CenturyLink

I have reviewed the customer's response regarding his balance on this closed accountAs of now 9/28/I show a credit balance of $on account number *** this will be released in the form of a check to ***If he needs any updates regarding this he can check with our Credit Department ***If the bills and balances he mentioned are different than the one I listed above he can provide those to me for further research*** can email me directly if he would like ***,Sincerely,***

Final Consumer Response /* (2000, 5, 2015/12/14) */
On Tuesday 12/08/I went to the Century Link office in *** OR and I was able to resolve this issueI spoke with ***He told me that Century Link has two internal divisions and my account information was lost between the two divisionsHe
was able to fix the problem
I consider this issue resolved at this time

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 trainingUpon review, Inconsideration to Ms***’s trouble with our
modem return process, I have processed a full refund of $Ms*** should receive the refund within the next daysI apologize for any inconveniences CenturyLink have cause Ms***I have left Ms*** a voice message with my callback information for any further questions or concerns** CenturyLink Customer Advocacy Group

CenturyLink appreciates *** *** writing regarding her recent experience with our company. I regret to inform *** *** that she 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 *** ***’s name. Once this information is received, CenturyLink will be happy to investigate the complaint. ** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have reviewed the account notes and history and show all the equipment has been returned and adjustments were made with the exception of the remaining $I have gone ahead and adjusted the balance per
our day trial agreement the closed account now has a zero balanceWe apologize for the time and frustration this has caused.Sincerely,Mr.***

I have received a copy of the Revdex.com complaint filed by Mr*** ***CenturyLink appreciates the opportunity to address Mr***’s concerns and apologizes for the less than exemplary customer experienceI have reviewed his account and found the following: CenturyLink’s
records indicate that *** (authorized party) called on November 30th and spoke with a CenturyLink agentThe call was not available for reviewThe notes indicate that *** requested lower rates for service and the assistance plan was discussedThe internet was upgraded to 12Mbps/896k and a home phone service package was addedThe bill was higher in part because of activation charge for the landline and a proration of the internet speed upgrade and addition of the phone packageIn addition, although the telephone did qualify for the assistance discounts, the 12Mbps/896k speed does not qualify for broadband basicThe telephone assistance approved application was received on 12/19/and so those discounts did not apply at the same time the upgrade took placeFrom my review of the services on the account, the bill as rendered was correctHowever, to resolve any possible misinformation given by CenturyLink representative and a lack of follow up, an adjustment was issued on February 10, in the amount of $I would like to apologize for the less than exemplary service that you recently received from CenturyLink representativesAt CenturyLink, we strive to provide outstanding customer serviceYour 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 wellSincerely, *** CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because:Your collecting over a year of service fees after we moved from the service location is unacceptable We have called, and I am curious as to how your records are kept considering we were left on hold and ultimately hung up on, how was a record accomplished? I understand the cancellation can't be processed, but a refund should be able to be processed We are happy to submit our loan closing docs validating that the home was soldUsage data should also confirm that
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*** 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 wellOur records indicate Mr*** was promised a $bill credit and a $Visa Gift Card when he placed the order for new service on September 16, 2015. Due to an order error, neither the Gift Card nor the credit was processed. An Escalations Representative applied a $credit to the account on April 27, 2016, which should be reflected on the May 25, billMr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience he has experienced*** CenturyLink Customer Advocacy

2/12/Centurylink has reviewed the customer account regarding the problems they have encountered with their billing when service were offered and not availableThe customer stated they were not given full credit for the charges and has received poor customer serviceThe account was issued
credit today in the amount of $The credit will be reflected on the customers February billing statementCenturylink apologizes for the poor customer service received regarding this ***er.***/Centurylink Manager

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*** has asked for CenturyLink
@ease Service to be removed in previous monthsI have placed an order to remove the disputed @ease service effective todayMr*** account has been credited back $going back to the March billingI Apologize for any inconvenience CenturyLink may have cause Mr***JJ CenturyLink Customer Advocacy Group

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

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer was in a 2-year (month) term commitment promotion that was billing correctlyThe customer is currently paid up and since the last month of the term was the October billing I adjusted the $fee to restore serviceThe customer qualifies for the new price for life and will need to call in and speak to an sales and service consultant about what speed and pricing fits their needsCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

06/21/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I found the service was within the quoted amount and billed at $(before taxes, fees and
surcharges) for Phone and internet package, Leased modem/router and @ease maintenance plan as shown from a clip of the first bill statement itemizing the services Mr*** subscribed to:_____________________________________________________________________________...⇄ are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 02-24-your monthly rate will change to the standard rate Internet and Voice Monthly Charges --------------------------------------------------------------------------------...⇄ and Home Phone Includes internet service for thirty-six dollars Includes local phone service and features for thirty-five dollars High-Speed Internet CenturyLink @Ease™ Promotion -CenturyLink @Ease™ Advanced Modem - Lease High-Speed Internet Month Any Speed Term Commitment Month of --------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $(before taxes, fees and surcharges)_____________________________________________________________________...⇄ CenturyLink supplied service for Phone and internet package, Leased modem/router and @ease maintenance plan for the quoted monthly recurring fees for months without contact from Mr*** (other than a web payment) before he called to disconnect service on 04/25/(all activity on an account is auto tagged with an agent ID whether a notation is left or not). I have provided clips of each bill with a summary explaining the service Mr*** was subscribed to:_____________________________________________________________________________...⇄ Date Mar 10, Previous Balance New Charges Due 3/31/------------------------------------------------- Total Amount Due $(1st bill includes charges for Phone and internet package, Leased modem/router, @ease maintenance plan, Phone activation fees, shipping of modem/router, taxes, fees and surcharges prorated from 02/24/to 03/09/2016; month in advance for Phone and internet package, Leased modem/router, @ease maintenance plan, taxes, fees and surcharges for timeframe 03/10/to 04/09/2016)_____________________________________________________________________...⇄ Date Apr 10, Previous Balance $Payment Received 3/25/Thank you! -New Charges Due 4/30/$94.71------------------------------------------------- Total Amount Due $(2nd bill includes charges for Phone and internet package, Leased modem/router, @ease maintenance plan, taxes, fees and surcharges from 04/10/to 05/09/2016)_____________________________________________________________________...⇄ Date Apr 26, Previous Balance $New Charges $------------------------------------------------- Total Amount Due $(final bill statement includes reversal of charges for Phone and internet package, Leased modem/router, @ease maintenance plan, taxes, fees and surcharges from 04/26/to 05/09/and the early termination fee for disconnecting service before the contract end date of 02-24-reminded on both the 1st and 2nd bill:You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 02-24-your monthly rate will change to the standard rate.)__________________________________________________________________________...⇄ As CenturyLink provided service for months (past the day satisfaction guarantee timeframe) for service within a term commitment for a reduced rate as quoted (shown above), CenturyLink has sustained the charges as valid and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from *** regarding problems and delays trying to get internet service upgradedI'm sorry to hear about this poor experience it seems we surely dropped the ball on this orderI would be happy to further assist if *** can give me the CenturyLink account number in
questions he didn't provide it in the complaint informationI checked the address provided and don't show any active service there Sincerely,***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: In October of 2014, the customer’s previous promotional discount expired resulting as stated clearly on the bill that the amount would return to the chargeMany notes on the account
indicated that the customer called in about this time to inquire as to the rate increaseThe customer consistently paid the bill late and as a result finally was suspended for nonpaymentWhen the customer called in to see why, it was all explained and the customer was given a $adjustment and offered a new promotionThis new promotion was to include paperless billing and automatic paymentThis was explained to the customer, accepted by the customer and noted on the account on October 23rd, The customer is familiar according to all the notations on the account with the requirements for this pricing and did not fulfill their end of the promotional requirementsIf the customer would have complied with this requirement the customer having been given an additional $discount from the retention department would have actually only had a bill for the internet service f plus taxes fees and any applicable chargesIn November, due to another large balance gone unpaid on time, the customer was again suspended, the charge waived and again all was explained to the customer as to what was needed and why this continues to happen on the accountJanuary 2015, No paymentFebruary 2015, No payment March, No payment April 2015, No payment but an adjustment to the account due to the customer calling in and disputing the rate previously billed in the amount of $May, 2015, No payment June, 2015, No payment, July, Payment in the amount of $which only covered part of the previous months balance carried forward of plus new charges of $and left a balance forwardAugust, 2015, payment of $which again leaves a large balance carried forwardSeptember,2015, Payment in the amount of $and a CenturyLink adjustment of $when contacted by the customer and again as noted on the account advised as to why this keeps happeningThis still left the current charges of due and unpaidOctober, 2015, no paymentNovember, 2015, No paymentDecember, 2015, No payment January, 2016, No paymentFebruary, 2016, no paymentMarch, 2016, No payment March was the final bill revised for an adjustment given the customer (though actually not entitled to this adjustment) of bring the past due balance on the account to for services rendered but not paid forThe customer cannot claim they were not made aware of the criteria to meet eligibility for the promotional pricing offered as it was explained several times prior to the customer not paying the billCenturylink has already gone the extra mile to accommodate the customers consistent late payments and even offered and gave adjustments to the account that were not warranted due to the customers payment history, not anything that CenturyLink causedIf the customer wants to reestablish service this outstanding balance will need to be paid prior to any new service being provided and because of the past history of late payments or non payments on the account a deposit may be required as wellCenturyLink 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 Revdex.com Complaint from *** regarding billing questionsI have reviewed the customers account and show her promotion expired on the Dec billing statement . Their other promotion expired two months later causing her contract to convert on a month to month regular rate basisWe remind our customer's each month on their bill now many months they have left on their promotions and advise the rate will go to the standard rate once the promotion is expiredWe encourage customers to call us once their promotion expires so we can see if there is a new one they may qualify forI see our customer was put on a new Promotion two months ago and made payment arrangements to get her bill caught upAs a courtesy I have given the customer a $courtesy credit to cover the late fees and any confusion on when their promotion would expireSincerely,Mr.***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: CenturyLink apologizes for the manner in which this customers billing was handled by the customer service agentCenturyLink has adjusted the early termination fee and
advises the customer to inquire about the new price for life program if still interested in resuming servicesCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Revdex.com:Although they claim to have sent notification they never did however since they did the right thing in the end I am ultimately satisfied with the dispute.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

02/08/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found discounts were added to the account on 01/09/I confirmed with the 02/05/statement that the
discounts had applied and backdated to the previous month.However, CenturyLink has sent return labels to Mr***'s address at NE 48TH AVE, *** **, *** (these labels Do Not come in an envelope with a CenturyLink logo or name on it):***: January 5, ***: January 19, 2016***: January 25, 2016Removal of the lease fee will not be removed until the leased equipment has been returnedI would advise Mr*** to return the equipment to the local CenturyLink store and confirm an order is placed to remove the leased fee to avoid any further billing, information provided below:CenturyLink *** *** NE *** St*** ** ***M-Sat 9am to 7pmClosed SundayAs the promotional discounts were already applied and CenturyLink has sent return labels and now has provided a store location to return the leased equipment, CenturyLink has closed this complaint with no additional credit warranted.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 situationSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 wellOur records indicate Ms*** disconnected her account on May 11, 2015. Two return label packets were sent to Ms*** on May 12, 2015. To date, our records do not indicate CenturyLink has received the equipment. Customers have thirty days after the date the service is disconnected to return the leased equipment. If not returned, they are bill the purchase price of the equipment. Since the modem was not returned, Ms*** was correctly billed $for the unreturned modemA new return label packet was shipped to Ms*** on May 11, 2016. In an effort to satisfy, a credit for $was applied to the account on May 13, 2016. Our collections group has contacted the Collection Agency and request the removal of any reporting that has been done on this accountCenturyLink regrets any inconvenience Ms*** has experienced*** CenturyLink Customer Advocacy