CenturyLink

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, [redacted]  Our records indicate Mr. [redacted] disconnected his account on November 29, 2017.   Our records do not indicate CenturyLink received the leased modem.  Thus, he...

was correctly billed the purchase price of the equipment, $105.99, on January 15, 2018.    While the charge is valid, an adjustment has been applied to the account, in an effort to satisfy.  A credit for $105.99 was issued on April 23, 2018 and the account currently reflects a zero-balance due.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   Margaret 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 changes were made to the account on July 6, 2016 when Prism and new promotional discounts were added.  The account was disconnected on August 5, 2016.  From the notations on the account, it appears Mr. [redacted] was misquoted.  CenturyLink received one payment for $145.58 on August 15, 2015.    In an effort to satisfy, a credit for the difference in the payment that was made and the quoted rate has been applied.  A credit for $65.58 ($145.58 - $80) was issued on September 13, 2016.  Since the account is closed, a refund check will be generated.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, ###-###-#### [redacted].  As reflected on the monthly statement, Mr. [redacted] was receiving a reduced rate for his Internet service because of his twelve-month commitment.  Mr. [redacted] disconnected his...

account on February 19, 2016, which was prior to his October 26, 2016 commitment.  He was correctly billed a $200 Early Termination Fee on the February 29, 2016 Closing statement. In an effort to satisfy, CenturyLink has agreed to adjust the Early Termination Fee.  A credit for $200 was issued on March 9, 2016.  The current balance due is $54.02.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates [redacted] giving us the opportunity to review her concerns regarding billing discrepancies for internet service. I would like to apologize for the less than exemplary service 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 a credit adjustment for $444.61cr was issued on March 16, 2016 which zeroed out the account. CenturyLink regrets any inconvenience Ms. [redacted] experienced. [redacted]CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   Only one of the last 6 months of bills has been over the normal range noted in this complaint. It reflects the charges for the services, some of which ere no...

longer discounted and a prorated amount based on the new promotion and services.   The customer has also been given stacked loyalty/retention offers than ran parallel to the price lock but expire at different dates which will affect the bill going forward when they expire.   All of this is on the bill, the date’s times and amounts of all charges and the date’s times, terms and amounts the separate loyalty discounts are applicable to are also listed on the bill.   On November 23rd, 2016 the customer called in and engaged our retention department who made the needed corrections to the account and covered what to expect going forward.   A $45.00 adjustment was issued at that time to cover any difference that was quoted in error by the previous consultant that made changes on the first service odder change request; no further adjustments are warranted.   It is important that customers read the bills line by line so that they are aware of any discounts, any terms commitments that are applicable and when they expire so that they can proactively engage CenturyLink and are not surprised when there is a price increase to the expiration of any promotional or loyalty discounts.   At this time it appears that everything requested in this complaint ahs been done and CenturyLink submits that this is sufficient to close the complaint resolved.   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

I have reviewed the Revdex.com Complaint from [redacted] regarding an equipment charge dispute. I reviewed the closed account and show we were able to verify the equipment return via the tracking number provided by the customer and credited all charges. We apologize for the time and...

frustration for our customer understanding how frustrating this issue would be. The closed account has a zero balance as of 9/21/16.Sincerely,[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   With all due respect, waiving the early termination fee is a courtesy that is extended to the customers that serve and this has already been done.   Centurylink takes a substantial loss...

to provide the promotional discount to the customer that takes the duration of the term to make up or just break even.   When the customer signs up for service, if they know they are no going to be there long enough to fulfill the term, they often get the service at the regular rate negating the issue of a term obligations knowing that they are going to be re-deployed or moved.   In instances where they are not aware and have orders to move to an area that does not provide the service the fee, as a courtesy to the men and women of the armed services, this is usually waived.   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 has reviewed our previous responses to Mr. [redacted]'s issue.  The bill were reviewed and the rate for the service is accurate and correct.  After careful consideration, we find our original investigation and response to be valid.  CenturyLink has closed this complaint. Sincerely, Mr. C[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   The effective billing date for all CenturyLink services was dated for April 29th, 2016. Any charges paid or billed up to June 6th for CenturyLink services have already been backdated to that...

April 29th effective billing date.   The customer received a refund for those CenturyLink charges in the amount of $60.79.   The other charges were invoiced to Centurylink from [redacted] and covered the customer for those services provided by [redacted].   These are invoiced to CenturyLink and already paid, in advance of the billing so that the customer does not experience and interruption in service.   Any and all [redacted] charges in this case are valid and have already been paid to [redacted] by Centurylink and subsequently paid for by the customer.   Any disputed charges incurred from [redacted] are not adjusted by CenturyLink as we are merely a third party biller in this case. The customer is responsible to contact [redacted] and cancel the [redacted] services if they no longer wish to have them.   Since the CenturyLink services were canceled the customer’s payments to cover the [redacted] portion of the bill are good for services rendered by [redacted] up until the dates the last invoice was received and paid for by CenturyLink.   The customer will need to petition [redacted] for any period of time they charged the customer VIA CenturyLink that the customer feels are in error as again, CenturyLink is just a third party biller in this instance, not the company that generated the charges.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint.     Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Initial Business Response /* (1000, 13, 2015/10/02) */
I have received and reviewed the Revdex.com complaint from [redacted] regarding a poor customer service experience from one of our Consultants. I have reviewed the notes on the account and show the Consultants Supervisor called our...

customer back on 9/29/15 to address the poor service provided. I contacted the Supervisor who informed me they did listen to the call and provided the feedback and training to the Consultant ensuring others don't have the same experience. CenturyLink would like to apologize for this uncalled for customer service experience.
Sincerely,
Mr. [redacted]
Customer Advocacy
Initial Consumer Rebuttal /* (2000, 15, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was the outcome I was expecting.

06/20/2016 CenturyLink 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 that service for CenturyLink’s phone, internet and Prism with account number [redacted],...

was installed by a technician on 10/14/2015 for the quoted monthly recurring charges of the following (before taxes, fees and surcharges):____________________________________________________________________...⇄ Local Phone Service - Residence Line 14.80 [redacted] Internet - High-Speed Internet $71.00 High-Speed Internet Discount -$41.05 Advanced Lease Modem Discount 12 Month -$8.99 Advanced Modem Lease $8.99 --------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $44.75 Prism™ TV Monthly Charges PRISM ESSENTIAL $74.99 PRISM ESNTL $40 OFF 12MO contractual promotion -$40.00 FIRST SETTOP BOX $9.99 --------------------------------------------------------------------------------...⇄ TV Monthly Charges Total $44.98__________________________________________________________Total Monthly package charges $89.73 (before taxes, fees and surcharges)_____________________________________________________________________...⇄ had sent 6 bill statements during this timeframe Mr. [redacted] made only 1 payment as shown from clips of Mr. [redacted]’ bill statements sent before the change of service:________________________________________________________________________...⇄ Number [redacted] 10/26/2015 Previous Balance  0.00 New Charges $104.98 ------------------------------------------------- Total Amount Due  $104.98 Payment Due By 11/14/15 --------------------------------------------------------------------------------...⇄ Balance  104.98 New Charges $ 113.68 ------------------------------------------------- Total Amount Due  $218.66 Payment Due By 12/17/15 --------------------------------------------------------------------------------...⇄ Balance  218.66 Payment Received 12/7/15 Thank you!  -104.98 New Charges $ 125.39 ------------------------------------------------- Total Amount Due  $239.07 Payment Due By 1/17/16 --------------------------------------------------------------------------------...⇄ Balance  239.07 New Charges $ 115.60 ------------------------------------------------- Total Amount Due  $354.67 Payment Due By 2/14/16 --------------------------------------------------------------------------------...⇄ Balance  354.67 New Charges $ 110.18 -------------------------------------------------Total Amount Due  $464.85 Payment Due By 3/17/16 --------------------------------------------------------------------------------...⇄ Balance  464.85 New Charges $ 125.68 -------------------------------------------------Total Amount Due  $590.53 Payment Due By 4/15/16 ________________________________________________________________________________...⇄ 12/07/2015, Mr. [redacted]’ account was suspended for non-payment. Mr. [redacted] called the same day to inquire why his service was not working. The agent he spoke with advised of the suspension for non-pay and worked out a payment arrangement with Mr. [redacted] to pay $104.98 that day to restore the service and Mr. [redacted] agreed to make another payment of $113.67 by 12/17/2017.  The next contact was on 04/13/2016 when Mr. [redacted] called to CenturyLink customer service and had requested to disconnect the CenturyLink phone and Prism service and to retain the CenturyLink internet with a new 12 month contractual promotional. The order was placed per Mr. [redacted]’ request and was completed on 04/15/2016 with the account number [redacted] (the account number changes due to account numbers are the phone numbers associated with the account, when an account is converted to just internet the previous phone number is removed to be used by another customer in the future and a product id number is assigned).  The review of calls to CenturyLink repair showed the initial install on 10/14/2015 and then Mr. [redacted] called on 04/15/2016 stating his service was not working. A technician was dispatched on 04/17/2016, in which he replaced the modem/router and replaced the jumper as both were set for service with Prism. Mr. [redacted] to CenturyLink customer service on 05/16/2016 disputing his bill statement stating his bills were not correct when he had Prism service and he was not supposed to be charged for a lease of the modem or the early termination fee for the Prism service. Below is the 1st bill statement clip with the new account number:_________________________________________________________________________...⇄ Number [redacted] 04/29/2016Previous Balance $590.53 Adjustments $47.01 (Prorated reversal of promotions issued in advance for Prism and the phone package)New Charges $71.54 (includes prorated charges and a month in advance for internet charges for the timeframe of 04/15/2016 to 05/28/2016; reversal of the phone, internet and Prism monthly charges from 04/15/2016 to 04/25/2016 (previously billed on the previous account number’s 03/26/2015 statement; a charge for the early termination fee for disconnecting the Prism service before the 12 month contractual expiration date of 10/14/2017; Leased modem/router charges (as the promotion for 12 months free of leased modem fee was part of the Prism discounts and since the Prism was disconnected the promotion was not valid); late fees; taxes; fees and surcharges)-------------------------------------------------Total Amount Due $709.08 ________________________________________________________________________________...⇄ agent Mr. [redacted] spoke with did issue manual credits in the amount of $141.88 ($80.00 early termination fee + $61.88 for promotional discount and modem router fees). The credit posted to Mr. [redacted]’ account on 05/20/2016.  On 05/18/2016, Mr. [redacted] requested to have the internet service disconnected. The order was placed and the service was disconnected on 05/19/2016. As Mr. [redacted] was in a new 12 contractual promotion, the final statement reflects the $200.00 early termination fee. ________________________________________________________________________________...⇄ Number [redacted] 05/31/2016Previous Balance $ 709.08 Adjustments -$267.06 (Includes the manual credits mentioned above; Prorated reversal of service previously billed for the timeframe of 05/19/2016 to 05/29/2016 and the refund of the deposit plus interest)New Charges $185.82 (Includes the early termination fee due to disconnecting the Internet service before 04-15-2017; Prorated reversal of service previously billed for the timeframe of 05/19/2016 to 05/29/2016 and the refund of the deposit plus interest)-------------------------------------------------Total Amount Due $627.84_________________________________________________________________________...⇄ conclusion, I have reviewed all the billing and found no billing errors. Mr. [redacted] billing was correct for the monthly recurring charges listed above for the service he subscribed to along with late fees for balance forward due to non-payment, restoral fee, taxes, fees and surcharges. Mr. [redacted] had service for 6 months before calling to request a change of service. Mr. [redacted] did not call to report any issues with service until after the Prism was disconnected and then the service was repaired within 2 days. CenturyLink finds the balance due of $627.84 to be sustained as valid with no additional credit adjustments being warranted. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:Thank you for the credits, I really do appreciate it. Our main issue though is that we can't have prism hooked up here without drilling a hole and installing a cable, which we cannot do. The only reason we decided to keep the service when we moved is because several representatives told us that there would be no need to drill another hole in the wall. We want to cancel service, but found out that there's a $360 termination fee associated with doing so, which we would like waived. We would have kept just the internet, but were told by a representative that our monthly fee would actually increase without the PRISM service, and we would be signing on for another contract, which we can't do because we'll most likely be moving again within the year. We want to get this resolved so we don't continue to incur monthly costs for a service we can't have. I appreciate your time and assistance with this. 
Sincerely,
[redacted]

12/12/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Ms. [redacted]’ CenturyLink account, I found the service up to 12 m internet including a 12 month term promotional discount with a self...

install leased modem/router was activated on 09/07/2016. [redacted] delivered Ms. [redacted]’ leased modem on 09/08/2016 and within the modem/router box includes directions for a self install (proof of delivery): _________________________________________________________________ Dear Customer, This notice serves as proof of delivery for the shipment listed below.Tracking Number: [redacted]Service:[redacted] GroundWeight:3.00 lbsShipped/Billed On:09/06/2016Delivered On:09/08/2016 5:30 P.M. Delivered To: [redacted] Left At:Porch Thank you for giving us this opportunity to serve you.  Sincerely, [redacted]_________________________________________________________________  I have reviewed Ms. [redacted]’ CenturyLink bill statements and found no billing errors. Ms. [redacted]’ internet package requires AutoPay & Paperless Bill to receive the full promotional discount. Ms. [redacted]’ internet service is billed as follows:_________________________________________________________________ Internet 54.00 -14.05 High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month = $29.95 Internet Monthly Charges Total (before leased modem/router $9.99, taxes, fees and surcharges)ORInternet 54.00 -14.05 High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month = $39.95 Internet Monthly Charges Total (before leased modem/router $9.99, taxes, fees and surcharges)_________________________________________________________________  Currently Ms. [redacted] is not enrolled in the CenturyLink paperless billing therefore she is receiving partial promotional discounts. I have provided the summary page of each bill statement that reflect the current amounts due and the reminder on every bill statement that the automatic payment will be charged approximately 18 days after the bill date:_________________________________________________________________ Account  [redacted] Billing Date  Sep 10, 2016   Previous Balance  0.00 New Charges  57.45 (included Prorated charges from 07/10/2016 to 09/09/2016, standard month in advance from 09/10/2016 to 10/09/2016 1st bill statements include the autopay and paperless billing full promotion discount, installation charge (activation fee), shipping and handling of the leased modem, taxes, fees and surcharges)----------------------------------------- Total Amount Due  $57.45  Your account is on AutoPay. Thank you for using the automatic payment system. Your payment will be charged to your credit card approximately 18 days after your bill date.  _________________________________________________________________ Billing Date  Oct 10, 2016   Previous Balance  57.45 Payment Received 10/2/16 Thank you!  -57.45 New Charges  54.53 (included standard month in advance from 10/10/2016 to 11/09/2016 without the autopay and paperless billing full promotion discount, taxes, fees and surcharges)----------------------------------------- Total Amount Due  $54.53  Your account is on AutoPay. Thank you for using the automatic payment system. Your payment will be charged to your credit card approximately 18 days after your bill date.  _________________________________________________________________ Billing Date  Nov 10, 2016   Previous Balance  54.53 Payment Received 10/31/16 Thank you!  -54.53 New Charges  54.53 (included standard month in advance from 11/10/2016 to 12/09/2016 without the autopay and paperless billing full promotion discount, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Total Amount Due  $54.53  Your account is on AutoPay. Thank you for using the automatic payment system. Your payment will be charged to your credit card approximately 18 days after your bill date.  _________________________________________________________________ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [redacted]’ 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. As there are no billing errors, Ms. [redacted] was shipped her leased modem/router for self install and CenturyLink has notified Ms. [redacted] of the timeframe for the automatic payment on every bill statement, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com complaint from [redacted] regarding equipment charges on a closed account. I would be happy to assist with this billing dispute if the customer can provided me with the closed CenturyLink account number. Sincerely,Mr.[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] feels she 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 the last repair ticket that was opened on Ms. [redacted]’s account was on December 31, 2016.  Per the notations on the ticket, there was an outage in the area.  A Broadband Escalations representative checked Ms. [redacted]’s service on May 11, 2017.  No issues were found, the line stats looked good and four wireless devices were connected.  If Ms. [redacted] is experiencing problems with her service, she is encouraged to contact repair and report the issue.   On April 27, 2017, Ms. [redacted] spoke with a representative in our collections group.  New payment arrangements were made.  CenturyLink agreed to break the total amount due at this time ($177.64) into three payments.  Ms. [redacted] agreed to pay $59.21 on April 28, 2017.  She agreed to pay $59.21 plus the new charges from May bill by the June due date and to pay $59.21 plus the new charges from June bill by the July due date.  The due dates are reflected on the monthly bills.  CenturyLink received a payment for $60 on April 28, 2017.   CenturyLink regrets any inconvenience Ms. [redacted] experienced.   [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because:  I never had any service or did I have a router from Century Link.   If they would check the install records in Oct 2016. They would see  no install was ever done .. I called with in 15 minutes of o order to cancel the account.   I was asured it was cancelled . I have spent hours trying to get this resolved.  The technician that called  records that No one ever came or installed any service. The records would show that everything had been cancelled..They added the router price in Feb. I DO NOT HAVE A ROUTRR OR ANY OF THEIR SERVICE OR EVER DID.. I have straight talk cell and  Sideline internet.. They need to produce records of service and  a router. There was non ever. They are most horrible people to work with I have ever encountered.  I have always paid by bills but will not ebe a party to fraud.
Sincerely,
[redacted]

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 [redacted] responded Ms. [redacted]’s...

initial complaint on June 18, 2015. [redacted] advised Ms. [redacted], she didn’t qualify for the original offer due to the type of Internet technology offered in her area. The issue was referred to an escalation supervisor to contact Ms. [redacted] to review all options available. After all promotional offers were reviewed, Ms. [redacted] agreed to a 12 month Internet promotional term agreement. The 12 month term promotional agreement started in June of 2015, ended June 2016. The cost for Internet service has went back up due to Ms. [redacted]’s offer being fulfilled. After careful review al billing is correct and sustained. Please see Ms. [redacted]’s original response and terms below, CENTURYLINK SAVINGS                                    �...⇄   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 06-22-2016 YOUR        MONTHLY RATE WILL CHANGE TO THE STANDARD RATE.              CASE ID: [redacted] On June 18, 2015, you provided the following information: 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. Ms. [redacted] was misquoted the $29.99 rate on April 10, 2015. Unfortunately, this rate/promotion is not available at Ms. [redacted]'s location due to the type of High Speed Internet service that is now available at her location. A credit for $58.10 was applied to the account on June 17, 2015. I have requested an Escalation Supervisor contact Ms. [redacted] to discuss the options that are available to her. CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy ------------------------------------------------------------------    **  CenturyLink Customer Advocacy Group

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 current rate is correct rate for the services that are being rendered and received by [redacted]s.  For...

further assistance please contact our team directly at [redacted]. Centurylink apologizes for the frustration expressed. 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] contacted CenturyLink on...

01/09/2018 to disconnect his high speed internet service. The order was issued and due for 02/05/2018. I have changed the due date of his order to 01/22/2018 (the date I received his Revdex.com complaint). Our technical support shows the last date of usage on Mr. [redacted]’s high speed internet was 01/06/2018. I have back dated his disconnection order to that 01/06/2018 in order to stop billing on that date. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].[redacted]CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com complaint from [redacted] regarding his deposit refund on service that was never activated. Sorry to hear about the problems they had trying to get service it sounds like we dropped the ball to say the least. I have reviewed the account notes and show...

this issue has been resolved and charges refunded per notes on 2/15/16. If the customer has not received their refund check yet our credit department can trace it for them [redacted].Sincerely,[redacted]