TDS

Response to file #[redacted].
 
Unfortunately, the incorrect address was initially used for the order (401 vs 403). Also the contact number the technician had been given did not work. The technician was not given the correction information and could not complete the installation without it....

With the order correction, the TDS technician arrived on the morning of March 6th for the installation. Our supervisor [redacted] spoke with Ms. [redacted] and made sure with the local Field Service team that the order would get completed on the morning of the 6th. She also followed up with a courtesy credit of $57.90 due to the delay with the installation and miscommunication with the original installation appointment. The Sales advisor who had the order error has received coaching.
We apologize for the inconvenience.
 
Thank you.

Follow up:
 
We have no indication that
the mailed notices were returned by the Post Office as undeliverable. Our
records show that we mailed the notices to the address of record, which has not
changed. Mr. R[redacted] may wish to speak with his local Post Office about possible
delivery issues. Our records show that we completed reminder calls on 1/12/17
(in person—message left with Eric), 1/12/17 (automated dialer), 1/13/17 (in
person—message left with Eric), 1/13/17 (automated dialer), 1/16/17 (automated
dialer), and 1/17/17 (automated dialer). Our records show that Mr. R[redacted] called
in on 1/12/17 approximately an hour after we had left the message with Eric.
Mr. R[redacted] indicated he would pay $150 on 1/16/17 and our advisor explained the
past due balance owed was more than this and that it was due on 1/18/17. She
offered a Deferred Payment Agreement and Mr. R[redacted] declined. As the past due
balance was not paid, service was suspended on 1/19/17. On 1/19/17 Mr. R[redacted]
called TDS about the suspension. He indicated that he would not be able to pay
the remainder past due balance at that time. Our Financial Services advisor
offered a Deferred Payment Agreement, which Mr. R[redacted] declined indicating that
he would call back with a payment. We advised him of the past due balance still
owed (the December bill’s total amount minus the $150 payment) and advised him
of the current charges for January. The January charges were not yet past due.
Mr. R[redacted] asked for a $60.00 credit for a billing adjustment that he would
receive from DISH Network for his disconnection on 1/7/17. This is not
something we would do as the past due balance included DISH Network charges
through 12/31/16 (from the December bill). The charges on the January bill
would receive a pro-rated adjustment (1/7/17-1/31/17) and it would not be
$60.00 as that is more than the monthly DISH amount. Additionally, DISH Network
oftentimes handles their own final billing and we may not always see a final
billing adjustment come from DISH Network. The TDS February bill does show
adjustments for DISH Network charges (1/7/17-1/31/17).
 
The account is now paid in
full and DSL service was re-ordered.
 
As payment of the collections
balance was made within 30-days of referral, there should not be a credit bureau
report. Mr. R[redacted] may contact the HE Stark Agency at 1-877-274-7764 to discuss credit
bureau reporting (TDS does not do this; the collection agency may). There is a
dispute procedure with the collection agency and the credit bureau should it be
needed. This is handled by the collection agency and not TDS.

Response to file# [redacted]
 
TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. Unfortunately TDS is not able to offer faster speeds in Mr. Nelson’s rural area at this time due to restricted network capacity. As a result, we have decided to limit DSL sales in...

this area. The options are that Mr. Nelson may change to the DSL “Lite” (1MB) plan or cancel without penalty. Alternatives may include satellite providers such as dishNet or others. We apologize that we are not better able to meet Mr. [redacted] expectation for service.
 
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 resolution offered deals solely with the technical complaint. This does not address the customer service complaint in any manner. It, again, ignores the vast amount of time spent in a one-way communication from me to TDS without a response. I was able to finally get a response from a technical supervisor when I decided to spend a day on hold and be a very difficult customer to hang up on.Yes, I have cancelled the service and opted to go with Centurylong for the time being. Bottom line: [redacted], and the techs that came to my door were nice and tried to help. Everyone else seemed to avoid me at all costs.
Regards,
[redacted]

Follow up #2:
 
I am truly sorry that Mr. [redacted] is frustrated and has not had a satisfactory internet experience. We are working on the last piece of the engineering project (carrier long haul circuit) as previously explained. Again, Mr. [redacted] may cancel service at any time without penalty. Alternatives could include satellite internet providers.

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 am still not happy the cable is still above ground, they need to finish the job.
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 needs to change their business practice or notify customers that they plan to keep their money for 60 -90 days. The billing department needs to be educated that the policy is 60 days if that is the policy, or is it 60-90? You know how I don not know... Because I was never informed, that is why. I want my money now or the interest that TDS is collecting on my money for the 60 days they plan to keep it hostage without notice. 
Regards,
[redacted]

We have not received the refund check

Response to file# [redacted].
On 9/3/15 TDS issued a disconnection/collection notice. Payment was due by 9/17/15 to keep service active. As Ms. [redacted] should be aware based on account history, we offer a Deferred Payment Agreement (“DPA”) option for customers to keep services active; Ms....

[redacted] did not contact TDS for this nor was payment received by the Pay-By date. On 9/21/15 service was suspended for non-payment. On 10/1/15 service was permanently disconnected for non-payment. Once the account is disconnected, the associated account in EPAY is also disconnected. Our records show that Ms. [redacted]’ service with TDS had been suspended for non-payment on past occasions (11/18/14, 1/14/15, 6/18/15). Our records indicate Ms. [redacted] has used the Rush Payment option in the past. The Rush Payment charge does not apply to the TDS account. It is a charge applied to the customer’s banking/credit account from the financial institution handling the Rush Payment.
Payment was made on 10/5/15 and a new order placed for service. Though the terms of the promotion indicate that delinquent accounts lose discounts, our senior advisor agreed to allow Ms. [redacted] to resume the promotional rate she received on her prior account for the remainder of the promotional service term.
We do accept email sent to us via the TDS Telecom website and these communications are maintained in a database. I could not find Ms. [redacted]’ email. Customers may also put in trouble tickets from the TDS Telecom website or use the Chat feature, if they are unable to call or wait on hold to speak to a representative.
Thank you.

Response to file# [redacted].
 
TDS advertises that DSL speeds and availability vary. Speed plans are "up to". TDS Engineering recently completed a project to help improve broadband capacity in Ms. [redacted] area. There is an additional project in place to upgrade equipment to improve service,...

which we hope to have completed in the next few months. We are reliant on equipment back-order/availability.
 
DSL is a distance sensitive technology. Ms. [redacted] did recently contact TDS Repair about her DSL connection. The distance of her location to the serving equipment is slightly excessive for the service plan to which she currently subscribes (Turbo – up to 15MB). The TDS technician suggested she reduce her plan (Express – up to 5MB). Ms. [redacted] indicated she would do so. At this time, Ms. [redacted] is receiving a promotional rate for the Turbo plan. The Express plan regular rate may be more per month; Ms. [redacted] may contact TDS Consumer Sales at [redacted] to see if a different bundle plan or alternate promotion can be obtained. She may retain her current plan with promo rate if she chooses. Ms. [redacted] may cancel service with no penalty as well.  
 
I apologize we were not better able to meet Ms. [redacted]’s expectation for service.
 
Thank you.

Response to file# [redacted]
TDS advertises that DSL speeds and availability vary. Speed plans are ‘up to’. We have identified a network capacity issue in Mr. [redacted]’ serving area, which may cause slow internet speeds especially noticeable during the peak hours of usage. TDS Engineering is...

reviewing for a project. There is no timeline for the project established at this time. In the meantime, we are providing a discount of $8.00 off per month for a period of 12-months. Mr. [redacted] may also reduce his speed plan to “Express” or “Lite”. Alternatives could include satellite or cellular providers. We partner with DISH Network and can offer dishNet service. I apologize that we are not able to meet Mr. [redacted]’ expectation for service at this time.
Thank you.

Final follow up:
The work was completed on 12/11/15. Should Mr. [redacted] need something further he may contact TDS at 888-225-5837 (888CALLTDS) or electronically via www.tdstelecom.com

Response to file# [redacted].
 
In response to the customer’s
slow internet speed trouble report, on 7/13/17 the TDS technician found that
the dog had chewed the wire at the Network Interface (phone box). He repaired
the wire to resolve the trouble. There has been no further trouble...

report at
this time. DSL is a distance sensitive technology. TDS advertises that DSL
speeds and availability vary. Speed plans are ‘up to’. Ms. [redacted] subscribes
to DSL “Express” (up to 5MB). At this time, we cannot offer a faster speed plan
due to distance of the customer’s home from the serving equipment. The customer
may reduce their service plan or cancel the service without penalty. We partner
with DISH Network and can offer their dishNet satellite internet service. Other
alternatives could include Exede, other satellite or wireless providers.
 
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.
As usual with TDS, the person responding to my complaint has no idea what transpired or what they are even talking about which isn't surprising. With the exception of some of the dates that the the TDS Rep gave, evertything else in their statement is incorrect. Comcast began trying to get the process started to switch our service over on 11-03-15 but TDS refused to work with Comcast at all until our contract expired on 11-10-15. We completed all other steps that were needed to so that we could proceed without delay once our TDS contract expired. On 11-20-15 my Comcast Rep contacted TDS to advise that they were ready to proceed and asked for information regarding our account. TDS informed my Comcast Rep that they would need to review the account and stated that they have 30 days to release our phone numbers. Neither I nor my Comcast Rep was contacted by TDS after the "account review" and by the time either my Comcast Rep or myself was able to get through to anyone at TDS who could "help" us it was already 12-01-15. I told TDS at that time that they had our business name shown incorrectly in their system (TDS had it as A I Satellite) yet they did not correct it. Comcast sent the first port request on 12-02-15 NOT 12-08-15 but never received any response at all from TDS. I spoke to Comcast on 12-08-15 and was informed that TDS never responded to the port request so I stayed on the phone with the Comcast Port Rep and my Comcast Rep while they submitted another port request. TDS immediately rejected that request stating that the paperwork was submitted with the wrong company name. Comcast submitted the request under AI Satellite Distributors which is how our company name actually is.  I had to call TDS on 12-09-15 and explain that TDS was supposed to have corrected our company name in their system weeks ago but failed to do so. On 12-10-15 the Comcast Port Rep called me and told me that she had just spoken to TDS and she had been informed that the paperwork for the port request was to be submitted as A I Satellite (the incorrect way TDS originally had the name). I was livid as TDS was fully aware at this point that our company name is AI Satellite Distributors and it became blatantly obvious that TDS was intentionally giving Comcast incorrect information. Needless to say the second Comcast Port Request was rejected because TDS had flat out lied to them about how to submit the paperwork. At that point I began calling TDS constantly trying to get the issue resolved. I spoke to [redacted] and [redacted] in customer service and I also spoke to managers [redacted] and [redacted] all of whom disregarded our issues and [redacted] flat out refused to escalate my call to corporate stating “I am not going to escalate this call for this [issue]”. On 12-14-15 both myself and the owner of our company called TDS and began threatening to seek legal action. On 12-15-15 I had Comcast submit the Port Request to TDS one more time and miraculously it was accepted. As far as our installation on 12-18-15, Comcast was wonderful and did everything THEY were supposed to do. However, when the Comcast installer called TDS to complete the port of our phone numbers, they kept him on hold for over 30 minutes and TDS tried very hard not to let the port complete but the Comcast installer reminded TDS that we were ready to sue them so they finally released the phone numbers. We just received another bill from TDS for $341.64 which brings our total that we supposedly owe them after our contract expiration to $936.13! Our monthly bills were about $270.00 per month prior to the contract expiring, we were on TDS month to month service for 5 weeks and our bill is nearly 4 times higher that it was while on a contract! That is insane and we are NOT paying one single dime of it. TDS should credit us the money just for their excessive incompetence alone!! I will not accept any resolution other than a complete credit (ZERO Balance) to our TDS account with no negative effects to our business's credit score.   Regards,
[redacted]

Response to file #[redacted].
 
TDS advertises that DSL
speeds and availability vary. Speed plans are “up to” and advertised as such
because of the variables that may cause DSL speeds to wane (notably distance
from the serving equipment). TDS does not ‘throttle’ speeds; it is a...

matter of network
capacity. Broadband bandwidth demand continues to explode exponentially. TDS
Engineering has been working on a network upgrade to improve bandwidth capacity
in Mr. [redacted] area. This will ease the high demand on the network causing
periodic slower speeds especially noticeable during the peak hours of usage. We
expect the project to be completed in the next month. As an apology for the customer’s
dissatisfaction, we have added a courtesy credit of $59.90. At any time, Mr.
[redacted] may reduce his DSL plan or he may cancel the service with no penalty.
 
TDS does not currently offer
a data-only residential plan. All of our residential DSL plans include a
telephone element—that is our business decision as a telephone company to
bundle our plans as such. We offer the most basic telephone line called “Security
Line” to bundle with “Broadband Prime”. We also offer special bundled DSL rates
that go with a telephone line with a call plan and call features. The “Security
Line” is $0.00/month and if used there are per minute usage charges.
There are also access line fees that are associated with the bundle (Federal
Subscriber Line Charge and others). Where fiber has been deployed, we are able
to offer faster internet plans and IPTV. As much as we would like to have fiber
everywhere we serve, it is not always feasible. We provide thorough disclaimers
in our advertising about internet speeds.
 
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.
TDS is still  not offering anything to resolve the fact that they are not delivering service as contracted. I do not have any other options for high speed so the option of going away is not available to me. As I mentioned in my previous message downgrading to a slower plan would help TDS rather than me because I would be completely unable to stream video.I propose the following: I keep my current (defective) package and TDS bills me for their "Lite" tier of service until such a time that they  fix the problem they created by overselling the available bandwidth. I would also like to speak directly to a LOCAL repair person who can tell me exactly what is the situation and the prognosis for repair. This used to be easy to do before TDS sent their customer service off shore.  
Regards,
[redacted]

Response to file# [redacted].
 
TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. TDS has an engineering project under way to increase broadband transport capacity which will relieve the slower speed issue during the peak hours of usage. The project is expected to...

be completed in May of this year. TDS has provided credits that totaled $90.00 due to Mr. [redacted]’s dissatisfaction with the service. On 1/5/15 the TDS advisor offered additional discount; however, Mr. [redacted] declined. The options at this time are that Mr. [redacted] may change to a different DSL plan (“Express” or “Lite”) or he may cancel DSL without penalty. Mr. [redacted] may contact TDS Consumer Sales at [redacted] to discuss the options and process any of the aforementioned changes.
 
Thank you.

Response to file# [redacted]
TDS corrected the HD billing error as of the November invoice with an adjustment of $19.00 for HD charges billed, plus set the HD rate at $0.00/month. There were no further billing errors requiring correction. As a courtesy TDS credited .43 late fee that appeared on...

the October bill as well as the .36 late fee that appeared on the December bill. On 8/17/15 Mr. [redacted] changed from a 3-Star voice and 5MB DSL plan to Security Line, 100MB internet & Basic TDS-TV plan served via fiber network. On 11/25/15 Mr. [redacted] changed that plan to Classic Voice & 100MB. The change of service plan is reflected on the December bill. On 1/5/16 Mr. [redacted] spoke with our senior supervisor who went over the billing and payment due dates.
I apologize that Mr. [redacted] was dissatisfied with his experience with Customer Service.
Thank you.

mso-bidi-theme-font: minor-bidi;">Response to file# [redacted].
Service was installed on
11/21/15. The customer was aware of service and that he would need to pay for
it. If Mr. [redacted] did not receive his bill due to a mailing or billing address
issue, it does not absolve responsibility for the bill charges. Mr. [redacted]
should have contacted TDS when he did not receive his first bill, which in this
case was issued in December 2015. Mr. [redacted] did not contact TDS until the service
was suspended for non-payment on 2/10/16.
On 2/11/16 we provided bill copies with no charge as the billing address was wrong.
On 2/17/16 Mr. [redacted]
contacted TDS to disconnect service. The advisor explained the shipping fee for
the TV equipment return. The advisor put Mr. [redacted] on hold to get approval to
waive the fee and Mr. [redacted] had hung up before she had a chance to let him
know that it was approved.
On 2/17/16 our senior advisor
contacted Mr. [redacted]. She provided a courtesy credit for the reconnection fee
as Mr. William’s billing address was wrong. She also provided a credit for HBO
charges as Mr. [redacted] indicated that it was to be free for three months. She went
over quote amount and affirmed that it did not include fees/taxes. The order to
disconnect service was placed as requested.
Thank you.

mso-bidi-theme-font: minor-bidi;">Response to file# [redacted].
 
Our Repair supervisor
followed up with Mr. [redacted] about his concerns. He indicated that since
changing out the router he has had fewer problems. She put through a courtesy
credit of $100.00 for Mr. [redacted] service issues.
 
Thank you.