CenturyLink

01/13/CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink account, I reached out to the Area Plant supervisor and shared Ms***’s complaintThis is the response I have received:
Hi ***, I spoke with Ms*** on Tuesday December 15th after speaking with my technicianHe advised me that the *** *** that he removed belonged to CTLWhen he changed her modem she no longer needed the CTL *** ***Ms*** was still stating that it was her’s and that she had purchased it from ***I gave Ms*** the *** number and advised her to make a claimIt is my understanding that she has already done so because my technician received a call from someone with *** yesterdayThank you, *** I would advise the same information as all incidents must be reported to *** by calling *** to open a claim or inquire about a claim that has already been opened*** is accessible hours a day, days per weekPlease have information pertaining to the incident and/or claim number availableSincerely, *** ** *** 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*** dispute it has been found that we are unable to locate an account with the information providedWe would like to refer Mr*** to our
financial services team to locate the account and resolve any billing matters moving forward regarding his concernsPlease contact our team at ###-###-####We apologize about the frustration encountered and our team looks forward to further assisting youSincerely, *** ***

I have reviewed the customer's reply regarding their closed CenturyLink accountI show account number *** has a zero balance if she is getting a bill from another account she can give me the account number I'm happy to further assist as needed.Sincerely,***

09/09/2016 When Ms*** began service she began with CenturyLink internet and Prism service Ms***’s first bill statement was only for the CenturyLink internet (due to different bill dates for internet and Prism service as the services are billed from different systems)The first bill statement included prorated internet and leased modem charges from 05/13/to 05/18/2016, the standard month in advance from 05/19/to 06/18/2016. Ms***’s second bill statement was for both internet and Prism serviceThe second bill statement included the standard month in advance for internet charges from 06/19/to 07/19/2016, prorated (at standard rate) Prism from 05/14/to 06/11/and the standard month in advance with discounts 06/12/to 07/11/2016. As stated within the original response, this issue had already been resolved on 08/09/2016, when Ms*** spoke with an agent who added a month contractual promotional discount that Ms*** agreed to bringing the monthly recurring rate for the package to before leased equipment, taxes, fees and surcharges as shown form a clip of the 08/19/statement:________________________________________________________________...⇄ Internet Monthly Charges --------------------------------------------------------------------------------...⇄ High-Speed Internet Loyal Customer Credit of 12 -High-Speed Internet Promotion Month of 12 --------------------------------------------------------------------------------...⇄ Monthly Charges Total $29.95__________________________________________________________________________...⇄ Ms*** was advised the charges are valid and the agent she spoke with, as a courtesy waived the early termination fee waived when she requested to have the Prism disconnected. CenturyLink has reviewed our previous responses to Ms***’s issueAfter careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because: ** from the Customer Advocacy Group said in this response that came through the Revdex.com that my bill was to be backdated to July 29th, I already paid services through August 20, 2016, so that means I should be reimbursed for days of service I paid for incorrectly according to **He said he had reprinted the bills and sent them to meI never received anythingI contacted CenturyLink on two separate occasions this week to inquire about the reimbursement (3/and 4/1)Both times I was told nothing could be done as this type of situation did not fall within their domainBoth the Billing Department and the Financial Services/Collections department do not handle this type of request apparently, but neither of them know who does deal with this type of requestOnce again, CenturyLink is extremely inconsistent with some representatives saying one thing and other representatives saying other thingsAdditionally, they do not seem capable of maintaining accurate records of what they've told customers or capable of intradepartmental communicationI am very disappointed
Sincerely,
*** ***

I have reviewed the complaint from *** regarding a delay in receiving his refund check on his closed accountI reviewed the account notes showing this was released on 8/7/he should have received it by now if not I would be happy to further investigate as neededWe apologize for the delay
in the refund and the frustration this has caused.Sincerely,***

(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Centurylink's acknowledgement of the poor customer service and crediting of the account I can't accept this case resolved
While awaiting their response I received a subsequent bill which added $for unreturned equipmentThis is unequivocally untrueWhen I cancelled my service in September I was sent a box and shipping label for the return of the equipmentOn October 20th I dropped off all the equipment at UPS which was within the day requirement
I considered the equipment received when Centurylink's November statement was issued as there was no charges for unreturned equipmentI subsequently threw out the shipping confirmation receipt
On December 13th I received a new invoice which had a $charge for unreturned equipmentToday(Jan 4th) I attempted to resolve this issue with Centurylink over the phone
After being passed to four different departments and spending over an hour on the phone Centurylink has no tracking of the label they sent to me nor could verify any receipt
Therefore, the inaccurate billing from Centurylink has continued and my only satisfaction will be to have this "unreturned" equipment charge reversed and no further charges put on my account
Lastly, for some context I'm a SrExecutive at a large Bank so I appreciate how organizations aren't perfect and customer satisfaction can be a challengeHowever, my dealings with Centurylink have led me to believe that there is intentional customer abuse or even FraudDeceptive sales, over billing, inability to resolve issues, and poorly managed processes(i.eequipment return) seem to be purposeful

Complaint: ***
I am rejecting this response because: Centurylink has not responded to my last Revdex.com letter to themTherefore they have not yet adequately addressed my complaint
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,
*** *** ***

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 reviewing this complaint with Ms***, I have
forward Ms***’s concerns to our tier-internet supportA full investigation will be done inconsideration to Ms***’s internet troubleI have provided Ms***’s my contact information for any further concerns or questions** CenturyLink Customer Advocacy Group

After further review, I only found billing for Mr***'s current address, the billing is correctI left Mr*** a voice message with my direct contact information per further billing concerns or questions** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:Equipment was shipped shortly after label was receivedThis was the first label that was received by Me after waiting for quite some time
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 meHowever, I would like to add that even though they are technically accurate, the service was not hooked up as promised in September and further appointments by Century Link were missed without contacting me of the changeI had to make several calls before I was informed of a schedule change by Century Link to a time that did not work for my schedule as promised by Century LinkAfter several heated conversations, I was finally sent a technician on 10/22/2016, almost months after the original promised installment date who was able to successfully install to products promisedThis is just another example of how Century Link Customer Service Department is FAILING to meet their customers needs*** ***, ** ** ***, has yet to deal with this issue and I feel he will not in the future as he holds a monopoly for Internet services in our area and knows we have no other options available to usMy ire does not lie with the technician who installed my services but with Customer Service and *** *** for their failure to do their jobs and meet their customers needs in a timely manner.
Sincerely,
*** ***

I have reviewed the complaint from *** regarding a misquoted monthly total estimated billing amountI reviewed the customer's account and notes regarding this ongoing billing dispute The customer has been credited on 2/3/for the additional charges and advised their bill
with the current services would not be $it would be $+ taxes fees and surchargesBased on my findings and the customer's statement I have noted the account for us to waive the early termination fee if she chooses to cancelShe would need to call into our disconnect department *** this isn't an order that can be done via a third party communication such as thisThey will also need to be explained the details of the equipment return process by our disconnect departmentWe apologize for any misquote along with the frustration this dispute has caused Sincerely,Mr.***

Complaint: ***
I am rejecting this response because:Centurylink has never taken responsibility for what happened to our accountAfter more than years of staying with this company, we were treated poorlyThey allowed a technician to change our phone / internet plan without our knowledge or permission, causing our bill to more than doubleThis was on top of having a very poor internet connection that did not meet their promised claim of serviceUltimately, I was forced to change providers because they would not put me back on my previous planWe were constantly told the doubled bill was "valid," and I had to pay itThis caused a huge amount of stress.This company owes us an apology, and for all my time they wasted, we should received a full refund for at least the last month of serviceMy internet was not functioning properly for the last year, and this company wasted many hours of my time dealing with their customer service, tooOur internet has been horrible, and they could never fix the problemSomeone needs to hold this company responsible for not meeting their promised claims of service.For this to be resolved, I expect a full refund of at least one month of service, $
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 trainingUpon review, Ms*** made a payment on January 5, to
restore serviceMs*** has been advised on CenturyLink’s payment arrangement processJJ CenturyLink Customer Advocacy Group

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 on 12/09/the modem billing code was removed from the customers accountAdjustments have been
made for the prior billings and a credit balance of $is currently on the accountWe apologize about the frustration encountered and appreciate the opportunity to investigate Ms***'s concerns.Sincerely, Mr***

CenturyLink appreciates Mrs*** 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 Mrs*** shouldn’t have been
billed the early termination fee in disputeI have processed an adjustment for $to offset the fee billed to Mrs***I advised Mrs***, the refund process can take up to daysI apologize for any inconvenience CenturyLink may have cause Mrs*** CenturyLink Customer Advocacy Group

CenturyLink appreciates *** *** giving us the opportunity to review our handling of his accounts, *** *** *** *** *** *** *** *** *** ***. 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. Our records indicate *** *** spoke with Escalation Representative on August and 14, regarding his concerns. A credit for $was applied to the account on August 9th and is reflected on the August 13, bill on account *** *** ***. Another Escalation Representative spoke with *** *** on August 14, 2017. *** *** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr. Holman has experienced *** CenturyLink Customer Advocacy

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, *** *** ***. I would like to apologize for the less than exemplary service that Mr*** 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. Our records indicate Mr*** was receiving a $promotional discount that would have expired on the August 19, bill. He spoke with a representative on August 9, and two new promotional discounts were added to the account; a $6-month discount and a $12-month promotion. As reflected on the monthly bill, the 12-month promotion includes the presence of Auto-Pay and Paperless billing with a 12-month commitment. The August 19, bill reflects the new promotions and a monthly rate of $($50-$10-$20.05) before taxes, fees, and surcharges When Auto-Pay and Paperless billing was not added to the account, the 12-month discount changed from $to $10.05. Thus, the monthly rate increased to $29.95. Auto-Pay and Paperless billing was added to the account on November 17, 2017. Due to an error on the order, the Paperless billing indicator was incorrect. An order has been issued to correct the problem Mr*** has received several credits due to the difference in the promotional discount. A credit for $was applied on October 5th and November 17th and a credit for $was issued on December 8th. An additional $credit was issued on February 7, for the January bill. Mr*** is advised that the January 19, bill reflected that his $6-month promotional discount was in the last month. Mr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience he has experienced Margaret CenturyLink Customer Advocacy