate store locations did not choose to sell the device in storeU.SCellular has a great partnership with Samsung which allows us to release new devices along with other carriersMr [redacted] have been at a store location that did not opt in to selling this device in store On June 6, Mr [redacted] purchased a mobile hotspot with U.SCellularThis device was added to his account and a two year agreement was required on this deviceMr [redacted] was given paperwork stating the details of his plan, agreement and the U.SCellular return policyThe U.SCellular return policy states that customers have days to return equipment and cancel the service with no cancelation feeMr [redacted] did not contact U.SCellular one time in regards to not wanting is hotspot for the remainder of It wasn't until September 1, he called to inquire about canceling the mobile hotspotIf Mr [redacted] decides he would like to cancel the hotspot he purchased on June 6, an Early Termination of $would apply to his account and billed to 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 Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I do acceptI'm getting what I actually came in for finally after months of going back and forthNext time I will just wait and not go by what the employees tell meIf they had an idea that the phone was coming in they should of educated me that my best option would be to wait and not to try and get me to just update because I walked into theRe storeI definitely will not believe anything the employees at the [redacted] store tell me for now onMaybe educate employees better on finding the customers needs and better understanding what the customers actually need so they don't get stuck with devices that have Hot SpotWhich the one they told me I needed ended up in reality not needing it because the phone I had already had those featuresI have less then a year left for the mobile hot spot so I can live with it I've always had great service at that store till this yearThey have lost my trust and do not recommend people on going there

October 22, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Dear Revdex.com Customer Relations Advocate, Thank you for contacting U.SCellular in reference to the above account, we are in receipt of Mr [redacted] 's complaint, I understand that he is frustrated regarding confusion about his balance due and a collection notice he received I am sorry for the frustration Mr [redacted] has experiencedI do show that a balance is due of $99.42, and that due to the period of time it went unpaid, it has been assigned to an outside collection agencyThe following is a timeline of events and how the balance accrued: On May 15th, 2015, a bill posted to Mr [redacted] 's account for $100.43, with the balance due on June 2nd On June 14th, 2015, another bill posted to his account, for an additional $100.43, bringing his total balance to $ On June 16th, 2015, we received payment for Mr [redacted] for $for the bill due on June 2ndThis reduced his balance to $100.43, with the remaining balance due on July 3rd On July 6th, Mr [redacted] 's phone was moved from his personal account to another account as he described in his complaintThis resulted in a credit of $to his account, bringing his balance to $ We never received payment for that remaining balance, and on October 10th, 2015, more than days after it was due, we assigned it to a collection agency for further action Now, I understand from Mr [redacted] 's complaint that he states he was told on two different occasions in U.SCellular stores that he had no balance dueI do not have any idea why, when presented with a bill clearly showing he owed money, on multiple occasions, we would have told him nothing was dueHowever, I do not question what Mr [redacted] states in his complaint, and I believe this to have been a clear error on our behalf, for which we completely apologize Regarding Mr [redacted] calling in, while he is correct that he may not have administrative access to the new account his phone is under presently, he still retains full access to his cancelled account, and we could and would provide him with any and all information appropriate pertaining to that account Having provided all of those details, and taking into account the incorrect information provided to Mr [redacted] on more than one occasion, I find it best based on Mr [redacted] 's prior loyalty to us, his ongoing service under a different account, and his good faith attempts to previously resolve this issue, to clear the balance due on his accountI am very sorry this was not handled better previouslyWe have credited his account for the remaining balance and are removing it from the collection agencyHe will receive a revised final statement from us showing his account is at a zero balanceWe appreciate him bringing this to our attention and again, I am very sorry for how this was handled previously If Mr [redacted] has any further questions or concerns, he may contact our Customer Service Department at (888)944-They are available to assist daily from 6:AM - 11:PM Central Time Sincerely, [redacted] M Customer Resolution Support U.SCellular

Complaint: [redacted] I am rejecting this response because: The sales associate stated that they went online for me and there was nothing else for me to do They stated that I would receive $ Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 13, 2014/08/11) */ August 11, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above account I am in receipt of Mr [redacted] 's concerns regarding both of his phones freezing up and having no service in areas that they used to have service in Ms [redacted] , I can certainly understand the frustration associated with a phone freezing up and not getting service in areas that Mr [redacted] is used to receiving serviceI hate to read of the issues he is having with his devicesI am [redacted] to review the account and provided any assistance that I can During the review of the account I noticed that Mr [redacted] called us on 7/8/and advised that his devices were having some issuesDuring this call we offered to get Mr [redacted] in touch with our Technical Support Team to provide some troubleshooting assistance since Mr [redacted] was on his device at the time we were unable to get him to our Technical Support TeamFurther review of the notes from 7/8/2014, show that Mr [redacted] was going to contact our Technical Support Team at a later time for some troubleshooting assistanceTo date Mr [redacted] has not contacted us back to speak to our Technical Support TeamIn order to troubleshoot the service issues in Mr[redacted] area we need to have him speak with our Technical Support Team at the number belowOur Technical Support Team is the first line of troubleshooting to determine if a device is having issues or if our network is having issues Ms [redacted] , if the device is having issues that are covered under warranty our Technical Support Team can work with Mr [redacted] to have the devices sent off for repairIf it is found that we have a network issue in Mr [redacted] 's area our Technical Support Team can partner with our Local Engineers to correct the issue that we are having In closing, I ask that Mr [redacted] contact our Technical Support Team as we requested he do on 7/8/He can use the number below from any phone other than his cellular deviceMr [redacted] will need to have the device available to do some troubleshooting Should Mr [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

I would consider their commercials advertisement! We have very poor service in our house and surrounding areas and we are told it is the terrainWe live in flat land with no trees around or anything like thatThe newest commercial has them in a wooded area using their phones saying how great their service is no matter where you areReally, if I can't get it my house pretty sure they aren't getting it in a forest! And there is no end in site for our problems to be resolved

Initial Business Response / [redacted] (1000, 10, 2014/09/22) */ September 22, Revdex.com of Chicago Attention: Ms[redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's concerns regarding her U.SCellular refund that is due herMs [redacted] states that she began the process in [redacted] trying to obtain a refund that was dueShe states that she has been given multiple reasons why the refund had not arrived including wrong addresses as well as time expectations that have obviously not been met Ms[redacted] I can fully understand Ms [redacted] 's frustration from not receiving her refund in a timely mannerGiven many different answers over this period of time certainly gives the impression that we are reluctant to refund Ms [redacted] what is rightfully hers I have reviewed Ms [redacted] 's account and can provide the following informationWhen Ms [redacted] began her quest we were told that the check would be processed within to weeks and that was the original information given to Ms [redacted] After that time frame, Ms [redacted] again called and then was told the check had been issued but we could not give an exact date when it would arriveOn August Ms [redacted] visited with one of our associates on social media and was advised that we would research her concernIt was then on September 15, through the research of our social media associate, that we discovered the check had been sent to the incorrect addressWe immediately went to work to correct the problemOur Financial Services Department did not have a correct address for Ms [redacted] in their system, even though her account was showing a correct address Ms[redacted] when any check has been issued, even if sent to the incorrect address, we issue a "stop payment" on the checkWe then have to have clearance from our financial department that the original check had indeed not been cashedWe then resubmit a new check to the correct addressAs you can imagine this unfortunately, adds even more time to the waiting process I am not offering the above information as an excuse but rather for information onlyMs[redacted] I want to apologize to Ms [redacted] as this process has taken both longer than we desired and longer than she deservedMs [redacted] stated that she does not believe the information that we have given her and believes that if we wait long enough she will give upI assure you Ms[redacted] we want to keep our financial records up to date and in order with timely refunds as just as much as Ms [redacted] wants her refundIt is not our intention to have any customers wait longer than the process time I am pleased to report that we processed a check to Ms [redacted] on September to the correct address on the account in the amount of $Ms [redacted] , if not already, should be receiving that check in a matter of daysMs [redacted] is requesting interest earned on the money owed for the last four monthsSince her account is closed and the check has already been issued, we cannot credit her account and so a credit for interest is not possible I again, apologize for the inconvenience that this had caused Ms [redacted] I want to thank her for her business with us and wish her continued success with her new cellular providerShould Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it unbelievable that even tho my address was verified by USCellular representatives in EVERY personal contact made by me over the past several months that it was not until the DAY they received notice that I had filed a complaint with the Revdex.com were they able to finally "correct" the address and issue a refund checkTiming is too convenient to be mere coincidenceI also find it rather convenient on their part that they would wait until days after said check was issued to report it as such, and then claim that because the check has been issued they cannot address the other issues of reimbursement(s) I posed in the initial complain Final Business Response / [redacted] (4000, 14, 2014/09/25) */ September 25, 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 [redacted] 's rebuttal to our previous response, in which she expresses her suspicions about our motives in taking so long to issue a refund check Ms[redacted] once again we extend our deepest apologies for the amount of time it has taken to get Ms [redacted] 's refund to herI would like to personally reassure her that there were no underhanded motives at play here, and that we were not just waiting in the hope that she would just give upWe normally get refunds sent out much sooner, and once again we apologize deeply for all of the issues and complications we have had trying to get Ms [redacted] 's refund to herWe take great pride in our customer service and there are no excuses for having taken so long in this case Since the refund check was reissued on 9/19/14, Ms [redacted] should receive it within the next few days, if she hasn't alreadyI genuinely hope that she has received it by now Should Ms [redacted] have any additional questions or concerns, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Complaint: [redacted] I am rejecting this response because: These options were not given and the [redacted] service refused anything to be faxed to the bank as requested I explained what I needed and was told they do not communicate with the Bank All I asked for and was refused is a letter faxed to the bank stating that the Transaction was cancelled [redacted] Refused to do so " We do not talk to the Bank" They need to fix the problem with the website The total balance all the way through specifically said I verified this all the way through, since it had happened once before If there system has a flaw that defaults to another previous balance they need to correct it I submitted and was charged If they are the ones processing the debit cards they need to follow through not on with their system but the processing company that they use to make sure that the hold is released My bank finally called someone and spent minutes just trying to get confirmation that the payment was reversed a simple yes or no Finally they said it was reversed and it was not being processed Simple resoloution would be to correct there online bill pay or submit suffiecent documentation to the customer to correct Debit Card hold when there is an error Sincerely, [redacted] O'leary

Initial Business Response / [redacted] (1000, 10, 2014/03/12) */ March 12, Revdex.com of Chicago Attention: Ms [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's correspondence regarding the difficulties she experienced activating service with U.SCellularIn her correspondence Ms [redacted] stated that she has had difficulties with U.SCellular since the beginningShe ordered phones Thanksgiving weekend, and they took well over three weeks to receiveShe stated that she has talked to well over sales associates regarding this issueMs [redacted] then stated her her correspondence that she did not receive a bill, and had her service suspendedShe also states that she is unable to log into My AccountMs [redacted] in her correspondence stated that after her service was suspended, that she wanted to cancel her service, and that her name is not correctIn her desired resolution, Ms [redacted] stated that she wanted to share her frustrationsShe also hopes the online department/billing will work to resolve how we run our companyMs [redacted] also wants U.SCellular to work on the helpful of when someone experiences a problem with our company I truly apologize for the frustrations and inconvenience Ms [redacted] has experienced since activating her U.SCellular serviceI am [redacted] to review her account to address her concerns Ms[redacted] our records reflect that Ms [redacted] activated service on November 30, 2013, and her phones were ordered on November 30, Ms [redacted] called our Customer Service Department on December 9, due to not receiving the phonesWe advised that we did not having a tracking number for the phones, and connected Ms [redacted] to our Customer Relations Department as she was thinking of cancelling the accountDuring our conversation with Ms [redacted] , we noticed that the order was stuckThis caused the delay in the phones being sent to Ms [redacted] , and an I.Sticket was submitted to correct the errorWe spoke to Ms [redacted] on December 10, and were able to resubmit her requestMs [redacted] activated the phone son December 13, On January 20, Ms [redacted] contacted our Customer Service Department as she had not received a billWe advised her that a bill had not posted to her account, and provided her account number for My AccountOur customer service department spoke to Ms [redacted] on January 31, and provided her the data usage she has usedWe also provided her account number for My AccountMs [redacted] was experiencing difficulties with the PIN number for My AccountDuring our conversation Ms [redacted] , provided a PIN number and was advised this number was incorrectMs [redacted] did not have an additional phone for us to call her back on Ms [redacted] contacted our Financial Services Department on February 23, as her service had been disconnectedHer service was stored, and the restoral fees were waivedOn March 10, 2014, we spoke to Ms [redacted] regarding the two statements she received that are due in MarchWe advised her that she did not receive a bill in JanuaryDue to this, she received two bills in JanuaryHowever we did waive the restoral fees as we had previously stated we would Ms[redacted] please let Ms [redacted] know that I truly apologize for the experiences she has had with U.SCellularI understand her concerns for the delays in billing, and the delay in send the phones to herThe iPhones were originally launched in November for the first time, and some makes/model of the iPhones sold pretty quicklyThis caused a backorder for some the phonesI am sorry that Ms [redacted] was not advised of thisI want to take this opportunity to show my appreciation for the feedback you have sharedCustomer satisfaction is our highest priority at U.SCellular and while we continually strive to find new ways to enhance our customers' experience, it is your opinion that matters mostBy taking the time to share your thoughts, you help us make enhancementsI have forwarded Ms [redacted] 's comments to our management staffThis will allow us to review our processes to correct these issues At this time I show that Ms [redacted] has a balance on her account of $Due to the frustrations that she has experienced I have issued an adjustment of $to her accountThis will give her a $balance on her account, and no payment will be due on March 26, Ms [redacted] will receive her next bill after April 2, Also in her correspondence Ms [redacted] stated that we did not have her name correctlyI would like to have her name correctedHowever her correspondence did not state which part of her name was incorrectMs[redacted] Please have Ms [redacted] contact our Customer Service Department at the number listed below if her first name is listed incorrectlyIf her last name is listed incorrectly I recommend taking a photo id into her local U .SCellular retail locationThis will allow her last name to be updatedOur retail location will also be able to assist Ms [redacted] in registering for My AccountI hope this information is helpfulI truly apologize for the experience she had in receiving her phone, and the delay in receiving her bills Should Ms [redacted] , have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2014/05/05) */ May 5, 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 and I am happy to address her concernsMs[redacted] states that when she started her contract with U.SCellular she chose an unlimited data plan for $40.00, she states that without her knowledge she was changed to a $data planShe states that one month she was charged twice for a data plan she did not requestShe also feels that U.SCellular has been stealing her money for the past monthsMs[redacted] stated she called in about her plan being changed and was advised that the unlimited package is no longer available, she feels that is her data plan is no longer available that her contract should be voidedMs [redacted] resolution is to be released from her contract with no fee since the plan she signed up for is no longer availableShe also wants to be able to take her number with her I can certainly understand Ms [redacted] frustration with learning her plan had been changed without her knowledge and then being told that the plan was no longer availableI have reviewed her account and I would like to provide some clarification as well as a resolution Ms[redacted] in reviewing Ms [redacted] account I see that she started service with U.SCellular on June 2, 2013, at the time of activating her account she selected the Samsung Galaxy S4, since Ms[redacted] was offered this phone at a discounted price she was required to sign a year service agreementMs[redacted] received her Samsung Galaxy Sfor $when her phone retails for $The contract was required for Ms[redacted] to receive her discounted phone, the voice, messaging and data plan she chose was not part of that service agreement as customers can change plans at any time without have to pay an early termination fee for their contract I do see that when Ms[redacted] started service with U.SCellular she did select a promotional plan for her data package the Unlimited 4G data for $I see that in December 2013, Ms[redacted] damaged her phone and needed to get a replacement deviceWhen Ms[redacted] had a loaner phone placed on her account her data package was removed in U.SCellular(r) errorWhen Ms[redacted] added her replacement phone to her account a current data package was added as the unlimited data promotional plan she had is no longer available, this change should have been discussed with Ms[redacted] at that time and I truly regret that this conversation did not take placeI have reviewed Ms [redacted] bills and this plan change has not caused her any overage charges as she has not exceeded her plans 5GB limit, she has however been overcharged by $each month since her January bill, this has resulted in an overcharge of $to her account for her January, February, March and April billsOn May 2, when Ms[redacted] notified us of this billing error she was given a total of $for these charges and for her inconvenience On May 2, we also added a 20% discount to her account making her data package $which is $cheaper that what it would have been had our error not occurredWe believe that since Ms [redacted] has been more than compensated for the additional cost in her plan from January to April and that going forward her data package will only be $that her issue has been resolved As I stated above Ms [redacted] contract was for her discounted phone not her plan so her contract is valid and if she chooses to terminate her contract she would be responsible for any early termination fees Should Ms[redacted] have additional questions, they may contact our Customer Service Department at ( [redacted] Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I choose not to accept the response in order to clarify a few details for the Revdex.com and for US CellularI did not damage my phone, I was issued a defective phoneThe screen quit working after owning the phone for less than monthsThe phone was defective, the damage was not caused by meAt no point in time did anyone that I dealt with inform me that my data plan had been removed from my phoneWhen I called US Cellular the first time, the customer service representative hung up on meI understand the above email, but I would like it known that US Cellular is a company that does not value customer serviceThe person also neglected to mention that I was charged twice for data in the month of JanuaryAnd this too was overlookedI appreciate the company refunding the money that they had no right to in the first place, however, I don't appreciate the being put in this situation in the first placeAnd I don't appreciate the lies and miscommunication from their entire staff Final Business Response / [redacted] (4000, 14, 2014/05/07) */ May 7, 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 are in receipt of Mrs [redacted] rebuttal in which she states she chose not to accept the response, in order to clear up the statement of her phone being damagedShe states that she was given a defective phone and after months the phones screen quit workingI apologize for any implication that was made in the previous response that offended Ms[redacted] regarding the stating of damaged phone I also can understand her concerns, regarding the matter of her Unlimited Data package being changed to the $5GB package without her knowledgeThat was an error on our part, which we acknowledged and made changes to her account to make good on her Unlimited Data PackageAlthough, we could not get the Unlimited Data plan back, we issued a discount off the $5G packageThe cost for her data package is now $36.00, and her account is noted that if were to go over the 5GB data package, that all overage charges would be taken care of I can understand Ms [redacted] frustration with the matter, as well as being double billed in January for the data package, even though we took care of the chargesI would like for Ms[redacted] to know that we value her business and apologize again for any frustration this matter caused her Ms[redacted] I hope that the information provided has been helpfulShould Ms[redacted] have additional questions she may contact our Customer Service Department at ( [redacted] Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (2000, 16, 2014/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/16/ Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountMs [redacted] states in her complaint that she paid the taxes on four devicesShe later returned the equipment and still has not received the refund for the taxes she paidMs [redacted] desired resolution is to receive the refund she has requested from us I can certainly understand Ms [redacted] complaintI would be more than happy to carefully review the account for more information concerning this issue Upon review of Ms [redacted] account, I see that on July 28, the customer called in to request a day excellence guarantee return for four devices she did not yet receiveThere are several notations on the account from 7/30/15and 9/4/where Ms [redacted] called in regarding her refundBased on the notations, I show that a refund of $was issued on 10/13/to Ms [redacted] account for the tax amount she paid back in July Since the credit has been issued to the account, I now show a balance of $on Ms [redacted] account that as of today is past dueIf Ms [redacted] is unable to remit payment to the account for the balance of $122.80, I would encourage Ms [redacted] to contact our Financial Services Department by calling Customer Service at [redacted] Financial Services would be more than happy to review the account to see if we are able to provide Ms [redacted] with a payment arrangement for the past due balanceAlthough payment arrangements due incur a $late fee on the account, they will also prevent interruption of service from a lingering past due balanceFinancial Services are available Monday through Friday from 7AM-11PM, Saturday from 9AM-12PM and Closed on Sunday I am very happy to hear we were able to credit Ms [redacted] account the $that was owed to her from the taxes on her returned equipmentIf Ms [redacted] has any further inquiries or concerns, she can contact our Customer Service Department at [redacted] and we would be more than happy to assist her Sincerely, [redacted] Customer Resolution Support U.SCellular(r)

Initial Business Response / [redacted] (1000, 10, 2014/09/22) */ September 22, 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 [redacted] Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms [redacted] 's complaint regarding number [redacted] being removed off the account without authorizationI understand Ms [redacted] 's concern in this matter and I'm more than [redacted] to review the account for further information As Ms [redacted] stated the line [redacted] was transferred into a business account by Change of OwnershipU.SCellular allows a transfer of ownership from one Account Owner to anotherA Change in Ownership occurs when a phone number or account of the original Customer guaranteeing payment on the account is moved (or transferred) to a different CustomerThe existing liable customer (Account Owner) must request the changeAppropriate Customer identification information from the Account Owner is required before completing the Change of OwnershipWhen a Change of Ownership is performed, the original Account Owner is forfeiting the line and new ownership is given to the new Account Owner [redacted] , who is the Account Owner of account -1164, is not listed as an Account Owner for the business account in which the line [redacted] was moved intoUnfortunately, we are unable to process this Ms [redacted] 's request at this time, because we value the security of our customers' informationTo request ownership of the line [redacted] , Mr [redacted] will need to follow the steps above to complete a Change of Ownership or for further information regarding this line, they will need to contact the Account Owner for the business account Should Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI called the number and they read the note and accepted my payment of $on 2/9/approx 4:33pm Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2014/12/10) */ December 10, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's complaint wherein he states that at the time of order he requested for the LG Gfor a pennyHe states that he asked the sales agent if there were any additional fees that had to be paid in order to get the phones and was told that the phone had no lease requirements on it, and that he was buying the phone out right for only a pennyMr [redacted] is stating that the agent insured him that it was the correct phone that he wanted one black and one white with only a deposit and starting fee of $altogetherMr [redacted] stated that he has been lied to from U.SCellular and was informed that he would have to pay as of now $for the deposit of the LG G3sHe believes that he should be sent out the LG G3s for free and given a credit for having to be on the phone with our associates to find a resolution for this matter I can definitely understand Mr [redacted] 's frustration and desire to have this issue resolvedI will be more than [redacted] to research the account and provide assistance for this matter On November 24th Mr [redacted] spoke to one of our sales associates and setup an order for two Moto G LTEs one black and one white, 10GB data plan with two a year agreement, a 15% Partner Employee Discount, device protection plus and data caps on both linesI also see the activation fee was waived as well as overnight shipping fee waived as courtesyThe offer was setup to be paid on December 4th with a $deposit requiredLater that day, Mr [redacted] spoke to another sales associate and discussed our promotions for two LG G Pads whiteDecember 5th Mr [redacted] was advised that the deposit for the LG Gwould be $per deviceThat same day, Mr [redacted] was transferred to a supervisor where they were once again informed that the deposit would be $for the LG Gdeposit before the call was released due to languageHe was also advised of many devices which do not require a $depositMr [redacted] was advised that he could swap his device out with a $deposit on December 6th customer disconnected the call I have reviewed Mr [redacted] 's complaint and have found that Mr [redacted] was well informed that in order to receive the device he would have to pay a higher deposit for itAlso while researching the account I saw that the order information recorded show that the order was for the Moto G LTEsRegrettably, the deposit is determined by the credit check ran on the account and the type of phone the customer is wants to purchaseWe have no control over what the deposit will be based solely on the type of device the customer wantsI know this is not the resolution Mr [redacted] was hoping for but I hope he was able to find this information helpful Should Mr [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

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

Initial Business Response / [redacted] (1000, 10, 2014/03/21) */ March 21, 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 My Account not accurately displaying data usage for her familyShe has waited for quite some time for My Account to work and is also unhappy about customer service received from U.SCellularHer desired resolution is to cancel her service agreement without paying any overages or early termination fees I can certainly understand Ms***'s dissatisfaction with our My Account websiteI know the convenience of online access and I realize how frustrating it is to experience problems when using My AccountWe strive to provide our customers with easy access website providing information needed quickly and efficiently, and I realize we failed to meet Ms***'s expectations in this matterI also would like to apologize for the poor customer service Ms [redacted] mentioned in her complaintCustomer service is our number one priority - and I hope we can get back to providing her with "World's Best" customer service she's come to expect from U.SCellularI'll be more than [redacted] to review her account and provide information she [redacted] find helpful I wanted to ensure Ms [redacted] that we are doing everything we can to get our My Account website to be effective and properlyWe have escalated your issue with not being able to view data amounts through My Account to our Support team and we are working diligently to fix this issueYour ticket referencing this occurrence is # XXXXXXXI apologize for this inconvenience; however we are working on resolving this issue Until this specific issue with My Account is resolved, I would like to encourage Ms [redacted] that there are other ways to monitor data other than using our websiteSeveral apps are available for download through either the Apple Store or Google Store which will track and monitor dataThe Samsung and Apple devices also have a built in tracker which will allow you to set your bill cycle period dates as well as show exactly how much data is accumulating monthlyOur customer service team will be able to assist Ms [redacted] on how to set these up, or she can visit our retail locations as wellAlso, Ms [redacted] can contact us directly to inquire on data usage for the month, if there is a concern about possible data overages In closing, we are unable to grant Ms***'s desired resolution to not charge an early termination fees should she desire to cancel her service agreementAlthough we do realize the inconvenience of not having online access to monitor data, Ms [redacted] has not had any service related issues or interruptions of service resulting from My Account accessWe continue to value her partnership with U.SCellular for many years and hope we can continue to provide her with products and services which meet her needs Should Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am tired of dealing with the constant issues that US Cellular has created with their poor upgradesTheir failure to upgrade their system on line is unsatisfactoryI check that website frequently to check on data usage and call usageMy data usage always says there isn't any usageYou have had almost a year to get your system upgraded and I am not [redacted] with the way you have handled your customer serviceIn return I want out of our contract and I will send you your phones back Final Business Response / [redacted] (4000, 18, 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 accountI am in receipt of Ms***'s rebuttal where she explains that we are responsible for our website and the content in it regardless if it is a given as a courtesy or notMs [redacted] explained that this is the 2nd complaint that she has filed this month and he feels that we have no intention of resolving the issue for herShe is again asking to be released from her contracts with no feesMs [redacted] also stated that she will not download any applications due to fearing she will go over her data usageShe explained that she was told that the iPhone doesn't go to as it should so she called another wireless and they explained that they have never heard of the problem Ms[redacted] I realize that providing Ms [redacted] the option of viewing her data usage online is very important to herI again regret that she is having problems viewing her usage and that it has taken so long to resolve it As we have previously explained, using the My Account to view data usage is one of many ways to get her usageI assure you Ms[redacted] that resolving this issue for Ms [redacted] is a top priorityWe have a ticket opened so that the department that manages our website can investigate furtherAs it turns out I cannot provide a date that Ms [redacted] can expect to see her data usageIn the meantime, I do not want Ms [redacted] to fear using her data but rather use another method to manage her usageIn fact as we previously discussed a quicker way to check data usage is by checking her usage from the cell phoneFor the Android phones she can go into the settings and check the data usage optionWhile in that data usage option the phone will show the time period the usage was calculated for and it will show which applications are using the most data from the phoneMr [redacted] will want to make sure the data usage begins to calculate the same day her billing cycle begins which is the 22nd every monthIn addition to checking her usage from her cell phone she can also contact our Customer Service Department and we would be [redacted] to let her know where she is at with her data usageShe can also download different applications to monitor her data usage Ms [redacted] explained that she was advised the iPhone had problems connecting to and I am not aware of the iPhone experiencing this problem and if we have explained otherwise please accept my apologiesThe representative [redacted] have experienced someone else having problems with their however that does not mean everyone is having that same problemI regret any confusion we caused in our explanationIf Ms [redacted] is having problems with her iPhone connecting to we would be [redacted] to address that issue with her by contacting our Customer Service Department at the number listed belowis another great tool to use to avoid having to monitor the data usage on her plan altogetherBy using on the phones this will bypass [redacted] data in her plan entirelyI recommend turning off her data usage while on to bring her peace of mind that the data that is being used is strictly usage Ms[redacted] I am very disappointed that Ms [redacted] wants to cancel her service due to not having access to view her data usage onlineWhile we are working to resolve this we are committed to do whatever we can to keep her businessMs [redacted] mentioned that she has filed another complaint with the Revdex.com regarding minute overage that she had on her bill and after reviewing Ms***'s account I see that we resolved her previous complaint satisfactory by crediting her for the minute overages in full due to her not receiving the overage alert on her accountWe provided a credit to Ms***'s account for her minute overage due to not receiving the overage alert however she still had access to view her minute usage onlineI hope that Ms [redacted] realizes that by applying this credit to her account that we are very much interested in keeping her business Ms[redacted] there are so many different resources that we can help Ms [redacted] use to check and monitor her data usageAs it turns out, we cannot honor her request to remove her contracts and any fees involved in canceling her serviceThe reason we ask for a contract at all is because we provided Ms [redacted] the phones at a discounted priceIn fact Ms [redacted] was able to pay for the phones by using her Reward Points to purchase themIn return for providing a discount on the phones or by using Reward Points to pay for the phone we ask for a two year contractHaving the option to pay for a phone using points is not something Ms [redacted] can get with any other carrier and this is one of many ways we provide to Reward our loyal customers such as Ms*** We do appreciate Ms [redacted] very much and look forward to discussing how she can monitor her data usage until the issue is resolved on lineShould Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] V Customer Resolution Support U.SCellular Final Consumer Response / [redacted] (4200, 16, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want out of my contract with youYou are responsible for your website and the content on itWhether it be a courtesy or notThis is the second complaint that I have filed this month with your business and I am convinced that you have no intention on fixing any of the issuesI want out of my contract with no feesI am not downloading any more services from play store or any where else for fear of data usageYour customer service went as far as telling me that the Iphone doesn't switch over to wifi like it is supposed toHe said they have had problems with thatSo, I called another wireless carrier and asked if they had heard of this problem and he said no they hadn't

Initial Business Response / [redacted] (1000, 5, 2014/09/09) */ September 9, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX Account Holder: [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms [redacted] 's complaint regarding data service in her areaMs [redacted] states that she started service with U.SCellular in July Ms [redacted] says that she has been roaming ever since she signed up for the service but it does work in some areasMs [redacted] says that she does not get internet coverage in her area and was told that there is nothing that we can do about itMs [redacted] also says that she recycled her old phones from her previous carrier so she is unable to get new onesMs [redacted] is requesting that U.SCellular reduces her charges down to $per line for the data plan because she cannot use it I certainly recognize how frustrating this situation is for Ms [redacted] I know how important it is to a have a reliable mobile phone connection for phone calls and dataI will be [redacted] to review Ms [redacted] 's information to further address her concerns I have reviewed Ms [redacted] 's informationI noticed that there was an online order submitted on July 1, for a request to start service in [redacted] nameU.SCellular sent a responding email back advising that the order was being canceled due to the shipping address being located outside of our networkLater on July 1, we received a phone call from Ms [redacted] requesting to complete the online orderOn July 2, 2014, Ms [redacted] contacted our Telesales Department to request additional lines of services, but decided to go to the store instead to complete Device Financing on the new linesMs [redacted] was instructed to refuse the phone she ordered over the phone so that she could get the phones in storeI see that there were a total of four lines of service activated on July 2, in store Ms[redacted] when starting new service with U.SCellular, our customers have a Day Excellence Guarantee they can use if the service is not working for them or if they are not [redacted] with their phone selectionThe Day Excellence Guarantee allows the customer to return their phone, in like new condition, and receive a refund for the cost of the equipmentThe customer would only be responsible for any services used during the Days I do see that Ms [redacted] contacted our Customer Service Department on July 5, in regards to filing an insurance claim on line Xfor the Samsung Galaxy Mega smartphoneThe Samsung Galaxy Mega has a retail price of $Ms [redacted] was instructed to file an insurance claim with Assurant Solutions and that there is a $deductible to replace the phoneMs [redacted] refused to file the insurance claim because she did not agree with the amount of the deductibleMs [redacted] was transferred to our Customer Relations Department and was advised that she would have to return the phone in like new condition in order to cancel the account within the Day Excellence GuaranteeMs [redacted] was told that she could file the insurance claim then turn the replacement phone in within Days to get the Early Termination Fee waived On July 7, 2014, an unlisted user, [redacted] , contacted our Technical Support Department in regards to the nonresponsive Samsung Galaxy Mega smartphone on line X [redacted] told our Technical Support Department that the phone's screen was replaced by a third party [redacted] was advised that since the repair was completed by another party than Samsung, that the phone was no longer covered under the one year manufacturer's warrantyOur Technical Support Department assisted [redacted] with a factory data reset on the phone Ms [redacted] contacted our Customer Service Department on July 25, to see about getting her Device Activation Fees waived and receive information about data roamingI checked coverage in Ms [redacted] 's billing address area and I noticed that she is located in our partner coverage areaThis means that U.SCellular does not own tower coverage in this areaMs [redacted] 's phone will stay in roam when she is in this areaWhile roaming, Ms [redacted] 's data plan is limited to megabytes (MB) per lineWhen 200MB is exceeded, the data is throttledThe throttle is removed once the billing cycle starts over On July 30, 2014, Ms [redacted] received a phone call from our Office of the PresidentMs [redacted] was offered to return all of her devices to the retail store to get her Early Termination Fees waived, which are equivalent to the remaining payments left on the financed devicesMs [redacted] was advised that she is already on a discounted price plan and there were no further discounts that could be appliedAt this time, Ms [redacted] can still take the offer granted from our Presidents Office to return her equipment to receive waived Early Termination Fees Ms[redacted] I greatly appreciate your time and the opportunity to assist with Ms [redacted] 's concernsAlthough I am unable to honor Ms [redacted] 's request for an even further discounted plan, I hope that she finds value in the information provided aboveIf Ms [redacted] has any further questions or concerns, she [redacted] contact our Customer Service Department by dialing XX-XXX-XXXX from any phone Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I stated that I returned my phones what makes you think I will settle for thatI will have to go back and purchase new phonesTheir full of [redacted] They gave me discounts because im military thats itThey never told me I would not have internet.I cant get no other services but sprint and they can provide better coverageIf the wont do it then I will file with the court a civil suit you bascially taking my money and two I should have 10gb not She nevered mentioned about the contract payoff they making my credit look bad now Final Business Response / [redacted] (4000, 9, 2014/09/12) */ September 12, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL XXXXX Re: Complaint Number: XXXXXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX [redacted] Dear Ms[redacted] Thank you for your continued communication in regards to the above accountMs [redacted] states if she agreed to return her phones she would have to purchase new phonesShe states she was given discounts because of her military statusShe mentions she was not advised she would not have internet and believes Sprint will provide better serviceMs [redacted] states she will take U.SCellular to court if she is not accommodatedShe mentions she should have 10GB of data instead of MBShe states there was no mention of the contract payoff and believes this will affect her credit I certainly understand the need to get the best available rates and I have reviewed the account so that I [redacted] provide additional information I would like to clarify the account has Device Financing for each phoneThere would be no Early Termination Fees associated with cancellingHowever, the remaining balance of each device would be due upon cancellationMs [redacted] was offered to return her devices in Like new condition and have the remaining balance for the phones waivedAlthough, I can empathize with Ms [redacted] 's situation in regards to purchasing new phones with another carrier because she no longer has her previous devices, this an issue that falls outside the control of U.SCellularWhat we have offered Ms [redacted] is within our control and no other compensation or discounts are availableI would like Ms [redacted] to know the account does have 10GB of dataWhen roaming data speeds are reduced once 200MB of data is used Below you will find the last four digits of each number, the name of the device financed, the full retail price of the device and the monthly installment amount for each phone purchasedThe monthly installments are interest free payments paid over monthsThe monthly payments cannot be altered / iPad $= $ 6962/ Samsung Galaxy Mega $= $ 2691/ Samsung Galaxy Mega $= $ 3090/ Samsung Galaxy Mega $= $ Ms [redacted] has the 10GB data package for $per month plus a 10% military discount off the data package onlyEach phone line has a $Smartphone access feeOur current plan offerings provide a $discount to each Smartphone that is financed on the 10GB data planThis brings the smartphone access fee to $per line per monthThe Ipad access fee is $This makes the monthly price plan charges $90+$10+$10+$10+$20= $per month plus tax and Device Financing charges Ms [redacted] requests that each phone line have a reduced interest rate of $As mentioned above the payments are interest free and the monthly payments are non-negotiableI would like to remind Ms [redacted] the monthly payments were previously agreed upon by the account holder when the Retail Installment Contracts were signed in storeIf Ms [redacted] would like to reduce the monthly bill there is an option to reduce the 10GB data packageSince Ms [redacted] mentioned she uses WIFI often she [redacted] benefit by reducing her plan to MBThe monthly cost for the data package is $The access discount will change to $per line because the discount is smaller for data packages under 10GBThis would change the monthly price plan to $15+$20+$20+$20+$20=$per month plus tax and Device Financing chargesThis would result in a $monthly savingsI recommend this plan only if all users are willing to use WIFI only as MB of data is very limited and could result in data overages Ms [redacted] thank you for the opportunity to address Ms [redacted] 's concernsI truly hope the information has been helpful in understanding why no further discounts are availableShould [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular(r) Final Consumer Response / [redacted] (4200, 12, 2014/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) A real big company would send theirs techs out to get better serviceNow I wonder why they are not every were because they suckBut yet their store recommended you to recycle your phones for accessoriesBack to the payiff amount my sprint is in the collections because of us cellular waiting to pay a contract offWhy should customers have to wait to their credit screwed up for you guys to pay Termination fees are high but their advitisement is greatDont worry about responding back because YOUR COMPANY SUCKS AND IM NOT THE ONLY ONE SAYING IT