CenturyLink

I have received a copy of the Revdex.com complaint filed by Ms. [redacted] R [redacted], regarding her billing dispute.  I have reviewed her account and found the following: After review of the account, the January 2016 included month 12 of 12 of the $10.00 Loyal...

Customer Credit. The February 2016 and March 2016 bill statement reflected a $10.00 increase due to the expiration of this credit. The billing is accurate. On February 20, 2016 duplicate bills were mailed to Ms. [redacted] at no charge. Ms. [redacted] has indicated she would like to disconnect service I will issue a service order for March 30, 2016. CenturyLink apologizes for any frustration regarding her service. Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

04/08/2016 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 this issue to be already resolved. On 04/06/2016, Mr. [redacted] called to CenturyLink customer service...

about his billing and was advised the promotion he is currently subscribed to requires paperless billing and CenturyLink’s autopay and his account was not on paperless billing due to the account number changing during the move. He was advised to add autopay and the promotion would be added to the account. Mr. [redacted] enrolled in CenturyLink’s paperless billing and then called back to CenturyLink requesting credit for the current month. The agent placed an adjustment of $10.00 on Mr. [redacted]’s CenturyLink account. As this issue had already been resolved, CenturyLink has closed this complaint. Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   CenturyLink has requested a review of the call for order number [redacted] that was placed by one of CenturyLink partner call center groups.   This can take...

7 to 14 days and the customer will be contacted directly when the findings are determined as what specifically was disclosed on this call for the new service order   As for [redacted], the customer signs a document agreeing to the 2 year contract at the time the service is installed.   Adjustments have already been given on the account to offset the first month the customer, due to issue in the beyond the point of demarcation (the network interface on the side of the house) that provides the broadband feed are operating at an actual 159% provisioned download speed and 99% of the upload with an very stable connection.   The Revdex.com will also be given a copy of the findings in regards to what was disclosed on the call and the remedy that can be provided once this call review is completed.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]

The only service I had with you was Internet. I was told by the rep you mentioned that I had to get TV in order to bring down the rate that I was promised so the suggestion that the bill was high for other reasons is false. I have attempted to contact centurylink on numerous basis regarding my bill but your customer service is awful, spending 2+ hours on the phone with people to be disconnected. Hence why I finally filed a complaint again because you guys failed to hold up your end of the  deal. I shouldn't have to call in constantly because you guys don't bill correctly.
Complaint: [redacted]a
I am rejecting this response because:
Sincerely,
[redacted]

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] disconnected his account on May 19, 2015.  The May 29, 2015 Closing bill correctly reflects a $200 Early Termination Charge.  As reflected on the monthly statements, Mr. [redacted] was receiving a reduced monthly rate for his Internet service because of the twelve-month commitment, which would have expired on April 13, 2016.  Mr. [redacted] spoke with a representative on March 25, 2016.  A credit for $200 was applied to the account, in an effort to satisfy.  CenturyLink has contacted the collections agency to have the account removed from collection and to remove any credit reporting that may have occurred. [redacted] CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding a billing dispute. I show we charged the customer an early termination fee of $200 in error under the voice category. I have credited the $200 back to the account which will be refunded in the form of a check to [redacted]. If he doesn't receive it...

within 15- 20 days he can call our credit department to get the check status [redacted]. We apologize for the error and frustration caused trying to get this issue resolved. Sincerely,[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   Per the customer request, the customer may contact me directly the next time there is an issue with the service.   I can be reached at any of the means listed below.   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]@CenturyLink.Com

12/14/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Mrs. [redacted]’s CenturyLink account, I found that there have been 3 trouble ticket dispatched that were deemed to be associated...

with the inside wire (CenturyLink is responsible for the lines/service from the CenturyLink exchange to the NID (network interface devise) and customers are responsible for the lines from the NID and all wires, devices and equipment with in the home): ------------------------------------------------Received: 2016-11-06 17:53:00 Closed: 2016-11-10 10:34:00Report Type: DSL NO SIGNALCleared: BAD MODUAL AT NID------------------------------------------------Received: 2016-11-12 21:32:00Closed: 2016-11-17 13:21:00Report Type: DSL INTERMITTENT SYNCCleared: REPLACED JACK------------------------------------------------Received: 2016-11-20 12:11:00Closed: 2016-11-29 12:34:00Report Type: DSL CHRONIC TROUBLECleared: DISCONNECTED ALARM SYSTEM AND ALL INSIDE WIRING NOT BEING USED------------------------------------------------ Michael with CenturyLink’s escalations repair had contacted Mrs. [redacted] on 11/29/2016 and was advised that the service was working.  CenturyLink does not guarantee the Wi-Fi speeds and connection due to the possibility of so many out of our control possibilities of interference. This is the reason we do not charge for this portion of service. We do our best effort to support but again can’t guarantee it. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence, among other factors. Mrs. [redacted] was issued a courtesy credit on 11/12/2016 in the amount of $5.15 however as the issue was found to be with the inside wiring, CenturyLink finds no additional credits are warranted. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs. [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

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, This issue has already been escalated to the...

Washington State Public Utility Commission. Mr. [redacted] will receive a response for all concerns through the Washington State Public Utility Commission process. ** CenturyLink Customer Advocacy Group

Ms. [redacted]’s account was suspended for non-pay on October 27, 2016.  A payment for $121.58 was received on November 16, 2016.  However, this payment was rejected on November 22, 2016.  The account was suspended again on November 28, 2016 due to the rejected payment.    [redacted] CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   The rebuttal is asking for that which has already been offered; to recap in detail:   “The only remedy CenturyLink can offer to resolve the inability to meet the pricing the customer anticipated the monthly reoccurring charges would be to allow the customer to discontinue one or the other or both without any early termination fee (if and where applicable). The account will be noted accordingly and the customer will need to decide one way or another as to how the customer wants to proceed.”   The amount adjusted will be determined at the point of disconnection and can be affectively accomplished by back dating the effective billing date of the disconnection.   Either way, the discounts will come off at the end and any overpayment would simply be refunded.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]
[redacted] [redacted]
[redacted]
[redacted]

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaint. Please have the customer provide the account number or phone...

number and the service address and any other info as is printed on the bill. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint. Sincerely, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CASE ID: [redacted]   10/28/2016 CenturyLink has received a copy of the Revdex.com complaint for John Fortune. Below are our findings:   Our records indicate CenturyLink also received this complaint via the [redacted] Attorney General office. We were able address and resolve...

that complaint on 10/13/16. Our findings were as follows:   As the customer stated, our cable was cut by the county some time back.  Our process for getting this taken care of at the time didn't work as the request never made it to the point of approval and sending to our contractor.  At this point, CenturyLink has rectified that and the job is on the way to the contractor. The reference to shallow cable notwithstanding, CenturyLink normally works with contractors as well as local, county, and state governments to assist with working around shallow cables to prevent them from being cut.  The contractor knows this is a high priority job so it will be done as soon as locates are done.  Additionally, CenturyLink will follow up with them to make sure it does.   We appreciate the opportunity to address [redacted]’s issue and apologize for any inconvenience he may have experienced regarding this matter.   Sincerely,   [redacted]
[redacted]

07/25/2016 CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid.   Per CPNI verification process, changes must be requested over the phone for proper verification processes. I advise Mr. [redacted] to contact CenturyLink customer service by calling [redacted] should he still wish to disconnect his CenturyLink service. CenturyLink finds no credit to be warranted and has sustained all charges. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink apologizers or the difficulty in getting the issue resolved. CenturyLink has engaged its tier to support group to contact this customer and they to resolve any issues in regards to the...

quality of the service provided. The customer should expect to hear from this group in the next 24to48 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

Please see FCC response, this issue has been closed.  Please be advised that CenturyLink has completed a review of the informal complaint filed by Mr. [redacted]. In the complaint, Mr. [redacted] is disputing the $3.99 Internet Cost Recovery Fee.  The Internet Cost Recovery Fee has been in place for the life of Mr. [redacted]’s account; which was established in September, 2015. Effective with his bill dated April 25, 2016; the fee will increase from $1.99 to $3.99. The following notice was included with Mr. [redacted]’s March 2016 bill:  EFFECTIVE WITH YOUR APRIL 2016 BILL, YOU MAY NOTICE AN INCREASE IN THE RATE FOR INTERNET COST RECOVERY, TO A NEW RATE OF $3.99. THE INTERNET COST RECOVERY FEE HELPS DEFLECT THE COSTS ASSOCIATED WITH THE BUILDING AND MAINTAINING THE CENTURYLINK BROADBAND NETWORK.  It is the position of CenturyLink to sustain the $3.99 Internet Cost Recovery Fee as billed. Regards,  [redacted]______________________________________________________________________...⇄ Customer Advocacy Group

02/02/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings: CenturyLink has reviewed Mr. [redacted]’s account information to confirm his services were cancelled, effective 01/20/2016, per his request.   Review...

of the account information confirms his service was installed on 03/06/2015. Our records indicate he contacted CenturyLink on several occasions to report service issues and out of service time and that CenturyLink appropriately addressed his reports by scheduling technician appointments and providing credit when it was applicable to do so. During the time span of 04/25/15 and 01/09/2016, CenturyLink actually provided a total credit of $509.16 to Mr. [redacted]’s account for the problems he was reportedly experiencing. After careful consideration, we find no further credits are warranted in regards to Mr. [redacted]’s account. Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Tell us why here...

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a service dispute. After investigation of  Mr. [redacted]'s account  we would like to refer Mr. [redacted] to contact our technical support anytime he feels he is having trouble with his...

connection. Our Technical support is available 24/7 to assist with any issue that may arise. they can be reached directly at ###-###-####. Centurylink apologizes for any frustration. 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.
Sincerely,
[redacted]

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection. I apologize for the error, that reply was intended for another customer. Notations pertaining to account [redacted] indicate that the order was issued via a re-seller of CenturyLink services on or about October 18th of 2016. I have found another account with the same name but is from another state. I will need all the relevant account information to proceed with further review of the complaint. This should include both DISH and or DirecTV account numbers if applicable. Tis information can be provided through the Revdex.com as a rejection or sent directly to the case manager handling this complaint at Steve.S[redacted]@CenturyLink.com.   Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,   Steve S[redacted]