US Cellular

Initial Business Response /* (1000, 10, 2014/10/28) */
October 28,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** *** ***
U.SCellular Account Number:
N/A
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above complaintI am in receipt of the correspondence from Mr*** stating that U.SCellular was contacted several times regarding promises to pay or payment arrangementsMr*** says that although he does not remember the date, both he and the representative he spoke to did agree on the arrangement discussed at the timeMr*** states that he does not recall being advised that if the payment was not made on the date that was agreed on that the services would be interruptedMr*** continues to say that just before his payment was due he called U.SCellular to get another extension until he got paid a few days laterMr*** says that his request was declinedMr*** says that due to rent and other bills he was then not able to pay his billMr*** also says that he again contacted U.SCellular a couple of days after his services were interrupted to see what could be done to keep the account from going to collectionsMr*** states that he wanted to keep his services and was only a month and a half or so behindMr*** goes on to say that the representative advised that to restore services the balance would need to be paid in fullMr*** say that he stated that he could not do this as he only gets paid once a month, and would not be paid for another three weeksMr*** says that he then asked if he paid half then and the other half the following month if the services could stay in a suspended statusMr*** states that the representative agreed to this and advised him that he would not be able to use his phones until the balance was brought currentMr*** continues by saying that they verbally agreed to a contract stating that the services would stay on but in a suspended statusMr*** states that when he got paid on the 1st, he went to his local store to pay the bill or what he believed was enough to get the services restoredMr*** is requesting to not be held reliable for all of the phones and to be let out of the contractMr*** states that he feels that he was lied to and taken advantage of due to his disabilityMr*** also states that he expected the representative to keep the services suspended as this is what was promised
Ms.***I would like to first take a moment and apologize for any frustration Mr*** *** have experienced while attempting to resolve this matterCustomer satisfaction is of the utmost importance and I regret that we have fallen short of this for Mr***I appreciate the opportunity Mr*** has given us to research and address this matter as well as provide additional information that *** be helpful
I have reviewed Mr***'s concernsUnfortunately, I am unable to process this request at this time, as our account records do not match the phone number provided on the complaintBecause we value the security of our customers' information, we will need verification of cell phone number or account number as shown on the U.SCellular(r) account
Please advise Mr*** to resubmit this complaint with the phone number currently on file and we will be *** to address his concern at that timeWe apologize for any inconvenience we *** have caused and look forward to receiving the needed verification so that we *** proceed in researching this matter
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here's all I know about my account both numbers
to my phones I had on the account first is my iphone XXX-XXX-XXXX
Then is my gsphone #
Which I believe is the # you you are looking for which XXX-XXX-XXXX and finally I also Have the old account # or atleast what is what according toWhen I login to uscellular.com XXXXXXXXXI hope this help cause this is all I Have as proof
I also got a letter with anther account number on it its #XXXXXXXX
I'm not sure which one is the right account number so Ill give you are you the other one that came
Directly on your us cellular web site
# XXXXXXXXX and again give you both #s for both phones first is mine XXX-XXX-XXXX and the second line
Is # XXX-XXX-XXXXI hope this helps resolve everything cuz I do rember the representative telling me that she would keep the in suspened untill I got the balance paid and promissed me it would not go into collections and that's why I feel as If I was lied to and also When I added a hotspot in the local store the rep never told me that it would be adding anther year on to my contract other I wouldve added it to mySerives anther reason I reason I feel I was taken advantage of and lied to because I'm kinda slow to unstanding details unless explained in detail .thank you and I hope to hear back from you soon and I still feel *** If I should be let out of my contract and not held responsible for early termination fees
Final Business Response /* (4000, 15, 2014/10/31) */
10/31/
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number:***
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular back in reference to the above accountIn Mr***'s response to you he was able to provide us with the information that we needed to locate and confirm his accountIn addition, I have listed above our customer's account number should he need to reference back to it in the futureMr*** re-states that we advised him that we would keep his services suspended until he was able to have the balance paid off and that we had promised that it would not be sent to an outside collection agencyIn his original complaint he stated that he had agreed to pay half of his balance and that we promised to keep his services suspended but not cancel or send the account to an agencyHe explains that he felt that he was lied to in addition to that when he added a hotspot to his account that we had not advised him that he would have a contract on the line of serviceMr*** explains that he feels like he was taken advantage of because he is slower at understanding details and feels that we should waive his Early Termination Fees
Ms.***as we mentioned before I wish to express our apologies to Mr*** for the frustration, confusion, and inconvenience this matter has caused himI understand that should he require additional explanation before making decisions with us that we fully explain all terms and conditions to him, and that if someone promised something that the promise is upheldI would be more than *** to further discuss this matter with you
I will discuss Mr***'s concerns in regards to payment arrangements and agreements, along with the suspension and cancelation of the serviceI will also provide information to establish how the account came to the point that it did for cancelation of non-payment along with information about our customer's contracts
Our customer started service with one line on 11/5/and agreed to a two year contract along with receiving $in discounts towards a new phone because of the contract he agreed toOn 2/9/he established an additional cell phone line of service and a line of service for a mobile hotspot, both in which he agreed to two year contracts on the new lines because he was provided an additional $in discounts towards the additional new cell phone and hotspot purchasesWhen a two year contract is agreed to, if it is cancelled early an Early Termination Fee up to $will apply per applicable line and the fee *** be prorated as wellIf a customer cancels their contract early we are unable to make the money back that we provided as discounts on the new phones/hotspot thus we must charge an Early Termination Fee to help us recover the lost money and because the agreement was cancelledWhen Mr*** started each line of his services with us, we would have explained that a contract is required to purchase the equipment at the discounted price
Ms.***after our customer established these two additional lines of service in February, the first bill with charges for these new lines came out after 3/8/and was due for $by 4/1/We applied $in adjustments towards this balance making it an amended amount of $
Our customer contacted our Financial Services team on 4/2/to discuss the balanceNo payment was made towards this bill and the next bill generated for 4/8/When the next bill generated for 4/8/it was due for new charges of $and with the past due balance listed as well, $was due by 5/2/No additional contact was made by our customer in regards to this total balance of $after this bill generatedAlthough part of the balance was due on 5/2, as part of it was past due and no payment was made, the service was suspended for non-payment on 4/29/
Our customer consulted with our Customer Service team on 5/19/and we agreed to provide some credits on the account for various charges in total of $225.62, making the total balance $No discussion was made or was able to be made to promise that we would not cancel the service or send it to a collection agencyNo additional contact was made by our customer again until October 2014, more than five months later nor did he make any payments as he explained in his statement that he had promised to do
Ms.***as $was the amended balance after adjustments were provided by us on 5/19/2014, Mr*** still did not pay any funds towards the account thus on 5/29/we had to cancel the account for non-paymentA final bill generated after 6/8/which included no additional monthly charges but it did include termination fees since the balance was not made currentThe final balance was listed for $1,After another billing period we did apply Mr***'s deposit payment towards the balance thus the final balance is $not including any possible collection agency feesOverall, our customer's last payment was on 2/28/and he did not make any payments towards the account balance for months, which is the point that the service was cancelled
As I demonstrated with my explanation I regret that there was never an agreement to retain the services after they were suspended for an extended period of time to allow the balance to be paidIn addition when I reviewed over Mr***'s comments in his original complaint he stated that he asked if he would pay half if we could keep the service suspended but not cancelled and that we said yesAlthough I regret that an agreement is not listed for this, if it had been listed I regret that Mr*** still did not make any payments for even half, as there were no additional payments made on the account for the bill balance after 2/28/If an agreement had been established he would not have met the agreement based on his description thus the cancelation of service would still have occurred
Ms.***while the service was cancelled on 5/29/2014, had Mr*** contacted us again within a reasonable amount of time and paid the services off, we would have offered to reinstate the service and waive the termination feesRegrettably because of the time that has passed *** he contacted us in October and that no payments were being made, this option was then no longer available
As I have discussed I regret that the entire balance is still considered valid and we will not be able to make any changes to itIn regards to Mr***'s request that we waive the early termination fees, as we did provide nearly $1,in device discounts, charged him a total of $in Early Termination Fees, and he was not able to fulfill his agreements with us, I regret that we will not be able to waive his Early Termination Fees
At this time we would encourage that Mr*** contact the collection agency that is holding his account to discuss payment and if applicable arrangementsI have listed below the contact information for the agency that is holding his account
ERS - Convergent
***
XXX-XXX-XXXX
Ms.***thank you for allowing us the opportunity to discuss this matterI again wish to apologize to our customer for any further frustration that has been caused as I do understand that we were not able to meet his desired resolution and that our research was found to be different than what he describedI do still hope that Mr*** will find the detailed information that I have provided helpful in understanding our position and why we still had to cancel and send the account to an outside collection agencyShould he have further questions he *** contact the agency holding his account
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/01/30) */
January 30,
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 accountWe are in receipt of Mr***'s complaint and we are *** to address his concerns
Mr*** believes that U.SCellular purposefully debited his bank account for twice the amount dueHe states when he called to resolve the issue he was asked to fax a copy of his bank statementHe mentions U.SCellular was authorized to process the payment for the amount due but nothing moreHe states he should not have to provide his bank statement because he believes additional funds were taken without his permissionMr*** would like the additional funds returned and compensation for any other late fees that *** be applicable to the situation
I understand the frustration Mr*** must be experiencing in trying to resolve this issueIt is certainly important to process payments exactly as our customer has specified and I regret to learn Mr*** experienced a problemIn an effort to resolve this issued I tried to contact Mr*** on two separate days, January 28th and 29thI was unable to reach him so I am responding in kind
I have reviewed Mr***'s account and show he processed a payment by phone on January 24, The balance on the account at the time of payment was $The amount of the payment was $Our system only shows that one payment was processedMr***'s current account balance is now zero dollars
January 26, Mr*** contacted us by phone to advise two payments were processed instead of oneOur Business Financial Services researched the dilemma and found that we processed the card twice but the first request for payment was declined by Mr***'s bankThe second request for payment was processed and applied to the accountWe are uncertain as to why the request for payment was declined the first timeWe have determined the additional funds Mr*** is referring to, is an actual bank hold, not a debit
When a credit card or debit card is processed the cardholder's bank will place a hold on those funds regardless if they approve the payment or notThe timeframe the bank holds these funds are not something U.SCellular can control and varies from bank to bank
Given the information above I realize that sometimes things happen and *** not work as smoothly as initially appearedWe would never intentionally withdraw more than what our customers specified to takeIf Mr*** has reviewed his bank statement and views two debits for $from U.SCellular we want to resolve this for himAs business owner himself, I hope Mr*** understands in the absence of the double debit reflected within our systems we have no way to resolve this without his helpI realize it *** be inconvenient to fax in his bank statement however, it is necessary to resolve thisMr*** *** fax his bank statement to XXX-XXX-XXXXHe should include his name and U.SCellular account number on the faxWe look forward to receiving the needed verification to resolve this once and for all
Ms.***Thank you for the opportunity to review Mr***'s accountShould Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 5, 2015/08/05) */
August 5th,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular
Account Number: XXXXXXXXX
Good afternoon and thank you for contacting U.SCellular in reference to the above account! We appreciate you taking the time to contact usI am in receipt of Mr***' complaint in which he states that he recently cancelled his service to switch to another providerMr*** also states that he received the final bill including all proration and two early termination feesMr*** then states that he contacted our Customer Service over the phone to dispute those fees and was told that these were valid early termination fees, in place of signing a new two year agreement for each lineMr*** states that he was able to find his original service agreement for his service and this clearly shows a $amount in the termination fee field with the sales associate and his signature also showingMr*** requests that the $in question be credited back to his account so he can pay his final balance and in the process, he would like to make sure that he is not charged any late fees
I can understand where Mr*** is coming from when seeing unexpected charges on his bill as well as any frustration or confusion this *** have caused himWe would like to deeply apologize for any frustration or confusion this *** have caused himI would be *** to review his account and find any information that *** be helpful
When Mr*** activated service on his account on June 20th, 2015, he agreed to a retail installment agreement for both lines ending with *** When the line ending with -*** was ported out and cancelled on June 29th, 2015, the remaining retail installment balance was billed onto the accountThis amount of $for the remainder of the retail installment balance shows on the billed dated July 22nd, for the line -***However, when the line -was ported out on June 26th, the remainder of the retail installment balance of $was not billedAfter reviewing the account, we show that on September 2nd, that an advanced exchange replacement phone was activated in the store and our system removed the retail installment charge in errorThis is what caused the remaining balance of $for the phone on line -to not be billed to him as it should have beenTherefore, Mr*** is responsible for the fees of $(which includes tax) in place of the remaining installment balance of $from the line -
While we are extremely sympathetic to Mr***' concern and requests, this account shows no merit towards the account for any additional creditsShould Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I am able to accept this resolution, please confirm what my final bill payment should beI called the US Cellular Customer Service Department and the total they were able to give me was $which is the same amount as my final bill that included the early termination fees
Final Business Response /* (4000, 9, 2015/08/07) */
August, 7th,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular Account Number: XXXXXXXXX
Good afternoon and thank you again for contacting U.SCellular in reference to the above account! I am in receipt of Mr***' rebuttal complaint in which he states that before he accepts our resolution, he would like to know the final total balance to make his paymentHe states that when he contacted our Customer Service department that he was given a total of $as his final total
I can understand Mr***' confusion when contacting us regarding his balance and expecting a specific total than what is given to himWe apologize for any confusion or frustration this *** have caused him
In our original response to Mr***' complaint, I explained that after reviewing his account that his remaining balance for the phone on line -was not billed to him for $Because of this, the prorated early termination fees, which total $157.40, will remain on his account in place of the phone cost that was not billedThe final total that our Customer Service associate recently gave Mr***' again on August 5th, for $is the correct amount he is responsible forThis includes a past balance of $due from July 17th, and the new bill amount of $due on August 16th,
Mr***' final bill amount of $includes all regular prorated credits, so with his past due balance of $119.30, this totals $showingAs we previously stated, this account merits no further credit to be applied
I hope that this information brings more clarification for Mr***' concern in his response back
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (2000, 11, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I now fully understand the chargesThis will be paid in full

October 26,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
*** * *** *** *** ***
*** ** ***
Re: Complaint Number:
Customer's Name: Billie ***
U.SCellular Account Number:
***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint in which she details her troubles with our billing department including trying to get a detailed statement that individually lists each chargeMs*** has requested that U.SCellular withdraw her account from collections, make a $adjustment and accept a payment of $
My name is Amy and I appreciate the opportunity to review Ms***'s complaintWe would like to sincerely apologize to Ms*** for the frustration she has experiencedIt is never our intention to cause our customers trouble, especially to the point of cancelationI hope to provide information Ms*** will find helpful
To receive a detailed list of charges, Ms*** can request a detailed print out from Diversified Adjustment Services, the collection agency her account has been placed withWhile we are not able to withdraw Ms***'s account from the collection agency, I am happy to detail the charges, and billing dates of those charges, Ms*** had prior to being turned over to a collection agency
On 4/20/we sent a bill to Ms*** in the amount of $due 5/15/This bill was higher than past bills because we received notification from the Nebraska Telephone Assistance Program (NTAP) that Ms*** no longer qualified for a lifeline discount of $or a credit to the Regulatory Cost Recovery Fee of $A payment of $was received on 5/15/leaving a balance of $This was the final payment we received from Ms***
On 5/20/we sent a bill to Ms*** in the amount of $This included the past due balance of $and current charges of $due 6/13/On this bill Ms*** did not receive her 5% auto-pay and paperless billing discount, a value of $3.50, since she had a past due balance carried over from the month before
On 6/20/we sent a bill to Ms*** in the amount of $This included a past due balance of $and current charges of $due 7/14/Because Ms*** ported her number to another service provider on May 27th, we issued a credit of $for unused services from that day until the close of her billing cycle on June 19thThere was an early termination fee of $plus taxes and fees on this bill as wellThis was from breaking the two-year contract Ms*** signed for on July 26th, when she received a 16GB iPhone 5c
U.SCellular received a request from the postal service to update Ms***'s address on August 14thTo protect the privacy of our customer's accounts, we will not send a copy of an old bill to an alternate address until at least one bill has been received at the new addressWe would typically know a bill has been received at a new address when a customer is able to remit payment for the bill receivedOn September 15th Dottie from Huskerland Communications spoke with Samantha from our Customer Service DepartmentSamantha advised Dottie if bill reprints were mailed they would go to the address they were originally sent toShe recommended Ms*** visit a corporate owned store so we could print out the bills in store for her with a copy of a valid photo idOn September 21st Ms***'s account was assigned to Diversified Adjustment Services, an outside collection agencyOnce an account has been assigned to an outside collection agency U.SCellular is no longer able to send billing reprints and all reprints must be requested through the collection agency
We are truly sorry for the frustration Ms*** has encounteredWe want to assure Ms*** the bills detailed above are accurateShould Ms*** have additional questions, or to request a detailed bill print out of all charges, she may contact Diversified Adjustment Services Incat ###-###-####
Sincerely,
Amy C
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2014/06/06) */
see attached
Initial Consumer Rebuttal /* (3000, 12, 2014/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything in their response clearly can be read as followed that they speak
for me and speak for what has "happened" again its one sided and on top of that all my other statements werent even addressedI payed my bill I dont need your "credit" but I love how your company can mistreat people and still chargeIts as if it were a person trying to leave an abusive relationship and be charged a fee for itWay to go U.S cellularAnd love how they dont speak about the representative lying about restoring the phone after a payment was made only to leave her supervisor to do the dirty workI have worked in cell phone sales that delivered contracts to more than one company and I know the behind the scenesI know how customers can be tough yet I still always remained professional but never did I give information or lied about not reaching a supervisor even if it were the same info being conveyedAnother reason why you stick it to the people
Final Business Response /* (4000, 18, 2014/06/17) */
June 17,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
Customer's Name: ***
U.SCellular Account Number:***
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s rebuttal in which she states that there was a delay in restoring her service due to her needing to choose a new price planMs*** also states the new plan she had to choose is more expensive than her previous planMs*** also feels U.SCellular has shown her disrespect due to U.SCellular speaking of her rather than to her in our rebuttals
Ms***, I truly regret to learn that we still have not been able to fully resolve all the issues encountered with Ms***'s accountAs a consumer, I understand the frustration caused by the delay in restoring services once they have been suspended or canceled due to non-paymentWith that said accounts can take up to hours to be resumed from any state of non-paymentI show the account was restored hours after the remaining balance of $was paid on June 4, To avoid this in the future payments and payment arrangements should be made on or before the due date
Ms***, I also can understand how Ms*** does not feel it is Customer Focused to address her in a 3rd party tense and we do apologize however once someone opens a complaint with The Revdex.com they have entered into a mediation in which each party addresses the mediatorThere is no disrespect intended
I have reviewed Ms***'s new plan and am relieved to let her know that the new price plan break down is only $more than her original planThe original plan on Ms***'s account was Promo Family Unlimited Voice and Messages for $for her two lines, each line had a 2gigabyte internet plan that was $per line and each line had Device Protection Plus at $a lineThe total for that plan and add on features was $before taxes and surchargesThe plan Ms*** is on now is Shared Data 4gigabyte that is $each line has a connection charge of $per line and Device Protection Plus at $a monthThe total for the new plan is $monthly before any taxes and surcharges
The most recent bill contained partial charges for the time period June 5, - June 7, The Shared Data 4gigabyte that is $each line has a connection charge of $per line and Device Protection Plus at $a monthThe total for partial services was $16.25, which is what made this most recent bill higherGoing forward the monthly bill should be $plus taxes and surcharges
Customer satisfaction has always been our company's primary goalWe strive to provide all of our customers with the ideal experience in all dealings with our companyI recognize that we did not meet these expectations with Ms*** and I can understand the frustration it causedI want to take this opportunity to show my appreciation for her honest feedback
As to the Ms***'s statement regarding that a supervisor is not always availableIf a supervisor is unavailable due to higher than call volume we can always have a supervisor contact her within hours of the original request
Although we were unable to produce Ms***'s desired resolution of crediting her entire bill, it is our goal to provide the very best in customer satisfactionWe thank Ms***'s for choosing us as her cellular providerWe will continue to serve her with pride and respectShould she have any questions regarding this correspondence, please feel free to contact us at our Customer Service Department at XXX-XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 16, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'd like to address that you have not helped me (yes notice how I am speaking to you U.S Cellular CoThat is in fact who my complaint is against.) I not only paid the entire passed *** balance but waited hours after picking an entirely new plan, that is more expensive I might addAfter this time my phones were still off and when I called in again we the customers were to blame that we "did not pick a new plan"Thank you again your company is never at faultAnd when asked if we could get new phones with this more expensive plan the rebuttal was to deal with our phones because they were "new".and your intentions for resolving this complaint has been pushed further south because of the disrespect you show to the customerYou do understand that you have not expressed your "regrets" considering that your speaking of me rather than to me in your rebuttalsAt this point I am well aware that you have not only slipped through the faults of helping with the situation and not only have you stated and chosen not to come to an agreement,considering you never offered one but have continuously repeated yourselfAnd again address me not ms*** because I am who you are trying to settle a differenceAt this point I will continue this dispute until you can settle this disruption appropriately with an actual settlementI am an adult and "im sorrys" are for my children, Actions show how we truly feelI did not misunderstand your representatives because I contiously repeated myself so that both parties understood what the aggreement wasSupervisors *** not always be available and that is understandable but it is a continuous problem with your company as well as the fact that your representatives do not bother to educate themselves in all aspects of their jobAgain I have been on both sides of a fued before and I always helped my customers to the fullest extent which is why I carry such a high standard as a customer because I chose this company to invest inSo again please speak to me and actually put forth effortThank you
Respectfully,
*** ***

Initial Business Response /* (1000, 10, 2014/02/26) */
February 26,
Revdex.com of Chicago
Attention: *** ***
N Wabash Avenue Suite ***
Chicago, IL
Re: Complaint Number: XXXXXXX
Customer's Name: *** ***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountHi, my name is *** I am in receipt of Mr***'s complaint in which he states that his account has been billed incorrectly since he and his mom tried to have their phone numbers on separate plansHe stated that he has come into the store countless times and the issue has never been fixedMr*** is asking that we allow him to cancel his account without an early termination fee
Ms*** I appreciate the opportunity to assist Mr*** with his issueI hope that I am able to offer him information that will be helpful to himIf Mr*** has any questions about the information provided to him through this correspondence he is more than welcome to contact Customer Service at XXX-XXX-XXXX
Looking into Mr***'s account, I do see that the issues he discussed in his correspondence to us through the Revdex.com have been fixedI am so sorry for all the frustration that we have caused Mr*** with the issues on his accountWhile looking through the account I see that the reason Mr*** account suspended even though he had made a payment for $is because at that time he had a past due balance of $$Until the payment of $that was made on February 5, there had not been a payment made on the account for quite some timeWe were crediting the balance every month due to the issues we caused to his account with our billing update
We stopped crediting the account as of December because the account had started being billed properlyI am very sorry for all the frustration that we have caused Mr*** however, at this time his account balance is correct and there are no credits dueMrLoftons account has a past due balance of that needs to be paid as soon as possibleCurrently the account is suspended for nonpayment and if is cancelled for nonpayment, it will go into collectionsMr*** also has a current balance of $that is not due until March 6,
In addition, we are not offering any promotions that will allow Mr*** to cancel without being charged an early termination feeMs*** Again I would like to apologize for all the frustration that Mr*** has had to endure over the past eight months with usI would like to thank him for his continued dedication to our companyI understand that he is now wanting to leave our company however, I truly appreciate the many years that we have been allowed to serve himI hope that he changes his mind now that his issues have been corrected and allows us to serve him for many years to come
Ms*** It was never my intention to cause him these issues when the billing system was updatedI have looked into his account to make sure that all of the balances from that time have been taken care ofI would like Mr*** to know that we want to keep him as our customer and we will do our best to service him to the best of our ability going forward
Should Mr*** have additional questions, please know that he is more than welcome to contact our Customer Service Department at (XXX)XXX-XXXXWe are more than happy to assist him anytime that we have the opportunityCustomer Service is available from 6:00am -11:00pm Central Standard time Sunday through Saturday
Sincerely,
*** M
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 16, 2014/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still not understanding why US Cellular says I owe the $bill at all because the bills have different account numbers but the same phone number and as I have previously stated I have never had lines or accountsAs far as being UNABLE to waive the early termination they can, they just don't want toI wish I could afford an attorney to resolve this but unfortunately I cannot
Final Business Response /* (4000, 18, 2014/03/12) */
March 12,
Revdex.com of Chicago
Attention: *** ***
N Wabash Avenue Suite
Chicago, IL XXXXX
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 accountWe are in receipt of Mr***'s reply to our previous correspondenceHe is stating in that his bill has two account numbers for the same number, and he would like to cancel his service without incurring an early termination fee
I can certainly understand Mr***'s confusion regarding his bills and his account infoI will be more than *** to help resolve any confusion as much as possible
Ms***, we have confirmed that the account ending in has a past due balanceI do not show any other account in Mr***'s name with a past due balanceMr*** did have an account ending in that was credited completely due to our error, and closed completelyMr*** can contact our Customer Service Department at the number listed below if he would like to confirm that the account ending in is closed and not in a past due status
The account ending in is activeIn this situation, as we have stated in our previous correspondences, we have verified that the account ending in does belong to Mr*** and is currently past due, for services rendered before the line was suspended for non-paymentBecause Mr*** signed a service agreement for services, should he decide to cancel his account an early termination fee would apply
Ms*** I hope that I was able to bring some clarity to Mr***'s concernsWe certainly value his business and hope that he will continue to partner with U.SCellular
Should Mr*** have additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Complaint: ***
I am rejecting this response because:
This is untrue! My calls were due to customer service not honoring the quoted price that we agreed to, not to the time of changes being too close to a new bill being printedThe next month I called again and that customer service rep took off my loyalty discount, changed my plan and raised the bill even moreMy problem is with being told that I can add and remove phones as needed with this plan as long as I stay on a shared planIt was already agreed between the customer service rep and me that the person that quoted my plan in the first place was in errorIf she quoted the wrong cost for the plan, the other details of the plan were most likely wrong alsoI am asking for this early termination fee to be reversed because I was told I could add and remove phones to my plan not because of the billing errors and hours of my wasted time trying to fix those errorsI can't believe this is how someone that has maintained service with you for years is rewarded
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/08/06) */
August 6,
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** *** ***
U.S
Cellular Account Number: N/A
Thank you for contacting U.SCellular in reference to the above account numberWe are in receipt of Mr***'s correspondence in which he states that he went into store to make some updates in while doing so he was provided a name of someone that has been authorized on the account since November of that neither he or his son knowsHe also stated when he called in he was informed that they could not see the name on the accountThe desired resolution he is seeking is three months free service from us
I would like to first apologize to Mr*** on behalf of U.SCellular(r) for any inconvenience this matter has caused himI certainly understand how unsettling it is to find out that another party has been authorized on the account without his knowledgeI will be more than *** to provide additional information regarding this matter
We have reviewed Mr***'s concernsI regret that after review that we found that Mr*** has not been authorized on this account by the account ownerBecause we value the security of our customers' information, we will require the Account Owner or and Authorized User contact U.SCellularHe *** do this via the Revdex.com or by contacting our Customer Service Department directly at X-XXX-XXX-XXXX or from their U.SCellular phoneWe apologize for any inconvenience this *** cause and we look forward to working with the Account Owner or an Authorized User to help resolve this matter
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2015/06/16) */
June 16,
Revdex.com of Chicago
Attention: Ms***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:
Customer's Name: Robin ***
U.SCellular Account Number:
***
Dear Ms***:
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s complaint regarding the tablet line she added to her accountMs*** states in her complaint that she went into a retail store and signed up with a tablet promotion for $and now she is seeing a Retail Installment payment for the tablet on her accountMs*** states that feels she was misled regarding the cost of the tablet and her desired resolution is for us to waive the cost of the tablet
Ms***, I understand the confusion and frustration that Ms*** is experiencing over this issueI would be more than happy to assist her to resolve this issue today
While reviewing the account, I do see that on 2/26/Ms*** went to a store and added line ending in to her U.SCellular(r) accountThis line was activated with a new LG G-Pad tablet which retails for $as well as Device Protection Plus for $per monthAfter reviewing the notations as well as the charges for the tablet, Ms*** did sign up with Retail Installments with a monthly line cost of $per month on Shared Data and $monthly financing charge for months which equals the $that was financed for the LG G-Pad
I have reviewed our promotions from February to March and did not find any promotions during that time that matched the Penny Promotion Ms*** describedI also have the printout that Ms*** would have had to have signed in store, in order to obtain the new line of service and the tablet she receivedOn that document it details the monthly costs for line ending in 5509, prorated cost for that particular bill cycle along with the month Retail Installment payment plan
Ms***, based on notations on Ms***'s account, I see that on 6/8/she contacted Customer Relations to speak with us regarding her tablet lineWe did offer to review the account with her but Ms*** declined any assistance from usAfter researching the account I can assure that the charges Ms*** is showing on her monthly statements are correctIf Ms*** would like a copy of the Retail Installment print out that she signed on February 16, she can go back to the store where the tablet was purchased and we would be glad to print a copy for her
I apologize for any confusion that Ms*** incurred while purchasing her tabletWe strive to ensure that all of our customers' have a wonderful experience whether they choose to call over the phone or go to a U.SCellular(r) storeI apologize if Ms*** did not have a wonderful experienceWe are grateful for the feedback Ms*** has provided and will ensure that we are able to share this feedback with the associate who provided the tablet to her
Ms***, thank you for allowing me the opportunity to assist Ms*** with her concernsWe do appreciate her loyalty and long standing business with us and would be glad to address any further questions or concerns she may haveShould Ms*** need to reach us, she can contact Customer Service at 1-888-944-from 6AM-11PM every day
Sincerely,
Heather B
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The employee of US Cellular lied about the penny offerUS Cellular misrepresented themselves, and as a customer I am the one that got ripped offIf they looked back they would see that I NEVER HAVE PAID FULL PRICE FOR A PHONE, SO WHY WOULD I PAY FULL PRICE FOR A TABLETI will pay what I owe but come January I will change cell phone carriersThis company tricks customers into believing one thing then changing it on themI do not do business with companies like thisI will be letting everyone know about US Cellular's unfair acts
Final Business Response /* (4000, 14, 2015/06/19) */
June 19,
Revdex.com of Chicago
Attention: Ms***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number:
Customer's Name: Robin ***
U.SCellular Account Number: ***
Dear Ms***:
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s Rebuttal and would be more than happy to further address her concernsMs*** stated in her rebuttal that she felt she was lied to and would never have signed up for the tablet under Retail InstallmentsMs*** also states that she will cancel her service in January due to the unfair acts of U.SCellular(r)
Ms***, we are truly sorry to hear that Ms*** is considering the cancellation of her U.SCellular(r) accountShe has been a valued customer since and we would love to see if we are able to retain her business
We provide each customer with detailed paperwork stating the monthly charges, what they are signing up with (whether Retail Installments or two year agreement) and what to expect for prorated charges on the next billWe provide this information to the customer at the point of sale and request a signature on that document before the sale can been completedI apologize if Ms*** did not fully review the documents before receiving her tabletIf there was any confusion regarding the promotion she signed up for, we truly apologize, as that was not our intentionAgain, if Ms*** would like a copy of the documentation she signed in store, she can visit the store location where the tablet was purchased and we would be happy to provide her with a copy
If Ms*** would like to speak with someone regarding cancellation, we encourage her to contact our Customer Relations DepartmentThey will be able to fully review her account and provide her with an offer to retain her businessWe would also be able to give her cancellation information if she ultimately decides to discontinue service with U.SCellular(r)Customer Relations can be reached by calling Customer Service at 1-888-944-Relations are open Monday through Friday from 7AM-11PM, Saturday from 8AM-10PM and Sunday from 12PM-9PM
Should Ms*** have any additional questions, she may contact our Customer Service Department at 1(888)944-We would be more than happy to assist her
Sincerely,
Heather B
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/02/12) */
February 12,
Revdex.com of Chicago
Attention:Ms.***
N Wabash Avenue Suite
Chicago, IL XXXXX
Complaint Number:***
Customer's Name:*** ***
U.SCellular Account
Number:XXXXXXXXX
Dear Ms.***:
Thank you for contacting U.SCellular in reference to the above accountMs.*** I am in receipt of Ms.*** complaint where she states since she started service in December she has had many problemsShe states we did not apply her 20% Partner Employee Discount and when she tried to get more information as to why our Retail location and Customer Service department offered different answersOnce finding out the correct reason why Ms.*** did not qualify for the PED, which was the price plan she had did not qualify, Ms.*** requested to change her price planMs.*** requested a 4GB Shared Data plan but was placed on a 40GB Shared data plan by mistakeAlso, Ms.*** states while trying to straighten everything out she was informed that the PED was to be for 15% instead of the 20% that she was quoted in storeFurthermore, Ms.*** states she wants the 20% discount she was quoted or her Early Termination fees and to be let out of her contractI can understand why Ms.*** is frustrated at this point and I will do everything possible to rectify this situation
Ms.***, we sincerely apologize for any frustration caused to Ms.*** when dealing with our companyWe strive to provide all of our customers with the ideal experience in all dealings with our companyWe are very sorry to see Ms.*** has such a long list of occurrences where we failed to meet this goalAlso, we apologize for the hold time Ms.*** experienced while contacting our Customer Service departmentWe strive to keep our hold times to a minimumUnfortunately, there are going to be periods in which the volumes of calls are highWe hire knowledgeable associates to limit hold times and assist our customers in a timely mannerWe continually review the hold times to ensure we assist each customer as quickly as possibleWe appreciate Ms.***s' time and we are glad she chose U.SCellular for her wireless needs
Ms.***, I have reviewed Ms.***s' account and I was pleased to see that on February 09, 2014, Ms.*** was able to speak with our Customer Service department and at that time we did switch her price plan from the incorrect plan of 40GB to the correct 4GB Shared Data planWe also, credited her account in the amount of $due to being placed on the incorrect price plan and $to cover the PED for the two months of which Ms.*** has had service, for a total amount of $+ taxesWe are not able to add the Partner Employee Discount through our Customer Service department, so Ms.*** was advised to reapply via our websiteThis is the process to have the discount added and, I am sure that as long as Ms.*** meets all of the requirements we will be able to add the discount for herAlso, per my research we should have provided Ms.*** with a $credit due the price plan issueTherefore, I have applied the remaining $credit as well as a $Goodwill credit to Ms.*** accountMs.***s' new balance is $with a past due amount of $which is due immediatelyI hope Ms.*** finds this resolution to be sufficient, and once again apologize for any inconvenience or frustration this issue *** have caused her
Ms.***, should Ms.*** have any additional questions, he *** contact our Customer Service Department at (XXX)XXX-XXXXWe are available daily from 6:00am until 11:00pm Central Standard Time
Sincerely,
***
Customer Resolution Support
U.SCellular
Consumer Response /* (3000, 20, 2014/05/15) */
I want to add that we did reapply on the Wisconsin employee website and we never received any confirmation or even a denial and once again no discount
Very frustrating when you follow what employees tell you what to do, how to do it, get sent from phone, place of business, email, and the process is continuously repeated with no resultsThe statement of "it can take 1-billing cycles for it to show on the account" is getting very old and frustratingWe signed mid December so our 1-wait time is far exceededI DON'T EVER WANT TO HEAR THAT AGAIN!! Just do it already.***
If the State of Wisconsin employees are not eligible, just say it nowWhat is so complicated? If you need improvements through your employees, website, etc., get it done!
We were issued a gratuity credit and the discount was manually applied previousBecause of lack of response to the PED once again, we should get the employee discount once again applied and our gratuity should double for each month it is not satisfiedMaybe that will get some action until the end of our contract
Business Response /* (4000, 22, 2014/05/17) */
*** 17,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: ***
U.SCellular Account Number: XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI eagerly look forward to researching this issue for youI understand why Ms.*** is anxious to have this discount applied since it will represent a substantial savings for her
Ms.*** did submit a Revdex.com complaint on February 11, which we responded to the next dayOn *** 15, she sent additional information regarding this complaintIn the additional information that she provided she states that she did reapply for the discount on the Wisconsin Employee website and never received a confirmation, denial or discountShe expresses her concerns that she continually receives misinformation, feels as though she has followed procedures and still has not had a discount appliedShe would like us to issue credit for the missing discounts and double the amount we should have issuedWe received a phone call on the 15th as well and provided instructions on how to apply for the discount
I would like to provide a definitive, clear and concise explanation of how the discount must be applied for and how it is receivedIt is my sincere hope that this reply puts an end to the feeling of frustration Ms.*** has experiencedMs.*** states she applied for the discount on the Wisconsin Employee WebsiteThis is not our website and therefore it is logical she has not heard from usThe proper place to apply for a Partner Employee Discount is at www.uscellular.com/partnerOnce on this webpage you are asked to enter your first name and your email address at workWe will then send an email to Mr.***'s work address to confirm that this is his place of employmentSince the US Cellular account is in Mr.***'s name, he would need to be the person who worked for the state of WisconsinOnce he responds to this email, thereby confirming that he works there, the discount is then appliedIt is important to note that the email provider at his place of employment *** consider this to be "junk" mail or "spam" and so sometimes our emails are sent to the junk mail or spam folder and will need to be retrieved from those folders
If Ms.*** finds this process to be inconvenient she *** fax us proof of employment (such as his pay stub or a copy of his security badge) to XXX- XXX-XXXXShe also has the option of visiting one of our stores with proof of his employment and the associate at the store can fax the information or call us and advise us that he has seen proof of employmentThe associate will also memo the account so that the discount *** be appliedIt should be noted that visiting a store is the most time consuming and least efficient way to process this discount but it is an option for Ms.***We have issued several courtesy credits and are unable to issue any further creditsWe do look forward to resolving this matter quickly once the proper procedures (as described above) are followed
If Ms.*** has any further questions or concerns we would love to hear from herShe can reach us by dialing from a US Cellular phone or she can reach us by calling XXX-XXX-XXXX***
Sincerely,
***
Customer Resolution Support
U.SCellular
Consumer Response /* (4200, 24, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After several attempts to go to the Partner page on their website and following instructions per customer service, one representative has finally seemed to help me"***" had manually put in our information herself and we finally got a notice that it has been completedWhy no other technician could do this is beyond meEvery time we attempted to do this ourselves, we received the message to wait for confirmation email which never cameAt least "***" was able to expedite this messageThe other technicians always said it could take - months to get the emailUGHHHH!!!
Once again we received the message about to billing cycles for it to take effectSo once again it is another wait time to see if we really get the discount as promised before, over and over again
"***" also said she was crediting our account for the last monthsThat too will be verified with the billing cycles
I will close this complaint when I see action satisfied 100%
Thank you
Business Response /* (4000, 26, 2014/05/22) */
*** 22,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: ***
U.SCellular Account Number: XXXXXXXXX
***
Dear Ms.***:
Thank you for contacting U.SCellular in reference to the above accountI have received the additional correspondence from Ms***It shows that she did not accept our response to her complaint and explains that she did finally receive assistance with this matter after several attempts to access the 'partner' websiteMs*** states that the representative was able to input her information and which allowed her to receive the notice to her email addressMs*** further states that the email she received advised her that it would be 1-months for the discount to take effect as she has already been many times beforeLastly, Ms*** states that the representative told her that her account was credited for months of the discount and that she would close her complaint once she sees action satisfied at 100%
Ms.***, I can certainly understand Ms***'s frustration with this matterI realize how important it is to have a prompt resolution to any inquiry and to receive accurate information upfront at each interactionI sincerely apologize for any miscommunications that Ms*** *** have received and for the inconvenience and frustration that this matter has caused
In review of Ms***'s account, I have found that the credit that she mentioned was provided to her has been officially applied to her accountAt this time, there is a credit balance on the account in the amount of $This is $plus taxes, which is 20% off her monthly plan cost for monthsMs*** can confirm this credit balance by contacting U.SCellular Customer Service, by visiting a store location, or by visiting our website at *** Once Ms***'s discount has been officially approved, she will begin to see the discount on her billing statement under the 'Other Charges and Credits' section of her billThis is usually on page or of the billing statement
I completely understand Ms***'s hesitation to close her complaint at this timeHowever, I hope that being able to verify the credit being applied with make her a bit more at easeI have verified that her current plan does meet the appropriate requirements to receive the discountOnce the employment information is verified, the discount will be applied to her account and she will begin to see the information on her bill
Ms.***, I again apologize for the experience that this ordeal has caused Ms***I hope that the information that has been provided is found to be helpfulShould she have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular(r)

Initial Business Response /* (1000, 10, 2014/05/09) */
*** 9,
Revdex.com of Tulsa
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: ***
U.SCellular Account or Cell Phone
Number: Not provided
Dear Ms.***
Thank you for your recent inquiry regarding the above account numberAt U.SCellular(r), we know how important it is for our customers to stay connected to family and friendsWe have received Mr*** letter regarding canceling his service with us within the allowed period and not receiving his refundHe states he has called us multiple times about this issue and while we promise to get it resolved, it still hasn't been and he continues to receive bills and calls from collectors a year later
Ms*** please advise Mr.*** that I TRULY apologize for any inconvenience and utter frustration which he has experienced with this matterUnfortunately, we are not able to look at Mr*** account since no phone number or account number was providedWe strive to make our customers' U.SCellular(r) accounts secure, which means that the customer must verify certain information, so we can access their account to fully address their concernsIn this case, before we can assist Mr.*** with any account-specific information, please have him re-submit his question with the correct cell phone number or account numberWe apologize for any inconvenience we *** have caused and look forward to receiving the needed verification so that we *** proceed in researching this matter
Sincerely,
***
Customer Resolution Support
U.SCellular(r)
Initial Consumer Rebuttal /* (3000, 12, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account number is XXXXXXXXX
The telephone number is XXXXXXXXXX
Final Business Response /* (4000, 14, 2014/05/21) */
*** 21,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
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 Mr.***' complaint and I am *** to address his concernsMr.*** stated that he canceled within his guarantee and should not have been billed an early termination feeHe states he should have been given a refund and not been billed for termination feesMr*** resolution is to have the fees waived and his refund sent to him
I can understand Mr.***' concerns and frustration with being billed for fees he was told he would not owe and having it impacts to his creditI appreciate him giving me the opportunity to review his account
I do see that Mr.***' did attempt to port his number to his new provider within his day window of our satisfaction guarantee, unfortunately there were issues with the new provider and the port did not complete to cancel his line until after the 15th day had passedI also see in reviewing his account that on multiple times he called into our Customer Service and was promised he would not be impacted by the early termination fees since his request was initiated prior to the last day of his guarantee
As I was reviewing the account I see that Mr.***' new provider was not the only one to have a system issue, our system did not auto cancel his account as it should have and Mr.***' account was not canceled in *** of as it should have been it did not cancel until July This was a U.SCellular error and caused Mr.*** to be billed for additional monthly services
Due to the errors that occurred on Mr.***' account I have refunded all charges and fees and Mr.*** now has a credit balance of $I have submitted a request for our Financial Services team to send Mr.*** a refund checkThis check in the amount of $will arrive in the next 2-weeks to the address we have on file for Mr.***I have also pulled Mr.***' account from the collection agency, this will reflect on his credit report within the next days as resolved; by pulling this from his credit it reflects as a U.SCellular error
Ms.***, please extend our apologies to Mr.*** for the frustration that this has caused and the time it has taken to resolve this issue
Should Mr.*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Consumer Response /* (3000, 20, 2014/06/11) */
I received the check from US Cellular in the amount of $I had requested $What do I do with the extra
Also, I would like confirmation that this will not affect my creditMaybe a copy of the request sent to the credit company or some letter stating that
Business Response /* (4000, 22, 2014/06/12) */
June 12,
Revdex.com of Chicago
Attention: Sarah ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
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 Mr*** rebuttal in which he states that we refunded too much money to him and he wants to confirm that his credit bureau will be cleared up
Ms.*** thank you so much for the opportunity to assist Mr*** with his questionsI am very sorry to hear that we were unable to keep him as our customerI do hope that one day he will once again allow us the opportunity to service his wireless needs
Although Mr*** thought that he was only due a refund of $he was actually due a full refund of $These funds are his and he is to use them as he sees fitThere is no need for him to worry about being recharged for these funds were not ours to keepThey were owed to him, which is why they were refunded back to him
As we stated in our previous reply to Mr*** we pulled his account from the collection agency, this will reflect on his credit report within the days of it being pulled as resolved; by pulling this from his credit it will reflects as a U.SCellular errorI do hope that this answers his questions
Ms.*** should Mr*** have additional questions, he is more than welcome to contact our Customer Service Department at (XXX)XXX-XXXXWe want to assist him in any way that we can
Again, thank you so much and I hope that you have a wonderful day!
Sincerely,
***
Customer Resolution Support
U.SCellular
Consumer Response /* (4200, 24, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I am satisfied with the refund I received I would like for U S Cellular to send me a copy of the documentation that shows they requested my account to be pulled from the collection agencyThank you
Business Response /* (4000, 26, 2014/06/18) */
June 18,
Revdex.com of Tulsa
Attention: *** ***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: ***
U.SCellular Account Number: ***
Dear Ms***:
Thank you for your recent inquiry regarding the above account numberWe have received Mr***'s letter asking for written documentation that we have pulled his U.SCellular account back from the collection agency and that it will come off of his credit report in approximately days
Please advise Mr*** that U.SCellular does not have any specific documentation about this; however we have asked that the collection agency send him a letter that his account has been deleted from collections and his credit report
Should Mr*** have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Consumer Response /* (4200, 28, 2014/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the response from the business is fine, I want to receive the documentation from the collections agency before closing the caseThank you

Initial Business Response /* (1000, 5, 2014/02/19) */
February 19,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
Customer's Name:***
U.SCellular Account Number:
XXXXXXXXX
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountWe are in receipt of Mr***'s complaint in which he states he cancelled his service November 9, 2013, and confirmed this with three different U.SCellular representativesHe states that after cancellation, he received bills totaling over $He continues by stating that on January 1, he sent a certified letter to the U.SCellular corporate office explaining in detail the incorrect billing after his cancellationHe received a call from a corporate representative who agreed to handle the matter, reversing the unauthorized chargesMr*** continues by stating in February, he received a bill for $After five conversations with U.SCellular representatives, and having always paid on time for the twelve years he was a customer, he is now in his fourth month of attempting to get U.SCellular to correct the errorsMr***'s desired resolution is to have any charges to his account reversed
Ms*** I can certainly understand Mr***'s concern with this matterI know how upsetting it can be to receive a billing statement that is unexpectedIn response to his concerns, I am *** to review his account and provide information that *** be helpful
Mr*** called on November 3, and discussed his current bill with a representativeOn November 4, Mr*** called and spoke to a representative, and it was confirmed during this conversation that neither of the lines on the account were under contractTwo days later, a customer service representative advised him that he was paid up on services through November 15, During this conversation Mr*** advised us that he would be porting out his line ending to a new service provider
On November 9, Mr*** called and to confirm that his account was cancelledThe customer service representative transferred him to our Customer Relations Department who handles account cancellation requests because both of the lines on the account were still activeMr*** was advised that because he was stating the line ending should have been ported out but our billing system was not showing a request to do so, he would have to speak to our Wireless Number Portability Department and attempted to transfer himThere is no indication on his account that he held to speak with this department to review the port out informationThere is also no documentation that Mr*** had requested to cancel the line ending 3356, which was not ported out to another service provider
The next contact on Mr***'s account was with the Office of the PresidentThis representative agreed to clear any charges after November 9, as he stated the whole account was to have been cancelled as of that date, and she advised him the remaining balance was from usage prior to this date and was validShe also cancelled the account at that timeThe line ending was using the services through the date of cancellationHowever, due to Mr*** having been a loyal customer for more than thirteen years, I have cleared the remaining balance as a courtesyHe should expect to receive a Revised Final Bill reflecting the additional adjustments on his accountShould Mr*** have additional questions, he *** contact our Customer Service Department at XXX-XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2015/04/06) */
April 1,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL XXXXX
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 concerns regarding the above account and the large amounts of data usage that her devices have reported to our monitoring systemIn the complaint, Ms*** states that she has had to call and speak with the U.SCellular(r) Customer Service Department on numerous occasions in order to increase the amount of data that her devices have access toEven after Ms*** made these increases to her data package, she has still incurred data overage chargesShe also expressed frustration about the fact that she has been unable to monitor her data usage from the U.SCellular My Account websiteI would like to sincerely apologize for any frustration or inconvenience that this issue *** have caused Ms***I am *** to review the account and supply any information that I can to try and resolve the situation
Ms*** started service with us on January 3rd of this yearSince this time, she has incurred $in data overage chargesThe data overage rate for the price plan that Ms*** is on is $for each additional gigabyte (GB) of data that is used above what is allotted in her planI have performed a data usage analysis on her devices to look for evidence that would be indicative of technical errors that would cause our system to register invalid data usageDuring this analysis, I paid close attention to the data that has been used by the mobile hotspot on the line that ends in *** as this is the device that has been using the majority of Ms***'s dataBelow you will find the results of my data usage analysis
Ms.*** after closely reviewing the data usage for Ms***'s devices during the past five months, I was able to determine that the hotspot has been frequently used for online gamingMs.*** online gaming is a very data intensive activityIt requires a tremendous amount of data to support the video and audio streaming that is an integral part of interactive online gamingI was also able to see that the hotspot has been used for software updates, downloading applications, and also to access various social media websitesMany social networking sites now automatically play videos posted by "friends"; so spending time on these sites can cause a user to accumulate a large amount of data usage over the period of a monthThis "auto-play" video setting can be changed to prevent this from happening and I would encourage Ms*** to speak with the users on her account to ensure that they have modified the setting on these social networking sites in order to prevent these videos from playing automaticallyIf she would like additional information as to how to do this, I would be *** to help herNow that we have established that Ms***'s data usage is valid, I would like to discuss how we can possibly resolve this issue
Ms*** started out on a GB Shared Connect PlanShe then changed to a GB plan, then to a GB plan, and then eventually changed to a GB plan which she is on nowThese plan changes show an effort on her part to preempt data overage charges but I would also encourage her to consider using our data usage controlsThese controls can be added to her account for $per monthThe way these controls work is by having the customer set a data usage limit for each data-capable-device on their planMs*** currently has devices on a GB planLet's say she allotted GB of data usage per cycle for each deviceLet's then say it was the middle of her billing cycle and one of the devices was at GB and she was about to watch a minute video onlineSince she had not yet reached the device's preset data limit of GB, the device would let her begin watching the videoAs she watched the video, the data usage for that device would go over the GB limitThe controls do not have the ability to interrupt the data session to prevent her from going over the GB limit but what it will do is when she concludes that data session and the system recognizes that she has gone over her GB limit; it will then prevent that device from engaging in any additional data sessions for the remainder of that billing cycleThe data usage controls are not a foolproof way to prevent the possibility of data overages but what they will do is prevent her from having excessive data overages in the multiple gigabyte rangeIf Ms*** would like to begin using these data usage controls, she *** contact our Customer Service Department for immediate assistance or I can add them for her if she will simply let me know what she would like the limit set for each device
Ms*** also mentioned the problems that she has had monitoring her data usage on the My Account websiteI am terribly sorry that the My Account website hasn't been able to provide her with the information that she needed to effectively monitor her data usageFrom time to time, the My Account website undergoes updates and repairs that *** leave it inaccessible for short periods of timeI apologize if these updates were occurring at the same time that Ms*** needed to know her data usageI would encourage her to contact our Customer Service Department by phone any time that she is unable to access her data usage from the My Account websiteOur associates will be *** to inform her of her data usage at that timeMany devices also come equipped with internal data usage monitors that can be used to monitor data usageThese can typically be accessed from the "Data Usage" section of a device's "Settings" menuIf she would like additional information on how to access or use these data managers on a specific device, I would be *** to help her
Ms.*** I hope that the information that I have provided has been helpful and presents Ms*** with a viable option for moderating the data usage on her devicesMs.*** please advise Ms*** that if she has more questions she *** contact our Customer Service Department at (XXX) XXX-XXXX and any associate that she speaks with will be *** to help herThank you very much for allowing me the opportunity to review this complaint and to supply the needed information
Sincerely,
*** D
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (3000, 12, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the hot spot usage, the hot spot was turned off (or supposed to have been at my request in an attempt to save money by US Cellular customer service) over a month ago, so it couldn't, or shouldn't have been able to be used for any gaming or downloads of any kind after that pointI unplugged it weeks prior to asking to have it disconnected (for which I have to continue to pay for regardless) but was unaware that it could still be using data, even though it was unpluggedWe have had to again purchase home internet from another provider (yet another expense) so all downloads and gaming should be using the other provider, not USC
We are using the same number of devices as we were with our prior provider, yet we continue to go over every single monthI don't believe this is the only issue that the company has found with the data usage
As far as calling your customer service every time I need to check my data is not a solution, quite frankly, but more of an excuse as to why the site is always down
Final Consumer Response /* (4200, 20, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will gladly accept the credit of $195, however I'd like to be given contact information for someone that I can speak to about cancelling my contract for the hot spotI feel I was misled by USC sales staff (***) when I was encouraged to purchase this, even after explaining in detail the number of devices we have and what we use them for, and still being assured that I would have plenty of data available
As far as the suggestions regarding how to reduce data usage, with the exception of gaming, I use the social media sites for one of my jobs, to promote our non-profit animal shelter (this was also explained several times to customer service), so reducing the usage there is not feasible
Final Business Response /* (4000, 22, 2015/04/13) */
April 13,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: XXXXXXXX
Customer's Name: *** ***
U.SCellular(r) Account Number: XXXXXXXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the account listed aboveI am in receipt of Ms***'s responseIn her response, Ms*** discussed the offer that I had made previously to credit her for one half of the recent data overage charges that she has incurredMs*** also asked for some information about cancelling the hotspot line on her accountI will be *** to provide you with some additional information pertaining to both of these mattersI would also like to apologize for the amount of time that Ms*** has spent on this issue as well as for any frustration that it *** have caused her
Ms.*** as was offered in our previous correspondence, I have issued a credit of $to Ms***'s U.SCellular account for one half of the data overage charges that she incurred from January 6th until March 5thI do hope that she interprets this gesture as a sincere effort on our part to come to a compromise in this matter
Ms.*** I am sorry to hear that Ms*** feels that she was misled about what her data needs would be using the hotspotThis is not the type of impression that we wish to make on any of our customersI wish that we could have come to some sort of resolution to the data usage issue of the hotspotTo discuss her options for cancelling this line she will need to speak directly with one of our associates in the Customer Relations DepartmentThey can be reached using the phone number that I have provided at the conclusion of this response
Ms.*** I hope that the information that I have provided has been helpfulPlease advise Ms*** that if she has any additional questions she *** contact our Customer Service Department at (XXX) XXX-XXXX and any associate that she speaks with will be *** to help herThank you very much for allowing me the opportunity to review this complaint and to supply the additional information
Sincerely,
***
Customer Resolution Support
U.SCellular

This Company has no idea what they are doing, their employees make mistakes and the company will not take any kind of responsibility for it They pass all errors on to the customer! NEVER get a contract with this company, they will mess up somehow and it will end up costing you money!

Initial Business Response /* (1000, 10, 2014/11/12) */
November 12,
Revdex.com of Chicago
Attention: ***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: XXXXXXXX
Customer's Name: *** *** ***
U.SCellular Number: XXX
XXX XXXX
Dear Ms.***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Mr***'s complaint regarding the $restocking fee that he owes on his canceled accountI will be *** to review his account so that I *** address his concerns
Ms*** states that he switched to us because we told him he would have service, but once he got home he could not use the phone at allHe called U.S Cellular from his house phone and was told by us that we made a mistake at the store and should have never sold him the plan because there was no coverage thereHis issue is that he has to pay the restocking fee for the phone
Ms.*** there are no memos on the account stating of a mistake we made by selling Mr*** the phone due to coverageWe offer the day guarantee for customer to try out the phone in their home area and if it doesn't work for them, they can return the phone within the days without being charged an early termination feeWhen a Customer returns equipment and cancels service within days of purchase, they are using the Subscriber's Remorse for the waived early termination fee only
The Restocking Fee of $must be charged each time a customer exercises buyer's remorse and returns a newly purchased device or a Certified Pre-Owned device, within the 15-Day Excellence Guarantee time period
Mr*** started service with us on June 13, and canceled on June 18, 2014, which we waived all charges for the days of service, fees and late chargesMr*** does owe for the restocking fee, which customers are advised at the time of starting service of the feeOnce Mr*** pay the $balance due, his balance due will be zeroAlthough, I am unable to provide the resolution that Mr*** is asking for of crediting the restocking fee, we respectfully ask that this matter be closed
Should Mr*** have additional questions he *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/03/11) */
March 11,
Revdex.com of Chicago
Attention:***
N Wabash Avenue Suite
Chicago, IL
Re: Complaint Number: ***
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 complaint XXXXXXXX in which Ms*** asserts that she has been sent multiple bills in one monthShe was unhappy with the assistance she received and cancelled her accountShe continues to receive multiple bills in one month with different amounts even though she had been verbally advised that she had no balanceAs a resolution Ms*** requests that her balance be reduced to zero and she not be asked to pay the $that we are billing her for
I can certainly understand her frustration with the inconsistent billing and the conflict of information she receivedI very much look forward to researching this matter today and assisting youAs a first step I reviewed MsSmiths's account and found three records of phone calls made to us in regards to her balanceOn January 3, when Ms*** called she inquired why she would still have a bill on the account when she had already cancelled her accountWe advised her to not pay her bill at that time and that she should wait until the final bill processedWe next heard from Ms*** on March 6, and provided a final balance amount dueShe was upset over the inconvenience of inconsistent bills and we offered her a $credit as a gesture of goodwill but she declined that offerShe requested a supervisor at that time and was advised that one would call her within hoursOn March 8, she spoke to a supervisor and was advised that the bill was accurate and again was offered a $credit
In July we switched to a new billing system and the transition left us unable to provide the level of service our customers are accustomed toMany of our customers experienced billing delaysThis delayed billing *** have caused them to receive multiple bills in a shorter period of time over a period of several monthsBill due dates *** have changed to allow them additional time to payThese extended payment dates were reflected on each billIn the information provided below it is important to note the dates of service that Ms*** is billed for in order to understand why there is still a balance due on her account
For the service provided from 6/to 7/a statement was sent on 8/and was due on 9/This bill left our office approximately weeks lateThis bill was paid in full on 9/9/
For the service provided from 7/to 8/a statement was sent on 9/and was due on 9/This bill left our office approximately weeks lateThis bill was paid on 9/24/
For the service provided from 8/to 9/a statement was sent on 9/This bill left our office about days late and was due on 10/This bill was paid on 10/21/
For the service provided from 9/to 10/a statement was sent on 12/This bill left our office about weeks late and was due on 12/This bill was paid on 12/17/
For the service provided from 10/to 11/a statement was sent on 12/This bill left our office about weeks late and was due on 12/This bill has not yet been paid
For the service provided from 11/to 12/a statement was sent on 12/This bill left our office about days late and was due on 1/This bill contained no current charges, since Ms*** had cancelled her account on 12/The only amount due is for service provided from 10/to 11/ as mentioned in the previous paragraph
We do take ownership of the inconsistent billing dates and extend our apologies for the confusion it *** have causedI would also like to extend our sincere regret if she received misinformation on her balance over the phoneOur billing system has now returned to but it is very sad to hear that we *** have lost Ms***'s patronage over this transitionIn short her balance due of $is for service provided from 10/through 11/and the balance is validIf she has further questions or concerns we would be glad to speak with her further
Please let Ms*** know that I appreciate the fact she was part of the US Cellular(r) family for over eleven yearsShould her needs change, we would love to welcome her backPlease thank her for her business over the years and the opportunity to assist herWe hope that she will not hesitate to contact us at XXX-XXX-XXXXWe are always here to help in any way possible
Sincerely,
***
Customer Resolutions Support
U.SCellular(r)
Final Consumer Response /* (3000, 12, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response of US Cellular but have some additional concerns based on the information provided in this response
I did recevie a call on 3/8/from a *** *** who said that my bill had been calculated incorrectly and that rather than owing the $that was stated I owed instead and that due to the trouble I had experienced through this process he would remove $from that bill
I then asked if *** could send me the dates of service that I had been paying for over the last monthsI was told by him that there was not a good way to "pull" that out of the system but that he had created a spreadsheet to help him with the math I asked him to e-mail this document to me and he did
In the e-mail I was sent by*** he indicated the following:
Bill Date Bill Period Amount
12/Bill 12/- 1/-
12/Bill 11/- 12/
12/Bill 10/- 11/
9/Bill 9/- 10/
and
Payment Date Payment Amount Balance
17-Dec
21-Oct
24-Sep
9-Sep
Based on the information that was sent to me from*** it appears that I incurred costs of and made payments totaling 680.47, he does contest that I started with a balance on my account of 169.81however I disagree with this based on multiple bills paid in September
I was not sent any information farther back than DecemberAdditionally I followed up to the e-mail and asked if I could be told the dates of service that I had paid forHe indicated I had been in prepayment starting with the period of 9/going forward
If it is indeed the case that I was prepaying for my account I should not have any additional costs owed after I left the company due to the fact that I was prepaying for service
Throughout this process I have been given several different bill amounts at this point I do not believe that I owe US Cellularbased on what was provided to me assuming that I did not have an account balance in Sept of it looks to me that US Cellular would actually owe me
Due to the fact that we had many years of what we felt was good customer service at this time I am not seeking to be refunded this amountHowever by US Cellular's own admission via an e-mail from their associate, even if there was a balance on the account of I would still be owed
I look forward to US Cellular's response and to settling this issue
Thank you!
Below I have copied the e-mail chain I referred to earlier
From: "***,***topher"
Date: Mar 10, 7:AM
Subject: RE: US Cellular Information
To: "*** ***"
Cc:
Good morning, *** -
The Bill Period would be the dates of serviceOn a postpaid account you effectively are billed for the service that you are currently usingSo on 9/you were billed for service you were using (and were going to use) from 9/- 10/
The reason the last bill shows a credit is because you were charged for services from 11/- 12/but you canceled service on 12/8, so the 12/came a credit to adjust off the services you were billed for but did not use
Does that clarify what you were looking for?
Please let me know if you have other questions
*** *** U.SCellular(r) Technical Support/TOPS Escalation Queue Coach
From: *** smith mailto:***@gmail.com
Sent: Sunday, March 09, XXXX X:XX AM
To: ***, ***
Subject: Re: US Cellular Information
I see the bill period but what are the dates of service I actually paid for each month?
Thanks!
On Mar 8, XXXX X:XX PM, "***,***topher" wrote:
Amy -
Below is the information we spoke about for the last bills and payments during that time frame:
The bill I started with was the 9/bill
This bill had an amount due as of this bill was $
This amount did not include the payment from 9/
After removing that it leaves the account at $
Below is a breakdown of the account balance after each payment/bill resulting in the balance of $
Bill Date Bill Period Amount Payment Date Payment Amount Balance
12/Bill 12/- 1/-
12/Bill 11/- 12/17-Dec
12/Bill 10/- 11/21-Oct
9/Bill 9/- 10/24-Sep
9-Sep
You can reach me at this email address with further questions
Thank you!
*** *** U.SCellular(r) Technical Support/TOPS Escalation Queue Coach
Final Business Response /* (4000, 14, 2014/03/13) */
March 13,
Revdex.com of Chicago
Attention: Ms.***
N Wabash Avenue Suite
Chicago, IL XXXXX
Re: Complaint Number: ***
Customer's Name: ***
U.SCellular Account Number: XXXXXXXXX
Shane ***
Dear Ms***
Thank you for contacting U.SCellular in reference to the above accountI am in receipt of Ms***'s additional correspondence regarding the balance on the accountIn her correspondence Ms*** states that she was advised that she did not $177.33, and that she actually owed $She continues to state that she was advised that a $credit would also be issued to her accountMs*** provided a breakdown of her payments, and the bill amounts she receivedMs*** is unsure of what amount she actually owes, and feels that she be due a refund
Ms*** I can understand Ms***'s concerns regarding the balance on the accountI am *** to review her account to provide additional information regarding her payments and balance
Ms*** please let Ms*** know that I understand the importance of knowing what is owed on her billI have listed all of the bills since the June 22, billIn the chart listed below, you will see the bills, and payments received
Bill Date Bill Cycle Previous Balance Payment Accessory Past Due Balance Current Charges Total Due
6/22/5/22-6/$$$$80.05cr $$
8/16/6/22-7/$$$$$$
9/19/7/22-8/$$$$$$
9/25/8/22-9/$$$$$$
12/1/9/22-10/$$$$$$
12/13/10/22-11/$$$$$$
12/29/11/22-12/$$$$$76.99cr $
I show that an accessory was charged on the bill dated December 13, At this time, I show the balance on the account is $However I see in the email received by Ms*** that we advised her December 13, bill was charged incorrectlyI have issued an adjustment of $to her accountI have also issued the $adjustment plus taxes to her accountThese adjustments will give Ms*** a new balance on the account of $
The balance of $would be the correct balance on the accountI hope this information is helpful for Ms***I truly apologize for the frustrations, and inconvenience this issue has caused her
Should Ms***, have additional questions, they *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/04/01) */
April 1,
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 accountWe are in receipt of Ms***'s complaint regarding the billing of her accountShe has had to call Customer Service frequently due to billing statements not correctly reflecting the previous paymentsAlso her payment did not process automatically through Auto PayDue to this confusion she would like to cancel her account without incurring early termination fees
Ms*** I can certainly understand Ms***'s concern and disappointment with the billing inaccuracies she had received and Auto Pay not paying when it shouldI would also be extremely concerned if I had to frequently call to figure out what the correct balance is every monthI would like Ms*** to know customer satisfaction is our number one priority and I realized we failed to meet her expectations in this matterI would like to apologize for the experience Ms*** has shared with us and I'll be more than *** to review her account and provide information she *** find helpful
To shed some light on some recent service related issues, in July we did undergo a complete system upgrade, which did present some challenges specifically in billingFortunately, our customers were able to utilize their services rather seamlessly; however some of the billing statements, when generated, would not accurately reflect payments postedThis gave an impression that customers were past due, when in fact they were notTo prevent customers from over paying on their account, we had to temporarily suspend Auto Pay feature, in a way to protect customers from any financial errors
We have since resumed our Auto Pay service since temporarily suspending this benefitAlso, we are working diligently to correct the statements to mirror what our system is stating as far as payments that have clearedKeep in mind our system has kept accurate records of all payments, the statements themselves showed inaccuratelyCurrently, our notes state Ms*** did have a payment that should have been pulled via Auto Pay but it did notShe had to make a manual one-time paymentAt that time, she did decide to cancel Auto Pay on March 28, Regrettably, because Auto Pay is currently cancelled I am unable to investigate the reason why it did not pull in February, resulting in Ms*** to make a one time, or manual paymentI apologize for any inconvenience this has caused Ms***
I would to remind Ms*** that although the February payment did not pay via Automatic payment, there are other payment methods available that she *** use to make paymentsFor example, she can make one-time payments through My AccountAlso as another option she *** make payments by phoneShe *** pay through our automated system by dialing #PAY *** from her U.SCellular phone or through a Customer Service Representative by dialing 611, or XXX-XXX-XXXX from any other phoneThird, she *** make payments through the mail, along with the bill remittance slip within the envelope enclosed with the billAnd lastly, many customers *** also make payments in one of our stores in their local areaThese options *** be helpful until Ms*** decides to reenroll in Auto Pay
In closing, because Ms*** did have continuous service with U.SCellular, we are unable to resolve her request for cancellation without incurring an early termination fees on four linesI would like Ms*** to know we value her many years of partnership with U.SCellular and we truly working hard to give her the "World's Best" customer service she's come to expect from usI apologize for any inconveniences that Ms*** has experienced as a result of Auto Pay, and we hope that she knows we are truly working on the billing to match Ms***'s expectationsShould Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular

Initial Business Response /* (1000, 10, 2014/04/09) */
April 9,
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 regarding her recently being blocked from making her payments using an automatic payment methodI am more than *** to review her account in hopes to resolve this issue
Ms.*** first I would like to take a moment to let Ms*** that we do appreciate her as a loyal customer and I am personally so very sorry of the level of confusion surrounding her automatic payments
After much research I have discovered that Ms***'s automatic payment was never set up via our My Account before January 9, She had automatic payment set up via her actual U.SCellular account in which she filled out a form and our Financial Service Department set that up for her
We have not been able to add new automatic payments via that method for about three years, which is why when she spoke to the representatives we did not understand the cause for the incorrect account numberI am truly sorry for the confusionMs*** is indeed correct when she stated she had never changed her account numbers and that in fact we hadUnfortunately this was an error that occurred when accounts were converted from our old billing system to our new one
After speaking to our Financial Service Department and clarifying this information with them, we have submitted a request to have that block removed from Ms***'s accountThis process normally takes 24-business hoursAfter that amount of time if Ms*** would please reinstate her automatic payment method via her My Account the payments will be posted each month correctly
I have also researched Ms***'s account to insure there were no charges for any of the returned payments since it was in fact our error not hers
I hope this solution reassures Ms*** that we do value her and appreciate her input to this issueWe were not aware this was an error created by our billing conversion and now this problem can be looked at much closer
Should Ms*** have additional questions, she *** contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
***
Customer Resolution Support
U.SCellular
Initial Consumer Rebuttal /* (2000, 12, 2014/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from US Cellular; the company admitted they made an error, apologized and agreed to remove the block from my accountThank you for your assistance
Final Consumer Response /* (450, 13, 2014/04/10) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:

I am a former is cellular customer because they closed their service in our areaI accidentally made an electronic payment of $into my closed account
After contacting us cellular I learned that I had to wait days before they would work on returning my money and then it would take another days for me to receive my check
After I complained they told me to fax a bankstatement that will prove my payment and this would make it faster to get my money
It was very difficult to find a faxmachine and they refused an email
My fax went out on 12/and I called on 12/to ask if they are working on my issueThey confirmedOn 12/would have been the actual day they would work on my check I called again and they told me they are working on it right now
On 1/2/I called again and they confirmed my check was shipped on 12/
UsCellular made me purposely run around finding a fax machine and made me believe this way would work faster
After all it took even longerI still didnt receive my money and I am afraid they lied again and I have to wait even longer
I feel betrayed, I didn't owe them anything and they purposely are not giving me back my money
If I would be their customer they already would have disconnected my serviceI have nothing in my hand to take any action against USCellular

Initial Business Response /* (1000, 10, 2014/02/20) */
February 19,
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 accountWe are in receipt of Mr***'s complaint in which he states he took his phone number to Cricket from U.SCellular as of January 11, and did not believe that his U.SCellular account would be closed until he notified usHe states he was a customer of several years, and was attempting to spend his 30,reward pointsHe continues by stating he was initially successful, and then received an errorMr*** states he then called U.SCellular and was advised that his account was cancelled therefore the reward points could no longer be spentHe then requested a supervisor, who placed an order for a Bluetooth speaker and a pair of headphonesHe states his next call was on February 15, as he had heard nothing about the order, at which time he was told that a case had been submitted but denied on January 24, He continues by stating he was never notified that the order was denied, and he would not have known had he not called and asked about itMr*** states that he believes U.SCellular is engaged in unfair business practices due to cancelling his account without his knowledgeHe states he was unaware this could be done if he was not breaking the Terms and Conditions of serviceMr*** states that after he complained, U.SCellular offered to send him rewards and cancelled the order thirteen days later without notifying himMr***'s desired resolution is to receive the rewards items as promised
Ms*** I can certainly understand Mr***'s concern with this matterI know how upsetting it can be to not receive items that have been successfully orderedIn response to his concerns, I am happy to review his account and provide information that may be helpful
In his complaint, Mr*** states that his account was cancelled without his knowledgeThe process of transferring a phone number from one service provider to another is called porting the numberBecause a number cannot be active in two places at once (in this case with U.SCellular and *** a successful port request automatically cancels the phone number with the original companyMr*** ported out both of his phone numbers, automatically cancelling his account with U.SCellularThis information should have been provided by the representative processing the port request for Mr***
As Mr*** stated, he placed the order for the rewards after he moved his numbers to *** As previously mentioned, the account automatically cancelled when the ports completed; therefore the account was cancelled at the time he placed the orderIn the Terms and Conditions of the Rewards program it states the following: ''Reward Points can be redeemed as long as your U.SCellular account is on a service plan that earns Reward Points, and remains open, in good standing, and has not been transferred, assigned, or cancelled either by you or U.SCellular.'' Based on this information, we were unable to process the order for Mr*** when we worked the request on January 24, 2014, thus the order was cancelledI sincerely apologize that the representative that assisted him in placing the order over the phone did not advise him of this informationI have provided feedback to my leader to ensure that this representative is aware of the correct information
While I was unable to honor Mr***'s desired resolution of allowing the rewards order to be fulfilled, I do hope that the information provided has been helpfulPlease advise him that we truly apologize for any inconvenience regarding this matterIf he should have additional questions, he may contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** P
Customer Resolution Support
U.SCellular
Final Consumer Response /* (4200, 16, 2014/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry, I cannot accept thisIf you truly appreciated years of business you would send the cheap loyalty trinkets
I cannot pay $more a month for your services for said trinkets
I will vote with my feet and I hope others see this complaint
Final Business Response /* (4000, 18, 2014/03/01) */
March 1,
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 Mr***'s rebuttal of not being able to get his "loyalty trinkets" after being a customer of ours for thirteen years and not being able to pay $for our services
Ms***, I will be happy to review the account information and see what I can find out to help Mr***It saddened me to see that Mr*** is no longer part of our U.SCellular family
Ms*** I can understand Mr***'s disappointment in not being able to get the accessories he wanted using his reward points after being one of our customers for so many yearsWe do appreciate the years he allowed us to be his cell phone company providerBut unfortunately, once he left our company we were not able to send him the accessories he had requested
Ms*** part of the Terms and Conditions of the Rewards program states the following: Reward Points can be redeemed as long as your U.SCellular account is on a service plan that earns Reward Points, and remains open, in good standing, and has not been transferred, assigned, or cancelled either by you or U.SCellularBased on this information, this is the reason Mr*** would not be able to receive the accessories that had been orderedI do apologize for any inconvenience this has caused
Ms*** Mr*** stated that he could not pay $or more for our services to be able to receive our rewards on our Reward ProgramIf he changed his mind, we would be more than happy to do a plan analysis that would fit his needs both financially and plan wise so he can continue to receive his reward points if he wanted to give us this opportunity and come back to our company
Ms*** even though my research did not provide the outcome Mr*** had hoped for, I do want to thank him for the years he allowed us to be his cell phone provider and we will always be here for him if he ever decides to return back to U.SCellularIf he should have additional questions, he may contact our Customer Service Department at (XXX)XXX-XXXX
Sincerely,
*** **
Customer Resolution Support
U.SCellular