CenturyLink

I have reviewed *** reply regarding her billing amountAs previously mentioned *** is getting all the discounts we have available for the services she subscribes toCenturyLink apologizes for any misinformation she has been given once old discounts expire there is no way to add them back to an accountI have noted *** account to waive any Early Termination Fees if she chooses to disconnect her services due to a misquoted monthly priceI would recommend *** speak to our Retention Department to see if our new Price for Life internet pricing and switching to our partner Direct TV would be an option to lower her monthly rate Sincerely,Mr.T***

Initial Business Response /* (1000, 4, 2015/09/25) */
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 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, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CenturyLink has not yet addressed my complaint, they are only requesting additional informationThe account number I was given on 10/6/from the financial department at CenturyLink for the account for *** *** *** at *** *** *** *** *** *** Steamboat Springs, CO, XXXXX, for an account described as active from April to February 2014, the account number is: XXXXXXXXXX-XXX
Final Business Response /* (4000, 9, 2015/10/14) */
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
Our records indicate the order to install service at Mr*** address completed on January 2, The account was disconnected for non-payment on April 8, 2014, with a February 18, effective bill dateOur records indicate the modem was returned on May 7,
In an effort to satisfy, a credit for $was applied to the account on October 13, The account currently reflects a zero balance dueCenturyLink apologizes for any inconvenience Mr*** has experienced
***
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 11, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CenturyLink has credited my account the amount I requested due to not receiving the serviceI now have a (zero) balance regarding this account as I requested

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although they did not address the reason why it took over weeks to receive only one of the shipping labels that were requested it is obvious that they will never respondI have no option but to move on from this complaint.
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 if the collections from the 3rd party will cease and be removed from my credit report
Sincerely,
*** ***

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate to remove them from our mailing listPlease allow up to days for any direct marketing literature that is sent via mail to stop arrivingCenturyLink acknowledges
the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaintSincerely, *** *** Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/12/02) */
12/02/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***' CenturyLink account, I found that a replacement modem/router was sent to him on
02/11/as a purchase with the fees waived as shown on the 03/09/statement:
Bill Date: Mar09,
One Time Charges
** Day HSI Equip Ship/Hand Fee
** Router Equip Fee
Adjustments
** Goodwill Credit for Day HSI Equip Ship/Hand Fee -
** Goodwill Credit for Base Purchase Ship Standard -
Total Adjustments -$
Unfortunately, I do not know why a charge for non returned equipment was applied to the accountI have applied a credit in the amount of $to zero the balance on the accountThis did not go to collections and there will be no negative credit rating associated with this issue
I apologize for any inconvenience this *** have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I checked the online system and I now see a zero balanceAs long as nothing further happens and my account closes, I accept century link's response

Complaint: ***
I am rejecting this response because: the contract that I signed did not require a bundle package it only required that I sign up for paperless billing and auto pay Mr whatever your name is you are flat out lying as the copy of my contract doesnot state what you are saying We had a contract I lived up to my end of said contract and you are in breach of contract
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 trainingUpon review, I verified Mr***’s dispute has to do
with DirecTV billing after CenturyLink removed the combined bundled billingDirecTV has advised Mr*** all adjustments in concern will be refunded through DirecTVMr*** paid the CenturyLink final billing in concern, the final owed balance has been satisfiedCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***JJ CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding a misquote on the estimated first billI have reviewed the account notes and show this issue was resolved on 7/11/by one of our Executive Office Complaints Managers with an adjustment of $We apologize for not
setting the proper expectations for the first bill amount and certainly understand what a shock that would beSincerely,Mr.***

CenturyLink appreciates Ms*** giving us the opportunity to review the handling of Mr*** accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review, I verified they ported their home phone
service out to a new company as of 04/18/The internet has also been cancelled and I back dated the internet cancellation order to 02/18/This will result in an additional two months credit for their internet service due to the issues they have experiencedThere have been multiple credits issued prior as wellThey will receive a final bill statement with the two additional months credit on it in approximately two weeks CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.Amber

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms*** account it has been found that you are currently working with an executive office manager Mr*** ***l will be your single
point of contact to ensure you have the highest degree of consistency and experienceI show that he has reached out to you previously and has a follow up set to contact you regarding your billingFor further questions or concerns please reach out to Mr ***Sincerely, Mr***

CenturyLink appreciates the opportunity to review *** *** ***’s account, ***, for *** ***, who is an authorized party. A Broadband Escalations Representative has attempted to contact *** *** on several occasions to troubleshoot the Internet issues. He has
been unsuccessful in reaching *** ***. Thus, a repair ticket has not been opened If *** ***’s is still experiencing problems with her service, she needs to contact repair (*** ***) to have a repair ticket opened. Once a ticket is opened, I can work to have the ticket escalated to the Broadband Escalation Representative. If *** *** would rather disconnect her account, she needs to contact our Business Office (*** ***) to have an order issued. In an effort to satisfy, I will waive/adjust the Internet Early Termination Fee, if billed. This offer is valid until July 19, CenturyLink regrets any inconvenience *** *** and *** *** have experienced *** CenturyLink Customer Advocacy

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
Please note I had not issued checks November or December not sure if it is referring to something elseBilling should really be looked at closelyFeel a lot of fees/charges specifically with our account have been fudged along the wayCustomer service reps should know the full amount of the billBeen misquoted charges at least 3-timesThen charged late feesOur account reflected different numbersOur account should have the right amount alwaysI still have a distrust of this company and it's practicesI appreciate the credit and reaching out to me
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
STILL ISN'T RIGHT SINCE I PAID FOR A PHONE I NEVER USED FOR NEARLY MONTHS BUT TO GET AWAY FROM THIS COMPANY IS WORTH $AND SAVES ME PAYING MY ATTY TO GO AFTER THEM
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by *** *** ***, regarding a credit disputeAfter investigation of *** ***'s account it has been found that the credit was not properly enteredFurthermore we have issued the credit on the account for $which
has posted to the account and will show up on the next months billing statementCenturylink apologizes for the frustration encountered.Sincerely, *** ***

Initial Business Response /* (1000, 4, 2015/06/22) */
I apologize for the inconvenience and concern caused by this matterComments provided by Mr*** regarding his experience with our business office have been noted for review and follow up with the affected personnel as appropriate
The
CenturyLink service established is a pure/standalone internetThe standard monthly rate is $A month term commitment pure broadband promotional discount/credit is appliedThe rate reverts to the standard rate at the end of monthsMr*** should have been advised of this when the order was placed and via the confirmation letter sent when service was establishedThis information is also printed on each bill statementService removed/discontinued prior to the term expiration date is charged an early termination fee up to $
Mr*** should disconnect his CenturyLink internet service within days if this option no longer meets his needsI will follow up the final bill and credit any CenturyLink early termination fees charged
This offer does not affect the *** service
***
Customer Advocacy
Initial Consumer Rebuttal /* (3000, 6, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email received told me how the billing would be done and if it was done this way there would have been no problems with themBut this is not the case, it took three months to recognize that that the package was bundled with direct tv and when I purchased this bundle I was not informed that if I had a problem I was going to have to.play whose got the ballWhen attempting to correct the problem I was not helped I was passed off to the other company*** tv said I was bundled but century link said I wasn'tBoth companies refused to talk with each otherI had only one contract including both companies this contract was violated by bothTherefore the contract is void and I owe them nothing
Final Business Response /* (4000, 12, 2015/07/30) */
I talked with Mr, *** today, assured him the account XXXXXXXXXXXXX is final with no owed balanceI educated Mr*** he would need to contact *** for all *** questions in regards to any *** dispute
**
Customer Advocacy
Final Consumer Response /* (2000, 14, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
we have come to a mutual agreement

Complaint: ***
I am rejecting this response because:I am still trying to take care of a upgrade of service Original service date was 3-7-and finally got service at my home on 3-17-by *** who was great Then my billing was totally wrong , called from 3-14-16/ 3-22-was told we will look into it and call you Never got the callSo on 3-25-went to the century link store and had the store manager help explain the billHe found mistakes and took care of them So thinking ok finally done On 3-26-my prism tv was shut off and on Friday received boxes to return the boxes Never cancelled service So from 3-7-to 4-27-still spending hours literally on this trying to get resolvedI have been with your company for years and loyal , I ask the same in returnSo after years of loyal service can you help me I am getting tired of all the phone calls all the promises and no actionWho can I call to take care of this long and timely matter?
Sincerely,
*** ***

11/04/2016 CenturyLink has reviewed our previous responses to Ms***’s issueAfter careful consideration, we find our original investigation and response to be valid. Should Ms*** still need assistance, she may contact *** utilizing the number he left on the voicemail or by calling repair at *** (hours a day and days a week)For MyAccount assistance she will need to utilize the Chat on the following web page: http://www.centurylink.com/help/contact/?ent=cCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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,
*** ***

1/14/Centurylink has reviewed the customers account regarding the charges billed for serviceThe customers is stating they requested the phone line be removed in August and was notThe customer is also stating they were not advised they were on a twelve month term commitment and will be billed
a $early termination chargeNotations on the account indicate the customer requested the phone service be removed on 8/25/The account indicates the customer was quoted $before taxes for the internet serviceThe customer was issued credit of $on 10/1/The customer disconnected service on 12/8/The account reflects a balance due of $The September thru December charges were rerated down to the $rate quoted for the internet serviceThe credit for the over billing is $The $early termination charge was credited for a total credit of $312.24.The remaining balance of $is the customers responsibility to payCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager