CenturyLink

To whom it may concern:I have reviewed the customers’ complaint and found the following:CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaint.The Name, the address and phones listed in the complaint did not
return any account information.If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed below.Please have the customer provide the account number or phone number and the service address and any other info as is printed on the bill. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint. Sincerely,*** *** Executive Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care***

3/16/Centurylink has reviewed the customers account regarding a missing payment in the amount of $paid on 2/1/The account reflects the payment was located and transferred to the customers account on 2/12/The $late payment charge was credited todayCenturylink apologizes
for the poor customer service and the delay they encountered regarding this matter.***/Centurylink Manager

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 this issue has already been resolvedIt is noted on the account that a refund has been processed for the
modem charge and that Ms*** has been informed she will be receiving a check in the mailWe apologize for any frustration that was encounteredSincerely, Mr***

I will need to further review this complaint with Mr*** in regards to his service billing claimsI have left Mr*** a voice message with my direct callback information for further review** Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding charges for unreturned equipmentI have reviewed the account history sowing the charges for the unreturned equipment along with an equipment return receipt from 2/26/I have adjusted the $equipment charges off the
bill it now has a zero balanceCenturyLink would like to apologize for the time and frustration the customer experienced trying to return our equipmentSincerely,Mr.***

Complaint: ***
I am rejecting this response because:The above transcript proves my case that the reps and workers are trained to deceiveAs I was told on the phone by a rep that I could indeed bring the router to a Centurylink store and I did so because I waited for a month for the labels and they never arrivedI did that and brought a witnessThe worker would not give me a receipt and would not sign anythingHe assured me I was good and showed me that it was indeed added to the system that it was returnedI have more transcripts proving that it was indeed returnedHowever this rep was telling me I needed a receiptAfter I explained all the evidence I have from the lafayette store she mysteriously found the memo that I returned it to the store and credited my accountCenturylink stated that I would be credited for the loss of internet for the week and I wasn'tThe rep *** * also stated that he would take the router off and I was still paying for two routersThe latest rep said everything should be correctI sure hope it isI want the credits I was promised and I want this router ordeal to be over with
Sincerely,
*** ***

I have received a copy of Mr*** ***’s Revdex.com complaintUnfortunately, we are unable to locate a CenturyLink account number based on the information providedIn order to investigate the complaint; I will need the CenturyLink account number to address Mr***’s
concernsI will be happy to reopen the complaint, once Mr*** submits the necessary information Sincerely, Ms***CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the Revdex.com complaint and found the following: Prior to this reply, on April 18th, all charges related to the early termination or unreturned equipment have been adjusted to zero ; reference number is ***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,
*** *** I never received a label from this company and I called and no one advised that they were sending any labels The response is clearly unacceptable Where was the label mailed to if I moved? Was the label returned?

To whom it may concern: I have received and reviewed the Revdex.com complaint and found the following: Unfortunately, the calls are only kept for limited amount of time and it is not available to reviewThat said the customer initially signed up for a month promotional service and in order to get the
discount associated with said promotion there is a month term commitment that is applicableEven if the consultant did not make this clear or somehow the customer misunderstood the following information is sent to the customerPrior to the bill an usually within just a few days the customer is mailed all the particulars regarding what the customer ordered including the terms and conditions of any promotional pricing ordered for the respective service and any terms or penalties for not fulfilling said requirementsIn additional to this, on every monthly statement it states clearly the following: “High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month of 12” “High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month of 12” “High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month of 12” Each month the statements also include the following information: “When promotional discounts expire, the monthly rate will change to the standard rate.” “Discounts are given one month in advanceYour bill may include a partial month and a month in advance of billingProduct changes may result in a charge for unused discounts previously given.” “You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 06-18-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill.” It is incumbent upon every customer to review this information and to alert Centurylink to anything that the customer feels is not correct or was not explained to the customer’s satisfaction in a reasonable amount of time so that these things can be addressed right awayWhen a customer pays the bill every month as they should it is another validation that they have read their bill and agree to what is on the bill or they could have disputed it previously ad avoided future misunderstandingsNotations clearly indicate the customer did not dispute this fee until the customer decided to change carriers which is not a valid reason for waiving the feeCenturyLink 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBut only because I don't think this business is capable of actually resolving this issue to any satisfactory degree It has been more than a pain to deal with this company over the phone and I don't wish to spend any more hours on the phone talking to a brick wall that doesn't even communicate well within it's own company It's too bad they don't have more competition.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: while I received a label on March and *** has confirmed that the modem was delivered back to Centurylink on March 28, I have received no confirmation from Centurylink. I have been billed (and paid) for for three extra months (Feb, Mar, Apr) so far; Centurylink has refunded for two months. While I hope they will expiditiously cancel the modem rental fee , I feel I must keep the complaint open until I have their acknowledgement that they have the modem and confirmation that the fee has been removed. I do not wish to get billed for even more additional months. I will gladly and quickly close this complaint once I have that confirmation
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/08/17) */
CenturyLink appreciates Ms*** 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 training
Upon
review,
Ms*** requested the account be put on vacation service on July 30, Orders take days to processThe order completed the same day as the current billing date (August 1), resulting in changes that would reflect on the next billing cycleMs*** will see the changes on the September bill; the charges will be credited back to July 30, I will review Ms*** September billing to make sure all billing is correctI have left Ms*** a voice message with my callback information for any further concerns or questions in regards to this complaint
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (3000, 6, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried calling ** back only to get a voicemail each timeI do not accept this resolutionI have tried to call to have my internet restored at my new location and Century link customer service has either ended online chat, hung up or refused to help meWhen I did reach a customer service rep they told me they were going to charge me double what my contract states and said that if I wanted to cancel my services I would have to pay the cancellation fee for breaking the contract even though century link is not holding up their end
Final Business Response /* (4000, 9, 2015/08/31) */
I have verified Ms***'s service with CenturyLink has been disconnected with no early termination fee billedAll charges were corrected on Ms***'s final billingAll concerns have been addressed
Final Consumer Response /* (2000, 11, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the customers reply regarding the copies of the billsThe customer should have received the paper copies that I requested be sent on 4/27/if they have any questions on specific charges for the CenturyLink service I'm happy to address them or they can call our billing department for a faster response ***If the customer would like to view the bills on line and are having trouble they can use our live chat help option on our website www.centurylink.com.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 trainingThe customers billing varied only
slightly for a doubling of the speedThe cost was lower if you remove the late fee charged due to a check that did not clear in augustThe order to disconnect the service was back dated to reflect and effective bill date of December 6th, 2017; all charges past that date were negatedI have adjusted the additional days (the 16th, through to the 5th of December) which comes to $The early termination fee has also been negated for a total of $The customer did not maintain the service long enough when accounting for the date services were active. Since the customer indicates services were to be terminated effective November 16th, the customer is no longer eligible for any *** rewards or gift card; you must maintain service to receive these which take up to weeks to receive after the new service at the new location was initiatedWhen the customer moved, the customer indicates the installation charge for the transfer of the much higher speed (this is only wired to the modem, not guaranteed on Wi-Fi) was not disclosed; this has already been adjustedThis leaves a valid balance due of $which will not be adjusted 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: As of this date, the modem is the remaining charge that is in collectionsThree attempts to send the customer labels and RMA’s have been generated and mailed to the
customerI will personally send the customer a return label with tracking number ***, Certified mail receipt receivedOnce the modem has been shipped the customer will need to contact me directly at *** and let me know that it has been dropped off at any *** shipping locationUpon verification that the modem is shipped the account will be adjusted and the credit mark will be changed from hard to softCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her account, *** *** ***. I would like to apologize for the less than exemplary service that **. *** 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 an order was issued on October 18, to install service on October 28, 2017. The installation had to be rescheduled for October 30, 2017. CenturyLink apologizes for the delay. The November 1, bill reflects a $credit for the installation delay. In an effort to satisfy, an additional adjustment has been issued for the technician installation. A credit for $was issued on November 28, and should be reflected on the December 1, bill. *** *** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience she has experienced *** CenturyLink Customer Advocacy

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 trainingDue to Mr***’s concerns with his internet speed and
reliability, I requested an executive technical support agent, Jeff, contact him to assist in resolving any issuesJeff dispatched a technician to Mr***’s location on 01/24/to conduct a review of his service and perform necessary repairs, if neededThe service technician completed the repair ticket and noted the service was operating properly. Jeff from technical support followed up with Mr*** to ensure his service was repaired to his satisfactionI issued a $credit due to the service issues Mr*** experiencedCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***Amber CenturyLink Customer Advocacy Group Tell us why here

CenturyLink appreciates Mr*** writing regarding his recent experience with our company. I regret to inform Mr*** that he did not include sufficient information for CenturyLink to conduct an investigation. In order to investigate the complaint, the CenturyLink account
number will need to be provided. I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Mr***’s name. Once this information is received, CenturyLink will be happy to investigate the complaint. ** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:I am certain there was not a new contract term relayed over the phone during any conversation about reduced billing, despite what account remarks may or may not say by the customer service rep(s) who inaccurately described what was occurring when our monthly bill was being lowered. It is absurd to offer a transfer of service as a resolution as wellI would not willingly reccommend CenturyLink to anyone who I would consider an acquaintance, let alone a friend, due to the gross mistreatment and customer "service" akin to a used car dealership. We were never told that we would enter another contract for your service, otherwise we would have simply cancelled on our first call if that was the only resolution possible.
Sincerely,
*** ***