CenturyLink

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 customer is moving to another
location and cannot get the same PRISM promotion at the new locationThe account has been noted due to the very little time remaining on the term that an order to disconnect the service can be done and the early termination fee should be waived CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

I don't owe you a dime
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer acknowledges that they signed up for service at a promotional rate with the knowledge that there was a term commitment to get said pricing for the duration of the term
Contrary to the statement, it’s not mandatory to choose a promotional option to subscribe to CenturyLink services However, the customer understood to receive the promotional pricing it is required as part of the promotion to enroll in automatic payment and paperless billing and maintain this as part of the fulfillment criteria for a period of months for this promotion The pricing is correct and where it should be given that the customer failed to meet the criteria required of this promotion The customer failed to make a single payment on the account noted, did not enroll in paperless billing and has not paid anything to date nor has the equipment been returned The customer will need to provide information regarding another CenturyLink account that was active at this same address that they were utilizing and paying for in order for there to be any further review of the claim 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

Complaint: ***
I am rejecting this response because: I just received another invoice 8/15/showing that there is still a balance due and the account is not closedAgain, this demonstrates the poor service this company deliversSomeone claims they have done something, then I get a letter stating they have not closed the account.Attached is the letter
Sincerely,
*** ***

CenturyLink thanks Ms***s for getting back to us Due to the balance being paid to the collection agency in October 2017, CenturyLink has sent a request to *** to cease any collection activity and request removal of the debt from her credit report.AmberCenturyLink Customer Advocacy Group

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*** has been working with an Escalations Representative. New promotional discounts have been added to the account and are reflected on the December 13, bill. A credit for $was issued on December 1, and is also on the December 13, bill Ms*** is a valued customer and I apologize she was not treated in this mannerCenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

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
We were never notified or received any information about the return of the modem but will be happy to do so once a return label is provided. We will send the modem to the appropriate address for Century Link and then consider this matter closed. Thanks you for your assistance is resolving this issue with Century Link.
Sincerely,
*** ***

I have reviewed the complaint from *** regarding problems trying to get their service reconnectedI would be happy to see what I can do to help if *** can provide me with her account numberI don't show any working service at the address provided in the complaintSincerely,***

Revdex.com:please note the photos I addedThe first are of email I received with address to return equipmentI never received prepaid box or label so printed that out and mailed backThe third picture is a bill I just received yesterday evening saying I still owe money? Please advise
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***This action is pending satisfactory completionIn order for us to have service, the internet service provider has installed a temporary line from another box that is not buriedThe internet service provider and the builder still need to resolve the issue and create a permanent fix.Please relay to Centurylink that our account number is ***, under the name of *** ***. Address is: *** *** *** *** *** ** ***If a permanent resolution is not in place in the next days, a new Revdex.com complaint will be created.
Sincerely,
*** ***

CenturyLink appreciates *** *** 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
Upon review,
I verified *** ***
ordered CenturyLink
high speed internet with a one year contract on 04/04/Upon ordering the service, *** *** was sent an
order confirmation recapping the service speed, promotional rate and contract
informationAlso, each billing statement reads the contract dates and discount
providedDue to the personal emergency *** *** is experiencing, I have
disconnected her service and waived her contract termination fee
CenturyLink apologizes for any inconvenience or
frustration this issue may have caused *** ***
***
CenturyLink Customer Advocacy Group

I have reviewed the complaint from *** regarding disputed early termination fees on his closed accountI reviewed the closed account showing there we no charges for early termination since he canceled within the first daysThe remaining balance is for an internet modem purchase and the days
of serviceIf *** has returned the purchased modem he will get $credit to his closed account. If *** hasn't returned our equipment he can call our Customer Care Center and request pre paid labels to do so We apologize that our service didn't work properly and the frustration trying to resolve the final billingCenturyLink is happy to further assist as neededSincerely,Mr.T***

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. A credit for $was applied to the account on March 3, for the equipment, in an effort to satisfy. A request has been sent to the collection agency to stop all collection activity. CenturyLink regrets any inconvenience Ms*** has experienced*** CenturyLink Customer Advocacy

Thank you for taking the time to notify us about the unsatisfactory customer service experience that you recently encounteredThat's not how we do business and I certainly don't enjoy hearing the treatment you receivedPlease accept our apologies for not meeting your expectationsAfter review of
the account we found that the billed rate was different than what was advertised in the customer areaThe $has been adjusted and also we have notified the collection of the resolution of this debtCenturyLink apologizes for the frustration encountered and appreciates the opportunity to review and resolve this complaintSincerely, Mr***

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,
*** *** Century Link response indicates that I will be contacted by their representative, Steve Schwartz, between 02/01/and 02/05/and I am waiting for that contact.Thank you*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing dispute. Unfortunately, Ms. *** did not provide her 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, Mr***

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***The modem was dropped at a *** store an hour ago***
Sincerely,
*** ***

04/14/CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we find our original investigation and response to be valid. As Ms*** did not make a payment for any amount as a deposit, CenturyLink finds the balance due of $as valid for services provided and not yet paid for by Ms***CenturyLink has closed this complaintSincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the closed account notes confirming we were unable to get the service working as it should causing the customer to cancelSince the modem was purchased at a store we have no way to set up a return for refund due to the time frameDue to my findings I have credited the closed account for the cost of the modem $the customer will get a check in the mail for this amount in the next 10-business daysIf they need any follow up on this refund they can contact our Credit Department *** for assistanceWe apologize for not being able to provide service for this customer and the time spent trying to resolve this billing issueSincerely,Mr.***

CenturyLink appreciates Mr*** giving us the opportunity to review his concerns regarding the availbilty of High Speed Internet at his address. Mr*** is in an area that is experiencing Bandwidth Exhaust. Our facilities are at capacity. Thus, we are unable to provide
service to new customers or upgrades to existing customers at this time. Our planners, engineers and field leadership work diligently to ensure that customers have the service that they needThese teams proactively review utilization reports and examine customer demand to determine priorities for resolvingThere is a constant review and reprioritization to ensure we target resources and plans appropriately. However, there is currently not a scheduled job for any upgrades in Mr***’s area but one may be scheduled in the futureCenturyLink regrets we are unable to provide Mr*** with High Speed Internet at this time*** CenturyLink Customer Advocacy