CenturyLink

04/19/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Mr. [redacted]’ CenturyLink account, I found notations that the agent who placed the order to disconnect advised to return the equipment with 30 days to...

avoid non returned equipment fees. However, a return label was not sent until 02/23/2016 and another on 03/28/2016. Mr. [redacted] was aware that he was leasing CenturyLink’s equipment as itemized on every bill statement. Leased equipment belongs to the company and should have been returned.As a courtesy I have adjusted the fee to a zero balance. The balance was not put into outside collections and has not been reported to the credit bureau.CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’ 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. Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

1/14/16 Centurylink has reviewed the customers account regarding the rate they were offered for service. The customer is stating they were offered internet the modem and Prism service for $80 a month. The customer is requesting the early termination charge be credited. The customer is also...

requesting credit for the over billing. The charges on the final bill of $468.01 have been credited to a zero balance. Centurylinlk apologizes for the poor customer service received regarding this matter.[redacted]/Centurylink Manager

CenturyLink appreciates [redacted] and [redacted] giving us the opportunity to review their handling of his account. At CenturyLink, we strive to provide outstanding customer service and their comments are appreciated plus utilized to enhance our training. Upon review, I verified that [redacted] and [redacted] have a pending service order. The service is to be turned on Tuesday October 24, 2017. CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] and [redacted]. [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review his order to move service to his new address.  From the information I was provided, a buried service wire job was issued, as this address was new construction.  The contractor has completed their work as of July 20,...

2016.  A technician is scheduled for July 21, 2016.  A message was left on July 20, 2016 with the technician’s callback number.   [redacted] CenturyLink Customer Advocacy

I have received a copy of the Revdex.com rebuttal filed by Ms. [redacted], regarding her billing dispute.  I have reviewed her account and found the following: After review of the accounts, Ms. [redacted] started the internet order online. The disclosures regarding the promotion she selected are covered in the ordering process, as reflected in the screenshot she provided. In addition, a confirmation letter was sent following her internet order. Ms. [redacted] will be eligible for the pricing if she established auto pay and paperless billing. To establish autopay Ms. [redacted] can go to CenturyLink.com and submit an application. She can select My Bill & Payments link and then select sign up for Automatic recurring Payments. Customers can set up a MyAccount profile to view their bill online. Once these steps are completed Ms. [redacted] would be eligible for the additional discount. CenturyLink apologizes for any confusion. Sincerely, Ms. [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: If the customer could provide the Revdex.com or the manager handling this complaint with specifics regarding the issues or concerns CenturyLink would be happy to review...

the customer’s complaint and contact the customer if needed if the complaint cannot be resolved through the Revdex.com venue. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:I made a payment of $107.79 on 4/13/2016 which is why the account balance is zero. I did not want to unnecessarily hurt my credit history, even though no mistake from my part. Please reimburse the below amount, if you truly want to take any corrective actions.04/13/2016$111.29$107.79$3.50[redacted]
 
Sincerely,
[redacted]

CenturyLink appreciates Ms. [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 Ms. [redacted] 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. Our records indicate Prism service was removed on March 21, 2016.  A credit for the Prism Early Termination Fee has been applied to Ms. [redacted]’s account.  A credit for $250 was issued on April 26, 2016 and should be reflected on the May 2, 2016 bill.  CenturyLink regrets any inconvenience Ms. [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:   Subsequent to the complaint being filed, the most recent bill has no longer is billing the modem lease fee per an order to remove this charge on August 8thy,...

2016.   The modem was sent in error when the services changed and has been adjusted accordingly.   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 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]’s billing cocnerns was...

resolved on September 12, 2016. At that time, an adjustment was issued to the account to cover all final charges. In regards to Mr. [redacted]’s fraudulent account setup concerns, No social security number was set up for a duplicate account. The account in concern was never sent to any outside Collections Company. I have left Mr. [redacted] a voice mail with my direct contact information for any further questions or concerns. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint and found the following:   Records on the account indicate that at the time the customer accepted the new promotional rate, First month after the previous 12 month term obligated promotional rate...

had expired, the customer called, was offered and accepted the new promotion including the term obligation.   Unless the customer moves to area that the services Centurylink offers are not available (and this is a case by case decision, not policy) or the customer is moved do to deployment or other military service (this is a matter of policy), the customer is obligated to the term commitment or they incur and early termination fee.   It is noted that the customer called in on the 3rd of august to inquire about the early termination fee as they were moving and indicated at that time that he would be calling back at a later date.   Additional notes on August 16th indicate the customer was offered options of transferring responsibility of the services to another individual or being provided the transfer of service to his new location and being aware of the early termination fee still indicated that he was not interested.   If the customer can provide the new address and it is dirtied that the service is not available at the new location, CenturyLink will consider adjusting the term commitment fee.   The other option would be to figure out the difference between the dates the customer was given the benefit of the discounted rate and the early termination fee and adjust the difference should it amount to less than the early termination fee.   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 [redacted], regarding a billing dispute. After investigation of Ms. [redacted]'s account it has been found that this issue has been resolved and a check was issued and sent to the customers address. Centurylink...

apologizes for the frustration encountered. For further assistance please contact our team directly at [redacted]Sincerely, [redacted]

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account.  I would like to apologize for the less than exemplary service she recently received from CenturyLink.  At CenturyLink, we strive to provide outstanding service. Ms. [redacted] 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.Upon review, I verified Ms. [redacted] contacted CenturyLink on 01/08/2018 and requested her services be changed from a business account to a residential account. The agent issued an order and it was completed on 01/11/2018. Her bill date is on the 6th of each month, therefore her next bill will reflect the cost difference back to 01/11/2018. I would like to apologize for the delay and issues Ms. [redacted] experienced in trying to move her service. I issued a credit of $99.98. This credit will reflect on her 02/06/2018 bill statement.  CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted]AmberCenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   The dates the bill is due and the date that autopayment pulls the approval are separate dates.  The date the payment post to any account and the date it is...

authorized for autopayment is approximately 18 days apart, so this was already authorized prior to the disconnect for the amount on the bill print/processing date.   Furthermore, the incoming carrier should have notified CenturyLink that the customer wanted to take both the voice service and the internet service which would have resulted in a disconnection Purchase Order Number requesting (PON) both services on the account; that is the reason the customer was told to call back in as Centurylink is not the carrier in error here.   Centurylink or the current carrier at the time of the port cannot insert itself into the wholesale porting process as it is against the porting rules laid down by the [redacted]. This protects the customer from being contacted by the outgoing carrier in an attempt to unhook the port process which is strictly forbidden.   Records indicate that they (the new carrier) did not request a disconnection of both services, only the voice line.   Since it’s not assumed when a person ports a number to another carrier that they do not want to keep remaining services that are still associated with the account, the new account number is generated with any remaining services such as the internet, TV etc. to insure continuity of said services.   That said, when the customer called to disconnect the services remaining on the new account, the date the bill was effective for was July 11th and Centurylink charges billed past that day were negated by making the affective billing date July 11th, 2016 as indicated by the negative amount due of -$4.04 for internet charges on the July 21st statement and refunded to the customer.   While CenturyLink appreciates that this process is one that most n the outside are not aware of, it in no way did anything other than what is required by [redacted] rule.   All charges billed for service(s) rendered that relate to CenturyLink were negated beyond July 12th and the correct refund has already been issued.   CenturyLink appreciates the opportunity to clarify the reason this occurred and provides that this is sufficient to close this complaint as resolved.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]
[redacted] [redacted]
[redacted]
[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. Having read the previous complaint...

and the file the Centurylink case manager opened including the reply, the price per month was to be roughly $33.00 a month, not $23.00 the adjustments stated were given and in November the 12-month promotion expired and the pro-rated amount of the discounts (This actually being the 13th month, the pro-rated amount of promotional discount that was given that offset from the first month). The customer was reminded in that previous reply to check the bill as it indicates when the charges will change according to the promotion that is in place. All the adjustments offered at that time were done correctly and there isn’t anything that transpired since then that isn’t stipulated in writing on the monthly statement, including the duration of the offers and the dates they will expire. The customer contrary to the statements in this complaint are responsible for reading the bill each month, paying the bills on time and contacting the company at the end of a term to see what was available when other promotions expire. The request for additional adjustments when all that was promised has been done will be denied and the balance owed is sustained.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

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 verified [redacted]’s refund was processed on...

08/02/2017. The refund was returned to the card he originally provided, ending in [redacted]. If [redacted] cannot locate this refund, we direct him to his financial institution. Once CenturyLink releases the funds for refund, the financial institution posts it back to his card.  CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted].[redacted]CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a billing dispute. After investigation of  Mr. [redacted]'s account it has been found that the customer is currently receiving internet services for $34.95 a month for the next 24 months. Mr....

[redacted]'s bill also includes a leased modem and standard taxes and fees. Mr. [redacted] has to option to purchase a modem and return the leased modem to us that would save him from paying the $9.99 modem lease fee per month. After review we have found Mr. [redacted]s billing to be correct and accurate for the products and services that he is being provided. We ask Mr. [redacted] to contact our customer care at [redacted] for further questions or concerns. Sincerely, Mr. [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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Centurylink has contacted via phone and set up a day May 10, 2016 to be at my home to attempt to resolve our issues with our intermittent internet and phone issues. Until they show up at !my home, and my device becomes corrected I feel add if I'm not unable to state that I'm satisfied. Unfortunately the day they are do to come out is on the sixth day of receiving fro me receiving this email. So until Centurylink actually shows up and corrects the issue at hand, there I can make the correct responce
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/17) */
12/15/15 Centurylink has reviewed the charges on account number XXX-XXX-XXXX regarding the early termination charge they were billed. The customer indicated they are receiving more than one billing statement for services. The account of...

XXX-XXX-XXXX was billing the customer for their internet and [redacted] charges. The customer would need to provide the account numbers on the billing statements they are receiving in order to research the account and the charges. The $200 early termination charges was credited today. The customer does need to make sure the modem is returned to avoid being billed for the equipment. Centurylink apologizes for the poor customer service received regarding this matter.
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased century link waived my cancellation fee after their horrible handling of my account and services with them.