CenturyLink

I sincerely apologize for the incorrect response being sent to *** *** in error previouslyThat information was not relevant to her account.CenturyLink appreciates *** *** 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 verified *** *** called to disconnect her Centurylink account on 07/24/Unfortunately, the account was not disconnected on that date due to the status the account was inThe order to disconnect her services was processed on 08/18/and was backdated to 07/24/to credit any charges incurred after the date she requested disconnectionAt this time there are no fees for unreturned equipment on the accountI request *** *** to reply with the *** tracking labels so I can document her account with that informationI have sent out a final bill with the amount due on the account to her address.CenturyLink apologizes for any inconvenience or frustration this issue may have caused *** ***.***CenturyLink Customer Advocacy Group

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, *** 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 several representatives on October 13, 2017. An order was issued to add a new promotional discount to the account. As reflected on the November 8, bill, *** *** is billing at $per month ($45-$10) before taxes, fees, and surcharges. In addition, a credit for $was also applied and is reflected on the November bill From the information provided by our Broadband Escalations Group, *** *** is currently in an area that is experiencing Bandwidth Exhaust. Customers in this market may experience slow speeds, packet loss and latency during peak hours. A tentative job for improvements is being considered for late 2018. If *** *** decides to find another Internet provider that might better suit his needs, CenturyLink *** adjust any Internet Early Termination Fees that might be applied. This offer is valid until January 13, *** *** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

Final Consumer Response /* (2000, 4, 2016/01/04) */

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 do not indicate Mr*** returned the leased modem. Thus, he was correctly billed the purchase price of the equipment on March 8, 2016. In an effort to satisfy, a credit was applied to the account on September 13, for $105.99. CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

I have received and reviewed the Revdex.com complaint regarding monthly rate increase due to promotion expiringI have reviewed the account history and bills the customer was explained that his bill increased due to one of his promotions expiring they have two remaining on the account
The customer agreed to a term agreement on 4/4/that expires 4/4/they are still receiving their discount $14/month for that agreement along with a $per month autopay mothly discount I can see over time the customer has called in and been given supplemental discounts that start and end at various times depending on what the promotions areThe customers charges are correct and the service agreement including a fee for early termination are sustained when the current promotion expires they can check with us to see if we have any others they may qualify forCenturyLink would like to apologize for any confusion this billing situation has causedSincerely,Mr***

Complaint: ***
I am rejecting this response because: Concerns have not been addressed by this response. Veronica E*** of Century Link is aware of the scope and duration or the problem
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing/service dispute. Unfortunately, Ms*** did not provide her CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account numberOnce I
have the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustration.Sincerely, Mr***

07/26/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Mrs***’ complaint, I contacted the *** (area plant supervisor) for the service area Mrs***’ address is within*** *** first
had a technician survey the area and found no exposed CenturyLink wires*** *** also visited the address and confirmed no exposed CenturyLink wiresBoth *** *** and the technician had left voice mails on the contact number Mrs*** provided and have yet to receive a response. As it has been confirmed by both a field technician and *** *** that there are no exposed CenturyLink wires and Mrs*** has both the field technician’s and *** ***’s contact information for future questions, CenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding his CenturyLink billing disputeThis complaint was previously addressed by our office as an FCC complaintPlease see the attached responseCenturyLink apologizes for any confusion
Sincerely, *** ***CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer has been in contact with CenturyLink prior to this complaint and was notified that the initial offer was not valid for the services that were orderedIn lieu of a misquoted monthly
reoccurring or package and associated incentives such as the *** gift card have certain criteria that must be part of the services ordered or they will not applyThe gift cards, when applicable take approximately 8-weeks to arrive as a certain amount f time and [paid account status are required to fulfill requirements to receive suchEven though the customer didn’t qualify for the $*** gift card offer, the customer was given a $adjustment towards the account as a courtesy given the situationAdditionally, the $adjustment mentioned in the complaint was also issuedCenturylink does not provide the chat transcripts or any other internal notation on a customer’s account unless subpoenaed by court order as this information is considered CenturyLink proprietary information and is not shared with the publicEven if an agent erred when quoting an offer as may have been the case here the consideration would be as has be as has already been done and the customer would be allowed to cancel the service without any early termination penalty should it be applicableAt this time, the customer has canceled the services and no penalty applied and all the adjustments given are sufficient to satisfy the issues that occurredCenturyLink 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

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 have agreed to a credit of $due to Mr
*** being billed for a tech install chargeMr*** was given the $credit in concern on the December statementI didn’t find any other billing error or duplicate billingCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group

04/26/2016I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing dispute. Unfortunately, Ms*** did not provide her CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account numberOnce
I have the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustrationSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because:I had an account for over yearsThe account name was under *** *** and the address was *** * *** *** ** *** *** *** and the account number is *** *** ***
Sincerely,
*** ***

CenturyLink appreciates Mr*** giving us the opportunity to review his account, 663-088. A Broadband Escalations representative has checked Mr***’s Internet service regarding his claim that he is only receiving 25-30% of the advertised speed but being charged full
price. Mr*** currently has our 1.5Mbps speed. Per the Escalations representative, Mr*** is currently connecting at 1.5Mbps. He has been trained at 1.5Mbps everyday for the past days. There are no errors on the line and connection is stable. The last repair ticket was opened on September 9, 2016, when an out-of-service was reported on Mr***’s landline On September 8, 2016, Mr*** spoke with a representative. A promotional discount was offered, giving Mr*** 50%off his Internet service for twelve-months. As reflected on the February 22, bill, Mr*** is currently paying $for his Internet service ($29+$16.99-$23) before taxes, fees, and surcharges *** CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding a closed CenturyLink account with an outstanding balance he was unaware ofI would be happy to investigate this billing dispute if *** can provide me with the account number in questionIf he doesn't have it I may be able to find it with the
full old address where the account was activeSincerely,***

CenturyLink appreciates the opportunity to review *** ***’s account, *** *** ***. Our records indicate *** *** spoke with a representative on April 6, 2017, as his monthly discounts were expiring. Per the call recording, *** *** was quoted a monthly rate of $for six
months, increasing to $in month seven. *** *** was advised of the twelve-month term commitment several times and information is also reflected on his monthly bill. *** *** has been billing at $before taxes, fees, and surcharges and the June to August bills reflect total amount due is $31.94. *** *** was also promised a $credit, which was on the April 5, bill *** *** is billing as quoted per the April 6, customer contact. CenturyLink respectfully denies his request to waive the Early Termination Fee, if *** *** decides to disconnect his account prior to April 10, *** CenturyLink Customer Advocacy

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 trainingThis customer has a special account
that has a dedicated support team that handles their issuesThe number for this group is: ###-###-#### for most issues or assistance or repair at ###-###-####CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***

Complaint: ***
I am rejecting this response because: I did receive a credit of +tax for one line and I have two lines and the agreement was that both of those would be waivedI am still due a credit for my second line of plus taxAnd there was never an agreement of term to get this priceI did not agree to no such thingI even asked to make sure that there was no conditions to that price and there was no mention of a term agreement in that conversationI will not pay early termination fee if I decide to stop this serviceAs mentioned before I also have to call into this company every month because my bills are incorrect and are being charged the wrong amountThis needs to change
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: In august the customer was enrolled in a specific promotion that was not the one the customer expected or may have been quotedIt was discounted but not at the rate the customer anticipatedIn some instances we can get this corrected and back date the new promotion at the same time which would result in the difference being adjusted to the account as mentioned by the customerOn this particular promotion this is not possible and although the billing is not back dated it does carry forward for the full duration of the term going forward and the $dollars difference will be realized on months 9-of the promotion currently active on the account as they are extended due to the implementation date of the correct promotionIn lieu of the other issues trying to get this resolved CenturyLink has issue a onetime adjustment in the amount of $as a courtesy to the customerThe reference number for this adjustment is in the amount of $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

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,
*** ***