TDS Telecom

Response to file# ***
Our senior advisor
Christopher spoke with Ms*** about the promotion and the terms of the
promotion as stated on the flyer that TDS reserves the right to alter promotion
as seen fit without noticeMs*** understood but was not
completely
satisfied
Thank you

Response to file# ***
I checked with our Marketing
manager and this was the first time he received a request to remove Ms
D*** name/addressHe always processes the no solicitation request as
soon as possibleHe removed MsD*** from our mailing listThere may
be a
few mailings that we cannot stop in the next few weeksIt typically takes
about 4-weeks as some campaigns have already been processed for printing and
mailingFortunately, the mailing materials are recyclableI apologize for the
inconvenience
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.
Sincerely,
Anne D[redacted]

Response to file# [redacted].
 
Our Sales representative,
Brett [redacted], was on vacation and not able to immediately return Mr. [redacted]’s
call. Upon his return on 3/15/18 Brett attempted to reach Mr. [redacted]. When he
first could not reach Mr. [redacted], Brett went past his home to...

hopefully catch
him; however, no one was home. He found that the home was for sale. Brett later
reached Mr. [redacted] who confirmed that his house is for sale and that was the
reason for cancelling the registration. Our website explains the fiber
registration and timeline for the specific neighborhoods. Mr. [redacted]’s
neighborhood needed additional households to register and if approved launch
would be in July 2018—construction had not yet started in that neighborhood. As
explained in the Registration terms and conditions, if there is not enough
interest, then we may not launch in that neighborhood and then the registrants
are refunded their registration fee. That was not yet the case for Mr. [redacted]’s
neighborhood. However, any customer who is upset and wants to cancel their
registration, we will work with them for a refund. If the refund request is
within the first 120 days it can be refunded to the same payment method used to
register. If beyond that timeline, then we provide a refund with a bank card.  Thank you.

Response to file# [redacted]
 
On 12/30/15 DSL and [redacted] were suspended for non-payment. On 1/2/16 the customer made payment to restore service. This covered the balance reflected on the November bill, but not the December bill’s current charges, which became past due after 12/27/15. On 1/8/16...

TDS issued a new past due collection notice. Payment was due by 1/21/16 to keep service active. On 1/15/16 TDS Financial Services made a reminder call and spoke with Mr. [redacted] about the upcoming suspension. Mr. [redacted] indicated he would call back to set up payment or payment agreement. No further payment was received and on 1/25/16 DSL and [redacted] were suspended for non-payment. On 1/27/16 Mr. [redacted] contacted TDS for a billing and payment explanation. Unfortunately Mr. [redacted] did not accept/understand the explanation about how the payment partially applied to the collection agency referral (the adjustment amount reflected on the January invoice is a collection agency referral). He asked to disconnect all services. The $200+ payment portion is indeed accounted for and was applied to the collection agency balance. The customer still owes payment for the December and January bills. The February bill was processed prior to the disconnection of services and reflects charges which will be adjusted with the coming March bill for the service disconnection. It also reflects an additional portion of the past due balance referred to collections agency. Please note that [redacted] will handle final billing adjustments directly for their services. Mr. and Mrs. [redacted] may contact TDS at [redacted]) in regards to the monthly billing, payment, and collection procedure. The Payment and Adjustments Detail on the bill reflect the amount of the collection agency referral. This is a part of the overall past due balance owed for service provided.
 
Thank you.

Response
to file#
 
It seems
that Mr. [redacted] had a mi[redacted]derstanding that the wiring that serves his
apartment needed to be removed or changed to be able to receive another provider’s
service. Our technician spoke with Mr. [redacted] and let him know that Charter’s
wiring is...

different and there would be no overlap of service. The Charter
service was installed on 11/15/17 and the TDS service was subsequently
disconnected.
 
The
service that Mr. [redacted] received was by TDS’ acquisition of [redacted]
Utility) and his existing [redacted] service was converted to TDS’ billing. The TDS
network is not yet in place at this location. In December or January, TDS
products will be available at his apartment building. Until we migrate all
equipment and network elements, we were not able to upgrade or change the service
at this location. It appears that there was some miscommunication about that
and for that I apologize.
 
Thank
you.

Response to file# [redacted].
 
Mr. [redacted] only very recently
bundled his DISH Network service with his TDS account. There are no notes or
other indication that Mr. [redacted] had previously asked to do this. By bundling an
eligible DISH plan with the TDS account, a $5.00/month discount...

applies. Mr.
[redacted] indicated that his grandson filed the complaint and he wasn’t certain
the reason for it. Mr. [redacted] was satisfied with the explanation that his upcoming
December bill would show the DISH Network bundle billing and bundle discount.
 
Thank you.

Response to file# [redacted].
 
The customer’s billing
account had not yet been finalized when they attempted to set up their online
account. It appears that was the reason for the issue. Shortly after the billing
account was finished being set up on 11/8/17, our Repair senior...

advisor
verified that this cleared the error. We apologize for the inconvenience.
 
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.
Sincerely,
[redacted]

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 understand TDS' policy is to take up to 60 days, but I returned all of the equipment promptly, and there was no way I could have had a charge 2 billing cycles later.  It would be good customer service to not wait until the last day to send the refund, especially since it was $150+.  I also agree that I could have cancelled the auto-pay, but the assumption was that if I cancelled my service, why would they need to bill me again just to hold on to the money.  As they stated, I cancelled in Sept and they didn't send a refund until 3 months later.  They didn't have to wait for my monthly payments, and they didn't have to wait for me to return all of the equipment.

Follow up response:
I have asked our senior advisor, [redacted], to reach out again to [redacted]. He may contact [redacted] directly at...

[redacted] will be happy to go over all the accounts, payments, amounts still due, and help with any payment investigations that may be needed. If a payment was made and misapplied, then we may need some payment documentation to research this. I understand that it may be confusing--all of the account activity, but at this time we still have unpaid balances in those other accounts that need to be resolved in order for [redacted] and [redacted] to retain their current services. If there is a call record that needs to be reviewed, [redacted] can assist with that if needed. [redacted] must respond to [redacted] for this conversation to be productive.

Response to file# [redacted].
 
On 1/6/17 the TDS technician
isolated the trouble to Mr. [redacted]’s computer equipment. Prior to this, the
technician had completed a port change and other troubleshooting steps to test
and optimize the connection. TDS advertises that DSL speeds and...

availability
vary. Speed plans are “up to”. At any time, Mr. [redacted] may reduce his service
plan or cancel without penalty.
 
Thank you.

Complaint: We have all comformation numbers on payments.  Need call pulled
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/21) */
Response to file# XXXXXXXX.
Mr. [redacted] cancelled service prior to the completion of the two-year service agreement term. At the time of the sale Mr. [redacted] completed a Third Party Verification (recoding available upon request) agreeing...

the term and an early termination fee. For agreeing to keep services for two-years with TDS, the customer received a $400.00 Apple gift card. TDS does not advertise that we offer national service and the agreement was for service at the Monticello address. As Mr. [redacted] retained the $400.00 Apple gift card, an early termination fee applied. As a courtesy, we agree to provide a credit of $150.00 (with tax the credit total is $164.81).
Should Mr. [redacted] have any question about his final bill he may contact TDS at 1-888-225-5837 (888CALLTDS).
Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. It typically takes 1-2 billing cycles to process toll charges as they
are always billed in...

arrears. 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. The final bill was issued on
10/22/16, which reflected a credit balance. The account is now inactive, the
last bill Mr. [redacted] will see is dated 12/22/16. The refund check was mailed on
12/29/16. 
 
Also,
as an E-Pay subscriber Mr. [redacted] could have stopped his auto-pay for the
September bill amount to avoid over-payment. Bills are issued on a monthly set
schedule. The monthly recurring charges are billed one month in advance. Usage
is billed in arrears. The bills show charges with “TO” and “FROM” dates that
reflect the billing period. Unfortunately, the actual disconnection occurred
after the September bill had already been issued. This caused additional time
from Mr. [redacted]’s perspective for the refund to be processed. From our
perspective, the refund was handled on schedule. I can certainly understand Mr.
[redacted]’s desire to get his refund as soon as possible given the amount of his
over-payment.
 
Thank
you.

This ISP is the worst. If you live in the Bainbridge/Roachdale area it is essentially your only option for internet unless you use a satellite provider which is just as slow and is subject to weather. However, if you live 20 minutes away from this area you can get speeds 10x faster or more. I called to complain about not getting the actual speeds I pay for (5mb down/ .5 up). They transferred me to a tech rep and after about 20 minutes of waiting for him to do tests he told me that the problem wasn't on my end but the ISP's end and that their equipment was the problem. I asked when it would be fixed and he said that it could take up to a year for them to upgrade their equipment and that I could do nothing but wait! My speeds fluctuate immensely from 5mb download to virtually nonexistent for no reason. (Ex: speed test results will be 4.5mb DL one minute and the next they will be 1.2mb DL) This ISP needs to upgrade their equipment and be on par with other ISP's close to the area. The only reason they are still in business is because there is literally NO OTHER OPTION or else the whole town would switch to something more reliable. Half the time I can't even load a simple video on youtube without having to buffer for longer than the video actually is. Absolutely unacceptable.

Internet has been going out all week and they refuse to issue a credit or put a real effort into fixing the problem. If I had any other provider as a choice I would switch tomorrow.

Response to
file# [redacted].
 
On 7/26/17
Ms. [redacted] reported internet service trouble. On 7/27/17 the TDS technician
completed a repair.
 
In regards
to speed options, at this time TDS is not able to offer faster internet plans.
TDS advertises that DSL speeds and...

availability vary. Speed plans are ‘up to’.
We have future network upgrade plans for Ms. [redacted] area as related to the
Connect America Fund program; however, it is in the very early stages of
planning and we do not yet have a timeline established for an engineering
project. Customers may sign up for updates about the broadband
projects at [redacted]
We partner with DISH Network and can offer their dishNet satellite internet as
an alternative.  Other alternatives could
include Exede, other satellite or wireless providers.
 
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 would have be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Response to file #[redacted].
 
TDS advertises that DSL
speeds and availability vary. Speed plans are “up to” and not guaranteed.
Fortunately, the Savannah area is benefiting from a grant with the New York
State Broadband Program to upgrade the broadband network. The project is in...

the
early stages of planning and we do not yet have an estimated completion date of
the project other than we hope to have the grant projects completed by the end
of 2018. In the meantime, the options are that we can reduce the customer’s
plan to DSL “Lite” or the customer may cancel DSL without penalty. Alternatives
could include satellite or wireless providers.
 
Thank you.