TDS

Review: In October 2012, I contacted Grand Haven Board of Light & Power's TDS account manager to discontinue service on four of our TDS lines. Our account manager is [redacted]), who informed me this would be taken care of. Upon reviewing an invoice several months ago I realized we were still being charged for the four lines I had disconnected effective October 31, 2012. I left several messages for Ms. [redacted] with no return call. I then asked our Accounting Clerk to connect with Ms. [redacted] to ensure the lines are disconnected and to seek reimbursement of the over charges since 2012. Ms. [redacted] requested an email verification of the disconnect from our accounting clerk which we never received. Our accounting clerk again requested to have the four lines disconnected,which Ms. [redacted] confirmed and promised an email verification. We have not received the email and are still being billed for the four lines. Following this, I again attempted to connect with Ms. [redacted] with no return calls. I was finally able to connect with her via the TDS billing department on May 29, 2015. We discussed our conversation in 2012, confirmed my request to disconnect the four lines and the BLP's request to receive reimbursement of the overcharges since 2012. Ms. [redacted] indicated she would have to reach out to her manager ([redacted]) for approval on the reimbursement and she would follow up with an email to my attention. I have not received the promised email from Ms. [redacted] and we were again billed for the 4 disconnected lines. We did not pay for those four lines on our last invoice and have now received a 'Reminder Notice' from TDS on payment. I am seeking assistance from the Revdex.com to help the Board of Light & Power resolve our ongoing billing issue and overcharges with TDS.Desired Settlement: We need the four lines disconnected and reimbursement of overcharges since October 31, 2012.

Business

Response:

Response to file# [redacted]

Our records show that Ms. [redacted] called TDS on 4/9/15 to dispute charges indicating that they requested the service disconnected in October 2012. Ms. [redacted] was referred to TDS Sales account manager [redacted]. A few weeks later, [redacted] spoke to the customer ([redacted]) who asked to disconnect four numbers and she too asked for a credit back to October 2012. [redacted] pointed out that the service has been billing for over two years and that had there been a billing error, they should have contacted us right away. [redacted] asked for proof that the customer had requested disconnection previously. [redacted] stated that she would ask Renee. A few weeks later, [redacted] spoke with Ms. [redacted]. Ms. [redacted] indicated she could not find any documentation of their request in 2012.

The customer is responsible for billing charges and notifying TDS of any dispute within a couple months of billing. TDS’ Terms of Service state:

2.6. You must contact TDS at the phone number provided on your monthly statement within 60 days of the invoice or transaction date of any charge if You believe TDS has made a billing error. Refunds, credits or adjustments may not be given for any charges which are more than 60 days old. [Note, TDSLD customers must provide such notice within 3 months of the date of the applicable invoice.]

[redacted] has placed disconnection orders for the 4 numbers. We will credit back to 4/9/15, which is when we received the disconnection request. There are three other numbers on the account still active. [redacted] indicated she would inquire with the customer whether they wanted to disconnect those numbers as well.

For any questions, Ms. [redacted] may contact [redacted] at [redacted] or her manager Stephanie Clay at [redacted]

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 and the Board of Light & Power's response to this offer are indicated in RED:Response to file# [redacted]Our records show that Ms. [redacted] called TDS on 4/9/15 to dispute charges indicating that they requested the service disconnected in October 2012. Ms. [redacted] was referred to TDS Sales account manager [redacted]. (BLP Comment – [redacted] did not return any of my phone calls, therefore I asked [redacted] Babrick to connect with TDS). A few weeks later, [redacted] spoke to the customer ([redacted]) who asked to disconnect four numbers and she too asked for a credit back to October 2012. [redacted] pointed out that the service has been billing for over two years and that had there been a billing error, they should have contacted us right away. [redacted] asked for proof that the customer had requested disconnection previously. [redacted] stated that she would ask Renee (BLP Comment – We have record of the October 2012 conversation when Ms. [redacted] agreed to disconnect the 4 lines. Further, Ms. [redacted] agreed to disconnect the 4 lines during her conversation with [redacted] and told [redacted] she would send email confirmation of that request. [redacted] has not received the email confirmation and the lines are still not disconnected). A few weeks later, [redacted] spoke with Ms. [redacted]. Ms. [redacted] indicated she could not find any documentation of their request in 2012 (Note – I told Ms. [redacted] we have written record of the October 2012 conversation.).The customer is responsible for billing charges and notifying TDS of any dispute within a couple months of billing. TDS’ Terms of Service state:2.6. You must contact TDS at the phone number provided on your monthly statement within 60 days of the invoice or transaction date of any charge if You believe TDS has made a billing error. Refunds, credits or adjustments may not be given for any charges which are more than 60 days old. [Note, TDSLD customers must provide such notice within 3 months of the date of the applicable invoice.][redacted] has placed disconnection orders for the 4 numbers. We will credit back to 4/9/15, which is when we received the disconnection request (BLP Comment - We believe TDS should reimburse the BLP back to October 31, 2012 because Ms. [redacted], an authorized TDS Account Manager, stated she would disconnect the lines effective 10/31/2012 AND we have record of that conversation. At a minimum, TDS should reimburse the BLP back to February 9, 2015 in accordance with TDS' own Terms of Service 2.6; i.e., "You must contact TDS at the phone number provided on your monthly statement within 60 days of the invoice or transaction date of any charge if You believe TDS has made a billing error. Refunds, credits or adjustments may not be given for any charges which are more than 60 days old. [Note, TDSLD customers must provide such notice within 3 months of the date of the applicable invoice".) There are three other numbers on the account still active. [redacted] indicated she would inquire with the customer whether they wanted to disconnect those numbers as well. Regards,[redacted]

Consumer

Response:

Clinton Home Center has had trouble with TDS three times in less than a month. We are a small business and we have lost phone services for 4 days already this month. It is very hard to run a business without phone service. We also lost email and internet for 3 days.

TDS Telecom is the only service provider to my area for Internet/Cable and if it wasn't I would gladly pay more money not to have them. I have lived at my current residence for roughly 2 1/2 years and all of a sudden my Internet completely stopped working. Upon calling TDS, I found out that our new neighbors had set up their internet and in doing so had disconnected ours. When talking to TDS, I asked why they would just randomly disconnect service to someone who was current to their bills and gave no notice of termination of contract and they couldn't give me a reason. I informed them that I had received no call attempt to verify that I had left the residence or any mail to confirm/deny. They then told me that I had to pay off my "old" account so I could open up a new one. Reluctantly I agreed and had to place a payment over the phone to close out the old account and the new one started bill correctly as far as I could see. This was all a couple of months ago.
Now today, I get a call and voicemail from a COLLECTION AGENCY saying that I have a bill that is unresolved. Perplexed I call them back only to find that TDS has reported me for collections of $30 some odd dollars. Again, NEVER RECEIVED ANY NOTICE saying that I was deliquent in the first place. No phone call, no nothing. In a world where credit is seemingly the only thing that matters, and is something that I have fought so hard to keep in good standing, to think that mine could be affected by such a ridiculous thing makes me irate. And all for $30 that if I knew I "owed" them (which I certainly question the validity of that in the first place)I would have paid immediately.

Review: I called and canceled my dish network that TDS administers back in July 2014. I was told that they would cancel it and I would no longer be charged. It is now NOVEMBER and I am still getting charged every single month. Every single time I call I keep getting told not to worry about it and that my bill will be corrected and that my account shows that my dish is not active. Now I'm being told that they have no record that I ever canceled my service and won't correct my bill. I called four times today (11/13/2014) and keep getting the run around the last time I was hung up on. I finally got a supervisor on the fifth try and she tells me to "Calm Down." The time to be calm has passed. TDS will not fix my bill and will not help me when I call. I want my bill corrected.Desired Settlement: The only service I am using through TDS is the internet service. I want my bill corrected to take off all the charges related to Dish Network, so I can pay only my internet charges.

Business

Response:

Response to file# [redacted].

TDS placed fiber in my neighborhood about three months ago. I already had their internet and cable service. The television was provided by Dish however all of my contact and bill payment was made through TDS. I signed up for the fiber service. After it was installed TDS continued to charge me for the DISH service and refused to remove the charges. After waiting forever to get someone on the phone I was told it was my responsibility to contact DISH even though I never had an agreement with DISH and all of my services were provided by TDS. The TDS person who showed up to do the fiber install said that someone would eventually contact me about the DISH equipment he left sitting in my living room. After much phone discussion the TDS folks I talked to said they admitted it was mistake but that there was not much they could do about it. I did contact DISH and was told that TDS was responsible for my account and that as far as they could determine I did not owe them anything. TDS was dishonest in their dealings with me and intentionally failed to address their mistakes related to my account.

TDS overall is not a good business and lies to it's customers. I made an arrangement with them to make a payment today for a set amount. I was told that all I had to do was call and make the payment. I have been trying for over an hour to get this settled. When I FINALLY got ahold of someone to make the payment they told me that I had to pay an extra fee to pay over the phone. I was not told about this fee and when I said I was unwilling to pay the fee since I was not told about it ahead of time I was "put on hold" but the person just hung up on me. I am beyond upset with the customer service, the rude way I was treated, and the lies.

Review: I have all of my telecommunications (telephone and internet) through TDS. I am unable to obtain other services at my service address. I pay for 5mbp internet service and never come close. If I am lucky I might get 2mbp of service, most of the time it is below 1mbp. I contact customer service quite frequently. There have been open service tickets since 2007. I am told that it is a capacity issue in our area. Each time I ask as to when it is expected to be completed. Today while talking to customer service, I was told that yes it was an issue that affect many people in my area but that there was not enough of us for it to be a concern to TDS. I find this unacceptable. TDS is collecting money from the customers to provide a service and continually fails to provide that service. I have spoken to individuals in the billing department and have been told that I could down grade my internet. I currently have the price for life plan and the lower plans will actually cost the same or more than I am currently paying. Why would I down grade my service when I can not get dependable internet at my current plan.Desired Settlement: I believe that TDS should refund the amount that I have paid for internet since 2007 and should not charge for a service that they can not provide. Ultimately, I think that TDS should repair the capacity issue and if are not able to do so than to allow other telecommunication companies to provide service for our area.

Business

Response:

Response to file #[redacted].

Review: TDS is charging $63.52 for high speed Internet service and is not delivering. TDS charges $63.52 for 5 mbps of Internet service, but only delivers .31mbps. This has been going on for months and affects hundreds of customers. I and others have called TDS repeatedly and all we get is a monumental runaround, our intelligence insulted, and told this is what you get! This causes stalls, freezing, lost information, inability to watch any youtube or any other video.Desired Settlement: Either deliver 5 mbps or compensate for lack of service.

Business

Response:

Response to file# #[redacted]

TDS advertises that DSL speeds and availability vary. In areas where DSL network capacity is constrained, such as [redacted] area, TDS has put restrictions on DSL sales. We apologize that we are not able to meet [redacted] expectation for DSL speeds at this time. TDS Engineering is working on several projects in the main hub area to improve DSL service, some of which are scheduled to be completed by the end of the year. Unfortunately engineering projects do take a long time to complete. There is no set completion date yet for a project to increase broadband transport capacity for the remote serving switch in [redacted]’s location. Therefore, the options at this time are that [redacted] may cancel DSL without penalty or choose to change his current service plan (up to 3MB DSL) to DSL “Lite” (up to 1MB DSL). [redacted] does not subscribe to our DSL “Express” (up to 5MB DSL) plan. That is not an option at this time. An alternative may be satellite internet. TDS partners with DISH Network who offers dishNet satellite internet service. There may be other satellite providers that offer internet access. I am truly sorry that we cannot offer the DSL service that [redacted] desires.

[redacted] may contact TDS Consumer Sales at [redacted] to discuss options.

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.

My computer has been down for a week! I've called TDS or tried to

call TDS, but the phone number TDS gave me for service ([redacted])

and all I got was a busy signal, for the entire week! Finally, someone

showed up,installed a new "card" and new modem, but the speed is still

slow, the connection still stalls and freezes. I/we are being charged

full price.

Review: I have been buying 15Mbps or DSL data from TDS for two plus years. This was after their sales person said I should upgrade from the original 5Mbps I had been buying. Once updating I have not been able to receive any more than 5-6Mbps and every time I call their support line I get told they would look into it and get someone out to see what the issue is. Their response only last for a couple of days and then it goes back to the same slow speeds. I was told that since DSL has not been upgraded in the area and more people are moving in we all share the same bandwidth. DSL rep does not support this and one time the online support person told me if I was not satisfied with TDS then I should drop their service, knowing I had no other options available.Desired Settlement: I want TDS to deliver what I am paying for. If they cannot deliver then they should stop advertising additional bandwidth

Business

Response:

Response to file# [redacted]

TDS advertises that DSL

speeds and availability vary. Speed plans are ‘up to’. Unfortunately, at this

time TDS is not able to offer faster speeds in Mr. [redacted] area. We recommend

that the customer reduce their speed plan that better matches their experience.

The customer could have changed or cancelled the service over the past two

years when they found the Turbo plan did not meet their expectation. In

response to the network over-utilization, we have limited DSL sales in Mr.

[redacted] area. Also, we partner with DISH Network and can offer their dishNet

service as an alternative. Other alternatives could include Exede, other

satellite or wireless providers. I apologize that we have not been better able

to meet the customer’s expectation for service.

Thank you.

Consumer

Response:

Review: Called TDS Friday October 23, 2015 in regards to removing my ex wife "[redacted]" from my TDS account.

The customer service rep put us on hold to make a call to "[redacted]" regarding having her removed from the account. The rep came back on the line & stated that she could not reach Ms. [redacted] to speak with her. The TDS rep then stated that she left a detailed message on Ms. [redacted] voicemail to call her back.

The TDS rep then stated that we should call back Wednesday October 28, 2015 to check the status of having Ms. [redacted] removed form the account.

During the conversation with the TDS worker I also had my girlfriend [redacted] added as someone who can call & take care of any issues or problems that may arise.

Wednesday October 28, 2015 [redacted] called TDS back to check on the status of having Ms. [redacted] removed form the account. Now we are being informed by TDS that if we take Ms. [redacted] off the account it will make the current services package that we have null & void. In the process we will have to have our current services disconnected & reconnected. When reconnected we will no longer be under services package & our bill will increase $25.00 plus taxes & fees.

At no time during our conversation on Friday October 23, 2015 were we told of the change in services package or cost should we have Ms. [redacted] removed from the account.

When asked about down grading our phone services the TDS rep stated it would null & void the service package that we currently have. There was no mention of any changes to our services by removing Ms. [redacted] until today when [redacted] called them back.Desired Settlement: We should be able to remove Ms. [redacted] & keep our current services packages & pricing. TDS misinformed us therefore they should honor the information that they gave us.

Business

Response:

Response to file# [redacted]

Our senior advisor put through an order to remove [redacted] from the account with approval from her supervisor. She spoke to (account authorized) [redacted] on 10/29/15 to advise of the resolution. Account security and Customer Proprietary Network Information (CPNI) are important requirements of all telecommunications companies.

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.

We did receive a call regarding the removal of [redacted] NOT ([redacted]) from the TDS account. [redacted] was told that NO other changes will be inccured due to the name removal. As long as TDS stands by their word of keeping our plan & pricing the same we are satisfied with the outcome.Regards,

Review: TDS has been our internet provider for along time. They informed us that they would be switching our email account from the current provider to another provider. I always thought our email was at tds but I guess it was controlled by google. When TDS transferred our email account to the new provider (synacor) our email account disappeared. We are not able to access our email, and have not been able to access it for over two weeks. I've called numerous times to talk to support staff, to their managers and then their manager. I've also called synacor to complain about the transition process. The only answer I get is that they are aware of the problem and have meetings about it every morning. I have asked to just have access to my email address book - forget all the emails that have accumulated. I've been told that it isn't possible to access my email address book. I've asked if the data still existed or has it all been deleted. I've been told that the data is still there it just can't be accessed. I told them that this is not acceptable, that I worked in the data processing world and that they should either give me access to a backup of my data, back out the email transition, or admit that they have no idea what happened. To go over two weeks without finding a solution to the problem does not bode well for their company. If the problem involves multiple companies (TDS, google, and synacor) then someone needs to own up and get this fixed.Desired Settlement: I would like access to my email account - the current contents of my inbox and any saved messages - at the very least my address book. The fee for the last month could be reduced for all the days I didn't have access and for the hours of waiting on the phone to talk with someone.

Business

Response:

Response to file# [redacted]

The customer recently disconnected local and internet service with TDS and installed email-only service. Unfortunately there was a technical problem with email due to a platform conversion and the email account was not able to be restored until 1/2/15. TDS Repair supervisor left a message for Mr. [redacted] to contact Repair if any further trouble or any questions. We apologize for the email interruption.

Thank you.

Consumer

Response:

Their internet service is completely unreliable and their service continues to say it's not their problem.

Review: TDS prematurely disconnected my bundled services. My calls to reconnect has been met with constant change of info, and without TV,internet,or phone.

Due to increases in my bill, I contacted TDS on 2/20/15. From the rude reception I decided to cancel my account. The rep told me my billing cycle starts on the 15th of each month so I scheduled account cancellation for that date giving me ample time to explore and set up services with a different provider. I came home on 2/25/15 to no TV,phone,or internet. I contacted TDS and the rep said I had authorized a cancellation for that day, 2/25. They cannot help me that night but to call the next day. I called next day and another rep told me I had authorized a cancelation for 2/23/15;a mere 3 days after the initial call.Now I have 2 different dates that I supposedly asked to be disconnected on. She also advised that I may reconnect but I will have to pay reconnection fees,put me in a new contract,and charged early termination if I proceed with the 3/15 reconnection date. I asked for a manager. The manager looked up the system and realized it was their mistake and said I would be reconnected but a tech has to come to the home to do so and she will call back to give a date. She called and said they can schedule a tech for Saturday 2/28/15 but additionally techs would be in my area on the previous day,2/27 if there's an adult in the home all day, with opportunity, they might be able to squeeze me in. No guarantees or time window. I accepted and said I'll attempt to find someone. I didn't find anyone willing to sit in my home all day. On that Friday I stayed home until after 930am when left and I called to say no one would be home and not attempt to squeeze me in if opportunity arises. Some 4 hours later I received a call from the same manager informing me that because I called and cancelled they will not accommodate the saturday tech visit. I was confused. I asked if they could have or can today and she said no. As to why they can't do Saturday? She said that window was closed because I agreed to Friday. I asked if they went to my home or if they will sometime later today so I can return home and she said they were not at my home and will not visit today again because I had cancelled. How is a scheduled service call closed when Friday was not a certainty to begin with. She said Saturday's service visit had not been previously guaranteed either.Therefore I was being asked to stay home and not move a muscle for 2 days with no guarantees? She informed that the best thing they can do is to call me sometime next week and set up a service. In my initial conversation with this manager, I had made it clear that I have to have phone services in my home because I have children who arrive home from school before I get off work and who need to call me and have access to a phone at all times. So if I cannot have services then start Monday, I have to abbreviate my work hours so I can be home before school lets out. Their action could now potentially impact my livelihood. This is after about 12 years of loyalty and never a late bill. Their customer service has always been one of the rudest I have ever come across therefore over years I will call only when absolutely neccesary. Bottomline, I am upset that during a time of cold and unpredictable weather, I do not have paid phone,tv, or internet access. Meanwhile I see their vans go up and down my street and nearby streets possibly to install poor quality services to new victims. TDS scheduled my new bundled services very quickly and when I have had service interruptions; which has been a signifant number of times the have scheduled repairs veryy quickly. They have an emergency on call that will also respond at nights and even weekends if all the services are not working, as in this case. They have not done so and I believe they are attempting to not reactivate and giving excuses. But I have paid for the services up to 3/15 and should get what I paiDesired Settlement: I would like TDS to provide the services they are paid to provide. If they don't then they should return the money for services not provided.

Business

Response:

Response to file# [redacted].

I just got off one of the most ridiculous customer support calls I've ever had. I cannot believe that you would not allow an existing customer to change from one monthly promotional plan to another contracted promotional plan. The excuse that this internet promotion is ONLY for new customers is absurd. For someone who has been a customer for 2 years now, I have never experienced worse service from a company than I have experienced from you guys. I am currently browsing other providers, even at the risk of paying more, just to get out from this ridiculous umbrella of horrible TDS service. Not only am I paying for a plan that does NOT provide me the internet speeds that I am paying for, but now I can't receive a service that fits my exact needs? Ridiculous guys....absolutely stupid.

Review: For the last 3+ years or maybe longer we have been having numerous issues with our phone and internet service. TDS has been contacted at least 5-7 times or more by myself or my wife to attempt to resolve these problems, with no real solution. We are paying for high speed internet and are only getting slightly above dial up speed. Every time the technicians do an onsite or via internet speed check it horrible and they acknowledge this. Our phones are out at least 3-4 x per month and the internet service does not allow for us to properly work at home when need be. My wife is a teacher and I am an occupational therapist who also manages a clinic, with one son at home who just started college. We just ordered Microsoft office online and cannot use it because updates cant occur, our security software cannot update and loading webpages and vital emails is almost impossible. The company has even told some local people that it is because squirrels are chewing the lines. This is unacceptable and some of the technicians have told me that the load capacity for this area is not capable of servicing the users. Again unacceptable when we are being charged for a service, both phone and internet that is not usable as it should be. Please, Please HELP...[redacted]Desired Settlement: Fix the problem, run fiber optic cable or install appropriate infrastructure as your employees have stated needs to happen.

Business

Response:

Response to file #[redacted].

Review: When I started services I tried to take advantage of a promotion of a bundled internet and home phone service. The CSR told me that they had ran out of phone numbers but would call me when they received additional numbers to give out so I could take advantage of the discounted rate. In August when I called to see why it was taking so long, the CSR told me that they had had phone numbers in my area for some time and don't know why nobody called me. He then immidiately changed my account so that I could start receiving a lower bill each month. He also told me that he was going to add a discount for all the months that I had overpaid because there was no reason that I shouldn't have been recieveing the discount in the first place. this gave me a month and a half of free services. When I cancelled my services I noticed that I did not receive my deposit back to my account. I called twice and received no real answer. The third time I called, the CSR told me that my deposit was added back to my account in August. I asked why, because it was suppose to be a discount and not a refunded deposit. The CSR said he wasn't sure , but it sounded possible because he had heard this before. I spoke to a supervisor Javier who was rude and would not listen to me. I tried to ask why my deposit would have been refunded and he said that if my account went into default or I had been a good customer for 6 months are the reasons a deposit would be refunded. I was neither. I had not even been with tds for 6 months. He then said he would look into my account to determine the reason. I said I would hold and he said he didn't have time for me to hold. After our call I tried to look up my account online to determine that it had been deactivated. I opted for electronic bills, so now I can't even access bills or payment history. I just want the discount that was promised to me in August and my deposit back. I was a good customer and did not deserve the treatment Javier gave me.Desired Settlement: I would like my deposit of $150 applied to my account with the remainder refunded to me .

Business

Response:

Response to file# [redacted]

It appears that there was

either a miscommunication or systems problem at the time of the original order

to provide the bundle telephone and internet service which would have made Ms.

[redacted] eligible for a promotional rate. Service started on 5/27/15. Ms. Wood

contacted TDS on 8/10/15 to add the phone. We agree to provide an adjustment

for the amount billed ($65.00) from 5/27/15-8/9/15 for the difference of the

promo rate ($49.95) and the amount billed. The credit amount comes to $36.12

for the 2-month and 12 days where Ms. Woods did not receive a promo rate. Our

senior advisor contacted the customer to advise.

Thank you.

Review: TDS website allowed me to sign up for a promo up grade in internet service ( from express to turbo internet $19.95 a month for 2 years) and sent the following confirmation of upgrade(see below email). When I receive my bill I was charged 42.25 for turbo service. I had attempted the same promo ($14.95 a month for 2 years) for my current express service and was sent a email that current consumers are not eligible. When I called about $42.25 charge they told me I needed to read the disclaimer I was not eligible for promo my complaint is why treat this two different ways. If it is not allowed then they need to send me a email as they did in my attempt @ the $14.95 promo.But they did not instead they sent a email confirming the upgrade and now I feel they need to honor it which they told me they would not. Also I was not fully rem bruised for service call they also were charging to switch service for a serviceman to come to home for upgrade and a new modem which neither one was needed or happened for switching service. I feel this misleading and should not be allowed or be done by TDS.

TDS Telecom

Dear [redacted]

Just a brief note to say thanks for your order.

A customer service representative will be contacting you via email in the next business day with more information about your order.

Please Note: Promotion and service availability will be verified by a customer service representative. TDS promotions and service are not available in all areas.

Order #[redacted] Order Date: 9/20/2013 Total: $57.60

Product or Service Price

Turbo: Turbo 19.95 /mo.

4-Port Wireless Gateway (For Multiple Computers): 4-port Wireless Gateway Modem 4.95 /mo.

3-Star Voice Package: 3-Star Voice Package 24.99 /mo.

Taxes & Fees: 3-Star Taxes and Fees 7.71 /mo.

Total: $57.60

If there's ever anything TDS Telecom can do to be of service to you, please visit http://www.tdstelecom.com/contactus to contact TDS Customer Service or call [redacted]).

Providing local customer service for more than 40 years. Corporate offices located at [redacted].

Identity Theft Can Happen Anytime, Anywhere, to Anyone!Desired Settlement: Honor the $19.95 turbo internet service promo for 2 years and no charge for a modem I did not receive or need.

Business

Response:

Response to file #[redacted].

Review: I had TDS Telecommunications Services starting 6/2012. The services were out, some services partially out and several technicians have been out to make repairs and technicians did troubleshooting over the phone. We have had Modems changed out, the old cable box completely reset and many other trouble shooting techniques done. However, they did not work. TDS informed me, we needed to convert my services over to the new system in order to have good service. Also, I was told they would not apply any more credits until we did convert over to the new system. Finally, we did convert over in on 7/18/2013. However, they installed a box that was defected; so, the services still did not work. They tried to do some trouble shooting over the phone but, heard their equipment buzzing like it was going to blow up. The tech over the phone stated that is not a good sound. He scheduled an appointment for TDS Repairman to come the next morning between 8 am-12 pm but, they did not call nor show up. I called TDS and they rescheduled an appointment. I spoke to [redacted] regarding the additional credits to be applied to my account after the new services. I was told no, we gave you credits before and good that you now changed over but, we are not given you anymore. I have several ticket numbers for troubleshooting and repairs; yet they stated we gave you over $500 and [redacted](Manager, Call Center)stated, so what your services were not working and good you changed over to the new services, everybody will have to soon but, we are not given you credit for services not working. I asked for her boss's contacted information and she stated, no! I also, called [redacted] and asked for a name and contact information for a person in corporate and [redacted] stated, no this is a Fortune 500 Company, we do not give out names.

I checked our service have been turned off almost two weeks. I called last Saturday to check the balance on the account. Although the service are off the charges continue. I do not understand how the service continue adding charges when the services are not on.Desired Settlement: My desired outcome is the correct amounts to be accredit to my account for services not rendered, services being turned off but still being charged as though services are on, credit for defected equipment, etc. and an apology for the behavior of TDS Management Team and other staff. My services to be restored and for me to only pay for services that were properly working.

Business

Response:

Response to file #[redacted].

Review: Our internet service is so slow. We are unable to download or do anything. I currently have taken online classes and had to quit due to the fact that the service was so bad I could not complete my assignments. As a matter of fact we don't even use our internet due to it being so slow. I pay for a service I do not receive. I am actually on the verge of cancelling it.Desired Settlement: To be able to use the service that I pay for!!!!!

Business

Response:

Response to file#[redacted]

TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. Unfortunately, we are not able to offer faster internet speeds at this time in the customer’s area. We partner with DISH Network and can offer their dishNet satellite internet service as an alternative. Other alternatives could include Exede, other satellite carriers, or cellular carriers. I apologize that we are not able to meet the customer’s expectation for service.

Thank you.

Review: Hello,

I am filing this complaint on this company due to the service that has been provided to me and the fact that this business is aware that their product cannot be fully functionable in our area, but yet continue to charge for it.

Here is the specifics: We contacted our Wireless Internet provider several months ago to upgrade our internet connection as we understand that with time technology is constantly changing and improving and we have been at this current address for 5 years. When I contacted them they stated that yes we were way behind, which is why our connections were slow, so they said we could move to the turbo speed and update or modem for $59.95/month. That was fine and I was excited to be able to be able to work at a faster pace as we have a few ipads and a laptop. Well, the person came and was great switched out the modem, etc. Well, some time went by and we couldn't actually see a difference in speed, in fact now if 1 person is using a wireless device no one else in the house can be on it (i.e. if the kids are on an ipad, then I cannot be on my laptop), which for me is costly as I am able to work remotely. So, when I contacted them and told them this issue, they said yes they are aware (and have been for some time), that the package that we are paying for, isn't actually something they can provide in our town of Kieler as it doesn't have the capacity to support the turbo wireless speed. The rep actually told me that we are charging you for something that you will never be able to receive as it is known.

This is why I am filing a complaint as I cannot understand how a company can openly charge you for a service that they in fact know is not available to you in your area. When I asked if I could be compensated for the time that I paid for this service, but was never able to actually use it, they stated (on 10/17/15) that I should just downgrade my package and go back to a small capacity that my area could support. That is not solving the issue at all as we have paid for this service to receive a better internet connection.

Please assist with making sure this company doesn't continue to take customers money based upon a service they are selling, but truly cannot deliver. I consider this a fraudulent activity what they are doing considering they knowingly are aware of the issue and yet continue to collect people's money. They provided me the ticket # for the problem of [redacted].Desired Settlement: I really just think this is wrong that the company can continue to do this. So, one of my outcomes is that anyone in this area that is paying for this service, but is truly not receiving it should be compensated for the money they have paid for something they are not receiving. I want to be compensated for the months that we paid for this service, and have not been able to experience a better wireless internet connection.

I thank you in advance for your time to review this issue as I really am just trying to make known that this company should not be able to charge people for a service they cannot provide.

Business

Response:

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.

Consumer

Response: