CenturyLink

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI would be happy to help with this situation if the Customer can provide me with the closed account numberI was unable to find it with the information provided.Sincerely,Mr.***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms*** account it has been found that customer entered into an agreement on 04/12/to keep service for monthsThe customer canceled
services on 05/24/causing an early termination feeCustomer has contacted our customer care several times and has been made aware of this information as wellAt this time Centurylink sustains the charges on the account and has closed this complaintSincerely, 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,
*** ***

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found the account had a promotion discount that was to expire on 03/27/On 03/07/2016, Ms*** called
to add a new promotion when the previous promotion expiresAn order was placed to add a new promotion with a due date for 03/28/Since Ms***’s bill cycle falls on the 22nd of every month the order would not effect the 03/22/statementCenturyLink bills a month in advance causing the bill statement to prorate the 03/22/statement to reflect the end of the previous promotion making the bill higer than a standard promotional statementThe 04/22/statement will reflect the new promotion backdated to 03/28/making the 04/22/statement lower than a standard promotional bill statement.As the credit Ms*** is requesting will appear on the 04/22/statement per the order and due date of the new promotion, CenturyLink has closed this complaint as already resolved.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review Mr***’s account, ***. Our records indicate an order was issued on December 30, to disconnect the account on January 4, 2016. As reflected on the monthly statement, Mr*** had our *** *** service, which is
Internet only. I apologize for any miscommunication that occurredThe January 15, bill reflects credit for previously billed service from January to January 14, 2016. It also included One Time Charges for order processing. The balance due on the January bill was $16.54. A credit for $was applied to the account on January 29, 2016, in effort to satisfy. The account currently reflects a zero balance due. CenturyLink regret any inconvenience Mr*** has experienced. *** CenturyLink Customer Advocacy

I have reviewed the RevDex.com complaint from *** regarding a modem charge on a closed accountI checked the old account and show we did send out a return pack as requested on March 25, to the NM addressIf the customer would like to return the modem they can take
it to our CenturyLink store in Phoenix in *** *** *** *** *** *** *** *** ***I would advise them to get a receipt to keep for their records they should be able to adjust the modem charge off from thereSincerely,Mr***

To whom it may concern: There needs to be new or different information regarding the initial complaint that warrants further review As stated previously and again verified, the adjustments requested have already been issuedThe current promotion requires the customer have autopayment and paperless billing on the account to receive the full discounted rate of $a month for a term of months; the modem is an additional $when leased unless the customer chooses instead to purchase for $ Since the service is billing correctly, CenturyLink provides that this is 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

02/06/ CenturyLink has reviewed our previous responses to Mr***’s issueAdvertised terms can be found online and on advertisements Terms:--------------------------------------------------------------------------...⇄ 12-month pricing for High-Speed Internet, after which the standard monthly rate will apply12-month High-Speed Internet contract required.Enrollment in AutoPay and Paperless Billing are required to receive this rate.---------------------------------------------------------------------------...⇄ After 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

Initial Business Response /* (1000, 5, 2015/07/28) */
CenturyLink has received a copy of Revdex.com Case# XXXXXXXX, created by *** ***
CenturyLink thanks Ms*** for allowing us to review her account and to provide the below information from our investigation
We have
escalated this complaint and the troubling information presented so that an investigation can be opened to get to the root cause of the issues experienced by Ms***We have also sent this issue to the Area Operations Manger in Ms***'s service area for investigation
We also see that Ms*** has disconnected services with us and do apologize for the issues that she encountered that made her no longer want to be a CenturyLink customerWe take these comments very seriously
Ms***'s account currently has a credit balance of $I am releasing this refund today so that a check can be printed and mailed to her billing addressPlease allow 7-business days for arrival
CenturyLink regrets any frustration this issue has caused
Sincerely,
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

If *** *** had paid retail rates, he would have paid an additional $442.65, while his *** account was active. Because he agreed to a twenty-four month commitment, he received $in discounts. In addition, *** *** could have used CenturyLink service at both of his *** addresses but has chosen another provider. However, in an effort to satisfy, a credit for $has been applied to his account, *** *** *** *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/12/28) */
I have received and reviewed the Revdex.com complaint from *** regarding not receiving the full discount expected.I have reviewed the account history and notes showing this issue was resolve via a record order on 11/26/and
reflected on the December billCenturyLink would like to apologize for any frustration this billing issue has caused
Sincerely,
Mr***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It appears that CenturyLink resolved the issueThank you to the Revdex.com employees that assisted with this process! I tried to resolve the issue multiple times without assistance and made no progressIt is great to have an organization like the Revdex.com to provide appropriate advocacy

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have reviewed the account and show the customer is currently getting internet for $+ $19.98 fees and surcharges. The customer is getting Prism TV monthly discounts of $with taxes
surcharges and fees the current total charge $The only way they could lower their monthly bill would be to change their TV programing package or reduce the number of set top boxes they are usingI show the customer was given a credit to their account of $on 8/30/which will show on the September billing statementWe apologize for any conflicting pricing information the customer has received understanding how frustrating that would beIf the customer has any questions when reviewing their next bill our Customer Care Center would be happy to help ***.Sincerely,Mr***

12/16/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink account, I found records that Ms*** was not advised of the early termination fee associated with the
term promotional discount she had agreed toI had the balance removed from collections and any credit reporting that may have occurred then credited the early termination fee resulting in a zero balance CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Our records indicate Mr*** also submitted a complaint with the Federal Communications Commission (***) regarding his concerns. A response from CenturyLink was sent to the FCC on January 23, 2017. I have attached a copy of the FCC response for Mr***’s review ***
Customer Advocacy Group

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 trainingI have looked at the statistical
information on the account and there does appear to be a possible technical issueI have escalated this internally and the customer should expect a technical support agent to contact him at the number left to assist in resolving the issue(s) that the customer is experiencing CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

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 trainingPrior to this reply, another,
currently open complaint of the same nature was opened with the State Attorney’s OfficeA review of that case indicates that the customers claim is validI have issued an adjustment in the amount of $which brings the account to zeroTo have any credit reporting corrected the customer must do the following: Customer must mail a written statement (No Fax, Email, Phone calls) to: Oliver Rd, Monroe, LA Requirements of the letter are as follows: Full Name of Customer Date the inquiry was ran per their credit report (we need the exact date) Statement requesting the removal of the inquiry SSN (not required but helps quicken the process) Current address Signature and Date (this grants us permission to access the credit report) CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: The customer may print this reply for his records regarding the bill and this statement as well previous statements that conclude the entire balance, all charges ever billed to this account, have indeed been reversed and there is no longer any activity or monies owed for this accountCenturyLink appreciates that the customer is concerned that this happened in the first place but needs to understand that responsibility for the creation of this situation is was not that of CenturyLink but that of the individual who allegedly used the complainants personal information to acquire services that CenturyLink providesCenturyLink has rigorous standards for verifying and qualifying any application for service but cannot know when all the pertinent information is supplied that it may be due to the alleged identity misuse as may be the case hereCenturyLink considers this matter closed at pertains to this particular complaint and respective venue and asks that the complaint be closed as resolvedAny further actions taken on behalf of the customer are a matter of legal civil actions that unless requested by a court of law CenturyLink would have nothing further to contributeCenturyLink 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 *** *** 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 *** ***’s final billing concerns
have been resolvedThe billing error was due to the account in concern not properly canceledCredits were applied to *** ***’s account to offset the original chargesCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

The notations on the account indicate Ms*** payments failed due to the following reasons: potential fraud, insufficient funds, and the account used was closed. This information can directly from her bank. If this information is incorrect, she would need to discuss this issue with her bank Information regarding the term commitment is on the monthly bill. The following verbiage was provided each month CENTURYLINK SAVINGS YOU ARE RECEIVING A REDUCED MONTHLY RATE FOR YOUR HIGH-SPEED INTERNET SERVICE BECAUSE OF YOUR MONTH TERM COMMITMENT. WHEN YOUR CURRENT AGREEMENT EXPIRES ON 12-20-YOUR MONTHLY RATE WILL CHANGE TO THE STANDARD RATENOTE: THIS DISCOUNT MAY VARY DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL. Margaret CenturyLink Customer Advocacy

Our records indicate Mr*** also submitted a complaint with the Federal Communication Commission (#***) regarding his concerns. A response from CenturyLink was sent to the FCC on March 30, 2018. Please refer Mr*** to the below FCC response for more information.
Margaret Customer Advocacy Group March 30, Federal Communications Commission Consumer Inquiries and Complaints Division Washington, DC Re: ***, *** - IC# *** Notice of Informal Complaint Service Date 3/9/ FCC/CICD: Please be advised that CenturyLink has completed a review of the informal complaint filed by *** ***In the complaint, Mr*** states: “I called to cancel my service and was offered faster service for $per month for life with no installation feeThe company sent me an order confirmation several weeks later with different terms, and I immediately tried calling and after multiple disconnects I sent an e-mail to the companyTheir response (attached) was completely inadequateI tried calling and on-line chat again, but their on-line chat was not available due to high volumeTheir customer service is understaffed and inadequate, and I am furious with the bait and switch tactic they are attempting on pricingIf I can ever get through to customer service, I intend to cancel the service.” Upon investigation of this complaint, it was found that the email “confirmation” that Mr*** refers to was incorrectThe manager of the agent that involved has been contacted, and asked to address this matter The changes made to Mr***’ account after his contact with our agent on February 23, 2018, went into effect on February 27, The bill he refers to was generated on February 25, 2018, so the changes were not reflected Mr***’ March 25, bill shows the new rate, no installation charges were billed, and DirecTV charges are no longer combined with his CenturyLink account, CenturyLink apologizes for the incorrect information Mr*** received, and for his inconvenience while resolving this matter Sincerely, Joni