CenturyLink

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meShame it has to go this farThanks for being the leverage that keeps businesses like Centurylink honest
Sincerely,
*** ***

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 training.Upon review, I verified *** *** CenturyLink account is
disconnectedHe contacted CenturyLink and added paperless billing on 07/31/Due to that information, I have back dated his disconnect order to 07/31/The final statement will reflect that as the service end date and credit back any charges to that date as wellAny refund will be sent to his updated address he provided in Tempe. CenturyLink apologizes for any inconvenience or frustration this issue may have caused *** ***.***CenturyLink Customer Advocacy Group

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,
***/*** ***

Complaint: ***
I am rejecting this response because:When I called in to complain the agent removed days of bills but refused to remove the previous months of charges because they said they weren't responsible for removing them.
Sincerely,
*** ***

I have reviewed the customer's reply our stance is unchanged this billing issue has been resolved as mentioned before the following adjustment have already been issued to the account : $on 7/17/17, $on 8/10/and $on 8/22/There are no charges due on this closed accountIf *** has any questions on another CenturyLink account I am happy to further assist as neededSincerely,***

I have reviewed the billing complaint from *** regarding changing rates and disputed final bill amountI would be happy to look into this situation to see what I can do to help if the customer can provide me with their CenturyLink account number they did not include in with the compliant details.Sincerely,Mr.***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms*** 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***'s concernsSincerely, *** ***

I have received a copy of the Revdex.com complaint filed by Ms*** *** Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issueI would like to apologize for the less than exemplary service that Ms*** recently
receivedHer comments are appreciated and to improve customer service, will be investigatedCenturyLink appreciates the opportunity to review Ms***’ concernsAfter a review of the account it was discovered that: The previous promotion that Miss *** was receiving expired and is no longer availableThe regular rate is $per month excluding taxes, fees, and surchargesA new $-19.00/mospromotional discount was added on 2/3/and will expire on 2/3/63.95-19.00= $a month excluding taxes, fees, and surchargesThere is also a modem lease at $per month excluding taxes, fees, and surchargesThe rate is correct for the services that Miss *** is currently receiving CenturyLink regrets any confusion there may be because of the billingI apologize for any inconvenience and frustration this issue may have causedSincerely, *** CenturyLink Customer Advocacy

CenturyLink appreciates Ms*** giving us the opportunity to review her account, ***I would like to apologize for the less than exemplary service that Ms*** recently received from CenturyLink representativesHer 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 well
A system error occurred which caused another customer's *** service to bill on Ms***'s accountThe *** account has been removed and all *** charges have been adjustedUpon review of the monthly statements thru the November 24th bill, Ms***'s *** account has never been combined billed with CenturyLinkThus, she has been receiving a bill from *** for her services
Ms***'s CenturyLink account was disconnected on November 12, The November 24, bill reflects a $Early Termination ChargeIn an effort to satisfy, a credit for the Early Termination Charge has been applied to the accountA credit for $was issued on December 23, and should be reflected on the December 24, bill
CenturyLink regrets any inconvenience Ms*** has experienced
***
CenturyLink Customer Advocacy

04/22/The total current amount due on Ms***’s CenturyLink account is $Payments can be made by calling ***A check or money order can be sent via *** (US postal service) to the CenturyLink payment center at: CenturyLink * * *** ***
*** ** *** Include the account number on the check or money order to ensure the payment posts to the correct account: *** ***CenturyLink has closed this complaint and sustains the balance dueSincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review Ms***’s accounts, *** *** *** and *** *** *** Account *** *** *** This account was established on August 24, 2015. Ms*** was leasing the modem. The account was not enrolled in Auto Pay but did have
Paperless billing. The account was suspended for non-payment on November 12, and disconnected on December 3, 2015, with a November 12, effective bill date. The December 28, Closing bill correctly reflected a $Early Termination Fee. A payment was made on December 29, and an order for a new account was issued. Since new service was installed, a credit for $was applied to the account on January 12, 2016. On February 2, 2016, the account was billed $for unreturned equipment, as the leased modem was not returned. Account *** *** *** This account was established on December 31, 2015. Ms*** was not being billed the monthly lease charge for the modem. This account was suspended for non-payment on February 18, and again on April 19, 2016. A payment was not received and the account was disconnected on June 7, 2016, with an April 19, effective bill date. The account was correctly billed an Early Termination Fee. The account currently reflects a $balance due. The balance due is valid and has been sustained Our records do not reflect Ms*** has returned the leased modem. Nor was she paying the monthly modem lease charge on the new account. The $for the purchase price of the modem reflected on account *** *** *** is valid and has been sustained *** CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr*** account, *** *** ***. Our records indicate the account was suspended for non-payment on July 13, 2015. At the time the service was suspended, the balance due was $332.94. Mr*** spoke with a
representative on July 29, 2015. An order was issued to disconnect the account. The representative agreed to put a July 25, effective bill date on the order. The effective bill date would credit previously bill charges back to July 25, 2015, which was the date the last bill was generated. A July 25, Closing bill was issued, which reflects the credit. I have attached copies of Mr*** May, June, July, and Closing bills for his review. Our records do not indicate Ms*** requested the disconnection of his account until July 29, 2015. Nor is there any record that the representative he spoke with on July 29, “would take care of the full charge”, as indicated in Mr*** Revdex.com complaint. The balance due on the account is valid and has been sustained. *** CenturyLink Customer Advocacy

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 review, I verified *** ***’s concerns were addressed
on March 10, At that time, credits were given for the full disputed amount of $to resolve this disputeI left *** *** a voice message with my contact information for any further concerns regarding this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

I have reviewed the
customer's account and billing history it seems she was misquoted for the est of $including taxes fees and surchargesShe has been getting adjustments for the past months and is in month of of their promotionSince we don't have any additional discounts to offer I have adjusted $off for the last two months of their agreementThe $credit was posted today and will show on the next billThe customer's year promotion is over next month they can check with our Retention Department to see if we have any new promotions available at that timeWe apologize for any misinformation and frustration this billing dispute has causedSincerely,***

04/19/CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we find our original investigation and response to be valid. As CenturyLink had advised Ms*** to call CenturyLink to make changes to her account and when Ms*** did call, the order was placed, CenturyLink finds no credit warrantedCenturyLink has closed this complaintSincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from *** regarding a poor experience trying to get service activatedI reviewed the closed account showing all charges have been refunded the closed account has a zero balanceCenturyLink would like to apologize for dropping the ball on this order we certainly
understand ***'s frustration with the avoidable errors we madeIf *** has any additional questions we are happy to further assist as neededSincerely,Mr.T***

Initial Business Response /* (1000, 4, 2015/12/02) */
12/2/Centurylink has reviewed the customers account regarding being billed for service after the customer had requested the service be disconnected on 9/3/15.The revised billing statement dated 11/17/reflects service credits totaling
$The remaining charges of $were adjusted todayCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint and subsequent rejection “I am rejecting this response because: Century link failed to mention I had already called the prior year and was told that I had year of the current rateThat was in August 2016, naturally, that would take me to August 2017.” Marketing is a constant changing process employed by all companies when it comes to products, services and promotional pricing that can change at any given timeThese options change according to the companies need to address competition and profitability in any given marketAs is always the case, every promotion, every price the customer may obtain for service come with a legal disclaimer indicating not all speeds, not all promotions are available in all areas and pricing may vary dependent on a number of factors“I asked for the same plan this yearIt was denied and I was told it was not available. The same plan I have been on for numerous yearsJust this week, I have found out one of my friends is currently on this ~plan.” The plan was not available to this customer as they had already had it longer than it should have been available to them initiallySame promotional offerings are subject to a 24-month denial after the initial promotional period ends and should not have been offered sequentially in the first place“I have asked her to save her bill next time. Century link has not been truthful, and has with held some key timeline information. Also, Century link charging practices should be a concern and reviewedCentury link is fully aware of their unfair pricing practices for this limited service area of Rio Rancho NM yet they continue to charge the same as they would where their services are available. Knowing this, having a plan for customers who have limited service makes sense and not charging for something they are not delivering; high speed internet like they advertise.” There isn’t any other option at the time of the that was available to this complainant and the current price for life pricing is the new way CenturyLink intends to enhance the customers experienceThere are no terms, no need to call back in to see about a new promotion, no contracts or term commitments just simple straight across pricing for as long as the customer keeps and doesn’t change the service they have“I am very disappointed in the response belowIt is incentive and is without merit.” CenturyLink acknowledges the customers concerns and finds it unfortunate that the complainant feels there isn’t merit to the replies given and that they are insensitive CenturyLink stands by both replies and provides that the information is sufficient to close the complaint as resolved. Sincerely, Steve S***

CenturyLink appreciates the opportunity to review Mr***’s account ###-###-#### 826. The account was established on June 17, on a two-year promotion with term commitment. Mr*** disconnected his account on June 27, 2017. He was correctly billed a $Early
Termination Charges on the June 27, Closing bills. In addition, when the leased modem was not returned within thirty days, he was billed the purchase price of the equipment ($108.59) on August 28, 2017. The modem was returned to CenturyLink on October 9, 2017, well past the thirty day return period As stated on the monthly billing statements, Mr*** was receiving a reduced monthly rate for his High-Speed Internet service because of the 24-month term commitment. The Early-Termination Fee is not a penalty. Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discounts associated with the term commitment. There are no notations on the account that indicate Mr*** called to question the verbal commitment or the associated discounts. Mr*** was receiving $($before rate increase) in monthly discounts. While the Early Termination Charge is valid, CenturyLink is willing to adjust half of the fee since Mr*** had service for one year. A credit for $was applied to the account on December 1, 2017. In addition, a credit for $the returned equipment has also been applied, in an effort to satisfy. The remaining balance due on the account is $ Margaret CenturyLink Customer Advocacy

CenturyLink appreciates Ms*** writing regarding her recent experience with our companyI have requested that her address, *** *** *** *** *** ***, be removed from our door-to-door list. This request was re-sent to the partner on September 6, 2016. Please be advised
that it can take from thirty to sixty days for information to be removed from all telemarketing lists CenturyLink regrets any inconvenience Ms*** has experienced *** Customer Advocacy Group