TDS

Response to file# 11975977.
 
TDS provided advance notice
of the disconnection for non-payment. We provided written notice, plus there
were multiple reminder calls completed. When no payment or payment arrangement
was made, the internet service was suspended on 1/19/17. On 1/19/17...

Mr. R[redacted]
contacted TDS about payments made and the balance owed. We advised of the
amount needed to restore the internet service. A portion of the past due
balance was subsequently referred to collections. As payment for the past due
balance and collection balance was not made, the internet service was
permanently disconnected for non-payment on 2/2/17.
 
On 2/6/17 Mr. R[redacted] contacted
TDS about the balance due. Mr. R[redacted] stated he did not owe and then hung up to
file this complaint. On 2/6/17 Mr. R[redacted] made a partial payment of the past due
balances. On 2/13/17 our senior advisor attempted to reach Mr. R[redacted]. Mr. R[redacted]’s
son answered and stated he paid the bill and internet should be turned on. She
asked that Mr. R[redacted] give authorization for him to receive information about the
account and he hung up. A few hours later, Mr. R[redacted] called in to authorize Ms.
H[redacted] to make payment on the account for the past due balances. Payment was
made and an order placed to install DSL service.
 
Thank you.

Response to file# [redacted].
Over the summer TDS Engineering completed projects to upgrade network capacity. There should no longer be a speed issue during the peak hours of usage. The TDS technician was sent to test the connection and is contacting the customer directly to assist them with their...

service concerns.
To complete a speed test to measure the connection speed, it is most accurate with a wired connection to the modem and not completed wirelessly.
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]

Response to file #[redacted]
 
On 10/29/15 Ms. [redacted] requested service disconnection. There was a delay with completing Ms. [redacted] disconnect order due to an order processing issue. We assured Ms. [redacted] on multiple occasions that this delay would not change the end date for the billing....

Billing charges would be removed as of 10/29/15. The disconnection order was processed on 11/10/15. Ms. [redacted] will see final adjustments with her December 1st bill. The November 1st bill had already cut and printed on 10/24/15 which was prior to when service was requested to be disconnected.
 
Thank you.

Review: In August, 2015, in preparation for a move to a new home, I called TDS and told the customer service rep that I was shopping for internet/phone/cable service. I was told that the service in our neighborhood is 25 Mb but a fiber optic cable was being installed and would provide us with 100 Mb service by the end of the summer. I quizzed the rep, reminding him that there were only a few more weeks of summer. He backtracked and said it would be available in September. Now, when I call technical service, I am told that the service will not be provided until the middle of next year. We are in a small house but have unacceptable internet service. Although we have new TVs and computers, we can't access streaming services on more than one unit at a time. This morning, I was trying to listen to Pandora on my phone while working on the computer and the internet crashed. When we access Netflix on a TV, the internet service on my daughter's computer crashes. This is rule more than the exception. I don't know whether the problem is with the service coming into our home or the modem/router. I have contacted TDS technical support several times. They appear to be trying to help, but they do not solve the problem.Desired Settlement: We would simply like reliable internet service 24/7 on multiple devices in our home, as promised by the TDS rep when I chose TDS as our provider.

Business

Response:

Response to complaint:

On 10/13/15 the customer reported poor wireless connection throughout their home. We explained the limitations of wireless connections. The TDS technician tested the internet connection and spoke with the customer about getting a wireless booster or a different router. On 11/20/15 Mrs. [redacted] contacted TDS about relocating some wiring inside the home and placed an order for the TDS technician to complete this work. In response to this complaint, TDS Repair contacted Mrs. [redacted] to discuss wireless limitations. Mrs. [redacted] indicated she would look into another router to use to get a better signal. On 12/19/15 Mrs. [redacted] contacted TDS Repair for additional support about wifi.

Thank you.

Consumer

Response:

[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.]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]

Review: July 22, 2015

Revdex.com Complaint Against:

TDS Metrocom LLC

At the end of April 2015 we contacted TDS to upgrade our internet service to get a faster speed. In an email on April 22 we were promised the following: “The Essentials option is pretty much like your existing product but comes with enhancements like unlimited local and domestic long distance. Along with that, it will increase your internet speed. Really, everything would work as is but you would have increased functionality…”

The TDS installation tech arrived at our facility a few days prior to the scheduled installation date to survey the system. We were told at that time that we did not need to have our phone vendor/supplier present for the cutover since it was an upgrade and not a new installation. There was no indication from the tech or from the original sales call that there would be a potential problem with a phone system that was 5 to 10 years old. Our phone system was installed in 2007 (8 years ago).

On June 4, the same TDS tech was on site to install the MIP Essentials box. During the installation our 1-year old router suddenly needed to be replaced as it was no longer functional.

One of the main concerns was the voicemail service not working as we need to provide 24 hour emergency contact information. An email was sent on June 5th regarding the problems we were having. TDS was going to look into it with no solution conveyed. Over the next two weeks following the installation of the new system we started to have continuous phone problems. Calls were dropped after a minute, calls were disconnected, the phones themselves would just shut down or start flashing, etc.

On June 19th a second TDS tech arrived to try and fix the problems that were occurring. At that time we were told there was no problem with TDS and that it was our phone system. This TDS technician was gone within 30-45 minutes. He did not say anything at that time about our phone system being too old.

On June 22nd we received an email from the TDS sales rep stating the TDS technician who had been at our facility a few days ago had talked to our phone vendor/supplier. In fact, it was noted there had been a long conversation regarding our system. AGI’s phone supplier never had a conversation with any TDS employee. Take Note: On July 21st in a conference call with 3 TDS employees, this “long conversation” was down played to a miscommunication or interpretation of a few questions asked through a 3rd party.

On June 25th – AGI phone system died. We are a business without communication to the outside. On Saturday, June 27th we had to install a new phone system ($4000). During the installation our phone supplier discovered the wiring of the system was convoluted and he suspected it could be the reason for the failure of our system.

On July 16th a conference call was set up for the following week. On July 21st, we had every intention to start the conference call at 2pm but did not receive a call. Come to find out there was an email sent out regarding the call which was never received by AGI. The conference call was between the 3 TDS employees and 2 Alliance Group employees. TDS stated that any time you do work on a 5-10 year old system you run into possible risks of the system no longer working. This means that it is possible for a phone system that was working just fine to “crash” just by moving lines and establishing new connections. Then explain to me why 3 trained TDS employees with many combined years of experience between them never mentioned the possibility of the phone system failing. Why are there no questions regarding “older systems” in the standard procedure prior to signing the contract, during the initial walk through, or even after problem follow up?

In a final statement we were informed by TDS that they have no liability to Alliance Group Inc. and there will be no compensation for the purchase of our new phone system.

Up until July 21st, there was no mention by any TDS employee about upgrading a phone system 5 – 10 years old. But in summary, how can TDS have no liability when the initial TDS sales rep on July 21st said he has been doing his job for a lot of years and has never asked a potential customer how old their phone system is. I can only see 3 possibilities as to why this question is never asked:

1. Sales representative was not fully trained to know the age of system is critical for any upgrade

2. Sales representative and/or TDS corporate made a decision to not ask this critical question in order to avoid the ruin of any potential sales

3. The 5 to 10 year statement really is not a factor but a distraction

In all 3 cases, I feel TDS has been less than ethical and negligent in their business practices.Desired Settlement: Seeking resolution to be reimbursed for our damaged router and for the phone system we had to install to replace the system that was damaged beyond repair.

Business

Response:

Response to file# [redacted].

Our technicians and our Field Services manager have reviewed the situation and determined that TDS had no error with causing the customer’s phone system equipment failure. We offered to meet with the customer and his equipment vendor to inspect the equipment and review the situation; however, Mr. [redacted] declined.

The customer is responsible for having functioning telephone equipment. As we understand it, the equipment’s warranty had expired. We do not supply the telephone equipment, nor do we provide support for it. We delivered service as requested. When the customer replaced his phone system, the service issues were resolved. In regards to the router, the TDS technician indicated that it was an inexpensive router purchased by the customer. The customer bought a new one and as a courtesy the TDS technician programmed the router for the customer at no charge. This is not support we normally would provide. As with the phone system, the customer is responsible for their computer equipment.

It is unfortunate that Mr. [redacted] is dissatisfied. TDS will not purchase for the customer a new phone system—the customer is responsible for their phone system. We did provide a courtesy credit of $250.00 due to the customer’s dissatisfaction.

Should there be any further questions, Mr. [redacted] may contact Field Service manager [redacted] at ([redacted] or TDS Sales manager [redacted] at [redacted].

Thank you.

Consumer

Response:

Review: For a long while I have tried to get TDS to explain seemingly random charges that appear on my bills. The monthly fee is only just the beginning, with random extra charges and "discounts" applied without an explanation. I have emailed and phoned and gotten nowhere. On my last phone call, I was shuffled around three different departments, none of which could explain the random charges and so-called discounts. The third person I spoke to admitted she didn't know the answer to my questions, but would consult a supervisor and call back. This never happened. It may well be that all these charges and discounts are right and proper, but the sheer complexity and seemingly random nature of the charges and discounts leave one suspecting that something may well be going on. This feeling is added to by the equally random stabs TDS staff make at explaining the charges and discounts. For example, I thought I was paying a flat fee for local phone service and one TDS person tried to tell me it was based on usage. This is certainly the case for long distance, but should not be the case for local calls. I have phone, Internet, and Dish and the charges for each one of those varies wildly every month. Referring to the explanation page of the bill does not enlighten. There are merely lines for previously unheard of charges and seeming random discounts. I have asked and asked and am left feeling more than a little suspicious.Desired Settlement: I want a detailed overview of what I agreed and an explanation of the additional charges. I realize that there are certain Federal and State charges, but I am talking about the TDS generated ones. I also want to know why the amounts for the 3 services I have varies so wildly.

Business

Response:

Response to file# [redacted].

Review: TDS

Attn: VP Customer Relations

Dear Sir or Madam;

RE: Account [redacted]

I'm writing you in regards to my dissatisfaction in the way a recent request of mine with your customer service department was handled. A few months ago, my computer got a virus that crashed the computer beyond repair thru TDS. While I don't hold TDS directly responsible for the issue, I have requested that I receive credit for the period of time that I was unable to use the service. This was denied by the representative as well as a supervisor that I was denied access to.

When the virus was detected, I contacted TDS as to how it should be handled. I was offered a service to clear it up which I agreed to. The representative was unable to correct the problem but I'm being billed for regardless. .

Twice I have requested a paper bill which as of todays date, I've still not received. I explained that the billing hasn't been paid as I haven't been able to access my TDS email account since the virus was received in order to receive it. The access problem still hasn't been addressed. Today I received what I believed was the paper bill that I have requested but instead, a notice of being turned to a collection agency. I respectfully request that you postpone this action until after I have received a response to this letter. I'll gladly pay the amount that I feel is a fair resolution but if the collection is pursued, I'll still pay the amount I feel is due and will cancel my service with TDS and will use a different service.

I kindly request that you consider my request to remove the billing for the period of time that I couldn't use your service as well as the charge for clearing the virus which wasn't accomplished. I have no problem paying for services that I receive and would like to continue to use TDS but feel this has been handled unfairly. You can respond to me [redacted] or at my billing address.

Regards,Desired Settlement: Receive credit for service not received

Business

Response:

Response to file #[redacted].

Review: TDS attempted an initial install at my house after waiting all day for the install, I got a VM that they couldnt do it because they need to run a line to my house. After scheduling time for the line to be ran to my house they never showed up. After calling them back they saidthey would have the contractor call me,he never did. A week later I returned to my property and that when things went bad, you could tell a line had been buried, flower bed was a mess and water and mud everywhere. Next the sprinklers had kicked on and water was pouring out of the ground causing mud and water to pile up all around the back yard and the side walk. I imediately shut this off and called.. Today I spoke to person number 7 who ensured me [redacted] would be out to assess the damage never saw him, I have spoken to 3 supervisors, still with no resolution. The call staff is helpful to try and escalate but get no support from leadership, and it near impossible to get a manager on the phone.

And I still have a water line broke in my back yard, as anyone knows these lines will also get blocked up with mud and dirt if not corrected, mines been broken for 3 days that I know about.Desired Settlement: Have my repair team of choice fix the line TDS should pay for this, and complete the install

Business

Response:

Response to file #[redacted].

Review: My sister subscribes to TDS broadband internet service. She pays for a 3MBS service. TDS can provide this service. However TDS has oversold bandwidth and cannot provide consistent and reliable internet service. The service usually ranges from 1.5 MBS down to . 29 MBS as per several available broadband speed tests . At approximately . 7 MBS we see severe lag times, incomplete page loading and the inability to browse the site we are on; example WWW.Lowes.Com. At about .4 MBS our computers start having trouble connecting to the internet. Using Google Chrome, we start getting error messages such as: Resolving host, Host not available, host not recognized, etc. Those are just the ones we get when Google Chrome is trying to connect to the internet. The error messages that we get after Google Chrome has connected include internet service not available, but the modem lights indicate that we have internet service. We have asked if we possibly need a new modem and was told no. In our service area TDS has stated to me that they no longer sell a 3 MBS service because they acknowledge that they have oversold the available bandwidth they can provide. TDS has stated to me that the only solution to this problem at the current time is to drop from a 3 MBS service down to what they are calling Internet Lite, which is a 1 MBS service, which costs more than the 3 MBS service we currently are paying for. This solution is a non-solution because it would give us less bandwidth with the same problem as our current service. This problem occurs 24/7 not just during peak use hours. The other solution that TDS suggested was to use a mobile service or a satellite service. This suggestion is also a non-solution because both of these services do not carry true unlimited internet access. Both of these services have a set limit on downloads which if exceeded they either charge more money or they throttle the bandwidth down to a level that is slower than dial-up.Desired Settlement: Complimentary service and cash refund for the past 3 years. When my sister upgraded to a 3 MBS service, she was told that it should correct her slow internet service. The complimentary service to continue until TDS upgrades their equipment to meet or exceed the bandwidth requirement they have sold and provide consistent and reliable internet service to their customers not only in my service area but in all their service area.

Business

Response:

Response to file #[redacted].

Review: When signing up I entered a contract for 2 years. I was told that if I moved in 2 years and they could not provide me service that I would be let out of contract. 10 months later I am moving. I called to transfer service. They dont service my new area. They are now charging me the installation fee for breaking a contract. I will stay in contract if they would provide service. If not, I dont believe I should be charged. I signed up with the agreement I could move. Their DVR was faulty from the get go. They put a line in the wrong room but wanted to charge 100 to come out and fix their mistake.Desired Settlement: Not be charged because THEY cant provide service to my area.

Business

Response:

Response to file #[redacted].

Review: Hello, I have had tds DSL internet services for several months at my home. It was a low set package rate at $39.99 a month. The services were Going good until I kept getting disconnected days after my bill was due and being charged a hefty reconnection fee. I was having a hard time keeping up with the bills because they kept going up and I could never get even everytime I paid it they wanted more.This went on for several months until today 5/6/2014 . I opened a bill that was listed for $133.00 for the March and April months of service, Being that my internet bill is only 39.99 I was very alarmed. I called TDS and spoke with somebody who was working in a call center located in Jamaica she barely spoke English and told me of all these hidden surcharges and service fees as she read off my statement. She told me of the $1.99 recovery fee. And my $10.99 local service charge. I only have internet through them , not a phone or cable. Also of the reconnection fees I was consecutively charged even though my bill was usually paid same day as disconnection. I plead with her there must be some mistake . When I called to talk about my bill of $133 the woman speaking broken english demanded $193 for service reconnect. I told her the bill I had in my hand says $133 and its dated 5/5/2014. I then promptly asked if this was a scam and what was going on . She got silent for a few minutes and said oh yes sir $133 past due but $193 today for service reconnect. We tried to go back and forth over the bill but she put me on hold and then came the supervisor. She explained my last payment was over a month ago that is why my bill was so high. I told her I paid $80 last month how could it rack up $133 in two months ? She attempted to explained to me the fees associated with my account . I then asked why the woman was attempting to extort me for more money than I owed . She said that the woman was trying to get may's payment as well that is why she asked for $193 instead of $133. This sounded very fishy to me , as I usually am not required to pay monthly upfront. I told her that none of the figures here were adding up and I promptly asked for resolution or to waive a few of the consecutive reconnect fees. She said no , and she could turn it on today for $133 because that is the past due amount for March and April. This entire thing sounds like a scam to me . I am totally being ripped off by this company . She refused to work with me on a payment arrangement either and told me because my bill was shut off again there would be another disconnection fee applied. I told her I would have no choice to submit a Revdex.com complaint and contact my attorney to see if my consumer rights have been violated. This experience was down right frightening! I am not sure if I will ever do business with this company after this! I will also warn my friends , family and neighbors of this company . I was two seconds away from calling the local police thinking this was fraud.Desired Settlement: I would like a billing adjustment and immediate resolution for this complaint. They are charging me hidden fees and surcharges. Totally jacking my bill balance up and ripping me off at every angle. I would like the two employees that I spoke to looked at because I felt they were trying to extort another months bill from me . They refused to work with me in any shape or fashion and demanded outrageous fees and amounts for a few months of DSL internet. I would like to be credited multiple months free for the emotional roller coaster and financial despair this company has caused me. My services are currently off, being able to use the internet I am charged over three times for would be nice.

Business

Response:

Response to file #[redacted].

Review: A Telephone cable is laying above ground about 1/4 mile along our land to provide a neighbor with phone service. When we contacted TDS we were told it is temporary. It will interfere with snow plowing and mowing. It was cut once already by the county mowing service. When this happens our neighbors phone service is disrupted. TDS Buried the cable through a 27 ft. distance where we walk our horses to their pasture twice a day. Other farmers in our neighborhood also have this cable laying loose on their property and they have to move it for mowing . We were told their cable has been there for longer than 1 yr This seems to be common practice in this area.. Just want to complain that a phone business shouldn't have the right to just lay a cable on one's property whenever it is convenient for them and not even ask the property owner.Desired Settlement: We want TDS to properly bury the cable before winter the way it is intended to be so it doesn't inconvenience anyone any longer or cause any safety issues with my horses.

Business

Response:

Response to file# [redacted].

I checked with our Field Service manager in Mr. [redacted] area and he indicated the temporary drop cable had been placed on 11/13/15 and had originally been scheduled to be buried on 11/18/15. He checked with our contractor who does the actual burying of the cable and the contractor indicated it will be done next week. I also asked if there has been a history of the contractor not completing the job in a timely manner and our Field Service manager indicated that was not the case. If there is a problem with an exposed cable not being buried in a timely manner, we would appreciate that the affected customer contact our Repair department to let them know and then we will contact our contractor. Of course weather can play a role in when the cable can be buried. I apologize for the delay.

Thank you.

Consumer

Response:

Review: The company has sold me two 25 meg internet services and are not providing the speeds required for my job requirements, they are telling me they can lower the speed without reducing my monthly bill. They said I could go buy my own equipment to increase the speed that they will not provide the services soldDesired Settlement: I wish to have the services sold

Business

Response:

Response to file# [redacted]

TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. DSL is a distance sensitive technology. We attempted to install a DSL plan for up to 25MB; however, our technician determined that the distance was too excessive to offer that plan. Instead the maximum speed plan we can offer at this location is up to 15MB. Mr. and Mrs. [redacted] subscribe to 15MB and Mr. [redacted] was ordering a second DSL line into the home. We found a past account for Mr. [redacted] which had a collection balance. The current order to install the second line could not be completed until the collection balance is paid.

Mr. [redacted] spoke with our senior advisor who offered a courtesy credit on the current main line account for the collection amount with the understanding that Mr. [redacted] will pay the collection balance. He also provided a courtesy credit for $75.00 due to the DSL issues on the existing account. An additional credit for $21.93 was added for charges for PC Support services and a modem shipping fee. Additionally Repair provided a credit of $12.95. The customer was not charged for 25MB service that we were not able to supply on the main account nor on the secondary account. The secondary account order was cancelled and can be reissued once payment is received for the prior account [redacted].

The customer may supply their own modem/router if they wish, but it would not increase the line connection speed.

Thank you.

Consumer

Response:

[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.]

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,

Review: I have had a problem with service for about a month. I have talked to numerous senior technicians at Baja Broadband, a subsidiary of TDS. A technician came to my home and refused to change out a modem that has been cycling in and out of service. At times our phone has been out of service. We live in a rural area and our cell phone doesn't always work in our house, so we have a land line for safety. When I argued with the technician that it had already been approved to replace the modem by a Level 2 technician who had seen the modem problem on line told me he was able to see things they couldn't and he was not replacing the modem. When I talked to a Level 2 technician they assured me they could see the issue with the modem, and it would be replaced. The technician tracked his dirty boots into my home and never put on booties. He was rude, had no identifiable clothing as a Baja technician, and acted like a redneck male who disrespects women. He had extremely aggressive behavior and created an uncomfortable situation in my home.

The technician at my home said these things to me:

....."Look lady, I need you to just let me do my job. I know what the problem is and they don't know what I know."

....."This is the story my boss tells me I need to say to customers....we have the best service in your area, so you just need to be patient."

When the other female who lives here came into the office where he was fixing the service he said. "So, another country to have an opinion."

When he left he stood at my door and gave me a lecture about being patient.

Not only did I feel disrespected in my home, I really didn't feel safe around this man.Desired Settlement: I deserve an apology from someone at TDS, I expect never to have a technician in my home again that refuses to treat me with kindness and respect my home. They should also be wearing some identifiable notification of being a Baja Broadband employee. This issue has been going on for some time now. I expect it to get fixed so my phone and internet work properly.

Review: On 25 May 2015 my service was to be cancelled with TDS. I was billed right after that through an auto bill pay. I called their billing department because they billed me for a whole month of service when the bill should have only been for 18-25 May if I remember correctly. The billing department blamed it on their system and said that I would be given a credit when then next cycle processed on June 18th. I received a bill in the mail late last week that stated I have a credit of approximately $40. It did not have a check or anything stating when they would send my refund for their over charge. I called earlier today (7 July) and spoke with a representative and her supervisor, [redacted], who both stated that I could not get a refund for 60-90 days. They said it was because of the computer billing system not allowing them to issue refunds before then. I asked for [redacted] to transfer me to someone who could make the payment and she could not.Desired Settlement: I was overcharged because of TDS's system overbilling me for a whole month instead of one week. I want my money back immediately.

Business

Response:

Response to file #[redacted].

Review: I have been having very slow speeds for numerous months now. I pay for 100 mbps yet I only get a fraction of that each time I do a speed test. I have called customer service about the issue numerous times and even had technicians come out several times. Apparently, the speed from THEIR equipment is not giving me what I pay for. Not even close. Even when I run speed tests with no other devices connected. I don't even have neighbors closely and my tests only show my WIFI network, so it's not a matter of competing networks with the same channels.

I'll going to be real honest: the equipment is crap. They provide customers with a mandatory modem / router and yet the piece of junk doesn't even provide a decent quality of service.Desired Settlement: I am going to move forward and go back to Charter unless this is fixed asap. I am sick of this.

Also, I want a refund back for each month that my speeds had not been as advertised and what I paid for, roughly 6 months x $40 = $240.

Business

Response:

Response to file# [redacted].

I have had continuing issues with TDS and the services they promote. I have been unable to reliably get into my email for over two months. Several trouble calls, trouble tickets placed and various telephone calls have not come to any resolution. Their Tech Supervisor Refuse to even have me forwarded to them. The continued answer I receive is "if you don't like our service, we can disconnect you" It appears all anyone at the company wants to do is tell you that you are not the only one having these issues and they are working on it. TWO MONTHS

Review: I pay for 5MB internet service which is the most I can get in my area. I barely receive 1MB! I called Technical Support who told me I should be getting 3MB minimum. I have brought this issue to the attention to TDS several times over the last few years and I am still being charged for 5MB. For the last month+ I have had excessively slow speeds. I was told by Tech Support that they have an overload in my area and TDS is aware of this issue. If this is the case I expect a credit to my account reflecting the service I am getting as opposed to what I pay for, or receive the service I am paying for. This has been ongoing, and TDS is charging customers for something they can not produce. I find this completely unethical. They should not sell a product they do not have. I have asked several times for a a reduction in their rates but have received nothing but excuses and my service gets slower and slower. Seems they think they can charge whatever rates they want since they have a monopoly in our area and a CS rep told me they do not plan on upgrading their equipment.Desired Settlement: I expect to get the service I am paying for.

Business

Response:

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.

Consumer

Response:

Review: Our new business contacted TDS Metrocom in June 2013, after AT&T was unable to provide our office with internet speeds causing significant downtime. TDS sales rep, [redacted] was confident their services would meet our business needs after installing a T-1 line. As part of signing the contract agreement, Ampacis insisted on a six-month "no penalty clause" with TDS that their proposed service would meet our business needs. In order to use TDS phone and internet services in our office, we were told we must use their telephone system. Both [redacted] and his manager, [redacted], came to our office, went over the contract, but neither one of them brought up the fact that the phone system was a PURCHASE by our company whether or not we stayed with TDS. Why would our business purchase a "proprietary phone system" if not certain the services would work for our company in the first place?

TDS was NOT able to meet our business needs with internet speeds and on November 22, 2013, TDS was notified that Ampacis was terminating the Service Agreement with TDS Metrocom. TDS offered a $500 Signing Bonus, which was never issued. When inquiring about the Signing Bonus, we were informed it was in the form of a gift card only "if we stayed with TDS". Length of being a customer with TDS was never disclosed; a breach of contract by TDS.

After several calls to [redacted], our account rep [redacted] and various billing personnel, we were able to finally figure out the very complicated and confusing TDS billing invoices. The disputed amount of $448.47 is for three (3) proprietary phones ($178.20 per phone minus monthly payments made on each billing statement from August 2013 through January 2014) plus a $20 hidden fee listed as "Service Order" on the invoice totaling $468.47. Do not know what this is for or where this amount is disclosed within their contract.

The response from TDS to our Letter of Dispute was copies of the contract. No telephone call was received.

TDS Metrocom Sales and Customer Service definitely need to be RED-FLAGGED for new, potential customers. Especially if you are a new small business. They will destroy what you work so hard to achieve.Desired Settlement: 1) TDS to issue "call tags" for 3-proprietary phones to be shipped back to TDS. Phones are boxes up in original packing and ready to go.

2) Remove charges from Ampacis Solutions account.

3) Ampacis Credit Report MUST by Corrected to reflect a ZERO balance and in good-standing.

Business

Response:

Response to file #[redacted].