CenturyLink

Complaint: ***
I am rejecting this response because:I am waiting for a call from ** ***I responded to his message, but he was not available
Sincerely,
*** ***

I have reviewed the customer reply regarding a credit request for internet downtimeI have reviewed the customers internet speeds and show they are currently at 99% train upload and 100% down load at 892/up and 12128/downIf the customer is having issues on there side they can contact our 24/Tech support via *** or our live chat help option on our websiteI also credited the customer's account for one month of service it will show on their next bill.Sincerely,Mr***

Complaint: ***
I am rejecting this response because:
I have never gotten a phone call to state that services were unable to be connected in my areaI have no idea what *** number is because I have never been advised that I had a phone line connected not have I received a bill for servicesMy credit was run and an inquiry was placed on my credit report by not only centurylink but also *** ** which results in points against my creditI want the inquiry removed and if I infact have an account why would I if no service had been established? Why should I have to call and cancel when you did not deliver services as you promisedMy credit not an account should have been run or set up if I was not able to get serviceIt is me who deserves an apology and YOU should cancel the services as I was Misinformed from the beginningThis is a issue between you and your company not me
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding an email promotion offering a lower rate than we actually offerI'm sorry to hear about this situation and would like the customer to provide me the link if possible to the misrepresented promotion so we can see where it came
fromI checked the Customer's account and was able to give them a $per month discount for the next months to help with this situationWe thank the customer for bringing this to our attention so we can hopefully track and correct the information so others don't have the same experienceSincerely,Mr.***

I have reviewed the customer's reply. The notes on the account from 1/25/state the customer called in to dispute the bill saying he was told in 12/that there wouldn't be another bill and that he will not pay the balance of $There aren't any notes supporting the customer's claim that we would write off the charges that were for service received. Not all calls are recorded the ones that are saved for days per our billing dispute policy. The remaining balance is correct and would need to be paid by the customerSincerely,Mr.***

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 account wasn't properly closed causing multiple billings to accumulate We have adjusted the amount that
was showing due to zero and have pulled collection efforts and removed any credit reporting's. The account is now closed in good standing with a zero balanceCenturyLink 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, *** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer has received the $gift card and has been compensated for the other with an account adjustment of $The refer-a-friend promotion would be the
family or friend who is entitled to the gift card, not this customerThat customer will need to contact Centurylink for assistance on that gift card for referring this customer to CenturyLinkCenturyLink 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 disputed bill on a closed accountI have reviewed this account and show the bill was adjusted on 3/23/it now has a zero balanceWe apologize for the error and frustration our Customer experienced trying to get this
issue resolved.Sincerely,** ***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, 587-536. I would like to apologize for the less than exemplary service that Mr*** 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 Mr***’s Internet service was installed on December 8, 2017. CenturyLink apologizes for the delays he experienced. In an effort to satisfy, the recurring charges reflected on the December 13, bill have been adjusted. A credit for $was issued on December 20, and should be reflected on the January 20, bill. Mr*** is a valued customer and I apologize he was not treated in this manner. Mr*** has experienced *** CenturyLink Customer Advocacy

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may
update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt took a month before the last one installed had problems Let's see if this one is any better
Regards,
*** ***

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, *** *** ***. I would like to apologize for the less than exemplary service that Ms*** recently received from CenturyLink representatives. Her 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. Msd’Entremont’s experience regarded her repair issue and easement access has been passed to our Network Group for further review/investigation. CenturyLink has policy and procedures in place regarding easement access. CenturyLink appreciate her sharing her experience A manual adjustment form has been issued for $and is currently being processedOnce processed, a refund check will be issued and sent to the address Ms*** provided on the Revdex.com request CenturyLink regrets the any inconvenience Ms*** has experienced and we are sorry we have lost her as a customer Margaret CenturyLink Customer Advocacy

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 trainingUpon review, I verified Ms***’s account has been
closed and credited for all charges billedI reviewed this complaint today with Ms*** to assure all her concerns had been addressed** CenturyLink Customer Advocacy Group

I have reviewed the billing complaint from *** regarding his monthly rate for internet and TV serviceThe customer states they were quoted $then $per month for both services I show their current promotion for both with taxes,fees and surcharges comes in around $per monthOn
7/19/the notes on the account state the customer was put on a new promotion of $per month plus taxes,fees and surchargesI don't show any mention of a gift card offer noted on the account The customer has every possible discount we have based on the services they are subscribed to they would need to change their services in order to lower the billing any furtherAs a courtesy I have adjusted all the late fees since Aug for a total credit of $36.58. The customer can speak to our Retention Department to see if there are any additional offers they may qualify for that are not showing in our billing systemsWe apologize for any confusion and frustration this billing issue has caused.Sincerely,Mr.***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ***. Our records indicate Mr*** spoke with a representative on January 26, regarding his account. An order was issued to change his *** programming package with a
twelve-month term commitment. An effective bill date of December 15, was added to the order, which was the date Mr*** states in his Revdex.com complaint he first called for assistance. Mr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr*** has experienced*** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/10/26) */
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*** feels he 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
Mr***'s account was established on August 18, and disconnected on September 22, 2015, with an effective bill date of September 18, While the balance due on the account is valid, a credit has been applied, in an effort to satisfyAn adjustment for $was applied to his account on October 23, 2015, which is the amount he requested on his Revdex.com complaintThe current balance due is $Mr*** is encouraged to contact CenturyLink to make the appropriate payment arrangements
CenturyLink apologizes for any inconvenience Mr*** has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 trainingUpon review, I verified Ms*** was over billed $due
to the change made to internet serviceThe billing error was due to a systems errorI have processed adjustments for the amount billed in error as well a late payments charge, a total adjustment of $has been processed back to ***’s accountIn regards to the *** billing increase, Ms*** was billed two months of service (March & April) as a result of one skipped month on the *** sideOnce billing was combined, Ms*** was billed the skipped month that had not been paid to *** prior to the combined billingCenturyLink has no access to the *** billing system therefore CenturyLink cannot make any changes to *** servicesMs*** will need to review any TV billing disputes with ***After reviewing all combined billing, Ms***’s service is billing at the correct rate with current promotions reducing monthly charges to an estimated $+ TaxI Apologize for any inconvenience CenturyLink may have cause Ms***I have left Ms*** a voice message with my direct contact information for any further questions or concerns** CenturyLink Customer Advocacy Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meHowever, it is apparent that the outcome I sought will not be realizedI will continue to advance that Centurylink practices deceptive business practices and does not regard the customer as a priority.
You may close out this complaint
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, pending the receipt of the refund that was issued in check method of paymentAdditionally, I want confirmation that my account will be terminated since I have already returned all the equipment last year when the mishap startedCurrently I have no use for services as I am traveling a lot more for work however, when I am ready to activate services again I will consider going back with Century Link only because I never really had any other issues until I found out I was signed into a new term commitment without my knowledge and when I attempted to get answers I was tossed around and that's what made me lose my trust and faith in the company as a wholeAs long as Century Link follows through this time it may help regain that loss
Sincerely,
*** ***

Tell us why here...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 complaint.The Name, the address and phones listed in
the complaint did not return any account information.If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed below.Please 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,*** *** Executive Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care***

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 have applied a credit of $159.53; the credit
offsets all final charges for the monthly billing and early termination feeMr***’s account is now at zero balanceCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group