CenturyLink

3/1/16 Centurylink has reviewed the customers account regarding they delay they experienced in getting internet service installed. The customer indicated they were advised a port was available. They were then advised facilities were not available. We were able to locate facilities with the...

customers order completed on 2/2/16. The $85 jack charges was credited due to the delay the customer encountered. Centurylink apologizes for the poor customer service received regarding this matter.[redacted]/Centurylink Manager

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. Currently the customer has...

discontinued service. CenturyLink looks at all areas of opportunity to expand and increase capacity and is constantly evaluating existing areas for speed and bandwidth upgrades. Currently the only available speed at the address listed is 8M down 896k up. If later it is reasonable for CenturyLink to invest in upgrades or expansion in this area the marketing and development teams at Centurylink would implement such.   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

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a repair dispute. After investigation of Mr. [redacted]'s account it has been found that on 07/25/16 a technician repaired a cable and the issue was resolved. The line signal is looking very stable at...

this time. CenturyLink apologizes for any frustration. Sincerely, Mr. [redacted]

CenturyLink appreciates Ms. [redacted] writing regarding her recent experience with our company.  I regret to inform Ms. [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation.  In order to investigate the complaint, I would need her brother’s...

name, address, or account number.  This information was not on the Revdex.com complaint I received.  Once this information is received, CenturyLink will be happy to investigate further.     [redacted] Customer Advocacy Group

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.
Sincerely,
[redacted]
I am now getting the proper speed for the most part. at the time of my last response I was not. Thank you for working with me on this issue. I sure hope the speed remains consistent.  Thank You again.

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.
Sincerely,
[redacted]

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint, reply and rejection to the response given. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training and that is applicable to this complaint. Part of the process on this side of the complaint is isolating the root cause and addressing it. This is an internal process and because the employee(s) may be bargained for employees and in the interest of privacy these guidelines and corrective actions are not publicly discussed. The complainant has indicated all that was requested in the complaint settlement have been met. CenturyLink provides that this is sufficient to close the complaint as resolved.   Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her accounts, [redacted] and [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.   Ms. [redacted] was billed a $112.27 Early Termination Fee on her Prism service.  In an effort to satisfy, an adjustment has been applied to account.  A credit for $140.56 was issued on September 7, 2016.  The account currently reflects a zero balance due.    CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

The company has called me and said they will send a tech out on 12/16/15.

I have reviewed the billing complaint from [redacted] regarding a balance due on a closed account. I was able to locate the closed account and show the adjustment was processed on 2/1/2017 the account now has a zero balance. We apologize for the confusion caused by us not doing a better job explaining the...

process for our 30 day guarantee trial promotion. The pre collections company will be advised the account has been credited. 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 satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/10/08) */
10/8/15 Centurylink has reviewed the customers account regarding A $100 Visa gift card they were offered when they called in to make changes to their service. The customer stated they decided to go with the three year price lock promotion. In...

order for customers to be on the three year price lock and be eligible to receive the $100 Visa gift card the customer would have had to added two new products such as a phone line and [redacted] TV service. The customer only added one product, a phone line. The three year price lock carries no term commit and the customer can disconnect services without penalty. The customers account was issued credit for the August bill $163.56 and the September bill $86.85. The customer carried a past due amount of $40 from their previous account number of XXX-XXX-XXXX. The customer would need to contact the business office to disconnect the phone line or all services as the responsible party is the only one who can make changes on their account. If the customer decides to disconnect service they need to make sure they return the leased equipment to avoid being billed. Centurylink apologizes for the misinformation and poor customer service received regarding this matter.
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did enjoy Centurylink as a carrier and I would like to continue as a customer, however as I mentioned the service offer did not require any other purchase with[redacted] tv. I have attached several screenshots of the offer and emails of the original offers verifying my claims. I also appreciate the offer of payment on the account. Although this is not the original offer I felt Centurylink made an attempt to meet me in the middle. My concern is that Centurylink has claimed the price lock guarantee and the monthly bill is different than the quotes and offers given me originally. I ask that the 3yr price lock is in fact applied to my account and that the cost remain as promised. The bill for both,the phone and internet should total $64.95 as promised. I would like to continue as a Centurylink customer if this offer/price quote can be fullfilled.
Final Business Response /* (4000, 13, 2015/10/26) */
10/26/15 The package rate bills at $75 a month minus the $10.05 internet and home phone unmlimited 3 year price lock discount reduces the package rate to $64.95 before taxes and surchages are applied. The customer is receiving two additional discounts a $10 loyalty discount for twelve months as well as a $13 loyalty discount.The charges billed for services are correct. Agsin the customer can disconect the services with no penalty
[redacted]/Centurylink Manager.
Final Consumer Response /* (2000, 15, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer with the discounts applied. I feel Century Link made an attempt to resolve this issue.

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. 
Sincerely,
Kelli Vergini

I have reviewed the reply from [redacted] regarding her account status. The account [redacted] is closed all charges were adjusted she can call 18002441111 to confirm or use our live chat help option on our website www.CenturyLink.comSincerely,Mr.T[redacted]

02/02/2017  The bill statement that Ms. [redacted] is referring to was not paid by CenturyLink nor was it present as a charge on any of her CenturyLink bill statements. The only reference to this bill/payment was a receipt for payment on her 12/03/2016 [redacted] statement (not a charge on the CenturyLink bill statement simply a receipt of payment).  I advise Ms. [redacted] to review the clip of the [redacted] 12/03/2016 statement listed below (the first bill statement CenturyLink paid [redacted] on her behalf for combine billing that appears on her 12/19/2016 CenturyLink Billing) which reflects her previous balance for the 11/03/2016 [redacted] statement was $64.22 and the payment she made directly to [redacted] for $63.53: CenturyLink Billing Date  Dec 19, 2 [redacted] Account Number: [redacted] Monthly Charges  --------------------------------------------------------------------------------...⇄ Balance 64.22 11/18 -  Payment - Thank You - [redacted] -63.53 12/03 - 01/02 CHOICE (all included) 104.00 Monthly  12/03 - 01/02 [redacted] [redacted] 53.99 Monthly  12/03 - 01/02 [redacted] Protection Plan 7.99 Monthly  09/03 - 11/02 [redacted] 2016 0.00 Subscription Service  --------------------------------------------------------------------------------...⇄ Monthly Charges Total $166.67  Related Monthly Charges --------------------------------------------------------------------------------...⇄ Regional Sports Fee 1.97 11/16 Tax Adjustment -0.69 12/03 CHOICE (all included) -44.00 $44 off for 24 Months  --------------------------------------------------------------------------------...⇄ Monthly Charges Total -$42.72  Taxes, Fees & Surcharges --------------------------------------------------------------------------------...⇄ Service Sales Tax 7.97 --------------------------------------------------------------------------------...⇄ Fees & Surcharges Total $7.97 --------------------------------------------------------------------------------...⇄ Television Charges  $131.92 ________________________________________________________________________________...⇄  CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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] is now on our direct payment...

option; all future payments should process without any further issues. I made contact with Mr. [redacted] for further discussion regards to his internet concerns. Mr. [redacted] has been upgraded to 12mb, performance issues are still a concern. I have forward Mr. [redacted]’s information on to our tier 2 internet manager for a full investigation. I provided Mr. [redacted] my direct contact information for any further questions or concerns in regards to this complaint. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group Tell us why here...

CenturyLink has received the Revdex.com rebuttal from Mr. [redacted]. CenturyLink appreciates Mr. [redacted]'s business and for bringing his issue to our attention. CenturyLink has reviewed our previous response to Mr. [redacted]’s issue and after careful consideration we find that the original investigation and response to be valid. Mr. [redacted]’s request for CenturyLink to adjust the cost of his modem purchase is denied. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy

05/31/2016 CenturyLink has reviewed our previous responses to Mr. [redacted] issue. After careful consideration, we find our original investigation and response to be valid.  As service for no contractual promotional discounts is billed at standard rate and Mr. [redacted] had requested a reduction in pricing and accepted the 12 month contractual promotional discount and was reminded on every bill statement,  Service Period: Oct 22 - Nov 21 You are receiving a reduced monthly rate for your High-Speed Internet service because of your 12 month term commitment. When your current agreement expires on 10-07-2016 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless Bill.   CenturyLink finds the early termination fee to be sustained as valid with no credit adjustment being warranted. CenturyLink has closed this complaint.  Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by Mr. and Mrs. [redacted] and found the following:   Prior to this reply, the discontinued service at the location listed in the complaint.   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

Complaint: [redacted]
I am rejecting this response because: Thank you for giving me the same run-around tat I have received from [redacted] and Century Link for months.  I have stopped paying Century Link. and will take what ever actions I must if reported to credit bureau.  Has any body really read the details of my complaint?
Sincerely,
[redacted]