CenturyLink

CenturyLink appreciates Ms*** 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.I am happy to assist Ms*** with her parents account
Currently the internet is still activeShe advised us the phone service has been moved to a new companyWould Ms*** like me to disconnect the internet service? She may reply to the Revdex.com complaint with her request and I will proceed in the direction she would preferI will issue the appropriate credits upon receiving an answer from Ms***.CenturyLink will send a prepaid UPS shipping label to Ms*** to return the leased modem.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.AmberCenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The name address and phone number in this complaint have been adding to the do not solicit list for CenturylinkPlease allow up to days for this to take
effect as the repository database is only updated every thirty daysCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

Complaint: ***
I am rejecting this response because: I was contacted by *** tonight and supposedly getting service 18FebI called CenturyLink to confirm internet would be added as wellWhen I called CenturyLink they have absolutely NO record of my account! But magically, *** knows my new address and when to install? Funny because I never contacted ***, just CenturyLinkI gave the confirmation numbers I was given and the CenturyLink phone representative claims they are BOGUSThis is an enormous concern as I have given my social security number to the CenturyLink representative previouslyI was reassured everyting was secure by a supervisor when I was reluctant to give my number over the phoneBut somehow that never happened?Bad news CenturyLinkI have bank receipts from your illegal chargeThere is a paper trail that leads right to youIf needed, I will get phone records of the two hours spent with your representative back in JanuaryMy personal Identity has been compromised along with my credit score, and now my integrity as well? This has become a serious issue If this does not get resolved IMMEDIATELY I am considering contacting the authorities and an attorney
Sincerely,
*** ***

04/05/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: CenturyLink provides a monthly reminder of promotional contractual obligations and expiration date of the term on each bill statement*** ***’
CenturyLink account reminders, example from the first bill statement: ________________________________________________________________________________...⇄ *** *** Billing Date Aug 10, Service Period: Aug - Sep You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 08-05-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill Internet Monthly Charges --------------------------------------------------------------------------------...⇄ High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of 12 --------------------------------------------------------------------------------...⇄ Monthly Charges Total $_______________________________________________________________________________...⇄ As *** ***’ contractual term was not expired when she requested to disconnect the service she is subject to the early termination fee associated:_____________________________________________________________________...⇄ Date Mar 01, 2017 Details of Your Internet Charges InternetService Additions & Changes --------------------------------------------------------------------------------...⇄ termination fee due to disconnecting High-Speed Internet service before 08-05- Internet Service - Mar 1, Order Number *** Remove Service *** *** Internet Cost Recovery Fee Advanced Modem - Lease Internet Credit for Internet Cost Recovery Fee Previously Billed at $from Mar to Mar -Credit for Advanced Modem - Lease Previously Billed at $from Mar to Mar -Credit for Internet Previously Billed at $from Mar to Mar --------------------------------------------------------------------------------...⇄ Additions & Changes Total $ Taxes, Fees & Surcharges --------------------------------------------------------------------------------...⇄ Service State Sales at 5.6% -County Sales at .7% -City Sales at 2.3% --------------------------------------------------------------------------------...⇄ Fees & Surcharges Total -$------------------------------------------------------------------------------...⇄ Internet Charges $96.12__________________________________________________________________________...⇄ CenturyLink strives to provide quality products and services and appreciates the opportunity to address *** ***’ issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationAs CenturyLink notified *** ***’ of the promotional contractual obligations and expiration date of the term on each bill statement, CenturyLink has sustained the early termination fee and closed this complaint with no adjustment warranted. Sincerely,
*** ** ***
*** *** ***
*** *** *** *** *** ***

To whom it may concern:I have received and reviewed the customers’ complaint and found the following:The term commitment is just that, a term commitmentThe customer is obligated to CenturyLink for a certain term period and in return the customer receives a reduction in the monthly amount charged for agreed upon service(s).In instances where there is service issues we do consider the situation on a case by case basis and adjust when appropriate which has already been done. Sincerely,*** *** Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/09/03) */
CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXXI would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink
representativesHis 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
Our records indicate an order was issued to add a new promotional discount to Mr***'s account on July 10, As reflected on the August 1, 2015, a new $discount for twelve months is reflectedIn addition, a $one time Closer offer was promisedIt can take one to two bill cycles for this credit to be applied to the accountThus, it was not reflected on the August 1, bill
Since Mr*** paid his July 1, bill less the $credit he was expecting, he was billed a $Late Payment Charge on the August 1, billMr*** spoke with a representative on August 6, and a credit for $was applied to the accountThis credit and the $promotional credit is reflected on September 1, bill
Mr*** is a valued customer and CenturyLink regrets any inconvenience he has experienced
***
CenturyLink Customer Advocacy
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 6, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In this response and in a *** response CenturyLink has not recognized the telephone conversation that occurred on July 7thThe customer service rep (possibly working from a formal call center or from home based position as I heard children in the background) stated that she applied two (2) discounts to achieve an approx $monthly costThat was the objectiveOne discount was a 50% discount ($27) and the second was a $monthly discountThe total monthly should have been $plus the $monthly feeThe 50% discount was later applied by a subsequent rep, but the additional $discount never occurredObtaining the $discount require multiple additional calls and complaints to the *** and Revdex.comThis customer interaction should have required just one telephone conversationIt should not have required multiple time consuming telephone calls, formal complaints, formal responses, etcCL wasted a lot of my time and I have consumed much of theirsTime and effort by the *** and Revdex.com should not have been necessaryThe CL call center complaints filed with Revdex.com around the country are manyCL customer service rates very low with national survey companies(Mountain Bell, US West, Quest, now CenturyLink.) CL has more than enough experience to start doing the job right on the first callWhat will it take? Contact with State Attorney Generals? It's difficult to understand why CL struggles with call center interactionsClearly not the CEOs priorityThank you
Final Business Response /* (4000, 8, 2015/10/06) */
Mr*** was incorrectly quoted a $monthly promotional discount on July 10, Unfortunately, he is not eligible for this discount, as it is not compatible with his current 50% off promotionIn an effort to satisfy, a credit for $($for August and September) was applied to the account on October 2, Mr*** is advised his current promotion is a twelve month promotion, which will expire July
***
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 10, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the creditIf I was not eligible for the discount, then the CL call center agent should have known this and should not have provided it on 7/7/It is a CL training failureOnce the discount was offered by the call center agent, it should have been honored by CL supervisorsThis is an agent empowerment and supervisor review failureA system that provides a discount and later revokes the discount is inefficient and a poor business practiceAn organization as large and as experienced as CL should not have this issue, but it does and it affects thousands of consumersI thank the Revdex.com and CL for the time and effort to resolve this issue with CL and me

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Dear Sir,The response of Century Link to the Revdex.com is typical of all their correspondenceClaiming ignorance of the factsWe had advised Century Link of the account number (***) of the bill in dispute by email on Feb 7th, 2016.For additional information, the service address of the bill in question was *** ** ** *** **The Villages, Fl.and the service phone number was ***. I would have thought this would be in their records of the account in question

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink would like to apologize for the poor customer experience initially trying to set up service, the apparent issues with the quality of the installation and lack of disclosure regarding
the term commitmentSeveral adjustments for service issues have already been issue prior to this reply and since the services are now canceled there is no way to see or address what the customer indicates were troubles with the productThat said, there were opportunities to inform the customer of the early termination fee when customer wanted to initially cancel services and since notations do not indicate this was done Centurylink has adjusted the early termination fee in the amount of $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: they did not apply my 58$ paidment of or payment to this bulls witch is over the charges they disconnected my services March when they asked for a payment there for by March by mailAnd disconnect a week before this date I've been on the phone with *** on the other line for hrs still on the phone trying to disput the charges of over charge hoping to resolve by today
Sincerely,
*** ***

Complaint: ***
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,
*** ***

Complaint: ***
I am rejecting this response because:How do I contact Centurylink to find out what card I do not own any cards ending in ***I don't have a bank account either so they refunded miney to a non existing account??? Problem is not solved Sincerely,
*** ***

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 verified Mr*** has already
resolved his billing dispute with *** ***I apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing disputeAfter investigation of the account it has been found that per our policy the port canceled the internet service on the account as well because the phone line carries the internet
serviceA credit was placed for $on the old account as a courtesy for the frustrationHowever the deposit requirements must be met to establish stand alone internet servicesCenturylink apologizes for the frustration encounteredFor further questions or concerns please contact out team directly at 1-***Sincerely, *** ***

I have received a copy of the Revdex.com complaint filed by Mrand *** ***, regarding a billing disputeAfter investigation the account it has been found that this issue has already been investigated by a manger in our executive officePlease contact *** *** who received your
complaint you had sent to our CEO for further assistance or questionsOur records show that she has previously sent you correspondence to your concerns and has provided her contact information should you require further assistanceSincerely, *** ***

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’ CenturyLink account, I found she was charged for non return of leased equipment for account number *** ***When Ms***
re-established service with account number *** ***, she agreed to CenturyLink’s high speed internet for $with a promotional discount for months of $making the monthly recurring charge $(before taxes, fees and surcharges) and an additional $off with requirement of autopay and paperless billing making the monthly recurring charge $(before taxes, fees and surcharges) (month contractual timeframe that expires on 04/27/2016)Ms*** also agreed to CenturyLink’s @ease maintenance plan for an addition $(before taxes, fees and surcharges) a month (this is not a required service but optional)Ms*** was sent a new leased modem router on 04/26/(delivery verified by UPS) for an additional $(before taxes, fees and surcharges) a month.I reviewed all account activity and found that Ms*** has not called CenturyLink customer service to dispute any of the chargesCenturyLink allots days from the beginning of any new billing for a customer to dispute the charges.Currently, until 04/27/2016, Ms***’ CenturyLink service includes the following:Internet High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month --------------------------------------------------------------------------------...⇄ Monthly Charges Total $(before late fees, taxes, fees and surcharges)CenturyLink @Ease™ (before taxes, fees and surcharges)Advanced Modem - Lease (before taxes, fees and surcharges)When promotional discounts expire, the monthly rate will change to the standard rateI have sent a return label so that Ms*** may return the leased modemOnce CenturyLink receives the leased modem an order will be placed to remove the monthly recurring lease feeNo addition credits will be issued to the account as Ms*** has the modem from the first account and the new account’s leased modem router without dispute.I would advise Ms*** to contact CenturyLink’s customer service for an account review to see if she qualifies for any new contractual promotions and review if she needs the @ease serviceCenturyLink has sustained all charges as no billing errors have been foundCenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 the monthly recurring package charge has remained the same end rate, however the discount is different as
before Mr***’s discount was a single discount for $off the standard rate and the new promotion is discounts totaling the same amount of promotional discountsHowever one promotion begins on the day the promotion is added and the other on the next bill statementThis caused a prorate difference in price on the 03/19/statementThe remaining will be added at the end of the month promotional timeframe.Below is the products subscribed to with the monthly recurring fees and the contractual promotional discounts:Account *** *** Billing Date Jan 19, Internet High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month -------------------------------------------------------------- Internet Monthly Charges Total $Advanced Modem - Lease __________________________________________________Billing Date Mar 19, Internet High-Speed Internet Loyal Customer Credit -High-Speed Internet Promotion -------------------------------------------------------------- Internet Monthly Charges Total $Advanced Modem - Lease 9.99 As shown above the advanced modem lease fee has increased by $as this is not part of the package discountsThe rate increase on the advanced modem lease fee was notified to all customers on their 01/19/statement with the “Information about your account” section of the bill statementAlso on the 03/19/statement, CenturyLink has notified customers of the rate increase of the Internet Cost Recovery Fee from $a month to $a monthThe discounts Mr*** is receiving will remain the sameAs a courtesy, I have issued a credit adjustment in the amount of $(less the $requested as the cost of the leased equipment has increased)As a reminder, I would advise when Mr***’s contractual promotion is almost over, that he waits to call and add a new promotion till closer to the end of the promotional expiration date to avoid prorated differences in billing as CenturyLink bills a month in advance (each bill statement has a reminder of when the promotion expires).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 situationSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I fLund One of my bill saying that Century Link discount was not onMy Service internet monthly was $29.95, related monthly charges was $Then the tax was $total of $The my monthly charges $54.00, high speed internet loyal Department was-$10.00, the discount promotion for months was -$Total of my bill should of been $This should of been my amountFrom January 4, Every bill was $52.87, until I realized I was not getting my agreed discount each monthly on April 4, The representative did agreed that Century Link discount was not on my total bill Told the representative that I was paying this in full but you Century Link was not owned to there agreeOn July 15th I disconnected Century Link, because I don't trust them anyThat I wanted my money order back of $The man chat with me on line that I will be given my my money back in sixty days from JulyThen I get a bill in the mail on Aug 1st and I chatted with a representative TaMak that I will be given my my money back in sixty days not a billShe didn't understand what I was sayingSo I asked to speak with her Supervisor Me on holdThe I heard someone pick up and they hung up in my facePlease help me with this companyI am a loyal customer and I should not be treated like this at all Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

01/26/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:I had contacted the area plant supervisor to inquire about a list of upgrade to fiber plan and areasHowever, I was advised that a list of areas has not been
completed and that upgrades will occur throughout 2016.As the list is not complete, unfortunately, I cannot confirm if or when the upgrade for *** ***’s address will be completed.I apologize for any inconvenience this may causeCenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 credit was promised as the customer statedWe have adjusted the remaining $that the customer was
initially promised bringing the credit total to $We apologize about the frustration encountered and appreciate the opportunity to investigate and resolve this billing issueSincerely, *** ***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintReview of the account indicates that the customer is receiving 100% of the purchased speed of 1M/896k to the network connection outside the homeThe customer can check
the hard-wired connection speed at the following site: http://kansas-city.speedtest.CenturyLink.net/ This needs to be run from a device that is plugged into the back of the modemAs of November 20th, the customer has already received and adjustment of $for the directory assistance callsCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***