CenturyLink

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

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 customer has been informed that the rate that was quoted initially was incorrect and we can not honor that
rateWe apologize for the frustration encounteredIt also looks like Ms*** was given the option to get out of her contract with no cancelation fee until 09/30/due to the misquote for servicesSincerely, ***

09/20/ CenturyLink has reviewed our previous responses to Mr***’s issueCenturyLink cannot make changes, credit or adjust any of the *** ** services or billingAll *** ** technicians require a signature of contract and service provided with promotional timeframesMr*** can call *** ** and request a copyCenturyLink cannot make changes, credit or adjust any of the *** ** services or billing CenturyLink provided the internet service with the discounts offered (a discount of $without the required Autopay and paperless billing for months OR $with the required Autopay and paperless billing for months)The original quote for both services was billed correctly as shown above before the *** ** months free promotion expired and Mr***’s request to change the *** ** packageAny changes made with *** ** could take up to to bill cycles to reflect After careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaint finding the balance due of $to be sustained as valid with no credit adjustment being warranted Sincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink has exhausted all investigatory resources in regards to this issue. The phone number provided does not pull up an account for *** ***. Our agents via phone are able to gather additional proprietary information from the customer to locate accounts, such as a SSNFor further assistance regarding *** *** issue we ask that he contacts our Financial services directly at *** *** CenturyLink has closed this complaint.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 meThank you for your advocacy regarding this matter
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Thanks That is a step in the right direction but it doesn't address lost business during the time of no service, how rudely I was treated by their service providers or the possibility of negative impact to my business name due to clients calling and getting a disconnected number. Thanks for investigating further.
Sincerely,
*** ***

Ms***’s account was disconnected on April 9, 2018, which was after the April 4, bill was issued. The May 4, bill will reflect the credit mentioned in the previous response Margaret CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because:It is still obvious Centurylink realizes they are too big to be held accountable to individualsTheir response is over-simplified and does not address a thingThey are stating the result of a conversation I had with them a few phone calls agoI spent so much money and struggled so much with them for months, by that time I felt I had no choice but to sign up for something and move forward with them I was originally promised a SIMPLE phone and internet bundle and by their own admission was given incorrect information, as well as set up with not a bundle, but separate services that added up to 299.00. When I called in, they promised credits that I did not receive and each month promised a program I didn't get, until finally I agreed to a bundling program that was more expensive than I was originally promised, but I felt I had no choice but to agree to something. Then the next month, things were still not fixed and the credits I was promised did not materializeI spent hours and hours and actually days on the phone trying to iron this outI was again promised credits and a fixed account that didn't materialize, even though I visited with the retention department. Every time you call this company, you get promises and a different story from each rep that is not knowledgeable about their services or your account or what they can do for youThis is beyond frustrating - it is just maddening! And you keep paying and paying and being promised credits and a program you can live with and then you don't get it! This is what led me to cancel my services with Centrylink, until I found that *** *** does not offer service in my area, and other carries could not promise I would get my same phone # for the business which is imperative, and would take a few weeks to get me set up, and I could not go without the phone and credit card services at my business to make the transitionIf I had not been misled in the first place and gone with a different carrier, there would be no problem - but at this point, the transition from one carrier to another will also cost money and create problems that would not have been there when I first set services upSo I felt stuck with Centurylink and continued to try to work with them. Finally, I was promised a bundling that offered services and upgrades and so on that I don't want or need, but it was all they had to offer at the timeIt was NOT what I was offered originally or during the previous months of phone calls, but it was all I could seem to get, so I accepted itDuring all the talks, I was told to send back the upgraded modem I was sent, so I am being charged for an upgraded modem I don't have and services I don't have or need on my phone, too - but that's all they have to offer meI felt I had no choice but just to accept this and move on. But then the following month, I got an incorrect bill againI had been told when I made the payment the month before, my next bill would be about $- but it was still higherAnd when I tried to call and get help again, the agent just kept repeating my charges and adding the next month's charges to it, and was completely incapable of helping me with the issue that I had additional charges again on my account. This company gave me incorrect information in the beginning, then set up my account incorrectly with massive charges, then wouldn't credit me for all the additional charges that were THEIR FAULT AND RESPONSIBILITY, then continued to give me incorrect information and different information every time I called in, elicited payments from me stating everything was straightened out and I was being issued credits and then none of that ever materializedThey state that I agreed to a program finally and that is the end of it, but the following month I still got a bill that did not look like what I agreed to and I have no recourse for help with it STILLIt is obvious and apparent that my frustration and overcharges will never end until I find a way to stop doing business with Centurylink and once I do, I will never become involved with them againI would rather go without service than have to deal with this company again - but I cannot afford to lose even more money by foregoing the ability for my customers to call me or have payments processed by credit card. After months of being overcharged and all of this frustration, a $credit is supposed to be enough, when it was all their fault that I was overcharged to begin with? When I agreed to the bundle at last, I was again promised more credits but they did not materializeHow can you fight against being promised credits and programs, and then not receiving them, but you are already in deeper because you've just paid a bunch more money and are even more deeply invested in trying to resolve the problems?
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a delay in getting their long distance service workingI reviewed the account and show the customer had another provider when the number was ported over and their long distance service didn't workWe resolved the problem
the customer chose CenturyLink long distance which took a few days to activate due to the legal process to change carriersAs a courtesy I have adjusted the installation charge of $which will show on the next billWe apologize for the delay and frustration this has causedSincerely,Mr.***

2/19/16:: Centurylink has reviewed the customers account regarding the charges billed for the unreturned *** equipmentThe customer stated they returned the equipment to a local retail store as the had not received the return boxes after two requestsThe account reflects credit of $
was issued on 1/21/Centurylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Due to the lack of disclosure on some of the taxes fees and surcharges that are associated with the service, the installation/activation fee and shipping and handling
fee have been adjusted in the amount of $The taxes fees and surcharges cannot be exempted from the serviceTo get the $additional discount on the service the customer needs to be signed up for autopaymnet and paperless billing as stipulated in the promotional eligibility criteriaThere are no exceptions to this requirement for the additional discountDue to the lack of disclosure the account has been noted that should the customer decide that they do not want to continue service they may cancel and not be charges any early termination fee CenturyLink 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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The charges for equipment that were shipped are valid as far as I can seeThe tracking numbers indication the products were shipped are as follows*** was delivered on Monday,
November 30th, at 5:18P.M And *** delivered at front door on Wednesday December 2nd, Both indicate that the items were shipped and deliver on dates noted aboveIf an item that was delivered by UPS and is tracked to the persons addressed and left at the front door should not be found or come up missing after the time the customer should received it the customer would need to open an investigation with UPS not CenturyLink to find out where the missing item might beIn the event it is show to have been left and gone missing this would require the customer to open a claim to recover the value of the merchandise they say was delivered which is confirmed to CenturyLink as mentioned aboveThis is true even for items that CenturyLink sends labels for such as the modem u to ship back free of charge in the event of equipment failure until the product returns to our inventoryCenturylink would like to assist but has no way to compensate in this scenario, this is an issue, a claim that the customer has to file with UPS to get reimbursement for an item that was confirmed delivered and apparently went missing that the customer has been billed for legitimatelyThe customer has extensive usage on the line which is part of the balance due outside of the iPad in disputeThe customer has yet to pay for services rendered and the amount in dispute for lost equipment has been in a no treat status waiting for the customer to be reimbursed so that she could pay for the equipment shipped and receive another that the customer would need to pay forCenturyLink 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 accountI would like to apologize for the less than exemplary service that she recently received from CenturyLink representatives. At CenturyLink, we strive to provide outstanding customer service
Her comments are appreciated and, to improve customer service, have been investigated. Our representatives need to know the negative impact we have on customers when we fail to do our jobs wellI reviewed the interaction Ms*** had with CenturyLink on 01/22/During this call, she spoke to an agent and a supervisorI would like to apologize for the poor customer service she received during this contactThis is not the experience we want any of our customers to haveFeedback has been provided to the supervisors of both employees she spoke with and will be address internallyCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***Amber CenturyLink Customer Advocacy GroupTell us why here

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 trainingOn the most recent visit on January,
Monday the 15th, the technician notations indicate that an inside wire connecting to the network interface was repairedWhile Centurylink appreciates the customers time is valuable, CenturyLink does not compensate for lost time off workCenturyLink has issued a onetime courtesy adjustment for the downtime and multiple modem exchanges in the amount of $ CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

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 per our records the correct rates were charged for the services rendered and received by the customer
Our records and the customers billing statements show that the customer was receiving the services for what was quotedThe quoted rate is just for the services be fore any add on services, and taxes and feesOur records show that the customers billing statement for the DIRECTV showed additional services such as HD and DVR and whole home servicesThen it shows that in August the bill from DIRECTV increased as the month promotions that they offer customers expired which increased the pricing for the monthly services. I have submitted a request to send duplicate billing statements to Ms*** so she can review her billing historyOnce the duplicate bills are received if Ms*** has further questions feel free to contact our team directly at 1-800-244-CenturyLink apologizes for the frustration encounteredSincerely, MrC***

08/05/2016 Upon research of Mr***’s CenturyLink account, I found only access by a Click to Chat agent on 07/29/I reviewed the ChatBelow is the summary: Mr*** requested to disconnect his phone service because he no longer needs the service. *** advised him she must transfer him to the retention department for assistance and gained permission from Mr*** to transfer the chatThe Chat system shows that Mr*** disconnected the chat before the agent was proceeding to transfer to disconnect/retention department. Mr** *** was not transferred to another agent. Per *** verification process, changes must be requested over the phone or through click to chat for proper verification processesThe customer must stay on the phone or on the chat until the order has been placed or no changes can be madeI advise Mr*** to contact CenturyLink customer service by calling *** should he still wish to disconnect his CenturyLink service (must stay on the phone until the order has been placed or no changes can be made)All charges, to date, are sustained as valid. CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 trainingThe account set up was canceled
prior and the customer should not have had any billing occurred as service never should have completedI have adjusted the balance of $to zero out the billCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

I have reviewed the customers reply regarding an additional $feeI checked the customers bill the $service fee was not on the customer's bill it was a fee for paying with a credit card manuallyTo avoid this fee in the future the customer would need to set up auto pay, pay using a bank bill pay option or mail in a checkI have adjusted the account a 1x credit of $for any confusion on what this fee was for they will see the credit on the next bill.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 training.Upon review, I verified on 04/03/2018, Mr*** accessed
his CenturyLink Simple Pay account onlineThe online portal states he removed the internet serviceInternet is the only service Mr*** subscribes to with CenturyLinkThis appears to have been an error as Mr*** did not intend for his service to be cancelledTo restart the service, a new order was requiredThe system ran Mr***s credit at that timeThis was in errorI had our credit department send a request to remove the inquiry from his credit reportCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***.AmberCenturyLink Customer Advocacy Group

09/06/2016 I reviewed the call activity and found Ms*** did call CenturyLink (per the call routing system) on 06/20/However, Ms*** dialed a number which router her directly to CenturyLink customer service (with only a second hold) who did not enter Ms***’s account as per policy CenturyLink’s retention team is required to cancel accountsMs*** spoke with a customer service agent for secondsMs*** was placed on hold and the transfer to retention beganMs*** was on hold for seconds when Ms*** disconnected the call As Ms*** hung up before and did not speak with a retention agent, after careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care