TDS

Response to file #[redacted].
 
TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. Unfortunately, TDS is not able to offer faster speeds in Ms. [redacted] area. Due to Ms. [redacted] dissatisfaction with the speed she receives, the options at this time are that...

Ms. [redacted] may change to the DSL “Lite” plan (1MB) or cancel DSL without penalty. Alternatives may include satellite providers such as dishNet, Exede, or others.
 
On 2/17/15 in response to Ms. [redacted] dissatisfaction with the DSL service, we offered to change her DSL plan. She declined. We offered a courtesy credit of $39.95, also which Ms. [redacted] declined. We have put through a credit for $41.41, which Ms. [redacted] will see on her March invoice.
 
I do sincerely apologize that TDS is not better able to meet Ms. [redacted] expectation for service.

We have made no changes. We do not agree with Ms. [redacted] and I do not believe any further response will change Ms. [redacted] opinion. Please let me know if you need further information. Thanks! [redacted] – TDS Telecom – 608-664-7872

Follow up:
 
On the website http://www.tdsbusiness.com/ on the About TDS tab across the top of www.tdsbusiness.com is the following information:
 
*Not all products & services may be available in all market areas. Please see all TDS Business locations.
 
Also, in the Quick Links for “Location Picker” the webpage leads to “Check availability for TDS Business Services – VoIP, Internet & More”, at the bottom of the webpage is the following:  
 
TDS business products are available in select locations, including the following areas: Madison, Milwaukee, Appleton, Green Bay & Racine, WI; Minneapolis and the Twin Cities area in MN; Rockford, IL; Lake County, IL; Detroit, Lansing, Kalamazoo & Grand Rapids, MI; Knoxville & Nashville, TN and St. Mary's, GA. Not all products & services may be available in all market areas. See all available locations.
 
Our Sales manager, Kevin Kaiser, followed up with [redacted] on 6/12/15. Kevin offered a large reduction of the termination fee as a courtesy and is assisting with some additional questions Mr. [redacted] had. [redacted] can be reached at  [redacted] or [redacted]

Response to file# [redacted].
 
TDS advertises that DSL
speeds and availability vary. Speed plans are “up to”. TDS Engineering has a
project in place to upgrade equipment and increase network capacity in Mr.
[redacted] service area. The project is expected to be completed soon. Mr....

[redacted] complained
about service in July and TDS offered a discount of $15.00 off per month to
last a period of one year. This is in addition to the promotional rate “Price
for Life” that the customer also receives. Furthermore, TDS Repair offered a
credit of $35.90 due to the customer’s dissatisfaction with the repair
interval. Mr. [redacted] may cancel DSL with no penalty or reduce his speed plan.
 
Thank you.

Response to file# [redacted].
 
We require a phone bundle
with the customer’s current service plan. Ms. [redacted] currently receives a
promotional rate with the “Star bundle” (7/11/16-7/11/18). I am sorry that we
do not currently offer an internet-only option in Ms. [redacted]’s area. When...

Ms.
[redacted] contacted TDS about this on 2/13/18, our advisor provided an explanation
and also gave a $25.00 courtesy credit due to her dissatisfaction. Ms. [redacted]
may want to explore satellite or wireless options for an internet-only plan as
an alternative.
 
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 the lack of ownership the employees at tds have is sad. Please review the notes on my account. The number of times I have had to call with no one willing to help me. It is truly unacceptable. I will be writing to the corporate office as well to file a complaint. 
Regards,
[redacted]

Follow up:
 
As previously explained, Mr. [redacted] subscribed to electronic billing up until 2/5/15 and subsequent to that would begin to receive a paper invoice. It is the EPAY subscriber’s responsibility to review their bill via EPAY. Notifications were sent to email address of record, which could have been updated by the customer at any time or by calling TDS. Since Mr. [redacted]’ EPAY account is now closed, I am sending copies of his past invoices (December through current) at no charge. Normally there is a charge associated to bill copy requests. Mr. [redacted] did not subscribe to TDS’ PC Defender service or any other Premium internet services for security or PC cleaning, etc. We do offer Remote PC Support on a per use basis, and as previously explained when Mr. [redacted] attempted to make use of this service, we did not charge for that service since we were not able to connect remotely with his computer due to the extent of his virus problem. The customer had been referred to a computer repair shop back in November. Mr. [redacted] is responsible for his computer equipment, not TDS. I am sorry that Mr. [redacted] is dissatisfied.

Follow up:
 
I am truly sorry that Mr. [redacted] is dissatisfied. As previously explained speed plans are “up to”. Any customer who is not satisfied with the speed they receive may choose to change their plan to one that better fits their experience. We do not guarantee speeds. The options we have at this time are that Mr. [redacted] may change to a different plan or he may cancel DSL with no penalty. An alternative may be a satellite provider such as dishNet, Exede, or others. Unfortunately, TDS is not able to offer faster speeds in Mr. [redacted]’s serving area at this time. I asked a Consumer Sales advisor to contact Mr. [redacted] to advise of the options. Mr. [redacted] declined to change his plan. Our advisor offered a $50.00 courtesy credit.

Follow up response:
 
I am truly sorry that Ms. Keener is not satisfied. The only option we have at this time for faster internet is to offer dishNET satellite internet service. TDS partners with DISH Network. As previously mentioned, Ms. [redacted] may cancel DSL without penalty.

Response to file# [redacted].
On 9/16/15 TDS issued a disconnection notice as no payment had been received on the account. The customer had until 9/28/15 to make payment or payment arrangement/agreement to keep services active. On 9/28/15 a partial payment was receive, but it was not sufficient to...

retain DSL service. Telephone service was not disconnected as the balance for that portion of the bill was satisfied. On 9/29/15 internet service was suspended for non-payment. On 9/30/15 Ms. [redacted] contacted TDS. We offered a payment arrangement, which she declined. The remaining payment has not yet been made and DSL service was disconnected for non-payment. Ms. [redacted] will need to make the remaining payment for the collection balance on this account in order to re-install DSL service. Our senior Customer Service advisor attempted to reach Ms. [redacted] to assist her and received no response. Ms. [redacted] may contact TDS at 1888-225-5837 (1888CALLTDS).
Thank you.

Response to file# [redacted].
 
TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. TDS Engineering has a project in place to upgrade network capacity in Ms. [redacted] area. The project is nearing conclusion. In the meantime, the customer may reduce their DSL...

plan or cancel DSL. We are providing a discount of $8.00 off per month for a period of one year (concludes 7/4/16) due to the customer’s dissatisfaction with the speeds they receive. Also, our records show that the customer recently reported trouble with the DSL modem lights flashing and the TDS technician replaced the modem on 8/13/15 to resolve the trouble.
 
Thank you.

Follow up:
 
Yes, the industry practice
for third party toll charges, which may include long distance toll, directory and
operator services may take that long to process. Usage charges are always
billed in arrears. Typically most usage charges are captured for billing within
1-2 billing months, thus we process the final billing refund (if there is a
credit balance) at by no later than the 60-day mark of the final bill date. In
this instance, we issued the refund check at 33-days from the final bill
date (11/19/16 – 12/22/16). Billing runs on a monthly cycle, on a set schedule,
and if someone disconnects service two-days after the monthly bill has been
issued (in this instance the bill date is the 19th, and Ms. [redacted]
cancelled service two-days later on 10/21/16), then the final bill date is the
next month’s bill. 11/19/16 was Ms. [redacted]’s ‘final bill’. The last bill is
issued as soon as the account has become inactive after the account is cleared
to $0.00. The December bill was the last bill Ms. [redacted] will see. Customers who
know they are cancelling their service may withhold payment until they receive
a final bill that reflects adjustments for the cancellation of that service.
Then they will know the final amount needed to pay and not over-pay. Or customers
may contact our Customer Service department to ask for an estimated pro-rated
final bill amount and we would help with the calculation. Our bills clearly
reflect the dates the charges apply with a “FROM” and “TO”.

[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]
I have received the check.

Response to file# [redacted].
 
TDS Repair attempted to reach Mr. [redacted] to assist him with his concerns; however, unfortunately they were not able to reach him. At Mr. [redacted] earliest convenience, he may contact TDS Repair and ask to speak with a senior. Mr. [redacted] changed from 50MB to 100MB...

service plan on 3/4/15; the difference of the two plans is $5.00. TDS is also providing a discount of $13.00 off for a period of ten-months (through 12/25/15).
 
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 would like it to seem that they take care of our needs, fixing problems quickly, and all is well.  This is not the case.  It is not a simple disruption of service, as if we were a residential customer missing our tv shows.  We are a business that has lost money due to TDS's faulty phone and internet service, slow or no show repairmen, and poor customer service.  We had to deal with multiple days and multiple hours of no phones or internet to contact our clients.  If we can't make appointments, we can't make money.  Of course they don't take responsibility for the day we called for service repair and they never showed up, or the day they showed up 2 hours after we closed.  Then we got to deal with service that would go out for 2-3 hours each day between 12pm-1pm and come back on from 2pm-4pm.  Forgive us if we didn't wait on hold for 15 minutes, trying to call in a service problem, then wait for a repair man that won't show up each day we were out of service.  Trust us, this went on for 6 days in March!  Look deeper into your repair files, all the dates are there and reported when we did call!  One day in December, six days in March, and one day in April is considered a chronic problem, despite your "generous", "courtesy" credits that you try to sweep the issues under the rug with.  How about the $1315.51 early termination fee you are charging, despite our service interruption problems?  How about the $20, 000 we've spent on your services throughout the years?  This is all topped off with an unpleasant account manager we didn't even know we had and her boss, that "can't do anything for you".  $20K and they can't do anything for us, other than charge us more money. TDS needs to focus on the quality of customer service and quality of their products, not the obsurd, retroactive termination fees they come up with, once you finally figure out their service is terrible and you look elsewhere.
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 find that in know way does this resolve my complaint. TDS sold me and continues to collect from me a monthly fee for a service that they apparently can no longer provide. Please note that the internet service (DSL provided to our home  by TDS) though never as fast as they advetised it to be (2 to 5 MBS) was deemed satisfactory by the family and we continued to use it.  We have been an internet customer of TDS for 13 to 14 years and have seen the speed of the service continue to get slower and slower.  During daytime hours it is slow ususaly under 2 MBS and of an evening it will easly and routinely drop below 1 MBS.  This is totally unexceptable as they are not providing what we pay for.  We have been told by TDS technical team that it is a capacity problem.  I interpret this to mean that TDS has sold service to more customers than they can supply.  Now they want me (a long time customer) to give up the service and seek a differnent ISP.  Interesting they reccomended Dish Network which is affiliated with TDS.  Dish Networks satelite provision is limited in usage and two to three times more expensive, this is not an option.  TDS needs to provide to me, a long time customer, the service we pay for and once had, it is not my problem they sold more capacity than they can provide.
Regards,
[redacted]

Follow up:
 
I apologize for the delay with the contact from TDS Repair. The TDS Repair supervisor notified me that she contacted Mr. [redacted] and worked out a resolution to his dispute.
 
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 have NEVER received any call from TDS on the complaint. The "senior" tech has my number and at least 4 CSR's from their call center have my wife's phone number. Neither of us have ever received a call back. I called the "senior Tech" again yesterday,(10/5/2016) only to leave yet another message, and 16 hours later, no call back. I have left 4 messages with the Senior Tech now. I have no idea who completes this response from TDS, but it does not surprise me as this type of "handling the issue" is company wide. There is miss communications within the company and what seems to be widespread BS. Unreal....  And still, the ISP service crashes, requires re-booting, and is so slow that you can't utilize VoIP or have remote technicians log in because of the speeds, when we have connectivity. 
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 still refuses to make things right with any of their customers. Instead they request they drop their speed, those customers that do still do not get the speed they are paying for. There is no sense in such shameless practices when you are providing a vitally important service to so many people.
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have not had anyone from TDS try and contact me at the number I provided ending in 9095 or my email address. I still would like my bill adjusted or my service fixed.
Regards,
[redacted]