Business Profile

Telephones

TDS

Headquarters

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Complaints

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

Customer Complaints Summary

611 total complaints in the last 3 years.
129 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/20/2022
Type:Billing 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 had my service with TDS disconnected on Oct. 15, 2021 (landline phone and internet). I was paying my monthly bill through auto pay on a credit card. They continued to charge my card after this. I disputed this $79.98 charge with my card company, and they sent me a letter on Dec.20, 2021 that the dispute was resolved in my favor. However, since November of 2021, TDS continued to send me a monthly update (invoice) indicating I owed them $79.98. After countless calls to their specialists nothing has been resolved. I've been transferred, disconnected, more times than I can count and have been on the phone for hours. In some cases, the specialist has not even been able to find that I owe them anything ... she said my account shows a Zero balance. In other cases, the specialist told me I owe this amount for Oct. 22-Nov. 21. I was no longer a customer at that point! I went so far as to send TDS a letter on August 1, 2022 detailing the above, along with a copy of the letter from my credit card company indicating the settled dispute. No response from TDS . On August 12, 2022, I received a letter from a collection agency (*****) which is now calling me and sending letters. I returned their form indicating "this is not my debt", along with a copy of the dispute settlement letter from my card company. No response from them other than them resending me the invoice from TDS for $79.98. I don't know where they are getting this charge from?
Business Response
Date: 10/03/2022
Response to file# ********.

Service was disconnected on 10/15/21. Unfortunately, due to our bill cut-off timing,this meant that October 2021 statement did not reflect the disconnection and showed charges for service 10/22/21-11/21/21. This would be adjusted with the subsequent November 2021 statement. The October 2021 statement amount was $79.98 (10/22/21-11/21/21), which ****************** did not need to pay. ****************** paid $79.98 on 11/7/21. The November ************************************************************* October and showed a credit balance of -$96.47 due to Ms.******** ******** This amount was issued as a refund on 12/16/21. We then received a **************** charge-back for $79.98. Because we had already refunded -$96.47, we needed to bill this as a debit/adjustment. As the old phone account was already inactive due to the refund being issued, we set up a new account, 071-013-0154, to do that. ****************** owes $79.98 because of the refund we provided (-$96.47) which covered this amount & the remaining final adjustments. Had ****************** not paid the October 2021 statement, then we would have only refunded -$16.49. As ****************** did not pay the final balance of $79.98 on account 071-013-0154, we issued a final collection notice. On 8/4/22 we referred $79.98 to ******************************** *************). The final balance is correct for services provided through 10/15/21.

Thank you.
Customer Answer
Date: 10/06/2022
[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:09/19/2022
Type:Billing 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.
Service started on 01/14/2022. I signed for tdstv.com/offer ****. The promotion stated internet and tv for $60/mo. for 2 years. On the billing they are giving me a 24 month credit for internet service but only a 12 month credit for tv service. I questioned them about this and was told this would be corrected later on. When I called again last week, I was told by a customer service employee, ******, that I was told when I got the service that the ** promotion is only 1 year. Not true - this is the first time I was told this. The enclosed offer states INTERNET and ** for 2 years not just internet. My account number is ************ for ********************. I want my bill to show a 24 month credit for both not just internet.
Business Response
Date: 09/22/2022
We are sorry to hear of ********************** dissatisfaction. Our advisor spoke with ******************** on 9/21/22 regarding his TDSTV promotion dates. His promotion is dated through 1/14/2024. We apologize for the inconvenience.
Customer Answer
Date: 09/22/2022
I had filed complaint # ********. TDS called me Sept. 21 and ***** told me I do have another 12 months of credit for TV service starting Jan. 2023 until Jan.2024. Was told it would show up in the billing at that time. If this is what is going to happen, then I am satisfied with the outcome. Thank You, *****************************
Sent from ***************************** (*****************************)

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*****************************
Initial Complaint
Date:09/18/2022
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.
Faulty Equipment - constantly Illegal shut offs - too many times to count Overpaid for services never rendered- for 15 yrs Inadequate Staff - *customer service horrible *Never can get a Manager or Reg. Manager to take care of the problem. *Always stuck with low level customerservice staff * Most staff were not properly trained for position.I cannot in good consciencesend you any reports until we have talked. Please contact then we can go through the proper channels. Thank you.
Business Response
Date: 10/03/2022
Response to file# *********

There are multiple accounts past and present, I asked a senior advisor to review the accounts and follow up with Ms. ******* On 9/26/22 our senior advisor ***** left messages on 9/26/22 and 9/27/22. She will try again. On 9/27/22 Ms. ****** contacted Repair with phone trouble. She complained of unresolved service issues and Repair provided a courtesy credit of $53.00. On 9/28/22 ************** completed a repair. I apologize for the inconvenience.

Thank you.
Initial Complaint
Date:09/18/2022
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.
We were previously paying TDS $40 a month for internet. About six months ago the monthly bill was increased. Each month I would ask why and I was never given a straight answer. It was always a different amount and always more than $40. Last month it finally went back to $40 but now this month its gone up to $57 and I have no idea why. They are extremely difficult to deal with and I am beyond sick of it. The people I speak to on the phone dont seem to know why the price is increased or why its always a different amount. I would be happy to pay the $40 I had been paying for over a year. This doesnt seem to be a price increase because the amount is always different. Its ridiculous that there own staff cant explain it and they certainly cant fix it.
Business Response
Date: 09/28/2022
Response to file # ********.

Service was established on 9/30/20 where we offered new customer promotional rate for ******************** service for two years at $40.00/month.The promotion concluded on 9/29/22 and the regular retail rate of $59.95 applied along with a Cost Recovery Fee, which was waived under the promotional term. On 9/23/22 ************************ spoke with our senior advisor/supervisor to ask about matching the Spectrum promotional rate. We offered a one-time credit of $43.00 for the customers dispute about service and we offered a discount of $23/month to last 12-months. The reason why the September bill was more than $40.00 was due to the change from the promotional rate to the regular retail rate occurring on 9/30/22. The reason for the July bill amount being different was due to a charge for a late payment and two adjustments for late payment charges. The reason for the June bill being more is due to a late payment charge and a credit card charge-back for the May payment being changed/disputed. The reason for the May bill being different was the removal of the ***** charge and a one-time credit of $25.90. Each bill comes with a detail of the dates covered for the charge, a description of the charge, and the charge amount.

Thank you.
Initial Complaint
Date:09/15/2022
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.
TDS billing errors, service errors. TDS mistakenly closed my account. It took 3 days and over 4 hours on hold to finally get that issue resolved. It was because TDS assumed just because I ported my VOIP number I wanted to discontinue all services, not that they asked or confirmed. Now I'm getting double-billed, one for the old supposedly closed account, and now an additional bill covering the same period for the new account TDS had to set up to handle their first error. I don't have the time to spend now over 5 hours dealing with their terrible customer support to resolve this. I would like to know which **** to pay and get a consistent explanation of why they couldn't fix a simple error on their part.
Business Response
Date: 09/23/2022
Response to file# ********.

I am sorry ************** experienced difficulty resolving this issue. It is industry standard that all service is disconnected when a portion of a bundled service is ported/cancelled. Unfortunately, we previously were not aware that ************** wished to port his number to another provider & wanted to unbundle the phone/internet package. Bundled internet and standalone internet have different rates as we offer discounts for bundling services. On 9/15/22 ************** called about the billing that covered the same billing period of the bundled and the standalone internet plans. Our advisor provided a $50.00 credit for the $44.97 over-charge.

Thank you.
Initial Complaint
Date:09/14/2022
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.
After receiving approximately 25 pieces of promotional literature from TDS, I was approached in person . This was December 14 2021 . I paid a $25 deposit and was told service would be installed by mid Jan. 2022. This was a ***** and Internet package. In successive months , The sales reps ***** was inactive with no forwarding. I called customer service for a status check 5 times. In august, I was told that "I fell through the cracks" and I should make an appointment to install. Today was the day and the technician showed up on time. As I confirmed service, he said he had an order for Internet only and I should make another appointment for *****. I cannot be without a ***** and this is unacceptable. I would never recommend this inept, useless company to anyone and I want my deposit returned without wasting my time with "customer service"
Business Response
Date: 09/23/2022
Response to file# ********.

I am sorry to hear that there was miscommunication with the order and ************** is so dissatisfied. ************** cancelled his order. We are issuing a refund for the $25 registration fee.

Thank you.
Initial Complaint
Date:09/14/2022
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.
This is the third month in a row that my TDS internet connection has been disrupted due to a thunderstorm and has been out of service for multiple days or weeks continuously. The price is ridiculous when compared to other providers but no other provider will service our area. This company is unreliable. This is the third month in a row I've had to have a technician come out after a thunderstorm and it is always scheduled a week out. This is poor service and not reliable at all for my 100 dollars a month that I pay.
Business Response
Date: 09/12/2022
Response to file# ********.

On 7/19/22 there was a power issue that caused an outage. On 8/30/22 there was an outage due to another power issue. **************** reported internet service trouble on 8/31/22.We dispatched ************** who found that the modem had been damaged from lightning. We are adding a credit of $25.00 for the inconvenience of the service interruptions. I am sorry **************** is dissatisfied. Alternative providers could include satellite providers (ex. ViaSat, Hughesnet) or wireless providers.

Thank you.
Business Response
Date: 09/14/2022
Response to file# ********.

On 7/19/22 there was a power issue that caused an outage. On 8/30/22 there was an outage due to another power issue. **************** reported internet service trouble on 8/31/22. We dispatched ************** who found that the modem had been damaged from lightning. We are adding a credit of $25.00 for the inconvenience of the service interruptions. I am sorry *************** is dissatisfied. Alternative providers could include satellite providers (ex. ViaSat, Hughesnet) or wireless providers.

Thank you.
Initial Complaint
Date:09/13/2022
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 was a TDS customer with phone line to receive internet service in the rural area I live in. I was offered faster internet service at a significantly reduced cost by my cell phone provider. On 7/15/22 I called TDS to find out what the process was to discontinue my phone/internet service with TDS. Representative said it needed to be done by phone and stated that I would need to cancel by the 26th of the month (whatever month I was cancelling service) in order to avoid being billed for an additional month of services. I completed the switch over to the new service and called TDS today (8/22/22) to cancel TDS services. I was told that I would be billed for an additional month as new billing month starts today. I explained that I had called and talked to an account manager with TDS who I heard say that as long as I called by the 26th, I would avoid this. I recall repeating back to the rep, so if I call by the 26th, I won't be charged for an additional month; which he affirmed. She stated she doesn't know why that information would be given and initially offered to submit a request to have the phone conversation reviewed to resolve the issue; this process would take ***** hours. She then put me on hold to check with her supervisor if this could be resolved today. After talking to supervisor, *** stated there was no resolution and I would be charged for an additional month. I asked why the phone call with the first agent was not going to be reviewed, where I recall agent stated that the 26th was the date, and I repeated back, that if I cancelled before the 26th I would not incur an additional month of charges, she stated that there was no way to avoid being billed for the extra month of services. I purposefully called to learn the correct process for terminating the service to avoid this, followed the process that the company rep told me to follow, was then charged anyway and company is providing no resolution and refusing to review phone call on 7/15/22.
Business Response
Date: 09/20/2022
We are sorry for Ms. ******* dissatisfaction with her billing. A credit of $89.43 has been issued and will be reflected on her 10/22 billing statement. We apologize for the miscommunication.
Initial Complaint
Date:09/13/2022
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.
TDS will not repair our service. We have been patient due to circumstances in our area, but we are no longer able to put off taking action. Our phone service has been out for 7 weeks now. We have called numerous times. We were told it would be restored on September 6, when it was not we called and the soonest appointment we could get was September 15th. We called again to get an exception since they were going on trouble calls placed after our report and fixing those. On this call I was told my appointment was pushed back to the 19th. The tech also admitted that extra workers were added to the area, but they were getting to other customers who called in after instead of moving existing appointments up. We have asked for exceptions since we have no 911 service as there is no cellular service in my area with any carriers. TDS continually denies me any real answers, just that requests were "denied for not meeting the criteria" even though we have many reason to justify getting if fixed. We just request an emergency repair of our service and keep getting denied.
Business Response
Date: 09/20/2022
We are sorry for ******************** dissatisfaction with his service. ************** was dispatched and service was restored. A $45 credit has been issued and will reflect on his 10/4 billing statement. We apologize for the inconvenience.
Customer Answer
Date: 09/20/2022
[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:09/13/2022
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 cancelled my service in May 2022 and they charged me for **** of 2022. I have a $168.26 credit on my account which they acknowledge. After contacting them 4 times I have yet to receive a refund. They said it would take 90 days but it is over 120 days. They have told me the check has been issued but I have not received it
Business Response
Date: 09/21/2022
Response to file# ********.

The refund should have automatically been processed on approximately 8/22/22, but due to a systems issue this did not process on time. The bill showing disconnection of service was issued on 6/22/22. A refund would normally process 60-days later (8/22/22). The reason for the interval to refund being set at 60-days is to ensure that all final charges have applied as customers may be charged for non-return of leased equipment or there may be usage charges that are billed in arrears (ex. toll, pay-per-view, etc). We have submitted a refund request for the $168.26 credit balance. The request number is *******. I apologize for the inconvenience.
Thank you.
Customer Answer
Date: 09/21/2022
[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,

***********************************

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