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]

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]

Initial Business Response /* (1000, 4, 2015/07/21) */
07/21/2015
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 found the early termination fee had already been...

credited on 07/03/2015 and reflects on the 07/16/2015 bill statement.
CenturyLink currently charges a lease fee for the advanced modem and has the right to back date any billing that was previously not billed. However, I did not find any notification usually added to a bill statement within important notice section on any previous bill statements or the statement the charges appeared on. I have issued a credit for the amount of $48.74. As the balance on the account has already been paid, this will leave the account with a -$48.74 balance. A refund check will be processed and delivered within a standard 90 day timeframe.
I apologize for any inconvenience this [redacted] have caused.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate CenturyLink's reversal of the early termination fee as well as crediting us for the lease modem fee. I will look for that credit check in the mail. As of next week we have a new address, will it forward or does CenturyLink need it?
There was still a lack of communication on CenturyLink's end, as [redacted] had told me they would be in contact with me regarding their decision. I never received communication for the resolve of my 2 and 1/2 hour phone call, rather just a bill in the mail. I hesitantly had to call them to clarify the charges of the bill. That was when I found out they waived the early termination fee, and it had already been paid through autopay.

10/06/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] regarding billing.  Below are our findings: Upon research of Ms. [redacted]’s CenturyLink account, I found this complaint was already addressed. On 09/26/2016, Ms....

[redacted] communicated through CenturyLink’s Escalations email. A credit was issued to zero the final bill statement and the proper requests were made to cease any collections and remove any credit reporting  CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [redacted]’s issue. We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situation. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

10/26/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon receipt of Ms. [redacted]’s Revdex.com complaint, I reviewed the original sales call that resulted in an order for new service. On...

07/07/2016, Ms. [redacted] called to inquire about service and was advised of the most popular package of Phone and internet for a 3 year price lock for $54.95 a month with the required autopay and paperless billing OR $64.95 without autopay and paperless billing. Ms. [redacted] asked about the advertised rate of $19.95 for internet only. The agent advised that the internet cost is reduced due to bundling with a qualifying phone with nationwide long distance package totaling $64.95 a month with required autopay and paperless billing. Ms. [redacted] inquired about a modem fee. She was advised of the lease fee per month of $9.99 or a purchase fee of $99.99.  Ms. [redacted] agreed to the Phone and internet for a 3 year price lock for $54.95 a month with the required autopay and paperless billing OR $64.95 without autopay and paperless billing and to lease the modem/router for a monthly fee of $9.99. The order [redacted] was placed with a due date of 07/11/2016. Ms. [redacted] was advised of the activation fees and equipment shipping costs. Ms. [redacted] was advised multiple times during the call of the service being ordered (phone, internet and leased modem/router), all package pricing and promotional requirements of autopay and paperless billing. On 08/22/2016, Ms. [redacted] contacted CenturyLink inquiring stating she never agreed to a phone package. The agent offered a new package rate for just internet for a 12 month term commitment of $24.95 a month with the required autopay and paperless billing OR $34.95 without autopay and paperless billing. She was also offered a onetime bill credit of $25.00. Ms. [redacted] accepted this package offer. Currently Ms. [redacted]’s billing is the $34.95 without autopay and paperless billing.  CenturyLink has sustained all charges associated with the service provided, as Ms. [redacted] had agreed to the phone and internet package plan when she had requested service on 07/07/2016. CenturyLink has closed this complaint with no credit adjustment being warranted. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 [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 in February some prism promotions fell off the account causing the bill to rise. When they were added an additional discount was accidently removed that discounted the internet. This caused the bill to increase 42.05 a month each month. In an effort to satisfy, We have adjusted the amounts that we have calculated [redacted] was over billed due to the promotions being removed. The total credit amount is $205.26 that will appear on the next billing statement. We have also escalated this issue to a Prism specialist who has made sure the promotions are added and that [redacted] will be billed correctly.     Centurylink regrets any inconvenience [redacted] [redacted] has experienced. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:When I called last month, the original purpose of my call was to inquire about a $50 [redacted] gift card that I was offered at the time of sign-up that I had not yet received. This is when the pricing error was discovered. After speaking with a supervisor, I was offered to have my cable box rental fees waived for a year in addition to cancel the contract. The cable box fee has not been waived on the recent bill I received several days ago. I also have not received the $50 [redacted] gift card  I accepted CenturyLink's contract for fiber optic service based entirely on the offer presented and required substantial investment in new hardware and renovation (including purchase of their proprietary router, installation of fiber optic wiring, and permanent modifications to my house). I was billed my contract price for 2 months without any concerns regarding pricing. To find out that my quoted service was incorrect 3 months into my 12-month contract is disingenuous and tantamount to a "bait and switch" marketing tactic. CenturyLink should be held to honor their contract, particularly after I have invested into their infrastructure and technology which makes the agreement mutual and impossible to simply cancel without substantial cost to me. To then have a second offer (waiving the cable box fees) also not honored is egregious. I cannot thus accept your response and I will pursue my claim with the FCC and Revdex.com further.If you would like to discuss further, I am available at the phone number below. Thank you.
Sincerely,
[redacted]

09/06/2016 Per Mr. [redacted]’s requested, CenturyLink Broadband escalations team member, [redacted] contacted Mr. [redacted] and explained the exhaust. Mr. [redacted] requested a technician to visit his home. [redacted] set an appointment for 09/21/2016 (per Mr. [redacted]’s schedule). As this date extends past the Revdex.com response time, I have closed this complaint as Mr. [redacted]’s request for a technician visit is pending. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Our records indicate Mr. [redacted] also submitted a complaint with the Federal Communication Commission (#[redacted]) regarding his concerns.  A response from CenturyLink was sent to the FCC on February 23 and March 5, 2018.  Please refer Mr. [redacted] to the attached FCC responses for more...

information.    CenturyLink has reviewed our previous responses.  After careful consideration, we believe our original investigation and responses to be valid.   Margaret Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:  I don't agree with the response as I feel I am getting a runaround.  Customer service says one thing and the people responding say another.  I am not going to pursue this any further because they have made their stance clear.  As I said before - they value the small refund I am due more  than good customer service so they can keep my refund.  I can live with the fact that I( will never have to deal with them again and that's fine.  My advice to future customers is buyer beware.
Sincerely,
[redacted]

02/15/2017 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 the Executive Office and Repair Services investigate and contact him with...

assistance. [redacted] from the Executive Office and Repair Services contacted Mr. [redacted] and was advised by Mr. [redacted] he was not able to find the manual to his fax machine and since it is an old machine, he has decided he will go out and purchase a new one. Mr. [redacted] also expressed concern over the 2nd line on the account [redacted] stating he had never heard of that number, wants it disconnected and credit for the time he has been billed for it. Upon research of [redacted]’s CenturyLink account that Mr. [redacted] is an authorized person, I found that currently the CenturyLink products Ms. [redacted] subscribes to that bill seperate are as follows:________________________________________________________________________...⇄ Internet, Home Phone Package and Advanced Modem - Lease (Includes internet service, local phone service and features and long distance unlimited service)  [redacted] Local Phone Service - Additional Line (Includes feature - Custom Ring # [redacted] Ring Pattern A) Active since 12/02/2010______________________________________________________________________...⇄ [redacted] originally was subscribed to a 2 line package that included [redacted] and [redacted] for one rate (I research as far back as 01/01/2007 - reviewed 10 years of billing)________________________________________________________________________...⇄ Custom Choice package (Included Package 1st phone line [redacted], features and 2nd line [redacted] no charge)_________________________________________________________________________...⇄ [redacted] moved her service on 12/02/2010 to a new location which required a package change to include the [redacted] line to bundle with the internet (grandfathered/older packages cannot be moved with service; new packages are required) and the 2nd line [redacted] to be billed separate.  During the move order, Ms. [redacted] requested the Custom Ring # [redacted] to be added to the 2nd line [redacted] (custom ring #s adds a phone number to an existing number line and rings differently to distinguish callers from the existing number and the customer ring number/ basically 1 phone line 2 phone numbers). As the 2nd line has been on the account and reflected on the bill statements for over 10 years, CenturyLink finds there to be no billing errors and no credit adjustment warranted.  Should Ms. [redacted] or Mr. [redacted] no longer need/want the additional line or numbers, they would need to contact CenturyLink customer service at [redacted] to request the removal. All changes to an account require verbal account verification per the CPNI federal regulation. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’s issue. We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situation. As the complaint issue was found to be Mr. [redacted]’s fax machine and not the CenturyLink service issue, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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.I requested our executive repair agent, Veronica, contact...

Mr. [redacted]. She reached out to him on 12/29/2017. She was able to assist with getting the [redacted] program operating. She provided Mr. [redacted] with her contact information should he run into any future issues.No credits were issued to Mr. [redacted]’s account as there is no charge for free [redacted] antivirus service.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].Amber CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:the account does not have a zero balance. I attached a copy of a recent centurylink letter showing monies owed. This demonstrated it is not a zero balance. If this representative had it closed out after reviewing the last correspondence, then they need to send me a new letter stating that or attach the document here reflecting a zero balance. This corporation has lied and mislead me multiple times and has no credibility. Please attach proof that account is closed with a zero balance. 
Sincerely,
[redacted]

My neighborhood has been experiencing horrible download speeds during peek hours of 8pm and midnight. due to the time of the issue, centurylink does not send out techs at that time to review the issue and therefore the problem goes unresolved. many people in the neighborhood cannot watch online videos, play games, or many of the evening activities you'd expect to be able to do when paying for 100mbps download speeds. at the last test over an ethernet connection I was getting 7.4mbps download speed when i'm paying for 100mbps. multiple calls to support throughout the neighborhood, and many replaced modems later, the problem persists with no solution in sight. if you intend on using the internet service after work during peek times, seek other providers.

I have reviewed the Revdex.com from [redacted] regarding a billing issue. I have reviewed the account notes showing there was some issues with the order to move the customers service it seem there was a dropped call causing the order not to be issued. I show there has been an issue trying...

to get the [redacted] service combined billed with our services but I don't show any double billing the customer is requesting credit for. If the customer can provide more details on specific charges I'm happy to further review and help as needed.Sincerely,[redacted]

I have reviewed the complaint from [redacted] regarding higher than expected monthly bundle rate. I have reviewed the account notes showing this matter has been resolved via an FCC complaint the results of the findings are below. The customer's Prism was disconnected on 5/16/17. There would have...

been an ETF attached to that $40.00 discount, because that requires a 12 month term, but it looks like it was waived. CenturyLink regrets any misinformation regarding promotions and rates. CenturyLink reviewed [redacted]’s services and the current promotions available and determined that the rate of $88-89 is not valid. [redacted] has disconnected Prism TV as of May 16, 2017 and the early termination fee was waived. Credit for service previously billed but not used will be credited on the next bill statement. Notes on the account indicate that [redacted] could cancel all services by May 22, 2017 and get the internet ETF waived. Since [redacted] did not disconnect her internet service the contract is sustained. The internet contract expires March 8, 2018.  Sincerely,[redacted]

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Our records indicate Ms. [redacted] has made several attempts to process an online payment in August and September, which have failed.  The problem occurred on the customer side and Ms. [redacted]...

is advised to contact her bank for clarification.   Ms. [redacted] is requesting reimbursement for $31.85, as she has been correctly billed convenience fees.  While the issue is not a CenturyLink issue, we have agreed to apply a one-time adjustment, in an effort to satisfy.  A credit for $31.85 was issued on September 19, 2016 and should be reflected on the September 29, 2016 bill.   [redacted] CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/11/24) */
11/24/2015
CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings:
Upon research of Ms. [redacted]' CenturyLink account, I found the new service order was set for internet and a...

purchased self install router. The technician was required to connect lines outside the home but not to do a full install of equipment. The order completed on 08/07/2015 as the technician did the outside work and signed off on the order.
On 08/13/2015, Ms. [redacted] called stating she didn't want the service due to no technician installation had happened. An order was placed to disconnect service with an effective date back to 08/07/2015 for service. However the onetime charges were not credited off the bill that had been issued on 08/10/2015 (included charges from 08/07/XXXX - XX/09/2015 and the standard 1 month in advance 08/10/XXXX - XX/09/2015, activation fees, router purchase fee, shipping fees and Direct TV charges). Ms. [redacted] did make a payment for the amount of the Direct TV portion of billing.
I have found that the equipment was not installed by Ms. [redacted] and I have applied a credit to her account in the amount of $260.87 leaving a balance of $0.00. A Revised final bill statement reflecting the credit will be sent on 12/10/2015 to the address on the account (service address and billing address are the same).
I apologize for any frustration this may have caused.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 6, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response and I appreciate the credit to my account.
It was not as cut and dried as Century Link's response sounds. I would be more than happy to talk to someone in their corporate office and send copies if it would help them with their customer service issues.
I was going to upload them to the website but their is a lot of my personal information on the chats.
Take a look at CenturyLink's facebook page and you will see you do NOT want to do business with them.
Thanks for your help in resolving the matter.
Hopefully, the credit will be applied as stated and I will not have to deal with them again.
Thanks,
[redacted]

Initial Business Response /* (1000, 4, 2015/09/09) */
CenturyLink has reviewed this account and does see that Mr. [redacted] installed services and then disconnected a few days later. We have credited all charges on the account and the $25 refund was sent for processing on 9/5/15. The refund will...

be in the form of a paper check which will be mailed to the billing address on file, which is also the address on this complaint. It usually takes 7-10 business days for the processing of the refund and for it to be received by the customer via [redacted]
CenturyLink apologizes for any inconvenience.
Sincerely,
[redacted]
CenturyLink
Initial Consumer Rebuttal /* (2000, 6, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

As previously stated, if Mr. [redacted] is disputing the CenturyLink response he needs to contact the manager assigned to his case.  Below is a copy of the letter that was sent to Mr. [redacted]. March 29, 2016 [redacted] 
[redacted] Dear Mr. [redacted], Thank you for your recent letter.  Please accept my sincere apology for any misunderstanding or inconvenience you may have experienced with your billing issue.   According to the records on the account, you were issued credit for the Early Termination Fee on 2/23/2016.  There will not be any credit issued for the discount.  You did not dispute the charges until after you had canceled the service. Mr. [redacted], I want to thank you again for taking time to bring this issue to our attention. If there is anything further I may assist you with, please do not hesitate to contact me.  Sincerely, [redacted] CenturyLink Consumer/Small Business Sales and Care Customer Advocacy Group [redacted] CenturyLink Customer Advocacy