CenturyLink

I have reviewed the billing complaint from [redacted] requesting credit for a leased modem they say they never received nor used. I reviewed the account note and show this issue was resolved on 12/1/2016 per our billing dispute policy we adjusted 3 months worth of lease charges. We expect our customers...

to review their bill every month and contact us with any questions or disputes they have so we can resolve them in a timely manner. We apologize for any frustration this dispute has caused. Based on my findings there are no further credits due to this account for this issue.Sincerely,Mr.[redacted]

02/22/2016CenturyLink 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 current promotional to be as follows:Home Phone IIMonthly Recurring Charges 96.90Loyalty Credit...

-$10.00 (expires 12/18/2016)Loyalty Credit -$5.00 (expires 07/21/2016)Loyalty Discount -$4.22 (expired 07/21/2016)Military Discount -$5.00Promotional Discount -$10.00 (01/21/2018)-----------------------------------Total phone and internet package $62.68 (before taxes, fees, and surcharges)Internet ala carte features/equipment:CenturyLink @Ease - Standard 9.99Router Equip Fee 9.99Vacation Equip. Fee Discount -9.99 (expires 10/21/2016)-----------------------------------Total Internet ala carte features/equipment $9.99 (before taxes, fees, and surcharges)[redacted] Package:Monthly Charges[redacted] Premium TV 134.99Additional Set Top Box 19.98Primary Set Top Box 9.99[redacted] HD TV 11.99$10 off [redacted] for 12 Months -10.00 (expires 01/21/2017)[redacted] Loyalty $10 for 12 mos Promo -10.00 (expires 01/21/2017)[redacted] Loyalty $10 for 3 mos Promo -10.00 (expires 03/18/2016)[redacted] Promotion -55.00 (expires 11/23/2016)Set Top Box Waiver Fee -9.99 (expires 01/21/2017)-----------------------------------Total [redacted] package $81.96 (before taxes, fees, and surcharges)_______________________________________Total service pricing $154.63 (before taxes, fees, and surcharges)As shown above the pricing rate will fluctuate depending upon promotional expiration dates. Unfortunately, CenturyLink customer service cannot quote an exact monthly quote as taxes fees and surcharges vary from state to state, county to county and town to town. All CenturyLink quotes estimated quotes are before taxes, fees and surcharges.As the CenturyLink loyalty department has already resolved this issue by adding additional temporary promotional discounts to Mr. [redacted]’s CenturyLink account and with the advisement of estimated quotes before, taxes fees and surcharges, CenturyLink finds this issue to have already been resolved.CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’s issue. We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situation. 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, This issue has already been escalated to the...

[redacted] Attorney General’s Office. Mr. [redacted] has already received a response for all concerns through the AEG process. AEG Response, Re:  Mr. [redacted] File No: TJO/2017/5292932/C   Dear Mr.  [redacted],   CenturyLink received your letter regarding  Mr. [redacted]  whose address is [redacted]   Review of the account shows that prior to this term agreement, the account was on a 12-month term agreement that required AutoPay and Paperless billing.   On 9-15.2016, Mr. [redacted] agreed to a 12-month term agreement requiring AutoPay and Paperless billing. An error on the order placed him on a 24-month term agreement requiring AutoPay and Paperless billing.  The customer did not provide a valid credit card for AutoPay and did not put the account on Paperless billing, so he did not receive the full discounted rate.  The requested payment for the service provided was returned to CenturyLink as an invalid account. The balance accumulated and late fees were billed as well.  The account has been suspended as of 3-1-2017 for nonpayment. No payments have been received.  The account is scheduled to be closed by collections on 4-3-2017 so that a final bill can be issued.  An early termination fee will be applied to the final bill.  The only credit that will be issued will be 12 months of the 24 month early termination fee after the final bill generates. All other charges are sustained.   Because of CPNI, privacy, and payment card concerns, CenturyLink requires a formal subpoena or the customer’s written consent to provide copies of any call recordings.  Also, please note that searching for and providing call recordings significantly impacts CenturyLink’s ability to respond in a timely fashion to the complaints received from your office.   CenturyLink regrets any inconvenience that Mr. [redacted] experienced.   Sincerely,   [redacted]
** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/11/23) */
11/23/2015
CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings:
Upon research of Ms. [redacted]' CenturyLink account, I found no record of an agent explaining the standard...

fee for installing additional set top boxes. This fee would have been charged regardless of when the technician installed the additional set top box (either during the move order, before or after).
As there were no records that Ms. [redacted] was advised of the additional fee, I have issued a credit to her account in the amount of $60.00. I apologize that she was not advised of the standard install fee for additional set top box.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/11/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The agent granted me the credit for the installation fee that was assessed without my knowledge.

I reviewed the billing complaint from [redacted] regarding a question on her CenturyLink payment for her Direct TV services. I reviewed the account showing [redacted] paid us for Direct TV services up to 1/21/18 which was on her Jan. 2,2018 bill. We sent Direct TV the payment for their bill  that...

covered up to 1/21/18 any charges after that would be from Direct TV separately. [redacted] can call Direct TV and verify that CenturyLink  paid them up to that date. If Direct TV  has any different billing dates on their billing system for when the separate account started [redacted] can have Direct TV do a 3 way call with our Credit Department. CenturyLink apologizes for any frustration caused by this billing dispute. Sincerely, Mr.[redacted]

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. The order to put in phone and...

internet was submitted on March 9th but completed on April 19th, 2017 and the order to disconnect the service was completed on April 25th, 2017 when the customer called in and indicated the phone service was not working. A modem was sent to the customers house and verified delivered on March 9th at 3:43 pm and left at the back door. There seems to be a discrepancy ion the dates of the order completion and the date the modem was to have shipped. Even though the customer indicated on April 25th, when calling in for telephone/technical support that she never received a modem. Due to these discrepancies CenturyLink has issued and adjustment to remove the charge for the unreturned equipment which brings the account balance to zero. The process to have any hard credit inquiries removed is as follows: Customer must mail a written statement (No Fax, Email, Phone calls) to:  Centurylink 1008 Oliver Rd Monroe, LA 71201  Requirements of the letter are as follows: 1.       Full Name of Customer 2.       Date the inquiry was ran per their credit report (we need the exact date) 3.       Statement requesting the removal of the inquiry 4.       SSN (not required but helps quicken the process) 5.       Current address 6.       Signature and Date (this grants us permission to access the credit report)   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted] Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have reviewed the Revdex.com complaint regarding early termination fee dispute and not being told about one time and prorated charges. I have reviewed the account history and based on the internet issues and poor service experience along with the short time as a customer I have...

adjusted the early termination fee. I show the account has a zero balance so the customer will get a check in the mail for the credited fee within 30 days. CenturyLink would like to apologize for any frustration this situation has caused.Sincerely,Mr.[redacted]

I have reviewed customer's reply and checked their closed account it has been canceled as of 4/12/17 with a zero balance. The final balance was adjusted on 5/9/2017.Sincerely,[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, Mrs. [redacted] billing concerns seem to be...

resolved according to her account notes history. Mrs. [redacted] has been given adjustment and additional promotions. I left Mrs. [redacted] a voice message with my direct contact information for any further questions or concerns.   ** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: All account deposits if applicable automatically apply to the outstanding balance first. If a deposit is applied to an outstanding balance any amounts in excess of said balance is automatically refunded to the account by check. This account did have a $0.14 cent balance on it and had there been a deposit the $0.14 cents would have been applied from any deposits and the balance refunded. As there was an outstanding balance that was never addressed, there was no deposit on the account or this balance, small as it iw, would have been paid and the difference refunded. This account is closed and no deposit was present on the account at the time of the disconnection. 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 received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a service dispute. After investigation of Mr. [redacted]'s complaint we have requested a technical support specialist to reach out to Mr. [redacted] to see what problems he is encountering and to see...

what troubleshooting can be preformed. CenturyLink apologizes for the frustration encountered. Sincerely, Mr. C[redacted]

Initial Business Response /* (1000, 9, 2015/07/07) */
CenturyLink has received a copy of Revdex.com Case# XXXXXXXX, created by [redacted].
CenturyLink appreciates Mrs. [redacted] for giving us the opportunity to review our handling of her account. I have researched her account and have...

found the following:
Mrs. [redacted] has been working with [redacted] from our security team to reach a resolution with the issues she has been having with her CenturyLink Security services.
We are going to allow disconnection and the waiving of the early termination fee due to the issues Mrs. [redacted] has been having. [redacted] has been in contact and has sent the proper paperwork to Mrs. [redacted] via email. [redacted] also had credits issued to Mrs. [redacted]'s CenturyLink account.
CenturyLink sincerely apologizes for any inconvenience and frustration that this situation has caused to Mrs. [redacted].
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 11, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was released from the contract after the technician could not fix the system.

3/16/16: In order for Centurylink to respond to the customers issue regarding the late payment charges they are being billed, the customer need to provide their account number. That information was not provided in the complaint. A further response will be posted after the requested information...

is provided and a review of the account is completed. Thank you for your cooperation.[redacted]/Centurylink Manager

Complaint: [redacted]
I am rejecting this response because:I have attached my response, which basically says I disagree with Century Link trying to charge me early termination fee, even though I've been with them since May 2013.
Sincerely,
[redacted]

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account, 208 459-3200 479. Ms. [redacted] was billed for an unreturned modem on June 12, 2017.  A credit for $105.99 was issued on December 27, 2017 and the account currently reflects a zero-balance due. ...

An email has been sent to the collection agency requesting the removal of all credit reporting and to stop further collection action on the account.    [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.
Sincerely,
[redacted]

CenturyLink appreciates the opportunity to review Mr. [redacted] account, [redacted].   Our records indicate Mr. [redacted] opened a repair ticket on January 15, 2018.  He was given a commitment date of January 19, 2018.  Our records indicate he contacted CenturyLink several times on...

January 16, 2018 regarding the commitment date.  It was explained that due to a high volume of repair tickets, the earliest availability for a dispatch was January 19th.  Mr. [redacted] cancelled the ticket on January 18, 2018.  No other repair tickets have been opened.   Mr. [redacted] account received two out-of-service adjustments.  A credit for $6.35 was issued on January 15th and a credit for $24.71 was issued on January 18th.  Both credits are reflected on his February 6, 2018 bill.  If Mr. [redacted] is still having problems with his service, he is encouraged to contact CenturyLink repair to report the issue.  CenturyLink regrets the dispatch delay and any inconvenience Mr. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: on the back of the statement it clearly states that payments are made one month in advance.  Therefore, a bill that is paid in May would be payment for June.  The May bill was paid and when contacting the agent from CenturyLink she stated that the bill was paid up until June 30, 2017 when service was cancelled.  So a payment made in June would be for July, which I was not receiving service.
Sincerely,
[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: Centurylink acknowledges the customer’s time is valuable and apologizes for any missed commitments or miscommunication that may have been provided in error. The...

Customer has been given an out of service credit for $9.02 which is the policy if there is an outage; a courtesy adjustment of $25.00 was also issued on May 11, 2017 as noted on the account because the tech did arrive and nobody was home. Unless provided by state tariff or regulation,. CenturyLink does not adjust customers for personal time taken to either install or repair the service. CenturyLink acknowledges the customers 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.
Sincerely,
[redacted]