CenturyLink

Initial Business Response /* (1000, 4, 2015/09/16) */
CenturyLink appreciates Mr*** writing regarding his recent experience with our companyI regret to inform Mr*** that he did not include sufficient information for CenturyLink to conduct an investigationIn order to investigate
the complaint, the CenturyLink account number will need to be providedI attempted to find the account number using the limited information on the Revdex.com complaint but I was unsuccessfulOnce this information is received, CenturyLink will be happy to investigate further
***
Customer Advocacy Group
Initial Consumer Rebuttal /* (3000, 6, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account was XXX-XXX-XXXXThe cancellation confirmation was DXXXXXXXXMy change of address cancellation wasRXXXXXXXX, which was handled inadequately and delayed my receiving my finial billJust one of many past issues dealing with my accountYou should now be able to find a history, and if necessary, a record or phone calls for review(unless those recording messages are a lie)
Final Business Response /* (4000, 8, 2015/09/29) */
CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXXI would like to apologize for the less than exemplary service that Mr*** recently 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 well
The order (RXXXXXXXX) to change Mr***'s billing address completed after the account had been disconnected on July 28, Thus, it did not post to Mr***'s accountDue to system limitations, once an account has been disconnected no changes can be madeI apologize for the inconvenience this caused Mr***
In an effort to satisfy, a credit for the balance due on the July 28, Closing bill has been applied to the accountA credit for $was issued on September 28, and the account currently reflects a zero balance due
***
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 10, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the apology and the creditBut correcting poor service is more important to me than the moneyI hope your investigation results in better customer service and complaint handling

I have reviewed the billing complaint from *** regarding his account not being closed on the date requestedI reviewed the closed account notes showing this was resolved as of 2/23/all refunds were given for the overcharges We apologize for the error and frustration this
caused for our customerIf they have any unresolved questions I am happy to further assist as neededSincerely,Mr.***

To whom it may concern: I have received and reviewed the customer rebuttal and have the following to reportThe adjustment was issued on he same day of the April bill/print date and therefore does not appear on that statementThe new bill that prints on the May 13th, date will reflect the adjustment accordinglyCenturyLink 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

I have reviewed the customers reply regarding his bill increasing due to one of his promotions expiringI have reviewed the account notes and show the customer has received several adjustments to his billing for various reasons including one time credits and extra loyalty short term monthly discount promotions. Term commitment pricing promotions can be in addition to previous shorter term monthly discounts they have already been given which is the case hereThe customer has been advised their bill increased due to one of their short term loyalty discounts has expiredThis discount was not tied to their current term commitment promotional rate it was in addition toWe don't have any other monthly discounts for this customer at this time and apologize for any confusion & frustration this billing dispute has caused.Sincerely,Mr.***

To further review Mr***'s concerns in this complaint, CenturyLink will need to verify authorization for Mr***'s (son) from *** ***Please provide a good contact number for yourself and *** ***I will be more than happy to help resolve all billing concerns once ***
gives authorization to the concerned party** CenturyLink Customer Advocacy Group

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 trainingThere appears to have been many
issues that appear to have been addressed at this timeAs a courtesy to the customer an adjustment of on months PRISM service has been adjusted in the amount of $All stores have a return policy and therefore CenturyLink does not reimburse customers for extra connection devices or cables that may be used to connect to these devices CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The initial pricing for the services ordered was correctThe customer did not complete the required autopayment and paperless billing in the first thirty days and this
led to an increase of $a month in discounts that were no longer applied as the criteria for the additional discount was not metWhen the customer accepted the promotional rate, this criteria even if not disclosed properly by the representative is noted on each and every billThe customer is also provided with a written letter that provides the terms and conditions of suchIf this was not the expectation at the time this information was provided, the customer could have disputed it at that timeIt is the incumbent upon all customers to thoroughly read the bills and all the information thereinCall records for issues regarding disruption or non-working service do not support the customers claim that there was actually an issue or that the service didn’t work as expectedThere several times there were interruption of services due to non payment and large balances carried forward on the accountBilling does not stop for the downtime when interrupted for nonpaymentCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** *** *** *** *** ***
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To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: In order for a rebuttal to be reviewed further, there needs to be new information that has not been covered in the previous statements or in the original complaintThe complainant no longer has service with Centurylink, has no current balance due and will not be receiving an $adjustment as requestedThe issues stated in the previous reply are correct and have been provided in that reply and are accurate and correct Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
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I have reviewed the Revdex.com Complaint from *** regarding billing fallout errorsI'm sorry to hear about this situation and certainly understand the customers frustrationDue to the complex nature of our billing error we are having our Complex Billing Group assist
with the resolution to the separate account billing errorsOnce we determine how much we need to adjust due to the errors we will advise the customerSincerely,Mr.***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ***. Our records indicate a new promotional discount, with a twelve-month commitment, was added to the account on January 20, 2015. Mr*** disconnected his account on December
1, 2015, which was prior to the end of his term commitment. Mr*** was correctly billed a $pro-rated Early Termination Fee. This charge was reflected on the December 15, Closing billIn an effort to satisfy, an adjustment for the Early Termination Fee has been applied to the account. A credit for $was issued on February 29, 2016. The account currently has a credit balance of $21.66. Since the account is closed, a refund check will be generated. CenturyLink regrets any inconvenience Mr*** has experienced*** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 9, 2015/07/10) */
CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her accounts, XXX XXX-XXXX XXX and XXX XXX-XXXX *** I would like to apologize for the less than exemplary service that Ms*** recently received from
CenturyLink representativesHer 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 well
Ms***'s Long Distance Service was blocked due to payment issues and account XXX XXX-XXXX *** was established for Long Distance chargesThe block was removed on November 24, and Long Distance should have begun billing on the XXX XXX-XXXX XXX accountDue to a system error, the Long Distance continued to bill on the XXX XXX-XXXX *** accountAn order has been issued to correct the situation
Currently, account XXX XXX-XXXX *** reflects a balance due of $In an effort to satisfy, a credit for $was applied to the account on July 9, The August 4, bill on account XXX XXX-XXXX XXX should reflect the Long Distance Charges
CenturyLink regrets any inconvenience Ms*** has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 11, 2015/07/19) */
(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
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by *** *** ***, regarding a billing disputeAfter investigation of *** ***'s account it has been found that customers account has been credited for overages that were previous chargedPer our
investigation we also show that additional discounts were added to get the customer the rate that was disclosedSome of these discounts are only a month durationWe do not have a way to extend these promotion beyond the monthsThese promotions can be monitored on the monthly billing statementsOnce the promotions are in month of we ask *** *** to contact our support team directly at *** Centurylink apologizes for the frustration encounteredSincerely, ***

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, An adjustment for the disputed charges was
processed to Mr***’s account on January 4, Mr***’s final account is at a zero balanceI apologize for any inconvenience CenturyLink may have caused Mr*** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Notations on the account do support that there were issues trying to transfer service and the subsequent request to cancel the services altogetherCenturylink has
issued an adjustment for the last months billed charges of $and provides this is sufficient to close this complaint as resolvedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
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I have read the customers reply if they would like those records they would have to be done through a court subpoenaThe customer can contact our legal department here CenturyLink Legal Affairs Department *** *** *** *** *** ***Sincerely,Mr.***

I have reviewed the complaint from Michelle regarding a disputed charge for a modem that wasn't returnedI confirmed Michelle's modem was years old so I can see her being told not to return it by one of our consultantsUnfortunately they didn't note the account nor place an order to ensure it
wasn't charged automaticallyBased on my findings I have credited the account for $CenturyLink apologizes for our error and the frustration it has caused the closed account now has a zero balanceSincerely,Mr***

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*** received from CenturyLink representatives. Her comments are appreciated and, to improve
customer service, will be investigated. Our records indicate Ms***’s account was established on August 28, on a self-installationThus, it was CenturyLink’s responsibility to get the service the network interface (box on the outside of the premise). The account was disconnected on October 9, 2014. Since the service was not disconnected in thirty days, she was correctly billed an Early Termination Fee In an effort to satisfy, am adjustment has been applied to the account. A credit for $was issued on May 20, 2016. The account currently reflects a zero balance due. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

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

Initial Business Response /* (1000, 4, 2015/07/20) */
7/20/Centurylink has reviewed the account regarding the problems the responsible party's wife experienced trying to disconnect the serviceThe customers wife was refused disconnection of the service as she was not authorized on the account
A power of attorney was requestedOur records indicate the service was ported to another provided on 6/22/The remaining charges of $were credited to a zero balance todayCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it if it was credited to a zero balanceI will say that I did provide a copy of POA to the business and that was part of the issueThank you to the Revdex.com for resolving this issueI really appreciate your help!