CenturyLink

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.
Contingent if they remove termination fee, and not hold me liable for any charges after September 2017
Sincerely,
[redacted]

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection. Upon further review there was additional issues regarding the temporary drop wire to which the customer received the following response:   “CenturyLink submits the following information for the rebuttal complaint filed by [redacted] regarding damage to the temporary drop wire. In reviewing the trouble ticket history, it appears that the issue reported on 03/20/2018 was resolved after the repair visit dated 03/21/2018. On this visit a technician repaired the temporary drop wire. As stated in the original response, the buried service wire ticket, which requires a road bore, is estimated to complaint on 03/27/2018 (providing no unforeseen delays). Mr. [redacted] is advised to report any future issues to CenturyLink internet help desk (1-800-788-3600) as soon as the issue is noticed for trouble shooting measures and assistance. CenturyLink regrets any issues that Mr. [redacted] had with his CenturyLink services”   CenturyLink apologizes for the initial mistake in the original review of the complaint.   Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed disconnect fee. I would be happy to help with this dispute if the customer can provide me the account number I am unable to find it with the information provided.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 this issue has previously been resolved on 12/02/16. An order was placed for a two year promotion for $34.95 a...

month be any taxes and fees. Centurylink apologizes about the frustration Ms. [redacted] encountered and appreciates the opportunity to investigate her concerns.  Sincerely, [redacted]

Initial Business Response /* (1000, 4, 2015/11/03) */
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 have verified Mr. [redacted]'s billing dispute was resolved on October 9, 2015. At that time, a duplicate billing account was found and all charges were adjusted to a zero balance. I apologize for any inconvenience CenturyLink may cause to Mr. [redacted].
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Ms.  [redacted] was receiving several promotional discounts.  The expiration date of these discount is reflected on the monthly bill.  As the discounts expired, the monthly cost increased. ...

A copy of the January 23, 2018 bill is attached for Ms. [redacted]’s review.   Margaret CenturyLink Customer Advocacy

I have received a copy of the Revdex.com rebuttal filed by Mr. [redacted]. CenturyLink appreciates the opportunity to address Mr. [redacted]’s concerns. Regarding Mr. [redacted]’s assertion that that he is paying for up to 12mps internet service, I apologize for any misunderstanding.  I have confirmed that Mr. [redacted]’s is not being billed for up to 12mps service, which is $65.99 a month (when combined with a home phone), but rather he is being correctly billed for up to 1.5mps service, which is $45.99 a month (when combined with a home phone). As part of a $75.00 per month bundle package, Mr. [redacted]’s internet rate is currently being reduced from $45.99 a month to $26.00 per month. None of the rates include taxes, fees, and surcharges. The request for an additional discount is denied. Thank you again for the opportunity to further review Mr. [redacted]’s concerns. After careful consideration, we believe our original investigation and response to be valid. CenturyLink has closed this complaint. Sincerely, [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: I have been with Century Link for years, but it is obvious that their business model has changed. I will definitely be leaving this company forever after my early termination fee term expires, and I will make sure that everyone I know avoids doing business with them.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The [redacted] tracking number is [redacted]. No I cannot accept the language in the response. I will not accept anything else than a dismissal of all charges, collections, and fixing the false negative credit reporting. I am not, and was not, a customer. A bill in any amount is not acceptable.  I called to inquire about service and gave them my information. I rejected becoming a customer because the lead time for setting up service was too long. The salesperson said he'd call back to set up an acceptable day and time to install and never did.  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 the appropriate credits were applied to the account. The balance has been removed with our 30 Day...

satisfaction guarantee and the customer will be sent a check for the deposit that was paid. We apologize about any frustration Ms. [redacted] has encountered regarding this situation. 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.
Sincerely,
[redacted]

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.   CenturyLink is unable to bill at the $65.99 rate Mr. [redacted] claims he was quoted with the products and services currently on the account.  New promotional discounts were added to the account on May 5, 2016.  As reflected on the June 28, 2016 bill, Mr. [redacted]’s Internet service is billing at $14.95 and the Prism service is billing at $61.97 per month for a total of $76.92 before taxes, fees, and surcharges.  This rate will increase as promotional discounts expire, changes are made to the service, or rates increase.   In an effort to satisfy, a credit was applied to the account for the difference in the billed and quoted rate.  Mr. [redacted]’s has been billed $539.50 (December to June) and should have been billed $461.93 ($65.99*7).  A credit for $77.57 was issued on July 12, 2016 and should be reflected on the July 28, 2016 bill.    As previously stated, Mr. [redacted]’s June bill is billing correctly for the products and services on his account.  Since we are unable to provide service at the $65.99 rate, I will waive/adjust an Early Termination Fees that might be applied if Mr. [redacted] decides to find a new provider.  Mr. [redacted] would need to contact the business office to have an order issued to disconnect the account.  I will monitor the account and make any necessary adjustments.  This offer is valid until August 12, 2016.   CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

06/23/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Mr. [redacted]’s CenturyLink account, I found on 06/22/2015, Mr. [redacted] called CenturyLink customer service about reducing the monthly...

rate for his service as his previous 12 month contractual promotional discount had expired. The agent offered him a new 12 month contractual promotional discount that would reduce the service by $19.00 a month without CenturyLink’s autopay or $29.00 with CenturyLink’s autopay. Mr. [redacted] accepted this offer with the 12 month contractual promotional discount that began 06/22/2015 with an expiration of 06/22/2016. Unfortunately, I found no record of chat that specifies that Mr. [redacted]’s contract expired during March 2015 and CenturyLink has not received the leased equipment. I would advise Mr. [redacted] to provide a copy of the Chat (in full) and the [redacted] tracking number for further investigation.  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. Currently, CenturyLink is sustaining the balance due for the early termination fee and the non-returned equipment fee for the above reasons. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: An adjustment to the account in the amount of $58.96 addresses all the remaining charges and brings the account to a zero balance. 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

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. It appears that the customer made...

multiple calls after the expiration of the promotion and was either misquoted or quoted without taxes fees and surcharges. The price quoted according to the customer was $120.00 a month but that didn’t include taxes fees and surcharges. Customer was given several adjustments for this discrepancy, was informed when calling of the term commitment and penalty for early termination. The customer was within a reasonable amount of time after new quote and promotional pricing offered. When this did not materialize in the way the customer expected the customer called in, canceled and incurred an early termination fee. CenturyLink is adjusting all three set top boxes as these have been verified as returned. That adjustment s for $477.00 ($150.00 x 3 plus tax). As a courtesy, the early termination fee of $240.00 has also been adjusted. This will leave a valid balance of $200.07 and this will be sustained.   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 [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 have verified [redacted]’s CenturyLink account...

[redacted] was disconnected and billing for internet service was backdated to 04/18/2017. There is a credit balance of $74.87 and a refund check has been sent. We did not charge any fees for a contract on the disconnection order. CenturyLink began billing [redacted] for [redacted] at her [redacted] address in 2014. The [redacted] account number was 0012602458 and has remained the same throughout all CenturyLink billing accounts. Her first bill arrived in November 2014 and was for the service period of 10/22/2014-11/21/2014. The [redacted] account billed on that CenturyLink account number until 02/15/2015. The balance for that account was $227.50 for 10/22/2014 through 02/15/2015. There were no payments made on the [redacted] account. On 02/15/2017 the [redacted] account was moved to be combined with her Centurylink account [redacted]. The [redacted] service was billed on that CenturyLink account from 02/16/2015 through 04/15/2017. Her services were temporarily disconnected and her [redacted] billing was moved to a separate account. The new account number was [redacted]. She received her [redacted] billing on this account from 04/16/2017-06/14/2017. On 06/14/2017 CenturyLink stopped billing for [redacted]. The balance on the account at that time was $188.16. CenturyLink pays [redacted] prior to billing our customes and then collects from our customer. Therefore, [redacted] has been paid for all service periods that CenturyLink has billed and the amounts are due to CenturyLink. If [redacted] would like copies of the bills to show the billing information, CenturyLink will send those upon request. We have previously done so when [redacted] disputed the $227.50 balance.CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted].[redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates the opportunity to review Ms. [redacted] concerns.  Our records indicate telephone number ###-###-#### was ported to a new provider on March 16, 2016.  Because the number is no longer with CenturyLink, Ms. [redacted] account was closed and a Closing bill was...

generated.   If Ms. [redacted] would like to port her telephone number back to CenturyLink, she would need to contact our business office and have an order issued.  They can be reached at ###-###-####.    CenturyLink regret any inconvenience Ms. [redacted] has experienced.    [redacted] CenturyLink Customer Advocacy

04/21/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Mr. [redacted]’s CenturyLink account, I found Mr. [redacted] started CenturyLink service with the...

following:____________________________________________________________Internet and Home Phone96.00*        Includes internet service for sixty-one dollars       Includes local phone service and features for thirty-five dollars High-Speed Internet 12 Month Any Speed Term Commitment discount -41.05 *-------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $54.95*Advanced Modem - Lease 6.99* $0.05 per minute Long Distance service** Before taxes, fees, surcharges and usage____________________________________________________________On 03/28/2015, CenturyLink received an order to release and change Mr. [redacted]’s long distance codes to Peak Communications. CenturyLink cannot deny or dispute orders from other local or long distance providers without a Freeze being on the account to block other providers from retrieving the local or long distance codes.This long distance service was billed by a 3rd party billing company, USBI to Mr. [redacted]’s CenturyLink bill statement. The USBI billing billed over a month behind on the CenturyLink statements (example: USBI 03/15/2015 statement appeared on the CenturyLink 06/19/2015 statement.)In September 2015, an order was placed to switch Mr. [redacted]’s long distance back to CenturyLink’s $0.05 per minute plan and a courtesy credit was issued for some of the USBI charges (This credit was not warranted and should not have been issued as the charges were not CenturyLink charges and should have been disputed through USBI). In December 2015, an order was placed to change Mr. [redacted]’s phone, long distance and internet package (includes unlimited long distance).Mr. [redacted] requested his service to be disconnected on 01/22/2016. The order was placed and completed the same day. Afterwards, Mr. [redacted] had request to have a standard telephone with the same phone number as before installed. The order was placed and completed on 02/04/2016. CenturyLink received an order to release Mr. [redacted]’s phone number to another local provider with a due date of 02/15/2016. Mr. [redacted] was charged for an installation fee and the timeframe CenturyLink provided service.After a full review of the service, CenturyLink finds no billing errors for the package and services Mr. [redacted] subscribed to. CenturyLink finds no credit warranted and has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: After reviewing the rejection the term or contract that the customer refers to is the obligation to carry this term through duration stipulated in the term. A customer’s decision to move (unless dictated by some other reason besides choice, Military, Natural disaster relocation etc.) is not grounds for not fulfilling the term, but a choice made by the customer and not CenturyLink. Customers receive substantial discounts in return for this commitment and if the term is not fulfilled an early termination penalties apply. CenturyLink would be willing to consider looking at the difference of what monthly services would have cost o a month to on the basis as opposed to the early termination fee assessed and adjust accordingly.   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]
In essence you are saying that since we live in rural America you don't care that the service you are providing is inadequate, inconsistent and completely overpriced. Further, unless it can be shown that an investment in our rural community provides a ROI you have no intention of improving your service offering. WOW is all I can say. I am sure that the Revdex.com, if it were to be true to its' original purpose, would find your stance as insulting as I do. Your profits are clearly spelled out each quarter and the multiple millions of dollars you provide to your shareholders are a common occurrence. It sure would be the right and ethical course of action to invest in the rural communities of America.Your response saddens me and if I in fact had viable alternatives, I would relinquish our current relationship. 
Sincerely,
[redacted]