CenturyLink

CenturyLink appreciates *** *** 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 reviewing this complaint with *** ***, I verified ***
***’s billing issues have been resolved and all service is no longer interruptedI agreed to credit all restoral and late payment charges of $*** *** assured me he was satisfied with the resolutionI apologize for any inconvenience CenturyLink may have cause *** ***, ** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding receiving a higher bill than expectedI reviewed the customers promotion and bills it states on the promotion confirmation the rate is dependent on having both auto pay and paperless billing this is also on the bill each month as a reminderThe customers bills are correct but as a courtesy I have issued a $credit to the account which they will see on their next statementWe ask that our customers review their bill each month and contact us with any questions in a timely manner so we can address them.Sincerely,Mr.***

I have reviewed the complaint from *** regarding a billing dispute on her closed accountI reviewed the account notes showing all charges for the down time and early termination fee were credited total of $366.42 on 01/31/I show the customer is returning the modem if they haven't
already so I have adjusted the balance of $*** account now has a zero balance all issues have been resolvedCenturyLink apologizes for the time and frustration this dispute has causedSincerely,Mr.T***

The account number is #***, *** ***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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingOn the most recent correspondence
with the customer, February 4, 2018, the customer indicated that they would call back in and pay the deposit requirementCenturylink apologizes for any misinformation or misunderstanding regarding the deposit requirement but this will have to be paid before the service order can be scheduled CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer has already been informed of the porting process on September 14th, Porting a number to another carrier is only held up when there is a problem
with the information provided by the company porting in as it relates to the information that the current owner of the number at the time the port is initiatedThere is a third-party verification process and all telecoms must followCenturylink goes by the same wholesale process as dictated by the FCC as would the porting in companyThere are many reasons a number port can be held up but they are never held for any reasons outside the wholesale process as is required by the rules and regulations that govern all portsCenturylink would not hold the number unless there was something that failed in the order port order request like the third-party verification process or incorrect or incomplete CPNI (Customer Proprietary Network Information)All adjustments for out of service have already been issued and the customer should expect a refund of $within days of the port-out date CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

Our records indicate that the account is closed and the billing has been back dated to 03/08/when Mr***n contacted CenturyLink initiallyOur system has always shown the same customer code for Mr***n However at this time we do show the account closed and like stated previously the billing was back dated to the 8th of MayA final statement showing this will be sent to the customer with the credits back to 03/08/We have taken Mr***ns feedback to our executive office fore further reviewCenturyLink apologizes for the frustration expressedCenturyLink has closed this complaintSincerely, MrC***

CenturyLink has reviewed our previous responses to Mr***’s issue. After careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint ** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:Nothing has been resolved as the company cannot even find my account information
Sincerely,
*** ***

CenturyLink appreciates Ms*** 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, Due to Internet Network Congestion in Ms
***’s area, Internet is not available at her locationMs*** will be notified at a later date if service availability should changeI apologize for any inconvenience CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group

06/24/2016 CenturyLink has reviewed our previous responses to Mr***’s issue. After careful consideration, we find our original investigation and response to be validAs stated within the first response, CenturyLink and *** ** have different bill cycle dates and both companies bill a month in advance for serviceThis allow for *** ** to send Mr***’s *** ** bill on the 26th of every month to CenturyLink and for CenturyLink to make payment on behalf of Mr***CenturyLink then hold on to Mr***’s *** ** bill until the CenturyLink bill is printed on the 4th of the following month (i.e*** **’s 04/26/bill statement appeared on CenturyLink’s 05/04/bill statement) I contacted *** ** and was informed that CenturyLink paid the final bill statement dated 04/26/on behalf of Mr*** per the combine billing agreementMr*** disconnected his *** ** service on 05/03/and has already received a refund directly from *** ** for the overpayment due to billing a month in advance that CenturyLink paid on 04/26/2016. Mr*** still owes CenturyLink for the CenturyLink charges from 04/04/to 05/04/and *** ** charges 03/24/to 05/22/(The *** ** charges CenturyLink paid on behalf of Mr*** before he disconnected CenturyLink service and ceased the *** ** combine billing) totaling a balance due of $323.95. CenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found this issue has already been resolvedOn 04/15/2016, Mr*** had called to CenturyLink’s customer
service about his bill and was offered a new contractual promotional discount that he accepted.As this issue has already been resolved, CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from *** regarding receiving a higher bill than expectedI reviewed the customers promotion and bills it states on the promotion confirmation the rate is dependent on having both auto pay and paperless billing this is also on the bill each
month as a reminderThe customers bills are correct but as a courtesy I have issued a $credit to the account which they will see on their next statementWe ask that our customers review their bill each month and contact us with any questions in a timely manner so we can address them.Sincerely,Mr.***

04/25/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found when Mr*** called CenturyLink customer service on 04/21/2016, his balance due on the account was $
The escalations agent Mr*** was speaking with issued an adjustment of the missing promotions totaling $This adjustment left a balance due of $73.86.Refund checks can only be issued on accounts that have a credit balanceThis was not the case on Mr***’s CenturyLink account as there was still a balance due.Currently, the contractual promotional discount is as follows:Internet High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of 12 --------------------------------------------------------------------------------...⇄ Monthly Charges Total $with autopay and paplerless billingORInternet High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of 12 --------------------------------------------------------------------------------...⇄ Monthly Charges Total $without autopay and paplerless billingMr*** is subscribed to the required autopay, however he is yet to subscribe to paperless billing to receive the full promotional discounts.As this issue was already resolved by CenturyLink customer service agents, CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because:This response dated 3/8/is the same one as the previously one (word by word), indicating an automatic machine responseTo date, the issue has not been resolved: we need a written confirmation from CenturyLink that all the fraudulent charges($300+)to this house would be totally removed from this fraudulent account and fraudulent billings would stop.
Sincerely,
*** ***

I have reviewed the customer's replyIn our system the address is formatted *** ** ** ** ** *** ** *** for the service address the billing address in our system is formatted *** ** ** ** ** *** ** ***This is likely due to the rural nature of the areaI can add the customer to the list if they give me an email address which is required to be added. We don't have any plans in the works to upgrade that area at this time due to the cost vrs number of customersUnfortunately in some rural areas they may not ever be upgraded to support high speed internet via our phone linesSincerely,***

I have reviewed the account note showing the customer spoke to our Credit Department on 9/14/who resolved the payment investigationThe customer's next bill generates on 9/28/if they have any questions on the next statement they can get immediate assistance by calling our Billing Department during business hours or use our live chat help option on our website www.centurylink.comWe apologize for the frustration this has caused.Sincerely,Mr.***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, *** *** ***. Our records indicate the account was disconnected on July 24, 2015. A return label packet was shipped on July 27, and September 28, Customers have thirty
days to return the leased equipment after the account is disconnected. If the equipment is not returned, they will be charged the purchase price of the equipment. Mr***’s account was correctly billed for the modem on September 24, 2015. Our records indicate the equipment was returned on November 2, While the equipment was not returned within thirty days, CenturyLink has agreed to adjust the account. A credit for $was issued on September 1, 2016. In addition, CenturyLink has contacted the Collection Agency. A request has been made to stop all collections activity and remove from any credit reporting that might have occurred CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I look forward to receiving refund check in the mail. Upon receipt of the check I will consider the matter closed
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I’ve had the service for over two years, initially it was good but then the price began to flucuate over timeAs of now, my service not working although I’ve paid the amount due priorto the due date and during the time that I filed this complaintWhen asked about a faster service, I was told that would be afuture moveI’m frustrated as this sometimes my inability to access the internet affects both my school and well as my familyI feel taken advantage of as the company does not value each customerAdditionally, I discovered that I’m not the only person having issues with the company however, we are now locked in to the set price of $prior to taxes and based on that, the company can now use that as justification for price adjustmentI’m currently located on a military installation with only two source of internet service able which the company is aware Thank you for your time
Sincerely,
*** ***