Pend Oreille Insurance Services

Response to file # [redacted] There is a processing fee of $for the costs involved with converting from telephone/data service to standalone internet serviceOn 10/11/MrRiggins expressed his dissatisfaction at this chargeAs a courtesy, our senior Customer Service advisor offered to provide a 50% reduction for the charge Data-Only/standalone service plans are a new offering for us as of earlier this yearFor many years we’ve offered a limited basic phone and internet bundle for customers looking to remove their featured telephone call planMr [redacted] may contact our Consumer Specialist team at 1-877-665-to discuss the service options Thank you

Response to file# [redacted] It seems that Mr [redacted] may have misunderstood that he could pay both of his accounts with one online bill pay accountTwo payments were made to the first account and none to the second account in JanuaryMr [redacted] will need to have separate online bill pay accounts for each of his accountsIn March there was a misapplied payment for a large business customer that applied to his accountThis error was corrected in MarchWe also applied the January payment from the first account to the second one with the March bill at the customer’s requestIn response to this complaint our senior advisor Javier left a message for Mr [redacted] about the payments and offered to help walk him through setting up the auto pay for his second accountMr [redacted] did not return his callAs payment was not made for the account that did not have auto pay set up, it was up for disconnection After it was suspended on 3/28/Mr [redacted] called in for assistanceOur senior advisor [redacted] helped him with payment, waived the reconnection fee, and provided a credit for the late fee plus a gave a courtesy credit for the inconvenience 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.Please 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 televisionI 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, [redacted]

Response to file# [redacted] The new service provider is responsible for placing the order to port the numbers that the customer wishes to retainThe new provider requested three numbers: [redacted] ***, and We processed the porting order as requestedWhen we were made aware that the customer wished to port one of the disconnected numbers that was not ported, we reactivated the number and set up the Remote Call ForwardingThe new provider requested a due date of 4/27/and we ported as requestedAs previously explained, as a courtesy we waived the early termination fee, which mostly comprised of the $installation fee that was originally waived for agreeing to a service termThis fee was not billedThe customer is responsible for the charges for the services used Should Mr [redacted] have any further questions or concerns he may contact [redacted]

Response to file# [redacted] Our records show that on 8/9/the customer set up online billing (“E-Pay”) using their email address [redacted] 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 [redacted] 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 [redacted] hung upMs [redacted] 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 [redacted] indicated she had not gotten a billWe also offered the courtesy credit again; however, Ms [redacted] hung upOn 5/20/TDS issued a non-payment disconnection notice On 5/31/we set up a payment arrangement with Ms [redacted] 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 [redacted] left a message asking the customer to contact her at [redacted] She would like to discuss the billing, offer a resolution, and if needed amend the payment agreement terms Thank you

In response to Mr [redacted] ’ continued concerns, we have been trying to reach Mr [redacted] to assist him furtherOur Consumer Specialist advisor [redacted] left him a message providing her direct contact number and has not yet received a return callShe can walk him through the steps to set up auto-pay on the second account if he still needs this assistance and help him with any other questions that he may still have The payments are directed to the account for which the auto-pay is set upEach account has an individual account number and payments are directed by the customer either via auto-pay arrangement for each account or by check with the paper remittance slipWe made an error with applying a business account’s payment to Mr [redacted] accountWe corrected this within the same bill cycle and we apologize for the confusion with thatWhen Mr [redacted] needed his payment that he wished applied from one account applied to the second account, this was done as requestedI am sorry that our Customer Service team did not do a better job of providing an explanation about this nor did they not make sure that he had his second auto-pay account set up for future paymentsWe cannot set up the second auto-pay account for Mr [redacted] I am sorry that we cannot do that for him and that we did not meet his expectation to be able to pay both service accounts with the same auto-pay account

Response to file # [redacted] TDS Telecom is aware of customer discomfort in select market areas that have not yet been upgraded beyond DSL We have thousands of customers on future-proof fiber optic networks and have deployed bonded-copper solutions to deliver high speed internet in markets across the U.S TDS was assisted in this effort by funding from the American Recovery and Reinvestment Act (ARRA), in which we received $million With TDS investments of more than $million TDS was able to complete all projects within the allotted timeframe and today more than 20,households enjoy high speed internet as a result Due to high expense in rural areas, we have not fully completed upgrades to every market we serve, however; a major initiative is now in progress to reach our remaining markets using our own funds in addition to those received from FCC –ACAM and state grants, which we’ve worked diligently to apply for and receive TDS Telecom has elected to receive funding to expand and improve our internet service in states, including Georgia Upgrades in the Nelson-Ball Ground and Blue Ridge areas are expected to be completed by the end of 2017, with some projects completing in early Until the upgrades take place, some customers may continue to see periodic slowdowns The speed issue some customers may be experiencing could be caused by many different factors, such as heavy internet use in the area This may be caused by video streaming, the extent of which was not anticipated when the network in the customer’s area was constructed We are aware of the issue and taking steps to upgrade much of our network for as many customers as we can TDS advertises that High-Speed Internet availability varies and speeds shown may not be available at all service addressesActual speeds experienced by customers vary and are not guaranteed Speed ranges are expressed as 'up to' to represent network capabilities between customer location and the TDS network Speeds vary due to many factors, including: distance from switching locations and external/internal network conditions Information about some of the work being done is available at tdstelecom.com/networkupgrades Customers can enter their address for an update as well as sign up to receive quarterly updates via email Customers also have the option of choosing another package from TDS or to disconnect their services without a termination fee to move to an alternative technology such as wireless or satellite 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 [redacted] , and find that this resolution is satisfactory to me 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.TDS's comments are 100% false The problems are in TDS's servers or it's sub contractors servers The error that occurs is generated by TDS's or it's sub-contracted email provides systems Regards, [redacted] [redacted]

Response to file# [redacted] The TDS technician was dispatched on 12/12/to test the serviceHe found no line troubleOur senior Repair advisor followed up with Mr [redacted] , who completed a wired speed test (wifi speedtests are not accurate), which was more successfulHe is monitoring the serviceOur senior advisor is continuing to follow up to check on network capacityOur records show that we are providing a 30% discount for a year effective 11/29/The customer signed up with a 30% one-year new customer promotion Mr [redacted] may also cancel without penalty at any time Thank you

Response to file# [redacted] On 9/15/Mr [redacted] 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 [redacted] 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 [redacted] 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

[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. I will accept the amount that they have provided to close the account and contact the collection agency to resolve the balance. 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.Although the rep I spoke with resolved my complaint, the response is totally false, they tried calling me but did not leave me a direct line, I called back and it was the regular customer service line, TDS has very poor customer service and it took me way too much time to reach a simple resolution which was due to their error to begin withAs you can see they have a very poor attitude and this was all caused by their errorI have autopay setup on my one account and therefore it should have never been suspended for non-payThese guys are beyond belief and have terrible customer service [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Response to file# [redacted] The customer opted for a professional installation instead of self-installation, which has a charge for that optional serviceThe professional installation is for the technician to connect the modem to the customer’s computer equipment instead of the customer setting it up themselvesOur senior Customer Service advisor reviewed the original sales call and verified that the Sales advisor quoted the correct amount ($29.90) for the professional installation[$Professional Installation - $Professional Install Credit + $Handling Fee (modem) = $29.90]For self-installation we would ship the modem for a charge of $Because the technician delivered it and there was no shipping, we offset it with the $credit [redacted] called TDS on 10/19/and complained again about it, and our senior advisor [redacted] agreed to provide a one-time credit of $for the professional installation [redacted] offered to reduce the customer’s service to one that does not require a modem charge; however, Mr [redacted] declinedA modem charge is required with the current service plan, that is not optional 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.TDS will not install 15mb turbo internet in my location This is false, try to set it up I have received a line test and they said that I could handle speeds that high then I had a job to install the faster speed then TDS called me and said that the local technicians said it can't handle mb, and that 5mb is the most that I will ever get They never even came out to my house This is exactly the run around that I have been getting for the last year They refuse to upgrade my speed but list me as being a faster running area This is not a matter of price, they refuse to do it [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] [redacted]

Response to file# [redacted] DISH Network service is reliant a direct Line of Sight (“LOS”) for their satellite in order to be able to offer their service; it seems that there may be a LOS issue at Ms [redacted] ’ locationWe were not able to offer a “Triple Play” promotion without the DISH bundle; however, we have provided “Double Play” internet and voice plan discountsMs [redacted] received a two-year internet promotional rate that concluded in June of this yearShe received the “Five Star” bundle discount initially at service commencement on 6/1/15, until 10/4/when she downgraded the voice plan to “Three Star”She is again receiving the “Five Star” bundle discount ($off for 12-months) as of 4/14/There is no quote for $ for bundled services and no quote for $for internet; those rates are not accurateAlso, the rate for Data Only internet is not $Data Only plan would be $59.95/month plus $6.95/month for modemWe have no record of any request to change service On 9/26/ Ms [redacted] contacted TDS and our senior advisor went over her account in detail 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] 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

Follow up: Our records show that our technician completed a pre-qualification test on 1/26/His notes indicate that we could offer our “Turbo” up to 15MB with bonded copper facilitiesHowever, I did not see this previously; there was a note in the plant records that indicated that bonding is not availableWe rechecked our records and the note in the plant record was no longer accurateThis has been updated and we can offer “Turbo” DSL up to 15MBI apologize for the miscommunication