CenturyLink

05/10/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I sent this complaint to the Executive office escalations for repair to reach out to Ms*** for assistanceBelow
are the responses and resolution:---------------------------------------------------------------------...⇄ 04/22/2016: Hi ***, I have ***ed our Ms*** twice so far, but am unable to reach herI have left messages thoughThere have been no drops from our server since 4/and the modem is getting the full speedsSince I could not locate any problems within our network I sent out a new modemThere was some trouble on UPS’ end so the delivery was delayed till todayI have advised *** of that as wellI also advised to install the new modem and that I will try her again next week to see how everything is goingThank you, ***04/27/2016: Hi ***, This Ms***’s modem is still trained up at 100% with the last two drops on 4/and 4/I have been unable to reach Ms***I have left voicemails about there being no issues on our network and about the new modem I sentShe has both my number and hr repair number in case neededCheers, ***-----------------------------------------------------------------------------...⇄ *** also sent a prepaid return label for the modem Ms*** originally had so that she may return it to avoid a non-returned equipment fee.As CenturyLink has sent a replacement modem and try multiple times to contact Ms***, CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

07/12/2016 As *** had responded on 06/17/2016, the average monthly recurring fees would be as estimated with the requirement of CenturyLink’s autopay and paperless billing:______________________________________________________________Your pricing for each service is as follows:Internet: $14.95Modem Rental: $9.99Internet Taxes/Fees: $(estimated)Prism Complete TV: $76.98 Set Top Boxes (2): $19.98 Prism Taxes/Fees: $(estimated) Total monthly costs for all services: $134.92 (estimated)______________________________________________________________ The pricing above requires CenturyLink autopay and paperless billingThe above p*** would change to $more should Ms*** not registerThis may be set up through CenturyLink online MyAccount at *** (a MyAccount will need to be set up by following the prompts) Keep in mind that paperless billing and autopay may take 1-bill cycles to complete and the additional promotion will not begin until the bill reflects. As stated within the previous response, Ms*** is already in correspondence with *** over pricing and options (I would advise Ms*** to continue communications with *** for any further inquiries), CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

4/4/16I have received a copy of the Revdex.com rebuttal filed by Mr*** ***, regarding his billingI have reviewed his account and found the following: After review of the account, appropriate credits have been given reflective of the issues reported to CenturyLinkThe High Speed Internet technical support team is always available at * ***CenturyLink apologizes for any frustration Sincerely, Ms***

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 trainingAfter reviewing all concerns with *** ***, I verified ***
***’s CenturyLink services should have been disconnected on January 24, I assured *** ***, once all billing is finalized I would issue a credit to offset all final charges for service billed after January 24, I have provided *** *** my direct phone number for any further question or concerns regarding this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** ** CenturyLink Customer Advocacy Group

08/31/2016 CenturyLink has received a copy of the Revdex.com complaint filed by Name. Below are our findings: I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing dispute. Unfortunately, Ms*** did not provide
her CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustration Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from *** regarding ongoing service issuesI would be happy to help by requesting a repair escalation if *** can provide me with their account numberI was unable to find the account with the information providedSincerely,Mr.T***

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 a check has been overnighted and received by the customer for the overpaymentCenturyLink apologizes for the
frustration encounteredSincerely, MrC***

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 trainingAll charges related to the purchase
of CenturyLink services or equipment on account ending in *** have been adjusted as of January 23rd, There was never a payment made towards this account and all charges negatedBecause the customer initially requested both DirecTV and Centurylink services, both orders were initiatedBecause the DirecTV installation completed prior to the CenturyLink order, the bill that is referred to in this complaint is a standalone first billing for DirecTV and is a valid bill for the initial DirecTV invoiced charges; it does not contain any Centurylink charges, only DirecTVThese have already been paid to DirecTV on behalf of the customer as they would have been invoiced prior to the initial Centurylink charges that were subsequently canceled after the DirecTV installation and invoicing of said charges were received and paid to DirecTV on the customers behalfSince these have already been paid to DirecTV by CenturyLink, they cannot be adjustedThe DirecTV account is only current because CenturyLink paid the initial charges which are reflected in the balance due of $The customer, to avoid further collection activity, will need to pay this amount to CenturyLink CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***

Our records indicate Mr*** also submitted a complaint with the *** *** *** (#***) regarding his concerns. A response from CenturyLink was sent to the *** on March 16, 2016. Please refer Mr*** to the *** response for more information. CenturyLink
regrets any inconvenience Mr*** has experienced. *** 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 this issue has previously been resolved and a credit was placed on the account and the account is now at a zero
balance Furthermore our records indicate that the billing system is showing the correct rate for the services being provided and was relayed to Mr***CenturyLink apologizes for the frustration encounteredFor further assistance or concerns please contact our team directly at 1-800-244-CenturyLink has closed my complaint.Sincerely, MrC***

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 and provide the previous service address and account numberPlease have the customer provide the account number or phone number and the service address(s) and any other info as is printed on the bill(s)CenturyLink 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 ***

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 trainingCenturyLink is only a third-party
billing agent in this scenarioAll the charges related to this complaint not only are from *** but have already been adjusted and invoiced to CenturyLink by ***The reason for this is the customer does not have a billing issue, there are charges from *** are the customers issueOnly *** can address anything that is related to ***; CenturyLink only pays what *** says is owed by the customerCenturylink does not change services, provide equipment or address programming and or equipment related charges for ***, only *** can do thisSince the charges being disputed are related to *** and according to the latest invoice that has been presented to Centurylink already addressed, 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***

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,
*** ***

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 the customer was under an agreement for the discounts that were being received monthly for the PRISM service
However CenturyLink has granted Mr***'s request for credit for the early termination fee that was chargedThe credit of $that was charge has been adjusted to the account which will credit towards the remaining amount on the account and the excess of the credit will be returned to Mr*** in the form of a checkThis will also notify our collection partner that the debt has been satisfied and removedCenturyLink appreciates the opportunity to investigate and resolve Mr***'s complaintSincerely, Mr***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The policy is in place that usually sustains these charges billed this because it relates to the term commitment that the customer agrees to at the time the services are established, This is
standard procedure but considering the large disparity of the speed currently offered and the speed available at the new location CenturyLink has zeroed the final billWhile this does not eliminate the entire fee it negates any amount owed regarding the services previously rendered which is a fair offset as he customer did get the service at a discounted rateUnless the customer fails to return the modem within thirty days of the disconnection there should be no further charges dueCenturyLink 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: 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 trainingPrior to this reply, the customer
sought and received an adjustment to the account in the amount of $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, *** ***

As I advised my last response, The June bill was for services rendered through June 30, No payment was made for services billed from June 1, through June 30, The final billing is valid and all charges owed have been sustained.After careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint **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 me
Their findings align with and agree with the facts of the case as I experienced it - I am glad of these findings, and only wish that I had not had to spend hours on the phone with multiple parties (including supervisors who insisted the facts were different)...But I am grateful this has been brought to an amicable solution as per the original agreement!
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a service disputeAfter investigation of Ms***'s complaint we would like to apologize for the confusion and frustration encounteredHowever Centurylink does not make
outbound call soliciting services etcOften times companies such as long distance providers may make it seems like they are the provider because they are able to provide their third party services via the providerCenturylink does not share information with solicitorsIf they have a consumers information they are getting it another avenue as Centurylink does not share or sell any informationCenturylink apologizes for the frustrationSincerely, *** ***

Complaint: ***
I am rejecting this response because: I still reject this responseI am not paying for the foreman of my construction crew's bill just because he had the Internet installed at my place while he was living on the property
Sincerely,
*** ***