CenturyLink

I have reviewed the Customer's reply regarding the credit report reportingWe will notify the collections company that the closed account has a zero balance we adjusted the charges as a courtesy they were valid *** ** charges that CenturyLink already paid *** **. The account will then be updated on the Customer's credit report as paidSincerely,Mr.***

I have reviewed the Revdex.com Complaint from *** regarding being charged an early termination fee and confirm what date the billing stoppedI have reviewed the closed account and show the monthly charges were credited on the September bill back to the disconnect date of Aug 26th
We also credited the early termination fee on September 29thBased on my findings the customer's concerns have been resolve we apologize for any conflicting information the customer has receivedSincerely,***

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 trainingAccount notations indicate that the
customer contacted CenturyLink on April 8, but did not get the account canceled at that timeUpon calling in after accepting a term commitment, the customer notations on the account due indicate that there issues they were experiencing due to the promotional criteria not being met (paperless billing and autopayment)Since the customer was a loyal customer and was near the beginning of the new term and due to the services now available at a price for life which carry no term, the early termination fee has been adjustedThe reference for this adjustment is *** in the amount of $That leaves a balance owed of $CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Complaint: ***
I am rejecting this response because:I get a letter once a week saying please call to get setup with Internet from centurylinkI've been given a different answer everytime I callI call one day and am told it's only temporary then call again and am told oh you'll never get internet from us and we're not going to do anything about itsatellite Internet is expensive and that is not a sufficient solutionI know a lot of peopl in my area who would benefit from being able to obtain dsl.even when I go to the centurylink website and search availability for my address it comes up saying due to capacity issues services are TEMPORARILY unavailablewhich to me would mean that there will be a solution put in place so that more people can be offered service, but now I'm being told no we liedIf services won't ever be available or you just will not spend the money to gain *** customers your website should say service is unavailable not tenporarily unavailableYou also shouldn't send letters to people regardless of its auto generated or not offering service to an area that doesn't get serviceYou have mad wit clear that a customers needs are not important and that you are unwilling to do anything about this problem because of someone's not already paying you for a service they do not matterYour customer service people made that clear as well with giving mixed information not trying to explain anything and just passing the buck until I gave up and hung upWhat an awful way to run a business
Sincerely,
Cori Schneider

Initial Business Response /* (1000, 4, 2015/09/08) */
09/08/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Ms***' CenturyLink account, I found orders:
Phone/internet Service - Jul 24,
Order Number *** (3yr price lock - phone, long distance, features and internet)
Internet Service - Jul 29, Order Number *** (just internet)
Internet Service - Jul 30, Order Number *** (disconnection)
The final bill amount of $includes charges for the phone and internet package for days (standard rate), standalone internet for days, shipping cost of leased modem, lease of equipment, taxes, fee, and surcharges
CenturyLink offers a day satisfaction guarantee for the CenturyLink high speed internetIf a customer is not satisfied with the internet service and requests to disconnect before days, then the cost of the internet is reversed and the customer is only responsible for the phone charges on the billingUnfortunately, CenturyLink has never offered a free month of service as a promotional offer for new customersCenturyLink is a tariff utility
However, I understand that there may have been a misunderstanding of the promotion or the description of the promotion was not explained correctlyAs a courtesy, due to the limited amount of time the service was active, I have applied a credit to the account in the amount of $leaving a zero balanceA revised final bill will be sent on the next scheduled bill date of 09/28/reflecting the creditI also resent the return labelIt will arrive in an envelopeI recommend that Ms*** opens all mail as it may not be labeled as sent from CenturyLink
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for honoring this misunderstanding, that means a lot to me and makes me think differently of the companyI'm glad we could resolve this, and I will do more research next time I sign up for anything to avoid future conflict!

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr*** complaint we have determined that service was set up at the customers address however per our record no data was used on the accountThe account
was previously credited for all charges on 01/24/and a new account opened and records show that it was activated on 01/27/We apologize about the frustration encountered and appreciate the opportunity to investigate the customers concernsIf Mr*** needs any further assistance please contact our team at *** we'd be happy to helpSincerely, Mr***

CenturyLink appreciates *** *** giving us the opportunity to review our handling of his account, *** *** ***. I would like to apologize for the less than exemplary service that *** *** 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 the account was established on November 23, 2016. On February 22, 2017, a web notification was sent to *** ***, as no payments had been received since the account was established. A payment for $was attempted on February 23, but it failed. The account was suspended for non-payment on February 28, Per the notations on the account, *** *** spoke with a representative on March 9, but refused to verify the account. Thus, no payment arrangements were made. On March 10, 2017, *** *** spoke with a representative. A payment for $was received and the account was restored. A credit for the $convenience fee and $for the correctly billed Late Payment Charges was applied to the account, in an effort to satisfy. The account currently reflects a $credit balance If this information does not address *** ***’s concerns, more information will need to be provided, as he did not provide details of his issue in his Revdex.com complaintIf additional information is provided, CenturyLink will be happy to investigate his concerns. CenturyLink regrets any inconvenience *** *** experienced *** CenturyLink Customer Advocacy

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 trainingAfter reviewing all concerns with Mr**, I verified Mr**
canceled service due to increase in cost of service after fulfillment of his promotional offerMr** advised the reason for service disconnection was due to CenturyLink”s confusing change in service process for a new promotional offerI assured Mr** his concerns would be documented and reviewedAs a onetime courtesy due to any confusion with our service offering, I agreed to a onetime credit of $to offset Mr**’s final billingCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr**JJ CenturyLink Customer Advocacy Group

I have reviewed the complaint from *** regarding a poor customer service experience and explanation of how our billing policies work CenturyLink customers are billed from the activation date up to the bill date then one month in advance on the first bill then one month in
advance going forward. If there are any change made during the billing cycle those charges or credits are prorated on a per day basis on the next billIn the case of this account the bill date was the 13th of each month so when they made their payments before the due date each month they would have been paid up to the 13th of the following monthI show the customer called on 10/13/to place a disconnect order that was given a disconnect date of 10/16/17 . Our orders require 1-business days to complete depending on what is required to complete the requested orderThe time of day and day of the week can also impact the soonest possible due date for a order as well***'s final bill generated on 11/13/17 with a balance due of $3.90 which has already been paidWe understand our bills can be confusing especially our first and last bills of an account they usually have one time fees, prorated charges or creditsWe apologize if our Consultants didn't do a good job explaining our billing policy and setting expectations for the final bill causing a frustrating experience. Most of our calls are listened to in real time or recorded to identify training opportunities for our ConsultantsIf *** has any unresolved questions concerning the closed account we are happy to further assist as neededSincerely,***

Complaint: ***
I am rejecting this response because: I contacted CenturyLink every time they increase our bill for absolutely no reasonBy our records you are currently charging us a month for "updating the internet" every where but here!I contacted you about the interruptions the same day I filed my complaint with Better BusinessIf you are not keeping track of "customers" that are having problems that is not my problem it is yours
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Yes they gave me months worth of credits, how about I steel from them, oh wait I would go to jailThats what they did to me, while they knew this modem was in another customers houseI want all of it backThey have a small limited amount of time before I take legal and criminal action against this company.
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, 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 frustrationSincerely, Mr***

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,
*** * ***

CenturyLink appreciates Ms*** 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 training.Upon review, I verified Ms*** subscribed to CenturyLink
internet service and agreed to a one year contractMs*** claims that the service did not work well in her homeI reviewed the technical support contacts and repair ticketsTechnical support is available to our customers 24/and if the agent cannot resolve the customer’s concerns, we send a technician to their home to assistI show one call to technical support on 05/08/She called concerning her modem light being orangeThe agent resolved the issue during the callThere are no other technical support tickets/callsThere is no documentation of any technician going to her home at any time or stating we could not make service work due to the age of her homeOur records indicate she downloaded an average of GB daily.Ms*** was aware of the one-year contract and selected to cancelThe early termination fee is valid.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.***CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding her billing dispute. In review of the account, Ms*** contacted CenturyLink on April 20, regarding this disputeAn adjustment of $was issued for customer
satisfactionThis resolved the balance and the issueCenturyLink has requested that there is no credit reported associated with this accountCenturyLink apologizes for any frustrationSincerely, *** *** CenturyLink Customer Advocacy

To whom it may concern: I have reviewed the cus***ers’ complaint and found the following: CenturyLink would be happy to assist with this situationIf the cus***er would still like CenturyLink to assist with this complaint, please have the cus***er contact the executive office Manager handling this
complaint at any of the means listed belowCenturyLink acknowledges the cus***ers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaintSincerely, *** *** Executive Regulatory Escalations Analyst CenturyLink Cus***er Advocacy Consumer/Small Business Sales and Care *** ***

12/31/Centurylink has reviewed the customers account regarding the delay they experienced when they requested the service be transferredThe customer indicated they were without service for four weeksThe account reflects the customer placed an order to transfer service on 11/4/with a due
date of 11/18/The order was completed on 11/18/
A repair ticket was created on 11/19/with the repair being completed on 11/23/The account was issued a $credit on 11/4/and a $credit on 11/18/The customer ported their service to another provider on 12/15/Centurylink apologizes for the poor customer service received regarding this matter/
***/Centurylink Manager

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr*** account it has been found that there have been several calls from the customer for billing discrepanciesEach call is noted with notes
regarding adjustments and orders made to get promotional rates and correct errorsPer our records we were not able to locate the original terms that were disclosed to Mr*** regarding the price and terms of the promotions that were offered at the time of installDue to these inaccuracies of notes we have come to the conclusion that if the customer chooses to end services we will waive the early termination feeWe have added an executive office notation to the account if the customer chooses disconnect not to charge an early termination fee. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr*** issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationSincerely, Mr***

05/10/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found this issue has already been resolvedOn 12/21/2015, an order was placed to disconnect Mr***’s
CenturyLink account with a due date of 01/20/Unfortunately, an order error occurred that showed the account as disconnected however the billing continued.On 04/07/2016, an order was placed to disconnect Mr***’s CenturyLink account again with an effective bill date (reversal of charges) for the CenturyLink service to 01/18/Mr***’s final bill statement reflects the reversal of the CenturyLink service to 01/18/leaving only the combined billed *** ** charges of $on his CenturyLink account as a balance due.A payment in the amount of the $122.53, posted to Mr***’s CenturyLink account on 05/05/This payment brought the account to a zero balance.As this issue has already been resolved, CenturyLink has closed this complaint with an apology for any inconvenience the order error may have caused.S*rely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 6, 2015/12/17) */
12/15/Centurylink has reviewed the customers account regarding the early termination charge they were advised would be billed when they disconnected servicesThe customer indicated they cancelled the service due to the due date they were
quoted on a repairThe account was disconnected on 11/17/15.The customer was issued a service credited of $on 11/16/The early termination charge was waivedThe customer does need to return the modem to avoid being billedCenturylink apologizes for the poor customers service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We were supposed to receive a box to return the modem and it has not arrived as of this date