CenturyLink

Complaint: ***
I am rejecting this response because: I was told by the customer service rep that a note would be placed on my account noting that if AT ANYTIME I decided to discontinue to service due to the multiple attempts to right this problem, I would be able to cancel my service with not termination feeWhat you have said in regards to this conversation is a bald-faced lie The conversation did not end with any of the stipulations outlined in your response and I would like to see any documented proofIt is unacceptable for a business to conduct itself with such shameless disregard for a standard of ethics for your customers. Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** *** regarding her billing disputeMs*** had *** *** ***, which was cancelled on July 25, On July 26, *** *** *** was cancelledMs*** has a zero balance both bill have
been resolvedCenturyLink apologizes for any frustrationSincerely, Ms*** CenturyLink Customer Advocacy

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 trainingUpon review, I verified all final charges billed to Mrs
*** were credited back to zero on June 10, I made contact with Mrs***, I assure here no credit reporting agencies have been notified as all concerns have been resolvedI apologize for any inconvenience CenturyLink may have cause Mrs*** CenturyLink Customer Advocacy Group

I have reviewed the RevDex.com Complaint regarding ongoing internet problemsI checked the Customer's line and show the current stats look good but the line doesn't show as stableI have requested our Internet Escalations Team contact the customer to further assist with
this ongoing issueThey will be in touch within 1-business daysWe apologize for the time and frustration this has caused for our Customer.Sincerely,Mr***

CenturyLink appreciates the opportunity to review Ms***’s account, ***. Our records indicate Ms***’s October 11, bill reflects charges for the October to November 10, billing period. Our records reflect Ms***’s order to move service was issued on November
4, 2015, with an original due date of November 10, 2015. A payment for $for the October charges was received on November 10, 2015. Since the $payment was for services provided prior to the move, CenturyLink respectfully denies Ms***’s request for a refund Our records indicate Ms***’s account received a credit for $on June 1, for the equipment charge that appeared on the April 11, bill. The account currently reflects a zero balance due. CenturyLink regret any inconvenience Ms*** has experienced. *** CenturyLink Customer Advocacy

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingEvery monthly statement from the
first to the last month of the promotional term indicates the month of the term, the months left and when that term expiresThis customers term was over on the 24th month and that is why the increase in the monthly rateA $adjustment was given to the customer to offset the difference the first month the regular rate applied and the $late fee has been adjusted as wellThere is nothing incorrect about the billing it is all correctIt is the customers responsibility to check each month and read the bill to see what if anything is not according to their understandingThere has been an over-payment due to the timing of the bill and the mounts paid and posted which has left a $credit balance posted on the accountThe customers already been given the correct adjustments and is not in the price for life going forward so there should not be any changes in the price if there is no change to the servicesCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

To whom it may concern: I have received and reviewed the rebuttal and found the following: Again, CenturyLink does not randomly change the pricing or add or change anything on the customer’s account without the customers consentPromotional pricing or features during the promotional period do change once the promotion expires; this is what has happened on this account and is not a mistakeThat said, people can make mistakes and we do try and rectify these when they occurThe customer has an ongoing modem return issue and four attempts have been made to send the customer a label to return the equipment but it still has not been returned as far as CenturyLink inventoried product showsI have issued a request for another label to be sent to the customer; these are sent first class mail via the U.Spostal serviceThe customer should expect the label to arrive in the regular mail within the next 7-daysThe RMA number is CTL: ***The label is to be used via United Parcel Service (UPS)On the label there should be a peel and stick portion that contains the tracking number; it’s recommended that the customer also take a snap shot and/or write it down so the customer can track that it returnedVoicemail was not removed from the customer’s account but may have changed due to any other package changes the customer may have authorized on the accountCenturyLink 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, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: ***
I am rejecting this response because:If your company is intent on stealing this money from me, so be it. I have wasted way too much of my life on this. The service was active for days with a buyers remorse clause that promised money back. Instead you charge for a full month plus a prorated month for service I didn't even have. I have given you every attempt to make this right, but you refuse to. I have learned my lesson and will share my experience as much as possible. Thank you to the Revdex.com for mediating this debacle. I feel certain that Centurylink would be saying that I still owe them money without your help.
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
For the record, the move was scheduled for the 23rd NOT the 24th as you have on record I also tried to contact Centurylink at the number specified on the Revdex.com complaint page and was routed to customer service who did not know how to route me the the special complaint department.Sincerely,
*** ***

After review the disconnection order was suppose to be back dated to and it was back dated to Which left the balance on the accountWe have corrected the back dating and at this time the account is now closed at a zero balance and nothing is due at this timeWe apologizes for the frustration./ Sincerely, Mr***

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 trainingAfter further review with Mrs***, I agreed to
document Mrs***’s concerns in regards to our door to door sales agent’s solicitation practicesI advised Mrs*** to get names and Identification information if agents continue to solicit her homeI provided Mrs*** my direct contact information for any further questions or concerns** CenturyLink Customer Advocacy Group

04/06/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found that Mr***’s original package was for CenturyLink’s Pure Broadband (internet only account)
with a month contractual promotional discount reducing the standard rate of service to (before taxes, fees and surcharges) with a requirement of CenturyLink’s auto payMr*** was advised on every bill statement of the expiration date of the contractual promotion and that standard rate would apply after the promotion expired:------------------------------------------------------------------------...⇄ are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 02-03-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill.When promotional discounts expire, the monthly rate will change to the standard rate.---------------------------------------------------------------------------...⇄ changed his service to include a phone to the internet service with a bundle package with a $per min long distance plan, a new month promotional discount for $plus per minute rates for any long distance used (before taxes, fees and surcharges)Due to the addition of the phone and long distance taxes, fees and surcharges are higher than with just internetUnfortunately, due to long distance per minute rates, taxes, fees and surcharges fluctuation, CenturyLink cannot quote an exact monthly recurring fee only the package month promotional discount price of $before long distance per minute rates, taxes, fees and surcharges with a requirement of CenturyLink’s auto pay.On 04/05/2016, Mr*** was issued a credit in the amount of $($fee + $taxes) to compensate the standard install fee of the phone (this is an order processing fee on active accounts changing from internet to phone and internet package).CenturyLink promotions may have requirements to receive full promotional discounts, such as CenturyLink’s auto payDeposits are required when adding a new product to an account depending upon a credit evaluationDeposits are returned after months of good payment history has been elapsed (the refund of the deposit may take up to an additional 1-bill statements to be applied to the account)CenturyLink does not have a “special” phone number to call to avoid the regular queueThe standard customer service number is ###-###-####While CenturyLink does have individual numbers to specific departments, CenturyLink offers the standard number and advise customers to utilize the prompts to more accurately connecting customers to the proper departmentAdditionally, CenturyLink does not compensate for time spentAs the original promotion’s date was advised on every bill statement and Mr*** accepted a new month promotional package with phone and internet and CenturyLink has found no billing errors, CenturyLink has closed this complaint.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

Our records indicate Ms*** also submitted a complaint with our Executive Office regarding her concerns. A manager from our Executive Office is currently working with Ms*** and an email was sent on February 24, 2016. Ms*** is encouraged to continue to work with the manager, if her
issue has not been resolved. CenturyLink regrets any inconvenience Ms*** has experienced. *** Customer Advocacy Group

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 trainingMrs*** stated she was unaware of any year contract on her
accountThere was a fee charged to her account for early termination due to the contractI issued a credit to clear the balance on Mrs***’s accountCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs*** CenturyLink Customer Advocacy Group Tell us why here

Complaint: ***
I am rejecting this response because: I received a message from Veronica E*** on 4-17-2018. I left her a message advising to contact me via phone or email; email preferred as I literally work days a week
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,
Michelle ***

Complaint: ***
I am rejecting this response because:Until I have actually received the refund, I do not want this case closedI also have a refund due from overpayment of my final bill, too, which I have not received.Centurylink did NOT offer to replace our modem because the technician said there was nothing wrong with itThe service problems were evident as soon as the upgrade was done, but I did not have time to deal with it due to traveling back and forth to help my parents with health conditions.The service in our house was never set up correctly, causing the modem to stop multiple times a dayAfter that was "fixed," we had ongoing issues with the speed fluctuating dramatically, dropping below mbps regularlyThat was never fixedThe final straw was our plan changed by a technician without our permission, causing our bill to doubleAll of this cost me huge amounts of wasted time and frustration.And forced this customer of years to move elsewhere for service!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/23) */
I have received and reviewed the Revdex.com complaint from *** regarding poor service and misinformation on the tech repair dateI have review the account history and adjusted $off the account due to the downtime of the
customer's serviceThe adjustment has already posted to the account CenturyLink would like to apologize for the poor service and slow repair time we understand that would be frustration
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for this settlement...it is a very fair one

09/09/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: CenturyLink and *** ** are separate companies that bill together to offer our customers bill and in certain cases discounts may apply
CenturyLink and *** ** have different bill cycle dates and both companies bill a month in advance for serviceThis allow for *** ** to send Ms***’s *** ** bill on the 28th of once every month to CenturyLink and for CenturyLink to make payment on behalf of Ms***CenturyLink then holds on to Ms***’s *** ** bill until the CenturyLink bill is printed on the 9th of the following month (i.e*** **’s 07/28/bill statement appeared on CenturyLink’s 08/09/bill statement). Ms***’s first *** ** bill statement appeared on Ms***’s CenturyLink bill statement dated 03/09/The charges were itemized on page of (exactly the way *** ** sent the bill statement to CenturyLink) reflecting the charge: ***, *** *** * *** monthly $charge and reflecting the months promotional credit: ***, *** *** * *** Mos Free ***/*** -$The same charge and credit reflected on the next CenturyLink bill statements dated 04/09/and 05/09/Once the months promotion expired, Ms***’s *** ** bill statement only reflected the charges for ***, *** *** * *** monthly $53.99. On 08/01/2016, Ms*** called CenturyLink about the ***, *** *** * *** monthly $chargeThe agent advised Ms*** about the months promotional timeframe and transferred Ms*** to *** ** (CenturyLink cannot make changes, credit or edit *** ** service or billing, due to being different companies that combine billing once a month) On 08/15/2016, Ms*** requested to have the combine billing stoppedThe order was placed and due dated for the same dayBy ceasing combine billing means all billing (charges or credits) cannot be delivered from *** ** to CenturyLink. I contacted *** ** on 08/16/and was advised that *** ** is no longer combined billedMeaning the credits that were applied to Ms***’s *** ** account will appear on the 08/28/*** ** with the new 08/28/to 09/27/charges will be mailed directly to Ms*** on a *** ** bill statement rather than combined billed Since the charges were paid for by CenturyLink, they cannot be pushed back to *** **As CenturyLink has paid for Ms***’s *** ** service per her request to receive additional discounts through combine billing, CenturyLink finds the charges to be valid and due to CenturyLink CenturyLink 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 customer has been leasing a modem from us for $a monthCenturylink has two options
for customers regarding our modems. First they can lease a modem for $a month and this includes an unlimited warranty on the equipment should something go wrong with the modem its always covered while leasingThe second option the customer can purchase the modem for $and the modem has a one year warranty after purchaseWe do not have a least to own option, If Ms*** decided to purchase a modem it would be the $and we would send the customer a brand new modem at that time and a return label to send the lease modem backMs*** also has the option to purchase a compatible modem elsewhere and return the leased modem and the $will be removed upon the return of the equipmentSincerely, Mr***