CenturyLink

Complaint: ***
I asked for a letter to prove that I don't owe any money to Century LinkI also requested that Century Link contact the collection company that started a collection account on me on behalf of Century Link, for a debt that Century Link acknowledges I don't oweI'm being harassed by this collection company and my excellent credit score is in jeopardy, again, for a debt I don't owe due to Century Link's error
I am rejecting this response because:
Sincerely,
*** ***

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her account, *** ***. I would like to apologize for the less than exemplary service that *** *** 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. Our records indicate a disconnect order was issued on September 21, 2017, with an October 6, due date. *** *** spoke with a representative on September 21, and an order was issued to add a new promotional discount to the account. However, the disconnection order was not cancelled, so the account was disconnected on October 6, 2017. An October 17, Closing bill was issued, reflecting a balance due of $23.49. Due to the problems she experienced, a credit for $was issued on October 27, 2017, in an effort to satisfy. *** *** account has been closed and reflects a zero-balance due CenturyLink regrets any inconvenience Ms. *** has experienced *** CenturyLink Customer Advocacy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is almost satisfactory to me
Unresolved details:Century Link is unable to waive any fees associated with *** ** I called and talked to a *** ** account specialist and was told that Century Link cannot do what they are saying in their response It will still cost me $in early terminations fees to cancel *** ** However, because *** ** has been available to work details like this out (and has brought that portion of my bill close enough to what I was originally quoted) each time I have called/used their chat function, I will likely continue my service with *** ** for the present (good customer service), and simply cancel my services with Century Link. I do appreciate the response from Century Link in the end It is close enough to my desired settlement, to accept I just wish I didn't have to file a Revdex.com complaint, *** complaint, *** *** General Complaint and complaint through my state congressman and senator, to get them to respond to me (for any future customer's reference)
Sincerely,
*** ***

01/15/CenturyLink has received a copy of the Revdex.com complaint filed by *** *** ***. Below are our findings: When CenturyLink makes changes to an account, an order confirmation is sent to confirm the products on the account are what was ordered and the original
cost of each before any promotional discountsOrder confirmations do not include promotional pricing, only standard rate before taxes, fees and surchargesUpon research of Mr***’s CenturyLink account, I found his products and pricing to be as followed: Home Phone II (includes Phone, features, unlimited nationwide long distance and up to 768k internet) Monthly Recurring Charges Discounts Loyalty Credit -$($off for months expires - 12/02/2016) Promotional Discount -$($off for months expires - 12/02/2017; $off for months expires - 12/02/2016) -------------------------------- Total package price $(before taxes fees and surcharges) Additional monthly charges Router Equip Fee (before taxes fees and surcharges) I apologize for any confusion on the order confirmation may have caused however as shown above the pricing is actually below the quoted amount (all price quotes are before taxes fees and surcharges)CenturyLink has closed this complaintSincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Tell us why here

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: To date and prior to this reply, the customer has received a total of $to offset the issue of the bill fall out or the promotional rate failing to be applied to
the accountIn March the customer engaged a Centurylink consultant and the issue of the correct promotional rate was correctedFirst and sometimes the 2nd bills will be much higher based on certain onetime charges and fees and in this case the timing of the initial bill and when the prorated and months in advance were billed for both the internet/phone services and the PRISM products came together in the billing cyclesSince the complaint states that the customer was charged $more than expected or was billed a certain amount more than used to with the other carrier I would have to know what that was in order to further evaluate this complaint for any additional adjustmentsAt this time, the changes have been made and the customer is on the lowest possible pricing that is extended for this particular bundle and as long as the customer maintains the services there is no term limit on this promotionCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

Centurylink appreciates Mr*** *** giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that Mr*** 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 wellOur records indicate that this issues has been resolved and a credit was issued to the account for the $that was being billed for the modem that was found that the customer had never received Centurylink regrets any inconvenience Mr*** has experienced Sincerely, MrC***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: CenturyLink apologizes for the misinformation given at the time of the moveCenturylink has issued a disconnection order, back dated the bill as effective August
11th, and waived the early termination feeCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found the issue was already resolved with a repair technician dispatch on 03/28/2016.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 situationCenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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
Labels have been receivedModem has been shipped to CenturylinkThank you
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 meThank you for your help with this matter
Sincerely,
*** ***

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, This issue has already been escalated to the
CenturyLink Executive OfficeMr*** has already received a response and resolution for all concerns through the Executive Office process** CenturyLink Customer Advocacy Group

I have received a copy of Ms*** ***’s Revdex.com complaintUnfortunately, Ms*** is neither the account holder nor an authorized party on the accountHowever, a repair ticket has created to address any service issues at the location Sincerely, Ms
***CenturyLink Customer Advocacy

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 customers billing cycle ran from the 20th to the 19th of the following monthMs*** canceled her
service on 04/17/which left three prorated days of that current cycle which were credited back in the amount of $Furthermore, our records do not indicate that the modem was returned therefor the charge for the modem was assessedPer the return instructions printed with the label that is supplied to the customer to return the equipment it informs customers to obtain a receipt from the *** store which includes a tracking number for their recordsIn effort to satisfy we have removed the charge for the equipment that we show wasn't returned and have notified the collection party of this change and to cease collection efforts on the amountSincerely, MrC***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, Furtrher information was requested. My Century Link account # is ###-###-####-
Sincerely,
*** ***

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 trainingThe original order was set up for
home voice service in errorIt should have been changed to stand alone internet but was canceled insteadThe current customers service (account ending in 4470) which is active went in on the 16th of January first bill printed and has three days prorated charges and one month in advanceThe customer should expect that bills print each month on the 19th and come due approximately days after the print date 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 was given a authorization number of *** on 2/4/Century link records their calls , has anyone listen to the call on 2/4/16?
Sincerely,
*** ***

CenturyLink appreciates Ms*** *** writing regarding her parents recent experience with our company. I regret to inform Ms*** that she did not include sufficient information for CenturyLink to conduct an investigation. The address and telephone number on the Revdex.com complaint
belongs to Ms***The repair history for the past year reflected two tickets, January 25, and February 1, 2016, which does not match the information in the Revdex.com complaint. Thus, I believe she is referring to a different accountMs*** did not include her parents name, address, telephone number or account number. Once this information is received, CenturyLink will be happy to investigate further. Please keep in mind that Ms*** *** would need to be an authorized party on the account before any information can be released. *** Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/07/01) */
7/1/In order for Centurylink to respond to the customers issue regarding the early termination charge they need to privde the account numberThat information was not provided in the complaintA further response will be posted after the
information requested is provided and a review of the account is completedThanks for your cooperation
***/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 6, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account was for *** *** *** at XXXX Xth *** in Coralville, IA XXXXXThe phone number for the account was XXX-XXX-XXXXPlease let me know if you need any further information to resolve the complaint
Final Business Response /* (4000, 8, 2015/07/16) */
7/16/Centurylink has reviewed the charges on the final bill of XXX-XXX-XXXX regarding the early termination charge of $they were billedThe customer indicated they experienced several service issues prompting them to go to go with another providerThe early termination charge was creditedCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Final Consumer Response /* (2000, 10, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the early termination fee has been completely erased this matter can be resolvedPlease let the collections agency know this has been resolved alsoThank you

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 verified Mr*** canceled service within the
allowed timeframe for the CenturyLink day guaranteeI have processed an adjustment of $to zero out Mr***’s final billingI also verified the modem was returned to CenturyLink on February 5, I assure Mr*** the account in question in this dispute has been resolved and is at a zero balanceI apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the complaint and found the following: Unfortunately, there are times when circumstances out of our control create a situation as mentioned in this complaint There may be periodic instances for reasons we can’t immediately see when
the internet, line can appear to not be in working order but again, as in this complaint, it appears in our logs to be functioning Additionally, devices other than the actual service can occasionally impact the service level, i.ea wireless connection interrupted or interfered with from walls, distance, a cordless phone system that is not shut off or working correctly etc In the initial issue of an outage that was not caused by Centurylink and by a third party construction company, CenturyLink usually doesn’t adjust these charges As for the second situation, the customer was not being called a liar, the customer was being told that we did not see the issue that he/she did and that is based on the information the technical support person was able to glean from the data reviewed This is not a situation where we would compensate for downtime unless it’s regulated service or in that specific location there is a State, City or Federal tariff requiring it CenturyLink does not compensate for time it takes to call and get assistance to resolve technical issues In lieu of the difficulties experienced by the customer CenturyLink has adjusted days worth of service; this amounts to $ 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