CenturyLink

Complaint: [redacted] I am rejecting this response because:matthew did not respond to my most recent emailCustomer service told me I was not under contract when I canceled my service then they billed me for canceling my service before the contract was overI was lied to on the telephone by their employeeMatthew also has not communicated about receiving the modem I returnedI am appalled at the treatment of both the customer service team and Matthews negligence in responding to my email Sincerely, [redacted] ***

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaintThe Name, the address and phones listed in the complaint did not return any account informationIf the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at [redacted] or via the Revdex.com so that CenturyLink can address the complaintPlease have the customer provide the account number or phone number and the service address and any other info as is printed on the billCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaintSincerely, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is TOLERABLE.I have accepted that this is the best that will happenI would like to add that I hope Mr [redacted] has comfort in his job Sincerely, [redacted]

09/25/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Ms [redacted] ’s CenturyLink account, I found no record of autopay set up or form received to apply autopay Ms [redacted] has an opportunity for an additional $off a month (as long as she maintains the same internet package) by setting up auto pay through her checking account or credit/debit cardThis may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) or through the back of the payment remittent slip by filling out the information for auto pay and sent in with current month paymentKeep in mind that autopay may take 1-bill cycles to complete and the additional promotion will not begin until the bill reflectsThe online MyAccount at www.centurylink.com/myaccount would be the fastest optionShould Ms [redacted] require autopay assistance after setting up autopay online through MyAccount, she may contact the CenturyLink Autopay team at [redacted] to inquire of any concerns of possible errors or incorrect dataCenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms [redacted] ’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

07/25/CenturyLink has reviewed our previous responses to Mr [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be valid Per CPNI verification process, changes must be requested over the phone for proper verification processesI advise Mr [redacted] to contact CenturyLink customer service by calling [redacted] should he still wish to disconnect his CenturyLink serviceCenturyLink finds no credit to be warranted and has sustained all chargesCenturyLink 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 [redacted] *** regarding a billing disputeAfter investigation of [redacted] ***'s account it has been found that the customer was under a promotional contract which provided her an exclusive rate for the servicesOur records indicate that the service was canceled and the termination fees were waived and not chargedCenturylink apologizes for the frustration encounteredSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the final resolution to credit my account is satisfactory However, the modem was returnedThey are incorrect on that factI do have proof if neededPart of my complaint in the beginning was that CenturyLink does not keep correct recordsThis has happened beforeI shouldn't have to go through all of thisAgain, they are wrong, the modem was returnedDon't they have serial numbers or something that lets them know the item was returned? Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Due to the lack of disclosure on some of the taxes fees and surcharges that are associated with the service, the installation/activation fee and shipping and handling fee have been adjusted in the amount of $The taxes fees and surcharges cannot be exempted from the serviceTo get the $additional discount on the service the customer needs to be signed up for autopaymnet and paperless billing as stipulated in the promotional eligibility criteriaThere are no exceptions to this requirement for the additional discountDue to the lack of disclosure the account has been noted that should the customer decide that they do not want to continue service they may cancel and not be charges any early termination fee CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: Sincerely,It's true, I reached out on FB & was told my bill would be $a month for two years & I would get a $refund for the month I was over chargedI accepted that & was about to let the Revdex.com know it was resolved until I was charged &AGAIN & no refund has been issuedSo now I need a refund for this month as well & I will not report this issue as resolved to the Revdex.com until I am billed the correct amount next month and the refund for both months has posted to my bank accountAfter this week I also intend to dispute the charges with my bank if the refunds have not been issued [redacted]

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] service was repaired with no further trouble reportedI advised Mrs [redacted] , the trouble with the appointment scheduling was due to a new dispatch system errorMrs [redacted] account has been credited $for the repair trouble and time interval for resolutionCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs [redacted] [redacted] CenturyLink Customer Advocacy Group

I would like to apologize for the less than exemplary service that Mr [redacted] feels he recently received from CenturyLink representatives His comments are appreciated and, to improve customer service, are being investigated Our records indicate Mr [redacted] ordered 7Mbps service on December 23, He upgraded to 10Mbps speed on March 23, As previously stated, it was determined the Mr [redacted] is overutilizing his circuit and is receiving his paid for speed From the information I have been provided, Mr [redacted] is currently working with a CenturyLink representative regarding a possible solution, which might include another speed upgrade Margaret CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Mr [redacted] *** regarding a billing disputeAfter investigation of Mr***s account it has been found that Centurylink has issued and sent different return labels to the customers current address at [redacted] *** [redacted] ***The dates that these were sent are 09/20/on the initial disconnection of the account and then on 12/05/and an additional one on 12/13/ Due to the cost of the sent labels and the cost to send additional labels to the customer we have made the business decision to credit the modem charge on the customers account to resolve this complaint and situationThe account is now at a zero balance and completely closedThe customer may keep the modemCenturylink apologizes for the frustration encounteredSincerely, Mr [redacted]

Ms***’s account was suspended for non-pay on October 27, A payment for $was received on November 16, However, this payment was rejected on November 22, The account was suspended again on November 28, due to the rejected payment [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because:I do not understand your response It is not clear whether the bill attached is saying that I owe you $or $ Either way, please review the previous response that you gave me According to it, I am due a refund!"The January statement processed, reflecting the $previous balance (+ = 584.51), a $adjustment for the charge for equipment on the 12/bill, which was duplicate billed in error, leaving a balance forward and due of $264.56; The adjustment I applied to the account of $160.40, deducted from the $balance, left Mr [redacted] with a total balance owed of $ Once Mr [redacted] returns the PRISM equipment he was billed for on the 11/billing statement, that charge can be adjusted from the account His account will then actually reflect a credit balance because of the customer satisfaction credit I recently applied to the account, which truly was related to charges associated with this equipmentIf Mr [redacted] needs a return label and box to return the equipment, he can contact our Customer Service center at [redacted] and the associate he speaks with will be happy to assist him in getting those sent to him Respectfully submitted, Ms [redacted] CenturyLink Customer Advocacy Consumer/Small Business Sales and Care" Please review the other responses that you have given me and realize that I do not have any equipment to return to you Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Checking technical notes as far back as April, the information had less to do with the services not working correctly but that there was other issues connecting third party devices wirelessly even when they worked wired directly to the various third party provided equipment The customer had already decided or had switched services even after the offer to send a technician out to troubleshoot the issues the customer was having and the customer refused indicating he would “report them as not resolved” so the ETF could be waived Additionally, though the customer indicated that he was unaware of the early termination fee when calling in to disconnect the notations from the time the change to the service was initiated the customer, per the account notations indicated that he was informed and that he did agree to the term for the reduction in price The bill also states as much every month and an order confirmation is also mailed at the time of the agreed upon promotion was added outlining all the terms and conditions Based on this information CenturyLink feels that it made a good faith effort and the customer made a decision of their own volition knowing that the termination fee would be assessed if service terminated prior to the term date and made the decision anyway In lieu of this documented information CenturyLink feels that the requested adjustments to the account are not a valid reason to reverse/refund the $early termination fee nor any monies spent to purchase any equipment that was used to provide the service CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, [redacted] *** I would like to apologize for the less than exemplary service that Ms [redacted] recently received from CenturyLink representatives Her comments are appreciated and, to improve customer service, will be investigated Our representatives need to know the negative impact we have on customers when we fail to do our jobs well From the notations on the account, there was an error on the order to move her service to the new location, which caused a change in the due date I apologize that Mr [redacted] was not notified The notations indicate Ms [redacted] decided to go with a new provider and the account was disconnected CenturyLink regrets any inconvenience Ms [redacted] has experienced and we are sorry we have lost her as a customer [redacted] CenturyLink Customer Advocacy

I have read the customer's replyThe customer has already been advised on why their first bill was higher than expected via email on 2/15/as followsYou set up services in Sept of and no payment has ever been made According to the notes on the install order, your monthly recurring charges would be $plus taxes plus one time connection fees Any time you install services your bill is prorated and month in advanceYou installed on the 8th of the month and your billing cycle begins on the 26th, so your first bill was month plus days of services I have since adjusted the monthly rate difference of $credit given on 3/17/the remaining charges are for the monthly charges from 9/8/to 2/18/of service along with the modem cost of $Once the modem is returned and we are given the tracking number to verify we can adjust the modem charge of $off the balance which is currently $Payment can be made to CenturyLink PO Box Phoenix AZ I have requested the customer be sent copies of all their bills to their current address for their review.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Century Link hs still not established that I ever agteed to a contract with the knowledge that there was an early termination feeIf they can show that I agreee to those conditions, I would be willing to pau the feeFurthermore, I never knowingly agreed to any contract at allInstead, I was offered a promotional rate and accepted the promotional rate without knowledge thay they considered it a contractBut that is beside the point, since even if I did consider it a a contract, no where was I informed of any early termination fee until I terminated the service Sincerely, [redacted]

I have reviewed the Revdex.com Complaint regarding a billing dispute on a closed accountI reviewed the account and show this matter has been resolved by our Executive Office Complaints Manager Mrs[redacted] via an Attorney General complaintWe apologize for the frustration they experienced trying to get this issue resolved due to us not providing service at their addressSincerely, [redacted]

Update December, 2015: Received a call from Century Link, Dec, regarding a past due amount of $I told the representative that I had submitted a complaint against them through the Denver Revdex.com, that included a detailed explanation of why the past due amount is not validI assume the detailed explanation, including dates, e-mails and invoices was submitted to Century Link, however, the representative claimed not to be aware of the complaintI told the representative that I would discuss the matter after they had reviewed the details of the complaint, and invited them to call me back after they had done soI requested that if and when they call me back, that they have the complaint in front of then so we could discuss it together