CenturyLink

Complaint: ***
I am rejecting this response because:I am satisfied with the payment balance being zeroed outI would like to receive official confirmation that this will in no way negatively affect my credit.
Sincerely,
*** ***

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 trainingI have reviewed the account and as
of March 1st, the account has a zero balanceWhen accounts are combined bill, DirecTV invoices CenturyLink days prior to the CenturyLink charges going to printAll credits or charges that remain after cancelation are directly related to the invoices that Centurylink gets from DirecTV Prior to the bill going to printEven if the cancelation was done late the invoiced charges whether billed and paid in advance by CenturyLink would still be valid whether CenturyLink sent the bill or DirecTV failed to Cancel the service and continued to Invoice the charges via CenturyLink who is only a third-party billing agent in this situationCharges for Any time that was beyond the date the customer moved that ware related to DirecTV are paid in advance and are owed to CenturyLink if Paid by CenturyLink to DirecTVI’m Showing all charges were negated effective February 3rd, and that an actual credit balance resulted except for a late fee which has already been adjustedAny DirecTV charges that the customer wants to dispute regardless of who sent the bill need to be addressed by DirecTV; Centurylink does not adjust DirecTV charges as it does not have access to DirecTV systems CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Complaint: ***
I am rejecting this response because I never gave permission for the sub-contractor work to be done as it was I was told by a CenturyLink Employee that they would "drop line" or something of that natureand I responded by asking what that meantand before I had a response back, the poor work was done.Furthermore, your work and choice of sub-contractor is extremely sub-par I don't recall being made aware of your "not at fault for contractor work" policy until that was completed Where was I notified of this? Also, please refrain from calling me Email only, pleaseI have requested email contact from ** multiple times now
Sincerely,
*** ***

I have reviewed the customer's reply and checked the closed account confirming it has a zero balance.Sincerely,Mr***

Complaint: ***
I am rejecting this response because: As stated before, Mr T***s calculations are not accurate The home phone issue was repaired and is now working The billing of the home phone is still unclear I was told that this was a Internet, Prism & home phone bundle However, my billing now shows a Internet, Phone & cable plan Regardless of which way they term it, I am still paying above the quoted contract amount Attached is the original contract agreed to in March of It reflects all 3-services My last bill was for $ Details show: Internet and home Phone-$125.28(16-late fees and taxes and fees.) Television (Prism)((3.24-taxes and fees)-$68.21-Totaling $ This format will only allow me to attach one item or I would also send a copy of my current (previous) bill I did however, send it along with my last response.THIS TIME, I AM ATTACHING THE COPY OF THE BILL IN WHICH I AM REFERRING TO.This complaint has not been satisfied!
Sincerely,
*** ***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, *** *** ***. I would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representatives. His 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. Our records indicate Mr***’s account was established on September 7, and disconnected on January 11, 2018. He received two credits due to the alleged billing error; $on October 31st and $on December 28th. CenturyLink regrets any inconvenience Mr*** has experienced Margaret 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, I verified Mr*** has had speed issues
with his internet service since upgradingI requested ***, from our executive technical support team, contact Mr*** to assist in repairing his internet serviceHe has spoken with Mr*** and he sent him a new modemHe provided Mr*** with his contact information to assist with installing the modem as well as assisting with further technical support issues, if neededI issued a credit of $to his account due to the speed issues he has experiencedCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group Tell us why here

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 verified Ms***’s home phone billing
concerns were resolved on June 1, At that time, an order was placed to remove home telephone serviceMs*** was placed on a new internet only service and given credit for the disputed service’s billed in errorOn July 28, 2016, Ms*** chose to cancel internet serviceMs*** was disclosed the $early termination fee at the time of disconnectionThe final billing owed amount of $includes the $early termination fee that is being disputed in this complaintMs*** established service on May 16, 2016, ended service on July 28, 2016, only one payment of $was made to the accountAfter careful review, all disputed charges have been determined valid and sustained** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:i cancelled my account as of Dec 8, and paid the balance in excess of the final billThere were no charges accrued after Nov 30, I do not owe anything on this account, there should be a credit owed back to meI am happy to settle with a zero balance just to be done with it, but know that Century Link owes me for charges after Dec 1, I don’t believe that Century Link is reporting accurately in regards to this account and am highly distraught from the length that the company has drawn this outI expect full compensation for the charges and final statement of the account closed as of Dec 8,
Sincerely,
Angie *** ***

Revdex.com:
The issue has been resolved and we now have access to internet.
Sincerely,
*** ***

09/01/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I found that his account was at the end of the promotional rate he was subscribed to when the request
to upgrade was madeMr***’s CenturyLink account was updated with a new current promotional discount, as shown from the clips of the promotional discount section of his bill statements:_____________________________________________________________________...⇄ 04/22/2016$Promo Unlimited Business Voice Month of Core Connect Unlimited LD -Subtotal -$______________________________________________________ 05/22/2016$Promo Unlimited Business Voice Month of Broadband Bus 3M/640K -Subtotal -$10.00______________________________________________________ 05/22/2016$Promo Unlimited Business Voice Month of Broadband Bus 3M/640K -Subtotal -$10.00______________________________________________________ 07/01/2016CenturyLink Business Bundle AutoPay Paperless Bill Core Connect Unlimited LD -Subtotal -$______________________________________________________ 08/01/2016CenturyLink Business Bundle AutoPay Paperless Bill Core Connect Unlimited LD -Subtotal -$______________________________________________________________________ I found no additional promotional discounts had been added to Mr***’s CenturyLink account since the $Promo Unlimited Business Voice Month discount that was added over years ago until the current package change (records show he was advised of the package change and new Term agreement). 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 situationAs there were no billing errors found and the original promotional discount had been replaced with a current promotion days before the expiration date of the month promotional discount, CenturyLink finds no credit adjustment to be warranted and has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr*** writing regarding his recent experience with our company. I regret to inform Mr*** that he did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate an account with the limited information on the Revdex.com
complaint. In order to investigate the complaint, more information needs to be provided. The business name and/or address, the order number, the telephone numbers he is referring to in the Revdex.com complaint, a copy of the confirmation email, the name of the CenturyLink representative(s) he has been working with, or any other information that would assist with an investigation and/or locating Mr***’s CenturyLink account number Once more information is provided, CenturyLink will be happy to investigate Mr***’s concerns. I regret any inconvenience this may cause *** Customer Advocacy Group

I have reviewed the Customer's reply regarding leased modem chargesI checked the current bill and adjusted the fee off the account $credit which has already posted to the balanceI have sent a request to our Order Excellence Department to ensure the leased modem fee is off the account going forwardIf the customer wants to close this complaint I am happy to help in the future as needed he can email me directly *** *Sincerely,Mr ***

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 trainingAfter reviewing this complaint with *** ***, I assured
*** ***, account(s), *** *** *** *** were canceled and all billing has been finalized to a zero balanceI provided *** *** my direct contact information for any further questions or concerns in regards to this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The total amount due on the final bill, effective date back dated to February 2nd, is $Of this final bill, the amount that is related to the early termination fee is $As a
courtesy to the customer and since the customer was unable to reestablish the service in his new location (though this is not policy as the term is applicable regardless of the reason the early termination takes place, with few exceptions such military deployment or death) Centurylink has issued an adjustment of $towards the final bill leaving a balance due of $which is valid and dueCenturyLink apologizes for the difficulty in getting this resolves and provides that this addresses the issue of the early termination fee assessedCenturyLink 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

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 Our records indicate Ms*** spoke with a representative on June 15, 2016. A new promotion was added to the account, which included the presence of Auto-Pay and Paperless Billing to get the maximum discount. The notations on the account indicate this was reviewed with Ms*** and the information is on the monthly statement. CenturyLink regrets any miscommunication that occurred On September 13, 2016, Ms*** spoke with a representative regarding her account. The representative added an additional $twelve-month promotional discount. However, Ms*** was not eligible for this promotional discount, as she had previously received it Thus, it did not post her account An Escalation Representative spoke with Ms*** on December 8, 2016. Ms*** was offered a $credit and a new twelve-month promotional discount. Ms*** accepted the offer. 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

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 trainingAfter verifying that the modem was
returned and reading notations on the account I have verified this account should have been canceledCustomer unable to get DirecTV installed at location assumed when canceled that all services were canceledNotations support that the customer would have been within the 30-day trial period offered at that time so I have issued an adjustment for $which brings the account balance to zeroAs for any credit inquiry removal the customer must follow the following Process: Customer must mail a written statement (No Fax, Email, Phone calls) to: Oliver Rd, Monroe, LA 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, Steve S***

Complaint: ***
I am rejecting this response because:The mailer that was sent to me did not state any requirements other than to contact CenturyLink for a loyalty creditI did that and CenturyLink did not provide the discount as stated on the mailer addressed to me
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, The payment for $in question in this
complaint was processed to Ms***’s account on March 01, I left Ms*** a voice message with my callback information for any further questions or concernsI assure Ms*** here feedback will be reviewed and documentedI apologize for any inconvenience CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the Revdex.com complaint and found the following: The customer filed a duplicate complaint with the FCC at approximately the same time and has already been given a reply from the executive office manager handling that complaintSince that has already
addressed all of the concerns or issues noted in this complaint, I will defer to the reply already given via the FCCCenturyLink 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