Bend Cable Communications Inc

Response to file# [redacted].
 
The July bill amount was not paid ($325.35), which caused a balance carried forward to the August bill. The August bill showed full month’s charges ($314.37) because the bill cut off occurred prior to the action of the customer’s move and installation at the...

new location. The total August bill amount was $639.72 ($325.35 + $314.37). Subsequent to that due to the changes made to the account to move service, there were then pro-rated adjustments to the August bill amount for the disconnection at the prior address:
 
$91.62 (covering billing 7/30/16-8/9/16)  and
$283.93 (covering billing 8/10/16-9/9/16)
$375.55 Total Adjustment
 
This left a balance of $264.17 (covering charges 7/10/16-7/30/16), which was transferred to the new location account.
 
$639.72 – $375.55 (billing adjustment) = $264.17 (unpaid balance)
 
This activity will reflect on the customer’s upcoming invoice.
 
The new account’s balance includes prorated charges for 7/30/16-8/29/16 plus the current bill period charges 8/30/16-9/29/16, Pay Per View usage (8/1/16-8/16/16), the balance transfer (264.17), and a -$25.00 courtesy credit.
 
Should Ms. [redacted] still have any questions or wish to make payment arrangements, she may call Customer Service at 541-382-5551.
 
Thank you.

Response to file#[redacted].
 
The account in question was for Ms. [redacted]’s son. On 9/19/14 the customer contacted Bend Broadband about data usage overage charges. We assisted the customer with changing their wifi password and monitored their usage for 12-days to make sure that the high usage...

ceased. We also discussed with the customer about the data usage consumed by streaming services, torrenting, and the importance to keep a secure password on their wifi router. We helped the customer get set up with usage monitoring that gives the customer the ability to monitor their usage so they do not go over their plan data usage allowance. Customers can arrange for an email notification to let them know that they are getting close to their data cap. As a courtesy, we provided credits for the data usage overages: $296.77 (July 2014 usage), $110.95 (August 2014 usage), and $40.40 (September 2014 usage).
 
On 2/3/15 the customer contracted Bend Broadband again about data usage overage charges. We recommended that the customer change to the “Silver” plan which has more data allowance; however, the customer declined. The customer was adamant that their usage had not changed. We recommended that they change their wifi password again to make sure that no one else was using their wifi. As a courtesy we provided additional credit: $19.55 (December 2014 usage), and $39.94 (January 2015 usage).
 
On 4/3/15 the customer contracted Bend Broadband again about data usage overage charges. We discussed again with the customer about checking their usage and recommended changing their streaming settings. The customer agreed to change from the ‘Bronze’ package to the ‘Silver’ package, which has more data allowance. As a courtesy we provided a credit of $335.66 (March 2015 usage).
 
On 6/2/15 the customer contacted Bend Broadband again about data usage overage. We explained that no further credit would be offered as it is the customer’s responsibility to monitor their usage. We had previously educated the customer about how to monitor usage and that the customer was well aware that charges would result if they exceeded their data cap.
 
On 7/8/15 Ms. [redacted] came into the business office to discuss the overage charges on her son’s account. Ms. [redacted] had cancelled her sons account, but still had her own account. Our Repair manager contacted Ms. [redacted] about her concerns. Ms. [redacted] stated that if we did not provide a credit for her son’s account, then she would be cancelling her own account. As we have already provided credits that total $843.27, and educated the customer repeatedly about data usage overages and how to monitor this, we declined any further credit. It is our policy to offer a one-time credit and educate customers about how to manage their data usage and recommend data plans that best suit the customer’s needs.  
 
We honestly have done our best to educate the customer on what could cause the data usage overages, and we setup and educated them so they could monitor their usage with the web tools we have available for our customers. If the customer chooses to use our services and exceed the thresholds of their internet package, then they are responsible for any usage overage charges. The customer was educated 3 times of the process. We do our best to help the customer each and every time, but we can’t control torrenting, malware, or password sharing. 
 
Our website provides detailed information about data usage and we advertise each of the plans with the usage allowance amount.  
 
Ms. [redacted] may contact Bend Broadband at [redacted], or chat in from our website (bendbroadband.com).
 
Thank you.

Response to file# [redacted].
 
We reviewed the account and payment history and the final balance of $38.02 is correct. On 7/16/15 we attempted to explain to Mr. [redacted] the final balance; however, the customer was not willing to discuss. The final billing balance came to $56.47. This is...

TV service from 4/10 – 4/17 and Phone + Internet service from 4/10 – 4/20. Mr. [redacted] paid $18.45 towards that balance of $56.47, leaving a final amount of $38.02. As a courtesy, we have provided a credit of $38.02 to close out the account. The balance was not referred to collections.
 
Thank you.

Response to file# [redacted]
 
TDS Broadband Services LLC
(dba BendBroadband) acquired Crestview Cable on 11/1/17. There has not yet been
any change to the network or services in Mr. C[redacted]’s area. Crestview Cable is
still operating the same as they had prior to the acquisition....

Customers are
still in the same billing system and still call the same Customer Service and
Repair teams as they had in the past. Following the acquisition, we have many
different network improvement projects planned. The projects have started and
we expect to complete many of them this year. We are aware of a network
capacity issue in Mr. C[redacted]’s serving area. Due to excessive demand during
peak hours (typically in the late afternoon and early evening), customers may
experience slower than normal speeds. On 3/22/18 our senior Repair advisor
Mykel followed up with Mr. C[redacted] about this issue.
 
Thank you.

Complaint: [redacted]
I am rejecting this response because: If Bend Broadband advertises upload speeds of 4 Mbs and download speeds of 50 Mbs, they should be able to deliver this on a more often than not basis.  Another I do not accept that response is because when I had a cheaper residential service of 5 Mbs upload speed and 100 Mbs download speed I was getting 6 Mbs upload speeds and 98 Mbs download speeds on a regular basis if not always.  When I switched to a higher plan because of the no data cap limit I am getting below what I am paying for.  This in no way makes any sense.  When I challenged them on the percentage variance that is acceptable, they would not give me an answer.  I purchased a new modem that is of the highest, latest and greatest standards recommended by them on my dime and it made no difference.  Now no one from this company will respond to my repeated requests to get this issue resolved.  The tech will not answer my calls or texts, the sales manager for the business sales hung up on me when I asked to speak to his boss.  The only response the sales manager gave before hanging us was for me to upgrade to higher plan and pay more money.  Why would I pay more money for higher plan to get what I should be getting with the current plan I have now and get subpar service with the higher plan?  Bottom line is they cannot deliver anywhere close to what they advertise and give generalized statements to take all liability away from them so mediocrity is acceptable.  I would consider changing to the highest residential plan but they advertise a price, then make you lease their modem for another $10 that then raises the price even further.  This is not disclosed until you call to get further information about signing up.  Another scam attempt on Bend Broadbands part.  The modem I just purchased would exceed all the standards that plan needs, but I cannot use it.I am at a loss and feel completely taken advantage of and have been black balled by this company for asking for what I pay for.
Sincerely,
[redacted]

Response to file# [redacted].
 
We have an engineering project nearing conclusion to resolve the network capacity congestion issue in Mr. [redacted] area. We hope to have the project completed before or by 9/14/15. Bend Broadband Repair attempted to reach Mr. [redacted] several times to discuss...

and left messages. Mr. [redacted] did not return the call. As an apology for the inconvenience of the slow speeds during the peak hours of usage, we have provided a credit of $79.99.
 
Thank you.

Response to file# [redacted].
 
I apologize that Mr. [redacted] had a poor customer service experience. Our records show that Mr. [redacted] has been a customer since 12/6/14. We have one trouble report since the customer added Cable TV on 3/5/16. On 5/2/16 Mr. [redacted] called TDS/BendBroadband Repair. Our...

Repair supervisor reviewed the call. Our Repair advisor attempted to troubleshoot the cable TV box with Mr. [redacted]. The customer asked for a technician to come out to assist him and was not happy that a charge may apply. Mr. [redacted] indicated he would try a few things and call back if needed. No further trouble report was made. In response to this complaint TDS/BendBroadband Repair left messages for Mr. [redacted] asking for return call.
 
Thank you.

Response to file# [redacted].
 
On 9/14/15 our senior Repair advisor reached out to Mr. [redacted] regarding his concerns and to apologize for the poor customer service experience. Mr. [redacted] seemed satisfied with the explanation. I apologize that Mr. [redacted] had an unhappy experience and for our...

mistake with the order.
 
Thank you.

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.
I am not happy with their response.They gave incorrect information about the dates I called them about phones not working and what their response was.I'll take the $100 refund instead of what I think I am due.Please be sure they actually pay me the $100 as I have not received it as yet.[redacted]

Response to file #[redacted].
We are aware of the program guide delay/grid guide problem and have a trouble ticket in with the software/equipment manufacturer. At this time we do not have an estimated resolution time, but we are actively persuing the resolution. Should Mr. [redacted] wish to cancel, we...

would waive the $200 early termination fee.
Thank you.

Response to file #[redacted].
 
The refund interval is
approximately 30-60 days following the final bill date to ensure all charges
are billed which may include usage charges, non-returned equipment charges,
etc. On 6/22/17 Mr. [redacted] contacted Customer Service and spoke with a...

supervisor
who made sure that the refund was being processed. The refund check for the
final account balance of -$10.32 was mailed last week.
 
Thank you.

Complaint: [redacted]
I am rejecting this response because:This is the last time I will respond to this.  Giving me the option to upgrade and pay more for my service to get what I should be getting now is not reasonable and for any reasonable person to believe it is, is just not in the business of putting the customers first.  Customers pay the bills, without them there is no business.  That is clearly being forgotten here.  I cannot go back to residential service due to the low service caps and the overages I paid before.  Requiring customers to use your modem for a certain service is not right, I have a modem that your technician told me would work without any issues and meets or exceeds all your specs for the 300 Mbs service.  It is false advertising to show a price, then when you get through the signup, hit the customer with an extra 10 dollar a month rental of a modem.  This is borderline illegal and a mis-representation of service pricing.I have been black balled because the technician that I was dealing with, will no longer respond to my texts or emails, especially when he said he was all about taking care of the customer.  Clearly that was not the case either.  Working with guys in tech support on the other side of the country is useless and they are no help.  I end up wasting time to get someone to just come out to my house anyway.  I don't have time to waste due to my work schedule.  So, yes I have been black balled.As far as hanging up on me, it is comical that you say no one hung up on me.  I have not been belligerent or abusive, I have been strong in my conviction that I am being unfairly treated and being given options that are in the best interest in Bend Broadband and not the customer(me) who pays a lot for your service.  Tyler is the one who hung up on me.  I am sure he will not admit to it, but it happened when I asked point blank to speak with his supervisor.  Tyler said no, said I have given you 2 options, said he would not involve Michelle his boss and hung up.  If Bend Broadband truly wanted to take care of customers and be a good business in the community, I would be able to talk with Tyler's boss or someone else from the upper management of Bend Broadband/TDS.   As soon as I can find another option that will serve my needs, I will be taking up Bend Broadband to get out of my contract.  This has been no different that it was 5 years ago when I had problems with my TV service from Bend Broadband and having the head engineer out at my house who at the time had no answers.  This appears to be a common theme with Bend Broadband, especially with customers who want what they are paying for.
Sincerely,
[redacted]

Response to file# [redacted]
 
On 7/26/17 Mr. [redacted] placed
an order for disconnection due to moving and discussed the set top box charges.
Our advisor provided an adjustment of $16.08 for the charges to address the
dispute. In response to this complaint, on 7/27/17 our senior...

advisor left a
message to follow up to make sure they were satisfied. He reached the customer
on 8/2/17 to confirm the issue is resolved.
 
Thank you.