CenturyLink

05/25/2016 CenturyLink has received a copy of the Revdex.com complaint filed by Name. Below are our findings: Upon research of the account found at the address and phone number provided by *** ***, I found she is not an authorized party on the accountPer
CenturyLink CPNI federally mandated verification process, CenturyLink can only give information, make change or other assistance with an account, to the account holder or pre authorized personsTo authorize a person on an account, the account hold must contact CenturyLink at *** (billing department), go through the verification process and then request to authorize a person to the account (account hold will be required to supply the full name and contact number of the person being added as authorized to the account). I advise the account holder contact CenturyLink repair at *** for assistance with this accountCenturyLink has closed this complaint. Sincerely,
*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Ms*** *** , regarding a billing dispute. Unfortunately, Ms*** did not provide her CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account number
Once I have the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustrationFor immediate assistance please contact our team directly at 1-800-788-3500Sincerely, MrC***

Initial Business Response /* (1000, 4, 2015/06/25) */
6/25/15: The customers issue was addressed by a manager Mr*** with the executive officesHe has agreed to make monthly manual adjustments to get the rate down to what the customer was offeredCenturylink apologizes for the poor customer
service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call from Century links main office had a great conversation with there representativeThey were able to get everything resolved and followed up with me a few days later to be sure that it was done

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,
*** ***

Initial Business Response /* (1000, 4, 2015/10/07) */
10/07/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Ms***' CenturyLink account, I found that an order was placed on 09/17/for next day
shipping of CenturyLink equipment with a shipping fee of $The date UPS delivered the equipment was on 09/21/I have a applied a credit of $as the package was not received within the appointed timeframe
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Because I feel like I deserve my shipping money back due to statement I was told

Complaint: ***
I am rejecting this response because: the amount of credit due to me, as of per one my last conversations with your company representative was over $ I have spent countless hours on the phone with you trying to sort this mess out You can read all the notes, and see all the dates I have had to call You are more than aware of the problems $for the time my service was out is not in any way compensation for the amount of strugggle and trouble I have had dealing with your company I have spent months dealing with this mess, which is still continuing to the degree that I have involved the Secretary of State and the Revdex.com to get you to even address these issues Thank you for crediting the dollar amount for the modem I sent back to you in MAY If you wish to sever ties with me, after issuing me the correct amount of credit, I will be more than happy to accept that, and will mail you the current modem I have here, back to youHonestly, that is probably the best resolution for both of us nowI am sure you dont wish to deal with me, any more than I want to continue to deal with you.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We never had any issues with our business being listed until we switch to a Voip Listing, therefore the only reason anything changed and became incorrect is because of Centurylink. I talked with Danette so many different times and was assured that it wouldn't happen again and it did. This issue has went on for way too long and has cost us a considerable amount of lost business and money. I need to have the incorrect phone number that is listed transferred to our line at no cost to us immediately. In response to Centurylink's message I did speak with Danette in November of and she told me she did everything to make sure our number would not be listed incorrectly again. We did not talk to Megan P*** at this time at all. She was not involved until 10/2017. I contacted Danette in July very frustrated that our number was still wrong not only in ***, but in *** as well. Which also points out that it would not be ***'s fault, but Centurylink because it changed in both phone books after switching to Voip service. After talking with Megan P*** from *** in October of she went to work for us and told me that without a doubt our number was messed up because of changing to the Voip service, and that this is not the first time she has encountered this. Megan went to work on figuring out what we could do to rectify this situation. Which I was extremely grateful for, because she is a sales rep for *** and didn't have to do all this extra work for us. Then on November 16, Megan emailed me stating that the listings department at *** had contacted Centurylink more than once and they are not going to put the listing on DLIS, which is what needed to happen to be entitled to a free listing. Megan forwarded this to Danette, but I never got a response from her and had to email her again regarding this situation. I have attached both of the emails from Megan and Danette. Danette didn't respond until December after I emailed her that I would be filing a complaint with the Attorney General if I didn't hear a response. I then emailed Danette again asking for clarification on her email and received no response. I have included this email as well. In conclusion, this is Centurylink's fault, my emails show that Danette did not properly respond or take care of us as a representative. Our listing is wrong in both *** and *** phone books. I expect Centurylink to accept their mistake and try to make it right
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:While they suggested that I had to call their "Disconnect Department" to finalize the end of service, they did not deal with the documents that they requested and that I sentOther than telling me who I "had" to call, they haven't dealt with the complaint at all. I am now on hold with the "Disconnect Department", going on twenty minutesInterestingly, Century Link did indeed send me the shipping address label to return their equipment and I have done thatI have the receipt from *** stating that it was delivered to *** on the 10th of JulyIf that receipt is needed, I can scan and email it to you.
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The information regarding the modem was not misleading just not exactly correct or completeHe agent may have assumed it would be able to work at this new
location but it would not and should have been checked more thoroughly; all new orders get a new modem to lease or purchase with the ability to return them at no chargeThe order required a new modem which can be leased or purchasedThis is why it was automatically added to the order as it is better to incur shipping or transporting the correct modem for the technology at the location and having it returned or transported back by the technician; this insures the right modem/router is available at the time the service goes in or the service will not workThis provides for a better customer experience as there aren’t any delays or technical issues that cannot be addressed accept by waiting for another modem to be shipped outKeep in mind the modems when shipped also come with a free return label to ship back should they not be neededThis is why the modem showed up with the installation technician and would not have been used if the previous modem was compatibleIn this case, the speed was not the issue; the technology was the deciding factorThe customer owned a modem that was designed to use ATM, any speed or ***+ technology circuitsThese are both older technologies than the current circuit used at this locationThe current location, regardless of speed uses technology called VDSL which will not work with the previous model of modem; they use different technologies which makes the previous model incompatibleAs for the Jack installation, technicians follow the National Electrical Code adopted by the Electronic Industry Association; this insures conformity and safetyThe amount of actual electrical current on the *** jacks installed by the technician is so low that it cannot impact a human of any age whatsoever and should not be a concern for the customer’s young child; even if the child was to chew through the line; it’s not an issueIn the case of the wire itself, there are various types of wall adhesive coverings (tapes) that can be used to hide the cable that are designed for the wall as to not damage the paint or surface at a later date and these should be a viable solution should the wire be the issueIf as the customer states, the actual work done was done poorly, please take pictures and provide these as an attachment so that Centurylink can evaluate the quality of the installationIf there isn’t anything wrong and it’s just a matter of the on site adult not telling the technician exactly the location requested or that the location requested could not be accommodated, the company can send a technician out to install an additional jack but the customer is charged for time and materialsThere are two promotional options for the customer and they both require paperless billing and autopayment to receive the additional $discount for the duration of the termThey can have the month promotional rate which for months is $less $additional for the paperless billing and autopayment or they can get a slightly higher priced promotion for months which is $less the $additional for the paperless billing and autopaymentIf both the paperless billing and autopayment are not on the account, the $additional discount is removed as is indicated on the customer’s first and 2nd month’s statementsThere is nothing deceptive about these promotions, they are pretty straight forward and all terms and conditions are listed on the billing statements as well a recap of what was ordered is mailed to the customer prior to the first billThis gives the customer time to opt out of the services within the first thirty days if not satisfied for any reasonDue to the multiple misunderstandings or possible lack of disclosures the charge for the modem will be adjusted in the amount of $plus tax which comes to $114.27; reference number for this adjustment is ***CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***
***

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account, [redacted].  I would like to apologize for the installation delays and the less than exemplary service that Ms. [redacted] recently received from CenturyLink representatives.  Her comments are...

appreciated and, to improve customer service, will be investigated.  Our records indicate Ms. [redacted] cancelled the installation order on December 4, 2017.  CenturyLink regrets any inconvenience Ms. [redacted] experienced.   Margaret CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: I am waiting until the issue is resolved to close.
Sincerely,
[redacted]

Our records indicate Ms. [redacted] also submitted a complaint with our Executive Office regarding her concerns.  Ms. [redacted] has been working with a Manager in our Executive Office.  To avoid duplication of efforts, the Executive Office Manager will be the primary source of response to address...

the customer’s concerns.  I have attached a copy of the letter that was sent to Ms. [redacted] on March 19, 2018 for her review.   Margaret CenturyLink Customer Advocacy     March 19, 2018   R: [redacted]   [redacted]   Dear Ms. [redacted],   Thank you for your letter to Mr. P[redacted].   I reviewed your account information as we discussed on Monday, March 19, 2018,  which indicate your rates are correct.  You are guaranteed the $57.00 promotional discount through January 16, 2019.  However, rates are susceptible to rate increases as mentioned on page 7 of your last billing.   CenturyLink apologizes for any in convenience.   Best Regards,   Rick Case Manager Customer Advocacy Group CenturyLink

Complaint: [redacted]
I am rejecting this response because:today's date is 5/11/18 and we're awaiting the 5/28 bill from Century Link in the price for life amount quoted in our original discussion of $40.
Sincerely,
[redacted]

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training. Upon review, According to Mr. [redacted], installation and order...

delay was due to the previous customers working service left in. Unfortunately service that has not been removed by previous parties can result in a delay for any new service order. On April 21, 2016, Mr. [redacted] was provided a full explanation for his billing. In regards to Mr. [redacted]’s credit request for $459.59, that amount cannot be rectified. I have left Mr. [redacted] a voice message with my callback information for any further questions or concerns. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review the handling of her account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training. Upon review, Ms. [redacted]’s billing concerns were...

addressed and resolved on March 7, 2016. At that time, an adjustment of $84.89 was processed and the monthly billing was corrected. I left Ms. [redacted] a voice message with my contact information for any further question or concerns in regards to this complaint. ** CenturyLink Customer Advocacy Group

CenturyLink has provided Mr. [redacted] copies of his monthly bills from November 2016 to the February 25, 2017 Revised Closing bill, which Mr. [redacted] has confirmed he received.  The monthly bills are Mr. [redacted]’s ‘Statement of Account’, as the bills reflect itemizes charges, payments received, and balance due.    The February 25, 2017 Revised Closing bills is the last bill printed, as the account has been closed.  As stated in previous Revdex.com responses, a payment for $269.32 was received on March 13, 2017, reducing the balance due to $407.13, the current balance due.  The $407.13 balance due is derived from the $676.45 total amount due on the February 25, 2017 bill less the $269.32 payment received on March 13, 2017.  The payment for $269.32 posted the account in two parts, $183.63 and $85.69, as stated in the previous Revdex.com response.  In addition, the February 25, 2017 Revised Closing bill reflects the payments that were reversed on February 26, 2017 on page 3 of 4.   Mr. [redacted] can mail his payment to CenturyLink, PO Box 91155, Seattle WA 9811-9255.  The mailing address is also located on the monthly bills.  It is imperative that Mr. [redacted] include the account number, [redacted], with his payment.   Margaret CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for a quote that was incorrect or was misunderstood. This is unfortunate when it occurs but agents like customers are human and do make mistakes. That said, this pricing...

that the customer understood the total monthly services would be is not a standard price nor does it fall in line with any of the combined promotional pricing that would concur with the services provisioned. In these instances we do appreciate the opportunity to assist the customer and if at all possible at least to come close to what was either misquoted or misunderstood but since there is no way to actually manipulate the pricing there is little that can be done other than to allow the customer to opt out of the services with no cost or penalty, or the cost understood for the duration of the time used and no penalty for early termination of service. A review of the account indicates that this has already been done and should provide that this complaint be close resolved. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:The promotional discount I was offered was the same as the one I had since the beginning on the service. I have on record the chat with the costumer service agent where it says my bill was gonna be the same as always, $53.The credits I received were equal to the difference between the extra amount and the $53 bill amount, proving again CenturyLink recognize they are overcharging me. All I want is my bill to be the same amount as always.
Sincerely,
[redacted]

I have reviewed the customer's reply regarding disputing their service agreement. We remind our customer's each month on their bill when their service agreement ends. It states on their bill each month " You are receiving a reduced monthly rate for your High-Speed service because of your 12 month term commitment. When your current agreement expires on 05-06-2017 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless bill.  Based on us correcting the customers billing error and monthly service agreement disclosures we sustain this service agreement as valid.Sincerely,Mr.[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing dispute. I have reviewed the now closed account and show the bill was higher than expected due to prorated and one time charges on the first bill. We apologize if the customer wasn't advised that the first bill would...

be higher due to these charges I have adjusted $50.00 off the account as a courtesy leaving $93.06 the customer owes. We believe this is a fair resolution since the customer did have and used the service for a month and a half.Sincerely,[redacted]