CenturyLink

Complaint: ***
I am rejecting this response because:The billing issue has not been resolved. As of the last billing, I had to contact the Escalation Team to pay bill, as the automatic system does not recognize my billing number. In addition, the total amount due reflected on line is not accurate. On July 1st, I attempted to pay bill using your automatic telephone service and Centurylink did not recognize billing number. On line billing reflected I owed $139.00. When I contacted the escalation team, I owed $and some odd cents. The paper bill stated I owed $and some odd cents. It took approximately hour to pay my monthly bill. Is this acceptable? If Centurylink does not know what I owe, how do I know what I am paying for? System upgrade is not an acceptable response. Centurylink acknowledges system upgrade/changes are not working correctly, and has made no attempt to resolve the issue for the paying customer. Your links provided in your response to address additional issues with telephone services are invalid. Numerous attempts have been made to use these links to address the issues of services which are to be provided, which I am currently paying for and are non functioning. Is this acceptable?How many times do I need to contact Centurylink to resolve my issues? Is twenty some calls acceptable? Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: we did return the modem as instructed Unfortunately on our part we did not order tracking to prove such incident The account (formerly in the name ***) may have caused confusion as was explained on the phone to Century Link As I have reached out over various social media platforms I can see this is more often than not the case that modems are returned but customers are still charged despite such returns occurring Very disappointed in this very dishonest company and their lack of cooperation in solving said issues
Sincerely,
*** (***) ***

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 original term promotion that the
customer signed up for in February of was for the internet at $74.00, less the 12-month term promotional discount of $and an additional discount of $a month that required the customer sign up for paperless billing and Auto-paymentThat brings the monthly internet service to $a monthThe customer did not complete the paperless one or the other and both are required to get the extra $a month in promotional discounts for the 12-month periodA confirmation letter regarding the terms and conditions was sent to the customerEvery monthly bill statement recaps the terms and conditions of this promotion, the amount of the discount and the month of the term the account is currently inIn March of 2016, unlike February of (which automatically applies the full discount as it always does the first month to allow the days to fulfill the requirements), it indicates clearly on the bill that the amount of the discount for the paperless billing and auto-payment was no longer present as it states as follows: “Internet High-Speed Internet CenturyLink @Ease™ Promotion - High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month of 12 - -------------------------------------------------------------------------------- Internet Monthly Charges Total $34.95” This would have been $for the first three months due to the @ease promotional discount that was active for the first days had the customer completed the criteria for the full promotional discountIn April of 2016, due to an accumulating balance or late payments, the customer’s account was issued a temporary suspensionThis resulted in a $restore charge for the May billThis happened in September of tooThe customer was late or missed payments no less than times in the first months of serviceJanuary of was the last month of the promotional pricing and this is clearly printed on the accountIn February of the account went to the standard “rack” rate of $as each monthly statement prior indicated it would when the promotional discount expiredThis payment pattern continued until again in April the customer’s account was suspended and another $charge was billed to restore the serviceWhen the customer contacted the company, the customer was given the same promotion as was before and given a $adjustment for the previous monthIn addition to this autopayment and paperless billing discount promotion, a 12-month $loyalty discount was applied to the account and this too is stated on the bill statement every month thereafterHad the customer met the criteria established to receive the initial promotional discount and the additional $paperless billing and autopayment discount, the bill would have billed $for the monthly internet service (which if the customer reviews their May bill will see as is evident of the $billing for the internet service that month)It was then that the account was set up for autopayment and payments started to post as scheduledPaperless bill enrollment was not done and the resulting price is reflected on the June billJune through the October bills were all paid on time in the amount of $($for the internet plus $for the Internet Cost Recovery Fee)This would have been $($plus $for the Internet Cost Recovery Fee) had the customer signed up for paperless billingIn November the customer discontinued the autopayment and the account again became in arrears for late or non-paymentThis was again explained and an adjustment issued in the amount of $to offset the previous discounts not receivedThis was a courtesy to maintain the customers serviceNo further payments have been made since September 3rd of It is the customers responsibility to review the bill each month and contact the company in a timely manner to address any inconsistencies they may think are applicable; the customer did not do thisThe customer has a pattern exclusive of the months mentioned above of paying late or missing payments over the course of the service dates the services were providedExplanations to this affect and the lack of action required by the customer to fulfill their end of the promotional requirements led to the price differences, not CenturyLinkAs of the March billing cycle the customer is in arrears in the amount of $which will need to be paid to restore the service CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Initial Business Response /* (1000, 4, 2015/09/04) */
09/04/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
On 06/02/2015, Ms*** call called to CenturyLink to request to disconnect her service on 06/12/
due to moving out of CenturyLink's service areaThe order was placed with the requested due date and the service was disconnectedHowever, Ms***'s 06/10/bill statement had already been printed by the time the service was disconnected which is why she received that statementOn 07/10/2015, a final bill was printed reversing the charges bill on the 06/10/to the disconnect date of 06/12/and including an early termination fee of $for disconnecting the service before the contractual promotional discount of $off for months had expired on 09/29/
I reviewed the order notations and found no record that Ms*** was told that she was entering into a contract by accepting the contractual promotional discount of $off for monthsI have applied a credit to the account in the amount of $This credit will leave a balance of -$on the accountI have already requested a refund check to be issued (allow up to days to receive check)A revised final bill will begin to generate on 08/10/that will reflect the credit due to Ms***
I apologize for any inconvenience this may have caused
Sincerely,
*** M***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 6, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, because it is fair and correctThank You

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 have verified the modem was returnedI
apologize for any inconvenience CenturyLink may have cause Mr***I have processed an adjustment of $to offset the charges in dispute** CenturyLink Customer Advocacy Group

CenturyLink appreciates *** *** 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 *** *** agreed to the leased modem
terms on December 6, Both purchase and lease options were offered, *** *** chose to lease the modem in concernNo dispute was filed within the first months from the equipment order date. The modem lease monthly recurring charges in dispute were billed correct; all charges are valid and have been sustained** 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 on 07/19/the port request was completedAll the activation fees on the account have been credited and the
account is closed with a zero dollar balance at this timeWe apologize about the frustration that the customer encountered while porting their numberCenturylink has closed this complaint because the port was completed and the account creditedSincerely, Mr***

I have reviewed the Revdex.com Complaint regarding a disputed bill for long distance chargesI would be happy to look into this dispute if the Customer can provide me with their CenturyLink account number I was unable to find it with the information provided.Sincerely,Mr.***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: This customer’s order initially was done through a third party; ClearlinkWe do provide feedback to the various third party vendors that resell or indirectly sell Centurylink productsIn these instances we cannot provide the feedback or discipline that might insure after providing such information to these companiesThat is not to say there isn’t anything that won’t or already has occurred but to collective bargaining, safe harbor agreements personal identification disclosures this information is not provided to the publicSubsequent to this order and billing the customer called in to see why there was still an amount owing and the amount owing was adjusted to zeroThis occurred due to the initial cancelation not being bill dated back to the original installation ate on the orderAt this pint there isn’t anything further that can be addressed as all the billing, service cancellation and appropriate actions have been taken to insure there isn’t any adverse affect on the customerCenturyLink provides that this is sufficient to close this complaint as resolvedCenturyLink 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 Mrs*** 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, Our system caused Mrs***’s order to go
into error, the order did not completeI have processed a new order to fix Mrs***’s billing, all charges will be back credited to November 11, I apologize for the error; the fix should be complete in the next couple weeksMrs*** will receive a final bill with the revised charges prior to the original disconnect request dateI have left Mrs*** a voice message with my contact information for any further questions or concerns in regards to this complaint** CenturyLink Customer Advocacy Group

Mr*** was advised on February 27, the remaining charges owed to CenturyLink was for a Chargeback from his bank on August 7, The chargeback was for a payment processed covering the bill cycle from 4/20/2015-05/19/Through that timeframe billing was correct and no dispute was ever bought to CenturyLink's attentionBilling after that bill cycle was in dispute as Mr*** describes in his response, those issues were resolved with no owing balanceI left a message for Mr*** providing my contact information for any further questions or concerns in regards to this complaint** Customer Advocacy Group

Upon review of our records and orders, I verified the previous information provided to *** *** matches our recordsThe account disconnect date was on 05/01/The order was placed on 04/28/The call is documented on her account as well as the order to disconnectThe account was credited back to 03/13/as a courtesy and a refund check of $was sent to *** ***The account set up for her son was disconnected on 04/13/The call was placed on 04/12/and is noted that she requested his account be disconnectedHer son’s account was disconnected prior to the contract fulfillment*** *** was made aware of this contract upon adding it and upon disconnecting her son’s accountThe contract fee is valid and the final bill for that account is correctWe have sent emails to the email address she provided for each order placed with the corresponding account number attached.***CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: *** *** has advised me that when he called in to complete the transfer of service he believed that was doneApparently a new, separate account was set up insteadHe and I have both been billed for the same serviceHe says his is paidMine is therefore a duplicate bill and should be revoked
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 promotional priced, 12-month term commitment promotionUpon finally canceling the agent back dated the bill date days resulting in a refund
to the customer of $The agent also waived the early termination fee that should have applied then and any time prior to the obligation that was for monthsThere are no further adjustments warranted at this time CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and my account number with century link was ***
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The customer may call in and disconnect the service without additional penalty for early termination of services CenturyLink has adjusted $
(includes tax) which is the early termination fee for termination the PRISM service early The account has been noted that if the customer cancels service the customer can do so and the effective bill date will be October 1st, and the early termination fee will be waived 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

This issue will remain open as an Executive Office complaintRevdex.com only allows a certain amount of time for us respond to our customers in the nature to the complaintInconsideration to your concerns, a complaint can always be reopen if needed** Customer Advocacy Group

06/24/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I reviewed the call on 05/16/when Mr*** called to request a phone number change
due to crank callsThe agent issued an order due dated for 05/18/and provided Mr*** with the new number As Mr*** did not request a specific number and Mr*** was not advised of the onetime fee associated with a number change, I have issued a credit in the amount of $($cr charge + $taxes, fees, surcharges). 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 situationCenturyLink has closed this complaint.Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/10/12) */
10/12/15: Centurylink has reviewed the customers account regarding the $payment that was taken out of the customers account they are stating they did not authorizeThe customer stated the rate kept changingThe customer is requesting a
full refund of the serviceThe customer was on a twelve month term contract that started on 1/27/The customer isare required to sign up for autopay and paperless billingthe customers account number was account number of XXX-XXX-XXXXIf the customer fails to add the autopay and paperless blling the discount rate is reduced by $The initial bill is higher due to the activation charge billed and the prorated chargesThe February discount was $less as the customer did not sign up for paperless billing until 3/2/and autopay on 3/3/for credit card paymentOn 4/20/Centurylink attempted to process the customers March payment of $which was declinedThe customer was sent a letter stating the payment could not be processedAnother order was issued on 4/28/that added auto-pay from a checking accountThe April bill reflected the full $discount as the auto pay and paperless billing was presentThe customer then placed a transfer of service in May with a due date of 6/3/which changed their account number to XXX-XXX-XXXXBecause of the number change,the customer would have to sign up for the paperless billing under the new account number.The June bill reflected the full discount amount of $with the July bill reflecting the discount of $On August 10,the customer requested the service be disconnectedThe customer was billed an early termination charge of $as the promotion was on a term contract through 1/27/The autopay does allow Centurylink to process all payments including the final billThe account was credited $for the number of months the customer kept the serviceThe customer will received a refund check in the next four weeksCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Pending I receive a refund this is acceptable

09/19/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’ CenturyLink account, I found that on 07/26/2016, Mr*** had called to CenturyLink about his modem/routerIt had a
failed firmware upgrade and an agent agreed to send a replacement modem/router. The replacement modem/router requested on 07/26/and a return label for the original modem/router was sentWhen purchased equipment is sent a replacement, CenturyLink requires the original equipment backThe original modem/router has not received by CenturyLink. Mr*** was not charged for the replacement modem/routerHe was charged for the non-returned equipment fee of the original modem/router in the amount of $+ $taxes totaling $107.30. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’ issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has sustained the non-returned equipment charge as valid and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care