CenturyLink

Centurylink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account. I would like to apologize for the less than exemplary service that Mr. [redacted] 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 the service was canceled on 02/23/18 and then a new account was established on 02/26/18  due to the mistake of the cancelation date. Our records show that the account opened on 02/26/18 still currently active. If Mr. [redacted] needs us to cancel this account please let us know or contact our team at 1-800-244-1111 Centurylink regrets any inconvenience Ms. [redacted] has experienced  Sincerely, Mr. C[redacted]

01/31/2017 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of the CenturyLink account provided, I found that Mr. [redacted] is not an authorized person on the account.  Per CenturyLink’s regulatory...

CPNI regulations, CenturyLink can only discuss account details with the account holder or person’s whom the account holder authorized on the account through CenturyLink’s customer service after the account has been verified.  In cases where there are no authorized persons on an account and the account holder is incapacitated, a Power of attorney of the account holder to another party is required. Mr. [redacted] will need to retain the Power of attorney then contact CenturyLink at [redacted] to obtain the fax number he will need to send the Power of attorney along with a letter containing his name and contact information, the CenturyLink account number, the CenturyLink account holder’s name and a brief request to be added as authorized person on the account. CenturyLink apologizes for any inconvenience this may have caused, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer has thirty days to try out the service and if not to the customers liking the customer can cancel without any early termination fee. That said, the...

customer appears to have changed providers and is no longer using the service. The customer is only one month away from meeting the term requirement and since he is not using the service any longer and appears to not have used the service since January has paid an amount equal to what he would have paid without any promotional term applied. As such the customer can call in and cancel at anytime as the account will be noted that the early termination fee will be waived. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:  I'm not rejecting this yet.  I need some clarification, just to be certain that CenturyLink and I have the same understanding of what we are agreeing to do.  Ms. [redacted], the CenturyLink Customer Advocate, wrote she has "...established a preferred payment date of the 4th of every month.  In instances, where the reflected due date is not the 4th, it is noted that this is the date you will be paying."  Does this mean my bill will be due on the 4th of each and every month without exception, regardless of the fluctuating due dates produced by CenturyLink's convoluted billing formula?  If CenturyLink's convoluted billing formula arrives at a due date prior to the 4th, will I be charged a late fee or be subjected to any kind of penalties or adverse reaction from CenturyLink?
Sincerely,
[redacted]

I have reviewed the customer's reply. I checked the closed account and show the last bill was from 4/10/16 I did the $106.74 credit on 4/12/16 which is why it didn't show up on that last bill the account is now a zero balance. Sincerely,Mr.[redacted]

Complaint: [redacted]
I am rejecting this response because:      As I have explained to every representative that I talked to at Century Link, upon cancellation of my service there was no mention of returning any hardware.  I have even asked that they pull up the recording of the conversation so they can verify that there was no instructions about any returns.  They claim that they sent a shipping label on the 20 of November, if they did we never received said label.  They chose to ignore or reject that happening as well.      They are asking for something that they know I have no power to produce and send.  They will not even allow me to purchase the same hardware and replace the equipment that I no longer have.  They have made it clear that Century Link's intent from the beginning has been to charge a inflated price for a modem that they don't care about replacing.  They are asking for more than five times the value of the product and excepting nothing less.     This is nothing short of robbery in all practical terms.  Demanding a unreasonable amount for outdated equipment, making a claim of informing me about shipping instructions and return labels that they are not willing, or can not, confirm were sent or communicated.  In short Century Links intentions have been to made clear that there goal is to profit as much as possible using shady and unethical business practices.
Sincerely,
[redacted]

I have reviewed the complaint from [redacted] regarding his service being down while changes were done to his account. I reviewed the account notes showing this matter was resolved the following day. We certainly understand  his frustration as we all rely on our internet service daily. I have issued...

a courtesy credit on [redacted]'s account which will post on the next statement. We are happy to further assist as needed. Sincerely,Mr.[redacted]

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].  A March 22, 2017 Revised Closing bill was issued, reflecting a credit balance of $58.36.  Our records indicate a refund check (#[redacted]) has been issued for $58.36 and cashed on April 19,...

2017. CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

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

in 3659 was paid in full. In September of 2017, [redacted] for our executive office located the payment and had it applied to the correct account number. The bill for $252.97 has been paid and there is no longer a balance due on that account. I searched our records database and was unable to locate any other account with a balance due under [redacted]. If there is different account number on the statement she received, she may provide that and I can address any concerns on that account.   CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted]

I have reviewed the service complaint from [redacted] regarding not receiving the internet speed she subscribed to. I would be happy to further assist with this complaint if the customer can provide me the CenturyLink account number unfortunately she didn't provide it. SincerelyMr.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  We are of the opinion that although the service provided by CenturyLink still continues to disconnect far too often that it should, that CenturyLink remains a cheaper provider of internet service than its competition.  CenturyLink did offer us come financial credits regarding these issues, though I think the credits should continue in the future as long as they cannot provide a consistent quality service to its customers.
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   The previous reply explains how this happens and that the carrier porting out to actually request the account service port incorrectly which resulted in the stand alone service account being created.   It was also explained that the disconnection has been back dated to the date of the port out which should negated the charges.   The customer has been contact information should there be any further review or assistance required.   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

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, I verified Mr. [redacted] placed an order for...

CenturyLink high speed internet service on 01/02/2018. Unfortunately, his order is delayed. Our technician has made contact with Mr. [redacted] and provided him with information regarding the delay. The technician will be in contact with updates when they are available.   CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted]. Amber CenturyLink Customer Advocacy Group Tell us why here...

Initial Business Response /* (1000, 4, 2015/09/29) */
CenturyLink appreciates Mr. [redacted] writing regarding his recent experience with our company. I regret to inform Mr. [redacted] that he did not include sufficient information for CenturyLink to conduct an investigation. In order to investigate the...

complaint, the CenturyLink account number will need to be provided. I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful. Once this information is received, CenturyLink will be happy to investigate further.
[redacted]
Customer Advocacy Group
Initial Consumer Rebuttal /* (3000, 6, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My centurylink account number is XXXXXXXXX.
Final Business Response /* (4000, 8, 2015/10/13) */
CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, XXXXXXXXX. I would like to apologize for the less than exemplary service that Mr. [redacted] 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.
On October 1, 2015, an order has been issued to disconnected Mr. [redacted]'s service effective October 15, 2015. Per the notations on the account, the representative agreed to waive all Early Termination charges. I will monitor the account to ensure and Early Termination Fees have been adjusted.
CenturyLink regrets for any inconvenience Mr. [redacted] has experienced.
[redacted]
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 10, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for taking the time to review my account.
The agent that I spoke with who agreed to waive the ETF was [redacted] did a great job and was the only agent that seemed to understand my situation. I actually had one agent laugh about the whole issue, which was mildly infuriating. I'm not sure if she actually gave me the correct info, but the agent that laughed about this was [redacted] and her ID number is XXXXXXX.
Again, thank you for your time. I believe that CenturyLink has resolved this issue by agreeing to cancel my account without the early termination fees.

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 with Mr. [redacted], I agreed to have a technician...

dispatched to remove the exposed wire in concern. The technician will be provided Mr. [redacted] callback information for any further follow-up ** CenturyLink Customer Advocacy Group

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. At this time, all of the charges...

associated with this account have been negated. The account never went to collections and as such there isn’t any reporting to any of the credit bureaus so there’s no adverse credit impact. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,   Steve S[redacted]

CenturyLink appreciates the opportunity to review Ms. [redacted] account, [redacted], for [redacted].   An Escalation Representative is currently investigating Ms. [redacted] complaint.  A billing ticket ([redacted]) was issued...

on April 11, 2018.  The dispute will be reviewed for any adjustments that may be due to the customer.    The account was set-up for paperless billing to be retrieved through our Control Center.  However, a payment was never made on the account.  Late notices were generated to the address on the invoice.  It appears the Billing Address was incorrect, as it was changed on July 12, 2017, the date of the customer contact.   The disconnect date on the account was November 30, 2017, with an effective bill date of October 20, 2017.  Generally, disconnection occurs thirty days from the request date, if the account is under contract.  [redacted] was on a 36-month term.  The account reflects usage from the record of calls, beginning on February 2, 2017 through September 18, 2017.  The repair tickets are being reviewed, in conjunction with the billing ticket.   Ms. [redacted] should expect a response from the Escalation Representative assign to the billing ticket, once the investigation is complete.   Margaret CenturyLink Customer Advocacy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will not be 100% positive until I receive the March bill
Sincerely,
[redacted]

CenturyLink appreciates [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, I verified [redacted] transferred his...

service ,account number [redacted], from his previous address on 10/26/2017. Due to the transfer of service, the account number changed to [redacted]. The billing for his previous account carried over to the new account. He can disregard the billing under the old account, [redacted]. The new account, [redacted], has since been disconnected on 11/20/2017 and backdated to 10/18/2017, causing the service to credit back to 10/18/2017. He will receive a final bill with the credit back to that date in approximately two weeks.  CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted].[redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because I have never received my postcard about my reward and it has been well over 5 weeks since I added my account to autopay.  There was no customer confusion surrounding this offer - no one in your company is able to assist me with something that was sent to me in an email.  I am beyond frustrated that you are still deflecting this issue.  I am attaching a screenshot of the email I received stating that I would receive an giftcard for signing up for autopay.  I signed up for autopay and now no one wants to honor my giftcard.  I would very much like Centurylink to honor what they said they would do in the attached email.
Sincerely,
[redacted]