CenturyLink

Complaint: ***
I am rejecting this response because: i'm tired of the runaround, I was told in the email just to return it and I was never provided an RMA numberThis all seems like a big scam just to get more money out of me It's amazing that I can send a package to your company and nobody can seem to find it, what does it just end up in the garbage if there is no RMA number? Doesn't this equipment have serial numbers there anyway to track it on it? I get the runaround every time I try to call and solve this problem I wish I wasn't in a monopoly in my neighborhood because you guys suck
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr***'s account it has been found that when the account was closed there was a balance of $The summary of these charges was $for
Julys bill that we had not received a payment on and $$for Augusts billThe reason the August bill was larger is due to a late fee for Julys bill being past dueThe August bill was for services between Aug and Sept 6thThe customer called and canceled services on Aug16, which generated a -$credit off the $amount for the remainder of Augusts billing cycleOur records indicate that the proper final billing statement for these charges were sent to the customers address and not paid therefor the balance was turned over to a collection partner to obtain the debt that is owed to CenturyLink for services that were renderedCenturyLink apologizes for the frustration encountered however has found that the balance is still due, Sincerely, MrC***

(The consumer indicated he/she DID NOT accept the response from the business.)
I acknowledge that there is no record of employee access before 10/22/15, as that is really the crux of my complaintI have attached a copy of my customer service chat with Centurylink from 9/22/and a copy of my cellphone bill which includes the record of my minute phone call with Centurylink customer service on 8/28/
I am happy to finally have my account disconnected, but I don't feel I should be penalized due to Centurylink's poor customer service recordsI would like charges backdated to my initial contact on 8/28/(Centurylink Chat)

Complaint: ***
I am rejecting this response because:I have been given several different quotes; each offering different discountsThe latest is approx$per monthI cannot speak to a supervisor, was told, "they are not allowed to speak to customers." I also was told they do not have to honor any previous quotesFor your info, I responded to this e-mail last weekThankyou for your attention to this matter.
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/08/07) */
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 Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
XXX-XXX-XXXX
***@CenturyLink.com
Initial Consumer Rebuttal /* (2000, 9, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr*** contacted me on 8/20/and made a solid effort to resolve all the issues that led to the complaintAssuming these changes are correctly applied, I am completely satisfied that CenturyLink has resolved the problems and that service will be satisfactory going forward

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 Mr*** disconnected his account on August 28, 2017. The September 23, bill reflected a $Early Termination Charge, of which $was for Prism service. Per the notation on the account, Mr*** should not have been billed a Prism Early Termination Fee. A credit for $was applied on October 31, 2017. On December 21, 2017, Mr*** spoke with a representative. An additional credit for $was applied to the account, in an effort to satisfy CenturyLink regrets Mr*** did not receiving a return label packet in a timely manner. The account was billed $for unreturned equipment on November 13, and received a credit for the charges on December 20, CenturyLink regrets any inconvenience Mr*** experienced Margaret CenturyLink Customer Advocac

Complaint: ***
I am rejecting this response because I have proof of the conversation transcript that was emailed which I attached and highlighted the exact place where I was told I would not receive a fee Also, I used a shipping label provided by Century Link to return the items Surely they have a tracking # and should have the ability to further investigate if it is sitting somewhere in their receiving dept or was lost in the mail I did what they asked in returning the items and am no longer in receipt of the merchandise. Sincerely,
*** ***

I have reviewed the Customer's replay regarding a refund request on their closed accountI have sent a request to get this credit released it will be refunded in the form of a check to the customer's address within business days or fewer.Sincerely,***

I have reviewed the customer's reply and see the account was disconnected and backdated to 6/23/has shown on the final billI also show the customer was given a $credit and an additional $off per month due to the misquote of the monthly rateWe apologize for the misquote and time spent trying to get this resolved we certainly understand how frustrating that would beSincerely,Mr.***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThough I find CenturyLink's customer service to be horribleThey seem not to take responsibility for their actionsIt was not a matter of losing serviceThe issue was missing the appointments, and then being treated as if it was my faultI find that unacceptableHowever; a CenturyLink representative was able to get my internet upgrade, but still failed to install a phone line, which was one of my requestsI found an alternative option to a land line using a cell phone signal boosterThe $offer is ridiculous, it's almost a slap in the face, however, I am not looking for money or a handoutThe horrible experience has had an acceptable ending
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 account set up as a dual service
account in error that billed in the amount of $has been adjusted to zeroThe other billing for account ending in (*** *** *** has long distance usage as late as March 20th, and final disconnection that was made affective as of March 27th leaving a final bill owing of $and is validCenturyLink acknowledges the complainant’s concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution was taken care of but not when it should have beenThey made an appointment with me, cancelled without my knowledge while I sat home waiting and it took phone calls and a complaint to get someone local who came to my home to resolve the problemThe repairmen were great and fixed the problemThey apologized for their superiors mistake and lack of concern for cancelling without a reason or letting me know they cancelled
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
a refund check was issued and received Thank You for help in resolving this issue
Sincerely,
*** ***

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*** feels she 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 Ms*** upgrade her Internet speed on August 21, 2017. Our records reflect one repair ticket was opened on January 15, 2018. A credit for $was issued, which is reflected on the February 6, bill. A Broadband Escalation Representative opened a new ticket and a dispatch was scheduled for February 26, 2018. The technician dispatch was rescheduled for February 28, 2018. The Escalation Representative spoke with the customer, who confirmed the service had been working well since the dispatch Ms*** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms. *** has experienced Margaret CenturyLink Customer Advocacy

CenturyLink appreciates Mr*** writing regarding his parents recent experience with our company. I regret to inform Mr*** that he did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate an account at the address on the Revdex.com
complaint and there was no information as to his parents name, address, or account number. In order to investigate the complaint, the CenturyLink account number will need to be provided. CenturyLink is only able to provide information to Mr*** if he is an authorized party on the account Once the CenturyLink account number is provided, CenturyLink will be happy to investigate Mr***’s concerns. I regret any inconvenience this may cause *** Customer Advocacy Group

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*** returned the modem on
September 14, Credit for $was applied to Mr***’s account on January 30, dismissing all collection activityAccording to CenturyLink’s records, Mr*** was advised the modem in concern would need to be returned days from the disconnection dateCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***JJ CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr***'s account it has been found that a disconnection order has been placed for the services and back dated to 03/22/The customer will receive a
final bill with the billing credits back to 03/22/The early termination fee was removed on this order and will not be chargedBoxes will also be sent to return the equipmentCenturyLink apologizes for the frustration encounteredFor further questions or concerns after the final billing is received after to days please contact our team directly at 1-800-244-1111.Sincerely, MrC***

Complaint: ***
I am rejecting this response because: The receiver's were discarded as the boxes were not sent months ago when requested and as stated in the letter I mailed to centurylink I let them know my house was not a storage facility and if boxes were not received I would be discarding the receiversI waited months and no one sent me the boxes so they were discarded as stated to CenturylinkI did dispute the charges multiple times after sign up telling them rep every single time I had the audio showing that I was over charged since sign upI didn't sign up for *** so the $didn't have ***The $was with all receivers (as I said previously I can send this audio recording)I know *** is additional which is outside of the extra charges I was charged I was told in the audio I recorded it was $for all receivers and DVR then I was sent a bill that was hundreds of dollarsI was told even though I was locked into a contract and that it didn't matter that I had an audio recording that they wouldn't honor the prices I was told I would pay I was told That it would be $(this is before *** or any extra services were charged)I will be contacting the local news and providing them the recording if my account balance is not removed as I was clearly told one thing and I have told supervisor after supervisor that I had this recording and each one said it didn't matter that they were still charging me more than what the contract was supposed to be forI hate to have to do this but I'm not given any other choice when Centurylink is not acting ethically in the handling of these charge overages.
Sincerely,
*** ***

04/21/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found return labels had been sent before I received this complaintwas sent to the account address
(postal service should have forwarded to the new address if Ms*** forwarded her mail service) was sent to the address on the Revdex.com complaintI have issued return labels to the account address (postal service should have forwarded to the new address if Ms*** forwarded her mail service) to the address on the Revdex.com complaintMs*** can return the leased equipment to the nearest CenturyLink store location to the address on the Revdex.com complaint which the address, phone number and store hours are:CenturyLink Store at Arrowhead Crossing*** *** * *** *** *** ***
*** ** ***
*** ** ***---------------------------M-Sat 9am-7pmClosed SundayI would recommend that Ms*** return the leased equipment to the store for immediate adjustment of the non-returned equipment feeI have notated the account with this responseUnfortunately, the non-returned equipment fee cannot be waived until the equipment is returned to CenturyLinkCenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

When the order completed that removed telephone number *** ***, two calling features were activated in error. An order was issued on March 24, to remove the features. A credit for $was issued on March 22, for the cost of the features. The credit is reflected on the April 7, bill*** CenturyLink Customer Advocacy