CenturyLink

After any removal of *** combined billing, adjustments and billing is processed on the *** billing sideIf *** owed Ms*** an adjustment, the adjustment would have been processed through ***I reviewed this issue today with Ms***, I explained our billing agreement with ***This issue is now closed on CenturyLink's end** Customer Advocacy Group

Initial Business Response /* (1000, 7, 2015/09/11) */
9/10/Centurylink apologizes to the customer for the poor customer service and lengthy hold times they experienced when they contacted the business office to inquiry about their serviceNotations on the account indicate the customer was
inquiring why they were no longer getting a certain channel on their Prism serviceThe customer was advised they received notification with their billing statement the channel was being discontinuedThe customer disconnected their PRISM service on 8/31/
***/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 9, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They cancelled the channels BEFORE notifying usThey claim *** was charging too much, but we contacted *** and know that to be untrue
Final Business Response /* (4000, 11, 2015/09/25) */
9/25/Centurylink apologizes for the problems they experienced with the PRISM service and channels
***/Centurylink Manager
Final Consumer Response /* (2000, 13, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: my account number was: ***, my account was sent to collections with *** ***, that number is #***.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The advertise a product for a very specific price just to get the public to sign up and get into a contract for two years this is advertising and an easy way to collect fees from the public
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the complaint and found the following: Due to a delay in getting the return label in a timely manner the RMA closed out which caused the lease to be changed to a purchase In lieu of the difficulty the customer had getting the item
returned Centurylink has issued an adjustment to zero out the charge 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

CenturyLink appreciates Ms*** 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 training.Upon review, I verified Ms*** filed a previous Revdex.com
complaint in September of The response sent to her stated;CenturyLink appreciates Mrs*** 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 training. Upon review Mrs***, I verified Mrs***’s service billing on the *** legacy side should have been disconnected as advised in May of I agreed to credit the remaining Internet balance of $188.12, Mrs*** will pay the remaining DirecTV balance of $Mrs*** has agreed to the resolution and closing this complaint. I apologize for any inconvenience CenturyLink may have cause Mrs***. JJ CenturyLink Customer Advocacy GroupA month after this response was sent, she was billed a charge of $for an unreturned modemI issued a credit to remove that chargeThe balance of $is for her DIRECTV charges, as stated in her previous Revdex.com complaint and is due.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.AmberCenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:The last times I was on the phone with Century Link was to cancel the service and you want me to call again and cancel the service!!!@ I don't even have your service anymore It was disconnected a few months ago I sent my original claim in telling you that I was trying to cancel the service and was getting a run around Your new run around is the same as the other run arounds.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: A reoccurring issue with poor equipment, backed up by local service techs...does not facilitate a customer purchase a redundant phone line, that would only connect to the same equipment that is faulty..they are the only provider, so there are no other options
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I will never agree with your decision regarding my billCenturylink is full of lies and empty promises!
Sincerely,
*** ***

I have received and reviewed the Revdex.com complaint regarding a disputed bill due to being within the trial periodI would be happy to look into this situation but I can't find the closed account based on the information provided please provide.Sincerely,Mr***

CenturyLink appreciates Ms*** 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 training.Upon review, I verified Ms*** contacted CenturyLink
repair and technical support team on 01/25/to report service issuesA technician was dispatched to her home the next day and replaced her modemUnfortunately, modems are an electronic device and they can become defective or malfunctionMs*** leases her modem; therefore, it was replaced at no charge and will be covered if any issue arises in the futureHer modem failing is unfortunate and we apologize but it did not occur due to her participating in our internet basics discount programWe do not change the treatment of our customers based off their participationI have issued a $courtesy credit due to the inconvenience she experienced Ms***’s speed was upgraded to megs on 01/19/2018, per her requestmegs is the fastest speed available in her area.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.AmberCenturyLink Customer Advocacy Group

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, Mr*** billing increase was due to
Promotional FulfillmentAfter the promotional rate was fulfilled, the rate was billed regular monthly cost. I found no record of *** billing for the billing timeframe in disputeMr*** agreed to a new Internet promotion and canceled Prism service on January 27, The charges in dispute were billed at the correct and rate, no credits are owed to Mr*** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 6, 2015/12/04) */
In review of the account, Ms***'s service was disconnected on October 2, As a matter of customer satisfaction I have adjusted $CenturyLink apologizes for any confusion regarding the billing and hopes to serve Ms*** again
Sincerely,
Ms***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 8, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the quick refundI received the check for $I will consider Century Link in the future for service

Revdex.com:Much like ***'s ( Centurylink ) response it was delayed with little to no intent to provide "Outstanding service"YES, the matter has been rectified, but only after I CALLED in to bring it to their attention that I had been wrongly charged (which was about weeks ago when I received my statement)They did not do it in good merit or faith to provide customer service But I will be removing my services from Centurylink when I return back to ***. And Centurylink closing my account will be the BEST service from them that they can offer. All the Best
*** ***

CenturyLink appreciates *** *** 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 the duplicate billing in concern was
not setup for credit card auto payThe duplicate billing account has been closed and credited to zero resolving the billing errorThe credit card billing is setup on the correct live billing accountI left *** *** a voice message with my contact information for any further questions or concernsCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, while I do not agree that they charge a $late fee on a past due of $(August). I have wasted more then $of my time fighting with Century Link so I no choice but to accept it
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 well An Escalations Representative contacted Ms*** on July 8, 2016. A new promotional discount was added to the account, Auto Pay was added, and a credit for $was applied to the account. Ms*** accepted the offer. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

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 well. Our records indicate the account was established on September 30, and disconnected on October 7, 2016. Ms*** spoke with a representative on October 17, regarding the balance due. The representative agreed to issue a credit. However, the credit did not post the account. Ms*** spoke with a representative on March 6, and a credit for $was applied. The account currently reflects a zero-balance due CenturyLink regrets any inconvenience Ms*** has experienced Margaret CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because: I may be paying for mbps but I rarely get more than mbps and I frequently don’t even have fast enough internet to run a speed testI have called many times about this issue and no one seems to be able to fix itAnd since the beginning of Janthe internet has been going down daily, which I have also called about and no one seems to know why
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,
*** ***