CenturyLink

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to me
Sincerely,
Kathy ***

(The consumer indicated he/she DID NOT accept the response from the business.)
Attached is proof of tracking information to *** that the router/modem was indeed returned to CenturyLink as requestedI just need confirmation from CenturyLink that they are going to credit me back for the months I wasn't using the device since I made multiple attempts to get this returnedI understand that the label was sent to the wrong address but I've indicated on every instance that they (CenturyLink) had the right address on file which they were sending it to and each time the support rep confirmed the address (my current address)Please advise if I'll be getting the credit on my bill for previous months leasing fees

Initial Business Response /* (1000, 4, 2015/11/05) */
I have received and reviewed the Revdex.com complaint from *** regarding the delay in service due to shipping modem to wrong address and poor customer serviceI have reviewed the account notes and order history confirming the
customer's account of our errors in getting the customer a modem to the correct address in a timely mannerI have adjusted the entire first months bill the customer will see the credit on the next statementI have noted the account for us to adjust any modem charge for a non returned modem due to our shipping address error CenturyLink would like to apologize for the poor service, time and frustration the customer has experience trying to get their modem and service working
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 6, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have received a copy of the Revdex.com complaint filed by Ms*** ***. 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 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 wellCenturyLink appreciates the opportunity to review Ms***’s concernsCenturyLink regrets any confusion there may be because of the billingI apologize for any inconvenience and frustration this issue may have causedCenturyLink appreciates Ms.***’s businessSincerely, ***
CenturyLink Customer Advocacy

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 with Mr***, I agreed to credit Mr***
$of the $in disputeThe total amount of credits cover the offsetting cost difference for services billed over monthsMr*** will pay the remaining balance of $to CenturyLink within the next daysMr*** has agreed to the resolution presented todayI will suspend all collections for remaining amount due as described for the next days** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:
The links did not have the added informationI believe you have been serving two separate views and testing response and sign upI spent considerable time on each link and never saw any mention of additional purchase requirementsThis is why I filed the complaintLinks and fine print are deceptive but legalNo mention is illegal.
Sincerely,
*** ***

CenturyLink appreciates *** *** 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 verified *** ***’s CenturyLink
service began on 09/08/and was disconnected on 09/29/I apologize for the issues *** *** had with her billingI have issued an adjustment to bring the account to a $balanceCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** *** CenturyLink Customer Advocacy Group

05/09/ Upon review of *** ***’s account, I have found that this issue has already been resolvedIt was found that on 03/13/and 03/30/2017, *** ***’s Prism service was suspended for non-payment when in fact the account had a zero balance CenturyLink’s Prism service bills from a different billing systemRarely, the Prism portion of the payment lingers on the wrong billing system causing the Prism billing system to suspend service as it did not receive the paymentThis issue was corrected on 03/31/when the service was restored and credit for time out of service for both the 03/13/and 03/30/suspensions were issued. As *** *** has been advised through email communication, there were no orders for suspension of service on 04/29/CenturyLink found no reason for the service to be out as there were no area outage and there were no troubleshooting measures with *** *** to determine if there was an issue*** *** confirmed with CenturyLink that the service was active after hours and was issued a day of out of service credit As these issues have already been resolved and the appropriate out of service credit has already been issued, CenturyLink has closed this complaint. Sincerely, *** ** ***
*** *** ***
*** *** *** *** *** ***

Initial Business Response /* (1000, 4, 2015/11/06) */
11/6/In order for Centurylink to respond to the customers complaint regarding credit they were advised wuld receive, the customer needs to provide their account numberThat information was not provided in their complaintA further response
will be posted after the requested information is provided and a review of the account is completedThank you for your cooperation
***/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 6, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account number is XXX XXX XXXXWas switched to a new account number that I'm not familiar with yet
Final Business Response /* (4000, 8, 2015/11/23) */
11/23/The customers existing account number of XXXXXXXXXXXXX was issued credit of $on 11/19/The October bill on this account also reflected credits for service in the amount of $Additional credit of $was issued today for the late payment charges of $as well as a $to bring the credit to $The credits will be reflected on the customers December billing statement
***/Centurylink Manager
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 10, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Because it's exactly what I have been promised for months

05/09/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’ CenturyLink account, I found the bill cycle dates are from the 19th of a month to the 18th of the following month (i.e03/19/to
04/18/2016)CenturyLink bills a month in advanceThe last scheduled bill generated on 03/19/in the amount of $for internet service, leased modem router, taxes fees and surcharges for the timeframe of 03/19/to 04/18/2016.Mr*** called on 04/06/and requested his CenturyLink service to be disconnectedAn order was placed for the first available due date of 04/07/This totals days of service provided by CenturyLink to Mr***After an account is disconnected, the system generates a final bill statement to reverse charges billed in advance for the timeframe the service was not providedUnfortunately, due to taxes, fees and surcharges being different from state to state, county to county and so on, the system must complete the final billing to ensure all appropriate charges have been credited for service not provided.On 04/18/2016, the final bill statement generated with a credit balance of $24.19, which has already been refunded by check to Mr***: sent 04/21/and cashed on 05/02/2016.As this issue has already been resolved by the final bill process and refund of $24.19, CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because: Centurylink is doing nothing to fix the problem in this area, at all! My speed last night was mbps downloadI can not even send or receive email at that speedIf I try to send an email it takes multiple triesAlso, what does the rate I'm paying have anything to do with my complaint? We are talking about supplying a service "somewhat" close to what you are claimingIf you go to a car dealership and buy a car you expect it to have an engine ...RIGHT?? If you can only supply less than 10% of what you claim to be offering, in my book that is THEFT!!!!! As far as I'm concerned is that Centurylink is just an outfit that takes advantage of its customers in rural areas and has no intention of fixing the problem because we are so few, just keep taking the money and supplying very littleI in no way except this lame excuse to my complaintAs far as I'm concerned they are lying about the test speedsIf the speed they are getting is that, then I guess myself and all my neighbors are liars like them. I also had a repair issued for an exposed cable in my creek bed after a heavy rainPut in a work order, never heard another word about itI buried it myself with a shovelNext big rain it will come up again and I am NOT going to fix it
Sincerely,
*** ***

CenturyLink appreciates *** *** giving us the opportunity to review his concernsAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our trainingAfter reviewing all concerns with *** ***, I verified the disputed final
billing for both, CenturyLink and *** accounts were under *** ***’s name*** *** verified ownership of the service property at the time service was renderedTherefore, all charges have been sustained** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: It ducks any responsibility for your company's dishonest and gross behavior"It was on the statement" is a cop-out, it should not be your customers' job to catch you in your deceit, you should simply not act with deceit in the first place"It's not in our billing system" is similarly disingenuous you CREATE your own dang billing system, it can be in the system if you want it to beYou just don't want it to be.Your company is bad
Sincerely,
*** ***

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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: In lieu of the way in which the customer has had to have this complaint addressed, CenturyLink has issued a $adjustment that will cover the reminder of the months that that will no longer
have the $adjustment on the modem leaseCenturyLink 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

Complaint: ***
I am rejecting this response because: It has been my experience that my
payments get posted days or more after CenturyLink receives my payment I know when Century Link receives my payment because my payment is sent by UPS Overnight MailI have available the tracking number and date and time of receipt every time I send a payment in.
My hope is that another company will buy out CenturyLink so we are provided with better customer service I have tried many methods of trying to pay CenturyLink My first method was by U.SMail CenturyLink blames the fact that they don't post my payment on the USPS They claim that the USPS doesn't get my payment to them I paid cash at the local sales office for several years until they changed their policy and refused to take my payments I have paid through "No Check Pay" at Walmart days went by and my payment was not posted Finally, "No Check Pay" called and was told that in fact my payment was received days earlier but not posted Now, I am paying by UPS and have the tracking number and date and time of arrival I am looking forward to CenturyLink being bought out by a more competent enterprise
*** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr***'s account it has been found that the service has since been restored and a credit was issued for the time without serviceOur records also
indicate that Mr***'s account is set up as a residential account and not a business accountCenturyLink apologizes for the frustration encounteredSincerely, MrC***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Having verified the return of the modem on February 8th, and that fact that the customer paid for it in good faith, CenturyLink has issued an adjustment in the amount of $Reference
number for this adjustment is Please allow 2-weeks for this refund to arriveCenturyLink 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

Complaint: ***
I am rejecting this response because: I want a year of service @ $and I don't want to be on auto pay After all the trouble I had and the pair that I talk too and no one help me
Sincerely,
*** ***

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 submitted a complaint of the same content to the FCCThat has been answered as follows: “Please be advised that CenturyLink
has completed a review of the informal complaint filed by *** ***. In the complaint, Ms*** states: “My internet has been down for days and I continue to get the run around on whether it might be a problem with the line or the modemI have purchased a new modem and still no internetI tried to schedule a service call, waited days, and no service technician has shown upI left work hours early today to meet them after they texted saying the technician was on the wayHaven't seen them yet.” CenturyLink repair records show that we received a “no train issue” report on October 2, for Ms***’s line. The caller stated that they were told that a technician would need to come outOn October 3, 2017, we received another report, and the caller was advised that the problem could be caused by the modemThe caller said they wanted a straight answer whether it was the modem, or if a technician needed to be dispatched. A subsequent report came in the same day, stating the their 3rd party modem (Netgear) would not train, and a dispatch ticket was created. On October 5, 2017, a technician placed a temporary drop to resolve Ms***’s connectivity issue. Currently, Ms***’s modem shows to be connected at speeds exceeding her provisioned rateCenturyLink apologizes for the length of time that it took to resolve Ms***’s service issue, and for her inconvenience while resolving this matter.” CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
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