TDS

TDS sells customers in my area a 5Mbps connection. They actually provide no higher than a 1 Mbps. Often at nights it is around a 0.1 Mbps connection. I don't expect to ever get a true 5Mbps connect, but 3-4 would be acceptable not 1Mbps. Despite TDS acknowledging they can not provide 5Mbps, they still sell it to new customers and bill for it. TDS Has done little to nothing to resolve the issue. I still pay for a 5Mbps connection, that they are unable to provide.

They are selling something they do not even have the means to provide. There should be legal action against this.

Review: I have internet service from tds telecom. I get disconnected all of the time for hours at a time. I have to call almost every day just to get them to reset stuff. They only send out technicians on Tuesday and Thursday but when they come it doesn't get fixed. I just keep having the same problem. The first bill was also a lot higher than I was told it would be. They added a lot of fees that I wasn't told about and the internet it's self was higher than I was told.Desired Settlement: I was told a different price and now I'm stuck with a huge bill for internet that hasn't worked half of the time. I'm tired of getting screwed over by internet companies. I want separation from service and the bill waived

Business

Response:

Response to file# [redacted].

Review: 6 month Internet disruption problem without a resolution despite multiple complaints and requests for repair.

since March of this year, I have had frequent disruptions in my internet service.I have called or customer service hotline multiple times without any resolution to this problem. my internet service is dropped, requiring me to power cycle my modem numerous times each week. Multiple technicians have been to my home and they continue to try to resolve the problems in the same manner. I have had my modem replaced multiple times and the outside filter on my house replaced multiple times. Each time they state that this will solve the problem, but 6 months later I am still dealing with the exact same issue. 1 customer service technician told me that I should seek a nother internet service provider. This to me is horrible customer service and failure to provide an adequate product. Where I live, TDS is the only option for my internet. I simply want resolution of this problem, as I am very very frustrated with their lack of concern or compassion for their faulty product. I'm hoping that you may assist me with this issue as numerous calls have failed to yield any results on my part. My TVs account number is [redacted]. my most recent call two TDs was placed on September 2, 2013. I spoke with [redacted], his user ID was USRSTY. The most recent ticket number related to this problem is [redacted]. thank you for any assistance you can provide with the resolution of this matter.Desired Settlement: Reliable internet service returned. I just want them to fix it and make me feel like they value my business.

Business

Response:

Response to file #9699440.

Review: mother inlaws Phone out of service. Called for service. They said they would be out to fix a certain day but said they would call first before they came,but did not call. She called back and they said they would be out a certain day but they never showed. She called again they said the would be out a certain day between 8 o clock and 5 o clock. She waited all day and they never showed are called. I know one thing I would get rid of them if they did me that way.And she will do so also.Desired Settlement: Repair phone in timely matter are loose business.

Business

Response:

Response to file# [redacted].

The trouble was isolated to Mrs. [redacted] cordless phone handsets. Two of the handsets worked and two did not. The customer is responsible for their own telephone equipment. I apologize that our Repair team did not do a better job with troubleshooting the problem of the customer’s telephone equipment with the customer. The TDS technician was dispatched multiple times to test the line and found the service line in working order each time.

Thank you.

Review: My problem can be divided into two parts.

1) The service is sub-par. I pay for 50mb and receive on average in the mid 30s during the day with drops as low as less than 1 in the evening. After 5 in the evening until the morning, the internet becomes unusable. Multiple TDS technicians have been to the house and every one of them explain that the issue is at the TDS headend, that business is aware, and they hope to fix it later this year.

2) I have mad multiple calls to customer service asking for credit, and that this be escalated. One technical supervisor connected with me every night for two weeks to see if anyone had called me back. Everyday he requested that someone call me, and everyday I was ignored.Desired Settlement: My desire is first, that someone from the business with decision power connect with me. Secondly, I would like to see this matter resolved as soon as possible. Finally, would like to see an adjustment to my bill to reflect these issues.

Business

Response:

Response to complaint file #[redacted].

TDS Baja Broadband has a project in place to upgrade equipment and improve network capacity. On 8/5/15 TDS Repair supervisor followed up with Mr. [redacted] and offered a 1-month credit for the internet issues. Mr. [redacted] indicated that he intended to cancel service with TDS for now and switch to CenturyLink. He may call back in 2016 to switch back once the capacity project is complete.

Thank you.

Consumer

Response:

I have been trying to establish service with TDS for two days for a home that we purchased. Over the course of my interactions I have been given a different price by each person I spoke or chatted with. Ultimately, I was told that the service that had been previously promised to me was not available, and the installation charges were going to be higher than previously stated. The consistency of information across the customer service and sales staff is completely lacking. I was not able to get the same pricing and service availability information from any two people. Each member of the TDS staff had different information. When I pressed the last gentleman that I spoke with for a reason, his supervisor said that several of the people were new and just out of training. I was not able to establish service due to having no confidence in the product, the pricing, or the service. There are no viable alternatives in the area for internet service and I feel as though I am stuck having to use a service that I do not wish to use. The entire experience was really terrible.

Review: I ordered Cable and Internet services from TDS 11/2014 for a total monthly bill of $80/mo for a two-year contract (see receipt from TDS).

TDS is billing me approximately $117/mo (See second bill from TDS).

TDS claims that they disclosed online that their advertised price did not include federal state local taxes or fees. (See 1/19/15 email from TDS in "emails to TDS" pdf)

TDS added federal, state, and local taxes to my bill totaling approximately $6.12/mo (See attached second bill 12/16/14-1/15/15)

In addition to federal/state/local taxes, TDS added NON-federal/state/local fees to my bill totaling approximately $18/mo. (See attached second bill 12/16/14-1/15/15)

These added fees are not federal/state or local fees; instead, they are TDS fees charged at TDS's discretion and paid for the benefit of TDS (See attached word document with breakdown of fees and description of what the fee is for, and explaining that these fees are not collected for the govt)

I have requested, and TDS has refused, to remove all non-federal/state/local fees from my bill. Desired Settlement: TDS should remove all non-federal/state/local fees from my monthly bills for the remainder of the 2-year contract term (totaling approximately $18/mo).

TDS should cancel the incorrect previous bills and replace them with correct bills that are devoid of any TDS fees.

The total monthly bill should be approximately $80/mo contract price + federal/state/local taxes of $6/mo = total of $86/mo.

Business

Response:

Response to file# [redacted].

TDS advertising and web ordering system includes a disclosure that there are additional fees and taxes that apply. And, that they may vary based on the community and state in which the customer lives and could include 911 charges, as well as other locally assessed taxes and fees, etc.

Some of the fees are collected and remitted to government entities: 911 – Dane County, state USF (Universal Service Fund), Federal Excise Tax, Federal Universal Service Charge, Police & Fire Protection Fee, WI Sales tax, Dane County Sales tax, and Cross Plains Franchise Fee.

Two fees are recovery charges billed by and retained by TDS: Federal Subscriber Line Charge and Federal Access Recovery Charge. These recovery charges are approved via our FCC Tariff and apply towards the telephone company infrastructure.

TDS does not offer TV and Internet plans without a telephone component. As a telephone company, we have decided that all of our internet and TV plans are bundled with a voice plan. We offer the bundle with either a feature-rich call plan option or with a basic phone option with no call plan or features called ‘Security Line’. Mr. [redacted] subscribes to the ‘Security Line’ with internet and TDS TV bundle.

As a courtesy, when Mr. [redacted] disputed the monthly modem charge, TDS provided a courtesy credit of $4.95/month for the modem charge for a period of one year. Customers select whether they want TDS to supply the modem at the time of the order or they would supply their own. Our records show that the TDS-supplied modem was selected.

I am sorry that Mr. [redacted] was not satisfied with the amount of disclosure of the fees and taxes that apply to the service bundle at the time of the sale.

As no payment had previously been made, even for undisputed portions of the billing, service had been temporarily disconnected on 1/26/15. Mr. [redacted] may contact TDS Financial Services at 1-[redacted] about the account and payment issues. I would suggest Mr. [redacted] request to speak with a senior advisor when he calls to discuss the various aspects of the account and the payment.

Thank you.

Consumer

Response:

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 responded that their web ordering system includes a disclosure that there are additional fees and taxes that apply. This is false for two reasons. One, see the receipt from TDS disclosing nothing about additional fees or taxes and instead confirming that they agreed to provide services to me for $80/mo for 2 years. If this disclosure about additional fees is included anywhere, it should be included on the receipt. Second, even if there was some obscure disclosure somewhere online, this disclosure would cover only Federal, State, and local taxes and fees for the services I signed up for: TV and internet. Such a disclosure would not cover additional fees amounting to $18.01/mo charged by TDS for the benefit of TDS or taxes assessed on phone service. TDS responded that their fees are remitted to government entities, including the state USF (Universal Service Fund) fee, Federal Universal Service Charge, etc. This is deceiving. These two fees are assessed by the government on TDS and paid directly to the government by TDS. TDS then chooses to pass these costs down to consumers, but they are not required to do so. Because these fees are not federal state or local taxes or fees assessed on the consumer, they should be removed from my bill. See explanation of these fees according to the Federal Communications Commission (FCC):State/Federal Universal Connectivity Fee (Universal Service Fund), Federal: $1.36/mo Because telephones provide a vital link to emergency services, to government services and to surrounding communities, it has been our nation’s policy to promote telephone service to all households since this service began in the 1930s. The USF helps to make phone service affordable and available to all Americans, including consumers with low incomes, those living in areas where the costs of providing telephone service is high, schools and libraries and rural health care providers. Congress has mandated that all telephone companies providing interstate service must contribute to the USF. Although not required to do so by the government, many carriers choose to pass their contribution costs on to their customers in the form of a line item, often called the “Federal Universal Service Fee” or “Universal Connectivity Fee”.Federal Carrier Universal Service Charge: $1.21/mo "Because telephones provide a vital link to emergency services, to government services and to surrounding communities, it has been our nation’s policy to promote telephone service to all households since this service began in the 1930s. The USF helps to make phone service affordable and available to all Americans, including consumers with low incomes, those living in areas where the costs of providing telephone service is high, schools and libraries and rural health care providers. Congress has mandated that all telephone companies providing interstate service must contribute to the USF. Although not required to do so by the government, many carriers choose to pass their contribution costs on to their customers in the form of a line item, often called the “Federal Universal Service Fee” or “Universal Connectivity Fee”. TDS claimed that the Cross Plains Franchise Fee of $2.76/mo is a local tax. Merely claiming a fee is a local tax is insufficient to justify keeping this charge on my bill. Because TDS has failed to properly support this claim, this charge should also be removed from my bill.

Review: I use TDS Telecom for my local phone and Internet service. The services have been good up until May of 2014. The internet service that I subscribe to is called Turbo Internet which descirbed as an Internet connection of 15MB download and 1MB up load. In May of 2014, I started experiencing very slow speeds with my service and many time the service does not work at all. I called the TDS tech support and they dispatched a tech to my home. The tech found no issues with the lines or the equipment. The tech then disclosed that TDS was experiencing major bandwidth issues after TDS started offiing a much faster service to customers with in a closer distance to their local office. He explained that the new customers with this service has created a major bandwidth issue with in our territory. Basically, TDS has over subscribed our market and can no longer support the advertised service. I have interviewed several of my neighbors who use TDS for Internet and thay all claim that they are having the same issues. After several more calls over the next few months to comnplain about the poor internet service, I finally got a hold of a customer service agent that discloded that there was indeed an issue in our area and the problem would be resovled by the end of the year. The agent also offered to reduce my internet service charges for six months. I have now received my latest bill and the full charge is back on my statement, yet the speed on the internet service is horrible. I made another attempt to call customer service on 01/05/2015 and was told that there was nothing being done to resolve the issues but offered to reduce the fees again. I don't want reduced speeds at a lesser cost, I want the service that I subscribed too and is advertised on all of their marketing and website materials.

Our use of the internet not only is for communication, web content and entertainment. Our local schools now require the students to go online to do their homework and further study. The majority of the time my children can not complete the assignments as the evenings are the worst time to use the internet service. They often have to go back to the school to get their work done. This is crazy... I am paying for a service that is not being delivered and TDS has no solution to the problem.Desired Settlement: TDS needs to fix the local system and deliver the Internet speeds they promise to their customers. Unfortunately, we do not have any other options for Internet service where we live or I would have discontinued their service back during the summer.

Business

Response:

Response to file# [redacted].

My service with TDS has been horrible from first innitial contact to set up in may 2014 to current. They never follow apt times during the 4 hour window, their people sent to your home are very abrasive and border line bagering of customers when setting up service. The technition tried to drop off equipt. and having me set it up. When I expressed dissatification with not getting the high speed internet I was paying for I was advised he was too busy to find out why it was not. Working properly. All follow up has been terrible. I signed up for their promo plan with free tablet that I still have not obtained in the mail months later and they are telling me it will take an additional 6-8 weeks. When I call from non internet working I have to call multiple times due to being hung up on. Very unproffessional service and company!

Called the customer service line to pay my phone. When the agent was verifying my email he used words to verify the letters for the spelling. for "a" he used "al qaeda" and for "t" "terrorist". This frightened me as this man now has my name, address and billing information. I called later to speak with a supervisor, they said they would listen to the recording and call back but they never called back.

Review: I am located in an area that we can only have TDS for our DSL provider. Since we had the service, we never were getting speeds up to 15Mbps. I called in 2013 and in 2014 to complain about the speed and even tried to reach out to chat where they stated:

Well, you have up to 15Mbps, which shouldn't be slow. That is the fastest speed available to your address. You may want to work with our repair department is you feel that it is not running up to par. Their number is 877-410-5971. They are open 24/7.

When I called TDS, they always asked to reset the modem and said if you continue to have issues to reset the modem. I had to teach my children how to reset the modem as I contused to have poor speeds. I figured if this is, all that TDS can do then, as that is what they are telling me, then that is all I can do. One support person told me that it was my issue, and that I should replace the phone line between the wall and the modem. I purchased another line and still was having issues.

Finally, my son was able to talk someone to send a repairperson. Once the repairperson arrived, he wanted to come in the house stating the issue was in the house. I informed the repairperson that he should check the line outside and not assume the issue is inside. The repair person checked the line and stated that we were only getting 6.9Mbps, and he informed me that he knew what the problem was that when the order was created, they forgot to change out the card in the office for the high speeds.

Now that it has been a week, I called TDS, spoke to someone for 30 minutes about my problem, and asked that I be credited for all my issues and for TDS never providing the speed that was stated I would get. After listening to me and placing me on hold, he tells me that this is a repair issue, and only they can provide a credit. The person transferred me and when he did, it was a cold transfer, and I had to explain myself all over again.

TDS, stated that they can’t find any records of me calling for performance issues, and that they do not care that I always was getting poor speeds, of if someone calls my line it knocks out the internet 5-10 minutes. I hope no one has to experience the poor service by both the service and the lack of record-keeping and customer service that TDS has to offer.

The issue is now resolved; I was not asking for much when I told them how this issue could be resolved, and I told them credit my current amount on my bill, which is around $168. I was professional with everyone, yet the customer is wrong in the eyes of TDS employees.

TDS CEO Dave Wittwer has on the company site “Dave has many goals as president and CEO, including; providing great service to TDS' customer base, delivering quality products and services.” This is not the same for the employees of TDS.

Every person I spoke with at TDS I asked one simple question, who’s fault was it that the card was never changed out in the beginning, not one person would step up and admit that it was TDS fault and apologize for TDS not changing the card out and putting my family through so much issues.Desired Settlement: All I had asked is for an apologize and a $168 dollar billing credit.

Business

Response:

Response to file# [redacted]

On 9/30/15 in response to Mr. [redacted] trouble report for DSL service, the TDS technician completed a repair to restore service. He also installed a whole house filter and ran a dedicated inside wire for the modem at no charge as a courtesy. Mr. [redacted] does not subscribe to an inside wiring maintenance plan with TDS and normally inside wiring work would come with a charge. Mr. [redacted] complained to TDS Repair that he wanted credit for two years of service problems. There had been one previous trouble ticket on 9/10/15 where Mr. [redacted] requested additional line filters. The last trouble ticket before that had been in 2011 for a dial tone problem. Mr. [redacted] then asked for a credit for three months of DSL service; only a one-day credit for the interruption was applicable. The TDS Repair supervisor agreed to provide a courtesy credit of $50.00. No further courtesy credit is applicable.

Thank you.

Consumer

Response:

Review: Receive mailings from TDS weekly typically 1 or 2 mailings. I had been using another carrier for a couple years and rates kept going up so was looking to switch to TDS. The most recent mailing advertised a TDS TV bundle which included Expanded TV Service 135+ channels all which appear to be HD plus DVR, Extreme100 Internet up to 100Mbps, and Classic phone with 30 min long distance for the price of $99.94/month. I read through fine print on back and except for taxes and govenment fees this would be cost. Called there [redacted] number and spoke with a person and after finding we were in an area where they have service he asked what service was I looking for. Explained received mailing and described package. At this point tried to up sell me to Expanded Plus package and showtime. Explained wasn't interested at this time and was looking for just package had received in mail.

He then asks do we have HD TV? Of course who doesn't. He then advises that for HD there is an additional $10 charge. I advised him the 135+ TV package advertised no where in ad or in fine print does it indicate to receive HD channels there will be an additional charge.Desired Settlement: If you've got a service to sell be upfront with your promotions and don't hide extra charges for a service everyone expects should be included. Almost all programming has gone to HD and for them to hide a surcharge for HD instead of being upfront about it just makes them look bad.

Business

Response:

Response to file# [redacted].

For several years we have been paying for DSL through our telephone company TDS Telecom but we are not receiving DSL speed service. When we call them about this, we are told that they are going to upgrade us by the end of 2015-lie.. One call recently we were told that we should get satellite, which we are geographically unable to receive (also, we live rural, so no cable). TDS has a monopoly in our area so we cannot switch providers. We need internet not only for personal use, but I struggle through with my online business.
I noticed on their (TDS's) Facebook page that this is a nationwide problem with their customers both rural and urban....numerous complaints. Something needs to be done about this. Paying them for substandard service when there is no choice and the out and out lying about fixing the problem is wrong.
The speed test at times, especially evenings and weekends, is an "F-"...less than even dial up.

Review: Recently TDS lost all our emails from one of my accounts that I had for my wife. She was told this would be fixed and a month later she could not get into her emails. The company ho-hum attitude to my dilemma is unacceptable and caused us many hours of grief. After a month or so of no emails or answers from TDS we decided to go to another carrier for our phone service because of this issue. Since my other email account that I used was still working I decided to keep it until I had time to move my email off line to a PST file. After we dropped the regular phone service but opt to keep the email my account quit working the next day. I want my emails back immediately or I want compensation for the lost of my emails that contained job references for unemployment, purchases that I made online, lawsuit documents that I had in folders...etc.

Note: Not only did they do this once but twice with out my permission.Desired Settlement: return of my emails

Business

Response:

Response to file #[redacted].

Review: Countless phone calls to customer service, 3 appointments made with no tech to show up. Customer service reps on the phone say that the techs are under contract in my area, are behind and try to come up with excuses. They keep making and setting up appointments and no one is calling to let us know that no one is going to show up. They keep taking my money for my phone service, but they don't want to do their end of the deal and come out and service us when we have phone or internet issues. Last year in 2013, it took 6 no show appointments for them to finally show up for new service to be added to my new home. This time it has been 3 appointments missed so far. The customer service reps are pleasant and try to satisfy you, but I dont' think that they should be making appointments that they are not sure about. ALso, TDS used to be a fantastic phone company, the customer service side of things have declined significantly, I hate to see this and you can tell phone technical support has been outsourced as well now.Desired Settlement: I just wish that TDS would come back with the wonderful service that they used to have in the past. Also, get rid of the contracted techs that come and go as they please. Do not sell phone service to people if you have no way of servicing them the way the company desires. Don't schedule appointments and stop wasting consumers time waiting on a tech that is not going to show up.

Business

Response:

Response to file #[redacted].

Review: We purchased the TDS Managed IP service from TDS. Based on the recommendation given by TDS, we selected a level of service that was thought to fulfill our needs. We began to have issues with speed and quality of connections. When contacted, TDS put the blame back on us and our systems and our home office. After consulting with our IT staff at our home office and an independent IT consultant, it was deemed our issues stemmed from TDS' inferior equipment and network. When I pushed the issue further, they offered to upsell us into a different solution. This back and forth took approximately 2 years. Finally, I cancelled our service in month 56 of 60. They now slapped us with a termination "fee" of almost $4000. I have asked for an explanation of how they arrived at this dollar amount several times and was to refer back to the contract....which I did....which did not answer my collection. After 2 months of dispute they forwarded the fee to a collection agency. I've been working with the agency to obtain the information needed to pay the bill.....even though I don't feel I should have based on the inferior product and poor service we were provided with. I agree that per the contract I owe them the fees they waived up front and incentive that total about $1700 which I paid. I'm not paying the remaining balance as I was never given the math showing how they calculate the amount due.Desired Settlement: I'm asking they waive the balance of the early termination fee based on the poor service and product provided, and the fact that they can't illustrate how they came up with the remainder of the fees charged.

Business

Response:

Response to file# [redacted]

Prior to cancelling service

with TDS, TDS Sales provided information about the early termination fee and a

copy of the contract. TDS Sales provided information about amending the

contract if the customer wished to use an alternative internet service provider

for faster speeds. The customer declined. Instead, the customer decided to

cancel service prior to the completion of the contract term and an early

termination fee applies. According to our records, our Billing advisor provided

a calculation of the fee on 12/17/15.

Should Mr. [redacted] need further

details, he may contact [redacted] at [redacted]. Thank you.

Review: Description:

Concerning: TDS [redacted] I li\le on Lake Hudson, service providers are hard to come by out here. I have a bundle of services from TOS. They include Dish satellite TV, phone service, and internet. I was on their internet lite package, that should have delivemd 1.0 mg of web access for $37.19 per mo. It did not deliver any more than 0.' to 0.5 mg at most. Often the speed test would time out because it was too slow to register. TDS has oversold their internet service line from the carriE!r, to the central office. TDS rep [redacted] checked the lines in my house ami they are all good. The line they have oversold is the OSA 1 line. After m,)nths of complaints, last month TDS offered me the 5 mg package for $1;2.14 a month. Supposedly to speed up my web access. I have not received ary more than 0.4 mg since 8/29/14. I base that number on the TDS speed check they provide on their web site. The service rep [redacted] who is sympathe1ic, told me that even if they decided to make the investment, it would take months to rebuild the line enough to provide the speed that I am paying for. They willingly admit the line is

oversold, and that it does not delivElr the 5.0 mg of internet access that I pay for. The last 4 days, I've received 1/20th of the service capacity that I pay for. TDS told me the sales reps keep adding more customers to an already overloaded line. I have made a couple of dozen calls to TDS to complain. I am now being charged for 5.0 mg of access, that TDS admits they can not deliver. I had been using Hughesnet, the only other web access provider in the area. When TOS promised me faster service, I had to pay a $400 penalty for cancelling Hughe~;net early. The supervisor told me yesterday that there is nothing TDS can do. Apparently they would prefer to have 10 unhappy customers payin!~ them, then 2 happy customers paying them.Desired Settlement: If TDS can not deliver the 5 mg service to me at all times, then they should lower my bill to reflect the service t1at I now receive. And keep my bill lowered until they can deliver the speed they promised. The service rep said the customers who complain the rost, will get any upgrades they may decide to make in the future. My goal is not to save money on the bill, it is to receive 5 mg of web access. As long as they are getingt paid, they have no reason to make the investments nElCessary to keep customers satisfied.

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 speed plans in Mr. [redacted] serving area at this time. The customer may change back to DSL “Lite” plan. Upon receipt of the order to return to the “Lite” DSL plan, TDS will provide a credit for the difference of the “Lite” and “Express” plans. We will waive the change order fee as well.

If Mr. [redacted] chooses to cancel the DSL service, we will waive the $300 early termination fee associated with the triple play promotion (2-year term).

I am sorry that we are not able to meet the customer’s expectation with the DSL service.

Thank you.

Consumer

Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

B.B.B.,

You are probably the worst internet service in the [redacted] world!!!! I can never watch netflix when I want fix this [redacted]!

Review: When I requested this service their ad said free internet for a year if I added dish network with a two year commitment on Dish TV. Now that I have cancelled Dish and wish to cancel the internet they want to charge me $300 disconnect fee on the internet. I was not made aware that there was also a two year commitment on the internet as well. Their representative was not clear on this when I added the internet and I do not feel I should be charged this outrageous fee for their mistake. If I have to get a lawyer, so be it. I would never have agreed to a two year commitment on the internet had it been explained to me correctly.Desired Settlement: Cancelation of $300 fee.

Business

Response:

Response to file# [redacted].

Review: TDS Telecom accidently disabled my email account. I have been without email for 10 days and they have not been able to resolve the issue. I have called every day for 10 days and the phone number is an offshore service in the Caribbean. I have spoken with a number of people, none of who have been able to correct the problem that they caused. I have parents in the hospital and I can't receive updates, I can't do my billing or banking without my email account. I can't receive email communication for my work or from my children's schools. I set up a new email account with another company, but I can't upload my contacts because the tds email account has been disabled. I have been told every day that they are working on it and will call me back. That has not happened. I have spent hours on hold with TDS. Terrible customer service.Desired Settlement: I would like to be able to access my email account.

Business

Response:

Response to file #[redacted]

Ms. [redacted] had cancelled service with TDS, but asked to establish an email-only account. This was unfortunate timing as we also were migrating to a new email platform and the old email account (and its history) was removed and the new email box created without migrating the history. TDS Repair was able to restore the email history and followed up with Ms. Norman about it on 12/5/14. She confirmed that she got back her contacts and old emails. We apologize for the inconvenience. A courtesy credit for $25.00 was added to her account.

Thank you.