CenturyLink

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The initial pricing for the services ordered was correct. The customer did not complete the required autopayment and paperless billing in the first thirty days and this...

led to an increase of $10.00 a month in discounts that were no longer applied as the criteria for the additional discount was not met. When the customer accepted the promotional rate, this criteria even if not disclosed properly by the representative is noted on ach and every bill. The customer is also provided with a written letter that provides the terms and conditions of such. If this was not the expectation at the time this information was provided, the customer could have disputed it at that time. It is the incumbent upon all customers to thoroughly read the bills and all the information therein. This information is not written in some small print at the bottom of the page but right along with the line items and the relative charges and again in the discounts section of the bill. The customer gets a substantial discount for the 12 month term commitment as is noted on the bill. If the customer wishes to avoid an early termination fee they will have to complete the term. If they want the extra $10.00 monthly discounts they will need to enroll in autopayment and paperless billing. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,
[redacted] [redacted]

CenturyLink has reviewed our previous responses to Ms. [redacted]s issue.  Ms. [redacted] did not provide any new information regarding her complaint.  After careful consideration, we find our original investigation and response to be valid.  CenturyLink has closed this complaint. Sincerely, Mr. C[redacted]

02/08/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Ms. [redacted]’s CenturyLink account, I found the 11/09/2015 bill statement was the first bill statement after Ms. [redacted]’s promotional discounts...

expired resulting in the rates of service being standard rate as shown on the 11/09/2015 bill statement:Account Number: [redacted] Page: 1 of 6Bill Date: Nov. 09, 2015Previous Balance 121.95Payment Received - Oct. 28, 2015 -121.95Balance Forward .00Current Charges (see below) 177.99-----------------------------------------Total Amount Due $177.99On 11/24/2015, Ms. [redacted] called to CenturyLink customer service requesting new poromotions. An order was placed to add a promotion worth $54.08 a month for 12 months with a required contract starting the next bill cycle, 12/09/2015. A manual credit of $54.08 was applied to 11/09/2015 statement bringing the $177.99 balance due to $123.91.On 12/02/2015, Ms. [redacted] called to CenturyLink requesting to disconnect service for “Billing Issues”. Ms. [redacted] was advised of the $200.00 early termination fee for disconnecting service befor the contract expiration date of 11/24/2016.The early termination fee is valid due to no billing errors as promotions expired, new ones were added and manual credits were issued to assist with the 11/09/2015 statement. However, as the promotions were only added for 9 days (11/24/2015 – 12/02/2015), and the credit issued was reversed due to the cancelation of service, I have adjusted the $200.00 early termination fee, as a courtesy.CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [redacted]’s issue. We regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situation. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from [redacted] regarding internet not being available in their area. We thank them for wanting our service and sorry it's not available at their address at this time. System upgrades are done on a cost vrs potential customers unfortunately in...

rural areas like this  it's possible that it won't be upgraded to accommodate more customers in the near future. I would recommend they check with satellite providers they seem to cover rural areas where cable and internet though phone lines aren't. Sincerely,[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink does not randomly change the pricing or add or change anything on the customers account without the customers consent. Promotional pricing or features during the promotional period do...

change once the promotion expires. this is what has happened on this account. The customer has an ongoing modem return issue and four attempts have been made to send the customer a label to return the equipment but it still has not been returned as far as CenturyLink inventoried product shows. Voicemail was not removed from the customer’s account but may have changed due to any other package changes the customer may have authorized on the account. 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 Revdex.com Complaint regarding a poor experience trying to get service restored. We appreciate the customer's feedback and sorry to hear about this experience. I show the service was back up and working as it should confirming the customer's reporting. I have...

adjusted one month service for internet and home phone service giving a credit of $111.11 which will show on their next bill. I will provide feedback for those who accessed this account to ensure others don't have the same experience trying to get assistance.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,
Dennis Halterman

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].  Our records do not indicate Ms. [redacted] has reported any problems with her Internet service in the past twelve months.  If Ms. [redacted] is experiencing problems, she is encouraged to contact repair to report the issued.   The Internet Cost Recovery Fee recently increased to $3.99 per month for all Internet customers.  CenturyLink is unable to bill Ms. [redacted] at the previous rate.  While there are no immediate plans for upgrades in Ms. [redacted]’s area, an upgrade may occur in the future.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/12/02) */
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,
Ms. [redacted] has been advised all adjustments associated with [redacted] charges can take 1-2 bill cycles. [redacted] sends the billing at the close of the billing date to CenturyLink. Charges are then applied on the next CenturyLink bill part of the bundling agreement. I apologize, as this process can be delayed while waiting for a refund. I did verify all late charges in regards to this complaint have already been adjusted on Ms. [redacted]'s November billing statement. Ms. [redacted] should see the [redacted] credits on the December 09, 2015 CenturyLink billing statement.
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

04/13/2016 CenturyLink 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

04/13/2016 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 final bill statement from the account was due to the purchase of the CenturyLink modem router...

leaving a balance due of $111.07 ($99.99 + taxes). I researched the account and found that a return label was sent to Mr. [redacted] so that that he could return the purchased equipment and receive complete refund for the purchased equipment. The equipment was returned on 08/31/2015 however a refund was not issued. I issued a credit for the balance in full and left the account with a zero balance. I also sent to have the collections ceased and any credit reporting removed (timeframe: up to 30 days). I apologize for any inconvenience this may have caused. Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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.
Our records indicate Mr. [redacted] spoke with a representative in December 2, 2015 to disconnect his account. Per the notations, he decided to keep his service and agreed to a new promotional discount. I apologize Mr. [redacted] had problems contacting customer service. Mr. [redacted] is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience he has experienced.
[redacted]
CenturyLink Customer Advocacy

01/18/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: I contacted the Area plant supervisor ahead of this project. Unfortunately, there have been delays due to theft of the copper lines. As of last week the...

wiring portion of the project has been completed and waiting for the contractor to fill in the holes. This project should be completed within a few weeks (weather providing). I apologize if this has caused any frustrations. Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/07/21) */
07/21/2015
I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute. Unfortunately, Ms. [redacted] did not provide her CenturyLink account number. In order to investigate her...

complaint, I will need the CenturyLink account number. Once I have the necessary information I will be able to investigate her concerns. CenturyLink apologizes for any frustration.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 6, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account number is XXXXXXXXXX.
Final Business Response /* (4000, 12, 2015/08/13) */
08/13/2015
In response to Mrs. [redacted]'s rebuttal, if she can supply the proper tracking information that shows the equipment was delivered to CenturyLink, then a credit will be applied to the account. Once Mrs. [redacted] has the information she may contact CenturyLink customer service at X-XXX-XXX-XXXX and supply the tracking number so that the delivery can be verified and then any credit due will be applied and a refund check would be submitted. If the tracking information reveals the equipment was not delivered the balance would not be credited and she will need to contact the shipping company to do research of the package.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Final Consumer Response /* (2000, 14, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

05/13/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:CenturyLink and [redacted] are 2 separate companies that bill together to offer our customers 1 bill and in certain cases discounts may apply. CenturyLink and [redacted]...

** normally have different bill cycle dates and both companies bill a month in advance for service. However, in Mr. [redacted]’s case both CenturyLink and [redacted]’s bill dates are on the 1st of the month. [redacted] would generate Mr. [redacted]’s [redacted] bill on the 1st of every month and then would send it to CenturyLink and for CenturyLink to make payment on behalf of Mr. [redacted] usually between the 3rd and 6th of each month. CenturyLink then holds on to Mr. [redacted]’s [redacted] bill until the CenturyLink bill is printed on the 1st of the following month (i.e. [redacted]’s 03/01/2015 bill statement appeared on CenturyLink’s 04/01/2016 bill statement). Mr. [redacted] can verify these charges on his 04/01/2016 statement. Below is a clip of the Direct Charges on the 04/01/2016 statement:----------------------------------------------------------------------...⇄ Bill Date: Apr. 01, 2016[redacted] Account Number 0010023531Current Charges03/01 03/29 CHOICE Monthly 74.9903/01 03/29 [redacted] Protection Plan Monthly 7.9903/01 03/29 Advanced Receiver-HD Monthly10.00Fees03/01 Regional Sports Fee03/01 Primary TV 7.00Adjustments & Credits02/27 CenturyLink Cust Savings -5.0002/04 Tax Adjustment -.3503/01 Primary TV Free -7.00TaxesSales Tax .49North Carolina Video Services Tax 6.09---------------------------------------------------------[redacted] Amount Due 96.18---------------------------------------------------------------------------...⇄ called [redacted] and confirmed CenturyLink paid Mr. [redacted]’s 03/01/2016 [redacted] statement in the amount of $96.18 on 03/06/2016. Mr. [redacted] did not cancel [redacted] until 03/15/2016. Of which Mr. [redacted] received a refund for already directly from [redacted] issued a reversal of charges from 03/16/2016 to 03/30/2016 in the amount of $51.10.[redacted] charged an early cancelation fee of $42.80 which left a credit balance of $8.30.[redacted] issued a prepaid Visa card as a refund in the amount of $8.30 to Mr. [redacted] directly.Since the 03/01/2016 [redacted] bill cycle charges in the amount of $96.18 were paid for by CenturyLink, they cannot be pushed back to [redacted]. As CenturyLink has paid for Mr. [redacted]’s [redacted] service per his request to receive additional discounts, CenturyLink finds the charges to be valid and due to CenturyLink. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because: I need to respond to this because I did call and cancel on May 3rd and I was hung up on. I called up again today because my service had still not been cancelled which I figured it was cause the next few days I was out of internet. I kept getting hung up on today, and being told that it was the "system". I finally got through to someone who  didn't want to cancel me right away, because she wanted to wait til I talked to a manager to backdate it to may3 like I requested, . I told her to just cancel it because I did not want to be "disconnected" again, then she got me to a manager.  He told me he would back date it to May 4th, because I had tried to cancel on the 3rd but got hung up on. I only got a confirmation email that it is supposed to be cancelled tomorrow & not the cancellation for the backdate of may 4th
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. After reviewing all concerns with Ms. [redacted], I verified the...

dial tone service is concern was installed and working. Ms. [redacted] still had a concern regarding the temp drop-that has yet to be buried. I assured Ms. [redacted] the drop cable work would be escalated but can take up to month from the installation date to complete. Due to the extended service install interval, I agreed to a onetime credit of $40 to the account in concern. I provided Ms. [redacted] my direct phone number for any furthers questions regarding this complaint. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted]. JJ CenturyLink Customer Advocacy Group

I have reviewed the customer's reply regarding wanting their previous promotion rate again. As explained before once a promotion expires there is no guarantee our customer's can get the same promotion for another service agreement. The customer has the lowest rate available for the services they currently have I don't show any additional discounts for this account. I also gave the customer a one [redacted]e  $50.00 credit back on 10/25/16 to help make up for the new higher rate. Sincerely,[redacted]

Initial Business Response /* (1000, 4, 2015/08/26) */
08/26/2015
CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings:
I have applied a credit to Mr. [redacted]'s CenturyLink account in the amount of $108.79 bringing the...

balance to $0.00. I also notified CenturyLink's collections department to stop and/or remove from any collections data base and if resend if sent to credit reporting.
I apologize for any inconvenience this may have caused.
Sincerely,
[redacted] M. [redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The matter was resolved.

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.  CenturyLink regrets the installation delays Mr. [redacted] experienced.   In an effort to satisfy, CenturyLink will adjust the $85 jack installation charge, which is billing in three installments.  A credit for $28.34 was issued on January 19, 2018 for the charge on the January 16, 2018 bill.  I will monitor the next two bills and make the appropriate adjustments.   Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy