CenturyLink

I have received a copy of the Revdex.com rebuttal filed by Ms. [redacted], regarding the disconnection of service.  According to the original complaint, Ms. [redacted] said, “I would like to CANCEL my account, which I was told I need to call to do but you cannot reach ANYONE  by phone EVER!”. Based on Ms. [redacted]’s desired settlement request the service was disconnected. Ms. [redacted] should contact CenturyLink at [redacted], if she would like to make changes. CenturyLink apologizes for any confusion. Sincerely, Ms. [redacted]

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Ms. [redacted]’s CenturyLink account, I found this complaint about promotion billing has already been address by a response to a duplicate FCC...

complaint:October 15, 2015Re:      [redacted], [redacted] IC [redacted]           Notice of Informal Complaint Service Date 9/30/2015Dear Ms. [redacted]:Please be advised CenturyLink has completed a review of the complaint filed by Ms. [redacted].  In the complaint, Ms. [redacted] states that she’s had poor customer experiences with CenturyLink.  She called about her bill, and was told she had to have auto payment to get the discounted rate, and they would not refund her payment.CenturyLink records show that Ms. [redacted] placed the order for her service online.  Her current monthly rate for Internet service is $39.95 per month, plus taxes and surcharges. She is receiving a discount for paperless billing.  To get an additional discount, Ms. [redacted] needs to add auto pay to her account.CenturyLink regrets any inconvenience Ms. [redacted] has experienced while resolving this matter.Sincerely, [redacted]CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid. CenturyLink find no credit adjustment to be warranted and 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 the complaint filed by Mr. [redacted] and found the following:   Additional review found another outstanding residential bill that needs to be addressed prior to any further discussion regarding the final bill for the business.   If the customer wishes to discuss this other outstanding bill and the payment thereof consideration may be given regarding the prorated early termination charges being disputed.   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]

Complaint: [redacted]
I am rejecting this response because: First, [redacted] set up this account,  not me personally. [redacted] said NOTHING about auto pay for the add'l $10 discount. I went thru [redacted] to try to fix this multiple times.  I did also contact CL BEFORE April and was told orginally they did not know I was a [redacted] customer,  did not have the original order,  and referred me back to [redacted]. CL should contact their partner [redacted] to see how many times I was on with them aND check their records again. To today, as of five minutes ago,  [redacted] STILL states I should be paying CL 43.94 plus tax.  34.95 plus 8.99 modem.  No mention of auto pay, then or now.  CL states I have the 25 speed for an additional $10 a month. I was not offered any choice of speed and certainly this could be why the error has all come about.  Perhaps, CL needs to check these things with [redacted] and train them to represent their service properly.  Furthermore,  my first payment of 175 was NOT returned.  CL had my account number incorrect. Without CL making any effort to contact [redacted] and properly follow up on the order,  I reject this response. The only assist CL has given me since day one was referring me back to [redacted]. I assure you [redacted] has logGeD multiple times of me requesting THEY fix this. THEY set it up. What I have paid at this point for the total months of service equals what I should be paying per [redacted]. Also, for the record another thing is [redacted] never said ANY THING about the first month not being discounted.  I do not want their service for this price.  I would not have accepted their service at this price. I will discontinue their service. 
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute. After investigation of [redacted] account it has been found that Centurylink has not hiked [redacted] rates. Per our investigation the customers promotional discount ended which is...

stated on the customers monthly statements. In July the customers billing statement showed and stated that it was in month 12 of 12 for the current promotion that was being offered. Please contact our support team directly to see if you qualify for any current promotions or discounts. They can be reached by calling [redacted]. Centurylink apologizes for the frustration encountered. Sincerely, [redacted]

04/14/2016CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid.  The return label was sent to the address on the account: [redacted]. The return label was not returned back to the company.CenturyLink has sustained all charges as valid and finds no credit adjustment to be warranted. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
My account # is [redacted], I think the main problem is that I never received the updated modem that I was told they would send that could handle these speeds.
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a credit request for non working phone service. I'm sorry to hear it took us so long to figure out why the phone service wasn't working that would be frustrating to say the least. I show we did credit the three months of...

service back on 6/21/16 we apologize for the time spent trying to get this issue resolved.Sincerely,Mr.[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding wanting their old CenturyLink phone number ported over to [redacted]. This porting process would require the old number to be active with Centurylink before it can be ported over to another company. The customer would need to...

call our Customer Care Center to see if we do have the number and have an order placed to activate the number. At that point they can contact their current provider and request it be ported to their company. [redacted] We apologize for the delay and misinformation on the process to get this done.Sincerely,Mr. [redacted]

Complaint: [redacted]
I am rejecting this response because:  I have FINALLY RECEIVED (after more than one year of written requests!) the monthly itemized invoices of my Century Link / [redacted] account.  I was not able to get into my [redacted] account online for the months in question so I am forced to assume the Century Link statement of payments & credits against my [redacted] card are accurate.  According to the Century Link statement I "owe" $676.45 due to [redacted] "reversing" two months of charges to my [redacted] card and for the "final bill" in February 2017.  I was not able to confirm these charges were actually ever reversed by [redacted] and the "statement of account" provided me is not itemized and DOES NOT SHOW WHEN THESE CHARGES WERE REVERSED.  All Century Link has to do is what I have often requested:  send me a Statement of Account documenting all/every charges, credits and any "chargebacks" from [redacted] for the months of December 2017 through March 2018.  That would certainly bring clarity to this matter and I would be able to track what actually occurred with [redacted].  (For the record, I never asked [redacted] to reverse any charges to Century Link.  When I switched services in February 2017 I called [redacted] and told them not to allow any NEW Century Link charges to my account!  If [redacted] charged back any payments that was their error, not mine!)  Century Link failed to credit my account for my personal check written in March 2017 and sent and cashed by Century Link in the amount of $269.32.  That would leave a balance due of $407.13 - if I choose to accept Century Link's accounting and claim that [redacted] reversed two monthly charges.   My check to Century Link cleared my [redacted] account on March 15, 2017.  I STAPLED my two page letter to Century Link with the check that was sent on March 8, 2017.  In the letter I specifically asked for the monthly itemized statements for my account (that it took me until this week in 2018 to receive from Century Link.)  I have copies of my check and the letter attached to my check in my files to document these events.  In order to be done with this matter and Century Link I am prepared to send a check and the documents supporting my position on this matter.  I request the respondent/person from Century Link provide me with her/their office's complete mailing address.  I will send the final payment amount of $407.13 and my supporting documents.  In addition, I insist Century Link remove any negative comments or marks on my exceptional (820 plus) credit score.  (For the record, the address I mailed the $269.32 check in 2017 was PO Box [redacted].)  I would like to address the payment and documents to a "real person" at Century Link so I have a way to track this matter in the event there is a problem again.  Once again, this entire situation would not have occurred if Century Link had done the right thing more than one year ago and sent me my complete, itemized STATEMENT OF ACCOUNT!  Century Link's decision to ignore my requests - and I am entitled to my Statement of Account - caused this entire situation.   I will look for the reply ASAP from Century Link confirming the items written in this missive, my decision to pay the amount of $407.13, and we will be done with this problem.  I await the next Century Link reply.....
Sincerely,
Martin [redacted]

CenturyLink appreciates the opportunity to review Mr. [redacted]’s account, [redacted].  A Broadband Escalation Representative checked Mr. [redacted]’s Internet service.  Mr. [redacted] is currently trained at full speed.  The signal to noise level is very good and the line is stable with no...

errors.  There has been a constant connection for the past seven days.  Mr. [redacted] is using an unsupported modem and router combination, so he was not able to determine how many devices are connected. The number of devices and/or the router/modem could contribute to a speed issue.  Below is Mr. [redacted]’s repair history:   8/25/16 10:22 pm – customer will not verify the account 8/27/16 11:07 am – customer unwilling to troubleshoot 8/31/16 7:00 pm – outage, customer notified, requested supervisor 8/31/16 7:01 pm – upset he is in an outage 9/10/16 7:28 pm – requested information regarding new modem and how to set up, customer hung up and                                   no answer when representative called him back 9/10/16 8:10 pm – needs user name and password, 3rd party router, provide credentials, trained and                                                                  ...⇄                               authenticated, issue resolved     [redacted]
[redacted]

CenturyLink appreciates [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 [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.   Due to system error, [redacted] was incorrectly billed an Early Termination Fee and his monthly discount was removed.  The February 14, 2017 reflects change.  A credit for $244.05 was applied to the account due to the system error.  The credit is reflected on the March 14, 2017 bill.   A request for a refund check was processed on May 2, 2017.  Refund check [redacted] for $158.24 was processed and mailed to [redacted].  As of the date of this response, the check has not been cashed yet. CenturyLink regards any inconvenience [redacted] has experienced and I apologize for the delay.   [redacted] CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/09/28) */
9/28/15 Centurylink has reviewed the charges billed for the early termination charge of $200 the customer is disputing. The customer indicated they were not disclosed the charge or the promotion carried a twelve month term contract.The $200...

charge was credited today. The collection agency has been advise to stop collection action and to pull the debt if reported. Centurylink apologizes for the poor customer service received regarding this matter.
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for complying with with my stated request. I appreciate the $200 fee being removed and no mention of this on my credit report.

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. The Name, the address and phones listed in the complaint did...

not return any account information. If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at [redacted] or via the Revdex.com so that CenturyLink can address the 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

Initial Business Response /* (1000, 4, 2015/08/10) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
The customer is disputing the early termination fee and it has already been adjusted.
CenturyLink provides that this is sufficient to close this...

complaint as resolved.
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
Initial Consumer Rebuttal /* (2000, 6, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Our records indicate Mr. [redacted] has made several changes to his account since his service was established on October 6, 2015.  The changes have caused his monthly cost to fluctuate, as pro-rated charges for services added and removed have been on the monthly statements.  As an example,...

[redacted] changed the package and added Long Distance on January 8, 2016.  On February 11, 2016, Roger removed the Long Distance and changed the package back to the original package.  On February 26, 2016, [redacted] added Long Distance and changed the package.  Currently, Mr. [redacted] is on an Internet and Home Phone package that includes Unlimited Long Distance.  The monthly rate is $95, before taxes, fees, and surcharges.  The account is currently receiving two promotional discounts, $10 and $25.05.  Thus, the monthly cost is $59.95 before taxes, fees, and surcharges.  Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

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 referred Mr. [redacted]’s concerns to a Prism...

specialist. Once the Prism billing specialist has reviewed all concerns in this complaint, I will follow-up with Mr. [redacted] on a resolution or findings. I left Mr. [redacted] a voice mail with my direct contact information to further discuss this complaint. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted]. ** CenturyLink 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.
I have read the Century Link's response and I am glad that they have finally made amends for their oversights regarding my account. I feel compelled to advise this agency that I did not write my account number on my check to Century Link because I was advised upon calling them that I no longer had an account number. In fact, I followed the instruction of the collection agency (Convergent Collections) precisely while filling out the check. The representative that contacted me on Century Links behalf gave me concise instructions which I followed to the T. If Century Link is going to forward their accounts to collections, they should certainly advise the collection agency as to the proper protocol for settling accounts. I wish I could say that writing an account number on a check for payment was par for the course with Century Link, but checks had never been my primary form of payment with them. I instead relied on automatic withdrawals. There seems to be a disconnect between Century Link and their collection agency. I would contend that Century Link is deficient in their billing practices and that they need to work on this area of their service spectrum.I would also add that upon initially setting up service with Century Link, I entered a verbal contract with them regarding this modem for which I was charged. I find it unethical that Century Link creates tenuous verbal contracts over the phone -I never signed any agreement regarding a modem- and then later engages in collection activities of this type. It feels like bait and switch tactics. For me, my experience with Century Link has been negative from start to finish. If not for the Revdex.com, CFPB, FCC, and FTC and the significant amount of time I have dedicated to filing complaints against Century Link, I fear that my problem would never have been addressed (both my initial problems and the problem related to this complaint). Upon initially signing up for service, I was significantly overcharged on my first bill. After frustrating conversations with condescending and degrading sales people I reached out to these agencies and received help. I believe anyone reading the conversation detailed here between myself and Century Link could glean a lot about their condescending way of dealing with customers. At every turn they either claim that there is no problem or blame the problem on the customer. At best, Century Link is a bad business. At it's worst, Century Link is a megalith corporation using their size to exploit and extort from customers who don't have time to argue with or wrap their mind around their bizarre business practices.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response. Here is my account number: [redacted].  A quick update to the complaint... Centurylink did finally cancel my contract.  I should be receiving a refund for approximately $400.00, so I will keep this complaint open until that has been resolved. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:That is a century links dishonest excuse. Century Link’s own billing department supervisor “[redacted]” was admitting that if the previous account holder’s transfer to new address takes longer time than expected. New customer has right to ask cancellation of the previous account. [redacted] typed when spoken on phone. Century link’s other managers promised by heart that our service will be opened on 3.8.16. Even we have been informed that the previous account holder transferred their account to their news address on 3.9.16 why century link activated our account on 3.11.16?  Century Link thinks that, time and effort in this country are free but, it is NOT. Every hour we lost with their non-sense business attitude, we have lost money of total $400 from our work force. That’s why we are claiming $400 as compensation. We also filled a $50 claim form for their rebate. They sent us an approval by email but despite approximately a month after we didn’t receive anything yet. Moreover they overcharged on their bill and they paid back on the next bill despite we have claimed to their customer service manager [redacted].  Century Link has 1000’s of 1 star reviews on [redacted] web site. Do they claim if everything they did to us was right in their regular business order?
Sincerely,
[redacted]