CenturyLink

Initial Business Response /* (1000, 4, 2015/11/06) */
11/06/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***'s CenturyLink account, I found multiple orders to reduce billing to $
(before taxes, fees and surcharges) starting on 05/15/The billing issue stems from the type of phone number that Mr*** subscribed toThe phone number was what is called a metro lineMetro line numbers were designed for metropolitan areas (i.esmaller towns around a larger town) this allowed calls to be made to further distances without charging long distant rates but would be included into the local line rate when billed in a package or by an additional surcharge called ESA (extended service area)
Each time an order was placed to make the account bill at basic line rate, CenturyLink's offline group would issue a secondary order to add the ESA surcharge increasing the monthly recurring charges (as required by regulations)Mr*** had been subscribed to a package and was not charged the ESA previously
On 08/12/2015, orders were placed to change the phone number to a non-metro number and an offer was made to reduce the rate by adding the Economy package (includes phone, caller id, and a basic long distance) and promotions which make the monthly recurring cost $(before taxes, fees and surcharges)Summary of charges including some static surcharges are as followed:
Economy package $
Limited time promotions -$
Access Recovery Charge $
Facility Relocation Fee RES $
Subscriber Line Charge- Inter $
Subtotal of pricing $(before taxes, fees and surcharges)
Credits of $were applied on 08/28/
On 09/18/2015, Mr*** requested the features to be removed from the accountThe package was not changed only caller id removed maintaining the monthly recurring cost of $(before taxes, fees and surcharges)
Credits of $were applied on 10/15/
On 10/20/2015, Mr*** requested the long distance to be removed from the accountThe package was removed as was the long distance making the monthly recurring cost of $(before taxes, fees and surcharges)Summary of charges including some static surcharges are as followed:
Basic Residential phone line $
Access Recovery Charge $
Facility Relocation Fee RES $
Subscriber Line Charge- Inter $
Subtotal of pricing $(before taxes, fees and surcharges)
As Mr*** has a basic line and credits have already been issued to the account, CenturyLink finds this issue to be resolved with no further credits warranted
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/11/10) */
From: *** *** (mailto:***@charter.net)
Sent: Tuesday, November 10, XXXX X:XX PM
To: 'Revdex.com'
Subject: RE: Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXXX)
Issue resolved

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 *** *** 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 *** *** was receiving promotional discounts, which began expiring in March 2017. Thus, his March 10, bill was higher than it had been in previous months. Our records indicate he spoke with a representative on April 5, 2017. The representative issued an order to add two new promotional discounts, a $and $discount. Since the order completed near the April bill date, the discounts were not reflected on the April bill. The new discounts should have been on the May bill, but due to an order error, they were not reflected on the May 10, bill either *** *** spoke with a representative on May 24, 2017. An order was issued to remove his Prism service. This order completed on May 25, 2017. In an effort to satisfy, a credit for the promised Prism discounts from the April 5, conversation has been applied to the account for the April and May bills. A credit for $was issued on June 7, and should be reflected on the June 10, bill *** *** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience *** *** has experienced
*** CenturyLink Customer Advocacy

CenturyLink appreciates Mr*** writing regarding his recent experience with our company. I regret to inform Mr*** that he did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate the * order Mr*** provided.
Due to the age of the order, it has aged out of our systems In the Revdex.com complaint, Mr*** indicates he has the assigned account number, the payment confirmation number, and his credit card statement. If Mr*** could provide this information, I should be able to locate the deposit. The credit card statement should include a transaction id, which is what is needed. Any other information he can provide would be helpful. I regret any inconvenience this may cause *** Customer Advocacy Group

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 we have found the customer initiated the stop payment on the account which then caused the account to be
suspended for the past due balance on the accountOur customer care has restored the services and waived the $restoral fee as it is charged when service is restored as a courtesyIn effort to resolve we will credit he returned check fee as well that was billed for $on the Feb 10th billing statementFor further questions or concerns please contact our team directly at 1-800-244-1111 CenturyLink has closed this complaintSincerely, MrC***

12/30/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Ms***’s Revdex.com complaint, I had requested a review of calls and notations found Ms*** was offered
months credit for the internet serviceAn adjustment was applied to Ms***’s CenturyLink account for months of the internet package price totaling $which reflected on the 12/23/statement. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has closed this complaint Sincerely, *** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the customers replyI checked the closed account which now has a zero balance as of 4/22/due to the credit adjustments I made on that dateSincerely,***

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 trainingThat account listed at this address
had an initial order placed on the 2nd, that didn’t get received or updated until the 4th, and was delivered on the eighth, or the 3rd business day after the order was updated or received (the 6th and 7th were non- business daysAt any rate, this would not be grounds to compensate as there wasn’t any service to compensate for if the service was not live until the date of the delivery, The request for monetary reimbursement for charges that were not incurred incorrectly has been deniedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI would be happy to see what I can do to help with this dispute if the customer can please provide me with their CenturyLink account numberSincerey,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 meI encourage CenturyLink to develop a way for customers to provide proof a new address is not in CenturyLink's service area and then waive any early termination fees rather than automatically charge them, even after notice from the customer as happened in my case.Thank you for your assistance.
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 meI will contact centurylink or *** to facilitate the requestShould the inquiry on my credit report not be removed in a timely manner, I will continue to work with the Revdex.com to assist me in correcting the issue.
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr***'s account it has been found that the modem needs to be returned via the return process that has been explained to the customer multiple
times per our account notesWe have provided Mr*** a prepaid label to return the equipment to avoid charges for the unreturned equipmentIf Mr*** fails to return the modem he will be charged $plus tax for the unreturned equipment, which he has also been explained previouslyCenturylink has closed this complaint.Centurylink apologizes for the frustration encounteredSincerely, *** ***

Thank you for the additional information you providedWith the information and further investigation we were able to verify the modem was returnedWe have issued a credit for the modem charge and have had our financial team retract all collection efforts on this amountWe apologize about the frustration and appreciate the opportunity to resolve this issueSincerely, *** ***

Initial Business Response /* (1000, 4, 2015/10/13) */
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 have verified Mr*** contacted CenturyLink on September 17, At that time, the billing issue was resolvedI left Ms*** a voice message with my contact information for any further questions or concerns
I apologize for any inconvenience CenturyLink may have cause Ms***
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
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,
***

1/14/Centurylink has reviewed the customer account regarding the charges on the accountThe customer is stating the rep who cancelled the service there would be no charges due to cancelling service within thirty daysThe remaining charges have been adjusted to a zero balance todayThe
collection agency has been advised to stop collection action and to pull the debt if reportedCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

05/30/2016 CenturyLink 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 new install order was placed on 11/02/for CenturyLink high speed internet, leased
modem/router and CenturyLink’s @ease maintenance plan for an estimated monthly fee of $with a requirement of CenturyLink’s autopay for the full discount, as follows: CenturyLink internet $63.95Contractual promotional discount -$19.00Autopay discount -$10.00Leased router $9.99@ease $9.95------------------------------------------------Total price $(before taxes, fees and surcharges) Without the required CenturyLink autopay: CenturyLink internet $63.95Contractual promotional discount -$19.00Leased router $9.99@ease $9.95------------------------------------------------Total price $(before taxes, fees and surcharges) As the review of Mr***’s CenturyLink billing statements have found that the billing is correct for pricing without CenturyLink’s autopay, CenturyLink finds no credit to be warranted and would advise Mr*** to enroll in CenturyLink’s autopay by setting up auto pay through his checking account or credit/debit cardThis may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) or through the back of the payment remittent slip by filling out the information for auto pay and sent in with current month paymentKeep in mind that autopay may take 1-bill cycles to complete and the additional promotion will not begin until the bill reflects. CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Upon review of this complaint with ***, this issue has been resolvedI apologize for any Inconvenience cause to ***, VT ** Customer Advocacy Group

I have reviewed the complaint from *** regarding a request for internet service at his locationI could not find an active account at the address provided so I'm assuming *** is trying to get service there. I checked service availability at the address provided and show we currently don't
have any availableUnfortunately very rural areas like this address aren't always quick to be upgraded based on cost vrs number of potential customersWe appreciate ***'s interest in our service and hope this status will change in the futureSincerely,Mr.***

Initial Business Response /* (1000, 4, 2015/10/08) */
10/8/The customers complaint was addressed by Mr *** with our office
Initial Consumer Rebuttal /* (2000, 6, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received bill with zero balance and
a check for the amount that was charged to my card

I have reviewed the Revdex.com complaint from *** regarding disputed charges on the first billI have reviewed the account history and notes showing the cus***er was adjusted for downtime and the modem feesAs a courtesy I have adjusted the $activation fee since the cus***er
wasn't advised when the order was place the rest of the charges are sustained as correctWe apologize for the rough start in getting the cus***ers service working correctly and the billing issues they have been adjusted at this point.Sincerely,***