CenturyLink

Centurylink appreciates [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. Harvey 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 early termination fee was removed and credited in full. The account at this time shows that there is a credit balance of $102.93 which is the amount that will be sent to the customers address. Our records also indicate that the $9.77 was already adjusted and is included in the check that is being sent tot he customer   Centurylink regrets any inconvenience [redacted] has experienced Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this complaint did not solve the issue to my satisfaction, but fighting big business is a losing battle. there staff is lousy in knowing the process of signing up customers, stating the facts correctly then backing there comments with lack luster recording. as stated earlier I will dispose of the product when I can do so without penalty. there will be no positive comments address towards this company if any of my friends,co-workers, or family shall ask about this company. if I was the ceo of this company I would be cleaning house, getting rid of these so called sales people.

Complaint: [redacted]
I am rejecting this response because:I have emails showing when the original install date was scheduled for. The old service was only to stay active until the end of May on the 29th when we moved out completely. We closed on the new home and moved on 5/15. ALL the calls we made both in May when I service never got turned on as scheduled and then in June and July which were to get the billing and service cancelled at the old house.  if you review more closely, why would I have made so many repeated calls for just billing. It was all for trying to get them to disconnect service at old address. please forward me ALL phone conversations since May 15th including the ones where I was transferred to multiple depts over 6 hours. I have cell phone records to prove the multiple calls and length of each. 
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]  
[redacted] [redacted]

To whom it may concern: The links that were provided are accurate and functioning. The customer has provided nothing new in this rebuttal that warrants further review.   I have tested these links personally as is always that case prior to providing such and they are functioning as they should.   CenturyLink is not a utility as is any of the other [redacted]’s as of 1996 when all the bell companies were divested and allowed to operate as for profit companies.   Even in this scenario, the services the customer is referring to are largely unregulated services and a such would not fall under the prevue of the local public utilities commissions for a redress of grievance.   Additionally, contrary to the comments made in the rejection virtually all companies, including utilities charge to bring service from one location to another, not the other way around.   As previously stated, the customers have been given adjustments that reflect the correct amount due.     Sincerely,   [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:The Centrylink associate left me voicemail for more information but was going to be out of the office until April 4, 2016.  My concerns have not been addressed and no other person can help me.
Sincerely,
[redacted]

CenturyLink reviewed Mr. [redacted]’ account and found that the payment for the February 13th statement posted on 3-5-18. The disconnect order from the port request posted on 3-7-18. The final bill issued a credit refund of $9.45 on 3-19-18 and the revised final statement billed for $0.40 in long...

distance charges. CenturyLink Autopay department stated that the autopay service was cancelled and would not have collected the $0.40 charge on the revised final bill. I have issued a $ 0.40 credit to zero out the account and close the complaint. CenturyLink apologizes for any inconvenience that Mr. [redacted] experienced with this matter.

Our records indicate [redacted] also submitted a complaint with the [redacted] Office of the Attorney General (#[redacted]) regarding his concerns.  A response from CenturyLink was sent to the [redacted] on August 10, 2017.  Please refer [redacted] to the AG response for more...

information.  CenturyLink regrets any inconvenience [redacted] has experienced.    [redacted] Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/10/05) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaint.
The...

Name, the address and phones listed in the complaint did not return any account information.
If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed below.
Please have the customer provide the account number or phone number and the service address and any other info as is printed on the bill.
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 Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
XXX-XXX-XXXX
[redacted]@CenturyLink.com
Initial Consumer Rebuttal /* (3000, 6, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had all my information needed in the complaint that is being requested in the followup by Centurylink. They are giving me the run around.
The account probably doesn't come up anymore because it is closed and paid.
Final Business Response /* (4000, 12, 2015/11/09) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
The reason for the early termination fee is due to the customer receiving a discounted rate that is made up to a degree over the time of the term.
There are exclusions that are considered such as deployment in the armed services but moving to an area where the service may not be available is not a consideration that is applicable.
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
Final Consumer Response /* (2000, 14, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are to set in their ways and have no consideration for this claim

Complaint: [redacted]
I am rejecting this response because: on the first account they noted 108.xx was due for the modem that was not returned on that account when that modem was carried over to to the new account they never sent a bill for this account after the final credit was applied and told me it was acceptable to transfer that same modem to the new account. They assured me once the credit was made to that account that everything was in good standing and are now charging me for two modems when I only have one.  As for the second account I have been talking to them in reference to the fact they are charging me for services I haven't had since February. This will need to be corrected before Payment of any type is made to them. I have also gone as far as speaking with a lawyer in reference to this I'm working on settling this on my own first but he currently has record of every date call and transaction credit and piece of equipment leased to me if not resolved in a timely fashion and written material provided showing this, situation will escalate to that point. 
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Ms. [redacted] regarding her bill dispute.  In review of the account, Ms. [redacted]’s original quote is accurate.  Ms. [redacted] subscribed to High Speed Internet Service at $54.99, with a $10.00 Bundle...

Discount and Pure Broadband Promotional Discount of $24.05. The High Speed Internet totaled $19.95. In addition, she subscribed to Prism Essential TV at $81.99 with Prism TV Promotional Credit of $5.00 and a Prism Promotion of $40.00. The Prism billing totals $36.99.  High Speed Internet and Prism TV totals $56.94 not including taxes fees and surcharges. Ms. [redacted] disconnected her CenturyLink service on May 26, 2016. CenturyLink apologizes for any frustration. Internet Monthly Charges Internet 54.00 Bundle Savings (05/22 - 06/21) Internet -10.00 Pure Broadband Promotion Month 6 of 12 -24.05 Internet Monthly Charges Total $19.95   Prism™ TV Monthly Charges Prism Essential TV 81.99   Prism™ TV Discounts Prism TV Promotional Credit -5.00 Prism Promotion -40.00 Prism™ TV Monthly Charges Total $36.99     Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

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 billing error was...

resolved on June 06, 2016, at that time the billing was corrected and fixed. Mr. [redacted] was given a credit of $10 offset the charges for his promotion reverse charge from the previous months billing. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

CASE ID: [redacted]   10/26/2016 CenturyLink has received a copy of the Revdex.com complaint for [redacted]. Below are our findings:   Our records indicate Ms. [redacted]’s services were requested on 05/25/16 and became effective on 06/02/16. An order to cancel the services was...

processed on 06/15/16. The charges associated with service, including the fees for the equipment which was issued upon installation were billed to Ms. [redacted]’s account in the amount of $642.75. I was able to confirm the equipment was returned to CenturyLink on 07/01/16 after the services were cancelled, which as Ms. [redacted] advised was during the 30 day guarantee time frame.   Based on my findings, I have issued full credit of $642.75 to the account, which currently reflects a zero balance.   We appreciate the opportunity to address Ms. [redacted]’s issues and apologize for any inconvenience she may have experienced regarding this matter.   Sincerely,   Mrs. [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 customer’s payment history is as follows:The February bill in the amount of $67.74 which was due March 11th, 2016 did get received and applied on March 9th, 2016.The March bill, Due on April 8th,...

also in the amount of $67.74 and due on April 8th, 2016 has not been received and as indicated by the customer has not bee cashed.There are any number of reasons this could be but since CenturyLink has no record of ever receiving this payment, the balance was carried forward and the amount of the April bill reflects this balance carried forward plus current charges of $72.71 due by May 10th, 2016The next payments received were on May $18th in the amount of $67.71 and on June 10th, 2016 in the amount of $72.71.Since the one missing payment was the same amount back to back, it may have thought to have already been sent when it was not or got lost in the mail etc. but CenturyLink never received it.One of the late fees has already been adjusted and as long as there is balance carried forward, there will be late fees added to the bill.The easiest way to avoid this altogether is to set autopayment so that there isn’t any issues with the possibility of missing a payment or one that get lost in route to CenturyLink.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,[redacted] Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because: CenturyLink needs to refund me from the time of my service due to this luring and misleading that they have done. Please refund my account from the start date till now the difference in service I was expecting. Thank you.
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] account it has been found that the modem had been recovered but never properly checked in on the account. After investigation it appears...

that the customer did return it to the store and possibly got lost when the store did in fact close down. We apologize about the frustration that you have encounstered and we have credited the account and will notify the collection company to stop collection efforts.  Sincerely, Mr. [redacted]

I have reviewed the complaint from [redacted] regarding a poor experience with one of our outside Sales Consultants. CenturyLink apologizes for this situation it seems our Consultant wasn't properly trained and aware of what services and packages are available at Lara's address. I will provide...

feedback to our Outside Sales Manager for that area. I do show [redacted] currently has our 20mbps internet speed but can get  up to 80mbps speed at her address. We also have bundle packages including Direct TV service available there for discounted rates. If [redacted] is considering making any changes to her current service our Customer Care Consultants would be happy to go over the various package options and pricing 18002441111. We also have a live chat help option on our website for assistance as well www.CenturyLink.com. CenturyLink appreciates [redacted] taking the time to make us aware of this situation so we can ensure our Consultants are properly trained.Sincerely,Mr.T[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] 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 Ms. [redacted]‘s service was placed on vacation suspension April 6, 2016.  The May 4, 2016 bill reflects the change and a credit balance for $36.89.  The September 4, 2016 bill is the first bill that reflects a balance due, as previous months were paid using credit balance.  The September 4, 2016 bill reflects a $6.35 balance due.  This account does not reflect a payment for $106.99 posted this account.  The account is still on suspension.   CenturyLink can open a Payment Investigation for the $106.99 payment that was debited from Ms. [redacted]’s account.  I would need a copy of the bank statement that shows the payment, which should include the transaction number.  If the debit was made by check, I would need a copy of the cancelled check (both front and back).  Ms. [redacted] can email the document to my attention ([redacted]) at [redacted] or she can submit the document via the Revdex.com complaint.   If Ms. [redacted] has another CenturyLink account, which the $106.99 payment was applied, I would need that account number investigate further.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

I have reviewed the billing complaint from [redacted] regarding a credit for overcharges due on her account. I do show this matter has been resolved as of the 4/24/2018 billing statement a total credit of $275.32 was issued. CenturyLink would like to apologize for the billing error on our...

part and the delay in resolution we certainly understand her frustration. If [redacted] has any other unresolved questions we are happy to further assist as needed. Sincerely,Mr.T[redacted]

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaint. The Name, the address or combination thereof as well the...

phone numbers listed in the complaint did not return any account information. The customer may reply with the information needed via the Revdex.com or please have the customer contact the executive office Manager handling this complaint at any of the means listed below. Please have the customer provide the account number or phone number and the service address and any other info as is printed on the bill. 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 Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [redacted]