CenturyLink

I have received a copy of the Revdex.com complaint filed by Ms*** ***, 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, Mr***

I appreciate you giving me the opportunity to further review our handling of your account. I would like to apologize for the less than exemplary service that you feel you recently received from CenturyLink representatives. At CenturyLink, we strive to provide outstanding customer service. Your comments are appreciated and, to improve customer service, will be investigated and feedback supplied. Our representatives need to know the negative impact we have on customers when we fail to do our jobs well.Per our investigation it was found that the customers account had accrued the balance of $over several months of bills for *** television services and Centurylink services that we had not received a payment onOur records indicate that on April 28,*** had applied a credit for -$for the missed promotional credits that the account was missingWe also noticed during our investigation that Centurylink has applied a credit for $for additional billing errors that were found for the long distance chargesCenturylink apologizes for the frustration encountered and expressed and appreciates the opportunity to investigate Ms*** concernsOur team would be happy to assist MsSmith with any further issues or concerns please contact us at ***Sincerely, Mr***

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 validNo money has been taken or collected on Mr***s accountHe was also informed of this on 08/23/when he called in and spoke with our customer careCenturyLink has closed this complaint.Sincerely, Mr***

04/21/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found Ms***’s service was disconnected as of 06/30/A return label was sent on 06/30/CenturyLink
has no record of the leased equipment being returnedThe fee for non returned equipment was charged to Ms***’s CenturyLink account in the amount of $CenturyLink has sustained this balance due as validIf Ms*** can provide the UPS tracking number reflecting the equipment was shipped to CenturyLink, an adjustment can be made, until then no credit adjustments are warrantedCenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

01/26/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** *** Below are our findings: Upon research of Mr***’ CenturyLink account, I found that Mr*** was to have service on 04/08/with a technician install of a
modem/routerI found notation on the order of cancelation of the order then to reschedule to 05/13/On 05/13/2016, the order was pushed to completion due to “past the point of no return” then an order was placed to disconnect with an effective bill date (reversal of charges) to 05/13/ Due to the push to completion the system registered the modem/router as installed therefore days after the disconnection the system charged for a non-returned modem/router in the amount of $108.24. I had requested this balance be removed from collections and any credit reporting and adjusted from the account (collections and credit reporting can take up to days to reflect)Mr***’ CenturyLink account is at a Zero balance. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’ 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 comlaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because: I have been a customer of CenturyLink for years (since 1993)The CenturyLink representative promised that my rate would be $per month for phone + internet plus all taxes and fees and would not increase for one yearI would like CenturyLink to honor their contracted / promised rate as any other company would doAs CenturyLink has done in the past, I would like to be credited for the difference between the contracted / promised rate of $total including all taxes and fees and the amount I was actually charged and paidCenturyLink can achieve this through adjusted future invoices or through promotional discounts to my accountNet amount to date that CenturyLink owes is $I would also like to be charged $total including all taxes and fees for phone plus internet as contracted through and including December I appreciate that CenturyLink has now confirmed days after my initial question that I can cancel phone and/or internet at any time without penalty
Sincerely,
*** ***

2/25/Centurylink has reviewed the customers account regarding they delay they have experienced in getting a refund for the $credit on their accountThe account indicates a representative requested a refund be processed on 2/11/The customer
should receive the refund check in the next four weeksCenturylink apologizes for the delay the customer experienced I regarding their refund.***/Centurylink Manager

Complaint: ***
I am rejecting this response because: When I first approached CenturyLink regarding internet service, I told my sales person I was planning to live in the apartment no more than one year. She led me to believe I was setting up a one year agreement for service. I was not intending to get television coverage due to the expense, but the sales person talked me into a moderately priced package. There was no time in the conversation she told me I was signing up for a two year contract with another company.When my year expired and I found my bill went up, I called to cancel and was referred to *** **. They referred me back to Century Link and informed me I had another year to go my contract. Whenever I call *** ** and enter my phone number, the call immediately gets bounced back to Century Link. Even in this complaint, Century Link is referring me to *** **. I signed on with Century Link who bundled with another companyThey should be the one to cover any early termination fees since they failed to tell me they were signing me up on a two year contract I didn't even want. I still rarely watch TV, and came to discover I was being charged for programming I didn't want and didn't even know I had. That both companies have the attitude that it isn't their problem when I'm the one who now has to choose between television and groceries. This is no way to do business
Sincerely,
*** ***

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her accounts, *** *** *** *** *** *** *** *** ***. I would like to apologize for the less than exemplary service that *** *** 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 multiple orders were issued in June and July causing the orders to error in our system. The issue has been resolved and *** ***’s account number is *** *** *** for Internet only. The August 10, bill reflects Internet only, with a balance due of $192.97. Due to the issues on the account, a credit for $was applied on August 30, 2017, in an effort to satisfy. The account currently reflects a zero balance due *** *** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience *** *** has experienced ***
*** *** ***

09/14/2016 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 when Ms*** agreed to CenturyLink service she subscribed to CenturyLink’s internet, @ease
maintenance plan and Prism Preferred TV programming, HD and set top boxesDue to an error within the billing system, Ms*** was receiving the internet and Prism Preferred TV programming, HD and set top boxes but was only being billed for the Prism Basic and set top box. When CenturyLink noticed the billing error, the billing was corrected and the billing was backdated to the beginning of the service to correct the billing errorMs*** had agreed to the programming and pricing of the CenturyLink’s internet, @ease maintenance plan and Prism Preferred TV programming, HD and set top boxes and was provided the serviceCenturyLink is correcting a billing error for service provided and agreed to. I have applied a credit for the promotional discount for the backdated Prism Preferred TV programming in the amount of $($monthly discount X months Mar to July = $+ $taxes = $total credit) leaving a total account balance (which includes the past due balance, current charges and account billing correction) amount due of $($- $= $424.87)I advise Ms*** to contact CenturyLink financial service at *** to inquire about a payment arrangement, should she be in need of it. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationAs CenturyLink is correcting a billing error for services provided and not billed for correctly, CenturyLink sustains the remaining balance of $as validCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

04/19/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found that the order to upgrade internet and other changes on 12/24/generated a duplicate billing for the
phone and internet package causing Mr*** to be billed for phone and internet packagesorders were placed between 03/18/and 03/29/to correct the duplicate billing by removing one and effective bill dating (reversal of charges) to 12/24/The agent also issued a credit in the amount of $169.20.The 04/10/statement reflects all the duplicate billing has been reversed and correctedThe bill statement also included a $early termination fee as the package removed was the one with the contractual month promotional discountI have issued an adjustment to waive the $early termination fee.Currently, Mr***’s CenturyLink charges are as follows (not including *** ** or *** Wireless):Internet and Home Phone Includes internet service for forty-one dollars Includes local phone service and features for thirty-five dollars Bundle Savings (04/- 05/09) Internet and Home Phone with Wireless -Customer Loyalty Offer Month of 12 --------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $(before taxes, fees and surcharges)Advanced Modem - Lease (before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ CenturyLink service $(before taxes, fees and surcharges)Mr*** is no longer receiving the contractual month promotional discountShould he choose to disconnect (no early termination fee due to not on any contractual promotions, see above) or get the promotion added back on, he would need to CenturyLink’s customer service at ***.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 the early termination fee has been waived and the 04/10/statement reflects the billing corrections, 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 me
I was told this same thing the beginning of JanuaryEven though it did not happen I accept this response with the idea that it may take one month for everything to stopSo, on April 17th, I should never have Century Link, contact me again
Sincerely,
*** ***

To whom it may concern:I have received and reviewed the customers’ complaint and found the following:The amount of the *** charged back to the customer are due to the payments being reversed for valid charges for *** services used up to the time that service was ***ed through CenturyLink.All
CenturyLink charges were backdated to September 8th as indicated on the ***ing statementsSince all *** charges are invoiced directly from *** and paid in advance on behalf of the customer, when the customer reversed the payments made to cover these charges, they were debited back to the account.Since these are not CenturyLink charges and are charges already paid to ***, the customer’s only recourse to have them refunded (and that is only if that is determined to be applicable by ***) is through ***.The amount will not be adjusted off of the outstanding *** issued correctly and now in collectionsIf the customer is able to find recourse for these *** charges through *** and use the refund to pay this *** that will negate further attempts to collect this valid ***.In any instance, they are correct charges and will sustained.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely,*** *** Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

I have reviewed the Revdex.com complaint from *** regarding higher than expected monthly bills. We apologize for any conflicting information the customer has receivedIf the customer could attach a copy of their price quote they received along with the
specific charges on their bill they have questions on I am happy to further assist.Sincerely,Mr.***

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her account, ***. I would like to apologize for the less than exemplary service that *** *** 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 *** *** spoke with a representative on June 26, regarding moving her service to a new address. No orders were issued as a result of this conversation. Orders were issued on July 3, but were later cancelled. Our records indicate *** ***’s service was moved on July 25, *** ***’s *** account was combined with her CenturyLink account for billing. The July 23, CenturyLink bill was issued prior to her CenturyLink service being moved on July 25th. This bill also reflected *** charges for the July to July billing period. The August 23, CenturyLink bill reflects credit for *** service from July to July 30. If *** *** is disputing the *** charges and disconnection date, she would need to contact *** Several orders were issued in July, when *** *** was attempting to move her service to a new address. Thus, the CenturyLink charges on the August 23, bill are confusing due to the order activity. In an effort to satisfy, a credit for CenturyLink charges reflected on this bill have been adjustedA credit for $was applied on December 7, 2017. In addition, an adjustment for the Late Payment Charges on the August, September, and October bills have also been applied. A credit for $should be reflected on the December 23, bill *** *** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/08/10) */
CenturyLink has received a copy of Revdex.com case number XXXXXXXX, created by *** ***Please see below for our findings and any actions taken
CenturyLink appreciates Mr*** for giving us the opportunity to review our
handling of his accountI would like to apologize for the less than exemplary service that Mr*** received from CenturyLink in regards to billing past the requested disconnection dateHis comments are appreciated and, to improve customer experience, will be investigated
I have reviewed the account and have issued credit for the partial monthly charges as well as the late fee in the amount of $We sincerely apologize for this errorThe representative that dated the disconnect order out is being coached on this matter
Please allow - business days for the processing and mailing of the refund check that will be sent to the mailing address on file
CenturyLink apologizes for any inconvenience or frustration caused
Sincerely,
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the Revdex.com Complaint from *** regarding a disputed final billI reviewed the account notes and bills showing all the equipment charges have been adjusted leaving a balance on the closed account of $The adjustments went through after the account was put
into pre collections which is why they had the balance of $they should have been updated of the new balance by nowWe apologize for the Customer's time and frustration trying to resolve this billing situation.Sincerely,***

CenturyLink appreciates the opportunity to review Mr***’s account, *** *** ***. Our records indicate the account was disconnected on June 29, 2016. A repair ticket was opened on June 11, 2016. While no trouble was found and his Internet service appeared to be
working correctly, a technician was dispatched per Mr***’s request. Per the technician notations, the service tested good to the Network Interface. The technician reset the connection, configured modem, and education customer about filter installation and modem configuration *** CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from *** regarding a possible fraud accountI would be happy to look into this situation if they could give me the account number from the collections company the one provided doesn't pull up in our systems.Sincerely,Mr.***

12/14/2016/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’ CenturyLink account, I found the new service order completed on 10/25/and a disconnection order was completed on
11/03/ I issued an adjustment to zero the balance on the account and remove from any collections that the account may have been submitted to. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’ 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