CenturyLink

I have reviewed the Revdex.com Complaint from *** regarding a modem chargeI have reviewed the account notes showing we did receive the modem on 4/18/I have adjusted the $plus $for months of lease feesWe can only go back months on the lease fees due to our billing
dispute timeframe policy The account will have a credit for $that will be returned to the customer in the form of a check in the next business daysWe apologize for this error and the frustration this billing issue has causedSincerely,***

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 Mr*** issue was resolved on
March 29, At that time, the billing error was fixed for Prism Service and adjustments were issued for all miss billed chargesI apologize for any Inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 6, 2015/12/30) */
CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, XXXXXXXXXI 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 investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs well
Our records indicate Ms***'s service has been installedIn an effort to satisfy, a credit for $was applied to the account on December 30, The credit should be reflected on the January 25, billMs*** is a valued customer and CenturyLink regrets any inconvenience she has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 8, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is an acceptable outcome to my concerns

CenturyLink appreciates *** *** giving us the opportunity to review our handling of his account, *** *** ***. I would like to apologize for the less than exemplary service that *** *** 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 the account was established on November 2, and included charges for a leased modem. The billing indicator for the modem was removed on March 24, 2017. *** ***’s April 4, should not reflect any charges for a leased modem *** *** has been billed $(including shipping) for the leased modem that was on his account. He received a credit for $on January 12, and $on February 9, 2017. A credit for the remaining balance of $has been applied. A credit for $was issued on April 4, and should be on the April 4, bill I will monitor the account to ensure the leased modem in no longer billing and make any necessary adjustments, if applicable. *** *** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

Revdex.com:
I'm glad to inform you that century Link reversed the $ dollar charge from my account. I'm grateful for your helpThank you
Sincerely,
Hellen ***

I have reviewed the complaint from *** regarding her billing address being incorrect causing her to be late paying her accountI reviewed the notes showing all late fees were adjusted with the exception of the first one which I credited as well. I have adjusted the current balance due
$44.27 to the frustration and confusion caused due to delayed billing to the correct address. The monthly billing amount is correct going forward if *** needs to make any arrangement due to her billing and due dates that can be done through our Credit Department CenturyLink would like to apologize for the billing address error that caused this problem from the start.Sincerely,Mr.T***

I have reviewed the complaint from *** regarding payment issue on their account I reviewed the account history showing the customer has had two returned checks 11/23/& 12/16/I'm not sure if the account numbers were wrong or if it was a balance issueThis is the reason
the customer has had billing issues and charged late & restoral fee over the past few monthsAs a courtesy I have adjusted the restore and late fee The $credit will show on their next statementIf they need to update or verify their payment information they can check with our credit department ***The customer was advised to add and maintain auto pay and paperless billing required for some discountsSincerely,***

Initial Business Response /* (1000, 4, 2015/09/09) */
I have received a copy of Mr*** *** Revdex.com complaint regarding the increase of his monthly charges upon expiration of his previous month promotionI have reviewed the previous bills and show he was advised every
month on when his promotion would expire and made aware his monthly rate would go to the standard rate at the end of the promotionBelow is a screen shot from his May bill showing we had reminded him this promotion was expiring
I have reviewed the account and show he has since called in and been put on a new month promotionBased on these findings there are no credits to the previous bills warranted the charges are correct and sustainedBecause there won't be any adjustments to the account Mr*** can contact our Credit Department if payment arrangements are needed XXXXXXXXXXXCenturyLink would like to apologize for any frustration this situation may have caused
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cancel my services thenYou provided me nothing when I extended my contract but locking in my priceI'll send back the routerIf centurylink won't take care of me I won't pay themI'll pay my current balance since I have been using the service, but I don't want to deal with this type of customer service againHours on the phone, no resolutionBounced between departments, no resolutionRevdex.com complaint, no resolutionNot even a counter offerI do Revdex.com complaints for a large business and I would never respond the way I was responded too"Oh we sent *** a bill" is not going to cut it
Final Business Response /* (4000, 9, 2015/09/23) */
I have reviewed the customer's response and understand they don't agree with our findings that there are no credits due for services providedCenturyLink requests our customers review their bill each month and contact us as soon as possible with any questions they have so they can be addressed in a timely mannerIn this case the customer was notified on their May bill that the current promotion was on its last monthWe recommend our customers call in to see if there are any new promotions they may qualify for in most cases there areThe notes show *** called in on 8/21/and was given a new month promotion to start the following billing cycleThe regular rate charges from the end of the old promotion until the new promotion began are valid and sustainedIf the customer would still like to disconnect their service as requested in their response they would need to contact our disconnect department to place the order XXXXXXXXXXXCenturyLink would like to apologize for any frustration this has caused
Sincerely,
Mr***
Final Consumer Response /* (4200, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Our records indicate that centurylink did provide Mr*** with monthly statements that outlined his promotion detailsOn August 21, Mr*** extended his contract for an additional months to lock in his monthly rateHowever in an effort to assist Mr***, if he will agree to pay his past due balance and returns centurylink's router, centurylink link will agree to cancel his Agreement without penaltyIf Mr*** desires to take advantage of this offer he may call into our Disconnect department to facilitate this."
There I just did your job for youAgree to the terms as previously stated or I will explore legal and media options for dissatisfaction of serviceEnd the relationship now or I will be a major pain for your companyThis is a no brainer for youIs *** their General Council? I know he wouldn't respond to these if so, but should be disappointed in the way they are being handledI'm done with centurylink, be done with me and put an end to this!

I have received a copy of the Revdex.com complaint filed by *** *** ***, regarding a billing disputeAfter investigation of *** *** account it has been found that on 11/13/the early termination fee was credited back to the account. A credit for $was placed
on the account for the early termination feeFurthermore, the remainder of the charges are valid charges still due to CenturylinkThese charges have been explained per our account notes and recordsSincerely, *** ***

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 the account was disconnected and then reconnected per the customers commentsThen an order was not correctly set
up after the reconnection for the remained of February ending on 03/08/We have issued an adjustment for $bringing the account to a zero balance and closing the collection efforts on the accountWe apologize about the frustration you have encounteredSincerely, Mr***

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 trainingLooking at statistical analysis over the
last thirty days, the line appears to be very stable and the connection rate up and down at better than 117% of the purchased price.If the customer is testing speeds using the connection, these are not guaranteed as there too many physical obstacles that may interfere with the transmission of the signal.The customer should test the connection speed with a device that is hard wired to the modem ad run the following speed test: http://internethelp.centurylink.com/internethelp/zam-speed-test.htmlThis test is run on the Centurylink network and provides the ability for technical support to trace the path and where there could be possible issues on the network.It may also lie within the customers inside wiring.If after running this test, hard wired to the modem the customer gets numbers that are not at least in the up to 85% of the rate expected they may contact me directly at *** with the results and the issue will escalated to our tier two group for review and assistance. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S*** Tell us why here

I have reviewed the Revdex.com Complaint from *** regarding a leased modem charge disputeThe options the customer has to get rid of the leased modem fees are to use their old modem and call our tech support to see if it will work at the new address *** or buy a new modem
and return the leased one ***As a courtesy I have adjusted the past three months lease fees for a total of $creditWe can't adjust any lease fees going forward the customer will need to choose from the two options previously mentionedWe apologize for any confusion and frustration the customer has experienced trying to resolve this issue.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*** feels he 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***’s address qualifies for 1.5Mbps speed. Unfortunately, a faster Internet speed is currently not available at his location. His account was established on February 23, with 1.5Mbps speed. Our records do not indicate Mr*** has called repair to report any issues with his service. Mr*** is correctly billing for the Mbps speed, with a promotional discount. CenturyLink regrets we are unable to offer Mr*** a faster Internet speed at this time *** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the complaint and found the following: CenturyLink apologizes that due to the customer making two payments in error there was some difficulty in getting one of the payments reversed Subsequent to the customer contacting the Revdex.com
this has already been credited back and the issue resolved As is noted in a duplicate complaint already this has already been addressed via the *** *** State Attorney General’s office 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, 2015/08/04) */
08/04/
I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing disputeUnfortunately, Ms*** did not provide his 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 frustration
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 6, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting their response because they asked for my account number and therefore I'm providing itI didn't think my expired account number was necessary since they have my full nameThe following is my account number: XXXXXXXXXX
Final Business Response /* (4000, 8, 2015/08/13) */
08/13/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Ms***'s CenturyLink account, I did not find any notations that Ms*** was advised of waiving the early termination fee for disconnecting before the term agreement timeframe was expiredHowever, I also did not find any notations that Ms*** was advised that there would be an early termination fee
I have issued a credit in the amount of $leaving the remaining balance of $(reversal of promotional discounts as the service was disconnected before the full month was completed) as valid and no other credits are warranted
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 situation
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Final Consumer Response /* (2000, 10, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolutionI was indeed told that my early termination fee would be waved, despite Centurylink claiming otherwisePerhaps if they would train everyone to be on the same page and improve representative customer service they could avoid situations like these in the future

CenturyLink appreciates *** *** 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 *** ***’s billing dispute was
resolved on April 21, *** *** was given credit to offset the disputed early termination in disputeI spoke with *** *** today to assure all concerns had been addressedI provided *** *** my direct contact number for any further questions in regards to this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding conflicting information on what internet speeds were available at their addressI reviewed the account notes and show the customer now has 6mbps and was given a courtesy credit for the conflicting
information on product availabilityWe apologize and understand how frustrating this would be along with their time spent trying to resolve this situationSincerely,Mr.***

Complaint: ***
I am rejecting this response because:When I agreed to purchase this bundled package I was advised that my price would be $the first year and $the next yearI was told they could not quote taxes or fees but they are not typically more than $10-$dollarsClearly I am supposed to be paying the $plus fees & taxes but my bill is for $So you are telling me that there is $plus dollars worth of fees involved each billing cycle?? How can you possibly have sells agents advising one thing and then expecting customers to pay bills $plus higher than they were originally quoted?? Why am I also told every time I call that my bill is not correct and they can take an additional $plus off for the error yet you are telling me everything looks exactly as it should?? How is there so much misinformation within the same company?? If I had the desire to be on hold for an hour every month (which I did the entire first year of purchasing this bundle) then I would call today and get an agent who would reduce my billYet you are saying there is nothing that can be done and all is well? Apparently you require people to call in month after month and spend hours of their time to get their bills adjusted.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I don't believe them to be true If nothing at all, I want the $early cancellation fee taken off and I want them to explain why there was a $entertainment fee on the bills It is not my fault that I had to cancel because they were not doing what they promised They then charged me the early cancellation fee that just compounded the situation I have With that gone, I would try to pay a little each month, about $a month, try If they do not take that fee off, I will not be able to pay I still do not understand why I had to pay such high bills for the months I had centurylink and *** and phone It was quoted to me to be less than $a month I had to pay, over $150-$a month...that is faulse advertisement and terrible business practices I have shown many of my friends and family the bills and they just cant believe what they charged me Many of them had them at one time or another and they always had problems and had to cancel I feel I have already paid above and beyond for their services and I can't pay anymore and they keep charging interest and I cant pay that either How can they deceive people so much My new carrier is $for tv, internet and phone, come on, really? cant you understand what Im talking about In months I paid out about $to $or more to them RIDICULOUS!!!!
Sincerely,
*** ***

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 However,please kindly ensure that my name and any account opened in my name is completely deleted from century link"s database.I do not want anything to do with century link
Sincerely,
*** ***