ComplaintsforTDS

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Initial Complaint
11/08/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Called TDS on 10/30 to have service cancelled effective 11/4. The *** assured me that they do not prorate, there will be no other bills and no credits. That service was canceled and that was the end of it. On 11/8 I receive a bill via email stating that a new bill was generated on 11/6 for the full amount of $77.18 and due on 12/1. Waiting 25 minutes and 3 transfers to speak to someone in the correct department they tell me that a new billing cycle was generated on 11/4 and I do have to pay one more bill. This would make no sense as the email attached shows that the bill was not generated until 11/6 and wouldn't even be for a full cycle if they want it paid on 12/1. I also was told that the initial *** who canceled my service accidentally dated it to end on 12/3. After 45 minutes on the phone and still no progress I'm now waiting for a "call review" to see if my story lines up with the recording. I will not be paying an entire other bill for an entire billing cycle I did not use. I'm 100% certain I will not receive any call back regarding the call review. I can't even view my online account anymore to see when the billing cycle actually is. And this entire company is shady, as per the 100s of reviews all saying the same thing online.
Business response
11/18/2024
On 11/11/24 Ms. ********** spoke with a **************** senior advisor who determined she did request to disconnect service on the last day of their bill cycle and not the first day. Due to this the senior advisor approved back-dating the bill and entered adjustments to correct this.
Customer response
11/18/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** **********
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I've been trying to call the number provide to cancel my account with them as our phone has not been working for the last 2 weeks. Even after I paid the full account balance and asked to have it removed. I am trying to confirm the service is ended.
Business response
10/30/2024
******************* was disconnected per her email to TDS on 10/29/24. She will receive her final statement by mail, as it is our policy to deactivate any online account once service is disconnected.We do apologize for any inconvenience. Thank you
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called to disconnect service and was told I had no account balance and no equipment to return that service would disconnect on 10/4 and nothing else needed taken care of. A week or two later I received a bill for equipment supposedly not returned and an account balance. I called on 10/14 and asked to speak to a manager who told me that the call would be reviewed and I would have a call back in less than a week. Today, TWO weeks later I called tds again. A manager named **** told me that in October 2022, their service tech swapped the modem (unbeknown to us) as we were having poor internet service and supposedly the tech incorrectly coded it in their system as owner owned equipment, they did review the call and said their agent told me incorrectly, but they are taking no fault for that and said I either need to produce the equipment or pay for it. I asked if I could then have back MY PERSONALLY OWNED modem that their tech swapped out- they dont know what happened to it and dont feel responsible for paying me - but I need to return theirs or pay??? I also asked about the supposed account balance, they say it is from July how would I have paid for August and ***************** online and it not applied to July, it doesnt even make sense I asked to be sent to the online pay to pay the balance and got an error message. My account has been deactivated online so I can not pay that way this company is ripping people off!!I need me personal modem returned, replaced or paid for if I have to return their equipment THAT I NEVER SIGNED ANY AGREEMENT ACKNOWLEDGING HAVING, RENTING, OR STATING I WOULD RETURN.
Business response
11/04/2024
TDS has adjusted $150.00 from final account balance; Ms. **** will see this reflected on her future statement. We apologize for the inconvenience. Thank you.
Customer response
11/04/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
So long as the account is credited $150 as stated, I am satisfied with this resolution and will pay the remaining balance.

Regards,

******* ****
Initial Complaint
10/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ceased business with TDS yet they appear to not have closed my account when they said they did because they billed me to two months after the account was closed. I requested itemized statements from from April to August of 2024, yet they refuse to send statements to defend their charge and they continue to send a single statement dated August 2024 which is TWO MONTHS AFTER THE ACCOUNT WAS CLOSED IN JUNE 2024. I wrote TDS and asked them to stop billing harassment. I wrote them to again request itemized monthly statement but they dont respond a d meep sending the same August 2024 alleged bill. Then they contacted a collection office that is not federally registered but is merely a lap-dog TDS affiliate.This is a simple matter. I have an excellent credit rating and I pay bills on time. Can you help by asking TDS to send itemized billing charges to substantiate their collection claim? It seems to me that they are trying to extort two extra months of payments after I cancelled service and disconnected their devises while waiting for then parts box they agreed to send. TDS is a gosh awful company. It is impossible to speak to a human being, they to not staff their chat lines and they ignore repeated requests for itemized billing - because they are trying to extort two months of payments after services were cancelled on their end at my request - and were NOT FUNCTIONAL. I could not used my TDS phone line or TDS television service because the terminated service when I asked, yet they want to be paid for two months when it was impossible to use their connections!!Simple said: they terminated service at the date I requested yet they are billing me for two months after the services were terminated!
Business response
10/29/2024
Our supervisor tried to reach out to ************** concerning his compliant, a voice mail was left. On January 18, 2024, Mr. *********** disconnected his telephone service and kept our Data only, resulting in a new account number. He made a payment in March of $101.14 that was refunded to him on 5/1/24 due to the account was closed, he paid using his old phone number. He also attempted to make an electronic payment in the amount of $335.25 on 6/4/24 which was rejected by the bank due to incorrect account number. We reached out to Mr. *********** on 6/17 and left a voice message that the payment was rejected due to incorrect account number, we suggested he update his account number on their bill payment and submit a new payment. To date, no payments have been made on his Data only account under the account # **********************, the balance is due and payable in the amount of $361.84. We are sorry for any inconvenience. Thank you
Customer response
10/31/2024
> It appears that my account has been closed. I cannot log in to see
> your last message. But the issue has been resolved thanks to you.

***** ***********
Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 9/18/2021 I paid a deposit at the fair for service that was soon to be coming to my area. It is now over 3 years later, they are still not in my area. Every call I make they say they are sending to the back office and I will be contacted. Last call I spoke with ******* (very rude) three weeks ago and still no call back. I want my money back, I want interest and an apology - I will never do business with this company.
Business response
11/05/2024
TDS has requested a refund in the amount of $25.00 for Ms. ******* pre-registration fee. Her order was canceled on 1/11/2023 but not refunded. We do apologize for any inconvenience. Ms. ****** can expect a refund by mail. Thank you
Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 4, 2024, I contacted TDS to disconnect service and return my equipment. I spoke with and agent who cancelled service and sent a box to return my equipment. I received the box a week or so later and returned the equipment promptly afterward. I then received a bill for a full month of service from 9/22 to 10/21 which I had previously arranged on 9/24 to have auto paid on 10/11. It seems TDS cancelled my account and sent me a physical bill to pay. I called to discuss the bill today (10/24) and asked for them to prorate it to the 13 days of use before cancellation. They told me they charge a non-prorated amount and I have to pay the entire month. I was never notified of this unfair and seemingly illegal practice. When I spoke with TDS today (transferred seven times), I offered to pay half of the bill for the time used. They refused so I asked the manager to dispute the bill.
Business response
10/29/2024
Our services are provided and billed as a monthly subscription. Customers who cancel midway in the subscription month are responsible for the full subscription month. It is the customers choice to cancel before the end of the subscription month and not use the full month that we offered. This policy is alignment with the communications industry. Our Terms of Service state "5.5 Subject to any restrictions under applicable law, you shall be responsible for the full monthly charges (without pro-ration) for those Services you subscribe to on a monthly basis, even if you terminate such monthly Services before the end of the respective subscription month. Notwithstanding the foregoing, pro-ration of monthly charges shall be permitted with regard to: (a) any active military persons who need to disconnect because of a deployment; and (b) TV and data equipment leased from TDS." Additionally, our statements provide this information: "Monthly Charges lists account activity for the billing period including products/services received and associated fees. Dates indicate the time period to which charges apply. Most service is subscription-based, which means refunds or credits do not apply if you cancel before the end of your billing period." We apologize for any inconvenience. Thank you
Customer response
10/29/2024
Better Business Bureau:

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.

TDS has falsely claimed their policy to charge for a full month is within "industry standards". This is not true. In fact, just last year, a class action law suit was filed against Charter Communications for this same practice. The question is not whether they believe they acted as other companies may have, but the fact that TDS is illegally charging customers for ******************** they do not receive. As they noted, they claim their Internet connection is a "service subscription". This is not true. If it was a service, then they should also reimburse me for the substandard service they provided. Per their description, I subscribed for 1gbps service but NEVER received even close to this service. And the failure of their "service" was reported to them and never changed. In closing, I am not asking for them to forgive the entire bill, I am only asking for them to adjust the bill for the days service was actually provided. This is a fair request.

Regards,

******** *******
Business response
11/07/2024
Our bills reflect the dates of service covered with each statement and as previously explained there is a monthly bill message that explains the billing policy. Other communication providers such as ********, AT&T, *******, ***********, ***********, **********,wireless carriers, cable/satellite companies have the same billing policy as shown in their Terms of Services. Specifically, Spectrum Terms of Service as found on their website states: b. Monthly Subscription Services: Subject to restrictions under applicable law, if any, and without abrogating Section 5 -"Spectrum Refund Policy/30-Day Guarantee", Subscriber shall be responsible for the full monthly charge (without pro-ration) for those Services that are offered on a monthly subscription basis to which the Subscriber has subscribed, regardless of Subscriber's termination of such monthly Service prior to the conclusion of the current monthly subscription service period, and for charges for per program, .

In review of trouble reports over the past two years, there were no reports of internet service issues apart from an area outage on 3/30/24 due to a fiber cable cut. Furthermore, our records show that the customer was using his own modem, which capabilities and performance are unknown to us. Customers may use their own modem/router, but we cannot support it should there be trouble with it. We fully warrantee and support our leased equipment, which has been performance tested. I am sorry ********** is dissatisfied and that there has been this misunderstanding.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I canceled my internet service early in the billing cycle but was billed for the entire billing cycling. I called to get proration refund. I was told I accepted the terms and conditions and that I had to pay even though I didn't have internet service.
Business response
10/23/2024
Our services are provided and billed as a monthly subscription.Customers who cancel midway in the subscription month are responsible for the full subscription month. It is the customers choice to cancel before the end of the subscription month and not use the full month that we offered. This policy is alignment with the communications industry. Our Terms of Service state "5.5 Subject to any restrictions under applicable law, you shall be responsible for the full monthly charges (without pro-ration) for those Services you subscribe to on a monthly basis, even if you terminate such monthly Services before the end of the respective subscription month.Notwithstanding the foregoing, pro-ration of monthly charges shall be permitted with regard to: (a) any active military persons who need to disconnect because of a deployment; and (b) TV and data equipment leased from TDS."Additionally, our statements provide this information: "Monthly Charges lists account activity for the billing period including products/services received and associated fees. Dates indicate the time period to which charges apply. Most service is subscription-based, which means refunds or credits do not apply if you cancel before the end of your billing period." We apologize for any inconvenience. Thank you
Customer response
10/28/2024
Better Business Bureau:

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.
Forcing customers to pay for ******************** not rendered is predatory in nature and goes against fair business practices. It also appears that TDS is retaliating against me. I just received a mail notice that my bill is due earlier that the previous final bill notice shown in my earlier mailing. This business has decided that threatening me with collections is the best path forward rather than doing what is right and correcting my bill. I feel bad for all the other marginalized customers that don't have a social medial following to shine light on this.
I have attached the bills that TDS is escalating with.

Regards,

****** ******
Business response
11/07/2024
Our bills reflect the dates of service covered with each statement and as previously explained there is a monthly bill message that explains the billing policy. Other communication providers such as ********, AT&T, ***********, ***********, **********,wireless carriers, cable/satellite companies have the same billing policy as shown in their Terms of Services. We completed a call review from when ********* placed his order to disconnect on 8/29/24. Mr. ****** was advised correctly that the monthly service charges would not be back-dated. The August 22nd bill amount was originally due on 9/7/24. This is the final balance amount duethere were no further or new charges on subsequent statements. We issued a past due bill statement on 9/22/24, which had a 10/8/24 due date. It was a poor timing issue that we sent the Final Collection notice and another past due bill statement both on 10/22/24. There was no retaliatory intention as these processes are largely automated. I apologize for any inconvenience.
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So I'm complaining because the prices are always changing without notifications that it is im ****** because im having to pay 76. 36 for 200 mbps which is impossible and stupid when you are asking 54 DOLLARS FOR 1 GIG SOMETHING NEEDS TO CHANGE OR IM LEAVING I WAS SET UP FOR PRICE FOR LIFE AND YOU REFUSED TO HONOR IT. I could call a lawyer if needed. But I'm extremely disappointed in this service since I first purchased 5 years ago when it took months of calling every day to get someone to do THEIR OWN JOB and ***** A FRICKEN LINE it took 6 MONTHS TO BE EXACT NOW THIS C*** IM you guys are extremely lucky we even have business with you we are really considering changing to xfinity if this doesn't change by December I know it's 200mbps because it's slow and doesn't load much and crashes our only tv i will only pay was was agreed for 200 mbps which is ***** and don't try to fake the last payment I have physical proof that I paid *****
Business response
10/29/2024
Ms. **** is receiving our TDS Connect 200MB plan,which is a low-cost option, since 5/4/24. She recently was a part of the Affordable Connectivity Program until the program ended on 5/3/24. Her current bill with TDS is past due of ***** plus late fees and taxes, her current charges are ***** which makes her bill amount $76.36. We do offer auto pay as a convenience for our customers. We also have faster speeds available. We would welcome Ms. **** to call in to review other options. We also offer 24/7 technical support if Ms. **** feels that her speeds are slow. She can contact our tech by calling ************. We apologize for any inconvenience. Thank you
Initial Complaint
10/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I began internet service with TDS in November of 2019. From the onset of my service, I have been charged a monthly fee of $12 for a wireless router that I was never issued by TDS. I have used my own Linksys wireless router from day 1 of service. The billing is misleading as the fee is listed as Wireless Modem. I was under the impression this was the ONT box that is hard wired to the fiber internet which was issued by TDS. The fee is actually for a wireless router.After multiple calls trying to understand what equipment I had and how it was billed, I was finally told that I should not have been billed for this $12 since I used my own router to connect wirelessly to the internet. I called to speak to the billing department to ask for a credit for these erroneous charges. The representative offered me a 3 month credit amounting to $36. She then placed me on hold to ask a supervisor if I could receive more of a refund and it was increased to $50. I find this unacceptable since over the course of 4 years I have been charged for equipment that I've never had in my possession. I have paid TDS $576 for this equipment fee in error of which I have only recouped $50.
Business response
10/23/2024
Ms. ******* has received promotional discounts from TDS and also we have offered and added courtesy credit discounts for her service. We just approved and added our new 1Gig Price for Life promotion to her account. Per our Terms of Service: 4.11. Billing Errors If you believe TDS has made a billing error, you should contact TDS immediately at the phone number provided on your monthly statement.TDS Long Distance customers must report billing errors within 3 months of the date of the applicable invoice and all other customers must report billing errors within 60 days of the invoice or transaction date; otherwise, refunds,credits or adjustments may not be given. Ms. ******* was given an additional discount for the modem that will reflect on her bill dated 11/01/2024. We apologize for any inconvenience. Thank you
Customer response
10/27/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I would recommend updating your policy as it is poor customer service to not refund erroneous charges to a customer in the full amount (in my case hundreds of dollars).

Regards,

******** *******
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In April 2024 I cancelled my TDS internet subscription due to moving. I was informed a box would be mailed to me to sent back the equipment. The box was never received so I called customer service multiple times requesting a new one be sent. I have also gone in store to the TDS location near me multiple times, and was told they cannot accept the equipment in store and instead would send another box. During this time I continued to receive notices of an unpaid equipment balance for the equipment I could not return. As of October 2024, I have not received any boxes and there is a debt collection calling for the unpaid balance due to TDS for the equipment I am unable to return.
Business response
10/18/2024
We have sent a new modem return box to *********** at his address listed on his complaint. The box will be delivered by *** and left if no one is home. Inside the box will be a return label, including a return tracking code. This box was shipped out on 10/17 and should be 7 to 10 business days for arrival, we ask Mr. ******** if he does not receive the new box, please contact TDS at ************. We apologize for the inconvenience. Thank you
Customer response
10/18/2024
Better Business Bureau:

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.

[Please type your response here.]

Regards,

***** ********

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