CenturyLink

I have reviewed the customer's replyI checked the closed account and show the last statement was on 6/3/a revised final bill the closed account has a zero balance we consider this complaint closed.Sincerely,Mr.***

Our records indicate Mr*** also submitted complaints with the Federal Communications Commission (two complaints #***, #***), *** *** ** *** *** *** *** *** (#***), and the CenturyLink Executive Office regarding his concerns. A response from
CenturyLink was sent to the FCC on March and April 26, 2016, *** *** ** *** *** *** *** *** on April 21, 2016, and addressed by a Manager in our Executive Office. Please refer Mr*** to the previous responses for more information. After careful consideration, we believe our investigations and responses to be valid *** 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
Sincerely,
*** ***-***

I have reviewed the Customer's reply wanting CenturyLink to pay for his *** ** chargesIf the customer can provide me with an order confirmation quote or a screen shot from our website showing his stated $package for the three services I would be happy to review itCenturyLink doesn't handle *** ** billing disputes since we are a separate company and don't have access to their systemsIf the customer has any questions on their CenturyLink services we are happy to help.Sincerely,Mr.***

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 trainingThis is a business account and the
price is not going to be what was quotedFor this reason and the other issues mentioned in this complaint, the customer can cancel without any early termination fee; the account is noted to this affect CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink apologizes if there was a failure to disclose or not adequately explain the initial bill, the pro-rated charges or one time charges that appear in the first bill
Subsequent to this complaint, the customer has contacted Centurylink and this has been thoroughly explained The correct monthly reoccurring charges have also been clarifiedIn instances where there is a misunderstanding, and omission of disclosures or a misquoted price the customer can be allowed to cancel services without the early termination penalty The account has been noted as such in the event the customer chooses to do so 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 a billing disputeI reviewed the closed account notes showing this matter has been resolved as of 11/14/the CenturyLink charges were credited back to October 9thAll credits have been issued the customer has a credit
balance of $on the account which will be refunded in the form of a check in the next daysIf they need to check on the refund status they can call our credit department ***We apologize for the billing error and frustration this has caused.Sincerely,***

Centurylink appreciates Ms*** *** giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that Ms*** recently received from Centurylink representativesHer 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 wellOur records indicate that on 01/26/a credit was issued for $on the customers account for the modem as a retention offer for the troubles encountered Centurylink regrets any inconvenience Ms. *** has experienced Sincerely, MrC***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his accounts, 887-and 465-868. I would like to apologize for the less than exemplary service that Mr*** 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. An order to disconnect account 887-was issued on December 11, with a September 13, effective bill date. The effective bill date is the date the move order completed at the new address. If Mr*** is billed an Early Termination Fee, an adjustment will be issued CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

02/08/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I found that CenturyLink created a return label on 11/11/for a leased modem/router and shipped Mr*** a replacement leased modem/router which he received on 11/16/2016. CenturyLink created a non-returned equipment fee of $which applied to the 01/04/bill statement, as CenturyLink did not have record that the modem/router was returned, resulting in a balance for the monthly service and the non-returned equipment fee totaling $Mr***’s bill statements are sent via paperless billing to the email address he provided when he registered for paperless billing I have provided a clip of the 01/04/bill statement below:__________________________________________________________________________...⇄ Billing Date Jan 04, Previous Balance Payment Received 12/26/Thank you! -Adjustment (non-returned leased equipment fee)New Charges --------------------------------------------------------------------------------...⇄ Amount Due $Your account is on AutoPayThank you for using the automatic payment systemYour payment will be charged to your credit card approximately days after your bill date. ----------------------------------------------------------------------Adjustment...⇄ Unreturned Broadband Equipment $106.34_________________________________________________________________________...⇄ Mr*** was registered to CenturyLink autopay via bank cardCenturyLink notifies on every bill that payments will be charged approximately days after the bill dateMr*** did not notify CenturyLink with the tracking number or dispute the balance due therefore the payment was processed on 01/24/and applied to the account on 12/26/(per the autopay process). Mr*** contacted CenturyLink on 01/25/disputing the balance stating he returned the modem/routerThe escalations agent Mr*** was speaking with explained the bill and per Mr***’s request, sent a return of payment submissionThe escalations agent also sent a request to the warehouse to locate the modem/router and issued a courtesy credit of half the non-returned equipment fee in the amount of $53.18. CenturyLink can return payments back to a credit card if submitted within hours however Mr***’s auto-payment method was through a bank card, not a credit card therefore only a refund check can be sent after the payment is processed completely Mr*** was advised on 01/30/that the refund was being processed by mail which can take up to to days to be receivedMr*** was advised a*** on 02/03/of the mailing timeframe and was issued the remaining balance of the non-returned equipment fee in the amount of $as the modem/router was marked as returned as of 02/03/ Mr*** requested to have his CenturyLink services disconnectedThe order was placed without penalty of early termination and a new return label was generated for the replacement modem/router. CenturyLink is not responsible for overdraft fees as CenturyLink did notify Mr*** of the balance to be auto-drafted on the 01/04/statementCenturyLink has located and adjusted the non-returned modem/router feeThe refund check number *** for the amount of $is to be delivered within the timeframe listed above CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Prior to this reply, the customer engaged a CenturyLink consultant and the amount in question, $was credited to the customers’ accountCenturyLink acknowledges
the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Our records indicate Ms*** also submitted a complaint with the Federal Communication Commission (FCC #***) regarding her concerns. The complaint is currently being investigated for resolution. Once the investigation has been completed, the team managing the complaint will
respond to Ms*** and the FCC with the outcome of their findings and resolution *** Customer Advocacy Group

3/1/16: Centurylink has reviewed the customers account regarding the directory assistance calls they were billed in October The customer is stating they did not place the callsThe customer was advised the charges would be adjustedThe adjustment was cancelled by the rep managerA
technician was sent out on 11/10/to check the customers line, at which time the technician did not find any problems with the customer lineThe account was issued credit for the call in the amount of $A request will be made to refund the credit on the customers accountThe customer will receive a refund check in the next four weeksCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

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,
*** ***

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
I spoke with a supervisor *** on Friday 9-and sheadjusted the billing that I satisfactory to meI understand the next bills will be less once I put auto pay on my account as well.Thank you for helping me get this resolved
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding late feesI would be happy to look into this situation if the customer could provide me with the CenturyLink account number in question I was unable to find it based on the information provided.Sincerely,Mr***

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 trainingThe issue currently is that there
isn’t internet to be offered through Centurylink at this address nowThis could be for a myriad of reasons, none of which involve the legality of providing service in any given market; either we do or we do notJust because the former customer could get internet service from Centurylink at a previous time does not mean that it will always be the case in any given marketAgain, it is currently unavailable at this addressUntil such time the company decides to extend the capacity or the coverage of the network in the area the former customer will have to look for alternative internet service providersCenturyLink Internet is not available in all places due to proprietary network marketing strategies the company employsCenturyLink apologizes that someone gave the customer completely incorrect information regarding the availability of internet through Centurylink; it simply is incorrectThat said, the request to provide monetary compensation for something that was stated but incorrect, without merit and having no adverse effect on the services previously provided, the requested compensation will not be grantedCenturyLink 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***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, *** *** ***. I would like to apologize for the less than exemplary service that Mr*** 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 three repair tickets have been opened since the upgrade order completed on January 27, 2018. Customer called on January 27th to report the technician did not complete the installation. On January 29th customer called to check on the status of the modem. On January 30th, the agent helped the customer change the network name and password for the wireless signal on the new modem. An Escalation Broadband representative confirmed Mr*** service is currently trained with no indication of any problems at this time An out-of-service adjustment for four days (January 27-30) has been applied to the account. A credit for $was issued on February 22, 2018. In addition, an adjustment for the technician installation and jack/wiring charge reflected on the February 13, bill has also been issued, in an effort to satisfy. A credit for $was applied. Both credits should be reflected on the March 13, bill Mr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr*** has experienced Margaret CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/08/12) */
CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her mother's account, XXX XXX-XXXX XXXMs*** is an authorized partyI would like to apologize for the less than exemplary service that Ms***
recently received from CenturyLink representativesHer 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 three repair tickets were recently opened
- Opened 6/30, closed 7/5: On 7/5, the technician cut service to new pair to clear
- Opened 7/6, closed 7/6: Line tested ok by screener
- Opened 7/6, closed 7/14: On 7/technician tried different pairs to clear none were goodOn 7/the Terminal/Crossbox was repaired
The account received two mechanized adjustments ($and $25) on July 6, due to the repair issuesIn addition, Ms*** spoke with a representative on July 16, and received an additional $In total, the account has received a $credit for the repair issuesAll credits are reflected on the July 19, bill
CenturyLink regrets any inconvenience Ms*** has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want thank you for the response and checking into the poor customer service I was given

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 trainingWhen the customer ported out the
service, the porting in company wrote the requested port as a change order not a cancelation orderTherefore, the remaining internet service was left on the account and resumed billing as a standalone internet accountIt is not assumed that when a customer ports a voice service on an account that the remaining services on the account are to be canceled too; this is due to the port in request being issued as a change order and not a cancellation order per FCC porting rulesAll the voice line/internet package charges up to October 21st carried forward as a balance due of (theses are valid charges) $Centurylink would have no way of knowing the customer did not want to continue the internet or any other services that may be billed with the original voice lineThis is an established wholesale practice that all companies followBecause it is done at a wholesale level (this is by rule and there to protect the customers services and the customers proprietary network information - CPNI) until the new standalone account billed, the front line Centurylink agents would not have visibility to the new service accountEverything regarding the original account as far as the customer information and payment set up would carry over to the new standalone accountWhen the billing cycle for the new account billed, it took the prorated credits and the balance forward from the previous months (September to the October 21st port out date) bill, the new standalone account prorated charges for the remainder of the current bill cycle and the new bill all onto the next full cycle of billingThis resulted in the November bill of $and the balance forward of $amounting to a total bill of $Since all the charges have been negated past the October port date, we only adjust that which billed for internet services from October 21st forwardThese appear on the November billing statement(s) forward as follows: November: $December: $January: $February: -$March: -$Total billed for charges past the port date are $122.50, less prorated adjustments from the cancelation order of -$for a total billed of $This is the amount that is owed the customerAn adjustment of $has been issued, the reference number is ***Please allow up to business weeks for any refund to be received CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***