CenturyLink

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, [redacted].  I would like to apologize for the less than exemplary service that Mr. [redacted] feels he recently received from CenturyLink representatives.  His comments are appreciated and, to...

improve customer service, will be investigated.  A Broadband Escalations Representative has checked Mr. [redacted]’s service.  He found thirty-three connected devices and a [redacted] router.  This may be too many devices for the 1.5 Mbps speed and the router could also play a part of the problem.  Our records reflect a speed test was done on March 16 and 29, 2016.  The upload speed was 1.21 Kbps on the 16th and 1.56 Kbps on the 29th.  Mr. [redacted]’s address does qualify for a faster speed, which would help with all the devices that are currently connected. The Broadband Escalations Representative also opened a ticket to have a technician dispatched to Mr. [redacted]’s premise to check the CenturyLink side of the side.  The technician was dispatch on April 9, 2016.  The notations indicate he “repaired cable”.  In an effort to satisfy, a credit for one month his Home Phone II package has been applied to the account.  A credit for $61.90 was issued on April 11, 2016 and should be reflected on the April 16, 2016 bill. Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/09/08) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
CenturyLink apologizes for the error and has negated the bill in its entirety. While the final bill has been negated, this may take up to 10 business...

days to reach all parties that may be involved.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.

Sincerely,
[redacted]
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
XXX-XXX-XXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

10/24/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] regarding bill credits.  Below are our findings: Upon research of Mr. [redacted]’s CenturyLink account, I found only 1 recent account and no accounts dates before 07/21/2016. I found that the service began on 07/21/2014 and was disconnected on 09/09/2016. Per the account notations the 30 day satisfaction guarantee was extended to 60 days due to out of service issues and multiple orders on the account. Below is the account order activity: ---------------------------------------------------------------------...⇄ [redacted] ---------------------------------------------------------------------------- [redacted] [redacted]----------------------------------------------------------------------...⇄  As the account had been active for 44 days, I have issued an adjustment to zero the final balance of $184.91 per the notation extension. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’s issue. We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situation. CenturyLink has closed this complaint. Sincerely, [redacted]

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account, [redacted].  I would like to apologize for the less than exemplary service that Ms. [redacted] 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.   I have requested an additional Prism return kit sent to Ms. [redacted].  While CenturyLink has yet to receive the equipment, an adjustment has been applied to the account, in an effort to satisfy.  A credit for $166.87 was issued on February 24, 2017.  The account currently reflects a zero balance due.   CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute. After investigation of [redacted]'s account it has been found that the early termination fee has previously been credited on the account and the account is now showing a zero...

balance. Centurylink apologizes about the frustration encountered. Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed bill involving a hook up and transfer fees. I would be happy to further assist but [redacted] didn't provide his mother's CenturyLink account number. Please have [redacted] provide this information. Sincerely,Mr.[redacted]

Initial Business Response /* (1000, 4, 2015/07/22) */
CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXX. I would like to apologize for the less than exemplary service that Mr. [redacted] recently received from CenturyLink...

representatives. His 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 do not indicate the Mr. [redacted]'s modem was returned to CenturyLink. Thus, he was correctly charged the purchase price of the modem. In an effort to satisfy, a credit for $106.49 was applied to Mr. [redacted]'s account on July 21, 2015. The account currently reflects a zero balance due. I have contacted our Collections Group and requested that all collections activity be ceased. CenturyLink regrets any inconvenience Mr. [redacted] has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do appreciate their positive response to credit my account and hope this matter is finished.

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review the handling of her account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review, I verified Ms. [redacted] has reported service and...

speed issues recently. Our technician identified the line was damaged and he repaired it on 04/25/2018. Ms. [redacted] has 100 meg service and per technical support, the service is operating properly. I issued a $25 credit to Ms. [redacted] account due to the issues she has experienced.  CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted].Amber

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review the handling of her account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review, I verified Ms. [redacted] has worked with...

Matthew in the executive office team. He has corresponded with Ms. [redacted] regarding her concerns. He is her point of contact concerning her CenturyLink account. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted].AmberCenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr. [redacted] R. [redacted]. Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issue. I would like to apologize for the less than exemplary service that Mr. [redacted]...

recently received from CenturyLink representatives. His 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. CenturyLink appreciates the opportunity to review Mr. [redacted]’s concerns. To change Auto-Pay information, a customer can either access the form online via their MyAccount or [redacted], or call the Auto-Pay Center at [redacted] to request a form. The customer can mail their completed form to Automatic Payment Center, CenturyLink, [redacted]. An agent cannot change the information over the telephone. I have contacted Auto-Pay and a form is being mailed to Mr. [redacted]’s billing address. Once again, CenturyLink regrets any frustration and inconvenience this issue may have caused. Sincerely, [redacted] CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding experiencing issues trying to get their service disconnected. I'm sorry to hear about this situation and would be happy to help if the customer can provide me with their CenturyLink account number. Unfortunately I was unable to locate it with the...

information provided.Sincerely,Mr.[redacted]

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training.Upon review, Our records indicate we have not received Mr....

[redacted]’s modem. If he can provide a [redacted] tracking number or any information that may assist in showing the modem has been returned to CenturyLink, we will be happy to adjust the unreturned modem fee. The confirmation number Mr. [redacted] has included in the complaint, is the disconnection order number provided to him when he cancelled his service. During previous calls, Mr. [redacted] has been advised we need this information.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].AmberCenturyLink Customer Advocacy Group

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. The customers move generated prorated charges and one-time charges for the move. The autopayment and paperless billing promotional rate and the loyalty customer credits...

that the customer is receiving will expire in three months as they are in the ninth month of 12 as is clearly printed on the bill. At that time, the bill will increase approximately $22.05 Centurylink has revamped its entire pricing structure and the customer will need to call in when these promotions expire or the bill will go to the regular month to month rack rate. The new price for life prices are very competitive and do not require any term commitment from the customer. Loyalty offers as are the respective promotional offers are limited to 1 in a 24-month period and not always available depending on the offers accepted at the time any change is made. The new price for life will be an option for the customer when the current promotion and loyalty discounts expire. The customer, prior to this reply was issued a courtesy adjustment in the amount of $25.00 and no further adjustments are warranted. Centurylink provides that this is sufficient to meet the settlement requested in this complaint and close the complaint as resolved.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted] Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CenturyLink appreciates the opportunity to review [redacted]’s accounts, [redacted] and [redacted].   Our records indicate [redacted] spoke with a representative on August 29, 2013 and placed her Internet service on vacation suspension, which bills at $9.99 per month. ...

A six-month promotional discount was also applied, giving her a $9.99 discount for six month.  Our records do not indicate [redacted] called to question the $9.99 monthly charge until May 22, 2017.  In addition, she paid the monthly bill, which included the $9.99 charge.   On May 22, 2017, [redacted] spoke with a representative regarding the Internet charges.  Orders were issued to remove the vacation suspension and disconnect the Internet service.  Due to an order error, the order to remove Internet never completed.  Thus, [redacted] was charged full price for her Internet service, as reflected on the June and July 16, 2017 bills.  CenturyLink received a request to migrate [redacted] telephone number to another company on August 5, 2017.  [redacted] account number was changed to [redacted] for billing of her Internet service.   An order to disconnected account [redacted] was issued on September 5, 2017, with an August 10, 2017 effective bill date.  The effective bill date will credit previously billed charges back to August 10, 2017, the date [redacted] telephone number was migrated to the new provider.  In addition, an adjustment for the Internet charges that appeared on the May, June, July bill on account [redacted], as well as the Late Payment Charges on the July bill has been issued.  A credit for $192.65 was issued on September 5, 2017 and should be reflected on the Closing bill.   Since our records do not indicate [redacted] called to dispute the $9.99 vacation suspension charge, CenturyLink respectfully denies [redacted] request for further compensation.  CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

I have reviewed the complaint from Brittany disputing an open account at her previous address without her knowledge. I verified there was no internet usage on the account in question. I have disconnected the account order number D81346605  and backdated all charges to the...

activation date. It seems this account  was set up at Brittany's  old location trying to restore service that was canceled early before her move. If Brittany has any questions when she receives her revised final statement she can email me directly for further assistance  [redacted]. CenturyLink apologizes for this error and will continue to help if needed to ensure it's resolved. Sincerely,Mr.[redacted]

Complaint: [redacted]
I am rejecting this response because the response does not address why the technician did not make any contaction to ensure the service was restored. I was without service for over 24 hrs  which resulted in the lost of income. Due to working from home and relying on my Internet service .  I was offered 6 months of service for free. This offer was confirmed by a representative during my conversation in June, but century link refuses to honor this offer.  I am requesting my service be disconnected immediately and to reserve a credit to zero out my account due to all the misinformation. And fraud. That has been committed. I would also like a email confirming this has been completed.   I will be contacting the fcc and [redacted] utility commission if I do not receive a confirmation withing 4 days 
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   While the customer has expressed that there is an issue dealing with customer service and is disputing a charge o billing amount, there are no other specifics to how or why that is.  ...

If the customer could provide specifics as to why they are disputing this amount, whet specifically they are indicating needs to be resolved regarding the bill and why they think this is so CenturyLink would be happy to review accordingly.   They can reply via the Revdex.com or contact the manager handling the complaint directly at Steve.Schwartz.com with the specifics requested and a review and resolution can be provided.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CenturyLink appreciates the opportunity to review Mr. [redacted]’s account, [redacted].  I would like to apologize for the less than exemplary service that Mr. [redacted] recently received from CenturyLink representatives.  His 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.    Directory Assistance charges are reflected on the November 2017 to February 2018 bills.  According to the notations on the account, Mr. [redacted] was advised in 2016 to contact repair to report the problem.  Our records do not reflect a repair ticket was opened.  The first notation on the account (since 2016) that indicates he was disputing the charges was on January 22, 2018, when it appears he was referred to repair.  Since Mr. [redacted] disconnected his account on February 9, 2017, we are unable to investigate the issue to determine if the charges might be related to a repair issue.   While CenturyLink records indicate the charges are valid, an adjustment for the charges from November 2017 to February 2018 bills has been applied to the account, in an effort to satisfy.  A credit for $112.87 was issued on March 7, 2018.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me leaving the account with a zero balance. Thank you for stepping up and making this terrible situation right. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. 
I appreciate the apology but I do hope that the company will have a conversation and training with employees about good customer service in regards to this matter.  Because the customer service reps were so rude and unknowledgeable , and because of the wasted hours spent trying to find a resolution, Centurylink has lost me as a loyal customer.  To clarify, I don't think that anyone should lose their job, but I do feel that training is in order to promote better customer service.  I also would hope in the future that Centurylink will be honest and careful in their advertising.

Sincerely,
[redacted]