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 meSincerely, [redacted]
Response to file# [redacted] The initial deposit was $when the customer installed cable TV, telephone and internet serviceOn 9/15/the customer cancelled TV serviceOn 9/15/we provided a refund check of $of the deposit, which left them with a remaining deposit amount of $The $refund is reflected on the October invoiceAlso reflected on the October invoice, there was a $charge for unreturned equipment (TV set top box)In retrospect, a refund check should not have been provided given that there was unreturned equipment and a past due balance on the account Internet and telephone services were disconnected on 12/14/There was a $charge for unreturned equipment (modem) as reflected on the customer’s January invoiceThe $deposit balance went towards the customer’s January invoice balanceOn 1/25/we received all the returned equipment and provided an adjustment of $as reflected on the February invoiceThe final balance of $is for unpaid service chargesAll equipment charges were adjusted and the deposit amounts are accounted for as reflected on the customer’s invoicesThe final balance was referred to Collections and still needs to be resolved The Collection agency is [redacted] (***) [redacted] Payments may be remitted to: BendBroadband Dept Palatine, IL 60094- Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and they did mail a check to me However, they only did so after repeated phone calls, complaints to the company, and finally filing a complaint with the Revdex.com A customer should not have to file a complaint with the Revdex.com in order to receive an owed refund from a business Sincerely, [redacted]
Response to file# [redacted] We have an engineering project nearing conclusion to resolve the network capacity congestion issue in Mr [redacted] areaWe hope to have the project completed before or by 9/14/Bend Broadband Repair attempted to reach Mr [redacted] several times to discuss and left messagesMr [redacted] did not return the callAs an apology for the inconvenience of the slow speeds during the peak hours of usage, we have provided a credit of $ Thank you
Response to file# [redacted] We reviewed the account and payment history and the final balance of $is correctOn 7/16/we attempted to explain to Mr [redacted] the final balance; however, the customer was not willing to discussThe final billing balance came to $This is TV service from 4/– 4/and Phone + Internet service from 4/– 4/Mr [redacted] paid $towards that balance of $56.47, leaving a final amount of $As a courtesy, we have provided a credit of $to close out the accountThe balance was not referred to collections Thank you
Response to file# [redacted] TDS Broadband Services LLC (dba BendBroadband) acquired Crestview Cable on 11/1/There has not yet been any change to the network or services in MrC [redacted] ’s areaCrestview 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 pastFollowing the acquisition, we have many different network improvement projects plannedThe projects have started and we expect to complete many of them this yearWe are aware of a network capacity issue in MrC [redacted] ’s serving areaDue to excessive demand during peak hours (typically in the late afternoon and early evening), customers may experience slower than speedsOn 3/22/our senior Repair advisor Mykel followed up with MrC [redacted] about this issue 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 Mbs service It is advertising to show a price, then when you get through the signup, hit the customer with an extra 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 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 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]
Complaint: [redacted] I am rejecting this response because: If Bend Broadband advertises upload speeds of Mbs and download speeds of 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 Mbs upload speed and Mbs download speed I was getting Mbs upload speeds and 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 $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]
Complaint: [redacted] I am rejecting this response because:I did return equipment, I even called them to verify that I had the correct equipment to return...and the lady said yes and that rest of my deposit would go towards my bill...when I returned equipment at business the man at the front said the same thing the lady in the phone did Sincerely, [redacted]
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:There obviously was a problem with the overage and Revdex.com refused to believe that my son was not overutilizing the streaming We have had their own Tech guys tell us that it would take people streaming day and night and still not have a bill over $ They constantly accused us of giving out the password and that was never done The occupants of this apartment both work jobs so are rarely home, so it's obvious to me that there is NO WAY they could be streaming that much With as many complaints, I don't understand why they refused to look into it further They just chose to accuse these boys of abuse and turn the other cheek so they could collect this money This is abuse from them not us If I need to contact the media, I will do thatI have cancelled my account as well I don't trust that they can be an honest and trustworthy business I have paid this bill in full but would like the overage portion back as I don't feel Revdex.com represented me in good faith.Sincerely, [redacted]
Response to file# [redacted] On 8/2/the customer reported internet service troubleShe immediately asked for a two-week credit indicating that service had been out for that longHowever, there was no prior trouble reportThe repairs were completed on 8/7/Normally a credit for the length of time to resolve the trouble from the time of report to time of repair would be applicable; in this instance a 5-day credit would be $On 9/5/TDS provided a courtesy credit of $for one full month of service when Ms [redacted] complainedOn 9/6/an additional courtesy credit of $was provided when Ms [redacted] expressed her dissatisfactionOur records show that our Customer Service advisor provided Ms [redacted] with the account balance which included the credit amountThe credits will show on the upcoming invoiceOn 9/15/our senior advisor followed up with Ms [redacted] about the credit amount and the adjusted balance Thank you
Response to file# [redacted] On 9/14/our senior Repair advisor reached out to Mr [redacted] regarding his concerns and to apologize for the poor customer service experienceMr [redacted] seemed satisfied with the explanationI apologize that Mr [redacted] had an unhappy experience and for our mistake with the order Thank you
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 manufacturerAt this time we do not have an estimated resolution time, but we are actively persuing the resolutionShould Mr [redacted] wish to cancel, we would waive the $early termination fee 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 meSincerely, [redacted]
Response to file# [redacted] The initial deposit was $when the customer installed cable TV, telephone and internet serviceOn 9/15/the customer cancelled TV serviceOn 9/15/we provided a refund check of $of the deposit, which left them with a remaining deposit amount of $The $refund is reflected on the October invoiceAlso reflected on the October invoice, there was a $charge for unreturned equipment (TV set top box)In retrospect, a refund check should not have been provided given that there was unreturned equipment and a past due balance on the account Internet and telephone services were disconnected on 12/14/There was a $charge for unreturned equipment (modem) as reflected on the customer’s January invoiceThe $deposit balance went towards the customer’s January invoice balanceOn 1/25/we received all the returned equipment and provided an adjustment of $as reflected on the February invoiceThe final balance of $is for unpaid service chargesAll equipment charges were adjusted and the deposit amounts are accounted for as reflected on the customer’s invoicesThe final balance was referred to Collections and still needs to be resolved The Collection agency is [redacted] (***) [redacted] Payments may be remitted to: BendBroadband Dept Palatine, IL 60094- Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and they did mail a check to me However, they only did so after repeated phone calls, complaints to the company, and finally filing a complaint with the Revdex.com A customer should not have to file a complaint with the Revdex.com in order to receive an owed refund from a business Sincerely, [redacted]
Response to file# [redacted] We have an engineering project nearing conclusion to resolve the network capacity congestion issue in Mr [redacted] areaWe hope to have the project completed before or by 9/14/Bend Broadband Repair attempted to reach Mr [redacted] several times to discuss and left messagesMr [redacted] did not return the callAs an apology for the inconvenience of the slow speeds during the peak hours of usage, we have provided a credit of $ Thank you
Response to file# [redacted] We reviewed the account and payment history and the final balance of $is correctOn 7/16/we attempted to explain to Mr [redacted] the final balance; however, the customer was not willing to discussThe final billing balance came to $This is TV service from 4/– 4/and Phone + Internet service from 4/– 4/Mr [redacted] paid $towards that balance of $56.47, leaving a final amount of $As a courtesy, we have provided a credit of $to close out the accountThe balance was not referred to collections Thank you
Response to file# [redacted] TDS Broadband Services LLC (dba BendBroadband) acquired Crestview Cable on 11/1/There has not yet been any change to the network or services in MrC [redacted] ’s areaCrestview 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 pastFollowing the acquisition, we have many different network improvement projects plannedThe projects have started and we expect to complete many of them this yearWe are aware of a network capacity issue in MrC [redacted] ’s serving areaDue to excessive demand during peak hours (typically in the late afternoon and early evening), customers may experience slower than speedsOn 3/22/our senior Repair advisor Mykel followed up with MrC [redacted] about this issue 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 Mbs service It is advertising to show a price, then when you get through the signup, hit the customer with an extra 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 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 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]
Complaint: [redacted] I am rejecting this response because: If Bend Broadband advertises upload speeds of Mbs and download speeds of 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 Mbs upload speed and Mbs download speed I was getting Mbs upload speeds and 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 $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]
Complaint: [redacted] I am rejecting this response because:I did return equipment, I even called them to verify that I had the correct equipment to return...and the lady said yes and that rest of my deposit would go towards my bill...when I returned equipment at business the man at the front said the same thing the lady in the phone did Sincerely, [redacted]
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:There obviously was a problem with the overage and Revdex.com refused to believe that my son was not overutilizing the streaming We have had their own Tech guys tell us that it would take people streaming day and night and still not have a bill over $ They constantly accused us of giving out the password and that was never done The occupants of this apartment both work jobs so are rarely home, so it's obvious to me that there is NO WAY they could be streaming that much With as many complaints, I don't understand why they refused to look into it further They just chose to accuse these boys of abuse and turn the other cheek so they could collect this money This is abuse from them not us If I need to contact the media, I will do thatI have cancelled my account as well I don't trust that they can be an honest and trustworthy business I have paid this bill in full but would like the overage portion back as I don't feel Revdex.com represented me in good faith.Sincerely, [redacted]
Response to file# [redacted] On 8/2/the customer reported internet service troubleShe immediately asked for a two-week credit indicating that service had been out for that longHowever, there was no prior trouble reportThe repairs were completed on 8/7/Normally a credit for the length of time to resolve the trouble from the time of report to time of repair would be applicable; in this instance a 5-day credit would be $On 9/5/TDS provided a courtesy credit of $for one full month of service when Ms [redacted] complainedOn 9/6/an additional courtesy credit of $was provided when Ms [redacted] expressed her dissatisfactionOur records show that our Customer Service advisor provided Ms [redacted] with the account balance which included the credit amountThe credits will show on the upcoming invoiceOn 9/15/our senior advisor followed up with Ms [redacted] about the credit amount and the adjusted balance Thank you
Response to file# [redacted] On 9/14/our senior Repair advisor reached out to Mr [redacted] regarding his concerns and to apologize for the poor customer service experienceMr [redacted] seemed satisfied with the explanationI apologize that Mr [redacted] had an unhappy experience and for our mistake with the order Thank you
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 manufacturerAt this time we do not have an estimated resolution time, but we are actively persuing the resolutionShould Mr [redacted] wish to cancel, we would waive the $early termination fee Thank you