CenturyLink

Initial Business Response /* (1000, 4, 2015/12/31) */
12/31/2015
CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings:
Upon research of Ms. [redacted]' CenturyLink account, I found on 11/21/2015, Ms. [redacted] made a payment towards...

her CenturyLink account in the amount of $245.06 via online through the CenturyLink web site. Ms. [redacted] called and spoke with CenturyLink's financial department and requested a back out of the payment. The financial backed out the payment and transferred Ms. [redacted] to the customer service department to inquire about promotional discounts available. Ms. [redacted] accepted an offer for 10m internet for $74.93 with a 12 month promotional discount of -$29.00, a new 12 month contract with an up to $200.00 early termination fee. The $74.93 price for the internet (before the discount) includes $63.95 for the internet + $8.99 lease of equipment and $1.99 broadband cost recovery. The contract is specific to the promotional discount of -$29.00 all other pricing is subject to rate changes.
Ms. [redacted] has been leasing the CenturyLink modem since 2011 when her service was activated. CenturyLink's notification of price changes and policy is located on page 2 within the "Information About Your Account" section. As shown on the 06/10/2015, CenturyLink notified of a rate increase of the leased equipment:
Account Number: XXXXXXXXX Page: 2 of 6
Bill Date: Jun. 10, 2015

Effective with your July 2015 bill, you may notice an increase of up to $2.00 for the monthly recurring fees associated with your High-Speed Internet modem lease. If you have any questions, please contact a Customer Care representative at the telephone number printed on your bill. Thank you for choosing CenturyLink for your communication needs - we value you as our customer.
There are no notes stating anything about Ms. [redacted] questioning the leased equipment fee until this month and she has had the leased equipment since 12/02/2011. Ms. [redacted] admits she has known about the fee and is unsatisfied that the rate changes.
On 12/03/2015, Ms. [redacted] called CenturyLink again and spoke with an escalations team member who applied an adjustment in the amount of $166.21 to Ms. [redacted]' CenturyLink account and placed an order to ship Ms. [redacted] a free CenturyLink modem worth $99.99 plus the shipping cost of $22.99.
I reviewed the billing, orders and notations on Ms. [redacted]' CenturyLink account and found no justification for any of the credits issued or the free equipment and shipping. Regardless, no further action will be taken and this issue is considered closed.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received the credits I was due. I did not know we were paying for "leased equipment" like stated in the response. Still very dissatisfied with the number of calls it to to resolve my issues and the lack of "service" your representatives give. Was either transferred or written off until I got to a representative that actually took the time to look into my issue.

I have reviewed [redacted]'s reply about still having issues on his side I have requested our Internet Escalations Team contact him to further assist.  Sincerely,Mr.T[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]

Initial Business Response /* (1000, 4, 2015/11/04) */
11/4/15: Centurylink has reviewed the customers complaint regarding their request to have one bill for service at two locations. The customer is also requesting the charges for service be at the same pricing or comparable. Centurylink does not...

combine billing for service at two different locations. The customer can have service at two locations with the billing being sent to the same or different addresses. The customer can place the service they are not using on seasonal service which reduces the rate and reserves the facilities. Pricing may vary on services as the rate can depend if the account is on a promotional rate, or a rate we no longer offer. The customer may get a better rate on the new service due to the current promotions available. Centurylink apologizes for the poor customer service they received regarding this matter.
[redacted]/Cneturylink Manager
Initial Consumer Rebuttal /* (3000, 6, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any bill yet for the second location. I wont accept until I see what they charge for that. I will not pay any late fees due to lack of bill sent on their part. I do not feel that this is resolved yet. Would be nice to see something from them before I accept it as resolved. It is not resolved at this point. I still have no idea what the monthly charges are actually going to be.
Final Business Response /* (4000, 8, 2015/11/17) */
11/17/15 The customers new account of XXXXXXXXXX was issued credit of $45.48 on 11/112/15 by Mr. [redacted] with our office. Mr. [redacted] has agreed to follow up on the customers account to credit the discounts offered.
[redacted]/Centiurylink Manager
Final Consumer Response /* (2000, 10, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] was so good to call me, he did in fact take care of the bill that was not right. He is going to follow up for the next 3 months to adjust the bill. After those three months I am not quite sure what that will look like, however, I am holding on to the faith that he will follow through. At this time, I do feel that it has been taken care of. Thank you so very much for the assistance you provide.
[redacted]

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 verified Ms. [redacted] account has been...

disconnected and back credited to March 14, 2016. The final billing can take up to one bill cycle to be settled. I left Ms. [redacted] a voice message with my contact information for any further questions or concerns in regards to this complaint. ** CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:I was given a authorization number of [redacted] on 2/4/16. Century link records their calls , has anyone listen to the call on 2/4/16?
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/11/14) */
To whom it may concern:
CenturyLink has reviewed the complaint and found the following:
There seems to be a lot of misinformation and misunderstanding all the way around on what transpired, why and the significance therein.
The customers...

previous account, XXX-XXX-XXXX XXXR at [redacted] st was established October of 2013. And on And on January 29th, 2015 an order to disconnect service, DXXXXXXXX was issued and completed on January 30th, 2015.
This order, having been written on the 29th, was done after the January bill already went to print.
The final bill issued on the February, 2015 date reflects this and virtually all of the final bill that remains owed is charges for [redacted] (less approximately $8.00) as all CenturyLink charges that billed on the January bill were backdate to reflect the disconnection date of January 30th, 2015.
That said, these are valid charges and won't be adjusted. CenturyLink pays [redacted] in advance for the customer so that there isn't any disruption of the service and this amount has been paid to [redacted] for the timeframe noted on the final bill. Any other charges for [redacted] on CenturyLink systems or billed directly by [redacted] are tied to the [redacted] account number and would pick up where last left off as invoiced relative to the final bill issued as mentioned above.
The complaint indicates that the new modem requirement was after all not needed and this is not correct.
Even though the technician may have said this, it's not correct. The customers modem from the previous address is a VDSL 2+ modem and the service in the new area is GPON and requires a different modem to be capable of the available speed options, the other modem cannot handle.
This brings up another point of contention the customer has with what they experienced. The transfer of service when applying it to stand alone DSL or regulated lines is pretty much the same.
That said it would not have made any difference in this case as the technology that is available at the new place may have actually necessitated a disconnection and new connects even if the customer expectation was different.
If a transfer of service had been done to the new location, everything that was needed at the new location including a change in price, equipment and plan would be required because the service that the customer had previously is not offered at the new location.
The new service is a 1GIG/1GIG circuit and the promotional pricing the customer had prior is not available on a 1GIG circuit fed area.
The GPON service slowest available speed is 40M and goes all the way up to100M. Unfortunately, when a transfer is done, this changes everything; it is the exception, not the rule.
CenturyLink understands that not everyone wants to pay the extra pricing for the higher speeds and when this occurs does allow for the customer to opt out of the previous service with no early termination penalty as a courtesy to the customer so they have options and are not forced to pay for something they didn't request in the first place
CenturyLink does not endorse deceptive practices and will address where applicable the issues that allowed the customer to perceive this to happen in a way that was disturbing to the customer and unprofessional at anytime by any CenturyLink employee.
If the customer would, please collect all the billing documentation and contact the executive office manger handling this complaint directly by any of the means listed below for further assistance so that the customer may get resolution to all issues detailed in this complaint.
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
XXX-XXX-XXXX
[redacted]@CenturyLink.Com
Initial Consumer Rebuttal /* (3000, 12, 2015/12/04) */
I apologize I did not reach the deadline response time due to holidays.
However, in reading the response from the company I am alarmed once again. The respondent wasn't even referring to the correct account. They referred to an older account we had with them.
It's complete garbage how he have dealt with this STILL. A few weeks back I received a collection notice. They sent me a collection for the receiver box I WAS AGAIN TOLD by customer service that they'd send me a return package kit for. Never received it rather another $100+ collection bill.
It is CLEAR to me that this is how they operate and incompetence at all levels exists.
I assume I will just eat this as have others I've spoken with since our problems who've shared similar experience.
CenturyLink is the worst I've ever encountered. It's apparent now there is no plausible way for me to be reimbursed without my own time/money investment.
Final Business Response /* (4000, 14, 2015/12/21) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
The response was to that account of not e or in the event the account found using other information in the complaint.
Additionally, it did address the customers stated questions, concerns and issues to the extent could be.
Contact information was also provided to the customer for further assistance should this be needed and to date CenturyLink has not received any additional request from the customer to the manager handling this complaint.
If the customer needs further assistance, again, below is listed the means by which the customer can contact this manger directly.
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
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 16, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once again, Century Link is failing to read the complaint and/or look into the correct account.
Account number is wrong. This is our old account that we canceled in January 2015. The account I am in discrepancy over was started again in May 2015 and transferred in August with cancellation in September/October 2015. The account number I am referring to is XXX-XXX-XXXX.
SOMEONE PLEASE READ THIS AND REALIZE WE ARE NOT TALKING ABOUT A JANUARY 2015 CANCELLATION ON AN OLD ACCOUNT RATHER THE ISSUES THAT HAPPENED ON A NEW ACCOUNT IN AUGUST-SEPTEMBER OF 2015. HOW CAN NOBODY REALIZE THAT THE CONSUMER IS ADDRESSING MY COMPLAINT WITH AN OLD ACCOUNT. HE IS NOT EVEN ADDRESSING MY COMPLAINT DURING THE CORRECT DATES!
See their post below.
C"enturyLink has reviewed the complaint and found the following:
There seems to be a lot of misinformation and misunderstanding all the way around on what transpired, why and the significance therein.
The customers previous account, XXX-XXX-XXXX XXXR at 2602 NW 158th st was established October of 2013. And on And on January 29th, 2015 an order to disconnect service, DXXXXXXXX was issued and completed on January 30th, 2015.
This order, having been written on the 29th, was done after the January bill already went to print.
The final bill issued on the February, 2015 date reflects this and virtually all of the final bill that remains owed is charges for DIRECTV (less approximately $8.00) as all CenturyLink charges that billed on the January bill were backdate to reflect the disconnection date of January 30th, 2015."
THEY ARE LOOKING AT AN OLD ACCOUNT!!!!!!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Appreciate CenturyLink now willing to send reimbursement, however at this point will, for simplicity, continue to have the credit used with the next two billing cycles.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We returned ALL equipment. we never intimated our service wasn't installed. That was never the issue. The issues were prior to installation and during installation. The service from beginning to end was poor, to say the least. If you'll review your records further, you may notice there were numerous delays on your part prior to successful installation. However, we were charged from the initial date of UNsuccessful installation and errors made during installation after that. it took three service dates to finally get successful service. We were charged the entire time.Your company used the fact that we live on a military base to justify the initial delay in installation when your installer failed to return a phone call immediately after he let us know he was trying to access the base. Yet, your other installers were able to access the base without any assistance from us. That suggests your initial installer was not only negligent in his job but dishonest.The lack of service when agreed upon caused a delay in my wife being able to begin working, as she works from home and an Internet connection is necessary. The complete lack of customer service during installation, during our service, during cancellation and now our year-long fight for your company to acknowledge your failings is ridiculous.We're not asking for further credit of any kind  In fact, we have agreed to pay the full amount owed. We simply want to pay you directly. Sending our account to collections adds insult to injury at this point  We want this account removed from collections, our credit report cleared of that and an address we can send the full balance to CenturyLink directly.  The he credits you've provided 
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.   While Mr. [redacted] was receiving a monthly statement and paying the monthly charges, CenturyLink has agreed to issued a credit for charges on the August to December 2015 monthly bills.  A credit for $328.80 was issued on July 27, 2016.  Since the account is closed, a refund check with be issued.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

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, Ms. [redacted] agreed to a promotional term agreement,...

therefore the early termination fee is valid. I didn’t find any documents supporting Ms. [redacted]’s claims regarding our agent would waive the fee. All final charges in concern are valid and have been sustained. ** CenturyLink Customer Advocacy Group Tell us why here...

I have reviewed the complaint from [redacted] regarding a misquoted price on his bundle package. I reviewed the account notes confirming [redacted] statement unfortunately the 1GBPS internet isn't eligible for any additional discounts. We did give [redacted] a one time credit of $100 to resolve the...

compliant on 1/8/18 he can cancel with no termination fees due to the misquote. We apologize for the misquote the Consultant was given feedback to ensure they don't make the same mistake again. Sincerely, Mr.T[redacted]

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her account, [redacted].  I would like to apologize for the less than exemplary service that [redacted] recently received from CenturyLink representatives.  Her 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.    Per the notations on the account, [redacted] spoke with a representative on February 15, 2016 to disconnect the account.  The notations indicate the representative attempted to transfer the call to the Retention Group to have the order issued.  It appears [redacted] did not stay on the line.  Thus, no order was issued.  The notations do not reflect any other customer contacts until June 27, 2016.  The account was suspended for non-payment on April 7, 2016.  An April 7, 2016 Closing bill reflects a balance due of $157.26.   While the balance due on the account is valid, an adjustment has been applied to the account, in an effort to satisfy.  A credit for $157.26 was issued on November 15, 2016.  The account currently reflects a zero balance.   CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted]

Complaint: [redacted]
I am rejecting this response because: I would like for Mr. [redacted] to note that my bill has gone up over $20.  The only product added to my knowledge with my permission is that of a [redacted].  This was added because CenturyLink no longer offered if upon renewal.  That charge is $3.99.   The rep from Centurylink that pursuaded me to go from a routine 2 yr. agreement to a 3yr. commitment told me that my bill would decrease from the approximate $125 per month, simply because of the longer contract.  Mr.  [redacted] has not responded to this.  Why would I call in and agree to something that over 3 yrs. would cost me an extra $400.  Also  it wasn't' until the call in December when I was attempting to port the number was I ever made aware of a "special"  group that could lower my bill.  In September I was never made aware of this "special" group.  I called in good faith back in September trying to resolve the issue and was told sorry it is what it is.  If I am proved wrong on this by way of a recorded telephone conversation I will gladly pay the $200.  Please read me the transcript where I was offered this "special" group to talk to back in September when I first called.  The proof is in the pudding, when I renewed for the 3 yr.  I simply was asking to save money and I end up paying more for a longer period of time.  This is not acceptable.   
Sincerely,
[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The customers most recent bill is charging $45.00 for the internet services. There is an internet cost recovery fee of $3.99 and a modem rental fee of $9.99; the...

billing is correct. The customer was given a $50.00 adjustment in July of 2017, an adjustment of $40.17 in August and an adjustment of $105.12 on October 19th 2017; 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 Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because: I would like for you to search for it under the address [redacted].  The only response acceptable to me is to have this removed from my credit.  Thank you.
Sincerely,
[redacted]

I have reviewed the complaint from [redacted] stating they requested their account to be canceled over a year ago when they move from ** to **. I reviewed the account notes and don't show the customer has  spoken to any CenturyLink employees for the past year. We can't process...

a disconnect order via this public forum they would need to speak to our Disconnect Department. Since [redacted] now lives in ** we do have offices open in the pacific time zone which  are open after regular working hours  on the East Coast [redacted]. I apologize this type of order can't be issued via this platform. Sincerely,[redacted]

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his accounts, 406 549-2436 815, 406 728-6761 815, and 406 728-6761 254.  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. All of Mr. [redacted]’s accounts have been disconnected.  Account 406 728-6761 254 was disconnected on August 20, 2015 and reflects a zero balance due.  Account 406 549-2436 815 was changed to 406 728-6761 815 on August 17, 2015 and was disconnected on November 6, 2015.  The November 4, 2015 Closing statement reflected a balance due of $251.43.  In an effort to satisfy, a credit for $251.43 was issued on January 8, 2015.  This account currently reflects a zero balance due. CenturyLink regrets any inconvenience Mr. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

After reviewing Ms. [redacted]’ complaint, this issue was already resolved via the State of Montana Department of Justice. It was determined that service was terminated within the guidelines for the 30 day guarantee. However, the customer is typically responsible for installation charges. Since the...

services were not installed; a credit was applied. There was no negative credit reporting. The balance due was $19.95. CenturyLink apologizes for any frustration. Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following:   An escalation repair request has been submitted to determine the underlying cause of the issue. Please allow 48 to 72 hours for the repair specialist to contact and coordinate a dispatch to the customer’s residence and to evaluate the line conditions on the CenturyLink side of the network interface   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