CenturyLink

Complaint: ***
I am rejecting this response because:My complaint has not at all been resolved. I did contact CenturyLink on 2/15/because they sent me a bill for service that I do not have. I told them that not only was my service never activated, but I do not even have their equipment in my home. The bill showed a $credit which they told me I cannot have until after days since I cancelled my service. I explained that I did not cancel my service and that it was never even activated. My complaint was not resolved
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing dispute. Unfortunately, Mr. *** did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have the
necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustrationSincerely, *** ***

I have reviewed the complaint from *** regarding a disconnect fee credit requestI checked the closed account and show this matter was resolved on 3/8/we credited the fee and remaining balanceCenturyLink would like to apologize for the time spent and any frustration caused by this billing
disputeSincerely,Mr.***

Complaint: ***
I am rejecting this response because: your company is promising one thing to get customers and once they agree to use your service, all promises are not issued aND the company changes the price and adds requirements that were never agreed upon.
Sincerely,
*** ***

I have reviewed the complaint from *** wanting to cancel our service without a early termination feeI would be happy to look into this issue if the customer can provide me with their account number I was unable to find it.Sincerely,Mr.***

05/03/2016Upon access into Mr***’s CenturyLink account, I found the payment had posted bring the account to a zero balanceI was able to view the check information and found there was no CenturyLink account number provided on the checkThis means the check/payment had to be physically reviewed by the payment processing department which has a timeframe of up to to days to process a payment that does not have a CenturyLink account number for automatic processing.I apologize for the delay of the payment posting and would recommend that Mr*** supply the account number on his checks when making payments to companies to avoid such delaysAs the payment has posted to Mr***’s CenturyLink account, CenturyLink has closed this complaint.Sincerely,*** ** ***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,
Michelle ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms*** account it has been found that this issue has been previously resolve our records indicate that a credit for $was placed on the
account for the late fees and the modem charge that was on the accountCenturyLink apologizes for the frustration encountered for further questions or concerns please contact our team directly at 1-800-244-CenturyLink has closed this complaintSincerely, Mr***

We will send a check to the address on fileWe currently have an address on file that is on *** *** **If there is a different address please call our customer care at *** and update your billing address on the closed account that way the check gets sent to youSincerely, 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 trainingA request to get the attachment from
the Revdex.com not answeredConsidering this, I am unable to address the customers concerns as there isn’t any info to review without the attachmentIf the customer would reply to the Revdex.com with the attachments so they may forward it to me I would be happy to review any issues or concernsCenturyLink 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 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 verified Mr***’s account is not qualified
for the additional $promotion is due to fulfillment of the same promotion within the last monthsI would like to further review all options for Mr***I left Mr*** a voice message with my contact informationCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group

09/12/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Mrs***’s CenturyLink Revdex.com complaint, I contacted CenturyLink’s repair escalation team member ***, who opened a
repair ticketThis ticket was due dated and completed on 08/25/*** contacted Mrs*** who stated she was able to fax and the line was much better. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs***’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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: There aren’t any incorrectly billed Centurylink charges for CenturyLink services and all *** charges would need to be adjusted or corrected by ***, not CenturyLinkThe customer is aware
of the process as there are several notations indicating they have been made aware of this and the dispute process from as far back as July of and most recently in March of As a reminder, all charges on the CenturyLink bill are paid in advance as invoiced from *** or other third parties and Centurylink is only a third party billing agent for those chargesCenturyLink does not have any input or control for any of the equipment selected, features, one time charges such as pay per view or programming selected by the customer; this is entirely between any third party provider such as ***, *** or any other strategic partner and the customer as CenturyLink only bills according to invoices submitted by these third party service providersAny charges already billed by CenturyLink and paid to these providers prior to the cancelation of services will not be adjusted through CenturyLinkThe complainants can still take up the issue of what the customer has indicated they feel are incorrect charges with the respective provider who initiated the charges and invoiced Centurylink in accordance with the bundle initially requested by the customerNay adjustments to the services from these third party providers would then be refunded by said provider, not CenturylinkCenturyLink 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 received a copy of the Revdex.com complaint filed by *** *** ***, regarding a billing disputeAfter investigation of *** ***'s account it has been found that the paid the rate for services that we currently are offeringWe do not have any exclusive discounts that
he is claiming we didn't provide him withAfter reviewing the customers account he was billed $a month before taxes and fees*** *** never enrolled in auto payment and paperless billing which resulted in his rate being $instead of $a monthWe have reviewed the customers billing and are unable to validate *** *** claims*** *** has the same offer that we offer all customersThere were additional discounts available had he enrolled in the auto payment and paperless billing programWhich would have lowered his bill to $a month before taxes and fees This would have helped avoid additional fees such as late fees that were assessed on *** *** billing statements*** *** agreed to a month agreement and canceled services before the contract end date of 09/14/This caused a $early termination fee to be added to the final billingCenturylink has reviewed *** ***'s billing and have sustained the monthly billed amount, as well as the early termination fees that have been applied due to canceling before the agreement had endedCenturylink has closed this complaintSincerely, *** ***

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 credited the balance that was left on Mr
*** Prism TV account (***)The balance is now $I have had the debt pulled from collectionsCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***Amber CenturyLink Customer Advocacy Group Tell us why here

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Unfortunately, the technician’s notes do indicate that once the line was found the jack did require a rewire A jack install or rewire charge for the first jack inside any house is
$While less time an materials are needed to rewire a jack than to install one, the fee is the sameSince the existing wire was in need of rewiring the charge is valid CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint Sincerely, *** *** Executive Office Regulatory Escalations Analyst 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 filed and found the following: Centurylink has done as requested and canceled the account effective from the installation date, August 1st, effectively negating most of the charges
This will either refund to the account in the manor it was paid or a refund check will be sent CenturyLink provides that this should be sufficient to close the case resolved 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: 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 trainingCenturyLink understands the customer
may not have been informed correctly about the prism TV serviceIn lieu of this, the account has been noted that the customer can cancel the PRISM TV services at any time without penaltyThe account has been noted accordinglyCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***

As previously stated, customers are billed on a standard day billing cycleThe bill date is determined by the telephone numberAlthough I cannot make changes to the bill date, I have established a preferred payment date of the Please note if you are unable to make payment that day you should contact CenturyLink Customer Service at ***.4th of every month. The system has been noted that your preferred payment date is the 4th of the month, despite the due date reflected on the bill statementPlease note the notification on the bill regarding late payment: Late Charge Reminder:A balance over $left unpaid days after bill date is subject to a 1.0% late payment charge, except Internet and Digital Home Phone charges.Any amount of Internet and related Internet charges left unpaid days after bill date is subject to a $late payment chargeIf you are unable to make payment on the 4th of the month, you should contact CenturyLink Customer Service at ***.CenturyLink apologizes for any confusion regarding the billingWe appreciate your businessSincerely, Ms*** CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr***’s account, *** *** ***. Our records indicate the account was established on November 30, 2015. An email was received on December 7, 2015, when Mr*** claimed he had cancelled the order prior to installation.
An order was issued with an effective bill date of November 30, 2015. The November 30, Closing bill reflected a balance due of $28.05, which was adjusted on December 29, 2015. A January 4, Revised Closing was issued reflecting a $balance due. This amount was adjusted on January 19, 2016. The account is closed and currently reflects a zero balance dueCenturyLink regret any inconvenience Mr*** has experienced. *** CenturyLink Customer Advocacy