CenturyLink

Complaint: [redacted]
I am rejecting this response because:Your not billing me the monthly rate agreed upon from July of $67. Your customer service and billing practices are deceitful and dishonest. You also claim to have no record of the original service contract which included a $125 gift card, to which I never received and have attempted to correct several times. I will cancel service and will pay no further bills from your company, you have failed to honor your side of the contract and have broken the contract.This is a classic bait and switch scam.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/09/16) */
CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXX.
Ms. [redacted] took over this account from another customer via a change of responsibility on 01/08/14. The customer...

provided their person information including a Social Security number, which is required to take over a previous customer's account. There were no payments to this account, but contacted customer service on 02/21/14 about equipment charges on the account. The customer did not disconnect the account and it was closed for non-payment on 04/10/15.
I have left several messages with the customer without contacting her. I left my contact information and offered future assistance if required. The charges and final bill are valid and sustained.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (3000, 9, 2015/09/22) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Thursday, September 17, 2015 7:34 AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXXX)
This matter has not been resolved. Most of the facts have been left out, including the payments I made which were credited to an additional account, which I never asked for and never used, which were never recorded or credited to the proper account.
The damage which has been caused to my credit, the unpaid plethora of hours I've put into trying to resolve this issue over nearly 2 years, having my service cut off twice while I was working on line, being disconnected by Centurylink in the middle of important discussions (and the CL supervisors to whom I'd been transferred never called me back), the untold number of conflicting information provided by every different CL representative I spoke to...the "middle ground" is impossible to assess. If I had an attorney, or could afford one, I'd have sued this company long ago.
The information this Centurylink representative is including in his response is only a fraction of what actually transpired. I made more payments than my one account should have required, but the right account was never credited. As far as I can conjecture, those payments were credited to an account which no one ever used (I returned the equipment and never connected to the 2nd account), while the account I was using appeared to go unpaid.
If this company will simply stop harassing me, stop turning me over to different collection agencies (they've used at least 4, I believe) and dismiss this debt, clear my credit, I will consider the matter closed and simply never recommend them to anyone I know. My time, postage, and the costs incurred as a result of my damaged credit cannot be recaptured.
[redacted]
Final Business Response /* (4000, 34, 2015/11/16) */
CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account, XXX XXX-XXXX XXX.
Ms. [redacted] was able to provide additional information regarding the account in question. Ms. [redacted] originally set up internet service, account XXX XXX-XXXX XXX on 11/21/13 at [redacted] E [redacted] S Midvale, UT XXXXX. There was an existing account already present under a different customer's name. Ms. [redacted] had her account closed on 12/31/13 and effectively back dated to the date of install. This pro-ration created a refund against the account for $44.41 for services that were never paid upon.
Ms. [redacted] took responsibility of the existing account and the account changed to her name. The customer made a payment for $121.59 on 02/11/14 against the closed account, XXX XXX-XXXX XXX in error and the payment was not applied to the customer's current account. We have located that payment and applied the credit to the account.
The account, XXX XXX-XXXX XXX, has been closed and the balance has been reduced to zero. CenturyLink recalled any previous collection referrals and requested any negative credit reporting be removed from the customer's credit report.
[redacted]
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 36, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the complaint from [redacted] regarding a disputed monthly bundle rate. I have reviewed the customer's account show they have the lowest possible rate for our internet and Prism TV service Their total new charges are $88.91 on the July 22nd bill. They are getting $69.95+ taxes,fees and...

surcharges we don't have any other monthly discounts to offer. I have noted the account do waive his early termination fees if they choose to cancel before their promotion expires on 5/15/2018. We apologize for any conflicting information and frustration this has caused.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I see the statements that you have attachéd. That's great. I see that I paid Centurylink money in November and December.  Please explain this to me in a way differently than attaching a bill summary. It looks as if I paid money for a service that was supposed to be refunded to me. Please review previous comments from me.  It also looks like I paid more than the ~$108 dollars that was quoted to me. If I am missing the point to you sending me these bill summaries, please help me understand. I have asked this numerous times in different ways and fail to get a response.  
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for the delay in getting this issue resolved as of this date, all charges resulting in this order and subsequent cancelation resulted in a refund of $12.36 which is noted on...

the revised final bill. All charges from February 9th, 2016 forward have been reversed when the effective bill date of the final bill was corrected to reflect the February 9th date even if the customer had service past this point, the bill reflects an effective date of February 9th. 2016. AS for the modem issue, there is no history of the modem being shipped there as it indicates it was actually brought on the truck. If for any reason the customer gets any bill related to this other modem please have the customer contact the manager handling this complaint at [redacted] for further assistance if needed. 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 [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
CenturyLink received my initial service transfer on 10-27-2015. One of their agents closed my request on 11-03-2015 without my consent. I then had to call and have them open a new service request on 11-04-2015. Additionally, I was the recipient of more poor behavior. One of their technicians claimed to not have found the telecommunications box housing the wiring necessary for service. I believe they intentionally lied to CenturyLink management so that they could get paid without having to complete their work. It took me 60 seconds of walking my home's perimeter to find the obvious box. TI'm not sure how a trained technician could not find the hardware. Then, I had a 2nd visit from another CenturyLink technician. He could not find the CenturyLink infrastructure wiring that is installed street side outside of my property. I had to point out the hardware to him. CenturyLink required that I be at home to receive their service for the previously stated visit. After 2 hours of assisting the technician, he informed me that he did not need access to the inside of my home to resolve the problem but would need to refer the problem to headquarters. I am uncertain why I had to stay home from work for them to rarely interact with me or my home. Service was never successfully transferred from our prior home which was originally setup by Qwest on 11-18-2015 as claimed by CenturyLink. This is the reason for repair request on 11-19-2015. CenturyLink claims that service was restored on 11-23-2015 which is another false claim. After about two decades of loyal patronage, we had to get service from a competitor who not only had lower prices with more features but had better service. Although we appreciate the monetary credits, we would have preferred competent, reliable service without the aggravation. I spent over 4 hours on hold and speaking to customer service representatives who were more comfortable being kind than resolving the service issue. In the end, the nearly $83.09 covered the time without service but not much more. It did not cover the cost of my time nor soothe the aggravation I endured. I am much happier now that me and my family is no longer having to deal with the poor service of CenturyLink.
-Dissatisfied Customer of nearly Two Decades.

CenturyLink appreciates the opportunity to review Mr. [redacted] accounts, [redacted] and [redacted].   Our records indicate Mr. [redacted] disconnected his CenturyLink account ([redacted]) on October 23, 2017.  The October 23, 2017 bill did not reflect an Early...

Termination Charge for CenturyLink products and service.   Mr. [redacted] DirecTV account was combined with his CenturyLink account for billing purposes.  When account [redacted] was disconnected, CenturyLink account [redacted] was established for DirecTV billing.  An October 28, 2017 bill was issued, reflecting DirecTV charges only, including a $220 Early Termination Charge.  Account [redacted] was disconnected on December 7, 2017.    Per the notations on the account, Mr. [redacted] was advised on December 15, 2017 to contact DirecTV regarding the Early Termination Charge.  A January 28, 2018 Revised Closing bill was issued, reflecting a $220 credit for the Early Termination charge.   CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

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 on March 9, 2016 regarding his account.  The notations indicate different options were discussed and Mr. [redacted] would call back to place an order.  An online order was issued on March 11, 2016 to upgrade the Internet speed.  As reflected on the March 25, 2016 bill, his speed was upgraded and a new six-month promotional discount was added.  His monthly rate after the change was $91 ($96-$5) before taxes, fees, and surcharges.  Mr. [redacted]’s April, May, June, and July bills reflect this rate and there is no indication that he contacted CenturyLink to question the rate until July 29, 2016.   Per the notations on July 29, 2016, Mr. [redacted] called, disputing the monthly rate.  It was explained that March order was issued online, thus the difference in cost.  The representative agreed to add two new twelve-month promotional discounts.  In addition, he agreed to issue a credit for one additional month (month thirteen) of the promotional discount ($41.05).  As reflecting on the August 25, 2016 bill, Mr. [redacted] monthly cost will be $49.95 ($96-$5-$41.05) for twelve months before taxes, fees, and surcharges.  Since Mr. [redacted] will be receiving the $49.95 rate of twelve-months, his request for further compensation has been respectfully denied.   CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/10/08) */
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 have verified the credit Mr. [redacted]'s inquiring about was processed on October 5, 2015. I made contact today with Mr. [redacted], I apologized for the inconvenience CenturyLink may have caused.
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After opening Revdex.com complaint, issue was resolved quickly. I still feel that opening a federal complaint against a company shouldn't be required to receive adequate customer service and respect.

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: CenturyLink acknowledged that errors occurred, agents make mistakes.  That said, we can’t simply override the systems to accommodate when they do, it would not be fair to those that sign up and pay the correct rates for the products. Nobody is accusing the customer of any wrongdoing or manipulation just explaining the situation and the resulting issues. In lieu of the promised credit that did not get issue in January CenturyLink has issued a $50.00 to the current account as a courtesy to the customer and hope that the product at the promotional price and at the regular price stands on the merits of the value and the customer stays with Centurylink. The reference number for this adjustment is [redacted] and should appear on the next or subsequent bill cycle. 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] writing regarding her recent experience with our company.  I regret to inform Ms. [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation.  I was unable to locate an account with the limited information on the Revdex.com...

complaint.  In order to investigate the complaint, the CenturyLink account number will need to be provided.  If she doesn’t have the account number, I might be able to locate the number if she provides her old service address.    Once the CenturyLink account number is provided, CenturyLink will be happy to investigate Ms. [redacted] concerns.  I regret any inconvenience this may cause.   Margaret 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.
 There is no mention in their response about notifying the three credit bureaus that this was an error.  I will check in 30 days to see if it's been removed as a negative item on my account.Thank you for your assistance to bring about this resolution!
Sincerely,
[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 have verified the Early Termination Fee...

billed to Mr. [redacted] is valid. I will need to review this complaint further with Mr. [redacted] for a better understanding on Internet service’s billed. I have left a voice message for Mr. [redacted] for further discussion. ** CenturyLink Customer Advocacy Group

To whom it may concern:I have received and reviewed the customers’ complaint and found the following:The circumstances surround the inability to get the service active and or bundled were due to eith late or nonpayment of services on the stand alone internet account.This has been explained and all...

charges, including valid charges regarding the intent have already been back dated and adjusted to February 16th, 2016.In lieu of the difficulty in getting an answer to the complaint through the normal channels, CenturyLink has, in addition to the charges already waived, issued and adjustment of $82.45 leaving a balance due of $148.75 which will not be adjusted and is past due.All restoral and late payment fees resulting in the conversion to a voice line package as well as all installation fees or activation fees are part of the adjustment listed in this reply.Since the back dating of the bill negated valid charges for the internet that amount to roughly the difference in this adjusted balance due and the final balance due of $231.20, no further adjustments are warranted.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,[redacted] Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:They are blatantly committing "bait and switch".  They bait consumers with a $49 package then switch it to $140.  Then lock us in for two years with early termination penalties. shame shameSincerely,
[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. Upon review of the account, the...

customers statements or recollection of events leading up to the suspension of service do not match the account notations. The customer did not pay the first three bills and then was suspended. The arrangement to pay the $128.16 to maintain the service was made and then rejected. When this happened, the account was suspended for non-payment, the account was debited back for the rejected payment and the current months bill of $64.86 which due on December 30th, 2017 became due as well. At this point the customer owed a total of 193.02. The $128.16 was debited back on the account and this is the reason for the increased amount past due of 321.18 which was finally received to bring the account current and allowed the account to be restored. The account prints the bill on the 10th of each month and the payment is due approximately 16-18 days later. It is imperative that the customer staring with the first bill not 3 cycles later make timely payments to keep service active or the customer may be subject to a suspension of service. The amounts quoted were correct but that payment failure is the reasons for the large amount due upon calling in again, not what was quote on a prior call. The January bill that printed on the 10th of January was due by February 1st and if not paid will incur a late fee as well. The customer may want to set up autopayment to avoid these issues or fees in the future.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[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]

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. The customer is notified at the time...

of the order that they can purchase or lease the modem. The lease option serves as an extended warranty and technology change extension agreement too. At any time, the customer may have had an issue with the modem while leasing it or moved or changed the technology due to a change in a change to the service, there would be no charges incurred because of these actions as the product would be either under warranty or under the terms of the lease agreement if out of warranty which covers out of warranty and technology changes at no additional cost to the customer. The customer has decided to purchase a compatible modem and that is fine but has been done of their own volition. It will be covered by the manufacturer’s warranty and not by Centurylink. This is another reason to lease equipment as opposed to purchasing; again, the choice is the customers. As for the equipment return, the labels issued are not connected to any specific account they are just generic shipping labels provided under the agreement with the shipper. It is always imperative that the customer when shipping anything that they retain a copy of the tracking number, this is just a good practice in case the shipper loses or damages the parcel. The labels provided have a peel and stick section at the bottom of the label that the customer can retain for their protection in either of those events. It is also a good idea to get a receipt or take a picture of the label and tracking number on it with one’s cell phone (if available) when returning these to the UPS facility or prior to dropping them off at any UPS box. Once the customers modem has been confirmed as shipped, the modem lease fee can be removed. The customer can email me directly at [redacted] to get this done or call into the call center, whichever is more convenient. No refund will be issued for the customer purchasing a modem at a retail location that is not affiliated with CenturyLink; there is no way that this can be done. As for the billing of this lease, it is clearly stated on every month’s bill and should have been addressed at the first month’s bill if there was an issue with the fee or if was not disclosed at the time of the initial set up. There is no way to verify this was or wasn’t done at this stage in the service, calls are held for approximately 45-180 days. The price for life referenced in the complaint is for the service, not the equipment either purchased or leased; this is the same for virtually types of service such as internet, cell phone or TV services; this is not a unique marketing or business strategy, its standard in all these services.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer has already been sent two labels; the most recent was on March 29th, 2016 and prior to this on January 28th, 2015. The charge for the unreturned product was not even initiated until...

March 31, 2015 and only after a label was mailed and the return past the 30 day return date required. There are notions on Aril 7th, 2015, April 8th, 2015 and additional notations in may that indicate the customer was aware and was trying to find said equipment to see if they had returned it but to no avail. The amount of the collection is the amount of the equipment plus tax. If the customer pays this, then the issue will be resolved and collection activity will cease. 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 this issue has already been resolved. The account notes show that on 07/18/16 an adjustment of $453.38 was...

placed on the account. Centurylink apologizes about the frustration that Ms. [redacted] has encountered regarding this situation. Sincerely, Mr. [redacted]