Complaints

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

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  MIDCO

  3901 N Louise Ave Sioux Falls, SD 57107-0112

• 

  MIDCO

  5111 S Louise Ave Sioux Falls, SD 57108-2274

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  MIDCO

  222 9th Ave SE Watertown, SD 57201-4817

• 

  MIDCO

  2020 Elm St STE 3 Yankton, SD 57078-2148

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  MIDCO

  306 Bower St Vermillion, SD 57069-1251

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:03/26/2024

  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.

  I was a Midco customer for over 15 years. When moving to a new home in 2016 I changed our plan from cable and internet to just internet. Now, 8 years later, I have terminated my Midco internet by calling the customer service 800 number. It was a painless process. At the conclusion of the call the women representative said it was taken care of and we had no equipment to return as we owned the modem. I received my last billing statement about a week later for the few days I had service during that cycle, around $18. Yesterday, I received a bill for $1,140 from Midco for equipment that was never returned. I called and the representative told me the equipment was 3 cable boxes and a router, all of which he said were from back in 2018. I questioned the validity, as I had never once been contact about these cable boxes in the 8 years since those services were terminated. There has never once been a mention on the 96 monthly bills I have received that I had outstanding equipment that needed to be returned. When speaking to Matthew, the Midco rep I spoke yesterday, he said he’d open a dispute. The dispute referenced a return I made of 2 cable boxes when we moved. He called back today to inform me this was invalid and I either have to pay the $1,150 or return the equipment. Well…I did return at least 2 of the 3 cable boxes…and I truly feel this is an FU sort of situation for cancelling their service. Again, I cancelled cable 8 years ago and now after 8 years they’re saying I owe them equipment that hasn’t been used in over 8 years. They don’t even make these models as they are so obsolete! 8 years…they had 8 years to collect!

  Business Response

  Date: 03/28/2024

  We reached out to *** today.  After reviewing the situation with our Accounts Team and reviewing the call records and notes on the account, we will be removing the equipment from the account.  The sales rep indicated there was no equipment that needed to be returned, and we will follow through with that promise, as well as provide feedback to the agent on where to identify that information in the future. The charges should be removed after overnight processing.  Appreciate bringing this to our attention, thank you!

• Initial Complaint

  Date:03/15/2024

  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 for basic internet with ACP. I provided the information from the ACP program to KP who is the person in charge of handling ACP enrollments. She got me set up, said the program would cover it, and that she'd get everything submitted. I signed consent forms etc 10/5. 12 days later, she sends me an email, asks me to confirm, i responded in 2 days with the info i could obtain. By now its the 23rd, I hear nothing back. On 10/30 I email her and ask her is everything settled, and I get no response. On 11/25, over a full month later, I get an email saying I'm $100 past due! By now my application for acp has EXPIRED and I have to submit a new one. If she had answered my email and followed through when I asked her on 10/23 if everything was taken care of, I would not have a balance that I cannot pay. I would have paid and skipped acp if that was within my abilities. And her attitude after I sent her an urgent email saying I am past due was A JOKE. It was nothing to her and I'd just have to pay when yes there were errors but together we could have addressed it in time. Add on to that, when Midco found out ACP wasn't continuing, all cust srvc ENDED. Calling for tech support, the auto msg says, we have id'd your acct as needing special attn. And TWICE xfer'd me to DEAD AIR for a total of 25 minutes. Because it's after hours, they put THEIR bill I got from them IGNORING me AHEAD of MY ability to even speak to tech support. So I couldn't do ANYTHING I needed to do, and spent literally HOURS trying to log into a modem which REQUIRES 2 APPS to be downloaded?! No. I'm so so done. And beyond disappointed in the service and lack of customer-friendly help. The apps SUCK, WHY would i need to log into 2 places to change my SSID? I wouldn't, because I will find a company that allows you to log into the modem via the internet without having to call a place that wants the money they cost me more than they want me to be able to solve the MINOR problems I had. Shame on them.

  Business Response

  Date: 03/27/2024

  On 3/26/2024 3 call backs were attempted at 10:29 AM, 1:23 PM, and 3:18 PM Central.  The calls went to voicemail but the voicemail was full and we were unable to leave a message.  
  
  A credit has been applied to the account, and we identified that our call routing was directing her to our collections department during their off hours due to her past due balance, making it difficult for her to get to a support agent.  This has since been addressed and should no longer be an issue. We would love to talk to her regarding her technical concerns and any issues with the apps as well but have been unable to get a hold of her.  Please reach back out to us ASAP using any of the methods listed at *****************

• Initial Complaint

  Date:05/04/2023

  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 switched from my old office location to a new one, when I did I tried to transfer my Midco Internet service to the new address. I was told that I had no choice but to start a new service agreement, they sent me a service agreement for a 3 year term. They did not provide a copy of their contract with that service agreement that says you are expected to pay 100% of a service term if you cancel the service. They are way more expensive than the new ******** service that just became available. I contacted them to negotiate a lower cancellation fee but they insist on $**** to cancel. Up until this month there has been no competition for me to use and I feel like failing to mention the extremely onerous terms of cancellation or to send a copy of the Master contract was intentionally deceptive. I will be pursuing every possible angle to fight this company and their ***** practices. Including cancelling the home service that I don't have a contract on.

  Business Response

  Date: 05/31/2023

  Thank you for the opportunity to respond to this complaint. Midco has reviewed Mr. ******** comments and Midco’s response is as follows:

  
  Midco reviewed the February 28, 2023, call referenced in Mr. ******** complaint. The call referenced was placed by Robin ****** and she relayed information second-hand to Mr. ****** who can be heard in the background. We believe this is the source of some of the confusion related to the transfer request compared to what Mr. ****** describes as “start[ing] a whole new account and service agreement.”

  
  In 2021 Mr. ****** originally contracted for 25 MB services on a 12-month contract. At the expiration of his contract in 2022, the account transitioned to month-to-month service with no additional long-term commitment.
  Midco, like many internet service providers, offers business customers a reduced rate when a customer is willing to commit to a long-term contract. In this instance Mr. ****** was offered to have his services re-located to his new address and remain month-to-month at the non-contracted rate of $***** or agree to a longer contract, with double the speed, at $** a month for three years. Robin ****** can be heard on the call asking Mr. ****** if he wanted to stay month to month for $** or do a three-year contract for $*****. Ultimately Mr. ****** determined to commit to a three-year contract with the reduced rate and double the speed.

  
  Mr. ****** was then provided the service order, which he attached to his FCC complaint. That service order included the following language, “[t]his Service Order is a supplement to and is subject to the terms and conditions provided in the Master Service Agreement including any other applicable Addendum, Attachments, Exhibits or Service Orders. This Service Order is also subject to the terms published in Midco's Annual Notice to Customers, Internet Subscriber Agreement, and Cable, Internet, & Telephone Subscriber Privacy Notice, which can be found at Midco.com/Legal.” (emphasis contained in original). Mr. ****** signed the agreement directly below this notice.

  
  Mr. ******** signature on the service order also explicitly acknowledged that he had read, understood, and agreed to the terms of the Master Service Agreement: “BY SIGNATURE HEREIN, I/WE ACKNOWLEDGE THAT I/WE ARE AUTHORIZED TO ORDER THE SERVICES DESCRIBED ABOVE AND TO BIND THE COMPANY TO THIS CONTRACT. I/WE HAVE READ, UNDERSTAND, AND AGREE TO BE BOUND BY THE TERMS OF THIS SERVICE ORDER AND THE TERMS AND CONDITIONS COVERING THIS SERVICE ORDER AS POSTED AND UPDATED AT www.midco.com/legal.” (emphasis contained in original).

  
  The Master Service Agreement which was referenced and incorporated into the service order, explicitly states that, “[i]f Customer cancels any Service (other than as a result of Midco’s default under Section 15) or if Midco terminates any Service pursuant to this Section, Section 15 or Section 25, then Customer shall pay Midco a Termination Fee in the amount of the service charges payable during the remainder of the term plus construction and other actual expenses incurred by Midco to enable the delivery of Service, any installation charges waived, and any discounts or credits issued under this Agreement.” As further indicated, the “Termination Fee is not a penalty, but rather the Parties’ best estimate of the actual losses to be incurred by Midco as a result of such early termination.”

  
  We regret that Mr. ****** feels frustrated and had misunderstandings about the agreement he was signing. Midco disputes any contention that Mr. ****** has been treated unfairly or that Midco has engaged in fraudulent business activities.

  
  Please let me know if you have any further questions.

• Initial Complaint

  Date:04/18/2023

  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.

  Midco came for an install of fiber WiFi on Friday April 14th 2023 and it was a total hack job. Lazy round about way to install. Midco didn’t include ways to install, just said a hole “had to be cut in the new drywall garage” which I found out to be false after I contacted an electrician Tuesday afternoon and he took a look at it and said; “I’ve never seen anything quite like that, I’ve never seen it done like this at any house. I have never seen anyone tear open a wall like that before. It’s between midco and you with how it was done but You think they could’ve laid something on the ground for the next week or so, I can’t believe they wouldnt lay it down and do it right in a. Few weeks”

  Business Response

  Date: 05/01/2023

  Thank you for letting us know.  I apologize for not responding last week, but I did pass this information and situation on to our local Field Managers to assist and review.  Very happy to hear that things are getting resolved for you, and I'm sorry that it was an issue for you at all to start.  Thank you for reaching out!

• Initial Complaint

  Date:03/14/2023

  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.

  Midco raised our rates $***** a month without telling us... We found out about it 1 March and got rid of cable 3 March.... We have NOT missed a payment We were promised "deals" to lower price several times this past 6onths... This did not happen... They say we owe over $****** **** *** ****.. They seemed to apologize and reconnected our internet...nice lady talked on the phone...two hours later it is down .. There business practices are unethical and immoral

  Business Response

  Date: 03/16/2023

  On 3/1/2023 changes were made to the account.  These changes will be reflected on the next bill (to print and send on 3/27) but were not reflected yet in the bill sent this month (2/27) since changes were made after it was printed. There was still a ****** balance left over from the January statement (printed 1/27), and the payments made on 3/9 (***) and 3/14 (***) were not reflected in the statement sent out on 2/27.  Additionally, since we bill 1 month in advance, the new charges of  $****** on the 2/27 bill will see a prorated amount back to the customers statement on the 3/27 bill.  With the payments already made and the prorated amounts, the account currently shows a remaining balance of $****.

  The account is not blocked and will not be blocked unless payments are missed.  Please contact our Customer Care team if there are further issues with the account being blocked.  *** ******** ***** **** ** * ********* ** ******** *** *** ******* ** *** ******* ***** *****  

• Initial Complaint

  Date:01/18/2023

  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.

  Dear BBB Representative, On August 1, 2022, I moved from my previous home to a new apartment ** ******** **. I chatted with Midco's agent and requested cancellation of the service at the previous address and start a new service at my new location. I have the chat transcript and more than happy to provide upon request. Midco agent confirmed the service setup, and all the time I have been under the impression that the service at the previous address (account ending in ****) is no longer under my name. Today I received a letter indicating the service at the previous address is still active and under my name. This is insane. I am technically legally liable for any internet misuse that the current tenant living at my previous address has done since August 1. If the current tenant of that address downloaded copyrighted materials, I am the one on the hook. Well-done Midco. First Midco must to cancel that account effective immediately and second it must indemnify me against any potential liability arises for the service used at the previous address from August 1. Third, I don't pay Midco for this mess-so I expect it owns its agent's sloppiness and credit my current account. I look forward to an amicable resolution. Thank you.

  Business Response

  Date: 01/23/2023

  This account is now disconnected. It was a "managed services" account which was being paid for by a landlord/business. For the customer themselves, it was a free account and no credit was needed. The sales rep has processed the disconnect to populate the correct managed services account. This customer should see no bill and no account for the prior account going forward. When reviewing the account there were no copyright infringement notifications or other such concerns.

  Customer Answer

  Date: 01/24/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't accept Midco's response because it failed to address my concern. To be clear, the concern was Midco's egregious failure to cancel my account effective August 1. Who paid for the service is immaterial so long as the account was tied to my name--I never said Midco charged me for the service under that account.
  
  Someone else has been using Midco's services under an account that was registered to my name. And this is due to noone's fault but Midco. ** * ****** ******* I can see many problems with this, but shockingly Midco plays it cool like this was not a big deal. This is huge deal.
  
  Copyright infringement is only one example of the kinds of Internet misconduct I am worried about. What if the users used Midco services to harass someone--tracing the IP address would lead to this account that was sadly still under my name. I have in mind tons of what ifs that Midco's negligence could potentially cause me legal trouble. Midco must in writing and officially indemnify me of any liability for internet usages between August 1 to present date associated to that account. If Midco is really confident that no misconduct occurred under that account between August 1 and today, then there should be no problem with Midco providing such indemnification letter.
  
  Absent such express affirmative indemnification, I will have to take immediate action to protect my interests. I think Midco must be amenable to a peaceful resolution now that it is given the opportunity to address it on BBB, which is certainly less adversarial than other means of dispute resolution.
  
  I look forward to discussing this further with a member of Midco executive team. Midco's response and dismissive tone is not well taken.
  
  Best,
  

• Initial Complaint

  Date:11/18/2022

  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.

  I pay for midco gig internet and my download speeds are not even close to that. The price I pay is not even worth service I get from them.

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/11/23) */ Attempted 3 calls to customer over the past week, no answer. Message was left. Customer is having technical issues, we would love to discuss it with them and resolve it. Minimal notes or indication of issues during the life of the account, and we would be more than happy to correct what we can. Please contact us at ************** or text us at *****

• Initial Complaint

  Date:10/26/2022

  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.

  Over billed on an automatic payment that was not changed at time of service change with company. Requested a prompt refund to acct and was not granted due to policy.was offered a credit to acct or wait 10 15 days for printed check. Funds were needed to be promptly refunded to acct. and company would not honor. Do not recommend auto pay with this business unless policy changes.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/26) */ Called Greg regarding BBB complaint. The customer was frustrated by the situation with ACH recurring payments. Explained that the issue was due to recurring payments set up through a check/bank account, which limits our ability to directly transfer money back into his account. Credited ***** to cover the remainder of next months bill, so that between the credit to his account and the credit I provided, the customer would have a $0 statement in November.

• Initial Complaint

  Date:10/03/2022

  Type:Sales and Advertising 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've been blatantly over charged by Midco and they hve admitted there guilt but hve no intention of correcting the error , this is totally unacceptable behavior of a Major Company.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 8, 2022/10/17) */ Our Senior Market Account Executive Marc ******** and I both talked with Aidan a few times last week. Marc gave him pricing and packages. Aiden asked for us to credit the difference from what package he wants now and what he paid since April of this year not going all the way back to when the contract expired on a package he had wanted (through a miscommunication, he had asked for the lowest speed but had been subscribed to the mid tier speed.) We credited for 6 months times at the $** difference in tiers, totaling a credit of $******. He is now back with Midco for 3 years on a contract and is very happy with the actions that were taken. He signed a 36 month on the 50M/20M speed.

• Initial Complaint

  Date:10/03/2022

  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.

  I've had an account with midco for several years now. At one time I had 2 addresses ********************* and ****************. We moves from **************** requested a refund but never got the check so I called again and a sir ended up refunding BOTH addresses when I only needed a refund for the *************. I did receive the refund for ********************. I had put $**** on both accounts because I have financial difficulties. Not receiving this refund so I can pay my WIFI bill is causing financial distress. I need my wifi because I have online college classes, I need my money back so I can pay my bill!! It's been 5 months!!

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/10) */ There was an error in processing and receiving the refund check previously. Account was updated on 10/3 and check has been mailed. Provided customer with my number and asked to confirm with me when check arrives to ensure it is all taken care of.