CenturyLink

Complaint: ***
I am rejecting this response because: CenturyLink did not take into account my last email Please CenturyLink read it again and actually try to make an effort with a customer
Sincerely,
*** ***

08/02/2016 CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we find our original investigation and response to be valid. Account records can only be shared through a court ordered subpoenaCenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 trainingA CenturyLink supervisor Cassidy has reviewed the original
call Ms*** made to usShe contacted her has provided a resolutionCassidy also left messages with her contact information should Ms*** need to speak to her concerning the resolutionCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***Amber CenturyLink Customer Advocacy Group

04/06/2017 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 the service began on 11/19/for CenturyLink up to 20m internet service $- $off
for a month term promotional discount - $off for month for subscribing to the required CenturyLink autopay = $monthly fee + $leased modem + taxes, fees and surcharges. Mr***’s month term promotional discount expired on 11/19/On 12/21/2016, Mr*** contacted CenturyLink regarding the bill statement and was advised the month promotion had expiredHe was offered a new promotional term discount of $off for a month term promotional discount and continuing with the $off for month for subscribing to the required CenturyLink autopay, as that was the current offerMr*** accepted this offerAs the order due date was the same day as the bill cycle day, this caused a delay in the month term promotional discount not applying until the 02/22/statement Manual credits have already been issued to compensate the missing month term promotional discount. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs bill credits for missing promotions have already been applied and Mr***’s monthly rate is billed with the $off for a month term promotional discount and continuing with the $off for month for autopay, CenturyLink has closed this complaint. Sincerely, *** ** ***
*** *** ***
*** *** *** *** *** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by *** *** and found the following: CenturyLink apologizes for any misunderstanding or misquoted pricing or misrepresentation of the services offeredPer the customer’s request,
the account has ben noted and the customer may at anytime contact the retention department and request the account be closed, back dated to the 29th of July, and waive any applicable disconnection or early termination feesThe account has been noted accordingly to allow for this to be doneCenturyLink acknowledges the complainants 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 received a copy of the Revdex.com complaint filed by Ms*** ***CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that Ms*** recently received from
CenturyLink representativesHer comments are appreciated and to improve customer service, will be investigatedAfter reviewing the account information, it was discovered that: An order for new service was applied for online on December 31st, The due date on that order was 2/10/Although CenturyLink records indicate that an earlier due date was requested, there was no change in the original due dateOn February 26th, a credit of $was issued the notes state due to out of service for daysOn March 4th, Ms*** requested a “$credit for install fee waived”, but that adjustment was deniedOur records also show that on March 15, 2016, there is a tech support ticket that the aerial fiber was knocked down, the service has been affected and the line needed put back upThe log is noted, “Customer says that the line is snapped.” I apologize for the issues surrounding the initial installation and subsequent service problemsCenturyLink has issued a one-time adjustment in the amount of $Thank you for bringing this issue to our attentionSincerely, *** CenturyLink Customer Advocacy

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 only because DirecTV finally made the situation somewhat rightI will say that both businesses, CenturyLink & DirecTV, need to get their third party companies in order so that future customers do not suffer through the same nightmare that was placed before me. Giving the proper information the first time would have been a huge step in avoiding these complaintsI would like to thank the Revdex.com for their guidance over the past monthWithout your help I would still be out of a large sum of moneyI am grateful to know that we, the consumer, are still protected from these large companies
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
My Account number is ***billing address *** ** *** *** *** * *** *** ***Please forward this information to them for review of my accountAs stated in the complaintI had faxed my bank statement to the financial departmentI have proof of the faxOnce it was faxed to that department I have no idea were it has endedI still haven't heard anything from the company itself except pay or be disconnected.
Sincerely,
*** * ***

Complaint: ***
I am rejecting this response because:Tracking number for modems***
***
Sincerely,
*** ***

04/26/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found no payment posted recently towards his accountI researched the information provided and found no payments
by name, account number, dollar amount or the date the payment postedThe payment investigation performed by CenturyLink’s financial service also found no payment with the same criteria.In order to properly investigate the payment, CenturyLink requires a copy of the cashed check (front and back)Once CenturyLink has the necessary information we will be able to investigate Mr***’s concernsCenturyLink apologizes for any frustrationSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 An adjustment for the Early Termination Fee has been applied to the account. A credit for $was issued on June 23, 2016. A request has been made to have a refund check issued for the $deposit on the account. CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from *** regarding a service fee disputeI have reviewed the customers monthly bills back to November and don't show an additional $service fee chargedIf the customer has additional information on this fee dispute I would be
happy to further assist.Sincerely,Mr.***

CenturyLink appreciates the opportunity to review Mr***’s accounts, ###-###-#### *** and ###-###-#### ***. CenturyLink received a request on October 26, to migrate telephone number ###-###-#### to a new provider. This request completed on November 2, 2016. Because
###-###-#### was no longer a CenturyLink number, the account number was changed to ###-###-#### *** for billing of the additional line and Internet. An order was issued to disconnect the account on November 8, 2016. The order completed on November 9, 2016, with an October 31, effective bill date The October 31, Closing bill reflected a past due balance, credit for previously billed service, and an Early Termination Charge for disconnecting the service prior to the September 28, commitment date. Information regarding Mr***’s term commitment is located on the monthly bill. The following verbiage was included on the monthly statement; Mr*** was correctly billed two pro-rate Early Termination Charges for a total of $ A November 28, Revised Closing statement was issued, reflecting charges for Long Distance. The total amount due was $912.10. While the balance due is valid, CenturyLink has agreed apply a credit for $for pro-rate charges for service and Long Distance. The new balance due is $for the Early Termination Charges. The Early Termination Charges are valid and have been sustained *** CenturyLink Customer Advocacy

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 trainingAfter reviewing all concerns with Mrs***, I provided
clarification in regards to the Cost Recovery Fee in concernI agreed to onetime credit of $inconsideration to the previous order troubleI apologize for any inconvenience CenturyLink may have cause Mrs*** CenturyLink Customer Advocacy Group

A credit has been applied to Mr***’s account for the equipment charges on December 13, bill. A credit for $was issued on January 12, 2016. *** CenturyLink Customer Advocacy

Centurylink appreciates Mr***[ *** giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that Mr*** recently received from Centurylink representativesHis comments are appreciated, and to
improve customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate that our records indicated that due to a fault in the line a technician was able to conclude that the Directory assistance calls on the customers bills were in result of this problem found on the customer line In an effort to satisfy, Centurylink has issued an immediate adjustment to the account in the amount of $which includes the directory assistance calls and the late fees assessed over the last few months Centurylink regrets any inconvenience Mr*** has experiencedSincerely, *** ***

I have reviewed the Revdex.com Complaint from *** regarding a modem charge on a closed accountI would be happy to help with this issue if the customer can provide me with the account number from the closed accountSincerely,***

CenturyLink has exhausted all investigatory resources in regards to this issueWe have no new information to add and find our original investigation and response to be validOur technical support has verified that customers speed was optimal, and was unable to validate the customers claimsCenturylink will not be able to accommodate *** ***'s request to refund the cost for the modem CenturyLink has closed this complaint.Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.Yesterday after receiving this message, I called the collections company, Convergent, that we were sent to by Century LinkThey said they still showed a balance of $I just want to make sure that Century Link will forward the appropriate documentation to the Collections Company to zero out our balanceI have attached a copy of the collections billI also inquired in my original complaint that since this was at no fault to us, my husband’s credit should not be affectedI am not sure what the processes are for the credit bureau but since we were sent to collections I don’t want that to show up on his bureauWhatever steps need to be taken to eliminate that from his record would be appreciatedThank you for responding and resolving the issue
Sincerely,
*** ***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ***. A technician was dispatched on March 3, regarding the Directory Assistance charges reflected on Mr***’s bills. The notation indicates there was an inside
wiring issue that may have been causing the problem. A credit for the Directory Assistance charges on the January to March bills has been applied to the account, in an effort to satisfy. In addition, a credit for the Late Payment Charges on the January to April bills has also been applied. A credit for $was issued on May 23, and should be reflected on the June 18, bill CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy