CenturyLink

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have review the closed account set up in error at the same address at during the same time period I have adjusted all charges off the old closed account $This error
created crossed lines causing issues we sent a tech to fix it which was noted in the old account but the customer was charged for a tech visit I adjusted the $100+ tax = $which he will see the credit on his next statementI can see how this error caused a confusing and frustrating situation for our customer and confusing for our Consultants to sort out I apologize this hasn't been resolved soonerSincerely,Mr.***

To whom it may concern: I have received and reviewed the complaint and found the following: CenturyLink has issued and adjustment to the account in one lump sum in the amount of $for the months not received that was quoted for the HD service The breakdown is as follows: the
customer has already been given the day (or three months free) and one additional month was already adjusted, this takes care of the balance and then some 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

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 receiving Mr***’s Revdex.com complaint (on 1/19/2018)
, we escalated his repair ticket to the soonest date we couldOur technician was dispatched to his home on the afternoon of 01/19/The technician stated the service was operating properly at the meg speed that Mr*** subscribes toThe technician advised him he would require a faster speed to support his internet needsHe assisted Mr*** in upgrading his internet to a faster speed CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***Amber CenturyLink Customer Advocacy Group Tell us why here

Complaint:
***
I am rejecting this response because I just received email on Saturday February 3,regarding my bill and a few minutes later another email saying my account is closedI have no access to see that my account is closed whenever every month I'm receiving emails about my account bill being high and opened.
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have reviewed the customer's bills showing their promotion expired which is why their bill increasedWe remind customer each month on their bill showing them how many months are left on their
promotion are remind them it will go to the standard rate when it expiresAs a courtesy I have adjusted the past two bills and late fee for a credit of $which will post on the next billThe customer will need to call into our Retention Department to see what new promotions are available otherwise they will continue to be billed at the regular rate with no further adjustmentsWe apologize for the confusion with our promotions and rates this has caused our customer.Sincerely,Mr.***

I've reviewed the customer reply and sorry to hear they are still having problemsI checked the customers line and show they are currently at 117% download and 116% upload train rate with a stable connectionIf they customer is still having problems on their side they can call our 24/tech support *** or use our live chat tech support option on our website www.cnturylink.comWe apologize for the ongoing problems and certainly understand the customer's frustration I hope the good stats showing mean the problem is now resolved.Sincerely,Mr.***

To whom it may concern: I have received and reviewed the Revdex.com complaint and found the following: After further review of the claim all the way back to March of 2006, the original modem was purchased and did not require that it be returned when the replacement was sent outTherefore CenturyLink has
adjusted the charge which will refund to the customer and notified any agency involved in collections and bureaus to remove anything derogatory that may have been reportedPlease allow up to three weeks for this refund to arrive via USPS mailCenturyLink regrets that this occurred and appreciates the opportunity to rectify the issues and concernsCenturyLink 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

09/12/2016 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 Mr*** was offered CenturyLink internet service with *** ** service with monthly
package rates of $(before taxes, fees and surcharges) with the requirement of CenturyLink’s Autopay and paperless billing for months with a start date of 07/24/ This promotional package included limited discounts including a CenturyLink loyalty promotion of $off CenturyLink internet for months and a discount of $without the required Autopay and paperless billing for months OR $with the required Autopay and paperless billing for months (the Autopay and paperless billing was required to receive the higher promotional discount) The discounts also included *** **’s month discount of $off; an additional month $off promotion and free months of *** *** *** * *** (when the promotion for the premiere channels expire, customers are required to call to remove them if they do not wish to be billed for them, per the signed agreement when the technician installed service, order confirmation letter and bill statements) I have provided a clip of the billed service (as Mr*** did not register to the required Autopay and paperless billing the billing was higher by $10.00):________________________________________________________________________...⇄ Monthly Charges --------------------------------------------------------------------------------...⇄ High-Speed Internet Loyal Customer Credit month -High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month -24.05Advanced Modem - Lease 8.99 --------------------------------------------------------------------------------...⇄ Monthly Charges Total $(before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Monthly Charges --------------------------------------------------------------------------------...⇄ 10/CHOICE Monthly 09/- 10/*** *** *** * *** Monthly 07/- 10/*** HD EXTRA PACK Months Free 09/- 10/*** Protection Plan Monthly 07/- 10/*** SUNDAY TICKET MAX Subscription Service 09/- 10/Additional TV - Client Subscription Service 09/- 10/Advanced Receiver Monthly --------------------------------------------------------------------------------...⇄ Monthly Charges Total $ Related Monthly Charges --------------------------------------------------------------------------------...⇄ TV 09/CenturyLink Bundle Savings -09/CHOICE You Save $for Mos -09/CHOICE Mo Instant Rebate -09/*** *** *** * *** Mos Free *** --------------------------------------------------------------------------------...⇄ Monthly Charges Total -$96.49-------------------------------------------------------------------------...⇄ Total *** ** charges $(before taxes, fees and surcharges)_______________________________________________________________Total CenturyLink and *** ** charges $(before taxes, fees and surcharges)_____________________________________________________________________...⇄ Mr*** did not call *** ** to have the *** *** *** * *** removed before the months free promotion had expired causing the 4th bill statement (Nov 2015) to be $higherAs Mr*** had called *** ** after the billing had printed, he was issued a credit from *** ** and the premier channels were removed, which reflected on the Dec statementMr*** had also reduced his *** ** package the following month which voided the original quoted *** ** rate and changed the promotional discounts through *** ** billing to only a $off for the *** ** package which reflected on the Jan statement CenturyLink and *** ** are separate companies that bill together to offer our customers bill and in certain cases discounts may applyCenturyLink and *** ** have different bill cycle dates and both companies bill a month in advance for serviceThis allows for *** ** to send Mr***’s *** ** bill on the 16th of every month to CenturyLink and for CenturyLink to make payment on behalf of Mr***CenturyLink then holds on to Mr***’s *** ** bill until the CenturyLink bill is printed on the 1st of the following month (i.e*** **’s 10/16/bill statement appeared on CenturyLink’s 11/01/bill statement)Any changes made with *** ** could take up to to bill cycles to reflectAny disputes for the *** ** charges must be made directly to *** ** as CenturyLink cannot make changes, credit or adjust any of the *** ** services or billing When Mr*** made payments for service provided, he did not make payments in full, resulting in late feesSome of the late fees were credited as a courtesy by CenturyLink agents, however the late fees were valid as the billing was correct CenturyLink provided the internet service with the discounts offered (a discount of $without the required Autopay and paperless billing for months OR $with the required Autopay and paperless billing for months)The original quote for both services was billed correctly as shown above before the *** ** months free promotion expired and Mr***’s request to change the *** ** package 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 finding the balance due of $to be sustained as valid with no credit adjustment being warranted. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

06/28/2016 CenturyLink has reviewed our previous responses to Ms***’ issueAfter careful consideration, we find our original investigation and response to be valid. CenturyLink received an order from another provider to release Ms***’ phone number on 02/09/to the other providerMs*** is responsible for the service provided before the release of her number to another provider which includes phone and internet charges from 01/07/to 02/09/2016, late fees, long distance fees (bills a month behind), taxes, fees and surcharges, totaling a balance of $CenturyLink has sustained the balance due and has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review *** ***s account, ***. *** ***s account reflected CenturyLink Internet and his *** account was combined for billing purposes. Our records indicate *** *** spoke with a representative on May 10, to
disconnect his account. The last customer contact was on May 13, 2016, when he requested the removal of *** and was transferred to ***. CenturyLink has no record that *** *** requested the disconnection of his account prior to May 10, While *** *** may not have been using CenturyLink for his Internet, CenturyLink was still providing the service to the Network Interface at his premise. Since our facilities we being utilized for *** ***, we were unable to use the facilities to provide service to another customer. Monthly bills were sent and there is no indication that *** *** did not receive the monthly statements. *** *** has been correctly billed for products and services that were being provided to his location. The charges are valid and have been sustained. Since we have no record that he requested disconnection of the account prior to May 10, 2017, CenturyLink respectfully denies *** ***s request for compensation *** CenturyLink Customer Advocacy

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,
Vicki ***

I have reviewed the RevDex.com Complaint from *** regarding a billing disputeI have reviewed the now closed account and show the customer has been credited for the $that was promised as a courtesyDue to the credit not being issued as promised causing the customer to
overdraw his account I have adjusted the remaining balance on the closed account $We apologize for the time and frustration this issue has caused to our customer.Sincerely,***

Complaint: ***
I am rejecting this response because:I have been overcharged over $ No one can give me a straight answer why my bill changes everymonth No one will let me cancel my contract without chargeing an additional $ I agreed to a month contract for TV and internet for around $a month For the past months I have never been charged the right amount As of today I have never been refunded the hundreds of dollars I have over paid I want what I agreed to or I want out of my contract with no penalty.
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/08/05) */
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 training
Upon review of Mr***'s CenturyLink account, records indicate his phone number (XXX XXX-XXXX) was ported to another provider on June 24, which left the DSL services with CenturyLinkThe phone number was released however the DSL remained requiring a new account number (XXX XXX-XXXX) to be providedOn June 30, an order DXXXXXXXX was issued to remove the DSL services where all CenturyLink services were terminated
The June 18th statement reflects credit for CenturyLink Services as we bill one month in advance, however, *** bills one month behind when it is bundled with CenturyLink
Mr*** has been provided credits for his services which reflected on the final statement dated June 18, as follows:
CREDIT FOR MONTHLY SERVICE PREVIOUSLY BILLED FOR
OLD NUMBER FOR DAYS ON TOTAL OF
FROM JUN TO JUL 10.20C
CHARGE FOR MONTHLY SERVICE PREVIOUSLY BILLED FOR
OLD NUMBER FOR DAYS ON TOTAL OF
FROM JUN TO JUL
CREDIT FOR SERVICE PREVIOUSLY
BILLED FROM JUN
TO JUL 17.30C
However, the *** TV charges reflected the bill date of June 5th thru July 4th When I spoke with *** TV today, I was advised Mr*** cancelled his services with *** TV on June 19th,
Based on the June final statement *** TV credits were provided on the account showing:
ADJUSTMENTS & CREDITS
06/07/CHOICE XTRA CLASSIC 42.39C
PARTIAL MONTH CREDIT
06/07/ADVANCED RECEIV5.33C
PARTIAL MONTH CREDIT
06/ADDITIONAL TV 3.47C
06/PRIMARY TV 3.47C
TAXES
SALES TAX .54C
CREDIT BALANCE 51.73C
THANK YOU FOR USING ***
The current amount due on the CenturyLink statement reflects $ which I have provided a credit leaving the account at a zero balanceHowever, CenturyLink has provided all applicable credits to Mr***
I apologize for any inconvenience or misunderstanding as Mr*** was a Valued CenturyLink CustomerBased on the dates of services all applicable credits have been posted to the account
Regards,
*** **
Customer Advocacy Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

CenturyLink has exhausted all investigatory resources in regards to this issueWe have no new information to add and find our original investigation and response to be validWe apologize for the continue frustration as we have offered the customer a resolution as this was declined by they customerWe apologize, but are not able to meet the customers requests and have provided the information necessary to the customer regarding the services. CenturyLink has closed this complaint.Sincerely, Mr***

I have reviewed the complaint from *** regarding a delay in activation of new serviceI reviewed the account notes confirming ***'s complaint details we are sorry to hear about this poor experienceI do show the service has since been activated and confirmed by a follow up call from
one of our supervisors on 2/10/As a courtesy I have credited the account for 1/the one time equipment and activation chargesThe $credit has already posted to the account and will show on the next billing statementOnce again we apologize for the activation delay and are happy to further assist as neededSincerely,Mr.T***

I have reviewed the Revdex.com Complaint from *** regarding a higher than expected rateI reviewed the notes and show the customer doesn't qualify for the $promotion he was given misinformationI adjusted the past month difference in rate for a credit of $
off the account if the customer still wants to cancel they need to contact our disconnect department *** or *** they can use our live chat help option if they preferWe apologize for this frustrating situation and the customers time it has taken to resolve.Sincerely,Mr.***

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her accounts, *** *** *** and *** *** ***. Both accounts are under the name of *** *** but Ms*** is an authorized party. 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 Mr*** spoke with a representative on July 5, 2017. An order was issued to install Internet service on July 11, 2017, creating account *** *** ***. On July 10, 2017, Mr*** spoke with a representative and another order was issued for Internet service. This order completed on July 13, 2017, creating account *** *** ***. Auto-Pay and Paperless billing were on account *** *** *** but it appears that Ms*** was using the Internet service on account *** *** *** Since no payments were received on account *** *** ***, the account was suspended for non-payment on several occasions, as the payments were being applied to the other account. Account *** *** *** was disconnected on November 21, with an effect bill date of July 13, 2017, the date the service was installed. The Closing bill reflected a credit balance of $441.42, which was in excess of the payments that had been received ($270.62). A refund check for $was issued on December 14, and cashed on February 5, 2018. Account *** *** *** was disconnected on February 1, 2018. On February 15, 2018, the notation indicate Ms*** spoke with a representative. A credit for $was applied to the account. Ms*** was advised to the use the $excess from account *** *** *** to pay the remaining balance due on account *** *** ***. CenturyLink apologizes for the problems and confusion Ms*** experienced regarding her issue. We regret any inconvenience she experienced Margaret CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding problems trying to get his auto pay stoppedI reviewed the account notes showing this issue has been resolved I have credited the returned check fees on the January bill of $*** has been given credits for the previous charges
associated with this issue The credit will show on his next billing statementIf *** needs any further assistance with this AP issue he can contact our credit department We apologize for the time and frustration this has caused.Sincerely,Mr.T***

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, *** ***