Pend Oreille Insurance Services, Inc.

Response to file# [redacted].
 
Since TDS acquired Baja Broadband,
TDS Engineering has doubled network capacity twice in Hobbs. Demand continues
to sky-rocket and we have a very large network project in place to upgrade
equipment to improve service. Unfortunately this project, which...

we had
originally targeted to have completed last year, has been delayed due to
unforeseen issues. We are very close to completion of the project. The final
testing was to be completed last week; however, some issues were found that
need to be resolved before the turn up can be completed. We hope to have the final
bugs worked out by next week. I apologize for the inconvenience. TDS has
provided a credit of $96.07 which the customer will see on their upcoming bill.
 
Thank you.

Response to file# [redacted].
 
DISH Network service is
reliant a direct Line of Sight (“LOS”) for their satellite in order to be able
to offer their service; it seems that there may be a LOS issue at Ms. [redacted]’
location. We were not able to offer a “Triple Play” promotion without...

the DISH
bundle; however, we have provided “Double Play” internet and voice plan
discounts. Ms. [redacted] received a two-year internet promotional rate that
concluded in June of this year. She received the “Five Star” bundle discount
initially at service commencement on 6/1/15, until 10/4/15 when she downgraded
the voice plan to “Three Star”. She is again receiving the “Five Star” bundle
discount ($10 off for 12-months) as of 4/14/17. There is no quote for $60.00
for bundled services and no quote for $90.00 for internet; those rates are not
accurate. Also, the rate for Data Only internet is not $40.00. Data Only plan
would be $59.95/month plus $6.95/month for modem. We have no record of any
request to change service.  On 9/26/17
Ms. [redacted] contacted TDS and our senior advisor went over her account in
detail.
 
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.The TDS personal that were on site found that it WAS NOT my equipment and [redacted] in TDS's tech support also told me that the TDS problem IS NOT a band width issue as you previously.  Jason told me the max we have used is .6 Meg of our 3 Meg system.   Until TDS stops blaming its customer, stops lying about the facts of the situation and starts focusing their own problems nothing will get resolved and this ongoing problem of about 1 year will continue.  TDS's customer service and lack of accountability is completely unacceptable and I’m truly amazed that are still in business. The only reason we still use TDS is because they are the only provider on our street. Attached are some of the error messages stating it's a TDS problem. Regards,
[redacted]

Response to
file # 11948703.
 
TDS
advertises that DSL speeds and availability vary. Speed plans are ‘up to’.
Unfortunately, TDS is not able to offer faster speeds in Mrs. [redacted]’s area
at this time. It is not a question of distance in this case as their home is
well within...

range of the remote switch location. Another ‘box’ is not the
issue. The cost to upgrade the network can be cost prohibitive without support.
Connect America Funding (“CAF”) will help upgrade the broadband network in the
[redacted] area. There is no guarantee nor any specific information at this time
about this project or the project timeline. The options are that the [redacted]s
may reduce their speed plan or cancel DSL without penalty. TDS partners with
DISH Network and can offer their dishNet satellite internet as an alternative.
Other alternatives could include Exede, other satellite or wireless providers.
As an apology for the customer’s dissatisfaction, we have added a credit of $64.83.
I am sorry that we cannot meet the
customer’s expectation for service at this time.
 
Thank you.

Response to file# [redacted].
 
On 9/15/16 Mr. [redacted] changed
his service plan to include Catch TV, which includes a pricing change for the media
player equipment, DVR service, and advance modem that is required for it. The
current recurring charge (before taxes/fees) is $100.94....

This includes the
promotional discounts. Mr. [redacted] still
receives the internet promotional rate of $29.95/month. The current bill shows
pro-rated charges for the start of service, the changes made to service, and
the full monthly charge for the current services. If Mr. [redacted] wishes to
reduce his services to reduce his monthly bill amount, our Customer Service
team can assist with that:  855-696-8368.
We also had provided credits that total $10.74 for the service delay/interruption.
The credit will appear on the upcoming invoice.
 
Thank you.

Response to file# [redacted].
 
On 11/17/17 we issued a
collection/disconnection notice. The payment due date to avoid suspension of
service was 11/30/17. On 11/27/17 Ms. Worlds contacted TDS Financial Services
to request a payment extension. We agreed to the extension for payment of...

the
past due balance by 12/15/17. On 12/13/17 Ms. Worlds called in to disconnect
services. She wanted to speak with a supervisor, and spoke to Jeremiah. Ms.
Worlds indicated that she did not intend on making any payment with the current
payment extension. The order to disconnect service was placed as requested. On
12/27/17 Ms. Worlds called in to request a payment arrangement for the final
balance. We do not provide deferred payment agreements for an inactive or final
account nor are we required. Our records show that the advisor believed that the
customer had hung up. I apologize that the call dropped. We do not hang up on
customers. The final bill will be issued on 1/16/18. We will issue a final
collection notice before a collection agency referral is made. 
 
Thank you.

TDS was notified of move on April 20,2017.  They continued to bill even after they were notified by the post office on July 21, 2017 (as stated by Pat, TDS employee) that we had moved.  They do not service the area we moved to and are aware of this.

Response to file# [redacted].
 
We do not guarantee that all networks
will offer online content. We provide the following disclosure on our TV
Everywhere webpage https://shop.hellotds.com/tv/tv-everywhere.html
:
 
TV Everywhere
requires TDS online account credentials and...

Internet access. Customer receives
TVE access to channels in their TDS video subscription. Type and amount of
content available for each network is determined by network, and subject to
change. Use of parental controls can restrict or filter programming available
 
A list of featured networks
is available at http://watch.tds.net/networks . Fox News and Fox
Business are on that list.
 
I checked with our Product
Management team to see if there have been any known issues with Fox providing
online content. They informed me that Fox had shut down content on their portal
temporarily to resolve an issue with their player. The customer should be able to
use his TDS credentials to log in directly to Fox News and Fox Business News at
http://www.foxnews.com/go.html
.
 
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.I still do not have a final bill notice outlining what is owed to me.
Regards,
[redacted]

Response to file# [redacted].
 
Our senior Repair advisor
attempted to reach Mr. [redacted] multiple times to discuss his service
concerns and left a voicemail message. At this time, Mr. [redacted] has not
returned the call. The last trouble report was on 6/7/16. The TDS...

technician
tested service and found no trouble with the line; he adjusted levels with the
customer’s router. Approximately a month ago TDS Engineering has completed a
large network improvement project and there is an additional network capacity
project that is nearly complete for the Wellington area. As an apology for Mr.
[redacted] dissatisfaction we have added a one-month credit of $59.50. Should
Mr. [redacted] have further question or service concerns, he may call 1-855-242-1348.
 
Thank you.

Response to file# [redacted].
 
The TDS technician was dispatched
on 12/12/16 to test the service. He found no line trouble. Our senior Repair
advisor followed up with Mr. [redacted], who completed a wired speed test (wifi
speedtests are not accurate), which was more successful. He is...

monitoring the
service. Our senior advisor is continuing to follow up to check on network
capacity. Our records show that we are providing a 30% discount for a year effective
11/29/16. The customer signed up with a 30% one-year new customer promotion.
Mr. [redacted] may also cancel without penalty at any time.
 
Thank you.

In response to Mr. [redacted]’ continued concerns, we have been trying to reach Mr. [redacted] to assist him further. Our Consumer Specialist advisor [redacted] left him a message providing her direct contact number and has not yet received a return call. She can walk him through the steps to set up auto-pay on the second account if he still needs this assistance and help him with any other questions that he may still have.   The payments are directed to the account for which the auto-pay is set up. Each account has an individual account number and payments are directed by the customer either via auto-pay arrangement for each account or by check with the paper remittance slip. We made an error with applying a business account’s payment to Mr. [redacted] account. We corrected this within the same bill cycle and we apologize for the confusion with that. When Mr. [redacted] needed his payment that he wished applied from one account applied to the second account, this was done as requested. I am sorry that our Customer Service team did not do a better job of providing an explanation about this nor did they not make sure that he had his second auto-pay account set up for future payments. We cannot set up the second auto-pay account for Mr. [redacted]. I am sorry that we cannot do that for him and that we did not meet his expectation to be able to pay both service accounts with the same auto-pay account.

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.
Why are you making this so ridiculously difficult? I will send a receipt to the suggested email, and I fully expect reimbursement! However, the problem still remains, I am being charged for a service I am not receiving and you are the only possible provider at the time! My internet is still slow and spotty at best and it wasn't this way a little over a month ago! You have done nothing for me, and nothing has been fixed. Sending a tech to the house has accomplished nothing, as the problems are all internal to TDS, and that is what every tech has told me! I should not have to pay single bill until such time that my service is actually reliable again!
Regards,
Adam [redacted]

Response to file# [redacted].
 
The new service provider is
responsible for placing the order to port the numbers that the customer wishes
to retain. The new provider requested three numbers: [redacted], and
6182. We processed the porting order as requested. When we were made...

aware that
the customer wished to port one of the disconnected numbers that was not
ported, we reactivated the number and set up the Remote Call Forwarding. The
new provider requested a due date of 4/27/15 and we ported as requested. As
previously explained, as a courtesy we waived the early termination fee, which
mostly comprised of the $750 installation fee that was originally waived for
agreeing to a service term. This fee was not billed. The customer is
responsible for the charges for the services used.
 
Should
Mr. [redacted] have any further questions or concerns he may contact [redacted]

Response to file #[redacted].
 
TDS Telecom is aware of customer discomfort in select market areas that
have not yet been upgraded beyond DSL. 
We have thousands of customers on future-proof fiber optic networks and
have deployed bonded-copper solutions to deliver high speed...

internet in markets
across the U.S.  TDS was assisted in this
effort by funding from the American Recovery and Reinvestment Act (ARRA), in
which we received $136 million.  With TDS
investments of more than $31 million TDS was able to complete all 44 projects
within the allotted timeframe and today more than 20,000 households enjoy high
speed internet as a result.
 
Due to high expense in rural areas, we have not fully completed upgrades
to every market we serve, however;  a
major initiative is now in progress to reach our remaining markets using our
own funds in addition to those received from FCC –ACAM and state grants, which
we’ve worked diligently to apply for and receive.  TDS Telecom has elected to receive funding to
expand and improve our internet service in 25 states, including Georgia. 
Upgrades in the Nelson-Ball Ground and Blue Ridge areas are expected to be
completed by the end of 2017, with some projects completing in early
2018. 
 
Until the upgrades take place, some customers may continue to see
periodic slowdowns.  The speed issue some
customers may be experiencing could be caused by many different factors, such
as heavy internet use in the area.  This
may be caused by video streaming, the extent of which was not anticipated when
the network in the customer’s area was constructed.  We are aware of the issue and taking steps to
upgrade much of our network for as many customers as we can.
 
TDS advertises that High-Speed Internet availability varies and speeds
shown may not be available at all service addresses. Actual speeds experienced
by customers vary and are not guaranteed. 
Speed ranges are expressed as 'up to' to represent network capabilities
between customer location and the TDS network. 
Speeds vary due to many factors, including: distance from switching
locations and external/internal network conditions.
 
Information about some of the work being done is available at tdstelecom.com/networkupgrades.  Customers can enter their address for an
update as well as sign up to receive quarterly updates via email.  Customers also have the option of choosing
another package from TDS or to disconnect their services without a termination
fee to move to an alternative technology such as wireless or satellite.
 
Thank you.

Response to file #[redacted].
 
Our records show that Ms.
[redacted] signed up for service via our website. She selected a promotional bundle
with a two-year term and in return for the term commitment, she received a
HD-TV for $0.01  and a promotional...

discount.
 
The promotion reads on the
landing webpage for the bundle promotion: 
” Get a Brand-New
50" HDTV for 1¢ with a TDS TV Bundle (with 2-Year Agreement)! ”
 
The customer selects their service bundle plan to proceed then it comes
to part of the order where it provides information about the installation
waiver (a part of the promotion). At the top, that page states “ Order a TDS TV Bundle with Internet and phone.
You’ll save $25/mo. for one year and receive a brand-new 50” HDTV for just 1¢
with two-year agreement. It will be great for watching all your must-see shows,
sports, and movies. ”
Near the bottom of the page, it states “ 2-Year Commitment ”
and “ A commitment is required to order this
bundle. You’ll save $25/mo. for one year and receive a brand-new 50” HDTV
for just 1¢ with your two-year commitment.
”  In order to proceed, it requires the person filling out the web order to
select a box marked as “ 2-Year
Commitment I agree to keep my services for 2 years ”.  If you fail to click the box and try to
proceed, a red highlighted notice comes up to remind the user to select and try
again. Once you click the agreement box, you may proceed with ‘Add to Cart’. It
then summarizes all the items on the order (including another reminder about
the 2-Year Commitment) and then you may begin Checkout.
 
Further there is a disclaimer about the promotion on each page as you
maneuver through the web order process (this information is also on our print
marketing materials):
 
“ TDS TV 1¢ HD TV w/ $25/mo. discount offer
expires 12/31/17:Offer valid for residential customers who complete
a qualifying TDS TV Bundle with high-speed Internet and phone with a 24-month
agreement. Internet and TDS TV must be newly added services to qualify. $25
discount is for 12 consecutive months. After promotional period, standard rates
apply. Professional standard installation is for up to three set-top boxes and
residential gateway. Other wiring, installation, and equipment charges may
apply. If customer terminates the bundle or any individual service that is
part of the bundle, discounts are void and $400 early termination
fees (ETF) will apply. Customer will pay, in one payment, 1¢ plus tax, for
the TV. Allow up to 8 weeks for delivery after all services are installed. TVs
are available while supplies last. TDS reserves the right to ship different
brands, of like value, based on inventory. Offers not available in all
areas, subject to change without notice. Certain restrictions apply. Customers
who previously took advantage of a TDS TV bundle promotion and those with
delinquent accounts are not eligible. May not be combined with other bundle
promotions. Prices do not include federal, state, or local taxes and fees. Other
terms and conditions apply—see www.tdstv.com/tvterms.
”
 
Our senior advisor obtained
the web order information from 12/28/15 at 12:30CST, which confirms the 2-year
commitment agreement was completed. She sent Ms. [redacted] a copy of the order
summary. The terms of the promotion are in effect until 1/5/18.
 
Thank you.

[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.  I will accept the amount that they have provided to close the account and contact the collection agency to resolve the balance.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards, >a 1 month credit ? 6 plus years of DSL & was told las dec . that box down the road would be fixed this year . sorry . not good enough. 
[redacted]

[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]

[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]