i wrote a letter to tds this week complaining about my experience with deactivating my voice line and only having dsl. they have yet to get back to me, but it may be because they’re trying to figure out who gets to deal with me.
i used proper capitalization so they wouldn’t think me a dunce.
Normally I don’t do this, but I’m particularly frustrated with the situation. I’ve been a TDS customer for over 10 years with the account number 6082861312. I recently opted to get rid of the voice portion of my services since my home phone was serving very little use. This process was very cumbersome and resulted in losing service (both voice and dsl) for a week. Subsequently, I received an electronic credit of $53. As a result of removal of the voice service, I was apparently assigned a new account number and sent a paper bill with a charge of $83; imagine my surprise.
So, I had to call to initiate the credit adjustment from the previous account to the new one; somehow I feel as though that’s not my responsibility and your systems should be able to accommodate a changed account number without the customer even knowing. Now I have to wait for a new pin (which I’ll have to call again to change back to the previous pin so I can remember it) in order to set up electronic payments and suppress paper statements again.
I’m sure you understand the value of your customer’s time, and obviously you’re not trying to inconvenience me on purpose… I just would like your company to be aware that it is possible to make this a seamless process for your customer if you’ve a mind to design for your customer and not for your CEO.
I’d appreciate a response, and if possible, a credit for my week of lost service.