ComplaintsforTDS

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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,

***** ********
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.
The installation company for TDS damaged a sprinkler line in my yard last year when I wasnt running the sprinklers. This year we found the damage to the line when we turned on the water. The water from the line entered our basement and we had to have a remediation company come in and repair all the damage that was caused by the water. The company admitted fault for the damage to our water line and only reimbursed us for the fix of the line which was around $111. The total we had to pay out of pocket for the repairs to our basement was close to $6000. We appealed for the repair costs and they denied it.
Business response
11/01/2024
Our drop contractor, *********, investigated and concluded that they were not responsible for the basement water damage.
Initial Complaint
10/14/2024
Complaint Type:
Billing 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.
Service was disconnected due to non payment although a payment was made prior. I was transferred to multiple agents and online payment was confirmed by the financial team and transferred back to sales agent and was on hold for over an hour to be verified with sales agent and then told that my service would take 3 business days to return with it being late in the day. I was on hold for much of the afternoon cause if it to be later in the day. I have never had a huge issue with TDS/Telecom before this. I am now without internet despite a payment made and them not unable to see due to it taking 1-2 business days to process and payment made over the weekend. I requested to speak to a supervisor who did put in a request to expedite but could not guarantee. The supervisor and initial tech support was the most helpful and reassuring but otherwise experience could have been better especially when internet is needed to make calls in case of emergency. There is nothing when making a payment t does it state it take 1-2 business days to process or that a call needs to be made when a payment is made. Due to a fall break we were not at our residence and the only correspondence received via text or email was on a upcoming bill due on 11/6. Following talking to supervisor it was noted that for the service we are getting we appear to be overpaying as well and was instructed to reach back out to TDS once service was is reconnected for lower price and to return modem since we are using our own. I would be more understanding if the payment was not pulled out of my account and could still use but I am out of the amount and still without service.
Business response
10/23/2024
Ms. **** was disconnected for non pay, she received email bill notifications of past due amounts and also payment due date to avoid disconnection. Our online bill system did send an email confirmation that payment will process in 1 to 2 business days. Ms. **** service was restored on 10/15/24. We do offer autopay, which can be set up online. We are sorry for any inconvenience. Thank you
Initial Complaint
10/14/2024
Complaint Type:
Customer Service 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 cancelled service with TDS and am still receiving invoices. I have tried calling for a couple of weeks (since I continued receiving invoices). I finally reached someone today and they were not helpful with the process. I would like them to cancel this invoice / bill as I cancelled and no longer have the 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
Initial Complaint
10/10/2024
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.
I was a customer for almost 15 years. I was tired of the price hikes without added value. A competitor (not much better) was in the neighborhood and I decided to switch. I called TDS to cancel my service (since you cannot do it online). It took almost 45 minutes on the phone to cancel. I cancelled on August 14th, before they charged me for the next month (the cutoff is halfway through the month before they will automatically be charged for the next month with no prorated option). They charged me the next month anyway on my normal due date September 1st. I called again to ask why, "It is the standard procedure to make sure there aren't any adjustments needing to be made to your final billing". Annoying, but ok. I received a "credit refund statement" on September 11th via email, assuming it would get back into my account early October? I called again today, Oct. 10th, to ask where my refund was as it still didn't hit my account. They said the standard procedure is ***** (!!) days after I cancel it will get handed over to their 3rd party accounting firm. It will then take 7-10 business days for them to issue the refund via gift card? Apparently, there is nothing they could do. I spoke to a "supervisor" and it concluded with that.This is absolutely ridiculous! I should not need to lend a company my money for over 3 months for a service I no longer have! They should be punished for this type of misconduct!
Business response
10/23/2024
Charges for unreturned equipment (ex. Modem,cable-Tv box) may be applicable and are billed in arrears. It is TDS standard practice to issue a refund approximately 60 days after the disconnection to make sure all final charges have been billed. A refund of $98.94 has been processed for Mr. ****** on 10/10/24 and will be mailed to his address of record. We apologize for any inconvenience. Thank you
Initial Complaint
10/08/2024
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.
This company does not follow basic business operating practices. This company will throttle ones internet even when the bill is not due. This has happened since starting with them in May. Every month a week before the bill is due they will throttle your internet down to 0 so as to claim they did not turn it off but it is so slow it will not load. Now to give context. Any company that has essentially 1 star (lets be real it would be lower if possible) in every single city they operate in should be mandatory review and punishment. We are not the only ones having this issue every single city this company operates in the same problem with the same issues.
Business response
10/17/2024
Per the monthly billing statements that ********* has been receiving, there has been an unpaid past due balance monthly that resulted in an overdue account **********. Riffle did care for his overdue account balance on 10/08/2024 and TDS restored his internet service. We welcome him to contact TDS to set up auto pay or use our online billing system. We are sorry for any inconvenience. Thank you
Customer response
10/17/2024
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.

This is patiently false. Additionally this does not account for the fact that TDS throttles your internet before the due date of your bill. I am not the only customer who has this issue. Look at the reviews and those having problems with TDS. They have a 1 star in every city they operate in. At the time of making my complaint while I was writing it I was using my phone internet. The bill was not even due and yet they throttle your internet speed anyway. This is unacceptable and not ok and probably illegal.

Regards,

******* ******
Business response
10/25/2024
We issue monthly bills which reflect if there is a past due balance. Current charges may be paid by the due date indicated on the bill. Past due balances need to be paid as soon as possible to avoid delinquency so as to avoid late payment fees, delinquent notices,and potential suspension of service. At the top of the bill on the first page it shows prominently: Past Due Statement. The bills that included this message were: 7/20, 8/20, 9/20. Past due balances need to be paid promptly, or we will issue a delinquent notice. Notices were sent 7/26, 8/26, 9/26. If a customer does not respond to this notice with either a payment or to contact us to set up a Payment Agreement, it will result in a soft disconnectapproximately ***** days later. Disconnections are not done on holidays,weekends, Mondays or Fridays. The soft disconnection/suspension is accomplished by throttling speed significantly. Our records show that our Financial Services team also attempted to reach the customer to remind them that payment was past due on 9/5, 9/6, 10/7. Additionally, there is a bill message that states TDS understands that you're a busy person and that you value your time. That's why we offer several quick and easy options for paying your bill. Please visit our website at ********************************* to view the variety of payment options available including the ability to make online payments and schedule recurring payments from your checking account or credit card. We are sorry that Mr. ****** is dissatisfied. We highly recommend setting up automatic payments to avoid such situations.
Initial Complaint
10/07/2024
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.
I initiated canceling my phone service with the company ****** before my grace ****** was over. They told me to initiate the phone number porting with the new company, which I did with in 2days of their instructions. The new company had to wait for TDS to release the phone number. When the port didn't complete I went into the new company and was on the phone with them when they called TDS to inquire why it hadn't completed. TDS informed them it was release the week prior, which was still in the grace ******. TDS is now noting the date I was on the call and had the port completed was the day I canceled and that it was outside of my grace ******. They are attempting to charge me $492.26 in contract penalties when it was them who did not follow through on the final steps to port the phone number.
Business response
10/21/2024
Our Commercial Sales and Service representative ***** contacted Ms. ******** to inform that she had received approval to credit the $350.00 early termination charge for the service charges.The credit will appear on the upcoming November statement.
Initial Complaint
10/07/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In contacting TDS to change our TV service to include less stations, it was discovered that for the past year TDS had been double billing for part of the service resulting in an over charge of $717.00. This was then deemed a credit balance that would be debited to pay our service in the months forward. I contacted TDS to let them know that I wanted to be issued a check in the full amount of the credit balance. They indicated that I would have to wait 3-4 weeks for processing and payment. I believe that this is an unacceptable business practice for an error on their part. I have discussed this with TDS to no avail. I would like them to release my money sooner.
Business response
10/25/2024
TDS processed the refund in the amount of $665.73 and a check will be mailed to **************************** may contact Northlane at ************ to inquire on the status, the reference number is ****************. We apologize for any inconvenience. Thank you
Customer response
10/25/2024
[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
10/02/2024
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.
I mailed all the equipment I was advised to send back. Then I received a bill in the mail. I called and was told at first I didn't return some equipment i was told to throw away two tyears ago due to being out dated then they changed the story and said they didn't receive the equipment I just returned. Why would I not return equipment i can't use. I don't trust this company. ******* C
Business response
10/09/2024
On 8/2/24, when Ms. Cullom called TDS to disconnect service, she was advised that she had 3 pieces of TDS equipment to return. Per her complaint, she stated she returned what she was told to. TDS did not receive the T3260 modem back, but as a courtesy, we will remove those charges. The adjustment will be in the amount of $158.48. Ms. Cullom no longer has any balance. We apologize for the inconvenience. Thank you
Initial Complaint
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Although we have raised our service concerns several times a week, to the technical support line, since we became a customer several months ago. The local service team has never fixed the issue. Our signal drops intermittently many times per day, making it very difficult to work. Either they are unable to fix it or are unwilling to fix it. The problem with our internet service has persisted every single day of our tenure with TDS. The issue is known to be with the TDS field equipment. In addition, it has been proven by more than on service technician that the issue affects all the customers in our area of Hurricane, **. I really want the issue fixed and currently have no way to escalate the situation in a way that we can get a proper resolution.
Business response
10/17/2024
Our Field Service manager Ryan checked the modem metrics, and did not find any customer-impacting issues. Ryan learned that Mr. Sibley was using multiple routers. When the customer-owned equipment is bypassed, the service issue is alleviated. When the customer’s devices were reconnected, there were service drop-outs. Our network maintenance team balanced signals in the area that initially our technicians thought to be the cause of the issue. They are not detecting any customer-impacting issues for the serving area. Ryan asked Mr. Sibley to bypass his equipment again then run a traceroute to see which IP address may be dropping packets and report that to Ryan. We apologize for any inconvenience.
Customer response
10/18/2024
[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 22359156, and find that this resolution is satisfactory to me.

Regards,

Jamie Sibley

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