TDS

Response to file# ***
TDS advertises that DSL speeds and availability varySpeed plans are ‘up to’Our records show that the TDS technician recently replaced the modem and confirmed that the speed result connected directly to the modem was within the expected rangeSpeed test
results on a wireless connection will be reducedWe recommend speed tests are done with a direct connection to the modemThe TDS technician noted that the customer had ten wireless connected devices and when he attempted to explain that would cause the overall connection speed to reduce, Mr*** became irate
TDS Repair contacted Mr*** in regards to his complaint and we have offered a discount of $off per month for a period of 12-months due to Mr***’s dissatisfactionThe customer is already receiving a new customer promotional rate and thus on the lowest possible rate for a period of two years (through 11/25/16)Mr*** may cancel service with no penalty
Thank you

Response to file# ***
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
incurredAdditionally, there may be charges for unreturned equipment (ex
modem) if applicable that
are also billed in arrearsIt is TDS' practice to
wait 60-days after the final bill is issued to make sure all final charges have
been received and billed before any refund is issuedThe final bill was issued
on 10/22/17, which reflected a credit balanceAs MsKing had put her account
on seasonal/vacation suspension on 8/21/and then cancelled service on
9/21/17, it is unlikely there would be any further usage; therefore, we have
made an exception to process her refund nowIt takes approximately ten-days to
process, print, and mail the refund check
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 11908133, and find that this resolution is satisfactory to me. However I have not received any refund from the company as of today.I would have expected that the refund would have been processed by now
Regards,
Rich D***

Response to file # ***
We have reviewed the billing
to be accurateThe monthly charges as quoted by our Sales advisor match the
customer’s service request and billingThe quote did not include taxes,
fee, franchise fee and Universal Service feeOn 8/26/the
customer asked to
add Starz programming and Inside Wiring Maintenance, which changed the monthly
amountThe customer installed service on 8/25/The August 25th bill
had already cut for printing and mailing
7-days prior so we were not able to provide an immediate billThe September 25th
bill shows charges for 8/25/16-9/24/and for the current bill cycle
9/25/16-10/24/We can certainly understand the shock of getting a bill which
shows two months of service chargesOur senior advisor offered $credit
due to our Sales advisor not better warning the customer at the time of the
sale that the first bill would show prorated charges for the start of service
through the end of current bill cycleThe customer declined the credit;
however, we have added the $credit to the account as an apology for not
better communicating about the initial bill
Should Mror Mrs*** have
any further questions or would like to make any changes, they may call our
Consumer Specialist team at 1-877-665-Our Consumer Specialist can make
suggestions to reduce the bill or process the cancellation if the customer
still choses to do so
I am sorry that the customer
had a dissatisfactory experience
Thank you

Response to file #***
There was no over-chargingService charges are billed a month in advance and when the customer cancels service, the subsequent bill will show the adjustment for disconnectionThere was no delay to process a final billMr*** requested disconnection
effective as of 5/26/The bill dated 5/19/was already printed and mailed prior to the service cancellation; therefore, the disconnection would show on the 6/19/invoiceIt does indeed show the adjustment for disconnection on the 6/19/invoiceThere was no error or system problem
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 incurredAccordingly it is TDS' standard 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 issuedThe final refund process would have normally occurred on 8/19/As it is unlikely that there will be any stray toll or operator charges from Mr***, TDS has processed the final refund early
Mr*** subscribed to TDS’ “E-PAY” which is an online billing and payment system which is directly managed by the customerMr*** could have deleted the automatic payment schedule he had set up in E-Pay to avoid payment of the May bill amountBecause the payment had been pre-arranged for monthly automation it was paid on the monthly invoice due dateThe June bill then gave the adjustments which resulted a credit balance to be refundedI apologize that Mr*** was not reminded to log into E-Pay to manage his payment schedule when he cancelled service
Thank you

Response to file# ***
On 12/21/the customer
began receiving the promotional rate for the Broadband Prime telephone/internet
bundle that they receive todayThe promotion is for a two year term and concludes
on 12/21/The bundle rate does not include federal, state,
county, local
fees and taxesIt also does not include the leased modem chargeThe billing
is accurate for the service bundle pur***d at the promotional rateThere is
not a price offer of $for the same bundle to which the customer
subscribes
The last note on the account
was on 7/25/when the customer of record *** *** inquired about billingIf
Ms*** wishes to change her bundle she may do soGenerally existing
customers who already receive a new customer promotion are not eligible for
another new customer promotion unless additional services are addedThe
promotion terms are disclosed on all of our print advertising and on our
websiteWe mail each new customer a Welcome Letter which provides a summary of
the services pur***d and the prices including that of the monthly rate
following the promotion conclusion with applicable datesOur Consumer specialist would be able to go
over all the available service plan optionsMs*** may call 1-877-665-
for more details
Thank you

Response to file #***
Unfortunately there was a delay with completing the upgrade from 100MB service to 1GB service due to a technical situationOur technician was able to get this issue resolved and the order is scheduled to be completed on 2/5/Our senior advisor
*** followed up with Mr*** to adviseDue to the miscommunication with the upgrade due date, and the inconvenience of Mr*** staying home to provide access when the order could not be completed, we have provided a courtesy credit for $
We apologize for the delay and the miscommunicationThank you

Response to file #***
Our senior advisor contacted
Ms***He agreed that our Sales advisor had not provided a very clear
explanation about the standalone data conversion processing feeHe assisted
her with changing her telephone call plan and set her up with a
discount of
$10/month for a yearHe also gave her a courtesy credit of $to offset
the $early termination fee to remove the Remote PC Support service
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. After talking with Iris Reynolds, we have agreed to start over. This is acceptable to me. I can not use the TDS email program, however. The email format looks like a third grader designed the email page. None of our customers' emails to us look like that either. After a lengthy conversation with Iris I have concluded that Tds has intermittent outages due to a overload of customers trying to use the internet lines. We live in a relatively remote mountain area and there are few, if any, other email service providers available to us. All my email problems have been server problems. So, I will just have to resort to calling our customers and tell them I will send their email as soon as Tds can handle the overload.I want to let Tds know if it wasn't for Iris Reynolds, I would still be really stressed out. Thank you Iris!!!Sincerly,
*** ***

">Response to file# ***
On 9/15/Mr*** changed
his service plan to include Catch TV, which includes a pricing change for the media
player equipment, DVR service, and advance modem that is required for itThe
current recurring charge (before taxes/fees) is $This includes the
promotional discountsMr*** still
receives the internet promotional rate of $29.95/monthThe current bill shows
pro-rated charges for the start of service, the changes made to service, and
the full monthly charge for the current servicesIf Mr*** wishes to
reduce his services to reduce his monthly bill amount, our Customer Service
team can assist with that: 855-696-
We also had provided credits that total $for the service delay/interruption
The credit will appear on the upcoming invoice
Thank you

">Response to file# ***
As requested internet service
was installed on 3/14/There are no notes that a separate mailing address
was requestedI apologize if there was a misunderstanding about thisWe would
not know whether Mr*** forwarded his mail with the Post OfficeWe would
not send promotional mailings to the Austin address as we do not serve that
areaWe sent the bill to the service locationAt the time of the sale, the
customer was advised of the monthly rate and that the first two months of
service would be due days after installIf the customer did not receive his
bill, it would be his responsibility to contact us regarding the lack of a
statementOur records show that our Collections department did attempt to
contact the customer at 512-516-
on 4/27/prior to disconnection for non-payment, but they were unable to
reach the customerService was disconnected for non-payment on 5/4/On
5/16/Mr*** made payment; however, it was too late to reconnect as
service had been permanently disconnected by that timeIt is generally not our
policy to offer multiple promotional rates and delinquent accounts may lose
discountsOn 5/24/Mr*** spoke with our Consumer Specialist who was
able to offer a promotional bundle that includes telephoneAn order was placed
to install the service with a bundle promotional rate
Thank
you

Follow up:
Ms*** may retain her current plan since it is a low
promotional rateThe regular rate of the lower tier DSL “Lite” (up to 1MB) is
a higher monthly rateIt makes more economic sense to retain the current
promotional plan if Ms*** intends to continue to subscribe to DSLWe
cannot offer faster speeds at this time and no additional discounts are
applicable since she is already at the lowest possible rate for DSLDISH
Network’s service and rates are completely separateWe do offer bundle
convenience billing for DISH Network services, but we do not set their rates
Ms*** may inquire with DISH Network about their promotional plansI
apologize that we are not currently able to meet Ms*** expectation for
service

[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,
*** ***

Correction, the following numbers were not disconnected: *** *** *** *** *** indicated she would follow up with Ms*** whether she wanted these numbers disconnected as well
She was aware of the customer’s request to disconnect the following numbers and placed orders to do so:
*** = disconnected 7/23/per customer order placed 7/22/= adjustments show on 8/bill as disconnected back dated to 4/9/15*** = disconnected 7/23/per customer order placed 7/22/= adjustments shows on 8/bill as disconnected back dated to 4/9/
*** = disconnected 8/3/as part of the Tper order placed 7/22/= adjustment will show on the 9/bill as disconnected back dated to 4/9/15*** = disconnected 8/3/as part of the Tper order placed 7/22/= adjustment will show on the 9/bill as disconnected back dated to 4/9/
For any questions or any change requests, Ms*** may contact *** at ***.*** *** or her manager *** *** ** ***

TDS takes advantage of people in rural areasI thought I had five gigs because that's what I was paying forMy internet was going very slow so my daughter did a speed test on my computer and found out I was getting on gigsMy daughter contacted TDS and asked them how many gigs I was paying forTDS told her I was paying for but they new that the customers in my area wasn't going to get thatSo my daughter asked why do I have to pay the same price as someone who is actually getting gigsTDS says that I can go to other carriers but my area is a no service area and we can't get a decent connection through anyone but TDS and they know this that they have no competition thats why they treat us this wayTDS offer me $off my bill for months and look at all the money they have charged me for service I wasn't gettingIf they can't upgrade and give me the service I have been paying for over ten years they should refund all my money back and drop my price suitable for gig

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 First and foremost I reject their explanation for how this was handled They neglected to address and notify AGI of this potential failure of a phone system 5-years old They had numerous times to advise us of this with numerous TDS personnel involved prior to complete failure I do not want TDS personnel in our facility
Regards,
*** ***

Response to file# ***
In December Ms*** reversed a payment that had been made, leaving an account balanceOn 2/2/Ms*** made payment of that balanceThen Ms*** contacted TDS about her dispute and our senior advisor began an investigationUpon
review of the billing end dates, the senior advisor found that the DSL portion of the bill should have received an adjustment of $(for service charges billed 10/1/14-11/13/14)We are sending Ms*** a refund for $and our senior advisor spoke with her on 2/25/about the resolutionMs*** was glad that this was going to be resolved
We apologize for the inconvenienceThank 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,
*** *** At no time have I held TDS responsible for my equipment. They continue to deny any connection to the virus being transmittedpast their filters thru their system. I don't hold them responsible for the virus but again, feel the least they can do is to stopthe charges for the period that I was unable to use the service. I have repeatedly advised that I have been unable to view anyinvoices as they continue to send them only to the email address attached thru TDS. I can't pay what I don't receive. As mentionedin my complaint, I'll gladly pay what is owed but need a invoice. I have mailed a check as of today for what I believe is due but still,no paper invoice has been sent. Once this is setteled, I'll research for another more reliable service for my internet service.*** ***

Response to file #***
There was unfortunate timing for a billing correction and a general rate increase for DSLTDS included a bill insert about a $DSL rate increase, which was a billing trfor the DSL plan rate to which Mr*** subscribesThe $increase was a bill
message notification that went to all DSL customersWe apologize for the confusion and the poor timing
To reduce the monthly rate, we can reduce the service plan to “Lite”Mr*** may cancel service without penaltyWe have provided a courtesy credit of $Our senior advisor attempted to reach Mr*** to discuss the optionsShe left a message asking if the customer would like to change to the “Lite” DSL plan
I am sorry, I know no one wants a rate increase
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*** areaWe have previously offered to reduce his speed plan to one that is more achievable; however, Mr***
declinedThe DSL “Lite” plan would reduce the monthly cost as wellWe do apologize that we are not able to meet Mr*** expectation for service
We have found that the DSL is not associated to a telephone accountThis was our previous oversightTDS does not offer stand-alone DSL and the DSL must be associated to a phone accountThe DSL is now associated to the main telephone number ***Unfortunately that account is past due and is subject to disconnectionWe are happy to offer a Payment Plan
Our senior advisor has attempted to reach Mr*** on several occasions and left a messageAt this time Mr*** has not returned the call
Thank you