CenturyLink

I have reviewed the complaint from Vic regarding his bill increasingThe reason the customer's bill increased is that his promotional discounts expired on 11/2/We have posted this expiration date on his bill next to his itemized discounts every month for the past two yearsI show
we gave Vic a courtesy credit and put him on a new price for life promotion that won't change for the duration of his accountWe apologize for any frustration this billing issue has causedSincerely,Mr.***

04/18/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I contacted CenturyLink internet/Prism escalated support team to contact Ms*** to assistBelow is
the response:We have tried multiple times to try and call the customer to see if they still need help leaving our CTS Escalations Voicemail Box numberWe called on 03/23/16, 03/24/16, 03/26/16, and 03/29/We have not been able to reach the customerThe customer appears to be up and running currently, but they were in an outage last weekWe also found that the customer had two dispatches in the last months that did not find any issues when tech went outOne dispatch was canceled by the customer and the 2nd was cleared with no trouble foundI advise Ms*** to contact the Escalations Voicemail Box number that was left or the CenturyLink repair number ###-###-#### for any further assistance.As CenturyLink has attempted to contact Ms*** with no success and she has been advised contact information for assistance, CenturyLink has closed this complaint.Sincerely,*** ** ***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 meCenturyLink contacted me and was more than willing to listen to my case and come to a fair agreement
Sincerely,
*** ***

Unfortunately, CenturyLink is unable to bill at $per month for twenty-four months for the products and services on his account. If Mr*** decides to disconnect his account, he will negotiate the disconnection date when he places the order with the representative. Once the service is disconnected, a Closing statement will be issued which will adjust for previously bill charge to the disconnection date *** CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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*** returned his modem to
CenturyLinkOn 02/19/2018, he contacted CenturyLink and was given a $credit, for the modem feeCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***.Amber CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:
The extra charges don't make senseThere were no start up feesWe have never missed a paymentHow does o e get a bill for over $beyond the monthly amount with all that in mindJust now I received a bill for $which includes long distance of $We don't have phone service with CenturyLink!!!!We are on a contract for years so there is no reason for fluctuating billsIt should be identical every monthThe adjustment CenturyLink claimed to have made Don'tmake sense because they were based as if we weren't on a contract!!!! Contract for internet and TV service, no phone but yet a long distance phone charge nowWhat's next????? I think a reasonable adult should call me and get this settled Instead of this bogus answering that is solving nothing***
Sincerely,
*** ***
*** *** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Subsequent to the customer submitting this complaint, the customer engaged a Centurylink representative and was issued the appropriate adjustment and informed of
the criteria to get the full discounted rate; must sign up for autopayment and paperless billing) CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,

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 verified the amount of $Mr*** is
disputing is for an Early Termination FeeMr*** claims the Early Termination was promised to be waived; I could not locate any notes in our system to support Mr***’s claimsThe final charges in dispute are valid and have been sustained** CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, *** *** ***. I would like to apologize for the less than exemplary service that Ms*** recently received from CenturyLink representatives. Her 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 the account was disconnected on August 11, 2016, with a July 1, effect bill date. The July 1st Closing bill reflects credit for previously bill service back to July 1, 2016. A refund check for $has been issued CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr***’s account, ###-###-#### ***. Upon review of Mr***’s monthly bills, he was never billed for a leased or purchased modem. The notations indicate he spoke with a representative on November 16, 2016, who sustained the
leased modem charges. This was incorrect information, as Mr*** has not been billed for this product. I have attached copies of his October 7, and October 7, bills for his review. CenturyLink regrets any miscommunication that occurred I would like to apologize for the less than exemplary service that Mr*** 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 wellI regret any inconvenience Mr*** experienced *** CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding chronic problems with their internet serviceI'm sorry to hear about the ongoing issues and certainly understand how frustrating that would beI have requested our highest level of Tech Support review the repair request history and contact
*** to resolve the issuesThey will be in touch within a few business days depending how busy they areSincerely,Mr.T***

CenturyLink was able to locate the account with the information that was provided by the customerAfter investigation of the account it has been found that on 08/23/and 9:pm the customer contacted our customer care requesting to disconnect servicesOur notes indicate that Ms*** requested to cancel services at this time she was informed there would be a early termination fee assessed if the account was canceledMs*** expressed that she had felt we weren't providing her with serviceAt that time our care agent contacted our Internet support group to check the service for outages or trouble on the customers linesAfter investigation our records did not show antiquate records of trouble reported to our technical support group by the customerWe do show that trouble was encountered the month prior however this was addressed a resolved and a credit was applied to the account for the time without service. As our notes on the account indicate the customer was made aware of the fee upon canceling and that it was a valid chargeCenturyLink has sustained the previous decision that the fee is validCenturyLink has closed this complaintSincerely, MrC***

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 reviewed the Revdex.com Complaint from *** regarding a billing dispute on a now closed accountI would be happy to help with this situation but the customer did not provide the account number I was unable to find it with the information providedPlease have the customer
provide this so I can further assistSincerely,***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejectionThe information regarding an additional account was not provided in the initial complaintIn order for this complaint to be considered for further review the customer will need to provide the additional account informationThis can be provided through the Revdex.com or directly to the manager handling this complaint at Steve.S@CenturyLink.comAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding an installation disputeAfter investigation of Mr***'s account it has been found that the service was connected and is activePlease accept our apologies for not meeting your
expectationsSincerely, Mr***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: On or about May of 2015, the customer did contact CenturyLink regarding the billing as a promotion that was providing a $dollar discount for six months had expiredAt that time, the
customer was given a fixed $discount that would go for another months that was to have been a static discount added that fell out and subsequent efforts to revive the discounts were not effectiveHowever, multiple discounts were issued in regards to this that more than offset the difference in monthly chargesThat said, the customer did have a difficult time and to the extent the pricing was concerned and the time it took to try and rectify this issue, CenturyLink has issued an adjustment for the early termination fee only, leaving a balance of $which is valid and dueCenturyLink 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

To whom it may concern: I have received and reviewed the complaint and found the following: This reply is as was the lastI have already verified the account balance is at zeroDo to the length of time that has lapsed the customer may not receive a revised statement I have printed a paper copy and have mailed this to the customer; please allow 5-business days for this to arrive 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

Initial Business Response /* (1000, 4, 2015/07/16) */
7/16/The customers issue was addressed by Mr*** with our officeThe charges on the final bill were adjusted to a zero balance with paper work being sent to the customer regarding the settlement that was agreed upon.Centurylink
apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)