CenturyLink

Complaint: ***
I am rejecting this response because: this is the ridiculous lack of competence I have experienced since day with CenturyLink customer service I shouldn't have to provide a business with their own informationMy service address was ** * *** ** *** ** *** My service was disconnected on #***
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: After reviewing the statistics on this line it appears that the customer is actually getting almost 117% of the provisioned/paid for download speed and 99% of the provisioned/paid for upload, at
least to the network interface on the side of the residenceThis is well within the threshold of the speed offered or within the 80-percentilesIn lieu of this, there isn’t any foundation for discounts or adjustments to the accountThat said, Centurylink can escalate this to the tier two tech support group who will contact the customer and see if there isn’t something on the CenturyLink or customers side of the wiring that can be addressed so that the specifications seen are what the customer is getting while hard wired to the modemThis is important to note, the wireless signal in any instance from any provider will almost never be as significant as the wired connection; multiple devices on one connection will also create bandwidth issues on some or all devices at one time or anotherIf this additional step is desired, please have the customer contact *** so that Centurylink may assist accordinglyCenturyLink 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 checked the customer's internet speed it show they
are training at 100% of provisioned rate our Internet Escalations Team was able to resolve the internet problemsBased on us being able to resolve the problems we consider the service agreement valid and this complaint resolved for this issue.Sincerely,Mr.***

Revdex.com:
I have reviewed the email response made by the business in reference to complaint ID ***, and wish that the business would please send the final bill to meThis would be satisfactory with me.
Sincerely,
** ***

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 An Escalations Representative is currently reviewing the available calls regarding Ms***’s concerns. The Representative attempted to contact Ms*** on September 23, to discuss available options and a possible resolution. A voice message was left and a return call was requested Ms*** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

Thank you for the account information that you have provided usWe have escalated your information over to our technical support specialistsThey will contact you via the contact information that you have provided previously within to hoursCenturylink apologizes for the frustration encountered and looks forward to correcting the issues you are encounteringSincerely, *** ***

Complaint: ***
I am rejecting this response because:As noted earlier, I called on 7/6/and was assured that my current discounts would be reinstated, at a pricepoint of $175/monthI understand that the Broadband cost recovery fee has increased per line, which should account for the modest difference between $(prior bill with all discounts applied - see attached) and ~$175.I have also included a recent invoice to demonstrate the stark difference in monthly cost.Calling does not seem to be a trustworthy avenue for requesting discounts, as I have had numerous issues in the past with unkept promisesNor is there any way to document such requests in an impartial mannerIt seems that I need to bring this up in writing.I am asking that the previous discounts be reinstated, as well as credit for previous months as requested, with Revdex.com oversight as a neutral 3rd party
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
One day of device for $14.95? For a service you promised and never gave? I was promised a GB and I received GB and this is the same reason I cancelled within hours
Sincerely,
*** ***

02/06/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our ***dings: Upon research of Mr***’s CenturyLink account, I found that the account was established on 08/04/Mr*** had requested to disconnect the account to
the CenturyLink repair department on 08/28/The repair department referred him to the customer service departmentMr*** contacted CenturyLink customer service on 09/09/to disconnect the account I had the account utilization reviewed and found no usageI also found no record that Mr*** returned the modem/router back to CenturyLink. I have issued a total credit adjustment totaling $This adjustment is for all charges except for the non-returned purchase modem/router ($balance due - $non-returned purchase modem fee = $total credit for service, early termination fee, shipping, taxes, fees and surcharges)As Mr*** has not returned the modem/router, he is responsible for the purchase cost of $($purchase rate + taxes $8.80). 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 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 the modem adjustment request was
delayed due to confusion regarding CenturyLink’s return authorization process in conjunction with *** tracking issuesMr*** spoke with a manger on May 23, 2016, all adjustments were processed to resolve all concerns in this complaintI left Mr*** a voice message with my direct contact information for any further questions or concerns regarding this complaintI apologize for any inconvenience CenturyLink has cause Mr*** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/10/13) */
CenturyLink appreciates Mr*** writing regarding his recent experience with our companyI regret to inform Mr*** that he did not include sufficient information for CenturyLink to conduct an investigationIn order to
investigate the complaint, the CenturyLink account number will need to be providedI attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessfulOnce this information is received, CenturyLink will be happy to investigate further
***
Customer Advocacy Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My CenturyLink account number is XXX-XXX-XXXX
Final Business Response /* (4000, 13, 2015/11/05) */
CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXXI would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representativesHis 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 Mr*** returned his equipment on August 31, An order to disconnect the account completed on September 29, While Mr*** would owe for service that was provided from August to August 31, (from the August 13, bill), CenturyLink has agreed to adjust the balance due on his account, in an effort to satisfyA credit for $was applied to the account on November 4, The account currently reflects a zero balance due
CenturyLink regrets any inconvenience Mr*** has experienced
***
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 15, 2015/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have received a copy of the Revdex.com complaint filed by Mr*** ***. Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issueI would like to apologize for the less than exemplary service that Mr*** recently
received from CenturyLink representativesHis 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 wellCenturyLink appreciates the opportunity to review Mr***’s concernsAfter reviewing Mr***’s account it was discovered that: Early termination fees of $for Prism and $High Speed Internet (installed date 1/11/2016) were assessed to Mr***’s account because the service was disconnected before the month periodI located a note 2/05/stating that Mr*** was unhappy with the billing and he had inquired about disconnecting the servicesHad Mr*** disconnected at that time, it would have fallen within CenturyLink’s day satisfaction guarantee and the fees would have been automatically waivedThe account was not disconnected at that time, but rather over two months later on 4/18/Mr***’s bill was reviewed in March and he was told that the first bill normally is higher due to prorationFebruary 28th bill total was $and March 28th was also $Mr*** stated his bill was to have been $per monthCenturyLink finds that the charges are correct and valid and therefore the request to waive the early termination fees is deniedCenturyLink regrets any frustration that this issue may have causedSincerely, *** CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer’s account has been in a term commitment promotion of one form or another since August of In addition to this information being clearly stated on the
bill since that time the customer admits that he hasn’t paid attention to this informationThe term commitment has applied in all of the previous promotions as well and the customer should have been aware of thisAdditionally, in event this disclosure is missed in the process of calling in to see if another promotional rate was available, Centurylink mails out all the order recaps and order confirmations as well the terms and conditions included in suchThe customer was charged a valid early termination fee of $59.90, not the $stated in the complaint; if this was the information provided at the time of the call it was incorrectThe customer gets a vastly reduced price over the life of the applicable term which the early termination fee and the term commitment that comes with it applyCenturyLink does makes every effort to inform the customer of the terms and conditions even if on this occasion of the several ways on which he customer was notified was not a verbal disclosureThis is not the policy of Centurylink and CenturyLink apologizes that this may have been missedConsidering that throughout the previous term promotions already exhausted as well as secondary notification and monthly notifications on the bill are,were provided the $early termination fee will be sustainedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

CenturyLink has reviewed our previous responses to Mr***. Mr*** did not provide any new information regarding his complaint. After careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint *** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: CenturyLink has failed to accept responsibility for their failure to respond to my initial call for serviceFive days to make said corrections is POOR customer serviceI was told they would need to enter my house however, they did not enter my home to make repairsTheir so-called credit for down time does not even come close to the inconvenience I experienced due to their slow response to make repairsIt is and we all have become accustomed to internet accessWhen we do t have it, it is painfulI was way too inconvenienced to just let this poor service go away.
Sincerely,
*** ***

I have reviewed the Revdex.com from *** regarding problems with their internet serviceI have reviewed the customers account and show the fastest internet speed available at the customer's address is mbps. They are currently getting 100% train rate for their download speed
granted is not very fast at allI do show the customer has the lowest monthly rate $for this service with no contract they are on a month to month basisWe apologize we don't have faster service at this location and nothing currently on the schedule to upgrade the areaI wish we had better news for the customer knowing slow internet is very frustrating upgrades aren't always quit to follow in smaller more rural communitiesSincerely,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, This issue has already been escalated to
the Federal Communications CommissionMr*** has already received a response for all concerns through the FCC process** CenturyLink 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 I hope this is the end of it as this is the seconds time I have had trouble with this exact issue with CenturyLink
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
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
Thank you for your help!
Sincerely,
*** ***