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CenturyLink Reviews (5484)

10/27/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Mr***’s Revdex.com complaint, I sent a request to CenturyLink’s Repair Escalations TeamBelow is the response I
received:______________________________________________________________________*... I just spoke with Mrs*** and she stated service is currently working. I explained we still have an active outage in her area until 10/31/by 11pm. I explained the outage is area wide and her service might be working fine but could go out again within this timeframe, as well as her service might have been fixed but the cable that her neighbor is on might still be down explaining why the outage is still open. I also advised her of the full month’s credit and she was happy. Biggest frustration for them was calling in and getting different due dates as again I explained to the customer the field controls the outage updates and in the office we can only communicate what is posted. She understood and stated case could be closed. I shared that I was sending you the information and will let you complete the process on your end.Sincerely, *** ______________________________________________________________________ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has closed this complaint. Sincerely, *** ** ***
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I reviewed the complaint from *** regarding a disputed early termination fee on her closed accountI show this issue was resolved on 2/26/we adjusted the fee due to us not being able to provide service at their new houseHopefully we will be able to provide service at their new location in
futureCenturyLink would like to apologize for any conflicting information given regarding the fee in disputeSincerely, Mr.T***

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 there were $of charges as a system fallout occurredThese charges have been adjusted due to a billing
error that took placeThe account is now at a zero balance and closed at this timeCenturyLink apologizes for the frustration encounteredFor additional questions or concerns please contact our team directly at ###-###-####CenturyLink has closed this complaintSincerely, Mr***

Thank you for taking the time to notify us about the unsatisfactory customer service experience that you recently encounteredThat's not how we do business and I certainly don't enjoy hearing the treatment you receivedPlease accept our apologies for not meeting your expectationsOur records indicate that the service is up and active at this timeWe have submitted feedback to the departments involved regarding your feedback that you have providedOur apologize about our previous response as that was drafted for another customers Revdex.com and accidently attached to yoursCenturylink has compensated the first monthly statement that was generated on 04/28/Centurylink apologizes for the frustrationSincerely, *** ***

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 just want it noted on the poor customer service and technical service you offer. Not sure if the managements hands have changed in the last several years but things have gone down hill. I would not recommend Century Link you were great when you handled phonesbut now that you have spanned out everything is the worst customer service I have hadI just want to be done with this and there company.I have wasted to much time on this that I will never get back.
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding her CenturyLink billing concerns. This complaint was previously addressed by our office as an FCC complaint. Please see the attached response. CenturyLink
apologizes for any confusionSincerely, *** *** CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because:The response did not respond to the substance of my complaint, which was that the salesperson did not inform me that the price of the service would increase during the term of the contractMy understanding of "two year contract" was "two year contract at the stated price" (which would seem to be the correct interpretation of the term "contract" in the absence of information to the contrary)
Sincerely,
*** ***

04/18/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found since the service was ordered through a vendor (different company) CenturyLink does not have a
recording of the callI did ask the vendor to locate the call and I was advised it is not available (most calls are only kept for less than days)I did not find any supporting notations to support whether or not Mr*** was advised of any onetime fees or the contract for promotional discount.I have issued a credit adjustment for the internet activation fee and the technician install fee totaling $($Activation fee + $tech install fee + $taxes = $78.74).The account is set to disconnect with an early termination fee of $200.00, I issued another adjustment in the amount of $for early termination minus the contractual promotional discounts already issued, as if not in a contract (01/20/Package Discounts $+ 02/20/Package Discounts $+ 03/20/Package Discounts$= Total contractual promotions discounts already issued $- Early termination fee $= total adjustment of the early termination fee $113.00)Mr*** will be responsible for the contractual promotional discounts already issued.Mr*** will receive a final statement that will generate on 04/20/that will reflect the $early termination fee and the credits appliedThe remaining balance due is sustained as validCenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: I have received and reviewed the Revdex.com complaint and found the following: A duplicate complaint was filed with *** along with the complaint submitted to the Revdex.com and prior to this reply, the customers service issue was addressedAll concerns regarding the performance
have been corrected and the customer was given a onetime adjustment for the previous issues that are now resolvedCenturyLink provides that this is sufficient to close this complaint as resolvedCenturyLink 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:Asking for me to provide a copy of the mailer that was sent to by the company as proof is ridiculousThe terms and a copy of the mailer should be on file with the companyAsking the customer to provide proof what was sent to them several weeks later after being denied feels like an easy way out for the company
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a request for a discount off his internet serviceI have reviewed the customer's account and show they may qualify for a monthly discount but it would require a service agreement subject to an early termination fee if they
cancel the service before the contract expiresThese can only be added by our Retention/Disonnect Department due to the term commitment ***We apologize for the frustration trying to speak to a Consultant to get this issue resolved.Sincerely,Mr.***

04/07/CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink account, I found the taxes to be correctMs*** is under the assumption that only the services are taxed, when
in actuality the surcharges are taxed as wellFor example, utilizing Ms***’s March statement: *** *** Billing Date Mar 13, Local and Other Services Local Usage Monthly Charges ------------------------------------------------- Taxes, Fees and Surcharges City Occupation at 4.034% City Sales at 3.65% Colorado Universal Service Charge Federal Excise at 3% Special District Sales at 1.1% State Sales at 2.9% ------------------------------------------------- Subtotal $Total New Charges $The state sales taxes are calculated with the following factors: Local Usage Monthly Charges Colorado Universal Service Charge Federal Excise at 3% ------------------------------------------------- Total taxable charges $ State sales at 2.9% ------------------------------------------------- Total sales tax $rounded to the nearest penny = $As shown above CenturyLink has not over charged taxes for servicesCenturyLink has closed this complaintSincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 5, 2015/08/19) */
08/19/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Directory assistance calls are reported and billed from other companies (depending on the location of the
number requested)Directory assistance fees are considered third party billing chargesUnfortunately, disputing directory assistance fees requires that the home phone line is tested for any crossed lines (such as the line being mixed up with someone else's and they make the calls but is reflected as the other person's number (this is very rare)If there are no crossed lines then charges are sustained as valid
However, in this situation the account is already disconnected so the line cannot be testedI have reviewed the account history and found there had been no other directory assistance for at least months and there was a trouble ticket on the line a month before the charges
While this is not CenturyLink procedure to follow when disputing directory assistance, I have, as a courtesy, applied credit in the amount of the directory assistance charges $+ $(taxes) = $A refund check will be issued and mailed within the next days
I apologize for any inconvenience this may have caused
Sincerely,
*** M***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 7, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I really appreciate CenturyLink making the situation right by reimbursing us our money for the fraudulent chargesThank you

Complaint: ***
I am rejecting this response because:so I am glad to get credit for $i am still out $for the second incident where I was sent to collections without notice Can I please get credit for both and will this credit be mailed to me by check? Thank you
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complainant and found the following: Prior to this reply, the customer received a response from another complaint filed through the *** **The following is the response already received: On 11/06/2014,
we show that *** *** (***) contacted CenturyLink to discuss the billing. Our notes indicate that *** *** agreed to a one year contract for 3Mb high speed internet service. This service was provided at the price and speed quoted On 03/10/2016, we show that *** *** (***) contacted CenturyLink to discuss the billing. Our notes indicate that *** *** agreed to a one year contract for 3Mb high speed internet service. This service was again provided at the price and speed quoted. We show no calls regarding poor internet speed and CenturyLink did not bill Mrand *** *** for internet service faster than 3Mb. The billing dispute calls were made after one-time loyalty promotions had expired. The agreed upon promotional rates billed as quoted. In addition, Mrand *** *** did receive a copy of the contract and terms when they agreed to said contract in both and 2016. After full and extensive review, CenturyLink has determined that no credit is due for service billed but not rendered. CenturyLink does not provide compensation for time/money lost. I apologize for any difficulty Mrand *** *** encountered while trying to resolve these issues. I trust this provides the information necessary to close this complaint as it pertains to CenturyLinkThe information in this response, as well as any attachments or Exhibits, contains confidential CenturyLink and customer information, perhaps including Customer Proprietary Network Information (CPNI), and should be treated accordingly with respect to its use and storageAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***

As I advised in my last response, This issue has already been escalated to the Federal Communications CommissionMs*** will need to review all further concerns through the FCC process** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***While I am aware that Century Link plans to do nothing to remedy the situation - I am not willing to accept their responseThe information I provided was given to me by one of the tech support agents, not something I made upThe difference in the quality and consistency of the service I have been receiving has declinedI have tried other types of providers such as *** Net but it is not compatible with the VPN connection I am using.Our government has allowed these monopolies to run a muck and the customer suffers Internet service is no longer a luxury it is a necessity for many of us to make a livingWhen your the only game in town there is no need to improve the service you offer, so I am not surprised by the response, but I don't have to accept it either

I have reviewed the complaint from *** regarding a request for credit stating she was told a higher internet speed was available at her addressI reviewed the account history and bills showing *** had a one year service agreement and was paying for internet speeds up to mbpsIt seems due to the distance from Lisa's address to our remote terminal she could only get up to mbps internet the pricing is the same. I checked the repair request history and show two ticketed requests for assistance one in 06/27/& 02/18/Unfortunately I am unable to check the current internet speed since *** canceled her serviceBased on my findings I don't show there are any credits due on this closed account for this issueCenturyLink apologizes for any frustration caused and time spent on this issueSincerely, Mr.T***

Complaint: ***
I am rejecting this response because: I did not ask for the service to be installed, the house was being rented outi can not be held to pay for some thing some one else used my info for when I did not sign for it or oreder itTHATS WHY CALLED FAURD I WILL FILE LAW SUIT IF I HAVE TO, you sid sending it to ur faurd dept WILL NOT PAY A BILL I DID NOT SIGN FOR U CAN NOT CHARGE ME FOR SERVICES I DID NOT SIGN FOR ITS AGAIN THE LAWSENT OT TO UR FAURD DEPTJUST CAUSE I OWN THE HOUSE FOR RENT DONT MEAN I HAVE TO PAY FOR BILLS OTHER PEOPLE PUT IN MY NAME CALL FAURD
Sincerely,
*** ***

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 well Our records indicate an order was issued on January 17, to move Mr***’s service to a new address on January 24, 2017. I apologize the orders did not complete as scheduled. Mr*** spoke with a representative on January 30, and disconnected the account. The February 4, bill reflects new charges for $227.04, which included an Early Termination Charge. In an effort to satisfy, a credit for $was applied to the account on February 21, 2017. The account currently reflects a $credit balance. A refund check will be issued and mailed to Mr*** CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

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Address: 717 McGilvary St, Fayetteville, Illinois, United States, 28301-5433

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