CenturyLink

In an effort to satisfy, a credit for four additional months for the promotional discount has been applied to Mr***’s account. A credit for $($* 4) was issued on September 13, and should be reflected on the September 25, bill. Mr*** already received a $credit, as previously statedThis will give Mr*** the promotional discount for seventeen months *** CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a service disputeAfter investigation of Mr***'s account it has been found that the current service level is the highest level of service we currently offer at his locationWe have placed
a note on Mr ***'s account to waive the termination fee if Mr*** wishes to cancel his Centurylink serviceWe would like to advise Mr*** that we are only able to waive termination fees of the Centurylink based servicesCancelation of the internet will also cause the customer to lose bundling discounts on his *** service causing the television bill to increase slightlyWe apologize about the frustration the customer has encounteredSincerely, Mr***

Complaint:
I am rejecting this response because:Complaint: 11312507this again is an unacceptable reaponseif you have the power to sell and offer services for another company then you should have the facts and if you missell, cram or flat out lie about the details then you should be held liablei have already contacted direct tv and they have been less than helpful much like centurylinkboth companies blaming each other and telling me to take my complaint to the other to be resolvedin my opinion the liability lies with centurylink sales department
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/09/30) */
I have received and reviewed the Revdex.com complaint from *** requesting his account be closedI have issued a disconnect order per ***'s requestI would advise the customer needs to contact *** TV to either disconnect
or have the account moved back to *** TV billingCenturyLink would like to apologize for the frustration the customer had trying to get this order place through our Customer Contact Centers
Sincerely,
Mr***
Customer Advocacy

I have received a copy of the Revdex.com rebutal filed by Ms*** *** regarding her billing disputeCenturyLink stands by the original positionMs*** had *** *** ***, which was cancelled on July 25, On July 26, *** *** *** was cancelledMs*** has a zero balance both bill have been resolvedMsLillegard’s final bill printed on July 26, and reflects a credit balance of $The bill states the following: Internet Service - Jul 25, Order Number Remove Service Internet Cost Recovery Fee Internet Credit for Internet Cost Recovery Fee Previously Billed at $from Jul to Aug -Credit for Internet Previously Billed at $from Jul to Aug -Internet Service - Jul 25, Order Number Service Installed at New Address Internet Cost Recovery Fee Internet Charge for Internet Cost Recovery Fee Not Previously Billed at $from Jul to Aug Charge for Internet Not Previously Billed at $from Jul to Aug Internet Service - Jul 26, Order Number Remove Service Internet Cost Recovery Fee Internet Credit for Internet Cost Recovery Fee Previously Billed at $from Jul to Aug -Credit for Internet Previously Billed at $from Jul to Aug -Service Additions & Changes Total -$Total Internet Charges -$ If Ms*** has a different account she is inquiring about she should indicate the account number for further investigationCenturyLink apologizes for any frustration. Sincerely, Ms***CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms***'s account it has been found that the charges that accrued after the home phone was ported have been adjusted and the account is now
showing a zero balanceWe do not show collection or negative credit reporting from this accountCenturylink apologizes for the frustration encountered and appreciates the opportunity to address Ms***'s concerns Sincerely, Mr***

I have reviewed the complaint from *** regarding her internet service activation being delayedI show the service was activated on 12/22/ unfortunately I don't seen any notes on the account regarding the delayed activationIf *** has any unresolved questions I am happy to further
assist as neededSincerely,Mr.***

I have reviewed the customers reply I would be happy to review the chat they state they have from 9/22/15 if they would like to attach it I'll see if it changes our stance on the overcharge.Sincerely,Mr,***

Initial Business Response /* (1000, 4, 2015/08/17) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
The customer had an ongoing investigation regarding a payment that was either missing or misapplied
The customer incurred late fees totaling $
but has been compensated in the amount of $
The most recent information regarding the payment that has yet to be found or applied indicates that we have not received it
If the customer wishes to provide the information to me directly I will be glad to be the single point of contact regarding this payment issueThe customer may contact me directly at any of the means listed below
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
XXX-XXX-XXXX
***@***
Initial Consumer Rebuttal /* (3000, 11, 2015/10/16) */
***Document Attached***
I've contacted *** *** three times by phone 9/10/& 10/15/& by email providing the bank transfer document on 9/& 10/with no response & no credit on my billI fully paid the $again so my bill was not in arrears in September I've attached the bank transfer here
Please advise on how to get my $refunded
Final Business Response /* (4000, 22, 2015/12/21) */
To whom it may concern:
I have received and reviewed the customers' complaint and found the following:
With all due respect, the customer initially maid this payment to an incorrect account number on as is clearly documented on the paperwork submitted
CenturyLink apologizes that it took this long to authenticate where the other payment went to and has transferred the payment back to Ms***'s account
Centurylink provides that this is sufficient resolution to the customers issue and considers the issu closed
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
Final Consumer Response /* (2000, 24, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My account was finally credited the march paymentA secondary complaint was filed with the Minnesota attorney general as the Revdex.com Denver did not actually intervene & continually closed this complaint without resolutionThe complaint remains on file with the mn ag if there are future issues

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, although there was a mistake in the bill for $104.00, which I've discussed with Century Link's billing department and they are going to credit me the mistake on my last bill (i.ethe one for $9.00)My suggestion for Century Link is that they make sure to inform anyone cancelling service that they will have a different account number after canceling and to provide the new account number so the closing bill(s) can be accessed via the Century Link website (something they didn't do for me; subsequently my credit card was being charged without me being able to review the bill!)
Sincerely,
*** ***

I have
reviewed the two closed accounts it seems there was some confusion when the customer called in to cancel with us as they wanted to port their number over to another providerThe account was disconnected on our side preventing the number from being ported to the other provider it has to remain active for the transfer to happenBoth account have a zero balance we apologize for the error and frustration this situation has causedIf the customer has any additional questions I'm happy to help.Thanks,***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, *** *** ***. I would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representatives. His 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 Mr***’s Prism service was installed on January 27, 2016. Due to a change in billing systems, Mr***’s Prism charges did not appear on his bill until the May 22, bill, which reflected a past due balance. In addition, it does not appear that he received a promised $bill credit or the $Gift Card Mr***’s promotional discounts began to expire in January and February 2017. This caused his monthly cost to increase. Mr*** disconnected his account on March 22, 2017. The March 22, closing bill reflects a balance due of $315.80. In an effort to satisfy, a credit for the outstanding balance has been applied to the account. A credit for $was issued on March 29, and the account currently reflects a zero balance due CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

CenturyLink thanks Mr*** for getting back to us.We have updated Mr***'s mailing addressHe will receive the refund check at his Atlanta addressAmberCenturyLink Customer Advocacy Group

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

Initial Business Response /* (1000, 4, 2015/10/08) */
I have received and reviewed the Revdex.com complaint from *** regarding a reimbursement request for customer purchased equipmentI reviewed the account note and show the customer was already given an adjustment for the activation
fee and installation charges $on 9/30/I do show modem changes on the bill of $which I adjusted off today 10/8/The account was noted on 9/30/that the customer was advised we would credit for a modem due to the delay and misinformation on which one for them to purchaseI have credited the cost of our modems of $to the account any additional routers purchased buy the customer would be at their own costCenturyLink would like to apologize for the delay in service installation and confusion regarding the modem issue by our employees
Sincerely,
MR***
Initial Consumer Rebuttal /* (2000, 6, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

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 trainingUpon review, I verified Mr***’s Prism billing concerns
had been resolved on April 18, At that time, all disputed Prism chargers were adjusted to zeroI apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

To whom it may concern:Please be advised that CenturyLink has completed a review of the complaint filed Mr*** and found the following:CenturyLink is not responsible that the customer did not clearly read or understand the criteria or cancel within the thirty days which is granted without penalty.The customer acknowledges that they did not read the confirmation and that they may not have understand the advertisement that clearly indicates an unlimited calling plan is part of the bundle as evident in the documentation provided by the customer.The customer cannot have the speed they want in a data only plan, it is not within the system’s ability to simply make this happen, it cannot.Given the information the customer indicates they were given, that is they did not know, were not told correctly, that the information may not have even been disclosed and that at no time did they ask for or were told that a voice line is part of the bundle and still do not want an unlimited calling plan on a voice line which is required for the promotion as indicated on the flier, CenturyLink will still let them out of the service term obligation.This was not as the customers indicate any authorized business practice; Centurylink but would never condoned or tolerate this and can only be address it in the following manner.Per the customer’s request, the customer can opt out and pay the difference of $plus any applicable taxes fees or surcharges applicable for the duration the customer uses the service.All other charges will be adjusted once the equipment is returnedCenturylink will honor this up to October 31st, 2016.This should provide a reasonable amount of time for the customer to decide on service options with Centurylink or another provider.The customer will need to contact the manager handling the complaint at any of the means listed below so the process of returning the equipment and all the adjustments can be clearly discussed and agreed upon.Sincerely,*** ***Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care###-###-#### ***

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 complaintThe Name, the address and phones listed in the complaint did
not return any account information and we cannot query the information from the *** account number providedThat said, any charges that were billed for *** on the Centurylink bills are always paid in advance on behalf of the customerIf on the bill the customer received the charges are all for *** they will also be dated for the period of time that they would have had services provided by *** and will not overlap the time billed directly from ***They customer should note the dates on the final bill from CenturyLink and the first bill received from *** after the deconsolidation of the billing and they will most likely see that there is no overlap and that the charges are valid *** charges for the specified timeIf 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 belowPlease have the customer provide the account number or phone number and the service address and any other info as is printed on the billCenturyLink 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, *** *** Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care ***

*** *** needs to send a letter to CenturyLink requesting removal of the entry. The requirements of the letter are as follows: 1. Full Name of Customer 2. Date the inquiry was ran per their credit report (we
need the exact date) 3. Statement requesting the removal of the inquiry 4. SSN (not required but helps quicken the process) 5. Current address and service address, if different 6. Signature and Date (this grants us permission to access the credit report) It might be beneficial to include the CenturyLink account number that is listed on the credit report The mailing address is: ***
*** *** *** *** ***
*** ** *** In addition to sending the letter of inquiry to CenturyLink, *** *** should be able to dispute the entry directly with the Credit Bureau. Most Credit Bureaus have directions on their webpage that instruct consumers on how to dispute an entry *** CenturyLink Customer Advocacy

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, *** *** *** I would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representatives. His 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 Mr*** account was disconnected on February 5, 2018. On February 7, 2018, an Escalation Representative agreed to credit the Early Termination Fee, if billed. The February 15, bill correctly reflects a $Early Termination Fee. A credit for $was issued on February 20, 2018. CenturyLink regrets any inconvenience Mr*** has experienced Margaret CenturyLink Customer Advocacy