TDS

[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 had made several complaints to TDS regarding the problem of adchoices constantly popping up with repetitive content that took over my screen and am sorry that the only action they took was after I made a complaint to the Revdex.com.  The customer service reps were nice but told me there was nothing that could be done about it.  Perhaps they were unaware of how to solve the problem.
Regards,
[redacted]

Response to
file# [redacted].
 
On 9/23/16
the TDS technician completed repairs. On 9/26/16 and 9/27/16 our senior repair
advisor left messages for the customer to confirm that service was no longer
dropping. Mr. [redacted] did not return the call and has not reported any...

further
trouble at this time. As there had been repeat trouble reports, we have added a
one-month DSL courtesy credit of $29.95. We apologize for the inconvenience.
Additionally, DSL is a distance sensitive technology. TDS advertises that DSL
speeds and availability vary. Speed plans are ‘up to’. Mr. [redacted] home is
too distant from the serving equipment to receive faster DSL speeds. He may
reduce the speed plan or cancel DSL without penalty.
 
Thank you.

Response to file #[redacted].
 
We have no record that Mr.
Johnson contacted TDS on 10/31/16 nor did we receive any order for number
porting. On 11/18/16 Comcast submitted a porting order to TDS for a due date of
11/28/16. TDS confirmed the due date with Comcast. Comcast did not...

activate on
the due date. TDS waited a week to see if Comcast would request a new due date
or simply activate the number before cancelling the order. On 12/8/16 Comcast
sent a new order to port the customer’s number requesting a due date of
12/9/16. TDS confirmed the due date with Comcast. Comcast did not activate the
number. TDS waited for Comcast to update their due date or activate the number,
which they did not, so TDS cancelled the order. Comcast should have
communicated a new due date or send a cancellation request if they were not
going to port the number; however, they did not do so. Comcast never ported the
number despite asking twice to do so. Normally when a porting order comes in,
the new service provider ports the number, and then the old service provider
disconnects service. This is the industry standard. It is not necessary for the
customer to call to cancel service with the old service provider when the new
service provider has placed the porting order. If the customer was not porting
his number, then the customer would be responsible for contacting the old
service provider to place a disconnection order. If a customer wants to port
the number and asks the old service provider to disconnect, then the number is
no longer portable as only active numbers are portable.
 
On 11/28/16 [redacted]
contacted TDS about cancelling service; our advisor explained that we had just
received Comcast’s porting order and that once Comcast has ported the number,
then we would disconnect the service. Comcast did not port the number. On
12/8/16 [redacted] contacted TDS stating that he had been with Comcast since
the prior week. As the number had not been ported, we advised [redacted] that
he should contact Comcast to have them resubmit the porting order. Comcast did
submit the order on 12/8/16; however, they did not follow through to actually
port the number. On 1/18/17 [redacted] contacted TDS about still receiving a
bill. [redacted] then asked that service be disconnected without porting the
number. We advised [redacted] to contact Comcast about getting reimbursed for
the bill amount since they had miscommunicated multiple times about porting his
number and they caused this billing issue.
 
The final balance recently
was referred to collections. Though Comcast is responsible for causing this
confusion, to settle the matter we are willing to meet half way (or slightly
more than half way in this case). We have provided an adjustment for the
December bill amount and the January charges as adjusted from the February
invoice for the disconnection, a credit of $209.90. [redacted] may contact the HE Stark Collection
Agency at 1-877-274-7764
regarding the remaining balance.
 
Thank you.

Follow up:
 
Our switch records confirm
that our Repair advisor called the correct contact number 804-475-9095. She
also tried the account number 804-561-0967. On 9/26/17 Mr. [redacted] placed a
disconnection order. There are no cancellation charges. As the service is no
longer active, our Repair team cannot help with troubleshooting the customer’s
connection. I am sorry that we cannot meet Mr. [redacted]’s expectation for
service at this time.

[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]

Response to file# [redacted]
 
Our records show that Ms. [redacted] called TDS on 4/9/15 to dispute charges indicating that they requested the service disconnected in October 2012. Ms. [redacted] was referred to TDS Sales account manager [redacted]. A few weeks later, [redacted] spoke to the...

customer ([redacted]) who asked to disconnect four numbers and she too asked for a credit back to October 2012. [redacted] pointed out that the service has been billing for over two years and that had there been a billing error, they should have contacted us right away. [redacted] asked for proof that the customer had requested disconnection previously. [redacted] stated that she would ask Renee. A few weeks later, [redacted] spoke with Ms. [redacted]. Ms. [redacted] indicated she could not find any documentation of their request in 2012.
 
The customer is responsible for billing charges and notifying TDS of any dispute within a couple months of billing. TDS’ Terms of Service state:
 
2.6. You must contact TDS at the phone number provided on your monthly statement within 60 days of the invoice or transaction date of any charge if You believe TDS has made a billing error. Refunds, credits or adjustments may not be given for any charges which are more than 60 days old. [Note, TDSLD customers must provide such notice within 3 months of the date of the applicable invoice.]
 
[redacted] has placed disconnection orders for the 4 numbers. We will credit back to 4/9/15, which is when we received the disconnection request. There are three other numbers on the account still active. [redacted] indicated she would inquire with the customer whether they wanted to disconnect those numbers as well. 
 
For any questions, Ms. [redacted] may contact [redacted] at [redacted].[redacted] or her manager Stephanie Clay at [redacted]
 
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.
The option to not have the telephone bundle plan was not made brought to my attention. If it were, I would have never went with that bundle. The 804-240-2381 is my number, I have no idea who [redacted] is. I can also be reached at [redacted]. When I looked at my bill I made the full payment for the last month. My daughter needs this resource for school, and I have made many attempts in the past to have this resolved. This has been a heavy weight on my shoulders, especially already having to pay close to $300 to have my service reconnected. I do not understand why my service was terminated because of a partial payment on the month before last, but a full payment was made for last month.
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.
The response of a “billing true-up” means what?  Does this mean everyone with DSL gets the extra charge or do just selected customers?  If only selected customers are charged extra, that is not right.  I need a better explanation before I can accept their offer.
Regards,
[redacted]

Response
to file #[redacted].
 
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
incurred. Additionally, there may be charges for unreturned equipment (ex.
modem) if applicable that...

are also billed in arrears. It is TDS' standard
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 issued. The final
bill was issued on 8/1/17, which reflected a credit balance. Just short of
60-days later, the account was inactivated and the refund processed. The refund
check was mailed on 10/5/17. 
 
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]Due to having to pay the past due amount with the amount for his bill it is likely he will occur a late fee as my money has been extremely tight due to medical issues.  No fraud was ever intended.  Had I known this would have caused a problem I would have attempted to resolve this well before instead of David getting threats to have his account ruined. His bill was paid today, which is late.   I know he wants any late fees removed due to this extreme act by your company.  If that is not possible through this form of communication I'm sure he will be calling.  Only reason he hasn't yet is because I had opened this line of communication after the phone reps were snotty, giggling about the matter etc. and can't seem to get anything right on the phone.  (Not removing services as requested, not spelling names right when they have verified it back, giving false information)

Response to file# [redacted].
 
I completed a thorough trouble ticket review. Most of the
trouble reports were resolved with standard troubleshooting and TDS worked
diligently to isolate where the trouble existed, which on some occasions turned
out to be the customer’s computer...

equipment and the customer’s inside wiring.
 
Trouble history as follows:
 
On 6/21/12 the customer reported internet
service trouble. TDS Repair had the customer reset the backup battery, which
restored service.On 3/6/13 the customer asked for an email
password reset. On 5/29/14 the customer reported trouble with
the router. Mrs. [redacted] indicated she would buy a new modem/router and call
back if further trouble.On 8/2/14 the customer reported internet
trouble. TDS Repair had the customer reset the modem to restore service. On 8/4/14 the customer reported internet
trouble. The TDS technician could connect from the jack but not with the
customer’s modem. He provided a replacement modem. He also found that the
customer’s computer NIC card wasn’t working properly.On 9/10/14 the customer reported internet
trouble. A reset of the optical network terminal resolved the issue.On 6/1/15 the customer contacted Repair claiming
service had been out for 3-4 days and requesting credit. There was no trouble
report and the customer indicated that they would cancel service if he did not
get a month’s credit. The customer was transferred to Customer Sales &
Service who provided a courtesy credit. On 8/15/15 the customer reported slow internet
speeds. The slow speed issue was related to a network capacity issue which was
being worked on by TDS Engineering (see details below).On 9/1/15 the customer reported slow internet
speeds. TDS Repair provided an update about the engineering project.On 9/15/15 the customer reported internet
service trouble. TDS Repair provided troubleshooting. Two devices were working,
but not the desktop computer. The customer was referred to the computer
manufacturer. On 9/17/16 the customer reported internet
service trouble. The TDS technician was dispatched and found the gate locked
and could not test at the optical network terminal. On 9/22/15 the customer reported internet
service trouble. TDS Repair provided troubleshooting, which did not resolve the
trouble. The customer indicated that they would call back to set up an appointment
for a TDS technician in-home test. No appointment was made and no further
troubles were reported for over 6-months. On 4/2/16 the customer reported internet service
trouble. The TDS technician was dispatched to test. The customer was not home
and the technician verified working service at the optical network terminal. On 4/24/16 the customer reported internet
trouble. The TDS technician was dispatched to test and no one was at home. He
verified service was working at the optical network terminal and noted that an
appointment would be needed to look at the inside wiring and the modem. On 5/10/16 the customer reported internet
trouble. The TDS technician found service working upon arrival and as a
precaution replaced the optical network terminal. On 5/15/16 the customer reported internet
service trouble and arranged an inside access appointment. The TDS technician
found that mice had chewed into the customer’s inside wiring line. Though the
customer does not subscribe to TDS’ inside wiring maintenance plan, the
technician re-spliced the damaged wire. He did not charge the customer for the
inside wiring work though a charge would be applicable. On 5/27/16 the customer contacted TDS Repair on
5/27/16 after a storm. A power reset of the optical network terminal restored
service.
 
Our records show that we can offer internet plans of up to
50MB in the [redacted]’ immediate service area. An engineering project was
completed in August/September 2015 to address a network choke point issue. Due
to extreme high demand on the local area’s transport network, customers may
have experienced slower than normal speeds especially noticeable during the
peak hours of usage. I apologize for the inconvenience. Any customer who wished
to reduce their internet service plan or cancel could do so with no penalty.
Mr. [redacted] did reduce his internet plan and TDS provided a credit for the
difference of the two plans. TDS has made many network improvements over the
years in the Cyril and Elgin serving areas. TDS Engineering upgraded the Elgin
backhaul to the 10G network earlier in 2015. 75% of DSL capable addresses in
Elgin can subscribe to our Turbo plan of up to 15MB; and 40% can subscribe to a
DSL plan of 25MB or more. DSL is a distance sensitive technology and TDS advertises
that DSL speeds and availability vary.
 
On 6/14/16 TDS issued a past due/collection notice. On
6/20/16 Mr. [redacted] called TDS and stated he would not pay the balance due to
past internet issues. We offered a final courtesy credit of $168.00 though a
courtesy credit of $88.00 had also been given. A Payment Extension was arranged
to avoid service suspension. No payment was made and on 7/20/16 service was
suspended for non-payment. Mr. [redacted] indicated he did not want to pay due to
past service issues and wanted his entire balance cleared out. TDS declined as
a significant courtesy credit had already been given ($88 + $168 = $256). Mr.
[redacted] hung up when our supervisor advised him that no further credit would be
given. On 7/21/16 Mrs. [redacted] called TDS to make payment to restore service.
 
Our records show that we have provided courtesy credits for
the customer’s dissatisfaction since July 2015 a total of $457.00. I am sorry ,
but no further credit is applicable.
 
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 11975977, and find that this resolution is satisfactory to me. 
Regards,
Randall R[redacted]

Response to file# [redacted].
 
TDS does not advertise that we offer services in all areas. We do cover several communities in Lake County. On the website, we advertise “Not all products & services may be available in all market areas.”
 
The TDS Sales account manager assigned to Ash...

Pallet, [redacted], has been in communication with the customer multiple times via email and by phone. She offered the available options. The customer needs to provide direction of what they would like done:
 
1.       port out their numbers to another service provider (which would cancel service with TDS),
2.       cancel service with TDS if no porting is desired,
3.       set up Remote Call Forwarding of existing numbers with TDS.
 
At this time, TDS is forwarding calls at no additional cost.
 
The terms of the contract are in effect and Linda has provided the customer with a copy of the contract and estimated the contract termination fee. [redacted] has communicated multiple times with [redacted] about the options. Mr. [redacted] may contact Linda at [redacted] or via email [redacted] to discuss further.
 
Thank you.

Response to file# [redacted].
There is some conflicting information that has caused us some concern. In February, our notes indicate that Ms. [redacted] contacted TDS to set up service and explained that [redacted] was her uncle. She sent us a copy of her ID at that time and we declined to offer her...

service due to past debt. Ms. [redacted] may pay the uncle’s collection balance ($409); I apologize if it was communicated that she could not. The uncle’s account has been referred to a collection agency: the HE Stark Collection Agency 1-877-274-7764. The uncle’s account was disconnected for non-payment in April. The landlord’s note that Ms. [redacted] sent to TDS indicates that Ms. [redacted] was in residence at least as of February. Additionally, Ms. [redacted]’s ID that she sent to TDS in February and issued in October 2014 has the 163 Clydes Hollow Rd address (the uncle’s address and the address which Ms. [redacted] requests service). The ID Ms. [redacted] sent more recently has a different address and was issued in 2013. This appears to be an old ID and not her current one. At this time we will not offer any non-basic services such as internet. We can offer basic local telephone only until this past account issue has been resolved.
Furthermore, I notice that Ms. [redacted] has two past accounts with TDS that went to collections (606-374-4480 and 606-374-5474). These accounts are old debts that were a part of a ‘debt sale’ and thus would not affect the current request for service due to age.
Thank you.

Response to file# [redacted]
*
There were no violations or errors with following the Number Portability rules. Comcast sent their first number porting order on 12/8/15 and the order was rejected due to an error with the name. If Comcast believed this rejection to be invalid they had immediate...

recourse to contact TDS about this. All of our order communications received from carriers get an auto-response which includes our Carrier Services phone number. Our contact and escalation contact information is also available on our website.
It is the industry standard practice to request a Customer Service Record (“CSR”) in advance of a porting request so as to obtain the correct account information (including Name, Address, Telephone Numbers) so as to build an accurate order request. Comcast requested a “CSR” on 12/8/15 following the rejection for the name error. TDS did provide the CSR on 12/8/15. Comcast waited 6-days to send another order. Unfortunately, Comcast still made an error with the name when they sent their second number porting order on 12/14/15. This time, Comcast then immediately resent the order on 12/14/15 with the correction. We provided order confirmation for their requested due date of 12/18/15.
On 12/18/15 Comcast ported the three numbers requested: [redacted]. This is confirmed in the national porting database. If Comcast did not activate those numbers for the customer on 12/18/15, then there was an issue with Comcast’s dispatch or other provisioning department.
At most, the delay with the invalid name was no more than 8-days. It could have been resolved more quickly than 8-days if Comcast had resent their correction more timely. The initial requested due date from Comcast was for 12/10/15. For the weeks prior to this that Ms. [redacted] indicates were a delay on behalf of TDS, we have no record of a porting request made prior to 12/8/15. All of our order communications are retained in an Oracle database. Following the conclusion of the contract term on 11/11/15, the rates were put on a month-to-month term rate. This change is reflected on the current bill. The billing charges appear to be accurate and if any question remains about the contract terms, number porting, or other, Ms. [redacted] may contact TDS at [redacted].
Thank you.

Response to file# 11844541.
 
TDS advertises that DSL speeds and availability vary.
Speed plans are “up to” and not guaranteed. When we became aware of the network
capacity situation in Ms. [redacted] serving area due to excessive high demand,
we limited our sales to our lowest DSL...

tier, DSL “Lite” (up to 1MB).
Additionally, earlier this year we notified our existing DSL customers in that
serving area of the issue and offered the option to change their DSL plan or
cancel without penalty. We partner with DISH Network and can offer their
dishNet satellite internet as an alternative. Other alternatives could include
Exede, other satellite or wireless providers. While we do not currently have an
engineering project to upgrade DSL facilities in Ms. [redacted] rural serving
area, there may be Federal funding that may allow for this in the future. I
apologize that we cannot meet Ms. [redacted] expectation for service at this
time.
 
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 stated I declined to give them a forwarding address, which in part was true, I told them I was retiring and living in a RV and had no forwarding address. The address I am using at present is my sisters address, but will not be there after the beginning of Sept. If refund is not received before my departure it is uncertain when I will be able to receive this refund, and if they put a deadline on cashing the refund which is customary, I will likely loose the money they owe me.
[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]
 
Ms. [redacted] had cancelled service with TDS, but asked to establish an email-only account. This was unfortunate timing as we also were migrating to a new email platform and the old email account (and its history) was removed and the new email box created...

without migrating the history. TDS Repair was able to restore the email history and followed up with Ms. Norman about it on 12/5/14. She confirmed that she got back her contacts and old emails. We apologize for the inconvenience. A courtesy credit for $25.00 was added to her account.
 
Thank you.

Follow up # 2
There is no new information nor any misunderstanding about Ms. [redacted]’s dispute. As previously explained, Ms. [redacted] must contact TDS Sales to make any changes to her account including cancellation of services. This cannot be done through this forum. Contract terms and service options must be worked out with the Sales team. A quote is not a contract. [redacted] has affirmed that she did not provide a quote for $100.00 for the ManagedIP Hosted plan. She has in retention the email correspondence with Ms. [redacted] that explains the service options and pricing. There may have been initially a misunderstanding about the changes to the discounts currently received with the internet bundle, but [redacted] made sure to correct that information for Ms. [redacted]. We have accommodated for internet service and have offered options.
To reiterate, Ms. [redacted] must work with the Sales team:  ?[redacted] Radcliffe at [redacted]
The Sales team is responsible for any potential adjustment to the contract or any other considerations for the service plan in effect by contract terms.
Again, I am sorry that Ms. [redacted] is dissatisfied.

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.you will see the attached email response from [redacted] acknowledging she quoted a lower amount.  I reject their stance that a quote is not a contract.  I should be able to dint act my provider and receive correct information regarding something as important as plan change charges.  It was this information that lead to my decision to sign the contract with another provider.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]