TDS

Response to file# Upon review of trouble history, there was one trouble report in for a noisy line issue, no trouble reports in 2015, and one trouble report on 11/1/about internet speedTDS Repair tested the connection and verified the speed was fitting with the service subscriptionThere was no inquiry with TDS Sales about internet service optionsOn 12/7/the customer ported to AT&T thereby cancelling service with TDS Katie [redacted] indicated that while she the account manager for [redacted] through February 2016, that she had no previous conversations with the customer about slow data speeds nor did she receive any inquiry about internet upgrade optionsShe indicated that it was inaccurate that the only option offered was a 5-year term and the customer’s assertion about the termination fee is inaccurate as well Had it been requested at the time of the sale, we would have offered a shorter contract termThe early termination fee calculations are clearly stated on Item of the contractWe have no record that Mr [redacted] contacted TDS to inquire about the terms of the Service Agreement before cancelling the contractIf services need review during the course of the contract term, we would void the existing term agreement if the customer moved to a new plan with TDSThe current account manager, Deana [redacted] , indicated that she would refer a customer to Repair to test the connection first if there was a complaint about slow internet speedShe did not hear from Mr [redacted] again until she received an email on 1/12/about the reason for switching to AT&T and his claim about the contract and termination fee calculationThe early termination charge was calculated correctly based on the terms and conditions of the Service AgreementOn 1/26/our Business Sales & Service advisor provided an explanation of the fee amountThe customer had service with TDS for approximately 10-yearsA new contract was executed in December and was in effect through December Thank you

Response to file # [redacted] TDS advertises that DSL speeds and availability varySpeed plans are “up to”Since Mr*** is not satisfied with the speeds received with his current plan, we recommend that he change to the Express DSL planMr [redacted] may cancel DSL without penalty I am sorry that Mr [redacted] is not satisfiedTDS’ Broadband Capacity team regularly reviews the network to determine whether a project is needed Thank you

Follow up: Yes, the industry practice for third party toll charges, which may include long distance toll, directory and operator services may take that long to processUsage charges are always billed in arrearsTypically most usage charges are captured for billing within 1-billing months, thus we process the final billing refund (if there is a credit balance) at by no later than the 60-day mark of the final bill dateIn this instance, we issued the refund check at 33-days from the final bill date (11/19/– 12/22/16)Billing runs on a monthly cycle, on a set schedule, and if someone disconnects service two-days after the monthly bill has been issued (in this instance the bill date is the 19th, and Ms [redacted] cancelled service two-days later on 10/21/16), then the final bill date is the next month’s bill11/19/was Ms***’s ‘final bill’The last bill is issued as soon as the account has become inactive after the account is cleared to $The December bill was the last bill Ms [redacted] will seeCustomers who know they are cancelling their service may withhold payment until they receive a final bill that reflects adjustments for the cancellation of that service Then they will know the final amount needed to pay and not over-payOr customers may contact our Customer Service department to ask for an estimated pro-rated final bill amount and we would help with the calculationOur bills clearly reflect the dates the charges apply with a “FROM” and “TO”

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 belowTDS still refuses to make things right with any of their customersInstead they request they drop their speed, those customers that do still do not get the speed they are paying forThere is no sense in such shameless practices when you are providing a vitally important service to so many people [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Response to complaint: On 10/13/the customer reported poor wireless connection throughout their homeWe explained the limitations of wireless connectionsThe TDS technician tested the internet connection and spoke with the customer about getting a wireless booster or a different router On 11/20/Mrs [redacted] contacted TDS about relocating some wiring inside the home and placed an order for the TDS technician to complete this workIn response to this complaint, TDS Repair contacted Mrs [redacted] to discuss wireless limitationsMrs [redacted] indicated she would look into another router to use to get a better signalOn 12/19/Mrs [redacted] contacted TDS Repair for additional support about wifi 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 belowTDS stated I declined to give them a forwarding address, which in part was true, I told them I was retiring and living in a RV and had no forwarding addressThe address I am using at present is my sisters address, but will not be there after the beginning of SeptIf refund is not received before my departure it is uncertain when I will be able to receive this refund, and if they put a deadline on cashing the refund which is customary, I will likely loose the money they owe me [To assist us in bringing this matter to a close, we would like to know your view on the matter.] 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.TDS would like it to seem that they take care of our needs, fixing problems quickly, and all is well This is not the case It is not a simple disruption of service, as if we were a residential customer missing our tv shows We are a business that has lost money due to TDS's faulty phone and internet service, slow or no show repairmen, and poor customer service We had to deal with multiple days and multiple hours of no phones or internet to contact our clients If we can't make appointments, we can't make money Of course they don't take responsibility for the day we called for service repair and they never showed up, or the day they showed up hours after we closed Then we got to deal with service that would go out for 2-hours each day between 12pm-1pm and come back on from 2pm-4pm Forgive us if we didn't wait on hold for minutes, trying to call in a service problem, then wait for a repair man that won't show up each day we were out of service Trust us, this went on for days in March! Look deeper into your repair files, all the dates are there and reported when we did call! One day in December, six days in March, and one day in April is considered a chronic problem, despite your "generous", "courtesy" credits that you try to sweep the issues under the rug with How about the $early termination fee you are charging, despite our service interruption problems? How about the $20, we've spent on your services throughout the years? This is all topped off with an unpleasant account manager we didn't even know we had and her boss, that "can't do anything for you" $20K and they can't do anything for us, other than charge us more moneyTDS needs to focus on the quality of customer service and quality of their products, not the obsurd, retroactive termination fees they come up with, once you finally figure out their service is terrible and you look elsewhere 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 The TDS technician that I spoke to on Saturday confirmed that our area did not the capacity needed to offer this service She specifically did some diagnostics on our modem and said that was clean, but that it was the area that did not have the capacity to support the turbo offering I have checked with others in my area, and they too have been having this problem where the service is super slow and is impossible to have more that one device working at a time I am also disappointed with TDS as when I spoke to them on Saturday, they assured me someone would call me Monday (10/19/15) and it is now Friday, 10/23/15, and I have yet to hear from them on the ph# that I provided to them I really think they do not have this ability to offer this service, and yet myself and other customers are paying for it Regards, [redacted] ***

Response to file# [redacted] Our records show that Mr [redacted] contacted TDS on 4/27/to cancel TDS voice and DSL serviceThis was the day following the dishNet installation (4/26/15)TDS provides bundled billing with DISH NetworkThe 5/22/bill from TDS shows disconnection of the TDS services and the installation of the dishNET service as of 4/26/As one of the TDS lines being disconnected was used for a business and had monthly advertising charges, there was a lump sum charge for the remaining directory advertising chargesWe provided a final billing explanation to Mr [redacted] when he contacted TDS on 6/1/On 6/18/TDS issued a final collection noticeOn 6/22/Mr [redacted] called TDS again about the final billing and questioned the DISH Network chargesOur senior advisor went over in detail the charges on the final billWe checked with DISH Network to make sure that there had not been any duplicate billing with their direct billing and the bundle billing with TDSWe verified that DISH transferred a credit balance of $for the time period of 4/29/15-5/21/onto his directly billed DISH accountAs of the June bill period the DISH Network account began direct billing and the bundle billing with TDS ceasedOur senior advisor followed up with Mr [redacted] and he could not recall seeing the credit but promised to review his bills when he got homePayment in full was made on 6/25/Should Mr [redacted] need further assistance he may contact TDS at [redacted] Thank you

Response to file # [redacted] On 1/23/the TDS technician was dispatched to address an internet service issueThe technician reconfigured the splitter to address the issueOn 1/26/the TDS technician returned to address an intermittent connectivity issueThe technician replaced the additional outlet cable line to resolve the issueTDS Repair provided a $credit for the issues Thank you

Follow up response: I am truly sorry that MsKeener is not satisfiedThe only option we have at this time for faster internet is to offer dishNET satellite internet serviceTDS partners with DISH NetworkAs previously mentioned, Ms [redacted] may cancel DSL without penalty

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 needs to change their business practice or notify customers that they plan to keep their money for -daysThe billing department needs to be educated that the policy is days if that is the policy, or is it 60-90? You know how I don not knowBecause I was never informed, that is whyI want my money now or the interest that TDS is collecting on my money for the days they plan to keep it hostage without notice Regards, [redacted] ***

Response to file# [redacted] There is some conflicting information that has caused us some concernIn February, our notes indicate that Ms [redacted] contacted TDS to set up service and explained that [redacted] was her uncleShe sent us a copy of her ID at that time and we declined to offer her service due to past debtMs [redacted] may pay the uncle’s collection balance ($409); I apologize if it was communicated that she could notThe uncle’s account has been referred to a collection agency: the HE Stark Collection Agency 1-877-274-The uncle’s account was disconnected for non-payment in AprilThe landlord’s note that Ms [redacted] sent to TDS indicates that Ms [redacted] was in residence at least as of FebruaryAdditionally, Ms [redacted] ’s ID that she sent to TDS in February and issued in October has the Clydes Hollow Rd address (the uncle’s address and the address which Ms [redacted] requests service)The ID Ms [redacted] sent more recently has a different address and was issued in This appears to be an old ID and not her current oneAt this time we will not offer any non-basic services such as internetWe can offer basic local telephone only until this past account issue has been resolved Furthermore, I notice that Ms [redacted] has two past accounts with TDS that went to collections (606-374-and 606-374-5474)These accounts are old debts that were a part of a ‘debt sale’ and thus would not affect the current request for service due to age Thank you

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 incurredAdditionally, there may be charges for unreturned equipment (ex modem) if applicable that are also billed in arrearsIt is TDS' standard practice to wait 60-days after the final bill is issued to make sure all final charges have been received and billed before any refund is issuedThe final bill was issued on 8/1/17, which reflected a credit balanceJust short of 60-days later, the account was inactivated and the refund processedThe refund check was mailed on 10/5/ 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 Regards, [redacted] ***

Complaint response for [redacted] file# [redacted] TDS advertises that DSL speeds and availability varySpeed plans are "up to"TDS Engineering has a project well underway to upgrade equipment to improve Internet service in Mr [redacted] serving areaThe project is expected to be completed in approximately a month TDS had been providing Mr [redacted] discounts due to his dissatisfaction with the DSL speedsThe total credit given over a year was $Unfortunately MrPowell cancelled service with TDS on 2/20/We hope that MrPowell will give us another try after the project completionShould Mr [redacted] come back to TDS, we would like to offer no-risk; he may cancel without penalty if he is still not satisfied with the service (note about this offer in prior account # [redacted] ) Thank you

Follow up # Again I am sorry Ms [redacted] is dissatisfiedOur records show that we offered DSL “Lite”Subsequent to the order being placed for “Lite”, the distance issue was found to be a problemThough it took additional effort and delay, we did install the DSL “Lite” service“Lite” was offered and is now providedWe cannot offer a faster speed plan than thisThe only alternative we can offer is dishNet once the past due balance is resolved

Response to file# [redacted] ?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" / The Stark Collection agency cancelled the collection referral as they determined it was not worth pursuingThe final amount of $is accurately billedIt is for TDS services provided through 9/12/and DISH Network charges through 10/3/DISH Network charges are passed to TDS by DISH Network for bundle billingDISH Network would handle any adjustments as necessary when the bundle billing is cancelled with TDS Mr [redacted] had paid his August 7th bill amount covering dates 8/7/14-9/6/(and 8/4/14-9/3/for DISH)Mr [redacted] disconnected TDS service on 9/12/ When service is cancelled an adjustment is made to the date of disconnection on the subsequent bill for the services provided by TDSDISH Network charges are handled differently The September 7th bill showed full month charges covering dates 9/7/14-10/6/(and 9/4/14-10/3/for DISH) The October 7th bill showed adjustment for the TDS charges covering dates 9/12/14-10/6/(and a partial adjustment from DISH) The final balance consists of unpaid charges covering dates: Phone 9/7/14-9/12/ DSL 9/7/14-9/12/ DISH 9/4/14-10/3/ DISH service was retained by Mr [redacted] The DISH bundle billing ended with TDS and went to direct billing from DISH NetworkDISH provided some partial adjustment via the TDS bundle billing as seen on the October invoiceWe confirmed with DISH Network that the service was retained and a transfer credit of -$applied to offset the dates TDS billed in advance on behalf of DISH Network and when the DISH billing beganThe final balance left with TDS is correct for the services rendered Though Stark Collection is not pursuing the $balance, the amount is still owed to TDSShould Mr [redacted] wish to establish service with TDS again this balance will need to be paid first Stark Collection indicated that because they had cancelled the collection amount, it will be removed from Mr [redacted] credit report Should Mr [redacted] need further explanation, he may contact TDS at [redacted] (888CALLTDS) and we would be happy to conference with DISH Network if there is still question about how the hand off to their direct billing was handled Thank you

Follow up: In response to the network capacity issue, TDS has already limited DSL sales in Mr [redacted] service areaThe same plan to which the customer subscribes is no longer an option in that service areaWe recommend that the customer reduce their speed plan since they are not satisfied with the speed result that is especially noticeable during the peak hours of usageWe do not currently have a network augmentation project to increase capacity, but that may change over time

Response to file# [redacted] Our Consumer Sales advisor made a mistake in offering our Turbo DSL plan (up to 15MB)Due to network capacity constraints, we had limited sales of DSL service to no more than 1.5MB DSL plansIt seems that the advisor missed seeing the decimal pointOur advisor contacted Mr [redacted] on 2/3/to explain the error and got permission to make an exception to add back the prior DSL plan “Express” (up to 5MB) that Mr [redacted] requestedI apologize for the confusion with plan options and that the service has not met Mr [redacted] ’s expectationUnfortunately, we cannot offer faster speeds in Mr [redacted] ’s serving area at this timeTDS advertises that DSL speeds and availability varySpeed plans are “up to” Thank you