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

  512 120th Ave Holland, MI 49424

• 

  TDS

  PO Box 331 Linden, IN 47955-0331

• 

  TDS Telecommunications Corporation

  PO Box 129 Nelson, GA 30151-0129

• 

  TDS

  10201 Upper Ridge Way Knoxville, TN 37932-3348

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:01/28/2025

  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.

  Hello I have been trying to get internet service connected for my son at his new apartment that he shares with his sister he is disabled so I am his caretaker that pays his bills so when I called to set it up they said it would have to be put in his name because I'm not on the lease that is OK no problem my son talked to them gave them all his information they requested for his lease and identification to be sent in showing when he moved in so I sent them the information and now they said denied because my daughter is on the lease with him and I didn't send her information in I tried to explain to them she is not asking to be on the account she is just a resident there she has never had service with them and not asking for service with them so therefor why do you need her ID she has nothing to do with an account that my son is applying for that would be like saying everything someone signs up for would have to have everybody's name on the account that lives with you that does not even make since at all I have requested multiple times for a supervisor to contact me and still have not received a call from anyone I would like to speak to someone as to why my son is being denied

  Business Response

  Date: 02/03/2025

  TDS does have a pending order for ******* *********. Due to a balance at the address, TDS requested Proof of residency. When that information was received, it was not complete, missing the signature page of his lease. Also, TDS wanted to be clear and verify what names were supposed to be listed to his  account. Our supervisor did try to contact Ms. ********* and left a voice mail to contact TDS to review what was needed. We do apologize for the misunderstanding. Thank you

• Initial Complaint

  Date:01/28/2025

  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.

  We pay TDS for high speed internet and television service. We have had no service in seven days (beginning 1/21). No internet and no TV. They claim a construction company damaged their fiber optic cable. They do not respond to calls or emails and will not give us an answer if service will ever be restored. Many people in our neighborhood work from home and this is keeping all of us from doing our work.

  Business Response

  Date: 02/10/2025

  TDS did have an outage, our field service technicians and contractors had to bore under the interstate to replace our fiber lines.All repairs have been made and service restored. For outage notifications we utilize outbound calling, Mr. **** did speak to our repair team. TDS added a repair credit to Mr. ***** account in the amount of $151.48 for the outage. We apologize for the inconvenience.  Thank you

• Initial Complaint

  Date:01/24/2025

  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.

  We signed up for their TV package to add onto our internet package. We were told multiple times we were getting their Explore package for $115/month for 2 TVs WITHOUT a long term contract (month to month). When our system arrived it was only for 1 TV and was a lower package than the Explore. It also had a sheet that said it was a 1 year contract. We called and they stated they were sorry and could give us the Explore package for 2 TVs WITHOUT a contract (month to month) for $20 more ($135 total). Another package came and it was only for 1 TV and now stated we have a 2 year contract. We called again, and they said they can give us what we want for an additional charge. Due to the lying multiple time we just cancelled everything. This was all within a a week or two period. They are not trying to charge us for a full month's service for the package we never signed up for ($200).

  Business Response

  Date: 01/29/2025

  Our supervisor reviewed records for Ms. ******* ***** ****** is not listed to the TDS account. ******************** has made adjustments to this **********. ****** can contact TDS at ************ for any updates. We apologize for any miscommunication. Thank you

• Initial Complaint

  Date:01/14/2025

  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.

  My account was closed when I moved in 2022. I returned the equipment after the last service month ended and Im still getting charged $160 for unreturned equipment. Called in to customer care and they said theres nothing they can do even though I have returned the equipment.

  Business Response

  Date: 01/17/2025

  Our records indicate that TDS did not receive the rented equipment back.  As a courtesy, we have adjusted the account in the amount of $160.50 to zero out the balance owed. Mr.Price can disregard any further billing. We apologize for the inconvenience. Thank you

  Customer Answer

  Date: 01/17/2025

  [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:01/10/2025

  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.

  On January 1, 2025, (Posted January 3, 2025), TDS Telecom charged me $140.43, even though I tried to cancel my service and remove my billing info. TDS demanded a PIN I dont have, making it difficult to proceed. They were obstinate and refused to help finalize the cancellation. I have moved to a new address and do not need their service. Despite multiple attempts, TDS remains unresponsive and continues billing. I want them to stop future charges, confirm cancellation, and issue a refund.

  Business Response

  Date: 01/14/2025

  Ms. ******** account was disconnected on 1/10/25, per her request.  She can disregard her bill dated 1/16/25, as her account is paid in full with her last payment to TDS dated 1/01/2025. Her online access has been deleted, she will receive her final billing by paper statement.  We apologize for any inconvenience.  Thank you

• Initial Complaint

  Date:01/07/2025

  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.

  Upon reviewing new service options in my area, I made the relatively easy decision to cancel my internet service with TDS on December 3rd. I had been billed ***** for service from November 22nd through December 21st. Upon cancelling, I was told that an adjusted bill would be sent out, and no further other information was given. The bill I received was a non-itemized bill for the full amount that was owed. Upon calling to review the charges I was told that they do not offer partial refunds. When the issue was escalated to a dismissive supervisor I was told the service is subscription-based and I was responsible for the full amount. The attitude and script from the supervisor made it clear I was not the first ****** who has called about this issue. I was also told the information about their billing practices was in my bill. He was kind enough to tell me I should have been notified of their subscription billing when I canceled. I requested a new, itemized bill so I could see the charges and the information (admittedly I pay online without reading the bill). I received a photocopy of my previous November bill that had an erroneous late charge that was already waived. Oh well. Upon reviewing the bill I saw there was a note that most service is subscription-based though it wasnt clear which services were or if mine were. If Im being asked to parse the fine print I would hope the company would have clearer language to protect their bait and switch tactics. I could have solved this earlier but my online billing access was immediately revoked. For this reason, as well as the reason I didnt receive service from December 4-21 and was not notified I would be financially responsible, Im requesting a refund of $52.73 and more importantly, an edict for TDS to use clearer and more prominent language on their billing practices.

  Business Response

  Date: 01/15/2025

  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. Our Terms of Service state "5.5 Subject to any restrictions under applicable law, you shall be responsible for the full monthly charges (without pro-ration) for those Services you subscribe to on a monthly basis, even if you terminate such monthly Services before the end 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 lists account activity for the billing period including products/services received and associated fees. 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 apologize for any inconvenience.

  Customer Answer

  Date: 01/15/2025

  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.
  
  As explained in my initial complaint, there is no clear language on the bill describing the unique billing structure that TDS uses, nor was there any indication that I would be responsible for paying for the entire month from the representative I spoke with when I initially called to cancel. As dismissive and unhelpful as the supervisor was when I first called for an explanation, he did say I should have been notified that this very unique and unusual "subscription" billing was used. Were I to have known about it, I would likely still have canceled but wouldn't have had to raise the issue further. I accept now that the supervisor was mistaken when he said the information was printed on the bill. What he must have meant (I can only assume, again, he was very irritated as if he has to deal with these types of complaints frequently) is that I was expected to type out the url for the terms of service and read to the very end. That certainly places a level of blame on me, which I can accept, I only wish the information printed on the bill that I was directed to by the supervisor didn't conflict with the legalese of the **** It seems simpler to print that information on the bill, though I do understand why they would choose not to make it clear. 

  At this point my concern is the number of other customers that don't have the time or resources to raise this issue. It feels predatory and wrong that TDS would pull such a bait and switch on their customers and point to a clause in their TOS that conflicts with the information printed on the bill. Additionally, in the response TDS called this type of "subscription" billing the norm in the industry, though I have never experienced it in the past. My new service provider does not use it, nor has it been an issue with any other telecom company I've used in the past. It certainly feels to me like they know what they're doing and why they're approaching it this way, and I am of the belief that it is wrong, which is why I'm escalating the issue to the BBB.
  
  Regards,
  
  **** *****

  Business Response

  Date: 01/29/2025

  On each monthly TDS billing statement, located at the top of the first page states, Terms of Service apply to TDS products and services. To review, visit ************************************************************************; Competitors in Mr. ****** area have in their TOS, If you terminate services prior to the last day of your billing cycle,then you will be charged for the full last month of service with no proration or credit and another company in his area state, Unless Subscriber cancels service on or before the last day of the current monthly subscription service period,Subscriber will be charged in full for Services the next monthly subscription service period. We do apologize for any misunderstanding about our billing policy. Thank you

• Initial Complaint

  Date:01/07/2025

  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.

  On January 5th I got a notice of almost $250.00 taken out of my account. So I called and was informed it was going to take 60 days by check for my money to possibly be returned. If they just took it out of my account why is it taking two business cycles and coming by CHECK when they just removed it 2 days ago. I couldnt get a clear answer as to why this is the case. Im in graduate school and needed it for my tuition. Now I may not be able to pay my tuition because of their careless practice of not recording that my items had been received and back at their center. While having them I did have an issue of my bills increasing and decreasing randomly and could never get an explanation on it as well. I wouldnt recommend TDS with the issues I have had with them.

  Business Response

  Date: 01/24/2025

  Ms. ****** refund was processed by TDS in the amount of $218.50. She will be receiving that by mail in approximately 3-4 weeks. We apologize for any inconvenience. Thank you

• Initial Complaint

  Date:01/07/2025

  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.

  We recently schedule a transfer of service to a new home address. We were not told that our autopay would be cancelled. Therefore our 12/26/24 payment was not processed. Noticing this, I made the past due payment to the account 1/2/25. Our move date was changed and we called to update this because the internet at our home went out as previously scheduled on 1/4/25. Today when I called I was given the complete run around. I was told that we need to pay our 1/26/25 bill before the financial hold could be removed from the account. I was also restricted from doing so online which meant I had to pay an additional unnecessary fee. After speaking with 3 more people, I was told that our service would be back up in 20 minutes. That was about 5 hours ago and not only do we still not have service, there is still a financial hold on our account. I typically have a pretty decent experience with TDS but today has really made me question if we need to start looking at other service providers.

  Customer Answer

  Date: 01/07/2025

  I would like to be contacted by the company to have the issue immediately resolved. I would also like to be refunded for the days that we have gone without service due to them cancelling our auto pay. 

  Business Response

  Date: 01/27/2025

  On 12/24/24 the customer asked to move service on 1/6/25. On 1/6/25 the customer cancelled the order to move service. Unfortunately, the process had already begun to remove service from the old location. This necessitated an order to reconnect at the old location. The customer called on 1/7/25 when service was not yet restored.Service was working again by the time the advisor brought up the account. I apologize for any inconvenience with this order process. Our **************** senior advisor attempted to reach the customer to go over the account and left voicemail messages. 

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday December 20th TDS disconnected my internet service for late payment. As soon as I was aware I called and paid the full amount $206.99 + a processing fee of $4.80 They said as soon as I made payment they would get the device reconnected maybe 15 minutes. They then transferred me to a department that was asking very strange questions. It turns out they had completely canceled my service and were setting me up for a new service at a much higher dollar amount in our original contract. Ok I guess if that how they handle this. Then they stated it would be three business days before they could send out new equipment. I also received an email saying my self install kit was on its way. I called and spoke to a supervisor and they said thats ridiculous. The service would be turned on immediately after the service was not restored. I called and spoke to another supervisor who said it would be done by 9 AM on Saturday and if it wasnt to call back it was not restored by 11 AM so I called back and they said it would be Monday. Monday the service was also not restored so I called and spoke with another supervisor who said Monday was not over. Its Tuesday now and the service is not restored and they are saying it will be Friday. Not only is it ridiculous to have them reenable the service within a week, but they have also lied. Every time I have talked to them just stringing me along. I even asked them to review the notes and previous calls because I have been being treated horrible and lied to and just told tomorrow tomorrow tomorrow. I work remotely, so it is extremely difficult because I must drive three hours a day to go into work because of the lack of Internet. Just wanted them to be straight forward and honest but they dont respect or appreciate their customers enough for that. 27 calls 26 different people including 7 supervisor and everyone of them lied to my face.

  Business Response

  Date: 01/10/2025

  The last payment made had been on 9/27/24, which cared for the August bill amount. The account was past due by two months when we issued a disconnection notice on 11/26/24. The customer had a pay-by date of 12/5/24 to avoid suspension of service. Mr. ******* also subscribed to billing email notifications. We sent reminders of payment due dates and past due reminders on 11/8, 11/15, 11/26, 12/9, 12/16, 12/*******, on 11/29/24 our Financial Services left a reminder voicemail message about the pay-by date to avoid disconnection. No payment was received and service was suspended on 12/9/24. On 12/20/24 service was permanently disconnected for non-payment. Mr. ******* called to make payment on 12/20/24 and to reconnect service. This required a new service order and our Sales and Service supervisor was not able to guarantee that service could be reconnected immediately due to it being a Friday. The order was processed, but it seems service was not working. On 12/26/24 Mr. ******* contacted Repair. We sent a technician to investigate as service should be working; however, Mr. ******* asked to cancel and returned the equipment to the technician. The new account has been cancelled and the old account is final/paid in full. We apologize for any miscommunication or misunderstanding about the reconnection process. 

  Customer Answer

  Date: 01/10/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***** *******

  Customer Answer

  Date: 01/10/2025

  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 

  The major complaint was the numerous lies told by numerous employees stringing me along, including, but not limited to when I made the payment to have the service restored immediately after that it was lie saying tomorrow tomorrow tomorrow for a week and then telling me they couldnt have a technician for another week because the service couldnt be restored. that is when I decided to switch companies. They have taken no responsibility, including in the response receive and it is a disgusting way to run a business and make customers feel important.
  
  Regards,
  
  ***** *******

  Business Response

  Date: 01/21/2025

  I am sorry Mr. ******* had a poor experience with reconnecting service.  

• Initial Complaint

  Date:12/22/2024

  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.

  Since they came to my area, they have been mailing me flyers incessantly wanting me to sign up with their company. They were in my yard unannounced and uninvited laying cable, etc., and have innundated my mailbox with their **** mail telling me to switch to their company. They even sent it to my DAUGHTER who used my mail address ONCE!!! I want this company STOPPED from sending me ANY MORE MAIL FROM **** TO MY MAILBOX. NO MORE MAIL FROM TDS!!!

  Business Response

  Date: 12/27/2024

  We have added the ******* to our no solicitation marketing list. It typically takes about 4-weeks as some campaigns have already been processed for printing and mailing.