CenturyLink

To whom it may concern: I have received and reviewed the rebuttal and found the following: Having found the account info provided by the customer CenturyLink does see where the customer called in and requested the disconnection of servicesThe new location actually has the same service available as the previous but there was no term or contract involved so the customer would actually qualify for promotional pricing at the new location with the same 40M serviceThis is just for the customer’s information, not relevant to the complaint as there was no obligation on the customer’s behalf to continue servicesThat said, CenturyLink has issued an adjustment for $for services billed after the date originally requested for disconnectionPlease allow up to days for this refund to be receivedCenturyLink 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: this company has lied to us too many timesI am aware that there is only so much that the Revdex.com can do for us but we will only accept a response that follows through on what THEIR EMPLOYEES told us they would doI do understand if you, the Revdex.com, has to close this complaint but we will be not satisfied until they follow through on what they told us they would do
Sincerely,
*** ***

04/20/2016CenturyLink 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 internet order was completed on 03/31/with the offer of CenturyLink’s high-speed Internet
with AutoPay & Paperless Billing with month Term Commitment for $(before taxes, fees and surcharges) and monthly recurring lease of CenturyLink's modem/router, at the time was $a month (before taxes).On 05/13/2015, Ms*** called CenturyLink requesting the CenturyLink Internet Basic program be added to her accountShe was advised that program must be approved via the same guild lines as the Telephone assistance program for low income who meet the requirements and the must have been part of the original install orderAs Ms***’s service was already activated, she doesn’t qualify for the program.On 06/08/2015, Ms*** called CenturyLink requesting the CenturyLink Internet Basic program be added to her accountShe was advised the same information on the 05/13/call.On 06/26/2015, Ms*** called CenturyLink and requested to disconnect the serviceShe was advised by disconnecting the service would result in a $early termination fee due to the promotional discounts on her accountMs*** stated she will call back later once she made up her mindOn 08/13/2015, the account was suspended for non-payment and disconnected on 10/01/for non-paymentThe billing was reversed to 08/13/2015, per procedure.In summary, Ms*** did not set up the CenturyLink account with the CenturyLink Internet Basic programShe didn’t qualify for the program after her service was activated, per program requirementsMs*** did not disconnect the account when she called in June (review from above date)CenturyLink has sustained the charges as valid with no credit adjustment being warrantedCenturyLink 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 Mr*** ***, regarding a billing disputeAfter investigation of Mr*** account it has been found that we are not showing a credit from *** at this timeA bill is due to generate any day for the next
billing cycleOnce this bill generates it should show the credits from *** as long as they submitted the creditsThe account is showing suspended for non payment at this time please contact our financial services team at ***Sincerely, Mr***

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

I have reviewed the Revdex.com Complaint from *** regarding a promotional rate disputeI have reviewed the account notes and bills showing the customer was getting the additional discount for having automatic payment and paperless billing it drops off if the customer fails to set up
auto pay. The terms of our promotions are posted on our website www.centurylink.comThe additional discount for auto pay is also detailed on the monthly bill as a separate discountIf the customer decides to set up auto pay they can then call our Billing Specialists to add the discountWe do apologize for any confusion with the terms of this promotion I have issued a one time courtesy credit of $to the current billSincerely,Mr.***

I have reviewed the Revdex.com complaint from *** regarding a final bill dispute due to incorrect monthly ratesI have reviewed the account notes history confirming the customers claim they weren't getting the correct rate for internet serviceI show on 6/3/we adjust the previous
months rate by $each and tried to correct the promotion codesThree months later the customer canceled out of frustration being charged an early termination fee of $Based on my findings I have adjusted the extra $for the last three months and the $early termination fee for a total adjustment of $which has already posted to the closed account balanceThe remaining charges are sustained we don't adjust nor set *** ** monthly fees they take care of their own billing disputesThere are no further credits due for CenturyLink charges we consider this matter closed but they can always contact *** ** to address their charges if they wantSincerely,***

To whom it may concern:I have received and reviewed the customers’ rebuttal and found the following: In the interest of customer service and as a courtesy to the customer, this due to the difficulty in getting this resolved, CenturyLink has issued a onetime adjustment to the account in the amount of $60.00. CenturyLink provides that this is sufficient to meet the terms of the settlement desired and close this complaint as resolved.CenturyLink appreciates the opportunity to assist the customer with the issues and noted in the complaint and hopes this provides adequate remedy for the customer. Sincerely,*** *** Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/08/05) */
08/05/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Mr*** had been reporting outages of his dial tone that resulted in multiple dispatched trouble
tickets:
07/12/2015: closed 07/13/
07/23/2015: closed 07/24/
07/27/2015: closed 07/28/
07/29/2015: closed 07/30/
08/03/2015: closed 08/04/
On 08/04/I received the Revdex.com complaint and I reached out to the Area Plan Supervisor for Mr***'s areaHe responded back with assurances that the issue was resolved and Mr*** was left with a working dial tone and a contact number for the technician who was assigned to the trouble ticket
I have issued an out of service credit for days in the amount of $I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI also decided to keep my internet in hopes that CenturyLink would make good on this complaintThank you for your help Revdex.com and CenturyLinkI look forward to many more years of being your customer
Sincerely,
*** ***

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaintThe Name, the address or combination thereof as well the
phone numbers listed in the complaint did not return any account informationHowever, if the complainant uses the PRISM product/services the numbers for repair is *** or questions about the service, *** for assistanceThe customer may reply with the information needed via the Revdex.com or please have the customer contact the executive office Manager handling this complaint at any of the means listed belowPlease have the customer provide the account number or phone number and the service address and any other info as is printed on the billCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

Complaint: ***
I am rejecting this response because:
OkI'm past the billing issuesI'm concerned about my CURRENT PLAN PRICINGI DID NOT SIGN UP FOR VOICEONLY INTERNETWhen I spoke with the agent last week; this is what was supposed to be happening as a resolution: TWO YEAR INTERNET ONLY @ $plus taxTHAT'S ITJust my 40Mbps internet at that rateThat was what the agent set forth one week ago today. I don't even care about anything elseI just want to know that's what's happeningBUT NO ONE AT THE COMPANY WILL CONTACT METhey wait for me to contact them, or to continue to work through the Revdex.com siteI'm willing to talk to someone if they are willing to be less lazy and pick up a phone and call meAdditionally; UNDER NO CIRCUMSTANCES should Century Link be on my property unless they are on the phone with me; there is no open order to turn on phone service, there is no open order to change service ( except for what happened last week to make sure I was on the year agreement) AFTER TWO YEARS, I UNDERSTAND I NEED TO SIGN UP FOR A BUNDLETHIS WAS MADE VERY, VERY, VERY clear to me by the agentJust tell me that my next months bill will be for INTERNET ONLY, @ $34.95, plus tax, plus (apparently) a $addition from this month that would be added on. I"M OK WITH THISI JUST NEED TO KNOW THIS IS WHAT'S HAPPENING. As an addendum; I'm on paperless billing, and auto payI expect Century Link to be honest with their billing; I signed up for those two items not because of a discount, but because I canI know I have the money every month to pay my expected bill.I DO NOT CARE ABOUT ANY PAST BILLS AT THIS POINTYOU OBVIOUSLY GOT A PHENOMENAL AMOUNT OF MONEY FROM ME in the last three months; My bank statement will show that; and by comparison to my previous year of service from you is absurdBut that's okI don't care; I only care about the COMING months; (months, however you want to look at it from your crazy billing formats)That's all I want to talk aboutIf you can't or aren't willing to provide that information, then we need to re-discuss with the agent that worked with me in a three way phone call, with the original call as reference for what was saidI'm sorry, but this is how it will have to be.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have attached two documents. One shows the original online order pricing confirmation of $per month (effective 3/18/16) which I am requesting Century Link to honorThe second shows that I opened a priority ticket (escalated help request on 3-30-16) for this specific issue. Century Link mentioned in their response to this Priority Ticket that they can see there was an issue with how the discount was applied and that their Loyalty department could fix itI had tried numerous times to contact Century Link regarding this issue. Due to very long hold times, I was not always able to stay on the line long enough to get a representative from Loyalty on the line. I am definitely not satisfied that they are not honoring the online order agreement and pricing even though it is clearly documented in writing on the emailed change order
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/10/26) */
CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, XXXXXXXXXI would like to apologize for the less than exemplary service that Ms*** feels she recently received from CenturyLink
A
Broadband Escalation Representative has checked Ms***'s DSL serviceThey found no issues with the line or any pattern of issues with the service calls to supportIn the past few months, there have been service outages in Ms***'s area, several of which were for routine maintenanceIf Ms*** was active during our maintenance window, this may be part of her issueMaintenance is not always customer affecting so it is difficult to determine if Ms***'s issue is related without a call to support
In an effort to satisfy, the Broadband Representative has issued a month of credit for Ms***'s Internet serviceThis credit should be reflected on the November 6, billIf Ms*** is experiencing problems with her service, she is advised to contact CenturyLink repair to report the issue so we can accurately troubleshoot the issueWe can then isolate if her issue is related to an outage or another issue
CenturyLink apologizes for any inconvenience Ms*** has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 11, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

05/05/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found on his 03/10/statement, Mr*** was notified of the increase of the internet cost recovery fee
(show from a clip of his statement):---------------------------------------------------------------------...⇄ Account ###-###-#### Billing Date Mar 10, Important News from CenturyLink About Your Service Effective with your April bill, you may notice an increase in the rate for Internet Cost Recovery, to a new rate of $The Internet Cost Recovery Fee helps deflect the costs associated with building and maintaining the CenturyLink broadband networkIf you have any questions about this notice: residential customers, please call a Customer Care Representative at ###-###-####; business customers, please contact a Customer Care Representative at the telephone number printed on your billThank you for choosing CenturyLink for your communication needs--we value you as our customer------------------------------------------------------------------------...⇄ fee helps defray costs associated with building and maintaining CenturyLink's High-Speed Internet broadband network, as well as the costs of expanding network capacity to support the continued increase in customers' average broadband consumption. It is the position of CenturyLink to sustain the $Internet Cost Recovery Fee as billedCenturyLink regrets any inconvenience Mr*** may have experienced while resolving this matterCenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/08/12) */
08/12/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Ms***'s CenturyLink orders, I found orders for new service was created:
XXXXXXXXXX
XXX equipment shipped on 07/03/and delivered on 07/06/(not returned)
XXXXXXXXXX XXX equipment shipped on 07/17/and delivered on 07/20/(not returned)
XXXXXXXXXX XXX No equipment shipped
All of the orders were cancelled without establishing an accountMs*** will not be billed for any servicesHowever, the CenturyLink equipment does need to be returned or there could be a non returned equipment charge in the amount of $(before taxes) per order that equipment was shippedI advise Ms*** to contact UPS for an update on the delivery of the returned equipment if she has already sent them to CenturyLink
CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***'s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situation
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think CenturyLink service is awful, and I am glad to be done with themIf how incompetent their customer service is while setting up accounts and service is any indication, then their internet service must be awful tooI filed the complaint through Revdex.com because the system for filing a complaint durectly with CenturyLink was complicated and a painI could never just talk to a manger or anyone to file a complaintThey just constantly give the run aroundI will check on the status of their modems

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Of course they have my ss#, I was a former clientI need to see the installation paperwork to determine if they are right or just wrong

Complaint: ***
I am rejecting this response because: I provided Century Link with information including utility bills, Drivers Licenseand divorce decree. Of course it is in my name. That is why I am having to deal with this. Someone called in and set up a fraudulent account. If it were not in my name or I really did set up the account it would be different and I would not be dealing with it. I have another account that has been active for years and is paid on time. This account was at a different address where I do not live and haven't since 04/2014. Someone called in and gave my name but offered no identifying information such as birth date or social security number and Century Link still set up an account based off of a unidentified persons word on the phone. They can not prove it was me that set up the account because I did not set it upI have given them the proof they needed to see that I live at a different address. I do not understand what esle needs to be done
Sincerely,
*** ***

They did fix some of their promisesI was told by several people that I would get mega bites and a free modemThe first call in February, she said I would get mega bites and did NOT need a new modemThey sent it anyway and were charging me $a month Another person said I need the modem for the mega bites and it was freeSo, what should I believe? I sent the modem backHave not been charged.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following: With all due respect, this was due to the customer error of overpaying on the account through the customer’s bank account bill-pay system When
this happens there is a certain amount of time for the payment to clear and once applied to the account then can be refunded in a given amount of time This is a standard business proactive for most all businesses to avoid refunding a on overdrawn account then getting the payment reversed by the consumer resulting in a duplication of the amount being refunded Centurylink understands this can be frustrating but has to consider the situation and be fair to both the customer and CenturyLink interest in seeing that this is handled in a fair and correct way to both as the refund was applied and the possible fraud associated with this kind of situation was also confirmed not to be a fraudulent situation 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