CenturyLink

After further review, CenturyLink sustains the original position that was supplied earlier this year regarding this issue. Ms*** had submitted an Attorney General complaint that an executive office manager reviewed the customers account and explained to the customer the promotional discountsFrom my findings as well as the previous managers findings Ms*** has been assessed all charges correctlyI do apologize for any confusion the customer may have experienced.Sincerely, Mr***

I have reviewed the complaint from *** regarding a disputed billing amount on a closed accountThe only account I was able to find under *** name was closed in If *** has questions on another account I would be happy to further assist if she can provide me with the closed account
numberSincerely,Mr.T***

Complaint: ***
I am rejecting this response because:After contacting Revdex.com, I tryed to contact the company in order to achieve a good solution for both partyAgain I got transferred multiple time to wrong department by incompetent peopleAs I said from the beginning I wouldn't have any reason for trying braking the contract, other then the fact, century link have a terrible customer serviceI really value my $,and I am sure any other Company would have dill with it in hr at the latesti know I signed a contract, but if this allow them to take days to change a sensor, he'll make unacceptable As well I am not here to be used as trainee for employeei assume courtesy need to be a priority in any business, Century Link is very far from it
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 last remaining charges on the
account were for equipment that was not returned within the required daysHaving verified that the equipment was eventually received, the last remaining bill has been adjusted to $CenturyLink provides that this is sufficient to close this complaint as resolved CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

CenturyLink appreciates Mr*** writing regarding his recent experience with our company. I regret to inform him 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 as well as his first and last name, but I was unsuccessful in finding the account Mr*** referenced in his compliantThat does not mean one does not existMr*** will need to include more information in order for me to locate the debt in questionIf Mr*** believes the debt he noted on his complaint is fraud, he will need to call into our service center and advise the agent he would like to file a fraud reportThe fraud department will conduct an investigation, if the debt is found to be connected to a fraudulent account, CenturyLink will remove the debt Once this information is received, CenturyLink will be happy to assist Amber CenturyLink 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 MrMr*** was given a full billing
explanation on September 6, At that time, Mr*** was advised all monthly recurring charges were correct as documented on the bill statementIn regards to Mr***’s concerns about a Technicians charge, The Charge for $was credited back to Mr*** on August 4, CenturyLink goes back days for all account billing disputesAfter further review, all billing in concern has been determined to be valid and sustained** CenturyLink Customer Advocacy Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I was never given an account number or any other information regarding the setupMy address is *** * *** * *** ** *** and phone number is *** if anyone needs to call me to get more information.
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing dispute. Unfortunately, Mr. *** did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account number
Once I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustration.Sincerely, Mr***

04/06/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found on 03/10/2016, Ms*** called to CenturyLink customer service about the @ease serviceAn order was
placed to remove the feature and effective bill date (reversal of billing) the billing to the install of service dateThe credits for the @ease service will appear on the 04/04/statement.As this issue had already been resolved, CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The charge in question actually resulted from the old modem not showing as returned to Centurylink inventoryThis $charge plus tax has been adjusted I the amount
of $and should show on the next bill cycleAs far as the speed upgrade stats show that the customer did get an upgrade in speed and performance as is indicated in the nearly doubling of usage in this same period of timeKeep in mind if speed test are run using a wireless connection the wireless connection speed is not guaranteedThere are too many variables with connections that will or can affect the wireless speedIf customers want to check there speed, they should do so with a computer directly connected to the modem and using the following speed test *** This test uses the Centurylink network and allows us to see where any potential issues might be after a successful test has been run should there be any questions or concernsUsing any other speed test could be accurate but there isn’t any way to verify it once you call tech support to get assistance should there be an issue or concern CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced. 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 on May 18, the home phone service was removed and it was converted to an internet only accountOur records
indicate that the discount did not apply to the June 22nd billing statementWe have issued a credit for $for the difference in the billing due to the promotion not being applied properlyThe promotion is added to the account and will bill at a month before taxes and feesWe still show the account as a Live account and are unable to process a request to cancel servicesIf *** *** wishes to proceed with canceling his account he must do so by contact our customer care at ***> Sincerely, *** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Unfortunately, it sounds like the price that was quoted was for residential phone, internet and long distance; there isn’t a business line at that rate that
includes the services that the customer has currently The account has been noted and if the customer wishes to change providers Centurylink will adjust the difference up to more days or March 10th, or applicable disconnection date whichever is first and will waive any early termination fees CenturyLink 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 the handling of her accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.After reviewing all concerns with *** ***, I verified the
account in concern was not disconnected prompting auto pay to continue pulling from *** ***’s bank each monthThe payments in concern have already been refunded back to *** ***’s bank resolving the disputed paymentsIn regards to *** ***’s account still being open, I assured *** *** the account will be disconnected and back credited to May 6, The back credit difference will offset the final owing balance*** *** is satisfied with the resolution and will contact CenturyLink for any further questions or concerns regarding this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** ***.** CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms*** writing regarding her recent experience with our company. I regret to inform Ms*** that she 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 was able to locate an account in Mr***’s name at the address provided on the Revdex.com complaint, of which *** *** is authorized. This account has been billing at around $per month and not at the rates indicated in the Revdex.com complaint. In addition, this account does not reflect any customer contacts between May to December In order to investigate the issues outlined in the Revdex.com complaint, Ms*** would need to provide the CenturyLink account number to which she is referring. Once this information is received, CenturyLink will be happy to investigate further. *** Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/10/27) */
10/27/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***'s CenturyLink account, I reached out to CenturyLink's technical support and
repair escalations team to verify the highest speed available to Mr***'s address and was responded to with the following:
Hello *** the actual total data rate is 5m upstream and 20m downstream, the 'piped' rate which is both the video and data together are 5m up 40m downThe data and video split the total 'pipe' thus the actual data speed ends up to be 20m downstreamI did a loop qualification and it shows the current service to be the highest data rate available
***
Technical Support and Repair
I reviewed the pricing of the service Mr*** is subscribed to and found the internet service is billed at the lowest promotional rate available
I apologize for any inconvenience this may have causedMr*** has been advised of the speed and pricing, CenturyLink finds this complaint to be closed
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, 438706715. 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 As reflected on the October 20, bill, Mr*** currently has our Pure Broadband product, which bills at $per month before taxes, fees, and surcharges. I have attached a copy of the October 20, bill for his review. The account currently has his wife as an authorized party. Our records indicate Mrs*** spoke with a representative on November 2, 2016. The notations indicate an account review was performed with Mrs***. A new promotional discount was added to the account, as a result of this conversation. 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 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*** had a promotional
discount on his account that required autopay to be in effect to receive the full discountDue to the autopay being removed due to an invalid card number or expiration of a card, mid billing cycle and then re-added after, the bill increasedOn 03/19/2018, Mr*** spoke to a supervisor that issued a credit to rectify the situationCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group Tell us why here

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 complaintThe Name, the address and phones listed in the complaint did
not return any account informationIf 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 belowPlease have the customer provide the account number or phone number and the service address and any other info as is printed on the billCenturyLink 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

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr***'s complaint we are unable to locate the account with the provided account number and information on the complaintPlease contact our team directly
for further assistance directly at ###-###-####CenturyLink has closed this complaintSincerely, Mr***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. The issue has resolved and the phone lines buried. I thank you for your assistance in this manner. You can feel free to close out this complaint.
Sincerely,
*** ***