CenturyLink

I have reviewed the customer's reply regarding their monthly chargesI reviewed the Feb 7, bill it is correct the new charges including taxes, fees and surcharges is $If they have any questions on specific charges on the bill I am happy to further assist as neededIf they would like immediate help we have a live chat help option on our website www.CenturyLink.comor our Billing Specialist at ***.Sincerely,Mr.***

Initial Business Response /* (1000, 4, 2015/07/29) */
CenturyLink appreciated Mr*** giving us the opportunity to reviewing 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 of Mr***'s account I had referred it to our DSL Escalations team for assistance to reach out to Mr*** to assist with the CenturyLink DSL issuesI was advised on July 28th, via email the problems are no longer on Mr***'s account and no further action was required
CenturyLink records indicate a technician was dispatched to Mr***'s residence on July 7, where the tech had determined cable in house was bad along with bad inside wiringCenturyLink technician did the necessary repairs to the Customer's inside facilities
I am confident the above information provided the information Mr*** was seeking
Regards,
*** **
Customer Advocacy Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am no longer experiencing connectivity issues and am completely satisfied with the repairs completed by Centurylink's technicians

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while this resolution complies with my requests, it is a poor, poor response. CenturyLink charged me a $charge for a ***? One cent? $0.01? Really? I'll will bet someone willing to push that could show it to be illegalAt a minimum....just plain bad taste Please inform CenturyLink that it if did any good to use the number provided in their response, we wouldn't even be having this conversationThis is my third complaint with the Revdex.com against CenturyLink in the past yearThis is the third time CenturyLink has refunded my money in some formI WILL NEVER CALL THAT NUMBERI will only use the Revdex.comIts the only think that they respond to. I will NEVER allow CenturyLink access to my bank account via autopayThey are insane to suggest itInstead, I might suggest that they focus on keeping their internet lines working. Finally, I will not accept the correction as a courtesyIf they do it again...we will be right back here with another complaintI don't care how long its beenAs soon as ATT gets their lines out here and I have a choice...CenturyLink and I will be rid of each otherUntil then I expect them to keep the service working and the billing straight. *** ***
Sincerely,
*** ***

After further review, CenturyLink sustains the original positionThe billing and promotions were reviewed and deemed as validAll of our promotions and requirements for those promotions can be viewed on our websiteWe do not offer standalone internet for $a month without a bundleWe apologize about the frustration expressed, however we have verified the pricing is correct for the services providedSincerely, *** ***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint reply rejectionIn lieu of the issues getting correct information on what is due the customer, I have issued and additional adjustment which will result in a credit balance of the $requested in the settlementOn Tuesday the 27th of December, the Credit balance will be refunded and this will take to days to be received by the customerAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by *** *** *** regarding a billing disputeAfter investigation of *** *** account it has been found that the account has been closed out, and the charges have all been credited back to a zero balance
We are unable to fulfill *** *** request for the *** gift cardHowever we do apologize for the frustration that was encounteredSincerely, *** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for the difficulty in getting the services expected at the price quotedIn lieu of the time and effort made trying to rectifying this situation Centurylink has adjusted
all the late fees and the promotional reversals as well the early termination fee for a total adjustment of $which leaves a valid balance due of $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

01/18/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I had the call reviewed in which new promotions were added on 08/09/I found the Mr*** was
offered a promotional offer of:-----------------------------------------------------------------------------...⇄ Internet - High-Speed Internet with AutoPay & Paperless Bill month Term Commitment $High-Speed Internet - Loyal Customer Credit Month $= Internet Monthly Charges Total $(before surcharges)OrInternet - High-Speed Internet w/o AutoPay & Paperless Bill month Term Commitment $High-Speed Internet - Loyal Customer Credit Month $= Internet Monthly Charges Total $(before surcharges)---------------------------------------------------------------------...⇄ Unfortunately, the agent was not clear if the requirement for AutoPay & Paperless Bill was required for this offer or when Mr*** questioned if the promotional offer could be added once this new offer expiresCoaching/disciplinary actions have been requested for this agent for not clarifying the promotional requirements CenturyLink does not have any other offers to honor the quote on a monthly basis without Mr*** registering for AutoPay & Paperless Bill With that being said, Mr***’s monthly rate will be $(before surcharges) during the first months since the promotion was added and $(before surcharges) for the second months (Contact expiration date 08/09/2018)I have added a onetime credit to compensate the promotional discount of $off for AutoPay & Paperless Bill for the full months totaling a credit adjustment of $240.00. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s is***We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer AdvocacyConsumer /Small Business Sales and Care

CenturyLink appreciates Mrs*** 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.CenturyLink will be happy to conduct a payment
investigation to locate Mrs***’s payment and apply it to her accountUnfortunately, there is sensitive information we would require to proceedShe will need to contact our financial service department at 1- 800-423-Once they locate the payment, it will be applied to the balance and we will cease any collection activity/reporting CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs***.AmberCenturyLink Customer Advocacy Group

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 we are unable to fulfill a request for a complete reimbursement for servicesCenturylinks technical support is
available 24/to assist with any connection issues and if needed credits can be placed during that current billing cycle for any issues that are foundWe have escalated *** ***'s issues to a technical support specialist to address any concerns *** *** has regarding the servicesThey will reach out within - hours via the contact information provided on this Revdex.com complaintCenturylink apologizes for any frustration encounteredSiincerely, *** ***

Revdex.com:Their information is incorrect The modem most certainly was returnedalmost a year ago What step do I need to take now? Because I will not pay this bill!!
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/10/05) */
10/05/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Ms***'s CenturyLink account, I found CenturyLink's offline support requested on
09/14/the return label for the CenturyLink equipment to be shippedOn 09/12/2015, an order was placed to remove the leased equipment from Ms***'s CenturyLink account with an effective bill date (reversal of charges) to the date the billing began 07/21/These credits for the leased equipment appear on the 09/21/statement:
Monthly Charges
** Broadband Cost Recovery Fee
Total Monthly Charges $
Adjustments
** Remove Base Lease Tech Inst Stand From AUG To -
SEP
** Remove Base Lease Tech Inst Stand From JUL To -
AUG
Total Adjustments -$
Taxes, Fees and Surcharges
PENNSYLVANIA Sales Tax -
Total Taxes, Fees and Surcharges -$
Total Broadband (including Taxes, Fees and Surcharges) -$
As the return label has been requested, the product has been removed from Ms***'s CenturyLink account and the credits have already been applied to the 09/21/statement, CenturyLink finds this issue to be resolved
I apologize for any frustrations this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

CenturyLink appreciates Ms*** 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.I requested our executive technical support team contact Ms
*** to review her email issues and speed concernsMike left her a message, as well as sent her an email with his contact informationHe will assist her directly to find a resolution.I issued a $credit on her account due to the ongoing issues she has faced.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.Amber

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 attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms.***’s name. Once this information is received, CenturyLink will be happy to investigate the complaint. ** CenturyLink Customer Advocacy Group

Due to privacy issues, CenturyLink does not provide account information to individuals who are not authorized. I appreciate Mr*** providing additional information to verify his identityOn February 12, 2014, CenturyLink received a request to migrate telephone number *** *** to another provider. The number was migrated on February 28, 2014. In compliance with FCC regulations, account *** *** *** was established for billing of Mr***’s Internet serviceBecause Mr***’s new provider is not an authorized party on the account, they cannot disconnect other products or services (in this case Internet) that may be on an account. An authorized party would need to contact CenturyLink to disconnect any other products or service. Account *** *** *** was suspended for non-payment on July 2, and disconnected on July 28, 2014, with an effective bill date of July 2, 2014. The July 21, Closing bill reflected a balance due of $84.15. Mr*** spoke with a representative on February 10, and an adjustment for $was issued. The account currently reflects a zero balance due*** 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 me
Sincerely,
Steven ***

I have reviewed the Revdex.com Complaint form *** regarding a billing dispute for an early termination feeI reviewed the account notes showing we already adjusted the equipment fees and the early term fee for the internet serviceBased on the short amount of time the customer had
our service and couldn't get the same package at the new location I adjusted the $220.00 Prism fee. The remaining balance on the account of $is for service received and will need to be paid by the customerSincerely,***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following:The eventual cancellation of the account was done after the bill print (this is the billing date or the tenth of each month) and as such the current final bill is not
accurate.The order to disconnect the service was back dated to the 31st of March and this will generate a revised final bill which should negate all the charges on the current final bill.I have verified that the equipment has been returned and if the customer receives a revised final bill with an amount owing on it they can contact me directly at *** and I will adjust any remaining amount they may post.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***
***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink would like to apologize for the time and effort that it took to try and address this complaintCenturylink has issued and adjustment for the entire balance and all collection activity
will automatically ceasePlease allow 14-days for notifications to stop as they may already be in process and arrive prior to notification of this adjustment to the various collection agencies usedThis account is still in a pre-collect status and has not reported to any credit bureaus at this timeCenturyLink 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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer’s request for adjustments for perceived issues that can no longer be validated due to the customers porting of the service to another provider and disconnection of the remaining
services will not be issuedCurrently, there is no capacity issue and even when this is the case, “at capacity” does not mean there isn’t available pairs available on a given circuitCapacity means that due to the circuit being close to a point that existing services that have an issue due to line conditions or other physical aspects of the service could be impacted, Centurylink leaves an unspecified number of the circuit pair reserved open to facilitate such should the need ariseThere is hold on new service orders until there is increased capacity upgrades or pairs in use become availableThis insures that existing customer are not adversely impacted and the there is enough spare capacity to assist with possible issues as mentioned priorWhen checking for speeds available at the address the customer may have seen that no new orders could be issued or may have been told this when calling in but there is no way at this point to know if that was indeed an issues as the services are no longer in place for this customer and cannot verifiedNothing on the account history indicates there as any kind of exhaust issue or problems reported on a regular basis to which may have contributed to consideration if the services were still activeCenturyLink 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