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

  327 Palisade St Merrimac, WI 53561-9442

• 

  TDS

  PO Box 40 Merrimac, WI 53561-0040

• 

  T D S Metrocom

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

• 

  TDS Telecom

  11505 Kingston Pike Knoxville, TN 37934-3918

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:10/10/2022

  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 sent mail offer **** which was extreme 300 fiber internet for $29.95 per month for 3 years so I called them. When I called them they told me they had a better offer, a 3 month trial of 300 fiber internet, ********** and I was going to pay $15.56 every month for 3 months after which the price will change to $120.54. I signed up and the service started on Saturday, 06/9/2022. When I received the first bill on 7/22/2022, it was for $24.89. I was surprised about it so I called customer service and was told the bill is for one month and a half prorated because service started after the month of July had already began. They said the next bill will reflect the correct charge so I paid the $24.89 on 8/7 when it was due. Next ********** received was for $61.90 and when I called again in September and I was told it was the bill from 9/21 to 10/22/2022. I decided that I have had enough dishonesty so I told the TDS agent that I want the account and services closed on 10/9/2022 when the 3 month period ends. The agent said it was too early and I needed to call back in October. I called on October 2nd and told TD to discontinue all services after being bumped around from agent to agent and being asked my name, account number, email address, zip code over and over again and explaining what I wanted and being placed on hold. It was almost 2 hours before I was finally told that services will be discontinued on Sunday, 10/09. I had to call again 10/10 before it was discontinued. Since last bill of $61.90 was from 9/21 to 10/22 and my service ended on 10/10 then my last bill should be adjusted because I was not going to use their services from 10/11 to 10/22/2022 and since I did not sign up for more than 3 months. TDS refused with the explanation that they cannot prorate the bill and I had to pay $61.90. I explained to TDS dispute **** I should not have to pay for a service they did not provide. The agent told me he will get a supervisor, placed me on hold for 30minutes and hanged up.

  Business Response

  Date: 10/19/2022

  An advisor contacted ****************** to discuss his concerns.  A courtesy credit of $25.15 has been issued and set top box return charges have been waived.  Additionally, a credit was issued for the late fee that was included on his 10/22/22 statement.  We apologize for the inconvenience.

• Initial Complaint

  Date:10/10/2022

  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.

  At first I could not set up an account online because the information did not match up. I got that fixed months later. Now I can log in. The way the website i set up a computer cannot save the password because they are on 2 separate pages.(username/password)You click the forgot password link and then it says call a number. Then you have to hope you get to the right team to reset your password.This looks like an attempt to make customers give up and make payments through methods that would incur a fee

  Business Response

  Date: 10/20/2022

  Response to file# ********.
  
  Our **************** senior advisor contacted **************** to go over the account password manager.I would like to point out that some billing and MyAccount changes/improvements will be occurring in the coming months for our *********** customers. Customers will be notified before any changes occur.
  
  Thank you.

• Initial Complaint

  Date:10/09/2022

  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.

  In November 2021, I signed up for a TDS internet/tv/phone bundle which was eventually established in March, 2022. I tried to decline the land-line phone service but was told that in order to get the best free deal, a phone number would need to be assigned that I would not have to use (Acct # ************). On June 7, I called TDS customer service to disconnect phone/TV, but I kept internet. She said the cutoff for the next bill wasn't until June 22 and encouraged me to disconnect the day before (21st) instead of losing those two weeks, which I did. For the remainder of the summer, I received two bills: $46.53 for PHONE, which I never used and thought was disconnected, and one for internet (under a new account number *************. Another ******************** rep said I had to pay the partial month for phone since it was billed after my "free" period. I have called no fewer than 15 times since June to resolve this issue, each time believing I was talking to a supervisor who assured me that it was fixed.In July I received a bill for $185.83; my internet was only supposed to be around $80. When I called again to ask why the bill was so high, I was told the 'delinquent' phone bill was rolled into my new account, and the only way to keep my internet service was to pay the full bill (which I did). I was angry but thought it was finally over. Now I have a collection agency contacting me YET AGAIN to pay the $46.53. I have spent approximately ***** hours on the phone with TDS reps who either 'don't understand' why I am getting bills, or those who say "oh, it's been fixed, don't pay it.' I know CSRs get dinged for letting customers cancel, but this is ridiculous. Not only have I overpaid a bill, but now a collection agency is after me. TDS has hung up on me the past three phone calls (two hours each!) and I refuse to pay for something twice which I did not even use once! I have been told each time my call was being recorded 'for training purposes.' They surely have phone records of this.

  Business Response

  Date: 10/13/2022

  Were sorry to hear of Ms. ******* dissatisfaction. A credit request of $45.63 to remove the balance from collections has been issued and should be reflected on her October billing.This issue is considered resolved and we apologize for the inconvenience.

• Initial Complaint

  Date:10/07/2022

  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.

  I have been trying to get service to my home for over a year. Twice I have taken off work waiting for a technician to come install. Twice they haven't shown up. The right of way is cut. The poles are in place and my nearest neighbor has the service. Yet I can't get the service because they refuse to run the lines. They are the only provider in my area.

  Business Response

  Date: 10/18/2022

  Response to file# ********.
  
  I apologize for the delay to install service. We do not need to run a line to Mr. ***************** There is a network capacity issue and we have a project well under way to resolve that. We were able to find a way to install service for *********************The appointment is now set for 10/24/22.
  
  Thank you.

• Initial Complaint

  Date:10/06/2022

  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.

  To TDS, I have had some of the most unacceptable customer service since JULY! I called because I was approved for the *** program in JULY to remind you they took all my Application Id and other info and Ive even called back numerous times to make sure it will be applied yes no worries its good to go NOT Ive never seen any amount deducted for *** on my bill ive called and spoke with numerous reps and I mean numerous !!!!!! They have no records they tell me of anything yet they keep having me give the *** information nothing has been done since July!! So I called and spoke with a supervisor she then applied again thats like the 3-4 time for acp and nothing yet no updates or anything Ive been waiting for this since JULY they said I would see it and I Havent!! I am highly upset with this company and I will tell everyone about this company your employees are straight up liars!! and laugh it off like its no issue well we will call you back and let you know yeah right Ive been patient since July !! well as of OCT 5 -22 you have lost a customer! I will also be callling the *** again to file another complaint !! Also I called too on 9/26 and spoke with ***** she took again my acp stuff again and again like all the other reps have and still got nowhere none of the reps know what Im talking about also she promised me a 60 dollar credit for issues on the 26th wrong !! That was a lie!! The supervisor put threw a call review to listen to see it thats what she said! Anyways Im fed up with this company again I will file another *** complaint! As of now the account is disconnected oct 5 22 I called and had it disconnect ! TDS is terrible and I dont think I should have to pay for the month of September!! It should be waived due to all this!! Done!!!

  Business Response

  Date: 10/18/2022

  Response to file# ********.
  
  On 9/26/22 ************************ completed the *** enrollment process which includes a Program disclosure requirement. The *** credit was added to the account on 9/27/22 after successful enrollment into the National Verifier system. I apologize as it is not clear whether there was any kind of system failure with the enrollment or a miscommunication from our **************** team about what was required to be able to enroll in the Program when he first called about getting enrolled in ***. Unfortunately ************************ cancelled service on 10/5/22. On 10/13/22 ************************ called about the final bill. Our **************** advisor informed that he would see adjustments on his upcoming bill.
  
  Thank you.

  Customer Answer

  Date: 10/19/2022

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

• Initial Complaint

  Date:10/05/2022

  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.

  I am a customer of ********************** I currently have There internet service I on the month of August 5th and 6th I attempted to pay for my internet bill through the company phone payment service and the system was broken both days and I wasnt able to make a payment on the 7th I called again asking for help the only way it worked is if they stayed on the phone until I completed the transaction The following month the same problem with the phone system On September 7, ********************************************************************************************************************* and we proceeded to make the payment on my account as we were talking the representative ordered me cable T v service to add to my internet service making my bill even higher so I refused the offer he seemed a little upset about me not accepting the deal on September 15 I received a message that my bill is $88.00 I called them asking why I should pay this amount they told me my payment was rejected but I called my bank and they said the payment was made to them $60 on October. 5 th they charged me 90$ they just keep coming up with. Extra charges

  Business Response

  Date: 10/13/2022

  We are sorry to hear of Mr. ********* dissatisfaction. Our advisor spoke with ******************** on 10/11/22 and reviewed payment issues and options. Additionally, his ACP credit was confirmed. This issue is considered resolved and we apologize for any inconvenience.

• Initial Complaint

  Date:10/04/2022

  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.

  Last Summer (2021 ) a TDS agent came through our neighborhood door-to-door asking to sign residents up for TDS fiber optic that was coming through our area in a few short months . The person said that if we put a refundable deposit of $25 that I would be among the first to get my house connected when they are in the neighborhood. If i should change my mind on TDS that I can get my $25 refunded. On about July I called TDS to get my $25 refunded because they are still not wired into the neighborhood, but they could not locate me in their system. They took my information to escalate it to another **** for investigation whom I have never heard from since , I also was never provided that departments contact info.

  Business Response

  Date: 10/14/2022

  Response to file# ********.
  
  Mr.******** registration fee has been refunded. I apologize for any miscommunication or misunderstanding about the refund and his original request.

  Customer Answer

  Date: 10/14/2022

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

   

  I have not been refunded of any amount . TDS also has not contacted me about a refund payment . 

  Business Response

  Date: 10/26/2022

  Follow up:
  
  I apologize that the refund has not yet been received. Our records show that it had been submitted for refund. We will resubmit the refund. 

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair 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.

  In 2020 a flyer from TDS Fiber was mailed to my home regarding upcoming internet services in my neighborhood. The company solicited a $25 registration fee to "lock in" an internet bonus offer for highspeed fiber internet at a special price. They have a website that lets people look up their address to see when the service will be installed in their neighborhood. I checked the website today and there has been no change in status for 2 years. The site shows they "intend" to build in my neighborhood, but no start dates are offered.I paid the registration fee back in 2020, which is refundable if TDS does not build in my neighborhood. As of today, TDS has not started installation in my neighborhood, so I contacted them via their CHAT option on the website to request a refund if they are not going to install in my neighborhood. The representative, ********************************* , answered my install date question: "The services has not been launched yet the installation date is unknown." I asked what neighborhoods were launched but she would not offer any information without a specific address. I said I wanted a refund of my registration fee, but she said it is not refundable. Per the flyer, the fee is refundable if TDS does not build in my neighborhood. I want a refund because I believe TDS has no intention of ever building in my neighborhood.

  Business Response

  Date: 10/11/2022

  Unfortunately,there have been some delays with our construction projects in the *****, ** area.  ************** request, we have canceled her registration and have requested a refund of the registration fee.

  Customer Answer

  Date: 10/11/2022

  [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:10/03/2022

  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.

  I disconnected my TDS DSL account *************) on 8-1 and returned the router to TDS on 8-6, one day after receiving the return mailing box. I got an email from TDS saying TDS received my payment of $71.80 on 08/07/2022 - after the disconnect date.The August bill reflected the payment of $71.80 which was the total due for service for **** through ****. A prorated modem credit for $7.03 for 8-2 through **** was given, but prorated credit for the other charges was not given. When I brought this to TDS's attention, they responded, "TDS does not pro-rate the 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."In addition to their not providing credit for the other services, the $7.03 credit on the August 22 ******************* has not been returned. I was in the telephone industry for 20+ years. In every company I worked for & for every company from which I received service, the serving company always pro-rated all advance billed services at disconnection. Based on their providing credit for the modem, TDS knows how this works. There is no justification for crediting some, not all, services.I expect receipt of the $7.03 credit plus credit for other services billed for 8-2 through ****, the same period for which credit was given for the modem.

  Business Response

  Date: 10/14/2022

  Response to file# ********.
  
  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 (eg Spectrum, AT&T,CenturyLink/Lumen). 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."We have issued a refund for the -$7.03 credit balance on the account.
  
  Thank you.

  Customer Answer

  Date: 10/21/2022

  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 absolutely reject their response.  I don't care what major carriers are doing &/or how they're lobbied to get laws in place to favor their business practices.  Phone companies have traditionally prorated services in/out without question/exception.  Their calling internet a "subscription" is a play on words.  The sentence that really got my goat is this, "It is the customers choice to cancel before the end of the subscription month and not use the full month that we offered."  What arrogance.  With most rentals working on a calendar month basis, their using a billing cycle that conflicts with that reality is lazy, out of touch with reality, and no doubt revenue focused.  I used to respect TDS.  No more.  And I'll share that opinion for the remainder of my life. 
  
  Regards,
  
  *********************

  Business Response

  Date: 10/27/2022

  Follow up:
  
  I am truly sorry that **************** is dissatisfied.  

  Customer Answer

  Date: 11/02/2022

  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.
  
  Typical weak/limp corporate response.  TDS has confirmed their lack of customer service.  Feel free to close this complaint. 
  
  Regards,
  
  *********************

  Business Response

  Date: 11/03/2022

  Follow up 2:
  
  Again, I am sorry **************** is dissatisfied.

  Customer Answer

  Date: 11/08/2022

  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.
  

  When I was in the private TeleCom business decades ago, I often worked/interacted with TDS.  At that time, they were a customer focused business.  ***************************, Founder, must be rolling over in his grave.  I hope TDS is happy w/ their pound of flesh. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/03/2022

  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.

  I started service with TDS in June 2022 and on advanced billing for services. My internet has been around $73.00 a month. In September I added TV services which I was told would be about $70 bucks. I received a bill for $224.78. In the bill, I was charged double for internet services, I was charged for internet already paid for through advanced billing, I was charged for regular internet AND promotional internet AND charged for the television services. When I called, I was on hold for 40 minutes. the lady I spoke to told me the reason I was charged was because my 36 month promotion had ended. I advised her I had only been with TDS for 4 months so how could a 36 month promo end?? she then said, oh your right, and I see where you were double charged and I will transfer you to our other department to get a "ONE TIME" credit. I don't need a one time credit!! I need my billing to be correct!! I also am being charged for "telephone" services and I notified TDS that I don't have any phone service. They sent out a tech and I was advised that he cannot give me telephone but that it was part of a promotion so I have to just keep it in order to have the promotion. But, I am paying for the phone service AND FEDERAL TAXES on the phone service that I DO NOT have. This should be illegal!! I have now been on hold for 2 hours.. that's right.. 2 hours to get help and still on hold! this is absolutely ridiculous!! My bill is so messed up. I also sent an email to TDS asking for help and they say it will take several days to get back to me. I need someone to contact me, go over my bill and credit me and charge me the CORRECT amount! absolutely ridiculous. This is taking advantage of customers!! Phone lines are so clogged up with TDS because they are scamming people. I want a professional review of my bill immediately. I will pay what I agree to and for serviced I receive but nothing more!

  Business Response

  Date: 10/10/2022

  Our advisor spoke with ****************** and reviewed the billing error. The error was corrected and will be reflected on her next bill cycle. She was advised that her monthly recurring charge will be $ ****** plus taxes and she was satisfied. This issue is considered resolved and we apologize for the inconvenience.