US Cellular

April 12, 2016
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
                                       
Re: Complaint Number: [redacted]
Customer’s Name: [redacted]
U.S. Cellular Account Number: [redacted]
Tevan [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipts of Ms. [redacted]’s rebuttal stating she does not accept our response because we will not allow her out of her contracts with U.S. Cellular. I am more than happy to review the account and answer her questions.
As I stated in the two previous responses, the contracts are valid on Ms. [redacted]’s account and we will not be able to waive those charges if she decides to cancel service. I do understand that Ms. [redacted] has been unhappy since starting her service with U.S. Cellular, and we would like nothing more than to be able to repair that relationship. If Ms. [redacted] does decide to cancel her service we would need for the final bill to be paid within 60 days or the account will be subject to placement with an outside collection agency.
I also have submitted feedback to the store that provided the misinformation regarding Ms. [redacted]’s contract payoff, while the situation was not ideal we feel as though we have more than corrected these issues on Ms. [redacted]’s account. Ms. [redacted]’s concerns have been resolved and we do respectfully request that this complaint be closed.
Should Ms. [redacted] have additional questions, she may contact our Customer Service Department at ([redacted].
Sincerely,
[redacted] C.
Customer Resolution Support
U.S. Cellular®

After 15 years with US Cellular, I needed to switch providers because I was going to travel the country and needed a wider coverage area which US Cellular could not provide. My last bill was paid through automatic online bill pay, and I moved on. All previous payments and communications were done via email and through my on-line US Cellular account. One day, about 6 months after closing my account, I received a call from a collection agency saying that my US Cellular payment was past due. I was able to immediately logged onto my account at US Cellular and see a bill for approximately $250 under the item "Other".

I called US Cellular customer service, and they were unable/refused to tell me what the charge was for since it had already been sent to collections. I never received a bill, email, or any other means to communicate this bill. US Cellular stated I'd have to ask the collection agency the details of the charge. Of course, the collection agency was unable to give me any information, except that if I paid it immediately through them, it would not hurt my credit score. So, I just paid it, but I have no idea what I paid for. I would have liked to look at my contract and see what my terms were and if I was charged appropriately, but I had no details.

I'm a 15 year customer and was treated rudely on the phone. Instead of US Cellular sending multiple emails asking why I left US Cellular, maybe they should have sent me a inquiry regarding my "overdue bill" to that same email address. I've never been sent to a collection agency in my life, I had no idea I had not paid the charge, and to top it off, I don't know why I ended up paying $250 to US Cellular.

Initial Business Response /* (1000, 10, 2014/12/03) */
December 3, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular(r) Account Number: ...

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint and I am [redacted] to address her concerns. In her complaint, Ms. [redacted] states that U.S. Cellular keeps changing her due dates. She states that we tried to get her to pay before her due date and in one instance we withdrew funds from her account before her due date. She states that every time she calls Customer Service she is transferred to the Financial Services department who tells her she needs to speak with Customer Service. She states that she has been told by Customer Service representatives that there is a note on her account to transfer her to Financial Services when she calls.
She states that another representative told her she was reading all of the notes after Ms. [redacted] told her she had received a credit that was not showing up on her bill. She states that this representative told her that other associates were not reading all of the notes.
Ms.[redacted] I can understand Ms. [redacted]'s frustration with changing due dates, the date funds were withdrawn from her account being different than otherwise indicated, and being transferred back and forth between departments with unsatisfactory results. I have reviewed Ms. [redacted]'s account and I hope to provide clarification on any issues that [redacted] still be causing confusion.
Ms. [redacted]'s account experienced a billing delay that began with her August 2014 bill. Normally her bills are due the 30th of each month (can fluctuate 1 to 2 days depending on how many days there are in the month). The August and September bills were delayed. Therefore, Ms. [redacted] did not receive these bills until they were able to generate beginning in late September. Bill service and due dates because of the billing delay are as follows:
Service Dates Due Date
08/06/14 - 09/05/14 October 11, 2014
09/06/14 - 10/05/14 November 12, 2014
10/06/14 - 11/05/14 November 27, 2014
11/06/14 - 12/05/14 December 1, 2014 (back on schedule at this point)
On September 14, 2014, Ms. [redacted] called in inquiring about the billing on her account. During this conversation she also referenced that she had received a letter informing her of the delayed billing. She again called on October 6, 2014 and was advised by the Customer Service Representative that her next bills would be sent close together in order to get the billing back on track.
On November 9, 2014, Ms. [redacted] called in and spoke with Customer Service to discuss billing options along with other account information.
On November 10, 2014, our Financial Services group reached out to Ms. [redacted] by leaving a message and text on a separate issue of automatic payments being delayed and cancelled for that one month. She was advised that the payment for that month would need to be made manually. Financial Services left a note on the account to have her transferred to their department if she called back regarding their message. Later that day, Ms. [redacted] spoke with Financial Services and we credited her account for one month of service, in the amount of $204.10, due to the billing issues on her account. This would have been the interaction where she was asked if she wanted to make a payment at that time.
On November 13, 2014, Ms. [redacted] was transferred by Customer Service Representative to Financial Services. This is most likely the occasion where the representative read the previous note on the account and transferred Ms. [redacted] in error. Please extend our apologies for the misunderstanding.
On November 19, 2014, Ms. [redacted] called and spoke with Customer Service and her current billing was explained.
On November 28, 2014, Ms. [redacted] called and spoke with Financial Services about her balance and due date which was provided.
I do show that we sent Ms. [redacted] two messages regarding automatic payments for the $200.00 that was processed as an automatic payment for November 27, 2014. One message was sent stating this would be processed on November 27, 2014. Another message was sent stating $200 would be withdrawn on December 1, 2014 when the new bill was generated. The automatic payment was processed once on November 27, 2014. An automatic payment was not processed on December 1, 2014. Again please let Ms. [redacted] know how sorry we are regarding this confusion and the unexpected withdrawal from her account on November 27th because of it.
Ms.[redacted] I am truly sorry for any inconvenience and frustration this had caused Ms. [redacted]. I would also like to apologize if we did not communicate this information in a clear manner in our interactions with her. It is unfortunate that this experience has her looking at alternatives for her wireless provider, and we hope to gain her trust in us again going forward.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Complaint: [redacted]
I am rejecting this response because I did not "accept" any offer, and stated that their offer was unacceptable, which US Cellular would be aware of if they actually reviewed the calls as requested again and again. I am also rejecting the response because I would still like a full refund in the amount of the remaining balance. 
And, yes, I did receive a statement for $94.08 - you are incorrect and have not reviewed the billing history. I am now doubtful of your abilities to do your job accurately. 
The notes on my account are in direct conflict with the multiple conversations that have taken place. 
Also worth noting: no one wants to mention or locate the call I placed to them in November/December 2015. Odd.
I would still like a full refund of the remaining balance. I still want someone at US Cellular to take ownership of this issue.
Once this complaint is closed without a refund, I will simply call US Cellular every day on my lunch break to ask for a refund. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular...

Account Number: XXXXXXXXX
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]'s complaint regarding the problems that he had when trying to purchase a new iPhone 5S. I apologize that the first store Mr. [redacted] contacted did not call him back and that when he went into two of our agent locations he was given incorrect information. I certainly understand his frustration and we do want to help him get this resolved.
Mr. [redacted] is interested in getting a new iPhone 5S 32 GB phone for .01. That is the current pricing for that particular phone and I am sorry that neither of our agent locations was aware of that pricing. The pricing had just been changed and they had not updated their pricing lists at the time that he went into the stores. Because iPhone 5S phones are discontinued, we have a low inventory on that particular phone. I have contacted the corporate store located at [redacted] D[redacted]XXX and as of this morning they have six Gold iPhone 5S 32 GB phones available. I have also contacted the Camera Case agent location in Bellevue and they have a few remaining in stock. I cannot guarantee that the stores will still have that phone in stock should Mr. [redacted] choose to return to either store, so he [redacted] want to call them to check their inventory before he makes a trip. The phone number for the[redacted] store is XXXXXXXXXX and for the Bellevue store is XXXXXXXXXX. I have checked our inventory to see if I could order a 32GB 5S for Mr. [redacted] and have it shipped to him, but we do not have any in stock.
Due to the problems that Mr. [redacted] had when trying to purchase the phone last week, I am noting his account that we will waive the device activation fee as a courtesy on any device that he selects as an upgrade on his line.
Once again, I apologize for the inconvenience that Mr. [redacted] experienced when trying to do an upgrade on his line last week. Mr. [redacted] call our Solutions Department if he would like to discuss other options. He [redacted] reach them by dialing 611 from his cellular phone or by calling XXX-XXX-XXXX from any phone.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2015/04/28) */
April 28, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number:...

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of the complaint Mr. [redacted] has submitted stating his phone service was interrupted after making a payment on his account. Mr. [redacted] advises no one could help in store or over the phone and could not explain why his service was suspended. He also states he attempted to setup new service and was not able to and could not be reimbursed for the payment he made. Mr. [redacted] would like activation of a new line, with a free LG G Flex 2 and the first month of charges waived.
Ms.[redacted] I can certainly understand how maddening it is for Mr. [redacted] to find out he has no phone service without an easily understandable reason given. Customer satisfaction is our company's primary goal. I would like to apologize for any frustration Mr. [redacted] has experienced regarding this matter. It is never our intent to make things more difficult for our customers but rather quite the contrary. I welcome the opportunity to research and assist in this matter.
Ms.[redacted] reviewing the account of Mr. [redacted], I do see where Mr. [redacted] made a cash payment in the amount of $82.00 on April 22nd. This was a past due balance which was due on the 11th of April. The reason Mr. [redacted] line was suspended is from his next invoice in the amount of $87.04 generating and hitting the account on the 22nd, which is due on the 11th of [redacted]. There were no payment arrangements on the account and because of this, the line was suspended.
Ms.[redacted] there were some issues with resuming Mr. [redacted] line due to a stuck order to change his account from postpaid to prepaid with monthly billing. Due to this stuck order, when his payment was made, the resume order was also stuck and we had to submit multiple tickets to resume Mr. [redacted] account. As of the 25th of April Mr. [redacted] account is active and his service has been resumed.
Ms.[redacted] at this time we will not be giving Mr. [redacted] a new LG G Flex 2, we however have already processed $76.20 in credits on his account, leaving his balance at $10.84. I will process a credit for the remaining balance of $10.84, a credit of $25.00 for the restoral fee he will be charged next month, and a credit of $60.00 for the cost of service for June. This is a total credit of $172.04 posted to Mr. [redacted] account. The credit balance on the account is $88.97, and Mr. [redacted] will not have to make his [redacted] payment. Mr. [redacted] will be responsible for the retail installment charges of $16.25 for his Samsung Galaxy S4 Mini in June.
Ms.[redacted] I would like to thank Mr. [redacted] for being a very valuable customer to U.S. Cellular(r). Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] R.
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (2000, 12, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response, only because they are willing to waive the payment for the month of may.

Initial Business Response /* (1000, 5, 2015/02/19) */
February 19, 2015
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number:...

XXXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]' complaint in which he states for the last two months U.S. Cellular(r) has charged him for Data overage that he feels is a problem on the U.S. Cellular end. Mr. [redacted] also states that when a text message is sent it is using data instead of his unlimited messaging package. He stated they have had the same phones for the last year and have never gone over in data before. He has turned all the applications and imessaging off, and then reset the data counter on the phone. He stated he sent a text message and his phone was showing five GB of data was used. Mr. [redacted] feels this should be checked out on U.S. cellular end, but we have refused to do so. He stated he has been a U.S. cellular customer for fifteen years, but is looking to go somewhere else for cellular service.
Ms.[redacted] I truly regret to hear Mr. [redacted] is having these issues with data overage, and I apologize that he feels we refuse to help. U.S. Cellular strives to deliver the highest customer service available and I am very willing to review all available information to find a resolution for Mr. [redacted].
In reviewing the account I found the line ending in 9583 is the one experiencing the data overage. The device on that line is an iPhoneTM. I also found that device has been active on the line since June 26th, 2014. In reviewing the data usage on the line I found the data usage has progressively increased starting with the October cycle on that line, while the two remaining lines on the account have stayed consistent. The billing cycle from September 24th-October 23rd shows 2.61 Gb used, October 24th-November 23rd shows 4.91 GB, November 24th-December 23rd is 7.85GB, and December 24th-January 23rd shows 8.44 GB. This type of contentious increase is normally due to a new application or an update setting change. Mr. [redacted] stated he had turned all applications off and disabled i-messaging and his phone still indicated 5GB of data being used. I'm unable to see the usage registered on the phone itself, but for the current cycle of January 24th-present (February 19th), we register 3.17 GB which is a reduction in comparison to previous months.
In reference to text messaging being charged as data, this will not occur while using the standard short messaging service. Ms.[redacted] please advise Mr. [redacted] if sending the message through I messaging this will incur data usage due to the message being routed through the service.
In further review I found Mr. [redacted] spoke with a U.S. Cellular Customer Service associate on February 4th in reference to the data overage. At that time the associate recommended Mr. [redacted] take his phone into a local store and if it is equipment related we would credit the account the overage. Ms.[redacted] I have also tried to reach Mr. [redacted] in an effort to help resolve what is using data and ways to control and monitor it. I understand Mr. [redacted]' concern due to the delayed billing that occurred, but the data is being accessed through an application or service on the device. Due to privacy regulations we are unable to see what application is being accessed, only the length and usage of the session. MS.[redacted] please advise Mr. [redacted] I have noted the account with instruction of ways to help in this matter. He can reach us by dialing 611 from his cell phone or (XXX)XXX-XXXX from any other line.
Thank you for allowing U.S. Cellular to respond to this matter and we look forward to helping in the future.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/09/27) */
September 27th, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number:...

XXXXXXXXX
[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint wherein she states that she has been having an issue with dropped calls for several months. Ms. [redacted] states that she has spoken with us both in store and over the phone, as well as emailing us, and has not yet had her dropped call issue resolved. Ms. [redacted] also states that, as a result of her dropped calls, she has missed out on a $22.00 per hour job, as well as a $2500.00 job.
Ms. [redacted] would like for us to resolve the issue with her dropped calls, and provide her with the 4G reception and service which we advertise. Ms. [redacted] would also like for us to provide compensation for the job opportunities she missed due to the dropped call issue she is experiencing.
U.S. Cellular understands how important it is to stay connected and to be able to rely on your service in areas where you live and work. We work diligently to maintain the towers in the areas we cover so that our customers can reliably use their service with as little interruption as possible. I do see that, on July 3rd, 2014, Ms. [redacted] visited a store to speak with them about her dropped call issues. While she was there, the store associate called and spoke with a member of our Technical Support Department. The Technician offered to provide Ms. [redacted] with an alternate device to see if the dropped call issue could be resolved by using different equipment. Ms. [redacted] did not accept this offer at that time.
After reviewing the account, I see that this is the only time Ms. [redacted] advised us that she was having difficulty with dropped calls. While we regret to hear of the missed business opportunities Ms. [redacted] experienced, we would not be able to offer compensation for this loss. We can, however, look into resolving the issues she is having with dropped calls in her area. If Ms. [redacted] could call and provide our Technicians with specific information about her location, we would be pleased to investigate the area and determine the cause of her service issues. We can also look to see if the issue is being caused by her current device, and work on replacing it for her if necessary.
I sincerely appreciate the opportunity to assist Ms. [redacted], and provide information which I hope is helpful to her. Should Ms. [redacted] have any further questions, she [redacted] contact our Customer Service Department by dialing (XXX) XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I never asked for compensation of the lost Jobs, I just pointed that out as a results of dropped calls. Secondly I had called US cellular 2 months prior about the dropped calls and she recommend I do a reset and they also confirmed the calls were dropped many times. So I hung up and did a hard reset to my phone. When I had enough use of my phone and enough of the dropped calls I went to the store. The Store Assistant gave me 2 choices, she also claimed that they were having problems with the new update to the phones. The choices were a factory reset or a different phone. As I stated my Daughter has a Samsung 3 and also has problems. So I did the factory reset, and lost some of my pictures and had to get back all my apps.
As far as calling to find a way to resolve a dropped calls in the area, I would love to work at getting the issue repaired for everyone in this area.
Final Consumer Response /* (4200, 16, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am paying to have 4g coverage. I am paying to have use of a phone. I should not have to sit in my car or stand out in Blizzard weather to talk on my phone. I will Say this AGAIN, My DAUGHTER Has dropped calls Also when she is here! AGAIN, I spoke on the phone and YOUR Reps. can see I did WHY can't you? Frustrating YOU have no clue. I pay for your service and I can't get service. I WANT ALLTEL BACK , I had them for 8 years and NEVER had a problem. If I did they fixed it!!!
The Problem is not my phone. I just want what you people say you give. I want to SIT IN MY HOME, have 4G, AND NOT HAVE A DROPPED CALL ALL THE TIME!!!!!
Final Business Response /* (4000, 18, 2014/10/17) */
October 17, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number:[redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal wherein she states that she pays for 4G coverage and use of her device. Ms. [redacted]'s states she shouldn't have to make calls in her car or outside when the weather isn't that well. Ms. [redacted]'s is also stating the she informed our reps that her daughter is having issues with dropped calls as well. Ms. [redacted]'s states that all she wants is the 4G coverage that she pays and to be able to make calls in her home.
I can definitely understand Ms. [redacted]'s desire to have this issue resolved. I will be more than [redacted] to research the account and provide additional information that Ms. [redacted]'s might find helpful.
On October 2nd 2014 I see noted that our Technical Support representative spoke to Ms. [redacted]'s and went over the coverage expectations for that area. During the review the technical support agent confirmed how well of a signal she was receiving in her home. The call did not drop while the associate was connected which was for approximately 20 minutes. The Technical Support agent reiterated the options for repairing and exchanging the device.
In closing, I do apologize that the Ms. [redacted]'s has yet to receive the resolution that she is looking for. I would recommend that Ms. [redacted] calls and work with our Technical Support Department until a resolution can be reached through them. I thank you for this opportunity to research the account and provide information to Ms. [redacted]. Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/06/04) */
June 4, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number:...

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint. Ms. [redacted] stated last July when we changed our billing system, she was not receiving her bills on a consistent basis. In addition her account was set to process an automatic payment each month, but auto pay was not processing. After several months, Ms. [redacted] determined the amount she owed and brought her account up to date. She stated she has not been billed since April of 2014. When she called to learn of her balance, she stated our associates were unable to help her. She received a call from us and was informed she owed $436. Ms. [redacted] says her monthly plan is $250. The resolution Ms. [redacted] is seeking is to have the $436 balance written off, and for us to ensure that each billing statement generates monthly, and auto pay processes monthly.
I want to apologize to Ms. [redacted] for the difficulty with our billing. Even though we have had our current billing system for a year, we are still working to improve the system to ensure there are not any more billing delays. I understand the confusion and inconvenience it causes when bills generate close to each other. I will review the current balance and make any adjustments if there are any errors. I will also explain the bill in detail if the balance is correct. We appreciate the opportunity to address Ms. [redacted] complaint.
Ms. [redacted] has four lines on a retired belief plan called the Family Essential Plus 1500 for $219.99. The line ending in 9114 has Device Insurance for $5.95 and the line ending in 1954 has Device Protection Plus for $8.99. This brings the normal total before tax to $234.93.
I discovered the most recent billing statement generated on [redacted] 24, 2014 for $436.67 and is due on June 13, 2014. This balance is not the total of two billing statements, but for one billing statement only. I will explain the charges on this bill.
Ms. [redacted] was charged $234.93 as normal for her services, but I found the line ending in [redacted] was charged for a Five Gigabyte Data Plan for $30. This line should not have been charged $30 for this data plan because the Family Essential Plus 1500 includes Five Gigabytes for each line which is a part of the $219.99. This data plan started being charged to the account on March 16, 2014 when this line upgraded from a Samsung Galaxy S3 to an Apple Iphone 5c. In error, we added the wrong data code. I have added the correct data code to the line ending in [redacted] and I am rerating the charges from March 16th through yesterday June 3rd or 80 days. In a normal thirty day billing cycle the $30 data plan is worth $1 per day. The total adjustment is $80 before tax.
I also noticed the line ending in [redacted] exceeded its Five Gigabyte Data limit. In addition to the Five Gigabytes, the user of this line used an additional 569.212 Megabytes and each additional Megabyte used is $0.25. The total data overages were $142.30. This charge is what made the [redacted] billing statement much higher than normal. I reviewed the data usage on this line to see if there were any errors, and found the data usage was calculated correctly. I noticed there were several data sessions where the user of [redacted] used between 100 to 550 Megabytes in one session.
When these amounts of data are used in a short amount of time, here are some of the more popular activities that can be leading to this usage (these do not account for all data activities):
1. Video streaming accounts for almost half of the total data used on the U.S. Cellular network. Ten minutes of viewing a video can use between XXX-XXX Megabytes of data. High definition videos can use even more.
2. Facebook now includes auto-download videos (video streaming).
3. Netflix (video streaming) will automatically start the next episode in queue if not stopped.
4. Tumblr automatically loads, and continues to load when the application is on.
5. Listening to [redacted] (music streaming) for one hour per day will use about 1.76 Gigabytes of data per month.
6. Google Hangouts video chat uses 30 Megabytes for two minutes, compared to Skype at Five Megabytes for two minutes
7. High definition games will download additional files after the game is installed.
(There are 1,024 Megabytes in one Gigabyte)
There are few steps the user of [redacted] can take to monitor and hopefully reduce data usage. I would ask that Ms. White relay this information to the user of [redacted].
1. Use Wi-Fi when available. When using Wi-Fi, customers do not use a single byte of U.S. Cellular data.
2. On the IPhone, download a free application called "My Data Manager" from the App Store. This will track the data used on the Iphone and the billing cycle should be set from the 2nd to the 1st.
3. My Account (online U.S. Cellular account) shows the exact amount of data the phone has used on the network. This will be Ms. [redacted]'s best source to track data usage because the data usage shown in My Account is the same data usage U.S. Cellular associates can see in our system.
4. Close unused applications. This can be achieved by double tapping the home button which is the circular button on the front of the phone. This will take the user to another screen. From here the user can see all open applications and slide the application towards the top of the phone and the application should disappear.
I have addressed many customers' data inquiries and notice an increase in data usage when a customer upgrades to a new type of smartphone. This is common because while learning about their new device, the user tends to use the phone slightly more.
When a line is approaching its data limit, we send an overage notification in the form of a text message to the line in question. The first overage notification is sent as a text message informing the user they have used 75% of their data plan. The next notification sent informs the user they have used 100% of their data. I see that we sent the 75% notification, but I was unable to locate the 100% notification.
Due the 100% notification not being sent, the issues experienced regarding the billing delays, and for Ms. [redacted] providing us with her business for several years, I have decided to waive the entire data overage in the amount of $142.30. The total amount I am adjusting is $222.30 before tax. This has reduced her balance from $436.67 to $202.12 and this is due on June 13, 2014.
I would like Ms. [redacted] to be aware that waiving the data overages is a one-time courtesy. She would be responsible for any data overages in the future. I would kindly ask that Ms. [redacted] informs the user of Iphone about the data usage information I have provided to prevent future data overages. If she has any other concerns, we [redacted] be reached by dialing 611 from a U.S. Cellular phone or XXX-XXX-XXXX. Thank you.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the response in part, as I agree that I was not informed and my daughter was not informed of the data usage excess. However, I just had $376.43 pulled from my account which I believe includes excess data utilization. Therefore, the amount that was over from that billing cycle should be credited, for a total credit of $348.30. In addition, I don't have confirmation that my billing cycle has been resolved. In looking at my online account, the Statements go from 3.6.2014 to 5.12.2014 and another one on 5.24. Am I going to get yet another one on 6.6? Please confirm that the billing cycles are resolved and will range for a 1-month timeframe rather than 2-weeks, 6-weeks or whatever the system generates.
Final Business Response /* (4000, 14, 2014/06/09) */
June 9, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular(r) in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal. Ms. [redacted] states that she just had $376.43 pulled from her account which she believes includes excess data utilization. As such she is requesting that the amount that was over from that bill cycle be credited for a total credit of $348.30. In addition, she states that she does not have confirmation that the billing cycle has been resolved. She would like confirmation that the bill cycles are resolved and will range for a one-month timeframe rather that whatever the system generates.
Ms. [redacted] I can certainly understand of Ms. [redacted]'s frustration. I am [redacted] to address her concerns.
Ms. [redacted] I would like to provide Ms. [redacted] with some additional information on the bill cycles as well as the due dates and why they have varied. While we have had issues with the timeframe in which the bills generate, the bill cycle still remained the same. Ms. [redacted] is billed from the 2nd of every month to the 1st of the following month. The due date can vary depending on when the bill is generated. Generally it can take up to 8 days after the bill cycle closes, to generate the bill. Though it can take less than 8 days for the bill to generate. Because of this, the due dates have varied over the past few months.
We know how important maintaining a budget can be and we are working as diligently as possible to get any remaining billing issues resolved and return to our normal way of doing business so that our customers can have a consistent due date and receive only one bill each month. We greatly appreciate how patient Ms. [redacted] has been with us while we do so. Unfortunately, we are still working to provide our customers with billing consistency; however, it is taking longer than anticipated to resolve these matters. I apologize for any inconvenience this has caused.
I would like to take a moment to review MS. [redacted]'s last few statements.
Bill Date 2/7/14 (covers service from 2/2 -3/1) - Current Charges $251.12 Due By 2/27
Bill Date 3/6/14 (covers service from 3/2 - 4/1) - Current Charges $251.12 Due By 3/26
Bill Date 5/12/14 (covers service from 4/2 - 5/1) - Past Due $66.43 - Current Charges $310.00 = Total Amount Due $376.43 Due By 6/1
Bill Date 5/24/14 (covers service from 5/2 -6/1) - Past Due $376.43 - Current Charges $436.67 = Total Amount Due $813.10 Due By 6/13
Payments Received: $251.12 on 2/27.
Payments Received: $39.20 on 3/16.
Payments Received: $251.12 on 3/26.
Payments Received: $376.43 on 6/1.
I have gone through the recent invoices that were created for Ms. [redacted]. Ms. [redacted] received two bills in [redacted] due to the April invoice being delayed. The payment Ms. [redacted] referenced totaling $376.43 was for the [redacted] 12th invoice (there were no data overages on the invoice). This invoice included service charges of $287.11 (excluding taxes and fees) as well as past due balance of $66.43. The past due balance was due to an upgrade to an Apple iPhone on March 16th.
Because of the adjustments that were issued on June 4th and the payment of $376.43 which posted to the account on June 1st for the [redacted] 12th invoice, Ms. [redacted]'s new balance is now $202.12 (for the [redacted] 24th invoice) due by June 13th. If there are any additional payments made by Ms. [redacted], which are not included above, we would ask Ms. [redacted] to contact our Financial Services Department by dialing XXX-XXX-XXXX with this information so that we can update her account.
I hope that this information has helped Ms. [redacted] to understand the reason for the payment which was processed on the June 1st and also why the recent statements were sent so close together. Once again, we want to assure Ms. [redacted] that we are working to resolve the issues with the billing.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Final Consumer Response /* (2000, 16, 2014/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
However, I just received an e-mail stating that 726.61 is being pulled from my account. I need for [redacted] W. to go back and get that amount removed so that the amount pulled is only $202.12 that was adjusted for waiving the over data utilization. Further, I want to be assured that I am not being billed for any past due amounts. Lastly, if this $202.12 amount covers through 6.1.2014, what and when is my next billing going to reflect? I'am assuming that the billing cyble will be from 6/1 to 7/1, but when will this be due and will it be for $251?

Thank you so much for your assistance and kindness as the supervisor I spoke with was less than helpful and rude on the phone. I appreciate sincere help and receiving what I was promised.
 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The US Cellular website is uncomfortable to use. For the last several months, anytime I use the site to update a credit card or otherwise change my payment information, my browser throws up a warning that the site uses an "invalid security certificate." It indicates that the issuer of the certificate [redacted] is "unknown." It further states that the "certificate is not trusted because it hasn't been verified as issued by a trusted authority using a secure signature." My browser is [redacted] and I use the most updated version. This warning doesn't happen with any other website I use. US Cellular needs to address this issue, if for no other reason than to stifle doubts about the ability of the company to keep customer information secure. Anything short of this suggests that US Cellular cuts too many corners and is too risky a company to continue doing business with. For the record, I have spoken with US Cellular customer service about this issue, and was told it was something I should simply ignore. I found this really prolblematic.

Initial Business Response /* (1000, 10, 2014/04/09) */
April 9, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number:...

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We are in receipt of Ms. [redacted]'s complaint in which she states that she contacted US Cellular to discuss possibly cancelling her account sometime in March. Ms. [redacted] states that during the conversation that she had in March that she was advised that the Early Termination Fee would be approximately $37.50 and would reduce in cost by approximately $7.00 each month. Ms. [redacted] also advised that during this time we also discussed with her the options of changing her account over to a no contract plan. Ms. [redacted] explains that she then spoke with us again on April 8th, 2014 and discovered that the fee for cancelling her account would be $79.00. Ms. [redacted] states she feels that US Cellular is not being honest.
Ms. [redacted] we truly appreciate the opportunity to review Ms. [redacted]'s account to ensure that she has not been incorrectly charged. We appreciated the time that Ms. [redacted] spent with US Cellular as a customer. Ms. [redacted], we strive to provide all of our customers the world class customer service provided by friendly, knowledgeable, and professional Customer Service Representatives both over the phone and at all of our store locations. Ms. [redacted], it is very concerning to hear that Ms. [redacted] feels as though we conduct business by lying or cheating customers. I have reviewed Ms. [redacted] account and would be [redacted] to provide information that I hope will be helpful.
Ms. [redacted] in review of Ms. [redacted]'s account I show that she contacted us regarding information on cancelling on March 7th, 2014. Ms. [redacted] first spoke with a member of the Customer Service Department and discussed the No Contract Plans and then I see she was transferred to our Customer Relations Department to discuss the Early Termination Fee and no contract plan further. Ms. [redacted] I was able to speak with the Customer Relations Representative that Ms. [redacted] spoke with and was advised that the Early Termination Fee was discussed along with the offer that if Ms. [redacted]'s Early Termination Fee would be discounted by $50.00 if she agreed to change to the $50.00 No Contract Plan since the $50.00 has to be paid at the beginning of the bill cycle. This would have reduced the Early Termination Fee from approximately $88.00 to $38.00. During the March 7th, 2014 conversation no decisions were made. The next time that Ms. [redacted] spoke with us about the Early Termination Fee was on April 8th, 2014. At the time of this conversation Ms. [redacted]'s phone number was already in the process of being ported to another carrier. Ms. [redacted], once the customer's number is in the process of porting to another carrier then US Cellular cannot make further attempts to save the customer's business. When Ms. [redacted] was transferred to the Customer Relations Department on April 8th, 2014 to inquire of the amount of the Early Termination Fee the charge $79.70 was already pending on the account. It is understandable that if Ms. [redacted] advised us that she though it should be around $30.00 that the answer to that question would be that a $30.00 Early Termination Fee would be the price for a basic phone and not a smartphone due to the approximate charge for a basic phone breaking contract four months early would estimate at approximately $30.00. Ms. [redacted], we are not imposing a fee that is incorrect or unfair to Ms. [redacted]. The fee that has been charged is the pro-rated Smartphone Early Termination Fee for cancelling her account before her contract expiration date of September 21st, 2014.
Ms. [redacted] we are truly appreciative of the time that Ms. [redacted] spent as a US Cellular Customer. We sincerely hope that the above explanation will help explain the cost of the Early Termination Fee and we hope that Ms. [redacted] knows that US Cellular would never take part in deceitful business practices.
Should Ms. [redacted] have additional questions, we welcome her to contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] J.
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Her account of what happened in March is completely false and untrue!! When I called US Cellular in March, it was specifically to find out what the cancellation fee would be. I never discussed no contract plans at the beginning of my conversation with that rep. I was quoted $37.50 and that it would drop approximately $7 each month thereafter. At NO TIME was I told that I would be given a discount if I switched to a no contract plan. I was asked why I wanted to cancel and I told her that a no contract plan was cheaper than a regular plan. She then proceeded to tell me about the no contract plans and that I could switch over on the phone, which I said no, that I just wanted to know the fee if I did decide to cancel. NEVER was I told that if I switched, I would receive a $50 discount. THAT IS A COMPLETE LIE!!!!! And I am furious that they would give a false account of what truly happened. Before I hung up with them in March, I verified the $37.50 cancellation fee with the rep and she said yes, that is correct!!!!! I'm sure they recorded that conversation as I would find it difficult to believe that the rep would specifically remember my conversation given the fact that they speak with hundreds of consumers on a daily basis. Now do the math. They are saying that at that time, the cancellation fee would be approximately $88. One would think they would know the exact cancellation fee at the time of my call? If you deduct the $50 they falsely say they offered, the total is $38, NOT the $37.50 they quoted me. Why in gods name would they quote me a fee $0.50 less than what it should have actually been? None of what she is saying makes any sense! When I spoke with the rep on the 8th of April and explained to her what I was originally quoted, her response was "we are only human and we make mistakes". Are you kidding me? She basically admitted that I was misquoted, yet they are holding me to the fee they now say I owe. NO!!!
To add insult to injury, I received an email from US Cellular asking me to come back!!! Offering me a $100 gift card, no activation fee, and I [redacted] be able to keep all my reward points. You have got to be kidding me? They can offer $100 gift card if I come back to them, but they can't live up to what they originally quoted me? And to prove I am not lying I've attached a copy to this response.
Again, I am asking US Cellular to stand by what I was originally quoted less the amount it drops each month, bringing my cancellation fee to approximately $30 as of this date. I am also requesting a copy of my original conversation in March with US Cellular as proof I'm not the one lying.
[redacted]
Final Business Response /* (4000, 15, 2014/04/11) */
April 11, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms. [redacted],
Thank you for contacting U.S. Cellular(r) in reference to the above account. I am in receipt of Ms. [redacted]'s rebuttal stating that the account of the information was "completely false and untrue."Ms. [redacted] is asking U.S. Cellular(r) to stand by the cancellation fee that she was originally quoted.
Ms. [redacted], I am truly sorry to learn that Ms. [redacted] feels that the information we provided was untrue. We never want to make our customers feel that we do not believe the information that they are providing. The information that [redacted] shared in her correspondence was based on the information provided in the notes left by the associates Ms. [redacted] spoke to when she called in as each interaction we have with our customers who call in must be documented.
Ms. [redacted], I can certainly understand Ms. [redacted]'s frustration. It is never our intention to provide incorrect information. The actual cancellation fee is $79.70. In regards to the calculations that were provided, I believe that there [redacted] have been some confusion between the information shared about the no contract plans versus the information provided regarding the cancellation fee. When providing information on the cancellation fee, this is usually an approximation as the exact fee is not available until the cancellation is processed. Again, I would like to apologize for any misinformation that may have been provided to Ms. [redacted].
Ms. [redacted], we do not want Ms. [redacted] to walk away feeling as though we tried to take advantage of her. As a goodwill gesture, we will discount the cancellation fee so that it corresponds with the amount ($30 plus taxes) that Ms. [redacted] referenced in her complaint. Because the cancellation fee has not yet been billed to the account, I have applied an adjustment of $49.70 to offset the cost. When Ms. [redacted] receives her bill, she will notice the full charge of $79.70 for the cancellation fee. However, she will also see the credit of $49.70 which will offset the difference.
Ms. [redacted], we strive to provide all of our customers with the ideal experience in all dealings with our company. I recognize that we did not meet these expectations per Ms. [redacted]'s complaint and I am sorry for the inconvenience this issue caused. I hope that this gesture will put us in right standing with Ms. [redacted] and allow her to reconsider us as her wireless provider in the future, should her wireless needs change.
Should Ms. [redacted] have additional questions, she [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted] W.
Customer Resolution Support
U.S. Cellular(r)
Final Consumer Response /* (2000, 17, 2014/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Again I would like to reinterate that I confirmed the cancellation fee of $37.50 with the rep before I hung up with her and again her response was yes, that is correct. There was no miscommunication or confusion on my part.
I am [redacted] to hear that US Cellular has agreed to stand by the original fee (less one month's charge of $7.50 for a total of $30) that I was quoted. It certainly restores my faith in them and yes, if my wireless phone needs change, I will consider them.
A payment of $30 plus tax if applicable will be paid to US Cellular on [redacted] 6th.
Thank you.
[redacted]

Initial Business Response /* (1000, 10, 2015/05/20) */
[redacted] 19, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number:...

XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I understand that Mr. [redacted] is disputing the contract on his lines that resulted from a recent plan change. Mr. [redacted] states that he was not told that all the lines would be under contract by changing to the new plan. Mr. [redacted] would like to cancel one line without an Early Termination Fee as a resolution.
Ms.[redacted] I will be [redacted] to review Mr. [redacted]'s account to find a fair resolution.
I have reviewed Mr. [redacted]'s account and I see where he upgraded one of his lines recently and moved to a new plan. I show the contract on file that includes all three numbers. Mr. [redacted] was provided a copy of this agreement on the February 27th, 2015. I understand Mr. [redacted] is a long time, loyal customer of U.S. Cellular(r) and we appreciate his business, however I am unable to waive any Early Termination fees on his account.
Mr. [redacted] stated that he asked the representative about cancelling one of the other lines in the future if he was offered a new job with a company provided phone. He has three lines on his account and we offered to allow him to cancel one line without a fee. The line could not be the line that recently purchased a new phone. This was what Mr. [redacted] originally say's he requested in the store the day he changed plans. We have accommodated this request and Mr. [redacted] declined the offer. The [redacted] line was the line that Mr. [redacted] upgraded and because of this the line is not eligible to have the Early Termination fee waived.
Ms.[redacted] we truly value our relationship with Mr. [redacted] and I am willing to waive one Early Termination Fee upon cancellation of one of the two lines that did not upgrade recently. This was what Mr. [redacted] originally requested and is a fair resolution for both U.S. Cellular(r) and Mr. [redacted]. I hope Mr. [redacted] agrees and we can continue providing the excellent service and coverage he has come to expect.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe the representative understands what I want to do, and that is pretty apparent by the response.
I WANT TO KEEP THE XXX-XXX-XXXX phone number, which is WHAT I WAS TOLD I COULD DO BY THE US CELLULAR REPRESENTATIVE.
I want to cancel the plan that is currently associated with that phone number - the old voice only plan, which should not be under contract, according to the US Cellular representative when I bought my new phone. I want to keep the new phone, and honor the contract for that new phone, but use the XXX-XXX-XXXX phone number instead of the one assigned.
Alternatively, I would like to be able to port that phone number (XXX-XXX-XXXX) away from US Cellular and cancel that line without termination penalty.
I am not asking for anything that I was not promised when I bought the new phone. If US Cellular has a problem with that, then perhaps they should invest more money in training THEIR employees not to misinform customers to get a sale. I am appalled that I have to be upset about this and waste my time to just get what I was promised.
Final Business Response /* (4000, 18, 2015/06/02) */
June 2, 2015
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted]s response. I apologize that there still seems to be a misunderstanding on what Mr. [redacted] has been requesting. I understand that currently Mr. [redacted] would just like to port one of his lines to Google Voice.
Ms.[redacted] upon review of Mr. [redacted]s account, I see that he has ported one of his numbers to another provider. Mr. [redacted] stated in his rebuttal "I would like to be able to port that phone number ([redacted]) away from US Cellular and cancel that line without termination penalty." This is what we offered to do for Mr. [redacted] and this is the line that he ported out.
With Mr. [redacted] porting this number out and with U.S. Cellular(r) waiving any Early Termination Fee associated with this line, I believe we have found a resolution. We thank Mr. [redacted] for the opportunity to assist him.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Final Consumer Response /* (2000, 20, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While this was not the preferred solution to the situation, it will work. I consider this matter closed.

How this company remains afloat, I do not know. Every employee, whether in the store or using phone support, knows and spouts different information, leading to disorganization, chaos, and a *huge* waste of the customer's time. Signing up for service or changing your service should be easy. You can do it at [redacted] or [redacted] in 30 minutes or less, and you know that the representatives *really know* what they're talking about. Dealing with US Cellular, it took my and another family member *hours* (we're talking ~6, cumulative) to set up and get straight our service, and the feeling I got from the representatives was that they really weren't sure what they were doing. Definitely not a warm-and-cozy feeling. 2 years later, I go to switch carriers. AT&T was able to port-in my number and get my account set up with no problems in less than 30 minutes, using the cellular phone I purchased and bought at US Cellular. It didn't work immediately, however, because the phone was locked to US Cellular's network. [redacted] gave me the number for US Cellular's customer service to get it unlocked. The US Cellular rep told me she had to fill out an on-line form on her end, and submit it. It would take 24 to 72 business hours for the phone to be unlocked. Long story short, it took *216* hours (9 days) and *daily calls* to US Cellular to make sure they were doing what they were supposed to be doing, to get the phone unlocked. They ended up having to resubmit the form twice more before one day, it was magically unlocked. DO NOT TRUST THAT US CELLULAR REPS KNOW WHAT THEY ARE DOING. I would sooner buy a simple track phone than entangle myself with that company, ever, *ever* again. BE WARNED.

US Cellular has the worst coverage I have seen from a cell company. all the commercials say better service in the middle of nowhere. BUT THATS A LIE. I have spent more then 3 months try to get my phone signal fix but all they say is that I need to buy a new phone. then when I try ask about my ETF. I found out that their share plans are under contract. I never signed anything on the matter. for my time that I had no service they refuse to do anything about it to make it right on my lost. If I was any of you guys stay far away for this company.

Initial Business Response /* (1000, 10, 2014/05/08) */
[redacted] 8, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account...

Number:[redacted]
Dear Ms.[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. We have received Mr. [redacted] complaint. Mr.[redacted] stated he has had issues using the automated renewal system each month by dialing #223 or 611. When this method does not work, he calls U-Prepaid Customer Service. Mr.[redacted] has described our U-Prepaid Customer Service associates as being from a foreign country, rude, untruthful, and disregards his concerns. Mr.[redacted] stated there is no reason any of U.S. Cellular's personnel should treat any customer in this manner. Mr. [redacted] desired resolution is to have all of U.S. Cellular's Customer Service Associates relocated back to the United States.
Here at U.S. Cellular we value treating our customers with respect and professionalism no matter what the circumstances are. We do not tolerate rude treatment towards our customers because customers are what keep our business afloat in the competitive wireless marketplace. I offer my sincerest apologies for any rude treatment Mr.[redacted] experienced when dealing with our associates.
I understand Mr.[redacted] has had difficulty making a payment by calling #233 or #ADD and he does not want to be offered automatic payment. There are a few other methods to replenish his account besides call #233 or calling Customer Service at[redacted] to pay with a credit card.
1. Visiting a U.S. Cellular(r) store to pay with cash or credit card.
2. Purchasing a new refill card available at Wal-[redacted] stores that carry U Prepaid, and following the directions on the card to add money to his account.
Mr.[redacted] has expressed he would prefer that all of our Customer Service Associates be native English speakers. I would like Mr.[redacted] to understand that U.S. Cellular has a diverse workforce throughout the entire business. This applies across our pre-paid & postpaid channels, retail, telesales, online shopping, human resources, marketing and so many other channels. Having a diverse organization helps us better understand the needs of our current customers, and any potential customers. It will also help us take action to meet those needs and not just understand them. We truly appreciate Mr. [redacted] feedback and his account has been documented with this information. Have a wonderful day.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular
Initial Consumer Rebuttal /* (3000, 12, 2014/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A diverse workforce is a good thing in today's world. However, EVERY SINGLE TIME YOU CALL UPREPAID 611 YOU GET A CALL CENTER IN [redacted]. This service through your company NEVER receives US-based customer support and in many instances it is extremely difficult to understand the accent of the CSR. As far as alternate payment methods these were offered by the RUDE sales floor manager. My local Walmart does not offer the card value I require nor is their a conveniently located US Cellular store, which I was sure you could not renew Uprepaid through. And while a diverse workforce is desirable for any large corporation it seems as if many like US Cellular go with the cheap foreign customer service...yet want us to buy that service.
Final Business Response /* (4000, 14, 2014/05/13) */
[redacted] 13, 2014
Revdex.com of Chicago
Attention:[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number: [redacted]
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Mr. [redacted] complaint and I am [redacted] to review the account. I understand that Mr.[redacted] is not [redacted] with the customer service that he has recently received from U.S. Cellular(r). Mr.[redacted] has expressed that he understands having a diverse work force is important, but every time he calls he speaks to someone in [redacted]. He is also upset that he was treated rudely by a sale floor manager in one of store locations. Mr. [redacted] desired resolution is to have U.S. Cellular(r) have all of its customer service located within the United States of America.
I understand Mr. [redacted] frustration when calling for customer service. I apologize that we have not met his expectations. Regrettably, these decisions are necessary for the health of our business. I respectfully cannot provide Mr.[redacted] with his desired resolution. All of our customer service is held to the same standard of award winning customer service, no matter their location. We appreciated the feedback and hope to continue our relationship with Mr.[redacted] going forward. As for the in store issues, there is no reason for any of our representatives to be rude. This is extremely rare within our company and I apologize for any issues that were caused. I also would encourage Mr.[redacted] to look at our postpaid service options to see if there is anything else that could meet his needs.
Should Mr.[redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)
Final Consumer Response /* (2000, 16, 2014/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since they are going to do absolutely nothing to improve this problem I have no choice but to accept this. Due to this issue I will most likely discontinue service through US Cellular. It is just too frustrating having to deal with a foreigner every single month to renew my phone. While they "claim" they are creating a web renewal portal that claim has been advanced since my initial start of service date. Other providers have the forethought to offer an easier renewal method and they will get my business in the future.

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

Initial Business Response /* (1000, 10, 2014/11/25) */
Contact Name and Title:[redacted] Resolutions
Contact Phone: X-XXX-XXX-XXXX
November 25, 2014
Revdex.com of Chicago
Attention: Ms.[redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL XXXXX

Re: Complaint Number:...

XXXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: XXXXXXXXX
Dear Ms.[redacted],
Thank you for contacting U.S. Cellular in reference to the above account. Mr. [redacted] states that he inquired about his account number and was told he needed to speak with Customer Service. When transferred, Mr. [redacted] states the agent then advised him he needed to speak with Customer Relations where he was inadvertently disconnected while being transferred. Mr. [redacted] wants U.S. Cellular(r) to improve the process for obtaining account information.
Ms.[redacted], I completely understand Mr. [redacted]' frustration. He was requesting information and was transferred twice without getting a resolution. I would be [redacted] to look into this issue for our customer.
Ms.[redacted], on 11/19/14 Mr. [redacted] contacted our Financial Services team to make his monthly payment. He also requested to find out when his contract with U.S. Cellular(r) was ending. Financial Services has no access to anything other than payments on a customer account. The Financial Services Representative transferred him to Customer Service for assistance. When Mr. [redacted] asked the Customer Service Rep about his contract information he was advised that he would need to speak with our Customer Relations Department. No other account information indicates that he was able to speak with them.
Ms.[redacted], we have reviewed Mr. [redacted]' complaint. Mr. [redacted] did request his account contract end date. U.S. Cellular(r) wants ensure that we are giving out the correct information that our customers are requesting. For this reason, it is standard practice to transfer to our Customer Relations Department. Customer Relations does handle all of our contract information and specializes in providing our customers with impacts to billing if they cancel service while still under contract. I sincerely apologize that Mr. [redacted] was not able to receive the information he was looking for.
We appreciate Mr. [redacted] providing feedback for our process with this issue. I hope this information helps provide our customer with clarification on why he was transferred so many times. I also hope that going forward he has a better experience with U.S. Cellular(r). We truly value his business.
Should Mr. [redacted] have additional questions, he [redacted] contact our Customer Service Department at X(XXX)XXX-XXXX from 6AM-11PM every day.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

Initial Business Response /* (1000, 10, 2014/07/11) */
July 11th, 2014
Revdex.com of Chicago
Attention: [redacted]
330 N Wabash Avenue Suite 2006
Chicago, IL 60611

Re: Complaint Number: XXXXXXXX
Customer's Name: [redacted]
U.S. Cellular Account Number: ...

XXXXXXXXX
Dear Ms. [redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of Ms. [redacted]'s complaint regarding not being prorated for credits after porting her service to Verizon and closing her account. Ms. [redacted] also states that she was not under contract on the line ending with [redacted], but was charged a prorated early termination fee on the final bill. Ms. [redacted] also stated that she requested a contract retrieval but did not receive this nor hear of the resolution when speaking with us after. Ms. [redacted] asks that we research the early termination fee and her prorated credits for her final bill and resolve this on her account.
I would like to sincerely apologize for all of the frustration and confusion that we have caused Ms. [redacted] with her account. I understand the importance of having a final bill with expected charges or credits that you understand will be left.
On February 1st, 2013, Ms. [redacted] activated the line ending with [redacted] to a Samsung Freeform 4 receiving discounts for the new phone as a new customer and in return agreed to a two year contract of $150.00 prorated. At that time, we had "One and Done" contracts, which gave customers the opportunity to purchase a new discounted phone or add a line of service with a discounted phone. Only one two year contract to be agreed to and then no other contracts going forward while continuing to upgrade to new discounted phones.
On February 8th, 2014, Ms. [redacted] requested to port out service to Verizon for both of her two lines. The lines did not cancel until February 15th, 2014, due to a delay on our end, so the bill following this had prorated credits for February 15th, 2014 to February 23rd, 2014 at the end of the billing cycle only. I understand it is important that Ms. [redacted] receives all credits due, so I have applied a credit for the remaining seven days that she did not receive credit back for of $29.16.
April 2nd, 2014, Ms. [redacted] called to dispute her contract and early termination fee on line ending with [redacted] and she stated that she did not sign anything to agree to, so per her request, we submitted a contract retrieval that we advised [redacted] take up to five days. On April 11th, 2014, a follow up memo on the account from our Customer Relations department states that the contract was not available to retrieve.
We genuinely appreciate that Ms. [redacted] was a part of our U.S. Cellular family for more than five years and we are sad to see that she is no longer with us. In an effort to resolve her issues with her balance and her account, I have reversed the early termination fee of $88.32 leaving her balance with a final credit of $62.38 that also includes the prorated credit I have given. I have also submitted a request for this credit to be refunded to her and mailed within five to seven business days. This will also conclude that the account with collections will be closed, so this will not negatively impact her.
Should Ms. [redacted] have additional questions, they [redacted] contact our Customer Service Department at (XXX)XXX-XXXX.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular

October 21, 2015
Revdex.com of Chicago
Attention: Revdex.com Customer Relations Advocate
330 N Wabash Avenue Suite 2006
Chicago, IL 60611
Re: Complaint Number: [redacted]
Customer's Name: [redacted]
U.S. Cellular Account Number:...

[redacted]
Thank you for contacting U.S. Cellular in reference to the above account. I am in receipt of [redacted]s complaint regarding being charged an access charge for the two tablets that were purchased on his account. He states that he was never advised of those access charges when he started those two lines of service. [redacted] requests the amount he has paid for those access charges be refunded to him, or for U.S. Cellular to provide proof that he signed the contract agreeing to those charges.
I am sincerely sorry for all of the frustration [redacted] has experienced due to the access charges being charged to his account each month for those tablets. It is never our intention to mislead any customer with incomplete information about charges for new devices. I appreciate the opportunity to review [redacted]'s account and provide additional information he may find useful.
On November 6, 2014, [redacted] added five lines onto his account including the two lines for those tablets. The next note regarding contract retrieval is not seen until September 21, 2015, where an associate noted that they were requesting to have a contract retrieved and sent to them. The reason that [redacted] never heard anything back from this associate is due to that associate no longer being with the company. Any time a contract retrieval request is submitted, that contract is sent to the associate's email address. I apologize that [redacted] was never able to have that document delivered to him.
Even though I do not have a copy of the signed contract that [redacted] signed on that day, I do have the draft that was saved to the account. On that document the access charge of $10 is listed directly below the Associate Activation Charge of $40, just a few lines above where it explains the cost of those tablets. The reason that we are able to offer these tablets, valued at $270 each, as buy one for $99 and get the second free is due to these access charges.
We have reviewed [redacted]'s complaint, and have determined that the access charge is listed on the documentation that he signed on November 6, 2014. As there is too much account specific information on that contract, I am unable to place a copy of it with this Revdex.com response. However, if this customer would like to have a copy of that signed contract he may send this request to [redacted], including his first and last name, the PIN to his account, and the reason for the request. When that request is received, we will locate the contract and send it back to him via email.
If [redacted] has any further inquiries or concerns, he can contact our Customer Service Department at 1-888-944-9400 and we would be more than happy to assist them.
Sincerely,
[redacted]
Customer Resolution Support
U.S. Cellular(r)