CenturyLink

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms***'s account it has been found that the customers bill has remained consistent with the promotions that have been applied to the customers
accountIn July the customer had a month promotion that ended which caused her billing to increase $dollars the next monthThese promotions and the duration of each of the promotions is clearly stated on each bill so the customer is aware of when they endWe apologize about the frustration the customer has expressedSincerely, Mr***

continued: reflected on the customers October billing of $The credit will be reflected on the customers January billing statementThe customers account was debited $on 11/25/for a modem that was not returnedThe customer received a new modem when the service changes were done in
SeptemberThe customer does need to make sure all equipment is returned to avoid being billedCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager

After further review with Mr***, I agreed to adjust the early termination fee in disputeI issued a one time adjustment for the total amount of $Mr*** is satisfied with our final resolution** 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 what can be called resolved. I was finally able to reach customer service. I canceled the internet service and kept the phone service. Hopefully the company can improve there customer support as it is anything but supportive.
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a billing dispute stating they were supposed to be on a lower promotional rateI show the customer is an a $per month promotion and don't show any additional discounts available for this accountDue to the
misinformation on the rate I have credited the customer's account for $to adjust the rate for the first two billsThe customer would need to speak to our Retention Department to see if they can get a new promotion for a lower monthly rate ***I have also checked the customers internet speed and confirm it's not as it should be I have requested our Internet Escalations Team to contact her and fix this problemThey will be in touch in the next 1-business daysWe apologize for the service issues and billing dispute certainly understand their frustration.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 have received a copy of the Revdex.com complaint filed by *** *** ***, regarding a billing disputeAfter investigation of *** *** account it has been found that we are unable to locate an original quote that customer was quoted for $The current promotion
we offer for this service is $a month for 24 months with auto paymentAfter review of the account it appears that on 06/17/an order was placed to remove the lease modem charge of $a month and converted the modem to purchased modem with no cost to *** ***Due to circumstances we are not able to provide *** *** with the service at $a monthIn Good faith we have removed the modem charge as well as placed an Additional $off credit for months bringing service costs to $a month before taxes or feesIf this is not satisfactory to *** *** we will extend our day satisfaction guarantee to allow him to cancel his services with no penalty before 07/19/ If customer keeps services after this date customer agrees to rates for service which have been explained above the remainder of the contract termSincerely, *** ***

08/31/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’ CenturyLink account, I found this issue was already addressedOn 08/04/2016, Ms*** spoke with an agent
who verified the tracking number provided by Ms*** and an adjustment was issued bringing the account to a zero balanceA revised bill was generated on 08/11/reflecting the zero balance. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’ issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationAs this issue has already been resolved and a revised bill reflecting the zero balance, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

01/30/2017 I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing dispute. Unfortunately, Ms*** did not provide her CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account numberOnce
I have the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustration Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 wellOur records indicate Mr*** spoke with a representative on February 10, 2016. After a review of the call, Mr*** was quoted $per month for his Internet service. This rate reflects $for Internet plus $for the Internet Cost Recovery Fee. However, this was not clearly explained. The Internet Cost Recovery Fee is a surcharge that all Internet customers are billed and it cannot be removedThe representative also failed to explain the promotional discounts and the requirements of the promotion. Mr***’s promotion requires customers sign up for AutoPay and Paperless billing to receive the full discount ($34.05). When this did not occur prior to the March 19, bill being issued, the discount changed to $24.05. Mr*** currently has AutoPay and Paperless billing on the account, so the April 19, bill reflects a discount for $34.05. A credit for $was applied to the account on April 22, for the March bill. This credit should be reflected on the May 19, billIn addition to the AutoPay and Paperless billing requirements, Mr***’s promotion includes a twelve-month term commitment and Early Termination Fee. If the service is disconnected prior to February 17, 2017, he will be charged an Early Termination Fee. This fee can be up to $200. Because of any miscommunication that occurred, if Mr*** would like to disconnect his service, I will waive/credit the Early Termination Fee. Mr*** would need to contact the business office to have an order issued. I will monitor the account and make the necessary adjustment once the fee is reflected on the Closing bill. This offer is valid until May 25, 2016. If Mr*** decides to keep his service, he understands the terms of the promotion that is currently on his account (Billing requirements, Term Commitment, Early Termination Fee)Mr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr*** has experienced*** CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Centurylink appreciates that this may seem a cumbersome processWe follow very specific guidelines when it comes to refusing services on an addressThis residence has
had or attempted to have installed, businesses, closed accounts and 3residential accounts tentatively waiting approvalIn order to protect individual’s identity, unless the complainant is listed as an authorized party to the account trying to be set up, there is nothing in the way of specifics that can be discussed; this is the law under CPNI (customer Proprietary Network Information) rules and regulationsThe complainant, Mary Smith is not authorized on the account referenced in this complaintAt this time, under the current situation regarding multiple attempts to obtain, have services installed prior and not pay for services at this location regardless of the person(s) responsibleCenturyLink is well within its legal right to deny service at this address until the previous account balance(s) are clearedThe address has been tagged by the Centurylink fraud department as ineligible to receive CenturyLink servicesCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. 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 mePlease note that I spent many (hours) trying to resolve this simple issue directly contacting the company several times on several daysThey claim it was a billing problem and if so this information should have been circulated to any department that receives contact from customers so they could have made the information available to the customer on the (first) callIt would seem from my experience that CenturyLink does not value my time or the time of it's other customers
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr***'s account it has been found that the appropriate credits were applied to the accountThe bills were reviewed and there was a
total of $credited on the customers accountSincerely, Mr***

05/12/2016I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing dispute. Unfortunately, Mr*** did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have
the necessary information I will be able to investigate his concernsI would advise Mr*** to avoid suspension of service for non-payment by making timely payments on or before the due date provided on every bill statementIf Mr*** is unable to pay by the due date, he is advised to contact Financial Service at ###-###-#### during business hours to avoid possible suspension, disconnection or collection action that may take up to -hours to restoreAll charges must be paid each month to keep the account currentCenturyLink apologizes for any frustrationSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The final bill in question is for *** charges that were associated with the account number *** *** They are as follows: $less
prorated credits of plus $in taxes totaling $These are valid charges up to the time of the disconnection of service that were paid to *** on behalf of the customer Centurylink pays the customers *** charges based on the invoice received for services provided by *** and pays them in advance so that there is no interruption of the *** services Since none of these charges in collections are CenturyLink to adjust and are valid for the time the payment covered the *** service, the customer will need to dispute the charges with ***; either way, this bill must be paid or it will remain in collections CenturyLink 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 did not receive the services paid for
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 have reviewed the service complaint from *** regarding missed commitments to install serviceI'm sorry to hear about this poor service we definitely dropped the ball causing undue stress and frustration due to our errorsI reviewed the account notes showing the activation was finally complete
on 9/1/we certainly understand ***'s frustration trying to get this completedI do show we have credited the account for the work done by our Tech I have also credited the account $for a month of serviceIf *** needs any additional help with this account she can email me directly I'm happy to do what I can to assist ***.Sincerely,***

After further review, Ms***'s payments posted to her account on April 5, Payments can take a couple business days to be processed and posted ** Customer Advocacy Group

I have credited the remaining balance on the closed account of $it now has a zero balanceWe apologize for a frustrating experience trying to get this billing dispute resolvedSincerely,***