CenturyLink

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 trainingSince this complaint, the customer
has canceled PRISM TV, the remaining balance of which was transferred to her intent account which is not combined with DirecTVAll installation, programing or pay per view charges, any and all charges that are or were invoiced to CenturyLink for the DirecTV service will need to be addressed by DirecTV as Centurylink is merely a third-party billing agent for DirecTV and has no control over the pricing or the ability to adjust charges from DirecTV that get billed through CenturyLinkAs for the services and rates that Centurylink does provide, there were $in adjustments made for two months PRISM service that should not have billed due to the customer canceling the service prior that did not get done at the time of the requestWhile CenturyLink appreciates the customers time is valuable, CenturyLink does not compensate for difficulty getting a problem resolvedIn this case while there seemed to be a lot of issues trying to rectify the matter, there is no compensation other that which has already been issued to offset the charges in dispute CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Initial Business Response /* (1000, 4, 2015/11/13) */
11/13/Centurylink has reviewed the customers account regarding the customer being advised their account would be debited for the discount credits they were receivingThe account was disconnected on 10/20/The $early termination charge
was waivedThe account was not debited for the discounts the customer was receivingThe customer was sent a refund in the amount of $Centurylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because they have not charged me for the $and also did not charge me for the discount we received so they have fixed the poor customer service issue and am thankful that I do not have to pay for something that I did not approve of

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 saw a CenturyLink tech working on the box at the end of our road and he stated that after *** *** *** has it's infrastructure improved that our street is going to be the next improvement I'm not sure how a tech would know that if the c-level staff knew nothing about it What I have now is sufficient but I would really like to enjoy 10mbps speeds that the people in the town are enjoying I hope that I am notified, as the tech said we would be, when the improvements are complete
Sincerely,
*** ***

I have reviewed the customers reply and show on 2/15/the customer's $credit was released from the closed account they should receive the check within 7-business days which would be any day. The customer can call our credit department to get the refund check details if they don't receive it by the end of this month *** we apologize for the delay.Sincerely,** ***

Complaint: ***
I am rejecting this response because:Although Century link states in their response that the account has already been addressed, I continue to receive collection threats and collections has not stopped.Century Link's mistake with my account has still not been corrected
Sincerely,
*** ***

CenturyLink appreciates the opportunity to review *** ***’s account, *** *** ***. CenturyLink has no record that *** *** contact CenturyLink on May 1, 2017. We have no record of any customer contact in April or May 2017. The last customer contact was on March 31,
2017, when he requested a new promotional discount to reduce his monthly cost *** ***’s account was suspended for non-payment on May 30, 2017. The May 16, bill reflected a past due balance for $133.25, new charges for $32.38, for a total amount due of $165.63. *** *** spoke with a representative on June and and was advised CenturyLink had no record of any customer contact on May 1, 2017. The account was disconnected on June 20, A payment for the $balance due from the June 16, bill was received on June 23, 2017. The June 20, Closing bill reflects the payment and new charges for $133.52. The balance due includes an Early Termination Charge, as *** *** did not fulfill his twelve-month term commitment. The balance due is valid and the charges have been sustained ***
*** *** ***

09/20/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I found that Mr***’s autopay payment method was deniedCenturyLink sent a letter to advise him
of the denial of payment and to review his payment methodI have provided autopay attempt dates and dates of the letters to advise Mr***:__________________________________________________________________________...⇄ 05/24/$payment Card issuer denied 05/25/Letter sent to advise of payment failure06/27/$payment Card issuer denied 06/27/Letter sent to advise of payment failure_________________________________________________________________________...⇄ Mr*** is subscribed to CenturyLink and *** *** combine billing*** creates the bill statements then sends the bill to CenturyLink; CenturyLink pays the *** bill on behalf of Mr*** then holds the *** bill until it is applied to the next CenturyLink bill statementWhen payment is not received, CenturyLink has the option to send a suspend request to *** and suspend the CenturyLink service when the bill statement has not been paidOnce payment is made CenturyLink does charge a restoral fee. It is customer responsibility to review bill statements on a monthly basis to ensure proper billing, payment and programmingIt is also customer responsibility to provide a valid method of payment while enrolled within autopay 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 situationCenturyLink finds the restoral fee to be sustained as valid and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because:I feel I was treated really bad. I was called irresponsible and a low life for not paying my Bill!!! If the employee would have done his work
he would have given me some kind of break for my inconvience!!!! My account number was *** *** *** ***. And the employee was named *** in customer service,
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding billing questionsI'm sorry to hear about the problems the customer was having trying to get some assistance with their billing questions that would be frustrating to say the leastI show in the notes the customer spoke
to one of our consultants reviewed the billing charges and was also given an new promotional discountIf the customer has any unresolved specific billing questions we are happy to help.Sincerely,Mr.***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink did not “steal” anything from the customerAutomatic payments are pulled on the same date every month and this was no exceptionThat date was prior to the disconnection date but
after the billing date, the previous February payment date that was for the January cycleOn February 13th, the account amount for autopayment would automatically be authorized and pull on the regular cycleIn this case the customer canceled service after the bill payment pull date but just prior to the date the payment is actually withdrawn which is approximately days from the print date or around the third of each monthThe disconnection was back dated to 25th of February and this amount overpaid (actually paid in advance but not used) was refundedSo, the amount for payment was already in progress, pre approved and came out as it should haveThe amount in overpayment is the $ that was refunded and no other monies are due the customerCenturyLink 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,
*** ***

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, 2015/08/11) */
CenturyLink has reviewed Ms***'s account and do see that her services are fully disconnectedI have research billing and do see that she was charged on the disconnection order for one-time charges in errorTo correct this, I have
credited these one-time charges, the disconnection fee charges, as well as charges billed after the disconnection request date
Total credits issued: $
CenturyLink apologizes for this error and for any inconvenience or frustration causedPlease allow 7-business days for refund check to process and arrive via USPS
Sincerely,
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as I receive my stated refund, I will be satisfied as I will be whole againAll charges that were erroneous charged to me, will be reverseI hope future customers do not have to experience such headaches with disconnecting services

CenturyLink appreciates *** *** giving us the opportunity to review his concernsI would like to apologize for the less than exemplary service Mr*** received from CenturyLink representativesHis comments are appreciated and to improve customer service, will be investigatedOur
representatives need to know the negative impact we have on customers when we fail to do our jobs wellI issued a credit adjustment today April 15, in the amount of $to zero out the account and I have requested the account be pulled back from our outside collection agent and all negative credit reported removed from any of the credit reporting credit bureausCenturyLink regrets any inconvenience Mr*** experienced***CenturyLink Customer Advocacy

Complaint: ***
I am attaching a copy of our bill so it can be researched further by Century Link. A prompt reply is appreciated.
Sincerely,
*** ***

CenturyLink Thanks Mr*** for getting back to us. Unfortunately, Mr*** will need to call into CenturyLink to file a fraud reportI was unable to locate the account he has referenced. CenturyLink apologizes for any inconveniences this has caused Mr***.AmberCenturyLink Customer Advocacy Group

Our records indicate Ms*** also submitted a complaint with the MN Office of the Attorney General (#***) regarding her concerns. The complaint is currently being reviewed and investigated for resolutionOnce the investigation has been completed, the team managing the
complaint will respond to the MN AG and Ms*** with the outcome of their findings and resolution. To avoid duplication of efforts, the MN AG will be the primary source of response to address customer concerns. Margaret Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by *** *** ***, regarding a billing dispute. Unfortunately, *** *** did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberWe were
unable to locate an account with the information supplied with the complaint. Once I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustrationSincerely, *** ***

I have reviewed the Revdex.com Complaint from *** regarding a misquote and overcharges of our Prism TV service bundle packageI reviewed the account and show we credited the customer's account $on 9/26/and $on the August bill to resolve this disputeWe
apologize for the misquoted package rate and the frustration our customer experienced trying to get this issue resolvedIf the customer has any additional questions I'm happy to further assist as needed for immediate help they can contact our Customer Contact Center as well ***.Sincerely,***

I have reviewed the complaint from *** regarding having an unwanted phone book delivered to his houseCenturyLink doesn't own the phone book company he would need to contact *** Directories or the phone carrier servicing his area *** *** Sincerely,Mr.***