CenturyLink

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing dispute and service issues. I would be happy to see what we can do to help resolve this complaint if the customer can provide me with their CenturyLink account number.Sincerely,Mr.[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 the final billing for Mr. [redacted]’s...

account was billed correct without any billing errors. Mr. [redacted] was sent a bill on March 1, 2016, charges were billed through March 31, 2016. Service was disconnected on March 30, 2016 , leaving one day of prorated credits coming back to Mr. [redacted]. Late Payment charges were applied due to no payment was made for the March billing. Further reviewing the final bill, Mr. [redacted] was billed a $15 disconnect service fee, not the disputed early termination fee.. All service fees are disclosed verbally and through letter form on the initial activation of service. CenturyLink retains call records only for  90 days from the date the call take place. Disputed billing is valid and all charges have been sustained. ** CenturyLink Customer Advocacy Group

01/29/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Ms. [redacted]’s CenturyLink account number ###-###-#### 753, I found on 12/23/2015 an order was completed to remove the phone number...

###-###-#### and add just internet with a product Id of ###-###-####. On 01/21/2016 an order was placed to restore the phone and combine the internet on the account with the phone.Basically, Ms. [redacted]’s phone was removed and internet was put in its place. Later the phone was put back in with the internet. This is not the normal procedure on how to add internet to a home phone account. However, as a courtesy due to Ms. [redacted]’s continued loyalty, I have credited the balance to zero.I apologize for any inconvenience this may have caused.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:I have bank statements showing payments occurring in Following the stated Termination date. Additionally, I called in to terminate service, plus I was not leasing a [redacted] modem: I utilized customer provided equipment. In addition to the above mentioned I NEVER received a bill, there was no attempt by [redacted] to contact me in regards to any debt perceived, or actual. Essentially, what is occurring here is that CenturyLink believes that their records are infallible, that no one in their employ has ever made a mistake. I would be more than happy to discuss this issue with someone at CenturyLink, however After almost 7 hours on the phone with multiple representatives in multiple departments the only thing that I was told is that the account is old, they can't even see the bills, but that I can pay them, which will leave a derogatory note on my credit record of which I would still have no knowledge if I were not proactive due to CenturyLink's inaccurate billing practices. Of course, this is the same response that I receive here. I was also told that my final bill would be regenerated and mailed to me; I still haven't received it. Perhaps it wound up in the same place that all of the other bills CenturyLink sent me while attempting to collect this perceived debt.No one has been either willing, or able to look at this issue. Frankly, the behavior seems predatory, especially when you stop and consider that this particular issue of "Non-returned" hardware and no follow up billing or collection attempts seems to be widespread as demonstrated by a simple search on [redacted], or [redacted]. Essentially, these are my concerns: I may own CenturyLink money, if I do, I'm more than happy to pay it. However, it is not for delinquent hardware as I used customer owned equipment, and had long prior to cancellation returned the CenturyLink supplied modem to the CenturyLink retail store on the 16th Street Mall (It is literally across the street from my loft.) And that I have never received a bill, or a phone call, or had any sort of contact with CenturyLink/[redacted] since I called in to cancel service. In light of the lack of contact the derogatory note on my credit report is unacceptable.
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a repair dispute. After investigation of Mr. [redacted]'s account it has been found that according to our records the line should have been buried. We show a completed work order for the line....

If the line has not been buried please let us know and we can get the appropriate parties involved to resolve this issue. Centurylink apologizes about the frustration. Sincerely, Mr. [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Due to the ongoing PUC complaint that is currently in negations, the reply will defer to that decision already in progress. 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

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   The customer actually didn’t disconnect the service the customer ported the service(s) to another carrier.   The instructions received from that carrier did...

not indicate a port and complete disconnection of services only a port of the voice line.   When this happens it is assumed that the remaining services are to stay on the account, a new account number is created and the services remaining continue to bill under the new telephone (Data only line) number.   CenturyLink has issued a disconnect order which is [redacted] and made the effective bill date the 21st of June, 2016.   This should negate any and all charges applicable after the June 21st date.   When the customer gets the final bill for this account if there is anything owing please have the customer contact the manager chandelling the complaint directly for assistance at [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

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 reviewed all documented account notes with Ms....

[redacted] regarding all concerns in her complaint. On June 4, 2014, Ms. [redacted] was advised her account didn’t qualify for the original promotional offered at the beginning of service with CenturyLink. At that time, Ms. [redacted] continued service with CenturyLink. Inconsideration to Ms. [redacted] dispute, I agreed to a onetime credit of $300 to resolve all concerns in this complaint. Ms. [redacted] accepted the agreed credit with understanding CenturyLink billing moving forward. ** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   While current upgrades that recently went in near to the customer’s home are providing higher speed, the customers modem is an older variety and a new modem is being sent out to improve the...

connectivity.   As for future upgrades to the remote terminal that fiber is run to that are serving the customer, there isn’t a time frame in the next 6 months that is scheduled.   Anything past 90 days out is usually not disclosed until it is in and operational. Fiber to the premise may be the type of upgrade done at a later date but this is considered proprietary marketing information and is not disclosed to the public.   The new modem, which may improve the authentication of the service should arrive on Tuesday the 28th, 2016 and will contain a return label inside.   Please have the customer exchange the modem and apply the return label to the box and drop at any [redacted] location or [redacted] drop box.   The old modem needs to be returned within 30 days or they bill it as a purchase. Please take a picture or write down the tracking number (or peel and stick the peel and stick tracking number off the label) and have the customer keep this for tracking records in the event the return does not make it back to CenturyLink   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 complaint from [redacted] regarding a disputed bill on a closed account. I would be happy to assist with this matter if [redacted] can provide me with the closed account number I was unable to find in with the order number provided. They can email  me directly or respond via...

this complaint [redacted].[redacted]@centuryLink.com.Sincerely,Mr.[redacted]

I have reviewed the Revdex.com Complaint regarding a billing dispute on a closed account. I reviewed the account and show this matter has been resolved by our Executive Office Complaints Manager Mrs.[redacted] via an Attorney General complaint. We apologize for the frustration they...

experienced trying to get this issue resolved due to us not providing service at their address. Sincerely,[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this rejection and found the following: If the customer would please convey what their monthly charges expectations are. I don’t know what to base my review of the billing issues on unless I have a copy of the previous carrier’s service charges or a recap of what the customer expects to pay with Centurylink. The customer indicates that they are unhappy and wishes to go back to this carrier and with all that has occurred CenturyLink understands. If the customer wishes to cancel service and take their service back to this other carrier they can without penalty. Otherwise, please provide a breakdown of what the monthly expectations are. Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   CenturyLink apologizes that the complainant had an extremely poor experience while trying to assist this Centurylink customer.   Centurylink does not ever...

condone such behavior and tries to insure that nobody ever has such an experience.   If at any time in the future the complainant should have difficulty understanding one the many technical support staff that are employed by CenturyLink it is perfectly okay to request a stateside technical support agent should that be the reason the communication barrier exist.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. Prior to this reply there was an order to remove all the (less July) charges for the modem and adjustments for the previous months charges were adjusted. I have adjusted...

the last modem lease charge billed in error and verified the charges going forward will not bill for the modem lease fee. The amount of the final adjustment for the lease fee billed in error is $10.78.   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

Complaint: [redacted]
I am rejecting this response because: I really do not know where to go from here! We were told our bill would be $31 per month. It was for internet ONLY and there is no place that costs over $65 per month, plus all the extra charges [redacted] keeps talking about.We were not told there would be an initial fee, since the modem was sent to us and we hooked it up ourselves. (by the way, [redacted] has said twice he would send a call tag for the modem and it has never shown up here. We are still waiting for it to return his modem.)We received 4 months service before they cut our service off while we were out of town.We will pay $31 x 4 months and no more. We did this by phone, never received any confirmation of our charges and never received any bills in the mail. We tried and tried to resolve this by phone and email with no results.We now have internet for $19 per month...
Sincerely,
[redacted] & Margaret Woodard

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 already canceled...

service and credited back for all services. It’s very unfortunate Internet service quality and performance didn’t meet Mr. [redacted]’s expectations. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates Mr. [redacted] writing regarding his 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 was unable to locate the account with the limited information on the Revdex.com complaint.  The CenturyLink account number should be on the ERC notice he received.  If the service was at a different address than the address on the Revdex.com complaint, I might be able to locate the account if Mr. [redacted] provides the address. Once this information is received, CenturyLink will be happy to investigate further.     [redacted] Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute.  Unfortunately, Mr. Peale did not provide his CenturyLink account number. In order to investigate his complaint, I will need the CenturyLink account number. Once I have the...

necessary information I will be able to investigate his concerns. CenturyLink apologizes for any frustration.Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding annoyance calls. Unfortunately there isn't any way to block called from overseas since they use computer programs that can display incorrect numbers by the time it's routed to the United States. They can report all of these...

calls to the [redacted] to see if they have any recourse to have these ended. We apologize there isn't much we can do to stop these calls from overseas callers since they don't follow our laws here in the US.  Sincerely,[redacted]

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Our records indicate two $100 payments were received and posted Ms. [redacted]’s account on September 16 and October 7, 2016.   The account does not reflect a payment for $77.80 has been...

received.  Since Ms. [redacted] has checked with her bank and the check has not been cashed, I would guess the payment was lost in the mail.  If the bank shows the check has been cashed, Ms. [redacted] would need to provide a copy of the cancelled check, both back and front, so a Payment Investigation can be opened.   Ms. [redacted]’s account still reflects a balance due for $77.80.  CenturyLink has contacted the Collections Agency and requested all collection activity be stopped for thirty days, so Ms. [redacted] can send a new payment.  It is imperative that the account number, [redacted], be included so the check gets posted to the correct account.   CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy