CenturyLink

Complaint: ***
I am rejecting this response because: As noted in complaint contact phone number for *** *** is ***, it's been almost weeks since submitting Revdex.com complaint, we have not had the courtesy of a response *** ***'s son *** *** can be reached at ***
Sincerely,
*** & *** ***

Complaint: ***
I am rejecting this response because: The complaint does not mention the resolution or prices set forth by the department I was forced to contactThe business made zero attempts in nearly a month to contact me. When I did finally get a hold of them, I began working things out myself, putting forth significantly more effort than the company ever exhibited. There is no mention of my current price agreement (years @ $34.95+ tax (A total confirmed by century links representitive to be less than $a month with taxes and fees.) I did all this before my current April bill dropped on 4/7/16; as per notification from Century Link representatives that changes after that date take THIRTY DAYS or more to reflect on an account. I was assured (and confirmed MULTIPLE times) (and this is recorded on Century Links end; they refused to talk to me and hung up TWICE when I attempted to, and alerted them (as per law) that I would be recording the telephone conversations) that my current bill would reflect a promotional price of $plus tax for one single month; as I was changing to (what I presume) is my current promotion of $$34.95/month+ tax for the service I've signed up for; I was made aware that the following bill would be $higher as I was once again having to pay for changing my plan in the middle of an agreement (due to problems with Century Link)I was ok with this. My current bill has dropped (for April as of 4/7/16) and states a balance of nearly $This is in direct contrast and conflict with what was verbally set forth by their agent. Again, this is recorded on their end, as Century Link maintains records of callsI can not maintain a reasonable amount of trust with a business that has charged me nearly THREE HUNDRED DOLLARS in three months for a service I barely paid that for for the past yearThis is due in great part to their agents not fully disclosing a package they signed me up for, when I tried to move to a new bundle when my old one expired
Sincerely,
*** ***

I have two account numbers due to the accounts never being bundledThe first is: ###-###-#### ***The second is: ***The second account is the account that is currently in collections*** ***

Complaint: ***
I am rejecting this response because:Is there a reason you are not calling me?Where is the great customer service.........where is the reach out to hear my explanationemail is too un expressive and not good for all I have to say.I am waiting for a call from you or from the promised call back from the escalation in which your lower people have set up.Why do you higher up people only like to resolve through email............its the worst form of customer interaction when there is a problem.Call me.........please also forward your corporate contact phone numbers
Sincerely,
*** ***

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 refund check #*** for $was issued on March 22, and cashed on March 27, 2018. CenturyLink apologizes for delay and regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding a payment input error while paying his billI reviewed the account notes showing this issue has been resolved the payment to the wrong account has been refunded along with the late fees accrued due to this errorWe apologize for the delay in
resolution with this issue and certainly understand ***'s frustrationSincerely,***

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,
*** * ***

Initial Business Response /* (1000, 4, 2015/08/06) */
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 training
Ms
*** established service with CenturyLink on April 2, with a one year contract which would expire on April 2, to avoid an early termination fee of $ However, if the services had been disconnected within the first days the Early Termination fees would have been waivedCenturyLink records indicate Ms*** cancelled her CenturyLink services on June 30, which was after the day timeframe
I apologize I am not able to provide the resolution Ms*** has requested however based on CenturyLink records there is not enough information indicating she had chronic issuesThe final bill in the amount of $ are valid charges and have been sustained
Regards,
*** **
Customer Advocacy Manager
Initial Consumer Rebuttal /* (3000, 6, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the contact called for mb download and I only received that for the first days, once my month was up that I could cancel in, my speeds droppedi called in numerous times (i have my phone log of calling into Centurylink) and they did try to improved my down loads and they even sent out a tech to try and improve my down load by installing a new phone jack, but that only lasted for a couple of days and then I was back to slow downloadswhen I called in to complain again, they said they would change the channel again which did not helpi then sent an email to *** (their customers service lady that had helped me in the binning of serivce) she had told me if I ever had a problem to call her but she was no longer availablei did at that time call in and request they let me out of my contract as did not receive the down load I was paying for and promisedEven ***, one of their customer service reps told me she would have waved the fee but I had to wait for the bill to come, she said I should not have been charged for such poor servicei am requesting Centurylink wave the $early termination fee as they did not provide the services they promised me
Final Business Response /* (4000, 8, 2015/08/19) */
CenturyLink appreciates the additional feedback from Ms*** where another review of the account has been done to insure there were no oversights
Based on CenturyLink records, Ms*** had been advised several times about the Early Termination FeesHowever, as a onetime courtesy I will adjust the $ for the Early Term fees, however, a balance of $ will remain on the account for the stopped payment and/or returned check CenturyLink received
I apologize CenturyLink was not able to retain Ms*** as a customer
Regards,
*** D
Customer Advocacy manager
Final Consumer Response /* (2000, 10, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept CenturyLink's Customer Advocacy Manager *** D for the onetime courtesy that she will adjust the $for the Early Term fees down to $I will mail a check today to CenturyLink for $Thank you *** D

I have received a copy of the Revdex.com complaint filed by Ms*** ***I reviewed the previous Case # *** and located Ms***’s account however, I was unsuccessful in my attempt to locate the charge in questionTherefore, I regret to inform Ms*** that
in order to investigate the complaint I will need the specific account number associated with the $chargeOnce this information is received, CenturyLink will be happy to investigate furtherSincerely, *** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding billing questionsI would be happy to help with the billing questions if the customer could provide me with their CenturyLink account numberSincerely,Mr***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: If the customer would take the time to read the initial reply the customer will see that there is a live account for the internet still associated with the previous voice line The customer will also see that the balance noted would be negated if the customer indicates that this internet line is not being used or wanted by the customer CenturyLink has already indicated that if the customer doesn’t want this internet line then CenturyLink will disconnect the account and back dated which will effectively negate the remaining balance The customer will need to contact me directly at ***.***@CenturyLink .com or through the Revdex.com to authorize this change Sincerely, *** *** *** *** *** *** ***
*** *** ***
*** *** *** *** ***

05/05/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’ CenturyLink account, I found Ms*** signed up for service with the following
promotion:----------------------------------------------------------------------...⇄ Internet with AutoPay & Paperless Bill $(before taxes, fees and surcharges)Advanced Modem - Lease orHigh-Speed Internet without AutoPay & Paperless Bill $before taxes, fees and surcharges)Advanced Modem - Lease 9.99----------------------------------------------------------------------------...⇄ Ms*** does not qualify for the CenturyLink internet basics programCIB (CenturyLink Internet Basics):Existing HSI: Customer must not have an active HSI (web access) - If the customer currently has CenturyLink HSI, they are not eligible for CIBThe CIB program was not created to help customer reduce their existing costsThe CIB program was created, in collaboration with the FCC, to offer HSI to low income customers who have never had services before.Not in collections: Customer cannot currently be in collections treatment with CenturyLink.Once in a lifetime: Customers are only eligible for the CenturyLink Internet Basics program “once in a lifetime”This means if the account is disconnected for any reason, or the customer upgrades to a different promotion other than CenturyLink Internet Basics the customer will NOT be able to re-qualify or re-add the Internet Basics program at any time.Ms*** has an opportunity for an additional $off a month as part of the package program she agreed to (as long as she maintains the same internet package) by setting up paperless billing and autopay (through a valid checking account or credit/debit card)This may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) Keep in mind that paperless billing and autopay may take 1-bill cycles to complete and the additional promotion will not begin until the bill reflectsAdding the required autopay and paperless billing will also prevent any late fees that may also increase the bill.As Ms*** has been advised multiple times that she doesn’t qualify for the CenturyLink internet basics and she has been advised of additional ways to reduce her monthly charges, CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

07/29/2016 CenturyLink has received a copy of the Revdex.com complaint filed by ** ***. Below are our findings: Upon receipt of Mr***’s Revdex.com complaint, I requested CenturyLink’s executive office and repair to contact and assist Mr***Mr
*** was provided with a repair number that he could utilize to stay onshore and avoid the language barriers. 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 situation. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/09/22) */
9/22/15: Centurylink has reviewed the charges on the final bills of XXX-XXX-XXXX-XXX in the amount of $and XXX-XXX-XXXX in the amount of $The customer is stating they received four billing statement for four different numbersThe
customer indicated they cancelled services on July 6,On account number XXX-XXX-XXXX this account was established on 4/28/at *** *** *** The account reflects the service was disconnected on 5/28/Notations on the account state the customer didnt want the telephone numberThe final bill reflected service credits in the amount of $with a balance due of $which the customer paid on 6/16/The account was debited for the modem that was not returned with in thirty days on 7/27/in the amount of $Our records indicate the modem was received on 8/27/The account was issued credit for the customer payment of $as the service was cancelled prior to thirty daysThe account was also credited for the modem debit of $106,The customer will receive a refund for their payment within the next thirty days
On account XXX-XXX-XXXX in the amount os $this account was created in July when the customer ported their number of XXX-XXX-XXXX to another providerThis account was created to bill the customers internet and *** TV chargesWhen the cr ported the customer had past due charges in the amount of $The charges consisted of the June charges of $117.13(Centurylink charges, *** TV charges $The July charges of $234.57(Centurylink charges $and *** TV charges $94.47)The customer made no payments to this accountThe charges were forwarded to the new account number of XXX-XXX-XXXXThe 8/4/billing statement reflected the current charges of $17.20(Centurylink service credit charges of $$and *** TV charges of $87.18)for a total amount due of $This account was disconnected on 9/4/with the order being backdated to 8/18/The customer received a billing statement dated 8/18/that reflected charges due of $for the customers *** TV charges for service from 8/25/to 9/24/for a total amount due of $I have verified with *** TV the customer disconnected their account on 9/14/The customer did receive *** TV service credits from 9/15/to 9/24/in the amount of $The credit was deducted from the early termination charge they were billed for disconnecting prior to twenty four month commitmentThe customer received a separate billing from *** TV regarding the service credits and the early termination chargeThe customer would owe for all the *** TV charges included in the Centurylink billing in the amount of $The *** TV charges are paid by Centurylink and we then collect from the customerAdditional credit of $was issued towards the Centurylink charges as the customer did not received full credit for the Centurylink charges billed on the July bill after they requested the landline be portedThe customer does owe for the June Centurylink charges billed in the amount of $Duplicate copies of the billing has been sent to the customer for their review
The account number of XXX-XXX-XXXX-XXX was listed for *** *** which was disconnected in April The final bill on this account indicates credits were issued on 5/28/that zeroed out the charges in the amount of $The account was reconnected on 5/28/as a voice mail box then transferred to the customers existing addressCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/10/08) */
Still unresolved - CenturyLink still sending me bills for an account I've tried to close for monthsI will pay anything up until my cancel dateI only gave them my new address on *** *** so that they could send me any past billing to make sure I had paid the account in fullThey however, used my new address to send three "Unrequested" modems to my houseThen they charged me saying I returned them "late"They are blatantly taking advantage of me and charging erroneous feesI can't imagine how many elderly or others, have been charged with extra fees as wellThey cannot legally sign me up for services I never requested! I'm pushing forward with the *** and possibly retaining an attorneyBig businesses cannot take advantage of people that are trying to do the right thingI will gladly pay all costs that were incurred up to my cancellation dateI have an excellent history of paying all of their bills on time for many yearsI find it very peculiar that they don't give out a cancellation confirmation numberI know of no other company that can get away with thatEveryone needs a way to prove that they cancelled their account or orderThey instead just say it was "done" and transfer you to another personThey give you no way to track your story and treat you like you did not follow the proper proceduresI have detailed lists of all the people I spoke to and exactly what time the conversation took placeIf they pull up all of these records they will have zero case against meThey really messed with the wrong consumer this time - I have been arguing with them for months and I have no plan to stop until they get rid of these chargesI will remain tireless and relentless in my pursuitI will not give them money for services I did not ask for !!! Again, they cannot legally sign me up for services when I closed my accountI never moved the modems, etcto the new houseThey cannot ship modems to me that I did not ask for and charge me for a service/account I repeatedly called to make sure was closed
Final Business Response /* (4000, 13, 2015/10/21) */
10/21/The customer recevied a refund check for account number XXX-XXX-XXXXThe charges on account XXX-XXX-XXXX again are for the customers *** TV charges paid by CenturylinkThe chargs are correct and due by the customer
***/Centurylink Manager
Final Consumer Response /* (2000, 15, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If the balance of $is truly for ***TV charges, then I'll pay itI did not cancel with ***TV in the proper routeIf I receive any other new accounts or charges for Centurylink services that I didn't order I will not pay thoseTheir phone system and cancellation process stinks! I have to assume that they are driving people everywhere crazy with their systemsNow I know why I was warned not to use them
To think that they sent me multiple modems to a house where I never ordered service proves that they are extremely unorganized and that their processes don't workI still am receiving calls and letters from credit agencies and am mad they are ruining my credit

I have reviewed the customer's reply regarding an early termination fee disputeThe account notes from 8/11/show the customer was advised they were in a year service agreement that was set to expire 9/17/with a $fee if they disconnected before that dateCenturyLinks stance is the same as before the fee is sustained as valid based on my findingsSincerely,***

CenturyLink appreciates Mr*** writing regarding his recent experience with our company. I regret to inform Mr*** that he did not include sufficient information for CenturyLink to conduct an investigation. In order to investigate the complaint, the CenturyLink account
number will need to be provided. I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Mr***’s name. Once this information is received, CenturyLink will be happy to investigate the complaint. ** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: After checking the statistics on this customers account, the customer is actually getting %of the provisioned download (but is actually getting close to 50M down) and 100% provisioned up
load speed and the signal to the home is very stableThis customer, in the last months has actually downloaded att the least, 50GB’s of data and as high as almost GB’sYou cannot hit those numbers unless you are getting very good download speeds, it’s not possibleIf the customer is testing from a wiles connection, there is no guarantee of download speed via the connection, from anyone due to the myriad of things that can slow transmission at the receiving end regardless of output from the modemThe customer should run the following test from a computer hooked up directly to the modem: ***
This is our internal network testThis allows us to actually see and trace the information related to any given test the customer doesPlease note the results and time and date then contact tech support so they may be better equipped to assistKeep in mind that having excessive amount of devices utilizing the broadband at any given time can affect some of the devices sharing the bandwidth; the one requiring the most will have priority (such as a device streaming HD movies, HD gaming etc)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

I have reviewed the customer's reply regarding his disputed billThe account has always been under *** *** name back to October the customer states they sent us a claim form upon his mother's passing to settle her estate in Jan This account was closed on 8/06/so it seems this was ***'s old account and not the mother'sIf the customer has any additional information they would like me to consider I would be happy to further assist otherwise this bill is sustained as validSincerely,Mr.***

I have received a copy of the Revdex.com complaint filed by *** *** ***, regarding her billing dispute. I have reviewed his account and found the following: After review of the account, *** *** subscribes to *** *** which was grandfathered to
May The grandfathered packaging and promotions, if changed would require new package pricing and promotional rates, which are higher than *** ***’s current rates*** *** can makes changes keeping in mind the grandfathered packing would no longer be available. Per the CenturyLink terms and agreement as a courtesy, CenturyLink may offer contractual promotional discountsOffering promotional discounts is not a requirementDepending upon what promotional discounts that may be available for the products subscribed to, these promotions may be for months, months or possibly months and may require other products to be added or auto payment, for exampleHowever, promotional discount offers may change on a quarterly basis, CenturyLink agents will not be able to guarantee if a promotion will be available after the current promotion has expired or if there will be a new promotionAny new promotions added will begin on the next scheduled bill cycle and will not back date to compensate already printed bill statementsAdditionally, CenturyLink does not send reminders of when a promotion is to expire or when a customer should call to have an account review for new promotions, as this is customer responsibility 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 mePlease send me and e-mail or new finall bill to refelct the two adjusted prices of $and $
Sincerely,
*** ***