CenturyLink

07/13/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Ms. [redacted]’s CenturyLink account, I found that the agent Ms. [redacted] did offer misinformation about the phone number being forwarded to...

Ms. [redacted]’s cell phone. The agent stated that the number could be forwarded to refer Ms. [redacted]’s cell phone for 90 days. CenturyLink offers a free telephone number referral where calls to the home phone number will hear an automated message that the number is no longer in service and callers are referred to a suggested number such as a cell number. The request to have calls forwarded to a cell phone is described as follows with a monthly fee and a possibility of long distance charges:------------------------------------------------------------------------...⇄ Call Forwarding to Local Number: Automatically forwards calls to another telephone number within the same local calling area. Nonrecurring Charge: $38.50; Usage Charges: $0.02/ minute.OrRemote Call Forwarding to Long Distance Number: Enables callers to contact customer long distance by automatically forwarding calls to a long distance number. Customer pays toll instead of caller paying toll. Monthly Rate: $22.00; Nonrecurring Charge: $38.50; Usage Charges: Varies based on Long Distance carrier.------------------------------------------------------------------------...⇄ CenturyLink does not offer a free remote call forwarding service. Should Ms. [redacted] wish to subscribe to the free number referral for 90 day or the remote call forwarding (for the additional monthly, nonrecurring charge and fee plus long distance/usage fees), then she may call CenturyLink’s customer service at [redacted] to request the changes (as the changes would either reveal Ms. [redacted]’s cell phone to every caller or there would be billed fees depending upon her choice; either option requires verbal account verification and verbal consent).  CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [redacted]’s issue. We regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situation. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

10/11/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon receipt of Mr. [redacted]’s Revdex.com, I had requested CenturyLink’s repair escalations to contact Mr. [redacted]. Several attempts were...

made to contact Mr. [redacted] by phone and email. Mr. [redacted] responded via email stating his modem was the issue and he was going to get a new one. [redacted] (repair escalations), offered compatibility matrix of modems and assistance. Mr. [redacted] has not responded since. Mr. [redacted]’s pricing was at a discounted rate during the move of his service however that expired on 03/20/2016 after on the move on 03/10/2016. There had been no contact to CenturyLink regarding pricing until 09/08/2016, nearly 6 months after the previous promotion expired. CenturyLink allots 3 months to dispute pricing/billing. On 10/10/2016, Mr. [redacted] contacted CenturyLink about pricing again. Mr. [redacted] was offered a new promotional rate for a 24 month term commitment promotional discount, an additional loyalty promotion for 12 months and a onetime courtesy credit of $40.00. Mr. [redacted] denied the offer as he wanted the promotional discount backdated. He was advised of the promotional timeframe for disputes and policy of no backdating promotions. CenturyLink has made offers to add a new promotional discount going forward and to assist with the internet issues. All offers have been denied by Mr. [redacted]. CenturyLink has closed this complaint with no credit being warranted and advise Mr. [redacted] to contact CenturyLink support at [redacted] for any internet issues. Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute. After investigation of Mr. [redacted]'s account it has been found that the customer did agree to a 2 year agreement as stated. Our records indicate that account...

[redacted] which is being billed an earlier termination fee was set up and installed on 09/22/16. With order number [redacted]. After our investigation it has been found that the account in question was canceled before the agreed upon contract end date which is stated on the customers monthly billing statement. Centurylink sustains the early termination fee and has closed this complaint. Sincerely, [redacted]

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Our records indicate the account was correctly suspended for non-payment on October 27 and November 28, 2017.  Because it can take three to five business days for a payment to process, Ms....

[redacted]’s account was restored on November 16, 2016 prior to the payment posting.    Ms. [redacted] was required to pay $121.58 to have the service restored on November 16, 2016.  The October 16, 2016 bill reflected a past due amount of $59.79, new charges for $61.79, for a total amount due of $121.58.  The new charges ($61.79) were due by November 5, 2016.  Thus, on November 16, 2016, she needed to pay the entire amount due to have the service restored.    Ms. [redacted] was correctly billed a $25 restoral charge.  When it was determined the wrong credit card was used, the account was suspended again on November 28, 2017.  The account was disconnected on January 16, 2017, with an effective billed date of November 28, 2016.    While Ms. [redacted] was correctly billed the restoral fee, an adjustment has been applied to the account.  A credit for $25 was issued on January 25, 2017.  CenturyLink regrets any inconvenience Ms. [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.
Thank you forlooking into this, my acct # is [redacted]
Sincerely,
[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, I verified Mr. [redacted] was sent out a...

refund check for the amount of $179.70. The refund covers the early termination fee that is being disputed. Mr. [redacted] assured me he was fully satisfied with the refund and resolution. ** CenturyLink Customer Advocacy Group

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, Mr. [redacted]’s concerns were resolved on...

February 15, 2017. At that time, credits were given to zero out all final charges in dispute. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted]. ** CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because: although the AG is involved, we are still running into issues regarding them following through on resolution.  If I do not receive a corrected bill as promised by 5/5/17, I am moving forward with small claims court for all incorrect billing, time spent dealing with the issues for over 8months, lack of internet service pending resolution, and any and all court related costs.  This is my last response to the Revdex.com.  Any further action will be addressed in court.
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a billing dispute. After investigation of  Ms. [redacted]'s  account it has been found that on 11/15/16 an agent put in a request for a $50 Visa card and applied a credit for $50 dollars...

towards the customers bill to resolve this situation. We apologize about the frustration encountered and appreciate the opportunity to investigate Ms. [redacted]'s concerns. Sincerely, Mr. [redacted]

Complaint: [redacted]
I am rejecting this response because: Nothing was said in the phone conversation when I placed the order about that price only being good if I accepted ebill and auto pay.  That is a lie.  Since you went back and reviewed the recorded conversation could you send me a copy of it?  I would like to hear it because apparently I wasn't present for that portion of the conversation.   Your sales people will say anything to get the sale.Clearly you care nothing about your customers, your lying sales people or your customer service. 
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a billing dispute. After investigation of Mr. [redacted]'s mothers  account it has been found that the requested $25.00 dollar credit has already been applied to the account and the account is...

now at a zero balance and closed. Centurylink apologizes for any frustration. Sincerely, Mr. [redacted]

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.  I really appreciate you helping me resolve this matter.  I tried several times myself with continued problems!!  It is such a relief to know I can be done with them, but disappointing in their tactics after being such a loyal customer for over 6 years.
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. Our records indicate Ms. [redacted] disconnected her account on March 14, 2016.  A credit was applied to the account on April 7, 2016 for Prism charges.  I will continue to monitor the account and make any necessary adjustments, once the April 28, 2016 bill has been generated.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

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] 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 indicate Mr. [redacted]’s account was established on November 17, 2017.  From the information provided in the Revdex.com complaint, Mr. [redacted] was quoted $104 per month.  Generally, the quoted rate does not include taxes, fees, and surcharges.  Upon review of the November, December, and January bills, Mr. [redacted] is billing at $106.97 before taxes, fees, and surcharges.  I apologize for any confusion that occurred.   On Mr. [redacted]’s December 25, 2017 bill, he is billing $13.25 for Taxes, Fees, and Surcharges for Local Services, as reflected on page 4 of the bill.  However, this amount does not include the surcharges and fees reflected on the page 3 of the bill (2 Federal Access Charges, 2 Access Recovery Charges, Non-Telecom Svc Charge, Internet Cost Recovery Fee) and the Long Distance charges on page 5 of the bill.  Mr. [redacted] is billing correctly for the products and services on his account.  CenturyLink is unable to provide service for $104 total with the products and services currently on the account.   In an effort to satisfy, an adjustment for the difference in the billed rate for November, December, and January and the quoted rate ($104) has been applied to the account.  A credit for $254.32 was issued on February 6, 2018 and should be reflected on the February 25, 2018 bill.  In addition, if Mr. [redacted]’s decides to find a new provider, all Early Termination Fees that might be applied will be waived/adjusted.  This offer is valid until March 7, 2018.  Mr. [redacted]’s needs to contact the Business Office (888 544-4495) by March 7, 2018 to have an order issued.    Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because:Billing was erroneous and instead of resolving the issue, century link charged late fee and reconnect fee. Besides this is only March billing, century link has been charging an average of $50 per month per details I attached in my earlier response. This is a billing practice that Century link is using for this region. It mush be referred for class action.
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a billing dispute. After investigation of  Mr. [redacted]'s account it has been found that an early termination fee was charged when the customer canceled services. I have emailed the customer to...

collect other details regarding this situation to come to a resolution for the customer given the circumstances of the move. Sincerely, Mr. [redacted]

05/05/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Mr. [redacted]’ CenturyLink account, I found the CenturyLink order placed by Mr. [redacted] online included CenturyLink’s high speed internet. Below...

is the monthly billing that requires CenturyLink’s autopay and paperless billing for the full discount (1st month includes the full discount):Internet 74.00 High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month 1 of 12  -44.05 --------------------------------------------------------------------------------...⇄ Monthly Charges Total $29.95 (before taxes, fees and surcharges, price will increase by $10.00 should Mr. [redacted]  not subscribe to CenturyLink’s autopay and paperless billing)Advanced Modem - Lease 9.99 (before taxes, fees and surcharges)Since the Direct TV is not combined billed with the CenturyLink billing unfortunately, I was unable to research the order or the quoted price. I called Direct TV about the order and found CenturyLink did placed the order via a retail store. Direct TV sent an order confirmation that included confirming a 24 month contract and early cancelation fee if disconnected before the 24 months, the first 12 month promotions included, pricing during the first 12 months and after to the end of the 24 month commitment and the 3 free months of the premium movie channels with the cost after the 3 months if not removed. This information was also provided as a required signature from the technician installing the Direct TV (Direct TV confirmed the signature). As Mr. [redacted] was advised at least a minimum of 2 times before the install of the Direct TV of the above information and allowed the install of the Direct TV and signed the Direct TV agreement, CenturyLink finds this issue to be closed. Sincerely,[redacted]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 complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. All charges related to the initial...

voice services have already been negated from October 1st, 2017 up to the date the change order went through on December 22, 2017. The bill currently has a credit balance of $41.19. The only pricing available for the speed that the customer has is as it is billing right now at $55.00 a month; this too is reflected in the most recent bill and is effective as of October 1st, 2017. CenturyLink provides that this addresses the issues mentioned in the complaint.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve Schwartz

I have reviewed the Revdex.com Complaint from [redacted] regarding a final bill dispute. I have reviewed the billing statement showing he balance was $161.70 which I have adjusted off the closed account due to the misquote the account now has a zero balance . We apologize for the error...

and the frustration it has caused. Sincerely,Mr.[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   Prior to the changes made to the account in February, u p until around November 2015, the services used generated a bill that averaged around $90.00.   A surge in usage staring in December of 2015 and again in January created bills near the $200.00 mark.   According to notations on the account the reason the changes were requested in February by Mr. [redacted], an authorized party on the account, was to provide more service and features as the current service in place was in need of substantial changes and as long as it was near or less money the services might as well be upgraded to reflect the needs of the business.   The account indicates the information as to who was authorized on the account was last update on May 1st, 2016 and is presumed this may have been the date when persons of note in the complaint were added as responsible parties.   Since the changes were made by an authorized person on the account they are valid.   That said, usage on the lines fell off again towards the end of the service indicating that this may have been due to Mr. [redacted] or anyone at the service location allowing or disallowing the use and while the cost of the changes are substantial they would have been incurred on the previous type of line as measured service is not designed for the use the line started accommodating back in December.   Based on the customers statements it is fair to say that Mr. [redacted] may have contributed to this internal situation and the departure of Mr. [redacted] and new management decided to use different services and canceled the service in this complaint.   In doing this they did incur prorated early termination fees of  $366.67 and $183.33 respective of the lines associated with the term agreements put in place when Mr. [redacted], and authorized party, agreed to the service and the early termination fee if services were terminated prior to the term commitment.   The fact that the usage would have created roughly the same monthly charges as the new phone service cost the monthly reoccurring charges will not be adjusted.   In lieu of the complainants’ current claim that Mr. [redacted] should not have made those changes or agreed to such a service package, CenturyLink will adjust the early termination fees only in the amounts stated as follows:   Adjustment of the $366.67 plus applicable tax comes to $396.48, reference number [redacted]. Adjustment of the $183.33 plus applicable tax comes to $203.44, reference number [redacted]; the combined total of adjustments issued comes to $599.92.   At the time of the cancelation the date for the cancelation was backdated to the time that the disconnection should have been affective and the reversal of the monthly reoccurring charges for that time period were also negated.   The revised final bill balance of $902.40 less the adjustments issued leaves a revised final amount owing of $302.48.   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