CenturyLink

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: Exhaust situations occur due to increase in demand from the persons that are on a given switch. When this happens, CenturyLink does not continue to sell service on...

these switches. This customer is currently on the maximum speed and is being provided with between 112% and 117% of the purchased speeds. Download speeds will vary on wireless connections and are not guaranteed. Information regarding future updates is considered Centurylink Proprietary Marketing Network Information and usually is not divulged to the public until such time the build is in place. I have checked as a courtesy to this customer and this area is most likely to see upgrades to the area sometime around December of 2018. That is not guaranteed, but is on the schedule. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    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, This issue has already been escalated to the...

Federal Communications Commission. Mr. [redacted] will receive a response for all concerns through the FCC process. ** CenturyLink Customer Advocacy Group

On February 23, 2016 Mr. [redacted] spoke with one our CenturyLink Supervisors regarding this matter. At that time, Mr. [redacted] was advised the service promotion had been present on the account  for 4 months. CenturyLink only keeps call records for 45 days. Mr. [redacted] advised the Supervisor he was told by a different Manager the early termination fee would be waived. In response to  Mr. [redacted]'s claims, the Supervisor could not find and notes in regards to Mr. [redacted]s claims. Mr. [redacted] them stated, the Manager said she would expire the agreement and Mr. [redacted] can pay the regular price from the time the promo was added to the disconnect date. The Supervisor advised Mr. [redacted] the charges would have been $72.94+TAX, the difference in the amount in dispute would be around the same offsetting cost as the regular rate. I have left Mr. [redacted] a voice message with my direct contact information for any further concerns or questions. ** Customer Advocacy Group

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, This issue has already been escalated to the...

CenturyLink President’s office. Mr. [redacted] has already received a response for all concerns through the CenturyLink President’s office. JJ CenturyLink Customer Advocacy Group

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]’s installation concerns were...

addressed on June 23, 2017. At that time, the installation was complete. I referred [redacted] to our tier 2 broadband group for other service concerns. CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted]. ** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding promotion requirements dispute. Unfortunately there isn't any way to give a customer a promotion that requires auto pay the discount without auto pay our billing system doesn't allow it. I do see the customer has since called...

in and was given a new promotion that doesn't require auto pay and there bill was adjusted. Due to this conflicting information I have gone ahead and adjusted the 4 late fees since March the $28 credit will show on the next bill. We apologize for the time and frustration this has caused for our customer. Sincerely,Mr.[redacted]

CenturyLink appreciates the opportunity to review Mr. [redacted]’s account, [redacted].   Our records indicate the account was established on December 10, 2015 and disconnected on January 25, 2016.  While Mr. [redacted] had service for over thirty days, I have agreed to issue an...

adjustment under our thirty day guarantee.  A credit for $314.18 was applied to the account on March 8, 2016.  The account currently reflects a zero balance due.  Mr. [redacted]’s account was in pre-collections. Thus, no credit reporting has occurred. CenturyLink regret any inconvenience Mr. [redacted] has experienced.  [redacted] CenturyLink Customer Advocacy

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]’s service was cancelled...

on 08/04/2016. His service had a contract associated with it. An agent issued a credit for the contract termination fee due to speed issues that Mr. [redacted] experienced. Mr. [redacted] was renting a modem. Upon cancellation of service, the modem is to be returned. to CenturyLink. We sent him a prepaid [redacted] shipping label on 08/14/16. The return label comes with instructions on returning the modem as well as details on what would occur if it was not returned. We did not receive the modem back in the time frame allotted. When this occurs, the customer is charged $99 plus tax. Mr. [redacted] contacted CenturyLink when he received a bill, in April 2017, with the modem charges included. At that time, the agent sent another prepaid [redacted] shipping label to him. Since then, we have received the modem. I have issued a credit of $105.49. I also contacted our financial service department and ensured they cease any collection activity as well as remove any reporting from his credit.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].AmberCenturyLink Customer Advocacy Group

1/15/16 The foreman contacted me and advised they have been in contact with the customer regarding their service. Repairs were completed to the facilities The foreman indicated he issued service credits to the customers account. Centurylink apologizes for the problems the customer has encountered with their service.[redacted]/Centurylink Manager

Complaint: [redacted]
I am rejecting this response because:The fact remains that you're customer service people gave me the run around when trying to resolve this matter and I had to miss a whole day of work because of it. It also took several phone calls and several hours of my time to get my balance credited back. I will never recommend your services to anyone. These variables you speak of are just a way for you to get around false advertising claims and it's wrong and unethical. 
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a service dispute. After investigation of Mr. [redacted]'s  account it has been found that our server is showing that the customer  has a great connection on the line and its trained at...

100% Our records show that Mr. [redacted] has contacted our technical support previously and a new modem was sent due to a malfunction of the modem that Mr. [redacted] was using. We also noticed that there was a brief outage in his area that has been resolved. Mr. [redacted] was informed of the outage in early August when he called our technical support. We ask the customer to contact our technical support for any further questions or issues that may arise. They can be reached at [redacted]. Additionally, CenturyLink does not compensate for time spent. CenturyLink apologizes for any frustration. Sincerely, Mr. [redacted]

As previously state, Ms. [redacted]s account has been disconnected and is currently at a zero balance due.  Account [redacted] is closed.   [redacted] 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, but am appalled with their  statement that they will disconnect me, when I have never been connected.  Their service man called me stating, "I will be there in a few minutes.", but after waiting all day he never arrived. This occurred after a month of my original attempt to get their service.  Too little too late.  The worse company I've ever (tried) to do business with. I am also appalled that a Centruylink representative called me this day telling me that, "You are refusing to work with us."  This is annoying and laughable since they never worked to correct my service problem and kept billing me after my repeated responses that I never had their service.  This phone call came from a private number after I requested that they have no further contact with me.
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   It has been determined that the customer made a good faith effort to allow CenturyLink to address the quality issue in regards to the services provided.  ...

In lieu of this an adjustment in the amount of $382.70 has been issued to cover the early termination fees and residual bill.   Reference number for this is [redacted].   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

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 have not checked my bill yet to see if I was actually issued any credits since September but I will check my next bill and look for an additional credit amount since we have been having issues since September 2015.  A service tech came by our house this morning to make sure everything had been addressed and I told him it had been, except we still have static in our phone line when it rains but the the service has been much better just the past 2 weeks.  Someone called mty house also last week to let us know that they had finished with our repairs.  They gave this message to my 8 yr old and did NOT talk to an adult in the house.  After we went the entire Christmas weekend with NO phone service at all.Thanks Revdex.com for all your help.  I could not have gotten this far without you!!

I have reviewed the complaint from [redacted] regarding an unpaid balance on a closed CenturyLink account. I reviewed the final bills and account notes showing [redacted] was advised on 03/09/18 the balance was from Direct TV charges we paid to Direct TV in full of $142.25- $34.73 credits for CenturyLink...

services= $107.41 due. The notes indicate that the customer received a refund from Direct TV in the form of a gift card since there wasn't an active account to credit. CenturyLink understands how this can be confusing on final bills that are combined billed with third party partners. Sincerely,Mr.T[redacted]

CenturyLink has reviewed our previous response to Ms. [redacted].  Ms. [redacted] did not provide any new information regarding her complaint.  After careful consideration, we believe our original investigation and responses to be valid.    [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted]   CenturyLink has received a copy of the Revdex.com rebuttal complaint for [redacted]. Please see our findings below:   As confirmed in our original response and via a response to Mr. [redacted]’s complaints to the [redacted]’s office and the Federal Communications Commission, both filed during August 2016, the CenturyLink bill Mr. [redacted] is disputing is for our internet service he had at [redacted] [redacted]. He connected service at this address on 2-21-13.  Mr. [redacted] had the service disconnected on 2-14-14. The bill for $48.29 is his final bill amount covering the time frame form 1-25-14 to 2-21-14 at the [redacted] [redacted].    The last payment we received from Mr. [redacted] was for $135.98 covering the time frame from 11-25-13 to 1-24-14.     CenturyLink reviewed both complaints and our previous response. Since Mr. [redacted] offers no additional information, CenturyLink stands by its prior decisions to uphold the disputed charges, as they are correct. We apologize for the inconvenience Mr. [redacted] may have experienced in regards to this matter. get information from our customer service office about this bill.   Sincerely,   Mrs. [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Tell us why here...

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, [redacted].  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 Mr. [redacted] agreed to place his account on vacation suspension on November 22, 2016.  The order included a six-month promotional discount, which off-set the monthly cost for six months.  The account was disconnected on November 28, 2017.  In an effort to satisfy, a credit for $113.93 was issued on January 18, 2018.  The account currently reflects a zero-balance due.   CenturyLink regrets any inconvenience Mr. [redacted] experienced.   Margaret CenturyLink Customer Advocacy

11/03/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] regarding credit adjustment request.  Below are our findings: Upon research of [redacted]’s CenturyLink account, I found the Revdex.com response issued on...

09/11/2016: -------------------------------------------------------------------...⇄ 09/11/2016 Response to the Revdex.com:To whom it may concern:Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] and found the following:  The monthly reoccurring discount the customer is supposed to get has been added as verified by notations on the account effective September 9th, 2016. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely, [redacted] Executive Office Regulatory Escalations Analyst-------------------------------------------------------------------------...⇄  I reviewed the account and found that the 09/23/2016 statement did not reflect the $10.00 however the discount did apply on the following statement date 10/23/2016. I have issued the requested adjustment of $10.00 that will reflect on the account off of the 10/23/2016 balance. CenturyLink strives to provide quality products and services and appreciates the opportunity to address this issue. We apologize for any inconvenience that may have been experienced related to this situation. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care