CenturyLink

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Subsequent to the filing of this complaint, the ticket submitted to repair to bury the customers drop wire has been completed CenturyLink provides that
this should be sufficient to close this complaint as resolved 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 reviewed the customer's reply regarding their prior internet speed issuesThe customer is getting mbps on a mbps line if they are experiencing speed issues on their side our 24/Tech support *** is more than happy to troubleshoot the problemsThe customer has our lowest rate possible for their internet speed at $39.95+ taxes,fees and surchargesThere are no further credits due to this account for the internet speed issues that have been resolved the credit I issued on 4/27/has already posted to the account Sincerely,Mr.***

03/06/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: I found that for of the months that *** ** was combined with Ms***’s CenturyLink, the billing included Ms***’s and another customer’s Direct
bill statements on one statement. I contacted *** ** and confirmed with an agent who stated the *** ** account number *** which appears on Ms***'s bill statement belongs to another customer (was not provided the name)The *** ** agent advised that Ms***'s DTV account number is *** and was combined billed with Ms***s CenturyLink account *** ***I advised of the combined mis-billed accountsThe *** ** agent confirmed that CenturyLink paid Ms***’s *** ** statements for the balances listed below: --------------------------------------------------------------------------------...⇄ Sep $(billed correctly $109.84)Oct $(billed DTV accounts totals = $difference)Nov $(billed DTV accounts totals = $difference)--------------------------------------------------------------------...⇄ Total DTV Charges CTL paid while combine billed: $(difference from billed amount $112.06)------------------------------------------------------------------------...⇄ Ms*** was billed a difference of $(as shown above)CenturyLink had reversed the difference of $on 12/14/which reflects on the 01/01/CenturyLink bill statements as “Adjustments” (see clip of the 01/01/bill statement sum*** page below):-------------------------------------------------------------------------...⇄ Previous Balance Payment Received 12/20/Thank you! -Adjustments -New Charges Due 1/21/---------------------------------------------------------------------------...⇄ Total Amount Due $-------------------------------------------------------------------------------...⇄ These sort of combine billing mis-match billing errors occur rarely but are usually caused by human error while inputting account information in the combine billing order and/or mis-typing the numbers. 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 situationHowever, as the difference from the billed amount of *** ** service and Ms***’s actual *** ** charges had already been adjusted and reflects on the 01/01/bill statement, CenturyLink finds no additional credit to be warranted and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

03/23/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’ CenturyLink account, I have supplied clips of the recent bill statements:Bill Date: Dec03, 2015Packages 63.95Package Discounts
-14.00Broadband 10.98Taxes, Fees, and Surcharges 4.96-----------------------------------------Total Current Charges $65.89_________________________________Bill Date: Jan03, 2016Packages 63.95Package Discounts -14.00Broadband 10.98Taxes, Fees, and Surcharges (fluctuation in Taxes, Fees, and Surcharges)-----------------------------------------Total Current Charges $66.00_________________________________Bill Date: Feb03, 2016Packages 63.95Package Discounts -14.00Broadband ($rate increase on the leased router fee)Taxes, Fees, and Surcharges (fluctuation in Taxes, Fees, and Surcharges)-----------------------------------------Total Current Charges $67.05_________________________________Bill Date: Mar03, 2016Packages 63.95Package Discounts -(change in contractual month promotional discount on 02/26/per Mr***’ request)Broadband Taxes, Fees, and Surcharges -----------------------------------------Total Current Charges $62.05As shown above, taxes will cause the bill statements to fluctuate and there was an increase on the lease router feeMr***’ bill statements will be $less beginning the 04/03/statement as he recently subscribed to CenturyLink’s auto pay on 03/08/(after the 03/03/statement was generated)Part of the package promotional discounts is a $off for subscibing to CenturyLink’s auto pay.I had contacted CenturyLink’s repair escalations and requested assistance for Mr*** internet issues*** contacted Mr*** and was advised that the service was working correctly, however Mr*** had concerns about the temporary drop line in his yard*** created a work order ticket and contacted the area plant supervisor was contacted to expediteOn 03/22/2016, the area plant supervisor stated the line was buried.CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’ issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs the billing fluctuation has been explained and the line has been buried, CenturyLink has closed this complaint.Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

02/10/ Ms***’ CenturyLink bill date is the 10th of every monthCenturyLink notifies Ms*** that the automatic payment will be charged approximately days from the bill date (date may vary depending upon weekends or banking holidays) as reflected within the original response. Below is the list of recent payments that show her automatic payment will be charged between the 31st of one month to the 2nd of the following month:--------------------------------------------------------------------------...⇄ 01/31/2017 $CR 01/01/2017 $CR 12/02/2016 $CR 10/31/2016 $CR 10/02/2016 $CR --------------------------------------------------------------------------- Ms*** can contact CenturyLink’s financial service department to inquire if her account bill date can be changed by calling *** (only the financial service department can determine if it is possible to change the bill date and Ms*** must verbally verify the account for CPNI regulatory process while making changes to the account that effect billing) CenturyLink apologizes for any inconvenience and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 account Internet charges are
billing correctlyThe paperless billing and autopayment afford the additional $discount which reduces the monthly total from $to $for the internet servicesThere isn’t any promotion that offers a price as noted in this complaintThe customer is in the 11th month of a 12-month term (the 2nd year in a row which is not supposed to be offered) promotion and when this expires will go to the regular or rack rate as indicated on the billCenturyLink has discontinued term commitment promotions and has adopted what is called “Price for Life” pricing structure that simplifies the bill, requires no contract and will not change in price for the service if the customer doesn’t change the serviceIt would be advisable prior to the expiration of the current promotion that the customer call in and address this prior to the increase to regular rack rate pricing CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

07/14/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I found that a call on 03/17/at 5:42pm and ended at 6:04pm It looks like a technician
went out earlier that dayMr*** must have put an automated repair ticket in since there were no calls to technical support before that 5:42pm callBefore that, the next call was back in October 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 (***) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsCenturyLink does not compensate for time spent nor does CenturyLink have a months free promotional discountI found no record of offers of any credit for compensation. Mr***’s CenturyLink 05/16/statement was higher due to the expiration of the month discount and late feesCurrently, Mr*** is billed the standard rate for the service he subscribes to. CenturyLink finds no credit to be warranted and has sustained all chargesI advise Mr*** to contact CenturyLink customer service to inquire about new promotional offers by calling ***CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for the difficulty in getting an answer and resolution to the combined billing issueIt may be apparent that the billing price quoted may have been incorrect due to the
technology that serves the internet side of the service and eligibility for certain promotional rates when adding newservices to existing servicesAn inquiry has been sent in to see if this can be modified in some way to accommodate the pricing at least to get close and this office should have a answer within the next to business daysIf it turns out that this can’t be done and the customer does not wish to maintain the service they will not penalized for terminating earlyCenturyLink 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

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Again - I understand I am not authorized, but, when I notice something is wrong , I will report with the permission of the account holderExample if I saw someone have a heart attack , should I stand by or call and watch him die as I do not Medical Power of attorney? I told your CSR that and that I sent them Mr*** email address if they needed permission to come out and repair They did set a ticket up but did not resolve until 05/25/from 05/20/They could have emailed him on the same date I sent the ticket in as he was able to receive emails in Vietnam and I even told your CSR that.What gets me is the tardiness of Centurylink and incompetent customer service repsIf Mr*** was here he would be yelling in several different languages.You need to retrain your personnel and review the call and why the complaint was made of behalf of *** *** and as I stated before - he will deal with you when he gets back from Vietnam and he is carbon copied on this issue. Refresh your SOP - *** and learn from this issue as and I appreciate your standing by the statutes, but, statutes will not protect you from Mr *** Wrath when he gets home and why it took so long to repair??? so send Mr *** *** and apology as it took form 05/20/to 05/25/to repair his phone service and he doe snot return until 06/06/16, so if I did not report it - it would have stayed unattended until he got home and he would have been furious.Have a great Memorial Day and learn from *** and realize your incompetency

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, Our records indicate Mr*** was advised of
the Early Termination fee on the date of cancelationMr*** was also disclosed the terms at the start of his internet promotion, confirmation of service terms and changes were providedThe Early Termination fee is valid and has been sustained** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: The response from "Mr***" (whomever that might be) does not even indicate what has previously occurred with respect to my billHe indicated that we had a $credit on our last billIn reality, we were charged an additional $as an adjustment to our January bill for a grand total of $We paid this amount because of the pending complaint with Revdex.comCentury Link then deducted that $which we were overcharged (from January) on our February billSo in reality, nothing was done except to credit an overcharge for our last bill.The suggestion that I should contact the "Retention department" is also not acceptableI have spent countless hours both on hold and speaking with members of the Retention departmentI was last quoted pricing by *** Employee ID #*** who assured me that our conversation would be indicated in the department's computer notes in the event my bill did not reflect our agreementAgain, I have specifically indicated my conversation with *** subsequent to that conversation, only to be told that there are no notes reflective of that conversation in the Century Link systemI believe that Century Link should tell me why it is incumbent upon me to once again attempt to contact their Retention department, wait on hold for an exorbitant amount of time, and then be told by a Century Link employee who can find no notes of any of my conversations over the past 4-months that "there's no way we can do anything like that".I have had separate conversations with two different members of the Century Link "Retention Department"The first being "***" who quoted me a monthly fee for my service of (inclusive of all fees except taxes)He told me that he would place notes in the computer system reflective of this conversation.When my next bill came, it did NOT show the agreed upon amounts so I called and spoke with "***" who said the best he could do would be a monthly fee of $(inclusive of all fees except taxes)He also told me that he would put notes in the Century Link system reflective of this conversationWhen I explained that "***" had told me the same thing only to learn that there were no note, "***" gave me his employee number to "assure me" that I wouldn't have any more problems.When my subsequent bill came and I called the Retention Department for the third time, not only was I told that there were no notes but the woman who I spoke with on the phone was so rude that I hung up and never bothered to get her name.So, "Mr***'s" suggestion that I contact the Retention department and speak with them yet again, and "oh by the way I'll make sure they get a $courtesy credit for the inconvenience" is unacceptableIf Century Link is refusing to do anything more that what "Mr***" has suggested, I may have not choice but to take my complaints to the Consumer Fraud division of the Attorney General's office.Once again, I have paid my most recent Century Link bill which contains the credit for a $OVERPAYMENT due to this ongoing disputeI choose to take care of my obligationsCentury Link should do the same.
Sincerely,
*** ***

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*** feels she recently received from CenturyLink representatives. Her comments are appreciated and, to
improve customer service, will be investigated. Our records indicate Ms*** spoke with a representative on November 16, 2015. An order was issued to remove the landline and upgrade the Internet speed to Mbps. On November 17, at 3:39:PM, CenturyLink contacted the customer to advise that Mbps is not available and the order is being cancelled. The next contact occurred on January 29, 2016, when she called to inquire about her landline. No order was issued as a result of this conversationOn March 8, 2016, an order was issued to remove the landline and upgrade Internet speed to Mbps. This order had an effective bill date of December 11, 2015, which should have adjusted previously billed charges back to December 11, 2015. The March 19, bill did not reflect the adjustments, so a representative issued a credit on April 11, 2016. The adjustment should be reflected on the April 19, billCenturyLink regrets any inconvenience Ms*** has experienced*** CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because: I have been with *** since the day I cancelled the service from centurylink. you admit to billing the wrong amt on one hand and then charge me the wrong amount again and expect me to pay it. im not accepting this, you will not intimidate me into accepting this travesty. you have of my money already, and you have the nerve to keep charging me the wrong price and expecting more money out of me. I want the account zeroed out and my returned to me. I will take legal action if im pushed.
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint regarding a billing dispute on a closed accountI checked the closed account and show the credits have been issued as of 7/21/16 the account now has a zero balanceWe apologize for the delay in this resolution understanding
how frustrating this avoidable situation has been for the Customer.Sincerely,Mr.***

The refund check in concern was sent out December 19, 2016, hasn't yet been cashedPlease advise for a replacement requestIf the request for replacement, please provide an updated address** CenturyLink Customer Advocacy Group

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, All charges of the prorated days for Mr***’s
home phone package were credited back on the following statementI made contact with Mr*** to explain the billingAccording to Mr***, our agent provided the wrong billing cutoff dateI apologized to Mr*** in regards to any misinformation he was providedI provided Mr*** my contact information for any further questions or concerns in regards to this complaint** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:Athought I received "some" credits, these did NOT reflect the credits which were promised for services renderedAdditionally, I more than paid for the services I received as I did NOT have the fiberoptic services I paid for as reflected by the tech who came to "reestablish" my serviceI WAS being charged for fiberoptic when I was actually getting DLS service based on the error of the other techs who overlooked the modem in the homeI had several complaints which were not addressed and overlooked by century linkAgain, I had complaints which several hours per call to both century link and *** who both pointed fingers at each otherI would ask how often someone should call when they work hour days during the week and the century link calls too a minimum of an hour and are not open after pm or on weekends? No other area would be able to address except the billing office with regards to the billing and I got the run around about the cause of my service issues. Again, I request you to listen to the call records which the employee offered full retro of the bill-- which was never givenThen the tech who came out confirming the issue was Century link had installed the wrong modem! How would that responsibility fall on the customer?
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 trainingUnfortunately, there isn’t any way
to validate the claimThat said, I have gone back twelve months and re-rated the amount that would have applied at a rate of $a month and $modem lease fee which comes to $While this rate is higher, it would have been as the rate previously priced with the voice line is less than if the rate had it been a standalone pure broadband accountThe amount paid in that period comes to $which I have deducted the amount that would have applied ($659.88) and have adjusted the difference or $This has been applied to the account and stay as a balance credit going forward until the amount is used up for the months service going forward CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

With the updated information provided and further review of Mrs***s account with Ms, ***, I agreed to onetime adjusted of $inconsideration to the time it took to update and resolve Mrs***s billing and listing issuesI apologize for any Inconvenience CenturyLink may have cause Mrs*** Customer Advocacy Group

I have reviewed the RevDex.com Complaint from *** regarding a disputed bill on a closed accountI have reviewed the closed account and show we sent the Customer a *** prepaid return label but don't show where we received the modemBased on my overall findings and the Customer's
statements I have gone ahead and adjusted the $off the closed account it now has a zero balanceWe apologize for the frustration and time she spent trying to get this issue resolved.Sincerely,Mr.***