CenturyLink

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 trainingUpon review, I verified *** *** had two accountsThe
account for her son, *** in ***, was disconnected on 04/13/The request to disconnect that service was made on 04/12/This account began on 09/11/The account was originally set up with a year contract promotion*** *** contacted Centurylink on 08/24/and renewed her service for another year contractWhen that contract expired *** *** contacted Centurylink on 09/13/and added a year contract, set to expire on 09/15/Contracts with Centurylink have an early termination fee of up to $Centurylink sent email confirmations of all orders placed on this account to herThe final statement has been sent to *** *** for the termination fee as well as the final billing for the serviceThe contract for her sons account is valid; notes indicate she was made aware of it upon ordering and also upon disconnecting The second account *** *** had at her home, *** in ***, was disconnected on 05/01/The request was placed by *** *** on 04/28/2017, after her sons account had been disconnectedThere are notes listed on her account on 04/28/that she was not pleased with the service at her home and wanted to disconnectCenturylink credited this account back to 03/13/due to thisAn email confirmation was sent to her on this order as well as all orders placed on her accountThere is no indication that the account was disconnected in errorHer sons account was disconnected days prior to her contacting us about disconnecting her home accountCenturylink hopes this information clears up any misunderstanding *** *** has concerning the two accounts*** CenturyLink Customer Advocacy Group

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 trainingWhen the customer applies for the
pre-paid CenturyLink simple accounts it does not run a credit check but it does run an internal audit against the customer’s name, address and social security number providedThere are three different problems with the complainant’s eligibilityThere is recent outstanding bill at the address listed in but in someone else’s nameDue to CPNI (Customer Proprietary Network Information) Rules I cannot discuss the name or account of the person that is associated with that outstanding billThis is considered and indebted household even if doesn’t belong to the current applicant; it’s tied to the addressThe outstanding final bill from a different location that appears to be associated with this customer has a balance owing of $The complainant needs to call 800-990-to dispute the association with the bills for the accounts in question and if the credit services team can verify there isn’t any connection between the current complainant and these accounts then the customer can call 800-238-for assistance completing the CenturyLink simple account 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, 2015/09/25) */
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,
This issue has already been escalated to the Arizona Attorney GeneralMr*** will receive a response for all concerns through the Attorney General process
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: I have received and reviewed the complaint and found the following: Centurylink acknowledges that the equipment was returned and the attempt to cancel was within the day window; CenturyLink has adjusted the bill to zero 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

07/14/2016 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 CenturyLink internet service was established on 08/30/with a contractual promotional
discount of $off the standard rate for month (requirement of autopay and paperless billing) and a purchased modem router. CenturyLink adds a reminder on every bill statement of the contractual obligation as shown from clips of Mr***’s bill statements:---------------------------------------------------------------------...⇄ Account *** *** Billing Date Sep 04, InternetService Period: Sep - Oct You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 08-31-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill----------------------------------------------------------------------------...⇄ Account *** *** Billing Date Jun 04, InternetService Period: Jun - Jul You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 08-31-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill.---------------------------------------------------------------------------...⇄ As shown above, Mr*** was advised of the contractual obligation for the contractual promotional discounts on bill statementsSince Mr*** disconnected the CenturyLink service before the contractual expiration date of 08/31/2017, CenturyLink has sustained the early termination fee as valid with no credit adjustment being warrantedCenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Centurylink appreciates *** Brown giving us the opportunity to review our handling of their accountI would like to apologize for the less than exemplary service that was recently received from Centurylink representatives. The 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 wellOur records indicate that this issue has been resolved and the services have been canceled at this time, and the billing has been back datedAdditionally, CenturyLink does not compensate for time spentFor additional questions or concerns please contact our team directly at 1-800-788-3500 Centurylink regrets any inconvenience that has experienced SincerelyMrC***

Complaint: ***
I am rejecting this response because: Once again, I do not find it acceptable to pay for backcharges due to the company's billing error in an excess amountI have contacted the local media and the ** Attorney General's office regarding this matter
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Prior to this reply the customer engaged a counterpart in the executive office and the issue of the buried line has already been addressedThe following was provided
as notification and resolution for the customer “The request for a buried line has been submitted on your behalfA representative will contact you within 3-business days with the name of the company that will be performing the workPlease note this type of request is worked by third party subcontractors therefore any questions concerning this should be forwarded to themPlease be advised, the request to bury a line usually takes at least days to complete.” Per the area *** *** the line was buried as of April 20th, 2017, the customer has been contacted and indicated they are satisfied CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

Complaint: ***
I am rejecting this response because: This is just a reiteration of their original statement. No one has contacted me after any of my calls to them. IF a business does not provide the promised services and then deny, deny, deny instead of addressing the valid complaint what else can a customer do but go elsewhere. I have been threatened with disconnection fees on a non existent contract. No contract exists if the conditions of the contract are not met. They can do the right thing, which I have repeatedly asked them to do, put my account back to where it was before. They seem to be able to just over look this request. Simple solution that has never been mentioned
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by *** *** ***, regarding a billing disputeAfter investigation of *** ***'s account it has been found that these amounts have been verified as accurate and correct amounts due by our customer contact centers, as well as our
investigation*** *** has received a breakdown of the charges on the accounts listed and has refused to make payments to reestablish services per the account notesFor further questions feel free to contact our team directly at ***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 me
Sincerely,
*** *** ***

I have reviewed the Revdex.com Complaint from *** regarding a final bill disputeI have reviewed the customer's bills showing when they ported out their phone number to another provider it converted their CenturyLink account to a stand alone internet account with an new number from
*** to ***This happens because we don't know when the customer's home phone number will actually be ported over to a new carrier and the number needs to be active to port over. I do show we did backdate the CenturyLink charges to Feb as shown on the Feb 18, bill the remaining charges are from Dec 16th to Feb for service received but not paid forThe last payment we received was from the Nov 16th bill of $161.03. Any *** ** charges would need to be disputed with them since we only bill and pay them for all charges they send usWe don't have any access to their systems any disputes would need to be addressed by the customer and *** ** we are separate companies. Since there are no active CenturyLink nor *** ** accounts for this customer any credits back from *** ** would be in the form of a check or gift card from *** **They are unable to send credits to the closed CenturyLink account. We understand how this can cause confusion especially when a customer ports out their home phone to another provider we hope this explanation helps the remaining charges are valid.Sincerely,Mr.***

I have reviewed the Revdex.com Complaint from *** wanting to be notified when internet service becomes available at their addressWe do have a way to notify her when internet becomes available but it does require an email address to be put on the listIf they have an email they can
add themselves to the list on our website *** via this link *** we hope this helps.Sincerely,***

I reviewed the complaint from *** regarding disputed *** ** charges on a closed accountI show the customer was billed for *** ** services on our Oct 3,bill for the period of 9/18/17-/10/17/for $The NovCenturyLink statement was credited back for *** **
charges to 10/1/for a total credit of $47.93. This credit from *** ** reduced the amount due to us to $36.66. Unfortunately our two companies bill for different service periods which makes it hard to guess what the final amount due will be upon placing a disconnect orderWe can always try to estimate but the final bill shows the exact amount due or credited based on the billing periodsWe apologize for any misquotes on what the final bill would be as a courtesy I have credited the remaining balance for the frustration causedSincerely,***

09/23/ CenturyLink has reviewed our previous responses to Mr***’s issueI have provided autopay attempt dates and dates of the letters to advise Mr***: ________________________________________________________________________________...⇄ 05/24/$payment Card issuer denied 05/25/Letter sent to advise of payment failure 06/27/$payment Card issuer denied 06/27/Letter sent to advise of payment failure ________________________________________________________________________________...⇄ It is customer responsibility to review bill statements on a monthly basis to ensure proper billing, payment and programmingIt is also customer responsibility to provide a valid method of payment while enrolled within autopay After careful consideration, we find our original investigation and response to be valid. CenturyLink finds the restoral fee to be sustained as valid and has closed this complaint Sincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received the Revdex.com rebuttal from Mr*** ***I apologize that Mr*** did not accept the previous responseCenturyLink regrets that Mr*** has decided to disconnect his serviceCenturyLink had already adjusted the additional Directory Assistance charges that appear on the April bill as noted previously in our original response, “I have adjusted an additional $-of the charges that appear on the April 12th, statement as a courtesy as well.” $-+ $-for total adjustment of $-Per the original response, a CenturyLink technician was again dispatched to test the line up to Mr***’s network interface box and the report once again from the technician stated that it was “still testing good.” CenturyLink is responsible for maintaining its network up to the demarcation point of the network interface box where it connects with the customer’s wiringFrom that point, the wiring and its’ maintenance is the responsibility of the customerThis is per FCC regulationsThere are other possible explanations as to why there are directory assistance usage charges from dialing even though telephones were not plugged in as Mr*** statesMonitoring and alarm systems, fax machines, computers, a short in the inside wiring, and possible unauthorized access to the jack inside the network box at Mr***’s home are a few examples.CenturyLink has reviewed our previous response to Mr***’s issue and after careful consideration we find that the original investigation and response to be validThe request for any further adjustments is deniedCenturyLink regrets any frustration that this issue may have causedCenturyLink has closed this complaint

Complaint: ***
I am rejecting this response because: I called today and cancelled my service, effective tomorrowI first contacted *** AGAIN and they attempted to help me resolve this as this does not agree with what they say they set up for me, nor the service order, but they were unsuccessful in assisting as wellTo add insult to injury, the rep new nothing about my multiple attempts to have this resolved and charged me the early termination fee that CL stated would not apply if I cancelledCL's responses are insulting and I have dedicated at least hours now to trying to have this fixed and not only are they not willing to discuss this matter with *** -- whom they partner with and allow to set up services, but they obviously do not document anything because their responses through this complaint do not correlate with my efforts, nor does anyone ever know anything about previous efforts when I call inFurthermore, I have recently just found out that they continued to charge me for months of service or more after disconnecting my last account with them when I movedI have owned two businesses prior to becoming a nurse and this is not how you treat people and is not an ethical way of doing businessI will never do business with Century Link again, but it seems I am one of thousands that feel this way based on internet reviews and complaintsI am also submitting a complaint to the *** ***'s office to report their unethical practicesI appreciate the assistance of the Revdex.com in trying to assist with this issueThank you!
Sincerely,

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 training.Upon review, I verified *** *** originally set up his
service with a year contract and upon expiration of the contract, a new year contract was added in September An email confirmation was sent to the email address he providedAlso, each month his bill has a contract statement on it showing contract dates and informationIn addition to *** ***’s contract, CenturyLink provided an additional discount of $for months as a loyal customer offerDue to the circumstances surrounding *** ***’s employment needs, I have waived the contract fee on his existing disconnect order CenturyLink apologizes for any inconvenience or frustration this issue may have caused *** ***.*** CenturyLink Customer Advocacy Group

Tracking numbers or receipt of proof of delivery: *** *** or service order number: ***I will like to get the non-returned merchandise charges removed. 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,
*** ***

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 Ms*** recently received from Centurylink representativesHer 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 wellWe have supplied Ms*** feedback to the appropriate parties for review and coachingSincerely, Mr***