ComplaintsforTDS

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled service with TDS. I sent their equipment back in their prepackaged box through **** They received the box but are saying I never returned a piece of equipment and are charging me $130. I even returned their cords to them and have no use for their equipment. I escalated this through a supervisor and they refused to take the charge off my bill.

  Business response

  04/22/2024

  Our supervisor reached out to ********************** to verify what equipment was put in the return box. We did receive a box but our records indicate that a EERO was not returned. ********************** states he returned 3 pieces of equipment. We have agreed to adjust $166.95 from his account and ******************** requested if he does come across a EERO,please return to TDS. We apologize for the inconvenience. Thank you.

  Customer response

  04/22/2024

  [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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last month (as of the writing of this, just last week) I called TDS customer service to report an unexpectedly high bill of ******. After literal hours on the phone speaking to different customer service reps a credit was placed on my account that did not show up immediately in the online bill pay system. I explained to one of the customer service reps that I was not willing to pay what was equivalent to 3x my previous bills to keep my account up to date due to their error and as the bill was coming due, I was not wanting to incur late fees for an issue not of my creation. She got snippy with me and told me that a late fee is only 10 dollars. After being asked to be transferred to a different service rep, I finally got some resolution and a promise of a call back the following day to ensure that the new amount due actually reflected on my account. I asked repeatedly if the double billing issue had been resolved and was told it had been. I asked what amount I should expect to pay monthly in the future and was quoted ****** + tax, this was in line with the dollar amount the adjusted bill ended up being, 166.01.This week I receive my April bill and again it is inflated to ******. I decided that I would not wait until closer to the due date to deal with this and spent the last 2 days calling TDS. Once again they adjusted my account but this time I was told that my new monthly charges will be ******+ tax or ******. No explanation was given by the first rep, the second rep told me it was a general price increase for services. How did this change from last week to this one?? Their math is not mathing and they offer no explanation of their adjustments. I feel so frustrated and annoyed, I was first blamed that the high bill was due to my account being delinquent, not true as I normally carry a credit on the account month to month. Then I was told it because of upgrades. I need this resolved. I do not want to have to call them every month.

  Business response

  04/09/2024

  TDS did have a billing error and ************ was billed for her newly upgraded service and the service that was changed. Our billing team was made aware, and her billing was corrected with the charges reversed.  All of the changes will appear on her next billing statement, she will not be assessed any late fees. With the adjustments made, her balance on the account is currently $182.62. TDS recently had a price increase, and customers were notified by bill notice beginning on their February bill statement. We apologize for the inconvenience. Thank you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 21st, **************************************************************** my checking account for $426.00. I was told it was from TDS. I called TDS and asked why they were taking $426.00 from my account. They responded saying that was for my auto pay that was set up. I set up my auto pay the day after my last payment. I attempted to set up auto pay 3 or 4 months prior to this but apparently it didn't work. I got a letter in the mail stating my account was past due and if I didn't make a payment for $333.00 my account would be shut off. That amount included late fees as well as the payments that I assumed were being taken out the months leading up to this. Regardless I made the payment in full. After making this payment, I again set up my auto pay online. A month later the transaction for $426.00 came out. I was told "Auto Pay pulls the full balance due." My balance due was $90.00. It added the additional $333.00 from the previous month that was already paid. They told me I could "get a full refund of my money and make another payment that day for the $90.00 as well as the additional "rush payment" fee. I asked if they could refund the rest of the amount less the correct amount for my bill. They said they could do that. I was told It would take 1-3 business days to be back in my account. I called my bank to see if they could stop the payment but they couldn't. I called them back and said to proceed with charging the correct amount and refunding the remainder. This time they told me 5-7 bus. days for the refund. On the 8th day I called and was told "Just wait til the 10th day". Its day 10. Still no money. I called in they said "Wait til the end of the business day". Still nothing. Besides this I was told when I got this internet in '20 I was "required to have a landline for internet". A salesperson from there told me that's not true last summer. I was able to cancel the landline I was charged to have for 3 years. I was forced to pay for something I didn't need.

  Business response

  04/11/2024

  We have reviewed ******************** account. His auto pay did result in a payment of $426.20. We have submitted a refund request in the amount of $426.20 for the overpayment. We apologize for the delay as there was some confusion on what payment the customer wanted to have refunded.  A check was requested for his payment in the amount of $333 .22 and since that payment was over 30 days, he would be required to wait for the process. I had that check cancelled and a payment reversal for his $426.20 payment processed. ****************** should allow 7 days for the payment reversal to his credit card. Again, we apologize for the misunderstanding. Thank you

  Customer response

  04/17/2024

  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.
  
  It's now been 20 days since they originally told me 1-3 days I'd have my money returned to me. Still nothing. They would be charging me all kinds of late fees and penalties if the roles were reversed. 
  
  Regards,
  
  ***************************

  Business response

  04/18/2024

  We apologize for ******************** frustration.I have confirmed that the reversal process has been submitted and ****************** will be getting his payment reversed to his card that was used for payment. TDS has processed the request and as noted earlier, there was confusion on what payment was to be reversed, payment in the amount of $426.20 will be returned, that was submitted on the afternoon of 4/11 and allow at least 7-10 business days.  Thank you

• Initial Complaint

  03/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a TDS customer for many, many, many years. I called about a month ago to ask about disconnecting my services as I am going to be moving and TDS keeps increasing my bill. I currently had DSL internet which required a landline and also was VERY subpar service, But, according to TDS, this was the only type of service available to me through them. I asked if I disconnected my service if I would still able to access my TDS email. I was assured that I could.On 3/27/24 I called (and talked to a Rep named "Winter") to have my service disconnected on 3/28/24. This would be 14 days after the beginning of the billing cycle. I then asked how much my last bill would be and she told me I will still be owing the total amount of $53.74!! I told her that I was only using 14 days of service and that I am on a limited income (being a senior citizen), and that I could NOT afford to pay that and I refuse to pay for a time period where I would NOT be using their services!!! She just telling me that it was not their policy to prorate bills! I informed her that I was NOT aware of this policy and told her I was not going to pay the full amount! Not to mention that despite a discount they put on my bill every month, that this amount for subpar internet service was totally ridiculous! Most times I even have to use my mobile hotspot to use my laptop in my own home! ******* refused to discount my bill for 17 days of non-use!I am submitting TODAY, 3/31/24, $24.26 for the 14 days of service I have used. I refuse to pay for service I am not using. I demand that TDS remove the remaining $29.48 from my bill. Also, I found out after everything was shut off that TDS is CHARGING my to keep my email address which nobody informed me there was a charge for that either. That bill has not been posted yet.

  Business response

  04/04/2024

  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." I apologize for any inconvenience.

  Customer response

  04/04/2024

  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.
  
  I have been a TDS customer since 1989! I did NOT agree to any such policy nor was aware of it. I am a senior citizen and cannot afford to pay for services I am not receiving. The services were subpar to begin with. Rates were raised with no notification. I suppose I can contact the *** or Attorney General in this matter also. Also, since I made the complaint TDS has closed my online account and I cannot even review my bill or pay ANY amount of it without doing so by phone where TDS wants to charge me another $4.95 to do so. I can't even see my bill anymore! No, I will NOT pay for services I am not using and I will NOT pay $4.95 to pay the amount I do owe for the time period I had services available. 
  Is this company really this greedy?

  
  Regards,
  
  *********************

  Business response

  04/09/2024

  I am sorry **************** is dissatisfied. We notify customers of rate increases by bill message. Our Terms of Service are available on our website. Our monthly bills reference our Terms of Service, and a reminder of the billing policy is on each monthly bill. The online billing account is closed when the account is closed. Our advisor provided a credit of $4.95 on 4/1/24 to cover the phone payment fee when **************** called in and complained about the pay by phone fee. Final payment can also be mailed as the final billing is sent by mail. There are no notes on the account that **************** has reported any trouble with our service or her dissatisfaction with the speed. We could have offered a speed upgrade had we been made aware of the dissatisfaction. Again, we apologize. Thank you

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, 3/22/24, I contacted TDS by phone to inform them of a move happening on 3/26/24 and that I would need to transfer service. We were informed where we were moving to had fiber so it would be considered a new setup and service was cancelled the following day. I then went into the branch in ******** to confirm set up at *************** in ******** for 3/26. There I was informed fiber takes 3 business days to set up and the soonest they could get out was Friday, 3/29/24, between 8 and noon. I was informed I would recieve a call that morning for a more narrowed down arrival window. Come 10am on Friday I still hadn't received a call so I again took it upon myself to contact TDS via phone and was told our tech would arrive by 11:10am. About 45 minutes later, I received a voicemail that there was an outage (which was nowhere to be reflected on TDS website) and my appointment was cancelled. Not rescheduled for a later time that day or even the following day, just cancelled. I called yet again to get this resolved and even spoke with an alleged manager, ***, and was informed the soonest they could come back out was April 8th between 10 and 12. Another week without internet in our home, which we rely on for work and school. My husband then attempted to call and see if there was anyway they could come out sooner since we had been scheduled for Friday and it didn't seem right to be pushed back so far when the cancellation was out of our control. The agent he spoke to said nothing was scheduled for us April 8th and now the next soonest availability is April 9th. This whole experience has been disorganized and unprofessional. This is how you treat *potential* new customers? I have made several attempts with TDS directly to get this resolved to no avail. Now I don't know what's scheudled, if anything, or when, and communication from them is lacking at best. I would like a reasonable and prompt resolution to this mess.

  Business response

  04/10/2024

  We apologize for the initial delay due to a technological issue. We resolved the issue and attempted a few times to call the customer to offer an earlier appointment; however, there was no response. The installation was completed on 4/9. 

  Customer response

  04/11/2024

  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

  Im not sure what efforts youre referring to. I never received a single voicemail or email from your company. After my several attempts at contacting you guys, i was informed 4/9 was the soonest you could come back out. Internet is now set up and frankly Im done wasting my time on this. Your score on BBB speaks for itself. Do better. 
  
  Regards,
  
  ******************************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am paying for channels that have always been on my contract and now they are no longer there. It has status code 580 which says not on your contract. I have had those channels since I have had TDS. Many years. I want them back on or a refund on my cable service

  Business response

  04/01/2024

  There was no change of channel line-up. There was an outage with that caused an interruption of some channels. We apologize for the inconvenience. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had contacted TDS on 3 occasions starting on October 21, 2023 about crediting a late fee on my account because my wife and I had lost our jobs. I had been continuing to make the payments in full less the credit requested; however, TDS continued to charge $10.30 in additional fees per month (now a total of $61.80). I just got off the phone with customer service about this and about a price increase of more than $60 per month compared to what I had been paying. **************** agreed to credit me $30.90 of the $61.80 in fees; however I find this to be an unacceptable resolution. Apparently, according to customer service, sending in an e-mail via the TDS website is not an acceptable request and I had to call in. This is a ridiculous statement. First, I have resolved such issues in the past by simply sending an e-mail using the TDS website and second, if this is not an acceptable method to contact TDS then why is it offered and/or explained on the website that no credits will be given without calling in and speaking with customer service? I would appreciate your assistance with TDS with the remaining $30.90 in fees requested to be credited.

  Business response

  04/04/2024

  ************* has called in and did speak to one of our senior advisors and was given credits that he requested. We do ask the customer to contact us in regard to changes to their account. ************** was contacted after he emailed TDS and our advisor left voice mails asking him to please contact TDS about the changes, this is so that billing etc can be reviewed. We are sorry for any inconvenience. Thank you.

  Customer response

  04/06/2024

  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.
  
  Nobody from TDS has reached out.  I am requesting that this be escalated to executive level staff.  I accepted the partial offer because it was better than nothing but this does not resolve the issue as I have explained it clearly in the initial complaint sent to BBB.
  
  Regards,
  
  *****************

  Business response

  04/14/2024

  The discounts are a courtesy to retain services. If ************** would like to reduce services to save money due to unemployment, that is an option. There are low income assistance programs available as well, such as Lifeline. Thank you.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  TDS employee ************************* came to our door 3/20/24. My husband did sign paperwork which **** said he had 6 weeks to decide. There was an install date of 4/3/24. As I noticed the light blinking on my Lifeline machine, I called **** on 3/28/24 and found out that TDS had started the process of porting the phone number from **** and that our service with **** is no longer. I called TDS, who stated that ******** had the number. I canceled the order with TDS. I was also told Heartland Telecom had the number. I did call TDS again and asked why would they disconnect a phone 6 days before installing the new phone. I explained that I was disabled and had a Lifeline connected to the phone that it was so if I fell out of my wheelchair someone could put me back in and that my husband was disabled as well. I was told to just relax until **** gets it hooked back up. I've called **** several times as well as TDS would not cooperate to release the number back to ****. The earliest **** can get the phone back on is 4/8/24. I called TDS to see what they had to say about what they did, their answer was just call **** to see if they can do it faster and made it out like it was **** fault. So due to TDS, 2 disabled people are now left with no landline/Lifeline phone from 3/28/24-4/8/24. In those 12 days TDS told me I'm just supposed to relax and take a nap.

  Business response

  04/08/2024

  I apologize for the inconvenience with the number porting. Our vendor who completes number porting activated the number too early. When this was brought to our attention and the customer asked to cancel their order, we notified our vendor to return (snap-back) the number to the original provider, AT&T in this case. Normally, this takes very little time. Unfortunately, AT&T was not able to reactivate immediately and it is not clear to us why this was the case. Our vendor escalated to AT&T several times trying to get this resolved as expeditiously as possible. AT&T activated the number again on 4/3/24. 

  Customer response

  04/10/2024

  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.
  From 3/28/24 when I contacted TDS in regards to our phone, they denied that they actually had the number that AT&T still had it. I see that they are continuing to place the blame on AT&T. TDS states that they ported the number too soon. Which left me without my Lifeline system. I use the Lifeline for safety if I fall as I'm disabled and use a wheelchair. My husband is disabled as well. If TDS contacted AT&T to address this issue, then please explain why I called AT&T 3/29/24: 3 times for a total of almost 2 hours. 3/30/24: 3 times for a total of  about 1 hour. 4/1/24: 3 times for over 3 hours. Which escalated a call from AT&T office of the President. I spoke to **** on 4/1/24 for 21 minutes. On 4/2/24 for 30 minutes. She was able to get the services hooked back up on 4/3/24 instead of 4/8/24. TDS didn't contact AT&T as there's nothing in my file with AT&T. Due to TDS porting our number too soon, it left me without my Lifeline for 7 days and the messages that I had saved on the answering machine are now gone.  So the last message that my dad left me is gone. He passed away 2/9/20. On 3/29/24 (Good Friday) ************************* called me to ask about me canceling the order. I explained why. His way of making the situation right was to let them (TDS) hook up our services in the morning. I said after what they did we weren't going to go with them. TDS was not very helpful at all nor did they seem concerned that they disconnected the phone from a home with 2 disabled people with a Lifeline. When I asked them what was I supposed to do without the Lifeline, they said to just relax and take a nap. That the phone would be turned back on 4/8/24. My dad's messages are gone forever. TDS put us in danger and didn't care. 
  
  Regards,
  
  *********************

  Business response

  04/17/2024

  Again, I apologize for the inconvenience. The number was not activated in any of TDSsystems. Physically no service changes at the premise occurred as the install order was cancelled with TDS. Any voicemail platformed with AT&T would be affected when the number ported as that signals the old service provider to stop service. Answering machines and other customer proprietary equipment within the home would not be affected by this. It was our third party vendor that ported the number and they repeatedly escalated the issue to AT&T to return the number and ask AT&T to restore as soon as possible. We can only report what information they provided to us as we were not involved in the return of the number apart from escalating to the vendor on numerous occasions as we were aware of the medical necessity. Unfortunately, the vendor & AT&T were not able resolve this more expeditiously. We are truly sorry for this experience. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I have TDS internet, I've been with them for a quit a few years, I use to pay ***** a month for their services. As of October I moved to ********* ****. And the representative over the phone told me my bill would go up to ***** every month, but every month they have charged me ******. Which honestly was frustrating but I went along with it. I paid that amount on February 3rd, because my bill is due on the 6th of every month. In March I was gonna have to pay the *********************** bit later than the 6th, since I had to wait to pay. Well on March 12th I got a notice from them that my account hasn't been paid in 35 days, and that they are charging me ******. So I thought I'd wait a few days to see if it cleared, so on March 26th they shut off my internet, so I called them and they said the only thing I can do is pay them if I wanted internet so I really had no choice since my wife depends on the internet for her schooling. So I was forced to pay without any compensation.id like to be compensated the extra amount I had to pay today.

  Business response

  04/02/2024

  The monthly service charges are the same rates as billed from the start. We provide detail on the bill for each charge. There have been additional charges for payment issues. The first bill issued in October 2023 was the normal monthly amount with the promotional discount. The November bill included the past due balance from October and the new/current charges. The December bill included the October & November balances, the new/current charges, and a $10 late payment fee. We issued a disconnection notice on 12/12/23. ************ made payment to restore service on 12/26/23. The January 2024 statement included a $25 reconnection fee along with the regular service charges. The February bill had the regular service charges. The March bill included the past due amount of the February bill charges plus the new/current bill charges and a $10.00 late fee. On 3/12/24 we issued a disconnection notice. ************ made payment to restore service on 3/26/24. To avoid both late payment fees and reconnection fees, we recommend setting up automatic payments with our online billing (eCare) system. Information about how to set this up is found on our website:hellotds.com/support/account/ecare-faqs. Thank you. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see attachment
  Click here to Get the File - use the Password: 512D9564
  ************************************************************************

  Business response

  04/01/2024

  Our supervisor reviewed **************** account. Her due date in her area cannot be changed, the billing is from the first of the month thru the 30th, her payment date is the 21st of each month, this cannot be changed for one customer. ************** was receiving a courtesy credit on her account.  She was billed a late fee on 2/23/24 due to TDS received her payment late. She called in to check on the fee on 3/4/24 and was given a credit for the late payment fee, that credit did reflect on her bill dated 4/1/24.  ************** decided to cancel her internet, she now only has voice service with TDS.  We do apologize for any inconvenience. Thank you

*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. ↩