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. We want to know the resolution of the potential of overseas agents stealing identity information from customers.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They send this response and a letter stating it is all cleared up and I have a 0 balance as of June 1, 2016. Yet I get a another bill in the mail on July 1st, dated from CenturyLink date of bill 6/21/16 for $509.18. They did not clear this matter up. All they did was issue a credit on the previous  bill  which I should never have received in the first place. for $46.83 . This is the same thing that I have been dealing with for months now .   I tried calling the contact at the Corporate Office at CenturyLink who sent the letter ( [redacted]) stating the matter was  not resolved and left several messages for her  yet no one has the courtesy to return my phone calls. This has been going on since February . I have spent hours and hours of my time trying to get this resolved with them.
Sincerely,
[redacted]

CenturyLink has reviewed our previous responses to Ms. [redacted]'s issue. After careful consideration, we find our original investigation and response to be valid. We are unable to locate a different account with the information provided on this complaint. Our financial services team will be able to investigate further by gathering specific information we are not able to request via this avenue as it a public source. Please contact them directly at (800) 423-8994 CenturyLink has closed this complaintSincerely, Mr. C[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   The customer was given a detailed recap of the process and charges already in the previous reply.   If the customer wishes to maintain the current level of services and programming and get the entire promotional rates there are criteria that must be met, one of these being autopayment. If they want the price even lower that would require a change in the speed and the programming.   If this is not acceptable to the customer, they can cancel service without any early termination penalty for CenturyLink 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 [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 charges on the account are for a unreturned modem. I was able to locate the account number for the...

customer but I do not currently show that the modem was checked in thus resulting in the charge for the equipment. If. Ms. [redacted] can provide the tracking number that the modem was sent back we can investigate further. We apologize about the frustration that Ms. [redacted] has encountered. Sincerely, [redacted]

Our records indicate Ms. [redacted] also submitted a complaint with the [redacted] Department of Justice ([redacted]).  A response from CenturyLink was sent to the [redacted] DOJ on February 3, 2016.  Please refer Ms. [redacted] to our DOJ response for more information.  CenturyLink regrets...

any inconvenience Ms. [redacted] has experienced. [redacted] Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding a dispute in the amount of early termination fees they were charged. I have reviewed the account bill and show the customer was charged 3 prorated early termination frees for canceling the service early ...

$316.67, $158.33 and $250.00. Unfortunately we don't have any way to verify the $344.99 amount they said they were quoted to cancel the service or for which services the customer wanted canceled. The customer States they would not have canceled our service had they known the correct amount to disconnect. If the customer would like to reactivate our services we can waive the early termination fees off the bill they would need to call in to have the order placed [redacted]. We apologize for the confusion on the quote it seems it may have been for one of the services not three unfortunately we don't have any way to tell. If the customer has any additional information for us to consider we are happy to help.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 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. After reviewing all concerns with Mr. [redacted], I...

advised Mr. [redacted], cost increase is due to additional [redacted] service. [redacted] terms and service were provided at the installation, any service and billing changes would have to be handled through [redacted]. In regards to the CenturyLink bundle billing, I agreed to a onetime credit of $100 and the removal of the $9.99 modem lease to offset the monthly recurring charges. The credit and removal is inconsideration Mr. [redacted]’s ongoing bundle billing issues. Mr. [redacted] is satisfied with the resolution and will bundle service once [redacted]’s billing concerns are addressed. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted]. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates [redacted] writing regarding her father-in-law’s account.  I regret to inform [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation.  She did not provide her father-in-law’s name, address, or account number.  I...

was able to locate an account at the address on the Revdex.com complaint, which was in [redacted]’ name.  There has been no recent order activity on this account.   In order to investigate the complaint, the CenturyLink account number will need to be provided.  CenturyLink is only able to provide information to [redacted] if she is an authorized party on the account.   Once the CenturyLink account number is provided, CenturyLink will be happy to investigate [redacted]’ concerns.  I regret any inconvenience this may cause.   [redacted] Customer Advocacy Group

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint rejection. The rate that is available at the previous rate quoted is only available or was only available with the home phone as part of the package. If the customer rightly or incorrectly was given the rate as part of the packaged home phone promotion, it would not have applied without that aspect of the qualifying home package bundle. Removing the home phone removes the bundling pricing and the applicable promotional rate. The only promotional rate now available is what is being billed. It has not term, it is the price for as long as there is no change to the service and carries no term or contract obligation. As was stated in the previous reply the applicable charges have already been adjusted or negated by the back dating of the bill when the home phone package was removed. It is the     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 long distance rate dispute. I have reviewed the customer's long distance charges for their March bill to the ** showing they were not on our international calling plan. The notes from our Executive Office Complaints Manager on 5/6/16 show the customer stated they thought calls to the ** were covered which were not we adjusted $56.00 of the $140.00 in charges as a courtesy. CenturyLink feels this is a fair resolution for these valid long distance charges since there are no notes indicating the customer had asked us about international calling and per minute rates previously.Sincerely,Mr.[redacted]

Complaint: [redacted]
I am rejecting this response because:I do not question whether or not you have applied my Prism equipment refund.  Thank you for doing so and thank you for taking the account balance to zero.  Please itemize the money that I have already paid Centurylink and show me it makes sense for less than a months service and then I will completely accept your response.
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   CenturyLink apologizes the customer has had a difficult time for a billing issue which has not been specified in this complaint but appears to be related to the scheduling of autopayment and...

what the customer expected to pay when removing some of the services that turned out to be a different amount than it actually was.   This does not invalidate the charges and even though they are valid, the customer has already received a $50.00 adjustment and is no longer getting the TV service so no further adjustments are warranted.   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

Our records indicate a return label packet was mailed to [redacted] [redacted] St, Suite [redacted] on June 28, 2017.  This was the address that Mr. [redacted] provided when the account was disconnected.    CenturyLink has reviewed our previous response to Mr. [redacted]’s issue.  Mr. [redacted] did not provide any new information regarding his complaint.  After careful consideration, we believe our original investigation and response to be valid.  CenturyLink respectfully denies Mr. [redacted]’s request for further compensation.   Margaret CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:I have still been waiting for the funds that were promised to be refunded on 1/25/2017 by centurylink to get back to me. I called today to check on it and they changed their story to say a check should have been mailed and it will take up...

to 1 month to get to me. This company has been putting me through the ringer about what's happening and how I'm going to get my money back and I still have no idea if I'm getting it back, how or when. I spent 2 hours on the phone today and was hung up on 3 times.  I want to cancel my service with centurylink and they are going to charge me a disconnection fee of $200. One person I spoke to said they would waive it and failed to note that so the next person I spoke to refuses to waive it. I've troubleshot my slow service for 8 months with them, trying new modems, technician visits among other things on the phone and nothing has solved it. I pay for 40mb/s but I get 8mb/s speeds. The supervisor I just spoke to said if I get more than 1.5mb/s then they are doing their job and are not obligated to do anything further for me.  Please help me, I cannot afford any more money to be taken by this company and just want to be done with them. I've already paid $75 in overdraft fees because they did not let me know they were taking money for a modem I returned and now because I haven't received the refund they promised for that money I am going to have to pay a late fee on my rend for another $55, not to mention the late fees on the other bills that were scheduled to come out that couldn't.
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]

I have reviewed the account history showing the customer carried a balance forward every month back to Feb 2015 which is why he was charged late fees. I didn't find any billing errors but would be more than happy to address questions on specific charges on specific bills if the customer would like to provide them. If the customer has any additional information to be considered I would also be happy to consider that as well. Based on my current findings I don't see that any credits are due on this closed account.Sincerely,Mr.[redacted]

I have reviewed the billing complaint from [redacted] regarding being billed for an account they never used. I researched the closed account confirming the customer's statements showing the modem we sent was refused by the customer and returned to us. Based on my findings I have adjusted all charges...

off this closed account it now has a zero balance. We apologize for this error and the frustration caused by us this issue has now been resolved. Sincerely,[redacted]

Our records indicate Mr. [redacted] also submitted a complaint with the Federal Communications Commission (#[redacted]) and CO Public Utilities Commission (#[redacted]) regarding his concerns. The complaint is currently being reviewed and investigated for resolution. Once the investigation has been completed,...

the team managing the complaint will respond to the agency and the customer with the outcome of their findings and resolution.    Margaret Customer Advocacy Group