CenturyLink

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ***. I would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representatives. His 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 wellMr*** spoke with representatives on April and April 25, 2016. His account received credit totaling $213.87, as a result of these conversations. The credit is reflected on May 3, bill. Mr*** is a valued customer and CenturyLink regrets any inconvenience he has experienced*** CenturyLink Customer Advocacy

CenturyLink appreciates Mr*** 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 assure feedback will be documented and
forwarded to groups who handled Mr***’s activation and install of serviceI apologize for any inconvenience CenturyLink may have cause Mr***I have left Mr*** a voice message with my direct contact information for further review of his complaint ** 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:The credits "Mr***" mentions were due to overbilling issues because one of THEIR technicians changed my plan without my permissionIt still does not address the effort I had to take to even begin to receive those credits -- hours of wasted time, only to be told they were "valid" chargesIt does not address that my internet problems were never fixed, and despite this poor service, I continued to pay my monthly bill for more than ONE YEAR!And NO ONE has addressed that my internet service level was NEVER the level as promised more than one year agoI "upgraded" -- and paid a higher fee for worse service than what I had BEFORE the upgradeNo one was ever able to fix itI had to constantly reset my modem -- it would shut down up to times per dayAnd it was almost impossible to stream videos because despite being promised mbps speed, most of the time it was mbps or less.So no, Mr***, I'm still a very unhappy customerYour business practices stinkYou are only responding to this to appease the Revdex.com, but you deserve an "F" ratingYou promised a level of service that you could not deliver -- and charged me more money for that poor serviceYou overbilled me, and made me waste huge amounts of time to get the charges removedYou forced me to seek another provider after more than years with your company.In reality, you owe me a refund for the entire year of service since I was upgraded because my internet was that BADI am asking for a ONE MONTH refund IN ADDITION to the previous overbilling credits that were obtained through my efforts -- not yoursOne month of service equals $73.83.Thank you,
Sincerely,
*** ***

CenturyLink appreciates Mrs*** 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 training
Upon review,
I have verified *** billing is now bundled
with CenturyLinkI have made contact with Mrs*** for review of all here billing concernsAt this time, we are waiting for the December bill to postI will contact Mrs*** once the billing has posted for further reviewMrs*** is satisfied with new process on resolving all her billing concernsThis complaint can be closed with the Revdex.com
**
CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:The response requested further informationMy account number is *** ***
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

I have reviewed the complaint from *** regarding questions on an old account final billing and a deposit on their new service. I reviewed the old account that was canceled back on 9/06/confirming it had a an unpaid balance. Our notes show we called on 1/20/
we left a message for *** regarding the unpaid balance it was later assigned to a default collections agency. I do show the old account had a different mailing address which may be the reason the customer states they weren't aware they still had a balanceThe deposit requirements for the new service were based on the previous accounts unpaid balance internal credit history not specifically for an equipment deposit requirement. The $deposit will be release after months depending on the payment history of the accountWe apologize for the confusion and frustration this situation has causedSincerely,***

Complaint: ***
I am rejecting this response because:The DTV prices and agreed upon tv and internet bundle was done by century linkCentury link should have the recorded call with my verbal signature, but they say they do notPoint being that I was badly lied to on the phone by a century link sales RepPull up that call and listen to itOr your going to have to take my word for itMy wife witnessed the call as wellI've said this so many times I am officially done talking about itI called the gentleman that left me a vmail and left him a vmailStill does not sound like century link is getting the point and owning up to their sales reps actionsAfter I talk to this gentleman, century link will be paying off the billsOne way or another
Sincerely,
*** ***

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,
*** ***
I appreciate the assistanceThank you for helping me with this issue

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink has addressed all the concerns to the best of their ability and due to limitations on what the customer will accept, not what CenturyLink has offered has created obstacles that
apparently cannot be overcomeSince the Complaint submitted to the Washing *** has already addressed all the issues once again mentioned in this complaint, this will be a summation of the resolution already attempted The customer has indicated they did not wish to comply with the requirements for the previous promotion and as such, by choice would not have received the additional discounts for the promotional period offeredIn an effort to resolve the issue, the amount or difference in the regular rate and what is applicable when the terms of the promotional pricing required are fulfilled, CenturyLink adjusted the following on March 13th, and they do appear on the April 16th statement as follows: 03/16/16 Credit Adjustment -03/16/16 Credit Adjustment -03/16/16 Credit Adjustment -03/16/16 Credit Adjustment -03/16/16 Credit Adjustment -These are in addition to the $adjustment noted in this complaint and the adjustment of $issued on December 23rd, and this would fulfill the pricing all the way through the original promotion which expired in October, 2015(of which the terms, specifically the paperless billing and autopay) were criteria the customer acknowledged when speaking directly to this office they did not wish to acceptThe customer was given another promotional offer and that is for $off the regular rateSince the adjustments already given cover the entire previous promotional rate had the customer agreed to the terms there aren’t any other adjustments dueThe customer was offered another promotion during the phone conversation with the manager in the executive office and declinedThe previous promotion is not available as something a customer can be offered back to back; even if it were attempted, the systems would reject this attempt due to the fact the customer just had it previouslyCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: ***
I am rejecting this response because: I don't think you are working with me to resolve this, and I am formally requesting someone else to take over this case; I have called THREE TIMES since the LAST phone call you have on record from this lineI have CANCELLED that plan THREE TIMESTHREE TIMES, someone has told me I have a new plan, NO PHONE SERVICE, AND INTERNET ONLYMaybe if you were less lazy and read the account notes, you would see thisI have a FORTY EIGHT MINUTE record on the FIFTH of this month (here, I'll type it out, since I assume you don't know what day is what) 4/5/WORKING with an AGENT; WHO SET UP A TWO YEAR INTERNET ONLY (AT mbps) FOR THIRTY FOUR NINETY FIVE PLUS TAX. I don't see what is so hard about this; And as to your 'I must verbally agree' lie,there was no verbal anything when I did the first mistake of contacting chat support for help with a new promotionSo don't lie, and say that I must VERBALLY agree. Look up my account notes; and you will see that I changed plans on the date I provided; if you can not locate that information, then I suggest someone call me, and find out who misled and misrepresented Centurylink on the other end of the phone line that afternoon. I strongly suggest that someone on the other end starts making an effort at coming to a resolution or I will be forced to take further action
It's time to start putting some effort into this; maybe read the notes, and start making corrections. And for what it's worth; stop bringing up past bills; in case your not smart enough to figure this out; this is NOT ABOUT MY PAST BILLSYou people got your money, so shut up about it; If I wanted it back, I could get itMy financial institution backs me, not you. FOCUS ON MY FUTURE BILLING CYCLES, AS THAT IS WHAT THIS ENTIRE COMPLAINT IS ABOUT. My mobile number is on my account, feel free to be more proactive in a resolution and contact me at someones earliest convenience Sincerely,
*** ***

CASE ID: *** 10/26/CenturyLink has received a copy of the Revdex.com complaint for *** ***Below are our findings: Our records indicate since Ms*** filed her Revdex.com complaint regarding this matter, she has been in contact with an associate in our
Customer Service center on 09/26/and has been provided full credit for the $Early Termination Fee billed to her account after she cancelled her CenturyLink internet service During my review I was able to investigate the contact between Ms*** and the representative named in her complaintCenturyLink prides ourselves in providing the best customer service experience we can for our customersThat being said, I wanted Ms*** to know that the contact she reported will be fully reviewed and that any necessary coaching opportunity will be appropriately addressed with our associate We appreciate the opportunity to address Ms***’s issues and apologize for any inconvenience she may have experienced regarding this matter Sincerely, *** ***
*** *** ***
*** *** *** *** *** *** ** *** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The only account of record that was found ending in *** was terminated through a porting of the number to another carrier back in August of If the customer
would provide directly to the manager handling this complaint at the email below or through the Revdex.com with the 9-digit account number associated with this complaint, CenturyLink would be happy to review this furtherCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CenturyLink appreciates *** *** giving us the opportunity to review our handling of his account, *** *** ***. I would like to apologize for the less than exemplary service that *** *** feels he recently received from CenturyLink representatives. His 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. Our records indicate the Internet only account was established December 16, with 5Mbps speed, with a twelve-month term commitment. The account was disconnected on June 19, 2017. *** *** was correctly billed a $Early Termination Charge on the June 19, Closing bill A Broadband Escalations Representative reviewed *** ***’s repair historyFour repair reports were foundOn December 17, 2016, a ticket was opened when ‘no connection’ was reported. On April 4, 2017, the representative helped with connection on the modem. On June 7, 2017, the representative ‘powercycled modem’ and on June 12, the customer needed the wireless password. In the last days, *** *** was receiving Mbps speed from April to June 6, 2017. The speed dropped to Mbps, the purchased speed, from June to June 18, 2017. Our records indicate *** *** was receiving the purchase speed or above, while his service was active *** 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 meThank you Revdex.com.
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The December statement is for $in new charges for November 28th through December 27th, The $payment made on December 18th, is for the $charged on the November bill
The January final bill statement reflects the December charges that were not paid for the period of December 28th, through the effective bill date of January 15th, the date of the disconnectionThis bill would have also been $but since the service was canceled prior to the end of a full cycle, the difference billed for but not used is credited on the final bill and the difference of $is valid and now dueCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: ***
I am rejecting this response because: I certainly expected nothing else from Century Link but the response they gaveThey are unwilling to take any responsibility for their mistakes,broken promises and very poor serviceSince they are not a member of the Revdex.com, and of course, how could they be since they refuse to be accountable, I know there is really nothing you can do for me - EXCEPT I hope that you will log this as a complaint that was never resolved to the customer's satisfactionI will work diligently on finding a way to do business with someone else while still being able to have phone service with my original # I've had for years here, and to have some internetI will be willing to do without internet if necessary and pay extra money to get out of a "contract" they tricked me into by making promises of refunds and prices and services they would never keep - just to get away from themUntil then, I will continue paying too much for a program I do not need or want and simply have to deal with the frustration of being overcharged and under-servedWe definitely need more consumer laws to protect us all from company's like Century LinkAnd most of the very large companies are like this - they figure they are big enough they can get away with losing a certain percentage of their customers - no problem for themAs a small business owner, I could not treat my customers poorly in this way and remain in businessI wish large corporations would have to be held to the same standardBut who are they, anyway? Just a bunch of stockholders and employees that don't really care - just want whatever money they can steal. Shame on them
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Prior to this reply the customer engaged Centurylink and an adjustment for the unreturned equipment or equipment returned after thirty days was verified returned
and adjusted in full on March 7th, 2017.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***Tell us why here

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, ***. I would like to apologize for the less than exemplary service that Ms*** recently received from CenturyLink representatives. Her comments are appreciated and, to improve
customer service, will be investigated. Our records indicate Ms*** experienced many delays in getting her Home Phone installed and her Internet service was never upgraded to 25Mbps. Upon review of the February 4, bill, Ms*** is not being billed for a Home Phone or 25Mbps Internet speed. This bill also included charges for *** service. Her Internet service was billing at $($63.95-$24-$5) before taxes, fees, and surchargesMs*** spoke with a representative on February 3, 2017. In an effort to satisfy, a credit for $was applied to the account. This credit is reflected on the February 4, bill. Ms***’s March 4, bill reflects charges for the Home Phone and 10Mbps Internet service. This bill is higher than expected, as it includes pro-rated charges. In an effort to satisfy, a credit for the CenturyLink charges on the March bill has been applied to the account. A credit for $was issued on March 9, 2017. The new balance due is $71.69, which is the balance due for *** services. Ms*** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy