CenturyLink

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11081613, 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 the account number *** was not on price for life and was subject to the rate increase that was set for
per the notification that was sent out on the July billing statement informing customers of the increasePer our notes this has already been explained to the customerOur price for life promotions are not transferable to different addressesThe price for life promotions will remain the same as long as they are at the same address they are subscribed toCenturylink apologizes for the frustration encounteredCenturylink has closed this complaintSincerely, *** ***

CenturyLink has reviewed our previous responses to Mr***’s issue. After careful consideration, we believe our original investigation and responses to be validI have left Mr*** a voice message with my direct contact information for any further concerns regarding this complaintCenturyLink has closed this complaint ** CenturyLink Customer Advocacy Group

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 trainingUpon review, I have verified all billing was resolved and
suspended on January 25, Mrs*** should not receive any further billing moving forwardI apologize for any inconvenience CenturyLink may cause Mrs*** CenturyLink Customer Advocacy Group Tell us why here

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink would like to assist with the customer’s complaint but needs more specific information regarding the services the customer actually will be using or wanted suspendedIf the customer
could please contact *** with the specifics regarding the voice line that was provisioned, if it was ever supposed to be and if yes the dates the customer requested it be changed to a standalone broadband lineAdditionally the dates the broadband service was supposed to be on vacation so an adjustment amount can be determinedCenturyLink 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 *** *** 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 trainingAfter reviewing this complaint with *** ***, I assured ***
*** all concerns will be investigated through our partner’s channel process and feedback will be providedDue to the timeframe when service was installed, CenturyLink wouldn’t be able to meet *** ***’s compensation requestInconsideration to all *** *** concerns, I agreed to onetime courtesy credit of $*** *** is satisfied with the resolutionCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: Your statement: "Mr*** was not eligible for the 50% discount on his service because he did not add a qualifying product" is a feeble attempt on the part of Centurylink to reassign blame for a clear case of bait-and-switch marketing to the consumerThe fact of the matter is that your representative entered into a verbal contract with me for an agreed-upon price and agreed-upon servicesYou cannot change pricing or terms of a contract after the fact
Sincerely,
*** ***

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 Our records indicate the account was established on December 16, 2015, on a promotion that included Auto-Pay, Paperless billing, with a twenty-four month commitment. Paperless billing was never added to the accountThus, Mr*** did not receive the maximum discount ($19.05) each month. The promotional discount changed to $in month two of twenty-four The monthly bill includes information regarding the presence of Auto-Pay and Paperless billing. The monthly bill also includes information regarding the twenty-four month commitment. In addition, a confirmation letter would have been mailed or emailed, which includes information regarding the promotion. The following verbiage was on Mr***’s monthly statement: CENTURYLINK SAVINGS YOU ARE RECEIVING A REDUCED MONTHLY RATE FOR YOUR HIGH-SPEED INTERNET SERVICE BECAUSE OF YOUR MONTH TERM COMMITMENT. WHEN YOUR CURRENT AGREEMENT EXPIRES ON 12-28-YOUR MONTHLY RATE WILL CHANGE TO THE STANDARD RATENOTE: THIS DISCOUNT MAY VARY DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL. Our records indicate Mr*** spoke with a representative on March 2, regarding the promotional discount. A $credit was applied to the account and an order was issued. However, the order did not add Paperless billing. Our records do not indicate Mr*** spoke with another representative until January 18, 2017, when he requested the disconnection of the account. The January 19, bill correctly reflects the Early Termination Charge In an effort to satisfy, an adjustment has been applied to the account due to the March order error. A credit for $was issued on February 13, 2017, which was the balance due on the Closing bill. Mr***’s account currently reflects a zero balance due *** CenturyLink Customer Advocacy

Our *** indicate Mr. *** also submitted a complaint with the Attorney General of Washington (#***) regarding his concerns. A response from CenturyLink was sent to the WA AG on January 23, To avoid duplication of efforts, the WA AG will be the primary source of response to
address customer concerns. Please refer Mr*** to the AG response, which is attached below, for more information. *** Customer Advocacy Group I have researched this issue and enclosed please find my response. Regarding account ***- The order that was originally written had a due date conflict and was canceledOn 01/02/the customer contacted us and we wrote an order to disconnect the service on 12/15/which is the date of the initial requestThe customer will not be billed after the 12/15/date and any credits remaining will sent to the customer in the form of a check. Regarding account ***- The form was received and the order was processed on 01/02/to change the responsibility on the accountThe issues concerning this account are fully addressed. Concerning the modemI see no billing for this equipmentif the customer does receive a bill for the modem, he can reach out to you/me and, I will address this item at that timeWe cannot credit a charge that has not billed. Thank you

I have reviewed the complaint from *** regarding service issues,change of responsibility,telephone assistance and credit for downtimeThis issue has been resolved via our Executive Office Complaints Department via the below FCC complaint resolution.CenturyLink has completed a review of the
complaint filed by *** ***Ms*** states that CenturyLink was supposed to transfer her account *** into her sister’s name after she was approved for Lifeline Assistance in JuneShe says her name is still on the account with a large billShe indicates that CenturyLink has not said why this has happenedShe claims the bill went up from $to over $then dropped to $She says her sister paid $but cannot afford the remainderShe is concerned that her credit rating is getting ruinedShe also states that there have been intermittent service problems since late March which never seems to get resolved despite over repair tickets placed and one period where the phone was not working for daysCenturyLink regrets any inconvenience experienced in this matterRecords indicate that the name could not be changed on the bill until it was currentSince there was a returned payment on July 17, 2017, there is a balance due of $Lifeline is on the account in the customer’s name along with a new 12-month promotionMs*** also has a final bill for unpaid DirecTV charges billed through CenturyLinkCenturyLink regrets any service issues experiencedCredit was provided for the extended dial tone outage in March and April on August 7, 2017, and for previous dial tone outages in May.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,
*** ***

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 trainingPrior to this reply, effective March
13th, the customer’s account was adjusted to zeroAll charges related to the equipment returns was adjusted off and there is no outstanding balance or collections activity on the account CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Complaint: ***
I am rejecting this response because: We would like a copy of all of our calls that were made to your office, as they state they are recorded and notes made about our callsI would also like a copy of the contract that we signed as well We were told one thing by people you entrusted to employ, if your employees are giving out information that is your problem to figure out not ours and the fact that your company refuses to put anything in writing after multiple attempts just goes to show what kind of company you run Please send the information I have requested Thank you.
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer filed duplicate complaints of the same exact nature with two different agencies at the same time which came to the CenturyLink executive office for reviewSince the customers
concerns have already been replied to via another manager in the CenturyLink executive office handling the duplicate complaint this reply will defer to that responseCenturyLink 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

Overall, the product has performed well, but the billing is terrible First bill showed up for internet only, at double the price it was suppose to be for the internet only Next bill had Internet and Cable on it for times the amount which was presented when I signed up Have reached out over the phone on multiple occasions to be put on hold for over minutes When I did finally get through the rep listened to her read back my bill, but she was unable to answer any questions and quickly became rude When asked to speak to a manager, was put back on hold and I finally hung up after minutes of hold time
Tried going to their "chat" session finally gave up after minutes of being asked to hold on for "one more minute" Very frustrating and from what I can surmise at this point, very dishonest about charges

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 Our records indicate Prism was added to the account on August 26, and removed on January 24, 2017. Mr*** was billing $per month before taxes, fees, and surcharges. He spoke with a representative on October 25, and new promotional discounts were added to the account. In November, his monthly cost decreased to $before taxes, fees, and surcharges. However, the cost increased to $in December, as Auto Pay and Paperless billing was not on the accountPrism was removed on January 24, 2017. The account was correctly billed a Prism Early Termination Fee on the February bill In an effort to satisfy, an adjustment for the Early Termination Fee and the past due balance on the February bill has been applied to the account. A credit for $was issued on February 15, and should be reflected on the March 13, bill Mr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr***’s account, *** *** ***. Our records indicate the account was disconnected on June 22, 2015. Customers have thirty days after the date the account is disconnected to return leased equipment. Mr*** did not
return the equipment in thirty days and the account was correctly billed the purchase price of the equipment On April 19, 2016, Mr*** spoke with a representative regarding the equipment charges. The *** tracking number was provided and it was verified the equipment was returned on December 14, 2015. While past the thirty day return period, a credit for $was applied to the account. CenturyLink regret any inconvenience Mr*** has experienced. *** CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding his poor experience trying to get service activated then having it work properlyI'm sorry to here about this experience we definitely dropped the ball with this situation and certainly understand ***'s frustrationI show this issue has
been investigated via an FCC complaint we are adjusting all charges associated with this accountWe apologize for the time spent and frustration caused by our company If there is any unresolved issues we are happy to further assist as neededSincerely,***

I have received a copy of the Revdex.com complaint filed by Mr*** * ***CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his accountUpon review, it was discovered that: A
CenturyLink order was initiated on August 28, and established at Mr***’s residence on September 30th, On that order, there was a request to combine *** to the CenturyLink accountMr***’s *** charges were sent to CenturyLink in the amounts of 10/20/13-11/19/$200.64, 11/20/13-12/19/.64, 12/30/13-01/19/$207.64, 01/20/13-02/19/$180.15, and 02/20/13-03/19/$CenturyLink immediately pays *** on the customer’s behalf, so *** would show that they had been paid even though CenturyLink has not received a paymentThe request for an adjustment for these charges is therefore deniedOnce again, thank you for allowing me to investigate this issueCenturyLink apologizes for any frustration and inconvenience this issue *** have causedSincerely, *** CenturyLink Customer Advocacy