CenturyLink

Complaint: [redacted]
I am rejecting this response because:Please see the proof. 1)      The initial email shows my original estimated bill.2)      When I signed up I signed up for a package deal and ordered a combo pack for [redacted] and Century Link together – I don’t receive separate bills I get one bill from the same company so for them to say to discuss separate is insane 3)      They never sent me any of the figures attached. The lied I never got these amounts or breakdowns in fact their representative in the chat even said the bill was messed up and said I was due a refund4)      The rep said he was going to credit me for $40 and this has never happened5)      My bill is still incorrect and way off compared to what I was quoted6)      Had they been honest up front I never would have signed up why didn’t they advise all their hidden fees – they state it was a bundle I signed up as such I didn’t call multiple companies so they should resolve.  Also I need confirmation they are cancelling the following services prior to the free trial period end date I don’t want them to extend beyond the free trial ·         [redacted] – free for 3 months I want termed at 2 months 29 days ·         Premium Web Packs the webchat signed me up is termed immediately·         Update my name to [redacted] not [redacted]   
Sincerely,
[redacted]

I have reviewed the complaint from [redacted] regarding a request for credit due to her service being out. I show this matter was resolved on 03/20/18 we credited [redacted]'s account for 2 months of service it has already posted to the account. CenturyLink apologizes it took soo long to resolve the service...

issues we certainly understand her frustration. Sincerely,Mr.[redacted]

CenturyLink appreciates the opportunity to review Mr. [redacted] account, [redacted].  Mr. [redacted] has received several 12-month promotional discounts on his account.  As the discounts expired, his monthly cost increased.  The most recent promotional discounts expired on February 15,...

2018.  Because the $9.78 and $30 promotional discount were expiring, the February 10, 2018 bill was higher ($68.48) than it had been in the previous twelve months, due to the pro-rate discounts.  Information regarding the expiration of the discounts is on the monthly bill.  The following verbiage was from the January 10, 2018 bill.   Pure Broadband Monthly Recurring Charges 64.95 Discounts Autopay Promotional Discount -$9.78 (Expires 02/15/18) Promotional Discount -$30.00 (Expires 02/15/18)   Our records indicate Mr. [redacted] spoke with a representative on February 21, 2018 and a new promotion was added to his account.  As reflected on the March 10, 2018 bill, the new promotional rate is $45 per month before taxes, surcharges and fees. CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

Thank you for the account information I have adjusted the $57.84 charge and requested our Order Support Department to make sure the customer doesn't get charged for [redacted] service they tried to but couldn't get.Sincerely,Mr.[redacted]

CASE ID: [redacted]   09/08/2016 CenturyLink has received a copy of the Revdex.com complaint for [redacted]. Below are our findings:   Review of Ms. [redacted]’s CenturyLink account confirms CenturyLink has previously received and investigated this dispute in response to a...

complaint filed with the [redacted] and the Federal Communication Commission. CenturyLink reviewed both complaints and our previous response stands: 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.   This bill is correct so we must respectfully decline to issue credit for the $48.29 amount.  We have had collection activity suspended for 30 days to provide an opportunity to pay the bill without contact from a collection agency. CenturyLink apologizes for any inconvenience Mr. [redacted] may have experienced regarding this matter.   Sincerely,   Mrs. [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.
Thank you for your assistance in resolving this.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The business charged me for no reason 8/4/16 of $44.74, then returned the amount and I had the overdrafts returned.Then they charged me again for no reason of 8/10/16 of $44.64, right now my account is negative almost $200.00 due to this.I have filed fraud with my bank due to the fact they not only did not cancel services when I called on 7/16/16 for an effective disconnect of 8/1/16. I also have spent countless hours on the phone trying to correct Hess fraudulent charges with no avail. I have only been met with lies and attitude. Even though everyone besides the autopay people admit that I never should have been charged once, let alone twice. As it stands they stold money and overdrew my account.
Sincerely,
[redacted]

I have reviewed the complaint from [redacted] regarding a billing dispute and request to have her account canceled. I reviewed the account notes confirming [redacted]'s statement regarding the $85.00 phone jack repair fee. The @ ease feature doesn't cover phone jack installments nor phone jack...

 repair. The notes show we told her it would which was not correct information form us. Based on my findings I have credited the $85.00 fee and the $99.99 modem charge. I have requested the account be canceled and charges backdated to 11/15/17. [redacted] will receive a final statement in a few weeks if she has any questions on the statement  we are happy to further assist as needed. We apologize for the poor service and misinformation that caused this dispute. Sincerely,Mr.T[redacted]

Initial Business Response /* (1000, 4, 2015/11/03) */
11/3/15:: Centurylink apologizes for the delay the customer has encountered while attempting to get the temporary drop removed/buried from their residence. The customer has disconnected their service. A repair ticket was submitted to have a...

technician go out and removed the drop scheduled for 11/4/15. The customers account was issued credit for the $200 early termination charge they were billed.
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

CenturyLink appreciates [redacted] writing regarding her recent experience with our company.  I regret to inform [redacted] that she did not include sufficient information for CenturyLink to investigate.  I was unable to locate an account with the limited information on the Revdex.com...

complaint.  In order to investigate the complaint, the CenturyLink account number needs to be provided.  The CenturyLink account number should be on the collection notice [redacted] recently received.  Once the CenturyLink account number is provided, CenturyLink will be happy to investigate her concerns.  I regret any inconvenience this may cause. *
[redacted]

To whom it may concern: I have received and reviewed the complaint and found the following: In July of 2015, the customers promotional pricing on the high speed internet was in it’s 12th month of 12 and as such in proceeding month there would charges for the service at the regular rate due to the...

expiration of the previous promotion. This is evident in the price increase on the August 2015 bill. The September charges include approximately 1 week of service at the regular rate and the balance of the billing for the month and new promotion as well the addition of the TV services. If you take the customer’s bill less the taxes fees and surcharges (as well any late fees that were incurred as a result of any balances carried forward, you would be at the quoted price. Taxes fees and surcharges are not quoted or are but only estimated as they are different depending on the region the service is offered. The early termination fee that appeared on the November bill has been adjusted off and appears on the December bill as and an adjustment in the amount of . Jan and February are as they are supposed to be and would be less the respective late fees charged for carrying a balance forward. There appears to have been some promotional pricing that changed due to a change in the offer in month 3 of the original promotional price offering and an order to implement another additional credit that would last 12 months from the loyalty department. It would appear the issues of the promotional changes and or efforts to assist the customer with the issues they thought were present due to the bill amounts varying (mostly due to either changes or late fees) that the promotional offering for the [redacted] card was rendered invalid. In lieu of the issue the customer has had, the Centurylink has issued a courtesy adjustment of $150.00 which should address both the promised adjustment and the [redacted] card offer not applied. The reference number for this adjustment is   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

I have reviewed the RevDex.com Complaint from [redacted] regarding a service agreement dispute. I have reviewed and verified the customer is not in a service agreement they are on a month to month basis. We apologize for any confusion or misinformation regarding this...

issue.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:the payment was rejected because you claim you do not accept [redacted] however you did and restore my service when it was disconnected I called to find out why and pay the balance when you wanted to charge me more. Please read the complaint this is exhausting and I explained everything you are saying either help or stop replying your providing no solution only pointing blame. Please advise why the payment was rejected. You are supposed to represent the company
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...

Colorado Public Utilities Commission. Mr. [redacted] will receive a response for all concerns through the PUC process. ** CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because: This is the same reasoning they give me. They do not respond to the fact that they are the one that I negotiated the bundled package (internet & [redacted]) with for approximately $65.00 a month ($45 for [redacted] and $20 for internet). I have email from their representative attesting to this fact. I should be given a refund for the amount overcharged or at least be able to get out from under the 2 year contract being that it was never in place as advertised.
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] [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, I verified Mr. [redacted] has a balance of $891.88...

from his [redacted] account from May of 2015, when we disconnected his [redacted] service due to payment issues. The balance was separated from his active services and billed on a final statement. He has been advised of this balance previously by CenturyLink agents. The payments after the disconnection of his [redacted] service were for his active services. No payments have been made to that balance.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].Amber CenturyLink 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, I verified Mr. [redacted] has been a CenturyLink...

customer for 2 years and 9 months. He is no longer under a contract and therefore will not be charged an early cancellation fee. I have left notations on his account supporting this and have ensured he will not receive a cancelation charge. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].[redacted]CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because: They are saying that it is okay for them to lie to their customers. After being told that I would receive the current promotional rate that I had prior to the move, I didn't realize that it was my responsibility to make sure that they would do what their "customer service" reps promised. He never stated that I only had 10 days of promotional period remaining. Obviously if he had mentioned that, I would have made a different selection. That is pure common sense. How many other customers have they misrepresented to and over-charged? I'm guessing that the $$ is in the millions of dollars. How are companies like this not kept in check?
Sincerely,
[redacted]

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 verified Ms. [redacted] had CenturyLink internet...

and television service. The Prism TV service was placed on a new promotion on 10/24/2016. The promotion added a 2-year contract. Due to Ms. [redacted], stating she did not request a new promotion or contract, I have ensured the termination fee is not billed. I issued a credit of $193.98 to her account, she will receive a refund check for this amount in approximately 3 weeks. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted].AmberCenturyLink Customer Advocacy Group