CenturyLink

I have reviewed the Revdex.com Complaint from *** regarding being charged for service they canceledI have reviewed the account notes and show the account has been canceled I adjusted all charges it now has a zero balanceWe apologize for this billing error and the frustration this
situation has caused trying to resolve itSincerely,Mr.***

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by Ms*** and found the following: Prior to this reply, the adjustments requested have already been issuedThe current promotion requires the customer have autopayment and paperless
billing on the account to receive the full discounted rate of $a month for a term of months; the modem is an additional $when leased unless the customer chooses instead to purchase for $ Since the service is billing correctly, CenturyLink provides that this is sufficient to close this complaint as resolved 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

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 Ms*** spoke with a representative on December 16, 2016. She was offered a Price Lock promotion on Internet and Prism services, in error. CenturyLink only offers the Price Lock promotions on our Home Phone and Internet packages, not Internet and Prism packages. CenturyLink is unable to offer Ms*** a Price Lock promotion on her Internet and Prism package. I apologize for the miscommunication that occurred In February 2017, all Prism customers were subject to a $increase on their Prism programming package. In an effort to satisfy, a credit for $($* months, February to May) was applied to the account on May 10, for the rate increase. This credit should be reflected on the May 20, bill. In addition, CenturyLink will waive/adjust any Early Termination Charges that might occur, if Ms*** decides to disconnect her service. Ms*** will need to contact the business office to have an order issued by June 12, 2017. I will monitor the account and make any necessary adjustments, once the Closing bill has been issued Ms*** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because:It is unacceptable. You say that I will be charged the quoted rate through April, but which quoted rate? The initial $or the $43? I clearly asked for:Give me the service you promised at the price you promised - 100mbps internet plus prismTv for $57/monthOr 2aCharge me $40/month for 40mbps internet from day - this requires a refund to my account. 2bGive me the $credit you promised on the next bill 2cGive me a printed or emailed statement for next month, plus an estimate for a regular billing cycle. 2dApologize for your bait and switch tactics and give me one month free service for the hours I've spent on the phone with you, plus the hour spent disconnecting from ***2eExtend the day worry-free guarantee to days from March 2nd - the day my internet gets switched from 100mbps to mbpsAnd your response includes none of the aboveI very specifically asked for a printed or emailed statement for next month, and a written estimate for a regular billing cycleI will not consider this matter resolved until I see a written statement for a regular monthly bill.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
An employee of Century Link LIED TO ME more than once during that conversation and the set up of new servicesEver since, each time their customer service representatives have been rude, while some say "Sorry, there is nothing we can do"Clearly they were able to lie when they were setting me up with the servicesAnd no word back from them as to how they handled that employee. since they "cannot" resolve my issue they made, I would like this issue to be made public as a complaint, so hopefully more customers will think twice before signing up for anything with Century Link. Thank you.
Sincerely,
*** ***

I have reviewed the customers account notes and bills showing we did received the leased modem back on 2/18/as the customer statedI adjusted the lease fees and the late fee caused by this error for a credit of $which will post on their next billWe apologize for this error and the frustration it has caused.Sincerely,Mr.***

I have reviewed the Revdex.com Complaint from *** regarding a billing error disputeI reviewed the account notes and show the credits for the billing error have posted to the account of $we apologize for the error and frustration the customer experienced trying to get this
resolvedWhen the next bill is generated on 9/28/if the customer has any questions our Customer Care Center can certainly help *** or they can use our live chat help option on our website www.centurylink.com Sincerely,Mr.***

Final Consumer Response /* (2000, 5, 2015/06/26) */
Issue resolved with customer casePlease close

Complaint:
I am rejecting this response because:century link is not taking full responsibility for the actions taken in this matterI'm still out dollars and I have not received an apology directly to me from themOver time, I've read bad reviews about this company and their lack of professionalism and gaps in their processes and proceduresI am not satisfied with their response, until they take full responsibility for this scenario they made me go through and refund me my dollars that I was guaranteed, I won't take no for an answerI am greatly disappointed with their response
Sincerely,
*** ***

I have reviewed the Customer's reply requesting additional credit on the closed accountThe customer already had a day trail promotion in the same year we did give them credit for the early termination fees as a courtesy there are no further credits due to this account Sincerely,Mr.***

Complaint: ***I never agreed to any such thingPull the call recording and it will prove what I love stated
I am rejecting this response because:
Sincerely,
*** ***

I have received and reviewed the Revdex.com complaint from *** regarding the disputed early termination fee chargeI would be happy to further assist with this situation if the customer could please give me the account number on the disputed account
Sincerely,
Mr***

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*** spoke with CenturyLink on
March 11, At the time, Mr***’s account was adjusted to a zero balanceMr*** was advised the account would be settled on the next billing dateI apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

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*** disconnected his CenturyLink
account on 11/22/During his time as a customer, his service was on autopay but on 12/11/2017, he contacted CenturyLink and asked for autopay to be removedOn that date, he also spoke to a supervisor that issued a credit of $56.07, a portion of the early termination feeThe contract was listed on the bill each monthOn 2/05/2018, he spoke to an agent that advised him we could take the payment but the system automatically assesses a $convenience feeMr*** was advised he could attempt the payment onlineThe payment was successfulI apologize for any inconvenience or frustration Mr*** experiencedWe do not credit for any loss of work or timeAmber CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: The information provided is not accurate, I cancelled because CenturyLink could not provide serviceI was without internet access for more than weeks, your representative offered to cancel the service because in my area, at the time, the service was fairly newly offeredWe had so many outages, there was no point to try to wait for the service to be restore, it was there that the representative offered to cancel the contractIt really doesn't make any sense for me to cancel, when the service was significantly less expensive than the only other provider in the areaI was really conflicted, but weeks had gone by and the service never came backA month later, so inexperienced, young rep called and threaten me with fines for cancelling, and even at that time, there was no service availableI tried reasoning with him, but he was just nasty, totally uncalled for, he didn't listened to reason, even his notes noted the lapse in service, but he would not hear meAnyway, I didn't cancelled because I wanted to, your company was not able to provide reliable service at the time, and this was detrimental to meI was attending school and needed to upload assignments on time, for which I had to go all the way to the library to completeAgain, this certainly was completely unacceptableI don't see why I need to be punished for what it was obviously your inability to provide service.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Although I do appreciate MrS***'s eloquent response the mumbo jumbo he wrote did not apply to the actual situation in this area. Another example of how big business is not in touch with their actual productJust as although Century Link has you phone a supervisor - HaHa and you are on the phone forever - again - that then I was told that her area is not given any information from the technical side of the organizationCircles, circles, Thankfully the technicians in this area didn't give up and found the problem in a switch in the large 'area' control boxOur local Century Link personnel (now that I know they exist as you do not receive any support from Century Link 'Support'-as with MrS***) resolved the problem and our system has been upgraded.ThankfullyThankfullyI do still expect a refund for the services not rendered at least since January 1, even though MrS*** is resolute that .....................blah, blah, blah.Amount paid/service received would result in a $refund.If MrS*** needs further information on the 'real' service that was here and that is now here I can give him Century Link personnel numbers and names to contact.Pitiful that the problem I reported wasn't even actually checked intoI just got the carbon 'response'Hopefully that isn't always true of 'common customers' contacting Century Link
Sincerely,
*** ***

Response:*** *** catalytic converter which was replaced in January was found faulty and replaced again 6/3/Customer picked up vehicle and invoice closed on 6/3/

Complaint: ***
I am rejecting
this response because:This is the same response I have heard when I called every month for the past six months, however, I am still being billed every monthThe problem has not been fixed Please fix the issue; stop billing us and credit our account so that it is at like it should have been after we payed our last bill for February 2016.My account number is: ***
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/10/08) */
10/8/Centurylink has reviewed the customers account regarding charges billed for a modem they returnedThe customer indicated they did not received the full credit for the modemThe customers account was issued credit of $today for
the remaining charges billed for serviceThe credit will be reflected on the customers October billing statementCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:None of the business has stated occurred. I recently had ADT try to install alarm upgrade and they were unable to do to internet speed. The speed was upload and download. No one from the company has contacted me and when I tried calling them I get no response from upper management. Meantime I'm paying the same price of someone else has better internet speed. The last time I called I got the response from the customer service person that I was part of the Ohio curse and pretty much screwedI have been told by the tech who works our area that Century Link is not putting money into fixing the problem even though they know about it. He said the reason for the speed issue and it going down it because in his words they are trying to shove data that needs to go through a 16inch pipe through a capri sun straw. So basically the email you got from the company was a big lie
Sincerely,I
*** ***