CenturyLink

I have reviewed the billing complaint form *** regarding not receiving her quoted discounted rateIf *** still needs assistance with this issue I would be happy to investigate it if she can provide me her old Centurylink account number in questionSincerely,***

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 filed and received a response to a duplicate FCC complaint filedA reply/resolution was provided to that complaint that reads as
follows: “Please be advised that CenturyLink has completed a review of the complaint filed by *** *** *** states that she signed up with CenturyLink for internet only service in May for a month promotional rate planShe says the contract ended in May and she signed up another plan which includes internet and phone in May She says her understanding was that the new plan did not put her in another month contract, nor was she disclosed of any penalty if she were to end the service earlyShe says she was not happy with the internet service Centurylink provided, that she never received the Mbps as promisedWhen called to cancel, she was told there is a termination fee of $for breaching the contractShe says she does not agree with the fee and the whole reason she is cancelling is because she never received the Mbps service. CenturyLink found no records of any reported issues with the internet service on *** ***’s lineThe call from May regarding a new promotion was not available, so CenturyLink agreed to adjust the $early termination fee billedA credit of $has been applied to the account, resulting in a credit balance of $which will be refunded to the customer.” CenturyLink acknowledges the customers concerns and apologizes for any issues or inconveniences that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

CenturyLink appreciates Mrs*** 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 training.Upon review, I verified Mrs*** ordered
CenturyLink service in December of The promotion she subscribed to was a year promotionThis promotion expired on 12/28/2017, this date was listed on her statement each monthShe contacted CenturyLink on 01/04/and the agent offered the current promotion , “price for life”This promotion is $per month plus the $modem lease fee and any applicable taxes, fees and surchargesThis promotional rate is the same whether a customer subscribes to the meg or meg internet speedI have added an additional $off per month to her accountThis discount will last for monthsCurrently megs is the fastest speed we can offer Mrs***I contacted our executive technical support and repair team and asked them to reach out to Mrs*** to assist in resolving her service issuesThe agent left a voicemail for her as well as sent emailsHe has provided his contact information for Mrs*** to contact him at her convenienceI have issued a $credit to her account for the service issues. The terminal which provides Internet service to her area is experiencing bandwidth exhaust. The estimated time of resolution is by 02/13/ Customers in this market may experience slow speeds, packet loss and latency during peak hours, including nights and weekends. The site is capped and new subscribers are not permitted at this time. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs***.AmberCenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: Century link was to notify *** ** to let them know that I was no longer bundled them. I even spoke with *** ** and they said that Century link would have to notify them so that they could bill me. Century link didn't do that. I was unable to pay *** ** because of century link. At the time when I canceled century link in Jan they were to notify *** ** I should have been paying *** ** since Jan but could not because of Century Link. I still want my refund. Which I feel I am entitled to since they didn't do what they were suppose to do
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, I verified Ms***’s service is very stable
with no further reported troubleI agreed to credit Ms***’s account $due to the past known troubleI left Ms*** a voice message with my contact information for any further questions regarding this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms*** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding his dispute of the early termination fee. I have reviewed his account and found the following: On October 19, the promotion for High Speed Internet without
the auto pay and paperless billing was added to Mr***'s accountNotes indicate that Mr*** contacted CenturyLink regarding his bill concernsService was disconnected on January 6, As a matter of customer satisfaction I have adjusted $184.86, resolving the balance of the billI would like to apologize for the less that exemplary serviceAt CenturyLink, we strive to provide outstanding customer service. Your comments are appreciated and, to improve customer service, will be investigated.Sincerely, Ms*** CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding her rate going up due to her old promotion expiringI reviewed the account notes showing the customer was credited for the overcharge on 6/15/The July bill is $higher than the old promo and has a late fee of $I have credited $
to the accountThe notes indicate the customer is moving and wanted to cancel service but the account is still activeIf this is the case she would need to call our Disconnect Department to place the orderIf she decides to keep the service and has any questions on the August bill she can email me directly *** I'm happy to further assist as neededSincerely,***

I have reviewed the Revdex.com Complaint from *** regarding modem charges and delay in receiving a return labelCenturyLink would like to apologize for the time and frustration the customer has experienced trying to get this issue resolvedI checked the account notes and show we
have requested return labels be sent out on 1/22/16, 02/12/26 & 3/18/These are sent out by a third party vendor so unfortunately there must have been a problem of some sort causing the delay we apologize for thatI show the charges have been adjusted off the account on 2/19/due to our errorI certainly hope the customer has received the label if not have them let us know we are happy to further assistSincerely,Mr.***

The Century link has charged me multiple times and sent my account to collection with an account number ending in ***They had sent my account to collections years after the fact with the *** corporationReference number *** for $267.22 that is on my credit report marked as paidI am seeking for them to remove that from my credit report completely.I also have this under investigation with the United States Senate inquiry under Senator *** ***'s office in *** and also with the Attorney General of ***'s office. This business has days to remove this entirely from credit report or proceedings with the Senate Committee and Attorney General's office will continueI have provided proof of payment on the same amount in occasions, pictures of returning of equipment and *** confirmation of receipt by the Centurylink companyI also have provided recorded phone calls with the *** company from them lying about this being on my credit report. As I am buying a house currently, I would rather not have to go through all of this to remove a fraudulent charge of $The Centurylink company can contact the *** creditor they hire to obtain recorded information. Please do the right thing and remove this from my credit reports please. 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 *** *** ordered Centurylink
service that started on 08/26/Her services consisted of a land line and high speed internet serviceI apologize that *** *** did not receive the services she requested*** *** had canceled her Centurylink service on 09/11/Due to *** *** not receiving the services she requested, I have credit her entire Centurylink billCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his accounts, *** *** *** and *** *** ***I would like to apologize for the less than exemplary service that Mr*** feels he 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
While the Prism Early Termination Charge is valid, a credit has been applied to the account, in an effort to satisfyA credit for $was issued on December 22, CenturyLink regrets any inconvenience Mr*** has experienced
***
CenturyLink Customer Advocacy

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 trainingAfter further reviewing this complaint with Ms***, Ms
*** advised the payment in concern is still pending with the prepaid card companyI advised Ms***, posted processed payments can only be investigated with confirmation documentsMs*** agreed to escalate her concerns to the prepaid card companyI agreed to waive the late payment fee for the payment in questionMs*** was advised all other payments will need to be paid on timeJJ CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a service disputeAfter investigation of we were unable to locate the closed account to further investigate.We do appreciate you for taking the time to notify us about the unsatisfactory
customer service experience that you recently encounteredThat's not how we do business and I certainly don't enjoy hearing the treatment you receivedPlease accept our apologies for not meeting your expectationsWe have forwarded your feedback to our process development team to review and help prevent this from happening to others in the futureAgain please accept our apologies for the frustration encounteredSincerely, Mr***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for the previous reply and stands by the original responseAs long as there is an active or closed complaint that is being addressed for the same thing by another member of the executive office, in this case an FCC case filed, this office will defer to that caseCenturyLink 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: While I appreciate Centurylink's efforts to adjudicate my issue with a bill credit, there is no resolution to the enduring problem of consistently slow Internet in my area. Centurylink claims there is faster Internet service available in my area but this is not a true statement. Centurylink previously offered us faster service and we switched from our legacy plan only to find out there is a disconnect between the main office and the local office. We tried to revert back to our legacy plan, but Centurylink indicated they were unable to honor the legacy plan and placed us on a more expensive plan instead. This issue also was filed with Revdex.com, and can be referenced with complaint #***. What I desire is Centurylink’s commitment to upgrade their infrastructure in our area to be able to provide faster internet for all of the customers in our area in a timely mannerAccording to *** ***, a Centurylink planner in our area, “The good news is that we have received *** funding and will be placing new electronics very close to your home that will support higher data speeds. The bad news is that the deployment is not likely to take place in 2016. The *** CAF programs is a six (6) year program and your location is not funded in as of today. If this is a true statement, we will continue to suffer from inconsistent and slow speeds, which is unacceptableSincerely, *** ***

I have reviewed the Revdex.com Complaint from *** regarding a internet billing disputeI would be happy to help with this matter if she can provide me with the CenturyLink account number.Sincerely,Mr.***

Initial Business Response /* (1000, 4, 2015/11/13) */
CenturyLink appreciates *** *** writing regarding service at *** *** *** Springfield ORI regret to inform *** *** that CenturyLink is unable to provide any information regarding the account at this address, as ***
*** is not an authorized party on the accountThe account holder would need to call CenturyLink and add *** *** as an authorized party before any information can be providedI regret any inconvenience this may cause
***
CenturyLink Manager
Initial Consumer Rebuttal /* (3000, 6, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue was with my account at my temp residenceThis WAS account XXXXXXXXXX and was installed at XXXXX *** *** Springfield, OR XXXXX and HAD CenturyLink spent a few minutes to look up my name they would have seen that the account at *** *** *** is My father's account *** ***)That is my temp mailing address while we have our house being builtWe are staying at XXXXX referenced above where I had DSL service installedI have an extensive case history with my account referenced and I would like somebody to call and talk to me from a management position and NOT their "Escalations" department as they would NOT let me to speak to any managers on several of my callsI was told they didn't have managers and that only had "Escalation Specialists" who couldn't have cared less about what had happened to me
Final Business Response /* (4000, 8, 2015/12/03) */
CenturyLink appreciates Mr*** providing the account information for his temporary residence, which was not included in his previous Revdex.com complaintI 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***'s account, XXX XXX-XXXX XXX, was established on August 28, and disconnected on October 21, 2015, with an October 1, effective bill dateMr*** claims he was quoted a $monthly promotional rateUnfortunately, Mr*** did not qualify for this promotional rateCenturyLink regrets any miscommunication that might have occurred
Mr***'s October 23, Closing statement reflected a credit balance for $A refund check was processed on October 27, and cashed on November 6, CenturyLink received payments totaling $In an effort to satisfy, a credit for $($- $54.95) was applied to the account on December 2, Since the account is closed, an additional refund check will be generated
CenturyLink regrets any inconvenience Mr*** has experienced
***
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 10, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the apology and this is really all I was afterEvery rep I spoke with couldn't have cared less and this really bothered me as I work in the service industry and would never treat my customers this wayThis matter can be considered closed
Thank you,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding their billing disputeI reviewed the account and show this issue has been resolved as of 11/30/per their Attorney General complaint they filedAll credits to the account for the billing errors were issued as of
that date we apologize for the poor experience our customer had trying to get this resolved and certainly understand their frustrationIf the customer has any unresolved questions regarding equipment return they can contact our Customer Care Center *** or use our live chat help option via our website www.centurylink.comSincerely,***

I have reviewed the complaint from Khaili checking the status of a refundI would be happy to further investigate this issue if the customer can provide me the correct account numberThe number provided pulls up a customer by a different nameThanks,***

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI checked the customers account as of the 12/15/bill all credits have been issued the account has a zero balance and is closedWe apologize for the frustration and time the customer spend trying to get
this resolvedSincerely,Mr.***