CenturyLink

I have reviewed the Revdex.com Complaint from *** regarding a charge for an unreturned modemI reviewed the closed account showing the charge for the modem since the customer didn't keep the tracking number we don't have any way to verify it was returnedBased on the customer's
account and payment history I have adjusted this charge off the closed account as a courtesy the account now has a zero balanceWe apologize for the time and frustration this billing dispute has caused.Sincerely,Mr.***

Our records indicate Ms*** also submitted a complaint with the FL Office of the Attorney General regarding her concerns. A response from CenturyLink was sent to the FL AG on April 4, 2018. Please refer Ms*** to the attached AG response for more information. To avoid
duplication of efforts, the FL AG will be the primary source of response to address customer concerns. Margaret Customer Advocacy Group

Complaint: ***
I am rejecting this response because:I am rejecting this response because: Like I said before so far they have charged me $since February I did not sign a legal contract with them therefore their fee for no longer wanting to be with them is null and voidlHere are most of the bills from them, your site would not let me add more, so I am sending you this email to show youRight now Centurylink is not letting me use any email and I don't know if I can send this to you, it is not letting me send any other email and it is going on and off all morningThis is their typical playing games, another reason I have to get rid of them as a provider*** card is showing how they fraudulently added $and $which I did not owe to themThen twice they charged me $for a new modem that I did not need, when I already had oneThey made me send back the modem I had so they could charge me a fee to send me another oneThis is price fixing and fraudulentThey have abused me over the phone every time I call them, trying to straighten things out and had me crying twice last weekI have it on tape, the abuse they have done to me, this is elderly abuse and financial abuseThreatening to send me to creditors if I do not pay billsI also have this on tapeI do not deal with abusive companies and won't, I don't have to, I am a free person to do what I want and no one has to put up with thisI want my money back from them, they have price gouged me and fraudulently stolen from meI have never had a legal contract with them with my signature on itI have to get rid of them because of the lousy service I am getting from them and them shutting my service on and off this morning and other times because they do not like what I have to say to them, which is the truthI can no longer be bullied by them, and I don't have to take it anymoreI have to cancel them as a company and I need your help to get my money back from themThey should not be in business as they are cruel to their customersYou can go online and see the same abuse they have done to othersYou can see by my bills attached how much money they have stolen from me.
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The account of note shows the balance on the final bill amount due of $These all went to *** charges invoiced and paid by CenturyLinkThe customer only paid $leaving a total
amount due for *** charges already paid By CenturyLink of $This is due to the fact that when the date was set for the actual disconnection, the billing date was made a bit retroactive to this and in doing so, the amount paid for the dates for *** services still amounted to $but the overall balance was adjusted due to the effective bill date set and resulted in an overall revised final due that was actually less than the amount actually owed for just the *** charges aloneSince the adjustment to the final bill was greater than t should be, this all went against the balance instead of the specific entitiesCenturyLink 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

Complaint: ***
I am rejecting this response because: I never had the service I cancelled same day I received equipment and returned to their office next dayThat's October not FebruaryI have no intention of paying because their "customer service" failed to do their job
Sincerely,
*** ***

I have reviewed the customers reply with his account informationBased on my findings regarding the customer being charged a restore fee and late charged due to a billing address change request not completed I have adjusted both for a total of $The customer will see this credit on their next bill we apologize for the error causing this billing dispute. Sincerely,***

Our records indicate Ms*** also submitted a complaint with the Attorney General of *** (#***) regarding her concerns. A response from CenturyLink was sent to the ** AG on September 28, 2016. Below is a copy of the response that was sent the ** AG. CenturyLink
regrets any inconvenience Ms*** has experienced. ***
*** *** ***
*** *** ***
*** ** *** *** *** ***, *** Re: *** *** File: *** Dear Mr*** This is in response to the complaint filed by *** *** I do apologize for any concerns or inconvenience that our customer has experienced, and I also appreciate the opportunity given to resolve this issue for our customer. In review of the customer’s account, I see that the customer’s service began on 05/23/16. At that time, the customer was being billed for a home phone package at $35.00, plus taxes, fees and surcharges per month, as the customer requested. In addition to this, the customer was billed a $activation charge for the activation of home service. On the customer’s second bill, the customer was billed $again, plus another $activation charge for the customer’s home phone service being transferred and activated at a new location. The customer visited one of our kiosks at the *** Mall on 07/21/16, and the customer’s package was changed to an Unlimited Home Phone package. This included Unlimited Long Distance service, and also included home phone features as well, as was requested. I do not find that any charges were billed incorrectly, nor did the company refuse to add service when the customer requested them. As of this writing, the customer’s balance is $159.07, and all charges have been billed appropriately. I trust this provides the necessary information to close this complaint as it pertains to CenturyLinkIf you have any additional questions, and/or need additional information, please let me know Thank you,

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 trainingUpon review, I could not verify Ms*** request her account
to be disconnected in July of I did verify, Ms*** called in to check if the account was disconnected on August 20, At that time the agent disconnected Ms***’s service and agreed to back credit the billing to July 29thThe reason Ms*** had a balance left on the final bill was from charges billed July 7, Those charges would be valid as no call was made until July 29, I have sent a reprint of both bills to Ms***Billing in dispute is correct and has been sustainedI apologize for any misunderstandings CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group Tell us why here

CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint ** CenturyLink Customer Advocacy Group

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.Upon review, I verified Ms*** had an order to
upgrade her internet speedWhen the technician attempted to work her order, he found that there were no available ports to upgrade the serviceHe created a ticket in attempt to get the faster service to their homeUnfortunately, on 04/02/2018, the technician went back to the home and found we were unable to connect the faster speedOn 03/31/2018, an agent issued a credit of $to Ms***’s account for the loss of serviceCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***Amber

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejectionUpon further review there appears to be an error in the calculations on the original adjustments givenThe bill for $is the total bill for all services that month, not just long distanceThe $is on as a credit balance forward and debited (since the refunded amount would go against the amount already adjusted) to offset, this is a zero-net sum so will leave it out of the equation and just look at the adjustments and chargesHere is the actual breakdown of the charges and credits for long distanceThe customer had a total of long distance and associated taxes billed to them of $The total amount of the adjustments given including tax was $The difference between the two is $I have issued and adjustment of $which will refund the customer in the form of a checkPlease allow up to days to receive this refundCenturyLink apologizes for the initial mistake in the original review of the complaint Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

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*** 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. *** spoke with a representative on March 21, 2018. An order was issued to add a new promotional discount to the account. The due date on the order was April 2, 2018. Since Ms*** bill is generated on the 1st of each month, the new discount was not reflected on the April 1, bill, as the order had not completed. The May 1, bill should reflect the new promotional discount In an effort to satisfy, an adjustment for the difference in the promotional and billed rate on the April bill has been applied. A credit for $was issued on April 24, and should be reflected on the May 1, bill. 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 the opportunity to review Mr***’s account, *** *** ***. Our records indicate the account was suspended for non-payment on August 14, 2012. Mr*** was leasing a CenturyLink modem. Monthly charges for the lease modem were reflected on
the bill. The account was disconnected on October 3, 2012, with an August 14, effective bill dateA return label packet was shipped to Mr*** on October 4, 2012. Our records do not indicate the modem was returned. On November 18, 2012, the account was correctly billed $107.61, purchase price of the modem. The balance due is valid and the charges have been sustained. CenturyLink regret any inconvenience Mr*** has experienced. *** CenturyLink Customer Advocacy

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 trainingUpon review, I verified Mrs*** has been given
additional loyally discountsThese discounts were given after all one-year discounts had been exhaustedAt this time, Mrs*** is receiving all available discounts CenturyLink can provide** CenturyLink Customer Advocacy Group

(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because at this point I have been lied to by different representatives of this companyThe first was when I contacted them and explained to the representative what I was seeking in terms of my serviceI was quoted a price for that service which included high speed internetThe price I was quoted was between and per monthThe first bill I received was over I contacted this company and was going to cancel the serviceI spoke to a representative who made correctionsHe explained that the original representative neglected to add some codes to make the billing correctHe assured me that he had made the corrections to the account and assured me that before the account cycled additional credits would post to bring the balance in line to what I was quotedI checked and did not see those credits and due to the cycle date approaching, I made the payment believing that even if credits posted it would offset the next billHence, lie number twoThe next bill I received was Even if I took the offer this company just offered with taxes and fees I would more likely than not still be payment this amountthis is their offer " I can offer to bring the monthly bill as it current stands to just under $or approximately $198-for a period of months" which in my opinion is totally disrepectfulI'd like to know how long I have but do not want to talk to these people because clearly just based on what was offered by their representative they have no respect for me as a thinking person or a consumer who wanted to have an honorable relationship with themI've not at any time neglected by responsibility to them but they have to meOh and by the way they dropped my internet package without any prior notificationThis is despicable behavior to say the leastI am almost ashamed to know I own some of their stockTalk about disreputable business practices, I know there HAS to be a mountain of these complaints against this company

I have reviewed the complaint from *** regarding not getting full 10mbps internet speedI checked the customer's account and show they have chosen to cancel our service due to us not having higher speeds available at their addressWe apologize for not being able to meet the customer's internet
needs I have issued a courtesy credit of $that has already posted to the closed account.Sincerely,Mr.***

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, Mr*** issue was resolved on January 29,
At that time, all charges were credited back to zero final billingI apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

enturyLink 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.Upon review, I verified Ms*** current account began on
11/29/2016, The promotion provided on that order was a one-year contractIt was $per month, if she set up autopay and paperless billing, there would be a $discountShe did not set up autopay or paperless billingAlso, she leased her modem for $and there was a cost recovery fee of $per monthHer bills were correct based off of the promotionThere are no documented calls concerning her contacting CenturyLink concerning her bill amountsAll promotional details were sent to her at the time she ordered the serviceThe details were also listed on her bill each monthHer promotion expired on her December bill statementThere are no notes indicating she request any information concerning new promotions or requesting a cancellation of her serviceWe issued a temporary disconnect on 01/16/due to payment issuesOur executive technical support was able to see quite a bit of usage on her account up to the date we temporarily disconnected her service, 01/16/Therefore, there will be no credits issuedI have issued a disconnect order and it will stop the billing as of 01/16/and a final bill will be issued for service up to that dateI sent Ms*** a prepaid *** shipping label to return her leased modemShe will need to retain the customer portion of the label that contains the tracking number, for her recordsThe modem needs to be returned within days to avoid an unreturned modem fee of $plus taxIf she has returned the modem and a modem fee appears on her bill, she may contact CenturyLink and provide the tracking number, we will be credit the feeCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.AmberCenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:I am only rejecting this response because I feel that I am not responsible for the remaining $early termination feeI appreciate that the total amount has been reduced upon Century Link receiving the returned modemHowever I feel I am not responsible for the remaining balance because I was forced to move due to my relationship ending so abrupt and drastically with my former fianceI had to move out quickly, as it was a matter of my own safetyAs I stated in my initial complaint, I called a Century Link representative and she stated over the phone that if I was moving to a location that already has all the utilities (including internet) included, then my early termination fee will be waived (*** *** waived my early termination fees with no issue)Since I verbally received that information, I proceeded to move to the location where I currently resideIf I would have known that the early termination fee would not be waived, I'm most certainly would have picked a different location to resideAdditionally, the reason for the late return of the modem was because I did not receive the return the kit to return the modemI had to call Century Link to receive the return kitThe modem was promptly returned upon receiving the return kit.I feel I should not be financially responsible for the inconsistency of Century Link's employee and their lack of complying with their own policies and proceduresIf I would have known the early termination fee was ironclad, then I never would have terminated my service and moved to an apartment complex with all utilities includedAttached is a letter from my resident manager stating that all utilities are included in my apartment complexI mailed this letter to Century Link along with a statement from myself, stating that I spoke with a Century Link representative (about the aforementioned early termination fee issue) over phone prior to me terminating my serviceI did not receive a response back from Century Link after I mailed the statement in early October
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I don't agree with your "account notes" in the time period the service was downI was withought phone and internet service beginning November 15th - the evening of the wind stormDo I need to have my neighbors sign some sort of petition or document to back up my claim that there were phone lines dangling in our street for weeks? Or how about a notarized statement from the neighbor who had that telephone pole on his house?Thank you for what you are calling a courtesy credit - I still feel you owe me that, and the other dollarsI guess I can always take my business elsewhere, and I will
Sincerely,
*** ***