CenturyLink

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: With all due respect, what CenturyLink has on file needs to comply with CPNI rules established by the FCC.; the information provided did not match the information on file and this is why there was’nt any offer to address the concerns in this complaint. CPNI (customer proprietary network information) by law has to be validated before consulting anyone that does not initially supply the account information as is on file. Having just the name, providing the address and contact number from the state of Washington does when the party of note had an account in Florida did not meet the required criteria; this is the reason and not complacency on the part of CenturyLink; it’s a matter of protecting the individual of note from anyone other than the individual or those authorized party’s on the account to access this personal information and or use it in a way not authorized by the account holder. That said, while there may have been or was not a verbal agreement about the contract on the account, CenturyLink acknowledges there were circumstances that may have prevented the correct course of action regarding this term and the earl termination fee. The customer did receive a large monthly discount for the services and that is equal to or greater than the fee assed upon termination. It is the policy of the company to disclose this at the initiation of service and termination of services when Applicable. Since the authorized party that called in and canceled service may not have actually been given this information or was unaware CenturyLink has adjusted the $200.00 early termination fee. This leaves a valid balance of $106.24 as all other charges were backdated effective the 18th, of December, 2015 and has already been automatically adjusted prior to the customer getting the final bill. Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Please be advised that CenturyLink has completed a review of the complaint filed by [redacted]. Mr. [redacted] states that he attempted to transfer service from [redacted] to [redacted] when he moved. He says he used their online tool to "transfer service" and everything that could go wrong has. Instead of...

a transfer, they closed the account and charged us a $200 cancelation fee. He indicates that the fee was credited on March 8th on his third attempt to get it resolved. He says in the same chat message he was told the modem that the technician reused from [redacted] would be credited back to us; however, he received a past due bill for $106.84 for the modem. He says he called the number on the bill, the general customer service line and the dispute resolution line but nobody would help him. CenturyLink regrets any inconvenience experienced in this matter. CenturyLink received Mr. [redacted]’s complaint initially in its Executive Offices. The Utah account was reviewed and it was confirmed that the customer placed the order online and that it was billed for an early termination fee in March and an unreturned modem fee in April. Both of the charges were credited and the account has a zero balance. The [redacted] called the customer and discussed his concerns regarding charges and customer service. He thanked the customer for the feedback and provided him his contact information for assistance in the future. He also forwarded the customer’s feedback for review and appropriate handling.  Sincerely, Mr. Christensen

I have reviewed [redacted]s reply. Unfortunately we don't have anyway to create a revised final bill for this closed account I can send the customer copies of their bills up to the past 12 months in the mail if they would like. The last payment the customer made to us was on 11/7/15 for 69.65 for the previous balance owed of $121.12.  All credits have been posted to the account leaving the balance of $153.92 which is from the past due from the November bill up to December 14th services. CenturyLink apologies for any frustration this billing issue has created. Sincerely,[redacted]

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review his concerns regarding our web site.  There are two links on the web site that give additional details, Promotions Details and Product Details.  These links give customers additional information regarding...

restrictions, limitations, and requirements for the products and promotions.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

01/26/2017 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 this issue was already resolved by agents and his account is at a Zero balance. Mr. [redacted] had...

ordered CenturyLink service on though Direct TV. CenturyLink received this order on 12/07/2016. On 12/13/2016, CenturyLink’s technician called the order desk requesting the order be canceled per Mr. [redacted]’s request. Part of the order was canceled however the other part of the order (web configuration and billing) was “Past the point of no return” and had to be completed then disconnected. Periodically, billing is generated for service and onetime fees which can take up to 1 – 2 bill cycles to correct.  Mr. [redacted] has been sent a revised statement dated 01/14/2017 that reflects the zero balance.  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. As this issue was already resolved, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 14, 2015/10/20) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Recap and reply:
"Customer service reps are indiffrent to my concerns and failed to provide me with written confirmation of a discount for signing up...

for auto pay."
CenturyLink apologizes if the customer was not treated with professional courtesy. We train differently and would hope that it is always a priority of our employees. On this promotion, paperless billing and autopayment, the confirmation comes through the mail or through electronic mail provided by the customer according to the listed preferences on the account. All orders placed whether new service, a records or change of service order also follows this process.
"I signed up for Century Link internet service via phone at the end of Oct. I was not informed at the time that I would a) need a phone jack in order to get service,"
It is extremely unusual and very rare for a home or apartment to not have phone [redacted] and cable jacks [redacted] pre-installed at the time the structure is built. Since the customer was unaware of the need, unless it was brought to the attention of the CenturyLink consultant, it would not be unusual for this to go unaddressed.
It's not common that a jack is not available. Since the customer did not know it was necessary and consultant did not know it was needed unfortunately this was the cause, not due diligence on the part of the consultant's efforts to assist the customer.
After an order is placed, the customer does receive written or electronic confirmation of the order. This is very detailed and complete and includes the terms of the promotion, any criteria needed to comply with to receive discounts associated with the promotion and all terms and conditions of the promotion as well recap of the order itself. I can't address if the customer did not receive any of this or was unaware or did not read it thoroughly, but e3very effort is made to disclose all aspects to assure a smooth introduction to CenturyLink product and services.
" I am already receiving a $24 discount for bundle and promotion. Received my bill on Sept 15, 2015 with prorated charges but not a prorated discount. Called to inquire about that and was simply told "we don't do that"."
CenturyLink apologizes for the poor explanation this agent provided; we don't do that is not an acceptable way to explain why it doesn't get invoiced the way the customer expected. Some promotions are not pro-rated and some are and as the customer learned though not very professionally is that this one is not.
This is because over the years, it has shown to be confusing as to why the1st and eventually the 13th month (as would be applicable on a 12 month tem commitment promotion) have partial regular rate charges and partial promotional rate charges. Centurylink has found that when explained properly, the customer experience and ability to track the time the promotion is applicable is less confusing and generates less negative customer impact if the promotion starts on the very first full bill cycle and ends on the very last full bill cycle the promotion is applicable to.
"Asked when my auto pay would reflect so I could receive additional discount and was told it could take 2-3 billing cycles. I asked if I would receive a credit for the months that it would take Century Link to apply that since I signed up prior to my first bill even being generated and was told "we don't do that""
Again, Centurylink apologizes for this kind of unprofessional answer, it's simply not acceptable. Autopay always starts the second bill cycle after it is implemented for the benefit of the customer in the event there is some substantial error on the order or charge the customer was unaware of and that way the issue can be addressed manually before the first payment is made and insure when the payment comes out automatically that the customer is aware and knows what to expect. Promotional pricing will be in effect for the duration of the term so if starts late do to issues like this or billing dates invoiced then will still go for the duration of the term, 12 months and no adjustments are needed as it will still apply for the correct amount of time.
" Asked to have written confirmation sent to me stating that by signing up for auto pay that I would receive the additional $10 monthly discount. Was told again "we don't do that". Was transferred around and placed on hold over 10 minutes before a supervisor told me the same. I asked for a reasonable explanation for why they could not send me a written confirmation of something I have been told by three different reps and I was not provided an explanation. Only "we don't do that"
I'm not sure if the consultant understood the customer to mean written as in a personally written or typed correspondence which the front line agents do not have the ability to provide.
Again, as noted prior, the customer receives a printed document, mailed or electronically mailed recap of any and all orders including the services, changes and charges the customer should expect to see on their bill unless the preferences established and input in the customers customer service record indicate they have a different preference or only one specific preference.
It's unfortunate that the consultant and the supervisor that took the escalation request did not offer to send a copy of the terms and conditions as this would have negated the need the customer felt to file this complaint.
To be clear, here are the terms of this promotion as follows:
The 12 month term provides a discounted rate up front from the normal or "rack" rate that it will bill at once the promotion expires.
In addition to this, if the customer enrolls in autopayment the promotion provides for an additional $5.00 dollar discount.
In addition to this, if the customer enrolls in paperless billing the promotion provides for an additional $5.00 dollar discount.
If all criteria are met the total of the rate the customer would pay before any equipment charges, taxes fees or surcharges for the duration of the promotion just for the internet service is $29.95.
"Speaking to [redacted], employee number XXXXXXX, whom I was told was a supervisor, was the most frustrating experience I have ever had with a customer service rep. He was completly indifferent to my concerns and would not attempt to help me at all, but to only sit in silence and offer no help whatsoever.
My account/phone number is XXXXXXXXXX."
CenturyLink appreciates the feedback regarding how this all was handled and appreciates the information the customer has provided. While it cannot be disclosed what eventually will be done, we use the customers input to generate a root cause analysis and address all the individuals relative to their part in this poor customer experience.
As a courtesy to the customer, I have issued an adjustment to the customer's account for the two months as the customer has requested and hope that helps the customer understand that Centurylink does appreciate their business.
The adjustment is for $20.00 and should apply on the next bill cycle.
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
Initial Consumer Rebuttal /* (2000, 16, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   Contrary to the comments that the customer indicates were given by a representative from CenturyLink, there isn’t a way to see that the customer was not using...

the Telephone services; data services (while account is live) but not the voice service.   I am in the executive office and do not have immediate access to such information and only in court ordered instances, which require a subpoena to acquire, is the effort to retrieve such information initiated.   Even in those instances there are no guarantees that information regarding the usage on a voice line may be available for a number of factors; Centurylink does not record inbound/outbound local /extended area call usage or any calls at all for that matter.   The bill clearly indicates the products and services that being charged for and there are several times the customer manually paid the bills or spoke to representatives about paying the bill and nothing noted as to the issue in this 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

04/05/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:CenturyLink and [redacted] are 2 separate companies that bill together to offer our customers 1 bill and in certain cases discounts may apply. CenturyLink cannot...

make changes or issue credit for [redacted] services or charges. Mr. [redacted] would need to call [redacted] personally for any change requests or billing disputes for [redacted] service. Any billing changes and/or credits applied may take up to 1-2 bill statements to reflect as CenturyLink and [redacted] have different bill cycle dates and both companies bill a month in advance for service. This allows for [redacted] to send Mr. [redacted]’s [redacted] bill on the 23rd of every month to CenturyLink for CenturyLink to make payment on behalf of Mr. [redacted]. CenturyLink then holds on to Mr. [redacted]’s [redacted] bill until the CenturyLink bill is printed on the 16th of the following month (i.e. [redacted]’s 02/23/2016 bill statement appears on CenturyLink’s 03/16/2016 bill statement). As this issue is about [redacted] charges and changes that will need to be addressed direct to [redacted], CenturyLink has closed this complaint.Sincerely,[redacted]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 billing dispute. After investigation of Mr. [redacted]'s account it has been found that the account has previously been closed and the disputed charges have been credits as the account is showing a zero...

balance at this time. Furthermore our system sends customers the modems that are programed to be compatible with the technology type of that area. Any specific modem requests can not be fulfilled via Centurylink however customers have the option of purchasing and providing their own modems purchased elsewhere if they prefer a different type of modem. Mr. [redacted] can contact our claims department if he wishes to submit a claim regarding the placement of the jack which was installed. They can be reached directly at (866) 864-2255 Centurylink has closed this complaint. Sincerely, Mr. C[redacted]

2/12/16:Centurylink has reviewed the customers account regarding the delay and missed installation commits on the [redacted] service. The customer is requesting two months service credit due to the delay. The account was issued a one time credit of $100 for the delays they experienced. The credit...

will be reflected on the customers next billing statement. Centurylink apologizes for the delay and poor customer service they received regarding this matter.[redacted]/Centurylink Manager

Complaint: [redacted]
I am rejecting this response because: PROOF? Where is the proof of the alleged consent. To be put under a contractual obligation Century link needs to obtain either a recorded acceptance or the agreement or in writing. If you can provide proof I'll pay double to termination fee. Century link is providing false claims and is lying about existence of any contract.  
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding not receiving a bundle discount for having combine billing with [redacted]. I have reviewed the account and show the customer doesn't qualify for the bundle savings for having combo billed [redacted]. I was able to give the...

customer an additional  $10.00 monthly loyalty discount for the next 12 months to help offset not getting the [redacted]  bundled discount. CenturyLink would like to apologize for the confusion and conflicting information regarding the bundled discount since this has recently changed.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, Inconsideration to Mr. [redacted]’s dispute with...

CenturyLink’s disconnection of service process, all remaining final charges have been adjusted. I processed an adjustment for the amount of $28.80 to satisfy Mr. [redacted]’s final billing. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

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] set up another account...

at the [redacted] address advised in this complaint. Therefore, I agreed to adjust all final charges due on the E. [redacted] account to resolve this complaint. All charges have been credited back to Ms. [redacted] with all collections being suspended. I apologize for any inconvenience CenturyLink may have cause Ms. [redacted]. ** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   Subsequent to this complaint the customer was advised that the payment rejection information was provided to CenturyLink from the customers own personal bank. ...

  CenturyLink already issued and adjustment meeting the customer half way and considers sufficient to close this complaint as 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

After further review, I couldn't locate any documents provided from a Technician supporting Ms. [redacted]'s claims.  After careful consideration, we believe our original investigation and responses to be valid.  CenturyLink has closed this complaint. ** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms. Helen [redacted],...

regarding a billing dispute. After investigation of Ms. [redacted]'s account it has been found that this issue has previously been resolved. There was a credit placed on the account for the $100.00 modem fee that was placed on the account. CenturyLink apologizes for the frustration encountered. For further questions or concerns please contact our team directly at 1-800-244-1111. Cneturylink has closed this complaint. Sincerely, Mr. [redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a service dispute.  We have escalated Mr. [redacted]'s issue over to a repair specialist who will make contact with Mr. [redacted] and further assist in resolving the issues with the service the...

customer is having. Centurylink apologizes about the frustration encountered. 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]

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]