CenturyLink

CenturyLink appreciates Mr. [redacted] expressing his concerns regarding our bill and pay-by dates.  Mr. [redacted] bill date is the 1st of each month.  A customer’s bill is assigned a pay-by date based on state Public Utilities Commission rules. In Colorado, the pay-by date is 15...

calendar days from the bill mail date.  The bill mail date is the fourth working day after the billing date, starting with the billing date as day one.  CenturyLink bills are printed and mailed within a few days following the bill date.  Generally, customer can expect to receive their paper bill within ten days following the bill date.  Because the pay-by-dates are assigned by PUC rules, changing Mr. [redacted] bill date will not increase the length of time between the bill date and pay-by date.   If customers are experiencing delays in receiving their monthly bill, they also have the option to view bills on-line and/or request paperless billing.  eBills are available to all customers and are available for viewing 3-4 days following the customer’s bill date.  The eBill provides a link to view and print the itemized bill detail.  Margaret CenturyLink Customer Advocacy

Initial Business Response /* (1000, 9, 2015/10/08) */
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.
Orders were issued on June 24, 2015 to install Internet and [redacted] service. The [redacted] order completed on June 29, 2015. The order to install CenturyLink Internet service was placed on hold on June 30, 2015. The account was disconnected on July 6, 2015.
One bill was generated. A July 23, 2015 bill was issued reflecting a balance due in the amount of $93.73, of which $71.14 was for [redacted] service. In an effort to satisfy, an adjustment for $93.73 was applied to the account on October 7, 2015. The account currently reflects a zero balance due. CenturyLink apologizes for any inconvenience. [redacted] has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 11, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept with caution in the next 60 days this bill does not circle back to us. The experience we had was truly unprofessional and the hours of my life wasted can never be retreived. For this to involve at least six different operators, this reflects the training practices of all the supervisors and promoted by them.

04/04/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: In order to release a number through a port order involves an order from the requesting company. The account is reviewed for any local or long distance...

freezes. Should there be no local or long distance freezes on the account, the requested due date is accepted and the number is released on the due date (Usually 3-7 business days, longer should a technician need to be dispatched. Not all companies utilize the same lines within a home and may need work at the NID). Telecommunication companies cannot confirm with the customer if the order was approved or not due to FCC regulations (this regulation allows customers to port their phone numbers without having to call the company). Should a customer call CenturyLink stating they did not request the port order away from CenturyLink, CenturyLink has to wait for the port order to complete, place a new order to request the number back (Usually 3-7 business days, longer should a technician need to be dispatched. Not all companies utilize the same lines within a home and may need work at the NID). Per CenturyLink’s records, the port order requested by another provider was received on 12/21/2015 and completed on 12/30/2015. Mr. [redacted] did not call about the order or change of service until 03/14/2016 when an order was placed to port his number back to CenturyLink with an expidite request and completed on 03/15/2016. As this was not a CenturyLink error and Mr. [redacted] was not charged for service from 12/21/2015 through to the install date of 03/15/2016, CenturyLink has closed this complaint with no credit adjustment to be warranted. Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Ms. [redacted] writing regarding her recent experience with our company.  I regret to inform Ms. [redacted] that she 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 Ms. [redacted]’s name.  Once this information is received, CenturyLink will be happy to investigate the complaint.  ** CenturyLink Customer Advocacy Group

I have reviewed the customer's reply regarding having their CenturyLink account disconnected. Disconnect orders must be placed by calling [redacted] or using our live chat help option on our website www.centuryLink.com. Our billing dispute policy is limited to 3 months since we request our customer's check their bill each month and contact us with any questions or disputes they have.Sincerely,[redacted]

To whom it may concern:   CenturyLink regrets the manner in which the term commitment and subsequent early termination fee was disclosed.   That said a term commitment is a term commitment unless forced to move do to military duty diplomat or personal incapacitation.    In lieu...

of the situation the customer’s account has been noted and the early termination fee can be waived.   CenturyLink apologizes for any misunderstanding or misquote regarding policy and appreciates being able to set the record straight.   Sincerely,   [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. Although the facts are inaccurate, I appreciate the response. Thank you for the resolution. 
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 this complaint with Ms. [redacted], I verified Ms....

[redacted]’s is receiving the correct promotional discounts. I advised Ms. [redacted], the reason for the billing monthly increase is due to a past due ongoing balance and late payment charges. I offered Ms. [redacted] a onetime credit to help her eliminate the past due balance. Ms. [redacted] advised me she would consider the offer and get back to me at a later time. In regards to Ms. [redacted] customer service treatment, I apologized and assured Ms. [redacted] feedback will be documented and reviewed. ** CenturyLink Customer Advocacy Group

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] service was repaired...

with no further trouble reported. I advised Mrs. [redacted], the trouble with the appointment scheduling was due to a new dispatch system error. Mrs. [redacted] account has been credited $31.56 for the repair trouble and time interval for resolution. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs. [redacted]. ** CenturyLink Customer Advocacy Group

01/12/2017 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 Ms. [redacted]’s promotional discount has been present on her bill statements. Since...

10/21/2014, Ms. [redacted] had been on/renewed promotional discounts which required her to subscribe to CenturyLink’s autopay to receive the full promotional discounts:----------------------------------------------------------------------...⇄ up to 8m internet $63.95 - $19.00 12 month term promotional discount - $10.00 autopay promotional discount = $34.95 + $9.99 leased router fee = $44.94 (before late fees, restoral fees, taxes, fees and surcharges)OrCenturyLink up to 8m internet $63.95 - $19.00 12 month term promotional discount = $44.95 + $9.99 leased router fee = $54.94 (before late fees, restoral fees, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ events/changes to the account) Ms. [redacted] had requested a vacation service which began on 06/13/2016 and then to have the service restored from vacation on 07/08/2016 with the renewal of the 12 month promotional rate listed above. This change on and off vacation service did result in the 06/16 statement being lower than normal and the 07/16 statement being higher than normal due to proration rate differences (no billing error).  I also found that Ms. [redacted] has forwarded a balance on her account for over a year and has had multiple suspensions for non-pay which reflects on the bill statements with late fees and restoral fees. I have provided 8 bill statement summaries with descriptions of billed services and past due balances: ___________________________________________________________________________ Bill Date: Jun. 02, 2016Monthly Account SummaryPrevious Balance 155.48Payments Received .00Balance Forward 155.48Current Charges 77.49 (include promotional rate internet without autopay month in advance from 06/02/2016 to 07/01/2016; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $232.97Payment Due By Jun. 23, 2016___________________________________________________________________________ Bill Date: Jul. 02, 2016Monthly Account SummaryPrevious Balance 232.97Payments Received .00Adjustments 19.00 (reversal of promotional discount due to account being placed on vacation service)Balance Forward 251.97Current Charges  5.77 (Includes prorated reversal of internet service and charge for vacation rate from 06/14/2016 to 07/01/2016; charge for vacation service a month in advance 07/02/2016 to 08/01/2016, late fee; taxes; fees and surcharges) ------------------------------------------------Total Amount Due $257.74Payment Due By Jul. 25, 2016___________________________________________________________________________ Bill Date: Aug. 02, 2016Monthly Account SummaryPrevious Balance 257.74Payment Received - Jul. 07, 2016 - Thank You -80.00Payment Received - Jul. 25, 2016 - Thank You -64.00Adjustments 10.56 (reversal of vacation rate promotional discount due to the account being removed from vacation service)Balance Forward 124.30Current Charges 147.90 (Includes prorated reversal of vacation rate and charge for standard rate from 07/09/2016 to 08/01/2016; charge for promotional rate internet without autopay month in advance from 08/02/2016 to 09/01/2016; restoral fee; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $272.20Payment Due By Aug. 23, 2016___________________________________________________________________________ Bill Date: Sep. 02, 2016Monthly Account SummaryPrevious Balance 272.20Payments Received .00Balance Forward 272.20Current Charges 63.48 (include promotional rate internet without autopay month in advance from 09/02/2016 to 10/01/2016; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $335.68Payment Due By Sep. 26, 2016___________________________________________________________________________ Bill Date: Oct. 02, 2016Monthly Account SummaryPrevious Balance 335.68Payment Received - Sep. 11, 2016 - Thank You -90.73Payment Received - Sep. 25, 2016 - Thank You -63.09Balance Forward 181.86Current Charges 77.45 (include promotional rate internet without autopay month in advance from 10/02/2016 to 11/01/2016; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $259.31Payment Due By Oct. 24, 2016___________________________________________________________________________ Bill Date: Nov. 02, 2016Monthly Account SummaryPrevious Balance 259.31Payments Received .00Adjustments  -118.57 (credits issued as courtesy on 10/28/2016: review shows this credit was unjustified)Balance Forward 140.74Current Charges 109.76 (include promotional rate internet without autopay month in advance from 11/02/2016 to 12/01/2016; restoral fee due to suspension for non-payment; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $250.50Payment Due By Nov. 23, 2016___________________________________________________________________________ Bill Date: Dec. 02, 2016Monthly Account SummaryPrevious Balance 250.50Payments Received .00Balance Forward 250.50Current Charges 77.45 (include promotional rate internet without autopay month in advance from 12/02/2016 to 01/01/2017; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $327.95Payment Due By Dec. 27, 2016___________________________________________________________________________ Bill Date: Jan. 02, 2017Monthly Account SummaryPrevious Balance 327.95Payments Received .00Balance Forward 327.95Current Charges  77.41 (include promotional rate internet without autopay month in advance from 01/02/2017 to 02/01/2017; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $405.36Payment Due By Jan. 24, 2017___________________________________________________________________________  I found no billing errors as Ms. [redacted] is billed correctly for up to 8m internet $63.95 - $19.00 12 month term promotional discount = $44.95 + $9.99 leased router fee = $54.94 (before late fees, restoral fees, taxes, fees and surcharges). I also found the credit adjustment issued on 10/28/2016 was invalid however, as a courtesy I will not reverse the credit adjustment already issued. Currently, Ms. [redacted]’s CenturyLink account is suspended for non-payment with a balance due of $405.36 (see above for current balance and past due amounts). I would advise Ms. [redacted] to contact CenturyLink’s financial service at [redacted] if she cannot pay the balance in full to restore as Ms. [redacted]’s CenturyLink account will be disconnected for nonpayment shortly. If the account is disconnected either by her request or non-payment before 07/08/2017, the account will assess an up to $200.00 early termination fee (per the $19.00 off for 12 month term promotional discount). CenturyLink has closed this complaint with no billing errors and no credit being warranted. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

05/18/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Mr. [redacted]’s CenturyLink account, I found the internet and Prism service was installed on 09/05/2015 with a contractual promotional...

discount that required CenturyLink’s autopay. On 10/20/2015, Mr. [redacted] called about his bill statement. He was advised that the promotional pricing quoted is before taxes, fees and surcharges; also the promotional package requires autopay for the full discount, prorated charges as CenturyLink bills a month in advance. Mr. [redacted] stated he wanted to disconnect the service. The agent advised the order must be placed by the retention team and would need to be transferred. Mr. [redacted] hung up. Changes cannot be made to an account without the customer on the phone to confirm.  On 12/28/2015, Mr. [redacted]’s CenturyLink account was suspended for nonpayment. At this time 4 bill statements had been sent with no payment and only the one phone call about the bill and in the mean time Mr. [redacted] utilized the service. On 01/07/2016, Mr. [redacted] called CenturyLink again stating the bill statement is too high. He was transferred to the retention department, however as the account was in a suspended status therefore a disconnect order was not placed (accounts that are suspended are view only). On 02/01/2016, the account was disconnected for nonpayment with an effective date to the date of the suspension for nonpayment (12/28/2015). Mr. [redacted] was charged the early termination fees and prepaid return boxes were sent for the leased equipment. It is customer responsibility to either take the boxes to the [redacted] location or pay [redacted] to pick up the boxes. CenturyLink only pays for the shipping cost. Currently, Mr. [redacted]’s balance due is $1293.37 which includes internet service, Prism TV service, leased equipment fees, taxes, fees and surcharges from 09/05/2015 to 12/28/2015, early termination fee for the internet/Prism and non- returned leased equipment fees.   CenturyLink provides boxes and prepaid shipping labels for the return of the leased equipment. It is customer responsibility to deliver the boxes containing the leased equipment to [redacted] and follow the tracking number to ensure delivery to CenturyLink to avoid non returned equipment fees. As CenturyLink has found no billing errors and the leased equipment has not been returned, CenturyLink finds the charges to be sustained as valid with no credit warranted. CenturyLink has closed this complaint. Sincerely, [redacted]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 couldn’t locate a cable job for the address Mr....

[redacted] provided. Usually this type of cable work is resolved within 30 days. I have left Mr. [redacted] a voice message with my direct telephone number for any further questions regarding this complaint. ** CenturyLink Customer Advocacy Group

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. Clearing up your intentional lies is important. The services were transferred on 06/03; the service was disconnected for nonpayment on 06/05; after calling twice daily (before and after work) a technical support representative revealed the services were suspended. The payment for the disconnect was mad in full and from 06/09 till 06/19 my home was without internet service and no one was sure why nor cared to take the time to fix the issue until I became angry with the situation. The primary concern is your employee's having a better understanding of your service or service issues across departments as well as providing your financial service representatives with the support to be HAPPY or Satisfied to answer a customers call. I accept your resolution for the sake of the issue being behind me and because if I have ANY future issues with my service I will simply disconnect. L   
[redacted]

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her account, [redacted].  I would like to apologize for the less than exemplary service that [redacted] feels she recently received from CenturyLink representatives.  Her 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.   [redacted] was receiving a promotional discount, which expired on April 29, 2017, as reflected on the April 16, 2017 bill.  Due to the expiration of the discount, the May 16, 2017 bill was higher than previous months.  Our records indicate [redacted] spoke with a representative on June 16, 2017.  A Home Phone package with promotional discounts was added to the account.  On June 12, 2017, [redacted] spoke with another representative.  An order was issued to remove the Home Phone, leaving the Internet service.   A credit for $24.21 was also applied to the account, in an effort to satisfy.  [redacted]’s Internet service is currently billing at $45 per month before taxes, fees, and surcharges.   [redacted] is a valued customer and I apologize she was not treated in this manner.  CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   As offered by the complainant, please email the documentation to support the claim that the failure or error was on the part of CenturyLink and the appropriate...

review and adjust (if applicable will be issued.   The customer can reply through the Revdex.com or reply directly to the manger handling this complaint at [redacted] for further assistance.   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 [redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer has already received adjustments on May 19th, 2017 and several more on  June 22nd, that has already addressed all the concerns and necessary...

adjustments mentioned in this complaint   CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted] [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, though it would be nice if I had proof of this in writing.
Sincerely,
Tyson [redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: Prior to this reply, the customer already engaged the executive office with a duplicate complaint. In that complaint the customer already received remedy via that...

complaint issued as follows: According to the notations on the account, the first note indicating the customer was to have service disconnected was the 6th of June 2017. Centurylink shows that the set top box was received back August 7th, 2017 which correlates the date customer called in for disconnection of service. CenturyLink has adjusted all amounts billed after the June bill for a total adjustment of $632.61 leaving a balance of $247.95.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,   [redacted]

I reviewed the complaint from [redacted] regarding an order to transfer his service due to a move.  I show the customer's old address and new address are served by our two different systems that are not combined after our merger. Because of this we had to do a disconnect then a new connect order...

to accomplish a service transfer it sounds like we could have done a better job explaining this to [redacted]. We apologize for the confusing information regarding the transfer process and happy to further assist as needed.Sincerely,[redacted]

04/25/2016CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care