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 trainingAccording to the technical the
customer is paying for 20M down and 2M up10G (or megabits is not available at this location)The customer appears to qualify for up to 60M down and 5M up at only $a month more than they are currently payingKeep in mind that the speed of the connections are not guaranteed as there are too many physical anomalies in any given dwelling that can interfere with the signalThe number of devices and at what level of definition also effect the bandwidth at any given timeWe now have standardized price for life offerings and the customer only need to contact CenturyLink sales and service to get this change madeCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

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 trainingUpon review, I verified Ms*** is required go through
the lifeline telephone assistance program recertification process annuallyShe has done so since 2013.The telephone assistance program is a government benefit and the FCC ordered all telecommunications providers to annually verify Lifeline subscribers’ eligibilityMs*** was sent a letter in a blue envelope outlining the steps required to recertify and continue to participate in the programShe was allotted days to return the provided application form, go to the website listed on the letter or follow an interactive telephone response system to validate her continued eligibilityThroughout the days, customers receive up to reminders via a recorded phone callMs*** did not complete the recertification and her lifeline telephone assistance was removedIn order to reapply for the program, she will need submit a new applicationI have resent the new application, in the event she has not previously received itDue to lifeline telephone assistance being a government program, CenturyLink does not issue credits to customer’s account for recertification being incompleteCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***Amber CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/11/11) */
I have received and reviewed the Revdex.com complaint from *** regarding a missing payment to her accountCenturyLink would be happy to help if this issue hasn't been resolve yet if the customer can give us the account numberI
am unable to find the account with the information provided
Sincerely,
***
Initial Consumer Rebuttal /* (3000, 6, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they are still late fee charges that I shouldn't have on my account, and given how I sent a copy of my bill, they should be able to see the account number, but I will do their job for them again, and provide it
* XXX XXX XXXX XXXR, and as asked previously I wanted a phone call and yet no one hasHorrible customer service
Final Business Response /* (4000, 8, 2015/12/01) */
I have review the account and show the missing payment has been located and applied to the accountI have also adjusted the late fees the credits will show on the next billing statement
Sincerely,
Mr.***
Final Consumer Response /* (2000, 10, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

03/31/CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink account, I found that a return label had been ordered on 03/24/and shipped on 03/25/However, as there is
no record of a RMA or LO number (usually found within the system CenturyLink uses for return label requesting)As not all the information about the return label is within the CenturyLink system and I cannot confirm that a label will be delivered, I have issued a manual credit adjustment in the amount of $105.49, leaving the account with a zero balanceI would advise Ms*** to return the equipment if the return label is delivered, however if the return label does not get delivered, she may dispose of the equipmentI apologize for any inconvenience this may have causedCenturyLink has closed this complaint Sincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 customers current bill is higher due to one time charges and proration'sThe customers account has been
credited previously a total of $which includes the modem lease fee that Ms*** had mentioned in the complaintAfter careful consideration, we deem the billing to be correct an accurateHowever, Centurylink has credited back the one time installation fee of $and the move fee that was chargedAfter the credits that have been applied to the customers account the current amount due on Ms*** account is $CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***'s issueSincerely, Mr***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Internal records of the event mentioned in this complaint indicate that this issue did not or was not validated as being on the CenturyLink side of the demarcation
pointDifferent business accounts can purchase different service level agreements depending on their n needsSame day, day, even hour turnaround time options are available that could have prevented any delays in scheduling a dispatch to the physical address to isolate any trouble with the internet connectivity originating beyond the CenturyLink responsibility or from form inside the businessThat said, CenturyLink understands that the customers time is valuable and we do adjust when it is found to be something that CenturyLink is responsible forIn this instance, as a courtesy to the customer, CenturyLink has issued and adjustment for the week that it would have been an impact to the customerBase on an average bill of $125.00, this comes to $CenturyLink does not compensate for time to resolve the issue that results in loss of revenue or wages, only the amount of the time that the service Is down; usually only in the event it is CenturyLink that is cause too, again this adjustment is a courtesyThe adjustment issue, reference number ***, with applicable tax comes to a total of $CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. 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 trainingAfter reviewing all concerns with Mr***, I advised
the billing was correct due to Mr*** agreeing to the early termination terms in exchange for a monthly discountInconsideration to confusion when reactivating service from vacation, I agreed to credit the termination fees in concernI assured Mr*** the final billing is now satisfied with a credit balance of $Mr*** will be sent the refunded balance of $in the next days** CenturyLink Customer Advocacy Group

CenturyLink appreciates the opportunity to review Ms*** account, ***. Our records ‘***’ spoke with a representative on February 1, 2018. She could not verify the account and was not an authorized party on the account. Thus, no order was issued. There is
also a record of a click-to-chat conversation on February 1, 2018. It was explained to Ms*** that she would need to call and speak with a representative, as disconnect order cannot be done online with click to chat. On February 21, 2018, Ms*** spoke with a representative. An order to disconnect the account was issued. CenturyLink regrets any inconvenience Ms*** has experienced Margaret CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because:Century Link's reply contained numerous inaccuracies and falsehoods as previously statedCL keeps notes and recordings of conversations with customers but it produces records only those conversations that suit its needs, and invents othersIn fact, conversations that CL alleges never took place. The problem is that CL representatives lie to customers on the phone, saying anything necessary to get or retain the business, and it is really hard to prove deception unless a customer has recorded the conversationBased on past experience, CL will continue to deceive consumers until the *** Attorney General prosecutes, or a class-action lawsuit is filedJudging from the enormous volume of complaints against Century Link, it would seem that CL has violated the Anti-fraud provisions of the *** Consumer Protection Act thousands upon thousands of times
Sincerely,
* ***

07/08//2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink account, I found this issue is already being addressed by CenturyLink’s email escalations team member ***
As Ms*** is already in correspondence with *** over pricing and options, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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. A Broadband Escalation Representative has attempted to contact Mr*** to discuss his modem concerns. To date, the representative has not been successful and has not received a return call. Mr*** is encouraged to contact the Representative if assistance is needed Margaret CenturyLink Customer Advocacy

Complaint:
I am rejecting this response because: after looking through my documents I do not have a copy of the *** receiptHas Century Link inquired with their shipping department and confirmed it was not received? I do not have the modemWhy would I keep an old modem when I have the new one they suppplied? I have no use for an old modemI followed the directions in sending it backThis is the fault of Century Link that they cannot find the modemNot mineI sent it backI had had multiple problems with my internet services through Century LinkThey finally conceded that he problems were on their end and gave me free pair bonded serviceWhen they gave me the new modem I put the old one in the box that they supplied and sent it to the addresss they also suppliedI'm not sure else how to prove that I do not have the old modemIn my Facebook messages with Centurylink this is e only order number I can find. *** And in fact Centurylink neglected to send me a new modem in a timely mannerThe technician came on Here is the Facebook messenger conversation: OK we are all set here is the details If you have any questions feel free to let me know. "Your order will be completed on 12/08/2016. "Please note your order number is C ***. "We have your billing name and address as KELLI BECKER, PO BOX 572, MANITOU SPGS, CO USA. Product Change Summary --------------------------------------------------------------------------------...⇄ Added "For telephone number *** ***, today you have ordered: Hd Internet Bbnd Standalone Internet Chng Chrg Ip Bbnd 20m/2m Sa Advancd Modem-Lse HSI 20M+ & ISP BNDL Tech Lite Install FEE WAIVED Tech Install Accept FEE WAIVED Adsl2+Pb Tech Instl FEE WAIVED Standard Install FEE WAIVED"These are the remarks I have added to your order: EXISTING MODEM NOT COMPATIBLE - *** *** *** *** Broadband Remote Terminal Install Broadband PAIR BONDED UPGRADE INSTALL - LEASE MODEM - FULL INSTALL - SERVICE FEES WAIVED RMK CPE Ship Detail Modified Bond line auto orderedProducts Removed "For telephone number *** ***, today you have removed: Advancd Modem-Lse HSI 10M/12M ISP BND Ip Bbnd 12m S/A Tech Instl Declined Advancd Modem-LseOrder Completion Information --------------------------------------------------------------------------------...⇄ order will be completed on 12/08/2016. "The technician will arrive between 9:AM and 1:PMSomeone will call you at *** on the date of your installation & provide you with the technician's estimated time of arrivalYou, or someoneat least years or older, will need to be home to provide access for the technician. "The technician is scheduled to arrive on 12/08/The technician will bring your new broadband modem at the time of the installationThe technician will network up to devices for you. They can only perform a wired installation for devices that are in the same room and within feetIf you need to buy any other networking supplies at the time of installation, the Network technician will have those items available.OK we are all set here is the details If you have any questions feel free to let me know. "Your order will be completed on 12/08/2016. "Please note your order number is C ***. "We have your billing name and address as *** *** ** *** *** *** *** ** *** *** Product Change Summary --------------------------------------------------------------------------------...⇄ Added "For telephone number *** ***, today you have ordered: Hd Internet Bbnd Standalone Internet Chng Chrg Ip Bbnd 20m/2m Sa Advancd Modem-Lse HSI 20M+ & ISP BNDL Tech Lite Install FEE WAIVED Tech Install Accept FEE WAIVED Adsl2+Pb Tech Instl FEE WAIVED Standard Install FEE WAIVED"These are the remarks I have added to your order: EXISTING MODEM NOT COMPATIBLE - *** *** *** *** Broadband Remote Terminal Install Broadband PAIR BONDED UPGRADE INSTALL - LEASE MODEM - FULL INSTALL - SERVICE FEES WAIVED RMK CPE Ship Detail Modified Bond line auto orderedProducts Removed "For telephone number *** ***, today you have removed: Advancd Modem-Lse HSI 10M/12M ISP BND Ip Bbnd 12m S/A Tech Instl Declined Advancd Modem-LseOrder Completion Information --------------------------------------------------------------------------------...⇄ order will be completed on 12/08/2016. "The technician will arrive between 9:AM and 1:PMSomeone will call you at *** on the date of your installation & provide you with the technician's estimated time of arrivalYou, or someoneat least years or older, will need to be home to provide access for the technician. "The technician is scheduled to arrive on 12/08/The technician will bring your new broadband modem at the time of the installationThe technician will network up to devices for you. They can only perform a wired installation for devices that are in the same room and within feetIf you need to buy any other networking supplies at the time of installation, the Network technician will have those items available
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/11/23) */
11/23/
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 on 06/12/2015, Mr*** called to
CenturyLink to request that the purchase equipment charge be converted to a monthly lease feeHowever the order to make the change did not apply to his account
On 07/09/2015, Mr*** called to CenturyLink again inquiring about the bill corrections that had not taken placeA credit request was sent but was denied a few days later by the agent's supervisor due to not enough information and no lease fees being charged
Mr*** was not charged any lease equipment fees of the standard $a month plus $taxesI have calculated the charges as if Mr*** had been charged a lease fee from the install date to the disconnect date:
Billing Date May 28,
Full month charge = $lease fee + $taxes = $(05/28/- 06/27/2015)
Prorated Partial Month = $lease fee + $taxes = $/ days (days in a bill cycle) = $per day X days (05/23/- 05/27/2015) = $
Billing Date Jun 28,
Full month charge = $lease fee + $taxes = $(06/28/- 07/27/2015)
Billing Date Jul 28,
Full month charge = $lease fee + $taxes = $(07/28/- 08/27/2015)
Billing Date Aug 28,
Internet Service - Sep 10, Order Number DXXXXXXXX
Prorated Partial Month = $lease fee + $taxes = $/ days (days in a bill cycle) = $per day X days (08/28/- 09/10/2015) = $
Total amount for lease fee that should have been charged = $
_______________________________________
Total amount charged for purchase of equipment = $+ $(taxes) = $
The difference between the lease and the purchase = $- $= $
The early termination fee was billed at $
Total amount of credit applied to the account is $which leaves a balance due of $for service provided and no yet paid for by Mr***
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/11/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dawn,
I accept this resolutionI feel I should be compensated for the loss of my time and service however I just want to put this issue/problem behind meI am not sure why it was so difficult to resolve this issue from CenturyLink stand pointI hope that there are some retraining points that you address within your company's customer service departments
Please send me and updated bill reflecting the amount indicated I owe $and I will get the bill payed immediately to get this issued/account resolved/closed
Thank you,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and no resolution response was given we cancelled our service and went back to the competitor's service for a slightly higher monthly rate with 100% reliable serviceIt's just worth the extra money in the end to have reliable hassle-free internet service!
Sincerely,
*** ***

I have reviewed the complaint from *** regarding an early termination billing disputeI reviewed the account notes showing this matter has been resolved via our Executive Office Complaint Department with the findings and resolution belowMs***’s CenturyLink service was disconnected on
8-1-A review of her account notes indicates she called in on 4-24-to disconnect her service but decided to keep her service and agreed to a new month discount plan for internet starting on 6-9-Her June bill did have the new discounts promised so it was the same as she had been paying prior to the addition of the new planWhen the July bill came it was about $more because of the expiration of some discounts for our Prism TV serviceBecause Ms*** disconnected her service before the expiration of the new month internet contract she was billed a $early termination feeThe early termination fee is valid but because our rep did not make it clear that her service would be increasing in cost because of the expiration of the Prism TV discounts; I will agree to credit the $early termination feeBecause we did provide service for internet and Prism TV up until 8-1-17, I must respectfully decline to issue any refund of paymentsAlso even after my $early termination fee credit is added, there is still a balance of $owingAs a courtesy because of any misunderstanding about rates, I will agree to credit the remainder of $owing to zero out the accountI apologize for any problems this issue caused Ms***If *** has any additional questions we are happy to further assist as needed.Sincerely,***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The complainant has already canceled service and is no longer a Centurylink customer Centurylink in lieu of the initial issues and confusion over the
installation and modem selection has zeroed out the final bill CenturyLink considers the sufficient to close this complaint as resolved 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

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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer requested service on November 13th, which looks to currently have live service at the location listed in this complaint The customer did enter into a term
commitment through at least Mid November, early December of and if cancels the service will incur any applicable early termination fess; moving is not a reason that this is waived The equipment provided the customer does not appear to have been returned according to the inventory data on hand The customer will need to contact customer service , cancel service and once the equipment is verified returned, consideration for adjusting the early termination fee can be directed at the manger handling this complaint at *** for further review 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

Complaint: ***
I am rejecting this response because:
I never received any service from CenturyLink. Please correct your records, stop billing me for service never provided, and ensure your actions do not adversely impact my credit score
Sincerely,
*** ***

Our records indicate Ms*** also submitted a complaint with the *** *** *** of Ohio (#***) regarding her concerns. A response from CenturyLink was sent to the Ohio *** on August 5, 2016. Please refer Ms*** to the *** response for more information.
CenturyLink regrets any inconvenience Ms*** has experienced. *** Customer Advocacy Group