TDS CEO apologizes for billing error, promises refunds for customers

PRINEVILLE, Ore. (PRINEVILLE REVIEW) -- An investigation by our media partner, the Prineville Review, has prompted a public response from TDS Telecom’s president and CEO following weeks of customer complaints about price increases on the company’s “Price for Life” internet plans.

In a Feb. 24 email sent to affected customers, TDS President and CEO Ken Dixon apologized for what the company described as a billing system error, which caused some subscribers to be overcharged by as much as $7 on their most recent bills.

“We’re reaching out to apologize for an error that appeared on your recent bill,” Dixon said in the message shared with the Prineville Review. “A small group of customers enrolled in specific price promotions, including Price for Life, were incorrectly charged due to a billing system error. We sincerely regret this mistake and are taking immediate action to resolve the issue.”

According to TDS, affected customers will automatically receive credits on their next billing statements. The company said no action is required from customers and that the lifetime pricing agreements remain in place.

The issue came to light earlier this month after the Prineville Review received multiple reports from Central Oregon customers questioning unexpected price increases. Some customers said they only discovered the overcharges after reviewing their monthly statements, while others said corrections were made only after pressing the issue with TDS customer service.

TDS has said the problem affected only a “small group” of customers, though complaints have been reported from several communities across Central Oregon. The company has not yet responded to follow-up questions from the Prineville Review regarding its claim that customers had been notified of the issue earlier in February.

Dixon became president and CEO of TDS Telecom in June 2025 after holding several executive roles within the company’s parent organization.