CenturyLink

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Though the customer has received a small adjustment already, CenturyLink understands that the service being down can be an inconvenienceThat said, the only adjustment
provided for downtime is the actual downtime itselfCenturylink has adjusted, as a courtesy to the customer, $that would cover the days of interrupted serviceCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
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Complaint: ***
I am rejecting this response because: the charges are incorrect I was not told this was a contract for months, also I on Numorous occasion contact Century Link to complain that was was lied to and was never told it was a month contract not only that I then did not get billed $every month due to the paperless billing and auto pay this also was not advised I cannot agree with the way I was mislead and if the calls were pulled on these occasions it will tell our conversations Century Link is in return stating there is a termination of my account I have a copy of all the calls placed to Century Link and have since made a copy and will continue legal action I will pay/agree to pay the $for the total of March till December
Sincerely,
***; ***

04/29/2016CenturyLink has reviewed our previous responses to Mr***’s issue. After careful consideration, we find our original investigation and response to be valid. CenturyLink finds the early termination fee for disconnecting service before the end of the month term commitment sustained as validCenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

04/17/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Ms***’s Revdex.com complaint, I contacted the area plant supervisor for Ms***’s location to remove/bury the line. The
area plant supervisor has contacted Ms***I was advised that the temp line has been removed and the original drop feeding Ms***’s neighbor’s house has been fixed CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationShould any issues pertaining to the line arise, Ms*** has the area plant supervisor’s contact informationCenturyLink has closed this complaint Sincerely, *** ** ***
*** *** ***
*** *** *** *** *** ***

Initial Business Response /* (1000, 4, 2015/08/18) */
08/18/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***' CenturyLink account, an order had been placed on the account to add back on
the grandfathered internet package that Mr*** was on previously as seen on the Aug 10, statement:
Service Period: Aug - Sep
Internet Monthly Charges
Internet - High-Speed Internet
Internet Monthly Charges Total $
Total Internet Charges $
Manual credits had already been applied to the account as well in the amount of $which is the difference in the amount of the plans
I apologize for any inconvenience this may have causedAs the issue had already been resolved CenturyLink has closed this complaint
Sincerely,
*** M***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for fixing this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is poor, but the best outcome since my experience with this company.Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:That quote amount of ~$132/mo is accurate, what is not accurate is every bill I have ever received That quote includes phone for ~$21/mo, Internet for ~$35/mo, and *** ** for ~76/mo (35/mo = reciever fees/mo)I have all the bills in front of me (and digital copies available if needed) and am now going to "state the obvious", so here is each bill total charged me in order, numbered starting with (being my first bill received for Aug 2015): Total Aug bill $(some prorating involved and one time set up fees) A Phone: $(including tax of $6.58) B Internet: $(including tax of $1.63) C *** **: $(including tax) D Then $in Fed charge and carrier cost recovery fee The remainder in one time fees: Phone $35.00, Internet $and the remaining $I was also billed on this one, I can't find anywhere in the bill. Total Sept Bill: $162.79 A Phone: $(including $tax), $long distance charges B Internet: $(including $tax & recovery fee) C *** **: $(including tax) D Then $in Fed charge and carrier cost recovery fee, Can't find the remaining $anywhere on the bill Total Oct Bill (first of two in Oct): $ (originally quoted with a bill due date of the 17th - 19th of the each month, Century link changed it this month to correct and reflect that so some prorating) A Phone: $(including $tax), $long distance charges B Internet: $(including $tax & recovery fee) C *** **: $(including tax and *** purchase of $3.99) D Can't find the remaining $anywhere on the bill Total Second Oct Bill (Second of two in Oct): $ (originally quoted with a bill due date of the 17th - 19th of the each month, Century link changed it this month to correct and reflect that so some prorating) A Phone: $ (including $tax), $long distance charges B Internet: $ (including $tax & recovery fee) C *** **: Not charged D They added the $from the other Oct Bill they sent me Carry over Then there is still another $unaccounted for that I was billed (perhaps billed twice for voice?) Total Nov Bill: $208.24 A Phone: $(including $tax), $long distance charges B Internet: $(including $tax & recovery fee) C *** **: $(including tax) (canx the promo for *** package, added *** only and (two movies ordered for the wife and kids, removed various fees that didn't originally order with quote) D Then they don't seem to include the additional $in Fed charge and carrier cost recovery fee(which was included in all the previous bills) Total Dec Bill: $167.03 A Phone: $(including $tax), $long distance charges B Internet: $(including $tax & recovery fee) C *** **: $(including tax and two movies ordered for the wife and kids) D Then an additional $in Fed charge and carrier cost recovery fee. For my requested remediation from Century Link, I will assume the following taxes (used to calculate a non tax amount I have overpaid and not to include the Fed Charge and Carrier recovery fee for phones/internet) based on the Sept Bill (as it was closest to my original quote): Phone = 26%, Broadband/internet = 15%, *** ** = 08%That means that based on the ~$132/mo original quote for service ($/mo phone, $/ mo internet and $/ mo *** **), a reasonable expectation for the bill (after tax) should be $ Broken down that makes for $for Phone, $for Internet and $for *** **.If I remove the *** ** (Century Link can't adjust or do anything for their billing), that leaves me (based on my quote and the above stated taxes) quoted for Phone and internet with tax: $/ mo.So, when I go back to each bill and look at how much I have overpaid (to date), the total is $ On top of that, I am now tied into a mo contract with *** **, and the price is based on a package deal with Century Link If I cancel my Century Link services, my *** ** bill will go up above the quoted amount If I cancel *** ** because the price goes up, there will be a cancellation fee of $ What I want is the following: Century Link to refund me my $I have overpaid, and pay for my cancellation fees with *** ** (I would not have ordered that without the deal Century Link quoted) I do not want credits on my bill, as it has taken me months now to get a response from any Century Link customer service and then only through a Revdex.com complaint I know I will never see it. I want Century Link to write me a check for $611.65, that I have overpaid, thus far, and so I can get out of my *** ** (as I only have it because of them and now can't get out of it because of them).If any Century Link employee will call or talk to me, I will be happy to discuss this with them But I have been trying to call every single one of their listed numbers times a week, to sit on hold for & 1/hours before I give up and no success in 3-months now They don't have a working chat option I have even tried to contact the Board of Directors and Investor Relations to no avail When I have emailed a question via their "email us" it takes a week to get a response, and then they can't help with billing.I am done, I do not trust Century Link to help or care I want the money they have defrauded me of, so I can just "walk away" from them and not spend another months and outside agencies trying to fix the rest of the bills they screw up I am also happy to discuss this with any lawyers who may be interested I am not the only one, just look through Century Link reviews on the internet Someone has to put an end to these deceitful practices.With all sincerity,
*** ***

CenturyLink appreciates the opportunity to review Ms***’s account, ***. Our records indicate the account was disconnected on June 7, 2016. Customers have thirty days to return leased equipment once an account is disconnected or they will be charged the purchase price of
the equipment. The modem was not returned and Ms*** was correctly billed $on August 3, Ms*** spoke with a representative on September 28, 2016. The representative verified the equipment was received on September 16, 2016. While past the thirty day return period, a credit for $was applied to the account. Ms***’s account currently reflects a zero balance due *** CenturyLink Customer Advocacy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAll I wanted was an explination of the changes and the time frame and their customer service could not provide this infromation on occasions Their service is terrible and the one of the slowest in the country I am glad to be rid of them I have sent payment for the last invoice which is 90% over charged
Sincerely,
*** ***

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 made contact Ms*** to further review
her concerns in regards to Prism serviceInconsideration to Ms*** claims of removing service within our day guarantee, I agreed to waive the disputed Early Termination FeeMs*** will contact Customer Service at a later date if decides to discontinue service** CenturyLink Customer Advocacy Group

I have reviewed the complaint from *** regarding a poor experience trying to get her service canceledI am very sorry to hear about this frustrating experience tying to get assistance we definitely dropped the ballI would be happy to further investigate this if she can please provide me the
account number and the number she called from. I will see if I can locate these calls if they were recorded to review and provide the feedback to the consultants supervisorsWe appreciate *** taking the time to provide this valuable feedback we certainly use this for training to ensure other customer's don't have the same experienceThey can also include any unresolved questions if they have any regarding their closed account.Sincerely,***

I have received a copy of the Revdex.com complaint filed by Ms*** *** regarding a billing disputeAfter investigation of *** ***'s account it has been found that this issue has previously been resolvedThe account was back credited until May there was an additional
credited that was adjusted bringing the account to a zero balanceWe have notified collections to remove the amount due and remove any negative credit reportingCenturylink apologizes for the frustration and appreciates the opportunity to investigate *** ***s concernsSincerely, *** ***

I have reviewed the customer's reply I can't pull up the account with the number provided if they can provide me the main billing phone number and full address of the business I should be able to find it that way.Thanks,***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint* ***
I am rejecting this response because:
Sincerely,
*** ***

I have reviewed the Revdex.com complaint from *** regarding a billing dispute for Voicemail serviceWe apologize for the delay in getting the service transferred causing this frustrating experienceI reviewed the account in question and show the credit was issued on 7/1/ by
one of our Executive Office Complaints Managers the closed account has a zero balance.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, I couldn’t find any account notations
supporting Mr***’s claimsI request our back office to look more into Mr***’s concernsIf the chat transcript is no longer available, Mr*** will need to provide a copy of the transcript to support his claimsI will make contact with Mr*** once I receive all findings from our back office investigation team** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have reviewed the closed account and show the customer was given and adjustment for the price difference of $on their second bill and for the late fee charged on the accountAs a courtesy I have
adjusted the activation fee of $we have already waived the early termination fee the balance remaining is for the service the customer usedWe apologize we weren't able to provide Prism TV service at the customer's location and the frustration with the billing dispute resolution.Sincerely,Mr.***

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 requested our financial department send Ms*** a
replacement check to the correct address, per her requestShe will receive this check in 7-daysCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.AmberCenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: I had completed the initial contract and had not been offered a new contract nor did I agree to any additional terms thereafterIf proof can be shown of my written or verbal agreement to a new contract I will accept the charges
Sincerely,
*** ***