US Cellular

US Cellular provided me service for yearsI never missed a beat when it came to paying them for their servicesMy last plan provided me 5gb of data of which only allowed 200mb of "roaming data"Generous huh? As a driver needing a phone for not just a phone this was an issueIf you exceed your "roaming data" times in a life time, they kick you to the curbYup they terminate your data immediately and throw the rest of it out within about a day period of timeNow having to have had to take up service with someone that can over the service I need with all the start up fees and todo's, I was continually paying down the balance to them diligently, at the same time staying current with my new provider when they sent my balance of $into collections [redacted] I'd not recommend these folks to my worst enemy at this point based on there poor ethics and lack of loyalty

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.S Cellular Account Number: XXXXXXXXX Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr [redacted] 's complaint regarding the high data usage on his accountMr [redacted] states that he has had the phone checked out at our store, at our suggestion, and we found nothing wrongMr [redacted] also states that the phone still used data when the mobile data was turned offMr [redacted] states that he has done everything we have asked and the issue is on our end not hisMr [redacted] asks that we let him out of his contract with no Cancellation charges for any of his phones Customer satisfaction is and has always been our company's primary goalI would like to extend a heartfelt apology to Mr [redacted] for all the frustration he has experienced regarding the data usage on his accountIn response to Mr [redacted] 's concerns, I will be [redacted] to research this matter for him Upon review of Mr [redacted] 's account, I see that we submitted case #XXXXXXX, on September 3, 2015, to research the data usage on Mr [redacted] 's accountAdditionally, I see notes that indicate Mr [redacted] has called several times over the last few months, regarding the data usage and data limits on the account, and has done everything we suggested trying to resolve this issue We have reviewed Mr [redacted] 's complaintI have retrieved the data research case and have submitted the usage information for further researchThe results can take up to weeks to arriveOnce the results arrive, I will contact Mr [redacted] to review these results In regards to Mr [redacted] 's request that we release him from the contract with no cancellation fees, I don't see any account notes indicating that Mr [redacted] has spoken with our Solutions Consultants departmentMr [redacted] would need to speak with our Solutions Consultants department to determine if there is anything we can do about the cancellation feesOur Solutions Consultants department can be contacted through Customer Service by dialing on any U.SCellular phone, or dialing the number listed below, from 6:00AM until 11:00PM, days a week 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, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were supposed to call us friday September 4th with there results of the "investigation "They did notWe gave them through Tuesday September 8th and still no responseAgain I am going to have to callI will call the "solutions consultant " as said to doWe want out of the contract with cancellation fee waivedThis is very frustrating and upsettingWe have been with them for awhileThey again have not done what they have said they are going to do Final Business Response / [redacted] (4000, 14, 2015/09/09) */ September 9, 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 accountWe are in receipt of Mr [redacted] 's rebuttal which states that he was told we would call him by September 4, and that he still has not received any calls from usMr [redacted] also states he will call our Solutions Consultants and that he would like to be released from his contract with no cancellation fees Thank you for allowing me to address Mr [redacted] 's concerns At this time, I see that we have just received the results from my data research request on the number ending in [redacted] I would like to apologize if Mr [redacted] was told that we would contact him the day after the original research case was submitted, as this was not possibleOnce a case is submitted it goes through a process and takes a minimum of hours to be placed in our queue and would be worked in the order that it was submittedCases to research data take a little longer as we have to send the information off to be researched Per Mr [redacted] 's request, I have called and spoke with Mrs [redacted] regarding the data usage and submitted another data research request on the number ending in [redacted] Mrs [redacted] and I agreed that I will call her once the results arrive to determine the cause of large sessions of data on the line ending in [redacted] Additionally, I see that Mr [redacted] still hasn't had a chance to speak with our Solutions Consultants department regarding the contract and cancellation fee Should Mr [redacted] have additional questions, he [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 me The response and resolution was in line with what I had expected initially from US CellularI am very happy that this is resolved, and look forward to remaining a loyal customerI extend thanks to the Revdex.com for the assistance in this matter, and to US Cellular for making the adjustments Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2014/05/14) */ [redacted] 14, 2014 RevDex.com of Chicago Attention: [redacted] 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted] Customer's Name: [redacted] U.S. Cellular Account Number:... XXXXXXXXX Dear Ms. [redacted] Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted] 's complaint in which she advised that US Cellular has auto deducted two payments of approximately $320.00 out of her account due to a billing system error. Ms. [redacted] stated that the payments were deducted from her account on [redacted] 5th, 2014. Ms. [redacted] also explained that she is unable to find out any information on when the funds will be returned and that she feels as though she should be able to cancel her account without penalties due to these errors. Ms. [redacted] we appreciate Ms. [redacted] business and are very thankful that she has chosen US Cellular as the preferred service provider for her family. I can certainly understand that anytime that additional money are deducted from your account that this can cause a financial hardship and apologize for any confusion and frustration this matter has caused. Ms. [redacted] we appreciate the opportunity to look into this matter further for Ms. [redacted] and provide her with information that I hope she [redacted] find helpful. Ms. [redacted] I have reviewed Ms. [redacted] account in full. Ms. [redacted] as Ms. [redacted] stated they do have their account set up for auto-payment with a capped amount of $320.00. When a customer has a cap amount set up on their auto-pay account this means that this maximum payment will be for the capped amount regardless of the amount due. On [redacted] 2nd, 2014 the amount that Ms. [redacted] owed on the account was $326.65. An auto-payment of $320.00 was already set to be deducted. An alert was sent to the customer on April 14th, 2014 notifying them that a payment was scheduled for [redacted] 2nd, 2014. The auto-payment started processing for the amount of $320.00 as was scheduled on the morning of [redacted] 2nd, 2014. Ms. [redacted] , we see that also on [redacted] 2nd, 2014 the customer manually logged into their online My Account and processed a one time or manual payment for the full amount of $326.65. Ms. [redacted] this was not a billing error or a system glitch. If this was the known billing error that the Ms. [redacted] referred to then our automatic payment system would have deducted the same payment amount twice at the same time and then on the same day reversed the duplicate payment. Also the duplicate billing error that Ms. [redacted] is referring to only affected a small percentage of customers and was fixed as of April 24th, 2014. On Ms. [redacted] 's account one payment was auto deducted and the second payment was manually processed by the customer. Ms. [redacted] if a customer makes a partial manual payment before the auto-pay amount is set to be deducted then the auto-payment amount will adjust to only deduct the amount reflected on the account. On Ms. [redacted] 's account the auto-pay transaction of $320.00 and the manual payment transaction made by the customer of $326.65 were done within a few hours of each other with the auto-payment process starting first. On [redacted] 5th, 2014 the account holder [redacted] contacted our Customer Service Department stating there was a billing error and his balance was deducted twice from his account. This matter was then escalated to our Financial Services Department for investigation. Our Financial Service Department looked at how the payments were made and determined this was not a billing error within our system. On [redacted] 8th, 2014 the account holder [redacted] contacted us to discuss the status of the refund. [redacted] was told that the payments were not a system error and was explained that if it was a system error then payments would have been exact duplicates and his payments were for different amounts, made at different times of the day, and one was automatic and one was manual with the customers log-in. We explained to [redacted] that he did have a credit on his account of $320.00. [redacted] then asked to be transferred to our Customer Relations Department because he was thinking about cancelling his account. After talking with our Customer Relations Department [redacted] was offered upgrades on three of his lines and was offered a very large amount of Reward Points so that he could get one of the phones for free. On [redacted] 9th, 2014 we received another call into our Customer Relations Department from Ms. [redacted] advising that she changed her mind and wanted to cancel the account. Ms. [redacted] stated that she was not interested in the previous offers made because when she went to the store she stated that she received bad Customer Service and stated that the store was not helpful because the account holder is also a US Cellular Associate. Ms. [redacted] then requested that all of the contracts on her lines be voided so that she could switch carriers without penalty and this request was declined. No further actions were taken on this customer's account. Since the payments made on [redacted] 2nd, 2013 the customer had a bill post to the account on [redacted] 9th, 2013 for the amount of $326.65 and the $320.00 credit absorbed all but the $6.65 amount which is set to be auto-deducted on [redacted] 30th, 2014. Ms. [redacted] the customer's desired resolution is to have all of her contracts voided due to US Cellular breaking their auto-payment agreement. Ms. [redacted] as was explained above the duplicate payments were not a system error and the customer does not have a credit on their account for a refund to be processed. If Ms. [redacted] 's were to cancel her account she would be responsible for any fees incurred. We truly appreciate Ms. [redacted] 's business and hope the information provided has been helpful. 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 Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) On [redacted] 2, I received the email stating that my 320.00 payment had processed. I then logged into My Account and paid the remaining balance, listed as 6.65. Evidently, the scheduled 320.00 payment had updated in My Account, but not in the billing system itself. When I checked the portion for "pay full balance", clearly marked as 6.65, it took what had been the entire balance of 326.65. I would absolutely consider it a "system glitch" When I approve a 6.65 payment and a different balance is taken from my bank account, there is nothing else to call it. Also, the "balance" on my account now is the following month's bill, and would not have affected this situation had the funds been refunded in a timely matter as I was promised 5/5. The representative on 5/5 stated the funds would be returned within 24-48 hours. Final Business Response / [redacted] (4000, 14, 2014/05/17) */ [redacted] 17th 2014 RevDex.com of Chicago Attention: Ms. [redacted] 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.S. Cellular Account Number: XXXXXXXXX [redacted] Dear Ms. [redacted] , Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] rebuttal where she stated that on [redacted] 2nd she received the email confirming that her payment of $320.00 was processed. She then logged in to her My Account and paid the remaining balance of $6.65. She explained that the scheduled payment updated in her My Account but not in the billing system. She stated that she checked the option to pay full balance of $6.65 and the system took the entire balance of $326.65 and she feels it is a "system glitch" because that was not the amount she approved to be removed. Ms. [redacted] also explains the balance on her account now is for her following month and if the second payment was refunded as promised she would have received the refund by now. She stated she was advised the refund would be returned in 24-48hrs. Ms. [redacted] , I again understand that due to the second payment being made this has caused financial hardship for Ms. [redacted] and it is very disappointing. I am [redacted] to assist Ms. [redacted] in any way possible. I do want to address Ms. [redacted] concern that the billing system had a glitch which resulted in an inaccurate balance showing in her My Account. The billing system Ms. [redacted] is referring to would have updated her My Account immediately with the new balance after the automatic payment was made. After reviewing her account, as we have previously mentioned I do see that we have explained to both Ms. and Mr. [redacted] that the payment was not a system error. I want to apologize for any incorrect expectation that was set for Ms. [redacted] to receive her refund. Ms. [redacted] , by the time the request was submitted to have the payment refunded the next bill was already processed. Any credit balance on the account will apply to the following bill. As it turns out we are not able to refund the payment that was made because the next bill has already processed and the credit balance has already been applied to that bill. However if we were able to refund the payment that Ms. [redacted] made she would still have balance on the account of $326.65 due on [redacted] 30th 2014. Ms. [redacted] , regarding Ms. [redacted] request to have all of the Early Termination Fees waived so that she can go to a different carrier, we are unable to honor her request. The Early Termination Fees are on the account due to either receiving a new phone at the discounted price or updating to our new plans. The Early Termination Fees are not related to any disputes or our automatic payment terms that Ms. [redacted] has. Although my research did not produce the outcome Ms. [redacted] had hoped for, I would like to take this opportunity to thank Ms. [redacted] for her years of service with U.S. Cellular and I appreciate the opportunity to address her concerns. 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

Initial Business Response / [redacted] (1000, 10, 2014/02/25) */ February 24, Revdex.com of Chicago Attention: [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 accountWe are in receipt of Mr [redacted] ' complaint in which he states he started service with U.SCellular in October and has had paperless billing from the beginningHe states every month he received a bill showing a $creditMr [redacted] continues by stating that he called U.SCellular every month to see how much he owed and was told no balance was due, but then suddenly his phone service was disconnected on February without noticeHe states he then called U.SCellular to find out what the problem is and was told he had a $creditHe states he called an hour later and was transferred four times before being told that we had made a big mistake and five months ago we had switched the billing system and on accident he was set up with two accountsOne of the accounts was sending a statement showing the $credit, and the other was being billed, yet he had no idea of this accountMr [redacted] continues by stating that the mistake was on U.SCellular's part but that his services would remain off until he paid $Mr [redacted] does not understand how a multi-million dollar company cannot keep their records straight, and how they are not fully aware of where their customers money goes or who owes what amountHe states now he is without service and will be until the mystery amount is paid, and he does not understand thisMr [redacted] states that he feels as if he should not owe anythingHis desired resolution is that his account should be credited something, and at least have his services restored Ms [redacted] I recognize the inconvenience and frustration that this situation might cause for Mr [redacted] Receiving a bill each month which states that you do not owe anything, and to have this confirmed with calls, only to have services get suspendedI realize how important it is to remain connected to family and friends, and am [redacted] to review Mr [redacted] ' account to provide information which he [redacted] find helpful On August 20, 2013, Mr [redacted] spoke with our Financial Services Department and established a payment arrangement to keep his services active, although he had a past due balance at the timeThe agreement made was to keep his services active with the past due amount of $to be paid no later than September 12, If this payment was not paid as agreed, services would be suspended for nonpayment on September Mr [redacted] did not make the payment as agreed; therefore services were suspended on September As of September 27, payment had yet to be received, causing the account to cancel for nonpayment U.SCellular did not hear from Mr [redacted] again until October 25, At this time, we advised Mr [redacted] of the new balance of $was needed to have his services resumed from nonpayment, and a fee of $to resume his services if he chose to do soThe amount was higher due to another bill having generated for services that were usedOn October 31, 2013, Mr [redacted] paid $to have services resumedAs it turns out, the representative did not submit the request to resume his servicesThis was discovered on November when he called back to inquire why his services weren't on yetA request to resume his account was submitted at this time When his request to resume services was processed on November 6, a new cellular number had to be given to Mr [redacted] due to his old number no longer being availableDuring this process, a second billing account number was incidentally started under his overall account profileThis created some split billingWhen his service resumed, the prorated services plus the month in advance was billed under the new account number, XXXXXXXXX, in addition to the $resumption feeThe total of the first bill was $However, with the split billing, the toll charges (which could be directory assistance or international dialing) were billed under the old account number, XXXXXXXXXThis first bill after resumption on the old account number came to a total of a $credit balance after his $payment and a goodwill credit which we applied due to Mr [redacted] being unable to get his previous cellular number back No payment had been received on the new account number (XXXXXXXXX), thus the second bill came to a total of $after the new charges for the month of serviceAgain, the toll charges were billed to his old account number in the amount of $after taxes, reducing the credit amount to $ The third bill since reactivation generated on January 24, and included a now past due amount of $on his new account number, and new charges for services of $bringing this account total to $Again, the toll charges were billed to his old account number in the amount of $after taxes, reducing the credit amount to $ As of February 15, 2014, the fourth bill since resumption of services was producedAfter new charges for the monthly service on the new account, the balance is now $as no payments have been receivedThe toll charges still billed to the old account number in the amount of $for this monthThis reduced the credit balance on the old account to the now $that Mr [redacted] has referencedDue to no payments having been received on the new account number, the services were suspended again as of February 20, This suspension prompted a call from Mr [redacted] on February 21; however we have no documentation of hearing from him between the dates of November and February During several conversations with Mr [redacted] on February 21, we informed him of the past due balance of $213.96, and total balance of $We discovered that he was being billed under both the old account number (for the toll charges only) and the new account number (for monthly services and the resumption fee), and submitted this information to our Financial Services Resolutions Department to have the two account numbers combined, thus eliminating any further confusionOn this day, Mr [redacted] requested to have the account researched to determine the validity of the charges, then later submitted this complaintI have closed the research request based upon this complaint, and explaining the charges in my responseAs stated above, we have no documentation of Mr [redacted] calling into determine what amount was due, and as stated he did not have a credit balance of the $until the bill date of February All charges are valid and owed; however as a courtesy due to the confusion and issues, I have applied an additional $goodwill credit to the accountThis has reduced his past due amount to $with a total balance of $Mr [redacted] ' billing cycle ends on the 7th of each month; therefore we hope to have his two account numbers combined by this date allowing just one bill to generate In closing, I understand this has been a confusing and frustrating situationI want to thank Mr [redacted] for his patience while this is resolvedShould he have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

February 9, 2016 RevDex.com of Chicago Attention: BBB Customer... Relations Advocate 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] ’s complaint stating that in June he agreed to a two year agreement with us at a set price. He stated that for a few months there were problems with the price of the bill and we corrected our error each time. One of the lines associated with his account took their number to a new provider, which resulted in an early termination fee. Mr. [redacted] is requesting that we waive the early termination fee due to us not getting him the correct pricing over the last few months. I would first like to apologize to Mr. [redacted] on behalf of U.S. Cellular for all the problems he has experienced with his bill. I know that having the correct detail is very important so he doesn’t have to continue to have to follow up with us to get it corrected. However, I am glad that we have made the attempt each time to correct our problem. I will be more than happy to review Mr. [redacted] ’s account and provide additional information on the account. Our documents show that on 06/16/2015 we offer Mr. [redacted] an 8 gigabyte data plan with a 30% loyal customer discount and discounts on all three of his lines with a two year agreement and he agreed. The billing cycle on the account starts over on the 14th of each month. Therefore, he got a bill that was dated 06/14/2015 which was higher than what he was quoted just a few days prior. Since the bill was already generating when the changes were made they didn’t reflect on the 06/14/2015 bill. All changes that he made reflected on the 07/14/2015 statement, and that is why that bill was only $20.65 due by 08/08/2015. On the 08/14/2015 bill it was $239.05 and that bill was higher due to $116.55 in calls billed to the account. On 08/22/15 Mr. [redacted] contacted us to see why the bill was higher. We advised that there were calls on the bill and unfortunately, we couldn’t provide the details on the calls that we was looking for. We advised him that we would need for him to have a copy of the bill for him to let us know what numbers were dialed in order for us to discuss them. A research case was created regarding this issue and once the case was worked we attempted to call him and left messages for him to call back. We never received a payment for that bill and we also didn’t receive a call back regarding this until 10/08/2015. When he called back we applied a credit to the account at the time and informed him of the remaining balance, which he paid. Since a partial credit was applied for the calls on the account another case was created to apply the remaining credit, which was denied as we found no errors in the calls. However, on 10/22/15 Mr. [redacted] called in and we waived the fees as a one-time courtesy. There were no further calls to us regarding the bill after this point until recently when he called us questioning why he bill was higher. We advised him that the -9264 line was charged and early termination fee for cancelling the service before the agreement was over. He contacted us and wanted us to waive the fee since he states he has been having problems with his bill each month. We offered to waive 1/3 of the fee twice, but he declined on both occasions. Mr. [redacted] contacted us and stated he was aware that the line was porting out but based off our documentation we show that he also stated he was never aware of the contract. However, in this BBB he states that he was aware of the two year agreement; therefore, he would be responsible for the full early termination fee. We will be willing to apply credit for 1/3 of the charge that was offered in the past, but we will not make this offer again if it is declined he will be responsible for the full fee. We have reviewed Mr. [redacted] ’s complaint and we have offered to waive 1/3of the charge as a one-time courtesy due to Mr. [redacted] ’s tenure. This offer will be available for 7 days. If he chooses to take advantage of the offer we will be happy to apply the adjustment until 02/16/2016. He currently has a balance of $270.27 that is past due. If he needs more time with making this payment he can contact Financial Services and they will be happy to see what options are available. Should Mr. [redacted] have any additional questions, he may contact our Customer Service Department at ( [redacted] . Sincerely, [redacted] C. Customer Resolution Support U.S. Cellular®

April 11, 2016 RevDex.com of Chicago Attention: BBB Customer Relations Advocate 11pt;">330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted] ’s complaint which she states that she has been a long time customer for over 15 years and has never experienced as many issues as she has over the past few years. Ms. [redacted] states she had a problem ith calls being made to Canada from a line on her account when they never call Canada. Thankfully those issues have been resolved. Ms. [redacted] now states that the cost of her plan monthly is not what she was told it would be when she changed from an old Family plan to our new Shared Data plans. I certainly understand her frustration and I will be happy to assist her. Ms. [redacted] was on a old Family 1000 plan until November 2, 2015 when she switched to a 6GB for $55.00. Ms. [redacted] then changed her plan to the Promotional plan of 6GB for $40.00. The charge for each line on the Family 1000 plan after the first two lines would be $10.00. However, the Shared Data plans bill to what devices are on each line. On the Shared Data plan smartphones are billed at $40.00 and basic phones are billed at $30.00. However, if the lines qualify they could receive a discount from these charges. While on the $55.00 Shared Data plan some of Ms. [redacted] ’s lines were receiving discounts. The lines ending in 4121, 5702, and 1925 were receiving the correct $10.00 discount associated with the basic phones on these lines. These discounts brought the $30.00 basic phone access charge down to $20.00 for each line. With the $55.00 for 6GB, the lines above being charged $20.00 a month, line 1926 being $30 due to not meeting requirements for the discount, and the two lines [redacted] and 1718 being smartphones and not meeting the discount requiremens were billed at a $40.00 access charge. This would bring a total before taxes to $225 a month. Now that Ms. [redacted] is on the $40.00 for 6GB plan the discounts remain the same and the overall savings is $15.00 from the amount above. The billing for the account is correct as I have found no errors. However, the two smartphones on your account will meet the requirements for their discounts in just a few weeks. I have added these discounts early and this will mean the smartphones will receive a $20.00 discount each off their monthly access charge. This will bring your monthly bills before taxes or fees to $170.00 a month. Ms. [redacted] will see these discounts shown on her next bill due in May along with extra prorated amount of discount. Should Ms. [redacted] have additional questions, he/she may contact our Customer Service Department at ( [redacted] . Sincerely, [redacted] A. Customer Resolution Support U.S. Cellular®

Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ September 3, 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 [redacted] ' complaint and I am [redacted] to address her concernsMs [redacted] states that U.SCellular sold her a Samsung Tab and that the U.SCellular associate knew it was not going to function for her for the reason she purchased itMs [redacted] states that she was fraudulently sold a device that did not work for her needsMs [redacted] wants to have the Samsung Tab refunded to her Ms [redacted] I completely understand Ms [redacted] frustration with having a device that fits her needsI have thoroughly reviewed her account and I hope to provide clarity to this situation I see that Ms [redacted] originally purchased a Samsung Tab on July 22, 2014; I also see that the next day she returned the device and was issued a full refundThe same day she went to a different store location and purchased another Samsung Tab and paid full price for the device in the storeAt the time of the purchase it is documented that the associate walked Ms [redacted] through using her device and we discussed with her on how she could download Adobe to her tablet however we cannot support a third party applicationMs [redacted] left with tabletOn July 25, she called into our care center because she did not see the credit for her original tablet on her credit card statement; we advised that it takes 3-days for credits to apply back to the account We spoke with Ms [redacted] over the phone in our care center on August 8, about an issue with her U.SCellular phone, at no time on that call did she mention she was unhappy with the tablet or that she wanted to or was unable to return itThen on August 11, we spoke with Ms [redacted] over the phone with a resolution to her previous phone issue, again Ms [redacted] did not mention any issue with her tablet or any issue with returning itAgain on August 18, Ms [redacted] called into our care center to report she had slow data speeds on her phone, at that time again she did not mention she was having an issue with her tablet functions or returning the device On August 20, Ms [redacted] called into our care center to discuss charges on her billShe was upset that she was billed for a data package for the tablet she purchased stating that she wanted the only data package which is the reason she paid for the device in full in the store, we then refunded these charges for Ms [redacted] At no time during the call did she mention she was unhappy with the device or that she wanted to return it On August 22, Ms [redacted] called in and wanted to return her tablet stating it does not have the functionality she needs and she only wants to return it to the store manager who was on vacationWe advised that we do not have a way to reach the store manager while on vacation and that we would not apply any credit for a return over the phoneMs [redacted] was unhappy with that answer and disconnected the callTwo hours later she called back requesting to refunded for her tablet or she would cancel her cell phone account; she stated that tablet did not fit her needs and that she tried to return the tablet within days and the store refused to take it backAt that time our Customer Relations Associate contacted the storeThe store manager states that Ms [redacted] tried to return the device more than days after purchase date stating that she was sold a device that didn't workThe store manager also started that she came into the store several times and that the store rep Justin assisted her using her device and products on the deviceMs [redacted] then became loud in store when the sales manager refused to refund her tablet as she was outside of the day service guaranteeThe customer then requested the store manager, who was out of the store on vacationAt that time Ms [redacted] request to have her tablet purchase refunded was escalated to the Area Sales Manager [redacted] who also declined to refund the table as it was beyond the day guarantee we offer As I stated above Ms[redacted] purchased her tablet on July 23, she had until August 6, to use the device and determine if it fit her needsOur sales representatives do their best to do a needs assessment for our customers to match them to the best device however we cannot possibly know everything a customer will want to do with their deviceThis is why we offer a day service and sales guarantee if at any time from July 23rd through August 6th we would have been [redacted] to take the tablet back and give her a full refundAs I detailed in the interactions we had with Ms [redacted] there was no attempt to return the tablet during her guaranteed time period On August 26, Ms [redacted] called our care center and escalated to our highest tier of escalationMs [redacted] stated to our advanced escalations team that she was told her tablet would have adobe capability and it does not, she then stated that she would have returned the device within the days if she would have known that Adobe would not work on her tabletAfter speaking with the sales, store and area managers our Escalation Associate determined that we worked with Ms [redacted] and provided as much information we have available on Adobe flash and how she could purchase the pull version from Microsoft, we again advised her that it was a third party application and we cannot guarantee it will work on her deviceAgain Ms [redacted] was advised that since she did not return the device during her days Sales Guarantee that we would not provide her with a refund Ms [redacted] has the option to sale her tablet to recover some of the money she spentWe regret that we cannot provide Ms [redacted] with the resolution she is looking for as she did not attempt to return her device within her guaranteed timeWe respectfully ask that since we have discussed our resolution with Ms [redacted] and the resolution has not changed that this case be closed and considered resolved Should Ms [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2014/11/14) */ November 14th 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 accountWe are in receipt of Mr [redacted] 's complaint wherein he states he was billed on September 19th for $for which he states he paid in fullMr [redacted] also states that he received a letter dated October 10th stating there had been a billing mistake where monies were accredited to his account in errorMr [redacted] states that he received his bill in the amount of $and paid itMr [redacted] states that he then received a phone call from U.SCellular on November 8th and when he returned the call he thought the matter was resolvedHowever, Mr [redacted] states he received another call from U.SCellular on November 10thMr [redacted] states that when he returned the call he was threatened to have his services disconnected if payment was not madeMr[redacted] states that he feels like he was treated unfairly and was stressed over "their" billing mistakeMr [redacted] 's desired resolution is to have a month of free service for all the stress this situation has caused him Customer satisfaction is and has always been our company's primary goalI would like to extend a heartfelt apology for all the frustration Mr [redacted] has 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] 's concerns, I will be honored to research his account to address this matter After researching, I find that on September 10th a payment of $was incorrectly applied to Mr [redacted] 's accountThis was an error on our part for which we take full responsibilityThis payment was then removed from his account and applied to the correct account on October 10thPrior to the payment being removed, Mr [redacted] 's bill had generated for $minus that payment of $which put his bill at $This is considerably lower than his statementsI do not find Mr [redacted] called to find out why his bill so low Mr [redacted] then paid the $which posted to his account on October 6thWhen Mr [redacted] 's following bill generated, it reflected the past due balance of $plus current charges of $which put his full bill at $ I find on November 8th we spoke with Mr [redacted] advising him of the billing error for which Mr [redacted] became upset and he then disconnected the callOn November 10th our Financial Services department spoke with Mr [redacted] and assisted him with setting up a payment arrangement for the $to be paid on November 14thI find we received this payment which was applied to his account on November 12thWe thank Mr [redacted] for his payment We have reviewed Mr [redacted] 's complaintWhile we are extremely sympathetic and apologetic for this situation and any stress it caused him, we do not find it merits a full month of free serviceI am [redacted] to apply a $goodwill credit on his accountI do this so that he [redacted] know that we truly do appreciate his business and look forward to many more years to comeI genuinely hope he accepts this gesture in the spirit in which it was given 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, 2014/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel in not in my best interest for what I feel was harassment on US Cellular part Final Consumer Response / [redacted] (4200, 16, 2014/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) With all the mistakes US Cell has had since they changed the billing is unacceptableI pay my bills on time and am being punished for itI still would like a free month for the trouble they have caused me Final Business Response / [redacted] (4000, 18, 2014/11/25) */ November 25, 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 accountWe are in receipt of Mr [redacted] 's rebuttal declining to accept our responseM r [redacted] states due to the trouble the $misapplied payment has caused him that he would like a free month of service Ms[redacted] I can certainly understand Mr[redacted] 's concern and apologize for any frustration this situation [redacted] have causedI am [redacted] to review Mr [redacted] 's account for further information As mentioned previously, a credit was misapplied to Mr [redacted] 's account in the amount of $We take full responsibility in the fact this was our errorMr [redacted] made a smaller than payment on October 6th, due to this errorOn October 10th, we did discover the error and corrected the mistake by removing the credit from Mr [redacted] 's account and placing the credit onto the correct accountOnce this was completed our Financial Services did reach out to Mr [redacted] to let him know of the error and to advise him of the remaining balanceMs[redacted] I understand this being an inconvenience for our customer and because of this we applied a $credit to Mr [redacted] 's account While we are sympathetic to the frustration Mr [redacted] has had dealing with this issue a free month of service is not warranted at this timeMr [redacted] is merely paying for service that he was providedWe did reach out to Mr [redacted] in a timely manner and his account status was not affected by thisOur Financial Services Department worked with Mr [redacted] in setting up a payment arrangement due to the misapplied credit and the payment has already been madeMr [redacted] is current on his bill and will notice the $credit on the bill that he has due on December 9th, We truly appreciate Mr [redacted] 's business and we appreciate the opportunity to resolve this issueShould Mr [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular

Complaint: [redacted] I am rejecting this response because:I called the 1-888- [redacted] number, and spoke to a ***, she informed me that this is a business account, and that I would have to be transferred to the "Business Services". She transferred me to them and I spoke to " [redacted] ". [redacted] informed me that the only options that I have to cancel service is to pay the following: On the two hot spots a "Termination Fee" of 62.00 each or a total of $ 124.00 On the (***) ***- [redacted] line a "Termination Fee" of 145.00 On line (***) ***- [redacted] A phone buy out of $ 388.80 On line (***) ***- [redacted] A phone buy out of $ 495.00 On line (***) ***- [redacted] A phone buy out of $ 449.28. Thus the total to cancel the service that I do not receive is $ 1,602.08. I do not understand that US Cellular is advertising that I receive the "Best Service" and they are not providing that. My service is almost nill, yet they want to charge Termination Fees, when it is not my fault that they do not have service in my area that they promote that they have. U.S. Cellular is misrepresenting their product, and should offer to void all termination fees, if another provider can have the service in the area. It is not my fault that the "tower has been changed directions to accommodate more customers " and I am left in the cold with almost no service. I feel like I have been shafted in regards to the service, and no help from US Cellular in providing the service that "I used to have from them". If they cannot provide adequate service, then they need to point that out in the maps of the areas that they say they have service. they also need to be truthful to customers if the towers are changed in directions and the service area has been compromised. They also should provide the customers that the service is limited some options in regards to getting out of the non-existent service. I have been a loyal customer quite a few years, and yet U.S. Cellular is not offering to make up to me any help in the service is***s. Ii would like a actual fix to my problem or for Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2014/11/20) */ November 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: XXX-XXX-XXXX Dear Ms [redacted] Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr [redacted] 's complaintIn the complaint Mr [redacted] addresses U.SCellular's day Service Guarantee along with issues and concerns around data usage and his attempts to have these issues resolved I definitely understand the need to understand your data usage and I apologize for any frustration this [redacted] have caused Mr [redacted] I am more than willing to review the account and share any information I can First I would like to address our Day Excellence GuaranteeU.SCellular does allow a 15-Day Excellence Guarantee or Subscriber's Remorse this allows our Customers to try our network and equipment without risk for the first daysIt is designed to allow the customer to discontinue service without penalty within the first days if the performance of our network or devices is not want was desired, or if the customer simply changes their mindOnce past the days any penalties or applicable fees would apply if the services or terminated early In reviewing Mr [redacted] account I see he has our Shared Connect 4GB offer with two cell phones and a routerThis offer gives him unlimited minutes and messaging and 4GB of data to be shared with the three devicesOn October 8th I see a message was sent to all the devices warning that 75% of the data allocation had been usedOn October 9th Mr [redacted] did speak with a Customer Service associate concerning the usageAt that time our associate submitted a research request to have our Customer Resolution Team review the data usageThe associate at that time added an addition 2GB of data for the month as a goodwill gesture to help cover any possible overageThis would allow a total of 6GB of data usage for the period from the 22nd of September through the 21st of OctoberOn October 10th our Resolution associate received the research request and at that time, due to the additional 2GB determined the usage was not over and notated the account advising we would need to wait until the billing cycle closed to see what the usage was at that timeI do not see any notation of a call to Mr [redacted] at that timeThe statement pertaining to the period mentioned above posted on October 22ndThis statement reflected a total data usage of GBDue to the usage exceeding the GB an additional GB of data was added for $On October 29th Mr [redacted] contacted our Customer Service again, in reference to the data usage and to inquire about any penalty fees associated with cancelling the accountAt this time our associate advised him that the first research request had been closed and whyThe associate entered a new research request at that timeOn October 30th our Customer Resolution Team reviewed the data usage on the account and found the line ending had used GB and the line ending had used GBAt this time our associate made an attempt to contact Mr [redacted] on the line ending and didn't receive an answerIt is notated a message was left on voice mail asking for a return callDue to privacy regulations we are not able to view applications being used or web sites visited by our customersWe can only review the data amounts transferred during any given sessionThe associated had notated the account with this information and also with recommendations to share with Mr [redacted] to help determine what is using the dataThe associate also applied credit of $to the account to cover the additional cost of the data overage as a courtesy to the customerThere has been no other communication with Mr [redacted] since October 29th After reviewing all the information we would not be able to cancel the account without penaltyI regret that Mr [redacted] has experienced any frustration from this and we will do all we can to help him find a solution to the data usageWe appreciate Mr [redacted] 's suggestion about extending the Excellence Guarantee to days as wellWe always welcome our customer's commentsThis is what helps us determine the offers and promotions we provide Thank you for allowing me the opportunity to respond to Mr [redacted] 's concernsShould he have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX, we are here 5am-11pm Central Standard Time and always willing to help Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2015/02/12) */ February 12, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: XXXXXX Customer's Name: [redacted] U.SCellular Account Number: XXXXXXXXX [redacted] Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above account I understand Ms [redacted] 's concerned about U.SCellular(r) not unlocking her devices for use with another carrier's servicesShe states that there have been multiple attempts to get this resolved, only to be advised by another carrier that the devices have not been unlockedShe expresses her concern that U.SCellular(r) is refusing to unlock the devices which goes against the new consumer code and regulations I am very sorry to hear that this has been a difficult process to completeI will be [redacted] to provide some clarification on the issue in effort to resolve this issue permanentlyWe do understand that the consumer has the right to use the device with another carrier per the new device unlocking policies recently implemented The first documentation I show on the account for request to unlock the devices is dated 1/27/The note states that the customer had requested the devices be unlocked months prior to this interaction, however there is no documentation to support thisThis could have been an in store interaction request that was not documented properlyI do see notes on the same day that we submitted a form to request the unlocking of the devices on this same dayThe issue that occurred is that the incorrect numbers were submitted to unlock the devicesThis was a human error which did not allow the devices to unlock because the numbers did not match the equipmentOur unlocking process on iPhones is we send a form to an offline team that goes into the system and unlocks the equipment remotelyOnce they have completed everything on their end, a restart of the equipment is neededThere are no numbers the customer needs to take to another carrier to complete the processI see documentation on 2/2/in which we received a callback on the issues with unlocking and our Technical Support identified that there was an error in the submission request and resent the request to unlock the devicesOn 2/3/15, I show documentation from our unlocking team that request had been completedI have a following memo from 2/10/to submit another request on the second device as there was an error with the numbers submitted for unlockingI have a new memo on the account from 2/10/that the most recent request for unlocking has been completed We have reviewed Ms [redacted] 's complaint Currently, these devices should be free to be used on another carrier's services based on the documentation on the accountAt no point was U.SCellular(r) refusing to unlock these devicesThere have been human errors that have contributed to the processing issuesWhile we certainly apologize for the frustration that this has caused, we are showing the situation should be fully resolved based on the documentation within the account history Should Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not believable that this many human error incidents are not intentionalBoth phones have finally been unlocked & restored and it is only due to the Revdex.com getting involvedU.SCellular should be fined for blatantly violating the Consumer CodeIf they didn't want to unlock our phones because they didn't want to lose business, then they should have offered us a better deal to keep usInstead, we will never go back Final Business Response / [redacted] (4000, 14, 2015/02/19) */ February 19, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: N/A Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above complaintWe are in receipt of Ms [redacted] 's correspondenceMs [redacted] writes that it is not believable that so much human error could have occurred and caused her phones to not be unlocked, initiallyShe states she feels we should be fined for violating the consumer codeMs [redacted] also says that if U.SCellular(r) wanted to keep her as a customer that we should have offered her a better deal, but now she will never come back to us We have reviewed Ms [redacted] 's concernsWe regret that our explanation was not deemed satisfactoryThe extent to which human errors were made was understandably a source of frustration and has led her not to trust usWe strive to make every interaction with U.SCellular(r) efficient and satisfactory for our customersWe acknowledge that we were not able to provide Ms [redacted] with an experience that met these standards and that this process took longer than it should haveWe are sincerely sorry for the trouble and inconvenience this situation created for our customerAbove all, we are disappointed that we were not able to retain Ms [redacted] as a customer Since Ms [redacted] confirmed her phones are now unlocked, there is no further action U.SCellular(r) can take to fulfill her requestsShould Ms [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX) XXX-XXXX Sincerely, [redacted] Customer Resolution Support U.SCellular(r)

We have now been customers with Us cellular for a year, and it has been the worst year with a cell phone company I have ever experiencedTo begin we started service with Us cellular based on the fact that they were going to pay our expenses to get out of contracts with the company we were with in exchange for the phones that we had currently had and they were "matching" our bill with that company we were withWe did everything through the store, handed over our old phones got the new ones and they said we would expect our rebate within to billing cycles, well that was a lie and the start of a fight for my money backI had to go get a $loan with my bank because it took me months of fighting, bringing in bills from my previous company we were with into the store because they couldn't locate the ones I had originally sent to them and just constant calls bugging them and trying to get my money, finally someone actually helped and got the Visa cards sent to us, at this point we were already fed up with the company because of what we had to go through to get that money we were promisedSecond of all service anywhere is total bull, our service is in and out all of the time, there will be times when my bf has no service and I have 4g or vice versaAlso we went to my parents for Christmas and we went to South Dakota to go shopping, as soon as we crossed the border we had no service whatsoever even roaming, I can only imagine what it would be like trying to travel with this cellphone, if we had any type of accident we would be totally SOL because we wouldn't have a cellphone to use to call for helpNext even after all of this we considered upgrading with them for some reason, I don't know why we even considered it after such a bad experience, but I tried to look into upgrading online but they are so behind in the game you don't even have that option you have to call them or go into a store, so I called their customer service number to get some informationAnd when I got that information the person I was talking to was telling me about all of the pricing, how it would cost us $a month more, which was fine, how we have to pay sales tax on the phones, which is fine, and how we had to pay an activation fee, which was not fine because I know that you don't pay an activation fee everytime you upgrade with all companies and if a company values their customers enough they will waive those feesUnfortunately the woman I was speaking with was unable to help me with that as she does not do sales so I had to call back for a sales rep since their sales department closes at 9pm central time, which I also don't understand, you would think they would have some way for people to buy their stuff 24/but nope, so when I called back the sales department said they couldn't do anything and also tried to explain that the activation fee goes to trying to make our service better (which is a joke), so they transferred me to their solutions department who said they couldn't do anything for me, so I told them that we would go to [redacted] who has better service anywhere I go, better pricing, and will waive an activation fee because they actually give a [redacted] about their customers, oh and they have a non sy app where you can check your data usage, people you can talk to 24/So that's what we did, I called into [redacted] and put in an order that same night, and guess what, they waived my activation fee and gave me a better deal, something Uscellular was unwilling to do to try and keep a customer that they have already put through enough [redacted] and left totally unimpressedout of stars UscellularI wish I would have never switched to your [redacted] company

October 28, Revdex.com of Chicago Attention: Revdex.com Customer Relations Advocate [redacted] Re: Complaint Number: Customer's Name: Billie [redacted] U.SCellular Account Number: [redacted] Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Ms [redacted] 's rebuttal, wherein she states her auto pay was set up to pay a maximum of $due to U.SCellular taking out an excessive amount from her account and trouble with discounts not applyingMs [redacted] states our explanation of the charges and our apologies now do not do her any goodShe also states she did not move and Dottie, her sales associate, was told a detailed bill could not be provided because her account was closedFurthermore, Ms [redacted] states there is no reason U.SCellular should not have to provide a detailed account statement of what she is expected to pay and that she may possibly owe all the charges but there is no way for her to know We certainly apologize for any inconvenience that Ms [redacted] has incurred with her bill and her account being turned over to a collection agencyWe are truly saddened Ms [redacted] is so disappointed with U.SCellularOur goal is to provide the best experience possible to each one of our customers We want Ms [redacted] to be confident in the charges she has been billed forWith permission from Diversified Adjustment Services, the collection agency Ms [redacted] 's account was turned over to, we are able to provide Ms [redacted] a copy of her bills dated: 5/20/and 6/20/Even though U.SCellular is providing the reprints, Ms [redacted] needs to direct her payment to Diversified Adjustment Services, not U.SCellularThese bills will be mailed to the address Dottie confirmed with our Customer Service Department when she called on Ms [redacted] 's behalf on September 15th In regards to Ms [redacted] 's address, I am able to confirm Ms [redacted] was on paperless billing while her account was active with U.SCellularThis means Ms [redacted] was receiving her bill electronically instead of a standard paper billOnce the account closed we began to send paper bills and noticesThis is the point at which we received a notification from the U.SPostal Service that Ms [redacted] 's address had changedWe actually received two notifications; the first on August 14th and the second on August 31stI apologize if this update was in error and I would encourage Ms [redacted] to check with the United States Postal Service to see if they have directed any other businesses to change her mailing address U.SCellular is happy to mail our customers a detailed bill of all chargesI apologize if Dottie told Ms [redacted] anything to the contraryAs outlined in my previous response, we told Dottie any billing reprints would automatically be sent to what we understood was an incorrect for Ms [redacted] We do not have any documented interactions with Ms [redacted] from May 26th, the day before she ported her number, until August 31stWe were not trying to prevent Ms [redacted] from having a detailed copy of her billing statementsHer account was referred to a collection agency very shortly after she began communicating with us again because there were approximately three months where we did not receive any correspondenceWe allowed Ms [redacted] to carry a past due balance with us from May 16th until September 21st I appreciate the opportunity to respond to Ms [redacted] and provide information I hope she finds helpfulShould Ms [redacted] have additional questions, or wish to make a payment, she should contact Diversified Adjustment Services Incat ###-###-#### Sincerely, Amy C Customer Resolution Support U.SCellular(r)

Initial Business Response / [redacted] (1000, 10, 2014/04/16) */ April 16th, 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 Ms [redacted] complaint regarding her account and receiving horrible customer service through our stores or on the phoneMs [redacted] has several complaints; each regarding a different situation and I'd be more than happy to review the information to provide a satisfactory resolution or explanation Ms [redacted] we strive to provide all of our customers with the ideal experience in all dealings with our companyI recognize that Ms [redacted] visit to our stores did not meet these expectations and I can understand the frustration it causedI know how frustrating it is having wait for assistance, especially when it's over an hourWe strive to keep our hold times to a minimum by hiring knowledgeable associates to limit hold times and assist our customers in a timely mannerIn stores, there are going to be periods in which the peak of customer interactions are higher, and that is why we continually review the hold times and schedules to ensure we assist each customer as quickly as possibleMs [redacted] satisfaction is our company's highest priority and I apologize if we may have left her feeling ignored or unheard when leaving a store locationI appreciate her taking the time to provide her honest feedbackBy taking the time to share her thoughts, it will help us deliver a consistent experience to our customers through our call centers and sales locations Regarding the data overages, I have reviewed Ms [redacted] account history in detail to provide an explanationOn January 10, we spoke with authorized user [redacted] , where he stated that he had been using his phone for you tube videosAt that time he had already used a total of 9GB of data before the cycle expired on January 21stWe helped him compare his data usage to our data calculator available through our website (uscc.com), where we were able to confirm 100% of the data usageWe also helped Mr[redacted] change his download settings from 'High Quality on Mobile' to 'Standard'By the end of the month Mr[redacted] had used a total of 22GB on his lineThe billing after that (usage between January 22nd through February 21st) had 9GB of usageMs [redacted] plan consists of sharing 4GB of data between lines monthlyDuring these two months they had a total of 31GB of overages converting to $Based on this information, the data usage is not in our error as Mr[redacted] had already advised us of his data usage trends to which we educated is the cause of high data usage and also advised of ways to manage data Ms [redacted] was offered a credit of $towards the overage on February 12th inside a retail location to assist in lowering the billShe was also offered an additional credit of $on February 25th as customer retention and goodwillAt this time we also advised Ms [redacted] to have a technician troubleshoot the phone for any technical defectsEffective March 31st, a manager at a retail location completely wiped the phone of all applications and offered an additional credit of $to help cover the remaining of the overages and applies $towards the monthly billThe wipe out of the phone is a reflection towards the latest bill (usage between February 22nd through March 21st) as the line now only has 1GB of usage for the monthMs [redacted] believes that there is a defect of the phone, but this has not been verified by our techniciansI understand she has tried to send her phone out for repair but has been deniedThere are no notes on the account with technical troubleshooting other than January 10thThe only reason why a phone would be denied repair is if it has physical damage that is not covered under the one year manufacturer's warrantyAll new U.SCellular phones come with a one-year manufacturer's warrantyIf the problem she is experiencing is caused by a defect with how the phone was made, the manufacturer will assist her with repairing or replacing the phoneIn order to check the phone and discuss options available for solving this issue, Ms [redacted] will need to contact our Customer Service department at the number below to speak with our Data Technical Support Department for further assistance Ms [redacted] is also stating that she is being billed for an application that she does not have downloaded on the devicePer our billing records the application MobiTv was requested on December 19th, on line ending -On March 31st Ms [redacted] was in the store disputing the charge, to which she was advised to contact Customer Service for further supportShe was also given a credit of $to adjust for one month of serviceAs of today there are no records of Ms [redacted] contacting our Customer Service Department regarding this issueSince we were able to verify that the application is no longer on the phone, I have submitted a request to have MobiTv manually removed from this deviceBeing that this is our second request to have this application manually removed it will no longer be available for future purchases on this deviceI have also applied the final credit of $for the monthly charge As of today, Ms [redacted] account is currently suspended for nonpaymentThe requests to port out her numbers were rejected due to the account not being in a current statusWe have adjusted all overages from the account as well as the additional charges for MobiTv, at this time all that is due is for services rendered to the customer and no additional adjustments will be givenSince Ms [redacted] dispute to the Revdex.com, there has been a 2nd bill issued into a past due statusTo reinstate the account to a current status she will need to pay the balance of $ Although we were unable to produce Ms [redacted] desired resolution, it is our goal to provide the very best in customer satisfactionI can certainly understand the importance of having one consistent bill every month and we would be happy to help create thatHigh or incorrect bills are a major dissatisfaction that we don't take lightlyThere are options we provide to help reduce or stop data overages such as overage alerts and data capsWe would appreciate Ms [redacted] to contact us directly so that we may resolve this matter or if she has additional questions regarding this disputeShe may contact our Customer Service Department at [redacted] We are always here to help in any way possible Sincerely, [redacted] Customer Resolution Support U.SCellular

Initial Business Response / [redacted] (1000, 10, 2014/04/30) */ April 30, Revdex.com of Chicago Attention: [redacted] N Wabash Avenue Suite Chicago, IL Re: Complaint Number: [redacted] Customer's Name: [redacted] U.SCellular Account Number: N/A Dear Ms[redacted] Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Ms[redacted] correspondenceI am more than happy to access the account so we can resolve her issue Ms [redacted] I can certainly understand how frustrating it would be for Ms[redacted] to call when she is having issues and not receive a resolution for those problemsI am truly sorry for any inconvenience this matter may have caused We have reviewed Ms[redacted] concernsUnfortunately, we are unable to process this request at this time, as the customer information provided on the complaint does not match our account recordsBecause we value the security of our customers' information, we will require the Accountholder or and Authorized User contact U.SCellularThey may do this via the Revdex.com or by contacting our Customer Service Department directly at [redacted] or from their U.SCellular phoneWe apologize for any inconvenience we may have caused and look forward to receiving the needed verification so that we may proceed in researching this matter Sincerely, [redacted] Customer Resolution Support U.SCellular(r)

Initial Business Response / [redacted] (1000, 10, 2014/04/01) */ April 1st, 2014 RevDex.com of Chicago Attention: [redacted] 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: XXXXXXXX Customer's Name: [redacted] U.S. Cellular Account Number:... XXXXXXXXX Dear Ms. [redacted] Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr., [redacted] 's complaint in which he explained that beginning last August he was unable to make his payment online due to the billing conversion that was taking place. Mr. [redacted] then explained that starting in September he began receiving two bills a month and as a result by December his account was showing a balance of $755.00. Mr. [redacted] stated that he disagreed with this amount stating that he had sent in monthly payments. Mr. [redacted] then spoke with our Customer Service to resolve this matter during which time he was asked to send in bank statements for the year showing the payments had cleared. The customer explained that his bank would charge him for this service and he declined to provide that information. Mr. [redacted] advised that he then ported his numbers to AT&T and that he does not agree with his final statement. Ms. [redacted] we are very saddened to learn that we have lost Mr. [redacted] as a customer. We truly valued his business and are not only disappointed to see that we have lost him as a customer but that his last business transactions with were not satisfactory. Ms. [redacted] as your know US Cellular did undergo a complete billing transition for all customers in August of 2013. We recognize that this conversion did impact our customers with delayed billing that caused customers to not have a bill print for August or September causing compressed billing during October, November and December. We are sincerely sorry that Mr. [redacted] was affected by this and truly apologize for any frustration that we [redacted] have caused him. I appreciate the opportunity to have the chance to review his account in full and provide him with information that I hope he find helpful. Ms. [redacted] , I have reviewed Mr. [redacted] 's account in full account for all amounts billed to Mr. [redacted] from January 1st, 2013 until the date that Mr. [redacted] cancelled services on January 11th, 2014. Ms. [redacted] , because we are covering such a large time frame I have included the billing cycles covered, amounts, and dates that bills were due in chart below: Billing Dates 12/10/XXXX - X/9/2013 Amount Due: $249.71 by 1/30/2013 Billing Dates 1/10/XXXX - X/9/2013 Amount Due: $249.71 by 3/2/2013 Billing Dates 2/10/XXXX- X-X/2013 Amount Due: $284.42 by 3/30/2013 Billing Dates 3/10/XXXX- X/9/2013 Amount Due: $249.47 by 4/30/2013 Billing Dates 4/10/XXXX-X/9/2013 Amount Due: $249.47 by 5/30/2013 Billing Dates 5/10/XXXX-X/9/2013 Amount Due: S249.47 by 6/30/2013 Billing Dates 6/10/XXXX-X/9/2013 Amount Due: $254.31 by 7/30/2013 Billing Dates 7/10/XXXX-X/9/2013 Amount Due: $249.30 by 11/13/2013 Billing Dates 8/10/XXXX - X/9/2013 Amount Due: $360.78 by 11/14/2013 Billing Dates 9/10/XXXX- XX/9/2013 Amount Due: $249.47 by 11/15/2013 Billing Dates 10/10/XXXX-XX/9/2013 Amount Due: $249.47 by 12/10/2013 Billing Dates 11/10/XXXX-XX/9/2013 Amount Due: $249.47 by 1/8/2014 Billing Dates 12/10/XXXX-X/9/2014 Amount Due: $249.98 by 2/3/2014 Ms. [redacted] , as shown the total that Mr. [redacted] was bill from January 1st, 2013 until his account cancelled on January 11th, 2014 was $3395.33. Ms. [redacted] with the chart above we also hope to demonstrate to Mr. [redacted] that he was not double billed for any time frames. Ms. [redacted] in order to show how the final balance was received I have also included all payments that Mr. [redacted] has made to his account from January 1st, 2013 until his account was cancelled on January 14th, 2014. Please reference the chart below: $249.71 payment posted to account on 01/25/2013 $220.00 payment posted to account on 03/8/2013 $50.00 payment posted to account on 03/15/2013 $234.42 payment posted to account on 04/05/2013 $249.47 payment posted to account on 05/03/2013 $249.47 payment posted to account on 05/31/2013 $250.00 payment posted to account on 07/12/2013 $260.00 payment posted to account on 09/5/2013 $263.00 payment posted to account on 10/04/2013 $363.00 payment posted to account on 11/18/2013 $210.00 payment posted to account on 11/28/2013 $266.80 payment posted to account on 12/28/2013 Ms. [redacted] from January 1st, 2013 until Mr. [redacted] cancelled his account on January 11th, 2014 he paid a total of $2865.87 towards his account. Ms. [redacted] , since Mr. [redacted] was on a contract plan he was billed for his services a month in advance. When Mr. [redacted] cancelled his service that left an amount that he owed on his account at $529.46. Mr. [redacted] ported his number to another provider on January 11th, 2014 which was one day into the new billing cycle. Since Mr. [redacted] services were paid in a month in advance we adjusted the remaining 29 days of his bill cycle including taxes and fees and this left Mr. [redacted] owing $271.66 for his final amount due. Mr. [redacted] has not been billed for any time outside the time his service was active. We absolutely understand the confusion caused by his compressed bill due dates in October 2013 but hope we have shown that double billing did not take place. Ms. [redacted] , the customer states that he was told that he was not able to cancel his service while the account was past due, however; I am unclear on where Mr. [redacted] received this information. I show that Mr. [redacted] did call in and speak with our Financial Services Department on January 11th, 2014 which was the same day that he ported his numbers to a different carrier. Mr. [redacted] while the account was past due on this day the account was still active. I do not see that Mr. [redacted] spoke to our Customer Relations Department regarding cancelling and the only time a customer is unable to port their number to another carrier is when the account is suspended for non-payment. The department that Mr. [redacted] spoke to on this day does not typically discuss cancellations and I am truly sorry if any misinformation was provided. Mr. [redacted] , I would also like to assure Mr. [redacted] that currently his account shows the balance of $271.66 that is past due, but this amount would not reflect on his credit report. This would not happen until the amount past due has remained unpaid for an extended amount of time and the account is referred to an outside collection agency and Mr. [redacted] 's account has not gone through this collection step. Mr. [redacted] the customer' s desired resolution is to remove the US Cellular Account from his credit report and zero out his final balance. Mr. [redacted] 's account has not been referred to an outside collection agency and would not be a negative mark on his credit. Ms. [redacted] as explained above Mr. [redacted] has not been billed for any time frame beyond his date of cancellation on January 11th, 2014 and the final amount due is correct. Ms. [redacted] I hope the information provided will be helpful for Mr. [redacted] and provide him with answers on his final balance. Should Mr. [redacted] have additional questions, we welcome him to contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, [redacted] J. Customer Resolution Support U.S. Cellular Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Us Cellular forgot to include the fact that we pay in advance on our phone bills, January 2013 payment cleared my account on 12/31/2012. december 2012 payment cleared on 12/3/2012. It is ridiculous to expect a client to pay for an entire month when we cancelled our service on the day of our expected billing cycle. Us cellular continues to call me a liar regarding the unsatisfying monthly phone calls to their customer service from August to January. I will file a complaint in small claims court and pay them before I send US Cellular another red cent. Looking at all of the complaints regarding this time frame, maybe we can all get a class action lawsuit going as did Verizon clients did. Thank you BBB for attempting to get through to this company which clearly does not have customer satisfaction as a part of their main goal. [redacted] Final Business Response / [redacted] (4000, 14, 2014/04/09) */ April 9, 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 Number: XXX-XXX-XXXX Dear Ms. [redacted] Thank you for your continued communication in regards to Mr. [redacted] 's account. Mr. [redacted] states he does not accept our previous response regarding the balance due on his canceled account. He states that we forgot the fact that he pays in advance for his service and should not owe a bill. The information we provided was very detailed regarding payments that he made on his account from January 2013 to January 2014 as well as credits issued due to his service being canceled 1 day into his billing cycle. As mentioned in our last response, the adjusted balance of $271.66 is owed by Mr. [redacted] . The amount is not in a collection agency at this time, nor has it affected is credit rating. I do encourage Mr. [redacted] to contact our Financial Service Department at XXX XXX XXXX to satisfy his balance due. Although, we are unable to provide Mr. [redacted] with his desired resolution of making his balance due zero, we respectfully as that this matter be closed. Ms. [redacted] , thank you again for the opportunity to address Mr. [redacted] 's concerns. Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX. Sincerely, [redacted] Customer Resolution Support U.S. Cellular(r)

December 30th 2016 RevDex.com of Chicago Attention: BBB Customer Relations Advocate... 330 N Wabash Avenue Suite 2006 Chicago, IL 60611 Re: Complaint Number: [redacted] Customer’s Name: [redacted] U.S. Cellular Account Number: [redacted] Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Mr. [redacted] complaint regarding his account balance. Mr. [redacted] states that in October of 2016, he transferred his service over to another wireless provider. Mr. [redacted] states that in November, he paid what he was advised, was his final bill of $200.41. Mr. [redacted] states that he has since received a revised final bill in the amount of $114.02. Mr. [redacted] states this bill is unacceptable. Mr. [redacted] desired resolution is to have his U.S. Cellular account balance zeroed out and his credit to not be affected. Mr. [redacted] states that once this is done, he wishes to never be contacted by U.S. Cellular again. Customer satisfaction is our company’s primary goal. I would like to apologize for any frustration Mr. [redacted] may have experienced regarding his account balance. I have thoroughly researched his account. I find that on October 19th 2016, Mr. [redacted] cancelled his U.S. Cellular account. At the time of cancellation, Mr. [redacted] was in contract until November 6th 2017. As such, cancelling while under contract, will incur an Early Termination fee. This fee appears on the final bill after the account is cancelled. I see that on November 15th 2016, we received Mr. [redacted] payment of ($200.41). This left his account at that time with a zero balance. This payment covered his past due balance of $101.90 and current charges of $98.51. Mr. [redacted] past due balance was for service dates of August 28th through September 15th. Mr. [redacted] current charges were for service dates of September 16th through October 15th. These two bills incurred while Mr. [redacted] U.S. Cellular service was still active. Therefore was and owed. We thank Mr. [redacted] for his payment. Mr. [redacted] final bill generated for $114.02. This bill covers service dates of October 16th through October 19th. This bill includes his $183.03 Early Termination fee, minus ($69.01) prorated credit for cancelling his service. This leaves a final bill of $114.02. This bill is valid and owed. With that being said, we will continue to reach out to Mr. [redacted] in an attempt to collect. We would like Mr. [redacted] to understand, when a balance is left unpaid on a cancelled account, the account will follow down the normal collection path. This normal collection path may include being assigned to an outside agency for collection. I would not want that to happen to him. If Mr. [redacted] is unable to make his payment right away, our Financial Services may be able to offer him payment options to ensure your account remains in-house. Mr. [redacted] may reach our Financial Services directly at [redacted] . We have reviewed Mr. [redacted] complaint. While we are extremely sympathetic to this situation, Mr. [redacted] account merits no adjustments. Should Mr. [redacted] have additional questions, he may contact our Customer Service Department at ( [redacted] . Sincerely, [redacted] Customer Service Support Team U.S. Cellular®

Initial Business Response /* (1000, 10, 2014/09/10) */
September 10,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint and I am *** to address her concernsIn her complaint Ms*** states that she discontinued her service with U.SCellular in December of She stated she received a bill saying she owed nothing, then she received a bill that she had a credit and then all of a sudden she owed more and moreMs*** states that she did not receive a bill for a couple of monthsShe states this was when U.SCellular was changing her billing cycleShe states she has been sent to a collections agency and has disputed the charges but has not heard from the agencyMs*** states she will mail the final bill however if she gets another bill she will file another complaint and take legal action
Ms.*** I understand Ms***'s confusion and frustration and I have reviewed her account to address her concernsIn reviewing her account I see that Ms*** started service on her wireless modem on July 19, 2013, at that time she signed a year service agreement in which she agreed to pay an early termination fee is she did not complete her years of service
In her complaint Ms*** states she canceled her services with U.SCellular in December of 2013, I have thoroughly reviewed her account and I could not find any documentation that Ms*** called to cancel her accountWe spoke with Ms*** on November 23, about a connection issue with her modem and our Technical Support team assisted her in resolving the issueSince we never received a request to cancel her service Ms***'s service was not canceled or interrupted until it was suspended for non-payment on *** 27, 2014, her account was then canceled on June 11, for non-payment and her account was sent to a collection agency
We did also continue to send MS*** bills, we never received a response from Ms***, nor did these bills get returned from the post officeWe sent Ms*** the following bills:
December 31, 2014: Amount Due $(November past due and current December Bill) this bill was due January 25,
January 30, 2014: Amount Due was a credit due to an overpaymentMs*** owed $and she paid $which gave her a credit of $Her January services were $so she had a credit of $
March 3, 2014: Amount Due was $due to the above mentioned credit and was due on March 23, This bill was for her February services as the account was still active
March 31, 2014: Amount Due $43.53, this is the $that was past due from February and March services of $This bill was due April 20,
*** 1, 2014: Amount Due $70.29, this was the past due of $and April services of $This bill was due *** 21, At this point we still had not heard from Ms*** regarding her bills or canceling her account
*** 30, 2014: Amount Due $97.05, this is the past due of $and current charges of $This bill was due June 19, 2014,
July 2, 2014: Amount Due $155.45, this is the past due and the early termination fee since Ms*** did not complete years of service as she agreed toShe also received a credit for the services she was billed on the *** 30th billMs*** was also charged a late fee of $bringing the balance to $
As you can see we sent Ms*** bills each bill clearly stated the billing cycle in which she was being billedMs*** states in her complaint that she kept receiving bills with balances that were increasing, yet she did not call to question or dispute these bills
At this time Ms***'s account is canceled and she will no longer receive bills from U.SCellular on this accountAs a courtesy we are willing to reduce the balance on Mr***'s account to $118.75, as this would have been the early termination fee she would have been charged if she had called in and canceled her account in December as she states in her complaintIf she would like to accept this offer she can reply to this complaintWe would also take in affect the credit that she would have had on her account of $36.75, so her balance would be further reduced to $
Should Ms*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Complaint: ***
I am rejecting this response because: I did make the request previously with a US Cellular representative to send me paper billing statements till this issue was fixed and since that request I have only received a copy of my November billing statementThe representative I spoke with assured me that she would make sure that I received paper statements each month so I could see how my payments were being applied to my account and to see what I was being billed for each monthI would like to see my December and all paper statements going forward mailed to me until I request them to stopThis is not something I can request on my account online due to the system issue does not allow me to change that feature
I disagree with the response by US Cellular, that I could stop at a local store to view my detail bill if I wanted to see what I am being chargedI made the request already to have paper statements mailed to me because I want to see what I am being billed for and the issue with their system is preventing me from seeing itUS Cellular has had since November when they were made aware of this issue to and it is now over days since I first informed them of this issueI do not agree with closing this issue because they have previously closed tickets without fixing the issue and I feel that this needs to remain open until the issue is fixed
As for paying my bill, I will not call in and give out my bank account or debit card information over the phone to any representativeAs for stopping and paying my bill in person at the local store it will be something that I can only do when my schedule allows itI work full-time and go to school full-timeI will not use any of my personal time or vacation time to leave work early to go pay this bill because they have not fixed the issue with their systemAs for calling in and speaking to a representative, I have done that multiple times and it gets me no whereEvery conservations lasts at least to minutes and I can use that time to be doing my school work or spending it with my family instead of being on hold to find out the status of this issueI feel it is time for US Cellular to make the contact to update me with the status of this issue even if it is by email, which they have my email
Sincerely,
*** ***