CenturyLink

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: As noted by the complainant the order was pushed to Centurylink from a strategic partner, [redacted]. The only way this can happen in error is if the order is placed by...

the strategic partner open behalf of the customer. Since the customer might never have been made aware of this and denies all knowledge of authorizing the [redacted] agent to order this service, Centurylink has issued and adjustment to zero out the account balance. The process for getting this off ones’ credit report is as follows:    Customer must mail a written statement (No Fax, Email, Phone calls) to:  [redacted]  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]

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.
As previously stated, I will NEVER do business with this company again and I will warn other of the same.  Thank you for your time.    
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to the filing of this complaint and prior to this reply, the customer submitted an identical complaint another manager in the executive office and the complaint was addressed. The...

customer was given a partial adjustment and aprt of the charges were sustained and a full explanation of this was provided. Having reviewed the other complaint submission and resolution this reply will defer to the decision already provided as correct. 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 Ms. [redacted], regarding a billing dispute. After investigation of Ms. [redacted]'s account it has been found that the customer has been billed the correct amount for the services that have been rendered. Our records indicate...

that Ms. [redacted]s has been explained the billing per the account notes and that the charges are valid. With the rates that Ms. [redacted] provided with her AG complaint we have found that the quotes are what she is receiving. Our rates and quotes are for the services only, these quotes do not include taxes, fees, equipment, or additional services. In addition to the taxes and fees for the services the customer had our @ease service which provided internet virus protection which is $9.99 a month. As well as a leased modem which is an additional $10 a month. The customers DIRECTV charges also included additional charges for the additional Client and the $15 dollar advanced receiver service which provides HD and DVR capabilities. Furthermore, our records indicate that the bill was not consistently paid nor the amount billed paid in full which has resulted in late fees being assessed to the account for the past due balances. Records indicate that we had not received payments for the 09/03/2017 bill and 10/03/17 bill. Billing statements such as 05/03/17 was for $110.51 and Ms. [redacted]s only paid $110.00 which left a small balance on the account which triggered a late fee. The following month the balance for services was $154.96 and a payment was made for $115.00 leaving a balance on the account, which creates additional late fees. After our thorough investigation we have deemed that the charges are indeed correct and the current balance due is correct. A Confirmation of Service (COS) Letter is sent to customers that orders new CenturyLink services or makes changes to existing CenturyLink services.  The letter summarizes the current services for a customer and provides currently pricing applicable to the account.  Ms. [redacted]s can refer to the COS letter for verification of quoted bill amount which was sent on July 20, 2017CenturyLink 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 he may have experienced related to this situationSincerely, Mr. C[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] J [redacted] and found the following:   CenturyLink and the customer have already been engaged regarding the issues mentioned in this complaint. All the changes and adjustments...

needed to address the issues and concerns have been addressed. CenturyLink acknowledges the complainants 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 found no error in Ms. [redacted]’s billing, the...

promotional rate was billed at $29.95 before modem lease, taxes and cost recovery fee. The cost did increase in the months of July and August 2016 due to auto pay had not been setup. Adjustments were given on the September statement to resolve the previous months billing. In the most recent billing increase, Ms. [redacted]’s was billed at the regular rate of $60.98 due to the fulfillment of her 12 month promotional period.   ** 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. First, we appreciated Revdex.com a good arena as the voices for protecting customers and better businesses. We also acknowledged that CenturyLink has taken steps as below to have reversed and closed out the fraudulent billing to our property (as CenturyLink’s statement #1). As such, we would like to record an end to this complaint at Revdex.com. Second, however, we did not agree with the statement #2 from CenturyLink and hence do not believe CenturyLink took this issue seriously enough toward a service improvement for many current and potential future customers because all the of communications and fraudulent billings were from either CenturyLink’s several representatives or billing department, no third party personal ever involved. Hence, CenturyLink held whole responsibility for this fraudulent billing issue.    
Sincerely,
[redacted] CenturyLink’s statement #1: “The customer may print this reply for his records regarding the bill and this statement as well previous statements that conclude the entire balance, all charges ever billed to this account, have indeed been reversed and there is no longer any activity or monies owed for this account.”CenturyLink’s statement #2: “……responsibility for the creation of this situation is was not that of CenturyLink but that of the individual who allegedly used the complainant’s personal information to acquire services…”

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 agreed to...

multiple Loyalty and Retention promotions over the past couple years. The programs have a fulfillment timeframe between 6 month to 12 months depending on the available promotional rate and term. These types of promotions are only available through loyalty group for customers calling to cancel service. The last promotion Mr. [redacted] was put on requires a one year agreement. Mr. [redacted] claims he was never disclosed the terms of an early termination fee of $200 or the requirement of the 12 month term advised previously in his welcome letter due to the changes in service. I have provided the terms as described to Mr. [redacted]. I advised Mr. [redacted] if we remove the term the regular rate of $54.00 will then billed going forward. Mr. [redacted] agreed to keep the rate and he would review his options after the agreement is fulfilled. ** CenturyLink Customer Advocacy Group Tell us why here...

Complaint: [redacted]
I am rejecting this response because:In the beginning of their response, they say the I was billed on 10/24 for 1 months service in the future plus a prorated cost for the month that had already occurred.  This means that from 9/30 through 11/23 (1 month and 23days) they billed me $328.94.  The monthly agreed upon rate was $104.99.  I know that there would have been taxes added to this but ~$120 seems excessive.  I cannot follow their response in the middle when they start talking about additional charges and credits. All of their equipment has been returned and removed from my bill so that shouldn't be an issue.   I can accept to pay the $104.99 for 1 months service but no more.  The below response was sent to them on January 20, 2016 which they have yet to reply to."Dear [redacted],According to my bills since October, I have already paid Centurylink $250.37 for a service that was active from Sept 29th through October 30th.  According to my understanding of a discussion that I had with a Centurylink rep, this money should be refunded because of your 30 day money back guarantee.  Instead of this, you are charging me an additional $264.56.  Even if you didn't have the 30 day money back guarantee, $250.37+$264.56=$514.93 seems a bit excessive for less than 1 months service. I am copying the Revdex.com on this email and adding their complaint #[redacted] so they can be aware of what's going on also."
Sincerely,
[redacted]

CASE ID: [redacted]   09/13/2016 CenturyLink has received a copy of the Revdex.com complaint for [redacted]. Below are our findings:   Review of the trouble tickets associated with Mr. [redacted]’s account confirms CenturyLink has been out several times during the past few...

months to address reported service issues at his premise. Review of the most recent ticket, dated 08/15/2016, reflects a technician visit determined the issues that were causing the service issues and corrected them. Since Mr. [redacted] is reportedly continuing to experiencing issues with his service, I have escalated this matter to the local Area Plant Supervisor for review. He will be able to schedule a premise visit and further determine what might be going on at Mr. [redacted]’s home that could be affecting the quality of his CenturyLink service. Review of Mr. [redacted]’s account confirms that he was provided an out of service credit in the amount of $6.44 for a service issue he reported on 07/28/2016. Although I am not able to decrease the monthly recurring charge for his CenturyLink services, as was requested in his complaint, I have issued a onetime courtesy credit of $50.00 to his account in hopes of covering some of the inconveniences he has experienced.  CenturyLink apologizes for any inconvenience Mr. [redacted] may have experienced regarding this matter. Should he not receive resolution after the upcoming scheduled review of the service at his home, he can certainly contact me or our Customer Service Center for follow up assistance.   Sincerely,   Mrs. [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.Per Mr. [redacted] complaint of speed issues, CenturyLink send a...

technician to the home on 03/27/2018. The technician tested the line, stated the service and speed was good to the house and left a new modem for the customer. He believes the service should be working correctly at this time. I have issued a $50 credit to Mr. [redacted] account for the speed issues he reported. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].Amber CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

CenturyLink has reviewed our previous responses to Ms. [redacted] issue.  After careful consideration, we believe our original investigation and responses to be valid. I have left Ms. [redacted] a voice message with my direct contact information for any further questions or concerns. CenturyLink has closed this complaint. ** CenturyLink Customer Advocacy Group

CenturyLink submits the following information for the complaint filed by [redacted] regarding a billing disputePer CenturyLink records Mr. [redacted] was originally offered a 12-month pure broadband discounted rate for $64.95 with a requirement of autopay. However, Mr. [redacted] began...

service on 01/13/2015 with the $112.90 5yr price lock with phone and up to 100Mbps including a -$11.00 discount and -$10.00 with required autopay making the 5yr price lock $91.90 (before taxes, fees and surcharges). Mr. [redacted] has been receiving an excessive amount of limited 6-months to 12-months promotional discounts that have been added on and expired since 02/2015 that are not a guarantee nor part of the 5yr price lock. As a courtesy, CenturyLink may offer contractual or non-contractual promotional discounts. Offering promotional discounts is not a requirement. Depending upon what promotional discounts that may be available for the products subscribed to, these promotions may be for 6 months, 12 months, 24 months or possibly a price for life and may require other products to be added or auto payment, for example. However, as promotional discount offers may change on a quarterly basis, CenturyLink agents will not be able to guarantee if a promotion will be available after the current promotion has expired or if there will be a new promotion. Any new promotions added will begin on the next scheduled bill cycle and will not back date to compensate already printed bill statements. CenturyLink will make every effort to ensure the lowest rate possible with current promotional offers for the service subscribed to. CenturyLink found no billing errors for the promotional offers added to Mr. [redacted]’s account to reduce his monthly rate. 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. Sincerely,Mr. C[redacted]Tell us why here...

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:The 30 days satisfaction guarantee promotions does not include a refund for phone or phone associated charges (activation, taxes, fees or surcharges) as shown in the...

requirements found on the 30 day satisfaction form page Mr. [redacted] filled out: 30-Day Satisfaction Guarantee from the promotions section of www.centurylink.comApplies only to new, standard, residential CenturyLink® High-Speed Internet or PURE Broadband services in select markets ("Service"). To be eligible, customer must cancel Service no later than the 30th day after Service installation at customer's residence and complete online form at https://30days.centurylink.com. CenturyLink will credit the following applicable charges to customer's CenturyLink invoice within 60 business days following disconnection date: monthly recurring Service charges, monthly recurring or nonrecurring modem or router charges (if modem and router are returned within 30 days of Service disconnection), shipping and handling fees for modem or router, activation fee, and all applicable taxes, fees, and surcharges related to Service and equipment. Does not apply to charges related to voice product, jack work and inside wiring, professional installation fees, as well as selected optional charges, such as add-on services. Equipment must be returned within 30 days after service disconnection. Customer must follow the return process found in the equipment box (black and white card) or in the User Manual to return equipment. No credit will be given for equipment that is incomplete or damaged.Qualifications from the 30-Day Satisfaction Guarantee form link:OverviewWe want to give you the best customer service possible. That´s why we´re offering our residential customers a 30-Day Satisfaction Guarantee on CenturyLink™ High-Speed Internet, PURE Broadband, and Prism™.Simply read the instructions below. If you meet the eligibility requirements and want to use the Satisfaction Guarantee, just click the link below to get to the Satisfaction Guarantee submission form. Once you get to the form, follow the directions to complete the form and submit it to us. Eligibility RequirementsTo qualify for the CenturyLink™ 30-Day Satisfaction Guarantee, you must have had residential CenturyLink™ High-Speed Internet, PURE Broadband, or Prism™ service active at your residence, must contact CenturyLink within 30 days of your applicable service activation date to initiate your disconnection of these services, and must complete the satisfaction guarantee request form.Charges & Fees Waived Under the 30-Day Satisfaction Guarantee:• High-Speed Internet, PURE Broadband, or Prism™ early termination fee• First month's High-Speed Internet, PURE Broadband or Prism™ monthly recurring charges• First month's High-Speed Internet, PURE Broadband or Prism™ monthly recurring equipment charges and all shipping and handling fees related to selected equipment• High-Speed Internet, PURE Broadband or Prism™ data activation fee• High-Speed Internet, PURE Broadband, or Prism™ installation fees• Applicable taxes, fees, and surcharges related to High-Speed Internet, PURE Broadband, or Prism™ service and equipment monthly recurring charges*Other fees and conditions may apply.As Mr. [redacted]’s CenturyLink package included phone and internet, the 30 days satisfaction guarantee credited all charges associated with the internet portion and internet fees of the service. All phone charges and fees are valid. The balance due of $35.54 includes phone service from 10/12/2015 to 10/23/2015, activation fees, taxes, fees and surcharges for the phone portion of the service.CenturyLink has sustained the charges as valid and has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Thanks, the problem is Resolved.Dr. [redacted] [redacted]Sent from my iPhone

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

only account that we were able to locate with the information provided on this complaint is the currently open account at the address that is provided. Our collections group can be reached directly at 1-800-600-1117. They have the tools to address this complaint directly.  CenturyLink apologizes for any frustration.Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding problems trying to get her business account transferred properly. I have requested our Small Business Executive Complaints Manager further assist with this dispute someone will be in touch in the next few business days. Centurylink understands...

[redacted]'s frustration with this failed service transfer process we will continue to assist as needed. Sincerely, Mr.T[redacted]

To whom it may concern: I have received and reviewed the complaint and found the following:   When the account was canceled the date the billing was effective to was the May bill cycle. The account was canceled fairly close to the term date and as such CenturyLink has adjusted the $73.95 early...

termination fee that was billed.   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

04/04/2016CenturyLink 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 that Mr. [redacted] did disconnect service within the 30 day timeframe of the 30 day satisfaction guarantee. Mr....

[redacted]’s service began on 01/21/2016. As CenturyLink bills a month in advance and his bill date was 01/25/2016, he was charged $235.92 which included 1 month in advance, prorated charges for 4 days, activation fee, purchase of a modem/router, a technician install fee, taxes, fees and surcharges. Mr. [redacted] paid the balance on 01/31/2016 in full. On 02/17/2016, Mr. [redacted] requested to have the service disconnected within the 30 satisfaction guarantee promotion. An order was placed and completed on 02/18/2016. The agent he was speaking with advised the order will credit back for service not used to the disconnect date and manual credit would be issued after taking 1-2 bill statements.The order reversed a portion of the charges, as expected,  in the amount of $205.46. A check began to process for this amount to Mr. [redacted] on 03/14/2016. On 03/17/2016, CenturyLink received notification that Mr. [redacted] disputed the balance with his bank and CenturyLink processed a chargeback of $235.92 back to his bank on 03/18/2016. The chargeback caused  the account to have a balance due as CenturyLink had already began to process a refund check for for the $205.46. CenturyLink had canceled the refund process due to the chargback. Later on 03/18/2016, the chargeback was reversed back to CenturyLink resulting in a credit balance of $205.46 remaining on Mr. [redacted]’s CenturyLink account.I have adjusted Mr. [redacted]’s CenturyLink account the difference of the amount of the credit already on the account of $205.46 and the amount paid by Mr. [redacted] in the amount $235.92 totaling an additional credit of $30.46, which will be refunded in check form within the next 10 to 14 business days in full for $235.92. As a request for the full refund check in the amount of $235.92 has been sent and the refund check will be issued with the next 10 to 14 business days, CenturyLink has closed this complaint. Please allow the current process to complete to avoid any further complications.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care