CenturyLink

(The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this response because at this point I have been lied to by different representatives of this companyThe first was when I contacted them and explained to the representative what I was seeking in terms of my serviceI was quoted a price for that service which included high speed internetThe price I was quoted was between and per monthThe first bill I received was over I contacted this company and was going to cancel the serviceI spoke to a representative who made correctionsHe explained that the original representative neglected to add some codes to make the billing correctHe assured me that he had made the corrections to the account and assured me that before the account cycled additional credits would post to bring the balance in line to what I was quotedI checked and did not see those credits and due to the cycle date approaching, I made the payment believing that even if credits posted it would offset the next billHence, lie number twoThe next bill I received was Even if I took the offer this company just offered with taxes and fees I would more likely than not still be payment this amountthis is their offer " I can offer to bring the monthly bill as it current stands to just under $or approximately $198-for a period of months" which in my opinion is totally disrepectfulI'd like to know how long I have but do not want to talk to these people because clearly just based on what was offered by their representative they have no respect for me as a thinking person or a consumer who wanted to have an honorable relationship with themI've not at any time neglected by responsibility to them but they have to meOh and by the way they dropped my internet package without any prior notificationThis is despicable behavior to say the leastI am almost ashamed to know I own some of their stockTalk about disreputable business practices, I know there HAS to be a mountain of these complaints against this company

CenturyLink appreciates Ms [redacted] giving us the opportunity to review her account, [redacted] Our records indicate the account was established June 16, The call review indicates Ms [redacted] spoke with a representative on June 9, and agreed to have Internet service installed The order included a technician installation and a modem lease, which was included in the order recap done by the representative An order was issued on June 16, to remove the modem lease This order completed on June 17, 2016, with an effective bill date of June 16, An Escalation Representative has been in contact with Ms [redacted] regarding her concerns The initial attempt occurred on August 29, The representative confirmed all products and services should have been disconnected on August 11, An order was issued to disconnect the remaining service, with an effective bill date of August 11, Several adjustments have been applied to the account, in an effort to satisfy An adjustment for the LPC of $on the August 12, bill has been issuedAn adjustment for the modem lease fees billed on the July 12, bill in the amount of $plus taxes has been issued The tech install fee of $on the July 12, has been adjusted The customer was quoted $for the HSI activation fee The July 12, bill showed two fees were billed An adjustment for one of the fees has been issued The amount, including taxes, is $ The customer was billed for prorated days on the July 12, bill An adjustment of $has been issued due to the discounts not applying on the prorated days The customer was billed for internet service past the time when she requested the service be disconnected An adjustment has been issued for the charges from July to August 11, The internet portion of the credit is $with $for the internet cost recovery fee Ms [redacted] does not qualify for the Day Guarantee on Internet service, as the service was installed on June 16, and disconnected on July 27, The first request for disconnection occurred on July 25, As of September 1, 2016, the Escalation Representative is waiting for a return call from Ms [redacted] to discuss the findings CenturyLink regret any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

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

Complaint: [redacted] I am rejecting this response because:That is a century links dishonest excuseCentury Link’s own billing department supervisor “***” was admitting that if the previous account holder’s transfer to new address takes longer time than expectedNew customer has right to ask cancellation of the previous account [redacted] typed when spoken on phoneCentury link’s other managers promised by heart that our service will be opened on Even we have been informed that the previous account holder transferred their account to their news address on why century link activated our account on 3.11.16? Century Link thinks that, time and effort in this country are free but, it is NOTEvery hour we lost with their non-sense business attitude, we have lost money of total $from our work forceThat’s why we are claiming $as compensationWe also filled a $claim form for their rebateThey sent us an approval by email but despite approximately a month after we didn’t receive anything yetMoreover they overcharged on their bill and they paid back on the next bill despite we have claimed to their customer service manager [redacted] Century Link has 1000’s of star reviews on [redacted] web siteDo they claim if everything they did to us was right in their regular business order? Sincerely, [redacted]

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her account, [redacted] I would like to apologize for the less than exemplary service that [redacted] feels she recently received from CenturyLink representatives Her comments are appreciated and, to improve customer service, will be investigated Our records indicate [redacted] was billed $for unreturned equipment on May 4, The equipment was returned and a credit for $was applied to the account on July 31, CenturyLink regrets any inconvenience [redacted] has experienced [redacted]

I have reviewed customer's reply and checked their closed account it has been canceled as of 4/12/with a zero balanceThe final balance was adjusted on 5/9/2017.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response PARTIALLY because:Thank you for providing the adjustments to retroactively bring the monthly total to $ When I first signed up, the bill was to reflect $90.20/month for the duration of months A customer service rep/manager months latter realized the complete mess and frustration and attempted to adjust the bill even further down to $84.94/month for the remainder of the contract Seeing CenturyLink can’t bill out at the $84.94, are you able to honor the initial bill agreement of $90.20/month for months? The total amount is hardly a steal of a deal, or a decimal point placed in the wrong location We’ve had services through you in the past and paid something similar for the first months I believe.I signed up around Thanksgiving and was seemingly taking advantage of holiday promotions It seems I’m being told there are not sales or promotions and should be paying the full retail pricing to continue services with CenturyLink.I’d like to know if Centurylink will honor the initial pricing agreed to at signup of $90.20/month? If we can’t make this work, I will have no choice but to take CenturyLink up on canceling services with the waived Early Termination Fees as stated in their response I will obviously never conduct business with CenturyLink in the future knowing their stance on honoring contractsSeeing that the cancellation offer is valid till July 13th, what date does this turn off the services? Services are paid a month in advance if I recall, to July 21st? Sincerely, [redacted]

CenturyLink appreciates [redacted] writing regarding service at [redacted] *** I regret to inform Ms [redacted] that CenturyLink is unable to provide any information regarding the account at this address, as [redacted] is not an authorized party on the account The account holder would need to call CenturyLink and add Ms [redacted] as an authorized party before any information can be provided I regret any inconvenience this may cause [redacted] CenturyLink Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me, but I feel there is nothing else I can do but return the equipment and NEVER do business with this company again Sincerely, [redacted]

Our records indicate Ms [redacted] also submitted a complaint with our Executive Office regarding her concerns From the information I received, a Network Supervisor contacted Ms [redacted] regarding the issue A credit for $was issued, in an effort to satisfy Margaret Customer Advocacy Group

05/18/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mr [redacted] ’s CenturyLink account, I found the internet and Prism service was installed on 09/05/with a contractual promotional discount that required CenturyLink’s autopayOn 10/20/2015, Mr [redacted] called about his bill statementHe was advised that the promotional pricing quoted is before taxes, fees and surcharges; also the promotional package requires autopay for the full discount, prorated charges as CenturyLink bills a month in advanceMr [redacted] stated he wanted to disconnect the serviceThe agent advised the order must be placed by the retention team and would need to be transferredMr [redacted] hung upChanges cannot be made to an account without the customer on the phone to confirm On 12/28/2015, Mr [redacted] ’s CenturyLink account was suspended for nonpaymentAt this time bill statements had been sent with no payment and only the one phone call about the bill and in the mean time Mr [redacted] utilized the serviceOn 01/07/2016, Mr [redacted] called CenturyLink again stating the bill statement is too highHe was transferred to the retention department, however as the account was in a suspended status therefore a disconnect order was not placed (accounts that are suspended are view only)On 02/01/2016, the account was disconnected for nonpayment with an effective date to the date of the suspension for nonpayment (12/28/2015)Mr [redacted] was charged the early termination fees and prepaid return boxes were sent for the leased equipmentIt is customer responsibility to either take the boxes to the [redacted] location or pay [redacted] to pick up the boxesCenturyLink only pays for the shipping costCurrently, Mr [redacted] ’s balance due is $which includes internet service, Prism TV service, leased equipment fees, taxes, fees and surcharges from 09/05/to 12/28/2015, early termination fee for the internet/Prism and non- returned leased equipment fees CenturyLink provides boxes and prepaid shipping labels for the return of the leased equipmentIt is customer responsibility to deliver the boxes containing the leased equipment to [redacted] and follow the tracking number to ensure delivery to CenturyLink to avoid non returned equipment feesAs CenturyLink has found no billing errors and the leased equipment has not been returned, CenturyLink finds the charges to be sustained as valid with no credit warrantedCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: I really do not know where to go from here! We were told our bill would be $per monthIt was for internet ONLY and there is no place that costs over $per month, plus all the extra charges [redacted] keeps talking about.We were not told there would be an initial fee, since the modem was sent to us and we hooked it up ourselves(by the way, [redacted] has said twice he would send a call tag for the modem and it has never shown up hereWe are still waiting for it to return his modem.)We received months service before they cut our service off while we were out of town.We will pay $x months and no moreWe did this by phone, never received any confirmation of our charges and never received any bills in the mailWe tried and tried to resolve this by phone and email with no results.We now have internet for $per month Sincerely, [redacted] & Margaret Woodard

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: As noted by the complainant the order was pushed to Centurylink from a strategic partner, [redacted] The only way this can happen in error is if the order is placed by the strategic partner open behalf of the customerSince the customer might never have been made aware of this and denies all knowledge of authorizing the [redacted] agent to order this service, Centurylink has issued and adjustment to zero out the account balanceThe process for getting this off ones’ credit report is as follows: Customer must mail a written statement (No Fax, Email, Phone calls) to: [redacted] Requirements of the letter are as follows: Full Name of Customer Date the inquiry was ran per their credit report (we need the exact date) Statement requesting the removal of the inquiry SSN (not required but helps quicken the process) Current address Signature and Date (this grants us permission to access the credit report) CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] ***

CenturyLink appreciates the opportunity to review Mr [redacted] account, [redacted] Our records indicate Mr [redacted] opened a repair ticket on January 15, He was given a commitment date of January 19, Our records indicate he contacted CenturyLink several times on January 16, regarding the commitment date It was explained that due to a high volume of repair tickets, the earliest availability for a dispatch was January 19th Mr [redacted] cancelled the ticket on January 18, No other repair tickets have been opened Mr [redacted] account received two out-of-service adjustments A credit for $was issued on January 15th and a credit for $was issued on January 18th Both credits are reflected on his February 6, bill If Mr [redacted] is still having problems with his service, he is encouraged to contact CenturyLink repair to report the issue CenturyLink regrets the dispatch delay and any inconvenience Mr [redacted] has experienced Margaret CenturyLink Customer Advocacy

CenturyLink appreciates Mr [redacted] 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 CenturyLink President’s officeMr [redacted] has already received a response for all concerns through the CenturyLink President’s officeJJ CenturyLink Customer Advocacy Group

01/13/ CenturyLink has reviewed our previous responses to Ms [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be valid I advise Ms [redacted] to review page of her bill statements that reflects the promotional discount (without the autopay discount)I found no billing errors as Ms [redacted] 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 warrantedSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response / [redacted] (1000, 4, 2015/08/28) */ 8/28/Centurylink has reviewed the customers account regarding their request to cancel their internet service without penaltyThe customer has stated the service is unreliableThe customers internet service is not under a term commitment The customer can disconnect the internet service without being billed an early termination chargeThe customers [redacted] charges are included with the Centurylink billThe customer can request the [redacted] billing be opted out of the Centurylink billing and the customer would receive their billing directly for themCenturylink apologizes for the poor customer service received ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

04/15/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings:Upon research of Ms***’s CenturyLink account, there was no access into the account from 02/04/to 03/08/when an offline customer service agent accessed the account and posted an email Ms [redacted] sent to CenturyLink in regards to wanting to change her service and being on hold for long periods of time (an account is auto tagged with any customer service agent accessing an account)Ms [redacted] was advised to call CenturyLink for immediate assistance with changesUnfortunately, any change to an account needs to be made verbally and cannot be made via online, email or click to chat.When Ms [redacted] called on 03/18/2016, an order was placed to remove the Prism service with the earliest due date available, 03/21/As CenturyLink had advised Ms [redacted] to call CenturyLink to make changes to her account and when Ms [redacted] did call, the order was placed, CenturyLink finds no credit warrantedCenturyLink has closed this complaint.Sincerely, [redacted] ***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 [redacted] , and find that this resolution is fairly satisfactory to me Just FYI: we tried upping our speed but found that the lines coming into the house cannot support that speed and it made our internet service even more spotty than it already was I am so unhappy with CenturyLink's service as it is and I feel very stuck in the fact that we cannot change internet service providers because we never had any cable company put lines in when we had the house built years ago and to do so now would cost a lot of money and ruin our backyard It's very frustrating to not have reliable internet and never have anyone at CenturyLink really look into why our internet drops so often every single day We've had numerous repair people over and they never find anything wrong on our end yet when I call to tell them our internet is out yet again I am told it's a problem on my end This company has the worst customer service ever and I wish the Revdex.com would do something about it and hold them accountable Just talk to anyone who has CenturyLink--I know of absolutely no one that is happy with it Sincerely, [redacted]

CenturyLink appreciates Ms [redacted] 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 reviewed all documented account notes with Ms [redacted] regarding all concerns in her complaintOn June 4, 2014, Ms [redacted] was advised her account didn’t qualify for the original promotional offered at the beginning of service with CenturyLinkAt that time, Ms [redacted] continued service with CenturyLinkInconsideration to Ms [redacted] dispute, I agreed to a onetime credit of $to resolve all concerns in this complaintMs [redacted] accepted the agreed credit with understanding CenturyLink billing moving forward [redacted] CenturyLink Customer Advocacy Group