CenturyLink

03/09/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Mr***’s Revdex.com complaint, I requested that CenturyLink’s escalation repair contact him to assist with the
issues. I was advised that records show that there was only phone call to CenturyLink repair about issues on 02/09/and a repair ticket was submitted with a due date of 02/14/ Mr*** had contacted CenturyLink customer service requested out of service credit and was issued a courtesy credit of $(roughly days of out of service). The escalation repair agent was able to contact Mr*** who advised that the repair actually completed on 02/13/(days of reported out of service)Mr*** requested more credit than just the days of reported out of service creditThe escalation repair agent issued an additional $(roughly days of out of service). In the future Mr*** must be advised that CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink repair (***) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notations It is customer responsibility to notify CenturyLink when service is not working in a timely manner. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs Mr***’s service has been repaired and his account has been issued out of service adjustments in excess of the reported timeframe of the issue, CenturyLink has closed this complaint with no additional credit adjustments being warranted. Sincerely, *** ** ***
*** *** *** Consumer /Small Business Sales and Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the proposed resolution is satisfactory to meI appreciate the response from Century LinkI will follow up with an additional complaint if this resolution is otherwise not implemented
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The Centurylink response did not address the deficiencies in their customer service response, their provision of erroneous updated contracts, and the service issues that plagued us for monthsThey also did not address the provision of the original service which was not suitable to our requirements. The quality of the service is much better than it was during the last quarter of last year and the early part of this year, that is true but it belies the response about the speed of the service being the problem. We would hope for a in depth review of their customer service towards us and their failure to follow procedures that they are legally bound to
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: if I had a contract With you you wouldn’t let me out without penalties I was offered something it shows in my account and I was then forced to leave this is why you gave me credits I’m sorry that you can’t see how you have treated me by telling me if I didn’t leave I would have to pay a month and that you weren’t going to give me the deal you promised I’m sure a lawyer would feel I was in the right and you can’t go threatening your costumers because you were in the wrong
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding service and billing disputeI am sorry to hear about this experience and would be happy to help if the customer can provide me with their CenturyLink account number I was unable to find it with the information provided
Sincerely,***

1/21/16: Centurylink has reviewed the customers account regarding the problems they encountered with their internet service and the early termination charge they were billed when they disconnected serviceThe customers indicated the service was unreliableThe customers is requesting the
early termination charge be credited as well as being credited for the modem they purchasedThe customer was sent a return mailing label on 1/19/for the customer to return the modemCredit will be issued after the equipment is receivedThe account was credited $for the early termination chargeThe remaining balance, minus the $credit the customer will receive for the modem, is the customers responsibility to payCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingIf, as is stated, the complainant
has already received relief through the courts, the customer should provide this information to me directly at ***.***@CenturyLink.com for further reviewThere are no notations on the account indicating such and this appears to be a valid final bill for account number *** *** If the customer is pursuing further legal action to address these charges or other additional compensation such as legal fees etcthe complainant will need to contact the CenturyLink Corporate Legal Department for redress of grievances CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: ***
I am rejecting this response because: I have made it clear from the point that I received the original bill in question that I had been misguided and misinformed by representatives of Centurylink's Billing and Sales Departments with regards to these charges and changes made to my account during the month of March which resulted in the adverse affects to my bill I have spent spent several hours trying to work with Centurylink agents from various departments, however I have been offered no reasonable means to dispute these charges, regardless of how they were representedA letter has been sent to Centurylink and copied to my attorney as of march 22, detailing my concerns and satisfactory resolution but I have yet to receive verbal contact from Centurylink agents
Sincerely,
*** ***

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, *** *** ***. I would like to apologize for the less than exemplary service that Ms*** 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 wellOur records indicate an order completed on August 25, to combine Ms***’s *** Wireless account with her CenturyLink account for billing purposes. Ms***’s CenturyLink account was already receiving a reduced rate on the Internet service. Thus, an additional $monthly discount was not applied. I apologize for any miscommunication that occurredIn an effort to satisfy, a credit for the $monthly discount she was expecting for twelve months has been applied to the account. A credit for $was issued on February 12, and should be reflected on the February 16, bill. CenturyLink regrets any inconvenience Ms*** has experienced*** CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Subsequent to this complaint being filed, the unit was returned and having verified the return of the equipment as June 15th, a full adjustment of the
charge has been issued and the balance on the account is zero CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

As of the date of this response, Ms*** has not been billed for any equipment. I will continue to monitor the account and make any necessary equipment adjustments *** CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr, ***'s account it has been found that the disputed amount has been credited and pulled from collectionsThis complaint was submitted to several
different avenues and was resolved previouslyWe apologize for any frustration encounteredSincerely, Mr***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for the poor customer service experience and will follow up and address this internallyAs for the other aspects of the complaint,, there was an order issued on April
12th, 2016, order number *** that removed the lease charge from the accountThe order was also backdated to reflect roughly three months of time which generated a credit adjustment on the account for the previous lease charges in the amount of $In addition to this the customer also received a manual adjustment in the amount of $on the same date; combined amount total is $which is the amount the customer states in the complaint is the settlement desiredAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The previous reply was very specific as to what the customer should expectIf an agent error in the quoted price is the cause or there was a misunderstanding regarding the quoted price and how it applied Centurylink considers remedy for this on case by case bases Since there is no way to manipulate the systems to accommodate misquoted pricing or a misunderstanding, the customer may opt out of the service at any time without penalty of early termination; the account has been noted accordingly CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst 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: Subsequent to this complaint and prior to this reply, the customers services were disconnected and backdated to reflect the customers requested dateThis resulted in an overall amount paid for
by the customer previously of $Centurylink provides that this meets the desired settlement requested by the customer and asks that the complaint be closed as resolvedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: ***
I am rejecting this response because:
Sincerely,
*** & *** ***

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found the notification of the increase to the Internet Cost Recovery was notified on the 03/13/
statement:Important News from CenturyLink About Your Service Effective with your April bill, you may notice an increase in the rate for Internet Cost Recovery, to a new rate of $The Internet Cost Recovery Fee helps deflect the costs associated with building and maintaining the CenturyLink broadband networkIf you have any questions about this notice: residential customers, please call a Customer Care Representative at ***; business customers, please contact a Customer Care Representative at the telephone number printed on your billThank you for choosing CenturyLink for your communication needs--we value you as our customer.Customers that utilize the ebill option may view the bill in full (itemized statement with notifications) through the MyAccount online serviceThe emails are sent to notify customers that the bill is available for review (itemized statement with notifications).CenturyLink has the right to make rate increases without notification to any product or CenturyLink surchargeThe contracts CenturyLink offers are for the dollar amount of the contractual promotion rate not the service rateMs*** is notified of this on every bill statement as shown below:Service Period: Apr - May You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 11-20-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill.High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of 12 -34.05As CenturyLink notified Ms*** of the rate increase to the Internet Cost Recovery and she has been advised of the contractual terms for the promotional discount, CenturyLink has closed this complaint.Sincerely,*** ** ***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: On June 6th, the customer’s account was disconnected and the billing and charges backdated to the 4th of May, That adjusted all the charges on the account from May 5th,
forwardThat leaves a valid balance of $which currently due CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this non-resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/12/18) */
CenturyLink appreciates Mr*** giving us the opportunity to review the handling of his accountAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training
Upon
review,
I have verified both accounts no longer have an owing balance, all charges have been adjusted to a zero balanceA total adjustment of $has been processed, refund process can take up to days
I apologize, CenturyLink does not compensate for lost time, please accept our sincere apology due to the inconvenience causedPlease contact me @X-XXX-XXX-XXXX for any further questions or concerns
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)