Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was double charged for the month of October due to a mistake on TDS' end. I had paid my entire October bill as scheduled. Then, a week into October, I had internet issues. TDS' resolution was for me to 'upgrade' my plan to 37 MBPS (from 25 MBPS). This 'upgrade' was to bring my bill down from $75 per month to $60 per month. Again, I had already paid for the month of October, but I wrote off that cost. Come to find out, they don't offer 37 ************ at my address; I have no idea how they even offered it to me. I filed a complaint directly with *** about that inaccuracy. My November bill is $76 (more than my bill was before). I reached out to *** and their conclusion was that I was 'partial billed' for the month of October, along with my normal November charge. Should be an easy fix, right? Remove the partial billing from October, generate a new bill for November for the correct amount before I pay it? No, it took me an hour on the phone for anyone to even understand my issue. Once they did, their resolution was for me to PAY the full amount of the bill, for November and the partial month of October. Then on my next bill, in a month, I'd be credited for any overpayments. My answer was a resounding NO, I will not pay more than I owe (I have ongoing issues with TDS). The answer they gave is I can either pay the bill, or not. It's my bill and up to me. After a lot of back and forth, they did apply a late fee waiver so when I do pay a partial amount, I won't be charged a late fee. My main issue is I have no documentation reflecting the empty promises they made. I asked for them to send me an email laying out what they told me in the phone call, but their answer was 'that's not possible'. So I seemingly have the issue resolved (based on the phone call), but I don't have any documentation, including an updated bill which won't be generated for another month. They are constantly providing inaccurate information over the phone, and they need to be held accountable!

  Business Response

  Date: 11/11/2025

   Ms. **** did make some changes to her account on 10/08/2025. Her bill dated 10/01/2025 does bill her from 10/01 through 10/31, when she called in to make changes, her bill dated 11/01 does reflect the date of the change and credits for the previous months billing. On page 2 of her November 1 bill, Ms. **** is issued credit from 10/08 through 10/31 and she was charged the new rate from 10/08 through 10/31. Any time changes are made to the products for TDS, the customer is billed one month in advance. On the 11/01 billing, Ms. **** is also billed the month in advance for her normal November charges. There was an error on the bill, she was charged $19.95 for shipping out a new modem, that was not shipped so we did give a one time credit of $19.95 that will reflect on her bill dated 12/01/2025. Ms. ***** address was too far out to offer her a faster speed, but she did upgrade to one of our new plans including unlimited long distance. Her new monthly recurring charges are $57.98 plus her state and local taxes. This pricing is through 2/01/2026 as Ms. **** is also getting a courtesy credit applied to her billing, ending on 2/01/2026. We do apologize for any misunderstanding. Thank you

  Customer Answer

  Date: 11/11/2025

  Complaint: 24104006

  
  

  I am rejecting this response because it does not adequately address my complaint. The main concern is it does not acknowledge the hassle to get the mistakes fixed. It being "on the December 1st bill" does me no good at this point, because I don't have access to the November bill.

  
  

  As the initial request stated, my desired resolution is greater staff training and providing supporting documentation when requested (ex. an email summary of the phone call). 

  
  

  Their response does nothing but confirm that I had billing issues, that were resolved (after much hassle). Additionally, the response stated they are unable to offer faster speends at my address. Understood - I can accept the speeds I have. That being said, they DID offer me faster speeds, even though my address doesn't qualify. This again points to the need of better staff training.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for TDS telecom internet and was promised a 50Meg connection. Apon installation the best the tech could do was a 5Meg connection and informed me the lines would be upgrade "some day" so 10x slower but no change in pricing. I lived with it as long as i had to and switched providers the second i was able to find one who offered better speeds. After cancelling my account, it took months for TDS to send a box to return the router. Now i'm receiving emails from a collection agency about this TDS account and they are demanding over 300 dollars.

  Business Response

  Date: 01/05/2023

  Response to file# ********.
  
  On 8/25/21 when **************** placed an order for service, it was initially for an up-to 50MB connection, which appears to be a mistake on behalf of our Sales team. ************** later determined that only an up-to 5MB connection was available due to distance from the service equipment. DSL is a distance sensitive technology. On 7/16/22 we issued a disconnection notice. As no payment was made, service was suspended on 8/1/22 and then permanently disconnected on 8/11/22. Our records show that the return box for the modem was delivered by *** on 8/23/22. We issued a final collection notice on 10/18/22. There was a charge for un-returned equipment. If **************** has returned the equipment,then we can adjust the balance accordingly. **************** may contact ******************************** at ************** regarding any dispute of the account balance or to make payment arrangement.
  
  Thank you.

  Customer Answer

  Date: 01/09/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [My wife called and cancelled the service it was not disconnected for lack of payment and yes the Router has been sent back many months ago, also how can this business offer something like a 50Meg line when they know it is dependent on how far the run is? That is a bait and switch, you offer X without knowing if you can even provide X]
  
  Regards,
  
  *********************