CenturyLink

I have reviewed the Revdex.com Complaint from *** regarding a disputed final bill amountI have reviewed the customers account showing the final bill details have been explained to the Customer as follows.The balance due of $The balance reflects unpaid CenturyLink charges of
$from the November bill, a $late fee, the $one-time fee, $tax and *** charges of $for service dated October to December If Mr*** disconnected service with ***, any credits for service billed in advance would be sent in a bill directly from ***.We hope this detailed explanation helps.Sincerely,Mr.***

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 trainingAfter reviewing all concern with Mr***, I advised Mr
***, I would need more clarification on the total billing amount promised for the combined billing of CenturyLink and *** servicesMr*** will follwith this complaint after he reviews all past paperwork provided by CenturyLink and ***Mr*** has been provided my direct contact information for all further discussion regarding this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/12/28) */
I have received the Revdex.com complaint from *** regarding unexpected charges when they increased their planI have reviewed the notes and show the customer has been explained the charges in detailThe customer should have been
advised the prorated partial month charges aren't discounted when the order was placedAs a courtesy I have adjusted the install fee off the account of $which has already posted to the accountCenturyLink would like to apologize for the time and frustration this billing issue has caused
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, but I have not been contacted by anyone from the company regarding thisIf I do not hear back from some one then I will assume the complaint is open and will contact the Revdex.com.
Sincerely,
*** ***

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, 313349470. 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 well A system error has occurred with caused incorrect billing on Ms***’s account. An Escalations Representative spoke with Ms*** on January 31, 2017. She explained an IT ticket has been opened to correct the billing issue. A credit for $was applied to the account. The representative will monitor the account and make any necessary adjustments until the issue has been fully resolved. The representative provided Ms*** with her contact information Ms*** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 5, 2015/06/30) */
I apologize for the inconvenience and concern caused by this matter
The billing and PRISM issues were handled via the executive office per an officer escalationThey have advised all issues have been resolved to Mr***'s
satisfaction
***
Customer Advocacy
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have tried for months to resolve this issue with more than hours of my time investedEach month I am told it is resolved and it never has beenThis time I escalated it to executive office of CEOI once again have been assured the issues are resolvedIf the company adheres to what they have told me, it will be resolvedHowever, as stated, I have danced this dance for months so only time will tell if it is actually resolved

Complaint: ***
I am rejecting this response because: I do not wish to sign a new contract with them at this timeThey need to credit my account for all the trouble I've been throughAlso they forced me into renting their equipment when I had purchased my own outright before the installation.
Sincerely,
*** ***

I do not have any proof because everything was completed over the phoneI would not have signed up for a year contract because I was not planning to stay at my residence for that longUnfortunately, I took the representative at their wordI will not make this mistake again

I have reviewed the customer's reply to my response it seems they weren't clean on what our Retention Department does to help resolve customer disputes and declined to speak to themThe account notes show several offers to transfer the customer to that department that were not acceptedBased on the customers promotion discounts for agreeing to a service agreement $per month we could add those back to the account and waive the early termination feeAt this point that wouldn't make sense the customer would end up owing more than the $feeAs a compromise I have adjusted half the fee and credited the closed account for $the balance will need to be paid by the customer which is now $I feel this is a fair resolution based on the history and findings on this closed account. Sincerely,Mr.***

12/21/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink accounts, I found accountsBelow are the account
histories:----------------------------------------------------------------------...⇄ *** New install to *** ** *** *** *** *** *** - Established 02/23/2016, internet Move “From” order completed on 08/30/which changed the account number to *** *** (below). *** Prism attached to *** *** New install to *** ** *** *** *** *** *** - Established 02/23/2016; Disconnected 04/28/(Prism is billed from a separate system; All customers who have Prism, has account number but billed on one bill). Ms*** paid total of $for Prism service that was not installedThere was a credit on the Prism account totaling $I have issued an additional credit in the amount of $Ms*** is to receive a refund check of $which is the total she paid for Prism service not installedA refund check was issued on 12/12/2016.---------------------------------------------------------------------...⇄ *** account created after move “To” order completed on 09/12/to *** *** ** *** *** *** ***A disconnect order was issued on 09/26/with an effective bill date (reversal of charges) to 08/30/A refund check for overpayment on the internet portion of the service in the amount of $was issued on 09/29/and cashed on 11/16/2016.---------------------------------------------------------------------...⇄ *** New install to *** ** *** *** *** *** *** - Established 08/31/2016; Disconnected 11/10/- Credits were issued on 11/30/to zero balance the account. Per notations, this account was established at Ms***’s previous location when she called to place the move order listed aboveAn order was placed to disconnect the services on 11/10/On 11/30/2016, manual credits were issued to zero the balance on this account.------------------------------------------------------------------------...⇄ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’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 all account have been disconnected and the appropriate credits/refunds have been issued, CenturyLink has closed this complaint. Sincerely, *** ** ***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 resolution is satisfactory to me
I received a call from a *** from *** and she issued a check for the amount of $in replacement of the equipment which I was fine with. I am sorry to say that this is the only person that I felt like they actually knew what they were doing within that whole company. It took making, calls, talking to people some of which were supervisors, hour to 1/hours each call and in a span a period of different days and a complaint to Revdex.com before someone would finally help me. All I was told is I don't know what to tell you until *** got me to ***. That's a shame. I have cable boxes to return and have requested a packing slip twice now and still have yet to receive that as well

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,
*** ***

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*** had a one year contract that
expired on 03/11/His 03/13/bill reflected the full rate of $This statement covered the service period of 03/13/through 04/12/Mr*** contacted CenturyLink on 04/06/and the agent offered him the Price for Life promotion at $55, plus a loyalty offer of $off per month, bringing the rate to $per monthThis was to begin on 04/09/On 04/06/2018, Mr*** made a payment of $for his March bill, while the balance for that statement was $78.99. This caused a balance of $to carry over to the next statement and caused a late payment charge of $to billI assume Mr*** believed the promotion was to be retroactive on that bill, while it was notThe 04/13/billing statement billed his internet service at the rate of $as quoted but also had the carryover balance and late payment charge included as wellI am happy to adjust the previous balance and late payment charge due to the misunderstanding, if Mr*** would like to continue his internet services with CenturyLinkIf he would like to cancel, he may answer back to this complaint or call our service center and request a disconnection order be issuedWe apologize that the order confirmation letter did not quote the additional discount that was added to Mr***’s accountThis is an error and will be addressedCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***Amber CenturyLink Customer Advocacy Group Tell us why here

CenturyLink appreciates the opportunity to review Mr***’s account, *** *** ***. Our records indicate Mr***’s account was suspended for non-pay on December 5, and disconnected on January 23, 2018. The December 5, Closing bill reflects credit for
previously billed service back to December 5, 2017, the date the account was suspended. There are no notations on the account that Mr*** requested the disconnected of the account. The current balance due, $201.38, is valid and has been sustained. CenturyLink respectful denies Mr*** request for further credit *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/08/07) */
Our records indicate Mr*** also submitted a complaint with our Executive Office regarding his issueAccount XXX XXX-XXXX XXX is a closed account and reflects a zero balance duePlease refer Mr*** to the Customer Advocacy Manager
who is assigned to his case for more informationCenturyLink regrets any inconvenience Mr*** has experienced
***
Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: You did not mention the phone pmt of $on the 29th of JanuaryI believe(the #***) and the person I talked to was named ***
And, you say I should talk to *** **. I have a letter from *** ** saying I so not owe them anything. Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/09/30) */
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 Mr*** talked with a manager on September 4, 2015, the internet promotion for $was added at that timeMr*** was also given a one-time adjustment for $to offset the previous billingI apologize for any inconvenience CenturyLink may have caused to Mr***
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The promotion was to be added when I first setup serviceIt was not added till the 2nd month and I was "required" to make the full paymentThe first person I spoke to was of little help, all they did was tell me I had to make the payment or have my service shut offI think it's a little strange that once a amount for payment goes out, you can make corrections and all you can do is make a credit for the next billing cycleI know of other people that are having a problem with the companyMy mother and father have a bundle with CenturyLink and out of the blue, the NFL Sunday ticket was added to the accountThis request was never made, yet all they could do was pay the bill and hope the credit would show on the next bill, it did but the Sunday Ticket was on it tooIt took two months for CenturyLink to correct the problemI will accept the response, but will re-open this if my bill this month shows any problems

CenturyLink appreciates Mr*** giving us the opportunity to assist him.I have added Mr***’s address to our do not solicit repositoryIt can take up to days for him to stop receiving CenturyLink mailers at his home.CenturyLink apologizes for any inconvenience or frustration this issue
may have caused Mr***.***CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/07/15) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Per the customer stated service and employee help difficulty and please have the customer contact me with the best time and date that I can call
starting Thursday the 16th, any time 10-
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
***@CenturyLink.Com
Initial Consumer Rebuttal /* (3000, 6, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The buesiness may contact me Thursday the 16th at 11:am, 12:noon, or 4:pmI will not accept the business' response until the billing issue is resolved
Final Business Response /* (4000, 10, 2015/07/30) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
It is evident that the customer intended to disconnect not suspend service therefore ai am zeroing out the final bill as a courtesy to the customer
CenturyLink apologizes for the manner in which this happened and the lack of knowledge conveyed by our representativeCenturyLink hopes that we can assist in providing services in the future, do not hesitate to contact me at any of the means listed below should you consider service in the future or need additional information or assistance
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
***@CenturyLink.Com
Final Consumer Response /* (2000, 12, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Mr*** for resolving this issue

I have received a copy of the Revdex.com complaint filed by Mr*** *** , regarding a billing disputeAfter investigation of Mr*** account it has been found that the account has since been credited and is showing a zero balance at this timeWe have reviewed the
tech notes and found that the jack was not installed into the homeWe have notified out collection group to retract any collection efforts and remove any negative reporting from the customers creditwe apologize about the frustration encountered and appreciate the opportunity to look into this matter.Sincerely, Mr***