TDS

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.We have paid more than the "termination fee" in the months of trying to resolve this issue in equipment fees and service fees on our monthly billsWe have our phones on hand that we had before TDS installed the equipment now in useSo once they reconnect us to regular phone service we should not have any additional equipment fees.I spoke with my manager and we can disconnect the Managed Ip service and install a different service but there would be early termination charges that would apply. I have the estimated cost to disconnect the service attached. The attachment only includes the cost of the service, you would have additional charges for the phonesI estimate that the cost for the phones would be around $which would be added to the final bill. Please let me know how you would like to proceedThanks*** *** Account Manager TDS Telecommunications Corp. managedIP Hosted Phone 615-793-8670Fax: 615-213-
Regards,
*** ***

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 belowI have attached just a sample of some speed testsI want to keep my package as isI just feel that a discount greater than $a month should be offered with the circumstancesThank you
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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 speed plans in the
customer’s area at this timeFortunately, Connect America funding will help
expand broadband in
the areaThe project is in the early stages of planning
and we do not yet have a timeline for the completion of the projectCustomers
may sign up for updates about the broadband projects at www.tdstelecom.com/networkupgrades
I
am sorry that we cannot meet the customer’s expectation at this timeThe
customer may cancel the service without penalty or reduce the service plan to DSL
“Lite”We partner with DISH Network and can offer their dishNet satellite
internet as an alternativeOther alternatives could include Exede, HughesNet,
other satellite or wireless providers.
Thank
you

Response to file# ***
TDS Sales account manager,
*** *** spoke with the customer about waiving the cancellation fees
Her manager also agreed to waive the installation fees which normally would be
applicable when a contract is cancelled prior to the completion of
the term,
this is a waiver of approximately $750.00.
Should Mr*** have any
further questions or concerns he may contact *** ** ***
Thank you

Response to file# ***
Our records show that the
refund check was mailed on 12/22/It was mailed to the correct Mars Avenue
addressThe check has not been cashedWe will cancel that check # *** and
reissue a new checkWe will get the new check sent out
immediately
Regarding our refund interval policy, refunds are issued
after 60-days of the final bill date as additional charges may yet be billed in
arrears for unreturned equipment charges (where applicable) or for toll charges
which may include operator, directory assistance, collect/third party charges
that have up to 120-days to billThe final bill date for Ms*** was
10/13/Exactly sixty-days later on 12/12/the refund process started and
5-business days later the check was mailed
I am sorry that Ms
*** did not get the first refund check
Thank you

I asked the Customer Service advisor to hold off on calling the customer to down-grade the customer’s plan since the FST had not tested the connectionAt this time, there is no network-related reason to reduce the existing service plan unless the customer wishes to do soThe Repair advisor was mistaken that a capacity issue still existed and was not aware that the network capacity project had completedI apologize that the customer received incorrect information and that the Repair advisor did not complete troubleshooting of the connection or offer to send a technician to testThe TDS technician tested the connection and it was working properlyWe upgraded their router at the time of the visit.Multiple devices connected, especially those that are streaming video, will consume much bandwidth and slow down the connection speed for the users on that particular connectionIf the customer wishes to increase their connection bandwidth, we are able to offer our “Mach” DSL service (up to 25MB) at this timeThough the customer did not report any slow internet issues to TDS until 10/17/15, we agreed to provide a two-month DSL courtesy credit due to their dissatisfactionOur senior Customer Service advisor contacted Ms*** about thisMs*** indicated she had not had a chance to test the service since the router upgradeTo get an accurate speed test, it is best to test via a direct connection with the modem and not wirelessly

Response to file# ***
Our records show that Ms
*** regularly carried a past due amount on her accountThe March bill due on
4/10/showed current month charges plus two months of past charges for her previous
balanceHer account was indeed three months past due
when the collection notice
was issued on 4/11/No payment was made by the collection notice due date
and the internet service was suspended on 4/25/As advised on the collection
notice, the amount was then referred to a collection agencyInitially Ms*** wanted to reconnect service and made payment to do soHowever, she then
decided to cancel all services on 5/4/
On 7/19/we agreed to
provide a credit for the $reconnect fee when she called to dispute it
The cut off for the July bill had already passed, so the adjustment will not
show on the customer invoice until the August billTo resolve this dispute, we
agree to provide a credit adjustment of $for internet service for days
(4/25/17-5/4/17) as service had been suspended for non-payment on 4/25/17, but
not permanently disconnected until 5/4/This leaves only $for unpaid service
chargesAs this amount is insignificant, we also agree to provide a credit of
$so that Ms*** owes nothing further to TDSThe August bill will show
all these adjustments and a final balance of $
Thank you

I understand Mr*** will be dissatisfied, but there is nothing further to offer or explain about the situation

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 belowPlease see the attached proof that they are either lying about the promotional offers being mailed to my house (but not the bill) in Austin, or they simply have no idea what their other departments are doingThis is systemic incompetence and/or dishonesty.
They are still not owning the mistake they made, or allowing me the original offer of per month for Internet onlyI could only get a promotion if I added telephone or television.
I do not want telephone or television--just the original offer of $for 60mpbsThey should apologize for how they've treated me and try to make amendsThey come across as arrogant and have no interest in trying to see if they actually may have screwed up.
Regards,
*** ***

Response to file# ***
TDS advertises that DSL speeds and availability varySpeed plans are “up to”TDS Engineering completed a network capacity project on 9/18/We have added a courtesy credit of $to the customer’s account due to their dissatisfaction with the speeds
receivedAlso, a discount of $5.00/month to last two-years has been added to the accountThe customer will see these adjustments on the October invoiceIf the customer has any questions or trouble with their connection or connection speed, they may contact TDS Repair at *** (888CALLTDS) or send webmail or chat at www.tdstelecom.com
Thank you

Response to file# ***
The TDS technician tested the DSL line on 9/9/and he did notice that the drop wire had not been buriedHe contacted our contractor who completed the job a couple of days laterI apologize for the delay and the miscommunicationWe have added a one-month DSL
credit of $
Thank you

Response to file# ***
It seems that there was some
confusion with the customer’s email address which is needed for claiming the
gift cardAlso, the customer had a recent change to service with a move to a
new location, which also contributed to the processing delay
Finally, there
was a past due balance that needed to be resolved, which was done with a
payment on 6/14/With all of these issues cleared up, then the claim could
processIf there is still a question or assistance needed with the obtaining
the e-gift card, Mr*** may call TDS at 1-888-225-
Thank you

Response to file# ***
TDS advertises that DSL speeds and availability varySpeed plans are “up to”Unfortunately, TDS is not able to offer faster speeds in Mr*** rural serving areaDue to Mr*** dissatisfaction TDS is providing a $creditThe
options are that Mr*** could change to the DSL “Lite” (1MB) plan or cancel DSL without penaltyAlternatives may include satellite providers such as dishNetWe apologize that we are not better able to meet Mr*** expectation for service
Thank you

Follow up:
Our senior advisor played for Ms*** the Third Party Verification recording where the year term and early termination fee were accepted by Ms***Ms*** conceded that she committed to this agreementAs previously offered, if Ms*** resumes the eligible “triple play” services for the remainder of the service term, TDS will waive the early termination feeMs*** also has unresolved past due balance (apart from the early termination fee) that will need to be resolved as wellAs previously explained, Ms*** received the benefit of the promotion, $in discounts, but did not fulfill the full two-year term as required and thus the early termination fee remains applicableDISH Network has their own service agreement with Ms*** and they would handle directly any termination fees as applicable to their service agreementIt appears that Ms*** may have confused the name of the promotion where she received DSL free for a year with the service term of the promotionThe terms of the promotion are discussed at the time of the sale as indicated by account notes and they were clearly disclosed on advertising both web and print
I am sorry Ms*** is dissatisfiedThe billing is correct and no adjustment is applicable

Response to file#
Our senior advisor Darrin
contacted Mr*** to help him set up HD service and increased the amount of
the term discountMrYoung accepted the resolution
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.]Please find attached a PDF copy of TDS's website page where they clearly state and advertise that their service covers Lake County No where on this particular page of their website does it state "On the website, we advertise “Not all products & services may be available in all market areas.”," as TDS has stated in their response to this complaint. They advertised a service location and are unable to provide us with a service within that location We have offered them different locations, in different towns in Lake County to service, along with a 3rd location in Franklin Park, Il They have failed to be able to provide us with service as As a result they want our company to pay a nearly $3,disconnect fee All we ask for is that service be provided to any of our current locations or no disconnect fee.Regards,
*** ***

Follow up
#2:
It takes
approximately 3-weeks to process and mail the refund check once the account is
triggered for refundThe refund check for $was mailed on 11/27/As
previously explained, we made an exception to process the refund now as opposed
to 60-days after her final bill date of 10/22/given that the account had
been on vacation suspension before being cancelled so there was low risk that
any remaining usage would be billedThe refund interval is reasonable
considering billing charges may still be received after disconnectionNot only
toll usage charges may be billed in arrears (which could include
Operator/Directory Assistance charges, Collect Call charges,
international/domestic toll, etc), but there could be unreturned equipment
charges that may be billed following the disconnection of servicesWe provide
leased equipment to the majority of our customers (egmodems, TV set top
boxes)It is not unusual for a service provider to have final charges that may
apply after disconnection of services

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,
*** ***

Response to file #***
The TDS technicians are
completing maintenance and are replacing
some equipment in the areaOur senior Repair advisor has been working
with Mr*** for testingWe have provided credit adjustments that total $
Thank
you

Follow up:
Our contractor has buried a portion of the cable and the remaining amount should be buried very soonI apologize that Mr*** is dissatisfied