CenturyLink

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 the equipment in question has been
returnedI reviewed this complaint today with Ms***, I assured her full refund will be processed within one weekI apologize for any inconvenience CenturyLink may have cause Ms*** 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 satisfactory to meHowever, I want to actually see that this has been resolved on my subsequent bills or I will need to fie another complaintHere's hoping it's actually REALLY resolved
Sincerely,
*** ***

01/12/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: CenturyLink’s promotional advertized rate of internet for a promotional rate of $a month (before equipment fee, taxes, fees and surcharges) requires
a qualifying home phone package and/or qualifying TV or cell service combined with Verizon wireless or through CenturyLink’s low income CIB governmental programMr*** does not qualify for the $promotional rate as he is not subscribed to the qualifying services such as phone, TV or cell service combined with Verizon wireless as described above and on all advertisements for that promotional rate Upon research of Mr***’s CenturyLink account, I found account number *** *** - AUG 16, ORDER NUMBER *** installed with standalone internet for a month term promotional rate:---------------------------------------------------------------------------...⇄ - $month term promotional discount with Autopay and paperless billing = $mrc + $lease modem fee = $(before surcharges)OR$internet - $month term promotional discount without Autopay and paperless billing = $mrc + $lease modem fee = $(before surcharges)---------------------------------------------------------------------...⇄ A move order was placed to correct the address on Aug 23, Order Number *** which changed the account number to *** *** with the same internet speed and month term promotional rate:---------------------------------------------------------------------------...⇄ - $month term promotional discount with Autopay and paperless billing = $mrc (before surcharges)OR$internet - $month term promotional discount without Autopay and paperless billing = $mrc (before surcharges)---------------------------------------------------------------------...⇄ I have provided clips of all billed statements with an explanation of charges: ________________________________________________________________________________...⇄ *** ***Billing Date Aug 19, Previous Balance 0.00New Charges Due 09/08/$(included a onetime first bill credit of $25.00; prorated charges from 08/16/to 08/19/for internet and leased modem; month in advance for the term promotional rate for internet and leased modem from 08/19/to 09/18/(1st statements includes the full rate as if on autopay and paperless billing due to the 1-bill cycles timeframe to add autopay and paperless billing); internet activation fee and surcharges) --------------------------------------------------------------------------------...⇄ Amount Due $Payment Due By 09/08/2016______________________________________________________________________...⇄ *** *** Billing Date Sep 25, Previous Balance New Charges Due 10/14/$(Included reversal of charges for internet and leased modem from 08/16/to 09/18/2016; Prorated charges for 08/24/2016; month in advance for the term promotional rate for internet without autopay and paperless billing from 09/25/to 10/24/2016; late fee and surcharges)---------------------------------------------------------------------...⇄ Amount Due $Payment Due By 10/14/__________________________________________________________________________...⇄ Billing Date Oct 25, Previous Balance New Charges Due 11/13/$(Included month in advance for the term promotional rate for internet without autopay and paperless billing from 10/25/to 11/24/2016; late fee and surcharges)---------------------------------------------------------------------...⇄ Amount Due $Payment Due By 11/13/__________________________________________________________________________...⇄ Billing Date Nov 25, Previous Balance Payment Received 11/7/Thank you! -New Charges $(Included month in advance for the term promotional rate for internet without paperless billing from 11/25/to 12/24/2016; restoral fee (service was suspended for nonpayment on 11/07/then restored after payment was made) and surcharges)---------------------------------------------------------------------...⇄ Amount Due $Your account is on AutoPayThank you for using the automatic payment systemYour payment will be charged to your credit card approximately days after your bill date. ________________________________________________________________________________...⇄ Billing Date Dec 25, Previous Balance Payment Received 12/17/Thank you! -New Charges $41.94 (Included month in advance for the term promotional rate for internet without paperless billing from 12/25/to 01/24/and surcharges)---------------------------------------------------------------------...⇄ Amount Due $Your account is on AutoPayThank you for using the automatic payment systemYour payment will be charged to your credit card approximately days after your bill date. ________________________________________________________________________________...⇄ As shown above Mr***’s bill statements rage from $to $with explanations of fluctuationsCurrently Mr***’s is not receiving the full promotional discount as while he is currently subscribed to the required autopay, he is not subscribed to the required paperless billing therefore his monthly rate is $(before surcharges; see above) 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 situationI found no billing errors and no adjustments are warrantedCenturyLink has closed this complaint. Sincerely, *** ** ***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
Sincerely,
*** ***

After investigation of Mr***'s account it has been found that the customer was charged our standard installation charge for our fiber optic servicesOur notes show that a credit of $was placed on the customer account on 09/08/Our records do not clearly indicate that Mr*** was informed of this fee, there for we have placed a credit of $for the remaining portion from the installation fee that was chargedWe appreciate the opportunity to address the concerns and provide a resolutionSincerely, Mr***

I understand *** *** is still with *** and up to date on that billingWhen *** is combo billed with CenturyLink, we pay the *** bill and then attach it to our statementThe bills have been sent to *** *** to show the charges are ***The charges are valid*** *** may check with *** and verify that the bills were sent to CenturyLink for those billing periods.***
*** *** ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a service disputeAfter investigation of Ms***s account it has been found that this issue has been resolved and the number has been ported out at this timeCenturyLink
apologizes for the frustration encounteredCenturyLink has closed this complaintSincerely, Mr***

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, This issue has already been escalated to the
Federal Communications CommissionMs*** has already received a response for all concerns through the FCC process Re: ***, *** * *** *** Notice of Informal Complaint Service Date 4/04/ Dear Ms***: Please be advised that CenturyLink has completed a review of the complaint filed by Ms*** ***In the complaint, Ms*** stated she was advised her monthly recurring charge would be $ CenturyLink regrets any frustration experienced by Ms*** regarding this issueAccording to the account notes, Ms*** was quoted a monthly recurring charge in the amount of $on 3/06/There are no notes on the account stating Ms*** was quoted a monthly recurring charge in the amount of $ Ms***’s April bill reflected that she was billed a monthly recurring charge in the amount of $Ms*** was advised on 3/27/that she was receiving the lowest available price for the service she was receivingA credit in the amount of $was issued to Ms***’s account on 3/31/as a courtesy due to Ms*** not being billed the price she stated she was quotedAn additional credit in the amount of $was issued to Ms***’s account on 4/04/ CenturyLink apologizes for any inconveniences Ms*** has experienced in regards to this issuePlease let me know if you have any questions Sincerely, *** *** CenturyLink Customer Advocacy Cc: Ms*** *** ** *** *** *** ***

I have reviewed the billing complaint from Lisa regarding being billed more than expectedI have reviewed the now closed account showing all credits for overcharges have been issued as of 5/9/it now has a zero balanceWe are sorry to hear about the conflicting pricing information the customer
was given that didn't estimate taxes and feesWe certainly understand their frustration we try to avoid this via required disclosures and order confirmation emailsIf they have any other unresolved questions I'm happy to further assistSincerely,***

Complaint: ***
I am rejecting this response because: CenturyLink continues to stonewall me, continues to provide misleading information and has unilaterally closed the case
Sincerely,
*** ***

09/13/2016 CenturyLink has reviewed our previous responses to Ms***’s issueAfter careful consideration, we find our original investigation and response to be valid. *** ** sends Ms***’s *** ** bill on the 28th of once every month to CenturyLink and for CenturyLink to make payment on behalf of Ms***CenturyLink then holds on to Ms***’s *** ** bill until the CenturyLink bill is printed on the 9th of the following month (i.e*** **’s 07/28/bill statement appeared on CenturyLink’s 08/09/bill statement)CenturyLink only pays the bill that *** ** sends when the accounts are combined billedCenturyLink cannot credit *** ** chargesSince the charges were paid for by CenturyLink, they cannot be pushed back to *** **. I contacted *** ** on 08/16/and was advised that *** ** is no longer combined billedMeaning the credits that were applied to Ms***’s *** ** account will appear on the 08/28/*** ** with the new 08/28/to 09/27/charges will be mailed directly to Ms*** on a *** ** bill statement rather than combined billed As CenturyLink has paid for Ms***’s *** ** service per her request to receive additional discounts through combine billing, CenturyLink finds the charges to be valid and due to CenturyLinkCenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 could not verify the return of CenturyLink Prism equipmentI did verify Ms*** returned the DSL modemIt could be possible the Prism equipment was returned with the DSL modem due to all the confusionInconsideration to Ms*** complaint, I have processed a full adjustment for the total disputed amount of $I apologize for any inconvenience Centurylink may have cause Ms***
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: The address on the bills I've been getting have been correct, but they spelled my last name incorrectlyShe put an "F" in there somewhereI don't have any of the old billsCan you please check again?
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
Sincerely,
Michael ***

To whom it may concern: I have received and reviewed the complaint and will answer the questions in chronological order 1. Why don't you store data so customer reps don't have to ask for it every time they call? Depending on what specific data
you’re referencing, most is storedHowever, most of the content of any and all notions on a customer’s account are considered CenturyLink proprietary information and require a subpoena to discloseIf the questions pertain to validation of issues or the initial account verification process, this is dictated by the FCC’s CPNI (Customer Proprietary Network Information) laws and rules governing such and yes, while redundant it serves to protect the customers I.Dand account specifics 2. Why don't the customer reps have any information about the unresolved issues when customers call? They doSome of the information is specific to different groups, repair has information on repair and technical support has information relative to support and in some instances this information is available across segments of the companyBut to have to try and train and su0pport every employee that potentially may come in contact with the customer is just not feasible nor would it be prudent Relative to the issues or service that a customer calls in for or needs assistance with the specified group or segment of the organization that is responsible for handling these request are considered the experts in their respective filed and this would not be the case if everyone tried to know everything else that everyone in a company of over employees, in states as well Internationally/Globally with products ranging from the simplest of consumer products to advanced global fiber enterprise infrastructure is just not practical or feasible 3. Why don't you have a good customer complaint number on the Revdex.com website? The Revdex.com is an independent business/company that has the responsibility of handling issues complaints and concerns from various entities and as such is in no way related to CenturyLink and therefore not listed on our website specifically as it does not pertain to the business model of CenturyLinkThe Revdex.com, being a separate business has the responsibility of providing the means by which you can submit your request as was the case here and that is that companies businesses responsibility, not that of CenturyLinkThey are not a regulatory complaint oversight agency like the PUC or the FCC You can find their information on the various Revdex.com sites located in the phone book, the intent etc 4. Why do your customer reps give information each time I call? The likelihood that the customer is receiving information every time they call is a most likely a matter of judgment not realityCenturyLink values and instills honesty and upstanding character in all its training procedures 5. Why is it so hard to remove a "seasonal suspend" on an account This may or may not be difficult to do depending on the level of experience the agent has with such request as they are far less common then other aspects of the businessIt is also state specific and some states require a more difficult process than others when it comes more specifically to regulated as opposed to non regulated servicesThat said, it should be relatively easier to do as CenturyLink has developed quick links to these types of orders and the systems are in place to assist with the order process 6. Why can't you do anything you ever say your going to do for the services consumers pay for? The customer needs to be more specific, one off instances cannot be applied to everything we offer across the entire platform or Centurylink would not be in business 7. Why am I spending so much extra time dealing with your uneducated staff, and unreliable services? Again, individual, one off experiences do not speak to the company as a wholeCenturyLink goes to great lengths to train all its employees so the customer has a positive customer service experienceThere is a lot of information that is on our website that might be helpful to peruse to insure that time is not spent looking for resolutions in the wrong places or through departments that may not be associated with the issue the customer is calling aboutKnowing more about the specifics of what the consumer is inquiring about will only help to point the customer and the agent that assist the customer in the right direction for assistance 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

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 customer was being billed correctly for the services that were on the accountThis was also
explained to the customer on 03/22/when our customer care agent informed Mr*** the charges are correctOrders were reviewed that were made in 08/and the billing was correct after the changes were madeCenturyLink has sustained the charges as accurate and validFor further assistance or questions please contact our team at 1-800-244-CenturyLink has closed this complaintSincerely, MrC***

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***’s billing concerns were
resolved on June 20, 2016, at that time the billing was explained and adjustments were processed for all past billing concernsI apologize for any inconvenience CenturyLink may have cause Mr*** ** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The statement that Century Link could not know that we had a newer modem shows that the person researching this case did not look very far. Had they, they would have read exactly what we have in the notes for our account. Contrary to this statement, since tech support and repair use completely different systems where this information is saved it is not usually found in the account notationsRegardless, as stated before a defective modem, inside wiring or something past the network interface was the reason another modem was sent, entirely because of the technical specifications that were observed at that timeI understand that there is not going to be knowledge of fiber optics till they are ready to announce that. I would hope it will not be long. It has come to my attention that the road south of us all is on fiber optics now. (We are two houses from this road.) There is a wealthy development down that road with a higher population of homes, and their service was no doubt a higher priority. The network build referenced is a sequential build out in accordance with a number of factors; the remotes upgraded in this build have all been sequential i.e., *** * *** *** *** * *** *** * ***, etcAs for the current problem of sporadic service being made consistent, I see no answerI would be less concerned about waiting if current service would be consistent, no/minimal outages until upgrades would be available. If you check the history of our internet service it goes down a LOT, multiple times an hour This past year I spent endless hours at school (I am a teacher) because internet service was so inconsistent that I could not access our server to do required work at homeOlder copper infrastructure issues can be multiple in nature and as such can be more difficult to isolateUnfortunately, this means if there is a problem, it is necessary to contact technical support so that we can come out (when applicable) and isolate where the issue might be and address as neededWe have been *** customers long before they became Century Link. Historically we have appreciated Century Link's solid service We just want to receive the internet service we pay for every month in a consistent manner that does not require frequent tech visitsThere appears to be an upgrade option to pair bonded service which will require a specific installation type and dateI will contact the customer via email to set up a time that we can discuss this option Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

07/25/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mrs***’s CenturyLink account, I found this complaint to be a duplicate to an Attorney General complaint by Mrs***Below is
the response:-----------------------------------------------------------------------...⇄ Tuesday, July 05, 9:AM07/05/2016 RE: *** *** *** ***, This is in response to the complaint filed by Mrs*** All services are prorated and billed one month in advanceThe first bill includes an activation fee and proration. The early termination fee does not apply if services are canceled within the first daysThe account has been canceled as of 06/29/with no additional feesThe account balance is zeroA return label has been sent for the return of the modemPlease maintain the *** tracking number when returning the modemThe tracking number is your receipt Mrs*** is a valued customer and I regret any concerns or inconvenience that may have been experienced. Thank you for the opportunity to resolve this issue for our customer. I trust this provides the necessary information to close this complaint as it pertains to CenturyLink Regards, ***CenturyLink Customer AdvocacyConsumer/Small business sales and care----------------------------------------------------------------------------...⇄ As this issue has already been addressed, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***I am angered by Centurylinks response Since my initial complaint, more charges have occurred on our bill As the original complaint states ALL of our phones have been unplugged since Novand remain that wayThere is an obvious problem that they are not addressingTheir courtesy credit is a jokeThey are in error! The courtesy credit doesn't explain or reimburse us for the charges that continue to happen The times and dates that these supposed calls are taking place are times were either when both me and my wife were not even home or still sleeping We are the only ones living here! After receiving the April bill and seeing the additional charges and not hearing anything back from Revdex.com for over a month, I submitted a note to different departments, via email, to Centurylink requesting an immediate disconnection and will terminate my phone service with them to stop this "rip off" The departments these emails were sent to were "phone service" and "billing" In these emails I explained that minus the $credited us, we are still $over chargedI will be deducting this from the last bill received and pay the remainder We will no longer be a customer of theirs It's too bad we, after being long-time, timely paying customers that it has ended this way I do realize that this disconnect request is happening mid-billing period and will gladly pay a pro-rated bill for this partial month which should/could not show any additional DA calls, because we no longer have any landline phones