CenturyLink

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. Subsequent to this complaint being filed the customer’s account was adjusted to zero and all collections activity has ceased. ...

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 service dispute. After investigation of Ms. [redacted]'s account it has been found that the bandwidth issues had previously been resolved in the area before this complaint was received. We escalated...

her issues to our technical support team which reached out and set up a dispatch for a technician to test the speeds on the NID at the customers location. Our notes show the technician tested 25 mbs wireless through the router. Centurylink apologizes for the frustration encountered, and has placed a $25 credit on the account for the troubles encountered. For further assistance or questions please reach out to our technical support specialist that left his contact information with you. Centurylink has closed this complaint. Sincerely, Mr. C[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 verified Mr. [redacted]’s issue was resolved on...

February 23. 2016. At that time, Mr. [redacted] was given an adjustment and put on the best promotional rate available. I made contact with Mr. [redacted] to assure all concerns have been resolved. After further review of the complaint, I agreed to an additional credit of $50 inconsideration to the time it took to resolve Mr. [redacted]’s 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 filed by [redacted] and found the following:   The order to disconnect services was issued prior to but was affective and completed subsequent to the printing bill date and this is the reason the customer received a revised final bill.   As originally stated the customer has already been sufficiently compensated by back dating the bill making it effective as of July 8th, 2016 which negated all the charges from the that date forward.   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 the opportunity to review Mr. [redacted]’s account, [redacted].   Our records indicate the account was established on May 15, 2015 and disconnected on July 6, 2015 for non-payment.   The notations on the account indicate the monthly bills were...

returned due to a bad mailing address and the modem was returned on June 2, 2015.  Since it appears Mr. [redacted] did not use the service, an adjustment has been applied to the account.  A credit for $142.29 was issued on February 10, 2017.  The account currently reflects a zero balance due.   [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: the last response does not make any sense. I was contracted into a 24 month agreement and have received papers from them as confirmation. In my last rebuttal I said that I was in a 24 month agreement and that I want the discounts to reflect expiration dates appropriate to the length of my 24 month contract. CenturyLink's response was that I was "correct in stating I have a 12 month agreement...". I am unsure if she is trying to say they have changed me into a 12 month contract, or if she had a typo and meant to say that I was correct in stating I am in a 24 month agreement. I need this clarified.  Their response does not make sense and appears to end in an ultimatum of termination rather than fixing the discount expiration dates. While I appreciate the offer to waive my termination fee I'd rather the business actually honor their word. I have already paid $99 for a modem/router from CenturyLink and would prefer my money, time and energy in getting this resolved not be for naught.As to the extra fees, her response is unhelpful. I have talked to CenturyLink numerous times in the past and they never suggested all of these extra fees. That said, I don't feel like those fees are worth continued arguing. I would just like to see CenturyLink honor their continued promises of high speed internet for $34.95 for 24 months. I cannot believe this is such a challenging process. I honestly thought the partnership/bundle package of [redacted] wireless, [redacted] and CenturyLink could be a great thing. At least 2 out of 3 of those businesses have honored their contracts so far. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was never advised that the contract had a termination fee, and am disputing that I agreed to any such contract. I am asking for audible proof, or a signature proof that I voluntarily entered into this contract with a termination fee. Attached is the order confirmation, as well as the first statement since this "contract" was agreed to. In no area does it say that I agreed to a contract, or agree to any form of fee.
Sincerely,
[redacted]

After further review, There is suspended service at the address on ban [redacted]. The customer will need to fax a copy of their lease agreement and 2 utility bills to [redacted] in order to proceed with the order. The credit class will be updated to a 9 until the documents have been...

received. This is why the service was not turned on at the address. We also have notes instructing the customer to go online and fill out our 30 day satisfaction guarantee. Centurylink apologizes about the frustration encountered. For further assistance please contact our team at [redacted] for any other questions or concerns. Sincerely, Mr. [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding ongoing billing disputes and wanting credit for his time calling in for assistance. I have reviewed the account history and show the customer has called in several times over the past year for various billing questions and...

disputes. All errors have been corrected and adjusted as a courtesy I have given the customer a $50.00 credit to the account for the billing issues he will see this on his next statement. CenturyLink apologizes for the frustration and time the customer has spent trying to resolve billing issues we appreciate their patience and business.Sincerely,Mr.[redacted]

I have reviewed the complaint from [redacted] regarding his monthly bundle rate. The previous promotion the customer has over a year ago is no longer available in our billing systems. CenturyLink has a 3 month billing dispute policy the terms of the new promotion were on his bill every month...

for the 12 months the previous promotion was active.  I was able to add an additional 12 month discount of $10.00 to help reduce the bill over the next 12 months. I also gave [redacted] a one time credit for one month of his home and internet the $82.24 credit will post on his next statement. CenturyLink apologize for any conflicting information [redacted] received causing this billing dispute. Sincerely, Mr.T[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] spoke to an agent on...

09/29/2017 concerning the account number [redacted]. That agent noted they resolved the billing problem by adding a promotion and issued credits to correct the previous charges. The account [redacted] is an incorrect account and all charges have been credited. The balance on that account is now $0. 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 no money was collected from the customer for the services. The billed amount for the service has been credited...

and we do not show that the customer paid a deposit for services. If the customer has additional information that we can further an investigation with we'd be happy to investigate, but at this time we do not show that the customer is owed any money from Centurylink. 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]
       [redacted] is a fabulous resolver of issues and together we resolved the issues I had with Century Link. [redacted] was able to keep me as a customer as well as repair the damage that was done to me by other representatives. Thanks [redacted] and thank you Century Link for having [redacted] as an employee.      [redacted]       05/18/2017

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 account in question ending in...

[redacted] has been canceled and an adjustment totaling $439.53 has been issued on January 30th, 2018. This refund should be received in a form of a check no later than 14 business days from that date.   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 this complaint filed and found the following: The customer was been given adjustments on March 13th, 2017 totaling  $100.12 already, offered and accepted upon notification of the issue by the customer....

Since the error has been corrected and the correct pricing is now in place for a full 12 months going forward, no other adjustments are warranted. Agents do make mistakes and it is up to the customer to let us know in a timely manner when they don’t think that the bill is correct so that it can be addressed. Centurylink would have no way to know that the discount was not applied or fell out on the order unless the customer called to notify us which they did, almost 8 months into the services. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]
[redacted] [redacted]
[redacted]
[redacted]

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, are being investigated.    Our records indicate Mr. [redacted] ordered 7Mbps service on December 23, 2016.  He upgraded to 10Mbps speed on March 23, 2017.   As previously stated, it was determined the Mr. [redacted] is overutilizing his circuit and is receiving his paid for speed.  From the information I have been provided, Mr. [redacted] is currently working with a CenturyLink representative regarding a possible solution, which might include another speed upgrade.    Margaret CenturyLink Customer Advocacy

CenturyLink customers have several payment options they can utilize to avoid Late Payment Charges, if they feel US mail is insufficient.    Customers can pay online via CenturyLink.com with Quick Bill Pay or their MyAccount using Electronic Funds Transfer payments (on checking or savings accounts) or CCPO (debit or credit cards). Customers can also establish an automatic payment option with their credit or debit card or bank account.Customers can use Online Bill Pay through their banking institution.Customer can also utilize outside payment agencies.  A list of locations can be found at CenturyLink.com.Customer may call CenturyLink and make a payment over the phone with a representative. Please keep in mind some options may also have a processing fee.   MargaretCenturyLink Customer Advocacy

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. However, if my rates go up again within the 24 month period, I will submit another complaint with both the Revdex.com and the Department Of Justice Consumer Protection Branch. Sincerely, 
[redacted]

Complaint: [redacted]
I am rejecting this response because I never owned a home phone with Centurylink.  Centurylink billed me for a home phone, because the promotional package that I originally signed up for included internet, a home phone, and satellite TV through [redacted].  When [redacted] came to my house, they discovered that I could not receive satellite TV, due to trees surrounding my house.  Centurylink continued to bill me for the promotional package, until August of 2015, even though I spent hours upon hours explaining this over phone.  They then said that I started a new contract when they finally quit charging me for the promotional package.Any claim that I acknowledged a 200 dollar termination fee is fraudulent, because there was never a contract or recording of any conversation that I had with Centurylink.  They simply lied.  Thousands of people have made the same complaint, Centurylink should read their reviews. 
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 the adjustment for this equipment which has been verified as returned. The adjustment in question in the amount of  $645.92 has been issued...

(reference number [redacted]) and should post in the next 24 to 48 hours. 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