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.
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted]. Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issue. After a review with our technical support, the following was discovered:  ...

          It is not CenturyLink’s policy to remove the CE VLAN tab because each case would require special handling to make the service work with the CenturyLink network. Moreover, any changes made to the CenturyLink service could result in an outage of the customer’s service and would require an escalation to restore because of the special settings required.            The setting the customer is referring to is the CE VLAN setting of the router.  This can be set in the customer’s router itself so it will communicate properly when connected to the CenturyLink network.  CenturyLink uses setting 201, but Mr. [redacted] would need to speak with his original equipment manufacturer (OEM) to determine how to change the setting if that is an option. This is an advanced router setting and not all router manufacturers have this setting adjustable through the graphic user interface (GUI). Often times it requires “telneting” into the device or another advanced method in order to change that setting. In summary, CenturyLink does not prohibit a customer from using an OEM, but CenturyLink does not provide technical support for 3rd party modems and routers, so the configuration of the router is something that the customer would need to do himself. The customer would need to contact the OEM for any services issues related to the VLAN. Once again, CenturyLink would like to thank Mr. [redacted] for his concerns. I apologize for any frustration this issue may have caused. Sincerely, [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: CenturyLink has not addressed the issue of this complaint. My complaint is that CenturyLink's representative made false or misleading statements of fact concerning the price of services or amounts of price reductions for the purpose of inducing me the consumer into a contract.As CenturyLink is failing to take accountability for the actions of their employees, I will reluctantly pursue this matter via different and more formal venues.Sincerely,
[redacted]

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 this issue has previously been resolved. On 01/19/17 a credit was placed for the modem that was returned...

to us as well as for the $181.95 for the service charges charged. The account is now showing a zero balance and is completely closed. CenturyLink apologizes for the frustration encountered. Sincerely, Mr. [redacted]

Initial Business Response /* (1000, 9, 2015/10/28) */
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 refund was sent out on October 11, 2015. Mr. [redacted] has been advised the refund process is 7-10 days. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted].
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 11, 2015/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, Mr. [redacted] reported trouble with Internet...

service on August 3, 2016, trouble was isolated at that time with no further issues. On October 10, 2016 Mr. [redacted] called into disconnect service with claims of speed service issues. The agent reviewed Mr. [redacted]’s claims with technical support and found no problems on the CenturyLink side. Mr. [redacted] was advised the early termination fee in concern would stand. The early termination in dispute is valid and has been sustained. [redacted]

I would love to provide a screenshot or "estimated charges".  Unfortunately that's the responsibility of Centurylink to provide monthly "estimated charges" prior to a customer signing up.  I never received this until I received the first bill of $270+.   Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I never agreed to a contract. The only time anything was said about a contract was when I cancelled. When I got the DSL, it was for 5 years with no contract
Sincerely,
[redacted]

Our records indicate Mr. [redacted] also submitted a complaint with our Executive Office regarding his concerns.  A Manager from our Executive Office spoke with Mr. [redacted] on April 12, 2018.  The Executive Manager explained the bill and issued an order for a speed upgrade with a new...

promotion.  Upon investigation, the agent provided accurate information and no misconduct was observed.  To avoid duplication of efforts, the Executive Office Manager will be the primary source of response to address customer concerns   Margaret Customer Advocacy Group

05/06/2016CenturyLink has reviewed our previous responses to Ms. [redacted]’ issue. After careful consideration, we find our original investigation and response to be valid.  CenturyLink has closed this complaint. Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:
I faxed them a copy of the money they took multiple times from the bank. They are using excuses and saying that they don't show the transactions. What exactly is the Revdex.com going to do? Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customer’s complaint and have the following to report. Subsequent to this complaint being submitted and prior to this reply the customer engaged Centurylink on April 6th, 2016 and was given adjustments of $183.89 to address the issues noted...

in the complaint. CenturyLink provides that this addresses all the concerns mentioned in this complaint and request that this complaint be closed 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 complaint from [redacted] regarding a billing dispute on her closed account. I reviewed the account showing [redacted] was given credit for downtime we also backdated the charges on the final bill. I viewed the repair history for the account showing the last...

reported issues were back in November and October 2017. I don't show any charges billed  for tech visits that [redacted] thought were assessed just a $20.00 early termination fee that I have adjusted. Based on my findings there are no further credits due on this closed account it now has a zero balance. CenturyLink apologizes for any frustration the service issues caused and the problems trying to have the service disconnected. Sincerely, Mr.[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The previous changes to the account do not seem to have resulted in the billing issue/fallout getting corrected as previously expected. Per the customers request a more thorough review of the issue is being conducted and the customer will be contacted no later than Tuesday the 16th of May, 2017 to go over the charges and changes made, adjust accordingly and set expectations going forward. Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted] [redacted]

I have reviewed the complaint from [redacted] regarding her bill being higher than expected. I would be happy to investigate this issue if the customer can provide me with their CenturyLink account number. I was unable to find it with the information provided. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: The website is still showing that I owe 207.07 when I log in.  I also just received a check for 44.32, but I also received a bill saying I owe 399.98.  That bill was dated August 18th, so maybe it is no longer valid.  I would like to see the website say that I owe 0, and just to be safe, to get a bill saying I owe 0.  The website did get updated with the last amount I paid of 69.80 that was supposed to zero out the account.  But, it doesn't yet seem to be updated to say the real balance as stated in this email.  Maybe that will get updated soon.  
Sincerely,
[redacted]

Centurylink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account. 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. Our records indicate that the account has previously been credited back two months of $34.95 each month.   In an effort to satisfy, We have adjusted the $200 early termination fee that was charged and the additional charges such as the modem lease and taxes after the date of January 23rd. The total credit amount placed on the account today is $286.01. The current balance on the account is $141.36 After the credits applied to that amount a check will be sent to the customer as refund for the remaining $144.64. Centurylink regrets any inconvenience Ms. [redacted] has experienced. Sincerely, Mr. C[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   Subsequent to this complaint, the customer engaged another member of the Executives Offices Consumer Advocacy Group and a decision was made by the customer given their options and they have...

canceled their services.   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

03/30/2016 CenturyLink has received a copy of the Revdex.com rebuttal filed by [redacted].  Below are our findings: Our records indicate an order has been processed to disconnect all of the services associated with Mr. [redacted]’s account. A credit adjustment for all charges billed to the account since it was established has been applied as well. These adjustments will provide Mr. [redacted] with a zero balance on the account. CenturyLink apologizes for any inconvenience Mr. [redacted] may have experienced regarding this matter. Mrs. [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Ms. [redacted] providing her account number, which was not previously provided with her Revdex.com complaint.  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]’s account was disconnected on January 9, 2017.  The current balance due is $167.49.  In an effort to satisfy, a credit for $167.49 was applied to the account on February 14, 2017.  The account currently reflects a zero balance due.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] Customer Advocacy Group