CenturyLink

CenturyLink has reviewed our previous response to Mr. [redacted].    Mr. [redacted] did not provide any new information regarding his complaint.  After careful consideration, we believe our original investigation and responses to be valid.  CenturyLink has closed this complaint.   [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:  Static IPs are not always randomly assigned as he says.  A specific IP can be given as a static IP that the network administrator or system admin picks.  I know this from personal experience because it is a job duty of mine, I've performed this duty for customers I have worked for and I've had other vendors do this for the companies I've worked for. We've had this service for years and have not asked for an IP change before. It is reasonable for CenturyLink to do this as a courtesy for their customers at least once and certainly once every few years if requested.To say to us that it is technically not possible is an untruth and this vendor is not acting in good faith.
Sincerely,
[redacted]

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. If the line is still not buried the...

customer should call directly into the buried wire group at 888-496-3549, enter the area code, option 3 then option 4. If the customer does not get the assistance they need after contacting the buried wire service center, please have the customer contact me directly at [email protected] for further assistance in escalating this issue. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve [redacted]

05/04/2016CenturyLink 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] was offered a $100.00 rewards card for subscribing to CenturyLink’s high speed...

internet and Prism service. There are requirement to be able to qualify to receive the rewards card.Mr. [redacted] didn’t qualify for the reward card due to the credit check requiring a deposit for service. However, as a courtesy I have applied a $100.00 credit towards the account balance due.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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] [redacted]

CenturyLink appreciates the opportunity to review Mr. [redacted]s account, [redacted].   Our records indicate the account was disconnected on February 3, 2016.  A February 4, 2016 Closing statement was issued, reflecting a balance due of $17.83.  As stated on the Closing bill,...

“This is your closing statement for charges and credits applied to your account through February 5.  You may receive a revised closing statement for any charges or credits for services applied after this date.” Since Long Distance service is billed in arrears, a March 4, 2016 Revised Closing statement was issued reflecting a balance due of $9.97.  This is for Long Distance from January 24, 2016 to February 3, 2016.  [redacted] CenturyLink Customer Advocacy

2/3/16: Centurylink has reviewed the customers account regarding being offered a higher speed of their internet service and not being available at their location. The customer is requesting to be placed back on their grand fathered rate they were receiving prior to being offered a higher...

speed. Grandfathered packages cannot be placed back on the account. Prior to the charges the customer was being billed $59.90 for their package with no discounts. The customers account reflects they are being billed $71.90 for their package and is receiving a $10 autopay discount reducing the rate to $61.90. An additional $10 discount was added to the customers account today. The two discounts will reduce the package rate to $51.90. The account was also issued an additional $100 credit for the over billing. Centurylink apologizes for the poor customer service received regarding this matter.[redacted]/Centurylink Manager

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]’s previous repair...

concerns have already been resolved. Mr. [redacted]’s high speed internet connection is stable at the present time. I left Mr. [redacted] a voice message with my direct contact information for any further questions or concerns regarding this complaint. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

04/13/2016CenturyLink 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 Ms. [redacted]’s service before disconnection was in a contractual promotional discount for 12 months which...

resulted in an early termination fee of $200.00 upon disconnection before the expiration date. CenturyLink places a reminder of this on every bill statement as shown below from a clip of Ms. [redacted]’s CenturyLink bill statement:Billing Date  Jun 23, 2015Service Period: Jun 23 - Jul 23 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 03-26-2016 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless Bill.Ms. [redacted]’s bill statements also itemized the lease of the modem that was not returned:Advanced Modem - Lease 7.99 Ms. [redacted]’s CenturyLink account was disconnected on 07/10/2015 and CenturyLink sent a return label so that Ms. [redacted] could return the leased equipment. Ms. [redacted] did not return the leased equipment which resulted in the conversion to a purchase for $108.79. The final bill also included a balance forward from the previous bill statement for the timeframe of 06/16/2015 to 07/07/2015 that Ms. [redacted] had not made payment for.CenturyLink has sustained all charges as valid and finds no credit adjustment to be warranted. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

05/20/2016CenturyLink 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 the new service order was completed on 08/07/2014 for CenturyLink internet service. I found records that the...

service was disconnected on 09/15/2014. On 07/02/2015, a request was placed by a CenturyLink agent to issue credit for the balance in full to zero the balance on Mr. [redacted]’s CenturyLink account. However, that request was denied by management.I have issued a credit for the balance in full and have submitted a cease of collections and removal from any credit reporting (timeframe up to 30 days).I apologize for any inconvenience this may have caused.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr. [redacted] writing regarding his recent experience with our company.  I regret to inform Mr. [redacted] that he did not include sufficient information for CenturyLink to conduct an investigation.  In order to investigate the complaint, the CenturyLink account number...

will need to be provided.  I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Mr. [redacted]’s name.  Once this information is received, CenturyLink will be happy to investigate the complaint.  ** CenturyLink Customer Advocacy Group

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 billing is correct for the subscribed services. The current bill is higher than normal due to prorated...

charges for when the services were added from June 09, 2016 to June 21, 2016. This bill also includes service charges for the time frame of June 22-July 21. There are also our standard one time set up charges on this billing. Per the notes on the account, Ms. [redacted] has been explained all the charges and the billing has been reviewed as correct. After careful consideration, we find our investigation of Ms. [redacted]'s billing to be correct and accurate.  CenturyLink has closed this complaint. Sincerely, Mr. [redacted]

Initial Business Response /* (1000, 4, 2015/09/24) */
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,
Ms. [redacted] is being billed at the correct promotional rate. The July billing included late payment charges as well billed at the non promotional rate due to auto pay removed. Inconsideration to Ms. [redacted] complaint, I have credited back $22.70 due to customer satisfaction.
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/28) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Monday, September 28, 2015 6:07 PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXXX)
Good Evening:
The situation has been resolved.

Centurylink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account. 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 that this issue has been resolved previously. Our records and notes indicate that a $60 credit was given for the technician charge for the missed appointment as well as an additional $50 customer satisfaction credit was placed on the account. For further questions or concerns please feel free to contact our team directly at 1-800-788-3500   Centurylink regrets any inconvenience Mr. [redacted] has experienced. Sincerely, Mr. C[redacted]

I have reviewed the RevDex.com Complaint from [redacted] regarding a disputed bill on a closed account. I would be happy to help resolve this situation but I can't find the closed account with the information provided. If the customer can please provide this I can research this closed...

account equipment billing dispute.Sincerely,[redacted]

05/05/2016 CenturyLink and Direct TV are 2 separate companies that bill together to offer our customers 1 bill and in certain cases discounts may apply. CenturyLink cannot make changes, credit or access the Direct TV service after the initial order. As stated previously, CenturyLink has no access to the order and the information provided was from a Direct TV agent. Unfortunately, once the service for Direct TV is installed, any disputes will have to be made with Direct TV personally. Direct TV’s contact number is 1-800-531-5000. 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: The only account number found that matches the information in this complaint is [redacted]. At this time I do not see that this account is or has been in collections. If the customer has...

additional information regarding this complaint such as another account other than the one listed please have the customer email this information to [redacted] for further review. 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 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 early termination fee was already credited back to the account on 01/30/17. We have also supplied a credit...

for the additional service charges on the account. We did notice that there is now an unreturned equipment charge for $150 plus tax on the account at this time. We searched our systems and do not show this being checked in at this time. If Mr. [redacted] has returned this equipment already and has a tracking number or where is was returned we can further assist in tracking the equipment down. If  new return box is needed please let us know and we'd be happy to send one out. So we can get the charge for the equipment off the account Sincerely, Mr. [redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a service dispute. After investigation of Mr. [redacted]'s account it has been found that due to the specific nature of the complaint being technical aspects of the service we have escalated his...

concerns to our technical support group which will review his services and contact Mr. [redacted] to address any concerns that Mr. [redacted] has in regards to his services. CenturyLink does not monopolize service areas, other providers are welcome to provide service in the customers area, for whatever reason other companies have chosen not to. This does not constitute as a monopoly on Centurylink's behalf because other providers choose not to provide service at the customers location as CenturyLink is not prohibiting other providers from providing services.CenturyLink apologizes for the frustration encountered. For further questions or concerns please feel free to contact our team directly at 1-800-244-1111 or our technical support team directly at 1-800-247-7285Sincerely, Mr. C[redacted]

I have reviewed the complaint from [redacted] regarding a poor customer service experience receiving conflicting information on amounts owed due to bundled billing with [redacted]. I am sorry to hear about this experience and would be happy to see if I can identify any employees involved to provide...

feedback and training as needed. I would need the customer's closed account number to further assist with this investigation. Unfortunately we don't compensate customers for their time spent calling in addressing questions and disputes but certainly understand their frustration. We are sorry this ended up being the reason the customer chose a different provider we hope to have them back as a customer in the future.Sincerely,Mr.[redacted]