CenturyLink

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.
Sincerely,
[redacted]-[redacted]

Complaint: [redacted]
I am rejecting this response because of the reasons stated previously, abysmal service for the first six months following installation, excessive wear and tear on the modem, time lost, and aggravation.
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   Checking technical notes as far back as April, the information had less to do with the services not working correctly but that there was other issues connecting third party devices wirelessly even when they worked wired directly to the various third party provided equipment.   The customer had already decided or had switched services even after the offer to send a technician out to troubleshoot the issues the customer was having and the customer refused indicating he would “report them as not resolved” so the ETF could be waived.   Additionally, though the customer indicated that he was unaware of the early termination fee when calling in to disconnect the notations from the time the change to the service was initiated the customer, per the account notations indicated that he was informed and that he did agree to the term for the reduction in price.   The bill also states as much every month and an order confirmation is also mailed at the time of the agreed upon promotion was added outlining all the terms and conditions.   Based on this information CenturyLink feels that it made a good faith effort and the customer made a decision of their own volition knowing that the termination fee would be assessed if service terminated prior to the term date and made the decision anyway.   In lieu of this documented information CenturyLink feels that the requested adjustments to the account are not a valid reason to reverse/refund the $119.80 early termination fee nor any monies spent to purchase any equipment that was used to provide the service.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

05/06/2016CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue.  After careful consideration, we find our original investigation and response to be valid. I found no record of the price Mr. [redacted] states was quoted to him at $134.14 including all fees. CenturyLink finds the promotional discounts and monthly recurring charges to be valid and has sustained the charges. 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 filed and found the following: Subsequent to this reply, the customer filed a duplicate complaint with the [redacted] Attorney General’s office and was given the following resolution:  ...

“Reviewing the account records confirms the customer is on our 24-month Price Guarantee.  The recent $5/month increase in Prism TV has been offset by a corresponding $5 increase in the Prism Promotion from $37.00 to $42.00. The customer is still paying the same rate as prior to the price increase.   Our records show that a $175.00 gift card is being processed and should be sent via US Mail to the customer within 10 business days.”   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

05/06/2016CenturyLink has reviewed our previous responses to Mr. [redacted] issue.  After careful consideration, we find our original investigation and response to be valid. I found no record of the price Mr. [redacted] states was quoted to him at $134.14 including all fees. CenturyLink finds the promotional discounts and monthly recurring charges to be valid and has sustained the charges. CenturyLink has closed this complaint. Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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.

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, I couldn’t locate the final bill in concern for...

the amount of $134.24. The account number Ms. [redacted] provided has a valid owed balance of $9.42. I left Ms. [redacted] a voice message with my contact information for any further questions or concerns regarding this complaint. I apologize for any inconvenience CenturyLink may have cause Ms. [redacted]. ** CenturyLink Customer Advocacy Group

Our records indicate Mr. [redacted] spoke with a representative on January 8, 2017.  Order [redacted] was issued to install Home Phone and Internet service on January 18, 2017.  The due date on the order was changed to February 18, 2017.  This order was cancelled on February 17, 2017.  A new order ([redacted]) was issued on February 17, 2017 to install Internet service.  This order completed on February 22, 2017 and account [redacted] was established.   Upon review of the call from January 8, 2017, Mr. [redacted] was advised of the $19.95 [redacted] charge for shipping and handling.  After speaking with a supervisor, Mr. [redacted] agreed to the charge and provided his credit card number.  The representative ordered new [redacted] service, in his wife’s name, in order to save Mr. [redacted] money.  The representative should not have established new [redacted] service.  Instead he should have combined the existing [redacted] account with the new CenturyLink account for billing.  CenturyLink has provided appropriate coaching with the representative involved.   Mr. [redacted] was advised on several occasions during the call that a credit check would be performed, in order to set up CenturyLink Internet and [redacted] service.  Mr. [redacted] did not dispute the check or advise the representative that he did not want the credit check performed.  The representative did advise Mr. [redacted] it would be a soft inquiry and all CenturyLink inquires are hard inquiries.  The previous Revdex.com response advises how to have the inquiry removed.  Again, CenturyLink has provided appropriate coaching to the representative involved.   [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Ms. [redacted] account, 402 333-6194 551.   Our records indicate the account was established on June 18, 2014 for billing of our Prism product.  The account was disconnected on October 16, 2016.  Ms. [redacted] was correctly billed...

each month for HBO, which is not included in the Prism Essential programming package.  The additional HBO charge was reflected on every monthly statement since the account was established.  Upon review of the account notations, there are no notations that Ms. [redacted] contacted CenturyLink to question the HBO charge or request the removal of the HBO product.  The charges for HBO are valid and have been sustained.      [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: I called CenturyLink, using the number [redacted].  What was left out of the response was that the CenturyLink customer service person I spoke with told me that [redacted] is their partner and they handled my call. When I noticed the Hard Credit Check on my credit report, I called CenturyLink who told me to call [redacted].  I called [redacted] and they told me that CenturyLink because they made the mistake, therefore, they must fix it. I did not give CenturyLink permission to give [redacted] my personal social security number or permission to run a credit check, even if they are partners.  CenturyLink, needs to fix my credit report since they incorrectly ran the credit check under the "partnership" of [redacted].  If I understand your rules correctly, you should have my voice on file authorizing a credit check and you don't.  Therefore, you need to remove the Hard Credit Check. BTW, I only get 1.5 mps. Answer the question of how your representatives messed up and stop burying your non answer with how your poor service and unkept promise that you are up grading our area in 6 months.  This line has been told to me for the last 10 years. 
Sincerely,
[redacted]

CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue.  After careful consideration, we believe our original investigation and responses to be valid.  CenturyLink has closed this complaint.   ** CenturyLink Customer Advocacy Group

11/03/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Ms. [redacted]’s CenturyLink account, I found that the account is receiving the following Promotional Discounts Discount presented on every...

bill statement along with the disclaimer that explains the 12 month term commitment and the expiration date of the term commitment: -------------------------------------------------------------------...⇄ and Home Phone Promotion Month 6 of 12 11.05 High-Speed Internet Loyal Customer Credit 6 of 12 7.00 --------------------------------------------------------------------------------...⇄ Promotional Discounts $18.05--------------------------------------------------------------------------...⇄ of Your Internet and Home Phone Charges Internet and Home Phone Service Period: May 16 - Jun 15  Internet Service and Local Phone Service reflects charges, fees, usage & discounts provided by Qwest Corporation DBA CenturyLink QC.  You are receiving a reduced monthly rate for your High-Speed Internet service because of your 12 month term commitment. When your current agreement expires on 04-27-2017 your monthly rate will change to the standard rate. --------------------------------------------------------------------------------...⇄  Should Ms. [redacted] wish to disconnect her CenturyLink service she would be required to contact CenturyLink at 1-800-244-1111 (Per CPNI verification process, changes must be requested over the phone for proper verification processes). CenturyLink has sustained the contractual obligation if the service is disconnected before the contractual expiration date of 04/27/2017. CenturyLink has closed this complaint.  Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/08/07) */
CenturyLink has received a copy of Revdex.com case number XXXXXXXX, created by [redacted].
CenturyLink has reviewed this complaint and has found that this address has never had CenturyLink services and we are currently unable...

to provide new services to this location due to some construction and engineering obstacles. I have escalated this issue and the issue of the behavior of the technician to the area plant supervisor and area operations manager for further investigation.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (3000, 6, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke with yhe first sales rep they told me that it showed there had been service. Also I would luke the answer to what they are going to do to compensate my time since they didnt show in the time frame that was agreed on.
Final Business Response /* (4000, 8, 2015/08/17) */
CenturyLink has escalated this to the area operations manager and has found out more info.
Per the operations manager "We have a bad section of cable that caused us to initially deny the service. My cable tech has been able to get one good pair through the section and is available if the customer still wants the service. We have submitted an IPC to have the section replaced."
Since we were able to get 1 pair through the bad section we should be able to provide speeds up to 10Mb download if this is something Mr. [redacted] is still interested in.
Please reply back through the Revdex.com complaint and authorize if you would still like our services. I can place the order to install the services for you. We would keep the $50 bill credit on the account and monthly service would be $49.95 monthly for the package or $39.95 if Mr. [redacted] signs up for autopay service. This would be the pricing before monthly equipment lease fee of 8.99/month and taxes. Please nots, this discounted rate would require a commitment to keep the services for 12 months or an early termination fee up to $200 would apply.
Thanks,
[redacted]
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 10, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not interested in service from this company. And not completely satisfied but done dealing with it.

Our records indicate Mr. [redacted] submitted a complaint with the Office of the Attorney General, State of Florida regarding his concerns.  A response from CenturyLink was sent to the Florida AG on January 21, 2016.  Please refer Mr. [redacted] to the FL AG response for more...

information.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.  [redacted]
Customer Advocacy Group

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 in finding an account in Mr. [redacted]’s name.  Once this information is received, CenturyLink will be happy to investigate the complaint.      ** CenturyLink Customer Advocacy Group

CenturyLink appreciates the opportunity to review Mr. [redacted]’s account, ###-###-#### ###.   Our records indicate the account was disconnected on October 5, 2015.  Customers have thirty days to return the leased equipment or they will be charged the purchase price of the modem....

Our records indicate a return label packet was sent to Mr. [redacted] on October 6, 2015 and another packet sent on October 20, 2015, as reflected in our Revdex.com response to complaint #[redacted].  Our records do not reflect the modem was returned.  On December 5, 2015 the account was correctly billed $107.79, the purchase price of the equipment.  If Mr. [redacted] has returned the equipment and has the [redacted] tracking number, I would be happy to investigate further. CenturyLink regret any inconvenience Mr. [redacted] has experienced.  [redacted] CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] regarding internet problems and a out of service credit request. I show the customer's internet service is running at 100 % train rate and has a stable connection it seems the problem was resolved. The notes on the account also show...

the customer's $25 our of service credit request was issued 7/26/16. We apologize for the delay in this resolution.Sincerely,Mr.[redacted]

CenturyLink appreciates Mrs. [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, I verified Mrs. [redacted]’s billing error was...

resolved on August 11, 2016, at that time the billing was corrected and fixed. I apologize for any inconvenience CenturyLink may have cause Mrs. [redacted]. ** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/09/08) */
CenturyLink has received a copy of the Revdex.com Complaint# XXXXXXXX, created by [redacted].
Even though our policy is to only adjust off 90 days of charges once brought to our attention by a customer (this is due to all...

charges are clearly printed on the billing statements each month), I have made an exception and have credited this account an additional $107.88 for the overcharges.
CenturyLink apologizes for any inconvenience.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, satisfied with them finally giving me my own money back, but the companies handling of the problem is inexcusable. Why it took this long, and having to talk to endless supervisors and then having to file this Revdex.com complaint before something got done is a major problem on their end. I have canceled my service with them and I can guarantee I will never use this company again. Why in this world of cell phones the land line company would choose to lose and 20+ year customer over $107 is just poor business practice. Thank you very much Revdex.com for getting me justice.