TDS

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, but would be interested to know why TDS has not sent notices to customers who have been paying the higher charges when they have known they could not meet their commitments 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] At this point (7-27-15) I am rejecting the TDS responseI will, however, review the matter when the 7-28-statement arrives and make you aware.Regards, [redacted]

[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 I had made several complaints to TDS regarding the problem of adchoices constantly popping up with repetitive content that took over my screen and am sorry that the only action they took was after I made a complaint to the Revdex.com The customer service reps were nice but told me there was nothing that could be done about it Perhaps they were unaware of how to solve the problem Regards, [redacted]

Response to file# [redacted] On 11/2/we sent the customer another shipping boxAccount notes indicate that Mrs [redacted] brought in the equipment on 11/3/ Analog cable is outdated technology and it is a natural progression to update to the current digital technologyWe notified all analog customers in advance of the upcoming conversion and then provided additional warnings to customers who did not respond to our notifications to contact usAny TV that did not have digital equipment would go dark during the conversion Instead of shutting down all channels at once in the digital conversion, we started doing blocks of channels in the hopes of prompting customers to contact us and arrange for the digital equipmentThis was not “ransom notes”, this was a measured transition approachThe majority of analog customers contacted us about the digital conversionA small number of customers did not take action, which prompted our decision to proceed as we did Our phone plans come with Caller IDThere were no trouble reports about Caller ID troubleCaller ID service would require the use of working Caller ID phone equipment, which we do not supply As a courtesy, we added a credit of $The customer made final payment on 11/3/which resolved the final account balance 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 I find that in know way does this resolve my complaintTDS sold me and continues to collect from me a monthly fee for a service that they apparently can no longer providePlease note that the internet service (DSL provided to our home by TDS) though never as fast as they advetised it to be (to MBS) was deemed satisfactory by the family and we continued to use it We have been an internet customer of TDS for to years and have seen the speed of the service continue to get slower and slower During daytime hours it is slow ususaly under MBS and of an evening it will easly and routinely drop below MBS This is totally unexceptable as they are not providing what we pay for We have been told by TDS technical team that it is a capacity problem I interpret this to mean that TDS has sold service to more customers than they can supply Now they want me (a long time customer) to give up the service and seek a differnent ISP Interesting they reccomended Dish Network which is affiliated with TDS Dish Networks satelite provision is limited in usage and two to three times more expensive, this is not an option TDS needs to provide to me, a long time customer, the service we pay for and once had, it is not my problem they sold more capacity than they can provide 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 In response, I have the followingIt was actually me leaving senior advisor [redacted] in Minnesaota voicemail messages with no call backThe number listed in their response is incorrect ( [redacted] ) and is not the number I left with [redacted] or the number that is on our TDS accountThe [redacted] is almost my wifes number, which is actually [redacted] , but in any event, I have been the predominat one trying to get this issue resolved and using my number, not hersIt will be seven weeks tomorrow when we first reported the problemDoesn't seem to far off the realm of reality to open the account and contact the number that is assocaited with the account.As an update, the service has been working almost as it did prior to seven weeks agoWe have only had to reboot the modem five times this week (BTW, it is a TDS modem, not a third party modem as stated in the last repsonse) and only had a handful of recover webpage eventsMy wife has been able to use the VoIP this week, which had been previously totally out of serviceWe are on pins and needles that the service remains operationalPrimarily due to the response of TDS and her inability to perform her job function on the TDS network, we have placed our house for saleIt is sad to think a customer has to choose a house outside of an internet service area due to this level of customer service and system performanceWe've been a TDS customer for months now when we bought the houseIf there were any other options for VPN, we'd been all over it starting about weeks agoIt's been hugely frustrating and my wife is weeks behind in her work due to the inability to use the previously acceptable serviceAnother BTW..there is still no credit on our account as indicated in a prevous responseDuring this whole episode, it is evident that TDS does not have any consistency with any departments and thier coordination of services, based on the end users vantage point, comes off as a bunch of BS, as no two stories are ever the same from customer service, the "advanced" team to on-site techniciansIf TDS is recording conversations to improve customer service, please call meI have some suggestion from real life experience with the various departments 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.I have NEVER received any call from TDS on the complaintThe "senior" tech has my number and at least CSR's from their call center have my wife's phone numberNeither of us have ever received a call backI called the "senior Tech" again yesterday,(10/5/2016) only to leave yet another message, and hours later, no call backI have left messages with the Senior Tech nowI have no idea who completes this response from TDS, but it does not surprise me as this type of "handling the issue" is company wideThere is miss communications within the company and what seems to be widespread BSUnreal And still, the ISP service crashes, requires re-booting, and is so slow that you can't utilize VoIP or have remote technicians log in because of the speeds, when we have connectivity Regards, [redacted]

Follow up response: I am sorry that Ms [redacted] was inconvenienced and had a poor customer service experienceIt was not Ms [redacted] error, which I did not say was the caseIt was our Sales advisor’s error for entering the incorrect address and contact number in the orderThe Contact Center regularly records calls for coaching and training purposesThe order entry is made by humans and thus subject to human errorThere is a training and coaching team that monitors/reviews calls and documents procedures for our Contact Center staffI did listen to the call as well as the advisor’s supervisorThe Sales advisor in this instance did receive coaching about the order entry errorThe supervisor’s manager was also made aware of Ms [redacted] concerns with the customer service experienceAgain, I am sorry that Ms [redacted] is dissatisfiedAs previously explained, we have waived charges for a month’s services due to the miscommunication that caused the inconvenienceAs additional apology, we are adding another credit for $which covers the data installation and modem shipping charges

Response to file# [redacted] TDS advertises that DSL speeds and availability varySpeed plans are “up to”TDS Engineering has a project in place to upgrade network capacity in Ms [redacted] areaThe project is nearing conclusionIn the meantime, the customer may reduce their DSL plan or cancel DSLWe are providing a discount of $off per month for a period of one year (concludes 7/4/16) due to the customer’s dissatisfaction with the speeds they receiveAlso, our records show that the customer recently reported trouble with the DSL modem lights flashing and the TDS technician replaced the modem on 8/13/to resolve the trouble 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 belowThe technical explanation wasn't necessaryIt's just filler to cover up the main fact of what happenedI was told the same information more than times, each after me asking for confirmationI don't care if you stack it up to bad training, her being misinformed, whateverThe end result is that your employee offered to get me service and then gave me news about a massive installation chargeThat is a lieFraud that is clear as dayIf you gave a damn at all about customer service you would honor the word of your sales repsBeing a manager myself I recognize that if one of my employees makes a promise to my customer that following through on that promise not only the legal thing to do, its the right thing to doA sign of a good company is one that takes responsibility for their mistakes, and treats the customer with respectTDS has shown no integrity or remorse, much less any respect to me [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Response to file# [redacted] On 8/7/Ms [redacted] ported her services to another providerOn 8/8/Ms [redacted] contacted TDS to re-install service and port back the numberService was installed on 8/9/ with a temporary number while the number porting issues could be resolved TDS advertises that DSL speeds and availability varySpeed plans are ‘up to’Unfortunately, at this time TDS is not able to offer faster internet speeds in Ms [redacted] areaWe have limited our sales to our lowest tier DSL plan DSL “Lite” (up to 1MB) due to excessive demand on the network in Ms [redacted] serving areaWe have plans to upgrade broadband services in Ms [redacted] area as related to the Connect America Fund; however, it is in the early in the planning stages and we do not yet have information about the project timeline for Ms [redacted] serving area Ms [redacted] may sign up for updates at tdstelecom.com/networkupgrades On 8/16/Ms [redacted] contacted TDS about her dissatisfaction with the DSL “Lite” serviceOur senior advisor offered her a discount of $off for a period of 12-monthsMs [redacted] may cancel DSL at any time with no penaltyWe partner with DISH Network and can offer their dishNet service as an alternativeOther alternatives for faster internet plans could include Exede, Hughesnet, other satellite or wireless providers Thank you

I accept the business response to resolve this complaintPlease note that we still do not have TDS email as of 12/and today is 3/15/They said they will not explain why but still have a problem and therefore they have not fulfilled their part of the contractWe will wait this out until they fix the problemP>[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 complaint file # [redacted] The $fee is charged to the customer’s credit card or banking institution by the payment agency—FIS (Fidelity Information Services)This is not the same as TDSThis is not a charge that appears on the TDS bill or is a fee that is collected by TDS It is the cost to the FIS payment agency to make a rush payment If regular payments were made by or before the due date, then there would be no need to make a rush payment and the customer would also avoid late payment feesI understand that there is a financial hardship and there are government programs that support telecommunications service to offer a discount called “Lifeline”The Federal Lifeline discount is $and the State of California Lifeline discount is $8.63, for a total of $17.88/month if found eligibleIf no one else in the household already receives the Lifeline discount and the Lifeline applicant is found eligible by the State of California’s Lifeline agency, then this discount would be a big help to cut the monthly TDS bill by nearly halfI have asked that a Lifeline application is sent to Mr [redacted] If Mr [redacted] is not eligible for Lifeline or the household already receives Lifeline from a cellular carrier, then I would recommend that Mr [redacted] contact TDS Consumer Sales to remove optional features (Caller ID, Wire Maintenance) from his plan to reduce the billWe offer Deferred Payment Arrangements if the account is up for suspensionAlso, TDS offers at no cost an electronic payment and billing called “E-Pay” Thank you

Response to file# [redacted] We referred to our Sales group who is responsible for the Door to Door sales agentThe agent made an error and offered a New Customer promotional rate to Mrand Mrs [redacted] who were existing customers who had already enjoyed a New Customer promotional rateIt seems that the agent failed to follow up timely to explain about his errorThe Sales manager agreed to extend the promotional rateOur senior advisor left a message for the customer to explain this and to ask them to call in to confirm the service change and then we will be able to proceed with the orderThe senior advisor indicated she would call again on 1/8/16, otherwise the customer may call in and speak with anyone in our Customer Sales & Service (888-225-5837) department to process the order I apologize for the miscommunication with the Sales agent Thank you

Response to file# [redacted] TDS Repair attempted to reach Mr [redacted] to assist him with his concerns; however, unfortunately they were not able to reach himAt Mr [redacted] earliest convenience, he may contact TDS Repair and ask to speak with a seniorMr [redacted] changed from 50MB to 100MB service plan on 3/4/15; the difference of the two plans is $TDS is also providing a discount of $off for a period of ten-months (through 12/25/15) Thank you

Follow up #2: We are confident in our procedures and documentation that demonstrates that we processed the porting request appropriately and accordingly of industry standardsWe do not agree with Ms [redacted] assessmentNo further adjustment is applicable

Response to file # [redacted] Unfortunately there was an error with a long distance code (Bell Atlantic instead of the TDS code), which resulted in some extraneous intra-lata toll charges on the [redacted] bill that thus far have totaled $There may be additional Bell Atlantic intra-lata toll charges on the February billThis should be the last of itThe toll code correction has been completed on 1/28/Toll charges are billed in arrearsOur records show that we have provided credits for the toll billing error in total of $25.64, which exceeds the amount of the billing errorWe apologize for the inconvenience and that the trouble was not resolved upon initial contact with TDS Thank you

Follow up: The original sales call was not recorded so we are not able to reviewI acknowledge that our Sales representative may have made a mistake with not entering the billing address that Mr [redacted] desired and I apologize for the inconvenienceAn incorrect billing address does not excuse non-payment for services rendered Mr [redacted] was aware that he ordered the service, would be billed for it, and would need to pay for itWe were not made aware of the invoice billing address issue until after the disconnectionWe made an effort to contact Mr [redacted] prior to the suspension of serviceWe do also offer online bill pay Our marketing lists show the Alpine address and we can find no explanation as to how the marketing letter got addressed to AustinI apologize for the inconvenience of the confusion with the mailer Our Customer Service supervisor agreed to allow an exception to add the promotional rate for internet-only servicePlease note that delinquent accounts may lose discounts

[A default letter is provided her DG Eu e 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] We apologize that Mr [redacted] had difficulty reaching our Repair departmentOur senior Repair advisor attempted to reach Mr [redacted] to offer assistance with testing his internet connectionMr [redacted] has not yet responded to their messages TDS advertises that DSL speeds and availability varySpeed plans are 'up to' Unfortunately TDS cannot offer faster internet speeds in Mr [redacted] 's area at this timeFortunately, Connect America Funding (“CAF”) will help upgrade the broadband network in Mr [redacted] 's area in the futureWe do not yet have a timeline for completion of the projectCustomers may sign up for email updates at tdstelecom.com/networkupgradesThe customer may reduce his DSL plan or cancel DSL without penaltyTDS partners with DISH Network and we can offer their dishNet satellite internet as an alternative Other alternatives could include Exede, other satellite or wireless providers Thank you