CenturyLink

I have reviewed the complaint from [redacted] regarding a billing dispute caused by us not canceling service on the day requested. I show [redacted] called  on 2/8/18 to cancel services on 2/27/18 which coincides with his billing cycle . It seems there was some confusion on what date...

[redacted] wanted the service canceled so we have since credited the charges back to 2/8/18 to resolve. All Direct TV charges given to CenturyLink for combined billing purposes are paid in full to Direct TV by CenturyLink. When both accounts are canceled any refunds due from Direct TV are then sent to the customer usually in the form of a prepaid card since there isn't an active account to credit. I do show [redacted] has a credit balance on his CenturyLink account which will be refunded by check within 45-90 days. CenturyLink would like to apologize for the disconnect date error and the frustration this has caused.  Sincerely,Mr.T[redacted]

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a billing dispute. After investigation of Ms. [redacted]'s account it has been found that on 02/02/17 check [redacted] was mailed out to [redacted]. We apologize...

about the frustration encountered. Per our records this check has been mailed to the address on the customers account. Sincerely, Mr. [redacted]

Complaint: 11238136
I am rejecting this response because:

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] disconnected service on May...

27, 2016, the Early Termination Fee in concern was waived at that time. ** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink apologizers or the difficulty in getting the issue resolved. CenturyLink has actually reviewed and seen that there was data usage on the account on and up to the end of February, the...

final revised statement was back dated and only billed for services up to the 26th of February, the time the customer stated the service should have been disconnected. Any balance due or amount overpaid would be in lieu of this backdating and would result in a smaller balance due or refund if already paid. 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: I have received and reviewed the customers’ complaint and found the following: I have contacted Dr. [redacted] and arranged to accommodate her wishes with no penalty or cost to for the unfortunate experience she has had in trying to utilize CenturyLink services. 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

Initial Business Response /* (1000, 5, 2015/09/15) */
I have received and reviewed [redacted]'s Revdex.com complaint regarding chronic problems with her Prism TV and internet service. I checked her account and it was noted today was her last day for the 30 day trial period I advised her via...

email so she could call in if she still wants to disconnect. Due to us not being able to resolve the service issues she can contact me if assessed an early termination fee and I will adjust it. The customer has my email address I am happy to help as needed. CenturyLink would like to apologize for her experience trying to use our service we certainly understand her frustration and will continue to do what we can to help.
Sincerely,
Mr. [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
This complaint has been resolved. Thank you for your time.

Complaint: [redacted]
I am rejecting this response because:  Century Link hs still not established that I ever agteed to a contract with the knowledge that there was an early termination fee. If they can show that I agreee to those conditions, I would be willing to pau the fee. Furthermore, I never knowingly agreed to any contract at all. Instead, I was offered a promotional rate and accepted the promotional rate without knowledge thay they considered it a contract. But that is beside the point, since even if I did consider it a a contract, no where was I informed of any early termination fee until I terminated the service. 
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]’s on the final month...

of the agreed 6 month promotional rate $14.99 before modem lease, taxes and fees. Ms. [redacted] has been billed late payment and restoral fees due to a slow payment history. After a full account review, all billing is correct and has been sustained.   ** 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 have verified [redacted] account was...

disconnected due to payment issues. We notified him of past due billing once a week for the past few months via email to the email address he provided. The service was temporarily suspended on 08-09-2017 and after not receiving the payment; the account was fully disconnected on 09-08-2017. We received the payment late on 09-08-2017. On 09-12-2017 [redacted] spoke to a retail employee Josh and he was able to get a service order placed to get [redacted]’ internet service turned back on. CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted].[redacted] CenturyLink Customer Advocacy Group

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. The issue with Mr. [redacted]’s MyAccount has been resolved.  He should be able to access his account online again.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced. [redacted]
CenturyLink Customer Advocacy

CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue.  After careful consideration, we believe our original investigation and responses to be valid.   No further credits will be applied to the account.  CenturyLink has closed this complaint.   [redacted] 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. I also ask that if it has been reported to any credit bureaus that any and all information be removed from all credit bureaus or at risk companies within 15 days after payment has been remitted and no further reporting of any such information.
Sincerely,
[redacted]

04/15/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Ms. [redacted]’s CenturyLink account, there was no access into the account from 02/04/2016 to 03/08/216 when an offline customer service agent accessed the...

account and posted an email Ms. [redacted] sent to CenturyLink in regards to wanting to change her service and being on hold for long periods of time (an account is auto tagged with any customer service agent accessing an account). Ms. [redacted] was advised to call CenturyLink for immediate assistance with changes. Unfortunately, any change to an account needs to be made verbally and cannot be made via online, email or click to chat.When Ms. [redacted] called on 03/18/2016, an order was placed to remove the Prism service with the earliest due date available, 03/21/2016. As CenturyLink had advised Ms. [redacted] to call CenturyLink to make changes to her account and when Ms. [redacted] did call, the order was placed, CenturyLink finds no credit warranted. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Revdex.com:I was able to reach customer service through Facebook and that customer service agent was able to efficiently correct the billing issue. I would like to note that customer service via telephone calls, long waits, and call transfers over the course of three days was not able to correct the issue.Thank you for your review of this concern.
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]

Complaint: [redacted]
I am rejecting this response because: these allegations are simple not true. I was told at the time of services ordered I could purchase the modem which I said yes. Then I was charged over and over again. Furthermore, I was not in a contract. I started services with you in May 2016, it's is now almost 2 years since then. Thus, a fee for early termination on 12 month is fraudulent. You don't help support veterans by raising prices and treating us this way, when we need nothing wrong. I am tired of this big business being a bully. I emailed and called multiple times for my bill to be corrected but you failed to do so at each time, scamming me out of my money. 
Sincerely,
[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. Every monthly statement from the...

first to the last month of the promotional term indicates the month of the term, the months left and when that term expires. Additionally, the monthly bill also indicates that when the promotional pricing ends the price will go to the regular or rack rate and what the pricing is. This is clearly stated on the bill each month. The bill pull/print date for this customer was the 28th of each month and is due 18 days from that time each month. The payment that was pulled was approved through the customers autopayment plan almost two and a half weeks prior to the removal of this payment method and that is why even though the customer removed this payment method from the account that this last payment still withdrew. As for the pass-code or verification of the account through various means this is a requirement of CPNI (Customer Proprietary Network Information) that is mandated for protecting the customers personal information; there are no exceptions to this rule.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

I spoke with Ms. [redacted] on March 25, 2016. At that time, I agreed to remove service and to waive the  early termination fee. The account is closed and in the process of settlement. Ms. [redacted] agreed to the resolution on March 25, 2016. This issue has been closed **Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because: I have been hearing for months now that it has been resolved yet every month I get a bill. I will not be satisfied until I actually receive a bill showing a 0 balance. I was told that I had a 0 balance on 6/1/16 yet I received a bill weeks after that date showing a balance of over $500.00
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/01) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
CenturyLink would like to apologize for the time and trouble it has taken the customer to get redress concerning the final bill issues.
I have had the...

adjustment issued and have notified the collections to cease and the credit agencies have been notified of the error and will have the hard hits if applicable changed to soft thereby negating and negative effects the customer have incurred.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response. I have reviewed the information supplied and am pleased to see that most of what I have asked for has been resolved.
I would still appreciate getting a final bill with the balance of $0 so I can keep that with my records. However, I will keep this response as an official document proving that I no longer have any debts to Century Link.
Thank you.