CenturyLink

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] disconnected his...

CenturyLink service on 03/03/2017. His combined CenturyLink/[redacted] bill statement had already printed on 02/13/2017. The bill was for CenturyLink service from February 13-March 12. The [redacted] portion was for service provided from February 3 to March 2. There was no payment made towards this bill statement. The final bill was issued on 03/13/2017 and it credited the CenturyLink service back to 03/04/2017, due to the disconnections order. Mr. [redacted] made a payment of $25.13. The [redacted] charges are correct as service was billed with CenturyLink until 03/03/2017. I have sent a copy of the 02/13/2017 and final bill statements. These statements reflect [redacted] services were billed a month behind. The service billing dates on the [redacted] portion of the bill reflect the charges were for February 3 to March 2 and therefore the balance is valid.  CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].Amber CenturyLink Customer Advocacy Group

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 records indicate an order was issued on February 17, 2016 to migrate Ms. [redacted]’s telephone number to CenturyLink and install Internet service.  This order completed on March 1, 2016.  I was unable to locate information regarding the January 22, 2016 order that Ms. [redacted]’s indicates in her complaint was issued.  I apologize for the delay this caused.  Per our Broadband Escalations representative, Ms. [redacted]’s Internet service has been working since March 1, 2016.  There has been usage every day since March 1st.  The circuit is currently trained at 9 Mbps on her 7Mbps line with no errors or issues.  There is one repair ticket on the landline on March 3, 2016, when a Long Distance issue was reported.  Upon review of the April 4, 2016 bill, Ms. [redacted] has been utilizing CenturyLink Long Distance since March 3, 2016. Ms. [redacted] should have contacted her old provider once her telephone number was migrated to CenturyLink to disconnect her account.  In compliance with [redacted] regulations, we cannot disconnect other products and services that are on a customer’s old provider’s account, as CenturyLink is not an authorized party on the account.  I apologize if this process was not clearly explained.  In an effort to satisfy, a credit for the non-recurring charge and the shipping charge on the March 4, 2016 bill has been issued.  A credit for $31.71 was applied on April 12, 2016 and should be reflected on the May 4, 2016 bill.  Ms. [redacted] is a valued customer and CenturyLink regrets any inconvenience she has experienced. [redacted]CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding  a disputed early termination fee for canceling our Prism TV service. I reviewed the account history showing [redacted] had our Prism service since 07/2017 his service agreement shouldn't have been extended when he transferred his service. Based on...

my findings I have credited the $200.00 early termination fee off the bill due to our error. CenturyLink apologizes for the error along with the frustration caused and time spent  trying to resolve it.Sincerely,Mr.T[redacted]

Complaint: [redacted]
I am rejecting this response because:
[redacted],  Thank you for this email.   Why in the world would I bother you with a complaint unless they insisted that I owe them a late fee.   You see, once they realized that I notified the AG and you, they completely did an about face.   I called several times and talked to three different reps who all told me I owed a late fee.   Please keep this in mind.   They lied and were going to charge me before I spoke out.   This is happening to other people who may not have the right resources to make a complaint.   Century Link is taking advantage of customers and they need to be called on their ethics.   I don't want any body else to be taken advantage of.  $9.00 per person would add up for them, even if it's infrequent.   Thanks.   [redacted]

After further review with Mr. [redacted], Centurylink billing is correct. Mr. [redacted] will review the entertainment billing with [redacted]. ** Customer Advocacy Group

I have received the customers reply and hope this work has been finished if not she can let me know and I will follow up with our Area Plant Supervisor as needed to ensure it's done. We do apologize for the time frustration and delay in getting this work completed. 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, This issue has already been escalated to the...

[redacted]. Mr. [redacted] has already received a response for all concerns through the [redacted] process. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Our records indicate Ms. [redacted] ordered Long Distance service on November 18, 2014. There are no notations on the account that she questioned the presence of Long Distance or the $2.99 Long Distance Line...

Charge until December 13, 2017, when it was removed.   In addition to the Long Distance Line Charge reflected on the monthly bill, the monthly bill also reflects the following verbiage, which would indicate the account had Long Distance service.   ###-###-#### Local Toll Carrier: CenturyLink Communications, LLC Long Distance Carrier: CenturyLink Communications, LLC   This verbiage was taken from page 3 of 6 of Ms. [redacted]’s December 8, 2017 bill.   [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: The company did not hold to their end of the agreement. This company offers you a certain speed of data but never did I receive it. This company once sent a technician to fix the problem but to no avail their service was still not reliable or to the speed they offer. I am not held accountable for breaking contract, when the company doesn't uphold to their agreement. I called numerous of times complaining of the slow speed and and they just gave some excuse of too many devices connected to it, never in the agreement does it say if more than one device is connect through wifi you won't get the speed we offer. They have false advertisement and each month my bill was exceeding from the previous month, they add hidden fees all the time without any reason. 
Sincerely,
[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: Prior to this reply, as promised, the agent previously handling this account issued and adjustment that brought the billing to an account balance of zero. CenturyLink...

provides that this is 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,   Steve Schwartz Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:My closed Centurylink account number is: [redacted]I appreciate the response and hope for another soon.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I called and complained about my lack of internet. At the time I called there was an issue and my call had been cleared out because they thought it was related to the damage to their equipment. So when I called  to inquire about a technician who was scheduled to come check the outside lines of my home that's what I was told. Then it was rescheduled but the tech never came so I called again. Finally someone came out and I was told all the lines were fine and had to live  with the slow internet speeds. Then I called again in June and I was told that the equipment was old and needed updated. I was told the service in my area was over sold. That was why I was having internet issues and that there was a scheduled upgrade for mid July.. but that was not a guarantee.. Centurylink is missing the point to this complaint and ignoring the fact that they failed to upgrade their equipment and over sold their product which is the cause of my internet issues. Up until the time I called the first time the internet was non existent or extremely slow to the point it would not register on any speed tests.  The csr I spoke to in June said there had been many complaints and they were aware of the problem. This is unethical and bad business for a company to ignore their equipment and customers. My complaints were made in December, I'm a teacher and was home on break. Since the records are not their maybe someone deleted them because they didn't do their job or didn't do their job in the first place and added the notes properly. This is disappointing that they can't even give and extra amount that I'm asking for, for their mistakes.
Sincerely,
[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] [redacted]

Complaint: [redacted]
Mr. [redacted],  My dispute is that I was intentionally mislead to think that there was no cost to cancelling when I first signed up for CenturyLink’s service. The sales representative who knocked at my door on 09/22/15 said I could cancel at any time; she was correct I could cancel at any time, but what she intentionally neglected to say was that if I canceled at any time within the first 12 months I would pay early termination fees. To the contrary, the sales representative repeatedly said I could cancel at any time, implicitly implying there was no cost to try CenturyLink’s service. Please review the attached order forms. Is it your contention I should’ve known that the sales representative was intentionally misleading me and construed from the handwritten ‘12 of 12 months’ on the package page and the general small print on the order information page that I was actually agreeing to a term commitment with attendant early termination fees? “You can cancel at any time,” is very different from “If you cancel at any time within the first 12 months, you will be responsible for paying early termination fees of up to $200.00 for Internet and up to $240.00 for Prism.”   In addition, what the 06/21/16 transcript does show is that CenturyLink’s online customer service representatives are trained to obstruct a customer’s request to cancel service with multiple transfers, escalating early termination fees and a protracted chat duration—it took 1 hour and 20 minutes with three different customer service representatives to cancel my account. When I told the first representative I wanted to cancel, I was transferred to a second representative who told me I would be responsible for paying up to $200 for early termination of the contract. I still insisted that I wanted to cancel and was transferred to a third representative who told me I would be responsible for paying early termination fees of up to $200.00 for the Internet and up to $240.00 for Prism. In addition, the third representative tried to end the chat prematurely twice by typing, “I have not heard from you for a couple of minutes. Do you still need me to keep this chat conversation open for you?” CenturyLink has employed deceptive sales and customer service practices. I will not pay the early termination fees of $49.90 for Internet and $40.00 for Prism.  Regards,[redacted]

I have reviewed the customer internet speeds and show the customer is at 40.132mbps download and 5.116mbps upload 100% train rate with a stable history. It seems the upgrade did go though the service looks great from our side if the customer is having any issues on their side they can give our 24/7 Tech Support a call [redacted] they are happy to help. We apologize if there was a delay in getting to the upgraded speed and certainly understand their frustration.Sincerely,Mr.[redacted]

I have reviewed the billing complaint from Marvin requesting a credit for a returned modem he didn't need. I reviewed the account notes and UPS tracking information confirming Marvin did return the modem as he stated. Since the charge was not automatically adjusted I credited the...

account for $107.45 it has as of today. CenturyLink understands Marvin's frustration for this delayed resolution we apologize for the credit not being processed earlier.Sincerely,Mr.[redacted]

09/05/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon receipt of Mr. [redacted]’s Revdex.com complaint, I requested CenturyLink’s executive repair team to contact Mr. [redacted] with any issues he may...

be having. Unfortunately, [redacted] (one of CenturyLink’s executive repair team member) could not get into contact with Mr. [redacted] had left messages with his contact number with no call back. [redacted] also worked troubleshooting on CenturyLink’s repair email and found no issues. [redacted] also found that the last time Mr. [redacted] called about any issues was 01/14/2016. I would advise Mr. [redacted] to contact CenturyLink’s repair at [redacted] or at the number [redacted] left on Mr. [redacted]’s voicemail. As CenturyLink has assisted to contact Mr. [redacted] to assist without success, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the billing complaint from [redacted] regarding their monthly  billing amount and status update of their promotional rewards cards. I have reviewed the account notes and bills it seems the Prism TV promotions weren't on the account as they should have been from the...

start of the service. I show this has been resolved and credits issued on 11/07/16 for the amount of $169.82. The customer is currently receiving $81.98 in discounts for their Prism service as detailed on their December bill. I show they are also getting all their discounts on their internet service including their military discount which is also detailed on their bill. The account notes show we checked the status of their promotional reward cards which total $175.00 per our reward card system. If they haven't received the remaining one yet they will soon. If they need to check the status in the future they can use our live chat help option on our website www.centurylink.com or call our Customer Care Department [redacted]. Based on my findings all the customer issues have been resolved as of the December billing cycle they are in good shape going forward. We apologize for the frustration our customer has experienced trying to get these issues resolved. If they  have any additional questions I would be happy to further assist as needed.Sincerely,Mr.[redacted]

03/06/2017 CenturyLink 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 reviewed the term promotional discounts and pricing for Ms. [redacted]’s service. I found that Ms....

[redacted] was advised of the technician installation fee. CenturyLink is billing Ms. [redacted] correctly for the service she subscribes to:-----------------------------------------------------------------------------...⇄ BroadbandPackage Charges $63.95DiscountsPromotional Discount -$38.95 (Expires 09/30/17)-----------------------------------------------------------Package Charges After Discount $25.00Router Equip Fee 9.99----------------------------------------------------------------------------...⇄ [redacted]’s monthly rate is higher due to taxes, fees, surcharges and late fees. I would advise Ms. [redacted] to register to CenturyLink autopay to avoid late fees and timely payments. CenturyLink’s online payment option has been found to have no outages or issues with conducting payments. I advise Ms. [redacted] to utilize the click to chat option for assistance if she continues to have issues while making a payment.  I reviewed Ms. [redacted]’s calls to report any service issues and I found 2: *10/11/2016 9:15pm: wifi/wireless issues. The agent assisted by resetting the wifi/wireless password. Ms. [redacted] was able to connect to the web.  *12/29/2016 10:33pm: no internet. The agent assisted with Reset of modem/router and Dslam. Ms. [redacted] was able to connect to the web.  Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full 24 hours and must be reported to CenturyLink internet help desk ([redacted]) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notations. CenturyLink does not guarantee the Wi-Fi/wireless speeds and connection due to the possibility of so many out of our control possibilities of interference. This is the reason we do not charge for this portion of service. We do our best effort to support but again can’t guarantee it. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence, among other factors. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [redacted]’s issue. We regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situation. CenturyLink finds no credit adjustments to be warranted and has closed this complaint. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I have asked Centurylink to review recorded communications which will confirm speed and price offered. Further, Centurylink is billing at a rate significantly higher than acknowledged in the Revdex.com complaint response. I have also made repeated requests for Centurylink's escalation team to contact me for resolution as I have already invested too much time on hold. I renew that request.Please contact me for to set up the offered program and credit amounts invoiced in excess.
Sincerely,
[redacted]