Complaints

This profile includes complaints for TDS's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  TDS

  525 Junction Rd Madison, WI 53717-2152

• 

  TDS

  242 Main St New London, NH 03257-7808

• 

  Communication Corporation of Michigan

  PO Box 246 Augusta, MI 49012-0246

• 

  T D S Metrocom

  791 Kenmoor Ave SE Ste 102 Grand Rapids, MI 49546-8625

• 

  TDS

  24014 Highway 421 Hyden, KY 41749

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:09/24/2023

  Type:Service or Repair 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 cancelled service to tds in July and requested a return kit for my internet and cable equipment be mailed to my new address. I have requested the kits 4 separate times. Each time I am told it will take 10 days to receive the kits, but still have not received the kits 2 months later. I verified with them that they have the correct address. They do. They are now billing me $385 and stating it is past due and threatening to send to a collection agency. I suspect they don't want the equipment back, but use this method to get extra money from past customers and bill for far more money than the equipment is worth. I can't be the only customer they have done or are doing this to.

  Business Response

  Date: 10/05/2023

  Our supervisor contacted and spoke to ****************** about the equipment return and the address was corrected as *** does not deliver to a PO box.  TDS has received the equipment, and a refund has been requested.  We are sorry for any inconvenience this may have caused.

  Customer Answer

  Date: 10/10/2023

  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 contacted Tds and spoke to 3 different managers (****************************** and ********) to get the return kit mailed to me. I was not contacted by tds until after the equipment was mailed back. During these calls i specifically told tds not to charge my account, since they needed to get me the return kits. After mailing the equipment back to tds my account was charged for the equipment, $384.75.  I talked to ****** at tds again last week, who informed me the equipment had been received and a refund had been sent to my bank. After waiting the weekend and 2 days the bank still hadn't received a refund so I contacted tds again and talked to ***********  This time I was told a refund hadn't been sent and they needed my mailing address. She than informed me the refund would take 60 to 90 days to be processed because that is what the system takes. 

  In summary Tds made an unauthorized charge to my bank and is now sitting on my money for an unreasonable amount of time. 

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

  Business Response

  Date: 10/18/2023

  ********************** refund request was processed on 10/16/23 as a payment reversal and should be back into his account within 6 business days.  We apologize for any inconvenience.Thank you

• Initial Complaint

  Date:09/24/2023

  Type:Service or Repair 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 with TDS for internet service. Please be advised I provided my own modem and their normal charge for this service via phone call is $45.22 a month. The first bill arrived was for $110.06. I paid this with no reasonable explanation from TDS. The second bill arrived for $45.22 with an additional phone charge of $15.18. We have no landline phone. And then TDS explained it was for the phone line. This house was built in **** and Im positive TDS did not install a landline. We should not be paying monthly for the landline we own. The normal charge is $45.22 per month x 2 months. We are still due a credit of $80.02.

  Business Response

  Date: 10/05/2023

  Our supervisor has tried to reach ******************** several times, a call was reviewed and ******************** was advised of our security line and data package for the best promotional pricing that TDS offers. If ******************** would like to change her bundle; we would welcome her to call in at ************ and speak to our consumer specialist team to make any changes that she would like.  We are sorry for any inconvenience. Thank you

  Customer Answer

  Date: 10/08/2023

  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,
  
  *************************

  Customer Answer

  Date: 10/18/2023

  TDS never left a voicemail if they did called me as they claimed. The packages were already reviewed and selected, which was the basic package. If recorded conversations were reviewed, it would be evident that they never revealed the hidden charges ( phone line, initial setup charges). This would have been evident from the first and second phone calls- initial setup and several other phone calls following setup call.

   

  Customer Answer

  Date: 10/18/2023

  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 never left a voicemail if they did called me as they claimed. The packages were already reviewed and selected, which was the basic package. If recorded conversations were reviewed, it would be evident that they never revealed the hidden charges ( phone line, initial setup charges). This would have been evident from the first and second phone calls- initial setup and several other phone calls following setup call.

   

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

  Business Response

  Date: 10/20/2023

  ********************** account was set up under our 36 month promotional and this was explained to her and she was advised that her account did include a Basic security phone line to be used for emergency purposes and with this bundle package and TDS supplied internet equipment, she would get our best deal of a 36 month promotional rate of ***** plus taxes for 36 months. She was advised that all install fees would be waived but she would have a one time fee of $14.95 for shipping of our equipment, she agreed.  A welcome letter explaining her order, including products and pricing was also mailed to her address. She called back in on 7/31 and stated that she received our modem and would like to return and use her own. At that time, a new order was submitted and a equipment return box was shipped to her, at no charge, and she was quoted $53.89 plus taxes. Again, if ******************** would like to make any changes to her products or her account, we welcome her call at ************.  Again, we apologize.  Thank you

  Customer Answer

  Date: 10/26/2023

  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.

  I was quoted $60 a month with TDS modem. I returned their modem and was told the charges would be $45 month. 
  This was TDS most cost efficient package. 
  I attached my modem to the existing phone line in the house. Nothing was mentioned about initial start up charges.

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

• Initial Complaint

  Date:09/23/2023

  Type:Product 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.

  Tried TDS. cancelled after a few months. Continued to receive bills. Multiple calls to TDS resolved nothing.. TDS insisted they never received cancellation. TDS turned over to collection agency. Not paying for service I cancelled.

  Business Response

  Date: 09/26/2023

  Our supervisor did review the billing for **********************. Per our billing dated 7/22/23, the service was backdated as a courtesy when ********************** called in on 7/10 to disconnect her service, the billing was backdated to 6/7/23, again reflected on bill dated 7/22/23, leaving a balance of $153.84 on her account.  On 8/16/23, a charge of $211.00 was added to the account for non-returned equipment, for a final balance of 364.84.  This amount is due and payable. We are sorry for any inconvenience.

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 discontinued service, talked to operator on phone. She told me it is done and to shut off equipment.Now they are saying I need to pay for service I didn't get

  Business Response

  Date: 09/26/2023

  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 3.5. Subject to restrictions under applicable law, if any, You shall be responsible for the full monthly charges (without pro-ration) for those Services that are offered on a monthly subscription basis to which You are subscribed, regardless of Your termination of such monthly Services prior to the conclusion 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 are listed by service type. 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 Answer

  Date: 09/26/2023

  [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

  Date:09/19/2023

  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.

  Date of transaction was 9-2-2022. The amount of money i paid in was double of what the contract said. The length of contract was for 2 years. They told me that that could not be the price offered but i have it in writing. And they will not offer that price. This was a 2 year TV Internet bundle price. After over paying for the last year I called and tried to resolve with them but to no avail. I have the contract with the price. Please advise.

  Business Response

  Date: 09/29/2023

  Our supervisor reviewed the sales order from.His Promotional total before any state and local taxes were quoted at $111.04,the promotion did include the first 3 months of service free.  In the notes section of his sales order form, it is explained to him the promotional rate, which is on his billing, plus the length of each promotional amount.  He had a promotional rate on his equipment which expired, TDS did have a rate increase, which was noted on his billing.  His promotional amounts are still on his account through 9/1/2024.  ************** did contact our senior line and we issued an additional credit for the next 12 months in the amount of $20.00 off his package and added a one time credit of $20.00 off, these additional courtesy credits will reflect on his next bill dated 10/22/23. We are sorry for any inconvenience.  Thank you

• Initial Complaint

  Date:09/18/2023

  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 have paid approximately $27 dollars a month for internet only service from TDS for the past year. I was quoted that price and wasn't told it would end in 12 months. In addition the phone line internet speed promised never was delivered and my speed tests have been 1/3 of what was promised.In July this year my charge went up to $77 dollars. I called TDS and spent 2.5 hours on hold before getting connected to customer service. Once I talked with the representative, she informed me that I actually would be getting billed $87 a month because they "made a mistake" on my billing. I finally talked with a supervisor who said that she couldn't change the fee of $87 a month but would issue a credit of $30. It is very frustrating to be charged far more than I was quoted when I extended my contract, and have no recourse to their increasing my charge because of some mistake they said they made. I've been a customer for many years and feel this is bad business to not offer clear, concise, truthful pricing.

  Business Response

  Date: 09/21/2023

  Our supervisor reviewed Ms. ***** billing. Due to an error, ************ received a duplicate Courtesy credit on her billing for the last year resulting in an additional $288.00 credits to her internet account.  This was noted on her billing by duplicate courtesy creditentries. We do have a matrix to allow our customers a courtesy credit for 12 months, helping with billing. In Ms. ***** case, her incorrect credits has expired and will not be renewed at $48.00.  She did work with one of our senior team members and we agreed to add an additional courtesy credit in the amount of $30.00 off for 12 months, which will reflect on her next month bill statement.  TDS does not have any contracts, ************ is welcome to contact our technical team for any service issues with her data account, they are available 24/7 at ************. We are sorry for any inconvenience this may have caused. 

• Initial Complaint

  Date:09/16/2023

  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.

  This company TDS demanded that I owed them $$$ .Then (2nd year in a row) I am OVERPAID.I have to waste time calling about REFUND/Overpayment.It takes MONTHS to receive their REFUND.They Refuse to deposit to the account that I PAY them with - instead send a DEBIT Card (MONTHS Later) for invasive tracking of my purchases. Their Customer ******************** are smart alecks - Always. BAD

  Business Response

  Date: 09/26/2023

  Our supervisor has reviewed and requested a payment reversal. The reversal was processed on 9/22 and will be refunded to customer within six business days. We apologize for any inconvenience.  Thank you

• Initial Complaint

  Date:09/14/2023

  Type:Product 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.

  This is just ridiculous, every year, in the fall, one of our clients, a catholic church/school, gets added to the ban/do-not-allow/blacklist for TDS servers, causing the church's parishioners to not be able to receive emails from the school or church (including parish emails). This has happened now 3 years running and every year, I have to email the support team, after which I hear nothing back at all, then we notice a few weeks later the issue is resolved, but no one called or emailed to tell us. Not sure what needs to be done to fix this permanently but I tried to figure that out this year, however when I called the TDS support, I got told the email support team, could only be reached via email, no phone call support is offered. Seems like someone managed to convince their boss this was a good thing, and in the process shaved off a huge chunk of their job duties. Hard for people with one email to get support for the email if the support team they need to contact can only be reached via email right? I emailed the team last week, and am still waiting to hear anything back a week later.

  Business Response

  Date: 09/22/2023

  TDS does not, nor does our email platform provider ******** **** content as spam. Email recipients **** it as spam. Synacor utilizes nationally recognized spam blocking software Cloud****. This is also used by other telecommunications companies such as ******** ***, and ******** When enough users **** content as spam, it gets caught by the software. Email users can sign up for feedback loop on fbl.synacor.com  to know when their email get ****ed as spam. There is no way for TDS to determine who/where/when the content was ****ed as spam. Thank you

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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.

  - The cable line was buried in my back yard around July 2023. - The sprinkler system was turned on due to high temperature in July. - Water bill was almost 3x the normal amount in July-August bill. - After receiving the bill, started to inspect for a leak and noticed one of the sprinkler head tilted.- Dug into the ground and saw the sprinkler connection broken and the orange cable line was directly underneath the sprinkler line. - repaired the broken sprinkler line. since the incident, I have contacted the TDS several times to file a complaint but I have not received any contact from TDS. I'm seeking a compensation for the damages caused by the TDS.

  Business Response

  Date: 09/22/2023

  ********** was contacted by our supervisor and more information was gathered for his issue.  We apologize for any inconvenience.  Thank you

  Customer Answer

  Date: 09/22/2023

  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 received a missed call from TDS on a ***** number, but I didnt receive any follow-up information to address the complaint. I havent had any conversations with a supervisor. TDS sent an email, but it also didnt contain any resolution. I replied to the email, but I havent heard back from TDS. I would appreciate it if TDS could provide a direct phone number or email address for someone I can discuss the resolution with.
  
  Regards,
  
  *****************

  Business Response

  Date: 09/29/2023

  Our senior followed up with *********** A credit was offered, agreed upon and issued on his TDS account and will be reflected on his next bill cycle.  We are sorry for any inconvenience.  Thank you 

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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.

  We had TDS internet service up at our cabin and everything was going well. We were paying $56.00 per month. We were set up on AutoPay. Then when we went up to the cabin we notice we didn't have internet service. So we called TDS (took FOREVER to get connected with someone) to ask why we didnt have internet service and they told us that it was disconnected and could not tell us why (seems like no one there can tell us why it was) So we had them reconnect it, they charged us the reconnection fees. AND our bill is now ****** a month. We have called TDS MULTIPLE times about this and we get re directed to 20 different people and then we end up getting disconnected once we get to someone that we can understand and start coming to a conclusion. The disconnection is on their end not ours.

  Business Response

  Date: 09/14/2023

  Our supervisor contacted ******************** and reviewed the account, billing and products with him.  We apologized for any inconvenience this may have caused and ******************** was made aware of future billing and amounts.  Thank you