TDS

">Response to file# ***
Our records show that on
8/9/the customer set up online billing (“E-Pay”) using their email address ***
to receive email notifications when the new bill was ready to be reviewedOur
records show that the monthly email notices were issuedThe customer also made
some payments through E-Pay and received payment confirmations with the same
emailThe customer has retained their E-Pay account and does not receive a
paper billTo receive a paper bill, the customer would have to cancel their
E-Pay accountThe customer is able to review 15-months of bills via E-PayIf
the customer needs assistance with E-Pay our Customer Service team can provide
guidanceUnfortunately, TDS did not bill for the TDS TV service that had been
affirmatively ordered by the customer and provided to the customerThere is no
indication that the customer had contacted TDS about not being billed for that
serviceThe billing error was caught and corrected by TDSThe March bill
shows charges for the TDS TV service going back bill to 4/16/when service
was installedWe understand the inconvenience of being back-billed which
causes a much larger than bill and we can offer extended payment
arrangements
On 3/14/Ms*** *** contacted TDS about the billingWe offered
to set up a payment arrangement; however she stated she would not pay for it
Our senior advisor offered a courtesy credit of $150.00; however, Ms*** hung
upMs*** called back on 3/30/and we again provided an explanation and
offered a payment arrangementWe also learned that there was a past account
with an unpaid balance that had been referred to a collection agencyMs***
indicated she had not gotten a billWe also offered the courtesy credit again;
however, Ms*** hung upOn 5/20/TDS issued a non-payment disconnection notice
On 5/31/we set up a payment arrangement with Ms*** to make installments
of the past due balance over a period of twelve monthsWe also applied the
$courtesy credit that had been previously offeredUnfortunately, the
customer did not maintain the terms of the payment agreement which caused
default, and thus internet and TV services were suspended for non-payment on
6/15/We arranged a new payment agreement with the customer on 6/15/and
reconnected service with a payment
In response to this complaint, our senior advisor *** left a message
asking the customer to contact her at ***She would like to discuss
the billing, offer a resolution, and if needed amend the payment agreement
terms
Thank you

Response to file# ***
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
*** eligible for a promotional rateService started on 5/27/
MsWood
contacted TDS on 8/10/to add the phoneWe agree to provide an adjustment
for the amount billed ($65.00) from 5/27/15-8/9/for the difference of the
promo rate ($49.95) and the amount billedThe credit amount comes to $
for the 2-month and days where MsWoods did not receive a promo rateOur
senior advisor contacted the customer to advise
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
We should have only expected the lies that are enclosed on the letter and the selected e-mailsDuring this process it sounded like the Management company was having a hard time with the renters, but now they sound like the best renter's aroundThey threatened us to sue us if they didn't get back their security deposit, before they even moved out.The renters were completely disrespectful to our propertyNotice that there was no mention of the city being called on lawn not being kept or about the pool place in the front yard, not legalAnd no mention that they dug out a flat spot in our backyard then for the pool, not in the contract. We DID tear out the carpet ourselves and removed it from the house, it was stated that we were not going to do this after the agreement but ended up doing so.We WERE charged for the emptying of the hot water heater, not the blanketIt was not communicated to us that they would not be getting the blanket, because long therm that does helpWe were not contacted about the repairs not being done in the closet, where there was mold when we moved back in.We stated in our contract that we did have mice issues.One of the garage doors did not work when we moved out, we were only talking about having it fixed when getting the house ready to be placed back on the marketThe lighting on the outside of the garage and the back of the house has not at all worked properly since we purchased the home in 2010.We agreed to extend their lease with an additional charge of $100/monthWhen they finally agreed to this their agreement came along with a list of repairs, at that time we declined to extend their lease. There are gouges on one bedroom floor along with wear and tear, gouges are not wear and tearA different bedroom floor had been refinished November 2015, it was left for us with paint having been spilled on it and (maybe) a black marker exploded on itTwo separate rooms.We contacted the Revdex.com because we are so incredibly disappointed and frustrated with that lack of care/consideration we received from this Company. Again, we never had any intention of being landlords and the fact that these people were acquaintances from Church means nothing The fact that Joel told me this past Summer that with all of the renters demands form the beginning her felt this was going to be a bad situation, maybe he should have said something. Had we read the reviews of this company prior to going with them for their business, we very well may not have.We didn't think it unreasonable to request receipts to compare to our own now that we are back in the homeWhen we were told we had to pay to have five doorknobs fixed that all fell off the doors at the same time, makes you wonderAnd now that we are back there are two doorknobs that are not working properly that were when we leftSame with the doors, we paid to have them shaved to fit betterWell, we have a door that not only doesn't fit at all but also has no hardware in the door frame to allow it to latch.We were absolutely NOT contacted about all repairs after complaining about the amount needing to be done. As stated by ***, this is a 100+ year old home.We expected this partnership to be professional, respectful, caringWe only are left with half done jobs, and who would want someone working on their home that didn't finish a job well or poorly. The sealant on the roof doesn't even match the roof or previous sealant. Anyway, we're done hereWe've done all we can looking for fairness and it won't come from this group of peopleThey are not concerned with what is right, just the dollar. Regards,
*** ***

Response to file #***
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*** serving area due to network capacity restriction
The options are that Mr*** may cancel DSL without penalty or change to the DSL “Lite” (1MB) planAlternatives 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
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Thank you for your time, very unfair this was not the result we were waiting as I told you before we are already seeking for a legal action so they will hear from us in a couple weeks

Response to file# ***
Notes indicate that Ms
*** was going to send in Proof of Residency informationWe did not
receive any documentation that establishes Ms*** as the new/sole
occupant of the residenceAs we understood it, the main account
holder’s
ex-husband who has shared responsibility for the account still resided at the
locationAccording to the main account holder, he was going to put in a Change
of Liability to take over the account solelyThat did not occur and the
account was closed by the main account holder in late September/early OctoberOn
11/3/the ex-husband made payment to bring the account currentMsScoggins
then placed her order for service within an hour thereafterService was installed
on 11/8/
Thank you

Response to file #***
It appears that a system issue has caused the delay with processing the final refundI apologize for the inconvenienceWe processed the refund for Mr*** which was just mailedCheck# ***Again, I am sorry that this occurred
Thank you

Response to file# ***
TDS
advertises that DSL speeds and availability varySpeed plans are ‘up to’The number of subscribers in MsSmith’s
equipment serving area has not changed significantly over timeBandwidth
demand has grown exponentially with the popularity of
interconnected devices
and streaming video servicesIn early 2017, we limited our sales of DSL in Ms
Smith’s rural serving area due to the excessive demand on the network
Unfortunately, we cannot offer faster internet service in MsSmith’s area at
this timeFortunately,
there are network projects to expand broadband internet access in MsSmith’s
rural serving area as related to the Connect America FundIt is in the early
planning stages of the project and we do not yet have date of when the project
will be completedCustomers may sign up for email updates at tdstelecom.com/networkupgrades
MsSmith
may reduce her plan to DSL “Lite” (up to 1MB); however, she currently receives
a rate that is lower than that with a promotional discount (“Price for Life”)
with her current service planNo further internet discounts are applicableMs
Smith may cancel the service without penaltyWe partner with DISH Network and
can offer their dishNet satellite internet serviceOther alternatives could
include Exede, other satellite or wireless providers
Thank you

Response to
file #***.TDS
advertises that DSL speed and availability varySpeed plans are “up to”
Unfortunately TDS is not able to offer faster DSL speeds in Mr*** areaThe
options are that we can reduce his plan to DSL “Lite” (up to 1MB) or Mr***
may cancel DSL without
penaltyWe partner with DISH Network and can
offer their dishNet satellite internet as an alternativeOther alternatives
may include Exede, other satellite or cellular carriersMrDecker is
currently receiving a promotional discount rate for first two years of service
As an apology for Mr*** dissatisfaction with the DSL speed, we are
providing an additional discount of $to last a period of 12-monthsThank you

Response to file#***?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
On 5/29/Ms*** requested disconnection of service (account# ***) as she was movingMs*** had authorized Mr*** to her account on 1/8/Ms*** is
financially responsible for her accountIf left unpaid, the final balance would be referred to an outside collection agency on Ms*** behalfThis account is not co-owned by Mr*** and Mr*** does not have direct financial responsibility for it
As Ms*** had an unresolved debt at her prior location that appears was shared with Mr*** as he had been authorized to access the account, and is enjoying service at a new location with Mr*** despite this debt, we issued a disconnection notice for the new service location due to the debt owed by Ms***
It is not our policy to continue to provide service when there is a debt owed by an occupant of a shared addressWe have a right to protect against fraud where roommates/spouses/partners/etc add service in a new account name in an effort to avoid debt and try to continue to benefit from the serviceIf that was not Ms*** intention to leave a debt and there has been some sort of misunderstanding about the debt owed on her account, I do apologizeOur records show that there was a past due balance on the account at the time of her disconnection request
On 7/27/Ms*** made payment on her old account, which resolved the matter
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Follow up #2:
It is
helpful that Ms*** explained why she did not review her bills and contact
TDS more timely about her disputeIt is also helpful that Ms*** signed
up for our E-Pay service this week so I trust that the bills will not go overlooked
in the futureWe offer an automatic payment option with E-Pay that will pretty
much guarantee that the account does not go delinquent again if she uses that
functionThe Business account is not associated in our system with the Residential
accountAny activity that occurs with the Business account has no effect on
the Residential account and vice versaIncluding E-PayMs***’s business
account is already set up for E-Pay
We have to
look at the account history when we are offering discounts and courtesy credits
I am sympathetic as I too would not want to pay for something that I did not
use/receiveI believe what we have offered is reasonable given the account
history and length of time to report the dispute; however, the remaining amount
in dispute is pretty minorI also want
to retain Ms*** as a customer
I believe this
is a reasonable solution and will settle all the accounts in question:
We have already provided $
courtesy credit on the Business account ***I will ask for the $to be
credited on the old analog cabaccount ***) and with that we
will cancel the collection agency referralAs it has only been a few months since
the collection referral, it will mean that it will not reflect negatively on
Ms***’s credit ratingI will ask that the Residential
account (***) be credited a total of $113.72.Thus, the total
credit amount to cover the dispute as follows: $+ $+ $= $

Follow up #
There is no new informationAgain, our records indicate that we did not advise the customer that we would waive the toll charges; we advised that they were responsible for themThe customer had received the advanced warning call from AT&T prior to the hacking assault and had been advised by TDS to secure their phone system at that timeThe phone system was not secured and subsequently the hackers began their hack in earnest on 8/26/Again I am sorry that Mr*** was a victim of fraud

">Response to file# ***
Mr*** has reported slow
internet speeds to TDS Repair who have provided an explanation about the issue
Bandwidth demand continues to grow exponentiallyTDS engineering has a project
in place to address the network congestion that is especially noticeable during
the peak hours of usage which may cause slower than speedsThe project
is expected to be completed in JuneTDS Repair provided a one month credit for
internet of $which will appear on the customer’s next billTDS Repair
also provided a credit of $which appears on the customer’s March bill due
to the customer’s dissatisfaction with service outages
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.] TDS does NOT have any future plans in the unforseen future in the next few months to provide fiber optics cables in Monticello WI where I live. It is a lie and TDS has NO plans and cannot prove it. If they can prove it, I want it in writing since I have been lied to for well over year with this same comment and even is on my account with TDS that I was told by a TDS rep that guaranteed me fiber optic cables will be in Monticello WI when I called back in June 2014 that by Jan. 1st 2015, fiber optics will be in Monticello WI within monthsw since is on the schedule to be completed by Jan1, 2015. Well, I know for a fact TDS has NO plans for Monticello WI installing fiber optic cables since when I called back into TDS just recently and was put on hold for the person to check into it, they came back on the phone and told me that same thing which is nothing is in the plans at all. Prove to me in writing that by say March 1st, 2015, that fiber optics will be in Monticello WI and I will stop complaining. TDS cannot do that since is not true at all. All TDS does is lie to and string their customers along for years and years stating the same thing over and over again. There will always be unforseen circumstances preventing TDS from installing high speed fiber optic cables in Monticello WI and is 110% true. This matter is NOT resolved and NEVER will be. I also very much dislike TDS raising from to dollars my 1/meg of speed internet on average download speed (at most meg very rarely) when paying for megs of internet service WITHOUT EVEN TELLING ME. How can TDS justify a price increase for dial up speed which is just getting worse and worse EVERY single month and that is a true fact I can prove in writing simple enough by running a speedtest. Even the TDS technicians who have come to my house have told me and know it has been an issue of overcapacity in my area for years offering horrible high speed internet for all in my area, not just Monticello but Albany and Monroe and other towns nearby, and also told me nothing ever will get done about it since fiber optics is too expensive for the limited remote small towns in my area. TDS cannot cost justify the added expense of doing fiber optics and therefore will not which will always be the 'unforseen circumstance' preventing it from happeningBut what TDS will do is raise the rates without any notice at all or forewarning to their loyal customers like me who have been with TDS since 1993. A credit is a slap in the face for our current extremely slow internet speed when it should be near free or no more than bucks per month at most and at dollars is still a joke
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11957341, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am out of the office but will provide the email copies along with phone call information where we attempted to resolve the slow internet problem with TDS upon my return the week of 2/20/17.Thank you
Steve ***

[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 ***, and find that this resolution is satisfactory to me.
I will take this agreement as long as this issue is fixed by the end of December We have been hearing about how the upgrades would be done in March and now it is pushed to December
Regards,
*** ***

Response to file# ***
I asked a Repair supervisor to review the trouble history and make a determination for any possible adjustment and follow up with Mr*** The terms and conditions of the Service Agreement offer remedy for service interruption as well as early contract
termination feesWe make no warranty as to the continuous operation of serviceWe apologize for the service issue
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
TDS falsely states that they have provided multiple explanations for the same issuesTDS has failed, now for the 4th time, to explain why they are adding taxes and fees to my bill that are NOT federal state or local taxes or fees according to the FCC Instead, TDS continues to claim, contrary to the FCC, that these fees are federal state or local taxes, but provides no support for this claim or explanation for the difference between their point of view and the FCC. In sum, TDS has made multiple misstatements:TDS claimed that the State/Fed USF fee of $1.36/mo and the Federal Carrier Universal Service Charge of $1.21/mo are federal/state/local taxes or fees; however, according to the FCC, neither of these fees are required by the government to be assessed on consumersInstead, these taxes and fees are assessed on TDSFurthermore, these fees are related to telephone service, which I did not order.TDS claimed that I subscribed to the basic phone service, and that TDS does not offer service without phone serviceThe claim that I signed up for phone service from TDS is patently falseI have provided screenshots of TDS's online ordering system that shows a TV and Internet bundle, and an online ordering system that makes no mention that I was signing up for phone serviceI have also provided a receipt from TDS showing that no phone service was purchased. TDS has admitted that two of the contested fees (Subscriber Line Charge for $6.50/mo and Access Recovery Charge of $1.00/mo are fees retained by TDSTherefore, these fees are not applicable federal state or local taxes or fees and therefor TDS has no authority to add these fees to my billEven after admitting these fees are not applicable federal state or local fees, TDS continues to refuse to remove them from my bill.TDS did not contest my claim that the Broadcast Retransmission fee of $4.26/mo was not a federal state or local tax or feeDespite this fee having nothing to do with federal state or local taxes, TDS continues to refuse to remove this fee from my bill.TDS claims that the Cross Plains Franchise fee of $2.76/mo is an applicable federal state or local tax or fee; however, they have provided no support for this claimOn the other hand, I have provided proof that this is not a federal state or local fee because the fee does not appear on my Charter billMy charter bill also includes "applicable federal state or local taxes and fees"; however, there is no "Cross Plains Franchise Fee" on my charter billTherefore, the Cross Plains Franchise fee is highly unlikely an applicable "federal state or local tax or fee".TDS claims that they were courteous when they removed a $4.95/mo fee for the TDS Wireless GatewayThis was not a TDS courtesy, this was TDS removing an authorized charge on my billNowhere did I sign up for or agree to pay TDS $4.95/mo for a wireless router, nor are there any equipment charges listed on my receipt or in the online ordering details (screenshots previously attached). TDS's statements and fraudulent billing is egregious, and reasonable and serious action should be taken to correct this behavior. Remedy sought:Hold TDS accountable for their statements above and for attempting to add inappropriate fees to my bill: TDS referred this issue to a debt collector who has started trying to collect on the inappropriate amount charged by TDS (approximately $365)I want TDS to cease attempts to collect 100% of this debtBecause of their attempt to add inappropriate charges and fees to my bill, and because of the time and energy it has taken to resolve this issue, I think it is reasonable to request that this "debt" be discarded/forgiven/wiped clean. Make me whole: TDS agreed to provide TV and Internet services for $80/mo for yearsThe cost to purchase similar services from the only other competitor, Charter Communications, is approximately $100/mo or more as prices will likely increase over the next two yearsAssuming prices do not increase over the next two years, the cost to replace these TDS services with another provider is approximately an additional $over years (months times $20/mo) In addition to holding TDS accountable for their statements above and improper actions, TDS should send me a check for $to help make me whole again by covering the approximate additional cost I will have to incur to purchase similar services from another provider
Respectfully submitted,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***