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CenturyLink Reviews (5484)

Initial Business Response / [redacted] (1000, 4, 2015/09/30) */ I have received and reviewed the Revdex.com complaint from [redacted] requesting his account be closedI have issued a disconnect order per [redacted] 's requestI would advise the customer needs to contact [redacted] TV to either disconnect or have the account moved back to [redacted] TV billingCenturyLink would like to apologize for the frustration the customer had trying to get this order place through our Customer Contact Centers Sincerely, Mr [redacted] Customer Advocacy

Complaint: [redacted] I am rejecting this response because: I have not received a definite answer to the monthly charge for tv serviceThe bill has been different every month and never what I was told on the phoneThe original p [redacted] I was given in May, I have been told they "so not have to honor it" I also have been given different answers regarding the auto pay program Sincerely, [redacted] ***

09/05/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of Mr***’s CenturyLink account, I found that Mr [redacted] was advised of new package estimate monthly recurring rate below before taxes, fees and surchargesI found for the past months Mr [redacted] rate has been the following:_____________________________________________________________ Internet Advanced Lease Modem Discount -Advanced Modem-Lease High-Speed Internet with AutoPay & Paperless Bill Term Commitment Months ------------------------------------------ Internet Monthly Charges Total $_____________________________________ DVR Service Fee Prism HD TV Prism Preferred TV Prism TV Promotional Credit -Prism Promotion month -Prism Loyalty $for Mos Promo -1st Prism Wireless Set Top Box 2nd Prism Wireless Set Top Box Primary Set Top Box ----------------------------------------- Prism™ TV Monthly Charges Total $_____________________________________ Total bundle pricing with equipment $(before taxes, fees and surcharges)_____________________________________________________________ Currently the Prism Loyalty $for Mos Promo -promotion has expired leaving the monthly rate to be $(before taxes, fees and surcharges) As Mr [redacted] was advised previously, CenturyLink quotes are an estimate before taxes, fees and surchargesCenturyLink employees cannot advise of the exact monthly recurring rate including taxes, fees and surcharges as the rates differ from state to state, county to county and city to cityMr [redacted] is subject to rate increases that the promotional discounts do not compensate for and subject to the early termination fees should service be disconnected before the expiration date of 05/28/as specified on every bill statement:_____________________________________________________________ You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 02-03-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill._____________________________________________________________ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationI found no records that Mr [redacted] was quoted any other rate than the rate billed each monthCenturyLink finds no credit adjustment to be warranted and has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] account it has been found that the internet is currently billing at $a month and will bill at $a month before taxes and fees if auto payment is set up on the accountOur records show that the leased modem was removed and credited back tot he account previouslyCenturylink has investigated the customers account for the $dollar gift card and have found that the account was not eligible, however we have applied $in credit towards the customers balance as the customer was misinformed regarding the promotionCenturylink apologizes about the frustration encountered and appreciates the opportunity to investigate Ms [redacted] 's concernsSincerely, [redacted]

Final Consumer Response / [redacted] (2000, 5, 2015/07/22) */ The business has contacted me and resolved the issueThis can be closed

CenturyLink appreciates Mrs [redacted] giving us the opportunity to review the handling of her accountAt CenturyLink, we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our trainingUpon review, I verified Mrs [redacted] has already been given courtesy credits for previous late payment feesDue to correct late payment charges billed, no further credits are warranted [redacted] CenturyLink Customer Advocacy Group

The account number is # [redacted] , [redacted] We recently cancelled service due a family emergency requiring me to leave the area However, it was extremely difficult to deal with customer service, and every time a I called, the answer was different This was an ongoing issue since I started service That’s why I finally decided to file the compliant Thank you Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: While there may have been a balance on the account, I was not aware of it since the representative for Century Link explained I would be receiving a credit for the remainder of the month I had already paid forI am completely willing and able to pay the amount owed on the account if Century Link will remove the charges from our credit report and issue a Letter of Deletion in returnI appreciate the credit back from the modem since I did in fact send it backI would suggest in the future Century Link requires a receipt from the postal service of some type in order to process returns, or allows customers to bring equipment back to a local office to avoid issues like this Sincerely, [redacted] ***

Centurylink appreciates Mr [redacted] [ [redacted] giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that Mr [redacted] recently received from Centurylink representativesHis comments are appreciated, and to improve customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate that our records indicated that due to a fault in the line a technician was able to conclude that the Directory assistance calls on the customers bills were in result of this problem found on the customer line In an effort to satisfy, Centurylink has issued an immediate adjustment to the account in the amount of $which includes the directory assistance calls and the late fees assessed over the last few months Centurylink regrets any inconvenience Mr [redacted] has experiencedSincerely, [redacted]

CenturyLink appreciates Mr [redacted] giving us the opportunity to review the handling of his accountAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our trainingUpon review, I verified our web site only references to contact the toll-free number between am – pm Monday through Friday for all cancelation requestThe hours and times as Mr [redacted] advised may have recently changedCenturyLink appreciates Mr [redacted] feedback to help improve the quality for our customer service experienceCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] JJ CenturyLink Customer Advocacy Group

I have reviewed [redacted] reply regarding her billing amountAs previously mentioned [redacted] is getting all the discounts we have available for the services she subscribes toCenturyLink apologizes for any misinformation she has been given once old discounts expire there is no way to add them back to an accountI have noted [redacted] account to waive any Early Termination Fees if she chooses to disconnect her services due to a misquoted monthly priceI would recommend [redacted] speak to our Retention Department to see if our new Price for Life internet pricing and switching to our partner Direct TV would be an option to lower her monthly rate Sincerely,Mr.T [redacted]

I have reviewed the closed account it was adjusted to a zero balance on 8/5/this billing issue has been resolved the account is closedWe apologize for the delay in resolving this billing issue and certainly understand the customer's frustration caused by our order error.Sincerely,Mr[redacted]

CenturyLink appreciates Mr [redacted] giving us the opportunity to review the handling of his accountAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our trainingUpon review, I made contact with Mr***, I couldn’t confirm who the person was that made the claims against our technicianI apologized to Mr [redacted] and assured him his feedback will be documented here in the Executive OfficeMr [redacted] advised me to disconnect service due to new service arrangements with another Internet providerI disclosed the early termination penalty due to removal of service prior to the agreed month commitmentMr [redacted] agreed to pay penalty for removing service early [redacted] CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer acknowledges that they signed up for service at a promotional rate with the knowledge that there was a term commitment to get said pricing for the duration of the term Contrary to the statement, it’s not mandatory to choose a promotional option to subscribe to CenturyLink services However, the customer understood to receive the promotional pricing it is required as part of the promotion to enroll in automatic payment and paperless billing and maintain this as part of the fulfillment criteria for a period of months for this promotion The pricing is correct and where it should be given that the customer failed to meet the criteria required of this promotion The customer failed to make a single payment on the account noted, did not enroll in paperless billing and has not paid anything to date nor has the equipment been returned The customer will need to provide information regarding another CenturyLink account that was active at this same address that they were utilizing and paying for in order for there to be any further review of the claim CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have reviewed the complaint from [redacted] regarding ongoing service issuesI would be happy to help by requesting a repair escalation if [redacted] can provide me with their account numberI was unable to find the account with the information providedSincerely,Mr.T [redacted]

I have reviewed the customers reply regarding his bill increasing due to one of his promotions expiringI have reviewed the account notes and show the customer has received several adjustments to his billing for various reasons including one time credits and extra loyalty short term monthly discount promotionsTerm commitment pricing promotions can be in addition to previous shorter term monthly discounts they have already been given which is the case hereThe customer has been advised their bill increased due to one of their short term loyalty discounts has expiredThis discount was not tied to their current term commitment promotional rate it was in addition toWe don't have any other monthly discounts for this customer at this time and apologize for any confusion & frustration this billing dispute has caused.Sincerely,Mr[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The account is waiting on a call review and response from [redacted] and should be completed by 06/08/ At that time the customer will be contacted to review the issues and address the customers claim(s) and at that time will be adjusted if applicable CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

04/14/CenturyLink has reviewed our previous responses to Ms***’s issueAfter careful consideration, we find our original investigation and response to be valid As Ms [redacted] did not make a payment for any amount as a deposit, CenturyLink finds the balance due of $as valid for services provided and not yet paid for by Ms***CenturyLink has closed this complaintSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from [redacted] regarding a internet billing disputeI would be happy to help with this matter if she can provide me with the CenturyLink account number.Sincerely,Mr[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink would like to offer its sincerest apology for the difficulty in getting this account issue resolved during this difficult timeThe account is noted as to the times the caller made the request but at the time, the agents were unable to verify or establish that the person of note on this complaint was authorized on the account as she did not have the account numberUltimately, the account was disconnected and back dated to reflect the correct dateThis resulted in a slight underpayment of $cents and this has been adjusted to zeroThe reason it went into a delinquent status as the final balance on an account that is set up on autopay will make several attempts to charge the credit card associated with the accountThere isn’t an overcharge of any amount for reasons that are self evident and as a result, CenturyLink could no longer validate any transactionsThis is an automated system and as such was unaware of the reason for the accounts cancelation of serviceAt this time the account is at a zero balance and the account has been closed since November 2ndCenturyLink offers it’s sincerest condolences for the complainant’s loss and appreciates the opportunity to correct any outstanding issues encountered as a result of the autopayment associated with the accountCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

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Address: 717 McGilvary St, Fayetteville, Illinois, United States, 28301-5433

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