CenturyLink

02/03/2016CenturyLink 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 no access into his account on 12/28/2016. CenturyLink systems auto tag an agent id when an account is...

accessed regardless of a remark being left.On 01/04/2106, Mr. [redacted] called CenturyLink and requested to disconnect service. An order was placed with the due date of 01/07/2016 (standard timeframe). The billing, as standard, stopped on 01/06/2016 as shown on the final statement dated 01/13/2016.As Mr. [redacted]’s CenturyLink account was disconnected with in a standard timeframe from the date requested to disconnect, CenturyLink finds this issue to be resolved and has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

05/09/2016CenturyLink 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] was leasing a CenturyLink advanced modem as shown on his bill statement each month, as show...

on this clip of his last scheduled bill statement:Account  [redacted] Billing Date  Jul 01, 2015 Advanced Modem - Lease 7.99On 07/07/2015, Mr. [redacted] called to CenturyLink customer and requested his CenturyLink service be disconnected. An order was placed with the first available due date of 07/08/2015. A return label was ordered on 07/08/2015 and shipped on 07/09/2015 for the leased equipment to be returned to CenturyLink. The final bill for service was created on 07/08/2015 with credits for services not used (as CenturyLink bills a month in advance).When CenturyLink did not receive the leased equipment on 09/08/2015, the lease was converted to a non returned equipment charge of $107.64 ($99.99 + $7.65 taxes). As CenturyLink had sent a prepaid return label to Mr. [redacted] and he did not return the leased equipment to CenturyLink, CenturyLink finds the charge to be sustained as valid with no credit adjustment being warranted. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I apologize Mr. [redacted] wasn't credited for time out of service. I have credited Mr. [redacted]'s account $20.49 due to the service trouble. All concerns have now been addressed. ** CenturyLink Customer Advocacy Group

10/03/2016 I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute.  Unfortunately, Ms. [redacted] did not provide her [redacted]’s 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]
[redacted]
[redacted]

I have reviewed the complaint from [redacted] indicating a delay in installation of internet.  I checked the address provided and don't show any active CenturyLink accounts at that location. The customer didn't provide an account or order number in the complaint details. If they still...

need assistance I would be happy to help if they can provide me the order  details. Sincerely,Mr.[redacted]

Initial Business Response /* (1000, 4, 2015/07/06) */
07/06/2015
CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings:
I made contact with the CenturyLink's area plant supervisor with a request to expedite the burial of...

the drop line in Mr. [redacted]'s yard. I received a response back today stating that the work has been completed and Mrs. [redacted] was satisfied.
I apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because Century made a mistake and put someone else's name on MY account number at my address. I will be sure to let everyone know they're in the habit of putting other people's names, addresses on their customer's bills. This is NOT my problem since it's not MY mistake.  It's their mistake so it's their problem.  I tried to resolved this matter responsibly, but since they don't care about resolving their mistakes, I will just make sure everyone I know, knows what an awful company they are and how little they care about their customers.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/17) */
CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, XXXXXXXXX. I would like to apologize for the less than exemplary service that Mr. [redacted] feels he 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.
In an effort to satisfy for any misunderstanding that occurred, a credit for the purchase price of a modem has been applied to the account. A credit for $99.99 was issued on December 16, 2015 and should be reflected on the January 7, 2016 bill. CenturyLink regrets any inconvenience Mr. [redacted] has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate this effort on the part of Centurylink. However there are a few troubling aspects to the response. I think the problems I had in dealing with Centurylink were not primarily due to failings on the part of individual employees but due in large part to systemic problems with customer communications. For instance I have not and probably never will receive any direct verbal much less written communication from Centurylink explaining what changes they have made to my contract with them. Too much of their policy and pricing structure is soft and poorly defined so that neither employees or customers are ever completely sure of the details.

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 contacted Centurylink...

and inquired about promotional pricing on March 7th of 2016 and agreed to a new promotion that required paperless billing and autopayment and a 12-month term to avoid any early termination fee. This negated the previous promotion and re-set the new promotional term to run 12 months from that date. This is stated on the letter of confirmation (including the terms and conditions) that would have been sent out after the order was placed. Each bill from the march bill forward stipulate what the terms currently is, the months left and the date the term is applicable for. Therefore, the customer incurred a valid prorated early termination fee of $119.80. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

Complaint: [redacted]
I am rejecting this response because:  century link failed to notify me by mail there was any equipment needing to be returned.  I spoke to them several times by phone and it was never mentioned to return it when I closed my account order when I reopened after I moved..  they never informed me yet 6 months later they put it on my credit report?  That's bad business.  It was only when t h e technician came that I brought it up.  I refuse to pay for something that has been returned.  I'm more than happy moving my business elsewhere. 
Sincerely,
[redacted]

03/30/2017 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon receipt of Mr. [redacted]’s Revdex.com complaint, I requested CenturyLink’s escalations repair to assist with the situation. Below is the...

resolution: -------------------------------------------------------------------...⇄ first dispatch was tagged as part of the outage that was in the area. When the outage cleared customer still had an issue with the internet so a second dispatch was set up which according to the closing remarks from the field technician programming was corrected. I left a message on customer's cell this morning. I just called again the home number and talked to a family member who stated that all the services went down even for other phone companies in the area for a short time, but everything came back on. I confirmed that the internet connection is working and I issued credit to the account.------------------------------------------------------------------------...⇄ 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. As the issue has been corrected and a credit adjustment has been issued, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

2/17/16 Centurylink has reviewed the customers account regarding the $200 early termination charges they were billed. The customer indicated they were advised the charges would be waived. The customers account was issued credit of $228 on 2/9/16. Centurylink apologizes for the poor customer...

service received regarding this matter.[redacted]/Centurylink Manager

I have reviewed the complaint from [redacted] regarding a promised credit and buried temp drop line hazard. I have sent an escalation request to get the line buried they will be in touch soon to schedule a date to mark the facilities and schedule a contractor to bury the line. I...

have also given the customer a credit for one month due to our delay in installing their service due to our techs being backlogged. The credit has already posted to the account and will show on the next billing statement. We apologize for the time spent and frustration caused by these unresolved issues.Sincerely,[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed final bill. I have reviewed the closed account and show the customer's account had been zeroed out then additional charges came in before the final statement was generated. We apologize for this error I have...

adjusted all charges remaining charges on the closed account.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]

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   A Broadband Escalation Representative tested Ms. [redacted] service.  While she was receiving her paid for speed, some line errors were detected that could be impairing the stability of the...

connection.  A technician was dispatched and no trouble was found on the CenturyLink side of the Network Interface.  However, inside wiring issues were found in the basement, which was the cause of the trouble.    Since November 2017, several repair tickets have been opened and closed.  Ms. [redacted] has received three out-of-service credits; $50 on November 14, 2017, $25 on December 5, 2017, and $26.67 on January 4, 2017.  Ms. [redacted] is a valued customer and CenturyLink regrets any inconvenience she has experienced.   [redacted] CenturyLink Customer Advocacy

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 of their own volition...

purchased a new modem outside the equipment offered from CenturyLink. The customer should return the modem to the retail establishment where it was purchased as CenturyLink will not reimburse the complainant for this item. As for the early termination fee, the customer was very close to fulfilling this obligation when terminating the service so Centurylink has issued an adjustment for this fee in the amount of $59.90.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] A [redacted] and found the following:   Looking at the technical specifications of the customer’s connections it may in or outside the customers premise or simply the distance that...

the customer is from the central office that is affecting the speed.   As for the network, nothing changed with the merger/acquisition of [redacted] by Centurylink, it’s the same network and equipment that is serving the customer as was prior.   While CenturyLink normally does not disclose information regarding upgrades to the network as it is considered proprietary network information, Centurylink will offer the following information.   Having looked to see what potential upgrades may be in the works for this customers area, it appears that plans to upgrade to a faster type of internet is scheduled for sometime between the end of October and the end of the year.   What type of upgrade that is and how or what that will provide this customer cannot be disclosed at this time.   In the mean time, the customer may contact the manager handling this complaint at [redacted] and I can have our tier two support groups review the current issues the customer is having and see if there is something that can be done in the interim to improve the performance.   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 from [redacted] regarding a disputed bill on a closed account. I see by the notes the customer didn't receive a bill due to an incorrect zip code they also didn't contact us from September until January 28th looking for their bill. I show the...

customer has been issued credits for all the late fees $48 credit to the account. The customer states they were to be on a promotional rate for $31 per month that would have required a service agreement which they were not on. As a courtesy I adjusted 4 months  $31 for the rate difference the customer thought they were getting for a total adjustment of $124 off the balance. Had they been on the promotion they would have been charged a $200 early termination fee for canceling before the term was up which I am not adding to the final bill. The remaining charges of $393.31 consist of the cost of the modem they purchased, prorated charges & fees plus their monthly rates over the time the account was active. We apologize for the time and frustration the customer experienced through this process and dispute.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. All the adjustments except for the...

difference in the lease versus purchase option have been adjusted already. I have issued an order ([redacted]) to remove the modem lease fee and issued a onetime adjustment of $50.00 to offset the modem lease fees already incurred or yet to incur on possibly one more statement. The modem lease fee is $9.99 a month (which again, has been removed) and the additional $3.99 internet cost recovery fee is separate and cannot be removed.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]