CenturyLink

Complaint: ***
I am rejecting this response because:
Sincerely,
*** AGAIN.....my bills could not have been LATE I am on auto pay...so my bill...if Anything .....Should have CREDITS TOWARD my account.IN MY FAVOR!!!!..I have horrible connection speed my iPad .....still buffers and I am NOT the only one who has issues with this company...this seems to be an ongoing issue with them...lying and twisting things to benefit them...shame on them...I would very much like my tv cable contract severed with this company..I am bound to them for internet ,as I have already said, they have a monopoly on that in my neighborhood!!! I would like my contract severed and be done wit( this foolishness...I have paid my bill on time consistently and auto pay shows that...I am sick of their deciet...they are WRONG!

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,
*** ***

07/01/2016 I would like to thank Mr*** for providing the full chat transcriptAs Mr*** was given misinformation about the expiration date of his contractual promotional term, I have issued a credit adjustment for the early termination fee in the amount of $ Unfortunately, CenturyLink is not provided the return label’s tracking numberIt is customer responsibility to ensure the return of the lease equipmentCenturyLink cannot issue credit for the non returned equipment fee without proof of delivery to CenturyLink. CenturyLink has sustained the remaining balance due in the amount of $as validCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: It appears the order to disconnect the PRISM TV service and internet experienced what is known as “Bill Fallout” which resulted in additional months of billing of one
entity or anotherThis was rectified in November of and resulted in all the charges for the extended period of time being adjusted to zero in December of If the customer is still getting any notices at all, please have them contact the Manager handling this complaint at *** for further assistance CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

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 reviewing all concerns with Ms***, I verified the
account in dispute is still in service that has continued to billAccording to Ms***, service has not been used since December of Inconsideration to Ms***’s claims, I agreed to disconnected service and credit charges back to November of Ms*** agreed to pay the owed settlement amount of $in the next monthsI apologize for any inconvenience CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group

05/17/2016CenturyLink has reviewed our previous responses to Ms***’s issue. We have found section 6-1-of the Colorado Consumer Protection Act does not pertain to Ms***’s complaintAfter careful consideration, we find our original investigation and response to be valid. Ms***’s contractual agreement was for Internet and Home Phone promotion for months at $off standard rate of CenturyLink’s internet, not the loyalty promotions that expired and cannot be renewed for another months from expirationCenturyLink has sustained the early termination fee for disconnection of service before the expiration date of 12/07/CenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com complaint from *** regarding misinformation on pricing internet upgrades and lost timeI have reviewed the account and notes history confirming the customers unfortunate experienceUnfortunately I can't adjust for the customers time but I did go ahead
and adjust the other half of the new modem cost $credit which will show on the next statementWe apologize for dropping the ball on this situation.Sincerely,Mr.***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11031328, and find that this resolution is satisfactory to me
Sincerely,
*** ***

CenturyLink thanks Ms*** for getting back to us. The previous response we sent stated the Prism TV service had been cancelledThat is correct informationPer a call/request made on 01/31/2018, the Prism TV service was cancelledThe response did not state the entire service at that address was cancelledThere has been a credit of $issued to her account and I have issued an additional $creditIf she has further repair issues, she may respond to this complaint and we will have a technical support agent contact her directlyPrevious repairs at her address range from connecting her cell phone to , issues with old wiring in her building, as well as CenturyLink issues with her Prism serviceAmberCenturyLink Customer Advocacy Group

I have reviewed the reply from *** regarding disputed DTV chargesCenturyLink's stance is unchanged based on our findingsIf *** would like to provide detailed copies of her Direct TV Billing statement with dates and charges we would be happy to review the information and compare it to our billing recordsSincerely, Mr.T***

CenturyLink appreciates the opportunity to review Mr*** account, *** *** ***. Our records indicate Mr*** bank rejected a $payment on April 11, 2018. The information we received from the bank was “no a/c unable to locate”. This would indicate
an incorrect account number was used. Mr*** was correctly billed a $return payment charge While the return payment charge is valid, a one-time adjustment has been applied to the account, in an effort to satisfy. A credit for $was issued on May 4, and should be reflected on the May 22, bill. Margaret CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing dispute. Unfortunately, Mr. *** did not provide his CenturyLink account numberWe were not able to locate the account with the order number that was providedIn order to
investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustrationSincerely, Mr***

Initial Business Response /* (1000, 4, 2015/07/12) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Subsequent to or concurrent with this complaint, the customer has submitted another duplicate complaint of the same nature to the FCC
In cases where
customers submit identical complaints to different regulatory or consumer groups it is the policy of CenturyLink to defer to the regulatory agencies correspondence from CenturyLink and the correspondence that the FCC would evaluate and provide the customer as the decision that would be given here as well
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
XXX-XXX-XXXX
***@CenturyLink.Com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will wait to hear back from the FCC

CenturyLink appreciates the opportunity to review Ms*** account, *** *** ***. Our records indicate Ms*** account was established on December 20, on a promotion that included the presence of Auto-Pay and Paperless billing, with a twelve-month commitment. The
December 22, bill reflected a monthly rate of $before taxes, fess, and surcharges. Since Auto-Pay was not on the account, the monthly rate increased to $per month in January Ms*** did not contact CenturyLink regarding her billing concerns until April 12, 2017. An order was issued to add Auto-Pay to the account and an additional $twelve-month promotional discount was offered. In an effort to satisfy, a credit for $was applied. The April 22, bill reflects the new discount and a monthly rate of $19.95, before taxes, fees, and surcharges Ms*** payment was rejected by the bank on May 19, June 12, and July 11, 2017. The account was correctly billed a $return check charge each time. Because of the issues with Ms*** Auto-Pay, Auto-Pay was removed, which caused her monthly discount to decrease for $to $per month. In an effort to satisfy, a credit for Late Payment Charge and the Return Check Charge was applied to the account on June 22, for $and again on August 17, for $ The account was disconnected on September 21, 2017. The October 2, Closing bill reflected a balance due of $207.05, of which $was past due. The last valid payment CenturyLink received was on June 22, for $48. Ms*** was correctly billed a pro-rated Early Termination Fee of $54.90, as she did not fulfill the twelve-month term agreement Ms*** was correctly billed for the products and service on her account, included Return Check Charges, Late Payment Fees, and an Early Termination Charge. The balance due is valid and has been sustained. Margaret 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 satisfactory to meHowever I just received another bill for approx 62$ that I have paid which is higher than the quoted in the complaint resolutionAgain, I expect that there will be some connection between what I am told an what they do .......which has still not happenedSo while I accept the resolution from the Revdex.com they have not yet done what they have said which is the basic issue.
Sincerely,
*** ***

04/18/CenturyLink 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 service activation date was; Internet Service - Jan 19, Order Number ***On
02/18/2016, Ms*** called to have service disconnectedThe order was placed and completed on Internet Service - Feb 19, Order Number ***As the call date was within the days timeframe, I have adjusted Ms***’s CenturyLink account to a zero balance, adjustment number ***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 situationCenturyLink has closed this complaintSincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the billing complaint from *** regarding dispute charges on his closed accountI reviewed the account notes showing this issue has been resolved the modem charge has been credited and equipment return verifiedThe remaining balance is for unpaid services
he received this has been investigated via our Executive Office Complaints Team. *** was advised of the billing investigation findings on 6/28/and given the contact information to our Financial Services Department to make the final paymentWe apologize for any frustration and time spent this billing dispute has caused. CenturyLink considers this billing dispute investigation resolved.Sincerely,***

Complaint: ***Greetings, I appreciate the Revdex.com's involvement in this matter I attempted to call ** (Century Link representative) about my response prior to writing it here I left him a voicemail and didn't hear back after a couple days, so I'm communicating through this forum I would appreciate ***'s full name and employee # if possible It is possible that my next month's bill will show an amount that is in the ballpark of what was originally promised to me by many Century Link (CL) representatives If this is the case, I would be happy to settle this claim and move on with life I looked up my bill on the website and it looks like there has been an adjustment to my accountHowever, I have not received a bill that reflects what my monthly payments will be at this at this time Until I have a billing statement that clearly conveys what my monthly payments will be, I am unable to agree to any closure of this claim I need to see all fee schedules in writingBased on my research, it looks like I'm not alone in my concern over the practices of CL I look forward to finding a quick resolution to this dispute.*** *** Greetings, I am unable to accept the closure of this complaint do to inconsistencies in the agreed upon billing terms and discrepancies in the my most recent bill (see attached) The Century Link representative I spoke with recently (**) informed me that he was unable to make good on the agreement/verbal contract made by Century Link employees, including one manager between January and March of Transcripts of these conversations are available if needed ** said that after talking to his retention department that he would be able to get my bill down to $plus taxes He said he would have this amount reflected in my billHowever, this new amount has not yet been represented on my bill (attached) You can also see that "taxes" can turn a $bill into a $bill My bill states "total amount due: $127.80"I am very willing to close this complaint if Century Link is willing to do one or all of the following:-Adjust my monthly bill to reflect the previously agreed upon service and amount (preferably the 56.97-+ taxes quoted as $5-15)-Include a written apology for misleading customers with a faulty promotion (again, I have the promotional material and transcripts to back up this claim) I would also ask that Century Link show evidence that it is taking action to stop misleading potential customers about promotions it can not fulfill.I am not asking for any compensation for the 8+ hours I have logged working to address this issue I am simply asking Century Link to follow through with multiple promises they have made and take action to ensure this doesn't happen to customers in the future.I appreciate the Revdex.com efforts in facilitating a resolution to this dispute Sincerely,*** ***

Complaint: ***
I am rejecting this response because: I returned the equipment to the FtCollins, CO office located off *** DrAfter moving across the country I no longer have any paper to confirm my claimsI'm willing to pay the charge even though I returned the equipment, if Centurylink will remove all negative reporting from my credit report
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
When can I expect to receive the credit memo in the mail? Thank you for your time, have a wonderful weekend
Sincerely,
*** ***