TDS

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]
 
 Wait one minute.  I was abusive?  your call technician said that I was lying and not in the Arizona time zone.  3 times I iterated I was, and she said she could not help me if I continued to say I was in the az time zone.  did you hear that part?  NO, you heard me telling her to "get her head out of her as".  This is customer service that the customer usually knows more than the underpaid phone tech.  what computer system are they using that they cant see an Arizona time zone?  Windows 95.  probably.  again, low budget tds versus doing it the right way.Next.  low tiered plan?  yeah, as of last month, when I got tired of paying for 5 and was getting 1, it was suggested by your phone tech to downgrade to the slower speed since that's all I was getting, which in turn, gave me the 1/5 speed again of .2 down.you all are good at making us look like as's, when your doing the job for us.for more than 6 years ive always paid for the fastest speed, and the last 2 years have been the worse, and I'm not the only one.Like I told other tds customers, don't downgrade your service, then tds will claim they don't have an issue, and leave us with crap service.  AND YOU HAVE BEEN DOING THAT.as I told the last tds phone tech I was talking too, I am tired, WE are tired of paying for a steak dinner and receiving a hot dog, and you all expect us to keep paying for the steak and feeding us hot dogs and we're supposed to say thank you, that hot dog tasted like a steak, so we're happy.  NOT.the last tech also told me that there will be no credit until the system is fixed.  what a crook that is.  you all rob us blind, and expect us to kiss your butts and say how delicious it is.  your right, satellite is the next plan, and I am looking into it, for a bunch of tds customers around our area, and if tds keeps this attitude, you will be loosing a lot of customers, then you don't have to fix the crappy system.in short now, I want my steak, and I expect the difference of my steak and hot dog dinners to be credited to my account, better yet, send me a check, cause at this rate, I wont be a tds customer much longer.  I don't need you all, you need me.and funny, they say they're working on the issue, they've been telling us that for years, TDS has, and to no avail, with no fixes  simple fix is get the system redesigned, give us our credits, or jump ship and leave the area, there are better service providers that would love coming into our area and EARNING their money, instead of ripping us off as TDS has been.in another short:  "get your heads out of your as and give us what we pay for"Next stop for me, the ACC.Thanks for your time.

Response to file# [redacted]
We referred to our Sales group who is responsible for the Door to Door sales agent. The agent made an error and offered a New Customer promotional rate to Mr. and Mrs. [redacted] who were existing customers who had already enjoyed a New Customer promotional rate. It seems...

that the agent failed to follow up timely to explain about his error. The Sales manager agreed to extend the promotional rate. Our senior advisor left a message for the customer to explain this and to ask them to call in to confirm the service change and then we will be able to proceed with the order. The senior advisor indicated she would call again on 1/8/16, otherwise the customer may call in and speak with anyone in our Customer Sales & Service (888-225-5837) department to process the order.
I apologize for the miscommunication with the Sales agent.
Thank you.

mso-bidi-theme-font: minor-bidi;">Response to file# [redacted].
 
TDS took over Baja Broadband
over three years ago and have made several engineering improvements since that
time. A large investment to upgrade network equipment was completed in early
2016. Our records show that on 1/4/16 the customer contacted TDS with internet
trouble. The TDS technician replaced the modem to resolve the trouble. On
1/19/16 the customer contacted us for assistance with testing the internet
speeds and we verified that they were receiving 52.81MB download, which is well
within the expected result for the speed plan. The customer asked for a credit
for the past slow internet issue. We provided a courtesy credit of $57.93. On
5/2/16 the customer changed their plan and got a promotional rate. On 7/26/16
the customer reported internet trouble; there was an area outage which lasted
approximately three hours. There were no other trouble reports. Service had
been up for non-payment suspension on several occasions throughout the year. On
8/1/16 Mrs. [redacted] contacted TDS to set up a payment arrangement due to
suspension for non-payment. She complained about services issues and being
suspended for non-payment. She later asked to disconnect service. The equipment
was returned to our local office. As no final payment was made, the final
balance was referred to a collection agency. I am sorry that Mr. and Mrs. [redacted]
were not satisfied. No further adjustments are applicable.
 
Thank you.

Follow up:
 
As previously explained it is the industry standard practice for final billing refunds. Customer Service will quote 60-90 days because the start of the clock is the final bill date and not the disconnection date. Because the bill cycle runs monthly and not on demand, the final bill date could take nearly a month to fulfill (for example: service is disconnected on July 16; the bill cycle was July 15 and the bill had already mailed; the final bill date will be August 15; and 60-days hence the refund will process which is nearly 90-days). As previously explained, we have already processed the refund. When appropriate we can expedite the refund as we did in this case. There is no interest being charged or collected. Again, as previously explained, Mr. [redacted] did have the power to control his payment via the E-Pay system. Again, I apologize that was not made more clear that Mr. [redacted] could have cancelled the upcoming E-Pay payment and then he would not have to worry about a refund check.

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]

Follow up response:
 
I am sorry that Ms. [redacted] was inconvenienced and had a poor customer service experience. It was not Ms. [redacted] error, which I did not say was the case. It was our Sales advisor’s error for entering the incorrect address and contact number in the order. The Contact Center regularly records calls for coaching and training purposes. The order entry is made by humans and thus subject to human error. There is a training and coaching team that monitors/reviews calls and documents procedures for our Contact Center staff. I did listen to the call as well as the advisor’s supervisor. The Sales advisor in this instance did receive coaching about the order entry error. The supervisor’s manager was also made aware of Ms. [redacted] concerns with the customer service experience. Again, I am sorry that Ms. [redacted] is dissatisfied. As previously explained, we have waived charges for a month’s services due to the miscommunication that caused the inconvenience. As additional apology, we are adding another credit for $29.90 which covers the data installation and modem shipping charges.

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 do not accept TDS response due to they sold us a product they cannot provide. Technical support for TDS agrees that at 5MB we are to receive the minimum of 3MB which I would be happy with but we don't even get 1MB on most days. So the suggestion of reducing to "DSL Lite" of 1MB would mean in TDS words of 'up to' 1MB would mean that would be the same speed or worse as 'dial up' and we would not be getting internet at all in this case and TDS would still be collecting an Internet charge from me for 1MB.  If TDS cannot produce the product I am paying for, they should at least reduce the price, not keep increasing the price.Regarding other options, even though TDS has a monopoly in my area, trust me I am looking into other options for my needs.
Regards,
[redacted] [redacted]

Response
to file# 11121187.
[redacted]
Engineering is nearing conclusion of a large network improvement project which
will relieve the network capacity issue that is especially noticeable during
the peak hours of usage. Unfortunately there have been unforeseen delays with
the project which...

we had initially expected to be completed in 2015. I
apologize for the inconvenience. Mr[redacted] may cancel at any time without
incurring penalty. We have provided a courtesy credit of [redacted] as an apology for the customer's dissatisfaction.
Thank
you.

Response to file# [redacted].
 
TDS advertising both print and web always include details about the terms of the promotion. “Offer valid for new residential customers who complete a qualifying TDS bundle with high-speed Internet, star phone package, and DISH TV from TDS for a period of 24...

consecutive months.”
 
On 9/10/13 Ms. [redacted] completed a Third Party Verification (provided by 3PV, Inc) agreeing a $300.00 disconnect fee if she cancelled her service within the two-year term of the verbal agreement with TDS. This recording is available upon request.
 
Ms. [redacted] enjoyed the full value of the promotion, $504.00 total discount. Ms. [redacted] did not keep the three services for the two year term that made her eligible to receive the promotional discount and therefore the $300.00 early termination fee is applicable. If Ms. [redacted] restores the three services (TDS telephone package, TDS DSL, and DISH Network), then we would waive the early termination fee.  
 
Our senior advisor attempted to reach Ms. [redacted] several times to go over the account and received no response. Ms. [redacted] may contact TDS at [redacted]
 
Thank you.

Response to file# [redacted].
 
Unfortunately there was a delay with the installation due to an order entry error. The TDS technician was unable to complete the order without the correct provisioning. Our senior advisor [redacted] spoke with Mr. [redacted] about the issue and she offered a credit for...

one month of service due to the inconvenience. The order was rescheduled for 4/27/15. It appears that the 4/27/15 due date did not get properly communicated to Mr. [redacted] and there was no access for our technician to complete the installation. A new due date with an appointment time of 1-5pm was arranged for 5/6/15. I asked our Field Service manager to make sure his technician is prompt and to call ahead to the contact number Mr. [redacted] gave on the complaint file (which differs from the contact number in the order) to verify access with Mr. [redacted].
 
We apologize for the miscommunications with this order.

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.
We have two issues with TDS - one I consider serious and has still not been resolved or have I been given any estimate on when it may be resolved.  This problem concerns the loss of our email account information, (all saved emails, current inbox emails, address book information).  I have received one call asking me if the problem had been resolved.  The other issue with TDS was they told us they would provide a forwarding message if someone called our discontinued phone number.  The message would tell them our new number.  Our phone was discontinued on 12/12/14 but the message was not implemented until 1/2/15.
 
I started this complaint with the Revdex.com only mentioning the email problem.  TDS has responded as if the issue is resolved but is has not been.  They did finally get our phone forwarding message straightened out and I am grateful for that.  They have called me to see if the email problem is resolved - it has not been resolved - but I am grateful they called.  I check every morning and evening to see if I can log onto my email account.  TDS has said they are trying to fix the problem.  I will keep checking and waiting.
 
Thanks for your efforts in this matter - I do believe it has helped with the communication.
 
Regards,
 
[redacted]

Response to file# 11957341.
 
Upon review of trouble
history, there was one trouble report in 2014 for a noisy line issue, no
trouble reports in 2015, and one trouble report on 11/1/16 about internet
speed. TDS Repair tested the connection and verified the speed was fitting...

with
the service subscription. There was no inquiry with TDS Sales about internet
service options. On 12/7/16 the customer ported to AT&T thereby cancelling
service with TDS.
 
Katie [redacted] indicated
that while she the account manager for [redacted] through February
2016, that she had no previous conversations with the customer about slow data
speeds nor did she receive any inquiry about internet upgrade options. She
indicated that it was inaccurate that the only option offered was a 5-year term
and the customer’s assertion about the termination fee is inaccurate as well.
Had it been requested at the time of the sale, we would have offered a shorter
contract term. The early termination fee calculations are clearly stated on
Item 11.2 of the contract. We have no record that Mr. [redacted] contacted TDS to
inquire about the terms of the Service Agreement before cancelling the
contract. If services need review during the course of the contract term, we
would void the existing term agreement if the customer moved to a new plan with
TDS. The current account manager, Deana [redacted], indicated that she would refer
a customer to Repair to test the connection first if there was a complaint
about slow internet speed. She did not hear from Mr. [redacted] again until she
received an email on 1/12/17 about the reason for switching to AT&T and his
claim about the contract and termination fee calculation. The early termination
charge was calculated correctly based on the terms and conditions of the
Service Agreement. On 1/26/17 our Business Sales & Service advisor provided
an explanation of the fee amount. The customer had service with TDS for approximately
10-years. A new contract was executed in December 2012 and was in effect
through December 2017. Thank you.

They been sending mail fylers on my mailing adress for internet service at 29.95 for 3 years I got the service and get to find out that the price is 39.95 and according to a rep someone made a mistake and the mail deparment and send the wrong fyler.call to find out if the will granted me price I though I was suppoust get and they told me they cant give me that deal even when I was getting a paper every month saying 29.95 for three years.

Revdex.com:I am not sure how should I answer this. I have never changed my opinion  and my router stll the same as well. Because I don't even know who should I talk to when I call TDS( I know sales people can't answer this) before I came to Revdex.com. That's why I had to bring them to here to let Revdex.com help.?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
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]

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.]The complaint that I submitted was pertaining to the 5mb service that I had prior to the attempt to obtain the 15mb  in December.  While I appreciate the service that I received from customer service regarding the 15mb service, my complaint is pertaining to the 5mb service I've had for the last 3-4 years.  I've been paying for 5mb since I've had Tds DSL service and I use to have have acceptable service but I do not anymore and this is what I would like to see resolved. 
Regards,
[redacted]

Response to file# [redacted].
Wireless connection speeds
are not guaranteed. There are many variables that can reduce a wireless signal.
We do guarantee wired connection speeds for our fiber services. Our records
indicate this worked at 90% of the expectation. The TDS technician replaced...

the
modem on 12/1/15 in response to a trouble report. Unfortunately, it does not
appear that enough troubleshooting was done with the wifi connection speeds.
Perhaps there was something our local technician could have done to help
improve the situation. Mr. [redacted] cancelled service on 3/23/16. Earlier on
3/23/16 our senior advisor [redacted] offered to waive the early termination fee
and asked Mr. [redacted] to work with Repair again. Mr. [redacted] did contact Repair and
then called back to cancel. It appears the advisor who took the call did not
see [redacted]’s note about the waiver. [redacted] added a credit/waiver for the early
termination fee. I am sorry Mr. [redacted] was dissatisfied and that we were not able
to resolve the wifi issue. I shared Mr. [redacted]’s trouble history with our Field
Service manager who regretted that our local technician didn’t have the
opportunity to investigate further. 
Thank  you.

Response to file# [redacted].
 
We apologize that the disconnection order was worked before it should and there was a delay with the reinstallation. Our senior advisor assisted Ms. [redacted] with cancelling the internet/tv portion of the reinstallation as she had already made arrangements with...

Comcast for internet/tv service. The telephone service was reconnected and Ms. [redacted] indicated she would contact Comcast to port the number. We apologize for the inconvenience and frustration with the delay.
 
Thank you.

Response to file# [redacted]?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
 
The Stark Collection agency cancelled the collection referral as they determined it was not worth pursuing. The final amount of $81.06 is accurately billed. It is for TDS services provided...

through 9/12/14 and DISH Network charges through 10/3/14. DISH Network charges are passed to TDS by DISH Network for bundle billing. DISH Network would handle any adjustments as necessary when the bundle billing is cancelled with TDS. 
 
Mr. [redacted] had paid his August 7th 2014 bill amount covering dates 8/7/14-9/6/14 (and 8/4/14-9/3/14 for DISH). Mr. [redacted] disconnected TDS service on 9/12/14.
 
When service is cancelled an adjustment is made to the date of disconnection on the subsequent bill for the services provided by TDS. DISH Network charges are handled differently.
 
The September 7th 2014 bill showed full month charges covering dates 9/7/14-10/6/14 (and 9/4/14-10/3/14 for DISH).
The October 7th 2014 bill showed adjustment for the TDS charges covering dates 9/12/14-10/6/14 (and a partial adjustment from DISH).
 
The final balance consists of unpaid charges covering dates:
Phone 9/7/14-9/12/14
DSL 9/7/14-9/12/14
DISH 9/4/14-10/3/14
 
DISH service was retained by Mr. [redacted]. The DISH bundle billing ended with TDS and went to direct billing from DISH Network. DISH provided some partial adjustment via the TDS bundle billing as seen on the October 2014 invoice. We confirmed with DISH Network that the service was retained and a transfer credit of -$55.38 applied to offset the dates TDS billed in advance on behalf of DISH Network and when the DISH billing began. The final balance left with TDS is correct for the services rendered.  
 
Though Stark Collection is not pursuing the $81.06 balance, the amount is still owed to TDS. Should Mr. [redacted] wish to establish service with TDS again this balance will need to be paid first.
 
Stark Collection indicated that because they had cancelled the collection amount, it will be removed from Mr. [redacted] credit report.
 
Should Mr. [redacted] need further explanation, he may contact TDS at [redacted] (888CALLTDS) and we would be happy to conference with DISH Network if there is still question about how the hand off to their direct billing was handled.
 
Thank you.

Response to file# [redacted]
 
Bank Debit cards are connected to a checking or savings account and can be subject to Insufficient Funds should the balance of that account be less than the amount being debited. The payment made on 12/2/14 at 5:22pm (CST) with a MasterCard (presumably the...

debit card) was later declined for Insufficient Funds on 12/8/14. Payment was due on 12/1/14 and services were suspended on the afternoon of 12/2/14. Internet and TV services were reconnected on the evening on 12/2/14 following the 12/2/14 5:22pm payment. On 12/8/14 when the payment was returned, internet and TV services were again suspended for non-payment. It is typical that it can take a few days for payments to be returned for Insufficient Funds.
 
If a banking account number is entered incorrectly in the payment system, then the payment can also be declined. This is what occurred with a second payment attempted with a checking account number on 12/2/14 at 5:24pm CST. The payment was declined for “No Account/Unable to Locate”. Mr. [redacted] may review Payment history in TDS E-Pay to see details of these transactions.
 
On 12/9/14 payment was made and services reconnected. We had not received any documentation from the bank or Mr. [redacted] that demonstrated that the returned payment was an error. In response to this complaint on 12/23/14, our senior advisor left a message for Mr. [redacted] to refax this information. Upon receipt of this information we can complete a payment investigation. If there was error with our bank or our E-Pay system, we would waive the fees associated with Insufficient Funds (NSF) and the second service reconnection fee that applied on 12/8/14.
 
Should Mr. [redacted] have any questions, he may return the call to TDS Financial Services.
 
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 understand that one can not expect the full, maximum advertised download speeds offered by an ISP, but selling a service based on "Up to 15Mbs" it should be reasonable to expect, at minimum, at least half for the majority of the time, which is not what I was getting for over a year.In regards to the the discount I received over a year: that was a promotional rate which was run in my area and I asked for because there was another service provider in the area I could potentially have gone with which would have provided a better price for comparable advertised (and apparently, more reliable) service. The discount had absolutely nothing to do with my dissatisfaction of service. I at first attributed the suddenly poor quality to the recent ice and snow we had received and thought perhaps some equipment had become damaged.Perhaps I will try TDS again in the future when my new current provider's promotional price lock runs out.Regards,
[redacted]