CenturyLink

Complaint: [redacted] I am rejecting this response because: Even though I there were shipping labels supposedly sent to me I have yet to receive oneI do however plan to visit the retail store to hand deliver the equipment as I have waited over weeks to receive a label after multiple requestsOnce my equipment is accepted and the order for equipment removal is processed I will accept their response.My only concern is that they have continued to charge me for unused equipment while I waited for a shipping label that never arrived Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:We have tried to fix this problem a dozen timesNo one can fix it over the phoneYouve said that you will send a tech out and no one ever shows upLike I said before your manager at gardner location stated that there is a problem and she's aware of it but yet you still think it's fine to charge me full price and have been as long as I've been at this addressMy internet is still not what it should beI'm getting maybe half of what I pay for Sincerely, [redacted] ***

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, [redacted] *** I would like to apologize for the less than exemplary service that Mr [redacted] 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 Mr [redacted] ’s address qualifies for 1.5Mbps speed Unfortunately, a faster Internet speed is currently not available at his location His account was established on February 23, with 1.5Mbps speed Our records do not indicate Mr [redacted] has called repair to report any issues with his service Mr [redacted] is correctly billing for the Mbps speed, with a promotional discount CenturyLink regrets we are unable to offer Mr [redacted] a faster Internet speed at this time [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Ms [redacted] writing regarding her recent experience with our company I regret to inform Ms [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation In order to investigate the complaint, the CenturyLink account number will need to be provided I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in CUSTOEMR’S name Once this information is received, CenturyLink will be happy to investigate the complaint [redacted] CenturyLink Customer Advocacy Group Tell us why here

03/30/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon receipt of Mr [redacted] ’s Revdex.com complaint, I requested CenturyLink’s escalations repair to assist with the situationBelow is the resolution: --------------------------------------------------------------------------------...⇄ first dispatch was tagged as part of the outage that was in the areaWhen the outage cleared customer still had an issue with the internet so a second dispatch was set up which according to the closing remarks from the field technician programming was correctedI left a message on customer's cell this morningI just called again the home number and talked to a family member who stated that all the services went down even for other phone companies in the area for a short time, but everything came back onI confirmed that the internet connection is working and I issued credit to the account.------------------------------------------------------------------------...⇄ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr [redacted] ’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs the issue has been corrected and a credit adjustment has been issued, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because:The representative from CenturyLink has not reviewed any of the issues that I have outlined in this complaintUntil CenturyLink is able to provide an explanation for their advertisement and misaligned policies within their own organization, this complaint will remain open Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: CenturyLink understands there were issues that resulted in delays getting the service at the new location up and runningUnfortunately, as previously sated, CenturyLink does not reimburse for third party services or equipment that a customer take it upon themselves to hire or purchase and thus the request that compensation be provided for this and or lost time or loss of business will not be issuedAs previously sated, In lieu of the downtime, CenturyLink has issued and adjustment of $70.96, or all the charges for CenturyLink services on the final billCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] 's account it has been found that in 04/02/the customer set up auto payment and paperless billing which fulfilled the auto pay requirement to get the internet for $a month before taxes and feesThe previous billing fluctuations were due to not having the requirements met as well as late payment fees and a one time restoral charge that was charged for the account being suspended for non payment reasonsThe bill that was sent for $was for two months of service at $plus the $internet cost recovery fee each month and late feesWe have reviewed all the billing and deemed it accurate and correctAs long as the auto payment and paperless is kept active Ms [redacted] will receive the internet for $plus the $internet cost recovery fee each monthCenturylink apologizes about the frustration encountered and appreciates the opportunity to investigate Ms [redacted] s concernsSincerely, Mr [redacted]

CenturyLink appreciates Mr [redacted] 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 Mr [redacted] ’s service was cancelled on 08/04/His service had a contract associated with itAn agent issued a credit for the contract termination fee due to speed issues that Mr [redacted] experiencedMr [redacted] was renting a modemUpon cancellation of service, the modem is to be returnedto CenturyLinkWe sent him a prepaid [redacted] shipping label on 08/14/The return label comes with instructions on returning the modem as well as details on what would occur if it was not returnedWe did not receive the modem back in the time frame allottedWhen this occurs, the customer is charged $plus taxMr [redacted] contacted CenturyLink when he received a bill, in April 2017, with the modem charges includedAt that time, the agent sent another prepaid [redacted] shipping label to himSince then, we have received the modemI have issued a credit of $I also contacted our financial service department and ensured they cease any collection activity as well as remove any reporting from his credit.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] .AmberCenturyLink Customer Advocacy Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlthough the facts are inaccurate, I appreciate the responseThank you for the resolution Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding a billing dispute caused by us not canceling service on the day requestedI show [redacted] called on 2/8/to cancel services on 2/27/which coincides with his billing cycle It seems there was some confusion on what date [redacted] wanted the service canceled so we have since credited the charges back to 2/8/to resolveAll Direct TV charges given to CenturyLink for combined billing purposes are paid in full to Direct TV by CenturyLinkWhen both accounts are canceled any refunds due from Direct TV are then sent to the customer usually in the form of a prepaid card since there isn't an active account to creditI do show [redacted] has a credit balance on his CenturyLink account which will be refunded by check within 45-daysCenturyLink would like to apologize for the disconnect date error and the frustration this has caused Sincerely,Mr.T [redacted]

Complaint: [redacted] I am rejecting this response because:As previously stated the account is now closed and we would like the funds returned to my father-in-law's account on record that the money was taken from Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding a billing disputeAfter investigation of Mr***'s account it has been found that the customer is currently receiving internet services for $a month for the next monthsMr ***'s bill also includes a leased modem and standard taxes and feesMr [redacted] has to option to purchase a modem and return the leased modem to us that would save him from paying the $modem lease fee per monthAfter review we have found Mr***s billing to be correct and accurate for the products and services that he is being providedWe ask Mr [redacted] to contact our customer care at [redacted] for further questions or concernsSincerely, Mr [redacted]

CenturyLink appreciates Ms [redacted] 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, I verified on June 6, 2016, Ms [redacted] was advised her account was given additional credits in previous billing due to a billing errorAfter review, all billing concerns have been addressedThe Early Termination fee in question would be valid if Ms [redacted] decided to cancel service [redacted] CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing disputeI have reviewed the now closed account and show the bill was higher than expected due to prorated and one time charges on the first billWe apologize if the customer wasn't advised that the first bill would be higher due to these charges I have adjusted $off the account as a courtesy leaving $the customer owesWe believe this is a fair resolution since the customer did have and used the service for a month and a half.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/09/08) */ CenturyLink has received a copy of the Revdex.com Complaint# XXXXXXXX, created by [redacted] Even though our policy is to only adjust off days of charges once brought to our attention by a customer (this is due to all charges are clearly printed on the billing statements each month), I have made an exception and have credited this account an additional $for the overcharges CenturyLink apologizes for any inconvenience Sincerely, [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, satisfied with them finally giving me my own money back, but the companies handling of the problem is inexcusableWhy it took this long, and having to talk to endless supervisors and then having to file this Revdex.com complaint before something got done is a major problem on their endI have canceled my service with them and I can guarantee I will never use this company againWhy in this world of cell phones the land line company would choose to lose and 20+ year customer over $is just poor business practiceThank you very much Revdex.com for getting me justice

Complaint: [redacted] I am rejecting this response because: [redacted] needs to cultivate a better command of English grammar.Sincerely, [redacted] ***

Thanks, the problem is Resolved.Dr [redacted] * [redacted] Sent from my iPhone

I have reviewed the Better Business Bureau Complaint from [redacted] regarding a service agreement disputeI have reviewed and verified the customer is not in a service agreement they are on a month to month basisWe apologize for any confusion or misinformation regarding this issue.Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding promotion requirements disputeUnfortunately there isn't any way to give a customer a promotion that requires auto pay the discount without auto pay our billing system doesn't allow itI do see the customer has since called in and was given a new promotion that doesn't require auto pay and there bill was adjustedDue to this conflicting information I have gone ahead and adjusted the late fees since March the $credit will show on the next billWe apologize for the time and frustration this has caused for our customerSincerely,Mr[redacted]