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:10/05/2022

  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.

  On January 5, 2022 our internet broadband cable broke off and fell off of the power pole. Bendbroadband tech arrived and installed temporary cable, laid across ground behind our detached garage, and across our back lawn, hanging from and connected to box on back of house. Tech said we should hear from contractor to bury the cable within a month or so. Called Bendbroadband CS several times to get updates between ******* with no good answers. In May asked to speak to supervisor and let them know I would file a BBB complaint if no resolution. Received call from local employee ********* who apologized and assured me our issue would receive high priority. Called her again in **** and was told that the digging contractors were waiting for "permit approval" to do our project. It is now 10 months to the day since our issue originated, and we have received no updates since that **** call - that I initiated - and our "temporary" cable is still laid across the back yard and hanging from the internet box on the back of our home.

  Business Response

  Date: 10/18/2022

  Response to file# ********.
  
  I apologize for all the delays to complete the drop burial. Our contractor buried the drop on 10/14/22.  Our local technician is visiting the location later today to complete any final connections and inspect the site.
  
  Thank you.

• Initial Complaint

  Date:09/30/2022

  Type:Order 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.

  09/28/2022 I was charged $699 for ONE month of internet service at my home office. Previously $229 per month for GB service. When I contacted the company, they would not address my concerns unless I signed a new contract that now has me paying $299 per month for GB business level internet service stating that the old agreement had expired and $699 was the rate of that old agreement without credits.I am a bookkeeper and know what businesses pay for internet service in the area. There is no company on a standard plan that is paying as much as I am for internet. There is zero explanation. They will not address my concerns. The only credit offered is that from the time they IMPLEMENT the service and they could not tell me when that would be....maybe three to five days. Even though I am finding out about this half way through the billing cycle so I will STILL pay over $400 for one month of internet service.Service has been terrible at my home office with the third service call scheduled today.This feels like a bait and switch and that they are deliberately creating service problems to force me into additional services knowing that I need the service for my business and cannot quickly and easily switch providers.I have gone to a month to month agreement and have stopped all automatic charges.I would like the company to simply do the right thing. Even the service rep said she had never seen anything like it.

  Business Response

  Date: 10/10/2022

  Response to file# ********.
  
  The contract term expired and changed to a month-to-month rate. The October bill shows the new contract rate. On 10/5/22 ************************ spoke with our Business Sales and Service advisor about her billing dispute. He put in a credit request.The credit was approved for $299.95, which will appear on the November statement.  
  
  Thank you.

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18151232
  
  I am rejecting this response because: the credit issued is because I have not received the service that I have been paying for which is salt in the wound when Bend Broadband charged me $699 for the service period September - October.  This 'solution' proposed has NOTHING to do with the billing issue.  How Bend Broadband considers this conscionable is beyond me.

  My service has been c*** since the beginning of September.  It was only recently resolved.  ON TOP of being billed an insane amount for service.

  At minimum, I need the promised prorated credit for the period end of September to October.  You haven't even actually issued the credit that was promised when  I was required to sign the new contract before anyone would talk to me.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/19/2022

  Follow up:
  
  I am sorry ************************ is dissatisfied. We have applied an additional credit of $120.00 due to the problems experienced. The bill dated November 3rd, will show the ******************. 

  Customer Answer

  Date: 10/25/2022

   
  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.

  Note that I do not consider this issue resolved until I actually see credits totalling $419.95 on my statement.  Additionally, I will be making no payment until the credits are reflected since the original invoice in question was automatically billed to my credit card and paid in full.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/01/2022

  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.

  TDS/Bend Broadband increased my bill without notice for years. They lied to me about rates, didn't provide cable when I was paying for it. They deceived their way into making me pay for a router rented through them, which is not allowed per the **** Then, when I ended up finally being able to cancel service, they billed me for an entire month that I was not receiving any service from them. When they sent me the bill for this final month, I assumed it was a mistake. They then sent a follow up making me realize that I needed to contact them and inform them that I was not supposed to be charged. This bill was going to reach past due status as of 8/28/2022. On 8/5/2022, I spoke with a manager who recognized the mistake, and agreed to reduce my balance to $0.00. The same morning, I received a notice that the balance had been sent to collections - despite the previous statement that I had nearly a month to pay the balance that Bend Broadband acknowledged I never should have owed. I was assured by Bend broadband that the collections company would be informed of the zero balance, and that there was no action that could be immediately taken. I was assured that I would receive a statement of the zero balance within a couple of days. I patiently waited, then didn't hear back as per the usual behavior of Bend Broadband. When I reached back out due to their lack of communication, I found that my zero balance had become a $0.08 balance, just enough to keep me owing them when I never should have. After speaking with them yet again, they refuse to provide any documentation to prove that I have a zero balance. Of course this indicates that they intend to again charge me minimal amounts to keep me indebted to a malicious company that I never should have owed a cent after I ended service back in May. TDS needs to be warned against their arbitrary, predatory bill increases. A customer should be able to end service without fearing unnecessary charges in the future.

  Business Response

  Date: 09/08/2022

  An adjustment for the $0.08 balance on Mr. *** account has been re-submitted after an error occurred with the initial submission.  His account will now reflect a zero balance.  We apologize for the inconvenience.

• Initial Complaint

  Date:07/17/2022

  Type:Customer Service 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.

  My service was disconnected for nonpayment. I paid the balance owed and was told it would take ***** hours to restore service. 48 hours would be on a Sunday but the ***** REP told me it would be restored. I called this morning (Sunday) and was told by the service repair person that they couldnt help and that I would have to call back on Monday to the ***** TEAM to have services restored. This upsets me because it has been more than 48 hours and I still wont have service until tomorrow!! The ***** person said service would be restored on Sunday but failed to mention that they would be CLOSED and I have to call to get it restored. Poor customer service and bad business practice especially since its expensive service to begin with!!!!

  Business Response

  Date: 07/28/2022

  Response to file# ********.
  
  On 6/13/22 we issued the disconnection notice. On 6/28/22 the account was disabled for non-payment. On 7/12/22 service was disconnected for non-payment. On 7/15/22 we received payment and an order was placed to re-install service.Because service had been fully disconnected, it requires an order. I apologize for any miscommunication about the timeline to re-install service. There is a minimum two business days (not calendar days) for the order to be processed.Had payment been made when service was suspended/disabled, service restoral would be the same day. Had ****************** called after receiving the disconnection notice, we would have been able to set up a payment agreement to give her more time and keep service active. Our records show ****************** called on 7/13/22 where we advised her of what needed to be paid to get service reconnected. On 7/19/22 service was re-installed.
  
  Thank you.