CenturyLink

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink would like to appo9logize for the poor customer service experience and has issued an adjustment to zero out the balance on the final billCenturylink provides this is sufficient to
close the complaint resolvedCenturyLink 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

I have reviewed the complaint from *** regarding a billing disputeI would be happy to look into this issue and see what I can do to help if *** can provide me with his CenturyLink account numberI don't show any active service at the address providedSincerely,Mr.***

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, 2015/07/17) */
CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXXI would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink
representativesHis comments are appreciated and, to improve customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs well
Our records indicate the account was established on November 4, on our Internet and Home Phone package billing at $per monthCenturyLink received a request on December 13, to migrate the telephone number to another providerThis order completed on December 22, A January 2, Closing statement was issued, which correctly reflected charges for service from November to December 22,
Mr*** spoke with a representative on January 21, The representative agreed to credit $to satisfyUnfortunately, a system error occurred and the credit did not postI have issued an adjustment for $on July 16, The remaining balance due on the account is $
CenturyLink regrets any inconvenience Mr*** has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because $is a valid amount for the internet service that I subscribed to for a month before it went out

Complaint: ***
I am rejecting this response because: A business advertises that they can provide a service for a certain priceThey then use fine print and fees to raise that price higher than what the advertised price is knowing full well that the advertised price is not correct and cannot be correctThere were no additional services provided for the fee they chargedIt is an internet only price inflation feeFinal warning and I file my lawsuit.
Sincerely,
*** ***

Company states: We had responded a review that the customer made and received a "thank you" and assumed this was the contact they were requesting

I have received a copy of the Revdex.com complaint filed by Mr*** *** regarding a billing disputeAfter investigation of Mr***'s been found that the late fee was credited to MR ***'s account on 07/23/CenturyLink has closed this complaint.Sincerely,
Mr***

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.
Although they give no details in their response here, they have refunded the disputed amount and resolved this complaint in the manner I requested
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/13) */
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 training
Upon
review of your previous account XXX XXX-XXXX records do not reflect we have received the CenturyLink rental equipment to dateThe follow return authorizations (RMA) were sent to Mr***:
CTL: LOXXXXXXXXXXXXX
KGP: RMA3PXXXXXX June 18, RMA Closed >= days old
CTL: LOXXXXXXXXXXXXX
KGP: RMA3PXXXXXX September 20, RMA Closed >= days old
CTL: LOXXXXXXXXXXXXX
KGP: RMA3PXXXXXX August 29, RMA Closed >= days old
However, as a courtesy I have removed the $ from Mr*** account and notified Collections to cease any further activity
I apologize for any inconvenience Mr*** has experienced, however CenturyLink was trying to recover the rental equipment
Regards,
*** **
Customer Advocacy Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the charges have been zeroed and the collection agency has been notified to cease collection, I am at ease to accept that this matter has been resolved

Complaint: ***
I am rejecting this response because: Please see my comments after each one of their statements below - Checking technical notes as far back as April, the information had less to do with the services not working correctly but that there was other issues connecting third party devices wirelessly even when they worked wired directly to the various third party provided equipment- This is NOT correct - I had multiple technicians out to my house and they were monitoring that the internet speed coming to the modem was variable and had nothing to do with me connecting devices to the wireless router All of my devices were able to connect to the router however I did not get the data speed that I was paying for I was paying for data speed of over 20mb/second but I was only getting 6mb/second The customer had already decided or had switched services even after the offer to send a technician out to troubleshoot the issues the customer was having and the customer refused indicating he would “report them as not resolved” so the ETF could be waived- This is correct, I had decided to cancel the service prior to calling in because they could not provide a service that was consistent in any aspect. Additionally, though the customer indicated that he was unaware of the early termination fee when calling in to disconnect the notations from the time the change to the service was initiated the customer, per the account notations indicated that he was informed and that he did agree to the term for the reduction in price- I was NEVER ONCE told that I was being locked into a year long agreement to get the lower promotional price I had the service for approximately years and was NEVER explained this!!! The bill also states as much every month and an order confirmation is also mailed at the time of the agreed upon promotion was added outlining all the terms and conditions- Because Century Link encourages their customers to go paperless, I have an automatic monthly payment and never see my bill. Based on this information CenturyLink feels that it made a good faith effort and the customer made a decision of their own volition knowing that the termination fee would be assessed if service terminated prior to the term date and made the decision anyway- I signed up with another RELIABLE provider after I was told by a Century Link customer service tech Because I did not want to go without internet service in my house, I waited to cancel after I had the other provider hooked up and working I was only told that there would be an early cancellation fee after I called to cancel but already had another service provider signed up so I was not able to reconsider I also want to add that I am paying more than double what I was paying Century Link but I am now happy to do so since the new service provider is providing reliable service. In lieu of this documented information CenturyLink feels that the requested adjustments to the account are not a valid reason to reverse/refund the $early termination fee nor any monies spent to purchase any equipment that was used to provide the service- This place is a rip off and I will never use their services again and will tell everyone that I meet that is considering using them to stay clear Not only did they not provide the service that I paid for for they have horrible customer service to boot I was on hold for a total for hours total on two separate calls trying to get resolution. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***
Sincerely,
*** ***

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 training.I disconnected the high speed internet account at Mr***’s
homeI credited the service back to SeptemberWe will issue a refund check in approximately weeksCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***.AmberCenturyLink Customer Advocacy Group

I have reviewed the complaint from *** regarding a charge for a non returned modem and request for creditI reviewed the account history showing *** wasn't charged an early termination fee since his agreement was almost over at the time he disconnected serviceAs a courtesy I
did credit the modem cost since our tech failed to bring the modem with him after the visitThe credit will be refunded via check in the next 15-business daysCenturyLink apologizes for this error on our part causing this avoidable billing disputeSincerely,Mr.T***

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 complaint and shortly
after the service was initiated the customer did return the equipmentThis can take a while to show up in our inventory as received but should have been seen by agents the customer spoke to prior to having to resort to filing a complaint with this or any consumer advocacy organizationsDue to the lack of time since the actual cancelation occurred, this would not have been reported to any of the credit agencies; that usually takes roughly days after the account goes to collections and it’s been less than With that in mind, CenturyLink apologizes that this was not resolved quicker and has adjusted the balance on the account to zeroCenturyLink feels that this is sufficient to close this complaint as resolved CenturyLink acknowledges the complainant’s concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve ***

With the provided account information, I verified Mrs***'s concerns were escalated to the Federal Communications CommissionMs*** has already received a response for all concerns through the FCC process** CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding service issues caused by the builders in her subdivision cutting or damaging our linesI'm sorry to hear about these issues and certainly understand ***'s frustration we all rely on our internet service on a daily basisThe main reason lines are
only buried so deep in the ground is usually due to the depth of the water table which varies greatly and can cause service issuesIf *** is still having issues with her service I would be happy to have our Internet Escalations Team contact her if she can provide me with her CenturyLink account numberI was unable to find her account by the address or name provided.Sincerely,Mr.T***

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 is claiming that he was over charged in May, June, July of Per our policy we are able
to adjust any bill discrepancy's up to days backThis is also states on each monthly billing statementCenturylink has explained to Mr*** several times over the past few conversations with himAt this time no changes have been made to the customers accountCenturylink has closed this complaintSincerely, Mr***

04/15/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’ CenturyLink account, I found a majority of the lines were ported to another provider on 10/19/On 09/22/2015, Ms*** spoke with
an agent who adjusted the *** service that was billed but never installed correctly in the amount of $which appears on the 10/07/statement.On 10/20/2015, ***, who spoke with Ms*** placed an order to cancel the remaining portion of the account (the *** service) and issued manual credit in the amount of $for the *** serviceOn the order *** requested the order to effective bill date to 08/07/for the *** serviceThis effective bill date reversed the manual credits issued previously resulting in final statement to be $The remaining balance is a portion of the past due balance from the previous statement and the timeframe of 10/07/to 10/19/The final balance is correctBy adjusting the final statement would credit for service already creditedI have supplied a copy of the final bill statement that reflects the adjustments for the *** service to 08/07/(page of 9)As all charges for the *** service has been issued, CenturyLink has closed this complaint with no further adjustments warranted.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Revdex.com:
I called CenturyLink again about a week ago, and I think they got it straightened out No further action is necessary on the Revdex.com's part.
Sincerely,
*** ***

04/13/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I contacted CenturyLink’s internet support team who responded that the speed is provisioned at 20m however the
modem had been training between 14m and 15mThe support team reset the modem and has been running consistently around 20m.Mr*** is not paying for any particular speed due to the phone and internet package she is subscribed to includes internet from 12m to 20m at the same costAs there is no price difference, an adjustment to the bill is not warrantedI would advise Mr*** to contact CenturyLink’s internet support team at *** for any future issues.CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

After further review, CenturyLink sustains the original positionThe appropriate credits were applied to the accountWe ask Mr*** to contact our business support team for an account over view for his billing concerns at ***Sincerely, Mr***