TDS

[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 ***
Regards,
*** ***

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.You have closed this complaint but I still have not received my refund from the business. I have been waiting for the check to arrive. It has now been almost days since I terminated service with them
Regards,
*** ***

Please see the attached information and response to *** *** ***If she needs to contact the contractor that did work for her she should do soWe do not keep copies of invoices as the owner gets actual bills that come in so we can not be accused of altering bills or adding to them to
profit on our endAll contractors used are self employed and are not employees of Success Realty Inc. Please let me know if you need anything further on our endIt is not usual to have complaints from owners and we do take it very seriouslyWe felt this matter was all address back in June/July when we ended our property management agreement and terminated the listing contract for the sale of their property. She did call me last week out of the blue and I did speak with her and answer her questions she hadAdvised again we do not keep copies of billsShe get originals so we can not be accused of altering billsWe would not need them for our recordsHer monthly statements would show amounts and that is all we would need to have on file for book keeping. Sincerely, *** *** - Owner

Follow up:
I apologize for the dissatisfactory customer service experienceThe complaint was shared with the Repair Service department managersWe are transitioning our Repair Service to entirely in-house employees as opposed to having some of our Repair Service handled by another companyWe believe the level of customer service will be much improvedWe plan to have the complete transition done before the end of the year
We are sorry to lose the customer, but hope to win Mr*** back and improve the level of customer service and network performance in the coming months

Response to file# ***
The terms of the contract are in effectWhen the customer cited chronic repair issues as the reason to cancel the contract, the Sales team conferred with the Repair teamThe repair records did not show any chronic/unresolved issuesIf any troubles
occurred without the customer filing a report to Repair, then we cannot be responsibleOur records show that the customer last reported a service interruption on 4/24/but later called back to cancel the trouble ticket as service was working fineOn 3/19/there was a cable repair completed by AT&TAlso on 3/9/AT&T repaired a wet cableIn March, TDS provided a courtesy credit of $100.00, which exceeds the contract terms for service interruption credit.
Prior to that, there was a trouble referred to AT&T on 12/10/AT&T tested the circuit and found it working and did not report any repairs were made. Prior to that there was a service interruption reported on 2/13/where the trouble was isolated to the customer's computer/router equipmentDespite the fact that we did not have a chronic repair history and just one instance of repeat troubles in March for which we provided a generous credit, the TDS Repair manager agreed to provide a courtesy credit of $toward the customer’s early termination fee
We did receive a porting request for two of the customer’s numbers from ComcastComcast has not yet activated the two numbers requested though the due date was supposed to be 8/13/Should the customer cancel the porting order and retain the service as contracted until the conclusion of the term, then the remaining amount of the termination fee ($1015.51) would be creditedThe term of the contract concludes in The customer may contact their Sales Account manager, Heather Posvistak, at *** *** for any questions or request for any service changes
Thank you

Follow up response:
Late fees apply to past due balancesThis is not an unusual business practiceIt is nothing personalIf there was a problem with payment caused by TDS’ payment system or TDS’ billing issue, we would be happy to credit a late payment feeIf the payment is not made due to a customer’s inability to pay or late payment, it is the customer’s responsibility and they are subject to a late payment fee. When the customer accepts service, they are responsible to pay for itI am sorry that Ms*** is dissatisfied and felt that our reps were not professionalWhen the incorrect spelling of Mr***’s account was brought to our attention, we immediately made the correctionIt is unclear what services were not removed timelyMs*** asked to disconnect service on Friday 5/and service was disconnected on the next business day Monday 6/

Response to
file#
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
incurredAccordingly 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 issuedThe final bill was issued on 11/19/16,
which reflected a credit balanceThe account is now inactive, the last bill
Ms*** will see is dated 12/19/The check was mailed on 12/22/16. The refund is
being processed on schedule; in this case ahead of schedule as 60-days from
11/19/would be 1/19/
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have had trouble with TDS server since September 2016. The error message from my email says "unable to send or receive messages for my account because the server has unexpectedly terminated the connection. This message was received on 11/21/at 5:PM. TDS is still unable to determine what the problem is. They have asked me to send them my clients emails that did not go through which I have done twice. Today 12/1/they have asked me to send the emails go them again. I resent having to share our clients emails with them - I have asked them NOT to correspond with our clients. There should be a better way to resolve the problem without me sending them the same emails over and over again
Regards,
*** ***

Follow up #
Our Consumer Sales advisor followed up with Mr*** to again offer to change his planMr*** declined and is aware that this is his choice though we recommend changing to the Lite plan
Thank you

Response to
file #***
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TDS
advertises that DSL speeds and availability varySpeed plans are “up to”
Unfortunately, TDS is not able to offer faster DSL speeds in Mr***’ serving
area at this timeMr*** may reduce his speed plan to DSL “Lite” (up to
1MB) or cancel DSL without penaltyWe partner with DISH Network and can offer
their dishNet satellite internet service as an alternativeOther alternatives
could include Exede, other satellite or wireless providersI am not aware that
satellite companies are requiring a TV plan with their internet offerings; they
generally offer bundle discounts for additional services taken (TV, phone)I
am sorry that we cannot meet Mr***’ expectation for service at this timeAs
an apology for Mr***’ dissatisfaction we have provided a one month DSL
credit of $There are no current projects to upgrade DSL facilities in
this rural area, but that could change

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. I did not expect TDS to be responsible for our telephone/computer equipment I just wanted to be notified about the potential problem with TDS working with an older phone system If the initial contract would have stated the fact that "older systems" may not be compatible, we could have discussed other options about updating our current system We could have decided to stay with the current set up and avoided all of the extra expense we incurred It comes down to communication
Regards,
*** ***

Response to file #***
TDS has a requirement to follow Customer Proprietary Network Information (CPNI) rules and provide basic account securityIn order for someone to access account information or make changes to an account, we request a PIN or that the customer provides
auto-biographical information to confirm the account authorization if they cannot recall their PINCustomers may send written cancellation notification; however, it seems that Ms*** sent a notification attached to her payment to the Payment Center in Palatine, ILThe Payment Center is not a TDS business office nor TDS company head-quartersWe cannot guarantee that the Payment Center employees will forward on any customer communications included with a paymentTheir job is to process payments, which is done mainly mechanically in bulkWe do have our administrative business office address listed on customer bills where customers may send written correspondence (PO Box Lancaster, WI)Our preference is that the customer calls TDS to confirm proper account authorization and we are also able to provide customers with information regarding final billing
Our records do not show any contact notes from March 13th or 15thOur Customer Service Dept would not have been open on 3/15/(a Sunday)Our records show that Ms*** contacted TDS on March 30th but hung up when she could not provide the account security PINOur records then show that a Chat session was initiated to set up account security, which we cannot do over a Chat sessionThe original PIN was sent on 12/3/A PIN reset was sent on 2/26/
On 5/18/Ms*** contacted TDS stating she had put in a note with her payment to disconnect serviceAn order to disconnect service was placed at that timeOn 5/19/our senior advisor contacted Ms*** and provided a one-month courtesy credit and provided an explanation about final billing
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Response to file#
The dispute was reviewed by
our Sales manager, Kevin K*** He left a message with one of MrD***
employees about the resolution of the disputeThe early termination charges
will be waived and Kevin is processing a credit due to an
apparent
miscommunication with the Sales teamKevin can be reached at 920-882-if
there are any remaining issues or questions
In regards to the porting
orders, on 12/6/and 12/9/we received a request from the new provider for
the Customer Service Record (“CSR”), which supplies the new provider with the
necessary information to build a valid porting orderOn 12/9/the new provider
placed a porting order for eight numbers, which was appropriately rejected due
to an error on the order formThis follows an industry standardOn 12/12/
the new provider requested to port one number and the number was ported on the
new provider’s requested due date of 12/21/On 12/14/the new provider
placed a porting order for nine numbers and the order was rejected due to a
pending order in progress, which was a valid rejection following porting
guidelines/industry standardOn 12/30/we received a valid porting order for
nine numbers for a due date of 1/11/The numbers were ported on 1/11/
Thank you

Response
to file# ***
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 incurredAccordingly 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 issuedThe final bill was issued on 6/19/16,
which reflected a credit balance of $Approximately 60-days from that
date, on 8/17/the refund processing beganIt then generally takes 1-weeks
for the check to be printed and mailedThe refund check will be mailed on
8/29/
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11934518, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The check could have been returned as soon as all my equipment was returned It was returned within business days There is no reason keeping my money when I was never late and have outstanding credit When my bill is late I am charged a fee, so they should have to pay a fee for holding my money for days
Regards,
Lisa ***

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
I find TDS's explanation of how the porting process is carried out within their company to be very convenient and very rehearsedI am positive that TDS has this “information” of how the process works at the ready to provide to their many displeased ex-customers because I have already started amassing said ex-customers for a class action lawsuit against TDS for their shady business practicesI am not questioning what TDS is SUPPOSED to do to process a port request, I am stating that they blatantly impede the process with their disgusting business practices and staff incompetenceI really do not care how TDS’s database works or what information it supposedly records because the biggest issues that we had were with TDS employees giving information to myself and Comcast over the phone and delaying our progressFurthermore, I am familiar with Oracle databases, I have used several versions and one can most certainly purge or edit any information that they have access to and someone within TDS undoubtedly has access to edit/purge any information that they wishThe simple fact that TDS felt the need to point out that information cannot be purged or edited from their system when I don’t recall anyone suggesting that they did purge or edit anything proves that they are covering up having done soTo say that information cannot be edited or purged from any database is either complete stupidity, total ignorance of your own system OR it’s a bold faced lie so any “documentations” or “system date/ time stamps” that TDS has cited in this response are completely irrelevant! Comcast IS well aware of how to contact TDS because they have to do so constantly to try to resolve issues that TDS is causingEvery single person that I have spoken to at Comcast has stated that TDS is always a “headache” (and other colorful language) to deal withComcast did not call TDS on our installation date 12-18-because it was part of their process, Comcast called TDS because TDS still had not properly released our phone numbers and Comcast COULD NOT ACTIVATE our serviceThe Comcast technician was here for an extra hour because TDS, once again, would not cooperate and just release our serviceI told the Comcast technician to remind the Rep he was speaking to that our company is already discussing a lawsuit over TDS’s business practices and then, once again miraculously, Comcast was finally able to activate our new service with themThere should not need to be any further investigations into anything on TDS’s part, because the customer service issues we had alone should be enough for them to be profusely apologizingManagement flat out REFUSED to put me in touch with their corporate office and that is on a recorded phone call with *** ***, Billing Manager, but I suppose TDS conveniently has no record of that call eitherThat call took place between 12-08-and 12-15-15, I had to call so many times that I lost track of who I spoke to on which datesThe simple fact that we are this displeased to the point that we are seeking, not just legal action but a class action lawsuit, should prompt TDS to do something, anything to rectify the matterI run a successful business and can assure anyone and everyone that if a customer was this livid, this insistent that my company had done the things I am stating TDS did, I would be bending over backwards to make things right! It sickens me the way TDS disregards their customer’s complaintsWhy in the world would I go to all of this hassle to report TDS to BOTH the FCC and the Revdex.com AND to seek legal action just to lie about how TDS handled our account?! I have spent hours of my valuable time dealing with this ridiculous situation and I demand that we be compensated for our losses!! We don’t want financial compensation, we just want TDS to waive their final obscenely excessive charges and for none of this nonsense to affect our creditOn that same note, TDS was fully aware that ALL of our services with them were to be disconnected on 12-18-When I called on 01-07-to ask them why I was receiving a disconnect notice on our fax line, I was told that TDS was not aware that the fax line was supposed to be disconnectedREALLY, after all that we have gone through, after all of the people that I have spoken to, after all the threats of legal action I AND the owner have made and TDS still was not aware that our FAX LINE was supposed to be disconnected as well?! It seems pretty obvious to me that TDS will do anything to try to squeeze one last dime out of a customerTDS is gouging us flat out, they have absolutely no justification for charging us $for weeks of service and no made up explanation is going to change thatI will NOT be paying that bill on principle alone! In closing, if TDS really did not purposely give information or impede our switch to Comcast in any way, then they are without a doubt the most incompetent company I have ever had the misfortune of dealing with and that alone should get our final charges waived!
Regards,
*** ***

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.Again, I do not accept a refund from TDS. The only resolution I will accept is to get the service that they advertise and I am paying for each month. This is 15MB Turbo Internet.Clearly, I have communicated that my internet speeds are poor hours a day, every day. All of my neighbors that use TDS have the same issues. TDS keeps refering to a resolution that they are addressing the speed issues for peak times. This suggests that the Internet service on off-peak times should be as advertised. I am not getting the recognition that my issue is not only happening at peak times, but all of the time. At peak times my internet does not even work most of the time.Let's stop making this a complex issue and ignoring the real issue TDS is misleading it's customers about their service, period. TDS admits that they have a peak time issue, but dances around the real issues with their service - over subscription. TDS over subscribes/sells thier service in a market and can not deliver the service they promise. The Revdex.com should be investigating this practice
Regards,
*** ***

Response to file# ***
Mr*** contacted TDS
Account Manager *** Curley in FebruaryMr*** indicated he didn’t like
the Managed IP service; that the cost was too much for him and too complicated
At that time *** spoke with her manager about the contract cancellation
chargesThere was no mention to her of the internet speed concernThe TDS
Sales manager was to call Mr*** who intended to explain the terms of the
contract, but left the company before this was completedI apologize for the
inconvenience*** received an email from Mr*** around weeks agoShe
discussed Mr***’ concerns with her new manager, *** ***She
provided Mr*** with information about contract cancellationThe customer
subscribes to a 3MB internet connection with six ManagedIP telephone lines and
IP telephone equipmentA speedtest result of 2.66MB would be within the
expectation for the subscribed service as there can be speed drop off with a
wifi connections, inside wiring extensions, the number of phone lines being
used at one time, computer equipment limitations, or other physical factors
The last trouble ticket made to TDS Repair was on 3/28/for slow internet
speedThe TDS technician was dispatched to test and found the service working
properlyHe determined that the customer’s computer was the issueOn 1/19/
the customer reported trouble with their fax lineTroubleshooting with TDS
Repair over the phone resolved the troubleOn 1/18/Mr*** contacted
TDS Repair about slow internet speeds and having trouble running Quickbooks
His speedtest results were with the expectation for the speed plan and no
trouble was found with the service
I am sorry that Mr***
is dissatisfiedThere is no indication that the service provided is not working
as designed/soldOur Sales Account team can provide training for ManagedIP
telephone equipment and can work with the customer on service alternativesAt
this time, the terms of the contract are in effect and an early cancellation
charge may applyTo go over the terms of the contract and discuss service
alternatives, Mr*** may contact the TDS Sales manager *** ***
at 865-218-
Thank you

Response to file# ***
Unfortunately, we can make no warranty as to the continuous operation of service as service lines are subject to influences that may require a repairI do sincerely apologize for the service interruption that began on 12/14/and was not satisfactorily resolved
in a timely mannerGenerally most repairs that require our outside line vendor (AT&T) are completed within 24-hours as that is the Performance Measurement to which they must attempt to meetWe escalated to AT&T Repair management due the failure to restore service within this time periodService was restored on 12/16/TDS Repair has provided a courtesy credit of $due to the length of time for the repairThis amount far exceeds the contract terms for service interruption creditAgain, I am very sorry that the customer had this experience
Thank you