CenturyLink

Complaint: ***
I am rejecting this response because: Even though I there were shipping labels supposedly sent to me I have yet to receive oneI do however plan to visit the retail store to hand deliver the equipment as I have waited over weeks to receive a label after multiple requestsOnce my equipment is accepted and the order for equipment removal is processed I will accept their response.My only concern is that they have continued to charge me for unused equipment while I waited for a shipping label that never arrived
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to this complaint, the customers account/orders were canceled and on the 28th of March, 2016, the account/card ending in *** was credited the amount of $The confirmation ID for
this refund is ***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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: There are two different issues that make this complaint not available for current review The complainant is not listed on the bill as the account holder or an authorized person who
can be addressed regarding the account It is a violation of (CPNI) Customer Proprietary Network Information laws to discuss the account, any charges or issues related to the account if the person making the inquiry is not a listed authorized person on the account or the account holder In order for this complaint to be addressed, the account holder will have to contact CenturyLink and have the complainant added before we can discuss and resolve this complaint 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

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,
*** & *** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Centurylink apologizes for the issues this customer has gone through to get the service canceled and his deposit back Centurylink Has issued a
cancelation of the service on order number *** and requested a revised final bill be expedited so the customers refund will be issued as soon as possible This is an automatic process and upon the service cancellation (per the afore mentioned order dated today December 20th, 2016) will generate a refund of the customers deposit Please allow 2-weeks for this deposit check to arriveIn the event the check has not been delivered in this time frame please have the customer contact the manager handling this complaint at *** for further assistance 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

I have reviewed the Revdex.com Complaint from *** regarding ongoing issues with their phone lineI have reviewed the account trouble reporting history showing the last time the customer requested assistance was on 9/15/which was cleared that same dayIf the customer is
still having problems they need to file a repair ticket ***If they have a current repair request order in and would like further assistance they can let me know and I will do what I can to escalate the request to a local repair supervisorWe apologize for these ongoing issues and will do what we can to get them resolvedSincerely,***

Initial Business Response /* (1000, 4, 2015/09/30) */
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
have verified the billing issue had already been reviewed and resolved as agreed to by Mrs***I processed an adjustment for $that had previously been disputedI made contact with the ***'s and provided my direct telephone number for any further questions or concerns in regards to this compliantI apologize for any inconvenience CenturyLink may have caused due to the billing dispute
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did speak to a representative to resolve our billing issueHowever, I am going to wait until the next bill comes to make sure it is accurateThe reason is past bills were promised to be accurate and were notOnce the next bill comes in accurate this issue will be resolved
Final Business Response /* (4000, 8, 2015/10/09) */
Please be advised, this complaint has already been addressed and resolvedMrs*** was provided my direct telephone number for any further concerns
**
Customer Advocacy Group
Final Consumer Response /* (2000, 10, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the resolutionIf the bill does not come in accurate I will call ** directly and file another complaint

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
Adjusting the balance to $
Sincerely,
*** ***

CenturyLink appreciates MrsMortel 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, This issue has already been escalated to FCC
MrsMortel has already received a response for all concerns through the FCC processJJ CenturyLink Customer Advocacy Group

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 trainingUpon review, I verified *** ***
ordered high-speed internet on 07/01/with a 1-year contract and leased modemThe year rate was $and the modem lease was $On 08/04/she ordered a product called CenturyLink@ease for $per monthAfter her 1-year contract expired, July 2016, she contacted CenturyLink and ordered ***CenturyLink offered a $monthly discount for bundling the two services togetherHer high-speed internet has billed that rate since August There are no notes indicating *** *** contacted CenturyLink concerning her billing or rates sinceI have added a $off for 12-month loyalty to her high-speed internet going forwardThis will not add any contract or obligationIt will begin on the next month billing cycle*** ***’s current bill is higher than due to two thingsFirst, *** began billing installments of *** *** *** at $for monthsSecond, her September bill was $and *** *** paid $81.11, therefore the balance carried over to the October billing as well as a $late payment feeWe reached out to *** to verify *** *** was in a 2-year contractThey advised us they have documents signed by the customer concerning the 2-year contractThey can provide those documents to her directly*** stated they reached out to her on 10/and 10/to discuss her complaint but had not received a call back concerning the message they leftCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

I had my child delivered today and I will need more than days to respondWhy do you give the business a month to respond but only days for me? Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

01/13/ CenturyLink has reviewed our previous responses to Ms***’s issueAfter careful consideration, we find our original investigation and response to be valid. I advise Ms*** to review page of her bill statements that reflects the promotional discount (without the autopay discount). I found no billing errors as Ms*** is billed correctly for up to 8m internet $- $month term promotional discount = $+ $leased router fee = $(before late fees, restoral fees, taxes, fees and surcharges) CenturyLink has closed this complaint with no billing errors and no credit being warranted. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because: Century Link never contacted me today as they statedThis is another example of not receiving calls when they say they are going to call
Sincerely,
*** ***

CenturyLink appreciates Mr*** giving us the opportunity to review the handling of his father’s accountAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our trainingUpon review, I verified Mr*** *** is not
an authorized party on Mr*** ***’s accountMr*** *** will need to provide proof of power of attorney for any further discussion regarding the account in concern I apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Unfortunately the charge related to the unreturned equipment was due to taking more than days, the allotted time frame for equipment returnsIf the customer can
provide the tracking info from the label sent this can be adjustedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** *** *** *** *** *** CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

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 From the notations on the account, there was an error on the order to move her service to the new location, which caused a change in the due date. I apologize that Mr*** was not notified. The notations indicate Ms*** decided to go with a new provider and the account was disconnected. CenturyLink regrets any inconvenience Ms*** has experienced and we are sorry we have lost her as a customer *** CenturyLink Customer Advocacy

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***’s account was established on October 27, with our Mbps Internet speed. Ms*** decided to purchase her modem, as reflected on the November 1, bill. The account was disconnected on February 20, 2018. Per CenturyLink policy, purchased equipment can be returned to CenturyLink within 30-days following the original order due date. Equipment returned outside that window is not eligible for a return credit. Since Ms*** returned her modem approximately four months after installation, she is not eligible for a return credit. CenturyLink respectfully denies her request for a refund Margaret CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this rejection filed and found the following: The first month’s bill has prorated charges at the regular rate and a month in advance at the discounted rate; this is to ensure that the customer gets the
discounted rate for the full term on each month that the term is in effect One time installation charges, taxes fees and surcharges are not part of the quote and the first bill is correct The order to change the service back dated the effective bill date to negate almost the entire prorated portion of the bill That was done even though there are long distance charges all the way up to September 19th, indicating that the customer was still using the voice line up to that point Centurylink, due to the misunderstanding or difficulty in understanding the first month’s bill either due to the complexity or the lack of disclosure has agreed to issue and adjustment of the early termination fee in the amount of $200.00; no further adjustments are warranted 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

07/11/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’ CenturyLink account, I found the following accounts with the following balances due: *** ***: CenturyLink sent
modems to Ms***The 1st was delivered on 09/05/return labels for the leased modem were sent to Ms***; 1st on 05/09/and the 2nd on 06/30/with no return of the leased equipment to CenturyLinkCenturyLink had sent a replacement for the original modem that was delivered on 05/10/Ms*** did return the 2nd modem on 07/28/however did not return the originalFinal statement includes $for prorated long distance fees billed a month behinddays after the account was disconnected, CenturyLink had not received the leased modem returned which generated a non-returned equipment fee for $plus taxes $for a total final bill of $109.10. *** ***: CenturyLink and *** ** are separate companies that bill together to offer our customers bill and in certain cases discounts may applyThis account was established in correlation with the above account (*** ***) however the *** ** bill was sent to CenturyLink with missing CenturyLink account information which resulted in a standalone *** ** accountAs CenturyLink has paid for Ms***’ *** ** service per her request, CenturyLink finds the charges for *** ** in the amount of $to be valid and due to CenturyLink---------------------------------------------------------------------...⇄ ACCOUNT NUMBER ***08/CENTURYLINK BUNDLE SAVINGS 5.00C09/21/- 10/20/MONTHS FREE *** *** *** * *** 45.00C 09/21/- 10/20/MONTH DISCOUNT ADVANCED RECEIVER 10.00C09/21/- 10/20/CHOICE XTRA YOU SAVE $FOR MOS 5.00C08/28/- 09/20/CHOICE XTRA PARTIAL MONTH CHARGE 08/28/- 09/20/PARTIAL MONTH CHARGE *** *** *** * *** 08/28/- 09/20/ALLOW PERSONAL VIEWING PARTIAL MONTH CHARGE 08/28/- 09/20/ADVANCED RECEIVER PARTIAL MONTH CHARGE 08/28 ADDITIONAL TV 08/28 ADDITIONAL TV 08/28 PRIMARY TV 08/28 PRIMARY TV FREE 4.80C SALES TAX *** AMOUNT DUE 52.69---------------------------------------------------------------------------...⇄ *** ***: Final bill statement in included Qwest Wireless service (billed a month behind) $This debt has been sold however it is still a valid balance due. I have reviewed all information in regards to the accounts listed above and found all charges are valid with no credit adjustment being warrantedThe balances due for each of the accounts have been sustainedFor any additional information, Ms*** is advised to contact CenturyLink at ***CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of account, *** *** ***, for *** ***. Ms*** *** is an authorized party. 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 wellOur records indicate the account was established on August 6, and suspended for non-payment on September 23, 2015. There were several repair tickets opened on the account. In an effort to satisfy, a credit for $was issued on February 17, 2016. The account currently reflects a zero balance dueCenturyLink regrets any inconvenience Ms*** has experienced*** CenturyLink Customer Advocacy