CenturyLink

My CenturyLink account # is *** ***

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 trainingThe service is not working because
it has been suspended for non-paymentCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***

I have reviewed the complaint from *** regarding a late fee dispute on their final billI have adjusted the $fee it will be returned to the customer in the form of a check within business daysWe apologize for the misinformation advising the customer to wait for their prorated final
bill which caused this avoidable late fee by usSincerely,***

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*** was advised on July 28,
2016, the rate increase of $is due to his service’s being on a month to month agreementMr*** was advised at that time, a year term agreement would need to be setup in order to receive the additional discountI have given Mr*** the same explanation on today’s dateMr*** wanted to review his files and get back in contact with me at a later timeI provided Mr*** my direct contact number for any further concerns regarding this complaintI apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing dispute. Unfortunately, Mr. *** did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce 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 billing disputeI reviewed the account and due to our error placing a new service order for the customer's new promotion I have adjusted one time fees along with the late fee caused by the billing dispute for a
total credit of $The customer's promotional rate will apply on the next billWe apologize for this error causing our customer frustration and times spend to dispute itSincerely,Mr.***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection “First of all Steve’s response is quite rude and condescendingI am in no way confused about the product or promotions being discussedMy complain is not about Prism TV nor the month contract I had for itThe only reason I mentioned Prism TV is because I called to cancel it in February, as my contract was over; this is when I was offered the Direct TV contract that I am contesting.” I apologize if it seemed that I was being rude or condensing, I was confused about the way the complaint read and should have conveyed that betterThat said, the promotion is for months, the DirecTV is a 2-tiered 24-month promotion which should also have been verified and signed for at the time of the DirecTV installationPrice for life is for life as long as the service is not changed there isn’t any term or contract obligation on the price for life, only the previous promotion the customer was onIf you want to dispute the charges for their service (Again this is not a billing issue, it is a promotional charge or programming/contract term issue) the customer will have to contact DirecTVTherefore, the clarification was provided on how to address the call when contacting DirecTV“I was lied to regarding to a month promotion for directTV by a centurylink representative and did not agree to having a service with a promotion for only of the monthsCenturylink has already agreed that he lied but yet I’m still stuck in a contract for something I did not agree toI don’t understand why centurylink cannot credit me the last half of the contract since it was their mistakeOR why having the directTv uninstalled and cancelling the contract is not an optionInstead I am stuck with a promotion I did not want and I’ll have to try in a year to callDirect TV to get a discount for the rest of my contract (which is not guaranteed).” There is no way to confirm this was an intentional attempt to mislead or give incorrect information to the customer now and unfortunately the agent most likely misquoted in error or did not thoroughly explain the DirecTV portion of the promotion and as such the settlement adjustment provided that has been given as noted in the last replyCenturyLink cannot physically adjust or change anything that has to do with the charges invoiced to CenturyLink from DirecTV, we are just a third-party billing agent in this respectAll disputes regarding the programming or the term of a given promotion and the applicable terms and conditions therein must be handled directly with DirecTV Sincerely, Steve S***

I have reviewed the complaint from *** regarding his bill being higher than expectedI show on the current bill *** is being charged $for internet and $for Prism TV services this includes taxes,fees and surchargesThe only way he could lower his bill is by changing his programing
package with his TV servicesAs a courtesy I have adjusted the last two late fees $9.00xwhich has already posted to the accountBased on my findings *** has the lowest possible rate for the services he currently has we apologize if he was given any conflicting pricing informationSincerely,***

Complaint: ***
I am rejecting this response because: Centurylink refuses to work with me on the matter. I have asked for them to verify the debt via postal mail, never received a response. I received a collection agency notice and have spoken with multiple different representative from different departments at multiple times as well as a multiple day exchange with the online support to try to resolve this issue. The representatives either cannot find the account or they hang up on me. I have even went to a physical location in *** ** to resolve the issue and was told that I cannot resolve it there, that I would have to call into their customer support, in which I have been hung up on or ignored. I even talked directly with their collection department that could not find my account with the account number that was provided by Centurylink themselves and I was placed on "hold" after being on "hold" the line was disconnected with no attempt to call back or any other attempt to resolve the issue. I have made ample attempts to resolve this issue and Centurylink refuses to address the issue or direct me to anyone that can assist me. How am I supposed to fix an issue that Centurylink refuses to address? This is either negligence or fraud, but either way Centurylink practices in unscrupulous business endeavors. I do not know how to resolve this issue, but if my account goes to collections or any other attempt to collect additional payments occurs outside of this issue, I will pursue legal actions. I have fulfilled my obligation, Centurylink refuses to fulfill their contractual obligations in the matter.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It is inaccurateCentury Link HAS the account number, as is verified by the three phone messages left for me and the written correspondence they have since sent to me(I will not leave an account number here in the comments since these comments are public.) Additionally, the account number is not necessary for them to pull the account informationIt is the only account they would have under my nameApparently they HAVE accessed the account because I received a letter from Century Link stating that the account now reflects a zero balance and they have notified the collection agency of the correctionSadly, the response from Century Link to this complaint is yet another example of the issues they have with communication within the companyThe fact that it has taken this long for the company to respond to the Revdex.com complaint I filed further illustrates the internal problems(i.eThe company responds to a Revdex.com complaint saying they do not have enough information to do anything...YET they have already contacted me via phone and written correspondence? If they didn't have the information needed, how is it they have already made contact?) Thank you to Revdex.com for investigating this complaint and acting as mediatorHowever, I will not be doing business with this company again and have notified family, friends, and others of the problems we experienced and have advised them to similarly look elsewhere for service providers
Sincerely,
*** ***

Final Consumer Response /* (2000, 5, 2015/12/14) */
I received the remainder of the refund from Century Link todayThank you so much for such a quick resolution to this case

Complaint: ***
I am rejecting this response because:

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,
*** **

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 due to erratic payment history on the account the customer has had a past due balance on the account
which has resulted in late fees and restoral fees due to service being interrupted for the past due amounts on the accountAfter review of the customers bill the CenturyLink service rates have remained consistent with the exception of the late fees as explained previouslyOur records show that the DIRECTV pricing has changed as a promotion has endedMr*** will need to contact DIRECTV regarding the pricing of the services they are providing to the customer and see if they can renegotiate the ratesWhen contacting DIRECTV if Mr*** states billing on the IVR system it will send him to CenturyLink because the account is bundled and CenturyLink agents are not able to change DIRECTV services or ratesMr*** will need to use a different option on the IVR such as change service or cancelThis will get him to a DIRECTV representative that can assist with their services and see what promotions are available for Mr***DIRECTV can be reached directly at 1-800-531-CenturyLink has closed this complaintSincerely, MrC***

I have reviewed the customer's reply regarding being on hold for an extended period of time then his call was ended at the close of businessWe apologize for the customer's frustrating experience trying to cancel their service due to long hold times both trying to use our live chat help option and being transferred to out Disconnect Department it seems we were extra busy that dayI show the customer has a disconnect order for 10/24/I'm sorry to see thatIf they would like to see about getting a new one year promotion our Retention Department would be more than happy to go over the different pricing options to retain their business ***Sincerely,***

I have reviewed the complaint from *** regarding a disputed final bill amount on his closed CenturyLink accountI have requested our Internet Escalations Team check this closed account to verify the last day it was usedOnce I get this information I will be able to make further billing
adjustments based on the findingsI will email *** my resolution within two business daysCenturyLink apologizes for the billing error and the time it's taken to resolveSincerely,Mr.***

CenturyLink appreciates *** *** giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our trainingUpon review, I verified *** *** ordered new service on
08/06/A deposit of $was paid via debit or credit cardWe refunded this amount on 09/18/to the same card *** *** paid withOur systems will only allow the refund/reversal of charges to be returned to the original card providedShe will want to review her bank records to locate the refund around that time frameOur payment systems reflect the refund was successfulIf *** *** does not locate the refund in her account, CenturyLink will need to proceed with a payment investigationCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

12/29/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***'s CenturyLink account, I confirmed return labels were generated however they were sent to the previous address Mr*** had
CenturyLink service in I issued a return label on 12/11/which shipped on 12/14/
I waited to confirm the equipment was returned but it has notUnfortunately, no credit can be issued at this time without the return of the leased equipmentIf Mr*** has shipped the equipment back and there is a delay in processing at the warehouse, he can supply the tracking number (as CenturyLink doesn't receive that information) so verification can be made then the equipment will be removed and credited back date the billing
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink is still evaluating some final aspects of this review of the complaint filed and found the following: With all due respect, while this was an unfortunate situation, the reply that was given was to acknowledge that this should not have happened and CenturyLink appreciates the feedback To that point, CenturyLink does not comment on how we use this and any other information to assist in helping train our agents nor do we comment specifically on what disciplinary action(s) are taken due to various reasons such as the employees privacy and the collective bargaining contract we may have with said employees that may prohibit such disclosure Additionally, while it may not have been handled correctly there are strict limits on agents of the company and including myself as to what we can or cannot legally discuss with you when representing the customer if not initially specifically authorized on the account to do so While I understand this was attempted to get remedied at the time of the call it unfortunately sounds that it was handled poorly or rudely and the result was unsatisfactory Again, CenturyLink acknowledges the complainant and the customer concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
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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 trainingThe disconnection issued was back
dated and all charges past the 20th of December (valid charges due to end of the promotional rate) have already been negated by the cancellation of serviceThe rate went to the regular rate as the promotion had expired, it was not a duplicate or doubling of the January bill as stated in this complaintThe billing was correct, the promotional rate had expired and thus the increase in pricingSince these were negated there is no billing error and no adjustment for the billingWill be issuedContrary to the comments regarding notations on the accounts, there many types of notations and all permanent notations on the accounts remain and do not go away as the complainant was informed, this is not correctThere have been three return labels for the equipment(modem) return, the most recent on March 1st, and the modem still does not show that it has been returnedThe current bill of $is due to the lease on the equipment being changed to a purchase as it has not been returned within the required time frameIf the customer can provide a tracking number that shows the modem was shipped and returned, this charge can be negatedThe complainant can provide these via email to the manager handling this complaint at *** CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve ***