CenturyLink

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: This customer’s address is served by an older technology which is referred to as an ATM circuitATM circuits cannot provide more than a 12M download in the best of scenarios and as such would
never have offered a 40M upgrade by CenturylinkAdditionally, the CenturyLink loop qualification tool available to use internally as well as customers ability to use this tool on our website would have also informed the customer that currently, not only is that speed not available but no new orders can be placed as the DSLAM is approaching capacityThe customer acknowledges that the agent was not a CenturyLink employee and as such unless selling a new service would have no reason to run a credit checkFurthermore, VZW agents do not have the ability to offer upgrades to existing Centurylink accounts just as CenturyLink cannot change the plans or services that *** provides even if both services are combined billed on the Centurylink billIt sounds like the agent was talking about a hot-spot internet product that *** offers, not Centurylink and used terminology that may have led the customer to think this was a CenturyLink product when it was notSeeing that this occurred from the actions of a *** employee for what was most likely being referred to as the *** hotspot product, not a CenturyLink internet upgrade that wasn’t available, it’s *** that will need to address any action taken on behalf of their employee who ran the credit inquiry for new *** products and services not Centurylink products and servicesCenturyLink 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

Initial Business Response /* (1000, 4, 2015/08/13) */
8/13/15: Centurylink has reviewed the charges on the final bill of 402-HXX-XXXX-XXX in the amount of $for the customers *** TV charges they are disputingThe customer indicated they cancelled services and received a refund checkOur
records indicate the customer cancelled account number XXX-XXX-XXXX on 12/18/The order only disconnected the Centurylink servicesThe customer was sent a refund check for this accountAt the time the customers service was disconnected the rep issued an order that created the billing account of 402-HXX-XXXX-XXX for the customers *** TV charges.Although the billing was included with the Centirylink billing customers are required to contact *** TV regarding their serviceThe billing was being sent to the customers previous addressThe customers *** TV charges for January $and the February $were sent to CenturylinkThe account was disconnected on 2/28/
The final bill reflected service credits of $The charges on the final bill were credited to a zero balanceThe collection agency has been advised to stop collection action and to pull the debt if reportedCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 6, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their error and the fact that they own up to itI do not accept the credit blemish I received as a result of itI would like a letter sent to the credit bureaus and myself explaining that this credit blemish was 100% their error and not mine!
Final Business Response /* (4000, 8, 2015/09/01) */
9/1/The collection agency has requested the debt be pulled from the credit bureauThe customer will be sent a letter stating the final bill is at a zero balance
***/Centurylink Manager
Final Consumer Response /* (2000, 10, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally...it's about time they are taking responsibility for their mistake
*** ***

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

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: Simply put, the early termination fee and the unreturned equipment fee have been adjusted and you no longer obligated to pay either This leaves the balance owed on the account at $ Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by *** *** *** , regarding a service disputeAfter investigation of *** ***'s account it has been found that the service has been installed and is up and running at the customers homeCenturylink apologizes for the
frustration encountered while waiting for the work to be completed to provide services to *** ***'s new homeAs a courtesy for the delays in getting service installed at the customers residenceCenturylink has credited the charge for the modem on the customers billThe total amount credited was $which included the sales tax on the modemCenturylink apologizes for the frustration encountered and appreciates the opportunity to investigate *** ***s complaintSincerely, *** ***

Ms***’s monthly cost has increased by $due to Late Payment Charges, as the account has been carrying a past due balance since October 2017. Copies of Ms***’s monthly bills have been mailed to her on two occasions for her review. After careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint Margaret Customer Advocacy Group

The account number that was provided showed that no billing or account was ever created for this customer as the provided document is an order confirmation which was sent when Ms*** set up our services with ***Our records do not show any balance or bills due on this account as it was closed before it was activatedMs*** has requested that the inquiry be removed from her credit reportingIn order to do this Ms*** must submit a letter to the reporting agency disputing the inquiry for it to be removedMore information regarding the dispute process can be found on various different websitesCenturyLink apologizes for the frustration encounteredSincerely, Mr***

I have received the Revdex.com rebuttal from Mr*** ** ***I apologize I just noticed that the year on the *** bill dates from January to March in my response should have read 2014, not I asked *** to review Mr***’s claims and they confirmed the information that I provided in CenturyLink’s original response is correctThey stated Mr*** made two payments during the time frame in question, $posted on 11/18/and $posted on 12/16/Both of which applied to the invoices they sent to CenturyLink*** also indicated that Mr*** resumed payments to *** in March after they started sending the bill directlyOnce again, *** has confirmed that there was no double billing and they also confirmed that CenturyLink was paying them for Mr***’s service during the months in questionAs stated previously, *** sends the invoices to CenturyLink and CenturyLink pays *** on the customer’s behalf immediatelyCenturyLink apologizes that the joint billing remained after Mr*** canceled the CenturyLink service, but that does not mean that the *** charges owed to CenturyLink are not validCenturyLink has reviewed our previous response to Mr***’s issues and after careful consideration we find that the original investigation and response to be validCenturyLink has closed this complaint.Sincerely,*** CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: CenturyLink advertises in accordance with all the various laws regarding the offerings of all our productsDSL (or any type of broadband) qualifications have various
conditional loop qualifications that are within the general expectation of the area that a particular network terminal or direct central office connection or various other technologies provide this serviceSometimes it comes down to the last person on a particular street may be able to get the service and the neighbor next door may notThere many factors (that are beyond the control for Centurylink to know) when the initial check of the network loop qualification tool used to offer these services that may be a factorCenturylink does their very best to give an accurate reading of what a customer can reasonably expect but again, due to factors outside the control of CenturyLink, there are instances where it is simply impossible to know this precisely when qualifying a particular address until the line is actually set upSince all the many variables that impact this estimation process cannot be included in the various advertisements for practical reasons there is a general disclosure on all of the advertisements that indicates not all speeds available in all areasThe customer’s account has been adjusted in full and there is no outstanding balanceCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

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 10/07/these issues have been resolved by our customer careThe modem lease has been removed from the
customers account and the charges have been credited for the lease feesIt also appears that the remainder of the installation charge was credited as well as the Late fee that was chargedWe apologize about the frustration the customer has encountered regarding the billing and appreciate the opportunity to investigate the customers concernsSincerely, Mr***

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,
*** ***

I have received and reviewed the Revdex.com complaint from *** regarding disputed charges on a closed accountI have reviewed the account history and need more information to further assistI show the customer received our modem via *** on 3/25/what did they do with the modem?
If they returned it please have them provide the tracking number so we can verify if it was returned or not
Sincerely,
Mr.***

I have reviewed the customer's reply regarding problems with their internet serviceI just checked the customers line and show they are currently at mbps on a mbps provision rate = 117% train rate and stable connection. If they customer is still having problems on their side they need to contact our tech support for troubleshooting we have 24/support ***Sincerely,Mr.***

CenturyLink appreciates Ms*** giving us the opportunity to review the handling of Mr*** accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review, I contacted Mr*** concerning
his service and he stated the Comcast phone service was functioningHe is using a VOIP phone serviceIf the internet is changed in any way, the service can be affectedWe apologize for any issues that were caused concerning the service order to add CenturyLink internet at his homeCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***.AmberCenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: The letter sent by Century Link is incorrect in stating that no complaint was registered until services were cancelledWe called continuously for months regarding the issue and this would be in their records if anyone actually took the time to look into this matter.
Sincerely,
*** ***

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*** had several repair tickets in August 2016. The last ticket was closed on August 19, 2016. A Broadband Escalation representative has checked Mr***’s service. He is currently trained above the purchased rate of Mbps and the line has been stable for over days. There have been no further calls to repair In an effort to satisfy, a credit has been applied to the account for one month of service. A credit for $was issued on September 15, and should be reflected on the September 28, bill. CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr*** account it has been found that this issue has been previously resolved on 10/20/and an adjustment has been issued for the modem
lease fees that the customer was chargedCenturylink has provided a modem for the customer at no charge for being a loyal customerMrs*** from our executive office spoke with you this morning and confirmed that everything was taken care ofWe appreciate the opportunity to resolve your dispute and thank you for being a Centurylink customerSincerely, Mr***

CenturyLink appreciates the opportunity to review Ms***’s account, *** *** ***. Our records indicate the account was disconnected on July 15, 2016. As indicated on the monthly bill, Ms***’s bill cycle is from the 4th of the month to the 4rd of the next
month. The July 4, bill reflects charges from service from July to August 4, A July 26, Closing bill was generated. This bill reflects credit for previously billed service from July to August 4, 2016. This bill also correctly reflects a $Early Termination Fee, as Ms*** disconnected her service prior to the January 19, commitment date. The current balance due is $166.27. The balance due is valid and has been sustained Upon review of the monthly bills, Ms*** has not been billed a monthly modem lease charge. I apologize for any misinformation she has received regarding the modem lease *** 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 training.Upon review, I verified Mr*** ordered CenturyLink internet as
well as DIRECTV through CenturyLink in February Unfortunately, we could not provide internet at his home and that order was cancelled but the DIRECTV service was installed as plannedCenturyLink billed Mr*** for the DIRECTV service as the order was placed through usHe was billed from 02/09/2018-04/30/There were no payments made to us or DIRECTVDIRECTV verified the charges Mr*** received on his CenturyLink statement were correct and sent from them to us, in turn billed to himHe had active DIRECTV service during that time and was only billed through CenturyLinkThe billing for account number ***, was for DIRECTV charges onlyMr*** was not charged for any CenturyLink servicesI have sent out copies of the bills to Mr*** for his reviewCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***.Amber CenturyLink Customer Advocacy Group

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintUnfortunately, in these instances, the CPNI (Customer Proprietary Network Information) rules mandated by the FCC and company policy are in place to validate accounts and
protect the customer’s information against wrongful use of the account and stop identity theftThat said, there is a process to have the person with power of attorney fax validation of such and once received and verified the person can be added to the account as an authorized personI have tried to find the account in question with the name and address provided to validate the information on the complaint but could notIf the complainant could provide the service address and the account number listed on the bill I would happy to review and adjust back to the date the initial request to disconnect the service was madeAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S*** Case Manager Customer Advocacy Group CenturyLink 208-384-***