Pend Oreille Insurance Services, Inc.

Response to file# ***
Due to threats of physical violence towards TDS
employees from Mr***, we are terminating serviceWe have provided advanced
written notice of our intentOur Terms of Service state: “TDS is not required to
provide Service to anyone for any reason,
and reserves the right to terminate
Service at any time.”
Thank you

Response to file# ***
We reviewed a copy of the
door-to-door sales form, which confirms that the customer is billed correctly
for the services requested/orderedThe form details the charges for the new
requested servicesIt does not include services to which the customer
already
subscribed and were not changing: the Inside Wiring Maintenance Plan
($3.95/month)The customer may remove the Wiring Maintenance Plan at any time
The TDS Sales Order Form for
Mr*** shows the following:
TDS TV
$
High-Speed
Internet $
Gateway Fee
$
Phone $
Set-Top Box
Fee $
Internet
Plus Pack/a la carte services ($off x months)
Total
(before taxes and fees) $/ mo + tax/fees
Notes: Free
installation
Free HD for
life
$off x
months
No contract
/ No ETF
Free DVR
service
Free upgrade
to mg internet speed
Tax/fees
approx$20-/ mo
Option 2:
Expanded Package $less
The main difference of the
billed amount and the amount on the quote are the fees and taxes, which the
salesman estimated in the NotesPlus, the Sales Order Form does disclose that
the fees and taxes are not included in the quoted rates
Also, on
2/4/TDS sent a Welcome/Thank You letter which provides a summary of the
services and rates on the accountThere is also a disclosure in the letter “Prices
do not include federal, state, or local taxes and fees.” On 5/19/Mr***
contacted TDS about the billingOur senior advisor went over the charges,
fees, and taxesThe senior advisor offered a courtesy credit of $off per
month to last 12-months as the customer was not satisfied with the monthly bill
amount
Thank you

Follow up #2:
The TDS
technician completed maintenance to repair the terminal on 1/6/Mr***
is currently receiving the lowest possible rate for the service with the
extended promotional discount which exceeds $15/monthMr*** may send his
documentation about the router and his dispute regarding that to ***

Response to file# ***
Our records show that we
spoke with Mr*** about his dissatisfaction with the internet service on
4/26/and 12/13/At those times, we offered to reduce his service plan to
lower the monthly costOn 3/31/Mr*** reduced the
internet speed
plan and changed his telephone planOn 5/1/Mr*** contacted TDS
againDue to his dissatisfaction with the value of the service, we offered a
one-time courtesy credit of $The credit appears on the June billOn
5/4/TDS issued a notice of disconnection for non-paymentService was
suspended on 5/25/and then disconnected for non-payment on 6/9/The final
bill will be issued in July
TDS
advertises that DSL speeds and availability varySpeed plans are 'up to'
Unfortunately TDS is not able to offer faster internet speeds in MrSpektorov's area at this timeWe have limited our DSL sales to our lowest
tier DSL plan in MrSpektorov’s area until the time we can upgrade the
networkWe have future network upgrade plans as related to Connect America
Fund, but the exact timing of the project has not yet been finalized
Thank you

Response to file# ***
Our records show that Ms
*** ***n contacted TDS about cancelling service on 10/26/She was not
authorized on the account and we advised her that the account holder would need
to contact usWe have no record that Mr*** *** contacted
TDS until
3/17/17 to authorize Tonya Colburn
On 11/16/we issued a
notice for disconnection due to non-paymentThere was no response to this
notice and service was suspended for non-payment on 11/29/Normally service
is permanently disconnected ten-days after failure to pay or make payment
arrangement after a suspension; however, the account erroneously was not
closedWe issued additional disconnection notices in December, January as well
as the monthly bill showing current/active chargesThere are no notes on the
accounts that the customer contacted TDS in regards to theseThe error was
corrected on 2/1/and the final disconnection was processedThe bill dated
2/19/shows adjustments to the date of suspension, 11/29/We issued a
final collection notice on 3/16/17.
To settle this dispute, we
agree to adjust the collection balance for service charges 10/26/16-11/29/16,
which is $The remaining balance is for service charges accrued up to
10/25/The customer owes the remaining balance and may contact the HE Stark
Collection Agency at 1-877-274-to resolve the account balance
Thank you

Response to file# ***
There have been three trouble
reports for internet service troubleOn 10/26/Ms*** *** reported
internet service troubleThe TDS technician was dispatched to testHe
assisted the customer with improving their connectionOn 11/25/the
customer
reported internet service troubleThe TDS technician replaced the modemOn
2/11/Ms*** *** reported internet service troubleTDS Repair asked
her to reset the modem and when that did not resolve the trouble, offered to
set up an appointment for the technician to test furtherMs*** indicated that she would call back to set upIn response to this complaint, on
2/14/TDS Repair reached out to Ms*** to offer assistanceMs
*** declined stating that they were going to cancel service
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The information provided by TDS is false. Providing speeds of to and charging me for is unacceptable. I did schedule an 8:00AM on site meeting with TDS and our IT rep. TDS told me they would have members on site to address my constant Email problems. TDS failed to show up, at 8:I called TDS and one person arrived at 8:45. He was the same person that was on site the prior week and has no know ides why TDS was having constant problems. He said the person who should have shown up and knew the system was busy. During the meeting it was NOT decided that it was a customer problem. I showed the TDS our repeated error messages and they could not explain why their email was not working. The real issues are our constant problems with our TDS email and their lack of professionalism to address the issues. I’m offended that their solution is to blame the customer when in fact the error messages say it’s a TDS problem I’ve asked for a credit three times and they fail to respond*** ***

Follow up:
 
The customer
may request printed bill copies for any invoices that he does not have a copy
and are not viewable via E-Pay. The current account bills are available in
E-Pay going back fifteen months (5/16/15 -7/19/16). We will waive the bill copy
re-print fee as a courtesy.
 
We do bill
for our TV services. It was our error that the TV services that were provided
to Mr. & Mrs. [redacted] did not bill immediately after they were installed. I
apologize for the inconvenience. As previously explained we are happy to offer
a Payment Agreement as it was our error for not billing the TV services which
caused the large back-bill. If the current terms of the Payment Agreement in
place are too burdensome, we would be happy to review and work out a new
Agreement. Mr. [redacted] may simply return the call to our senior advisor [redacted].
She can go over all the billing charges and services on the account. She can
help with working out a solution. I am sorry that this has been so stressful to
Mr. [redacted]. We cannot move forward without a return call to our senior advisor,
[redacted] at 1-608-664-7530.
Mr. [redacted] may also call our Customer Service number 1-888-225-5837
(1888CALLTDS) and ask for [redacted] or another senior advisor if she is not
immediately available.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Response to complaint:
 
Ms. [redacted] cancelled service
on 7/10/17. We shipped equipment return boxes. Apparently they never arrived.
On 7/24/17 Ms. [redacted] called to request the shipping boxes again. It is not
clear why the boxes never arrived. We apologize for the inconvenience....

On
8/17/17 our senior advisor left a message for Ms. [redacted] to contact us to set up
a time that our technician could come by to retrieve the equipment. Ms. [redacted] returned the call and an appointment was arranged for 8/24/17.
 
Thank you.

Response to file# [redacted].
 
Our manager of Technical Operations,
[redacted], visited Mr. [redacted] premises to determine whether we would be
able to serve the location. He determined that with some extensions, we could
serve Mr. [redacted] home. I asked our Consumer Sales...

supervisor to get the sales
process restarted. As this is a unique circumstance, it may require additional
time to process the request.
 
Thank you.

Follow up:
 
There were no false
statements. Mr. [redacted] has been advised of what we need him to do, which is to
test to see if the error persists on other equipment or locations. This is a
necessary troubleshooting step in order to proceed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com: after reading reviews of other providers.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Allan [redacted]

Response to
file# [redacted].
 
It is
industry practice that toll charges, which may include operator and directory
service charges, may be billed up to 120-days after charges are incurred.
Accordingly it is TDS' standard practice to wait 60-days after the final bill
is issued to...

make sure all toll charges have been received and billed before
any refund is issued.
 
Service was
disconnected on 2/26/17, which was after the February bill had been issued on
2/25/17. The final bill was issued on 3/25/17, which reflected a credit
balance. On 3/3/17 Mr. Geer scheduled an E-Pay payment. The monthly recurring
charges are billed one month in advance. The bills show charges with “FROM” and
“TO” dates that reflect the billing period; in the case of the February bill it
showed FROM 2/25/17 and TO 3/24/17. Mr. Geer did not need to pay the full bill
amount as adjustments for the disconnection would be forthcoming on
the next bill; in this case the March bill.
 
On 3/31/17
Mr. Geer contacted TDS about the credit balance and was upset at the refund
interval. He spoke with a supervisor who agreed to make an exception and start
the refund process right away. The check should be arriving by mail by later
this week or by early next week. This dispute was already handled by the
customer contacting TDS and asking for resolution.
 
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please see the attached proof that they are either lying about the promotional offers being mailed to my house (but not the bill) in Austin, or they simply have no idea what their other departments are doing. This is systemic incompetence and/or dishonesty. 
They are still not owning the mistake they made, or allowing me the original offer of 39.99 per month for Internet only. I could only get a promotion if I added telephone or television. I do not want telephone or television--just the original offer of $39.99 for 60mpbs. They should apologize for how they've treated me and try to make amends. They come across as arrogant and have no interest in trying to see if they actually may have screwed up. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Although the rep I spoke with resolved my complaint, the response is totally false, they tried calling me but did not leave me a direct line, I called back and it was the regular customer service line, TDS has very poor customer service and it took me way too much time to reach a simple resolution which was due to their error to begin with. As you can see they have a very poor attitude and this was all caused by their error. I have autopay setup on my one account and therefore it should have never been suspended for non-pay. These guys are beyond belief and have terrible customer service. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Response to file# [redacted].
 
Our technicians have
attempted to assist Mr. [redacted]; however, we continue to conclude that the
trouble is isolated to the customer’s computer or local area network. We have
asked in the past and again recently that Mr. [redacted] log in to the...

problem
email account(s) from a different computer to see if the issue persists. Mr.
[redacted] indicated that he has not done this. The issue may be with the
computer’s browser/software or operating system, which may need to be updated.
A computer specialist may be able to assist with cleaning the computer or
making sure the software is up to date and set up correctly. Our email platform
provider has not been able to replicate the trouble and there are no other
customers complaining of this issue. 
 
Mr. [redacted] has complained in
the past and we concluded then as we do now that the trouble is likely with Mr. [redacted]’s
computer/local network. We cannot find anything with the TDS network or with
our email platform provider’s network that is causing his issues and thus no
credit is applicable.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.TDS will not install 15mb turbo internet in my location.  This is false, try to set it up.  I have received a line test and they said that I could handle speeds that high then I had a job to install the faster speed then TDS called me and said that the local technicians said it can't handle 15 mb, and that  5mb is the most that I will ever get.  They never even came out to my house.  This is exactly the run around that I have been getting for the last year.  They refuse to upgrade my speed but list me as being a faster running area.  This is not a matter of price, they refuse to do it.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Response to file# [redacted].
 
The last trouble report was
on 9/1/17. TDS Repair provided troubleshooting over the phone and had the
customer reset the power on the modem. This resolved the issue. This is a basic
troubleshooting step. In response to Mr. [redacted] concerns, TDS Repair...

called
the customer. Mr. [redacted] indicated he was napping and that he would call back.
We provided the trouble ticket #[redacted] that was opened. TDS Repair can help
with walking him through changing the WIFI channel to figure out the best
channel and offer other suggestions to maximize his WIFI connection.
 
Thank you.

Response to file# [redacted].
 
In regards to Ms. [redacted] claim about being hung up on, that is not accurate. We investigated our contact
center records and found that Ms. [redacted] had called Customer Care/Sales, and
not our Repair department. Customer Care/Sales has business...

hours whereas our
Repair department is available 24x7. Customer Care/Sales is not open on Sunday
when Ms. [redacted] called. Ms. [redacted] must select Repair when calling for
support/trouble reporting.
 
No trouble had been reported
to TDS Repair on 5/1/17. On 5/5/17 Ms. [redacted] reported trouble with cable TV.
On 5/9/17 the TDS technician replaced the set top box. TDS Repair attempted to
follow up and left a voicemail message. There has been no further trouble
report.
 
Thank you.