CenturyLink

I have reviewed the Revdex.com Complaint from [redacted] regarding internet not being available in their areaWe thank them for wanting our service and sorry it's not available at their address at this timeSystem upgrades are done on a cost vrs potential customers unfortunately in rural areas like this it's possible that it won't be upgraded to accommodate more customers in the near futureI would recommend they check with satellite providers they seem to cover rural areas where cable and internet though phone lines aren'tSincerely, [redacted]

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, 459-Ms [redacted] was billed for an unreturned modem on June 12, A credit for $was issued on December 27, and the account currently reflects a zero-balance due An email has been sent to the collection agency requesting the removal of all credit reporting and to stop further collection action on the account [redacted] CenturyLink Customer Advocacy

I have received the Revdex.com rebuttal from Mr [redacted] ***I apologize that Mr [redacted] did not accept the previous responseCenturyLink regrets that Mr [redacted] has decided to disconnect his serviceCenturyLink had already adjusted the additional Directory Assistance charges that appear on the April bill as noted previously in our original response, “I have adjusted an additional $-of the charges that appear on the April 12th, statement as a courtesy as well.” $-+ $-for total adjustment of $-Per the original response, a CenturyLink technician was again dispatched to test the line up to Mr***’s network interface box and the report once again from the technician stated that it was “still testing good.” CenturyLink is responsible for maintaining its network up to the demarcation point of the network interface box where it connects with the customer’s wiringFrom that point, the wiring and its’ maintenance is the responsibility of the customerThis is per FCC regulationsThere are other possible explanations as to why there are directory assistance usage charges from dialing even though telephones were not plugged in as Mr [redacted] statesMonitoring and alarm systems, fax machines, computers, a short in the inside wiring, and possible unauthorized access to the jack inside the network box at Mr***’s home are a few examples.CenturyLink has reviewed our previous response to Mr***’s issue and after careful consideration we find that the original investigation and response to be validThe request for any further adjustments is deniedCenturyLink regrets any frustration that this issue may have causedCenturyLink has closed this complaint

I have received the additional information from [redacted] and adjusted all charges off the closed account due to it never being used because of the extended due date to activate serviceThe account now has a zero balance.Sincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because:I was given a authorization number of [redacted] on 2/4/Century link records their calls , has anyone listen to the call on 2/4/16? Sincerely, [redacted]

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, [redacted] I would like to apologize for the less than exemplary service that Mr [redacted] 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 Mr [redacted] Home Phone was removed on January 26, A credit for $was issued and was reflected on the February 1, bill An additional $credit was issued on February 15, 2018, in an effort to satisfy This credit should be reflected on the March 1, bill Mr [redacted] is a valued customer and I apologize he was not treated in this manner CenturyLink regrets any inconvenience Mr [redacted] has experienced Margaret CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a service disputeAfter investigation of we were unable to locate the closed account to further investigate.We do appreciate you for taking the time to notify us about the unsatisfactory customer service experience that you recently encounteredThat's not how we do business and I certainly don't enjoy hearing the treatment you receivedPlease accept our apologies for not meeting your expectationsWe have forwarded your feedback to our process development team to review and help prevent this from happening to others in the futureAgain please accept our apologies for the frustration encounteredSincerely, Mr [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding annoyance callsUnfortunately there isn't any way to block called from overseas since they use computer programs that can display incorrect numbers by the time it's routed to the United StatesThey can report all of these calls to the [redacted] to see if they have any recourse to have these endedWe apologize there isn't much we can do to stop these calls from overseas callers since they don't follow our laws here in the US Sincerely, [redacted]

CenturyLink appreciates Mr [redacted] 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 have verified the Early Termination Fee billed to Mr [redacted] is validI will need to review this complaint further with Mr [redacted] for a better understanding on Internet service’s billedI have left a voice message for Mr [redacted] for further discussion [redacted] CenturyLink Customer Advocacy Group

I have reviewed the complaint from [redacted] regarding a monthly rate , returned check and restoral fees dispute I have reviewed the account history showing we did get payment returned on $for non sufficient funds we charged the customer $feeAs a courtesy this fee was credited back to her account on 7/11/I show the lowest rate available for this account is $per month for months which is what she currently hasWe did give her a one time courtesy credit of $on 8/17/due to the conflicting information she states she receivedI show the customer was given a prorated discount on her July bill of $covering the time frame of 6/15-7/ Based on my findings I have credited [redacted] 's restore fee with tax of $as a courtesy which has posted to the account and will show on her next statementThere are no further credits due on this account for this billing dispute we apologize for any frustration this issue has caused.Sincerely, [redacted]

04/28/2016Mr [redacted] ’s internet contractual promotion expires on 11/16/Upon further review of the package (and not just the notations) I found the current Prism promotional discount does not have a contractual promotionHowever, any additional changes to promotional pricing may include a new contractual agreement.I apologize for any frustration this may have causedSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

06/21/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: CenturyLink and [redacted] are separate companies that bill together to offer our customers bill and in certain cases discounts may apply CenturyLink and [redacted] have different bill cycle dates and both companies bill a month in advance for serviceThis allow for [redacted] to send Mr [redacted] ’s [redacted] bill on the 26th of every month to CenturyLink and for CenturyLink to make payment on behalf of Mr [redacted] CenturyLink then hold on to Mr [redacted] ’s [redacted] bill until the CenturyLink bill is printed on the 4th of the following month (i.e [redacted] **’s 04/26/bill statement appeared on CenturyLink’s 05/04/bill statement) Mr [redacted] ’s last payment to CenturyLink posted on 03/23/for the CenturyLink service timeframe of 03/04/to 04/03/that included [redacted] charges from 02/24/to 03/23/ Mr [redacted] still owes CenturyLink for the CenturyLink charges from 04/04/to 05/04/and [redacted] charges 03/24/to 05/22/(The [redacted] charges CenturyLink paid on behalf of Mr [redacted] before he disconnected CenturyLink service and ceased the [redacted] combine billing) totaling a balance due of $CenturyLink has sustained the balance due as valid with no credit adjustments being warrantedCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I reviewed the billing complaint from [redacted] regarding a question on her CenturyLink payment for her Direct TV servicesI reviewed the account showing [redacted] paid us for Direct TV services up to 1/21/which was on her Jan2,billWe sent Direct TV the payment for their bill that covered up to 1/21/any charges after that would be from Direct TV separately [redacted] can call Direct TV and verify that CenturyLink paid them up to that dateIf Direct TV has any different billing dates on their billing system for when the separate account started [redacted] can have Direct TV do a way call with our Credit DepartmentCenturyLink apologizes for any frustration caused by this billing disputeSincerely, Mr[redacted]

Complaint: [redacted] I am rejecting this response because: The first payment still overchargedWhen I opened the new account the end of May, We have agreement that the payment will be around $monthly with Internet and Prism service for years agreementBut the fact the charged me on 6/$45.43, 7/$and 8/$I talked to the customer service about this and they said they can not do anything even I asked that I want to talk to the manager and they said it will be the sameThey didn't have any recorded documentation or conversation when I made agreement at the first timeThe only thing they know is that is the charged/bill and you have to pay itAnd if I cancel the contract they will charged me penalty feeI didn't have any choice and I downgraded the service with internet only to avoid the penalty Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding a service disputeAfter investigation of Mr [redacted] 's account it has been found that our server is showing that the customer has a great connection on the line and its trained at 100% Our records show that Mr [redacted] has contacted our technical support previously and a new modem was sent due to a malfunction of the modem that Mr [redacted] was usingWe also noticed that there was a brief outage in his area that has been resolvedMr [redacted] was informed of the outage in early August when he called our technical supportWe ask the customer to contact our technical support for any further questions or issues that may ariseThey can be reached at [redacted] Additionally, CenturyLink does not compensate for time spentCenturyLink apologizes for any frustrationSincerely, Mr [redacted]

CenturyLink appreciates Mr [redacted] writing regarding his recent experience with our company I regret to inform Mr [redacted] that he 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 Mr***’s name Once this information is received, CenturyLink will be happy to investigate the complaint [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this responseHere is my account number: [redacted] A quick update to the complaintCenturylink did finally cancel my contract I should be receiving a refund for approximately $400.00, so I will keep this complaint open until that has been resolved Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the outage lasted longer than Dec 27-The outage was in place several weeks prior to to Dec And outage was not rectified until at least Jan Century Link needs to admit to their disruption in service Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding a misquoted monthly total estimated billing amountI reviewed the customer's account and notes regarding this ongoing billing dispute The customer has been credited on 2/3/for the additional charges and advised their bill with the current services would not be $it would be $+ taxes fees and surchargesBased on my findings and the customer's statement I have noted the account for us to waive the early termination fee if she chooses to cancelShe would need to call into our disconnect department [redacted] this isn't an order that can be done via a third party communication such as thisThey will also need to be explained the details of the equipment return process by our disconnect departmentWe apologize for any misquote along with the frustration this dispute has caused Sincerely,Mr[redacted]

Complaint: I am rejecting this response because: