CenturyLink

Dear Sirs of The Revdex.com:A gentleman with the name of *** called and left me a message, but when I tried to call back it always went to a mailbox A left them messages but it seemed we were always missing each other Meanwhile the service kept on having problems and going off On Monday of March 28th, 2016, I called their their technical support number after the internet and cable TV were out for the whole day; they tried to help by doing the same steps as always, unplugging, rebooting, etc I explained that this process while may solve the immediate issue does not repair the problem because it has been done multiple times prior, the technician explained that this was the only way she could help After about minutes of no response from the service and since I refuse to make an appointment to have a technician come to the house because they usually come to days later when the service has been fixed by itself or by multiple reboots on my part, the technician escalated the issue to a tech lead, *** He made me check everything, cables, connections, lights, but nothing appeared to be the problem; finally he said " I am going to have you reboot the modem which is our final resource" and that fortunately fixed the problem! Since then I am happy to report that no interruption in service has occurred.Even though that I am very happy that the chronic problem that was constantly present has disappeared, I am very disappointed that it took the intervention of the Revdex.com to take this issue to be taken seriously I am not pleased at the kind of service I have received The problem appeared to be a corrupted modem that could have been fixed by a simple reboot The whole experience was very frustrating and long.So it is fair to say that the problem has been resolved and I want to thank you Revdex.com for all the assistance in the matter Thank you for helping clients like me that feel ignored have a louder voice!Sincerely,*** ***
I have reviewed the response made by the business in reference to complaint ID 11244887, and find that this resolution is satisfactory to me
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 training.Due to Mr***’s complaint of slow speeds, I requested
our executive technical support team contact him to assist in finding a resolutionThe technical support agent sent Mr*** a new modemThe agent also set up an appointment to assist him with the modem installationThe agent will continue to offer support to resolve Mr***’s concernsI have issued a $credit to his account due to the issues he has experiencedCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***.AmberCenturyLink Customer Advocacy Group

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 records indicate a credit for $was applied to the account on April 13, 2016. The account currently reflects a zero balance due. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/09/16) */
09/16/
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 trouble ticket:
07/07/- 07/13/
(closed): REPAIRED DROPTEMP WENT BAD STILL NEEDS BURIED
I contacted APS *** (area plant supervisor), who escalated the request to the contractors who would bury Ms***'s temporary line*** confirmed that the line was buried on 09/04/However, a repair ticket was issued for 09/10/due to the line connectors failingSince then there have been no further reports of issues
On 07/07/2015, Ms*** was issued a credit for out of service in the amount of $and on 09/08/an out of service credit was issued in the amount of $Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink internet help desk (X-XXX-XXX-XXXX) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsAs a courtesy however, I have issued an additional credit of $to equal a total of month of CenturyLink charges ($+ $+ $= $average month of CenturyLink charges)
I apologize for the delay and frustration of this issue
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Century Link did come and resolve the issue in a fairly timely manor once this complaint was filedAnd a bill credit is to be givenI am happy with their resolution

CenturyLink appreciates the opportunity to review *** ***’s account, *** *** ***. Our records indicate the account was disconnected on November 8, 2016. *** ***’s November 8, Closing bill correctly reflects a $Early Termination Charge, as *** *** did not
fulfill his twenty-four month commitment In *** ***’s Revdex.com complaint, he claims he was told the Early Termination Fee would be waived if he moved. The address on the Revdex.com complaint (** *** ***) is the same address where the CenturyLink service was installed. In addition, the Closing bill address that was given at the time the account was disconnected is also the same, ** *** ***. The Early-Termination Fee is not a penalty. Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discounts associated with the term commitment. *** *** was receiving $in monthly Internet discounts because of the commitment. The Early Termination Fee is valid and the charge has been sustained. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding connection issues with internet servicesAfter investigation of Mr***'s account it has been found that the customer has contacted our technical support several timesMr***'s
internet signal is currently training at 100% and is showing a very stable connectionIf Mr*** feels he has a defective modem our modems have a month warranty from date of purchaseCenturylink's technical support team can help Mr*** with this processSincerely, Mr***

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 Our records indicate the account was established on November 10, and disconnected on December 16, 2016. The account reflects a $balance due. While our records do not reflect Ms*** cancelled the installation order, an adjustment has been applied to the account. A credit for $was issued on March 23, 2017. The account currently reflects a zero balance due *** CenturyLink Customer Advocacy

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*** return all equipment and all
charges billed during the free trial period were credited backI apologize if Mr*** had trouble with return process ** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding a bundle misquote and *** ** chargesI have reviewed the customer account confirming the customer is receiving internet service for $for months plus taxes and feesI do show the customer has a leased modem which
adds $per month if they would like to purchase their own modem they can do so and return our leased oneIf they choose to do so the cost from us would be $or they can see if a third party has a cheaper price for the same modemUnfortunately we are unable to make any adjustments to *** **s charges being a separate company they address any billing disputes themselvesI do show we have credited the install charge we billed in error since the customers chose to do the install themselvesWe apologize for any confusing or conflicting information the customer received on our bundle pricingIf the customer would like information on our bundle pricing promotions they are all listed on our website www.centurylink.comSincerely,Mr.***

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*** concerns were
addressed on April 11, At that time, an adjustment was processed for $and a Visa GC for $was sent outIn regards to CenturyLink’s credit evaluation process, only one inquiry was submittedI apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/07/29) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Unfortunately, Due to an inability to access certain relevant documentation the respone to this will be delayed hours
CenturyLink apologizes for
any inconvenience this may cause
Regards,
Sincerely,
*** ***
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
XXX-XXX-XXXX
***@CenturyLink.Com
Initial Consumer Rebuttal /* (3000, 6, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THis is typical of Century link, Delay, Delay...However with the help of *** the money was refundedbut the case with Century link isn't closed they have not said that this will be removed from my history with themwich could allow them to come back later and say they never received itThere is a new complaint brewing with this new service, there will be a second complaint filed soon
Final Business Response /* (4000, 8, 2015/08/19) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
CenturyLink is not stalling, we are unable to access the account as that information was not provided and the review needs this information to proceed
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 bill
CenturyLink 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 Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
XXX-XXX-XXXX
***@CenturyLink.com
Final Consumer Response /* (2000, 10, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would be happy to speak with someone from century link ! I will print this out and try to contact them as there are other issues that have crept up since I filed this complaintI tried to speak with managers prior to filing this with the Revdex.com, but was met with irresponsible people that would place me on hold for minutes plus at a timeThis is how they chose to resolve these issuesI may choose to file a separate complaint with the Public Utilities commission regarding this as wellThank YouI will be in touch with Century Link and the Revdex.comI hope this means that I don't have to file a Small Claims Court Action or even hire an attorney

CenturyLink appreciates the opportunity to review Mr***’s concerns regarding an inquiry on his credit report. Mr*** can send a letter to CenturyLink requesting removal of the inquiry. In the body of the letter, he needs to reference the date the credit check was done, the
service address, and why the inquiry should be reversed. His SSN is optional but would be beneficial for the process. If he is not comfortable with the entire SSN, the last four digits would need to be provided. The mailing address is: CenturyLink *** *** *** *** ***
*** ** *** Another option for Mr*** is to dispute the inquiry directly ***. The link is ***. CenturyLink regret any inconvenience Mr*** has experienced. ***
*** *** ***

CenturyLink has reviewed our previous responses to Mr. ***'s issue our records confirm that credit was provided for the time without servicesCenturyLink understands the needs for businesses however this account is set up as a residential account. Therefor we have declined Mr***'s request for additional compensationWe would like to recommend that Mr*** contact our business office and switch his services to business class for upgraded service and support to run a business withCenturyLink has closed this complaintSincerely, MrC***

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. Due to the problems *** *** experienced, CenturyLink has agreed to adjust all CenturyLink charges. From the information provided by ***, *** ***’s *** service was installed on October 12, and is still live, working account. Upon review of all CenturyLink bills, *** *** was billed $for his *** service on November 2, CenturyLink bill. Since *** *** paid CenturyLink an $deposit, he would be responsible for $for his *** service ($- $85). In an effort to satisfy, CenturyLink has issued an adjustment for the $due for ***. *** ***’s account currently reflects a zero-balance due. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/11/05) */
11/5/15: Centurylink has reviewed the customers account regarding the problems they encountered with the installation of serviceThe customers experienced delay due to the order not having a correct can be reached number and misinformation
regarding the *** TV serviceCenturylink apologizes for the delay and poor customer service they encountered regarding this matterThe customers account was issued credit of $service credit due the the problems they experiencedCenturylink is not required to compensate customers for their time, lost wages etcThe credit will be reflected on the customers November billing statement
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 in 04/02/the customer set up auto payment and paperless billing which fulfilled the auto
pay requirement to get the internet for $a month before taxes and feesThe previous billing fluctuations were due to not having the requirements met as well as late payment fees and a one time restoral charge that was charged for the account being suspended for non payment reasonsThe bill that was sent for $was for two months of service at $plus the $internet cost recovery fee each month and late feesWe have reviewed all the billing and deemed it accurate and correctAs long as the auto payment and paperless is kept active Ms*** will receive the internet for $plus the $internet cost recovery fee each monthCenturylink apologizes about the frustration encountered and appreciates the opportunity to investigate Ms***s concernsSincerely, Mr***

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 complaintThe Name, the address or combination thereof as well the
phone numbers listed in the complaint did not return any account informationThe customer may reply with the information needed via the Revdex.com or please have the customer contact the executive office Manager handling this complaint at any of the means listed belowPlease 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, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***
***

I have reviewed the complaint from *** regarding a billing dispute on a closed accountI checked the old account and don't show any notes that *** requested their account be closed it was in a service agreement until 2/14/If *** has any additional information that
might help with this investigation I would be happy to further assist otherwise CenturyLink considers the charges valid and sustainedSincerely,Mr.T***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding the reward card offerTypically eligible customer receive a postcard with 3-weeks with instructions on how to redeem their offer online at www.centurylink.com/getmyrewardOnce the
redemption requirement has been completed it take 4-weeks to receive the card onlineMr*** may track his card status online at www.centurylink.com/getmyreward. CenturyLink apologizes for any confusion regarding the offerSincerely, Ms*** CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from *** regarding a billing and service disputeI would be happy to look into this issue if the customer can please provide me with the CenturyLink account numberSincerely,Mr.***