Complaints

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

close

Find a Location

TDS has 52 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  T D S Metrocom

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

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: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.  

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently signed up for internet service with TDS, and the experience has been incredibly frustrating. Despite being told that service was available in my area, it quickly became apparent that this wasn't the case. The technician who came to install the service even pointed out that the necessary infrastructure hadn't been properly set up in my neighborhood. This was not only disappointing but also deceptive, as I was led to believe everything was ready to go. The lack of transparency and preparation on TDS's part has left me feeling misled and frustrated.

  Customer Answer

  Date: 12/18/2024

  I have no receipts to accompany my complaint as they were unable to set up service at my location

  Business Response

  Date: 12/30/2024

  Our fiber infrastructure is in place in the neighborhood within public utility easement, but the dropline that connects our infrastructure to the home would need to be placed.Unfortunately, our drop contractor cannot bury the line at this time due to the retaining wall at the residence. The line would have to bore-drilled and this cannot be done until Spring thaw. As facilities are underground, occasionally geographic/geologic or other impediments may mean that special construction is neededthis is an industry wide issue and not unique to TDS. TDS is willing to proceed when appropriate for this type of construction; however, Ms. ****** decided to cancel the order. 

• Initial Complaint

  Date:12/17/2024

  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.

  We are consistently being harassed by this company and its employees. They have used intimidation and deceit to try and access our property after unknowingly placing product on our property without our consent. They have trespassed and continue to violate it. Today two men approached and tried to intimidate me into letting them onto my property after I have already voiced my dismay for the company and that we have no interest in their service. They have been rude and disrespectful and their customer service is completely appalling. I recorded the conversation today explaining that my dogs are in the backyard they want to enter and he could bite them. They told me they would call the cops and get a police ******. This is absolutely atrocious. There has never been a formal request, work order, notice from the city about these services needing to be performed and I have requested multiple times they need to have proof before I will grant access. They have failed to show identification, no badge, no work order or anything to establish any trust. I refuse to allow someone with credentials onto my property and the use of intimidation against me, a woman, is completely unacceptable. They are threatening and I do not feel safe allowing anyone onto our property. This is a gross display of poor self control from this business and employees as I have already filed complaints. I saved the video of the interacting today for evidence of this disgusting unprofessionalism. We need to stop being harassed.

  Business Response

  Date: 12/30/2024

  Our ************* manager is looking into this with our drop contractor and network construction. Our local technicians wear a badge. The Public Utility Easement (***) runs on the backlot where the network cable and conduit were placed. Underground construction was completed by TDS contractor a while ago in this neighborhood. There may have been some maintenance request to access the cable in the **** There may also be other utilities that may need to access the **** I apologize if someone on behalf of TDS was not better transparent about the reason that they needed access to the *** and was unprofessional.

• Initial Complaint

  Date:12/15/2024

  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.

  On my October 2024 bill, the amount increased from the previous balances. When I contacted TDS' customer support, I was told that my promotion rate had expired. I responded back via email asking that it be extended but was informed by the customer service *** that it could not. However, I then called TDS' support line, as was told by the *** that the promotional rate IS in fact extendable. He also told me that he could not adjust the October bill since it was already posted, but my November bill would reflect the promotional rate plus the difference between the regular rate and promotional rate. However, the November was the same amount as the October bill. I responded back to TDS alerting to this, but again, their first level customer support person was provided inconsistent and unclear responses. I further asked that I be contacted by a TDS person that was above their first level support to address this. An individual did call me on my home number, which I do not have access to during the day. She also said that she would attempt to call me on my cell and office numbers, which I do have access during the day. However, I received no further phone calls on either my cell or office numbers. TDS support is only open during normal business hours, and not on weekends, so I cannot contact them after hours or on weekends when I am home. I informed TDS that I would be contesting the overages with my credit card company, but TDS is now attempting to collect the contested amounts without responding to my credit card's inquiry of the disputed amount. Further, they provided no respond, as per their policy, on why they are attempting to collect the disputed amounts. Per procedures posted on the monthly invoices, customers are not obligated to pay any disputed amounts until TDS responds accordingly to explain why they consider the disputed amounts to be in error. I stand ready to resolve this, but I need TDS to supply me with a direct contact with a direct phone number.

  Business Response

  Date: 12/30/2024

  The customers introductory promotion concluded on 11/3/24 as reflected on the October statement. The regular retail rate then began on 11/4/24. Mr. ****** contacted us about this and our **************** team offered to change to a different bundle plan and apply a discount of $25.00 off for the next year. A portion of the customers November payment was reversed in the amount of $123.19, which caused a debit to be added to the account by that amount. It may be that the customer intended to reverse $20 of his payment and not the bulk of the payment amount for the October bill. This caused a past due balance on the account. Our **************** senior advisor ******** attempted several times to reach Mr. ****** to go over his billing concerns. She has not yet received a response to her message.******** added a credit for a late payment fee to the account. She also would further assist by discussing a new promotion. 

  Customer Answer

  Date: 01/02/2025

  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 see the attachment for my response. Please forward this to TDS
  
  Regards,
  
  ***** ******

  Business Response

  Date: 01/10/2025

  Our **************** senior advisor ******** reached Mr. ****** on 12/30 who indicated that he did not wish to discuss the account with her. She was not able to go over the offer, which she felt would satisfy. Mr. ****** wrote in on 1/2 as it seems he wished to discuss only in writing. ******** sent an email to go over the promo offer and also inform about his upcoming move request. 

  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.
  
  While I will acknowledge that I spoke to ******** briefly on January 2nd, I informed her that at that time I was planning on invoking arbitration as of that time there had been no response to this complaint. Once I received the initial response, I them responded back to TDS proposing a good faith settlement, which ******** responded to via email. 

  Respectfully stated, I did not state that I did not want to discuss the issue with her. If you reviewed what I stated in the past on my communications, I simply just wanted a response in writing as I had been provided with conflicting information. Also, there was no mention in this response of the good faith offer nor the fact that I took upon myself to respond and offer it accordingly. 

  
  Again, respectfully stated, the responses that TDS is providing here do not accurately reflect the situation at hand. A simple written response or directing me to someone who I could contact directly could have resolved this issue initially and would not have led to the escalation of the situation that is present as now. TDS also refused to give me a way to contact someone directly and bypass the initial support tier, which I do not believe is too much to ask given the situation. While I acknowledge that I am certainly not perfect, I do feel like I made numerous attempts to resolve the issue up to this point, but TDS continued to perpetuate the issue. It was not until I filled this complaint that I finally got something in writing. 

  
  Nevertheless, I did response back to ******** via email that I would accept the price adjustment that she proposed, which is basically all I wanted in the first place back in October. I am rejecting this response only to request that the complaint stay open until I see the adjustments on my account. Once these adjustments are visible, then this compliant can be resolved to my satisfaction. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 01/16/2025

  Im sorry Mr. ****** is dissatisfied. To be able to have a dedicated account representative, Mr. ****** would need to subscribe to ******************* Our ************** team can assist with consumer issues via phone call, chat, and webmail/contact form from our website. I checked in with ******** & she is processing the order. 

• Initial Complaint

  Date:12/10/2024

  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.

  My business closed the first of september and I closed the account. I've yet to receive a credit of $523.29 for the balance that was overpaid. I have tried TDS **************** and have been giving a phone number to another company that asks for a card number that does not exist.Really like to have funds returned, as it has been past 90 days. Feel I have been reasonable, and don't want to take legal action. I have attached a copy the bill, to help expedite resolution.

  Business Response

  Date: 12/23/2024

  A refund check was processed on 12/11/24 by our vendor Northlane ************. Any questions about the check status or shipping can be referred to *********. Their Reference ID number is ****************. I apologize for any inconvenience or misunderstanding about the final refund process.

• Initial Complaint

  Date:12/05/2024

  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.

  10/31/2024 my internet service,tv and phone service was discontinued with TDS. Their supervisor ******* agreed not to charge my past 10/31/24 while my phone number was being ported. On the 31 my services were disconnected the internet was switched to another account, unfortunately I lost all my emails and my ********** account was closed. I couldn't access it. I received a bill for the full month of November for TV, internet and phone for this account despite receiving no services. I called TDS, tried to resolve the issue but the would only cut the $180.55 bill by $35 dollars because I was paying for the internet already on my other account. I was told because they ported my number I had to pay for a full month's tv service of which I didn't receive.

  Business Response

  Date: 12/18/2024

  Our **************** senior advisor added a recurring credit of $12 off for the next month (a value of $144) to offset the non-prorated billing for the TV service billed in dispute and left a message of explanation. We apologize for the inconvenience. 

• Initial Complaint

  Date:11/27/2024

  Type:Order 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 spoke to an agent of TDS about internet service deposit. She quoted me a different amount than what Im pay. I went on TDS website it showed 1gig for ***** but they are charging me 110 for 600 mps. Im not sure if it because of my voice. I spoke to ****** who said I signed a contract. Well when I spoke to representative if they listen to the call she did not give me a quote of ******. I just do not like how TDS does business. Why am I in a contract when they do no contracts . I did not ask for a contract. I do recommend this company. I hate bad reviews it just a *************.

  Business Response

  Date: 12/16/2024

  This is a business account. Our Business Sales manager reviewed and was not able to find a commercial internet service plan for *****. Ms. ***** signed a commercial service agreement. Residential service plans are different ratesand different promotions are offered. Residential service does not require a contract. The commercial service agreement is a written contract which shows the monthly rate and term length. Ms. ***** may add bundled services such as phone or TV, which could provide a promotional or bundled rate for the internet portion of the service. She may call Business Sales to inquire about the options and to go over the terms of the current contract. I apologize for any misunderstanding or miscommunication. 

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally paid an invoice from TDS in good faith when I had canceled my fiber internet subscription service thinking it was a final invoice, so its my error. I guess they bill one month in advance and not realizing that it wasnt necessary to pay that bill. I wrote that check out to them on 7/23/24. I received a statement saying I overpaid one month later and to date have not received my refund! It says ***** days to issue said refund and were at 12 weeks now from date of submitted check. All I get is the run around every time Ive spoken to a TDS representative! Each time has been a different process on the reason and time frame of being refunded. They are unwilling to expedite it! Please help and I wish to file a complaint on this terrible customer service.

  Business Response

  Date: 12/11/2024

  Unfortunately, there was a billing process that got stuck on this account, which has delayed closing the account so that the credit balance could be refunded through our final processing. I am very sorry for the delay. The account has been inactivated and the refund request has begun. It typically takes about two weeks for that process to complete where the physical refund gets generated. Our vendor ********* issues a refund debit card. I am sorry that I do not yet have a firm date on when that will be shipped, but based on typical handling, it likely will be shipped the week of Dec 23rd, but with the holiday it could be delayed. I am truly sorry for the inconvenience. 

  Customer Answer

  Date: 12/11/2024

  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 response here.]
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:11/20/2024

  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.

  TDS offered a PRE-PAID internet service for $68 after fees its $78. I paid a day late a few times and a few dollars short a few times. My **** was $324 I paid $78 last week. I asked TDS about the situation I was told TDS does not have prepaid but Im not on a contract. I said Im canceling my service,or they could cancel and I was told if I keep the service that the price would be adjusted, but I purchased a Pre Paid subscription, there should be no added funds. They scammed ******** ******.

  Business Response

  Date: 12/10/2024

  We do not offer pre-paid services.Our services are provided and billed as a monthly subscription. This information is in our Terms of Service and there is information about this on the monthly statement in the billing explanation section. The monthly bills reflect the from and to date for all recurring charges. Our records show that the account has carried a past due balance for multiple months. Service was disconnected on 10/9/24. The bill charges are correct. 

  Customer Answer

  Date: 12/11/2024

  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. I was called and cancelled my TDS TV subscription in January. I also canceled the internet in October. A woman said TDS will eliminate any extra charges if I didnt disconnect( that let me know that I was being overcharged) when I talked to a TDS supervisor he told me I was not on contract and TDS had lied about having prepaid service. I had the freedom to do whatever I want cause Im not on contract! 
  
  Regards,
  
  ******** ******

  Business Response

  Date: 12/18/2024

  There is no contract. That it not the same as a pre-paid service. Our Terms of Service apply. The customer called to cancel TV service on 2/7/24. The account was suspended for non-payment on 10/2/24. The customer called to cancel ******************** service on 10/9/***** sorry that there has been some misunderstanding. Our Terms of Service are published on our website and our monthly bills state at the top Terms of Service apply to TDS products and services. To review, visit ************************************************************************;