CenturyLink

Complaint: ***
I am rejecting this response because: It is still being overlooked that I am terminating because I have no choice but to do soI do not wish to terminate, but my current location prevents me from continuing in with your company, whereas I would otherwise continue my contract with your companyI do not understand why I have to pay back a discount, that I would still be using, unless I otherwise threw away all of my future job endeavors and housing plans to accomdate centurylinkI am being railroaded to pay for a fee I should not have to pay for, regardless of the amountIt's the principleI do not feel as though paying back the allotted amount for my discounts (for a contract I was not notified of) has been justified
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,
*** ***

Initial Business Response /* (1000, 4, 2015/08/19) */
CenturyLink appreciates Ms*** giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training
Upon
review, Inconsideration to Ms***'s claims and the short length timeframe of service I have adjusted all final chargesMs***'s account and final billing is now closed out and the amount owed has been adjusted to zeroI apologized for any inconvenience CenturyLink may have caused to Ms***
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because they once again say they have closed and zeroed out the acct balanceI was told this once before but that turned out to be a bold face lie
I would like to add that they are still trying to imply I had an active account WHEN I DID NOTThey never sent me the packet I needed to open and activate the account so I cancelled the order
It makes me angry that they are still trying to imply that I had an active account to justify charging me for months of service and an early termination fee and then sending my to collectionsOh yes they did...they sent me to collections for an account that was cancelled and never activated...not even for a single second
Very very very poor company customer serviceAnd trying to get them to resolve the problem was a nightmareThey could care lessand it sure showed
Another fine example of corporate greed and indifference
I will never use them again as long as I breathe air

08/25/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** *** current account number *** ***. Below are our findings: CenturyLink understands and apologizes that Mr*** is experiencing issues with his CenturyLink High Speed
Internet service. The DSL device that serves Mr*** has reached full capacity due to increased demand for CenturyLink High Speed Internet services. In order to prevent any further issues, we have taken proactive steps to stop processing any speed upgrades and new HSI installs for customers which are/would be served from the device that Mr*** is served from.Customers in this ***et may experience slow speeds, packet loss and latency during peak hours, including nights and weekendsUnfortunately, Mr*** has congestion out there causing slow speedThere was a technician that went out on 07/07/and showed no trouble foundMr*** is connecting at the full 7meg and no errors on the line Unfortunately, CenturyLink currently does not have an active estimated time to upgrade the area to help alleviate peak bandwidth congestion on this device.Upon research of Mr***’s CenturyLink account, I found the pricing for the service he is subscribed to at an up to 7m speed is within a contractual package promotion reducing the cost to where Mr*** is not paying for a particular speed:__________________________________________________________________________...⇄ - $High-Speed Internet with AutoPay & Paperless Bill Month Term Commitment = Total $(before taxes, fees and surcharges) OR Internet - $High-Speed Internet without AutoPay & Paperless Bill Month Term Commitment = Total $(before taxes, fees and surcharges)_____________________________________________________________________...⇄ Currently, Mr*** is not subscribed to the required Autopay and paperless billing to receive the full promotional discount rate. Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink internet help desk (***) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsCenturyLink finds no credit adjustment to be warranted and has closed this complaint.Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/08/27) */
08/27/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
I apologize for any misunderstanding Mr*** *** have experienced with the original sales
agent's quoteCenturyLink does not have a year guarantee for just internet and *** *** When CenturyLink sells a bundle with both services we try to give an overview of what the bills would be like during promotional discounts and after they expireIn Mr***'s case he was signed up for a month promotion for the CenturyLink internet and *** ** had promotions added $off for months and $off from month - months as seen on his bills (examples from bills during the first months and after):
(During months 1-12)
Internet
Service Period: Jan - Feb
You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on XX-XX-XXXX your monthly rate will change to the standard rate
(During months 1-12)
***
07/CHOICE -
Mo Instant Rebate: Mos 1-
(During months 13-36)
***
09/CHOICE -
Mo Instant Rebate: Mos 13-
It was advised on every bill that CenturyLink pricing after the first year would be at standard rate which is subject to pricing changesNeither of the promotions is a price guarantee nor does it lock in the pricing
Mr*** called to CenturyLink after the first year and requested new promotions for his internet and was put on a new promotion which has just expiredI would recommend that Mr*** to call CenturyLink customer service at X-XXX-XXX-XXXX for an account review to see if he qualifies for any new promotions after each month promotion expires
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 6, 2015/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this as a resolution yetEverything that was explained in the email had nothing to do with what I was told when I signed up (see online customer service conversation attached to original complaint submission)If Century Link does not offer a year price guarantee for just internet and Direct TV, then why quote prices for it? I was never told that when I signed up for the TV/internet package that prices would go up beyond what I was quoted, that being the point of a quoteAs stated in your email I did call in after the first year and ask why my price went up beyond what I was quoted; however, I did not ask for a new promotion, I just asked for the price I was originally quoted, the same thing I am asking for at this timeI did call in and spoke to different people on both the Century Link and Direct TV sides and was able to get my bill decreased someI would like to see the actual bill before I agree to close this caseI would very much like to understand why I have had to call in so many time to get this problem fixed and I have yet to get a single person to read the online customer service conversation from when I signed up and explain to me what went wrongEvery time I call in and explain that I was quoted a specific price for a specific time frame - and that I even have it in writing and would like to share it with them so they can tell me what went wrong - I'm told they cannot talk about that, and all the can talk about are current offers
Please feel free to call and explain these concerns to me
Sincerely,
*** ***
(XXX) XXX***
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 8, 2015/09/24) */
09/24/
CenturyLink has reviewed our previous response to Mr***'s issueDetails of the packages and pricing were explained in the 1st response with clips from Mr***'s bill statementsAfter careful consideration, we find our original investigation and response to be validCenturyLink has closed this complaint
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Final Consumer Response /* (2000, 10, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the complaint from *** regarding a disputed charge for an unreturned modemI have reviewed the account notes showing we investigated this matter and the findings from our warehouse were that they don't have any record of the modem being returnedUnfortunately we
don't have anyway to track this return without the *** tracking numberBased on the customer's account history I have adjusted this charge as a courtesyWe apologize for any frustration this has causedSincerely,Mr.***

I have reviewed the customers reply. The pricing and estimated billing information was provided to the customer via online chat the customer was advised the followingI will be providing you with some important information regarding your order todayPlease write this information down or save a copy of this chat for your recordsYour billing account number with CenturyLink is ***Your order number is *** The changes we made to your account include *** *** TVs with DVR, high speed internet 25Mbps month plan$line activation$modem lease with $tech installationYour estimated monthly will be $You will have a prorated fee of $Your first bill will be $before taxes, fees, and surchargesYour service will be installed on 2/1/Your promotion will end on 2/1/ Please keep in mind that all prices I quote you during the course of this conversation do not include applicable taxes, fees, and regulatory assessmentsIf you need further assistance, please call our Customer Care Department at *** Our High Speed Internet policies are located at CenturyLink.com under Management Disclosures To ensure you receive all the discounts, please make sure to enroll in Auto PayYou can do so from you MyAccount online profile, or by contacting Financial Services at ***It may take 1-billing cycles for your Auto Pay to go into effect Should you cancel the Internet service before the month term commitment, an early termination charge fee would be calculated by multiplying your monthly rate of your Internet service by the remaining number of months left in your termThe maximum early termination charge fee will be up to $For example, if your monthly rate is $and you have six months left in your term, this calculates to be $However, you would still only pay the maximum termination fee of $ Please review the terms and conditions included below regarding your *** orderPlease note that not all items listed may apply to your specific orderClick

Complaint: ***
I am rejecting this response because: I tnd they came to the house and said they can not re-wire because of the size of the building. I tried again because I had no other choice for internet at the time. I'm done explaining -- I've explained this already to them and they don't care. Their refusal to negotiate speaks volumes about their company
Sincerely,
*** ***

CenturyLink appreciates the opportunity to review *** ***’s account, ***. Our records indicate *** *** spoke with a representative on September 23, 2017. An out-of-service credit for August 18-was applied to the account in the amount of $17.35. In addition,
a credit for $for shipping was also applied. An additional credit was applied to the account on October 12, for $10.83. All credits are reflected on October 21, bill (see page 3). A copy of the October bill has been attached for *** ***’s review *** *** has been carrying a past due balance on his account for several months, including the October 21, bill. While the Late Payment Charge is valid, a $credit has been applied to the account, in an effort to satisfy. The credit should be reflected on the December 21, bill. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

Mr*** is billing correctly for the products and services currently on his account. As reflected on the March 19, bill, his monthly cost is $before taxes, fees, and surcharges. As previously stated, Mr*** spoke with a representative on April 10, and a new promotion was added to the account. However, he cancelled this order on April 17, Thus, he will continue to bill at the $rate until the promotion expires. In an effort to satisfy, if Mr*** would like to disconnect his account, CenturyLink will waive/adjust any Early Termination Charge that might be applied. Mr*** would need to contact the business office (244-1111) by May 18, to have an order issued. MargaretCenturyLink Customer Advocacy

CenturyLink appreciates *** for giving us the opportunity to review the handling of Ms*** accountAt CenturyLink we strive to provide outstanding customer service and their comments are appreciated plus utilized to enhance our training.Upon review, I verified a CenturyLink technician was
dispatched to Ms*** home on 02/13/and has made the necessary repairs to her phoneThe service is now workingI have issued a credit of $on her account CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***. AmberCenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing dispute for *** *** IncWe forwarded this complaint to our business escalation group and they have issued and approved a credit for $for the charges that were disputed
For further questions or concerns please contact our business team for immediate assistanceCenturyLink has closed this complaintSincerely, MrC***

Centurylink offers calling features at Al A Carte features at an additional rate per feature, or we offer packages that include some or all the features depending on the package that is selected by the customerThe packages provide the customer a much better rate than selecting multiple Al A Carte featuresOur records show that on 10/17/the call forwarding was added to the accountFor further questions please feel free to contact our team at *** for real time supportSincerely, *** ***

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
I would, however, like written proof from them stating that my account has been credited and I owe them no money
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Prior to this reply, the customer canceled services, the bill was back dated and adjustments that were issued prior resulted in a $refundCenturylink provides
that this is sufficient to close this complaint as a resolvedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. 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 meI have received an email from Century Link indicating they have zero'd the bill and the case is closedThank you very much for your help
Sincerely,
*** **

CenturyLink appreciates *** *** giving us the opportunity to review our handling of his account, ***. I would like to apologize for the less than exemplary service that *** *** 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 one repair ticket was opened on June 30, 2017. This ticket was related to a request for credit due to a recent outage. A Broadband Escalation Representative opened a new repair ticket for intermittent connection issues. A technician was dispatched on July 28, and repaired a cable. The Broadband Exsiccation Representative has left a message for *** *** to ensure the service is now working correctly Currently, *** ***’s Internet service is billing at $per month, before taxes, fees, and surcharges. He was receiving a promotional discount, which expired on January 2, 2017. CenturyLink regrets any inconvenience *** *** has experienced ***
*** *** ***

2/5/Centurylink has reviewed the customers account regarding the problems the customer has encountered with their internet serviceThe customer indicated they were refused credits for internet service that was down for several weeksThe customer is requesting to be let out of their
contract stating the service is unreliableThe customers account was issued service credits in the amount of $for the November, December and January chargesThe customer would have until 3/7/to disconnect their service and the early termination charge will be creditedCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

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 Internet connection
is very stable on the regulated line side to the service boxSometimes this type of trouble caused by the inside wiring or an older modemMr*** can review those types of possible repair troubles with technical supportI left Mr*** a voice message with my contact information for any further questions or concerns** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to this reply, the customer was finally approved for the program applied for and the needed adjustments and changes to the account have been made 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