TDS

Response to file# [redacted] We had not made a collection agency referral on the unpaid balance of Ms [redacted] prior account ( [redacted] ) as it was under our reporting threshold of $We had written off/credited the $balance from that inactive account when Ms [redacted] had disputed itOur senior advisor *** followed up with Ms [redacted] to review the billing with herThere were no installation chargesIf Ms [redacted] has any further questions she may call Customer Service at 1-888-225- Thank you

Response to file# [redacted] It is industry practice that toll charges, which may include operator and directory service charges, may be billed up to 120-days after charges are incurred Accordingly It is TDS' practice to wait 60-days after the final bill is issued to make sure all toll charges have been received and billed before any refund is issuedOn 1/11/Ms [redacted] cancelled serviceIn this instance the final bill date was 2/10/and sixty days later would be 4/10/ However, we started the refund process on 3/5/The check is typically issued a few weeks laterI confirmed with our Accounts Payable department that the refund check was issued on 3/31/ As a subscriber of the TDS “E-Pay” billing and payment system, Ms [redacted] had the control to manage the payment schedulingMs [redacted] could have cancelled the automated payment schedule and changed to manual payments for the final payment as adjustments for disconnection would occur with the next bill (2/10/16)On 1/6/TDS issued an email that the January bill was available for reviewOn 1/7/TDS issued an email reminder that the upcoming automatic payment was scheduled for 1/26/ 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 do not accept TDS response due to they sold us a product they cannot provideTechnical support for TDS agrees that at 5MB we are to receive the minimum of 3MB which I would be happy with but we don't even get 1MB on most daysSo the suggestion of reducing to "DSL Lite" of 1MB would mean in TDS words of 'up to' 1MB would mean that would be the same speed or worse as 'dial up' and we would not be getting internet at all in this case and TDS would still be collecting an Internet charge from me for 1MB If TDS cannot produce the product I am paying for, they should at least reduce the price, not keep increasing the price.Regarding other options, even though TDS has a monopoly in my area, trust me I am looking into other options for my needs 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 scanned and included the sales order for my account On September 30, 2015, TDS installed/connected the new fiber optic service to the property At that time, the original business phone [redacted] was to remain active on the original business account The internet service (DSL) was to be terminated because the new service was installed A new phone number, TV service and internet service was set up under phone number [redacted] This is a residential account because their TV service is not allowed on a business account This is the reason for the two accounts The two accounts should remain - the [redacted] for the business which only has the phone service on it, and [redacted] for the residential account that has the TV, internet and phone on it I have called TDS twice with the number provided to reach [redacted] But the customer service representative who answered does not know which [redacted] to transfer me to as there are several people employed in that office with the same name She did not leave an extension My last attempt was at 4:pm on February 1st [redacted] only left one voice mail message and that was on the that same day I will not accept anything less than a full amount for the four months of internet service that I was double-billed for the months of October, November, December and January This should be just a simple request and I don't know why it is creating such a problem Regards, [redacted]

Response to file# [redacted] Service was disconnected on 4/30/Unfortunately there was a problem with removing one of the billing codes for service, which continued to bill past the final bill dateMs [redacted] spoke with our senior advisor [redacted] on 6/29/who investigated the billing problemShe made sure that the Sav-A-Check auto payment that would have gone on 7/14/was cancelledOn 7/2/ [redacted] left a message for Ms [redacted] confirming that the payment was stopped and that she was still looking into getting the final billing correction madeOn 7/6/and 7/8/15, [redacted] left additional messages for Ms [redacted] to assure her that we were working on the resolution and that the auto-payment was stoppedThe upcoming bill dated 7/28/will show the billing correction and should leave a credit balanceWe will expedite the refund once the final billing adjustments are completed with the upcoming billThe billing system will adjust for taxes/fees in additionThe billing system runs on a monthly recurrence and we cannot change the bill run date so we need to wait for the next/upcoming cycleWe apologize for the inconvenience Thank you

Response to file# [redacted] On 9/16/TDS issued a disconnection notice as no payment had been received on the accountThe customer had until 9/28/to make payment or payment arrangement/agreement to keep services activeOn 9/28/a partial payment was receive, but it was not sufficient to retain DSL serviceTelephone service was not disconnected as the balance for that portion of the bill was satisfiedOn 9/29/internet service was suspended for non-paymentOn 9/30/Ms [redacted] contacted TDSWe offered a payment arrangement, which she declinedThe remaining payment has not yet been made and DSL service was disconnected for non-paymentMs [redacted] will need to make the remaining payment for the collection balance on this account in order to re-install DSL serviceOur senior Customer Service advisor attempted to reach Ms [redacted] to assist her and received no responseMs [redacted] may contact TDS at 1888-225-(1888CALLTDS) Thank you

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

Response to file# [redacted] TDS advertises that DSL speeds and availability varySpeed plans are “up to” and not guaranteedThe number of subscribers in Mr [redacted] area has not changed significantly over the past few years; however, how people use the internet hasNetwork demand has grown exponentially due to the popularity of video streaming servicesThe issue is over-utilization of the networkIn response to the high network demand in Mr [redacted] area, TDS limited DSL sales to our lowest DSL speed tier plan “Lite” (up to 1MB)Unfortunately, TDS is not able to offer faster speeds in Mr [redacted] areaMr [redacted] changed to the “Lite” plan on 3/2/TDS partners with DISH Network and we can offer their dishNet satellite internet as an alternativeOther alternatives could include Exede, other satellite or wireless providersMr [redacted] may cancel DSL with no penaltyAs an apology for not meeting the customer’s expectation of service, we are providing a one month DSL credit of $The only way to stop/suspend the charges would be to cancel the serviceThere currently is no solution other than the customer selecting another internet service provider to better meet his needsIt gives no pleasure to suggest this, but it appears that is the best solution for Mr [redacted] Thank you

Response to file# [redacted] TDS took over BaBroadband over three years ago and have made several engineering improvements since that timeA large investment to upgrade network equipment was completed in early Our records show that on 1/4/the customer contacted TDS with internet troubleThe TDS technician replaced the modem to resolve the troubleOn 1/19/the customer contacted us for assistance with testing the internet speeds and we verified that they were receiving 52.81MB download, which is well within the expected result for the speed planThe customer asked for a credit for the past slow internet issueWe provided a courtesy credit of $On 5/2/the customer changed their plan and got a promotional rateOn 7/26/ the customer reported internet trouble; there was an area outage which lasted approximately three hoursThere were no other trouble reportsService had been up for non-payment suspension on several occasions throughout the yearOn 8/1/Mrs [redacted] contacted TDS to set up a payment arrangement due to suspension for non-paymentShe complained about services issues and being suspended for non-paymentShe later asked to disconnect serviceThe equipment was returned to our local officeAs no final payment was made, the final balance was referred to a collection agencyI am sorry that Mrand Mrs [redacted] were not satisfiedNo further adjustments are applicable Thank you

Response to file# [redacted] Mr [redacted] contacted TDS to inquire about fiber services, our sales advisor indicated we do not currently have fiber in his area and discussed what services we do currently have available She noticed that there were fiber deployments in nearby areas and offered to check if it would be possible to bring in fiber to his locationIt seems then that there was a misunderstandingShe was told it could be possible with the property owner’s permissionThis was relayed to the condo association who initially agreedWhen the construction costs were reviewed, it was determined there would be significant construction costsWe offer aid to construction in such instances, where TDS pays a portion and the customer or property owner pays a potionIn this case the customer/property owner portion was $The condo association declinedFiber deployment is very costly, of which most customers are not aware, nor as it seems was our sales advisorI apologize that there was initially a miscommunicationIt does not appear that any promises or guarantees were made about providing fiber servicesIt was mentioned as a possibility that we would try to get for the customerAs much as we would love to get fiber services to all of our customers, we cannot feasibly reach all customers in all instancesAt this time, there does not appear to be a TDS initiated project to bring fiber to Mr [redacted] areaThat may change over time and should that be the case, our Marketing department would announce the availability Thank you

Response to file # [redacted] Ms [redacted] had cancelled service with TDS, but asked to establish an email-only accountThis 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 historyTDS Repair was able to restore the email history and followed up with MsNorman about it on 12/5/She confirmed that she got back her contacts and old emailsWe apologize for the inconvenienceA courtesy credit for $was added to her account Thank you

Response to file# [redacted] Service was installed on 1/10/Trouble report history indicates that Ms [redacted] contacted Repair on 2/15/for an email password resetOn 3/11/15, late in the evening, Ms [redacted] reported that the internet was downIt was due to maintenance being completedOn 3/12/Ms [redacted] contacted TDS about the billing; the DSL quote had been $and the customer had been charged $The TDS advisor provided a $credit and asked for a review of the sales quoteTo resolve the dispute, a recurring discount of $was addedIt appears the original quote included the HD feeOur Welcome Letter issued on 1/15/listed out the services and rates, including the HD rate On 3/19/Ms [redacted] contact TDS Repair about not having audio/video on one TVTDS Repair suggested a reboot of the set-top box/router, which did resolve the troubleIt is noted in the account that if the customer called back with the same issue, that we would dispatch a technician to investigate furtherOn 3/25/Ms [redacted] asked to cancel service effective 3/26/Because part of the service was cancelled one day sooner than Ms [redacted] had requested, we provided a credit of $ Ms [redacted] signed up for a promotion which included a 40” TVThis required a 2-year service term and agreement of a $termination fee if service was cancelled prior to the end of the 2-year termThis agreement was affirmed via third party verification recording (provided by 3PV, Inc)This is available upon request Because Ms [redacted] received the TV, the early termination fee is applicableWe would be willing to waive the $early termination fee if the un-used/un-opened TV is returned to TDSOtherwise we could offer a $reduction of the termination feeOur senior advisor attempted to reach Ms [redacted] on 3/31/to discuss her complaint concernsShe left a message asking Ms [redacted] to call herAt this time Ms [redacted] has not returned the callMs [redacted] may contact TDS at [redacted] and may request to speak with senior [redacted] or another senior if [redacted] is not available We apologize that Ms [redacted] was dissatisfied with serviceWe are confident that our technician would have resolved the set-top box issue if given the opportunity Thank you

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12238157, and find that this resolution is satisfactory to me Regards, Timothy Young

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 belowAnd once againThat is not an unlimited option [To assist us in bringing this matter to a close, we would like to know your view on the matter.] 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 As usual with TDS, the person responding to my complaint has no idea what transpired or what they are even talking about which isn't surprisingWith the exception of some of the dates that the the TDS Rep gave, evertything else in their statement is incorrectComcast began trying to get the process started to switch our service over on 11-03-but TDS refused to work with Comcast at all until our contract expired on 11-10-We completed all other steps that were needed to so that we could proceed without delay once our TDS contract expiredOn 11-20-my Comcast Rep contacted TDS to advise that they were ready to proceed and asked for information regarding our accountTDS informed my Comcast Rep that they would need to review the account and stated that they have days to release our phone numbersNeither I nor my Comcast Rep was contacted by TDS after the "account review" and by the time either my Comcast Rep or myself was able to get through to anyone at TDS who could "help" us it was already 12-01-I told TDS at that time that they had our business name shown incorrectly in their system (TDS had it as A I Satellite) yet they did not correct itComcast sent the first port request on 12-02-NOT 12-08-but never received any response at all from TDSI spoke to Comcast on 12-08-and was informed that TDS never responded to the port request so I stayed on the phone with the Comcast Port Rep and my Comcast Rep while they submitted another port requestTDS immediately rejected that request stating that the paperwork was submitted with the wrong company nameComcast submitted the request under AI Satellite Distributors which is how our company name actually is I had to call TDS on 12-09-and explain that TDS was supposed to have corrected our company name in their system weeks ago but failed to do soOn 12-10-the Comcast Port Rep called me and told me that she had just spoken to TDS and she had been informed that the paperwork for the port request was to be submitted as A I Satellite (the incorrect way TDS originally had the name)I was livid as TDS was fully aware at this point that our company name is AI Satellite Distributors and it became blatantly obvious that TDS was intentionally giving Comcast incorrect informationNeedless to say the second Comcast Port Request was rejected because TDS had flat out lied to them about how to submit the paperworkAt that point I began calling TDS constantly trying to get the issue resolvedI spoke to ***, ***, [redacted] and [redacted] in customer service and I also spoke to managers [redacted] and [redacted] all of whom disregarded our issues and [redacted] flat out refused to escalate my call to corporate stating “I am not going to escalate this call for this [issue]”On 12-14-both myself and the owner of our company called TDS and began threatening to seek legal actionOn 12-15-I had Comcast submit the Port Request to TDS one more time and miraculously it was acceptedAs far as our installation on 12-18-15, Comcast was wonderful and did everything THEY were supposed to doHowever, when the Comcast installer called TDS to complete the port of our phone numbers, they kept him on hold for over minutes and TDS tried very hard not to let the port complete but the Comcast installer reminded TDS that we were ready to sue them so they finally released the phone numbersWe just received another bill from TDS for $which brings our total that we supposedly owe them after our contract expiration to $936.13! Our monthly bills were about $per month prior to the contract expiring, we were on TDS month to month service for weeks and our bill is nearly times higher that it was while on a contract! That is insane and we are NOT paying one single dime of itTDS should credit us the money just for their excessive incompetence alone!! I will not accept any resolution other than a complete credit (ZERO Balance) to our TDS account with no negative effects to our business's credit score Regards, [redacted] ***

Response to file# [redacted] We apologize that the disconnection order was worked before it should and there was a delay with the reinstallationOur senior advisor assisted Ms [redacted] with cancelling the internet/tv portion of the reinstallation as she had already made arrangements with Comcast for internet/tv serviceThe telephone service was reconnected and Ms [redacted] indicated she would contact Comcast to port the numberWe apologize for the inconvenience and frustration with the delay Thank you

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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Response to file# [redacted] ?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" / TDS advertises that DSL speeds and availability may varySpeed plans are “up to”We have previously explained to Ms [redacted] that TDS is not able to offer faster speeds in her areaWe have offered to reduce Ms [redacted] DSL plan to the DSL “Lite” (1MB) plan and advised that she may cancel DSL without penaltyAlternatives could include satellite providers such as dishNet, Exede, or others Ms [redacted] DSL plan is on a promotional rate of $29.95/month (rate good 2/5/15-2/5/17)No further discount is applicable 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 They did not make any offerThey told me I could (a) take my business elsewhere or (b) downgrade to a plan where it would be impossible to stream media content (which would primarily benefit them due to the "network capacity restriction" they note- see below)TDS makes a couple of admissions: (1) they oversold the service (We have limited sales of DSL in Mr***’s serving area due to network capacity restriction.) and (2) they are unwilling to correct the problem they created by overselling the service (There are no projects at this time to increase network capacity in Mr ***’s serving area.)Their callous disregard for customer service (I've been a telephone customer for years, incidentally) exemplified by their suggested "options" is compounded by the fact that they recently raised rates while knowing that they have capacity problems that negatively impact their customers and (by their own admission) having no plans to correct the problems Regards, [redacted] ***TDS advertises that DSL speeds and availability varySpeed plans are “up to”Unfortunately, TDS is not able to offer faster internet speeds in Mr***’s areaWe have limited sales of DSL in Mr***’s serving area due to network capacity restrictionThe options are that Mr [redacted] may cancel DSL without penalty or change to the DSL “Lite” (1MB) plan Alternatives may include satellite providers such as dishNet or others There are no projects at this time to increase network capacity in Mr ***’s serving areaI apologize that we are not able to meet Mr ***’s expectation for service