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

  PO Box 40 Merrimac, WI 53561-0040

• 

  TDS

  327 Palisade St Merrimac, WI 53561-9442

• 

  TDS

  8401 Greenway Blvd Middleton, WI 53562-4629

• 

  Communication Corporation of Michigan

  212 S Webster St Augusta, MI 49012-9770

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:04/08/2025

  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 moved from my home in May of 2022 that was receiving TDS service. I called to cancel services shortly after we moved and spent an hour on the phone with a customer service representative and was told the service was cancelled. While reviewing my business credit card recently I realized they never cancelled my account and have been charging me every month through this April 2024. I called customer service in March to cancel and I was informed they didn't have any record of my call and the only way to find it was to give them the exact day I called. They wouldn't refund my money and asked why I didn't cancel earlier. This is all unacceptable. I was told the service was not cancelled. How can it be put back on me to be responsible to make sure their employees completed their job correctly. They have charged me over $3,000 in the time that it should have been cancelled. I can't even log into their website to see the billing because it says my account is cancelled and I'm not receiving any statements that would have alerted me to the charges. To me this is clearly a s**** up on their side and I want my money back.

  Business Response

  Date: 04/08/2025

  Mr. ***** was notified by email each month at least 3 times per month about his bill from TDS. Mr. ***** had auto pay set up through our TDS epay, he received an email on or around the 10th of each month stating he had a new bill was available to view. On the 11th of the month, another email stating a payment was scheduled and listed the amount of the payment. Then the 3rd email was around the 1st of each month is a payment confirmation email letting the customer know that his payment was processed. The email that was used is the same as noted in this complaint. We do not monitor for usage and had no way of knowing that service was to be disconnected. Mr. ***** contacted TDS on 3/11/25 and stated that he called in to disconnect, we could not find any call requesting to disconnect. Again,Mr. ***** was notified by email 3 times per month that his service was active.We have submitted a disconnect order and backdated to 3/11/25. He will receive his final billing by mail. We apologize for any inconvenience.  Thank you

  Customer Answer

  Date: 04/08/2025

  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 

  This response does not address the issue at hand.  I called in 2022 and was told the service was disconnected.  It is not my responsibility to make sure TDSs internal process logged my call and completed the task. Once I was told by the customer service *** in 2022 that the service was cancelled I had no reason to pay attention.  What this response does do is explain their system for emails very well. However as I also stated I couldnt access the online account to turn off the autopay even if I wanted to.  I am still demanding a full refund dating back to May 2022.  This response is also a strong signal to any other potential customers of the service they can expect from TDS.  

  
  Regards,
  
  **** *****

  Business Response

  Date: 04/18/2025

  Per our Terms of Service, if a customer believes ******************** made a billing error they should contact TDS immediately. We do not monitor a customers service for usage. We have adjusted the account, per our terms of service, for 3 months of service.Again, Mr. ***** set up billing notifications using his current email address.He was provided at least 3 emails monthly, to his current email address,showing TDS billing. His online account was closed on 4/8/25 when he submitted his first complaint, he had always had access to his online billing up until we closed the account on 4/8/25, the same email that he is currently using ********. Noble has a credit balance of $297.91 that he will receive a refund by US mail and will go to his service address. We recommend Mr. ***** contact TDS at ************ to update any billing address. We apologize for any inconvenience. Thank you

• Initial Complaint

  Date:04/03/2025

  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 am desperately looking for some help with my TDS internet service in ******, ********. Two years ago (April 2023), I was sold symmetrical fiber (****) internet service. However, when the technician arrived, he told me that he could not connect me to fiber service because there was a problem with the junction box down the street. So, he connected me to 1 GIG non-symmetrical service and said that he would look into having the box repaired.I never heard anything from TDS again. I walked into the local TDS office in 2024, and they told me that my house was still not eligible for *************A couple weeks ago, I called the main TDS call center number, and the representative told me that my house is now eligible for ************* I confirmed that same information with the representative from my local TDS office. Due to computer glitches and/or human error, my new installation appointment needed to be rescheduled twice. Finally, the technician arrived at my house on April 2, 2025 (the same person who hooked up my service 2 years ago) and told me that the houses on my block could not have **** service because of the same problem with the junction box down the street that was a problem two years ago. Another junction box a couple of blocks over from my house does have **** connections, but my house is not connected to that junction box.The current upload speed of 22 Mbps is not adequate for the videoconferencing needs we have at our house, given that four people work and attend school remotely. I am extremely frustrated that I was sold and have been paying for symmetrical internet service for 2 years now when I have not been receiving that service. I have asked to speak with a supervisor and have never been granted that request. I would like TDS to repair the junction box so that I can receive *************

  Business Response

  Date: 04/18/2025

  Unfortunately, symmetrical fiber internet service is not available at this time. It appears that there was a records error that it was offered at Mr. ***** location. Availability may vary and serving technology may differ by area. The location is served by ****(Radio Frequency over Glass), which is a different kind of hybrid fiber network,which can integrate with a traditional cable (Coax) network. TDS has an ongoing effort to upgrade our network to ******************** Network) fiber. Our technician determined that the *********** was not available and the conversion order was cancelled. Mr. **** subsequently disconnected service. Our ************* manager put in a request for a project to upgrade the equipment for ***. It is in the early stages of the project planning and there is not a timeline yet established. There is no price differential for our 1Gig service plan whether it is traditional cable or hybrid coax/fiber (asymmetric upload speed) or PON fiber (symmetric upload speed). We apologize for the misunderstanding and any inconvenience. 

• Initial Complaint

  Date:04/02/2025

  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 called to cancel my service on 3/26/25, on that call, I paid the remaining account balance with my credit card plus a $5 convenience fee and had my auto-pay, which is through my bank account, canceled through their financial department. Then on 4/1/25, I got an email from TDS, at 5 in the morning, thanking me for another payment through my bank account. I called the same day and the customer representative sounded like I was crazy and told me there was no additional charge on my account. When I called the next day, the representative, insisted that I made this payment myself, at 5 in the morning, a few days after making a supposed final payment, and told me the refund would be mailed through a check within 120 days. So they made me pay with an additional convenience fee, charged me again regardless, blamed me for charging me twice, and promised to send my money back in 4 months. Not to mention the time I have to spend on dealing with this. Also both of the customer service representatives had terrible attitudes.

  Business Response

  Date: 04/10/2025

  After an account review, Ms. ***** autopay was cancelled, but our advisor failed to notice that due to having autopay set up, there was a pending payment already in our system that was not cancelled. We have issued a check request refund to be processed within approximately 10 business days that will be mailed to Ms. **** at her new address. Our refunds are processed by ********* and again, mailed to her new address. We do apologize for any inconvenience.  Thank you
  

• Initial Complaint

  Date:04/02/2025

  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.

  Following service disconnection on March 10, 2025, TDS has issued two additional invoices, each for $101.06, despite the service being terminated and router was returned same day. This invoices is inconsistent with my expected rate of $87.57, reflecting my three-year customer status, and the final bill of $111.75 on March 24, 2025, which seems unusually high even considering February's shorter length. Repeated requests for invoices or itemized statements have been unsuccessful, on end threatening in a additional $5 fee per statement. Additionally, my account has been improperly blocked, attributed falsely to a phone request I did not make. Email communications have been unclear, lacking explanations of charges and supporting documentation. My husband's military orders required relocation from the *** to *******, hindering phone communication; email correspondence has been inconsistent and inadequate in addressing my concerns. I believe these bills are inaccurate and I should not be charged for services I did not receive. My previous bill looks like included a full month's charges plus an additional ten days from the following month, up to the disconnection date.

  Business Response

  Date: 04/03/2025

  TDS has reviewed your account and billing. An order was placed on 2/19/25 to disconnect TDS service, that order was dated for a due date of 3/10/25.  When that order was processed, the email was removed from the service and closed, prompting the emails that Ms. **** received notifying her that MyAccount username change. Was not a change but a delete. Since she would log in using that username, that is why she was not able to log in. All access to her account was disconnected when that order was processed. While a TDS customer, Ms. **** was under a 36 month promotional pricing for her service. The promo ended on her 2/4/25 billing statement.  Ms. **** is billed monthly beginning on the 4th of the month through the 3rd of the next month. When the service was disconnected on March 10, she would have had her March 4th bill in the amount of $111.75 due for service dates of 2/4/25 through 3/3/25.  *********** was disconnected on March 10, 2025 which would reflect on her April 4 billing for service dates of 3/4/25 through 4/3/25.  As noted on each monthly bill and included in our terms of service, TDS does not prorate service. This message is on each monthly billing:
  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.

  
  Currently,Ms. ***** final account balance for ******************** is $101.60. Our supervisor did email Ms. **** and let her know that we would be happy to provide bill copies at no charge but our copies could only be mailed to our address of record, not emailed.  We do apologize for any inconvenience.  Thank you

  
  

  Customer Answer

  Date: 04/04/2025

  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.
  
  Regarding the explanation from TDS, I have an email clearly stating that I called to inquire about changing my account, which never occurred. This is their official email, and it contains a false claim and it's alarming. I responded the same day, but TDS has not yet provided an explanation for why my account was blocked or deleted to this day. In my opinion it should be completed promptly to avoid confusing or frightening the client.

  
  

  If I owe money and they are aware that I lack paper ******** and used their account for bill payments and tax record-keeping, why did they block/deleted my account without explanation or warning? Why wasn't a bill sent so I could verify the charges? TDS routinely transmits email notifications, invoice availability and payment schedules; therefore, my data, including credit card information, remains on file due to the most recent payment being processed via that method (March 23/25) How is this possible if my account has been deleted? Moreover, their lack of substantive responses and transparency constitutes unfair customer treatment.

  
  

  I have two bills: one for $101.06, scheduled for April 25th, and another for $101.60, scheduled for May 5th. 

  I still lack an explanation for these May 5th charges. 

  
  

  I also don't understand the discrepancy in pricing and the three different amounts.

  My understanding is that the promotional pricing for services, ending February 4th, 2025, should have applied to my February 24th, 2025 bill (charged for January). However, I was charged $87.57 instead of the promotional price of $57.76. My March 24th, 2025 bill of $111.75 reflects ****************** (shortest month of the year), and the April bill of $101.60 covers ************* (10 days +). So I've got three different prices, and there's no explanation for them either.

  
  

  My question is regarding the May 5th, 2025 scheduled bill of $101.60; what services does this invoice represent?

  
  

  I have email and financial account records, and I can provide screenshots of all the emails mentioned..
  
  Regards,
  
  ******* ****

  Business Response

  Date: 04/08/2025

  TDS has mailed January, February, March and April bill copies to the customers address of record as communicated by the supervisor.Our TDS policy requires our online access to be deactivated once the customer cancels our service. When the disconnect order was placed for Ms. **** on 3/10,her email address was deleted from our billing as the order went through processing. As she will see noted on each bill, Mr. **** was on a 36-month promotional pricing. On her 2/4/25 billing the promo was ending giving her partial promo credit. On her 3/4/25 billing, the promo was over resulting in the billing of $111.75. TDS has a non prorated policy for service, but equipment is prorated on the final billing. April 4. 2025 was her final billing which that **** did have proration for the equipment charges which resulted in a bill total of $101.60.  After a thorough review of notes, the disconnect order did not include the military deployment reason code. On 4/7/25, TDS added a one time credit in the amount of $78.73 for the non proration charges due to military deployment bringing the final amount due to TDS $22.87 for services provided through 3/9/25. 
  Our auto responses are general and only ask the customer to contact ******************** if they made any changes to their service. Federal rules require TDS to notify customers when certain changes are made on an account, like disconnecting.  Telecommunications Act of 1996 ~ Section 222 Privacy of Customer Information places a general duty on every telecommunications carrier to protect the confidentiality of proprietary information of, and relating to, other telecommunications carriers, equipment manufacturers and customers, including telecommunication carriers reselling telecommunications services provided by a telecommunications carrier.
  Ms. **** will receive her final billing by mail. We apologize for any misunderstanding. Thank you

• Initial Complaint

  Date:03/31/2025

  Type:Product 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 moved out of state and had to cancel my TDS tv and internet service on 11/18/24 - I was a customer since 2018. They wouldn't allow me to return the equipment to a store/service center, it had to be returned by mail. They sent a box and I packed EVERY PIECE OF EQUIPMENT into the box and mailed it on 11/27/24. I tracked the package and it was delivered to the dock on 12/2/24 at 11:06 am. Then on 1/4/25 they send me a bill for $424 claiming that I didn't return a 3200 modem. That is FALSE. I tried to speak with the company about this and nothing happened. I filed a BBB claim (#********) but never got a resolution. Then I recently received an email from a COLLECTION AGENCY (*****************). Today I spoke with three different people ******* ***** and *****). Now they are telling me that I didn't return different equipment not on the invoice (2 eeros and one receiver - no mention of a modem!!). I'm thinking this is a scam to get people to pay for equipment that they have already returned and they claim wasn't received. I want TDS to credit my account $424 and make sure the collection notice DOES NO APPEAR ON MY CREDIT REPORT. I've also asked them to contact the installer who can tell them I didn't have 4 erros at my small condo). I have Excellent credit and do not want a blemish. My old account number and tracking number are listed below. Thank you for the assistance.

  Business Response

  Date: 04/10/2025

  After reviewing products, Ms. ******* did return 3 pieces of our TDS equipment, but still missing 2 eeros and one stb for the TV service. We have removed $424.00 from her account. If she happens to find the missing equipment, we ask that she please return those to TDS. Ms. ******* had different services with different equipment while a customer with ********************. We do apologize for any inconvenience.  Thank you

  Customer Answer

  Date: 04/10/2025

  [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:03/25/2025

  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.

  Recently tds implemented a new billing system and changed my account number, now I can't access previous bills and I cannot get through to them via phone - they never answer, (I waited an hour!) nor do they provide an estimated wait time as many other companies do, you are literally left in limbo. I tried submission forms and chat both of which resulted in my being referred back to their broken telephone system. Big companies like tds insulate themselves from their customers by not providing adequate support options.

  Business Response

  Date: 03/31/2025

  TDS recently migrated our customers to a new billing system, notifying by a bill message. Mr. ******** was migrated to our new billing platform resulting in his account being assigned a new account number.During this process, we were unable to assist our customers with billing information until the migration was complete.   We have sent him the last 3 months of his bill copy at no charge to him. We do apologize for any inconvenience.  Thank you 

• Initial Complaint

  Date:03/21/2025

  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.

  I have been a TDS customer for roughly 15+ months and happy with the service. December 2023 I transferred to business service because I was told that was the only way to get a fixed IP. The conversion went smooth to my knowledge at the time. Now 15 months later I have moved out of my residence and TDS is now claiming I signed a ********************************************** saying clearly I wanted no contract term. Their customer service is unhelpful and shows no concern or willingness to get to the bottom of their error. Im preparing to send a hand written notice to corporate and in the meantime am submitting this complaint, which appears to be common for TDS. They want to extort me for $400+ for their error. If they fail to fix this error, I guarantee it will cost them more than the fraudulent amount they are attempting to charge. Do not do business with TDS. Even ******* is more honest, and thats saying A LOT!Im putting $400, but the actual cancellation fee they are attempting to get has not been provided to me, and ultimately I want them to honor my No contract request and let me cancel service without additional fees.

  Business Response

  Date: 03/31/2025

  Mr. ******* did transfer his account to our business side. He received and signed a contract for special pricing based upon the 2 year agreement. He was sent a copy of both his signed contract and his early termination quote. We do apologize for the inconvenience.  Thank you

  Customer Answer

  Date: 04/01/2025

  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.
  
  The company sales person made an error in the contract and did not honor my requests via email.

   

  This business has determined their reputation is worth ~$400 and they will pay for tricking customers into contracts they did not agree to.

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

  Business Response

  Date: 04/07/2025

  Mr. ******* signed a contract that clearly displayed the Term as 24 Month. The Product description on the contract states NEW Customer HSI Promo 300M ********** Only 2 Year. The 24 month Term contract offered the best price value for the service. For 16-months of internet service provided at the Month-to-Month contract rate, the total amount billed comes to $2,215.88. For 16-months of internet service provided at the 24-Month promotional rate, the total billed is $1,039.84. Including the Termination charge of $462.46 if Mr. ******* cancels now, the total then comes to $1,502.30. When the 24-Month contract for the same time period is compared to the Month-to-Month total charge, there is a price benefit in the customers favor for the amount of ************************=*******. Options to complete the contract Term and avoid Early Termination may include Change of Liability/Change of Ownership to transfer the account or Mr. ******* could move the service to another location served by TDS to complete the Term. Mr. ******* may contact TDS Business Sales &Service at ************** for further assistance. 

  Customer Answer

  Date: 04/08/2025

  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 is attempting to charge $150 for an installation that did not occur as part of this contract. The salesperson ***** ******* error, whether intentional or not, has resulted in this situation, and she should be held accountable by TDS to show this is not a pervasive company culture to trick customers. Her actions have shaken my trust in TDS and all their affiliated brands. In the future I will have an attorney review everything sent by any representatives of TDS if I am even willing to ever do business with TDS brands ever again. This largely will depend on whether I determine the next response appropriately shows and acknowledges the salesperson's error instead of continuing to focus on my naive trust of TDS to provide the terms I requested by email which were attached to the original compliant.

  I am willing to pay the 50% of remaining months service. I am not willing to pay for an installation of service(s) that did not occur as part of this contract.

  I was a residential customer month to month prior to the business account transition and installation was already completed during the non-contract period for the residential service. Once the residential account was closed and the business account was opened, the modem did not change and the wiring to my residence did not change. In fact, I was required to program my own wireless router with the static IP settings.

  Charging me for an installation that did not occur is a breach of the contract that TDS took weeks to furnish to me and fraud.

  As stated above, after reviewing the contract that took TDS weeks to furnish to me with my attorney, I am willing to pay only the 50% of remaining service months to the 24-month completion and not the installation/service charges as TDS did not furnish any services associated with installation beyond closing one account, opening another, and providing me an email with static IP configuration details I had to perform myself on my Wi-Fi router equipment. That does not justify $170 of charges of the total being demanded by TDS.

  TDS customer service is one of the worst I have interacted with in years and should be retrained to handle situations like these better.

  In summary, if the three following items are agreeable to TDS, then we can put this matter to rest, and I will retract my compliant:

  1. ***** ****** and her manager are reprimanded for not adhering to my wishes expressed clearly by email to her to not be under a contract and ignoring requests for updates on this matter for over a week after stating she would get back to me. It's clear her and her manager have no intention of taking any responsibility for their role in what has transpired.

  2. **************** is retrained to provide better customer service in situations like these through a sensible exploration and escalation process instead of just repeating themselves and ignoring customer concerns.

  3. I will pay 50% of the remaining months of service to satisfy the contract, which at this point would be 8 months x $64.99 x 0.5 = $259.96

  I'm not going to bother requesting any adjustment for the month of wasted used service charges while I have been frustrated trying to get resolution to this matter with TDS.

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

  Business Response

  Date: 04/18/2025

  Our Business Sales &Service manager agreed to waive the early termination charge should Mr. ******* chose to cancel service. The account is noted that this was approved should there be any further question about it. 

  Customer Answer

  Date: 04/21/2025

  [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.
  

  Thank you for making this situation right by allowing me to cancel my service without additional charges.

  Happy Easter and God Bless!

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

  
  

• Initial Complaint

  Date:03/17/2025

  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've been paying for the highest available Internet speed for 3 years and it only worked at that speed for the first year. The average speed dropped from 15 Mbps to 2-3 Mbps and has been that way for 2 years. I've called for service multiple times and never got a technician. They sent other modems and charged me for shipping on them and they didn't solve the problem. The service box has been open with wiring exposed for years. I've been overcharged for service, equipment, shipping, etc. I cancelled my service and was charged more outrageous fees.

  Business Response

  Date: 03/31/2025

  Mr. ****** was not charged any amount to disconnect his service. He does have a past due account balance that is due and payable. He reported one trouble ticket before 2023 for an outage in his area,a recent ticket was opened on January 13, 2025 for a wireless issue. Our repair technician shipped out a new wireless router and gave him credit for the expedited shipping fee. Had Mr. ****** called back after the receiving the replacement equipment, reporting other issues, we would have dispatched a technician. We have no notes reporting any exposed wires/open pedestal in his area. We do apologize for the inconvenience. Thank you

• Initial Complaint

  Date:03/13/2025

  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 have been TDS Telecom customer for 25 years and I attempted to cancel my service today with the understanding that I would have to pay the final bill. While speaking with a representative she informed me I owe almost $400.00. I only had a landline phone no long distance. I immediately requested a supervisor and while discussing my situation she brought up multiple dollar amounts saying were past due and that I was sent to collections. I remembered last November 2024 I had issues with payment but I resolved them and recorded the call and took notes and paid everything they requested She suddenly found these payments but claims more is owed I have all the confirmation numbers and bank receipts. I gave this new supervisor the information - the amounts paid, dates and confirmation numbers) and she said oh yes I see that, but you still owe this other amount. This is untrue as when I resolved the matter I asked them several times if my balance was now zero and account is clear of any more fees owed. I was assured the balance was zero. My next bills even reflected my balance. When I informed her of this she kept insisting that it wasnt paid on the account it went somewhere else. None of this makes sense. I never received any letter or email from collections.i never received a letter from tds saying I owed more. The most interesting reason I know I dont owe anything is because if I did they would have disconnected my service, and they did not. There is no way they would have kept my service on if I had not paid. This is some sort of mix up on their part. I fully believe that because I want to cancel my service they suddenly tacked on these extra charges stating they are from several months back. Ive seen them threaten disconnection over a $20.00 charge before let alone $277.00 over a period of months. If I owed $277.00 why is it not reflected on my bill statement and why hasnt collection agency contacted me? Feels like a shakedown to me.

  Business Response

  Date: 03/20/2025

  After a thorough review of Ms. ******* account, beginning on her 6/7/24 billing she got behind on her bills and ***** was removed from TDS billing and submitted to collections on 5/30/24. Again on 9/27/24 the amount of $93.49 was removed from TDS billing and submitted to collections for a collections balance of $188.54.  Ms. ****** has made payments for her service but not the written off amount that was sent to collections. Per her note history, she did  pay off her collections in January 2024. The amount removed from TDS billing that was reflected on bill dated 6/7/24 and also bill dated 10/7/24 was not paid to TDS and no payments to ***** ****************** When Ms. ****** requested to disconnect her service,she was advised of the balance in collections and the balance owed to TDS for $42.78.A treatment history has been mailed to her. We are sorry for the inconvenience.Thank you

• Initial Complaint

  Date:03/10/2025

  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.

  Company decided to block me from logging into my account after they changed all the account numbers and totally screwed up the entire system. Their customer service cannot do anything to help. I want to hang myself every time that I call trying to get help. It is the single most aggravating company to deal with. After waiting on hold and dealing with the phone robot, you get useless employees that drag you down in the mud and never do anything to help. They are as bad as ******** there's not a single customer that doesn't hate this place with every fiber of their being!

  Business Response

  Date: 03/13/2025

  TDS recently migrated customers' accounts to a new billing system. We sent billing messages on both January and February bill statements of the migration date and what our customers are to expect for the time of the migration.  ************** were unable to assist during this time. Our migration is complete, and we welcome Mr. ****** to contact TDS for any questions. We apologize for the inconvenience. Thank you

  Customer Answer

  Date: 03/13/2025

  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 must grant me access to my account and call me to verify.  I have already wasted several hours either on hold or with customer service representatives that are incapable of this task. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 03/20/2025

  Our Senior associate spoke to Mr. ****** today, she attempted to explain, with our migration to a new billing profile, Mr. ****** will need to wait until his billing cycle of March 22 to print and access his new account in order to create  new login credentials. Since we have gone to a new system, he will not be able to use his current credentials. We do apologize for any inconvenience, but we feel this new system is very beneficial.  For further details explaining on how to create a new account, Mr. ****** may access this link ****************************************************************************; Thank you

  Customer Answer

  Date: 03/21/2025

  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.
  
  This in direct conflict with the information that their own system is providing. No one at this company seems to be capable of getting this nonsense straightened out, so that customers can actually access their accounts. Regardless of this entirely new system that they have concocted, I should be able to access my current information and that is not possible. Everything is broken and will not allow access to customers. I explained it to several representatives and the answers they give are not acceptable. Period.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 03/31/2025

  We have mailed the new billing statement dated 3/22/25 to Mr. ******* billing address in **. We have now also mailed a bill copy to his service address in ** along with a printout from our website the steps for setting up the online account. There is additional information about setting up E-Pay on our website found in Account Support. Mr. ****** will need the information on the new bill to be able to complete the online bill and auto-pay set up. 

  Customer Answer

  Date: 04/01/2025

  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.
  
  They clearly have a s**** loose. I have received no communication from tds regarding the issue, at either address that they mentioned. Can I ask why it's so impossible for them to use email?
  
  Regards,
  
  ***** ******

  Business Response

  Date: 04/07/2025

  Mr. ****** needs the information on the new bill (dated March 22) to complete the online account set up. This has been mailed to both the billing address on the account and the service address. For account security purposes, this must go to the address of record. Records show on 4/4/25 Mr. ****** enrolled in TDS ePay. Additional information about ePay is available on our Support Page: ***************************************************************************

  Customer Answer

  Date: 04/07/2025

  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.

  The response is useless, as I have stated before. Even with all that information, you cannot get access to the account. I have spent, as of today, **************************************************************************************************** in talking to the wind at people that refuse to believe that their own system is totally broken.

  Eventually I did manage to get someone to clear out my existing account, which did allow me to create the new account. However, no matter what browser, computer or phone that I use, I cannot login, because your system will not allow it. It has a cycle that it creates. You login, then it wants to verify you. You give it the verification code and then it cycles to a new verification screen. That repeats itself for the rest of your life. Please fix this garbage, so that I can actually login. 

  I have never put in so much work to pay someone. It's all very stupid , and it's not my fault as you keep trying to insinuate.
  
  Regards,
  
  ***** ******